From varun.vyas at elitecore.com Wed Jul 1 02:33:09 2009 From: varun.vyas at elitecore.com (Varun Vyas) Date: Wed, 01 Jul 2009 12:03:09 +0530 Subject: [rt-users] RT Slow Ticket Updates In-Reply-To: <4A49DDF8.2090407@vialtus.com> References: <4A49ABEB.5080503@elitecore.com> <4A49CA8A.1040406@vialtus.com> <4A49CCB8.2000803@elitecore.com> <4A49D407.2040107@vialtus.com> <4A49D681.1010200@elitecore.com> <4A49D8E1.1020205@vialtus.com> <4A49DAB2.20400@elitecore.com> <4A49DDF8.2090407@vialtus.com> Message-ID: <4A4B0325.3020805@elitecore.com> Hello All In my RT application my creating, updating and closing of tickets are very slow and takes almost 20 sec to insert a ticket and nearly 35 seconds to update a ticket. We have applied many changes on our database side and application side too. But still our RT application is not stabilized. We have oracle 9i as our database with indexing enabled and we also have implemented COMPUTE stats gathering and apart from that we have also tried to trace SQL for finding the cause that which queries are taking long time. But still we are not able to find the cause of sluggishness. And i need to know if anyone has faced such kind of performance problem before and if yes then where should i look for improving my performance. And make RT more responsive. Any help is highly appriciated. Raed El-Hames wrote: > There is no bother, what I meant is the list will be more helpful than > me. > for tweaks and performance tuning the wiki and mailing list is better > place than me, because it varies depending on the database server you > use. > Start with observation and detect your bottle necks , ist the web part > or the database, in most cases the later, which part of the > application is slow, creating tickets or searching tickets etc etc > > Regards > > Roy > > Varun Vyas wrote: >> Hi Raed El-Hames >> >> I am so sorry if i have bothered you but as i am new to this mail >> list i am also not aware that i need to reply to all users in list >> and not individual. >> >> >> Raed El-Hames wrote: >> >>> Varun; >>> >>> You should make it a habit to reply to the list and not individuals >>> , I have never deployed RT with Oracle so can't help you -- >>> few in the may though >>> >>> >>> ps: A pointer so you know what RT is capable of , our RT db is > 50G >>> in size, the attachments table alone is > 26G, our db server is quad >>> dual core with 16 G Ram (4x4) and the web server is standard 3.6G >>> cpu with 3G Ram, average per day tickets is ~ 1000 with 200 internal >>> users and 10000+ external customer users. >>> >>> Regards; >>> Roy >>> >>> >>> >>> >>> >>> Varun Vyas wrote: >>> >>>> We have deployed RT 3.6.3 on oracle 9i database as an backend >>>> in a medium sized firm and we have lots of tickets processed >>>> everyday more than 100. My problem is that the application is very >>>> irresponsive and very slow. We have already 8 gigs of RAM on our >>>> webserver with Apache 2.0 and fastCGI implemented. Also we have >>>> performed indexing on our oracle database with fastcgi implemented. >>>> But nothing seems to be going in our way. So please anyone can >>>> suggest wat will be the problem. I m looking for concerete answer >>>> to my problem. On which side i need to tune on application side or >>>> on database side and if on both side what step i need to take to >>>> make my application lightning fast.With acceptable level of >>>> performance. >>>> >>>> And i have looked for all this things in google and have searched a >>>> lot from past two months but has found nothing. >>>> >>>> >>>> >>>> Raed El-Hames wrote: >>>> >>>> >>>>> Varun; >>>>> >>>>> There is no straight forward answer to this , you possibly should >>>>> start by stating your RT version, DB type(oracle,mysql ??) and >>>>> version , apache, mod_perl or fastcgi etc .. >>>>> Also search the wiki and mailing list there are lots of posts and >>>>> a good article in the wiki covering this.(sorry don't remember the >>>>> url). >>>>> >>>>> Good luck; >>>>> >>>>> Roy >>>>> >>>>> >>>>> Varun Vyas wrote: >>>>> >>>>>> And i want to know one more thing as my RT is slow right now >>>>>> .What steps should i take to increase its performance on >>>>>> application side or on database side. We have remote database on >>>>>> our RT and it has 2 gigs RAM. >>>>>> >>>>>> Raed El-Hames wrote: >>>>>> >>>>>> >>>>>>> From RT_Config.pm >>>>>>> >>>>>>> # DBIx-SearchBuilder 1.31_1 or higher; simply set $StatementLog >>>>>>> to be >>>>>>> # the level that you wish SQL statements to be logged at. >>>>>>> Set($StatementLog,undef); >>>>>>> >>>>>>> I am not sure what the different levels but : >>>>>>> Set($StatementLog,1); >>>>>>> >>>>>>> will be a good start. >>>>>>> Remember to restart your web server. >>>>>>> >>>>>>> Regards; >>>>>>> >>>>>>> Roy >>>>>>> >>>>>>> >>>>>>> Varun Vyas wrote: >>>>>>> >>>>>>>> Hello All >>>>>>>> >>>>>>>> Can anyone can tell me how i can log my queries that hits my >>>>>>>> database in RT.log. I am using oracle 9i and RT 3.6.3 we have a >>>>>>>> performance issue as our RT is very slow and takes 15-20 >>>>>>>> seconds for database operations. So i want to log my queries so >>>>>>>> that i can then analyze them for performance optimisation. And >>>>>>>> also i m getting internal server error frequently can any one >>>>>>>> tell me how can i correct it >>>>>>>> >>>>>>>> Any help in highly appreciated >>>>>>>> >>>>>>>> >>>>>>> >>>>>> >>>>> >>>> >>> >> >> >> > > -- Thanks & Regards Varun Vyas Software Engineer - Automation Elitecore Technologies From JoopvandeWege at mococo.nl Wed Jul 1 03:02:56 2009 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 01 Jul 2009 09:02:56 +0200 Subject: [rt-users] RT Slow Ticket Updates In-Reply-To: <4A4B0325.3020805@elitecore.com> References: <4A49ABEB.5080503@elitecore.com> <4A49CA8A.1040406@vialtus.com> <4A49CCB8.2000803@elitecore.com> <4A49D407.2040107@vialtus.com> <4A49D681.1010200@elitecore.com> <4A49D8E1.1020205@vialtus.com> <4A49DAB2.20400@elitecore.com> <4A49DDF8.2090407@vialtus.com> <4A4B0325.3020805@elitecore.com> Message-ID: <4A4B0A20.8040701@mococo.nl> Varun Vyas wrote: > Hello All > > In my RT application my creating, updating and closing of tickets are > very slow and takes almost 20 sec to insert a ticket and nearly 35 > seconds to update a ticket. We have applied many changes on our database > side and application side too. But still our RT application is not > stabilized. We have oracle 9i as our database with indexing enabled and > we also have implemented COMPUTE stats gathering and apart from that we > have also tried to trace SQL for finding the cause that which queries > are taking long time. But still we are not able to find the cause of > sluggishness. And i need to know if anyone has faced such kind of > performance problem before and if yes then where should i look for > improving my performance. And make RT more responsive. > We skipped Oracle9i as a production platform and went from 8i to 10g. We had a few customers who ran 9i but can't say if they had performance problems which were related to 9i specifically. As already suggested you can turn on sqltracing in the DBD and/or DBI layer. Check the documentation of DBI and DBD(::Oracle). Further you could use the info inside the SGA to findout which queries are running real slow by either using Statspack of EnterpriseManager. As a last resort you could install an instance of OracleXE, which in essence is Oracle10g, and see what kind of performance you get with that. Keep in mind though that XE has a few limitations on database size. What I and probably the rest of the list would like to know is what is your hardware config and what is your software config, OS/perl versions etc. It could be that someone knows that your config combinations is problematic, now we're all shooting in the dark hoping to hit the magic button. Regards, Joop From varun.vyas at elitecore.com Wed Jul 1 04:20:56 2009 From: varun.vyas at elitecore.com (Varun Vyas) Date: Wed, 01 Jul 2009 13:50:56 +0530 Subject: [rt-users] RT Slow Ticket Updates In-Reply-To: <4A4B0A20.8040701@mococo.nl> References: <4A49ABEB.5080503@elitecore.com> <4A49CA8A.1040406@vialtus.com> <4A49CCB8.2000803@elitecore.com> <4A49D407.2040107@vialtus.com> <4A49D681.1010200@elitecore.com> <4A49D8E1.1020205@vialtus.com> <4A49DAB2.20400@elitecore.com> <4A49DDF8.2090407@vialtus.com> <4A4B0325.3020805@elitecore.com> <4A4B0A20.8040701@mococo.nl> Message-ID: <4A4B1C68.4030108@elitecore.com> Hello All My RT version is 3.6.3 os version and configuration on my application server is as follows *Linux rt.xxdomain.com 2.6.9-5.ELsmp #1 SMP Wed Jan 5 19:30:39 EST 2005 i686 i686 i386 GNU/Linux Red Hat Enterprise Linux AS release 4 (Nahant) Linux version 2.6.9-5.ELsmp (bhcompile at decompose.build.redhat.com) (gcc version 3.4.3 20041212 (Red Hat 3.4.3-9.EL4)) #1 SMP Wed Jan 5 19:30:39 EST 2005 * We have *Perl 5.8.8* in our system and *DBIx::SearchBuilder 1.49* and 8 gigs of RAM And on database server we have *Linux eliteweb 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT 2003 i686 i686 i386 GNU/Linux Red Hat Enterprise Linux ES release 3 (Taroon) Linux version 2.4.21-4.ELsmp (bhcompile at daffy.perf.redhat.com) (gcc version 3.2.3 20030502 (Red Hat Linux 3.2.3-20)) #1 SMP Fri Oct 3 17:52:56 EDT 2003 *with 2 gigs of RAM. * * Joop wrote: > Varun Vyas wrote: >> Hello All >> >> In my RT application my creating, updating and closing of tickets are >> very slow and takes almost 20 sec to insert a ticket and nearly 35 >> seconds to update a ticket. We have applied many changes on our >> database side and application side too. But still our RT application >> is not stabilized. We have oracle 9i as our database with indexing >> enabled and we also have implemented COMPUTE stats gathering and >> apart from that we have also tried to trace SQL for finding the cause >> that which queries are taking long time. But still we are not able to >> find the cause of sluggishness. And i need to know if anyone has >> faced such kind of performance problem before and if yes then where >> should i look for improving my performance. And make RT more responsive. >> > We skipped Oracle9i as a production platform and went from 8i to 10g. > We had a few customers who ran 9i but can't say if they had > performance problems which were related to 9i specifically. As already > suggested you can turn on sqltracing in the DBD and/or DBI layer. > Check the documentation of DBI and DBD(::Oracle). Further you could > use the info inside the SGA to findout which queries are running real > slow by either using Statspack of EnterpriseManager. > > As a last resort you could install an instance of OracleXE, which in > essence is Oracle10g, and see what kind of performance you get with > that. Keep in mind though that XE has a few limitations on database size. > > What I and probably the rest of the list would like to know is what is > your hardware config and what is your software config, OS/perl > versions etc. > It could be that someone knows that your config combinations is > problematic, now we're all shooting in the dark hoping to hit the > magic button. > > > Regards, > > Joop > > > > -- Thanks & Regards Varun Vyas Software Engineer - Automation Elitecore Technologies -------------- next part -------------- An HTML attachment was scrubbed... URL: From varun.vyas at elitecore.com Wed Jul 1 04:25:00 2009 From: varun.vyas at elitecore.com (Varun Vyas) Date: Wed, 01 Jul 2009 13:55:00 +0530 Subject: [rt-users] RT Slow Ticket Updates In-Reply-To: <4A4B0A20.8040701@mococo.nl> References: <4A49ABEB.5080503@elitecore.com> <4A49CA8A.1040406@vialtus.com> <4A49CCB8.2000803@elitecore.com> <4A49D407.2040107@vialtus.com> <4A49D681.1010200@elitecore.com> <4A49D8E1.1020205@vialtus.com> <4A49DAB2.20400@elitecore.com> <4A49DDF8.2090407@vialtus.com> <4A4B0325.3020805@elitecore.com> <4A4B0A20.8040701@mococo.nl> Message-ID: <4A4B1D5C.7050102@elitecore.com> Hardware Info on Application Server is processor : 0 vendor_id : GenuineIntel cpu family : 6 model : 15 model name : Intel(R) Xeon(R) CPU 5120 @ 1.86GHz stepping : 6 cpu MHz : 1866.868 cache size : 64 KB physical id : 0 siblings : 2 fdiv_bug : no hlt_bug : no f00f_bug : no coma_bug : no fpu : yes fpu_exception : yes cpuid level : 10 wp : yes flags : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss ht t m pbe nx lm pni monitor ds_cpl est tm2 xtpr bogomips : 3702.78 *processor : 1 vendor_id : GenuineIntel cpu family : 6 model : 15 model name : Intel(R) Xeon(R) CPU 5120 @ 1.86GHz stepping : 6 cpu MHz : 1866.868 cache size : 64 KB physical id : 0 siblings : 2 fdiv_bug : no hlt_bug : no f00f_bug : no coma_bug : no fpu : yes fpu_exception : yes cpuid level : 10 wp : yes flags : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss ht t m pbe nx lm pni monitor ds_cpl est tm2 xtpr bogomips : 3727.36* On database server is *processor : 0 vendor_id : GenuineIntel cpu family : 15 model : 4 model name : Intel(R) Pentium(R) 4 CPU 3.00GHz stepping : 1 cpu MHz : 3000.234 cache size : 1024 KB physical id : 0 siblings : 2 runqueue : 0 fdiv_bug : no hlt_bug : no f00f_bug : no coma_bug : no fpu : yes fpu_exception : yes cpuid level : 5 wp : yes flags : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss ht t m bogomips : 5989.99 processor : 1 vendor_id : GenuineIntel cpu family : 15 model : 4 model name : Intel(R) Pentium(R) 4 CPU 3.00GHz stepping : 1 cpu MHz : 3000.234 cache size : 1024 KB physical id : 0 siblings : 2 runqueue : 0 fdiv_bug : no hlt_bug : no f00f_bug : no coma_bug : no fpu : yes fpu_exception : yes cpuid level : 5 wp : yes flags : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss ht t m bogomips : 5989.99* Joop wrote: > Varun Vyas wrote: >> Hello All >> >> In my RT application my creating, updating and closing of tickets are >> very slow and takes almost 20 sec to insert a ticket and nearly 35 >> seconds to update a ticket. We have applied many changes on our >> database side and application side too. But still our RT application >> is not stabilized. We have oracle 9i as our database with indexing >> enabled and we also have implemented COMPUTE stats gathering and >> apart from that we have also tried to trace SQL for finding the cause >> that which queries are taking long time. But still we are not able to >> find the cause of sluggishness. And i need to know if anyone has >> faced such kind of performance problem before and if yes then where >> should i look for improving my performance. And make RT more responsive. >> > We skipped Oracle9i as a production platform and went from 8i to 10g. > We had a few customers who ran 9i but can't say if they had > performance problems which were related to 9i specifically. As already > suggested you can turn on sqltracing in the DBD and/or DBI layer. > Check the documentation of DBI and DBD(::Oracle). Further you could > use the info inside the SGA to findout which queries are running real > slow by either using Statspack of EnterpriseManager. > > As a last resort you could install an instance of OracleXE, which in > essence is Oracle10g, and see what kind of performance you get with > that. Keep in mind though that XE has a few limitations on database size. > > What I and probably the rest of the list would like to know is what is > your hardware config and what is your software config, OS/perl > versions etc. > It could be that someone knows that your config combinations is > problematic, now we're all shooting in the dark hoping to hit the > magic button. > > > Regards, > > Joop > > > > -- Thanks & Regards Varun Vyas Software Engineer - Automation Elitecore Technologies -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexander.bourgett at s1nn.de Wed Jul 1 05:58:08 2009 From: alexander.bourgett at s1nn.de (Alexander Bourgett) Date: Wed, 1 Jul 2009 11:58:08 +0200 Subject: [rt-users] RT Slow Ticket Updates In-Reply-To: <4A4B0325.3020805@elitecore.com> References: <4A49ABEB.5080503@elitecore.com> <4A49CA8A.1040406@vialtus.com><4A49CCB8.2000803@elitecore.com> <4A49D407.2040107@vialtus.com><4A49D681.1010200@elitecore.com> <4A49D8E1.1020205@vialtus.com><4A49DAB2.20400@elitecore.com> <4A49DDF8.2090407@vialtus.com> <4A4B0325.3020805@elitecore.com> Message-ID: <8C0BF137506647FBBAAE88BC42BDA128@s1nn.int> Hi Varun, We have the situation here that our mail server (Exim4) is very slow on sending the RT emails wich are generated on ticket creation and update. So we also have to wait around 20s sometimes for RT webpage coming back after update. Without exim the RT responses are coming fast. Possibly you also have this kind of problem. Currently I do not have a solution for this, even searching the wiki and the web. Regards, Alex. From bashir.jahed at nha.co.za Wed Jul 1 06:12:33 2009 From: bashir.jahed at nha.co.za (Bashir Jahed) Date: Wed, 1 Jul 2009 12:12:33 +0200 Subject: [rt-users] Auto respone not working Message-ID: <03D0CD3BAC1F2949B639858D2686296E027ECFDC@musca.ctn.nha.co.za> Hi, We have 2 RT systems, they both working but when I try: * adding my second RT system as a cc to my first when commenting on a ticket, * the ticket gets created on the second RT system but it does not send an auto response to the first RT system. However if I send from my mail account to the second RT system I do receive a response. I have a global scrip to" on create, reply to requestors" Any ideas why it would do this? Bashir -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Wed Jul 1 07:11:32 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 01 Jul 2009 12:11:32 +0100 Subject: [rt-users] RT Slow Ticket Updates In-Reply-To: <8C0BF137506647FBBAAE88BC42BDA128@s1nn.int> References: <4A49ABEB.5080503@elitecore.com> <4A49CA8A.1040406@vialtus.com><4A49CCB8.2000803@elitecore.com> <4A49D407.2040107@vialtus.com><4A49D681.1010200@elitecore.com> <4A49D8E1.1020205@vialtus.com><4A49DAB2.20400@elitecore.com> <4A49DDF8.2090407@vialtus.com> <4A4B0325.3020805@elitecore.com> <8C0BF137506647FBBAAE88BC42BDA128@s1nn.int> Message-ID: <4A4B4464.2010107@vialtus.com> Alex; For your issue have a look at: http://archives.free.net.ph/message/20090424.164012.5961a3ca.en.html It may help?! Regards; Roy Alexander Bourgett wrote: > Hi Varun, > > We have the situation here that our mail server (Exim4) is very slow on > sending the RT emails wich are generated on ticket creation and update. So > we also have to wait around 20s sometimes for RT webpage coming back after > update. Without exim the RT responses are coming fast. Possibly you also > have this kind of problem. > > Currently I do not have a solution for this, even searching the wiki and the > web. > > Regards, > 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 > From rfh at vialtus.com Wed Jul 1 07:16:10 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 01 Jul 2009 12:16:10 +0100 Subject: [rt-users] Auto respone not working In-Reply-To: <03D0CD3BAC1F2949B639858D2686296E027ECFDC@musca.ctn.nha.co.za> References: <03D0CD3BAC1F2949B639858D2686296E027ECFDC@musca.ctn.nha.co.za> Message-ID: <4A4B457A.2000503@vialtus.com> Ist not a good thing that it does not send an auto - response? otherwise you'll end in a loop of updates vs new tickets if you want to get 2 RT to talk to each other, I would recommend you use the REST or WebService interface Regards; Roy Bashir Jahed wrote: > > Hi, > > > > We have 2 RT systems, they both working but when I try: > > > > ? adding my second RT system as a cc to my first when > commenting on a ticket, > > ? the ticket gets created on the second RT system but it does > not send an auto response to the first RT system. > > > > However if I send from my mail account to the second RT system I do > receive a response. I have a global scrip to? on create, reply to > requestors? > > > > Any ideas why it would do this? > > > > Bashir > From elton.fenner at al.rs.gov.br Wed Jul 1 08:27:15 2009 From: elton.fenner at al.rs.gov.br (Elton S. Fenner) Date: Wed, 01 Jul 2009 09:27:15 -0300 Subject: [rt-users] How to make the subject field mandatory? In-Reply-To: <4a4a7873.75c.f60.4354@cnc.bc.ca> References: <4a4a7873.75c.f60.4354@cnc.bc.ca> Message-ID: <4A4B5623.5060808@al.rs.gov.br> An HTML attachment was scrubbed... URL: From jarends at illinois.edu Wed Jul 1 09:37:25 2009 From: jarends at illinois.edu (John Arends) Date: Wed, 01 Jul 2009 08:37:25 -0500 Subject: [rt-users] Anyone know of a few enhancements to RT... In-Reply-To: References: Message-ID: <4A4B6695.2020303@illinois.edu> Gary Greene wrote: > I've been trying to get Minerva using RT for a bit now, however I've run > into a few feature requests that my users (read bosses) view as blockers. > Does anyone know of a plug in that would add an address book feature to the > BCC and CC fields when posting a ticket? Also, I need to know if there is a > way to add a drop down to the new ticket creation page to have pre-defined > subjects? This would allow users to select it in the case of a regularly > requested ticket. Thanks in advance. > > We handled this by creating our own interface for users to submit tickets rather than having them use the RT interface. It's more user friendly for non-technical staff anyway. Our form asks the user a bunch of questions and assembles the information into a ticket. From rt-users at iandocherty.com Wed Jul 1 10:40:56 2009 From: rt-users at iandocherty.com (icydee) Date: Wed, 01 Jul 2009 15:40:56 +0100 Subject: [rt-users] Anyone know of a few enhancements to RT... In-Reply-To: <4A4B6695.2020303@illinois.edu> References: <4A4B6695.2020303@illinois.edu> Message-ID: <4A4B7578.2000800@iandocherty.com> John This sounds interesting to me. Did you do this as a separate web application that communicates (sends the ticket) to RT via the RT REST API? Regards Ian John Arends wrote: > Gary Greene wrote: >> I've been trying to get Minerva using RT for a bit now, however I've run >> into a few feature requests that my users (read bosses) view as blockers. >> Does anyone know of a plug in that would add an address book feature to the >> BCC and CC fields when posting a ticket? Also, I need to know if there is a >> way to add a drop down to the new ticket creation page to have pre-defined >> subjects? This would allow users to select it in the case of a regularly >> requested ticket. Thanks in advance. >> >> > We handled this by creating our own interface for users to submit > tickets rather than having them use the RT interface. It's more user > friendly for non-technical staff anyway. > > Our form asks the user a bunch of questions and assembles the > information into a ticket. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Wed Jul 1 10:44:19 2009 From: jarends at illinois.edu (John Arends) Date: Wed, 01 Jul 2009 09:44:19 -0500 Subject: [rt-users] Anyone know of a few enhancements to RT... In-Reply-To: <4A4B7578.2000800@iandocherty.com> References: <4A4B6695.2020303@illinois.edu> <4A4B7578.2000800@iandocherty.com> Message-ID: <4A4B7643.40105@illinois.edu> We have a few of these forms. Some are very simple forms that actually just send email to RT. Another one is sort of a hack and uses the RT Perl API which probably is not the best way to do things at this point but it works. Even just using email forms is pretty simple though. We hooked the form into our campus authentication system so we get the username, and then do an LDAP query so we can fill in a lot of the data and pre-populate the form. icydee wrote: > John > This sounds interesting to me. Did you do this as a separate web > application that communicates (sends the ticket) to RT via the RT REST API? > > Regards > Ian > > > John Arends wrote: > >> Gary Greene wrote: >> >>> I've been trying to get Minerva using RT for a bit now, however I've run >>> into a few feature requests that my users (read bosses) view as blockers. >>> Does anyone know of a plug in that would add an address book feature to the >>> BCC and CC fields when posting a ticket? Also, I need to know if there is a >>> way to add a drop down to the new ticket creation page to have pre-defined >>> subjects? This would allow users to select it in the case of a regularly >>> requested ticket. Thanks in advance. >>> >>> >>> >> We handled this by creating our own interface for users to submit >> tickets rather than having them use the RT interface. It's more user >> friendly for non-technical staff anyway. >> >> Our form asks the user a bunch of questions and assembles the >> information into a ticket. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> > > -- John Arends Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign From ruslan.zakirov at gmail.com Wed Jul 1 11:29:29 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 1 Jul 2009 19:29:29 +0400 Subject: [rt-users] "Modify Ticket" permissions too broad? In-Reply-To: <1246387112.20758.1322891999@webmail.messagingengine.com> References: <1246387112.20758.1322891999@webmail.messagingengine.com> Message-ID: <589c94400907010829p522ac379tb80ebbcb1350bdf9@mail.gmail.com> Checkout StrictLinkACL in the config. On Tue, Jun 30, 2009 at 10:38 PM, Nick Kartsioukas wrote: > I'm finding the "modify ticket" permission setting is too broad for some > situations. ?Here's my issue... > > Let's say I have two queues, A, and B. ?I have a group associated with > each queue as the "responsible" group (as in this group will handle > tickets in each queue, so they can own tickets, close them, etc). > However, sometimes someone from group A may need to create a ticket in > queue B that relates to a project they're working on, and they'll want > to link a ticket they own to that other ticket as a dependency. > > Ticket 1 in queue A owned by Adam (member of queue A group). ?Adam needs > Bob in queue B to complete a task for him, this task must get done for > ticket 1 to continue. ?So Adam creates ticket 2 in queue B, and wants to > make it a dependency of ticket 1. ?However, in order to link the > tickets, Adam needs "modify ticket" permissions in queue B, but we don't > want Adam to be able to resolve/delete tickets in queue B, or reply to > tickets in queue B on which he isn't the requester. ?I don't want to > give requester the ModifyTicket right, as then unprivileged end > users/customers would be able to close their own tickets, which we don't > want. > > As far as I can tell, there's no way to do this. ?Is that correct, or am > I missing something? > > Permissions are set like this: > Queue A: > Owner has ModifyTicket, ReplyToTicket > Requester has ReplyToTicket, ShowTicket > Group A has AssignCustomFields, CommentOnTicket, CreateTicket, > OwnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, > StealTicket, TakeTicket, Watch, WatchAsAdminCc > Group B has CreateTicket, SeeQueue, ShowTicket, ShowTicketComments > > Queue B is the same, the permissions for groups A and B are just > swapped. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 barnesaw at ucrwcu.rwc.uc.edu Wed Jul 1 12:26:45 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 01 Jul 2009 12:26:45 -0400 Subject: [rt-users] Bookmark tickets not working Message-ID: <4A4B8E45.1020700@ucrwcu.rwc.uc.edu> RT 3.8.3 MySQL 5.0.45 CentOS 5.2 perl 5.8.8 mod_perl2 When I go to bookmark a ticket, I get the following in the RT log: [debug]: Tried to load a bogus ticket id: 'ARRAY(0xb2c5fe0)' (/usr/local/rt3/bin/../lib/RT/Ticket_Overlay.pm:179) I do not get this on my dev instance with all the same local customizations, so I don't think this is the problem.I have poked around to see if I can track this down, but I don't seem to have anything that SHOULD be affecting this. The only difference between the two servers, that I can find, is the version of mySQL: 5.0.45 on production, 5.0.22 on dev. Is this a likely cause, or am I missing something? -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From epeterson at edc.org Wed Jul 1 13:26:33 2009 From: epeterson at edc.org (Peterson, Erik) Date: Wed, 1 Jul 2009 13:26:33 -0400 Subject: [rt-users] Email copies of replies to senders In-Reply-To: <84DF7645-1779-456B-AF04-8D4623D0E2FF@bestpractical.com> References: <4A315EBB.2090007@ptgrey.com> <4A3187A0.1060700@lbl.gov> <4A32DEA8.7040301@ptgrey.com> <84DF7645-1779-456B-AF04-8D4623D0E2FF@bestpractical.com> Message-ID: <7F519EFA7D606249BF0FC143CC9AC1400299FC7B3291@ares.ad.edc.org> > -----Original Message----- > Kevin Falcone > > On Jun 12, 2009, at 7:03 PM, Dominic Lepiane wrote: > > > When I took another look in the mailing list archives, I saw mention > > of this being added as a user setting / preference in an email from > > 2005. We couldn't find any such setting in 3.8.3, is this feature available > > somewhere? > > 3.8 allows users to completely disable mail from RT as a user > preference, or to receive daily digests of mail However, I have the same need and would love to hear if anyone has a solution. I have a few owners who work primarily via email on Blackberry and love getting the text of a request via email when it's assigned to them. However, if they happen to be in front of their computer and take a request, no email. So when they're back out in the field, they can't refer to the email as easily. Turning on/off NotifyActor at a user level or a scrip level would be fantastic. Turning on/off email completely even at the user level is much too broad a stroke for most scenarios. Is it possible that if you manually add the person as a CC in the scrip that RT will outsmart you and override that with NotifyActor being off? Thanks, Erik From jim at jamesberwick.com Wed Jul 1 14:15:43 2009 From: jim at jamesberwick.com (James Berwick) Date: Wed, 01 Jul 2009 14:15:43 -0400 Subject: [rt-users] Update custom field at comment/reply/resolve time Message-ID: <4A4BA7CF.2060008@jamesberwick.com> Hello, RT 3.8.1 Our users have a custom field called "Quick Status" that they use as part of a report for higher ups that just want a one line summary of every ticket. Right now they work on something, go to comment/reply/resolve it and update it, and then have to remember to go back to the basics page and update the custom field. I was going to add a Ticket Transaction Custom Field and write a scrip so they can update the new CF and have RT automatically update the Ticket level custom field, but I read that Transaction Custom Fields aren't available to scrips as of 3.6.1. Is it possible to add a Ticket level custom field to the comment/reply page? If so, can someone point me to an example? Thanks! From collison.chris at hotmail.com Wed Jul 1 15:17:14 2009 From: collison.chris at hotmail.com (Chris Collison) Date: Wed, 1 Jul 2009 14:17:14 -0500 Subject: [rt-users] rt-mailgate setup Message-ID: System: RHEL 5 RT 3.8.1 Apache 2.2.3 So I'm currently trying to get rt-mailgateway set-up properly. I've got SMTP set-up properly and the mail-log reflects messages I try to send. However, when the message was passed to the aliased command it was breaking. I then discovered it was a authorization related error as generated below by echoing the output. ------------------------------------------------------ echo test |/opt/rt3/bin/rt-mailgate --queue 'AT Issues' --action correspond --url https://thisiswhereourURLgoes.com/rt3/ An Error Occurred ================= 401 Authorization Required ----------------------------------------------------- URL is correct, I just changed it for posting purposes. So I realize that this is due in part to the fact we're using SSL for RT. I think I could probably pass credentials in the https://user:pass at URL format, but we use Active Directory for RT log-ins. Leaves me with these 2 questions: 1) Would this mean I'd need a dummy account of some type to get messages through? 2) Is there a way to have apache just let requests go through without authorizing them? ~Chris _________________________________________________________________ Hotmail? has ever-growing storage! Don?t worry about storage limits. http://windowslive.com/Tutorial/Hotmail/Storage?ocid=TXT_TAGLM_WL_HM_Tutorial_Storage_062009 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Jul 1 15:38:21 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 1 Jul 2009 15:38:21 -0400 Subject: [rt-users] rt-mailgate setup In-Reply-To: References: Message-ID: > 1) Would this mean I'd need a dummy account of some type to get messages through? Should not be necessary for receipt. I'm running on RHEL4 over SSL and required no special hoops to get mailgate to work that I can recall, beyond what's on the wiki. If you have SELinux enabled, you might need to change some contexts (see the howto on the wiki). > 2) Is there a way to have apache just let requests go through without > authorizing them? I thought mailgate used /NoAuth/ already... -- Cambridge Energy Alliance: Save money. Save the planet. From natxo.asenjo at gmail.com Thu Jul 2 01:10:54 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Thu, 2 Jul 2009 07:10:54 +0200 Subject: [rt-users] clickable link in custom field Message-ID: <90f6e8270907012210y3e2c81cei6e1d1f25c5cbc2b0@mail.gmail.com> hi, is it possible to have a link to a url outside RT without __id__ or without __ __CustomField__ in a custom field? If i edit a custom field (CF) I see there is a field 'Link values'. I thought I could use that, but as I can see it is for use with __id__ or __CustomField__. Let me explain why I would like this. I am testing the AssetTracker extension, and as you probably know, lots of devices have a management web interface (like switches, printers, etc). I would like to have a clickable CF that would take me to get there from one of the CF. I know I can do it from one of the 'links' but they have names as 'depends on', 'refers to' ...., and those are reserverd for other things inside RT. Maybe this is just a silly question but I do not see how to do it from the CF. -- Groeten, J.Asenjo From chanty_kh at yahoo.com Thu Jul 2 03:11:36 2009 From: chanty_kh at yahoo.com (ty chan) Date: Thu, 2 Jul 2009 00:11:36 -0700 (PDT) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: References: Message-ID: <604752.68375.qm@web52312.mail.re2.yahoo.com> Hi Moseley, You guid how to configure virtualhost on apache for RT also. best regards, chanty ________________________________ From: "jmoseley at corp.xanadoo.com" To: Grant Deters Cc: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Sent: Tuesday, April 28, 2009 6:59:51 AM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup Unless you are using a browser on the server itself, that isn't going to work. More than likely you are using a remote browser. In that case, use the IP address of the server, or better yet the FQ host name: http://10.10.10.10/rt/ or http://server.domain.com/rt/ Obviously for the latter to work, you're going to have to have DNS setup, if not, a host entry on the client machine will work just fine. Obviously, you need to make sure the Apache configuration is setup to listen on the IP of the machine, either by specific IP or all interfaces/address. Lastly, pay attention the trailing slash behind rt/. James Moseley Grant Deters wrote: Stupid question, but I am meerly testing this out and am not uploading this onto our domain yet. How do I set this so it responds to http://localhost/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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Thu Jul 2 03:37:40 2009 From: cloos at netcologne.de (Christian Loos) Date: Thu, 02 Jul 2009 09:37:40 +0200 Subject: [rt-users] clickable link in custom field In-Reply-To: <90f6e8270907012210y3e2c81cei6e1d1f25c5cbc2b0@mail.gmail.com> References: <90f6e8270907012210y3e2c81cei6e1d1f25c5cbc2b0@mail.gmail.com> Message-ID: Natxo Asenjo schrieb: > hi, > > is it possible to have a link to a url outside RT without __id__ or > without __ __CustomField__ in a custom field? > > If i edit a custom field (CF) I see there is a field 'Link values'. I > thought I could use that, but as I can see it is for use with __id__ > or __CustomField__. > > Let me explain why I would like this. I am testing the AssetTracker > extension, and as you probably know, lots of devices have a management > web interface (like switches, printers, etc). I would like to have a > clickable CF that would take me to get there from one of the CF. I > know I can do it from one of the 'links' but they have names as > 'depends on', 'refers to' ...., and those are reserverd for other > things inside RT. > > Maybe this is just a silly question but I do not see how to do it from the CF. If you have example.com in the custom field and want to have a link like: http://example.com/webinterface/ you have to put this in Link values to field: http://__CustomField__/webinterface/ Chris From varun.vyas at elitecore.com Thu Jul 2 04:21:59 2009 From: varun.vyas at elitecore.com (Varun) Date: Thu, 2 Jul 2009 13:51:59 +0530 Subject: [rt-users] Query Tracing Message-ID: <001701c9faee$2b6cf090$4f07a8c0@elitecore.com> Hello All I want to trace queries that are dynamically firing in RT to track where they are making application slow. But I m not able to find out from where all queries are fired and from which file. My main concern is to trace Insert query for ticket creation and Update queries. Do any one has idea where I can find all this queries in which file. Any help is highly appreciated. Thanks & Regards Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Thu Jul 2 04:33:29 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Thu, 02 Jul 2009 09:33:29 +0100 Subject: [rt-users] Query Tracing In-Reply-To: <001701c9faee$2b6cf090$4f07a8c0@elitecore.com> References: <001701c9faee$2b6cf090$4f07a8c0@elitecore.com> Message-ID: <4A4C70D9.8090808@vialtus.com> Varun; I think I have mailed you this before, to log the sql queries within RT you need to add the following line to you RT_SiteConfig.pm file # DBIx-SearchBuilder 1.31_1 or higher; simply set $StatementLog to be # the level that you wish SQL statements to be logged at. Set($StatementLog,1); Then restart the web server, at that point any sql query called will be logged to your rt.log file, if not enough logging is been written you can increase the level of logging by increasing 1 to 2 or 3 (not sure what each level log). Also I would recommend you log at the sql level , not sure about Oracle but I am sure there is a tool or variable to allow you to log slow queries some where, or you can once you do show queries from the oracle commend line during creating a ticket. By the way what version of DBIx::SearchBuilder and DBD you have installed, have you googled for common problems with the versions you have installed. You can determine the version of modules you have installed by browsing to your: https://YOUR_RT_URL/Admin/Tools/Configuration.html Roy Varun wrote: > > Hello All > > > > I want to trace queries that are dynamically firing in RT to track > where they are making application slow. But I m not able to find out > from where all queries are fired and from which file. My main concern > is to trace Insert query for ticket creation and Update queries. Do > any one has idea where I can find all this queries in which file. > > > > Any help is highly appreciated. > > > > Thanks & Regards > > Varun Vyas > > > From natxo.asenjo at gmail.com Thu Jul 2 04:33:53 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Thu, 2 Jul 2009 10:33:53 +0200 Subject: [rt-users] clickable link in custom field In-Reply-To: References: <90f6e8270907012210y3e2c81cei6e1d1f25c5cbc2b0@mail.gmail.com> Message-ID: <90f6e8270907020133yc350de2p5d2bf2ea50f39480@mail.gmail.com> On Thu, Jul 2, 2009 at 9:37 AM, Christian Loos wrote: > Natxo Asenjo schrieb: [knip explanation of what I would like to achieve] > If you have example.com in the custom field and want to have a link like: > http://example.com/webinterface/ > > you have to put this in Link values to field: > http://__CustomField__/webinterface/ So, I make a CF management_url. Name and description are management_url, type is 'enter one value', applies to 'assets', no validation, Link values is then __CustomField__ and I apply it to the selected objects. What I want is in to enter in the CF a url that can be clickable, like http://ip.addres.of.switch If I then go to the asset and enter in the CF management_url the value http://ip.addr.of.switch then it is not clickable. If I enter http://__CustomField__ then it does make a link but it links to http://rtinstance.tld/AssetTracker/Asset/http%3A%2F%2F__CustomField__ and that goes nowhere obviously. Forgive my asking, maybe it is too hot and I do not see the obvious mistake in front of me. What am I doing wrong here? TIA, Natxo From varun.vyas at elitecore.com Thu Jul 2 04:47:26 2009 From: varun.vyas at elitecore.com (Varun) Date: Thu, 2 Jul 2009 14:17:26 +0530 Subject: [rt-users] Query Tracing In-Reply-To: <4A4C70D9.8090808@vialtus.com> References: <001701c9faee$2b6cf090$4f07a8c0@elitecore.com> <4A4C70D9.8090808@vialtus.com> Message-ID: <001c01c9faf1$b9ef7470$4f07a8c0@elitecore.com> Well I have already made the changes u told me .But still I m not getting any queries logged in my rt.log(Don't know why is it bcoz of log level which I set or something else :( ). And I have DBIx::SearchBuilder 1.55 and DBD::Oracle v1.19. -----Original Message----- From: Raed El-Hames [mailto:rfh at vialtus.com] Sent: Thursday, July 02, 2009 2:03 PM To: Varun Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Query Tracing Varun; I think I have mailed you this before, to log the sql queries within RT you need to add the following line to you RT_SiteConfig.pm file # DBIx-SearchBuilder 1.31_1 or higher; simply set $StatementLog to be # the level that you wish SQL statements to be logged at. Set($StatementLog,1); Then restart the web server, at that point any sql query called will be logged to your rt.log file, if not enough logging is been written you can increase the level of logging by increasing 1 to 2 or 3 (not sure what each level log). Also I would recommend you log at the sql level , not sure about Oracle but I am sure there is a tool or variable to allow you to log slow queries some where, or you can once you do show queries from the oracle commend line during creating a ticket. By the way what version of DBIx::SearchBuilder and DBD you have installed, have you googled for common problems with the versions you have installed. You can determine the version of modules you have installed by browsing to your: https://YOUR_RT_URL/Admin/Tools/Configuration.html Roy Varun wrote: > > Hello All > > > > I want to trace queries that are dynamically firing in RT to track > where they are making application slow. But I m not able to find out > from where all queries are fired and from which file. My main concern > is to trace Insert query for ticket creation and Update queries. Do > any one has idea where I can find all this queries in which file. > > > > Any help is highly appreciated. > > > > Thanks & Regards > > Varun Vyas > > > From natxo.asenjo at gmail.com Thu Jul 2 06:58:03 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Thu, 2 Jul 2009 12:58:03 +0200 Subject: [rt-users] clickable link in custom field In-Reply-To: <90f6e8270907020133yc350de2p5d2bf2ea50f39480@mail.gmail.com> References: <90f6e8270907012210y3e2c81cei6e1d1f25c5cbc2b0@mail.gmail.com> <90f6e8270907020133yc350de2p5d2bf2ea50f39480@mail.gmail.com> Message-ID: <90f6e8270907020358h1807f09bu46b31579b1efb111@mail.gmail.com> ok, it works now :-) in the link of the CF I fill this in: http://__CustomField__ and it works. Another question: how can I enter a port in the link? Like http://ip.add.of.device:9100 for a jetdirect printer, for instance. If I enter in the CF hostname:9100 then it takes me to this url (in another tab! great stuff): http://hostname%3a9100/ and then it does not work. I suppose it has to do with html encoding, but do not know how to fix this. Any clues? TIA, Natxo From c_apotla at qualcomm.com Thu Jul 2 07:26:40 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Thu, 2 Jul 2009 04:26:40 -0700 Subject: [rt-users] DashBoard create rights Message-ID: Hi, I am trying to configure Dashboards to all the users in my system. How do I assign the global right : CreateDashboard to all? I have a LOT of users in my system and it is hard to open Configuration/Global/UserRights.html and assign each one of them this right. Sometimes the system crashes just trying to list out all the users in this page. Is there a simpler way? Thank you, -Ashish -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Thu Jul 2 08:26:38 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 02 Jul 2009 08:26:38 -0400 Subject: [rt-users] DashBoard create rights In-Reply-To: References: Message-ID: <4A4CA77E.3090200@ucrwcu.rwc.uc.edu> Assign the right to the Privileged system group Potla, Ashish Bassaliel wrote: > Hi, > I am trying to configure Dashboards to all the users in my system. > > How do I assign the global right : CreateDashboard to all? > > I have a LOT of users in my system and it is hard to open > Configuration/Global/UserRights.html and assign each one of them this > right. Sometimes the system crashes just trying to list out all the > users in this page. > > Is there a simpler way? > > Thank you, > -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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From natxo.asenjo at gmail.com Thu Jul 2 08:30:33 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Thu, 2 Jul 2009 14:30:33 +0200 Subject: [rt-users] DashBoard create rights In-Reply-To: References: Message-ID: <90f6e8270907020530s50ae3520jfd8349d3bb23956b@mail.gmail.com> On Thu, Jul 2, 2009 at 1:26 PM, Potla, Ashish Bassaliel wrote: > Hi, > I am trying to configure Dashboards to all the users in my system. > > How do I assign the global right : CreateDashboard to all? login as root of rt and create a systemwide dashboard: tools, dashboards, new and in privacy, choose rt system's dashboard. natxo From natxo.asenjo at gmail.com Thu Jul 2 08:31:53 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Thu, 2 Jul 2009 14:31:53 +0200 Subject: [rt-users] DashBoard create rights In-Reply-To: <90f6e8270907020530s50ae3520jfd8349d3bb23956b@mail.gmail.com> References: <90f6e8270907020530s50ae3520jfd8349d3bb23956b@mail.gmail.com> Message-ID: <90f6e8270907020531p2ac94f66q61b7aa6656b50b24@mail.gmail.com> oops, I misread the question, disregard my answer -- natxo From jmoseley at corp.xanadoo.com Thu Jul 2 09:43:42 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Thu, 2 Jul 2009 08:43:42 -0500 Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <604752.68375.qm@web52312.mail.re2.yahoo.com> Message-ID: Threre really isn't much difference in the Apache configuration if using a virtual host. Simply put the RT apache config in a virtual host stanza: ServerName somertserver.com RT config lines... The above example would use the default IP of the server and listen on port 80. You could also add other lines so that RT has its own log file, etc. I believe there are several virtual host configuration examples in the wiki. James Moseley ty chan To jmoseley at corp.xanadoo.com, Grant 07/02/2009 02:11 Deters AM cc rt-users at lists.bestpractical.com, rt-users-bounces at lists.bestpractica l.com Subject Re: [rt-users] Reqest Tracker CentOS 5.3 setup Hi Moseley, You guid how to configure virtualhost on apache for RT also. best regards, chanty From jpierce at cambridgeenergyalliance.org Thu Jul 2 11:04:30 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 2 Jul 2009 11:04:30 -0400 Subject: [rt-users] clickable link in custom field In-Reply-To: <90f6e8270907012210y3e2c81cei6e1d1f25c5cbc2b0@mail.gmail.com> References: <90f6e8270907012210y3e2c81cei6e1d1f25c5cbc2b0@mail.gmail.com> Message-ID: Yes. You can do all sorts of interesting things with the wiki CF type. -- Cambridge Energy Alliance: Save money. Save the planet. From rmp.dmd1229 at gmail.com Thu Jul 2 11:06:43 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Thu, 2 Jul 2009 11:06:43 -0400 Subject: [rt-users] RT and Procmail In-Reply-To: <61d255bb0907020805w7fcfaeb4vab58d2195656ab99@mail.gmail.com> References: <61d255bb0907020805w7fcfaeb4vab58d2195656ab99@mail.gmail.com> Message-ID: <61d255bb0907020806m23aa6175pf01cb3adf1fdc53a@mail.gmail.com> Mis typo on my /etc/procmailrcs/it-deliver.rc PATH=/usr/local/bin:/bin:/usr/bin LOGFILE=/var/log/procmail.log VERBOSE=YES LOGABSTRACT=YES # Trash email with failure notice :0w * ^subject:.*failure notice /dev/null # Send it to RT queue :0w | /opt/rt3/bin/rt-mailgate --queue $QUEUE --action correspond --url http://data1.domain.net/rt/ On Thu, Jul 2, 2009 at 11:05 AM, rmp dmd wrote: > Hi experts, > > Im testing Procmail filtering for RT based on > http://wiki.bestpractical.com/view/SpamFiltering and previous request > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg10144.html > > > The procmail is not currently working. I'm always getting > > The following recipient(s) could not be reached: > it at data1.domain.net on 2009-07-02 09:52 AM > There was a SMTP communication problem with the recipient's > email server. Please contact your system administrator. > < data1.domain.net #5.5.0 X-Unix; 69> > > I do not know, what I'm missing. Please help > > > My /etc/aliases > it: "|/usr/bin/procmail -m QUEUE=it /etc/procmailrcs/it-deliver.rc" > my /etc/procmailrcs/it-deliver.rc > > PATH=/usr/local/bin:/bin:/usr/bin > LOGFILE=/var/log/procmail.log > VERBOSE=YES > LOGABSTRACT=YES > # Trash email with failure notice > :0w > * ^subject:.*failure notice > /dev/null > # Send it to RT queue > :0w > | /opt/rt3/bin/rt-mailgate --queue $QUEUE --action correspond --url > http://data1.echoworx.net/rt/ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmp.dmd1229 at gmail.com Thu Jul 2 11:05:13 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Thu, 2 Jul 2009 11:05:13 -0400 Subject: [rt-users] RT and Procmail Message-ID: <61d255bb0907020805w7fcfaeb4vab58d2195656ab99@mail.gmail.com> Hi experts, Im testing Procmail filtering for RT based on http://wiki.bestpractical.com/view/SpamFiltering and previous request http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg10144.html The procmail is not currently working. I'm always getting The following recipient(s) could not be reached: it at data1.domain.net on 2009-07-02 09:52 AM There was a SMTP communication problem with the recipient's email server. Please contact your system administrator. < data1.domain.net #5.5.0 X-Unix; 69> I do not know, what I'm missing. Please help My /etc/aliases it: "|/usr/bin/procmail -m QUEUE=it /etc/procmailrcs/it-deliver.rc" my /etc/procmailrcs/it-deliver.rc PATH=/usr/local/bin:/bin:/usr/bin LOGFILE=/var/log/procmail.log VERBOSE=YES LOGABSTRACT=YES # Trash email with failure notice :0w * ^subject:.*failure notice /dev/null # Send it to RT queue :0w | /opt/rt3/bin/rt-mailgate --queue $QUEUE --action correspond --url http://data1.echoworx.net/rt/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Thu Jul 2 12:04:47 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 2 Jul 2009 20:04:47 +0400 Subject: [rt-users] clickable link in custom field In-Reply-To: <90f6e8270907020358h1807f09bu46b31579b1efb111@mail.gmail.com> References: <90f6e8270907012210y3e2c81cei6e1d1f25c5cbc2b0@mail.gmail.com> <90f6e8270907020133yc350de2p5d2bf2ea50f39480@mail.gmail.com> <90f6e8270907020358h1807f09bu46b31579b1efb111@mail.gmail.com> Message-ID: <589c94400907020904u3f90feeeha449c5f002e64d2d@mail.gmail.com> It's sort of missing feature, you can either patch or workaround it. For example, you can link back to RT and pass __CustomField__ as argument, create a simple Redirect.html in local/html and redirect user to the link passed to this component as argument. On Thu, Jul 2, 2009 at 2:58 PM, Natxo Asenjo wrote: > ok, it works now :-) > > in the link of the CF I fill this in: http://__CustomField__ and it works. > > Another question: how can I enter a port in the link? Like > http://ip.add.of.device:9100 for a jetdirect printer, for instance. If > I enter in the CF hostname:9100 then it takes me to this url (in > another tab! great stuff): http://hostname%3a9100/ and then it does > not work. I suppose it has to do with html encoding, but do not know > how to fix this. Any clues? > > TIA, > > Natxo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 dhutty at ece.cmu.edu Thu Jul 2 13:19:06 2009 From: dhutty at ece.cmu.edu (Duncan Hutty) Date: Thu, 02 Jul 2009 13:19:06 -0400 Subject: [rt-users] CustomField questions Message-ID: <4A4CEC0A.4010603@ece.cmu.edu> RT-3.8.4: 1) Can I specify a custom field that is merely a checkbox? 2) Can I provide a default value for such a custom field? Or would I need to write a scrip to set value upon creation of the ticket? -- Duncan Hutty System Administrator, ECE Carnegie Mellon University Please use informative subject lines From gagel at cnc.bc.ca Thu Jul 2 13:46:24 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Thu, 02 Jul 2009 10:46:24 -0700 Subject: [rt-users] How to make the subject field mandatory? Message-ID: <4a4cf270.75c.a50.75a0@cnc.bc.ca> It works like a charm, thanks. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: Re: [rt-users] How to make the subject field mandatory? From: Elton S. Fenner To: Kevin Gagel Cc: RT Users Date: 01/07/2009 10:08 AM Kevin! I implemented Mandatory Subject in my RT 3.8.2 following the instructions on: http://wiki.bestpractical.com/view/Extensionsand http://search.cpan.org/dist/RT-Extension-MandatorySubject/ Its working fine. Elton On 06/30/2009 05:41 PM, Kevin Gagel wrote: How can I make the subject field a mandatory field? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel !DSPAM:8,4a4a78a053771833920503! ---------------------------------------------------------------------------------------------------- Caro usu?rio: * Se este e-mail n?o foi corretamente classificado como spam, encaminhe paraspam at dspam.al.rs.gov.br, ou apenas Spam. * Se este e-mail foi erroneamente classificado como spam, encaminhe paranotspam at dspam.al.rs.gov.br, ou apenas Inocente. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:http://wiki.bestpractical.com Commercial support:sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy athttp://rtbook.bestpractical.com !DSPAM:8,4a4a78a053771833920503! ------------------------------------------------------------------------------------ Caro usu?rio: * Se este e-mail n?o foi corretamente classificado como spam, ecaminhe paraspam at dspam.al.rs.gov.brou apenas Spam. * Se este e-mail foi erroneamente classificado como spam, encaminhe paranotspam at dspam.al.rs.gov.brou apenas Inocente. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael_Ellis at UManitoba.CA Thu Jul 2 16:54:03 2009 From: Michael_Ellis at UManitoba.CA (Michael Ellis) Date: Thu, 2 Jul 2009 15:54:03 -0500 Subject: [rt-users] RT-Authen-ExternalAuth-0.08 , privileged user if in group otherwise unprivileged Message-ID: Hi, RT newbie here. I've got RT-Authen-ExternalAuth-0.08 set up and working against our eDirectory. What I'd like to do now, is have users created in RT as privileged if they are members of a specific group in the directory, and unprivileged if they exist but are not in the specific group. Is this possible? Mike Ellis -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Thu Jul 2 17:02:11 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Thu, 02 Jul 2009 14:02:11 -0700 Subject: [rt-users] Custom Fields not available for dashboard edit's Message-ID: <4a4d2053.75c.ed8.10af@cnc.bc.ca> I'm having a problem with customfields not showing up when a user (me included) tries to change the column's available in a dashboard. The custom fields just don't show up. This started happening after I made a number of changes which included renaming the organization. I don't recall exactly what the old name was and tried a few variations but I can't seem to get those custom fields back. I've looked at user and group rights to ensure the showcustomfield and modifycustomfields are selected. That doesn't seem to be the problem. I fear the org name change did it and I can't set it back because I don't recall the exact string I used before changing it. So my question's are these: 1.) Would a change to the $Organization variable cause this problem? 2.) What would the query be to determine what names have been used so I can correct it? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From chanty_kh at yahoo.com Thu Jul 2 22:48:26 2009 From: chanty_kh at yahoo.com (ty chan) Date: Thu, 2 Jul 2009 19:48:26 -0700 (PDT) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: References: Message-ID: <809350.3264.qm@web52304.mail.re2.yahoo.com> Hi Moseley, Here is my configuration on httpd.conf. ServerName rt.abc.com DocumentRoot /opt/rt3/share/html ErrorLog /var/log/httpd/rt.abc.com_error CustomLog /var/log/httpd/rt.abc.com-access_log common AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi but it doesn't work for me. note: http://172.16.0.1/rt is working fine. would you please advise on this issue? regards, chanty ________________________________ From: "jmoseley at corp.xanadoo.com" To: ty chan Cc: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Sent: Thursday, July 2, 2009 8:43:42 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup Threre really isn't much difference in the Apache configuration if using a virtual host. Simply put the RT apache config in a virtual host stanza: ServerName somertserver.com RT config lines... The above example would use the default IP of the server and listen on port 80. You could also add other lines so that RT has its own log file, etc. I believe there are several virtual host configuration examples in the wiki. James Moseley ty chan To jmoseley at corp.xanadoo.com, Grant 07/02/2009 02:11 Deters AM cc rt-users at lists.bestpractical.com, rt-users-bounces at lists.bestpractica l.com Subject Re: [rt-users] Reqest Tracker CentOS 5.3 setup Hi Moseley, You guid how to configure virtualhost on apache for RT also. best regards, chanty -------------- next part -------------- An HTML attachment was scrubbed... URL: From william.graboyes at theportalgrp.com Fri Jul 3 02:51:07 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Thu, 2 Jul 2009 23:51:07 -0700 Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <809350.3264.qm@web52304.mail.re2.yahoo.com> References: <809350.3264.qm@web52304.mail.re2.yahoo.com> Message-ID: <8a5c3dac0907022351n3aee07caj2e8d76c4d3b72838@mail.gmail.com> Hi Chanty, First thing I notice is you have 2 slashes on your ScriptAlias line. And then the dumb question, as you didn't elaborate. You did reload the apache server after making the changes. What is the output in your error logs when you try to hit your RT server by name? What error does apache spit to the browser? Thanks, Bill G. On Thu, Jul 2, 2009 at 7:48 PM, ty chan wrote: > Hi Moseley, > > Here is my configuration on httpd.conf. > > > ServerName rt.abc.com > DocumentRoot /opt/rt3/share/html > ErrorLog /var/log/httpd/rt.abc.com_error > CustomLog /var/log/httpd/rt.abc.com-access_log common > AddHandler fastcgi-script fcgi > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi > > > but it doesn't work for me. > > note: http://172.16.0.1/rt is working fine. > > would you please advise on this issue? > > regards, > chanty > > ------------------------------ > *From:* "jmoseley at corp.xanadoo.com" > *To:* ty chan > *Cc:* rt-users at lists.bestpractical.com; > rt-users-bounces at lists.bestpractical.com > *Sent:* Thursday, July 2, 2009 8:43:42 PM > > *Subject:* Re: [rt-users] Reqest Tracker CentOS 5.3 setup > > Threre really isn't much difference in the Apache configuration if using a > virtual host. Simply put the RT apache config in a virtual host stanza: > > > ServerName somertserver.com > > RT config lines... > > > > The above example would use the default IP of the server and listen on port > 80. You could also add other lines so that RT has its own log file, etc. > I believe there are several virtual host configuration examples in the > wiki. > > > James Moseley > > > > > > ty chan > com> To > jmoseley at corp.xanadoo.com, Grant > 07/02/2009 02:11 Deters > AM cc > rt-users at lists.bestpractical.com, > rt-users-bounces at lists.bestpractica > l.com > Subject > Re: [rt-users] Reqest Tracker > CentOS 5.3 setup > > > > > > > > > > > Hi Moseley, > > You guid how to configure virtualhost on apache for RT also. > > best regards, > chanty > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From william.graboyes at theportalgrp.com Fri Jul 3 02:55:11 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Thu, 2 Jul 2009 23:55:11 -0700 Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <8a5c3dac0907022351n3aee07caj2e8d76c4d3b72838@mail.gmail.com> References: <809350.3264.qm@web52304.mail.re2.yahoo.com> <8a5c3dac0907022351n3aee07caj2e8d76c4d3b72838@mail.gmail.com> Message-ID: <8a5c3dac0907022355q703cbb1ch411fc2c6802947c9@mail.gmail.com> Hi Chanty, I shouldn't be doing this at the time of night it is currently... Disregard my ScriptAlias comment... and I have another question... Have you tried hitting rt.abc.com/rt ? Since it seems to work when you hit the server by IP. On Thu, Jul 2, 2009 at 11:51 PM, William Graboyes < william.graboyes at theportalgrp.com> wrote: > Hi Chanty, > > First thing I notice is you have 2 slashes on your ScriptAlias line. > > And then the dumb question, as you didn't elaborate. You did reload the > apache server after making the changes. > > What is the output in your error logs when you try to hit your RT server by > name? > > What error does apache spit to the browser? > > Thanks, > Bill G. > > On Thu, Jul 2, 2009 at 7:48 PM, ty chan wrote: > >> Hi Moseley, >> >> Here is my configuration on httpd.conf. >> >> >> ServerName rt.abc.com >> DocumentRoot /opt/rt3/share/html >> ErrorLog /var/log/httpd/rt.abc.com_error >> CustomLog /var/log/httpd/rt.abc.com-access_log common >> AddHandler fastcgi-script fcgi >> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi >> >> >> but it doesn't work for me. >> >> note: http://172.16.0.1/rt is working fine. >> >> would you please advise on this issue? >> >> regards, >> chanty >> >> ------------------------------ >> *From:* "jmoseley at corp.xanadoo.com" >> *To:* ty chan >> *Cc:* rt-users at lists.bestpractical.com; >> rt-users-bounces at lists.bestpractical.com >> *Sent:* Thursday, July 2, 2009 8:43:42 PM >> >> *Subject:* Re: [rt-users] Reqest Tracker CentOS 5.3 setup >> >> Threre really isn't much difference in the Apache configuration if using a >> virtual host. Simply put the RT apache config in a virtual host stanza: >> >> >> ServerName somertserver.com >> >> RT config lines... >> >> >> >> The above example would use the default IP of the server and listen on >> port >> 80. You could also add other lines so that RT has its own log file, etc. >> I believe there are several virtual host configuration examples in the >> wiki. >> >> >> James Moseley >> >> >> >> >> >> ty chan >> > com> To >> jmoseley at corp.xanadoo.com, Grant >> >> 07/02/2009 02:11 Deters >> AM cc >> rt-users at lists.bestpractical.com, >> rt-users-bounces at lists.bestpractica >> l.com >> Subject >> Re: [rt-users] Reqest Tracker >> CentOS 5.3 setup >> >> >> >> >> >> >> >> >> >> >> Hi Moseley, >> >> You guid how to configure virtualhost on apache for RT also. >> >> best regards, >> chanty >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Bill Graboyes > On Assignment At: > Toyota Motor Sales, USA, Inc. > Consumer Portal Delivery > Office: (310) 468-6754 > Cell: (714) 515-8312 > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at netspot.com.au Fri Jul 3 03:09:57 2009 From: tom at netspot.com.au (Tom Lanyon) Date: Fri, 3 Jul 2009 16:39:57 +0930 Subject: [rt-users] Inter-RT dependencies Message-ID: <42156935-F5C5-40A2-91B2-41E1BE00B835@netspot.com.au> Hi list, RT::URI *appears* to have all the bits to do external links - is anyone here doing any linking (eg. dependencies) between different RT instances or know if it works at all? Regards, Tom From mike.peachey at jennic.com Fri Jul 3 05:04:10 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 03 Jul 2009 10:04:10 +0100 Subject: [rt-users] RT-Authen-ExternalAuth-0.08 , privileged user if in group otherwise unprivileged In-Reply-To: References: Message-ID: <4A4DC98A.7060203@jennic.com> Thu 02 Jul 2009 21:54:03 GMT Michael Ellis wrote: > Hi, > > RT newbie here. > > I've got RT-Authen-ExternalAuth-0.08 set up and working against our > eDirectory. What I'd like to do now, is have users created in RT as > privileged if they are members of a specific group in the directory, and > unprivileged if they exist but are not in the specific group. Not currently, you would have to make change to the code. Its LDAP group capability is currently limited to grant/deny access. Feel free to submit it as a feature request to rt.cpan.org, but I can't guarantee it will be done any time soon as my life is hectic at the moment, at work and at home. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From bashir.jahed at nha.co.za Fri Jul 3 06:42:03 2009 From: bashir.jahed at nha.co.za (Bashir Jahed) Date: Fri, 3 Jul 2009 12:42:03 +0200 Subject: [rt-users] Custom Search Message-ID: <03D0CD3BAC1F2949B639858D2686296E027ED8A9@musca.ctn.nha.co.za> Hi Everone, I want to do a search based on the following: Tickets resolved by userA and userB and userC where tickets status is resolved and ticket was created after 2009-06-01 I am able to search for one user at a time, if I do userA and UserB it searches tickets that are owned by userA and UserB Can someone help please? -------------- next part -------------- An HTML attachment was scrubbed... URL: From bernhard.hansbauer at greentube.com Fri Jul 3 07:50:09 2009 From: bernhard.hansbauer at greentube.com (Bernhard Hansbauer) Date: Fri, 3 Jul 2009 13:50:09 +0200 Subject: [rt-users] rt 3.8.2 / mail loop by out-of-office reply Message-ID: <4A4DF071.5030404@greentube.com> hi, it's not for the first time we encounter a mail loop caused by an erroneous configuration of a user, and we receive hundreds of auto replies. rt does not recognize them as mail loop, thus we can only break it by blocking the sender's mail address. is there any other way to interrupt such loops? any hint would be greatly appreciated, regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From varun.vyas at elitecore.com Fri Jul 3 08:20:35 2009 From: varun.vyas at elitecore.com (Varun) Date: Fri, 3 Jul 2009 17:50:35 +0530 Subject: [rt-users] Query Logging In-Reply-To: References: Message-ID: <001c01c9fbd8$aaebfd30$4f07a8c0@elitecore.com> Hello All I have already post one question about how I can trace my query or put show my queries in log generated by RT. Though I have made some changes which as suggested by Raed. But still I am not been able to log my query in rt.log . Can any one suggest me what I have been missing. I have already set "Set($StatementLog,3);" and restarted apache. But my changes are still not being reflected. And I m not been able to log my queries Please any one can help me out in this is highly appreciated Thanks & Regards From jordanov at brg.bg Fri Jul 3 08:49:19 2009 From: jordanov at brg.bg (Boris Jordanov) Date: Fri, 03 Jul 2009 15:49:19 +0300 Subject: [rt-users] User/Group rights to see group members and user details In-Reply-To: <4A437F15.3070404@brg.bg> References: <4A437F15.3070404@brg.bg> Message-ID: <4A4DFE4F.7030303@brg.bg> Nothing? No one? :) From natxo.asenjo at gmail.com Fri Jul 3 08:52:27 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Fri, 3 Jul 2009 14:52:27 +0200 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth Message-ID: <90f6e8270907030552x41ae3355u18878349f8b7f8ef@mail.gmail.com> hi, yesterday I got RT::Authen::ExternalAuth working (v.0.0.8 I think, the latest) with rt 3.8.4 and an openldap server. All according to the README and wiki instructions, thanks for the great extension. I was wondering if there is a way to import the users from the ldap server into the rt database before they log in. -- Groeten, J.Asenjo From jmoseley at corp.xanadoo.com Fri Jul 3 09:16:27 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Fri, 3 Jul 2009 08:16:27 -0500 Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <809350.3264.qm@web52304.mail.re2.yahoo.com> Message-ID: Perhaps you didn't reload apache? With the script alias you have below, http://172.16.0.1/rt should not be working. Look at the apache error logs - that will give some clues as to what's going on. James Moseley ty chan wrote: Hi Moseley, Here is my configuration on httpd.conf. ServerName rt.abc.com DocumentRoot /opt/rt3/share/html ErrorLog /var/log/httpd/rt.abc.com_error CustomLog /var/log/httpd/rt.abc.com-access_log common AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi but it doesn't work for me. note: http://172.16.0.1/rt is working fine. From varun.vyas at elitecore.com Fri Jul 3 09:27:06 2009 From: varun.vyas at elitecore.com (Varun) Date: Fri, 3 Jul 2009 18:57:06 +0530 Subject: [rt-users] 500 Error Message-ID: <001d01c9fbe1$f5c54790$4f07a8c0@elitecore.com> Hi Steven You internal server error is may be due to the Fastcgi script idle timeout . Because when your queries takes longer than the idle timeout. Fastcgi script gives up and reports and internal server error and logs in apache logs as incomplete header received from server as it has not got any response which it is waiting for. So try to increase your Fastcgi idle timeout and set it to double the current value you have and tell me what is the result Regards Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Fri Jul 3 09:28:35 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Fri, 03 Jul 2009 14:28:35 +0100 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: <90f6e8270907030552x41ae3355u18878349f8b7f8ef@mail.gmail.com> References: <90f6e8270907030552x41ae3355u18878349f8b7f8ef@mail.gmail.com> Message-ID: <4A4E0783.3060104@jennic.com> Fri 03 Jul 2009 13:52:27 GMT Natxo Asenjo wrote: > hi, > > yesterday I got RT::Authen::ExternalAuth working (v.0.0.8 I think, the > latest) with rt 3.8.4 and an openldap server. All according to the > README and wiki instructions, thanks for the great extension. > > I was wondering if there is a way to import the users from the ldap > server into the rt database before they log in. Visit the wiki and you shall find an rt-import-ldap (or is it rt-ldap-import) script. http://wiki.bestpractical.com -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From ruslan.zakirov at gmail.com Fri Jul 3 10:08:27 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 3 Jul 2009 18:08:27 +0400 Subject: [rt-users] Query Logging In-Reply-To: <001c01c9fbd8$aaebfd30$4f07a8c0@elitecore.com> References: <001c01c9fbd8$aaebfd30$4f07a8c0@elitecore.com> Message-ID: <589c94400907030708y3c7b6553wd1c846a6c57c1b2f@mail.gmail.com> Correct usage is Set($StatementLog,"debug"); or Set($StatementLog,"error"); You have to restart server. On Fri, Jul 3, 2009 at 4:20 PM, Varun wrote: > Hello All > > I have already post one question about how I can trace my query or put show > my queries in log generated by RT. Though I have made some changes which as > suggested by Raed. But still I am not been able to log my query in rt.log . > Can any one suggest me what I have been missing. I have already set > "Set($StatementLog,3);" and restarted apache. But my changes are still not > being reflected. And I m not been able to log my queries > > Please any one can help me out in this is highly appreciated > > Thanks & 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Jul 3 10:38:45 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 3 Jul 2009 18:38:45 +0400 Subject: [rt-users] User/Group rights to see group members and user details In-Reply-To: <4A4DFE4F.7030303@brg.bg> References: <4A437F15.3070404@brg.bg> <4A4DFE4F.7030303@brg.bg> Message-ID: <589c94400907030738q236929ya6fb46f6af341440@mail.gmail.com> Your question is foggy, cuz there is no user's group as user can be user member of many groups. It's not clear if people in support group should see something special or requestors should see something. It's not clear about which page you're talking. On Fri, Jul 3, 2009 at 4:49 PM, Boris Jordanov wrote: > Nothing? No one? :) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Jul 3 10:45:55 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 3 Jul 2009 18:45:55 +0400 Subject: [rt-users] rt 3.8.2 / mail loop by out-of-office reply In-Reply-To: <4A4DF071.5030404@greentube.com> References: <4A4DF071.5030404@greentube.com> Message-ID: <589c94400907030745v6fea8259q141491fc0338e4ed@mail.gmail.com> Shot the user with a shotgun :) I think "out of office" reply creates a new ticket each time cuz subject has no ticket number. May be it's possible lower number of loops with some set of conditions on "Autoreply to requestors on create" scrip, for exampl: * matches I'm out of the office * "small" text * has reference to a mail, but subject is different * .... It's not a silver bullet, but may help in many cases. On Fri, Jul 3, 2009 at 3:50 PM, Bernhard Hansbauer wrote: > hi, > > it's not for the first time we encounter a mail loop caused by an erroneous > configuration of a user, and we receive hundreds of auto replies. > rt does not recognize them as mail loop, thus we can only break it by > blocking the sender's mail address. > > is there any other way to interrupt such loops? > > any hint would be greatly appreciated, > > regards > > Bernhard > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mario.gomide at agricultura.gov.br Fri Jul 3 10:32:30 2009 From: mario.gomide at agricultura.gov.br (Mario Gomide) Date: Fri, 03 Jul 2009 11:32:30 -0300 Subject: [rt-users] Locking up Custom Fields Message-ID: <4A4E167E.5030307@agricultura.gov.br> Hello list!!! I have an RT 3.6.1 installation, and RT works fine for me. I was hopping someone could help me out on this one: I have a couple of Custom Fields that must be filled up on the ticket creation BUT after that, they MUST NOT be changed! In other words, these specific CF must become read-only, uneditable, locked, disabled or whatever (since it still shows up on the screen), only after creation. I've tried some javascripting but I'm not getting it. I know I can (as I already have done this) lock a given CF on the creation page, but not on the Modify or Jumbo pages. Hope to hear from you experts soon!! Thanks a lot! Mario Gomide From ruslan.zakirov at gmail.com Fri Jul 3 10:59:08 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 3 Jul 2009 18:59:08 +0400 Subject: [rt-users] Locking up Custom Fields In-Reply-To: <4A4E167E.5030307@agricultura.gov.br> References: <4A4E167E.5030307@agricultura.gov.br> Message-ID: <589c94400907030759k6f7f6a1o14c0df207b6d692@mail.gmail.com> I don't know about JS or any other previous work on this. However, we thought about adding ModifyCustomFieldOnCreate right. If you write a patch, we can include it into the core. On Fri, Jul 3, 2009 at 6:32 PM, Mario Gomide wrote: > Hello list!!! > > I have an RT 3.6.1 installation, and RT works fine for me. > > I was hopping someone could help me out on this one: > I have a couple of Custom Fields that must be filled up on the ticket > creation BUT after that, they MUST NOT be changed! In other words, these > specific CF must become read-only, uneditable, locked, disabled or > whatever (since it still shows up on the screen), only after creation. > > I've tried some javascripting but I'm not getting it. I know I can (as I > already have done this) lock a given CF on the creation page, but not on > the Modify or Jumbo pages. > > Hope to hear from you experts soon!! > Thanks a lot! > > Mario Gomide > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rmp.dmd1229 at gmail.com Fri Jul 3 11:11:21 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Fri, 3 Jul 2009 11:11:21 -0400 Subject: [rt-users] merge ticket on Resolve Message-ID: <61d255bb0907030811m5177a2a0i7778c9f8c879bbff@mail.gmail.com> Hi, Thanks for the numerous response and I was able to have a scrip that merges RECOVERY alerts from nagios with PROBLEM tickets. I need help again for minor modifications.I prefer to merge PROBLEM open tickets to the RECOVERY alert ID. Here's how the scrip goes: An alert, ** PROBLEM alert - TESTONLYE DC2/check_test is CRITICAL **. RT will assigned ID 2912 A new alert, ** PROBLEM alert - TESTONLYE DC2/check_test is CRITICAL **. RT will assigned new ID 2913. A recovery alert, ** RECOVERY alert - TESTONLYE DC2/check_test is OK **. RT will assigned #2915. The scrip will merge ticket 2915 into 2912 ticket 2912 into 2913 I prefer to merge 2912 and 2913 into 2915. So when I lookup tickets, it'll be easier for us. I've been playing around with the scrips but nothing came out right. Need help. Thanks! The working scrip is below. # If the subject of the ticket matches a pattern suggesting # that this is a Nagios RECOVERY message AND there is # an existing ticket (open or new) in the "IT" queue with a matching # "problem description", (that is not this ticket) # merge this ticket into that ticket # # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html my $problem_desc = undef; my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) { # This looks like a nagios recovery message $problem_desc = $2; $RT::Logger->debug("Found a recovery msg: $problem_desc"); } else { return 1; } # Ok, now let's merge this ticket with it's PROBLEM msg. my $search = RT::Tickets->new($RT::SystemUser); $search->LimitQueue(VALUE => 'IT'); $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); $search->LimitStatus(VALUE => 'open', OPERATOR => '='); if ($search->Count == 0) { return 1; } my $id = undef; while (my $ticket = $search->Next) { # Ignore the ticket that opened this transation (the recovery one...) next if $self->TicketObj->Id == $ticket->Id; # Look for nagios PROBLEM warning messages... if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { if ($2 eq $problem_desc){ # Aha! Found the Problem TICKET corresponding to this RECOVERY # ticket $id = $ticket->Id; # Nagios may send more then one PROBLEM message, right? $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); # Keep looking for more PROBLEM tickets... } } } $id || return 1; # Auto-close/resolve this whole thing #$self->TicketObj->SetStatus( "resolved" ); 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From odhiambo at gmail.com Fri Jul 3 11:39:14 2009 From: odhiambo at gmail.com (=?UTF-8?B?T2RoaWFtYm8gIOODr+OCt+ODs+ODiOODsw==?=) Date: Fri, 3 Jul 2009 18:39:14 +0300 Subject: [rt-users] rt 3.8.2 / mail loop by out-of-office reply In-Reply-To: <589c94400907030745v6fea8259q141491fc0338e4ed@mail.gmail.com> References: <4A4DF071.5030404@greentube.com> <589c94400907030745v6fea8259q141491fc0338e4ed@mail.gmail.com> Message-ID: <991123400907030839n1ecb3f31rc9138ee978fa1292@mail.gmail.com> On Fri, Jul 3, 2009 at 5:45 PM, Ruslan Zakirov wrote: > Shot the user with a shotgun :) > > I think "out of office" reply creates a new ticket each time cuz > subject has no ticket number. May be it's possible lower number of > loops with some set of conditions on "Autoreply to requestors on > create" scrip, for exampl: > > * matches I'm out of the office > * "small" text > * has reference to a mail, but subject is different > * .... > > It's not a silver bullet, but may help in many cases. > > > On Fri, Jul 3, 2009 at 3:50 PM, Bernhard > Hansbauer wrote: > > hi, > > > > it's not for the first time we encounter a mail loop caused by an > erroneous > > configuration of a user, and we receive hundreds of auto replies. > > rt does not recognize them as mail loop, thus we can only break it by > > blocking the sender's mail address. > > > > is there any other way to interrupt such loops? > > > > any hint would be greatly appreciated, IIRC, autoreplies should, as a standard, have "X-Precedence: bulk" set as one of the headers, but there may be some other strings in the headers that you can base a match on. You can then write a filter rule for your MTA such that if this header (or other string) is matched on the header and the destination (TO:, CC:, BCC) matches _any_ of your queue addresses on RT, then the mail is discarded, but with a copy to RT_ADMIN?? -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Fri Jul 3 12:43:26 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 3 Jul 2009 20:43:26 +0400 Subject: [rt-users] CustomField questions In-Reply-To: <4A4CEC0A.4010603@ece.cmu.edu> References: <4A4CEC0A.4010603@ece.cmu.edu> Message-ID: <589c94400907030943j21befd8g61a47e148e55a56e@mail.gmail.com> On Thu, Jul 2, 2009 at 9:19 PM, Duncan Hutty wrote: > RT-3.8.4: > 1) Can I specify a custom field that is merely a checkbox? RT-Extension-CustomField-Checkbox, on the cpan will be soon. Or fetch it from github. > > 2) Can I provide a default value for such a custom field? Or would I > need to write a scrip to set value upon creation of the ticket? We did something like this in RTIR recently. You may want to take a look. I think it can be another extension. > -- > Duncan Hutty > System Administrator, ECE > Carnegie Mellon University > > Please use informative subject lines > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rtusers-20090205 at billmail.scconsult.com Fri Jul 3 13:04:08 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 03 Jul 2009 13:04:08 -0400 Subject: [rt-users] Upgrade only the DB schema In-Reply-To: <24220460.post@talk.nabble.com> References: <24220460.post@talk.nabble.com> Message-ID: <4A4E3A08.90901@billmail.scconsult.com> dmatton wrote, On 6/26/09 9:36 AM: > Hello everybody, > > I've got RT 3.6.6 in production and I would like to upgrade only the DB > schema to 3.8.4. Is it possible ? No. Of course it is *possible* in the most narrowly pedantic sense. You can make the schema changes without installing the new RT code, but what you end up with won't work. From rtusers-20090205 at billmail.scconsult.com Fri Jul 3 13:13:43 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 03 Jul 2009 13:13:43 -0400 Subject: [rt-users] reply address from RT In-Reply-To: References: Message-ID: <4A4E3C47.1090909@billmail.scconsult.com> testwreq wreq wrote, On 6/26/09 11:23 AM: > I have the new install of RT. When a new ticket is created, we get a > response from RT which has a reply-to field set as 'fdsfds at .... ; can > anyone tell where this setting is comming from? > In the RT_SiteConfig file we have set the correspondAddress as follows. > Set($CorrespondAddress, 'rt at cs.sunysb.edu' ); > where and what should we change in order to fix 'fdsfds at .. to rt at ... > Below is the sample of email received from RT. fdsfds at www2 > should be rt@ cs.sunysb.edu > From: The default queue via RT [mailto:fdsfds at www2.cs.sunysb.edu > ] > Sent: Thursday, June 25, 2009 2:16 PM > To: ha at cs.sunysb.edu > Subject: [CS_Department #9] AutoReply: whitelist request It appears that you either are using a pre-3.8 RT with RTx::BrandedQueues or 3.8.x and have set up a "Subject Tag" (CS-Department) and "Reply Address" for the default queue. Remove the Reply Address in the queue configuration, and you should get the default address (i.e. whatever RT_SiteConfig.pm sets) From gagel at cnc.bc.ca Fri Jul 3 13:16:07 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 03 Jul 2009 10:16:07 -0700 Subject: [rt-users] RT can't create user from a reply email - We're using LDAP... Message-ID: <4a4e3cd7.75c.ee0.6797@cnc.bc.ca> Resending as no response yet... --- Original message --- Subject: RT can't create user from a reply email - We're using LDAP... From: Kevin Gagel To: Date: 25/06/2009 2:45 PM How do I get RT configured to allow a reply message to auto create the user? Currently I have the ldap configuration only allowing my department to login. But I'd like to have RT accept the reply from a user and have it append it to the appropriate record. As long as a reply is from one of us it does that but when we cc one of our users not in our department RT complains that it couldn't create the user and when a user replies to a RT email RT rejects the message and forwards it to the owner instead of adding it to the ticket. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From Hossein.Rafighi at triumf.ca Fri Jul 3 13:33:59 2009 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Fri, 03 Jul 2009 10:33:59 -0700 Subject: [rt-users] RTFM rights Question In-Reply-To: <4A4E3C47.1090909@billmail.scconsult.com> References: <4A4E3C47.1090909@billmail.scconsult.com> Message-ID: <4A4E4107.5020401@triumf.ca> Hi All, I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an unprivileged users does a search for an article s/he sees them, but when these articles are clicked on, they don't see the link for the content of any article. My privileged users don't have this problem! They can search and see the articles and links! I've set the group rights on global and class level in rtfm to: See Class, ShowArticle, and ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? Many thanks in advance, Hossein Rafighi -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From natxo.asenjo at gmail.com Fri Jul 3 14:30:38 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Fri, 3 Jul 2009 20:30:38 +0200 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: <4A4E0783.3060104@jennic.com> References: <90f6e8270907030552x41ae3355u18878349f8b7f8ef@mail.gmail.com> <4A4E0783.3060104@jennic.com> Message-ID: <90f6e8270907031130yebe8397hbbf112d2447268f@mail.gmail.com> hi, I found this: http://www.cpan.org/modules/by-module/RT/RT-Extension-LDAPImport-0.06.tar.gz and installed it according to the instructions in the README. My RT installation is also vanilla 3.8.3, so everything is in /opt/rt3 The settings in RT_SiteConfig.pm are: Set($LDAPHost,'host.domain.tld'); Set($LDAPUser, 'cn=user,dc=domain,dc=tld'); Set($LDAPPassword, 'password'); Set($LDAPBase, 'ou=users,dc=domain,dc=tld'); Set($LDAPFilter, 'cn = *'); Set($LDAPMapping, {Name => 'uid', EmailAddress => 'mail', RealName => 'cn', WorkPhone => 'telephoneNumber', Organization => 'departmentName'}); Set($LDAPGroupName,'Imported Users'); Set($LDAPUpdateUsers,1); The first run wasn't very sucessful: Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at ./rtldapimport line 13. I had to add this path to rtldapimport because it would not find a module: ### after: use lib qw(@RT_LIB_PATH@); use lib qw(/opt/rt3/local/lib /opt/rt3/lib /opt/rt3/local/plugins/RT-Extension-LDAPImport/lib); After that it runs host:/opt/rt3/local/plugins/RT-Extension-LDAPImport/bin# ./rtldapimport --debug Starting import connecting to host.domain.tld binding as cn=user,dc=domain,dc=tld searching with base => 'ou=users,dc=domain,dc=tld' filter => 'cn = *' search found 0 users No results found, no import Finished import But it is incorrect, there are 16 objects in that container: $ ldapsearch -x -b "ou=users,dc=domain,dc=tld" -h host.domain.tld "(cn=*)" cn ....(lots of output with user dn and cn) # numResponses: 17 # numEntries: 16 Am I doing something wrong? maybe the ldap filter in RT_SiteConfig.pm? -- Groeten, J.Asenjo From ggreene at minervanetworks.com Fri Jul 3 15:48:40 2009 From: ggreene at minervanetworks.com (Gary Greene) Date: Fri, 03 Jul 2009 12:48:40 -0700 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: <90f6e8270907030552x41ae3355u18878349f8b7f8ef@mail.gmail.com> Message-ID: On 7/3/09 5:52 AM, "Natxo Asenjo" wrote: > hi, > > yesterday I got RT::Authen::ExternalAuth working (v.0.0.8 I think, the > latest) with rt 3.8.4 and an openldap server. All according to the > README and wiki instructions, thanks for the great extension. > > I was wondering if there is a way to import the users from the ldap > server into the rt database before they log in. > > -- > Groeten, > J.Asenjo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com I've successfully used RT::Extension::LDAPImport to bring users in, and then use RT::Authen::ExternalAuth for passwords. From ggreene at minervanetworks.com Fri Jul 3 15:51:42 2009 From: ggreene at minervanetworks.com (Gary Greene) Date: Fri, 03 Jul 2009 12:51:42 -0700 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: <90f6e8270907031130yebe8397hbbf112d2447268f@mail.gmail.com> Message-ID: On 7/3/09 11:30 AM, "Natxo Asenjo" wrote: > hi, > > I found this: > > http://www.cpan.org/modules/by-module/RT/RT-Extension-LDAPImport-0.06.tar.gz > > and installed it according to the instructions in the README. My RT > installation is also vanilla 3.8.3, so everything is in /opt/rt3 > > The settings in RT_SiteConfig.pm are: > > Set($LDAPHost,'host.domain.tld'); > Set($LDAPUser, 'cn=user,dc=domain,dc=tld'); > Set($LDAPPassword, 'password'); > Set($LDAPBase, 'ou=users,dc=domain,dc=tld'); > Set($LDAPFilter, 'cn = *'); > Set($LDAPMapping, {Name => 'uid', > EmailAddress => 'mail', > RealName => 'cn', > WorkPhone => 'telephoneNumber', > Organization => 'departmentName'}); > > > Set($LDAPGroupName,'Imported Users'); > Set($LDAPUpdateUsers,1); > > The first run wasn't very sucessful: > > Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains: > /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at > ./rtldapimport line 13. > > I had to add this path to rtldapimport because it would not find a module: > > ### after: use lib qw(@RT_LIB_PATH@); > use lib qw(/opt/rt3/local/lib /opt/rt3/lib > /opt/rt3/local/plugins/RT-Extension-LDAPImport/lib); > > After that it runs > > host:/opt/rt3/local/plugins/RT-Extension-LDAPImport/bin# ./rtldapimport > --debug > Starting import > connecting to host.domain.tld > binding as cn=user,dc=domain,dc=tld > searching with base => 'ou=users,dc=domain,dc=tld' filter => 'cn = *' > search found 0 users > No results found, no import > Finished import > > But it is incorrect, there are 16 objects in that container: > > $ ldapsearch -x -b "ou=users,dc=domain,dc=tld" -h host.domain.tld "(cn=*)" cn > ....(lots of output with user dn and cn) > # numResponses: 17 > # numEntries: 16 > > Am I doing something wrong? maybe the ldap filter in RT_SiteConfig.pm? Your filter is incomplete. Are you using AD or OpenLDAP? From gagel at cnc.bc.ca Fri Jul 3 16:06:51 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 03 Jul 2009 13:06:51 -0700 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth Message-ID: <4a4e64db.75c.980.1d06@cnc.bc.ca> --- Original message --- >I've successfully used RT::Extension::LDAPImport to bring users in, and then >use RT::Authen::ExternalAuth for passwords. Is that the only way? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Fri Jul 3 16:12:35 2009 From: ggreene at minervanetworks.com (Gary Greene) Date: Fri, 03 Jul 2009 13:12:35 -0700 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: <4a4e64db.75c.980.1d06@cnc.bc.ca> Message-ID: On 7/3/09 1:06 PM, "Kevin Gagel" wrote: > --- Original message --- >> >I've successfully used RT::Extension::LDAPImport to bring users in, and then >> >use RT::Authen::ExternalAuth for passwords. > > Is that the only way? > > Kevin W. Gagel > Network Administrator > Local 5448 > My blog: > http://mail.cnc.bc.ca/blogs/gagel > My shared files: > http://mail.cnc.bc.ca/users/gagel > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com It?s not the ONLY way, but it is one way that DOES work. You could write a script that pulls users from LDAP and then use the REST API to import them. -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Fri Jul 3 16:15:47 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Fri, 3 Jul 2009 22:15:47 +0200 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: References: <90f6e8270907031130yebe8397hbbf112d2447268f@mail.gmail.com> Message-ID: <90f6e8270907031315g4683d13es9a2992b2a752e31e@mail.gmail.com> On Fri, Jul 3, 2009 at 9:51 PM, Gary Greene wrote: > On 7/3/09 11:30 AM, "Natxo Asenjo" wrote: >> The settings in RT_SiteConfig.pm are: >> >> Set($LDAPHost,'host.domain.tld'); >> Set($LDAPUser, 'cn=user,dc=domain,dc=tld'); >> Set($LDAPPassword, 'password'); >> Set($LDAPBase, 'ou=users,dc=domain,dc=tld'); >> Set($LDAPFilter, 'cn = *'); >> Set($LDAPMapping, {Name ? ? ? ? => 'uid', >> ? ? ? ? ? ? ? ? ? ? EmailAddress => 'mail', >> ? ? ? ? ? ? ? ? ? ? RealName ? ? => 'cn', >> ? ? ? ? ? ? ? ? ? ? WorkPhone ? ?=> 'telephoneNumber', >> ? ? ? ? ? ? ? ? ? ? Organization => 'departmentName'}); [knip] > Your filter is incomplete. Are you using AD or OpenLDAP? openldap. So any tips about how the filter should look like? TIA, Natxo From william.graboyes at theportalgrp.com Fri Jul 3 16:05:07 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Fri, 3 Jul 2009 13:05:07 -0700 Subject: [rt-users] Custom Search In-Reply-To: <03D0CD3BAC1F2949B639858D2686296E027ED8A9@musca.ctn.nha.co.za> References: <03D0CD3BAC1F2949B639858D2686296E027ED8A9@musca.ctn.nha.co.za> Message-ID: <8a5c3dac0907031305q63127275p5b44954a06957956@mail.gmail.com> Hello Bahsir, (Owner = 'userB' OR Owner = 'userA') AND (Status = 'Resolved) Pop that into your advanced tab, hit apply, and you are good to go. Thanks, Bill G. On Fri, Jul 3, 2009 at 3:42 AM, Bashir Jahed wrote: > Hi Everone, > > > > I want to do a search based on the following: > > Tickets resolved by userA and userB and userC where tickets status is > resolved and ticket was created after 2009-06-01 > > > > I am able to search for one user at a time, if I do userA and UserB it > searches tickets that are owned by userA and UserB > > > > Can someone help please? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Fri Jul 3 16:42:26 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 03 Jul 2009 13:42:26 -0700 Subject: [rt-users] Error: Loaded object has different id at /opt/rt3/bin/../lib/RT/Shredder.pm line 362, line 323. Message-ID: <4a4e6d32.75c.940.4dc5@cnc.bc.ca> My custom fields are not showing up in my dashboard. I suspect that changing the organization name has something to do with it. I just tried to see if shredder could locate one of my missing custom fields and got this error: Loaded object has different id at /opt/rt3/bin/../lib/RT/Shredder.pm line 362, line 323. I've been at this for days now and haven't gotten any further ahead. Help.... Please... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Fri Jul 3 16:43:22 2009 From: ggreene at minervanetworks.com (Gary Greene) Date: Fri, 03 Jul 2009 13:43:22 -0700 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: <90f6e8270907031315g4683d13es9a2992b2a752e31e@mail.gmail.com> Message-ID: On 7/3/09 1:15 PM, "Natxo Asenjo" wrote: > On Fri, Jul 3, 2009 at 9:51 PM, Gary Greene > wrote: >> On 7/3/09 11:30 AM, "Natxo Asenjo" wrote: > >>> The settings in RT_SiteConfig.pm are: >>> >>> Set($LDAPHost,'host.domain.tld'); >>> Set($LDAPUser, 'cn=user,dc=domain,dc=tld'); >>> Set($LDAPPassword, 'password'); >>> Set($LDAPBase, 'ou=users,dc=domain,dc=tld'); >>> Set($LDAPFilter, 'cn = *'); >>> Set($LDAPMapping, {Name ? ? ? ? => 'uid', >>> ? ? ? ? ? ? ? ? ? ? EmailAddress => 'mail', >>> ? ? ? ? ? ? ? ? ? ? RealName ? ? => 'cn', >>> ? ? ? ? ? ? ? ? ? ? WorkPhone ? ?=> 'telephoneNumber', >>> ? ? ? ? ? ? ? ? ? ? Organization => 'departmentName'}); > > [knip] > >> Your filter is incomplete. Are you using AD or OpenLDAP? > > openldap. So any tips about how the filter should look like? > > TIA, > > Natxo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com You'll likely want to do something like this: (&(objectClass = person)(uid = *)) From natxo.asenjo at gmail.com Fri Jul 3 17:14:54 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Fri, 3 Jul 2009 23:14:54 +0200 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: References: <90f6e8270907031315g4683d13es9a2992b2a752e31e@mail.gmail.com> Message-ID: <90f6e8270907031414v396d77bewf32b8033d5c4a742@mail.gmail.com> On Fri, Jul 3, 2009 at 10:43 PM, Gary Greene wrote: > On 7/3/09 1:15 PM, "Natxo Asenjo" wrote: [knip] >>> Your filter is incomplete. Are you using AD or OpenLDAP? >> >> openldap. So any tips about how the filter should look like? >> > You'll likely want to do something like this: > > (&(objectClass = person)(uid = *)) that did the trick. Thanks! From chanty_kh at yahoo.com Fri Jul 3 21:09:35 2009 From: chanty_kh at yahoo.com (ty chan) Date: Fri, 3 Jul 2009 18:09:35 -0700 (PDT) Subject: [rt-users] Reqest Tracker CentOS 5.3 setup In-Reply-To: <8a5c3dac0907022355q703cbb1ch411fc2c6802947c9@mail.gmail.com> References: <809350.3264.qm@web52304.mail.re2.yahoo.com> <8a5c3dac0907022351n3aee07caj2e8d76c4d3b72838@mail.gmail.com> <8a5c3dac0907022355q703cbb1ch411fc2c6802947c9@mail.gmail.com> Message-ID: <561094.31921.qm@web52309.mail.re2.yahoo.com> Hi Bill, rt.abc.com/rt is working for me. note: eveytime i change something on the apache, i did restart the service. regards, chanty ________________________________ From: William Graboyes To: ty chan Cc: jmoseley at corp.xanadoo.com; rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Sent: Friday, July 3, 2009 1:55:11 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup Hi Chanty, I shouldn't be doing this at the time of night it is currently... Disregard my ScriptAlias comment... and I have another question... Have you tried hitting rt.abc.com/rt ? Since it seems to work when you hit the server by IP. On Thu, Jul 2, 2009 at 11:51 PM, William Graboyes wrote: >Hi Chanty, > >First thing I notice is you have 2 slashes on your ScriptAlias line. > >And then the dumb question, as you didn't elaborate. You did reload the apache server after making the changes. > >What is the output in your error logs when you try to hit your RT server by name? > >What error does apache spit to the browser? > >Thanks, >Bill G. > > >On Thu, Jul 2, 2009 at 7:48 PM, ty chan wrote: > >Hi Moseley, >> >> >>Here is my configuration on httpd.conf. >> >> >> >> ServerName rt.abc.com >> DocumentRoot /opt/rt3/share/html >> ErrorLog /var/log/httpd/rt.abc.com_error >> CustomLog /var/log/httpd/rt.abc.com-access_log common >> AddHandler fastcgi-script fcgi >> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi >> >> >> >>but it doesn't work for me. >> >> >>note: http://172.16.0.1/rt is working fine. >> >> >>would you please advise on this >> issue? >> >> >>regards, >>chanty >> >> >> ________________________________ From: "jmoseley at corp.xanadoo.com" >>To: ty chan >>Cc: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com >>Sent: Thursday, July 2, 2009 8:43:42 PM >> >>Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup >> >> >>>>Threre really isn't much difference in the Apache configuration if using a >>virtual host. Simply put the RT apache config in a virtual host stanza: >> >> >>ServerName somertserver.com >> >>RT config lines... >> >> >> >>The above example would use the default IP of the server and listen on port >>80. You could also add other lines so that RT has its own log file, etc. >>I believe there are several virtual host configuration examples in the >>>> >>wiki. >> >> >>James Moseley >> >> >> >> >> >> ty chan >> >> > com> To >> jmoseley at corp.xanadoo.com, Grant >>>> >> 07/02/2009 >> 02:11 Deters >> AM cc >> rt-users at lists.bestpractical.com, >>>> >> rt-users-bounces at lists.bestpractica >> l.com >>>> >> Subject >> Re: [rt-users] Reqest Tracker >> CentOS 5.3 >> setup >> >> >> >>>> >> >> >> >> >> >> >> >> >>Hi Moseley, >> >>You guid how to configure virtualhost on apache for RT also. >> >>best regards, >>chanty >> >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: sales at bestpractical.com >> >> >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>Buy a copy at http://rtbook.bestpractical.com >> > > >-- >Bill Graboyes >On Assignment At: >>Toyota Motor Sales, USA, Inc. >>Consumer Portal Delivery >Office: (310) 468-6754 >Cell: (714) 515-8312 > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From varun.vyas at elitecore.com Sat Jul 4 02:06:40 2009 From: varun.vyas at elitecore.com (Varun) Date: Sat, 4 Jul 2009 11:36:40 +0530 Subject: [rt-users] Query Logging In-Reply-To: <589c94400907030708y3c7b6553wd1c846a6c57c1b2f@mail.gmail.com> References: <001c01c9fbd8$aaebfd30$4f07a8c0@elitecore.com> <589c94400907030708y3c7b6553wd1c846a6c57c1b2f@mail.gmail.com> Message-ID: <000001c9fc6d$99cd6760$4f07a8c0@elitecore.com> Hi Ruslan Thanks a lot for the giving me exact usage. And I will definitely made changes as suggested by you and will let you know Thanks & Regards -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Friday, July 03, 2009 7:38 PM To: Varun Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Query Logging Correct usage is Set($StatementLog,"debug"); or Set($StatementLog,"error"); You have to restart server. On Fri, Jul 3, 2009 at 4:20 PM, Varun wrote: > Hello All > > I have already post one question about how I can trace my query or put show > my queries in log generated by RT. Though I have made some changes which as > suggested by Raed. But still I am not been able to log my query in rt.log . > Can any one suggest me what I have been missing. I have already set > "Set($StatementLog,3);" and restarted apache. But my changes are still not > being reflected. And I m not been able to log my queries > > Please any one can help me out in this is highly appreciated > > Thanks & 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 > -- Best regards, Ruslan. From JoopvandeWege at mococo.nl Sat Jul 4 02:24:44 2009 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Sat, 04 Jul 2009 08:24:44 +0200 Subject: [rt-users] RT Query Logging In-Reply-To: <4A49ABEB.5080503@elitecore.com> References: <4A49ABEB.5080503@elitecore.com> Message-ID: <4A4EF5AC.905@mococo.nl> Varun Vyas wrote: > Hello All > > Can anyone can tell me how i can log my queries that hits my database in > RT.log. I am using oracle 9i and RT 3.6.3 we have a performance issue as I saw that it is now working for you, query logging that is. > our RT is very slow and takes 15-20 seconds for database operations. So > i want to log my queries so that i can then analyze them for performance > optimisation. And also i m getting internal server error frequently can > any one tell me how can i correct it Timeout can be circumvented by increasing the fastcgi timeout but that doesn't speed up RT. I gather from your emails that it is not displaying that is reaaaal slow but the updates and inserts which points to problems with the indices of Oracle. Each insert/update updates the index. Do you have your index tablespace of the rt schema on a different drive than your data tablespace? Do you have archiving enabled? and where are your archives being written to? and what about the redo logs? What is the general write performance to that drive? Hopefully some of these question will help you pinpoint where the problem is. Regards, Joop From varun.vyas at elitecore.com Sat Jul 4 02:43:11 2009 From: varun.vyas at elitecore.com (Varun) Date: Sat, 4 Jul 2009 12:13:11 +0530 Subject: [rt-users] RT Query Logging In-Reply-To: <4A4EF5AC.905@mococo.nl> References: <4A49ABEB.5080503@elitecore.com> <4A4EF5AC.905@mococo.nl> Message-ID: <000101c9fc72$b3411cf0$4f07a8c0@elitecore.com> Hi Joop Thanks for your reply. I will let you know all this by concerning with my DBA. Thanks & Regards Varun Vyas -----Original Message----- From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] Sent: Saturday, July 04, 2009 11:55 AM To: Varun Vyas; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Query Logging Varun Vyas wrote: > Hello All > > Can anyone can tell me how i can log my queries that hits my database in > RT.log. I am using oracle 9i and RT 3.6.3 we have a performance issue as I saw that it is now working for you, query logging that is. > our RT is very slow and takes 15-20 seconds for database operations. So > i want to log my queries so that i can then analyze them for performance > optimisation. And also i m getting internal server error frequently can > any one tell me how can i correct it Timeout can be circumvented by increasing the fastcgi timeout but that doesn't speed up RT. I gather from your emails that it is not displaying that is reaaaal slow but the updates and inserts which points to problems with the indices of Oracle. Each insert/update updates the index. Do you have your index tablespace of the rt schema on a different drive than your data tablespace? Do you have archiving enabled? and where are your archives being written to? and what about the redo logs? What is the general write performance to that drive? Hopefully some of these question will help you pinpoint where the problem is. Regards, Joop From natxo.asenjo at gmail.com Sat Jul 4 07:51:08 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Sat, 4 Jul 2009 13:51:08 +0200 Subject: [rt-users] devel list AssetTracker Message-ID: <90f6e8270907040451k4d0ffcbbg2fb56b31a75a8310@mail.gmail.com> hi, My apologies for posting here, but I in the assettracker some things remain unanswered (see http://code.google.com/p/asset-tracker-4rt/wiki/FeatureRequestPage ) Is there a devel mailing list for asset tracker? Are there enough people with an interest in such a list? RT is the best helpdesk software out there, but I see lots of places where the lack of some feautures (like tracking assets) get RT out the door. This is a shame. At work I am now stuck with topdesk because of this, and every time I have to use that piece of sh*t I nearly cry when I think at how good and fast RT is. That is why I would like to change this, I am no perl guru (far from that) but am willing to learn and contribute in my own time. Are there any other people interested in further improving assettracker? -- Groeten, Natxo From rtusers-20090205 at billmail.scconsult.com Sat Jul 4 14:35:41 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Sat, 04 Jul 2009 14:35:41 -0400 Subject: [rt-users] devel list AssetTracker In-Reply-To: <90f6e8270907040451k4d0ffcbbg2fb56b31a75a8310@mail.gmail.com> References: <90f6e8270907040451k4d0ffcbbg2fb56b31a75a8310@mail.gmail.com> Message-ID: <4A4FA0FD.1070306@billmail.scconsult.com> Natxo Asenjo wrote, On 7/4/09 7:51 AM: > hi, > > My apologies for posting here, but I in the assettracker some things > remain unanswered (see > http://code.google.com/p/asset-tracker-4rt/wiki/FeatureRequestPage ) > Is there a devel mailing list for asset tracker? There is no mailing list dedicated to Asset Tracker that has significant membership or traffic. A few months ago, someone posted here about starting a list for it, but he made 2 mistakes: (1) he created the list on yahoogroups.de, making signup confusing for people who don't speak German, and (2) he made no real effort at evangelizing it. However, the author of AT (Todd Chapman) can sometimes be seen posting to this list and to the rt-devel list regarding AT. Apparently he pays more attention to these lists than to the Google Code site. > Are there enough > people with an interest in such a list? Probably not. There don't seem to be a lot of people using AT. In its current state it does not have a lot of appeal, and I say that as someone currently deploying it. Having worked with Todd at the company where he created AT, I could but probably should not dissect how AT was built to be attractive to a small pathological niche of organizations... Beyond that, I think AT is a victim of being a minimalist tool that is implemented very well and is dependent upon and constrained by a larger framework. People who are not daunted by the amount and type of work required to implement a working asset tracking system using AT are likely to have enough Perl skill to handle a lot of their own customizations and AT itself isn't big enough or sloppy enough to provide much to work on. There's not enough to it to base a community of user/developers on which would be distinct from RT. I should also add that in my experience working with AT at its birthplace and seeing how it evolved there and now trying to get it deployed in a very different environment, the most common *user* problem with AT is understanding how to model their assets as very simple data objects with links to assets of other simple types rather than having internal complexity in the asset records themselves. > RT is the best helpdesk software out there, but I see lots of places > where the lack of some feautures (like tracking assets) get RT out > the door. This is a shame. At work I am now stuck with topdesk because > of this, and every time I have to use that piece of sh*t I nearly cry > when I think at how good and fast RT is. That is why I would like to > change this, I am no perl guru (far from that) but am willing to learn > and contribute in my own time. Are there any other people interested > in further improving assettracker? I'm one, but I'm only a Perl hacker to the degree that I need to be. I don't have enough spare cycles to make anything like a commitment to advancing a piece of freeware. From aperotti at cutaway.it Sun Jul 5 10:05:38 2009 From: aperotti at cutaway.it (Andrea Perotti) Date: Sun, 05 Jul 2009 16:05:38 +0200 Subject: [rt-users] WebPath problem Message-ID: <4A50B332.3000503@cutaway.it> Hi I'm having some problem after changing the WebPath variable. I installed an instance of RT 3.6.6 using Set($WebPath, "/boris"); in RT_SiteConfig of the test env, to try it. Everything worked as expected and we moved the environment in production, dumping and restoring the db. We removed the WebPath definition, since . Set($WebPath, ""); was already defined in RT_Config.pm . All the path get the change, except for one: in the home page "RT at a Glance", in the block "highest priority tickets I own" the Subject field still has the wrong url. To fix it, I have to edit it, remove that column from the "Show Columns" list and them readd it. Doing this procedure fix that. I did that procedure all for the already existent users but I thought that the new one will be safe, but Murphy laught at me :| all the new have the problem too. I cleaned cache and looked around, but I've learned from my experiments is that is something in the db that generate the problem. Now I'm running RT-3.8.2 on debian 4.0 . Do you have any hint to fix that problem? Thank you for your attention -- Andrea Perotti -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3348 bytes Desc: S/MIME Cryptographic Signature URL: From mike.peachey at jennic.com Mon Jul 6 04:58:05 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 06 Jul 2009 09:58:05 +0100 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: References: Message-ID: <4A51BC9D.9080301@jennic.com> Fri 03 Jul 2009 21:12:35 GMT Gary Greene wrote: > On 7/3/09 1:06 PM, "Kevin Gagel" wrote: To be clear.. users are imported by ExternalAuth when they log in. The import scripts are to have them all added at once. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From varun.vyas at elitecore.com Mon Jul 6 06:36:51 2009 From: varun.vyas at elitecore.com (Varun) Date: Mon, 6 Jul 2009 16:06:51 +0530 Subject: [rt-users] URL Rewriting For RT Message-ID: <000601c9fe25$ac84a8f0$4f07a8c0@elitecore.com> Hello All I have RT application deployed solely on HTTPS so it is creating much overhead on whole site. So I have now decided to keep only login page on HTTPS and then rest of site on HTTP. I have googled it and found out that apache url rewriting is way to achieve this but I have not got a concise answer to how do I can achieve this. So I want to know how I can implement it? Does any one has implemented before any url rewriting for RT or another site and what is way to achieve it and what code I needs to be added to my apache config file. Any help is highly appreciated. Thanks & Regards Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From Subbaraman.Venkateswaran at blackrock.com Mon Jul 6 10:05:09 2009 From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman) Date: Mon, 6 Jul 2009 10:05:09 -0400 Subject: [rt-users] Spam filtering in RT Message-ID: Hello everyone, Would like to understand what's the best strategy to stop spam emails creating tickets in RT ? Thanks for your time. Thanks Subba Venkateswaran A&T - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. -------------- next part -------------- An HTML attachment was scrubbed... URL: From odhiambo at gmail.com Mon Jul 6 10:15:42 2009 From: odhiambo at gmail.com (=?UTF-8?B?T2RoaWFtYm8gIOODr+OCt+ODs+ODiOODsw==?=) Date: Mon, 6 Jul 2009 17:15:42 +0300 Subject: [rt-users] Spam filtering in RT In-Reply-To: References: Message-ID: <991123400907060715v3cccc700w755b870a969741d9@mail.gmail.com> On Mon, Jul 6, 2009 at 5:05 PM, Venkateswaran, Subbaraman < Subbaraman.Venkateswaran at blackrock.com> wrote: > Hello everyone, > > Would like to understand what's the best strategy to stop spam emails > creating tickets in RT ? Thanks for your time. > Once you are "sure" of how effective your general spam filtering is, you simply need to stop any e-mails classified as spam from every entering RT. You cannot succeed 100% though, so what you perhaps need to do is to redirect any such e-mails to a queue on RT where there is no autoreponse scrip. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikedawg at gmail.com Mon Jul 6 10:47:46 2009 From: mikedawg at gmail.com (Mike Harris) Date: Mon, 6 Jul 2009 07:47:46 -0700 Subject: [rt-users] New vulnerability with FCKEditor, is RT effected Message-ID: <5268af340907060747n422a1c75q8cdde5fdd536773d@mail.gmail.com> I'm unsure what version of FCKEditor is included with RT 3.8.4. Is the version of FCKEditor less than 2.6.4.1? There is a potential advisory out for FCKEditor 2.6.4.1 and less: http://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2009-2265 Thanks -- Mike From Michael_Ellis at UManitoba.CA Mon Jul 6 11:23:59 2009 From: Michael_Ellis at UManitoba.CA (Michael Ellis) Date: Mon, 6 Jul 2009 10:23:59 -0500 Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. Message-ID: I've got a queue set up for equipment booking requests. I'd like for unprivileged users to be able to use the duedate field to specify the day they want the laptop/projector setup. I know I could add a custom field, but can I present the baked-in duedate to the unprivileged users at the self service page? If I have to use a custom field, is there a way to automagically use that to set the real duedate? Thanks very much, Mike Ellis -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jul 6 11:24:12 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jul 2009 11:24:12 -0400 Subject: [rt-users] New vulnerability with FCKEditor, is RT effected In-Reply-To: <5268af340907060747n422a1c75q8cdde5fdd536773d@mail.gmail.com> References: <5268af340907060747n422a1c75q8cdde5fdd536773d@mail.gmail.com> Message-ID: <847D0769-1E0C-4C5C-8633-9E802A59143A@bestpractical.com> On Jul 6, 2009, at 10:47 AM, Mike Harris wrote: > I'm unsure what version of FCKEditor is included with RT 3.8.4. Is > the version of FCKEditor less than 2.6.4.1? > > There is a potential advisory out for FCKEditor 2.6.4.1 and less: > http://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2009-2265 We ship 2.6.4, but we haven't included the filemanager directory in 3.8.2, 3.8.3 or 3.8.4. We don't support any of the FCKEditor file management code paths, so we disabled them. Those versions of RT shouldn't be affected by this security report, and if you're running 3.8.0 or 3.8.1 there have been a ton of bugfixes in our FCKEditor support so an upgrade is recommended. We'll roll 2.6.4.1 in before we release 3.8.5, I've created http://rt3.fsck.com/Ticket/Display.html?id=13665 to make sure it is tracked -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 194 bytes Desc: This is a digitally signed message part URL: From falcone at bestpractical.com Mon Jul 6 11:39:24 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jul 2009 11:39:24 -0400 Subject: [rt-users] WebPath problem In-Reply-To: <4A50B332.3000503@cutaway.it> References: <4A50B332.3000503@cutaway.it> Message-ID: <1FFF3898-38E3-4165-921D-893B7FC715FD@bestpractical.com> On Jul 5, 2009, at 10:05 AM, Andrea Perotti wrote: > Hi > I'm having some problem after changing the WebPath variable. > > I installed an instance of RT 3.6.6 using > > Set($WebPath, "/boris"); > > in RT_SiteConfig of the test env, to try it. > > Everything worked as expected and we moved the environment in > production, dumping and restoring the db. > > We removed the WebPath definition, since . > > Set($WebPath, ""); > > was already defined in RT_Config.pm . > > All the path get the change, except for one: in the home page "RT at a > Glance", in the block "highest priority tickets I own" the Subject > field > still has the wrong url. Log in as the root user to edit the global saved search, which should fix it for your new users. Some early versions of 3.6 shipped with a bug where the WebPath was interpolated at install time rather than run time ($RT::WebPath rather than __WebPath__ in initialdata) -kevin > > To fix it, I have to edit it, remove that column from the "Show > Columns" > list and them readd it. Doing this procedure fix that. > > I did that procedure all for the already existent users but I thought > that the new one will be safe, but Murphy laught at me :| all the new > have the problem too. > > I cleaned cache and looked around, but I've learned from my > experiments > is that is something in the db that generate the problem. > > Now I'm running RT-3.8.2 on debian 4.0 . > > > Do you have any hint to fix that problem? > > Thank you for your attention > > -- > Andrea Perotti > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 gagel at cnc.bc.ca Mon Jul 6 12:08:10 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 06 Jul 2009 09:08:10 -0700 Subject: [rt-users] Error: Loaded object has different id at/opt/rt3/bin/../lib/RT/Shredder.pm line 362, line 323. Message-ID: <4a52216a.75c.ee4.4d3f@cnc.bc.ca> Somebody... Anybody... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: [rt-users] Error: Loaded object has different id at/opt/rt3/bin/../lib/RT/Shredder.pm line 362, line 323. From: Kevin Gagel To: RT Users Date: 03/07/2009 1:43 PM My custom fields are not showing up in my dashboard. I suspect that changing the organization name has something to do with it. I just tried to see if shredder could locate one of my missing custom fields and got this error: Loaded object has different id at /opt/rt3/bin/../lib/RT/Shredder.pm line 362, line 323. I've been at this for days now and haven't gotten any further ahead. Help.... Please... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Mon Jul 6 12:53:00 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 06 Jul 2009 09:53:00 -0700 Subject: [rt-users] (no subject) Message-ID: <4a522bec.1328.e30.53a1@cnc.bc.ca> I'm getting the following error. ---Paste--- Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: general ---End Paste--- I have renamed the General queue to 01-General so that it always appears first and as the default queue. This error would have been generated by a reply to an update, so it appears that the queue is hardcoded somewhere. Where/how do I correct this so that RT uses the correct queue name? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jul 6 13:01:58 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jul 2009 13:01:58 -0400 Subject: [rt-users] rt-mailgate error In-Reply-To: <4a522bec.1328.e30.53a1@cnc.bc.ca> References: <4a522bec.1328.e30.53a1@cnc.bc.ca> Message-ID: On Jul 6, 2009, at 12:53 PM, Kevin Gagel wrote: > I'm getting the following error. > ---Paste--- > Command output: RT server error. > The RT server which handled your email did not behave as expected. > It said: > temporary failure - RT couldn't find the queue: general > ---End Paste--- > > I have renamed the General queue to 01-General so that it always > appears first and as the default queue. This error would have been > generated by a reply to an update, so it appears that the queue is > hardcoded somewhere. Where/how do I correct this so that RT uses the > correct queue name? You can use the DefaultQueue option in 3.8 to do that without renaming anything. You hardcode the name of the queue wherever it is that you invoke rt- mailgate, typically this would be /etc/aliases or a procmail script, possible a fetchmail invocation -kevin From rtusers-20090205 at billmail.scconsult.com Mon Jul 6 13:10:58 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Mon, 06 Jul 2009 13:10:58 -0400 Subject: [rt-users] Spam filtering in RT In-Reply-To: References: Message-ID: <4A523022.7020106@billmail.scconsult.com> Venkateswaran, Subbaraman wrote, On 7/6/09 10:05 AM: > > > Hello everyone, > > Would like to understand what's the best strategy to stop spam emails > creating tickets in RT ? Thanks for your time. That's a bit like asking "what's the best vehicle?" without mentioning what sort of transportation you need. RT gets used in so many different types of environments that a perfect anti-spam solution for one site may be completely useless elsewhere. I've worked with RT in three very different places, and spam control in each has been very different. Some generally useful principles: 1. Do as much of your spam stopping as you can in the MTA layer, not in the mail gateway delivery agent or RT itself. 2. Segregate your RT mail from all other mail. Ideally, the domain part of the addresses that deliver into RT will only be used for RT mail, so you can have spam control for it that is not compromised by the needs of other recipients in the domain. When that is not possible (e.g. public role accounts like abuse-reporting addresses) you will still benefit from having some mechanism that treats RT's mail differently before it gets handed off for delivery into RT. 3. If you don't need to accept requests from random strangers, don't configure RT to autocreate users when receiving email from random strangers. This alone (sometimes in conjunction with something like RT::Authen::ExternalAuth that can autocreate RT users based on an external user database) is adequate for many circumstances. 4. Use the per-queue address mechanism (built into 3.8, previously in the BrandedQueues extension) so that you can segregate correspondence on existing tickets from new-request mail, and filter the two streams accordingly (e.g. require mail to a queue-specific address to have the right RT Subject tag) using whatever tools your MTA has or can hook into. 5. Think carefully about how RT's legitimate incoming mail in your environment differs from a generic mail stream aimed at a large set of people, and use that (see #1) to tune its filtering. Spam control is done best when it is customized for a specific well-understood mail stream rather than generically. A mail stream into RT is very unlikely to look like a mail stream into a bunch of corporate users' mailboxes or into a consumer ISP's users' mailboxes or into a sysadmin's mailbox. Tactics that would do violence to personal mail might be harmless and effective for RT's incoming mail, and vice versa. 6. Be prepared to adjust your filtering of RT's mail in response to spam coming in. From william.graboyes at theportalgrp.com Mon Jul 6 13:12:08 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Mon, 6 Jul 2009 10:12:08 -0700 Subject: [rt-users] RT::Extension::SLA -- problems Message-ID: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> Hi all, I am having a problem with the SLA module. Any time we change a due date, The SLA module changes it back to the prescribed due date in the config file. Is there any way to change this behavior? RT Version: 3.8.4 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Jul 6 13:47:26 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 6 Jul 2009 21:47:26 +0400 Subject: [rt-users] RT::Extension::SLA -- problems In-Reply-To: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> References: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> Message-ID: <589c94400907061047l4f5c3237w3b667414cd112bc8@mail.gmail.com> Nope, cuz SLA extension is used to automate due date management. What are you trying to achive? How is extension is configured? I want to know more about use case to understand if it's possible to improve this extension. On Mon, Jul 6, 2009 at 9:12 PM, William Graboyes wrote: > Hi all, > > I am having a problem with the SLA module. > > Any time we change a due date, The SLA module changes it back to the > prescribed due date in the config file. > > Is there any way to change this behavior? > > RT Version: 3.8.4 > > -- > Bill Graboyes > On Assignment At: > Toyota Motor Sales, USA, Inc. > Consumer Portal Delivery > Office: (310) 468-6754 > Cell: (714) 515-8312 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Jul 6 13:49:15 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 6 Jul 2009 21:49:15 +0400 Subject: [rt-users] (no subject) In-Reply-To: <4a522bec.1328.e30.53a1@cnc.bc.ca> References: <4a522bec.1328.e30.53a1@cnc.bc.ca> Message-ID: <589c94400907061049y4334886eka23f5f40d24e33b8@mail.gmail.com> It's hardcoded in mail aliases. You have to reconfigure them and run newaliases program, however exact steps may depend on the MDA that is in use. On Mon, Jul 6, 2009 at 8:53 PM, Kevin Gagel wrote: > I'm getting the following error. > ---Paste--- > Command output: RT server error. > The RT server which handled your email did not behave as expected. It said: > temporary failure - RT couldn't find the queue: general > ---End Paste--- > > I have renamed the General queue to 01-General so that it always appears > first and as the default queue. This error would have been generated by a > reply to an update, so it appears that the queue is hardcoded somewhere. > Where/how do I correct this so that RT uses the correct queue name? > > > Kevin W. Gagel > Network Administrator > Local 5448 > My blog: > http://mail.cnc.bc.ca/blogs/gagel > My shared files: > http://mail.cnc.bc.ca/users/gagel > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 todd at chaka.net Mon Jul 6 14:00:33 2009 From: todd at chaka.net (Todd Chapman) Date: Mon, 6 Jul 2009 14:00:33 -0400 Subject: [rt-users] devel list AssetTracker In-Reply-To: <90f6e8270907040451k4d0ffcbbg2fb56b31a75a8310@mail.gmail.com> References: <90f6e8270907040451k4d0ffcbbg2fb56b31a75a8310@mail.gmail.com> Message-ID: <519782dc0907061100v7264e181w16851ec05cf439e4@mail.gmail.com> Hi Natxo, Asset Tracker is a good solution for shops that use RT already and have light/moderate asset tracking needs. If you want to improve Asset Tracker, patches are welcome and a commit bit isn't too difficult to get. Most of AT's features are derived from RT. On Sat, Jul 4, 2009 at 7:51 AM, Natxo Asenjo wrote: > hi, > > My apologies for posting here, but I in the assettracker some things > remain unanswered (see > http://code.google.com/p/asset-tracker-4rt/wiki/FeatureRequestPage ) > Is there a devel mailing list for asset tracker? Are there enough > people with an interest in such a list? > > RT is the best helpdesk software out there, but I see lots of places > where the lack of some feautures (like tracking assets) ?get RT out > the door. This is a shame. At work I am now stuck with topdesk because > of this, and every time I have to use that piece of sh*t I nearly cry > when I think at how good and fast RT is. That is why I would like to > change this, I am no perl guru (far from that) but am willing to learn > and contribute in my own time. Are there any other people interested > in further improving assettracker? > > -- > Groeten, > Natxo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 gagel at cnc.bc.ca Mon Jul 6 14:05:32 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 06 Jul 2009 11:05:32 -0700 Subject: [rt-users] rt-mailgate error Message-ID: <4a523cec.1328.1078.1efd@cnc.bc.ca> Thanks all. Got it. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: Re: [rt-users] rt-mailgate error From: Kevin Falcone To: RT Users Date: 06/07/2009 10:02 AM On Jul 6, 2009, at 12:53 PM, Kevin Gagel wrote: > I'm getting the following error. > ---Paste--- > Command output: RT server error. > The RT server which handled your email did not behave as expected. > It said: > temporary failure - RT couldn't find the queue: general > ---End Paste--- > > I have renamed the General queue to 01-General so that it always > appears first and as the default queue. This error would have been > generated by a reply to an update, so it appears that the queue is > hardcoded somewhere. Where/how do I correct this so that RT uses the > correct queue name? You can use the DefaultQueue option in 3.8 to do that without renaming anything. You hardcode the name of the queue wherever it is that you invoke rt- mailgate, typically this would be /etc/aliases or a procmail script, possible a fetchmail invocation -kevin _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy athttp://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From william.graboyes at theportalgrp.com Mon Jul 6 14:30:47 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Mon, 6 Jul 2009 11:30:47 -0700 Subject: [rt-users] RT::Extension::SLA -- problems In-Reply-To: <589c94400907061047l4f5c3237w3b667414cd112bc8@mail.gmail.com> References: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> <589c94400907061047l4f5c3237w3b667414cd112bc8@mail.gmail.com> Message-ID: <8a5c3dac0907061130o33a57c99g4dcde16b09c2cc5b@mail.gmail.com> Hi Ruslan, > What are you trying to achive? We have some SLA Categories that the due dates are "as mutually agreed upon" Thus they are sending a due date along with the ticket. > How is extension is configured?Set( %ServiceBusinessHours, ( 'Default' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '08:00', End => '17:30' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '17:30' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '17:30' }, 4 => { Name => 'Thursday', Start => '08:00', End => '17:30' }, 5 => { Name => 'Friday', Start => '08:00', End => '17:30' }, 6 => { Name => 'Saturday', Start => undef, End => undef }, } ) ); Set( %ServiceAgreements, ( Default => 'Severity 2', QueueDefault => { 'Incoming' => 'Severity 1', 'Availability Management' => 'Severity 2', 'Change Management' => 'Severity 2', 'Development Management' => 'Severity 2', 'Monitoring Management' => 'Severity 2', 'Operations Management' => 'Severity 2', 'Problem Management' => 'Severity 2', 'Project Managment' => 'Severity 2', 'Release Management' => 'Severity 2', }, 'Levels' => { 'Severity 1' => { StartImmediately => 1, OutOfHours => { Response => { RealMinutes => 15*1 }, }, Respond => { RealMinutes => 10*1 }, Resolve => { RealMinutes => 60*1 }, }, 'Severity 2' => { StartImmediately => 1, Respond => { RealMinutes => 20*1 }, Resolve => { RealMinutes => 60*8 }, }, 'Severity 3' => { StartImmediately => 1, Respond => { BusinessMinutes => 20*1 }, Resolve => { BusinessMinutes => 60*8 }, }, 'Severity 4' => { StartImmediately => 1, Respond => { BusinessMinutes => 60*8 }, }, 'RCA' => { StartImmediately => 1, Respond => { BusinessMinutes => 20*1 }, Resolve => { BusinessMinutes => 60*8 }, }, 'Site Operation Requests' => { Respond => { BusinessMinutes => 20*1 }, Resolve => { BusinessMinutes => 60*1 }, }, 'Site Project Requests/Enhancements' => { Respond => { BusinessMinutes => 20*1 }, }, 'Project Support Requests' => { Respond => { BusinessMinutes => 60*1 }, }, 'Housekeeping/ Maintenance' => { Respond => { BusinessMinutes => 60*1 }, }, 'External access' => { Respond => { BusinessMinutes => 60*8 }, Resolve => { BusinessMinutes => 60*8 }, }, } ) ); > I want to know more about use case to understand if it's possible to improve this extension. The use case is as explained more or less above, where the due date is determined either via the logging and classification of the ticket, or via contact with the requester. Most of the service levels that we have do have very hard due dates, just a couple of categories have soft due dates. Sometimes the due dates need to move, even in the categories that have hard SLA due dates, simply because of incomplete information from the requester. While we are on the topic of improvements. I would also like to see the due date shift the amount of time that the ticket was stalled upon re-open. For our organization we use the stalled status to indicate that the "ball is out of our court" in other words we are waiting for input from some other source. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov wrote: > Nope, cuz SLA extension is used to automate due date management. What > are you trying to achive? How is extension is configured? I want to > know more about use case to understand if it's possible to improve > this extension. > > On Mon, Jul 6, 2009 at 9:12 PM, William > Graboyes wrote: > > Hi all, > > > > I am having a problem with the SLA module. > > > > Any time we change a due date, The SLA module changes it back to the > > prescribed due date in the config file. > > > > Is there any way to change this behavior? > > > > RT Version: 3.8.4 > > > > -- > > Bill Graboyes > > On Assignment At: > > Toyota Motor Sales, USA, Inc. > > Consumer Portal Delivery > > Office: (310) 468-6754 > > Cell: (714) 515-8312 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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. > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Mon Jul 6 15:57:33 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 06 Jul 2009 15:57:33 -0400 Subject: [rt-users] Bookmark tickets not working In-Reply-To: <4A4B8E45.1020700@ucrwcu.rwc.uc.edu> References: <4A4B8E45.1020700@ucrwcu.rwc.uc.edu> Message-ID: <4A52572D.8000509@ucrwcu.rwc.uc.edu> Follow-up: Browser issue. Camino does not work with Bookmarking. There is no option to turn on or off, it just flat does not work. Safari 4 works sporadically, but I can not consistently reproduce the issue to try and troubleshoot more. Firefox 3.0.11 and 3.5 work fine on OS X and Win32. Nothing to see here, just posting for list archive. Drew Barnes wrote: > RT 3.8.3 > MySQL 5.0.45 > CentOS 5.2 > perl 5.8.8 > mod_perl2 > > When I go to bookmark a ticket, I get the following in the RT log: > [debug]: Tried to load a bogus ticket id: 'ARRAY(0xb2c5fe0)' > (/usr/local/rt3/bin/../lib/RT/Ticket_Overlay.pm:179) > > I do not get this on my dev instance with all the same local > customizations, so I don't think this is the problem.I have poked around > to see if I can track this down, but I don't seem to have anything that > SHOULD be affecting this. > > The only difference between the two servers, that I can find, is the > version of mySQL: 5.0.45 on production, 5.0.22 on dev. Is this a likely > cause, or am I missing something? > > > > From Michael_Ellis at UManitoba.CA Mon Jul 6 16:33:16 2009 From: Michael_Ellis at UManitoba.CA (Michael Ellis) Date: Mon, 6 Jul 2009 15:33:16 -0500 Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links, have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm Message-ID: Ok, I've been beating my head on this one. I had RTFM up and working on a test RT 3.8.2 server and then it just disappeared from the menu. I tried to figure out why, but after spending an afternoon trying to figure it out I decided that I wouldn't worry about it as I was going to be reinstalling from scratch for the production system anyway. So, now I have RT 3.8.4 working, and when I install RTFM 2.4.2 it completes with no errors. I added Set(@Plugins,qw(RT::FM)); to my RT_Siteconfig.pm and flushed the mason cache and restarted httpd. I log into RT, but RTFM isn't there. RTFM isn't listed in the System Configuration. I've got RT's debug log on, and there are no errors there (except for graphviz) and there are no errors in apache's logs either. I've searched the web and the mailing lists for this, but almost all of them are due to the missing Set(@Plugins,qw(RT::FM)); or the install location not being in /opt/rt3/local/plugins (which it is for my install). I'm stuck. Any help would be appreciated. Here is my RT_Siteconfig.pm: # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set( $rtname, 'rt.example.com'); Set( $Organization, 'Helpdesk'); Set( $CorrespondAddress, 'rt at rt.example.com'); Set( $CommentAddress, 'rt-comments at rt.example.com'); Set( $Timezone, 'America/Winnipeg'); Set( $LogToSyslog, undef); Set( $LogToScreen, 'error'); Set( $LogToFile, 'debug'); Set( $LogDir, '/usr/local/rt3/var/log'); Set( $LogToFileNamed, 'rt.log'); ? # The Database Set( $DatabaseType, 'mysql'); Set( $DatabaseUser, 'rt_user'); Set( $DatabasePassword, 's3kr3t'); Set( $DatabaseName, 'rt3'); # The Webserver #Set( $WebPath, '/rt'); Set( $WebBaseURL, 'http://rt.example.com'); Set(@Plugins,qw(RT::FM)); Set( @Plugins, qw(RT::Authen::ExternalAuth)); Set( $ExternalAuthPriority, ['My_LDAP']); Set( $ExternalInfoPriority, ['My_LDAP']); Set( $ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'netware.example.com', 'user' => 'cn=username,ou=local,o=ACME', 'pass' => 's3kr3t', 'base' => 'ou=Local,o=ACME', 'port' => '389', 'filter' => '(objectClass=Person)', 'd_filter' => '(loginDisabled=TRUE)', # 'tls' => 1, # 'ssl_version' => 3, 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'uid', 'ExternalAuthId' => 'uid', 'RealName' => 'displayName', 'EmailAddress' => 'mail', 'WorkPhone' => 'telephoneNumber', # 'Address1' => 'postalAddress', 'Gecos' => 'cn', 'NickName' => 'givenName', 'Address1' => 'postalAddress', 'Lang' => 'Language', # 'ExtraInfo' => 'title' }, } } ); 1; And here is my System Configuration: Loaded perl modules Perl v5.8.8 under linux Apache2::Const v2.000004; Apache2::Log v2.000004; Apache2::RequestIO v2.000004; Apache2::RequestRec v2.000004; Apache2::RequestUtil v2.000004; Apache2::Response v2.000004; Apache2::ServerUtil v2.000004; Apache2::Status v4.00; Apache::Session v1.88; Apache::Session::Generate::MD5 v2.12; Apache::Session::Lock::MySQL v1.01; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.01; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; APR v0.009000; APR::Pool v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.07; bytes v1.02; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.04; CGI v3.43; CGI::Cookie v1.29; CGI::Util v1.5_01; Class::Accessor v0.33; Class::Accessor::Fast v0.33; Class::Container v0.12; Class::Data::Inheritable v0.08; Class::Inspector v1.24; Class::ISA v0.33; Class::ReturnValue v0.55; Clone v0.31; constant v1.05; Convert::ASN1 v0.22; CSS::Squish v0.08; Cwd v3.3; Data::Dumper v2.124; Date::Format v2.22; Date::Parse v2.27; DateTime v0.50; DateTime::Locale v0.43; DateTime::TimeZone v0.91; DateTime::TimeZone::Floating v0.01; DateTime::TimeZone::Local v0.01; DateTime::TimeZone::OffsetOnly v0.02; DateTime::TimeZone::UTC v0.01; DBD::mysql v4.011; DBI v1.609; DBIx::SearchBuilder v1.55; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.21; Devel::StackTraceFrame v1.21; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.39; DynaLoader v1.05; Email::Address v1.889; Encode v2.33; Encode::Alias v2.12; Encode::Config v2.05; Encode::Encoding v2.05; Errno v1.0901; Exception::Class v1.29; Exception::Class::Base v1.20; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.74; File::Glob v1.05; File::Path v1.08; File::ShareDir v1.00; File::Spec v3.3; File::Spec::Unix v3.3; File::Temp v0.22; FileHandle v2.01; GD v2.43; GD::Image v2.38; HTML::Element v3.23; HTML::Entities v3.60; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.42; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.61; HTML::Scrubber v0.08; HTML::Tagset v3.20; HTML::TreeBuilder v3.23; I18N::LangTags v0.35; integer v1.00; IO v1.22; IO::File v1.13; IO::Handle v1.25; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::Select v1.17; IO::Socket v1.29; IO::Socket::INET v1.29; IO::Socket::UNIX v1.22; IO::WrapTie v2.110; IPC::Open2 v1.02; IPC::Open3 v1.02; List::MoreUtils v0.22; List::Util v1.21; Locale::Maketext v1.13; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Guts v1.13; Locale::Maketext::GutsLoader v1.13; Locale::Maketext::Lexicon v0.77; Locale::Maketext::Lexicon::Gettext v0.17; Log::Dispatch v2.22; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Mail::Address v2.04; Mail::Field v2.04; Mail::Field::AddrList v2.04; Mail::Field::Date v2.04; Mail::Field::Generic v2.04; Mail::Header v2.04; Mail::Internet v2.04; Mail::Mailer v2.04; Mail::Util v2.04; MIME::Base64 v3.07; MIME::Body v5.427; MIME::Decoder v5.427; MIME::Entity v5.427; MIME::Field::ContDisp v5.427; MIME::Field::ConTraEnc v5.427; MIME::Field::ContType v5.427; MIME::Field::ParamVal v5.427; MIME::Head v5.427; MIME::Parser v5.427; MIME::QuotedPrint v3.07; MIME::Tools v5.427; MIME::Words v5.427; mod_perl v2.000004; mod_perl2 v2.000004; ModPerl::Const v2.000004; Module::Versions::Report v1.06; Net::LDAP v0.39; Net::LDAP::ASN v0.08; Net::LDAP::Constant v0.07; Net::LDAP::Filter v0.15; Net::LDAP::Message v1.11; Net::LDAP::Util v0.11; overload v1.04; Params::Util v1.00; Params::Validate v0.91; PerlIO v1.04; PerlIO::scalar v0.04; POSIX v1.09; re v0.05; Regexp::Common v2.122; Regexp::Common::delimited v2.106; RT v3.8.4; RT::Authen::ExternalAuth v0.08; RT::Interface::Email v2; RT::Interface::Web::Request v0.30; RTx::AssetTracker v0.0.0; Scalar::Util v1.21; SelectSaver v1.01; Socket v1.78; Storable v2.20; strict v1.03; Symbol v1.06; Text::Template v1.45; Text::Wrapper v1.02; Tie::Hash v1.02; Time::HiRes v1.9719; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; UNIVERSAL v1.01; UNIVERSAL::require v0.13; URI v1.38; URI::Escape v3.29; URI::file v4.20; utf8 v1.06; vars v1.01; warnings v1.05; warnings::register v1.01; XSLoader v0.06; RT Config ActiveStatus new, open, stalled core config Active_MakeClicky ? core config AmbiguousDayInFuture 0 core config AmbiguousDayInPast 0 core config ApprovalRejectionNotes 1 core config AutoLogoff 0 core config CanonicalizeOnCreate 0 core config CanonicalizeRedirectURLs 0 core config CommentAddress rt-comments at rt.acme.com site config CorrespondAddress rt at rt.acme.com site config CustomFieldValuesSources ? core config DashboardAddress ? core config DashboardSubject %s Dashboard: %s core config DatabaseHost localhost core config DatabaseName rt3 site config DatabasePassword Password not printed site config DatabasePort ? core config DatabaseRTHost localhost core config DatabaseType mysql site config DatabaseUser rt_user site config DateDayBeforeMonth 1 core config DateTimeFormat DefaultFormat core config DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' core config DefaultSummaryRows 10 core config DefaultTimeUnitsToHours 0 core config DevelMode 0 core config DisableGraphViz 1 core config EmailFrequency Individual messages core config EmailInputEncodings utf-8, iso-8859-1, us-ascii core config EmailOutputEncoding utf-8 core config EnableReminders 1 core config ExternalAuthPriority My_LDAP site config ExternalInfoPriority My_LDAP site config ExternalSettings My_LDAP, HASH(0xa58aef0) site config ExtractSubjectTagMatch Regexp core config ExtractSubjectTagNoMatch Regexp core config ForwardFromUser 0 core config FriendlyFromLineFormat "%s via RT" <%s> core config FriendlyToLineFormat "%s of rt.acme.com Ticket #%s":; core config GnuPG RejectOnBadData, 1, Enable, 0, RejectOnMissingPrivateKey, 1, AllowEncryptDataInDB, 0, OutgoingMessagesFormat, RFC core config GnuPGOptions homedir, /opt/rt3/var/data/gpg core config HomePageRefreshInterval 0 core config HomepageComponents QuickCreate, Quicksearch, MyAdminQueues, MySupportQueues, MyReminders, RefreshHomepage, Dashboards core config InactiveStatus resolved, rejected, deleted core config LexiconLanguages * core config LinkTransactionsRun1Scrip 0 core config LogDir /usr/local/rt3/var/log site config LogStackTraces ? core config LogToFile debug site config LogToFileNamed rt.log site config LogToScreen error site config LogToSyslogConf ? core config LogoURL /NoAuth/images/bplogo.gif core config LoopsToRTOwner 1 core config MailCommand sendmailpipe core config MailParams ? core config MasonParameters ? core config MaxAttachmentSize 10000000 core config MaxInlineBody 12000 core config MessageBoxHeight 15 core config MessageBoxIncludeSignature 1 core config MessageBoxRichText 1 core config MessageBoxRichTextHeight 200 core config MessageBoxWidth 72 core config MessageBoxWrap HARD core config MinimumPasswordLength 5 core config NetServerOptions ? core config NotifyActor 0 core config OldestTransactionsFirst 1 core config Organization Helpdesk site config OwnerEmail root core config PlainTextPre 0 core config Plugins RT::Authen::ExternalAuth site config PreviewScripMessages 0 core config RTAddressRegexp ^rt\@example.com$ core config RecordOutgoingEmail 1 core config RedistributeAutoGeneratedMessages privileged core config SMTPDebug 0 core config SearchResultsRefreshInterval 0 core config SelfServiceRegex Regexp core config SendmailArguments -oi -t core config SendmailBounceArguments -f "<>" core config SendmailPath /usr/sbin/sendmail core config ShowBccHeader 0 core config ShowTransactionImages 1 core config ShowUnreadMessageNotifications 1 core config StandaloneMaxServers 1 core config StandaloneMaxSpareServers 0 core config StandaloneMinServers 1 core config StandaloneMinSpareServers 0 core config StrictLinkACL 1 core config Timezone America/Winnipeg site config UseFriendlyFromLine 1 core config UseFriendlyToLine 0 core config UseTransactionBatch 1 core config UsernameFormat concise core config WebBaseURL http://rt.acme.com site config WebDefaultStylesheet web2 core config WebDomain localhost core config WebFlushDbCacheEveryRequest 1 core config WebImagesURL /NoAuth/images/ core config WebNoAuthRegex Regexp core config WebPath ? core config WebPort 80 core config WebSecureCookies 0 core config WebURL http://rt.acme.com/ core config WikiImplicitLinks 0 core config rtname rt.acme.com site config RT Variables RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::EtcPath /opt/rt3/etc RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalLibPath /opt/rt3/local/lib RT::LocalPath /opt/rt3/local RT::LocalPluginPath /opt/rt3/local/plugins RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::SbinPath /opt/rt3/sbin RT::VERSION 3.8.4 RT::VarPath /opt/rt3/var RT Size Tickets 0 Queues 11 Transactions 758 Groups 382 Privileged Users 21 Unprivileged Users 275 Perl configuration Summary of my perl5 (revision 5 version 8 subversion 8) configuration: Platform: osname=linux, osvers=2.6.18-128.1.1.el5, archname=i386-linux-thread-multi uname='linux hs20-bc2-5.build.redhat.com 2.6.18-128.1.1.el5 #1 smp mon jan 26 13:58:24 est 2009 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic -fasynchronous-unwind-tables -Dversion=5.8.8 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dinc_version_list=5.8.7 5.8.6 5.8.5 -Dscriptdir=/usr/bin' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic -fasynchronous-unwind-tables', cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='4.1.2 20080704 (Red Hat 4.1.2-44)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.5.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.5' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.8/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic -fasynchronous-unwind-tables -L/usr/local/lib' ? Perl Include Paths (@INC) /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib /usr/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-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/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 /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-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Mon Jul 6 16:36:56 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 06 Jul 2009 13:36:56 -0700 Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links,have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm Message-ID: <4a526068.1328.eac.7825@cnc.bc.ca> --- Original message --- >Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links,have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm >From: Michael Ellis >To: RT-USERS >Date: 06/07/2009 1:33 PM > >Ok, I've been beating my head on this one. I had RTFM up and working on a test RT 3.8.2 server and then it just disappeared from the menu. I tried to figure out why, but after spending an afternoon trying to figure it out I >decided that I wouldn't worry about it as I was going to be reinstalling from scratch for the production system anyway. > >So, now I have RT 3.8.4 working, and when I install RTFM 2.4.2 it completes with no errors. I added Set(@Plugins,qw(RT::FM)); to my RT_Siteconfig.pm and flushed the mason cache and restarted httpd. I log into RT, but >RTFM isn't there. RTFM isn't listed in the System Configuration. > >I've got RT's debug log on, and there are no errors there (except for graphviz) and there are no errors in apache's logs either. > >I've searched the web and the mailing lists for this, but almost all of them are due to the missing Set(@Plugins,qw(RT::FM)); or the install location not being in /opt/rt3/local/plugins (which it is for my install). I'm stuck. >Any help would be appreciated. Are there any errors reported from rt3/sbin/rt-test-dependencies? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael_Ellis at UManitoba.CA Mon Jul 6 16:40:12 2009 From: Michael_Ellis at UManitoba.CA (Michael Ellis) Date: Mon, 6 Jul 2009 15:40:12 -0500 Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks,have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm In-Reply-To: <4a526068.1328.eac.7825@cnc.bc.ca> References: <4a526068.1328.eac.7825@cnc.bc.ca> Message-ID: <0231503D1993441FB9D4A992D5E2AB8D@mikesMBP> Hi Kevin, Nope, "All dependences have been found." Thanks, Mike From: Kevin Gagel Sent: Monday, July 06, 2009 3:36 PM To: RT Users Subject: Re: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks,have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm --- Original message --- >Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links,have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm >From: Michael Ellis >To: RT-USERS >Date: 06/07/2009 1:33 PM > >Ok, I've been beating my head on this one. I had RTFM up and working on a test RT 3.8.2 server and then it just disappeared from the menu. I tried to figure out why, but after spending an afternoon trying to figure it out I >decided that I wouldn't worry about it as I was going to be reinstalling from scratch for the production system anyway. > >So, now I have RT 3.8.4 working, and when I install RTFM 2.4.2 it completes with no errors. I added Set(@Plugins,qw(RT::FM)); to my RT_Siteconfig.pm and flushed the mason cache and restarted httpd. I log into RT, but >RTFM isn't there. RTFM isn't listed in the System Configuration. > >I've got RT's debug log on, and there are no errors there (except for graphviz) and there are no errors in apache's logs either. > >I've searched the web and the mailing lists for this, but almost all of them are due to the missing Set(@Plugins,qw(RT::FM)); or the install location not being in /opt/rt3/local/plugins (which it is for my install). I'm stuck. >Any help would be appreciated. Are there any errors reported from rt3/sbin/rt-test-dependencies? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jul 6 16:45:39 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jul 2009 16:45:39 -0400 Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links, have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm In-Reply-To: References: Message-ID: <3744B256-07B9-4AAA-AC41-CEC39A0A1BC4@bestpractical.com> On Jul 6, 2009, at 4:33 PM, Michael Ellis wrote: > Set(@Plugins,qw(RT::FM)); > Set( @Plugins, qw(RT::Authen::ExternalAuth)); The second line here tells RT to ignore the first one, so you only actually have RT::Authen::ExternalAuth active (which is visible from System Configuration) You need to enable your plugins all at the same time Set(@Plugins, qw(RT::FM RT::Authen::ExternalAuth) ); -kevin From Hossein.Rafighi at triumf.ca Mon Jul 6 16:48:05 2009 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Mon, 06 Jul 2009 13:48:05 -0700 Subject: [rt-users] RTFM rights Question In-Reply-To: <4A4E4107.5020401@triumf.ca> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> Message-ID: <4A526305.9000608@triumf.ca> Does anyone on this list know the answer? Why the contents of articles are not hyper linked for non-privileged users, but they are for privileged ones? There is a 100K Karma point for whoever has the answer. Hossein Hossein Rafighi wrote: > Hi All, > > I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an > unprivileged users does a search for an article s/he sees them, but when > these articles are clicked on, they don't see the link for the content > of any article. My privileged users don't have this problem! They can > search and see the articles and links! I've set the group rights on > global and class level in rtfm to: See Class, ShowArticle, and > ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? > > Many thanks in advance, > Hossein Rafighi > > -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From ruslan.zakirov at gmail.com Mon Jul 6 16:52:37 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 7 Jul 2009 00:52:37 +0400 Subject: [rt-users] RT::Extension::SLA -- problems In-Reply-To: <8a5c3dac0907061130o33a57c99g4dcde16b09c2cc5b@mail.gmail.com> References: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> <589c94400907061047l4f5c3237w3b667414cd112bc8@mail.gmail.com> <8a5c3dac0907061130o33a57c99g4dcde16b09c2cc5b@mail.gmail.com> Message-ID: <589c94400907061352x7b6c3614g4ca32f2b8f799a74@mail.gmail.com> On Mon, Jul 6, 2009 at 10:30 PM, William Graboyes wrote: > Hi Ruslan, > >> What are you trying to achive? > > We have some SLA Categories that the due dates are "as mutually agreed upon" > Thus they are sending a due date along with the ticket. > >> How is extension is configured?Set( %ServiceBusinessHours, ( [snip] > ); >> I want to know more about use case to understand if it's possible to >> improve this extension. > > The use case is as explained more or less above, where the due date is > determined either via the logging and classification of the ticket, or via > contact with the requester.? Most of the service levels that we have do have > very hard due dates, just a couple of categories have soft due dates. > Sometimes the due dates need to move, even in the categories that have hard > SLA due dates, simply because of incomplete information from the requester. Do I understand it right that you want to set resolve deadline manually and keep reply deadline from the config? The only thing that I have in mind and want to implement some day is "manual resolve deadline". When a person sets due date on a ticket manually then this date used as resolve deadline and extension changes due dates according to the current doc. Hope that description is clear enough. Is it close to your requirements? I can not say that it will be in the next version or any time soon, dates guaranted only if it's sponsored work. Patches are always welcome at no charge. > While we are on the topic of improvements. > > I would also like to see the due date shift the amount of time that the > ticket was stalled upon re-open.? For our organization we use the stalled > status to indicate that the "ball is out of our court" in other words we are > waiting for input from some other source. Sounds reasonable, but not sure how make this transparent and trigger "re-open" event. Too many variants for different workflows. It may be possbile to adjust scrips and come up with required setup even with the current version, but I'm not sure. > > Thanks, > > Bill Graboyes > > On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov > wrote: >> >> Nope, cuz SLA extension is used to automate due date management. What >> are you trying to achive? How is extension is configured? I want to >> know more about use case to understand if it's possible to improve >> this extension. >> >> On Mon, Jul 6, 2009 at 9:12 PM, William >> Graboyes wrote: >> > Hi all, >> > >> > I am having a problem with the SLA module. >> > >> > Any time we change a due date, The SLA module changes it back to the >> > prescribed due date in the config file. >> > >> > Is there any way to change this behavior? >> > >> > RT Version: 3.8.4 >> > >> > -- >> > Bill Graboyes >> > On Assignment At: >> > Toyota Motor Sales, USA, Inc. >> > Consumer Portal Delivery >> > Office: (310) 468-6754 >> > Cell: (714) 515-8312 >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: 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. > > > > -- > Bill Graboyes > On Assignment At: > Toyota Motor Sales, USA, Inc. > Consumer Portal Delivery > Office: (310) 468-6754 > Cell: (714) 515-8312 > -- Best regards, Ruslan. From falcone at bestpractical.com Mon Jul 6 17:01:21 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jul 2009 17:01:21 -0400 Subject: [rt-users] RTFM rights Question In-Reply-To: <4A4E4107.5020401@triumf.ca> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> Message-ID: <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> On Jul 3, 2009, at 1:33 PM, Hossein Rafighi wrote: > I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an > unprivileged users does a search for an article s/he sees them, but > when > these articles are clicked on, they don't see the link for the content > of any article. My privileged users don't have this problem! They can > search and see the articles and links! I've set the group rights on > global and class level in rtfm to: See Class, ShowArticle, and > ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? You don't say what your rights for the Custom Fields that contain the article contents are -kevin From Michael_Ellis at UManitoba.CA Mon Jul 6 17:07:16 2009 From: Michael_Ellis at UManitoba.CA (Michael Ellis) Date: Mon, 6 Jul 2009 16:07:16 -0500 Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks, have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm In-Reply-To: <3744B256-07B9-4AAA-AC41-CEC39A0A1BC4@bestpractical.com> References: <3744B256-07B9-4AAA-AC41-CEC39A0A1BC4@bestpractical.com> Message-ID: <01CEBC7E3BBD4778B03DA242721F1154@mikesMBP> Yes, thank you, that did it! -Mike -------------------------------------------------- From: "Kevin Falcone" Sent: Monday, July 06, 2009 3:45 PM To: "RT Users" Subject: Re: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks, have added "Set(@Plugins,qw(RT::FM)); " to RT_Siteconfig.pm > > On Jul 6, 2009, at 4:33 PM, Michael Ellis wrote: > >> Set(@Plugins,qw(RT::FM)); >> Set( @Plugins, qw(RT::Authen::ExternalAuth)); > > The second line here tells RT to ignore the first one, so you > only actually have RT::Authen::ExternalAuth active > (which is visible from System Configuration) > > You need to enable your plugins all at the same time > > Set(@Plugins, qw(RT::FM RT::Authen::ExternalAuth) ); > > -kevin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From collison.chris at hotmail.com Mon Jul 6 17:08:11 2009 From: collison.chris at hotmail.com (Chris Collison) Date: Mon, 6 Jul 2009 16:08:11 -0500 Subject: [rt-users] Obscure mail-gateway error(returns code) Message-ID: System: RHEL 5 RT 3.8.1 Apache 2.2.3 After some struggle with using SSL for delivery of messages we decided to fore-go it. The web-interface remains accessible by SSL, but for email delivery we decided it wasn't necessary. Apache has been configured to reflect this change. Messages are now getting through that part of the system and making it to RT. However, now running the following command to test it(Hostname is correct in our URL, but changed here.....): -------------------------------- echo test |/opt/rt3/bin/rt-mailgate --queue 'AT Issues' --action comment --url http://ourhostname.com/rt3/ -------------------------------- Kicks back the following error: ------------------------------- RT server error. The RT server which handled your email did not behave as expected. It said: %# 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 }}} <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler <%ARGS> $queue => 1 $action => "correspond" $ticket => undef <%init> $m->callback( %ARGS, CallbackName => 'Pre' ); use RT::Interface::Email (); # It's an exporter, but we don't care $r->content_type('text/plain; charset=utf-8'); $m->error_format('text'); my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS ); if ( $status == 1 ) { $m->out('ok'); if ( $Ticket && $Ticket->Id ) { $m->out( 'Ticket: ' . ($Ticket->Id || '') ); $m->out( 'Queue: ' . ($Ticket->QueueObj->Name || '') ); $m->out( 'Owner: ' . ($Ticket->OwnerObj->Name || '') ); $m->out( 'Status: ' . ($Ticket->Status || '') ); $m->out( 'Subject: ' . ($Ticket->Subject || '') ); $m->out( 'Requestor: ' . ($Ticket->Requestors->MemberEmailAddressesAsString || '') ); } } else { $RT::Logger->error( "Could not record email: " . $error ); if ( $status == -75 ) { $m->out( "temporary failure - " . $error ); } else { $m->out( 'not ok - ' . $error ); } } $m->abort(); -------------------------------- It seems very strange to me that it is spitting out code during an error message. Anyone have any insight as to what's going on here? More importantly any sugguestions on how to handle it? ~Chris _________________________________________________________________ Insert movie times and more without leaving Hotmail?. http://windowslive.com/Tutorial/Hotmail/QuickAdd?ocid=TXT_TAGLM_WL_HM_Tutorial_QuickAdd_062009 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Hossein.Rafighi at triumf.ca Mon Jul 6 17:29:27 2009 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Mon, 06 Jul 2009 14:29:27 -0700 Subject: [rt-users] RTFM rights Question In-Reply-To: <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> Message-ID: <4A526CB7.90501@triumf.ca> Sorry. At global level my group rights for Unprivileged, Privileged, and Everyone is: SeeClass, SeeCustomField, and ShowArticle Hossein Kevin Falcone wrote: > On Jul 3, 2009, at 1:33 PM, Hossein Rafighi wrote: > > >> I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an >> unprivileged users does a search for an article s/he sees them, but >> when >> these articles are clicked on, they don't see the link for the content >> of any article. My privileged users don't have this problem! They can >> search and see the articles and links! I've set the group rights on >> global and class level in rtfm to: See Class, ShowArticle, and >> ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? >> > > You don't say what your rights for the Custom Fields that contain > the article contents are > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From Hossein.Rafighi at triumf.ca Mon Jul 6 18:07:54 2009 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Mon, 06 Jul 2009 15:07:54 -0700 Subject: [rt-users] RTFM rights Question In-Reply-To: <4A526CB7.90501@triumf.ca> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> <4A526CB7.90501@triumf.ca> Message-ID: <4A5275BA.7070505@triumf.ca> Hi Kevin, I am not sure if this is related to my problem, but when a privileged user does a mouse over on an article the url reads: https://mydomain.ca/RTFM/Article/Display.html?id=## but when an un-privileged user does the mouse over on the same article s/he sees a different directory https://mydomain.ca/SelfService/Article/Display.html?id=## Cheers, Hossein Hossein Rafighi wrote: > Sorry. At global level my group rights for Unprivileged, Privileged, and > Everyone is: > SeeClass, SeeCustomField, and ShowArticle > > Hossein > > Kevin Falcone wrote: > >> On Jul 3, 2009, at 1:33 PM, Hossein Rafighi wrote: >> >> >> >>> I have rt-3.8.4 and rtfm-2.4.2 installed on a linux system. When an >>> unprivileged users does a search for an article s/he sees them, but >>> when >>> these articles are clicked on, they don't see the link for the content >>> of any article. My privileged users don't have this problem! They can >>> search and see the articles and links! I've set the group rights on >>> global and class level in rtfm to: See Class, ShowArticle, and >>> ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? >>> >>> >> You don't say what your rights for the Custom Fields that contain >> the article contents are >> >> -kevin >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> > > -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From william.graboyes at theportalgrp.com Mon Jul 6 18:25:16 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Mon, 6 Jul 2009 15:25:16 -0700 Subject: [rt-users] RT::Extension::SLA -- problems In-Reply-To: <589c94400907061352x7b6c3614g4ca32f2b8f799a74@mail.gmail.com> References: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> <589c94400907061047l4f5c3237w3b667414cd112bc8@mail.gmail.com> <8a5c3dac0907061130o33a57c99g4dcde16b09c2cc5b@mail.gmail.com> <589c94400907061352x7b6c3614g4ca32f2b8f799a74@mail.gmail.com> Message-ID: <8a5c3dac0907061525p7511141s5ab2b6a950af15c3@mail.gmail.com> Hi Ruslan, > Do I understand it right that you want to set resolve deadline > manually and keep reply deadline from the config? The only thing that > I have in mind and want to implement some day is "manual resolve > deadline". When a person sets due date on a ticket manually then this > date used as resolve deadline and extension changes due dates > according to the current doc. > > Hope that description is clear enough. Is it close to your > requirements? I can not say that it will be in the next version or any > time soon, dates guaranted only if it's sponsored work. Patches are > always welcome at no charge. That sounds about right, basically I would think it could be as simple as an if-then check... something along the lines of, if SLA hasn't changed, then don't run the SLA date change... else run the sla date change. I may even attempt to hack it out. Yay, sandbox time. > Sounds reasonable, but not sure how make this transparent and trigger > "re-open" event. Too many variants for different workflows. It may be > possbile to adjust scrips and come up with required setup even with > the current version, but I'm not sure. Could just add it as a config flag, time stalls when stalled... when a ticket is coresponded to the ticket automagically changes state from stalled to open, really could just be a scrip action based on the change of state from stalled to opened. if the above was implimented, with a manual due date override, the latter would be fairly easy, just some simple time changes and math. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov wrote: > On Mon, Jul 6, 2009 at 10:30 PM, William > Graboyes wrote: > > Hi Ruslan, > > > >> What are you trying to achive? > > > > We have some SLA Categories that the due dates are "as mutually agreed > upon" > > Thus they are sending a due date along with the ticket. > > > >> How is extension is configured?Set( %ServiceBusinessHours, ( > > [snip] > > > ); > >> I want to know more about use case to understand if it's possible to > >> improve this extension. > > > > The use case is as explained more or less above, where the due date is > > determined either via the logging and classification of the ticket, or > via > > contact with the requester. Most of the service levels that we have do > have > > very hard due dates, just a couple of categories have soft due dates. > > Sometimes the due dates need to move, even in the categories that have > hard > > SLA due dates, simply because of incomplete information from the > requester. > > > Do I understand it right that you want to set resolve deadline > manually and keep reply deadline from the config? The only thing that > I have in mind and want to implement some day is "manual resolve > deadline". When a person sets due date on a ticket manually then this > date used as resolve deadline and extension changes due dates > according to the current doc. > > Hope that description is clear enough. Is it close to your > requirements? I can not say that it will be in the next version or any > time soon, dates guaranted only if it's sponsored work. Patches are > always welcome at no charge. > > > While we are on the topic of improvements. > > > > I would also like to see the due date shift the amount of time that the > > ticket was stalled upon re-open. For our organization we use the stalled > > status to indicate that the "ball is out of our court" in other words we > are > > waiting for input from some other source. > > Sounds reasonable, but not sure how make this transparent and trigger > "re-open" event. Too many variants for different workflows. It may be > possbile to adjust scrips and come up with required setup even with > the current version, but I'm not sure. > > > > > > Thanks, > > > > Bill Graboyes > > > > On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov < > ruslan.zakirov at gmail.com> > > wrote: > >> > >> Nope, cuz SLA extension is used to automate due date management. What > >> are you trying to achive? How is extension is configured? I want to > >> know more about use case to understand if it's possible to improve > >> this extension. > >> > >> On Mon, Jul 6, 2009 at 9:12 PM, William > >> Graboyes wrote: > >> > Hi all, > >> > > >> > I am having a problem with the SLA module. > >> > > >> > Any time we change a due date, The SLA module changes it back to the > >> > prescribed due date in the config file. > >> > > >> > Is there any way to change this behavior? > >> > > >> > RT Version: 3.8.4 > >> > > >> > -- > >> > Bill Graboyes > >> > On Assignment At: > >> > Toyota Motor Sales, USA, Inc. > >> > Consumer Portal Delivery > >> > Office: (310) 468-6754 > >> > Cell: (714) 515-8312 > >> > > >> > _______________________________________________ > >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > > >> > Community help: http://wiki.bestpractical.com > >> > Commercial support: 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. > > > > > > > > -- > > Bill Graboyes > > On Assignment At: > > Toyota Motor Sales, USA, Inc. > > Consumer Portal Delivery > > Office: (310) 468-6754 > > Cell: (714) 515-8312 > > > > > > -- > Best regards, Ruslan. > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Jul 6 19:44:22 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 7 Jul 2009 03:44:22 +0400 Subject: [rt-users] RT::Extension::SLA -- problems In-Reply-To: <8a5c3dac0907061525p7511141s5ab2b6a950af15c3@mail.gmail.com> References: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> <589c94400907061047l4f5c3237w3b667414cd112bc8@mail.gmail.com> <8a5c3dac0907061130o33a57c99g4dcde16b09c2cc5b@mail.gmail.com> <589c94400907061352x7b6c3614g4ca32f2b8f799a74@mail.gmail.com> <8a5c3dac0907061525p7511141s5ab2b6a950af15c3@mail.gmail.com> Message-ID: <589c94400907061644j3e696b28nf561e22676ebe63b@mail.gmail.com> On Tue, Jul 7, 2009 at 2:25 AM, William Graboyes wrote: > Hi Ruslan, > >> Do I understand it right that you want to set resolve deadline >> manually and keep reply deadline from the config? The only thing that >> I have in mind and want to implement some day is "manual resolve >> deadline". When a person sets due date on ?a ticket manually then this >> date used as resolve deadline and extension changes due dates >> according to the current doc. >> >> Hope that description is clear enough. Is it close to your >> requirements? I can not say that it will be in the next version or any >> time soon, dates guaranted only if it's sponsored work. Patches are >> always welcome at no charge. > > That sounds about right, basically I would think it could be as simple as an > if-then check... something along the lines of, if SLA hasn't changed, then > don't run the SLA date change... else run the sla date change.? I may even > attempt to hack it out. If you want to hack on it then it's probably the best to store value in the attribute when it's manually set. It's a simple scrip. Then in the code that calculates SLA's resolve deadline it's possible to check the attribute and use its value. > Yay, sandbox time. > >> Sounds reasonable, but not sure how make this transparent and trigger >> "re-open" event. Too many variants for different workflows. It may be >> possbile to adjust scrips and come up with required setup even with >> the current version, but I'm not sure. > > Could just add it as a config flag, time stalls when stalled... when a > ticket is coresponded to the ticket automagically changes state from stalled > to open, really could just be a scrip action based on the change of state > from stalled to opened. > > if the above was implimented, with a manual due date override, the latter > would be fairly easy, just some simple time changes and math. When we talk about response deadline, it's pretty easy. When status is changed to stalled then we just ignore response deadline and this can be configurable in the config. When it's opened again we can enable response deadlines. This particular thing is easy. Adjust scrip condition when we check if we should recalculate Due date. In the scrip action that actually set due date ignore response code if the ticket is stalled. Something like that. It's hard to tell what to do with resolve and keep in loop (added in the latest version) deadlines. Should we move resolve deadline for 10 hours if it's been stalled for 10 hours? Should we disable keep in loop deadlines on stalled tickets or people still want to keep customer informed? Different people want different things, so patching extension may be isn't that easy. > Thanks, > Bill Graboyes > > On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov > wrote: >> >> On Mon, Jul 6, 2009 at 10:30 PM, William >> Graboyes wrote: >> > Hi Ruslan, >> > >> >> What are you trying to achive? >> > >> > We have some SLA Categories that the due dates are "as mutually agreed >> > upon" >> > Thus they are sending a due date along with the ticket. >> > >> >> How is extension is configured?Set( %ServiceBusinessHours, ( >> >> [snip] >> >> > ); >> >> I want to know more about use case to understand if it's possible to >> >> improve this extension. >> > >> > The use case is as explained more or less above, where the due date is >> > determined either via the logging and classification of the ticket, or >> > via >> > contact with the requester.? Most of the service levels that we have do >> > have >> > very hard due dates, just a couple of categories have soft due dates. >> > Sometimes the due dates need to move, even in the categories that have >> > hard >> > SLA due dates, simply because of incomplete information from the >> > requester. >> >> >> Do I understand it right that you want to set resolve deadline >> manually and keep reply deadline from the config? The only thing that >> I have in mind and want to implement some day is "manual resolve >> deadline". When a person sets due date on ?a ticket manually then this >> date used as resolve deadline and extension changes due dates >> according to the current doc. >> >> Hope that description is clear enough. Is it close to your >> requirements? I can not say that it will be in the next version or any >> time soon, dates guaranted only if it's sponsored work. Patches are >> always welcome at no charge. >> >> > While we are on the topic of improvements. >> > >> > I would also like to see the due date shift the amount of time that the >> > ticket was stalled upon re-open.? For our organization we use the >> > stalled >> > status to indicate that the "ball is out of our court" in other words we >> > are >> > waiting for input from some other source. >> >> Sounds reasonable, but not sure how make this transparent and trigger >> "re-open" event. Too many variants for different workflows. It may be >> possbile to adjust scrips and come up with required setup even with >> the current version, but I'm not sure. >> >> >> > >> > Thanks, >> > >> > Bill Graboyes >> > >> > On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov >> > >> > wrote: >> >> >> >> Nope, cuz SLA extension is used to automate due date management. What >> >> are you trying to achive? How is extension is configured? I want to >> >> know more about use case to understand if it's possible to improve >> >> this extension. >> >> >> >> On Mon, Jul 6, 2009 at 9:12 PM, William >> >> Graboyes wrote: >> >> > Hi all, >> >> > >> >> > I am having a problem with the SLA module. >> >> > >> >> > Any time we change a due date, The SLA module changes it back to the >> >> > prescribed due date in the config file. >> >> > >> >> > Is there any way to change this behavior? >> >> > >> >> > RT Version: 3.8.4 >> >> > >> >> > -- >> >> > Bill Graboyes >> >> > On Assignment At: >> >> > Toyota Motor Sales, USA, Inc. >> >> > Consumer Portal Delivery >> >> > Office: (310) 468-6754 >> >> > Cell: (714) 515-8312 >> >> > >> >> > _______________________________________________ >> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> > >> >> > Community help: http://wiki.bestpractical.com >> >> > Commercial support: 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. >> > >> > >> > >> > -- >> > Bill Graboyes >> > On Assignment At: >> > Toyota Motor Sales, USA, Inc. >> > Consumer Portal Delivery >> > Office: (310) 468-6754 >> > Cell: (714) 515-8312 >> > >> >> >> >> -- >> Best regards, Ruslan. > > > > -- > Bill Graboyes > On Assignment At: > Toyota Motor Sales, USA, Inc. > Consumer Portal Delivery > Office: (310) 468-6754 > Cell: (714) 515-8312 > -- Best regards, Ruslan. From jesse at bestpractical.com Mon Jul 6 23:36:45 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 6 Jul 2009 23:36:45 -0400 Subject: [rt-users] Obscure mail-gateway error(returns code) In-Reply-To: References: Message-ID: <20090707033645.GX16002@bestpractical.com> On Mon, Jul 06, 2009 at 04:08:11PM -0500, Chris Collison wrote: > > System: > RHEL 5 > RT 3.8.1 > Apache 2.2.3 > > > After some struggle with using SSL for delivery of messages we decided to fore-go it. The web-interface remains accessible by SSL, but for email delivery we decided it wasn't necessary. Apache has been configured to reflect this change. Messages are now getting through that part of the system and making it to RT. > > However, now running the following command to test it(Hostname is correct in our URL, but changed here.....): You've misconfigured your web server. Somehow you've told Apache not to process the RT mailgateway's server-side pages. From aperotti at cutaway.it Tue Jul 7 04:06:13 2009 From: aperotti at cutaway.it (Andrea Perotti) Date: Tue, 07 Jul 2009 10:06:13 +0200 Subject: [rt-users] WebPath problem In-Reply-To: <1FFF3898-38E3-4165-921D-893B7FC715FD@bestpractical.com> References: <4A50B332.3000503@cutaway.it> <1FFF3898-38E3-4165-921D-893B7FC715FD@bestpractical.com> Message-ID: <4A5301F5.9060402@cutaway.it> Kevin Falcone ha scritto: > Log in as the root user to edit the global saved search, > which should fix it for your new users. Thank you very much Kevin for your answer, you solved one big pita in our current installation, and I have one ticket less in my queue ;) cheers -- Andrea Perotti System & Release Engineering mail : release_engineering at seat.it Cutaway srl c/o Seat PagineGialle (MI) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3348 bytes Desc: S/MIME Cryptographic Signature URL: From ratish_ravindran at persistent.co.in Tue Jul 7 04:29:42 2009 From: ratish_ravindran at persistent.co.in (Ratish Ravindran) Date: Tue, 7 Jul 2009 13:59:42 +0530 Subject: [rt-users] Problem in installing RT::Authen::ExternalAuth Message-ID: <4BA5307AF084A04E83875ECC173BC77B9B2A62BAA2@EXCHANGE.persistent.co.in> Hi All, I tried to install RT::Authen::ExternalAuth module ( version 0.08) for RT 3.8.4, but during installation its giving an error as : ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Checking if your kit is complete... Looks good Warning: prerequisite RT 0 not found. Writing Makefile for RT::Authen::ExternalAuth ---- Unsatisfied dependencies detected during ---- ---- ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz ---- RT [requires] Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] y Running make test Delayed until after prerequisites Running make install Delayed until after prerequisites Running install for module 'RT' The module RT isn't available on CPAN. Either the module has not yet been uploaded to CPAN, or it is temporary unavailable. Please contact the author to find out more about the status. Try 'i RT'. Running make for Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz Has already been unwrapped into directory /root/.cpan/build/RT-Authen-ExternalAuth-0.08-s0b8RW CPAN.pm: Going to build Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz cp lib/RT/Authen/ExternalAuth.pm blib/lib/RT/Authen/ExternalAuth.pm cp lib/RT/Authen/ExternalAuth/LDAP.pm blib/lib/RT/Authen/ExternalAuth/LDAP.pm cp lib/RT/User_Vendor.pm blib/lib/RT/User_Vendor.pm cp lib/RT/Authen/ExternalAuth/DBI/Cookie.pm blib/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm cp lib/RT/Authen/ExternalAuth/DBI.pm blib/lib/RT/Authen/ExternalAuth/DBI.pm Manifying blib/man3/RT::Authen::ExternalAuth.3pm Manifying blib/man3/RT::User_Vendor.3pm ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz /usr/bin/make -- OK Running make test No tests defined for RT::Authen::ExternalAuth extension. ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz Tests succeeded but one dependency not OK (RT) ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz [dependencies] -- NA Running make install make test had returned bad status, won't install without force ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ I searched for RT modules but didn't find. Please help me to get out of this problem. Thanks Ratish DISCLAIMER ========== This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailing-lists at kerneljack.com Tue Jul 7 05:13:03 2009 From: mailing-lists at kerneljack.com (Khusro Jaleel) Date: Tue, 07 Jul 2009 10:13:03 +0100 Subject: [rt-users] Resolve ticket and include message body in ticket Message-ID: <4A53119F.6080000@kerneljack.com> Hi, I'm quite new to RT and wondering how to do the following. I need to resolve a ticket when an email is sent to the queue resolve address, for example, myqueue-resolve at domain.com. This is fine, and I have managed to do this by adding a new 'rt-mailgate' command with an action of 'resolve' to my /etc/aliases file. However, the person sending this email will include some text describing the reason for resolving the ticket, among other things, and I would like this text to be added to the ticket when it is resolved and I can't find a way to do this. I tried creating a custom scrip with a custom template of ${Transaction->Content()} or something like that, but it didn't work. Any help appreciated. Thanks, Khusro From varun.vyas at elitecore.com Tue Jul 7 06:08:15 2009 From: varun.vyas at elitecore.com (Varun) Date: Tue, 7 Jul 2009 15:38:15 +0530 Subject: [rt-users] Setting Dynamic Path From Code Message-ID: <001101c9feea$d803f470$4f07a8c0@elitecore.com> Hello All I have one requirement. I want to keep my login page in RT on HTTPS while want rest of site on HTTP. So is there is any way I can set this kind of setting in my RT code where login occurs after checking credentials. If yes then exactly where should I put this code and which file I need to change so that my functionality and pages doesn't gets broken and I can switch between https and http smoothly. Any help is highly appreciable Thanks & Regards Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From kyousry at gmail.com Tue Jul 7 07:57:13 2009 From: kyousry at gmail.com (khaled yousry) Date: Tue, 7 Jul 2009 14:57:13 +0300 Subject: [rt-users] Fwd: custom fields display through RT::Client::REST In-Reply-To: <30b89c170907070331i36681f87sfe6c6f2d4ba30652@mail.gmail.com> References: <30b89c170907070316j887ec94rb791608b865e3eac@mail.gmail.com> <30b89c170907070331i36681f87sfe6c6f2d4ba30652@mail.gmail.com> Message-ID: <30b89c170907070457g2a7cc25eta505a4d20e4e6608@mail.gmail.com> dear all, I'm using RT and RT::Client::REST::Ticket successfully to get ticket normal fields, but for custom fields, its not displaying them, details: I have a custom field "Module" that I want to display, I use the following: ----------------------- while (my $ticket = &$iterator) { my $cf_module= $ticket->cf(Module); print EMAIL_FILE "",$ticket->id,"" ,$ticket->subject, "", $ticket->status,"", $cf_module,"\n"; ----------------------------------------------------- $cf_module does not show anything trying $cf_module= $ticket->cf('Module'); produce the same result. I'm using RT 3.4.4 on ubuntu 6.06 server appreciating your help achieving the objective of displaying ticket details including custom fields, using the above method or any other. best regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From raubvogel at gmail.com Tue Jul 7 08:42:07 2009 From: raubvogel at gmail.com (Mauricio Tavares) Date: Tue, 07 Jul 2009 08:42:07 -0400 Subject: [rt-users] Newbie: tls Message-ID: <4A53429F.1080509@gmail.com> I want to put RT in the web server checking the mail server using imap (or pop if it has to) with TLS (that is a must). Can I do it from within the program? Last time I tried something like that, in OTRS (2005!), I had to use procmail or something like that to fetch the mail. Also, to send mail it will also need to do some SASL auth inside TLS. From jheidelo at gmail.com Tue Jul 7 11:11:24 2009 From: jheidelo at gmail.com (Jason Heideloff) Date: Tue, 7 Jul 2009 10:11:24 -0500 Subject: [rt-users] Apache won't start after upgrade to 3.8.4 Message-ID: I've run a couple of test RT upgrades from 3.8.0 to 3.8.4 but I continue to get the following error message when I attempt to start Apache: RT requires that all its tables be of InnoDB type. Upgrade RT tables. at /opt/rt-3.8.4-dev/bin/webmux.pl line 116.\nCompilation failed in require at (eval 2) line 1.\n Both test and production databases are running on MySQL 5.0.45. I've been running RT 3.8.0 for quite sometime using this version of MySQL. Commenting out line 116 allows me to successfully start Apache but I'm not sure if there are any consequences to doing this. Line 116 of webmux.pl: die $msg unless $status; Any help would be greatly appreciated. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Tue Jul 7 12:22:34 2009 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Tue, 7 Jul 2009 18:22:34 +0200 Subject: [rt-users] Apache won't start after upgrade to 3.8.4 In-Reply-To: References: Message-ID: <90f6e8270907070922j3867686en221495f3c3c4bc30@mail.gmail.com> hi, did you follow the instructions in UPGRADING.mysql ? -- Groeten, J.Asenjo From kfcrocker at lbl.gov Tue Jul 7 12:43:42 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 07 Jul 2009 09:43:42 -0700 Subject: [rt-users] Resolve ticket and include message body in ticket In-Reply-To: <4A53119F.6080000@kerneljack.com> References: <4A53119F.6080000@kerneljack.com> Message-ID: <4A537B3E.2030004@lbl.gov> Khusro, You do not need a Custom Field to do this. The transaction content is available at "Resolve" time via a code in your template. We do this. We created our own "Resolve" template and deleted the delivered one. This is our code: ============================================================== Subject: Request Titled: "{$Ticket->Subject}" has been Resolved! This ticket has been resolved. DO NOT REPLY to this message! ----------------------------------------------------------------------------- TICKET INFORMATION: Queue : {$Ticket->QueueObj->Name} Number : {$Ticket->Id} Subject: {$Ticket->Subject} Priority is: {$Ticket->Priority} Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} Created by: {$Ticket->CreatorObj->Name} Created on: {substr($Ticket->Created, 0, 10)} Owned by: {$Ticket->OwnerObj->Name} Development Started on: {substr($Ticket->Started, 0, 10)} ----------------------------------------------------------------------------- Description of Issue: {$Ticket->FirstCustomFieldValue('Description')} ----------------------------------------------------------------------------- Resolution comment: { my $Resolution_Comment; my $Transactions; my $CommentObj; $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); $CommentObj = $Transactions->First; if ($CommentObj && $CommentObj->id) { $Resolution_Comment = $CommentObj->Content; } else { $Resolution_Comment = "No comment." } return $Resolution_Comment; } ----------------------------------------------------------------------------- To view ticket information, enter URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Hope this helps. Kenn LBNL On 7/7/2009 2:13 AM, Khusro Jaleel wrote: > Hi, > > I'm quite new to RT and wondering how to do the following. > > I need to resolve a ticket when an email is sent to the queue resolve > address, for example, myqueue-resolve at domain.com. This is fine, and I > have managed to do this by adding a new 'rt-mailgate' command with an > action of 'resolve' to my /etc/aliases file. > > However, the person sending this email will include some text describing > the reason for resolving the ticket, among other things, and I would > like this text to be added to the ticket when it is resolved and I can't > find a way to do this. > > I tried creating a custom scrip with a custom template of > ${Transaction->Content()} or something like that, but it didn't work. > > Any help appreciated. > > Thanks, > Khusro > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mailing-lists at kerneljack.com Tue Jul 7 12:58:44 2009 From: mailing-lists at kerneljack.com (Khusro Jaleel) Date: Tue, 07 Jul 2009 17:58:44 +0100 Subject: [rt-users] Resolve ticket and include message body in ticket In-Reply-To: <4A537B3E.2030004@lbl.gov> References: <4A53119F.6080000@kerneljack.com> <4A537B3E.2030004@lbl.gov> Message-ID: <4A537EC4.9040005@kerneljack.com> Ken Crocker wrote: > Resolution comment: > { > my $Resolution_Comment; > my $Transactions; > my $CommentObj; > > $Transactions = $Ticket->Transactions; > $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); > $Transactions->OrderByCols( > { FIELD => 'Created', ORDER => 'DESC' }, > { FIELD => 'id', ORDER => 'DESC' }, > ); > > $CommentObj = $Transactions->First; > > if ($CommentObj && $CommentObj->id) > { > $Resolution_Comment = $CommentObj->Content; > } > else > { > $Resolution_Comment = "No comment." > } > > return $Resolution_Comment; > } I tried entering just the above into a new Template and then created a Scrip that would run "On Resolve". I told the scrip to use this new template, however, all I got in the end was ----------------------------- Resolution Comment: No comment ----------------------------- I definitely entered a few words into the body of the resolved email message. So clearly I've missed something off? I have a feeling it should not be $Transactions->First? Wouldn't that give you just the first Transaction when we are looking for the last one? The scrip I'm using is set as "On Resolve, Notify AdminCCs as Comment, Template MyNewResolvedTemplate, Stage TransactionCreate". From kfcrocker at lbl.gov Tue Jul 7 13:08:12 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 07 Jul 2009 10:08:12 -0700 Subject: [rt-users] Resolve ticket and include message body in ticket In-Reply-To: <4A537EC4.9040005@kerneljack.com> References: <4A53119F.6080000@kerneljack.com> <4A537B3E.2030004@lbl.gov> <4A537EC4.9040005@kerneljack.com> Message-ID: <4A5380FC.2040700@lbl.gov> Khusro, The "Notify AdminCcs as Comment" won't send out an email. At least that is my understanding. So, if I'm right, some other scrip is sending out the email and therefore your new template is probably NOT being used. Of course, if I'm wrong about the "as Comment", then ignore my response. Kenn LBNL On 7/7/2009 9:58 AM, Khusro Jaleel wrote: > Ken Crocker wrote: >> Resolution comment: >> { >> my $Resolution_Comment; >> my $Transactions; >> my $CommentObj; >> >> $Transactions = $Ticket->Transactions; >> $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); >> $Transactions->OrderByCols( >> { FIELD => 'Created', ORDER => 'DESC' }, >> { FIELD => 'id', ORDER => 'DESC' }, >> ); >> >> $CommentObj = $Transactions->First; >> >> if ($CommentObj && $CommentObj->id) >> { >> $Resolution_Comment = $CommentObj->Content; >> } >> else >> { >> $Resolution_Comment = "No comment." >> } >> >> return $Resolution_Comment; >> } > > I tried entering just the above into a new Template and then created a > Scrip that would run "On Resolve". I told the scrip to use this new > template, however, all I got in the end was > > ----------------------------- > Resolution Comment: > No comment > ----------------------------- > > I definitely entered a few words into the body of the resolved email > message. So clearly I've missed something off? I have a feeling it > should not be $Transactions->First? Wouldn't that give you just the > first Transaction when we are looking for the last one? > > The scrip I'm using is set as "On Resolve, Notify AdminCCs as Comment, > Template MyNewResolvedTemplate, Stage TransactionCreate". > From jheidelo at gmail.com Tue Jul 7 13:34:44 2009 From: jheidelo at gmail.com (Jason Heideloff) Date: Tue, 7 Jul 2009 12:34:44 -0500 Subject: [rt-users] Apache won't start after upgrade to 3.8.4 In-Reply-To: <90f6e8270907070922j3867686en221495f3c3c4bc30@mail.gmail.com> References: <90f6e8270907070922j3867686en221495f3c3c4bc30@mail.gmail.com> Message-ID: Yes. On Tue, Jul 7, 2009 at 11:22 AM, Natxo Asenjo wrote: > hi, > > did you follow the instructions in UPGRADING.mysql ? > -- > Groeten, > J.Asenjo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Hossein.Rafighi at triumf.ca Tue Jul 7 13:43:30 2009 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Tue, 07 Jul 2009 10:43:30 -0700 Subject: [rt-users] RT Error In-Reply-To: <4A526CB7.90501@triumf.ca> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> <4A526CB7.90501@triumf.ca> Message-ID: <4A538942.3010003@triumf.ca> Hi, I just upgraded my RT from 3.8.1 to 3.8.4. Attempt to restart httpd fails with the following error. ==> httpd/error_log <== [Tue Jul 07 10:24:01 2009] [error] Can't locate object method "Config" via package "RT" at /opt/rt/default/bin/webmux.pl line 100.\nBEGIN failed--compilation aborted at /opt/rt/default/bin/webmux.pl line 102.\nCompilation failed in require at (eval 210) line 1.\n [Tue Jul 07 10:24:01 2009] [error] Can't load Perl file: /opt/rt/default/bin/webmux.pl for server rt.mydomain.ca:0, exiting... Any help is greatly appreciated. Cheers, Hossein -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From mailing-lists at kerneljack.com Tue Jul 7 13:48:03 2009 From: mailing-lists at kerneljack.com (Khusro Jaleel) Date: Tue, 07 Jul 2009 18:48:03 +0100 Subject: [rt-users] Resolve ticket and include message body in ticket In-Reply-To: <4A5380FC.2040700@lbl.gov> References: <4A53119F.6080000@kerneljack.com> <4A537B3E.2030004@lbl.gov> <4A537EC4.9040005@kerneljack.com> <4A5380FC.2040700@lbl.gov> Message-ID: <4A538A53.4000701@kerneljack.com> Ken Crocker wrote: > Khusro, > > The "Notify AdminCcs as Comment" won't send out an email. At least that > is my understanding. So, if I'm right, some other scrip is sending out > the email and therefore your new template is probably NOT being used. Of Thanks for the quick response, Ken. I have actually gone into the global settings and set 'Stage = Disabled' globally for the On Resolve script, and since we have other queues on this box, we know that usually on Resolve, nothing gets sent out. However, I need to enable it on this one special queue, and I know that my template is actually working because I get the text: Resolution Comment: No Comment I don't have any such text anywhere else in the system, only this queue. So I know the scrip and template are working, but just not seeing the response I typed in for some reason. The emails to the AdminCCs *are* being sent out, just with "No comment" in the body instead of my text. From kfcrocker at lbl.gov Tue Jul 7 14:00:09 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 07 Jul 2009 11:00:09 -0700 Subject: [rt-users] Resolve ticket and include message body in ticket In-Reply-To: <4A538A53.4000701@kerneljack.com> References: <4A53119F.6080000@kerneljack.com> <4A537B3E.2030004@lbl.gov> <4A537EC4.9040005@kerneljack.com> <4A5380FC.2040700@lbl.gov> <4A538A53.4000701@kerneljack.com> Message-ID: <4A538D29.2010406@lbl.gov> Khusro, Must be your code. Can you send it? Kenn LBNL On 7/7/2009 10:48 AM, Khusro Jaleel wrote: > Ken Crocker wrote: > >> Khusro, >> >> The "Notify AdminCcs as Comment" won't send out an email. At least that >> is my understanding. So, if I'm right, some other scrip is sending out >> the email and therefore your new template is probably NOT being used. Of >> > > Thanks for the quick response, Ken. I have actually gone into the global > settings and set 'Stage = Disabled' globally for the On Resolve script, > and since we have other queues on this box, we know that usually on > Resolve, nothing gets sent out. > > However, I need to enable it on this one special queue, and I know that > my template is actually working because I get the text: > > Resolution Comment: > No Comment > > I don't have any such text anywhere else in the system, only this queue. > So I know the scrip and template are working, but just not seeing the > response I typed in for some reason. The emails to the AdminCCs *are* > being sent out, just with "No comment" in the body instead of my text. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailing-lists at kerneljack.com Tue Jul 7 14:06:58 2009 From: mailing-lists at kerneljack.com (Khusro Jaleel) Date: Tue, 07 Jul 2009 19:06:58 +0100 Subject: [rt-users] Resolve ticket and include message body in ticket In-Reply-To: <4A538D29.2010406@lbl.gov> References: <4A53119F.6080000@kerneljack.com> <4A537B3E.2030004@lbl.gov> <4A537EC4.9040005@kerneljack.com> <4A5380FC.2040700@lbl.gov> <4A538A53.4000701@kerneljack.com> <4A538D29.2010406@lbl.gov> Message-ID: <4A538EC2.9060908@kerneljack.com> Ken Crocker wrote: > Khusro, > > Must be your code. Can you send it? It's just the following, in a new template: =========================================================================================== According to our records, your request has been resolved. If you have any further questions, please respond to this message. ------------------------------------------------------------------------------- Resolution comment: { my $Resolution_Comment; my $Transactions; my $CommentObj; $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); $CommentObj = $Transactions->First; if ($CommentObj && $CommentObj->id) { $Resolution_Comment = $CommentObj->Content; } else { $Resolution_Comment = "No comment." } return $Resolution_Comment; } ------------------------------------------------------------------------------- =========================================================================================== From gagel at cnc.bc.ca Tue Jul 7 14:48:41 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Tue, 07 Jul 2009 11:48:41 -0700 Subject: [rt-users] Correct way of specifing multiple groups to authenticate in RT::Authen::ExternalAuth Message-ID: <4a539889.1328.1088.4c2a@cnc.bc.ca> I have multiple groups I wish to specify in myRT::Authen::ExternalAuth configuration. How do I specify more than a single group? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jul 7 14:52:37 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 07 Jul 2009 11:52:37 -0700 Subject: [rt-users] Resolve ticket and include message body in ticket In-Reply-To: <4A538EC2.9060908@kerneljack.com> References: <4A53119F.6080000@kerneljack.com> <4A537B3E.2030004@lbl.gov> <4A537EC4.9040005@kerneljack.com> <4A5380FC.2040700@lbl.gov> <4A538A53.4000701@kerneljack.com> <4A538D29.2010406@lbl.gov> <4A538EC2.9060908@kerneljack.com> Message-ID: <4A539975.9080008@lbl.gov> Khusro, My mistake. I thought you had said you already had code similar to what I sent you. What you just sent looks a lot like my code. At this point, I have no idea why your not getting a comment as ours works quite well. Unless, of course, we are missing the obvious, which is "Is someone actually entering a comment when they Resolve the ticket"? Sorry I can't help. Kenn LBNL On 7/7/2009 11:06 AM, Khusro Jaleel wrote: > Ken Crocker wrote: >> Khusro, >> >> Must be your code. Can you send it? > > It's just the following, in a new template: > > =========================================================================================== > > According to our records, your request has been resolved. If you have > any further questions, please respond to this message. > ------------------------------------------------------------------------------- > > Resolution comment: > { > my $Resolution_Comment; > my $Transactions; > my $CommentObj; > > $Transactions = $Ticket->Transactions; > $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); > $Transactions->OrderByCols( > { FIELD => 'Created', ORDER => 'DESC' }, > { FIELD => 'id', ORDER => 'DESC' }, > ); > > $CommentObj = $Transactions->First; > > if ($CommentObj && $CommentObj->id) > { > $Resolution_Comment = $CommentObj->Content; > } > else > { > $Resolution_Comment = "No comment." > } > > return $Resolution_Comment; > } > ------------------------------------------------------------------------------- > > =========================================================================================== > > > > From boyken at divms.uiowa.edu Tue Jul 7 14:34:15 2009 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Tue, 07 Jul 2009 13:34:15 -0500 Subject: [rt-users] Apache won't start after upgrade to 3.8.4 In-Reply-To: References: Message-ID: <4A539527.60909@divms.uiowa.edu> Some or all of your RT tables are using the MyISAM engine, but beginning with RT 3.8.3, RT checks to make sure that your tables are using InnoDB. You'll need to convert your MyISAM tables to InnoDB. In mysql, do: USE rt3; SHOW TABLE STATUS; Note which tables are using MyISAM, and for each table , in mysql, do: ALTER TABLE ENGINE=INNODB; After you've done this, your 3.8.4 installation should run. Karl Boyken > I've run a couple of test RT upgrades from 3.8.0 to 3.8.4 but I continue to > get the following error message when I attempt to start Apache: > RT requires that all its tables be of InnoDB type. Upgrade RT tables. at > /opt/rt-3.8.4-dev/bin/webmux.pl line 116.\nCompilation failed in require at > (eval 2) line 1.\n > > Both test and production databases are running on MySQL 5.0.45. I've been > running RT 3.8.0 for quite sometime using this version of MySQL. Commenting > out line 116 allows me to successfully start Apache but I'm not sure if > there are any consequences to doing this. > > Line 116 of webmux.pl: > die $msg unless $status; > > Any help would be greatly appreciated. > > Thanks. -- 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) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3270 bytes Desc: S/MIME Cryptographic Signature URL: From tmitchell at gmail.com Tue Jul 7 15:18:41 2009 From: tmitchell at gmail.com (Tim Mitchell) Date: Tue, 7 Jul 2009 12:18:41 -0700 Subject: [rt-users] very simple (and possibly dumb) question, correspondence subject. Message-ID: <935f962d0907071218i7639ad03g7336ab2bd285062d@mail.gmail.com> Subject line on emails to everyone contains the FQDN + ticket number + ticket subject. I'd like to change that to RT-PS + ticket number + ticket subject. I've looked in my "spare time" but I haven't been able to find a setting or config file. It looks like it may need to be scripted to strip off what I do not want on send, is that correct? Sorry if this is covered in some very obvious manual. -- Thanks, -TM -------------- next part -------------- An HTML attachment was scrubbed... URL: From dhutty at ece.cmu.edu Tue Jul 7 15:47:06 2009 From: dhutty at ece.cmu.edu (Duncan Hutty) Date: Tue, 07 Jul 2009 15:47:06 -0400 Subject: [rt-users] CustomField questions In-Reply-To: <589c94400907030943j21befd8g61a47e148e55a56e@mail.gmail.com> References: <4A4CEC0A.4010603@ece.cmu.edu> <589c94400907030943j21befd8g61a47e148e55a56e@mail.gmail.com> Message-ID: <4A53A63A.8030600@ece.cmu.edu> Ruslan Zakirov wrote: > On Thu, Jul 2, 2009 at 9:19 PM, Duncan Hutty wrote: >> RT-3.8.4: >> 1) Can I specify a custom field that is merely a checkbox? > > RT-Extension-CustomField-Checkbox, on the cpan will be soon. Or fetch > it from github. Sounds great! But, if I search for that string on github.com, nothing comes up. If I browse the user 'bestpractical', I see nothing about checkbox customfields. -- Duncan Hutty System Administrator, ECE Carnegie Mellon University Please use informative subject lines From ruslan.zakirov at gmail.com Tue Jul 7 16:29:34 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 8 Jul 2009 00:29:34 +0400 Subject: [rt-users] CustomField questions In-Reply-To: <4A53A63A.8030600@ece.cmu.edu> References: <4A4CEC0A.4010603@ece.cmu.edu> <589c94400907030943j21befd8g61a47e148e55a56e@mail.gmail.com> <4A53A63A.8030600@ece.cmu.edu> Message-ID: <589c94400907071329h6e16c245lbbfbcc7d99d2d6e1@mail.gmail.com> http://search.cpan.org/~ruz/RT-Extension-CustomField-Checkbox-0.01/ On Tue, Jul 7, 2009 at 11:47 PM, Duncan Hutty wrote: > Ruslan Zakirov wrote: >> >> On Thu, Jul 2, 2009 at 9:19 PM, Duncan Hutty wrote: >>> >>> RT-3.8.4: >>> 1) Can I specify a custom field that is merely a checkbox? >> >> RT-Extension-CustomField-Checkbox, on the cpan will be soon. Or fetch >> it from github. > > Sounds great! > > But, if I search for that string on github.com, nothing comes up. > If I browse the user 'bestpractical', I see nothing about checkbox > customfields. > > > -- > Duncan Hutty > System Administrator, ECE > Carnegie Mellon University > > Please use informative subject lines > -- Best regards, Ruslan. From mailing-lists at kerneljack.com Tue Jul 7 18:03:50 2009 From: mailing-lists at kerneljack.com (Khusro Jaleel) Date: Tue, 7 Jul 2009 23:03:50 +0100 Subject: [rt-users] Resolve ticket and include message body in ticket In-Reply-To: <4A539975.9080008@lbl.gov> References: <4A53119F.6080000@kerneljack.com> <4A537B3E.2030004@lbl.gov> <4A537EC4.9040005@kerneljack.com> <4A5380FC.2040700@lbl.gov> <4A538A53.4000701@kerneljack.com> <4A538D29.2010406@lbl.gov> <4A538EC2.9060908@kerneljack.com> <4A539975.9080008@lbl.gov> Message-ID: <20090707220350.GA19459@asus> * Ken Crocker (kfcrocker at lbl.gov) wrote: > Khusro, > > My mistake. I thought you had said you already had code similar to what > I sent you. What you just sent looks a lot like my code. At this point, > I have no idea why your not getting a comment as ours works quite well. > Unless, of course, we are missing the obvious, which is "Is someone > actually entering a comment when they Resolve the ticket"? Sorry I can't > help. Many thanks for your help, Ken. I'll keep trying... From jheidelo at gmail.com Tue Jul 7 20:00:41 2009 From: jheidelo at gmail.com (Jason Heideloff) Date: Tue, 7 Jul 2009 19:00:41 -0500 Subject: [rt-users] Apache won't start after upgrade to 3.8.4 In-Reply-To: <4A539527.60909@divms.uiowa.edu> References: <4A539527.60909@divms.uiowa.edu> Message-ID: <8C64AF72-9896-4E6D-9555-D28EDD98521A@gmail.com> Thank you. This solved my problem. -Jason On Jul 7, 2009, at 1:34 PM, Karl Boyken wrote: > Some or all of your RT tables are using the MyISAM engine, but > beginning with RT 3.8.3, RT checks to make sure that your tables are > using InnoDB. You'll need to convert your MyISAM tables to InnoDB. > In mysql, do: > > USE rt3; > SHOW TABLE STATUS; > > Note which tables are using MyISAM, and for each table , > in mysql, do: > > ALTER TABLE ENGINE=INNODB; > > After you've done this, your 3.8.4 installation should run. > > Karl Boyken > >> I've run a couple of test RT upgrades from 3.8.0 to 3.8.4 but I >> continue to >> get the following error message when I attempt to start Apache: >> RT requires that all its tables be of InnoDB type. Upgrade RT >> tables. at >> /opt/rt-3.8.4-dev/bin/webmux.pl line 116.\nCompilation failed in >> require at >> (eval 2) line 1.\n >> Both test and production databases are running on MySQL 5.0.45. >> I've been >> running RT 3.8.0 for quite sometime using this version of MySQL. >> Commenting >> out line 116 allows me to successfully start Apache but I'm not >> sure if >> there are any consequences to doing this. >> Line 116 of webmux.pl: >> die $msg unless $status; >> Any help would be greatly appreciated. >> Thanks. > > -- > 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 Agnislav.Onufrijchuk at portaone.com Wed Jul 8 02:42:00 2009 From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk) Date: Wed, 08 Jul 2009 09:42:00 +0300 Subject: [rt-users] very simple (and possibly dumb) question, correspondence subject. In-Reply-To: <935f962d0907071218i7639ad03g7336ab2bd285062d@mail.gmail.com> References: <935f962d0907071218i7639ad03g7336ab2bd285062d@mail.gmail.com> Message-ID: <4A543FB8.5080904@portaone.com> Tim Mitchell wrote: > > > Subject line on emails to everyone contains the FQDN + ticket number + ticket subject. I doubt in FQDN. AFAIK text before ticket number in subject is set per queue in "Subject Tag" input field. In case when "Subject Tag" is empty, the text is being got from $rtname variable in RT_SiteConfig.pm > I'd like to change that to RT-PS + ticket number + ticket subject. I don't know what is RT-PS. Please, clarify. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center From mike.peachey at jennic.com Wed Jul 8 04:13:32 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 08 Jul 2009 09:13:32 +0100 Subject: [rt-users] Correct way of specifing multiple groups to authenticate in RT::Authen::ExternalAuth In-Reply-To: <4a539889.1328.1088.4c2a@cnc.bc.ca> References: <4a539889.1328.1088.4c2a@cnc.bc.ca> Message-ID: <4A54552C.7040001@jennic.com> Tue 07 Jul 2009 19:48:41 GMT Kevin Gagel wrote: > I have multiple groups I wish to specify in my RT::Authen::ExternalAuth > configuration. How do I specify more than a single group? Currently, you can't. You would need to modify the group membership code (which is actually only very very small). -- 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 falcone at bestpractical.com Wed Jul 8 09:51:51 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Jul 2009 09:51:51 -0400 Subject: [rt-users] RTFM rights Question In-Reply-To: <4A5275BA.7070505@triumf.ca> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> <4A526CB7.90501@triumf.ca> <4A5275BA.7070505@triumf.ca> Message-ID: <20090708135151.GA842@jibsheet.com> On Mon, Jul 06, 2009 at 03:07:54PM -0700, Hossein Rafighi wrote: > Hi Kevin, > I am not sure if this is related to my problem, but when a privileged > user does a mouse over on an article the url reads: > https://mydomain.ca/RTFM/Article/Display.html?id=## but when an > un-privileged user does the mouse over on the same article s/he sees a > different directory > https://mydomain.ca/SelfService/Article/Display.html?id=## I'm confused. I thought your problem was that your Unprivileged users didn't see Article contents. Now it sounds like the problem is something else? The SelfService version of the Article Display is not identical to the privileged display. You can compare local/plugins/RT-FM/html/SelfService/Article/Dispaly.html to local/plugins/RT-FM/html/RTFM/Article/Dispaly.html to see what is skipped. If you'd like to add data back in, do a local overlay of the template or send a patch to add a callback and use the callback to add data. -kevin > >>> these articles are clicked on, they don't see the link for the content > >>> of any article. My privileged users don't have this problem! They can > >>> search and see the articles and links! I've set the group rights on > >>> global and class level in rtfm to: See Class, ShowArticle, and > >>> ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? From blabj at dainty.ca Wed Jul 8 10:09:10 2009 From: blabj at dainty.ca (BJ Blanchard) Date: Wed, 08 Jul 2009 14:09:10 +0000 Subject: [rt-users] RT::Links strange behaviour Message-ID: <1247062150.9262.23.camel@appserver-wn.dainty.ca> I am using RT::Links to iterate over a tickets links in two places.. one in Ticket_Local.pm and one in a dhandler. It works fine within Ticket_Local.pm but not from within the dhandler. In Ticket_Local.pm, I'm using: sub FindLinks { my $self = shift; my $links = new RT::Links($self->CurrentUser); $links = $self->Links('Base'); my $link=$links->Next(); if (defined $link) { $RT::Logger->info("found a link from Ticket_Local"); } return 1; }; In a dhandler I'm using: my $ticket = RT::Ticket->new($session{'CurrentUser'} ); $ticket->Load( $myticketid ); unless ( $ticket->id ) { $RT::Logger->error("Couldn't load ticket #$myticketid"); return $m->abort( 404 ); } $ticket->FindLinks(); my $links = new RT::Links($session{'CurrentUser'} ); $links = $ticket->Links('Base'); my $link = $links->Next(); if (defined $link) { $RT::Logger->info("found a link from dhandler"); } I only get "found a link from Ticket_Local" in logs. Anyone know why? NOTE: I know the example doesn't make sense - but its concise. :) Thanks, -Bob -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: stock_smiley-1.png Type: image/png Size: 873 bytes Desc: not available URL: From raanders at cyber-office.net Wed Jul 8 10:21:28 2009 From: raanders at cyber-office.net (Roderick A. Anderson) Date: Wed, 08 Jul 2009 07:21:28 -0700 Subject: [rt-users] very simple (and possibly dumb) question, correspondence subject. In-Reply-To: <4A543FB8.5080904@portaone.com> References: <935f962d0907071218i7639ad03g7336ab2bd285062d@mail.gmail.com> <4A543FB8.5080904@portaone.com> Message-ID: <4A54AB68.6010704@cyber-office.net> Agnislav Onufrijchuk wrote: > Tim Mitchell wrote: > > > > > > Subject line on emails to everyone contains the FQDN + ticket number + ticket > subject. > I doubt in FQDN. AFAIK text before ticket number in subject is set per queue in > "Subject Tag" input field. In case when "Subject Tag" is empty, the text is > being got from $rtname variable in RT_SiteConfig.pm > > > I'd like to change that to RT-PS + ticket number + ticket subject. > I don't know what is RT-PS. Please, clarify. "RT-PS" instead of the FQDN (ie. $rtname = "RT-PS";) I'd guess having been down the no-FQDN route with a customer. \\||/ Rod -- From cpm at well.com Wed Jul 8 11:17:26 2009 From: cpm at well.com (Chip Mefford) Date: Wed, 08 Jul 2009 11:17:26 -0400 Subject: [rt-users] reply subject issue In-Reply-To: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> References: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> Message-ID: <4A54B886.4050907@well.com> Been a happy RT user for a few years now, currently running 3.8.1. For these last years, I've only had one active queue for helpdesk. I recently had reason to add a second queue for the folks doing facilities maintainence. All iz well. But since I now have 2 queues, I was wondering if there was a way to differentiate them in follow-ups. Right now, the 'Please include the string [domain.tld #xxxx] applies to both queues. That's fine, but it would be nice if instead of domain.tld, I had queue1 or queue2 for the subject line string. Basically, it's a non issue, but I was wondering if there is a simple way to implement this. Thanks kindly in advance; -- --- Chip Mefford -------------------- Before Enlightenment; chop wood carry water After Enlightenment; chop wood carry water --------------------- Public Key http://www.well.com/user/cpm From tjrc at sanger.ac.uk Wed Jul 8 10:54:53 2009 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 8 Jul 2009 15:54:53 +0100 Subject: [rt-users] Scalability question - RT appropriate for 50K+ requests per year? In-Reply-To: References: Message-ID: <8AAC24D4-85C0-42F7-A081-1CA69EA91A95@sanger.ac.uk> On 11 Jun 2009, at 3:16 pm, Lander, Scott wrote: > Folks, > > We are taking a look at RT as our helpdesk, and the basic > functionality seems fine. However, I am wondering how it does > under a fairly heavy load (ok - maybe it isn't heavy - but, I think > of it as fairly large) of upwards of 50K requsts per year, about > 200 requests per (work) day. Is anyone running that large a system? > > If so, could you describe your system - CPU/disk/memory/OS, etc, > as well as how it performs? Anything you wish you had done > different because of the size? We envision keeping tickets > (closed) at least 3 years, so we would have upward of 150K tickets > in the system after some time, if that matters. > We run a 3.8.2 instance that big on a virtual machine running on an ESX server. The VM only has 2 GB of RAM, which is sort of OK, but could do with being larger. If I were to do it again I'd use a 64-bit OS rather than 32-bit, and give it more memory (probably around 4GB). Nevertheless, our 2GB VM with two virtual CPUs handles our RT requirements quite happily (roughly 700 tickets a week, so not quite as high as you're envisaging, but not far off) Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From jpierce at cambridgeenergyalliance.org Wed Jul 8 11:30:40 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 8 Jul 2009 11:30:40 -0400 Subject: [rt-users] reply subject issue In-Reply-To: <4A54B886.4050907@well.com> References: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> <4A54B886.4050907@well.com> Message-ID: You can either use the queue specific subject tags, or see my earlier posts on this list about tweaking the codebase to emit subjects like: [RTname Qname ID#] Actual Subject Either way, be sure to read perldoc RT_Config.pm thoroughly, as there are some magic variables in there that need to be updated so that under special circumstances the altered forms are recognized as replies and don't get their subject's mangled (having a copy of the subject tag moved to the end of the subject) -- Cambridge Energy Alliance: Save money. Save the planet. From ruslan.zakirov at gmail.com Wed Jul 8 11:44:00 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 8 Jul 2009 19:44:00 +0400 Subject: [rt-users] reply subject issue In-Reply-To: <4A54B886.4050907@well.com> References: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> <4A54B886.4050907@well.com> Message-ID: <589c94400907080844t65233db5g7bd1c10b35ed7d2c@mail.gmail.com> Have you seen subject tag feature? It's a new property of queues you can change via the web UI. On Wed, Jul 8, 2009 at 7:17 PM, Chip Mefford wrote: > Been a happy RT user for a few years now, currently running > 3.8.1. For these last years, I've only had one active queue > for helpdesk. > > I recently had reason to add a second queue for the folks > doing facilities maintainence. > > All iz well. But since I now have 2 queues, I was wondering > if there was a way to differentiate them in follow-ups. > > Right now, the 'Please include the string [domain.tld #xxxx] > applies to both queues. That's fine, but it would be > nice if instead of domain.tld, I had queue1 or queue2 > > for the subject line string. > > Basically, it's a non issue, but I was wondering if there is > a simple way to implement this. > > Thanks kindly in advance; > > -- > --- > Chip Mefford > -------------------- > Before Enlightenment; > ?chop wood > ?carry water > After Enlightenment; > ?chop wood > ?carry water > --------------------- > Public Key > http://www.well.com/user/cpm > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From nesius at gmail.com Wed Jul 8 11:48:23 2009 From: nesius at gmail.com (Robert Nesius) Date: Wed, 8 Jul 2009 10:48:23 -0500 Subject: [rt-users] Problem in installing RT::Authen::ExternalAuth In-Reply-To: <4BA5307AF084A04E83875ECC173BC77B9B2A62BAA2@EXCHANGE.persistent.co.in> References: <4BA5307AF084A04E83875ECC173BC77B9B2A62BAA2@EXCHANGE.persistent.co.in> Message-ID: Before installing the module w/ CPAN. # Note - /opt/rt3/lib is the default path - if you used a different arg to --prefix during configure/install, use that as well. export PERL5LIB=/opt/rt3/lib Then run your cpan install. Paths in PERL5LIB are added (prepended?) to @INC, allowing the RT modules to be found during run-time, thus allowing CPAN to detect that the dependency for the module you're installing is satisfied. -Rob On Tue, Jul 7, 2009 at 3:29 AM, Ratish Ravindran wrote: > Hi All, > > > > I tried to install RT::Authen::ExternalAuth module ( version 0.08) for RT > 3.8.4, but during installation its giving an error as : > > > > ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ > > Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm > > Checking if your kit is complete... > > Looks good > > Warning: prerequisite RT 0 not found. > > Writing Makefile for RT::Authen::ExternalAuth > > ----? Unsatisfied dependencies detected during? ---- > > ---- ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz ---- > > ??? RT [requires] > > Shall I follow them and prepend them to the queue > > of modules we are processing right now? [yes] y > > Running make test > > ? Delayed until after prerequisites > > Running make install > > ? Delayed until after prerequisites > > Running install for module 'RT' > > > > ? The module RT isn't available on CPAN. > > > > ? Either the module has not yet been uploaded to CPAN, or it is > > ? temporary unavailable. Please contact the author to find out > > ? more about the status. Try 'i RT'. > > Running make for Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz > > ? Has already been unwrapped into directory > /root/.cpan/build/RT-Authen-ExternalAuth-0.08-s0b8RW > > > > ? CPAN.pm: Going to build Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz > > > > cp lib/RT/Authen/ExternalAuth.pm blib/lib/RT/Authen/ExternalAuth.pm > > cp lib/RT/Authen/ExternalAuth/LDAP.pm > blib/lib/RT/Authen/ExternalAuth/LDAP.pm > > cp lib/RT/User_Vendor.pm blib/lib/RT/User_Vendor.pm > > cp lib/RT/Authen/ExternalAuth/DBI/Cookie.pm > blib/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm > > cp lib/RT/Authen/ExternalAuth/DBI.pm blib/lib/RT/Authen/ExternalAuth/DBI.pm > > Manifying blib/man3/RT::Authen::ExternalAuth.3pm > > Manifying blib/man3/RT::User_Vendor.3pm > > ? ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz > > ? /usr/bin/make -- OK > > Running make test > > No tests defined for RT::Authen::ExternalAuth extension. > > ? ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz > > Tests succeeded but one dependency not OK (RT) > > ? ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz > > ? [dependencies] -- NA > > Running make install > > ? make test had returned bad status, won't install without force > > ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ > > > > I searched for RT modules but didn?t find. > > > > Please help me to get out of this problem. > > > > Thanks > > > > Ratish > > > > > > > > DISCLAIMER ========== This e-mail may contain privileged and confidential > information which is the property of Persistent Systems Ltd. It is intended > only for the use of the individual or entity to which it is addressed. If > you are not the intended recipient, you are not authorized to read, retain, > copy, print, distribute or use this message. If you have received this > communication in error, please notify the sender and delete all copies of > this message. Persistent Systems Ltd. does not accept any liability for > virus infected mails. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 cpm at well.com Wed Jul 8 12:15:06 2009 From: cpm at well.com (Chip Mefford) Date: Wed, 08 Jul 2009 12:15:06 -0400 Subject: [rt-users] reply subject issue Message-ID: <4A54C60A.1010503@well.com> Ruslan Zakirov wrote: > > Have you seen subject tag feature? It's a new property of queues you > > can change via the web UI. Hey Ruslan; yes, That part I get, however the body of the auto reply contains contradictory info. While the subject will say: [queue-name ID#] Blah blah blah, in the body of the actual auto reply, it will restate: ----------- ... Your ticket has been assigned an ID of [queue-name ID#]. Please include the string: [domain.tld ID#] in the subject line of all future... ------------ which is contradictory. I hope I am making this clear. > > On Wed, Jul 8, 2009 at 7:17 PM, Chip Mefford wrote: >> >> Been a happy RT user for a few years now, currently running >> >> 3.8.1. For these last years, I've only had one active queue >> >> for helpdesk. >> >> >> >> I recently had reason to add a second queue for the folks >> >> doing facilities maintainence. >> >> >> >> All iz well. But since I now have 2 queues, I was wondering >> >> if there was a way to differentiate them in follow-ups. >> >> >> >> Right now, the 'Please include the string [domain.tld #xxxx] >> >> applies to both queues. That's fine, but it would be >> >> nice if instead of domain.tld, I had queue1 or queue2 >> >> >> >> for the subject line string. >> >> >> >> Basically, it's a non issue, but I was wondering if there is >> >> a simple way to implement this. >> >> >> >> Thanks kindly in advance; >> >> >> >> -- >> >> --- >> >> Chip Mefford >> >> -------------------- >> >> Before Enlightenment; >> >> chop wood >> >> carry water >> >> After Enlightenment; >> >> chop wood >> >> carry water >> >> --------------------- >> >> Public Key >> >> http://www.well.com/user/cpm >> >> _______________________________________________ >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> >> Community help: http://wiki.bestpractical.com >> >> Commercial support: sales at bestpractical.com >> >> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> >> Buy a copy at http://rtbook.bestpractical.com >> >> > > > > > > Chip Mefford -------------------- Before Enlightenment; chop wood carry water After Enlightenment; chop wood carry water --------------------- Public Key http://www.well.com/user/cpm From falcone at bestpractical.com Wed Jul 8 12:15:26 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Jul 2009 12:15:26 -0400 Subject: [rt-users] import ldap users in RT with RT::Authen::ExternalAuth In-Reply-To: <90f6e8270907031130yebe8397hbbf112d2447268f@mail.gmail.com> References: <90f6e8270907030552x41ae3355u18878349f8b7f8ef@mail.gmail.com> <4A4E0783.3060104@jennic.com> <90f6e8270907031130yebe8397hbbf112d2447268f@mail.gmail.com> Message-ID: <20090708161526.GA34645@jibsheet.com> On Fri, Jul 03, 2009 at 08:30:38PM +0200, Natxo Asenjo wrote: > > Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains: > /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at > ./rtldapimport line 13. > > I had to add this path to rtldapimport because it would not find a module: > > ### after: use lib qw(@RT_LIB_PATH@); > use lib qw(/opt/rt3/local/lib /opt/rt3/lib > /opt/rt3/local/plugins/RT-Extension-LDAPImport/lib); > I suspect this is because you didn't enable the plugin (otherwise the plugin lib dir would already be included in @INC) I've released an updated version of the module with improved docs: 4. Edit your /opt/rt3/etc/RT_SiteConfig.pm Set(@Plugins, qw(RT::Extension::LDAPImport)); or add RT::Extension::LDAPImport to your existing @Plugins line -kevin From ruslan.zakirov at gmail.com Wed Jul 8 12:21:08 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 8 Jul 2009 20:21:08 +0400 Subject: [rt-users] reply subject issue In-Reply-To: <4A54C60A.1010503@well.com> References: <4A54C60A.1010503@well.com> Message-ID: <589c94400907080921t6645fd8bu1ae5c62773310ca4@mail.gmail.com> Fix templates, use the following code in them: {$Ticket->QueueObj->SubjectTag || $rtname} On Wed, Jul 8, 2009 at 8:15 PM, Chip Mefford wrote: > Ruslan Zakirov wrote: >> > Have you seen subject tag feature? It's a new property of queues you >> > can change via the web UI. > > Hey Ruslan; > > yes, That part I get, however the body of the auto reply > contains contradictory info. > > While the subject will say: > > [queue-name ID#] Blah blah blah, > > in the body of the actual auto reply, it will restate: > ----------- > ... > Your ticket has been assigned an ID of [queue-name ID#]. > > Please include the string: > > ? ?[domain.tld ID#] > > in the subject line of all future... > ------------ > > which is contradictory. > > I hope I am making this clear. >> > On Wed, Jul 8, 2009 at 7:17 PM, Chip Mefford wrote: >>> >> Been a happy RT user for a few years now, currently running >>> >> 3.8.1. For these last years, I've only had one active queue >>> >> for helpdesk. >>> >> >>> >> I recently had reason to add a second queue for the folks >>> >> doing facilities maintainence. >>> >> >>> >> All iz well. But since I now have 2 queues, I was wondering >>> >> if there was a way to differentiate them in follow-ups. >>> >> >>> >> Right now, the 'Please include the string [domain.tld #xxxx] >>> >> applies to both queues. That's fine, but it would be >>> >> nice if instead of domain.tld, I had queue1 or queue2 >>> >> >>> >> for the subject line string. >>> >> >>> >> Basically, it's a non issue, but I was wondering if there is >>> >> a simple way to implement this. >>> >> >>> >> Thanks kindly in advance; >>> >> >>> >> -- >>> >> --- >>> >> Chip Mefford >>> >> -------------------- >>> >> Before Enlightenment; >>> >> ?chop wood >>> >> ?carry water >>> >> After Enlightenment; >>> >> ?chop wood >>> >> ?carry water >>> >> --------------------- >>> >> Public Key >>> >> http://www.well.com/user/cpm >>> >> _______________________________________________ >>> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >> >>> >> Community help: http://wiki.bestpractical.com >>> >> Commercial support: sales at bestpractical.com >>> >> >>> >> >>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> >> Buy a copy at http://rtbook.bestpractical.com >>> >> >> > >> > >> > > > > Chip Mefford > -------------------- > Before Enlightenment; > ?chop wood > ?carry water > After Enlightenment; > ?chop wood > ?carry water > --------------------- > Public Key > http://www.well.com/user/cpm > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 cpm at well.com Wed Jul 8 12:40:29 2009 From: cpm at well.com (Chip Mefford) Date: Wed, 08 Jul 2009 12:40:29 -0400 Subject: [rt-users] reply subject issue In-Reply-To: <589c94400907080921t6645fd8bu1ae5c62773310ca4@mail.gmail.com> References: <4A54C60A.1010503@well.com> <589c94400907080921t6645fd8bu1ae5c62773310ca4@mail.gmail.com> Message-ID: <4A54CBFD.9040508@well.com> Ruslan Zakirov wrote: > Fix templates, use the following code in them: > > {$Ticket->QueueObj->SubjectTag || $rtname} Err, a bit out of my depth I guess. Not sure where to do this, not keen on fiddling Templates_Overlay.pm or similar. And not clueful on how to add queue specific stuff in the configuration menu thanks though, read the book a bit more I suppose. -- --- Chip Mefford -------------------- Before Enlightenment; chop wood carry water After Enlightenment; chop wood carry water --------------------- Public Key http://www.well.com/user/cpm From Hossein.Rafighi at triumf.ca Wed Jul 8 12:59:17 2009 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Wed, 08 Jul 2009 09:59:17 -0700 Subject: [rt-users] RTFM rights Question In-Reply-To: <20090708135151.GA842@jibsheet.com> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> <4A526CB7.90501@triumf.ca> <4A5275BA.7070505@triumf.ca> <20090708135151.GA842@jibsheet.com> Message-ID: <4A54D065.7090006@triumf.ca> If an unprivileged user does a search for articles they can find them, but those articles don't show the "Referred to by" links, and therefore these users can't see the body/contents of articles. Privileged users can see the "Referred to by" and can click on the link and read the contents. Do I make sense? Cheers, Hossein Kevin Falcone wrote: > On Mon, Jul 06, 2009 at 03:07:54PM -0700, Hossein Rafighi wrote: > >> Hi Kevin, >> I am not sure if this is related to my problem, but when a privileged >> user does a mouse over on an article the url reads: >> https://mydomain.ca/RTFM/Article/Display.html?id=## but when an >> un-privileged user does the mouse over on the same article s/he sees a >> different directory >> https://mydomain.ca/SelfService/Article/Display.html?id=## >> > > I'm confused. I thought your problem was that your Unprivileged > users didn't see Article contents. > Now it sounds like the problem is something else? > > The SelfService version of the Article Display is not identical > to the privileged display. You can compare > local/plugins/RT-FM/html/SelfService/Article/Dispaly.html > to > local/plugins/RT-FM/html/RTFM/Article/Dispaly.html > > to see what is skipped. > > If you'd like to add data back in, do a local overlay of the > template or send a patch to add a callback and use the callback to add > data. > > -kevin > > >>>>> these articles are clicked on, they don't see the link for the content >>>>> of any article. My privileged users don't have this problem! They can >>>>> search and see the articles and links! I've set the group rights on >>>>> global and class level in rtfm to: See Class, ShowArticle, and >>>>> ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? >>>>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From Hossein.Rafighi at triumf.ca Wed Jul 8 13:18:46 2009 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Wed, 08 Jul 2009 10:18:46 -0700 Subject: [rt-users] RT Error In-Reply-To: <4A538942.3010003@triumf.ca> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> <4A526CB7.90501@triumf.ca> <4A538942.3010003@triumf.ca> Message-ID: <4A54D4F6.3010100@triumf.ca> I fixed this problem. For the records, just in case somebody else falls into this trap! I have been happily using and upgrading RT for few years. For some odd/historical reason my perl was loaded and called from /usr/lib/perl5/vendor_perl/5.8.8/RT who knows since when? I did an export of PERL5LIB to point at /opt/rt/lib and did a re-install and no longer see the error message. Cheers, Hossein Hossein Rafighi wrote: > Hi, > > I just upgraded my RT from 3.8.1 to 3.8.4. Attempt to restart httpd > fails with the following error. > ==> httpd/error_log <== > [Tue Jul 07 10:24:01 2009] [error] Can't locate object method "Config" > via package "RT" at /opt/rt/default/bin/webmux.pl line 100.\nBEGIN > failed--compilation aborted at /opt/rt/default/bin/webmux.pl line > 102.\nCompilation failed in require at (eval 210) line 1.\n > [Tue Jul 07 10:24:01 2009] [error] Can't load Perl file: > /opt/rt/default/bin/webmux.pl for server rt.mydomain.ca:0, exiting... > > Any help is greatly appreciated. > > Cheers, > Hossein > > -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From jpierce at cambridgeenergyalliance.org Wed Jul 8 13:28:33 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 8 Jul 2009 13:28:33 -0400 Subject: [rt-users] Tool to graph custom fields? Message-ID: Hi guys, Is anyone aware of a tool to let users create more complex or arbitrary graphs than the few published modern extensions? They're useful, but all fairly limited and impose many constraints. I'm asking for a general solution, but what I'm presently most interested in is a way of graphing the relative abundance of custom field values amongst tickets matching a given query. i.e; I'd like a pie chart of how many tickets created in the last month have CF-Fred set to foo, bar, baz or qux... Any thoughts? -- Cambridge Energy Alliance: Save money. Save the planet. From falcone at bestpractical.com Wed Jul 8 15:07:15 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Jul 2009 15:07:15 -0400 Subject: [rt-users] RTFM rights Question In-Reply-To: <4A54D065.7090006@triumf.ca> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> <4A526CB7.90501@triumf.ca> <4A5275BA.7070505@triumf.ca> <20090708135151.GA842@jibsheet.com> <4A54D065.7090006@triumf.ca> Message-ID: <20090708190715.GB34645@jibsheet.com> On Wed, Jul 08, 2009 at 09:59:17AM -0700, Hossein Rafighi wrote: > If an unprivileged user does a search for articles they can find them, > but those articles don't show the "Referred to by" links, and therefore > these users can't see the body/contents of articles. Privileged users > can see the "Referred to by" and can click on the link and read the > contents. Do I make sense? I think this is a terminology problem. Links are not Content Links are either automatically generated to tickets that used the RTFM Article or to other things that you've manually linked. The Content of an Article is stored in Custom Fields which in the Self Service UI are displayed below the Name and the Summary. If you need to see Links in SelfService, you'll have to follow the directions from my previous mail and either overlay Article/Display.html or create a callback and use that (and send a patch to have the callback make it into core) -kevin From jay at ecastnetwork.com Wed Jul 8 15:08:31 2009 From: jay at ecastnetwork.com (Jay Vlavianos) Date: Wed, 8 Jul 2009 12:08:31 -0700 Subject: [rt-users] RT mail failing after Fedora upgrade Message-ID: I had to reinstall a bunch of the perl packages after the FC upgrade to FC9, now the rt-dependency check comes back clean, but this is the error I get when I run fetchmail with the RT user: [root at sfnix1 sbin]# su - rt_user [rt_user at sfnix1 ~]$ fetchmail -s RT server error. The RT server which handled your email did not behave as expected. It said: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. Stack: [/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm:1674] [/usr/lib/perl5/vendor_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:720] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:554] [/usr/local/rt3/lib/RT/Interface/Email.pm:765] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] fetchmail: MDA returned nonzero status 75 RT server error. Machine info: RT Version: 3.6.0 Linux sfnix1 2.6.27.25-78.2.56.fc9.i586 #1 SMP Thu Jun 18 12:14:31 EDT 2009 i686 i686 i386 GNU/Linux [rt_user at sfnix1 ~]$ which perl /usr/local/bin/perl [rt_user at sfnix1 ~]$ perl --version This is perl, v5.10.0 built for i386-linux-thread-multi [rt_user at sfnix1 ~]$ which mysql /usr/bin/mysql [rt_user at sfnix1 ~]$ mysql --version mysql Ver 14.12 Distrib 5.0.19, for pc-linux-gnu (i686) using readline 5.0 --Jay --Director, Production Operations & IT --Ecast -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jul 8 15:10:01 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Jul 2009 15:10:01 -0400 Subject: [rt-users] Tool to graph custom fields? In-Reply-To: References: Message-ID: <20090708191001.GC34645@jibsheet.com> On Wed, Jul 08, 2009 at 01:28:33PM -0400, Jerrad Pierce wrote: > Is anyone aware of a tool to let users create more complex or arbitrary graphs > than the few published modern extensions? They're useful, but all fairly limited > and impose many constraints. I'm asking for a general solution, but what I'm > presently most interested in is a way of graphing the relative abundance of > custom field values amongst tickets matching a given query. i.e; I'd like a pie > chart of how many tickets created in the last month have CF-Fred set to foo, > bar, baz or qux... What you describe should be built into 3.8 Search for tickets created after 2009-07-01 Scroll the bottom of the results, choose a Pie chart and chart by Custom Field Fred -kevin From jpierce at cambridgeenergyalliance.org Wed Jul 8 15:18:10 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 8 Jul 2009 15:18:10 -0400 Subject: [rt-users] Tool to graph custom fields? In-Reply-To: <20090708191001.GC34645@jibsheet.com> References: <20090708191001.GC34645@jibsheet.com> Message-ID: Ah, yes, got it! Thanks. I forgot that RT assumes CF's are queue specific, and only shows them when a queue is specified. We have several CFs that are used in multiple queues e.g; Tags; and sometimes want to search across queues based on these fields. In query builder this can be gotten around by first selecting a queue, then your CF condition, then deleting the queue from the query... The workaround for this chart is similar, get your results for one queue, then remove the queue condition from the URI. -- Cambridge Energy Alliance: Save money. Save the planet. From jay at ecastnetwork.com Wed Jul 8 15:40:30 2009 From: jay at ecastnetwork.com (Jay Vlavianos) Date: Wed, 8 Jul 2009 12:40:30 -0700 Subject: [rt-users] RT [Transactions] failing after Fedora upgrade In-Reply-To: References: Message-ID: Correction, any database transaction is failing in RT (I didn't try that after the upgrade): error: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. context: ... 1670: sub begin_work { 1671: my $dbh = shift; 1672: return $dbh->set_err($DBI::stderr, "Already in a transaction") 1673: unless $dbh->FETCH('AutoCommit'); 1674: $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it 1675: $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action 1676: return 1; 1677: } 1678: ... code stack: /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm:1674 /usr/lib/perl5/vendor_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:720 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3024 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3091 /usr/local/rt3/share/html/Ticket/Display.html:124 /usr/local/rt3/local/html/autohandler:173 ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay Vlavianos Sent: Wednesday, July 08, 2009 12:09 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT mail failing after Fedora upgrade I had to reinstall a bunch of the perl packages after the FC upgrade to FC9, now the rt-dependency check comes back clean, but this is the error I get when I run fetchmail with the RT user: [root at sfnix1 sbin]# su - rt_user [rt_user at sfnix1 ~]$ fetchmail -s RT server error. The RT server which handled your email did not behave as expected. It said: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. Stack: [/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm:1674] [/usr/lib/perl5/vendor_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:720] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:554] [/usr/local/rt3/lib/RT/Interface/Email.pm:765] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] fetchmail: MDA returned nonzero status 75 RT server error. Machine info: RT Version: 3.6.0 Linux sfnix1 2.6.27.25-78.2.56.fc9.i586 #1 SMP Thu Jun 18 12:14:31 EDT 2009 i686 i686 i386 GNU/Linux [rt_user at sfnix1 ~]$ which perl /usr/local/bin/perl [rt_user at sfnix1 ~]$ perl --version This is perl, v5.10.0 built for i386-linux-thread-multi [rt_user at sfnix1 ~]$ which mysql /usr/bin/mysql [rt_user at sfnix1 ~]$ mysql --version mysql Ver 14.12 Distrib 5.0.19, for pc-linux-gnu (i686) using readline 5.0 --Jay --Director, Production Operations & IT --Ecast -------------- next part -------------- An HTML attachment was scrubbed... URL: From tmitchell at gmail.com Wed Jul 8 15:59:06 2009 From: tmitchell at gmail.com (Tim Mitchell) Date: Wed, 8 Jul 2009 12:59:06 -0700 Subject: [rt-users] very simple (and possibly dumb) question, correspondence subject. In-Reply-To: <4A54AB68.6010704@cyber-office.net> References: <935f962d0907071218i7639ad03g7336ab2bd285062d@mail.gmail.com> <4A543FB8.5080904@portaone.com> <4A54AB68.6010704@cyber-office.net> Message-ID: <935f962d0907081259v18368a78s73ae2bd4ffee2322@mail.gmail.com> Thanks that worked perfectly! -TM On Wed, Jul 8, 2009 at 7:21 AM, Roderick A. Anderson < raanders at cyber-office.net> wrote: > Agnislav Onufrijchuk wrote: > > Tim Mitchell wrote: > > > > > > > > > Subject line on emails to everyone contains the FQDN + ticket number + > ticket > > subject. > > I doubt in FQDN. AFAIK text before ticket number in subject is set per > queue in > > "Subject Tag" input field. In case when "Subject Tag" is empty, the text > is > > being got from $rtname variable in RT_SiteConfig.pm > > > > > I'd like to change that to RT-PS + ticket number + ticket subject. > > I don't know what is RT-PS. Please, clarify. > > "RT-PS" instead of the FQDN (ie. $rtname = "RT-PS";) I'd guess having > been down the no-FQDN route with a customer. > > > \\||/ > Rod > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Thanks, -TM "Ravioli is the square root of pasta." - Max K., Age 11 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jul 8 16:09:54 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Jul 2009 16:09:54 -0400 Subject: [rt-users] reply subject issue In-Reply-To: <4A54CBFD.9040508@well.com> References: <4A54C60A.1010503@well.com> <589c94400907080921t6645fd8bu1ae5c62773310ca4@mail.gmail.com> <4A54CBFD.9040508@well.com> Message-ID: <20090708200954.GD34645@jibsheet.com> On Wed, Jul 08, 2009 at 12:40:29PM -0400, Chip Mefford wrote: > Ruslan Zakirov wrote: > > Fix templates, use the following code in them: > > > > {$Ticket->QueueObj->SubjectTag || $rtname} > > Err, a bit out of my depth I guess. Not sure > where to do this, not keen on fiddling Templates_Overlay.pm > or similar. And not clueful on how to add queue specific stuff > in the configuration menu Configuration -> Templates -> Autoreply Just paste in what Ruz wrote, which should be the default on an installed 3.8, but possibly not on an upgraded 3.8 -kevin From Rich.West at wesmo.com Wed Jul 8 16:43:16 2009 From: Rich.West at wesmo.com (Rich West) Date: Wed, 08 Jul 2009 16:43:16 -0400 Subject: [rt-users] Custom Fields per queue Message-ID: <1b628799065b3075944c40c00fd873b1@mail.wesmo.com> We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using RT for years (and years.. and years.. and years..), and even encouraged the guys here to buy the book (two copies) so as to train them on the inner workings of the interface. We are now at the point where we want certain custom fields for the different queues. We have about 8 different queues that we support and we are trying to apply custom fields to different queues. For example, we have defined one custom field pull-down called "Priority" with several options that we want applied to all of the queues, one custom field called "IT Category" with a pull down of several options that we want applied to our "Desktop Support" queue, and one custom field called "IDX Category" with a pull down of several options that we want applied to our "Applications" queue. The web interface seems rather straight forward once you work through it a couple of times, but I cannot seem to have the correct end result. Am I missing something here? Thanks! -Rich RT 3.8.4 From dlamers at elcan.com Wed Jul 8 16:50:42 2009 From: dlamers at elcan.com (Lamers, Dan) Date: Wed, 8 Jul 2009 16:50:42 -0400 Subject: [rt-users] Query on Content is case sensitive In-Reply-To: <76.07.19468.59B51E74@cm-2.zoominternet.net> References: <3B.7E.19468.62951E74@cm-2.zoominternet.net> <76.07.19468.59B51E74@cm-2.zoominternet.net> Message-ID: <14365258981C224D868E4A42A0EB326D0135BE10@emexc004023.elcan.com> I've recently upgraded to rt3.8.3 from 3.6.5 and everything is working very well except that I've just discovered that a query based on "Content" is case sensitive. I've tried other queries based on "Subject" and "Requestor" etc and they are all case insensitive. Looking at the mysql upgrade script, I think that Content has been changed to longblob and that type is case sensitive according to mysql documentation. Has anyone else noticed this behaviour and are there suggestions for a workaround? Thanks, Dan From gagel at cnc.bc.ca Wed Jul 8 17:06:54 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Wed, 08 Jul 2009 14:06:54 -0700 Subject: [rt-users] Custom Fields per queue Message-ID: <4a550a6e.1328.318.2988@cnc.bc.ca> I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: [rt-users] Custom Fields per queue From: Rich West To: Date: 08/07/2009 1:52 PM We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using RT for years (and years.. and years.. and years..), and even encouraged the guys here to buy the book (two copies) so as to train them on the inner workings of the interface. We are now at the point where we want certain custom fields for the different queues. We have about 8 different queues that we support and we are trying to apply custom fields to different queues. For example, we have defined one custom field pull-down called "Priority" with several options that we want applied to all of the queues, one custom field called "IT Category" with a pull down of several options that we want applied to our "Desktop Support" queue, and one custom field called "IDX Category" with a pull down of several options that we want applied to our "Applications" queue. The web interface seems rather straight forward once you work through it a couple of times, but I cannot seem to have the correct end result. Am I missing something here? Thanks! -Rich RT 3.8.4 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy athttp://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Rich.West at wesmo.com Wed Jul 8 17:24:28 2009 From: Rich.West at wesmo.com (Rich West) Date: Wed, 08 Jul 2009 17:24:28 -0400 Subject: [rt-users] Custom Fields per queue In-Reply-To: <4a550a6e.1328.318.2988@cnc.bc.ca> References: <4a550a6e.1328.318.2988@cnc.bc.ca> Message-ID: <738143d9265db6e72a06cd9364a9ddef@mail.wesmo.com> By correct result, I meant that it would do what I was trying for: o Custom Field associated to all tickets regardless of queue o Custom field associated to all tickets in queue A o Custom field associated to all tickets in queue B Is this possible? -Rich On Wed, 08 Jul 2009 14:06:54 -0700, Kevin Gagel wrote: I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... From cgarcia at ific.uv.es Thu Jul 9 02:22:29 2009 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Thu, 09 Jul 2009 08:22:29 +0200 Subject: [rt-users] *****SPAM***** Re: Custom Fields per queue In-Reply-To: <738143d9265db6e72a06cd9364a9ddef@mail.wesmo.com> References: <4a550a6e.1328.318.2988@cnc.bc.ca> <738143d9265db6e72a06cd9364a9ddef@mail.wesmo.com> Message-ID: <4A558CA5.1040807@ific.uv.es> Yes, it is. You only have to define the custom field (Configuration->Custom Fields) and ensure that it "Applies to" "Tickets" when you create or modify it. Then go to the link "Applies to" just above, in the upper menu bar, and check the queues where you want to apply the custom field. Alternatively, you can perform this second step in the queue configuration (Configuration -> Queues -> [Queue Name]-> Ticket Custom Field) and check the custom fields that you want to apply to this queue. So it works for me in RT 3.8.4. Regards, Carlos Rich West wrote: > By correct result, I meant that it would do what I was trying for: > o Custom Field associated to all tickets regardless of queue > o Custom field associated to all tickets in queue A > o Custom field associated to all tickets in queue B > > Is this possible? > > -Rich > > On Wed, 08 Jul 2009 14:06:54 -0700, Kevin Gagel wrote: I'm not sure what > you mean by correct result. But I recently figured out a problem I was > having with queues and custom fields. Mine related more to a dashboard's > ability to see the custom field. It seems that if the custom field is a > queue only field then the dashboard cannot be setup to show a column using > that custom field. On the other hand if the custom field is setup as a > global field it shows up readily as choice for a column to be picked as > displayable in the dashboard. > > I've setup my install so that custom fields intended for a queue are only > there and ones that should be in all queues are globally setup. Perhaps > that is what you need to do... > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > ------------------------------------------------------------------------ > > Spam detection software, running on the system "hal.ific.uv.es", has > identified this incoming email as possible spam. The original message > has been attached to this so you can view it (if it isn't spam) or label > similar future email. If you have any questions, see > the administrator of that system for details. > > Content preview: By correct result, I meant that it would do what I was > trying for: o Custom Field associated to all tickets regardless of > queue o Custom field associated to all tickets in queue A o Custom > field associated to all tickets in queue B [...] > > Content analysis details: (5.5 points, 5.0 required) > > pts rule name description > ---- ---------------------- -------------------------------------------------- > 2.5 FORGED_RCVD_HELO Received: contains a forged HELO > 3.0 KXLINKRR_BODY BODY: Body contains suspicious link > > -- _______ _______________________________________________________________ | __ __ | Carlos Garc?a Montoro Ingeniero Inform?tico |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Inform?ticos | [_] | Edificio Institutos de Investigaci?n cgarcia at ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |_______| Espa?a / Spain Fax: +34 963543488 -------------- next part -------------- A non-text attachment was scrubbed... Name: cgarcia.vcf Type: text/x-vcard Size: 441 bytes Desc: not available URL: From cgarcia at ific.uv.es Thu Jul 9 03:06:17 2009 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Thu, 09 Jul 2009 09:06:17 +0200 Subject: [rt-users] Custom Fields per queue In-Reply-To: <4a550a6e.1328.318.2988@cnc.bc.ca> References: <4a550a6e.1328.318.2988@cnc.bc.ca> Message-ID: <4A5596E9.2010804@ific.uv.es> Hi Kevin, Version 3.8.4 allows you to show custom fields per queue in dashboards, even if they are not global custom fields. In order to do that, you have to create a query which should show the custom field you want as part of its result (ensure that you select the column you want as part of the Display Columns when you are generating the query). Then you only have to use this query as part of your dashboard, and it will show the custom field you want. If it doesn't work for you, perhaps it is the version of RT you are using, or perhaps you have a Rights issue, but I don't think so... Good luck and regards. Carlos Kevin Gagel wrote: > I'm not sure what you mean by correct result. But I recently figured out > a problem I was having with queues and custom fields. Mine related more > to a dashboard's ability to see the custom field. It seems that if the > custom field is a queue only field then the dashboard cannot be setup to > show a column using that custom field. On the other hand if the custom > field is setup as a global field it shows up readily as choice for a > column to be picked as displayable in the dashboard. > > I've setup my install so that custom fields intended for a queue are > only there and ones that should be in all queues are globally setup. > Perhaps that is what you need to do... > > > Kevin W. Gagel > Network Administrator > Local 5448 > My blog: > http://mail.cnc.bc.ca/blogs/gagel > My shared files: > http://mail.cnc.bc.ca/users/gagel > > > --- Original message --- > Subject: [rt-users] Custom Fields per queue > From: Rich West > To: > Date: 08/07/2009 1:52 PM > > We are ramping up our RT install here to provide more expanded services. I > did the original install (I seem to install this at every job I go to), but > it is now getting handed off to another manager, and, with my help, we are > adjusting it to fit a working model that he has built. I've been using RT > for years (and years.. and years.. and years..), and even encouraged the > guys here to buy the book (two copies) so as to train them on the inner > workings of the interface. > We are now at the point where we want certain custom fields for the > different queues. We have about 8 different queues that we support and we > are trying to apply custom fields to different queues. For example, we have > defined one custom field pull-down called "Priority" with several options > that we want applied to all of the queues, one custom field called "IT > Category" with a pull down of several options that we want applied to our > "Desktop Support" queue, and one custom field called "IDX Category" with a > pull down of several options that we want applied to our "Applications" > queue. > The web interface seems rather straight forward once you work through it a > couple of times, but I cannot seem to have the correct end result. Am I > missing something here? > Thanks! > -Rich > RT 3.8.4 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 -- _______ _______________________________________________________________ | __ __ | Carlos Garc?a Montoro Ingeniero Inform?tico |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Inform?ticos | [_] | Edificio Institutos de Investigaci?n cgarcia at ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |_______| Espa?a / Spain Fax: +34 963543488 -------------- next part -------------- A non-text attachment was scrubbed... Name: cgarcia.vcf Type: text/x-vcard Size: 441 bytes Desc: not available URL: From Agnislav.Onufrijchuk at portaone.com Thu Jul 9 03:26:38 2009 From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk) Date: Thu, 09 Jul 2009 10:26:38 +0300 Subject: [rt-users] RT [Transactions] failing after Fedora upgrade In-Reply-To: References: Message-ID: <4A559BAE.6040608@portaone.com> Jay Vlavianos wrote: > > Transactions not supported by database at > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. > What DBD::mysql version do you use? Do you have InnoDB engine enabled in your my.cnf ? -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center From johnathan.bell at baker.edu Thu Jul 9 08:09:50 2009 From: johnathan.bell at baker.edu (Johnathan Bell) Date: Thu, 9 Jul 2009 08:09:50 -0400 Subject: [rt-users] Viewing user profiles without modification rights? Message-ID: I thought there was some way for ticket responders to view the information about the user who requested the ticket, specifically, the user's profile. However, I can't see that anywhere. I know that I can turn on the "AdminUsers" right, but I don't really want to give out the ability to modify a user's profile, just view it. Is this possible? What do I need to do? Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College From ktm at rice.edu Thu Jul 9 08:34:12 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 9 Jul 2009 07:34:12 -0500 Subject: [rt-users] Viewing user profiles without modification rights? In-Reply-To: References: Message-ID: <20090709123412.GN22588@it.is.rice.edu> We have custom fields that are populated with that information when the ticket is created. They can be viewed without the AdminUsers right. One idea. Ken On Thu, Jul 09, 2009 at 08:09:50AM -0400, Johnathan Bell wrote: > I thought there was some way for ticket responders to view the > information about the user who requested the ticket, specifically, the > user's profile. However, I can't see that anywhere. I know that I can > turn on the "AdminUsers" right, but I don't really want to give out > the ability to modify a user's profile, just view it. Is this > possible? What do I need to do? > > Thanks, > Johnathan > > -- > Johnathan Bell > Internet System Administrator, Baker College > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jpierce at cambridgeenergyalliance.org Thu Jul 9 09:38:38 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 9 Jul 2009 09:38:38 -0400 Subject: [rt-users] Viewing user profiles without modification rights? In-Reply-To: References: Message-ID: If I recall correctly, the profile page is still displayable without the ACL, but the ticket display page uses the ACL to determine whether or not to link to the page. Tickets/Elements/ShowRequestor has: title_href => $has_right_adminusers? RT->Config->Get('WebPath')."/Admin/User s/Modify.html?id=".$requestor->id: undef but there is no HasRight check in Admin/Users/Modify.html So you ought to be make a local variant of the former to always link.... From sara.kinner at gmail.com Thu Jul 9 12:10:50 2009 From: sara.kinner at gmail.com (Sara Kinner) Date: Thu, 9 Jul 2009 10:10:50 -0600 Subject: [rt-users] Started date is incorrect when owner replies via email Message-ID: We use RT's "started" date to generate statistics on how quickly we action issues, but noticed that emailing a ticket does not update the "started" date. Is there a workaround for this? I realize we could look at all transactions for a given ticket and find the earliest one where the transaction is a correspondance and the transaction creator is the ticket owner, but that seems tedious. I'm guessing RT avoids updating the started date on email transactions just in case the requestor sends a followup email or something similar. Thoughts? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Rich.West at wesmo.com Thu Jul 9 12:56:28 2009 From: Rich.West at wesmo.com (Rich West) Date: Thu, 09 Jul 2009 12:56:28 -0400 Subject: [rt-users] Custom Fields per queue In-Reply-To: <4A5596E9.2010804@ific.uv.es> References: <4a550a6e.1328.318.2988@cnc.bc.ca> <4A5596E9.2010804@ific.uv.es> Message-ID: <0605e31f948091c8ea823f13bd81245d@mail.wesmo.com> I *think* I have it correct now.. Thanks! -Rich From ktm at rice.edu Thu Jul 9 13:00:34 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 9 Jul 2009 12:00:34 -0500 Subject: [rt-users] Started date is incorrect when owner replies via email In-Reply-To: References: Message-ID: <20090709170034.GS22588@it.is.rice.edu> On Thu, Jul 09, 2009 at 10:10:50AM -0600, Sara Kinner wrote: > We use RT's "started" date to generate statistics on how quickly we > action issues, but noticed that emailing a ticket does not update the > "started" date. > > Is there a workaround for this? > > I realize we could look at all transactions for a given ticket and > find the earliest one where the transaction is a correspondance and > the transaction creator is the ticket owner, but that seems tedious. > > I'm guessing RT avoids updating the started date on email transactions > just in case the requestor sends a followup email or something > similar. > > Thoughts? The "started" date is updated once work begins on a ticket. An E-mail to the RT system, does not indicate the beginning of work on an issue. Just like "asking for help" does not indicate in any way that assistance or help is in the process of being provided. That being said, you should be able to use a scrip to make this happen. Regards, Ken From raanders at cyber-office.net Thu Jul 9 14:07:56 2009 From: raanders at cyber-office.net (Roderick A. Anderson) Date: Thu, 09 Jul 2009 11:07:56 -0700 Subject: [rt-users] Copy/Paste MAC OS 10.5, Safari problems Message-ID: <4A5631FC.5070705@cyber-office.net> We just update a few days ago from RT 2.0.15 to 3.8.4. CentOS 5.3 in a Linux-Vserver guest using PostgreSQL on another system. One user is having a problem pasting into a comment block with Safari. When he does a right click (three button mouse) he gets an error message window about browser security not allowing it. He must paste into that window and click OK to get it into comment block. This was not happening before the upgrade. Anyone have an idea as to why this is happening? Solution(s)? Where else to look? \\||/ Rod -- From jay at ecastnetwork.com Thu Jul 9 14:38:48 2009 From: jay at ecastnetwork.com (Jay Vlavianos) Date: Thu, 9 Jul 2009 11:38:48 -0700 Subject: [rt-users] RT [Transactions] failing after Fedora upgrade In-Reply-To: <4A559BAE.6040608@portaone.com> References: <4A559BAE.6040608@portaone.com> Message-ID: Thanks for responding: Rpm -qa reports : perl-DBD-MySQL-4.005-8.fc9.i386 All tables in the rt3 database are InnoDB except sessions I don't have a my.cnf so mysql is loading with defaults, but since the DB is InnoDB I would imagine that it is running? Thanks, -Jay -----Original Message----- From: Agnislav Onufrijchuk [mailto:Agnislav.Onufrijchuk at portaone.com] Sent: Thursday, July 09, 2009 12:27 AM To: Jay Vlavianos Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade Jay Vlavianos wrote: > > Transactions not supported by database at > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. > What DBD::mysql version do you use? Do you have InnoDB engine enabled in your my.cnf ? -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center From falcone at bestpractical.com Thu Jul 9 14:45:52 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jul 2009 14:45:52 -0400 Subject: [rt-users] Copy/Paste MAC OS 10.5, Safari problems In-Reply-To: <4A5631FC.5070705@cyber-office.net> References: <4A5631FC.5070705@cyber-office.net> Message-ID: <20090709184552.GA88911@jibsheet.com> On Thu, Jul 09, 2009 at 11:07:56AM -0700, Roderick A. Anderson wrote: > We just update a few days ago from RT 2.0.15 to 3.8.4. > CentOS 5.3 in a Linux-Vserver guest using PostgreSQL on another system. > > One user is having a problem pasting into a comment block with Safari. > When he does a right click (three button mouse) he gets an error message > window about browser security not allowing it. He must paste into that > window and click OK to get it into comment block. > > This was not happening before the upgrade. > > Anyone have an idea as to why this is happening? Solution(s)? Where > else to look? You're getting this error from the Rich Text editor because Safari won't let it access the clipboard. Just paste using apple-V or disable the Rich Text editor from preferences. RT2 didn't have a JS editing widget -kevin From barnesaw at ucrwcu.rwc.uc.edu Thu Jul 9 14:46:21 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 09 Jul 2009 14:46:21 -0400 Subject: [rt-users] RT [Transactions] failing after Fedora upgrade In-Reply-To: References: <4A559BAE.6040608@portaone.com> Message-ID: <4A563AFD.10800@ucrwcu.rwc.uc.edu> Jay Vlavianos wrote: > Thanks for responding: > > Rpm -qa reports : perl-DBD-MySQL-4.005-8.fc9.i386 > I suspect you may need to rebuild DBD::mysql and/or DBI. This is why yum/rpm never touches perl on my systems. It never does anything GOOD, it only breaks things. Package management is fine if you never need to install anything any other way, but if you need to touch cpan even once, you're likely hosed after each update. > All tables in the rt3 database are InnoDB except sessions > > I don't have a my.cnf so mysql is loading with defaults, but since the > DB is InnoDB I would imagine that it is running? > > Thanks, > -Jay > > > -----Original Message----- > From: Agnislav Onufrijchuk [mailto:Agnislav.Onufrijchuk at portaone.com] > Sent: Thursday, July 09, 2009 12:27 AM > To: Jay Vlavianos > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade > > Jay Vlavianos wrote: > >> Transactions not supported by database at >> /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line >> > 1674. > > > What DBD::mysql version do you use? Do you have InnoDB engine enabled in > your > my.cnf ? > > > From jay at ecastnetwork.com Thu Jul 9 15:11:26 2009 From: jay at ecastnetwork.com (Jay Vlavianos) Date: Thu, 9 Jul 2009 12:11:26 -0700 Subject: [rt-users] RT [Transactions] failing after Fedora upgrade In-Reply-To: <4A563AFD.10800@ucrwcu.rwc.uc.edu> References: <4A559BAE.6040608@portaone.com> <4A563AFD.10800@ucrwcu.rwc.uc.edu> Message-ID: I can try removing DBD/DBI with Yum and then building the packages manually. Shouldn't take too long ;) Thanks, -Jay -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Thursday, July 09, 2009 11:46 AM To: Jay Vlavianos Cc: Agnislav Onufrijchuk; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade Jay Vlavianos wrote: > Thanks for responding: > > Rpm -qa reports : perl-DBD-MySQL-4.005-8.fc9.i386 > I suspect you may need to rebuild DBD::mysql and/or DBI. This is why yum/rpm never touches perl on my systems. It never does anything GOOD, it only breaks things. Package management is fine if you never need to install anything any other way, but if you need to touch cpan even once, you're likely hosed after each update. > All tables in the rt3 database are InnoDB except sessions > > I don't have a my.cnf so mysql is loading with defaults, but since the > DB is InnoDB I would imagine that it is running? > > Thanks, > -Jay > > > -----Original Message----- > From: Agnislav Onufrijchuk [mailto:Agnislav.Onufrijchuk at portaone.com] > Sent: Thursday, July 09, 2009 12:27 AM > To: Jay Vlavianos > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade > > Jay Vlavianos wrote: > >> Transactions not supported by database at >> /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line >> > 1674. > > > What DBD::mysql version do you use? Do you have InnoDB engine enabled in > your > my.cnf ? > > > From raanders at cyber-office.net Thu Jul 9 15:15:23 2009 From: raanders at cyber-office.net (Roderick A. Anderson) Date: Thu, 09 Jul 2009 12:15:23 -0700 Subject: [rt-users] Copy/Paste MAC OS 10.5, Safari problems In-Reply-To: <20090709184552.GA88911@jibsheet.com> References: <4A5631FC.5070705@cyber-office.net> <20090709184552.GA88911@jibsheet.com> Message-ID: <4A5641CB.7060709@cyber-office.net> Kevin Falcone wrote: > On Thu, Jul 09, 2009 at 11:07:56AM -0700, Roderick A. Anderson wrote: >> We just update a few days ago from RT 2.0.15 to 3.8.4. >> CentOS 5.3 in a Linux-Vserver guest using PostgreSQL on another system. >> >> One user is having a problem pasting into a comment block with Safari. >> When he does a right click (three button mouse) he gets an error message >> window about browser security not allowing it. He must paste into that >> window and click OK to get it into comment block. >> >> This was not happening before the upgrade. >> >> Anyone have an idea as to why this is happening? Solution(s)? Where >> else to look? Thanks Kevin. > You're getting this error from the Rich Text editor because Safari > won't let it access the clipboard. > > Just paste using apple-V or disable the Rich Text editor from > preferences. > > RT2 didn't have a JS editing widget \\||/ Rod -- > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From brett at precisionmobile.net Thu Jul 9 16:35:52 2009 From: brett at precisionmobile.net (Brett Spedale) Date: Thu, 09 Jul 2009 15:35:52 -0500 Subject: [rt-users] How to search update/comment fields and link an asset if its mentioned? Message-ID: <1247171752.6261.18.camel@linux-g1xi.site> Hey guys, I'm using Request Tracker 3.8.4 and Asset Tracker 1.2.4 on a Debian Etch box. RTFM 2.4.2 is also installed. When a ticket is created/updated/resolved, I'm trying to search the contents of the ticket for an asset's hostname. If the hostname is mentioned in the ticket, then I'd like for a bidirectional link to automatically be created between the ticket and the asset. I've downloaded and installed the LinkTicketToAsset scrip, and it works great for what it was intended for -- whenever I enter an asset's hostname in the "Asset" custom field, it will create a bidirectional link between the asset and the ticket. However, I can't figure out how to modify it to search the entire contents of the ticket, or at least the comment/reply/resolve sections (the main text sections). Here is the custom condition of the LinkTicketToAsset scrip: my $trans = $self->TransactionObj->Type; my $new_value = $self->TransactionObj->NewValue; my $cf_id = $self->TransactionObj->Field; if ($trans ne 'CustomField') { return 0; } if (! $new_value) { return 0; } my $cf = new RT::CustomField($RT::SystemUser); my ($id,$msg) = $cf->Load($cf_id); if (!$id) { $RT::Logger->crit("Could not load CF: $msg"); return 0; } if ($cf->Name ne 'Asset') { return 0; } 1; Here is the cleanup code: my $new_value = $self->TransactionObj->NewValue; my $asset = RTx::AssetTracker::Asset->new($self->CurrentUser); my ($id,$msg) = $asset->Load($new_value); if (! $id) { $RT::Logger->crit("Could not load asset $new_value: $msg"); return 0; } ($id,$msg) = $self->TicketObj->AddLink(Type => 'RefersTo', Target => $asset->URI); if (! $id) { $RT::Logger->crit("Could not AddLink: $msg"); return 0; } 1; I'm brand new to Asset Tracker scrips so I'm having trouble understanding what I would need to change to get this scrip to work by searching the entire ticket instead of just the Asset custom field. I see where the Asset custom field is mentioned, but I'm not sure what to replace it with. Any help or recommendations on where to begin would be appreciated. Thanks! From todd at chaka.net Thu Jul 9 17:03:04 2009 From: todd at chaka.net (Todd Chapman) Date: Thu, 9 Jul 2009 17:03:04 -0400 Subject: [rt-users] How to search update/comment fields and link an asset if its mentioned? In-Reply-To: <1247171752.6261.18.camel@linux-g1xi.site> References: <1247171752.6261.18.camel@linux-g1xi.site> Message-ID: <519782dc0907091403w530915f4o362dd62d1c354ba@mail.gmail.com> Brett, I would look at the ExtractCustomFields extension to see how it search the ticket. However your job is much harder because you have to recognize all asset names, unless you require the asset be referred to with a specific format, could make it a bit easier. -Todd On Thu, Jul 9, 2009 at 4:35 PM, Brett Spedale wrote: > Hey guys, > > I'm using Request Tracker 3.8.4 and Asset Tracker 1.2.4 on a Debian Etch > box. RTFM 2.4.2 is also installed. > > When a ticket is created/updated/resolved, I'm trying to search the > contents of the ticket for an asset's hostname. If the hostname is > mentioned in the ticket, then I'd like for a bidirectional link to > automatically be created between the ticket and the asset. > > I've downloaded and installed the LinkTicketToAsset scrip, and it works > great for what it was intended for -- whenever I enter an asset's > hostname in the "Asset" custom field, it will create a bidirectional > link between the asset and the ticket. However, I can't figure out how > to modify it to search the entire contents of the ticket, or at least > the comment/reply/resolve sections (the main text sections). > > Here is the custom condition of the LinkTicketToAsset scrip: > > my $trans = $self->TransactionObj->Type; > my $new_value = $self->TransactionObj->NewValue; > my $cf_id = $self->TransactionObj->Field; > > if ($trans ne 'CustomField') { return 0; } > if (! $new_value) { return 0; } > my $cf = new RT::CustomField($RT::SystemUser); > my ($id,$msg) = $cf->Load($cf_id); > > if (!$id) { > ? $RT::Logger->crit("Could not load CF: $msg"); > ? return 0; > } > if ($cf->Name ne 'Asset') { return 0; } > > 1; > > > Here is the cleanup code: > > my $new_value = $self->TransactionObj->NewValue; > my $asset = RTx::AssetTracker::Asset->new($self->CurrentUser); > my ($id,$msg) = $asset->Load($new_value); > if (! $id) { > ? $RT::Logger->crit("Could not load asset $new_value: $msg"); > ? return 0; > } > ($id,$msg) = $self->TicketObj->AddLink(Type => 'RefersTo', Target => > $asset->URI); > if (! $id) { > ? $RT::Logger->crit("Could not AddLink: $msg"); > ? return 0; > } > 1; > > > I'm brand new to Asset Tracker scrips so I'm having trouble > understanding what I would need to change to get this scrip to work by > searching the entire ticket instead of just the Asset custom field. I > see where the Asset custom field is mentioned, but I'm not sure what to > replace it with. > > Any help or recommendations on where to begin would be appreciated. > > 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 collison.chris at hotmail.com Thu Jul 9 18:33:14 2009 From: collison.chris at hotmail.com (Chris Collison) Date: Thu, 9 Jul 2009 17:33:14 -0500 Subject: [rt-users] Setting Custom field on create Message-ID: What I'm trying to do: When a specific user, id=1101 sends a request to RT I want it to create the ticket as normal, but also set a custom field during the creations process, ie the Severity custom field. Tickets from this specific user, 1101, will always be assigned the same severity value of 3. The scrip to do this seems pretty simple. The custom field is a select type, and normally a user creates the ticket on RT webUI and just selects this from the list. Now we have requests being emailed and need to set the custom field during the creation process. I didn't create the custom field, but it looks like this: Select 1 value: 1 Urgent - blahblah 2 High - blahblah 3 Medium - blahblah 4 Low - blahblah blahblah being the description of each Custom Condition: ############################# my $transaction = $self->TransactionObj; my $ticket = $self->TicketObj; if (($transaction->Type eq 'Create') && ($ticket->Creator == 1101)) { return(1); } else { return(0); } ############################# Custom Action: ############################# $Ticket->FirstCustomFieldValue('Severity') = '3' ############################# This doesn't work. Also tried setting it as '3 Medium - blahblah'. It seems that this isn't the way to set the customfield. After reading some posts on here it appears I have to create a custom field by hand and set it somehow. Something like: my $cf = new RT::CustomField($RT::SystemUser); $cf = '3 Medium blahblah' #set a transaction object of type 'CustomField' to the value of $cf? Is this how I would go about doing it? Am I on the right track here? Any help would be appreciated! ~Chris _________________________________________________________________ Lauren found her dream laptop. Find the PC that?s right for you. http://www.microsoft.com/windows/choosepc/?ocid=ftp_val_wl_290 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jay at ecastnetwork.com Thu Jul 9 18:34:14 2009 From: jay at ecastnetwork.com (Jay Vlavianos) Date: Thu, 9 Jul 2009 15:34:14 -0700 Subject: [rt-users] RT [Transactions] failing after Fedora upgrade In-Reply-To: <4A563AFD.10800@ucrwcu.rwc.uc.edu> References: <4A559BAE.6040608@portaone.com> <4A563AFD.10800@ucrwcu.rwc.uc.edu> Message-ID: Ok, just to close this out (for the digest & history). I did a : yum remove perl-DBD-MySQL cpan && get DBD-mysql configure, make and makeinstall DBD-mysql from the /root/.cpan/build directory I had to skip the make test for some reason because it would hang... but RT is back up and running now. I will need to be very careful from now on with yum. Heretofore I have had no problems at all with yum, in fact I have used yum to upgrade my Fedora core to each new distro release with virtually no pain at all. Well, now I am a little gun-shy :) Thanks! -Jay -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Thursday, July 09, 2009 11:46 AM To: Jay Vlavianos Cc: Agnislav Onufrijchuk; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade Jay Vlavianos wrote: > Thanks for responding: > > Rpm -qa reports : perl-DBD-MySQL-4.005-8.fc9.i386 > I suspect you may need to rebuild DBD::mysql and/or DBI. This is why yum/rpm never touches perl on my systems. It never does anything GOOD, it only breaks things. Package management is fine if you never need to install anything any other way, but if you need to touch cpan even once, you're likely hosed after each update. > All tables in the rt3 database are InnoDB except sessions > > I don't have a my.cnf so mysql is loading with defaults, but since the > DB is InnoDB I would imagine that it is running? > > Thanks, > -Jay > > > -----Original Message----- > From: Agnislav Onufrijchuk [mailto:Agnislav.Onufrijchuk at portaone.com] > Sent: Thursday, July 09, 2009 12:27 AM > To: Jay Vlavianos > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade > > Jay Vlavianos wrote: > >> Transactions not supported by database at >> /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line >> > 1674. > > > What DBD::mysql version do you use? Do you have InnoDB engine enabled in > your > my.cnf ? > > > From gagel at cnc.bc.ca Thu Jul 9 18:54:03 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Thu, 09 Jul 2009 15:54:03 -0700 Subject: [rt-users] AdminCC Question/How to/Problem... Message-ID: <4a56750b.1328.f4c.4562@cnc.bc.ca> I'm having a little bit of trouble with the AdminCC failing to get created. I am using RT:Authen::ExternalAuth. Everything is well there I've verified that is working correctly. When I add/create and admincc for a user that has not logged into RT the user does not get created automatically. The web interface returns this error: "Could not find or create that user" I have confirmed (by adding debug lines to the LDAP.pm) that the user is found and returned. But in the User_Overlay.pm it fails to create the user because it cannot create the principleID. The error it prints to debug is: [crit]: Failed to create user XXXX at cnc.bc.ca: Could not set user info (/opt/rt3/bin/../lib/RT/User_Overlay.pm:511) Keep in mind this happens when I create or modify a ticket and add an email address to the AdminCC/CC field(s). In the case of creating a ticket the ticket is created, but just modifing the ticket fails to update the field. However if I add an address to the CC field - even though it still fails, when I comment on the ticket the cc'd address appears on the ticket. The AdminCC does not ever show up. So, it seems to me that I've missed a privilege somewhere that grants an outgoing email for CC/AdminCC to be created if they're not in the DB. How do I correct my config to allow the creation of an account for these two fields? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From brett at precisionmobile.net Thu Jul 9 22:20:01 2009 From: brett at precisionmobile.net (Brett Spedale) Date: Thu, 09 Jul 2009 21:20:01 -0500 Subject: [rt-users] How to search update/comment fields and link an asset if its mentioned? In-Reply-To: <519782dc0907091403w530915f4o362dd62d1c354ba@mail.gmail.com> References: <1247171752.6261.18.camel@linux-g1xi.site> <519782dc0907091403w530915f4o362dd62d1c354ba@mail.gmail.com> Message-ID: <1247192401.11052.4.camel@linux-g1xi.site> Todd (and others), Thanks, I'm looking through ExtractCustomFields and trying to figure out what's going on. I do have a very specific name format for the assets so it shouldn't be too bad. I've realized that I'm not going to be able to figure this out immediately. Are there any good resources for learning how to create complex scrips? Does the O'Reilly book on RT have any sections on this? Thanks again, Brett On Thu, 2009-07-09 at 17:03 -0400, Todd Chapman wrote: > Brett, > > I would look at the ExtractCustomFields extension to see how it search > the ticket. However your job is much harder because you have to > recognize all asset names, unless you require the asset be referred to > with a specific format, could make it a bit easier. > > -Todd > > On Thu, Jul 9, 2009 at 4:35 PM, Brett Spedale wrote: > > Hey guys, > > > > I'm using Request Tracker 3.8.4 and Asset Tracker 1.2.4 on a Debian Etch > > box. RTFM 2.4.2 is also installed. > > > > When a ticket is created/updated/resolved, I'm trying to search the > > contents of the ticket for an asset's hostname. If the hostname is > > mentioned in the ticket, then I'd like for a bidirectional link to > > automatically be created between the ticket and the asset. > > > > I've downloaded and installed the LinkTicketToAsset scrip, and it works > > great for what it was intended for -- whenever I enter an asset's > > hostname in the "Asset" custom field, it will create a bidirectional > > link between the asset and the ticket. However, I can't figure out how > > to modify it to search the entire contents of the ticket, or at least > > the comment/reply/resolve sections (the main text sections). > > > > Here is the custom condition of the LinkTicketToAsset scrip: > > > > my $trans = $self->TransactionObj->Type; > > my $new_value = $self->TransactionObj->NewValue; > > my $cf_id = $self->TransactionObj->Field; > > > > if ($trans ne 'CustomField') { return 0; } > > if (! $new_value) { return 0; } > > my $cf = new RT::CustomField($RT::SystemUser); > > my ($id,$msg) = $cf->Load($cf_id); > > > > if (!$id) { > > $RT::Logger->crit("Could not load CF: $msg"); > > return 0; > > } > > if ($cf->Name ne 'Asset') { return 0; } > > > > 1; > > > > > > Here is the cleanup code: > > > > my $new_value = $self->TransactionObj->NewValue; > > my $asset = RTx::AssetTracker::Asset->new($self->CurrentUser); > > my ($id,$msg) = $asset->Load($new_value); > > if (! $id) { > > $RT::Logger->crit("Could not load asset $new_value: $msg"); > > return 0; > > } > > ($id,$msg) = $self->TicketObj->AddLink(Type => 'RefersTo', Target => > > $asset->URI); > > if (! $id) { > > $RT::Logger->crit("Could not AddLink: $msg"); > > return 0; > > } > > 1; > > > > > > I'm brand new to Asset Tracker scrips so I'm having trouble > > understanding what I would need to change to get this scrip to work by > > searching the entire ticket instead of just the Asset custom field. I > > see where the Asset custom field is mentioned, but I'm not sure what to > > replace it with. > > > > Any help or recommendations on where to begin would be appreciated. > > > > 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 cgarcia at ific.uv.es Fri Jul 10 06:34:34 2009 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Fri, 10 Jul 2009 12:34:34 +0200 Subject: [rt-users] Viewing user profiles without modification rights? In-Reply-To: References: Message-ID: <4A57193A.4030605@ific.uv.es> You don't have to give the "AdminUsers" right. I think it is enough givinig the "Global" "ShowConfigTab" right for the users who can see others profile. Giving this right allows them to see the profile of others but not to modify them unless you also grant "AdminUser" or any other grant. On the other hand, giving this right also allows them to see almost any other configuration (but not modifying it unless you give additional rights, so be careful). Take care, Carlos Johnathan Bell wrote: > I thought there was some way for ticket responders to view the > information about the user who requested the ticket, specifically, the > user's profile. However, I can't see that anywhere. I know that I can > turn on the "AdminUsers" right, but I don't really want to give out > the ability to modify a user's profile, just view it. Is this > possible? What do I need to do? > > Thanks, > Johnathan > > -- > Johnathan Bell > Internet System Administrator, Baker College > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- _______ _______________________________________________________________ | __ __ | Carlos Garc?a Montoro Ingeniero Inform?tico |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Inform?ticos | [_] | Edificio Institutos de Investigaci?n cgarcia at ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |_______| Espa?a / Spain Fax: +34 963543488 -------------- next part -------------- A non-text attachment was scrubbed... Name: cgarcia.vcf Type: text/x-vcard Size: 441 bytes Desc: not available URL: From testwreq at gmail.com Fri Jul 10 08:39:22 2009 From: testwreq at gmail.com (testwreq wreq) Date: Fri, 10 Jul 2009 08:39:22 -0400 Subject: [rt-users] auto assign owner to queues Message-ID: Hello, I am new to the RT system. Can some one please tell me how should I default an owner to a queue? All the tickets were coming to the general queue when users submitted tickets using email to rt at domain.com. I created an email alias rt-web at domain.com with -queue as web. Now all the emailed tickets get generated in the web queue. I would like to know how I can default an owner to this queue? I wrote a simple scrip that assigns an owner to the web queue. But the problem is that RT generates a correspondence when the ticket is created with NOBODY as owner, and then it generates a second correspondence that it has assigned the ticket. I want to avoid the second communication. For this reason, I am wondering if there is a way that I can default an owner to a queue? brgds, wq -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Fri Jul 10 08:41:54 2009 From: testwreq at gmail.com (testwreq wreq) Date: Fri, 10 Jul 2009 08:41:54 -0400 Subject: [rt-users] owners and queues Message-ID: Hello, I am new to the RT system. Can some one please tell me how should I default an owner to a queue? All the tickets were coming to the general queue when users submitted tickets using email to rt at domain.com. I created an email alias rt-web at domain.com with --queue as web. Now all the emailed tickets get generated in the web queue. I would like to know how and if, I can default an owner to this queue? I wrote a simple scrip that assigns an owner to the web queue. But the problem is that RT generates a correspondence when the ticket is created with NOBODY as owner, and then it generates a second correspondence that it has assigned the ticket. I want to avoid the second communication. For this reason, I am wondering if there is a way that I can default an owner to a queue? brgds, wq -------------- next part -------------- An HTML attachment was scrubbed... URL: From diona at knowmad.com Fri Jul 10 10:41:17 2009 From: diona at knowmad.com (Diona Kidd) Date: Fri, 10 Jul 2009 10:41:17 -0400 Subject: [rt-users] /bin/rt script & permissions Message-ID: <860f763b0907100741x71faab1ame0de94a654093565@mail.gmail.com> I'm using calls to the /bin/rt script in a perl script to help automate the creation and attributes of queues for projects. I can make a queue, no problem using rt new -t queue set Name='$project_name' I need to assign AdminCC watchers and group permissions to the newly created queue. I've looked in the script, wiki, google and through the RT Essentials book. So far, I'm still unclear on how to do this. Can someone point me in a direction for a resource to clarify the process for me and/or verify that this can be done via this script? Alternatively, I realize I can use the API but I was hoping to learn more about the /bin/rt script and keep my code simple. Kind regards, Diona Kidd -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Fri Jul 10 11:31:33 2009 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 10 Jul 2009 08:31:33 -0700 Subject: [rt-users] auto assign owner to queues In-Reply-To: References: Message-ID: <4A575ED5.5000006@mail.sdsu.edu> testwreq wreq wrote: > Hello, I am new to the RT system. Can some one please tell me how should > I default an owner to a queue? > > All the tickets were coming to the general queue when users submitted > tickets using email to rt at domain.com . I created > an email alias rt-web at domain.com with -queue > as web. Now all the emailed tickets get generated in the web queue. I > would like to know how I can default an owner to this queue? > > I wrote a simple scrip that assigns an owner to the web queue. But the > problem is that RT generates a correspondence when the ticket is created > with NOBODY as owner, and then it generates a second correspondence that > it has assigned the ticket. I want to avoid the second communication. > For this reason, I am wondering if there is a way that I can default an > owner to a queue? This should work for you: 1. In your web queue, create a copy of the global notify template that the on-create scrip is using. Give it the same name as the global template. 2. Edit the new template and put a line of perl at the beginning that assigns the appropriate owner to the ticket without creating an ownership change transaction. Look on the wiki for an example that uses Set(Field=>'Owner',Value=>$owner,RecordTransaction=>0). Why this should work: Step 1 tells RT to use the web queue template instead of the global template (because they have the same name). Step 2 sets the ownerdhip of the ticket without creating a new transaction and sends out your notification. Using the RecordTransaction=>0 option of the Set() call instead of the SetOwner() call prevents the ownership-change scrip from firing and sending a second notification. Have fun with RT! Regards, Gene From kfcrocker at lbl.gov Fri Jul 10 11:52:29 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 10 Jul 2009 08:52:29 -0700 Subject: [rt-users] Setting Custom field on create In-Reply-To: References: Message-ID: <4A5763BD.2030102@lbl.gov> Chris, We do this all the time. Try this: ******************* Custom Condition ********************** return ($self->TransactionObj->Type eq "Create" && $self->TransactionObj->CreatorObj->Id(1101)); ******************* Custom Prep Code ********************* my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Severity"; my $cf_value = "3"; $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); ******************* Custom Cleanup Code ********************* return 1; Hope this helps. Kenn LBNL On 7/9/2009 3:33 PM, Chris Collison wrote: > What I'm trying to do: > > When a specific user, id=1101 sends a request to RT I want it to > create the ticket as normal, but also set a custom field during the > creations process, ie the Severity custom field. Tickets from this > specific user, 1101, will always be assigned the same severity value > of 3. The scrip to do this seems pretty simple. The custom field is a > select type, and normally a user creates the ticket on RT webUI and > just selects this from the list. Now we have requests being emailed > and need to set the custom field during the creation process. I > didn't create the custom field, but it looks like this: > > Select 1 value: > 1 Urgent - blahblah > 2 High - blahblah > 3 Medium - blahblah > 4 Low - blahblah > > blahblah being the description of each > Custom Condition: > ############################# > my $transaction = $self->TransactionObj; > my $ticket = $self->TicketObj; > > if (($transaction->Type eq 'Create') && > ($ticket->Creator == 1101)) > { > return(1); > } > else > { > return(0); > } > ############################# > > Custom Action: > ############################# > $Ticket->FirstCustomFieldValue('Severity') = '3' > > > ############################# > This doesn't work. Also tried setting it as '3 Medium - blahblah'. It > seems that this isn't the way to set the customfield. > > After reading some posts on here it appears I have to create a custom > field by hand and set it somehow. > > Something like: > > my $cf = new RT::CustomField($RT::SystemUser); > $cf = '3 Medium blahblah' > #set a transaction object of type 'CustomField' to the value of $cf? > > > Is this how I would go about doing it? Am I on the right track here? > Any help would be appreciated! > > > > > ~Chris > > > ------------------------------------------------------------------------ > Lauren found her dream laptop. Find the PC that?s right for you. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Fri Jul 10 11:54:55 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 10 Jul 2009 08:54:55 -0700 Subject: [rt-users] No recipients found for deferred delivery on transaction Message-ID: <4a57644f.1328.13a4.803@cnc.bc.ca> I'm having trouble tracking down why I keep getting this message in my debug log: No recipients found for deferred delivery on transaction This happens (I think) on every transaction that is recorded. I'm more concerned with the ticket created transaction. When I create a ticket I do get a message - so why is this line recorded in the log file? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From RSchaffer at TerpSys.com Fri Jul 10 11:40:18 2009 From: RSchaffer at TerpSys.com (Schaffer, Russell) Date: Fri, 10 Jul 2009 11:40:18 -0400 Subject: [rt-users] Customize spreadsheet output? In-Reply-To: <000901c9f4ba$47776070$d6662150$@com> References: <000901c9f4ba$47776070$d6662150$@com> Message-ID: <155CB6D2BE449445B618D8C5115F1BB801E8D5E55F@tsmail4> I have gone through and added extra columns to the spreadsheet by just updating /share/html/Search/Results.tsv. It took some testing to get the right fields down but it was a simple edit. This is what I currently have: my @attrs = qw( id QueueObj->Name Subject Status TimeEstimated TimeWorked TimeLeft Priority FinalPriority OwnerObj->Name OwnerObj->RealName Requestors->UserMembersObj->First->RealName Requestors->UserMembersObj->First->Organization Requestors->UserMembersObj->First->Address1 Requestors->MemberEmailAddressesAsString Cc->MemberEmailAddressesAsString AdminCc->MemberEmailAddressesAsString DueObj->ISO ToldObj->ISO CreatedObj->ISO ResolvedObj->ISO LastUpdatedObj->ISO); From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of sme at i-tracing.com Sent: Wednesday, June 24, 2009 6:55 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Customize spreadsheet output? Hello, I want to use the spreadsheet export with the same columns as those displayed in the query web result. The solution described here (http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields) is not working with RT 3.8.* Does someone have already done a working patch for RT 3.8 ? Thanks ****************************************************************** PLEASE NOTE: This e-mail and any attachments hereto are confidential, and may contain proprietary, privileged or legally protected information. If you are not the intended recipient, please delete this email and all attachments without making copies and notify the sender by telephone or e-mail. E-mail transmissions are inherently subject to disruption, corruption, late or incomplete delivery, and viruses. The sender does not accept responsibility for any errors, omissions or other consequences resulting from the transmission of this e-mail. This notice applies to all TerpSys e-mails and attachments appearing in all e-mail strings containing the message to which this notice is appended. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Fri Jul 10 12:12:19 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 10 Jul 2009 09:12:19 -0700 Subject: [rt-users] What permission are needed to make unprivaliged user and admincc? Message-ID: <4a576863.1328.ae0.42a5@cnc.bc.ca> What permissions are need to allow an unprivileged user and admincc? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Jul 10 12:23:18 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 10 Jul 2009 09:23:18 -0700 Subject: [rt-users] What permission are needed to make unprivaliged user and admincc? In-Reply-To: <4a576863.1328.ae0.42a5@cnc.bc.ca> References: <4a576863.1328.ae0.42a5@cnc.bc.ca> Message-ID: <4A576AF6.8000707@lbl.gov> Kevin, I'm not completely sure, but I think that the AdminCc (as a "role") would require certain ACL records, which means it is a role that is "privileged". So, by definition, an "unprivileged" user cannot be an AdminCc. That's just my theory. However, a Requestor is also a "role" and when an unprivileged user sends in a ticket via Email, he becomes the requestor on the ticket so, maybe I'm full of it. Maybe there is a configuration setting that allows a NEW user to be added as a privileged user. So, my thinking is that you should persue the answer as a configuration setting. Hope this helps some. Kenn LBNL On 7/10/2009 9:12 AM, Kevin Gagel wrote: > What permissions are need to allow an unprivileged user and admincc? > > > Kevin W. Gagel > Network Administrator > Local 5448 > My blog: > http://mail.cnc.bc.ca/blogs/gagel > My shared files: > http://mail.cnc.bc.ca/users/gagel > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Kendric.Beachey at garmin.com Fri Jul 10 12:34:36 2009 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Fri, 10 Jul 2009 11:34:36 -0500 Subject: [rt-users] "Read-Only" global switch? Message-ID: I'm about to (finally) migrate our 2.0.11 installation to 3.6.5 and would like to have the 2.0.11 installation stay up for a few months or so in a read-only capacity. Is there (or was there as early as 2.0.11) an easy way to make RT be read-only in a global sense? I mean, I can run through all the group/user permissions and turn off anything that constitutes an update. But if there's an easy way to make it read-only on a system-wide level, that'd be preferable. Thanks... -- Kendric Beachey -------------------------------------------------------------------------- This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation. From jscales at haverford.edu Fri Jul 10 15:32:14 2009 From: jscales at haverford.edu (Jennifer Scales) Date: Fri, 10 Jul 2009 12:32:14 -0700 Subject: [rt-users] Custom Field ordering Problem Message-ID: <2724FD2D8A52834DA7397590B2F2F6AB40557A3EF8@EXVMBX018-1.exch018.msoutlookonline.net> Hey all, I'm having a problem with the ordering of custom fields on the "Create a new ticket" page, and I'm hoping someone can point me in the right direction. The order in which the custom fields display on the 'Create Ticket' page bears no actual relationship to the ordering set with the web-based admin tools. I verified the SortOrder directly in the DB, and this matches what I see on the admin config page. I then did some digging in the source code and traced it to the /Ticket/Elements/EditCustomFields code and the 'iterator'-like calls to the $CustomFields->Next function. Seeing that, I tried re-calling the OrderByCols function of the CustomFields collection in the %INIT block of the EditCustomFields like so: $CustomFields->OrderByCols( { ALIAS => 'main', FIELD => 'SortOrder', ORDER => 'ASC' } ); Still no dice - the Next iterator is ignoring the SortOrder for no reason I can fathom, and trying to make a coherent layout is nigh impossible. Has anyone else seen this, or can suggest a solution or workaround? FWIW, I'm using RT 3.8.2. Thanks in advance, Jennifer Scales Help Desk/Public Lab Coordinator College Information Resources Haverford College jscales at haverford.edu (610) 896-1373 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jscales at haverford.edu Fri Jul 10 15:37:03 2009 From: jscales at haverford.edu (Jennifer Scales) Date: Fri, 10 Jul 2009 12:37:03 -0700 Subject: [rt-users] Custom Field ordering problem Message-ID: <2724FD2D8A52834DA7397590B2F2F6AB40557A3F04@EXVMBX018-1.exch018.msoutlookonline.net> Hey all, I'm having a problem with the ordering of custom fields on the "Create a new ticket" page, and I'm hoping someone can point me in the right direction. The order in which the custom fields display on the 'Create Ticket' page bears no actual relationship to the ordering set with the web-based admin tools. I verified the SortOrder directly in the DB, and this matches what I see on the admin config page. I then did some digging in the source code and traced it to the /Ticket/Elements/EditCustomFields code and the 'iterator'-like calls to the $CustomFields->Next function. Seeing that, I tried re-calling the OrderByCols function of the CustomFields collection in the %INIT block of the EditCustomFields like so: $CustomFields->OrderByCols( { ALIAS => 'main', FIELD => 'SortOrder', ORDER => 'ASC' } ); Still no dice - the Next iterator is ignoring the SortOrder for no reason I can fathom, and trying to make a coherent layout is nigh impossible. Has anyone else seen this, or can suggest a solution or workaround? FWIW, I'm using RT 3.8.2. Thanks in advance, Jennifer Scales Help Desk/Public Lab Coordinator College Information Resources Haverford College jscales at haverford.edu (610) 896-1373 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Jul 10 15:59:26 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 10 Jul 2009 12:59:26 -0700 Subject: [rt-users] Custom Field ordering problem In-Reply-To: <2724FD2D8A52834DA7397590B2F2F6AB40557A3F04@EXVMBX018-1.exch018.msoutlookonline.net> References: <2724FD2D8A52834DA7397590B2F2F6AB40557A3F04@EXVMBX018-1.exch018.msoutlookonline.net> Message-ID: <4A579D9E.3060500@lbl.gov> Jennifer, I had the same problem and we're on 3.6.4. I don't know if this happens to later versions. I would order the Custom Fields, moving them up and down, and yet, when going to create a ticket, nada. I cleared cache and re-booted, nada. Then I went to Config->Queues->CustomFields and un-applied them all and then re-applied them (one at a time) in the sequence I wanted and that worked. I'm not sure if there is another way to do it, but that worked for me. This worked for the "Queue-level" CF's. The Global ones seem to go first and I only had one of those, so that was OK for me. Hope this helps. Kenn LBNL On 7/10/2009 12:37 PM, Jennifer Scales wrote: > > Hey all, > > > > I'm having a problem with the ordering of custom fields on the "Create > a new ticket" page, and I'm hoping someone can point me in the right > direction. > > > > The order in which the custom fields display on the 'Create Ticket' > page bears no actual relationship to the ordering set with the > web-based admin tools. > > > > I verified the SortOrder directly in the DB, and this matches what I > see on the admin config page. > > > > I then did some digging in the source code and traced it to the > /Ticket/Elements/EditCustomFields code and the 'iterator'-like calls > to the $CustomFields->Next function. Seeing that, I tried re-calling > the OrderByCols function of the CustomFields collection in the %INIT > block of the EditCustomFields like so: > > > > > > $CustomFields->OrderByCols( > > { ALIAS => 'main', > > FIELD => 'SortOrder', > > ORDER => 'ASC' } > > ); > > > > Still no dice - the Next iterator is ignoring the SortOrder for no > reason I can fathom, and trying to make a coherent layout is nigh > impossible. > > > > Has anyone else seen this, or can suggest a solution or workaround? > > FWIW, I'm using RT 3.8.2. > > > > Thanks in advance, > > > > Jennifer Scales > > Help Desk/Public Lab Coordinator > > College Information Resources > > Haverford College > > jscales at haverford.edu > > (610) 896-1373 > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Fri Jul 10 17:31:45 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 10 Jul 2009 14:31:45 -0700 Subject: [rt-users] (no subject) Message-ID: <4a57b341.1328.11b8.57da@cnc.bc.ca> How do I resolve this: [debug]: /autohandler calls old style callback, use $m->callback (/opt/rt3/share/html/Elements/Callback:51) I recently switched from RT::Authen-ExternalAuth to using LDAPSMB1.2_RT3 and now my log file is registering that line frequently. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Jul 10 17:33:04 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 10 Jul 2009 17:33:04 -0400 Subject: [rt-users] (no subject) In-Reply-To: <4a57b341.1328.11b8.57da@cnc.bc.ca> References: <4a57b341.1328.11b8.57da@cnc.bc.ca> Message-ID: <20090710213304.GL20211@bestpractical.com> On Fri, Jul 10, 2009 at 02:31:45PM -0700, Kevin Gagel wrote: > How do I resolve this: > [debug]: /autohandler calls old style callback, use $m->callback (/opt/rt3/share/html/Elements/Callback:51) > > I recently switched from RT::Authen-ExternalAuth to using LDAPSMB1.2_RT3 and now my log file is registering that line frequently. > > Perhaps you should consider turning your log level from debug to warning, error or info? From gagel at cnc.bc.ca Fri Jul 10 17:34:54 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 10 Jul 2009 14:34:54 -0700 Subject: [rt-users] Autohandler error Message-ID: <4a57b3fe.1328.788.74fc@cnc.bc.ca> --- Original message --- On Fri, Jul 10, 2009 at 02:31:45PM -0700, Kevin Gagel wrote: > How do I resolve this: > [debug]: /autohandler calls old style callback, use $m->callback (/opt/rt3/share/html/Elements/Callback:51) > > I recently switched from RT::Authen-ExternalAuth to using LDAPSMB1.2_RT3 and now my log file is registering that line frequently. > > >Perhaps you should consider turning your log level from debug to >warning, error or info? Once I'm finished debugging I will. Isn't this an error that I should be concerned about? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From Hossein.Rafighi at triumf.ca Fri Jul 10 17:38:04 2009 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Fri, 10 Jul 2009 14:38:04 -0700 Subject: [rt-users] RTFM rights Question In-Reply-To: <20090708190715.GB34645@jibsheet.com> References: <4A4E3C47.1090909@billmail.scconsult.com> <4A4E4107.5020401@triumf.ca> <5AD0BDE3-1B4B-4ABE-8849-F5EC4364BB30@bestpractical.com> <4A526CB7.90501@triumf.ca> <4A5275BA.7070505@triumf.ca> <20090708135151.GA842@jibsheet.com> <4A54D065.7090006@triumf.ca> <20090708190715.GB34645@jibsheet.com> Message-ID: <4A57B4BC.6040705@triumf.ca> Many thanks. I did as per your suggestion. All worked okay yesterday. But today, when I search for Articles I receive: "Error loading "http://abcd.ca":Moved Permanently. Any Ideas? Hossein Kevin Falcone wrote: > On Wed, Jul 08, 2009 at 09:59:17AM -0700, Hossein Rafighi wrote: > >> If an unprivileged user does a search for articles they can find them, >> but those articles don't show the "Referred to by" links, and therefore >> these users can't see the body/contents of articles. Privileged users >> can see the "Referred to by" and can click on the link and read the >> contents. Do I make sense? >> > > I think this is a terminology problem. > Links are not Content > Links are either automatically generated to tickets > that used the RTFM Article or to other things that you've > manually linked. > > The Content of an Article is stored in Custom Fields > which in the Self Service UI are displayed below the > Name and the Summary. > > If you need to see Links in SelfService, you'll have to > follow the directions from my previous mail and either > overlay Article/Display.html or create a callback > and use that (and send a patch to have the callback > make it into core) > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From jesse at bestpractical.com Fri Jul 10 17:41:26 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 10 Jul 2009 17:41:26 -0400 Subject: [rt-users] Autohandler error In-Reply-To: <4a57b3fe.1328.788.74fc@cnc.bc.ca> References: <4a57b3fe.1328.788.74fc@cnc.bc.ca> Message-ID: <20090710214126.GM20211@bestpractical.com> On Fri, Jul 10, 2009 at 02:34:54PM -0700, Kevin Gagel wrote: > > [debug]: /autohandler calls old style callback, use $m->callback (/opt/rt3/share/html/Elements/Callback:51) > > > > >Perhaps you should consider turning your log level from debug to > >warning, error or info? > > Once I'm finished debugging I will. Isn't this an error that I should be concerned about? > Nope. That's why it's a debug level message rather than an error-level one ;) Best, Jesse From gagel at cnc.bc.ca Fri Jul 10 17:43:29 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 10 Jul 2009 14:43:29 -0700 Subject: [rt-users] Autohandler error Message-ID: <4a57b601.1328.12fc.544a@cnc.bc.ca> Jesse, OK thanks I'll ignore it. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: Re: [rt-users] Autohandler error From: Jesse Vincent To: Kevin Gagel Cc: RT Users Date: 10/07/2009 2:41 PM On Fri, Jul 10, 2009 at 02:34:54PM -0700, Kevin Gagel wrote: > > [debug]: /autohandler calls old style callback, use $m->callback (/opt/rt3/share/html/Elements/Callback:51) > > > > >Perhaps you should consider turning your log level from debug to > >warning, error or info? > > Once I'm finished debugging I will. Isn't this an error that I should be concerned about? > Nope. That's why it's a debug level message rather than an error-level one ;) Best, Jesse -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Fri Jul 10 17:46:15 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 10 Jul 2009 14:46:15 -0700 Subject: [rt-users] Undefined subroutine &RT::EmailParser::ParseAddressFromHeader... Message-ID: <4a57b6a7.1328.710.911@cnc.bc.ca> I am using LDAPSMB1.2_RT3. When I add email address for the AdminCC of someone that has not logged into RT yet I get the following error: Undefined subroutine eRT::EmailParser::ParseAddressFromHeader called at /opt/rt3/bin/../local/lib/RT/User_Local.pm line 272. What do I have to do to correct this? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Fri Jul 10 18:25:03 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 10 Jul 2009 15:25:03 -0700 Subject: [rt-users] Undefined subroutine&RT::EmailParser::ParseAddressFromHeader... Message-ID: <4a57bfbf.1328.1238.50bf@cnc.bc.ca> It seems this is happening when a new ticket is created and the owner is set to an existing user as well. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: [rt-users] Undefined subroutinecRT::EmailParser::ParseAddressFromHeader... From: Kevin Gagel To: RT Users Date: 10/07/2009 2:47 PM I am using LDAPSMB1.2_RT3. When I add email address for the AdminCC of someone that has not logged into RT yet I get the following error: Undefined subroutine eRT::EmailParser::ParseAddressFromHeader called at /opt/rt3/bin/../local/lib/RT/User_Local.pm line 272. What do I have to do to correct this? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sat Jul 11 12:47:38 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 11 Jul 2009 12:47:38 -0400 Subject: [rt-users] Precedence bulk Message-ID: Hi When I send an comment and CC a mailing list, the users in mailing list do not receive the comment. Is there a way not to put `Precendence: bulk' for comments made by a ticket owner? Here is an snippet from the qmail log and systems at example.net is a mailing list (using ezmlm) 2009-07-11 15:43:10.056011500 new msg 403693 2009-07-11 15:43:10.056017500 info msg 403693: bytes 3175 from qp 10275 uid 7801 2009-07-11 15:43:10.098004500 starting delivery 3453258: msg 403693 to local systems at example.net 2009-07-11 15:43:10.098057500 status: local 1/50 remote 0/300 2009-07-11 15:43:10.149047500 delivery 3453258: success: Precedence:_junk_-_message_ignored/did_0+0+1/ 2009-07-11 15:43:10.149572500 status: local 0/50 remote 0/300 2009-07-11 15:43:10.150401500 end msg 403693 -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From vadud3 at gmail.com Sat Jul 11 13:23:18 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 11 Jul 2009 13:23:18 -0400 Subject: [rt-users] Precedence bulk In-Reply-To: References: Message-ID: On Sat, Jul 11, 2009 at 12:47 PM, Asif Iqbal wrote: > Hi > > When I send an comment and CC a mailing list, the users in mailing > list do not receive the comment. > > Is there a way not to put ?`Precendence: bulk' for comments made by a > ticket owner? Is commenting the following line the only option? # grep Precedence /opt/rt3/lib/RT/Action/SendEmail.pm $self->SetHeader( 'Precedence', "bulk" ) unless ( $self->TemplateObj->MIMEObj->head->get("Precedence") ); > > Here is an snippet from the qmail log and systems at example.net is a > mailing list (using ezmlm) > > 2009-07-11 15:43:10.056011500 new msg 403693 > 2009-07-11 15:43:10.056017500 info msg 403693: bytes 3175 from > qp 10275 uid 7801 > 2009-07-11 15:43:10.098004500 starting delivery 3453258: msg 403693 to > local systems at example.net > 2009-07-11 15:43:10.098057500 status: local 1/50 remote 0/300 > 2009-07-11 15:43:10.149047500 delivery 3453258: success: > Precedence:_junk_-_message_ignored/did_0+0+1/ > 2009-07-11 15:43:10.149572500 status: local 0/50 remote 0/300 > 2009-07-11 15:43:10.150401500 end msg 403693 > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From ktm at rice.edu Sat Jul 11 13:37:06 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Sat, 11 Jul 2009 12:37:06 -0500 Subject: [rt-users] Precedence bulk In-Reply-To: References: Message-ID: <20090711173706.GB2043@it.is.rice.edu> Dear Mr. Iqbal, It is a horrible idea to not use the "precedence: bulk" header in mail generated by a program. It can trigger many problems (read system DoS) from other auto-responders such as vacation and other filters. I think that qmail supports "+" addressing so what about having qmail strip the "precedence: bulk" header when a message is sent to xxx+notbulk at yyy. Then you could at least avoid putting such behavior in RT proper. Having been witness to such changes in the past and the inevitable fallout and needed reparation, I would discourage this change. Another option would be to use a group in RT and cc it. I think there is a recipe for that in the wiki. Regards and good luck. Ken On Sat, Jul 11, 2009 at 01:23:18PM -0400, Asif Iqbal wrote: > On Sat, Jul 11, 2009 at 12:47 PM, Asif Iqbal wrote: > > Hi > > > > When I send an comment and CC a mailing list, the users in mailing > > list do not receive the comment. > > > > Is there a way not to put ?`Precendence: bulk' for comments made by a > > ticket owner? > > Is commenting the following line the only option? > > # grep Precedence /opt/rt3/lib/RT/Action/SendEmail.pm > > $self->SetHeader( 'Precedence', "bulk" ) > unless ( $self->TemplateObj->MIMEObj->head->get("Precedence") ); > > > > > Here is an snippet from the qmail log and systems at example.net is a > > mailing list (using ezmlm) > > > > 2009-07-11 15:43:10.056011500 new msg 403693 > > 2009-07-11 15:43:10.056017500 info msg 403693: bytes 3175 from > > qp 10275 uid 7801 > > 2009-07-11 15:43:10.098004500 starting delivery 3453258: msg 403693 to > > local systems at example.net > > 2009-07-11 15:43:10.098057500 status: local 1/50 remote 0/300 > > 2009-07-11 15:43:10.149047500 delivery 3453258: success: > > Precedence:_junk_-_message_ignored/did_0+0+1/ > > 2009-07-11 15:43:10.149572500 status: local 0/50 remote 0/300 > > 2009-07-11 15:43:10.150401500 end msg 403693 > > > > > > -- > > Asif Iqbal > > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > A: Because it messes up the order in which people normally read text. > > Q: Why is top-posting such a bad thing? > > > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jpierce at cambridgeenergyalliance.org Sat Jul 11 14:55:03 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 11 Jul 2009 14:55:03 -0400 Subject: [rt-users] Precedence bulk In-Reply-To: <20090711173706.GB2043@it.is.rice.edu> References: <20090711173706.GB2043@it.is.rice.edu> Message-ID: >Is there a way not to put `Precendence: bulk' for comments made by a ticket owner? >Is commenting the following line the only option? You can override the header without modifying the code base by supplying an alternate value in your template. > It is a horrible idea to not use the "precedence: bulk" header > in mail generated by a program. It can trigger many problems It causes problems either way. It's not an RFC header, and its treatment varies widely. For instance, some poorly designed systems take it to be equivalent to SPAM. For this reason we use Precedence: auto-response in our templates. From vadud3 at gmail.com Sat Jul 11 15:16:53 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 11 Jul 2009 15:16:53 -0400 Subject: [rt-users] Precedence bulk In-Reply-To: References: <20090711173706.GB2043@it.is.rice.edu> Message-ID: On Sat, Jul 11, 2009 at 2:55 PM, Jerrad Pierce wrote: >>Is there a way not to put ?`Precendence: bulk' for comments made by a ticket owner? >>Is commenting the following line the only option? > You can override the header without modifying the code base by > supplying an alternate value in your template. > >> It is a horrible idea to not use the "precedence: bulk" header >> in mail generated by a program. It can trigger many problems > It causes problems either way. It's not an RFC header, and > its treatment varies widely. For instance, some poorly designed > systems take it to be equivalent to SPAM. > > For this reason we use Precedence: auto-response in our templates. So just modify the correspondence template (I use it for comment and correspondence) like this? RT-Attach-Message: yes Precedence: auto-reponse {$Transaction->Content()} Like above? > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From jpierce at cambridgeenergyalliance.org Sat Jul 11 16:29:10 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 11 Jul 2009 16:29:10 -0400 Subject: [rt-users] Precedence bulk In-Reply-To: References: <20090711173706.GB2043@it.is.rice.edu> Message-ID: > So just modify the correspondence template (I use it for comment and > correspondence) > like this? > > RT-Attach-Message: yes > > Precedence: auto-reponse > {$Transaction->Content()} No, it's a header, so it goes before the blank line. Note that auto-response has no particular meaning, but was a random value I chose as an alternative to the inaccurate "bulk" From vadud3 at gmail.com Sat Jul 11 16:59:04 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 11 Jul 2009 16:59:04 -0400 Subject: [rt-users] SOLVED Re: Precedence bulk Message-ID: On Sat, Jul 11, 2009 at 4:29 PM, Jerrad Pierce wrote: >> So just modify the correspondence template (I use it for comment and >> correspondence) >> like this? >> >> RT-Attach-Message: yes >> >> Precedence: auto-reponse >> {$Transaction->Content()} > > No, it's a header, so it goes before the blank line. thanks > > Note that auto-response has no particular meaning, > but was a random value I chose as an alternative to the inaccurate "bulk" yep, I fig that. thanks thanks for your help > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From Agnislav.Onufrijchuk at portaone.com Mon Jul 13 02:06:09 2009 From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk) Date: Mon, 13 Jul 2009 09:06:09 +0300 Subject: [rt-users] "Read-Only" global switch? In-Reply-To: References: Message-ID: <4A5ACED1.1080108@portaone.com> Beachey, Kendric wrote: > I'm about to (finally) migrate our 2.0.11 installation to 3.6.5 and > would like to have the 2.0.11 installation stay up for a few months or > so in a read-only capacity. > > Is there (or was there as early as 2.0.11) an easy way to make RT be > read-only in a global sense? I mean, I can run through all the > group/user permissions and turn off anything that constitutes an update. > But if there's an easy way to make it read-only on a system-wide level, > that'd be preferable. > I've done the same on rt 3.4.4 with granting rt_user mysql user only SELECT right for rt3 db for all tables except sessions. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center From hamon.erwan at free.fr Mon Jul 13 02:28:24 2009 From: hamon.erwan at free.fr (Erwan HAMON) Date: Mon, 13 Jul 2009 08:28:24 +0200 Subject: [rt-users] RT3 new install and customisations. Message-ID: <200907130828.24381.hamon.erwan@free.fr> Hello all, This is my first post on this list. I am installing RT3 at a small software company as part of an intership to get an engineering degree. Some RT3 customisations I did might be useful to others from what I read at a quick glance in this list archives. - Extensive rework to LDAPImport (version 0.04) so as to: + Share LDAP parameters with RT-Authen-ExternalAuth-0.08 + Synchronise in almost real time RT3 users with LDAP by reading LDIF files in a cron job. + Allow RT3 custom fields to be fed from LDAP as well. + Add users to RT3 groups acording to two mechanisms (LDAP attribute and LDAP search base) - One scrip to add as CC to new tickets members of the same groups as the requestor. (Many users for one client account) - Plus a few cosmetic or localisation improvements at RTx::EmailCompletion and "show status in color". My code still needs some clean-up as I am new to Perl and I haven't looked at how to package it. I guess I will publish the scrip on best-practical's wiki, but how should I proceed to have patches and rewrite published or merged with existing extensions? Regards, -- Erwan HAMON - http://hamon.erwan.free.fr/ From hamon.erwan at free.fr Mon Jul 13 02:29:22 2009 From: hamon.erwan at free.fr (Erwan HAMON) Date: Mon, 13 Jul 2009 08:29:22 +0200 Subject: [rt-users] Scrip email template translation? Message-ID: <200907130829.22789.hamon.erwan@free.fr> Hi, I can't get emails sent by RT3's srips to be translated in my local language. - Is there a mecanism for holding various translations in table "Templates"? Are fields "Language" and "TranslationOf" used at all? - Is there a need to translate all global templates on each new localized RT3 install? - I notice that many strings found in RT3's sent emails are translated in I18N/fr.po but not in those mails. (eg: msgid "This transaction appears to have no content"). Did I miss a configuration option somewhere? Regards, -- Erwan HAMON - http://hamon.erwan.free.fr/ From s.brot at tvtservices.ch Mon Jul 13 05:27:18 2009 From: s.brot at tvtservices.ch (=?iso-8859-1?Q?Brot_St=E9phane?=) Date: Mon, 13 Jul 2009 11:27:18 +0200 Subject: [rt-users] Customers integration Message-ID: <5CBD436CECE11043A6B2BF46F77A8038C664EF@sie1.siesa.local> Hi all, I work at a small cable operator, about 20000 TV and 4000 internet customers. As the support team is growing, the need for a trouble ticket system is rising. >From what I have seen in the ML archives, the customer info may be implemented in 2 ways : 1. As a RT user and as requestor of the ticket 2. As Custom Fields of the ticket For now, I would go for 1 as this is how it works when submitting tickets by mail. As support team member, when a customer calls, I want to be able to quickly open a ticket from the RT web interface. There should be a search page to fill in the requestor field, being able to search by name, street address, customer number,... Is it possible to extend RT that much ? How hard ? How do you use RT for the support of thousands of end users ? Regards, St?phane From hamon.erwan at free.fr Mon Jul 13 06:02:17 2009 From: hamon.erwan at free.fr (Erwan HAMON) Date: Mon, 13 Jul 2009 12:02:17 +0200 Subject: [rt-users] Customers integration In-Reply-To: <5CBD436CECE11043A6B2BF46F77A8038C664EF@sie1.siesa.local> References: <5CBD436CECE11043A6B2BF46F77A8038C664EF@sie1.siesa.local> Message-ID: <20090713120217.qqznrd8uo8cogogw@imp4.free.fr> Quoting Brot St?phane on Mon, 13 Jul 2009 11:27:18 +0200: > > As support team member, when a customer calls, I want to be able to > quickly open a ticket from the RT web interface. There should be a > search page to fill in the requestor field, being able to search by > name, street address, customer number,... > > Is it possible to extend RT that much ? How hard ? I have installed RTx::EmailCompletion to display a drop-down and match against name as RT3's Real Name and customer number as RT3's Username. You could add some location fields to $EmailCompletionSearchFields but they would not be displayed in the drop-down without further code customisation. > How do you use RT for the support of thousands of end users ? Can't answer that one. Regards, -- Erwan HAMON - http://hamon.erwan.free.fr/ From nimbius at SDF.LONESTAR.ORG Mon Jul 13 08:05:23 2009 From: nimbius at SDF.LONESTAR.ORG (Nimbius) Date: Mon, 13 Jul 2009 12:05:23 +0000 (UTC) Subject: [rt-users] rt 3.4.5-3.8.4 no child tix or links Message-ID: hey all, just finished upgrading from RT 3.4.5 to RT 3.8.4 and ive noticed the child ticket links and dependencies in tickets are gone. any suggestions? nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From rmp.dmd1229 at gmail.com Mon Jul 13 11:35:17 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Mon, 13 Jul 2009 11:35:17 -0400 Subject: [rt-users] Monthly Tasks Message-ID: <61d255bb0907130835y5a687fc8i286fd0840044b52e@mail.gmail.com> Hi, We have recurring tasks (monthly and quarterly) like patch update or run scan vulnerability that I would like to set to create ticket on a certain time. Here's I would like to do: I create a new ticket "run scan vulnerability on server X". After running, I will close this ticket. On next month, this ticket automatically will be re-opend (or a new one generated). I'm thinking of using RT Reminders. I've checked it but the scrips that I saw, use reminders to send open tickets that are due over a period of time. Does anyone was able to do this and any scrips that I can check? Thanks! Roehl -------------- next part -------------- An HTML attachment was scrubbed... URL: From victor.da.fonseca at fr.schindler.com Mon Jul 13 12:23:12 2009 From: victor.da.fonseca at fr.schindler.com (victor.da.fonseca at fr.schindler.com) Date: Mon, 13 Jul 2009 18:23:12 +0200 Subject: [rt-users] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e). Message-ID: I will be out of the office starting Sat 11/07/2009 and will not return until Wed 15/07/2009. ***************************************** Nota : Les informations contenues dans ce message sont exclusivement destinées aux personnes nommées ci-dessus et peuvent contenir des données confidentielles ou protégées. Une erreur de transmission n'entraîne aucune renonciation à la confidentialité de ces données. Si vous n'êtes pas le destinataire prévu de ce message, vous êtes informés que vous ne devez pas l'utiliser, le divulguer ou le copier, sous quelque forme que ce soit. Si vous avez reçu ce courrier électronique par erreur, merci de le supprimer ainsi que ses éventuelles copies et d'informer immédiatement l'expéditeur.
Notice : The information contained in this message is intended only foruse of the individual(s) named above and may contain confidential,proprietary or legally privileged information. No confidentiality or privilege is waived or lost by any mistransmission. If you are not the intended recipient of this message you are hereby notified that you must not use, disseminate, copy it in any form or take any action in reliance of it. If you have received this message in error please delete it and any copies of it and notify the sender immediately. ********************************************** From Kendric.Beachey at garmin.com Mon Jul 13 13:34:10 2009 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Mon, 13 Jul 2009 12:34:10 -0500 Subject: [rt-users] "Read-Only" global switch? In-Reply-To: <4A5ACED1.1080108@portaone.com> References: <4A5ACED1.1080108@portaone.com> Message-ID: Thanks, that was what we ended up doing. (Although this was for RT 2.0.11, which didn't have a sessions table...so the whole database is read-only.) -- Kendric -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Agnislav Onufrijchuk Sent: Monday, July 13, 2009 1:06 AM To: Beachey, Kendric Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] "Read-Only" global switch? Beachey, Kendric wrote: > I'm about to (finally) migrate our 2.0.11 installation to 3.6.5 and > would like to have the 2.0.11 installation stay up for a few months or > so in a read-only capacity. > > Is there (or was there as early as 2.0.11) an easy way to make RT be > read-only in a global sense? I mean, I can run through all the > group/user permissions and turn off anything that constitutes an update. > But if there's an easy way to make it read-only on a system-wide level, > that'd be preferable. > I've done the same on rt 3.4.4 with granting rt_user mysql user only SELECT right for rt3 db for all tables except sessions. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------------------------------------------------------------------- This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation. From nimbius at SDF.LONESTAR.ORG Mon Jul 13 15:15:14 2009 From: nimbius at SDF.LONESTAR.ORG (Nimbius) Date: Mon, 13 Jul 2009 19:15:14 +0000 (UTC) Subject: [rt-users] rt 3.4.5-3.8.4 no child tix or links In-Reply-To: References: Message-ID: nevermind, investigation into the links table indicated i had imported the DB as one rt name, and begun using it as another. the rt name is used in link params. On Mon, 13 Jul 2009, Nimbius wrote: > Date: Mon, 13 Jul 2009 12:05:23 +0000 (UTC) > From: Nimbius > To: rt-users at lists.bestpractical.com > Subject: [rt-users] rt 3.4.5-3.8.4 no child tix or links > > hey all, > just finished upgrading from RT 3.4.5 to RT 3.8.4 and ive noticed the > child ticket links and dependencies in tickets are gone. any suggestions? > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From rmp.dmd1229 at gmail.com Mon Jul 13 15:59:03 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Mon, 13 Jul 2009 15:59:03 -0400 Subject: [rt-users] Merge tickets with the Same Subject Message-ID: <61d255bb0907131259n66dfccbflab44e72a41b63b1f@mail.gmail.com> Thank you for all the help and I was able to implement scrips (ie AutoClose on Nagios recovery, filter messages based on Subject) which at first I thought was extremenly hard to set-up. I have a new requirement which is to merge with the same subject. -existing ticket: Subject: syslog firewall ticket ID: 2565 when a new request with the same subject: syslog firewall, it should merge with ticket ID: 2565. I've been seeing some scrips but all of them use a matching subject, like ** PROBLEM **. Any one who has implemented the same, please advise on how to do it. Thanks! Roehl -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmp.dmd1229 at gmail.com Mon Jul 13 15:59:03 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Mon, 13 Jul 2009 15:59:03 -0400 Subject: [rt-users] Merge tickets with the Same Subject Message-ID: <61d255bb0907131259n66dfccbflab44e72a41b63b1f@mail.gmail.com> Thank you for all the help and I was able to implement scrips (ie AutoClose on Nagios recovery, filter messages based on Subject) which at first I thought was extremenly hard to set-up. I have a new requirement which is to merge with the same subject. -existing ticket: Subject: syslog firewall ticket ID: 2565 when a new request with the same subject: syslog firewall, it should merge with ticket ID: 2565. I've been seeing some scrips but all of them use a matching subject, like ** PROBLEM **. Any one who has implemented the same, please advise on how to do it. Thanks! Roehl -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Mon Jul 13 16:17:41 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 13 Jul 2009 13:17:41 -0700 Subject: [rt-users] Correct syntax for AutoCreate Message-ID: <4a5b9665.1328.e00.478d@cnc.bc.ca> What is the correct syntax for the AutoCreate variable in RT_SiteConfig.pm? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmp.dmd1229 at gmail.com Mon Jul 13 15:59:03 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Mon, 13 Jul 2009 15:59:03 -0400 Subject: [rt-users] Merge tickets with the Same Subject Message-ID: <61d255bb0907131259n66dfccbflab44e72a41b63b1f@mail.gmail.com> Thank you for all the help and I was able to implement scrips (ie AutoClose on Nagios recovery, filter messages based on Subject) which at first I thought was extremenly hard to set-up. I have a new requirement which is to merge with the same subject. -existing ticket: Subject: syslog firewall ticket ID: 2565 when a new request with the same subject: syslog firewall, it should merge with ticket ID: 2565. I've been seeing some scrips but all of them use a matching subject, like ** PROBLEM **. Any one who has implemented the same, please advise on how to do it. Thanks! Roehl -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Mon Jul 13 16:17:41 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 13 Jul 2009 13:17:41 -0700 Subject: [rt-users] Correct syntax for AutoCreate Message-ID: <4a5b9665.1328.e00.478d@cnc.bc.ca> What is the correct syntax for the AutoCreate variable in RT_SiteConfig.pm? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From pboguszewski at library.wisc.edu Mon Jul 13 16:59:58 2009 From: pboguszewski at library.wisc.edu (Peter Boguszewski) Date: Mon, 13 Jul 2009 15:59:58 -0500 Subject: [rt-users] Pubcookie auth Message-ID: <4A5BA04E.1050505@library.wisc.edu> Hello all, I am trying to implement pubcookie authentication with mysql authorization. I could use some help. I am wondering if there is more information out there than the wiki and the example file in local/plugins/RT-Authen-ExternalAuth? I am running version 3.8.4 and have the authentication working before local authorization. I am trying to figure out how to have RT pull information from the cookie and use it. Any direction is appreciated. Pete From pboguszewski at library.wisc.edu Mon Jul 13 16:59:58 2009 From: pboguszewski at library.wisc.edu (Peter Boguszewski) Date: Mon, 13 Jul 2009 15:59:58 -0500 Subject: [rt-users] Pubcookie auth Message-ID: <4A5BA04E.1050505@library.wisc.edu> Hello all, I am trying to implement pubcookie authentication with mysql authorization. I could use some help. I am wondering if there is more information out there than the wiki and the example file in local/plugins/RT-Authen-ExternalAuth? I am running version 3.8.4 and have the authentication working before local authorization. I am trying to figure out how to have RT pull information from the cookie and use it. Any direction is appreciated. Pete From gagel at cnc.bc.ca Mon Jul 13 18:02:42 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 13 Jul 2009 15:02:42 -0700 Subject: [rt-users] Duplicate messages from RT-Users@lists.bestpractical.com Message-ID: <4a5baf02.1328.9bc.5e90@cnc.bc.ca> Am I the only one getting duplicates (in which case my server has a problem) or are others getting duplicates as well. If one or two of you could reply that would be great thanks... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Mon Jul 13 18:17:24 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 13 Jul 2009 15:17:24 -0700 Subject: [rt-users] Duplicate messages fromRT-Users@lists.bestpractical.com Message-ID: <4a5bb274.1328.ca8.1dda@cnc.bc.ca> Wierd. Some people are getting duplicates some are not. I got 4 of a message I posted. Followed by 4 from someone else then 2 of another poster. Seems to me the list is doing something odd. Thanks everyone that responded. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: RE: [rt-users] Duplicate messages fromRT-Users at lists.bestpractical.com To: Date: 07/13/2009 3:14 PM I got 4 copies of the message you posted earlier. I've seen duplicates on the list before, but never 4 copies. Seems likely in your case it's 2 sets of duplication. Probably something the list owner needs to address though. ~Chris From: gagel at cnc.bc.ca To: RT-Users at lists.bestpractical.com Date: Mon, 13 Jul 2009 15:02:42 -0700 Subject: [rt-users] Duplicate messages from RT-Users at lists.bestpractical.com Am I the only one getting duplicates (in which case my server has a problem) or are others getting duplicates as well. If one or two of you could reply that would be great thanks... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Mon Jul 13 18:17:24 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 13 Jul 2009 15:17:24 -0700 Subject: [rt-users] Duplicate messages fromRT-Users@lists.bestpractical.com Message-ID: <4a5bb274.1328.ca8.1dda@cnc.bc.ca> Wierd. Some people are getting duplicates some are not. I got 4 of a message I posted. Followed by 4 from someone else then 2 of another poster. Seems to me the list is doing something odd. Thanks everyone that responded. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: RE: [rt-users] Duplicate messages fromRT-Users at lists.bestpractical.com To: Date: 07/13/2009 3:14 PM I got 4 copies of the message you posted earlier. I've seen duplicates on the list before, but never 4 copies. Seems likely in your case it's 2 sets of duplication. Probably something the list owner needs to address though. ~Chris From: gagel at cnc.bc.ca To: RT-Users at lists.bestpractical.com Date: Mon, 13 Jul 2009 15:02:42 -0700 Subject: [rt-users] Duplicate messages from RT-Users at lists.bestpractical.com Am I the only one getting duplicates (in which case my server has a problem) or are others getting duplicates as well. If one or two of you could reply that would be great thanks... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Mon Jul 13 18:17:24 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 13 Jul 2009 15:17:24 -0700 Subject: [rt-users] Duplicate messages fromRT-Users@lists.bestpractical.com Message-ID: <4a5bb274.1328.ca8.1dda@cnc.bc.ca> Wierd. Some people are getting duplicates some are not. I got 4 of a message I posted. Followed by 4 from someone else then 2 of another poster. Seems to me the list is doing something odd. Thanks everyone that responded. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: RE: [rt-users] Duplicate messages fromRT-Users at lists.bestpractical.com To: Date: 07/13/2009 3:14 PM I got 4 copies of the message you posted earlier. I've seen duplicates on the list before, but never 4 copies. Seems likely in your case it's 2 sets of duplication. Probably something the list owner needs to address though. ~Chris From: gagel at cnc.bc.ca To: RT-Users at lists.bestpractical.com Date: Mon, 13 Jul 2009 15:02:42 -0700 Subject: [rt-users] Duplicate messages from RT-Users at lists.bestpractical.com Am I the only one getting duplicates (in which case my server has a problem) or are others getting duplicates as well. If one or two of you could reply that would be great thanks... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Mon Jul 13 18:31:33 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Mon, 13 Jul 2009 15:31:33 -0700 Subject: [rt-users] Duplicate messages from RT-Users@lists.bestpractical.com Message-ID: <4a5bb5c5.1328.bb0.7d95@cnc.bc.ca> Thanks Paul. For the list owner... Here are the headers from a single message I sent. From the headers it is clear that your MTA had submitted this message twice to your mailman installation. You may need to check on your queues and trouble shoot why the MTA thought it needed to resubmit the message. ---Paste--- Sample 1: Received: from diesel.bestpractical.com (diesel.bestpractical.com [4.79.3.63]) by gateway.cnc.bc.ca (Postfix) with ESMTP id 3A42C2C2802C for ; Mon, 13 Jul 2009 15:18:08 -0700 (PDT) Received: from diesel.bestpractical.com (diesel.bestpractical.com [127.0.0.1]) by diesel.bestpractical.com (Postfix) with ESMTP id02DE119B82CF; Mon, 13 Jul 2009 18:18:07 -0400 (EDT) X-Original-To: RT-Users at lists.bestpractical.com Delivered-To: RT-Users at diesel.bestpractical.com Received: from gateway.cnc.bc.ca (gateway.cnc.bc.ca [142.27.70.211]) by diesel.bestpractical.com (Postfix) with ESMTP id A7F3319B8281 for ; Mon, 13 Jul 2009 18:17:56 -0400 (EDT) Sample 2: Received: from diesel.bestpractical.com (diesel.bestpractical.com [4.79.3.63]) by gateway.cnc.bc.ca (Postfix) with ESMTP id 73C3C2C28029 for ; Mon, 13 Jul 2009 15:18:56 -0700 (PDT) Received: from diesel.bestpractical.com (diesel.bestpractical.com [127.0.0.1]) by diesel.bestpractical.com (Postfix) with ESMTP idC7C8519B82E1; Mon, 13 Jul 2009 18:18:19 -0400 (EDT) X-Original-To: RT-Users at lists.bestpractical.com Delivered-To: RT-Users at diesel.bestpractical.com Received: from gateway.cnc.bc.ca (gateway.cnc.bc.ca [142.27.70.211]) by diesel.bestpractical.com (Postfix) with ESMTP id A7F3319B8281 for ; Mon, 13 Jul 2009 18:17:56 -0400 (EDT) ---End Paste--- Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: Re: [rt-users] Duplicate messagesfromRT-Users at lists.bestpractical.com To: Kevin Gagel Date: 07/13/2009 3:27 PM I'm getting duplicates of some messages, but not of other messages. Oddly for example, your original message asking about duplicates, I only received once. But your reply to yourself about some folks getting duplicates and others not getting duplicates, I got two. So I don't think it's sender-specific, nor recipient-specific. All in all, I'd agree the list is indeed doing something odd. 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From carlos.alvarez at commxinc.com Mon Jul 13 21:59:16 2009 From: carlos.alvarez at commxinc.com (Carlos A. Alvarez) Date: Mon, 13 Jul 2009 21:59:16 -0400 Subject: [rt-users] (no subject) Message-ID: <15782598-5B85-4E65-9533-3EEF46FD8A48@mimectl> I will like to create a scrip where the status of a ticket is automatically changed from open to stalled when a Owner replies to a requestor. I am using rt-crontool to monitor the status of the tickets and auto resolve the ticket after 72 hours of inactivity. I created a custom field to monitor the status of the crontool, but my problem is that when the customer replies, I can?t rely on my techs to change the status of the ticket manually. I tried creating User Defined Scrip which works fine, exept it executes each time, indiscriminately. Let me try to explain, I have one script that changes the status from open to stalled, when a technician replies, and another that changed the status back to open when the customer/requestor replies. I can see that both scrips are executing at the same time regardless of who initiated the correspondence. I know that I am missing something basic, but I don?t know what. Can anyone help. Scrip 1 customer reply $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' '); $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' '); $self->TicketObj->SetStatus("open"); return 1; Scrip 2 Owner reply $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => 'Awaiting Customer'); $self->TicketObj->SetStatus("stalled"); return 1; Thanks? -------------- next part -------------- An HTML attachment was scrubbed... URL: From varun.vyas at elitecore.com Tue Jul 14 01:21:49 2009 From: varun.vyas at elitecore.com (Varun) Date: Tue, 14 Jul 2009 10:51:49 +0530 Subject: [rt-users] Email Not Been Able To Be Sent On Comment Message-ID: <000001ca0442$fd96edc0$4f07a8c0@elitecore.com> Hello All I am facing one problem in my RT it was running fine but from past few days we are encountering problem of not been able to sent email to cc on adding comment to the ticket. We haven't have made any changes regarding mail functionality but still I m not been able to find why mails are not delivered. When I enable debug mode I found one thing like /rt3/lib/RT/Action/SendEmail.pm:274) [Tue Jul 14 05:04:42 2009] [info]: #124038/2088763 - Scrip 202 Notify Owner on Comment Added (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Tue Jul 14 05:04:42 2009] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Tue Jul 14 05:02:40 2009] [info]: #124033/2088759 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Tue Jul 14 05:02:40 2009] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) I am not been able to find why this scrip are failing in sending mail which were previously running. Thanks & Regards Varun Vyas Software Engineer - Elitecore technologies -------------- next part -------------- An HTML attachment was scrubbed... URL: From william.graboyes at theportalgrp.com Tue Jul 14 01:46:29 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Mon, 13 Jul 2009 22:46:29 -0700 Subject: [rt-users] Email Not Been Able To Be Sent On Comment In-Reply-To: <000001ca0442$fd96edc0$4f07a8c0@elitecore.com> References: <000001ca0442$fd96edc0$4f07a8c0@elitecore.com> Message-ID: <8a5c3dac0907132246g5d0469c1p2c06065368ff1094@mail.gmail.com> Varun, Just to be clear, Comments - Internal memo to whom ever, is meant for internal tracking and notation of ticket progression, these are only sent to people who are AdminCC's. Correspondences - reply to CC's, AdminCC's, and requester. This is in most RT installs. In context to your info messages below, most of the RT systems are smart enough not to send an e-mail to the person making the comment. So if you are the ticket owner, and you are making a comment, then it will not send an e-mail to you. If you are an AdminCC and are making the comment, the system will not send you an e-mail. If you are doing anything that is adding context to the ticket, the system will not send you an e-mail. Thanks, Bill On Mon, Jul 13, 2009 at 10:21 PM, Varun wrote: > Hello All > > > > I am facing one problem in my RT it was running fine but from past few days > we are encountering problem of not been able to sent email to cc on adding > comment to the ticket. We haven?t have made any changes regarding mail > functionality but still I m not been able to find why mails are not > delivered. When I enable debug mode I found one thing like > > > > /rt3/lib/RT/Action/SendEmail.pm:274) > > [Tue Jul 14 05:04:42 2009] [info]: < > rt-3.6.3-5831-1247547881-113.124038-202-0 at cyberoam.com> #124038/2088763 - > Scrip 202 Notify Owner on Comment Added > (/opt/rt3/lib/RT/Action/SendEmail.pm:243) > > [Tue Jul 14 05:04:42 2009] [info]: < > rt-3.6.3-5831-1247547881-113.124038-202-0 at cyberoam.com> No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) > > > > [Tue Jul 14 05:02:40 2009] [info]: < > rt-3.6.3-5881-1247547760-1492.124033-2-0 at cyberoam.com> #124033/2088759 - > Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) > > [Tue Jul 14 05:02:40 2009] [info]: < > rt-3.6.3-5881-1247547760-1492.124033-2-0 at cyberoam.com> No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) > > > > I am not been able to find why this scrip are failing in sending mail which > were previously running. > > > > Thanks & Regards > > Varun Vyas > > Software Engineer ? Elitecore technologies > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Agnislav.Onufrijchuk at portaone.com Tue Jul 14 03:51:03 2009 From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk) Date: Tue, 14 Jul 2009 10:51:03 +0300 Subject: [rt-users] Monthly Tasks In-Reply-To: <61d255bb0907130835y5a687fc8i286fd0840044b52e@mail.gmail.com> References: <61d255bb0907130835y5a687fc8i286fd0840044b52e@mail.gmail.com> Message-ID: <4A5C38E7.3020406@portaone.com> rmp dmd wrote: > > I create a new ticket "run scan vulnerability on server X". > After running, I will close this > ticket. On next month, this ticket automatically will be re-opend (or a > new one generated). > > I'm thinking of using RT Reminders. I've checked it but the scrips that > I saw, use reminders to send open tickets that are due over a period of > time. > > Does anyone was able to do this and any scrips that I can check? > I can advise following solution: 1. Create Condition which will check current date and will return 1 in case today is day of scanning. 2. Add rt-crontool call with the Condition and appropriate Action to crontab to be run daily. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center From torsten.brumm at googlemail.com Tue Jul 14 05:09:34 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 14 Jul 2009 11:09:34 +0200 Subject: [rt-users] Monthly Tasks In-Reply-To: <61d255bb0907130835y5a687fc8i286fd0840044b52e@mail.gmail.com> References: <61d255bb0907130835y5a687fc8i286fd0840044b52e@mail.gmail.com> Message-ID: Why so complicated? If you like to use a new ticket every time, why not create directly from cron? mail to the queue with the content and done. If you like to recycle your ticket, just create a ticket, close when done and then use rt-crontool as example to reopen it. Hoep this helps 2009/7/13 rmp dmd > Hi, > > We have recurring tasks (monthly and quarterly) like patch update or run > scan vulnerability that I would like to set to create ticket on a certain > time. > > Here's I would like to do: > > I create a new ticket "run scan vulnerability on server X". > After running, I will close this > ticket. On next month, this ticket automatically will be re-opend (or a new > one generated). > > I'm thinking of using RT Reminders. I've checked it but the scrips that I > saw, use reminders to send open tickets that are due over a period of time. > > Does anyone was able to do this and any scrips that I can check? > > > Thanks! > Roehl > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue Jul 14 05:50:05 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 14 Jul 2009 13:50:05 +0400 Subject: [rt-users] (no subject) In-Reply-To: <15782598-5B85-4E65-9533-3EEF46FD8A48@mimectl> References: <15782598-5B85-4E65-9533-3EEF46FD8A48@mimectl> Message-ID: <589c94400907140250x76e158dfod9eac37195de880a@mail.gmail.com> You need condition as well. Also adding space as value is not a good option, use DeleteCustomFieldValue method. On Tue, Jul 14, 2009 at 5:59 AM, Carlos A. Alvarez wrote: > > > I will like to create a scrip where the status of a ticket is automatically > changed from open to stalled when a Owner replies to a requestor. I am using > rt-crontool to monitor the status of the tickets and auto resolve the ticket > after 72 hours of inactivity.? I created a custom field to monitor the > status of the crontool, but my problem is that when the customer replies, I > can?t rely on my techs to change the status of the ticket manually. > > > > I tried creating User Defined Scrip which works fine, exept it executes each > time, indiscriminately. Let me try to explain, I have one script that > changes the status from open to stalled, when a technician replies, and > another that changed the status back to open when the customer/requestor > replies.? I can see that both scrips are executing at the same time > regardless of who initiated the correspondence. > > > > I know that I am missing something basic, but I don?t know what.? Can anyone > help. > > > > Scrip 1 customer reply > > $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' > '); > > $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' '); > > $self->TicketObj->SetStatus("open"); > > return 1; > > > > Scrip 2 Owner reply > > $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => > 'Awaiting Customer'); > > $self->TicketObj->SetStatus("stalled"); > > return 1; > > > > Thanks? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Jul 14 05:55:32 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 14 Jul 2009 13:55:32 +0400 Subject: [rt-users] Merge tickets with the Same Subject In-Reply-To: <61d255bb0907131259n66dfccbflab44e72a41b63b1f@mail.gmail.com> References: <61d255bb0907131259n66dfccbflab44e72a41b63b1f@mail.gmail.com> Message-ID: <589c94400907140255w2a44c033ra80ff7c8cb490529@mail.gmail.com> You need simple condition: return 0 unless $self->TransactionObj->Type eq 'Create'; return 0 unless $self->TicketObj->Subject eq 'syslog firewall'; return 1; And action: my ($status, $msg) = $self->TicketObj->MergeInto( 2565 ); $RT::Logger->error("Couldn't merge ticket #". $self->TicketObj->id ." into #2565: $msg") unless $status; return 1; On Mon, Jul 13, 2009 at 11:59 PM, rmp dmd wrote: > Thank you for all the help and I was able to implement scrips (ie AutoClose > on Nagios recovery, filter messages based on Subject) which at first I > thought was extremenly hard to set-up. > > I have a new requirement which is to merge with the same subject. > > -existing ticket: > Subject:?syslog firewall > ticket ID: 2565 > > when a new request with the same subject: syslog firewall, it should merge > with ticket ID: 2565. > > I've been seeing some scrips but all of them use a matching subject, like ** > PROBLEM **. > Any one who has implemented the same, please advise on how to do it. > > > Thanks! > Roehl > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mike.peachey at jennic.com Tue Jul 14 07:50:03 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 14 Jul 2009 12:50:03 +0100 Subject: [rt-users] Pubcookie auth In-Reply-To: <4A5BA04E.1050505@library.wisc.edu> References: <4A5BA04E.1050505@library.wisc.edu> Message-ID: <4A5C70EB.5000900@jennic.com> Mon 13 Jul 2009 21:59:58 GMT Peter Boguszewski wrote: > Hello all, > I am trying to implement pubcookie authentication with mysql > authorization. I could use some help. I am wondering if there is more > information out there than the wiki and the example file in > local/plugins/RT-Authen-ExternalAuth? I am running version 3.8.4 and > have the authentication working before local authorization. I am trying > to figure out how to have RT pull information from the cookie and use > it. Any direction is appreciated. You need to be a little more clear. ExternalAuth already has that code built in. The code itself is in Cookie.pm. You just need to configure RT to use 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 dlamers at elcan.com Tue Jul 14 08:02:00 2009 From: dlamers at elcan.com (Lamers, Dan) Date: Tue, 14 Jul 2009 08:02:00 -0400 Subject: [rt-users] Query Builder is case sensitive when using the content field In-Reply-To: <14365258981C224D868E4A42A0EB326D0135BE10@emexc004023.elcan.com> References: <3B.7E.19468.62951E74@cm-2.zoominternet.net><76.07.19468.59B51E74@cm-2.zoominternet.net> <14365258981C224D868E4A42A0EB326D0135BE10@emexc004023.elcan.com> Message-ID: <14365258981C224D868E4A42A0EB326D0135BE37@emexc004023.elcan.com> I've noticed that using the query builder with the "Content" field is case sensitive. I've tried other queries based on fields such as "Subject" and "Requestor" etc and they are all case INsensitive. Looking at the mysql upgrade script, I think that Content has been changed to longblob in RT 3.8.3 and that type is case sensitive according to mysql documentation. Everything I've found on the wiki seems to imply that queries should all be case INsensitive. Has anyone else noticed this behaviour and are there suggestions for a workaround? Thanks, Dan This document (or software if applicable) may contain data whose export/transfer/disclosure is restricted by U.S. or Canadian law. Dissemination may require an export license or other authorization. CONFIDENTIALITY NOTICE: The information in this message, as well as any attachments, previous e-mail messages and /or any links provided herein, is Proprietary/Confidential information belonging to ELCAN Optical Technologies, and its affiliates, and may be legally privileged. It is intended solely for the addressee. 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From ruslan.zakirov at gmail.com Tue Jul 14 08:25:30 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 14 Jul 2009 16:25:30 +0400 Subject: [rt-users] Query Builder is case sensitive when using the content field In-Reply-To: <14365258981C224D868E4A42A0EB326D0135BE37@emexc004023.elcan.com> References: <3B.7E.19468.62951E74@cm-2.zoominternet.net> <76.07.19468.59B51E74@cm-2.zoominternet.net> <14365258981C224D868E4A42A0EB326D0135BE10@emexc004023.elcan.com> <14365258981C224D868E4A42A0EB326D0135BE37@emexc004023.elcan.com> Message-ID: <589c94400907140525o340b9335v8dd96cc60ed2fb36@mail.gmail.com> Hello, It's side effect of conversion to blob instead of text. Content can not be of text type cuz it can contain binary data. May be we can come up with some patch that workaround this for full text searches, but I'm afraid that will make searches even slower. On Tue, Jul 14, 2009 at 4:02 PM, Lamers, Dan wrote: > I've noticed that using the query builder with the "Content" field is > case sensitive. ?I've tried other queries based on fields such as > "Subject" and "Requestor" etc and they are all case INsensitive. > Looking at the mysql upgrade script, I think that Content has been > changed to longblob in RT 3.8.3 and that type is case sensitive > according to mysql documentation. ?Everything I've found on the wiki > seems to imply that queries should all be case INsensitive. > > Has anyone else noticed this behaviour and are there suggestions for a > workaround? > > Thanks, > Dan -- Best regards, Ruslan. From falcone at bestpractical.com Tue Jul 14 09:49:52 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jul 2009 09:49:52 -0400 Subject: [rt-users] Custom Field ordering problem In-Reply-To: <2724FD2D8A52834DA7397590B2F2F6AB40557A3F04@EXVMBX018-1.exch018.msoutlookonline.net> References: <2724FD2D8A52834DA7397590B2F2F6AB40557A3F04@EXVMBX018-1.exch018.msoutlookonline.net> Message-ID: <20090714134952.GA488@jibsheet.com> On Fri, Jul 10, 2009 at 12:37:03PM -0700, Jennifer Scales wrote: > Hey all, > > > > I'm having a problem with the ordering of custom fields on the "Create a new ticket" page, and > I'm hoping someone can point me in the right direction. > > > > The order in which the custom fields display on the 'Create Ticket' page bears no actual > relationship to the ordering set with the web-based admin tools. You don't say, but I assume you're using Postgres as your database. Try coming up to DBIx::SearchBuilder 1.55, it contains some fixes for complex order bys on postgres -kevin > I verified the SortOrder directly in the DB, and this matches what I see on the admin config > page. > > > > I then did some digging in the source code and traced it to the > /Ticket/Elements/EditCustomFields code and the 'iterator'-like calls to the > $CustomFields->Next function. Seeing that, I tried re-calling the OrderByCols function of the > CustomFields collection in the %INIT block of the EditCustomFields like so: > > > > > > $CustomFields->OrderByCols( > > { ALIAS => 'main', > > FIELD => 'SortOrder', > > ORDER => 'ASC' } > > ); > > > > Still no dice - the Next iterator is ignoring the SortOrder for no reason I can fathom, and > trying to make a coherent layout is nigh impossible. > > > > Has anyone else seen this, or can suggest a solution or workaround? > > FWIW, I'm using RT 3.8.2. From falcone at bestpractical.com Tue Jul 14 09:55:05 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jul 2009 09:55:05 -0400 Subject: [rt-users] Undefined subroutine &RT::EmailParser::ParseAddressFromHeader... In-Reply-To: <4a57b6a7.1328.710.911@cnc.bc.ca> References: <4a57b6a7.1328.710.911@cnc.bc.ca> Message-ID: <20090714135505.GB488@jibsheet.com> On Fri, Jul 10, 2009 at 02:46:15PM -0700, Kevin Gagel wrote: > I am using LDAPSMB1.2_RT3. > > When I add email address for the AdminCC of someone that has not logged into RT yet I get the > following error: > > Undefined subroutine &RT::EmailParser::ParseAddressFromHeader called at > /opt/rt3/bin/../local/lib/RT/User_Local.pm line 272. > > What do I have to do to correct this? You appear to be using an extension designed for use with RT 3.4 or 3.6 while running 3.8 (the ParseAddressFromHeader method is defined in RT::Interface::Email in 3.8) I suggest disabling the extension causing the problem. If you want to use AD auth with 3.8, the only method I know of that works is RT-Authen-ExternalAuth -kevin From falcone at bestpractical.com Tue Jul 14 10:06:04 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jul 2009 10:06:04 -0400 Subject: [rt-users] RT3 new install and customisations. In-Reply-To: <200907130828.24381.hamon.erwan@free.fr> References: <200907130828.24381.hamon.erwan@free.fr> Message-ID: <20090714140604.GC488@jibsheet.com> On Mon, Jul 13, 2009 at 08:28:24AM +0200, Erwan HAMON wrote: > I guess I will publish the scrip on best-practical's wiki, but how should I > proceed to have patches and rewrite published or merged with existing > extensions? If you have patches to published extensions, the right thing to do is to send them to the correct queue on http://rt.cpan.org so that the authors can look to include them. > I am installing RT3 at a small software company as part of an intership to get > an engineering degree. > > Some RT3 customisations I did might be useful to others from what I read at a > quick glance in this list archives. > > - Extensive rework to LDAPImport (version 0.04) so as to: The easiest thing to do to generate patches for LDAPImport is probably to clone from github http://github.com/bestpractical/rt-extension-ldapimport and generate diffs against that, since I assume there are some differences between the 0.04 you were modifying and the 0.07 on cpan. > + Share LDAP parameters with RT-Authen-ExternalAuth-0.08 Did you maintain backcompat for people using LDAPImport already? > + Synchronise in almost real time RT3 users with LDAP by reading LDIF > files in a cron job. > > + Allow RT3 custom fields to be fed from LDAP as well. LDAPImport can populate values for custom fields from LDAP, I assume you mean that you pull User Custom Field values and set them during import? Hopefully this doesn't conflict with the existing functionality. > + Add users to RT3 groups acording to two mechanisms (LDAP attribute > and LDAP search base) This will be interesting to see, although again, hopefully it doesn't conflict with the existing group functionality. > > - One scrip to add as CC to new tickets members of the same groups as > the requestor. (Many users for one client account) > > - Plus a few cosmetic or localisation improvements at RTx::EmailCompletion > and "show status in color". > > My code still needs some clean-up as I am new to Perl and I haven't looked at > how to package it. I look forward to seeing your patches -kevin From falcone at bestpractical.com Tue Jul 14 10:08:32 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jul 2009 10:08:32 -0400 Subject: [rt-users] Duplicate messages from RT-Users@lists.bestpractical.com In-Reply-To: <4a5bb5c5.1328.bb0.7d95@cnc.bc.ca> References: <4a5bb5c5.1328.bb0.7d95@cnc.bc.ca> Message-ID: <20090714140832.GD488@jibsheet.com> On Mon, Jul 13, 2009 at 03:31:33PM -0700, Kevin Gagel wrote: > Thanks Paul. > > For the list owner... > > Here are the headers from a single message I sent. From the headers it is clear that your MTA > had submitted this message twice to your mailman installation. You may need to check on your > queues and trouble shoot why the MTA thought it needed to resubmit the message. Kevin You happened to submit mail while mailman was acting grumpy and causing duplicate mails. It should have been resolved yesterday evening. -kevin > ---Paste--- > Sample 1: > Received: from diesel.bestpractical.com (diesel.bestpractical.com [4.79.3.63]) > by gateway.cnc.bc.ca (Postfix) with ESMTP id 3A42C2C2802C > for ; Mon, 13 Jul 2009 15:18:08 -0700 (PDT) > Received: from diesel.bestpractical.com (diesel.bestpractical.com [127.0.0.1]) > by diesel.bestpractical.com (Postfix) with ESMTP id 02DE119B82CF; > Mon, 13 Jul 2009 18:18:07 -0400 (EDT) > X-Original-To: RT-Users at lists.bestpractical.com > Delivered-To: RT-Users at diesel.bestpractical.com > Received: from gateway.cnc.bc.ca (gateway.cnc.bc.ca [142.27.70.211]) > by diesel.bestpractical.com (Postfix) with ESMTP id A7F3319B8281 > for ; > Mon, 13 Jul 2009 18:17:56 -0400 (EDT) > > Sample 2: > Received: from diesel.bestpractical.com (diesel.bestpractical.com [4.79.3.63]) > by gateway.cnc.bc.ca (Postfix) with ESMTP id 73C3C2C28029 > for ; Mon, 13 Jul 2009 15:18:56 -0700 (PDT) > Received: from diesel.bestpractical.com (diesel.bestpractical.com [127.0.0.1]) > by diesel.bestpractical.com (Postfix) with ESMTP id C7C8519B82E1; > Mon, 13 Jul 2009 18:18:19 -0400 (EDT) > X-Original-To: RT-Users at lists.bestpractical.com > Delivered-To: RT-Users at diesel.bestpractical.com > Received: from gateway.cnc.bc.ca (gateway.cnc.bc.ca [142.27.70.211]) > by diesel.bestpractical.com (Postfix) with ESMTP id A7F3319B8281 > for ; > Mon, 13 Jul 2009 18:17:56 -0400 (EDT) > ---End Paste--- > Kevin W. Gagel > Network Administrator > Local 5448 > My blog: > http://mail.cnc.bc.ca/blogs/gagel > My shared files: > http://mail.cnc.bc.ca/users/gagel > > --- Original message --- > Subject: Re: [rt-users] Duplicate messagesfromRT-Users at lists.bestpractical.com > > To: Kevin Gagel > Date: 07/13/2009 3:27 PM > > I'm getting duplicates of some messages, but not of other messages. > > Oddly for example, your original message asking about duplicates, I only received once. But > your reply to yourself about some folks getting duplicates and others not getting duplicates, > I got two. So I don't think it's sender-specific, nor recipient-specific. > > All in all, I'd agree the list is indeed doing something odd. > > 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 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 carlos.alvarez at commxinc.com Tue Jul 14 10:18:44 2009 From: carlos.alvarez at commxinc.com (Carlos A. Alvarez) Date: Tue, 14 Jul 2009 10:18:44 -0400 Subject: [rt-users] Custom Scrip Help In-Reply-To: <589c94400907140250x76e158dfod9eac37195de880a@mail.gmail.com> References: <15782598-5B85-4E65-9533-3EEF46FD8A48@mimectl> <589c94400907140250x76e158dfod9eac37195de880a@mail.gmail.com> Message-ID: <5AC8540F037A0346879D10C3F9E5241E8F7B81B158@WORF.commxinc.com> Thanks Ruslan, You mean instead of using the default condition "On Correspond"? Can you point me to a source for TicketObj options and TransactionObj options, so I can create a custom condition. I look everywhere I even bought the RT Essentials book and tried perdocs, and I cant find a list of Class Objects like AddCustomFieldValues, or a list of RT variables. Carlos -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tuesday, July 14, 2009 5:50 AM To: Carlos A. Alvarez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] (no subject) You need condition as well. Also adding space as value is not a good option, use DeleteCustomFieldValue method. On Tue, Jul 14, 2009 at 5:59 AM, Carlos A. Alvarez wrote: > > > I will like to create a scrip where the status of a ticket is automatically > changed from open to stalled when a Owner replies to a requestor. I am using > rt-crontool to monitor the status of the tickets and auto resolve the ticket > after 72 hours of inactivity.? I created a custom field to monitor the > status of the crontool, but my problem is that when the customer replies, I > can?t rely on my techs to change the status of the ticket manually. > > > > I tried creating User Defined Scrip which works fine, exept it executes each > time, indiscriminately. Let me try to explain, I have one script that > changes the status from open to stalled, when a technician replies, and > another that changed the status back to open when the customer/requestor > replies.? I can see that both scrips are executing at the same time > regardless of who initiated the correspondence. > > > > I know that I am missing something basic, but I don?t know what.? Can anyone > help. > > > > Scrip 1 customer reply > > $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' > '); > > $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' '); > > $self->TicketObj->SetStatus("open"); > > return 1; > > > > Scrip 2 Owner reply > > $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => > 'Awaiting Customer'); > > $self->TicketObj->SetStatus("stalled"); > > return 1; > > > > Thanks? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Jul 14 10:21:18 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 14 Jul 2009 18:21:18 +0400 Subject: [rt-users] Custom Scrip Help In-Reply-To: <5AC8540F037A0346879D10C3F9E5241E8F7B81B158@WORF.commxinc.com> References: <15782598-5B85-4E65-9533-3EEF46FD8A48@mimectl> <589c94400907140250x76e158dfod9eac37195de880a@mail.gmail.com> <5AC8540F037A0346879D10C3F9E5241E8F7B81B158@WORF.commxinc.com> Message-ID: <589c94400907140721x5bf5330xf5a211d60abcb784@mail.gmail.com> Tried the following? http://wiki.bestpractical.com/view/CustomConditionSnippets On Tue, Jul 14, 2009 at 6:18 PM, Carlos A. Alvarez wrote: > Thanks Ruslan, > > You mean instead of using the default condition "On Correspond"? ?Can you point me to a source for TicketObj options and TransactionObj options, so I can create a custom condition. ?I look everywhere I even bought the RT Essentials book and tried perdocs, and I cant find a list of Class Objects like AddCustomFieldValues, or a list of RT variables. > > Carlos > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Tuesday, July 14, 2009 5:50 AM > To: Carlos A. Alvarez > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] (no subject) > > You need condition as well. Also adding space as value is not a good > option, use DeleteCustomFieldValue method. > > On Tue, Jul 14, 2009 at 5:59 AM, Carlos A. > Alvarez wrote: >> >> >> I will like to create a scrip where the status of a ticket is automatically >> changed from open to stalled when a Owner replies to a requestor. I am using >> rt-crontool to monitor the status of the tickets and auto resolve the ticket >> after 72 hours of inactivity.? I created a custom field to monitor the >> status of the crontool, but my problem is that when the customer replies, I >> can?t rely on my techs to change the status of the ticket manually. >> >> >> >> I tried creating User Defined Scrip which works fine, exept it executes each >> time, indiscriminately. Let me try to explain, I have one script that >> changes the status from open to stalled, when a technician replies, and >> another that changed the status back to open when the customer/requestor >> replies.? I can see that both scrips are executing at the same time >> regardless of who initiated the correspondence. >> >> >> >> I know that I am missing something basic, but I don?t know what.? Can anyone >> help. >> >> >> >> Scrip 1 customer reply >> >> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' >> '); >> >> $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' '); >> >> $self->TicketObj->SetStatus("open"); >> >> return 1; >> >> >> >> Scrip 2 Owner reply >> >> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => >> 'Awaiting Customer'); >> >> $self->TicketObj->SetStatus("stalled"); >> >> return 1; >> >> >> >> Thanks? >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From gagel at cnc.bc.ca Tue Jul 14 11:10:46 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Tue, 14 Jul 2009 08:10:46 -0700 Subject: [rt-users] Undefined subroutine&RT::EmailParser::ParseAddressFromHeader... Message-ID: <4a5c9ff6.1328.11d4.60e0@cnc.bc.ca> Thanks, that is what I ended up doing anyway. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: Re: [rt-users] Undefined subroutine.RT::EmailParser::ParseAddressFromHeader... From: Kevin Falcone To: Date: 07/14/2009 6:54 AM On Fri, Jul 10, 2009 at 02:46:15PM -0700, Kevin Gagel wrote: > I am using LDAPSMB1.2_RT3. > > When I add email address for the AdminCC of someone that has not logged into RT yet I get the > following error: > > Undefined subroutine eRT::EmailParser::ParseAddressFromHeader called at > /opt/rt3/bin/../local/lib/RT/User_Local.pm line 272. > > What do I have to do to correct this? You appear to be using an extension designed for use with RT 3.4 or 3.6 while running 3.8 (the ParseAddressFromHeader method is defined in RT::Interface::Email in 3.8) I suggest disabling the extension causing the problem. If you want to use AD auth with 3.8, the only method I know of that works is RT-Authen-ExternalAuth -kevin _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy athttp://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From nimbius at SDF.LONESTAR.ORG Tue Jul 14 11:59:09 2009 From: nimbius at SDF.LONESTAR.ORG (Nimbius) Date: Tue, 14 Jul 2009 15:59:09 +0000 (UTC) Subject: [rt-users] rt does not render properly in firefox Message-ID: i cant seem to get RT using mod_perl to render properly in firefox. the search button is missing and the asset tracker "create new asset of type" button is truncated. using centos 5.3 and apache 2.x nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From cdcueva at sbcglobal.net Tue Jul 14 12:04:50 2009 From: cdcueva at sbcglobal.net (Cristian Cueva) Date: Tue, 14 Jul 2009 11:04:50 -0500 Subject: [rt-users] Disable "default" notifications to Adminccs before create Message-ID: <4A5CACA2.4090207@sbcglobal.net> Using RT v3.6.5 When I update/reply/comment a ticket via Update.html, I am able to check/uncheck default Adminccs (assuming the user has the right). I want to be able to do the same for Create.html. Any help will be appreciated. Cristian. From gagel at cnc.bc.ca Tue Jul 14 12:11:47 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Tue, 14 Jul 2009 09:11:47 -0700 Subject: [rt-users] Custom Field check on ticket creation error in custom condition - help please Message-ID: <4a5cae43.c90.10bc.4245@cnc.bc.ca> I'm trying to run the following code in my custom condition #Don't bother running unless the transaction is a create. return 0 unless $self->TransactionObj->Type eq "Create"; #Don't bother running unless the custom field Urgency is URGENT. my $CustomFields = $ticket->QueueObj->TicketCustomFields(); while (my $CustomField = $CustomFields->Next()) { my $nam = $CustomField->Name; if $ticket->FirstCustomFieldValue($nam) eq "URGENT" { return 1 } else { return 0 } But I get this error logged: Scrip 12 IsApplicable failed: Global symbol "$ticket" requires explicit package name at (eval 1692) line 5. I'm obviously not getting the difference between writing a scrip and writing perl code. I'm terribly weak on both. Can someone show me what I'm doing wrong please... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel -------------- next part -------------- An HTML attachment was scrubbed... URL: From carlos.alvarez at commxinc.com Tue Jul 14 12:14:14 2009 From: carlos.alvarez at commxinc.com (Carlos A. Alvarez) Date: Tue, 14 Jul 2009 12:14:14 -0400 Subject: [rt-users] FW: Custom Scrip Help Message-ID: <5AC8540F037A0346879D10C3F9E5241E8F7B81B15C@WORF.commxinc.com> -----Original Message----- From: Carlos A. Alvarez Sent: Tuesday, July 14, 2009 12:02 PM To: 'Ruslan Zakirov' Subject: RE: Custom Scrip Help I see that thanks!... But I still can't find a place where a list of Obj are located. For example: TicketObj Owner Status TransactionObj CreatorObj Type Correspond Comment More like a reference guide, you know so we can construct valid statements. Does something like this exists or am I reaching? Guessing I would have to build a custom scrip condition like : if ( $self->TransactionObj->Type eq "Correspond" && $self->TransactionObj->CreatorObj == TicketObj->Requestor) { return 1; } else { return undef; } So only applies this Scrip when the requestor is replying to a message? Thanks for the input! -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tuesday, July 14, 2009 10:21 AM To: Carlos A. Alvarez Cc: rt-users at lists.bestpractical.com Subject: Re: Custom Scrip Help Tried the following? http://wiki.bestpractical.com/view/CustomConditionSnippets On Tue, Jul 14, 2009 at 6:18 PM, Carlos A. Alvarez wrote: > Thanks Ruslan, > > You mean instead of using the default condition "On Correspond"? ?Can you point me to a source for TicketObj options and TransactionObj options, so I can create a custom condition. ?I look everywhere I even bought the RT Essentials book and tried perdocs, and I cant find a list of Class Objects like AddCustomFieldValues, or a list of RT variables. > > Carlos > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Tuesday, July 14, 2009 5:50 AM > To: Carlos A. Alvarez > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] (no subject) > > You need condition as well. Also adding space as value is not a good > option, use DeleteCustomFieldValue method. > > On Tue, Jul 14, 2009 at 5:59 AM, Carlos A. > Alvarez wrote: >> >> >> I will like to create a scrip where the status of a ticket is automatically >> changed from open to stalled when a Owner replies to a requestor. I am using >> rt-crontool to monitor the status of the tickets and auto resolve the ticket >> after 72 hours of inactivity.? I created a custom field to monitor the >> status of the crontool, but my problem is that when the customer replies, I >> can?t rely on my techs to change the status of the ticket manually. >> >> >> >> I tried creating User Defined Scrip which works fine, exept it executes each >> time, indiscriminately. Let me try to explain, I have one script that >> changes the status from open to stalled, when a technician replies, and >> another that changed the status back to open when the customer/requestor >> replies.? I can see that both scrips are executing at the same time >> regardless of who initiated the correspondence. >> >> >> >> I know that I am missing something basic, but I don?t know what.? Can anyone >> help. >> >> >> >> Scrip 1 customer reply >> >> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' >> '); >> >> $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' '); >> >> $self->TicketObj->SetStatus("open"); >> >> return 1; >> >> >> >> Scrip 2 Owner reply >> >> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => >> 'Awaiting Customer'); >> >> $self->TicketObj->SetStatus("stalled"); >> >> return 1; >> >> >> >> Thanks? >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From kfcrocker at lbl.gov Tue Jul 14 12:24:44 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 14 Jul 2009 09:24:44 -0700 Subject: [rt-users] (no subject) In-Reply-To: <15782598-5B85-4E65-9533-3EEF46FD8A48@mimectl> References: <15782598-5B85-4E65-9533-3EEF46FD8A48@mimectl> Message-ID: <4A5CB14C.3040108@lbl.gov> Carlos, Sounds like you are creating a situation where the ticket status is constantly switched between "open" and "stalled" every time the Requestor and ticket owner communicate to each other. Seems a bit busy but hey, if that's what you want. Try something like this: *Scrip 1 - Owner reply:* /Condition: On Correspond Custom Prep Code:/ my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $corresponder_id = $trans->CreatorObj->PrincipalId; my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId; my $owner_id = $ticket->OwnerObj->PrincipalId; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = " "; my $cf_value = " "; # set new value for CF Support Status depending on who initiates correspondence if ( $corresponder_id = $requestor ) { $cf_name = "Support Status"; $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); $cf_name = "AutoClosure"; $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); $ticket->SetStatus("open"); } elseif ( $corresponder_id = $owner ) { $cf_name = "Support Status"; $cf_value = "Awaiting Customer"; $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); $ticket->SetStatus("stalled"); } return 1; /Custom Cleanup Code:/ return 1; I'm not sure the "ID" part of the code is correct, but the key is to get the Owner & Requestor ids and then compare them to the id of the person doing the correspondence and then based on those results, set your CF's and ticket status. If there is no match, then someone else is doing the correspondence and you want to stop. One scrip to handle all that for correspondence. Hope this helps. Kenn LBNL On 7/13/2009 6:59 PM, Carlos A. Alvarez wrote: > > > I will like to create a scrip where the status of a ticket is > automatically changed from open to stalled when a Owner replies to a > requestor. I am using rt-crontool to monitor the status of the tickets > and auto resolve the ticket after 72 hours of inactivity. I created a > custom field to monitor the status of the crontool, but my problem is > that when the customer replies, I can?t rely on my techs to change the > status of the ticket manually. > > > > I tried creating User Defined Scrip which works fine, exept it > executes each time, indiscriminately. Let me try to explain, I have > one script that changes the status from open to stalled, when a > technician replies, and another that changed the status back to open > when the customer/requestor replies. I can see that both scrips are > executing at the same time regardless of who initiated the > correspondence. > > > > I know that I am missing something basic, but I don?t know what. Can > anyone help. > > > > Scrip 1 customer reply > > $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value > => ' '); > > $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => > ' '); > > $self->TicketObj->SetStatus("open"); > > return 1; > > > > Scrip 2 Owner reply > > $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value > => 'Awaiting Customer'); > > $self->TicketObj->SetStatus("stalled"); > > return 1; > > > > Thanks? > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjg at soe.ucsc.edu Tue Jul 14 12:37:45 2009 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Tue, 14 Jul 2009 09:37:45 -0700 (PDT) Subject: [rt-users] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105 In-Reply-To: <946252610.169231247589440049.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <573868591.169251247589465104.JavaMail.root@mail-01.cse.ucsc.edu> Hi, I just did a fresh install of RT 3.8.4 on a clean FreeBSD 7.2 box with Apache 2.0.63 and mod_perl2-2.0.4_2,3. I imported the database from an older installation, and then did the database migration scripts, which all completed without a problem. I had to convert the tables to InnoDB manually - I guess the previous webmaster liked myISAM better. Everything seems to be working with one glaring problem: After logging in, on the screen where there should be the "top 10 unowned tickets" and all that jazz is completely blank, and when I go into "Configuration", "RT at a Glance", I get this error: Can't call method "Content" on an undefined value at /usr/local/share/rt38/html/Admin/Global/MyRT.html line 105 The HTTP error log only includes: Tue Jul 14 16:34:34 2009] [crit]: Apache2::RequestIO::rflush: (54) Connection reset by peer at /usr/local/lib/perl5/site_perl/5.8.9/HTML/Mason/ApacheHandler.pm line 1020 (/usr/local/bin/webmux.pl:165) The other functions seem to be working - I can create a ticket and search for tickets, and I can make changes to existing tickets. Any ideas on how to fix this? Thanks! Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 From raanders at cyber-office.net Tue Jul 14 12:44:23 2009 From: raanders at cyber-office.net (Roderick A. Anderson) Date: Tue, 14 Jul 2009 09:44:23 -0700 Subject: [rt-users] More Owner options for Quick Ticket creation? Message-ID: <4A5CB5E7.90900@cyber-office.net> Several of my users really like the quick ticket creation but need to assign it to someone besides themselves or Nobody. A search using Google (4 pages deep) didn't turn anything useful up. Is there a relatively easy way to make that drop-down show more/all users? Everything I found, that was close on this, looked like I'd need to change the "base" code not something in local. Pointers, ideas, clue-sticks appreciated. \\||/ Rod -- From ruslan.zakirov at gmail.com Tue Jul 14 12:44:47 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 14 Jul 2009 20:44:47 +0400 Subject: [rt-users] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105 In-Reply-To: <573868591.169251247589465104.JavaMail.root@mail-01.cse.ucsc.edu> References: <946252610.169231247589440049.JavaMail.root@mail-01.cse.ucsc.edu> <573868591.169251247589465104.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <589c94400907140944p44349fbs3decd1aad9339ff9@mail.gmail.com> broken attributes table? On Tue, Jul 14, 2009 at 8:37 PM, Tim Gustafson wrote: > Hi, > > I just did a fresh install of RT 3.8.4 on a clean FreeBSD 7.2 box with Apache 2.0.63 and mod_perl2-2.0.4_2,3. ?I imported the database from an older installation, and then did the database migration scripts, which all completed without a problem. ?I had to convert the tables to InnoDB manually - I guess the previous webmaster liked myISAM better. ?Everything seems to be working with one glaring problem: > > After logging in, on the screen where there should be the "top 10 unowned tickets" and all that jazz is completely blank, and when I go into "Configuration", "RT at a Glance", I get this error: > > Can't call method "Content" on an undefined value at /usr/local/share/rt38/html/Admin/Global/MyRT.html line 105 > > The HTTP error log only includes: > > Tue Jul 14 16:34:34 2009] [crit]: Apache2::RequestIO::rflush: (54) Connection reset by peer at /usr/local/lib/perl5/site_perl/5.8.9/HTML/Mason/ApacheHandler.pm line 1020 (/usr/local/bin/webmux.pl:165) > > The other functions seem to be working - I can create a ticket and search for tickets, and I can make changes to existing tickets. > > Any ideas on how to fix this? > > Thanks! > > Tim Gustafson > Baskin School of Engineering > UC Santa Cruz > tjg at soe.ucsc.edu > 831-459-5354 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From tjg at soe.ucsc.edu Tue Jul 14 12:46:53 2009 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Tue, 14 Jul 2009 09:46:53 -0700 (PDT) Subject: [rt-users] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105 In-Reply-To: <589c94400907140944p44349fbs3decd1aad9339ff9@mail.gmail.com> Message-ID: <867188689.169661247590013397.JavaMail.root@mail-01.cse.ucsc.edu> > broken attributes table? The table itself is fine, and it has lots of data in it - 363 rows in all. How can I tell if there's something wrong with the table data? Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 From jpierce at cambridgeenergyalliance.org Tue Jul 14 13:03:02 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 14 Jul 2009 13:03:02 -0400 Subject: [rt-users] More Owner options for Quick Ticket creation? In-Reply-To: <4A5CB5E7.90900@cyber-office.net> References: <4A5CB5E7.90900@cyber-office.net> Message-ID: Yes, either edit Elements/QuickCreate, or make a customized version in local to override. Optionally, give your variant another name to give users the option of which to use. -- Cambridge Energy Alliance: Save money. Save the planet. From justin.hayes at orbisuk.com Tue Jul 14 13:12:16 2009 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Tue, 14 Jul 2009 18:12:16 +0100 Subject: [rt-users] MakeClicky call back example doesn't seem to work (RT3.8.4) Message-ID: Hi, Has anyone tried the example MakeClicky Callback in the docs (extending_clickable_links.pod)? I've added the following as a callback as it says : <%ARGS> $types => [] $actions => {} <%INIT> my $web_path = RT->Config->Get('WebPath'); # action that takes ticket ID as argument and returns link to the ticket $actions->{'link_ticket'} = sub { my %args = @_; my $id = $args{'all_matches'}[1]; return qq{ $args{value}}; }; # add action to the list push @$types, { # name, that should be used in config to activate action name => 'short_ticket_link', # regular expression that matches text 'ticket #xxx' regex => qr{ticket\s+#(\d+)}i, # name of the action that should be applied action => 'link_ticket', }; It definitely does something, as my Ticket #1 text becomes clickable, however it links to a Display.html url with no ticket id Ticket/Display.html?id= I guess the my $id = $args{'all_matches'}[1]; bit just doesn't have a value, but this is the example in the official docs so I'm surprised it doesn't work.... Cheers, Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at orbisuk.com Tue Jul 14 14:07:02 2009 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Tue, 14 Jul 2009 19:07:02 +0100 Subject: [rt-users] MakeClicky call back example doesn't seem to work(RT3.8.4) In-Reply-To: References: Message-ID: <1758F7A0-402C-4262-A27B-ED6CBB48EA56@orbisuk.com> Also tried the following: $actions->{'bold_text'} = sub { my %args = @_; my $id = $args{'all_matches'}[1]; return qq{$id}; }; push @$types, { # name, that should be used in config to activate action name => 'bold_text', # regular expression that matches text 'ticket #xxx' regex => qr{\[b\](.*)\[\/b\]}i, # name of the action that should be applied action => 'bold_text', }; In this case return qq{$id}; gives nothing return qq{$args{value}}; returns the whole pattern matched (which obviously I don't want as I want to strip the [b][/b] tags off). So it really looks like $args{'all_matches'}[1]; etc doesn't get populated with the sub-matches in a regex like qr{\[b\](.*)\[\/b\]}i, I would expect [1] to contain the stuff in the (.*) sub-match (unless the example I'm basing mine on is wrong and I'm doing something stupid) Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com On 14 Jul 2009, at 18:12, Justin Hayes wrote: > Hi, > > Has anyone tried the example MakeClicky Callback in the docs > (extending_clickable_links.pod)? > > I've added the following as a callback as it says : > > <%ARGS> > $types => [] > $actions => {} > > <%INIT> > my $web_path = RT->Config->Get('WebPath'); > > # action that takes ticket ID as argument and returns link to the > ticket > $actions->{'link_ticket'} = sub { > my %args = @_; > my $id = $args{'all_matches'}[1]; > return qq{ > $args{value}}; > }; > > # add action to the list > push @$types, { > # name, that should be used in config to activate action > name => 'short_ticket_link', > # regular expression that matches text 'ticket #xxx' > regex => qr{ticket\s+#(\d+)}i, > # name of the action that should be applied > action => 'link_ticket', > }; > > > It definitely does something, as my Ticket #1 text becomes > clickable, however it links to a Display.html url with no ticket id > > Ticket/Display.html?id= > > I guess the my $id = $args{'all_matches'}[1]; bit just > doesn't have a value, but this is the example in the official docs > so I'm surprised it doesn't work.... > > Cheers, > > Justin > ------------------------------------------------- > Justin Hayes > Orbis Support Manager > justin.hayes at orbisuk.com > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From carlos.alvarez at commxinc.com Tue Jul 14 14:27:47 2009 From: carlos.alvarez at commxinc.com (Carlos A. Alvarez) Date: Tue, 14 Jul 2009 14:27:47 -0400 Subject: [rt-users] (no subject) In-Reply-To: <4A5CB14C.3040108@lbl.gov> References: <15782598-5B85-4E65-9533-3EEF46FD8A48@mimectl> <4A5CB14C.3040108@lbl.gov> Message-ID: <5AC8540F037A0346879D10C3F9E5241E8F7B81B15F@WORF.commxinc.com> Yes that is correct. The reason is that we monitor the status of the ticket for responses. Some of the tickets that we take are time based, ie LNP orders, so if the requestor doesn't meet the required time to response we auto resolve the ticket. The problem is leaving the status change to the owner, it doesn't always happens, and some valid tickets are being closed due to this little problem. I appreciate your help. Carlos From: Ken Crocker [mailto:kfcrocker at lbl.gov] Sent: Tuesday, July 14, 2009 12:25 PM To: Carlos A. Alvarez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] (no subject) Carlos, Sounds like you are creating a situation where the ticket status is constantly switched between "open" and "stalled" every time the Requestor and ticket owner communicate to each other. Seems a bit busy but hey, if that's what you want. Try something like this: Scrip 1 - Owner reply: Condition: On Correspond Custom Prep Code: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $corresponder_id = $trans->CreatorObj->PrincipalId; my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId; my $owner_id = $ticket->OwnerObj->PrincipalId; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = " "; my $cf_value = " "; # set new value for CF Support Status depending on who initiates correspondence if ( $corresponder_id = $requestor ) { $cf_name = "Support Status"; $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); $cf_name = "AutoClosure"; $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); $ticket->SetStatus("open"); } elseif ( $corresponder_id = $owner ) { $cf_name = "Support Status"; $cf_value = "Awaiting Customer"; $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0 ); $ticket->SetStatus("stalled"); } return 1; Custom Cleanup Code: return 1; I'm not sure the "ID" part of the code is correct, but the key is to get the Owner & Requestor ids and then compare them to the id of the person doing the correspondence and then based on those results, set your CF's and ticket status. If there is no match, then someone else is doing the correspondence and you want to stop. One scrip to handle all that for correspondence. Hope this helps. Kenn LBNL On 7/13/2009 6:59 PM, Carlos A. Alvarez wrote: I will like to create a scrip where the status of a ticket is automatically changed from open to stalled when a Owner replies to a requestor. I am using rt-crontool to monitor the status of the tickets and auto resolve the ticket after 72 hours of inactivity. I created a custom field to monitor the status of the crontool, but my problem is that when the customer replies, I can't rely on my techs to change the status of the ticket manually. I tried creating User Defined Scrip which works fine, exept it executes each time, indiscriminately. Let me try to explain, I have one script that changes the status from open to stalled, when a technician replies, and another that changed the status back to open when the customer/requestor replies. I can see that both scrips are executing at the same time regardless of who initiated the correspondence. I know that I am missing something basic, but I don't know what. Can anyone help. Scrip 1 customer reply $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' '); $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' '); $self->TicketObj->SetStatus("open"); return 1; Scrip 2 Owner reply $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => 'Awaiting Customer'); $self->TicketObj->SetStatus("stalled"); return 1; Thanks... ________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From raanders at cyber-office.net Tue Jul 14 14:49:10 2009 From: raanders at cyber-office.net (Roderick A. Anderson) Date: Tue, 14 Jul 2009 11:49:10 -0700 Subject: [rt-users] More Owner options for Quick Ticket creation? In-Reply-To: References: <4A5CB5E7.90900@cyber-office.net> Message-ID: <4A5CD326.7070708@cyber-office.net> Jerrad Pierce wrote: > Yes, either edit Elements/QuickCreate, or make a > customized version in local to override. Optionally, > give your variant another name to give users the option > of which to use. Thanks. I'll have to do some more research since it looks like two different markup/Mason styles/systems were used. I.E. a copy-paste from Create.html (CreateTicket) didn't fly. :-( \\||/ Rod -- > From falcone at bestpractical.com Tue Jul 14 14:54:38 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jul 2009 14:54:38 -0400 Subject: [rt-users] More Owner options for Quick Ticket creation? In-Reply-To: <4A5CD326.7070708@cyber-office.net> References: <4A5CB5E7.90900@cyber-office.net> <4A5CD326.7070708@cyber-office.net> Message-ID: <20090714185438.GE488@jibsheet.com> On Tue, Jul 14, 2009 at 11:49:10AM -0700, Roderick A. Anderson wrote: > Jerrad Pierce wrote: > > Yes, either edit Elements/QuickCreate, or make a > > customized version in local to override. Optionally, > > give your variant another name to give users the option > > of which to use. > > I'll have to do some more research since it looks like two different > markup/Mason styles/systems were used. I.E. a copy-paste from > Create.html (CreateTicket) didn't fly. :-( In Create.html, the code knows what Queue you're in so it can find users who are allowed to own tickets in that Queue. QuickCreate doesn't know what Queue you're going to pick, so it can't display users unless you're granting global OwnTicket rights. If that is the case, you can call SelectOwner and pass it $RT::System. If you need to do queue level Ownership, you'll need to write some JS to populate the owner dropdown after the Queue is selected -kevin From pboguszewski at library.wisc.edu Tue Jul 14 16:00:49 2009 From: pboguszewski at library.wisc.edu (Peter Boguszewski) Date: Tue, 14 Jul 2009 15:00:49 -0500 Subject: [rt-users] Pubcookie auth In-Reply-To: <4A5C70EB.5000900@jennic.com> References: <4A5BA04E.1050505@library.wisc.edu> <4A5C70EB.5000900@jennic.com> Message-ID: <4A5CE3F1.9040306@library.wisc.edu> Sorry about the lack of information. Here is the story. I have pubcookie installed and working with apache. I have Ubuntu 8.10.3 installed and RT 3.8.4 installed - both work. I installed RT::Authen::ExternalAuth via cpan successfully (shows up under the plugins dir). I then add Set(@Plugins,(qw(RT::Authen::ExternalAuth))); to my RT_SiteConfig.pm and apache2 goes boom. I get this error in the apache log: [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server xxxxxxxx:0, exiting... I am no perl wizard so I am sure I am just doing something stupid. Again, I remove the plugin from RT_SiteConfig.pm and it works. I am just missing something? Pete On 7/14/2009 6:50 AM, Mike Peachey wrote: > Mon 13 Jul 2009 21:59:58 GMT > Peter Boguszewski wrote: > >> Hello all, >> I am trying to implement pubcookie authentication with mysql >> authorization. I could use some help. I am wondering if there is more >> information out there than the wiki and the example file in >> local/plugins/RT-Authen-ExternalAuth? I am running version 3.8.4 and >> have the authentication working before local authorization. I am trying >> to figure out how to have RT pull information from the cookie and use >> it. Any direction is appreciated. >> > > You need to be a little more clear. ExternalAuth already has that code > built in. The code itself is in Cookie.pm. You just need to configure RT > to use it. > -- _____________________________________ Peter Boguszewski Library Systems Administrator UW Madison - Library Technology Group pboguszewski at library.wisc.edu 608.262.4768 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jul 14 16:14:12 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jul 2009 16:14:12 -0400 Subject: [rt-users] MakeClicky call back example doesn't seem to work (RT3.8.4) In-Reply-To: References: Message-ID: <20090714201412.GF488@jibsheet.com> On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote: > Hi, > Has anyone tried the example MakeClicky Callback in the docs (extending_clickable_links.pod)? > I've added the following as a callback as it says : I just tried with your code and with the code copied from pod and it worked for me without any tweaking (RT 3.8.4). I suggest you add the following piece of debugging and see what you get. Otherwise you're going to need to instrument MakeClicky itself. You don't mention your RT version of your perl version, both of which might be interesting. -kevin > <%ARGS> > $types => [] > $actions => {} > > <%INIT> > my $web_path = RT->Config->Get('WebPath'); > # action that takes ticket ID as argument and returns link to the ticket > $actions->{'link_ticket'} = sub { > my %args = @_; use Data::Dumper; $RT::Logger->error(Dumper \%args); > my $id = $args{'all_matches'}[1]; > return qq{$args{value}}; > }; > # add action to the list > push @$types, { > # name, that should be used in config to activate action > name => 'short_ticket_link', > # regular expression that matches text 'ticket #xxx' > regex => qr{ticket\s+#(\d+)}i, > # name of the action that should be applied > action => 'link_ticket', > }; > From justin.hayes at orbisuk.com Tue Jul 14 16:47:49 2009 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Tue, 14 Jul 2009 21:47:49 +0100 Subject: [rt-users] MakeClicky call back example doesn't seem to work (RT3.8.4) In-Reply-To: <20090714201412.GF488@jibsheet.com> References: <20090714201412.GF488@jibsheet.com> Message-ID: <723121EC-1FCD-42F4-84F9-29CFC29008A1@orbisuk.com> Thanks Kevin. RT version is 3.8.4 as given in the subject of my mail. Perl is 5.10.0 I believe. I'll try adding that debug and see what I get. Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com On 14 Jul 2009, at 21:14, Kevin Falcone wrote: > On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote: >> Hi, >> Has anyone tried the example MakeClicky Callback in the docs >> (extending_clickable_links.pod)? >> I've added the following as a callback as it says : > > I just tried with your code and with the code copied from pod and it > worked for me without any tweaking (RT 3.8.4). I suggest you add the > following piece of debugging and see what you get. Otherwise you're > going to need to instrument MakeClicky itself. > > You don't mention your RT version of your perl version, both of which > might be interesting. > > -kevin > >> <%ARGS> >> $types => [] >> $actions => {} >> >> <%INIT> >> my $web_path = RT->Config->Get('WebPath'); >> # action that takes ticket ID as argument and returns link to >> the ticket >> $actions->{'link_ticket'} = sub { >> my %args = @_; > use Data::Dumper; $RT::Logger->error(Dumper \%args); >> my $id = $args{'all_matches'}[1]; >> return qq{ >> $args{value}}; >> }; >> # add action to the list >> push @$types, { >> # name, that should be used in config to activate action >> name => 'short_ticket_link', >> # regular expression that matches text 'ticket #xxx' >> regex => qr{ticket\s+#(\d+)}i, >> # name of the action that should be applied >> action => 'link_ticket', >> }; >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 chobbs at siloamsprings.com Tue Jul 14 16:28:30 2009 From: chobbs at siloamsprings.com (Christopher M. Hobbs) Date: Tue, 14 Jul 2009 15:28:30 -0500 Subject: [rt-users] highlight reminders? Message-ID: <20090714202829.GA8838@SS002.siloamsprings.com> Is it possible to change the color of the reminders section or highlight it in the 'RT at a glance' screen? I'm afraid this might fall under a stylesheet/template category, but I thought I'd ask anyway. Thanks a ton! -- Christopher M. Hobbs [chobbs at siloamsprings.com] Network Administrator, City of Siloam Springs From justin.hayes at orbisuk.com Tue Jul 14 16:53:30 2009 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Tue, 14 Jul 2009 21:53:30 +0100 Subject: [rt-users] MakeClicky call back example doesn't seem to work (RT3.8.4) In-Reply-To: <20090714201412.GF488@jibsheet.com> References: <20090714201412.GF488@jibsheet.com> Message-ID: <2C931D77-E857-4104-8FA0-34C05F96ABD4@orbisuk.com> Here's the output from that debug you suggested adding: Jul 14 21:50:42 cetus RT: $VAR1 = { 'all_matches' => [ 'Ticket #1', undef, undef, undef, undef, undef, undef, undef, undef ], 'Message' => [ { 'text' => 'Ticket #1 [b]this is bold[/b]', 'empty' => '', 'quoter' => '', 'raw' => 'Ticket #1 [b]this is bold[/b]' }, { 'text' => '---------------------------------------------', 'empty' => '', 'quoter' => '', 'raw' => '---------------------------------------------' ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com On 14 Jul 2009, at 21:14, Kevin Falcone wrote: > On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote: >> Hi, >> Has anyone tried the example MakeClicky Callback in the docs >> (extending_clickable_links.pod)? >> I've added the following as a callback as it says : > > I just tried with your code and with the code copied from pod and it > worked for me without any tweaking (RT 3.8.4). I suggest you add the > following piece of debugging and see what you get. Otherwise you're > going to need to instrument MakeClicky itself. > > You don't mention your RT version of your perl version, both of which > might be interesting. > > -kevin > >> <%ARGS> >> $types => [] >> $actions => {} >> >> <%INIT> >> my $web_path = RT->Config->Get('WebPath'); >> # action that takes ticket ID as argument and returns link to >> the ticket >> $actions->{'link_ticket'} = sub { >> my %args = @_; > use Data::Dumper; $RT::Logger->error(Dumper \%args); >> my $id = $args{'all_matches'}[1]; >> return qq{ >> $args{value}}; >> }; >> # add action to the list >> push @$types, { >> # name, that should be used in config to activate action >> name => 'short_ticket_link', >> # regular expression that matches text 'ticket #xxx' >> regex => qr{ticket\s+#(\d+)}i, >> # name of the action that should be applied >> action => 'link_ticket', >> }; >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ruslan.zakirov at gmail.com Tue Jul 14 17:40:22 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 15 Jul 2009 01:40:22 +0400 Subject: [rt-users] MakeClicky call back example doesn't seem to work (RT3.8.4) In-Reply-To: <2C931D77-E857-4104-8FA0-34C05F96ABD4@orbisuk.com> References: <20090714201412.GF488@jibsheet.com> <2C931D77-E857-4104-8FA0-34C05F96ABD4@orbisuk.com> Message-ID: <589c94400907141440p6dce9248g91c7eb79db7c3e88@mail.gmail.com> Try attached patch. Don't forget to flush mason cache and send us feedback. On Wed, Jul 15, 2009 at 12:53 AM, Justin Hayes wrote: > Here's the output from that debug you suggested adding: > > Jul 14 21:50:42 cetus RT: $VAR1 = { > ? ? ? ? ? ?'all_matches' => [ > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'Ticket #1', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? undef, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? undef, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? undef, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? undef, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? undef, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? undef, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? undef, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? undef > ? ? ? ? ? ? ? ? ? ? ? ? ? ?], > ? ? ? ? ? ?'Message' => [ > ? ? ? ? ? ? ? ? ? ? ? ? ?{ > ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'text' => 'Ticket #1 ?[b]this is bold[/b]', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'empty' => '', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'quoter' => '', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'raw' => 'Ticket #1 ?[b]this is bold[/b]' > ? ? ? ? ? ? ? ? ? ? ? ? ? }, > ? ? ? ? ? ? ? ? ? ? ? ? ? { > ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'text' => > '---------------------------------------------', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'empty' => '', > ? ? ? ? ? ? ? ? ? ? ? ? ? ?'quoter' => '', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? 'raw' => > '---------------------------------------------' > > > ------------------------------------------------- > Justin Hayes > Orbis Support Manager > justin.hayes at orbisuk.com > > > > > On 14 Jul 2009, at 21:14, Kevin Falcone wrote: > >> On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote: >>> ? Hi, >>> ? Has anyone tried the example MakeClicky Callback in the docs >>> (extending_clickable_links.pod)? >>> ? I've added the following as a callback as it says : >> >> I just tried with your code and with the code copied from pod and it >> worked for me without any tweaking (RT 3.8.4). ?I suggest you add the >> following piece of debugging and see what you get. ?Otherwise you're >> going to need to instrument MakeClicky itself. >> >> You don't mention your RT version of your perl version, both of which >> might be interesting. >> >> -kevin >> >>> ? ?<%ARGS> >>> ? ? $types ? => [] >>> ? ? $actions => {} >>> ? ? >>> ? ? <%INIT> >>> ? ? my $web_path = RT->Config->Get('WebPath'); >>> ? ? # action that takes ticket ID as argument and returns link to >>> the ticket >>> ? ? $actions->{'link_ticket'} = sub { >>> ? ? ? ? my %args = @_; >> use Data::Dumper; $RT::Logger->error(Dumper \%args); >>> ? ? ? ? my $id = $args{'all_matches'}[1]; >>> ? ? ? ? return qq{ >>> $args{value}}; >>> ? ? }; >>> ? ? # add action to the list >>> ? ? push @$types, { >>> ? ? ? ? # name, that should be used in config to activate action >>> ? ? ? ? name ? => 'short_ticket_link', >>> ? ? ? ? # regular expression that matches text 'ticket #xxx' >>> ? ? ? ? regex ?=> qr{ticket\s+#(\d+)}i, >>> ? ? ? ? # name of the action that should be applied >>> ? ? ? ? action => 'link_ticket', >>> ? ? }; >>> ? ? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-3.8.4-make_click_all_matches.patch Type: application/octet-stream Size: 553 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jul 14 17:43:17 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jul 2009 17:43:17 -0400 Subject: [rt-users] MakeClicky call back example doesn't seem to work (RT3.8.4) In-Reply-To: <2C931D77-E857-4104-8FA0-34C05F96ABD4@orbisuk.com> References: <20090714201412.GF488@jibsheet.com> <2C931D77-E857-4104-8FA0-34C05F96ABD4@orbisuk.com> Message-ID: <20090714214317.GC450@jibsheet.com> On Tue, Jul 14, 2009 at 09:53:30PM +0100, Justin Hayes wrote: > Here's the output from that debug you suggested adding: My colleage suspects you're running into a bug where the other two MakeClicky extensions are clobbering captures. You didn't mention having them enabled, so I was testing without them. He may followup with a patch to try -kevin > > Jul 14 21:50:42 cetus RT: $VAR1 = { > 'all_matches' => [ > 'Ticket #1', > undef, > undef, > undef, > undef, > undef, > undef, > undef, > undef > ], > 'Message' => [ > { > 'text' => 'Ticket #1 [b]this is bold[/b]', > 'empty' => '', > 'quoter' => '', > 'raw' => 'Ticket #1 [b]this is bold[/b]' > }, > { > 'text' => > '---------------------------------------------', > 'empty' => '', > 'quoter' => '', > 'raw' => > '---------------------------------------------' > > > ------------------------------------------------- > Justin Hayes > Orbis Support Manager > justin.hayes at orbisuk.com > > > > > On 14 Jul 2009, at 21:14, Kevin Falcone wrote: > > >On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote: > >> Hi, > >> Has anyone tried the example MakeClicky Callback in the docs > >>(extending_clickable_links.pod)? > >> I've added the following as a callback as it says : > > > >I just tried with your code and with the code copied from pod and it > >worked for me without any tweaking (RT 3.8.4). I suggest you add the > >following piece of debugging and see what you get. Otherwise you're > >going to need to instrument MakeClicky itself. > > > >You don't mention your RT version of your perl version, both of which > >might be interesting. > > > >-kevin > > > >> <%ARGS> > >> $types => [] > >> $actions => {} > >> > >> <%INIT> > >> my $web_path = RT->Config->Get('WebPath'); > >> # action that takes ticket ID as argument and returns link > >>to the ticket > >> $actions->{'link_ticket'} = sub { > >> my %args = @_; > >use Data::Dumper; $RT::Logger->error(Dumper \%args); > >> my $id = $args{'all_matches'}[1]; > >> return qq{ >>href="$web_path/Ticket/Display.html?id=$id">$args{value}}; > >> }; > >> # add action to the list > >> push @$types, { > >> # name, that should be used in config to activate action > >> name => 'short_ticket_link', > >> # regular expression that matches text 'ticket #xxx' > >> regex => qr{ticket\s+#(\d+)}i, > >> # name of the action that should be applied > >> action => 'link_ticket', > >> }; > >> > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >Buy a copy at http://rtbook.bestpractical.com > From echatham at broadvox.com Tue Jul 14 17:41:37 2009 From: echatham at broadvox.com (Eric Chatham) Date: Tue, 14 Jul 2009 17:41:37 -0400 Subject: [rt-users] I am unable to use LDAP Message-ID: <4ABA3E162F60624A949503A7F960245EB176E03BA7@CLEHBEXMS01.broadvox.local> Hello, I have had some problem getting LDAP to work on my version of RT. I am running RT version 3.8.2 and the version of RT::Authen::ExternalAuth I installed via CPAN is 0.08. RT is installed on a CentOS 5.1 OS. I tried using some examples from a Google search to try and modify RT_SiteConfig.pm, but when I try to log into the RT Webpage (with an LDAP user), it fails. Beforehand, I did create the user as a "user" in RT, but left the password blank. Should I set a user up in RT first before trying to log the user into RT? Here is an example of my RT_SiteConfig.pm settings. Everytime I try to log in with an LDAP user, I get "Your username or password is incorrect." Can I setup a log file to track this as well? Please help and thank you for any assistance. # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # Set( $rtname, 'example.com'); # Set(@Plugins,(qw(Extension::QuickDelete))); # Set($WebPath, "/rt3"); Set($rtname, "broadvox.local"); Set($Organization, 'broadvox.local'); # Set($CorrespondAddress, 'echatham at broadvox.net'); # Set($CommentAddress, 'echatham at infotelecom.us'); Set($Timezone, 'US/Eastern'); # Set($WebBaseURL, 'http://rt.broadvox.local/'); Set(@Plugins,(qw(RT::Authen::ExternalAuth))); # Debugging Set($LogToSyslog, 'info'); Set($LogStackTraces, 'debug'); # Database # Set($DatabaseType, 'mysql'); # Set($DatabaseUser, 'rt_user'); # Set($DatabasePassword, 'rt_pass'); # Set($DatabaseRTHost, 'localhost'); # External Authentication Set($ExternalAuthPriority, ['My_LDAP']); # LDAP Set($ExternalSettings, {'My_LDAP' => {'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'clehbdc01.broadvox.local', 'user' => 'secmanager', 'pass' => '', 'port' => '389', 'base' => 'ou=USA,dc=broadvox,dc=local', 'filter' => '(objectclass=user)', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], 'attr_map' => {'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Orginazation' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthID' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co'} } }); 1; Eric Chatham MIS Department Phone: (216) 373-4683 Fax: (216) 373-4669 echatham at broadvox.com [cid:image001.gif at 01CA04A9.1E0D6960] ________________________________ CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 2381 bytes Desc: image001.gif URL: From gagel at cnc.bc.ca Tue Jul 14 17:55:49 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Tue, 14 Jul 2009 14:55:49 -0700 Subject: [rt-users] I am unable to use LDAP Message-ID: <4a5cfee5.c90.1378.2ad5@cnc.bc.ca> Eric, I'll work off line with you. I have just finished setting mine up and we are using the same version of RT (3.8.2). Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: [rt-users] I am unable to use LDAP From: Eric Chatham To: rt-users at lists.bestpractical.com Date: 07/14/2009 2:47 PM Hello, I have had some problem getting LDAP to work on my version of RT. I am running RT version 3.8.2 and the version of RT::Authen::ExternalAuth I installed via CPAN is 0.08. RT is installed on a CentOS 5.1 OS. I tried using some examples from a Google search to try and modify RT_SiteConfig.pm, but when I try to log into the RT Webpage (with an LDAP user), it fails. Beforehand, I did create the user as a ?user? in RT, but left the password blank. Should I set a user up in RT first before trying to log the user into RT? Here is an example of my RT_SiteConfig.pm settings. Everytime I try to log in with an LDAP user, I get ?Your username or password is incorrect.? Can I setup a log file to track this as well? Please help and thank you for any assistance. # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # Set( $rtname, 'example.com'); # Set(@Plugins,(qw(Extension::QuickDelete))); # Set($WebPath, "/rt3"); Set($rtname, "broadvox.local"); Set($Organization, 'broadvox.local'); # Set($CorrespondAddress, 'echatham at broadvox.net'); # Set($CommentAddress, 'echatham at infotelecom.us'); Set($Timezone, 'US/Eastern'); # Set($WebBaseURL, 'http://rt.broadvox.local/'); Set(@Plugins,(qw(RT::Authen::ExternalAuth))); # Debugging Set($LogToSyslog, 'info'); Set($LogStackTraces, 'debug'); # Database # Set($DatabaseType, 'mysql'); # Set($DatabaseUser, 'rt_user'); # Set($DatabasePassword, 'rt_pass'); # Set($DatabaseRTHost, 'localhost'); # External Authentication Set($ExternalAuthPriority, ['My_LDAP']); # LDAP Set($ExternalSettings, {'My_LDAP' => {'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'clehbdc01.broadvox.local', 'user' => 'secmanager', 'pass' => '', 'port' => '389', 'base' => 'ou=USA,dc=broadvox,dc=local', 'filter' => '(objectclass=user)', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2' ], 'attr_map' => {'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Orginazation' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthID' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co'} } }); 1; Eric Chatham MIS Department Phone: (216) 373-4683 Fax: (216) 373-4669 echatham at broadvox.com CONFIDENTIAL. This e-mail and any attached files are confidential and should be destroyed and/or returned if you are not the intended and proper recipient. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Tue Jul 14 18:01:28 2009 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 14 Jul 2009 15:01:28 -0700 Subject: [rt-users] I am unable to use LDAP In-Reply-To: <4ABA3E162F60624A949503A7F960245EB176E03BA7@CLEHBEXMS01.broadvox.local> Message-ID: On 7/14/09 2:41 PM, "Eric Chatham" wrote: > Hello, > > I have had some problem getting LDAP to work on my version of RT. I am > running RT version 3.8.2 and the version of RT::Authen::ExternalAuth I > installed via CPAN is 0.08. RT is installed on a CentOS 5.1 OS. I tried > using some examples from a Google search to try and modify RT_SiteConfig.pm, > but when I try to log into the RT Webpage (with an LDAP user), it fails. > Beforehand, I did create the user as a ?user? in RT, but left the password > blank. Should I set a user up in RT first before trying to log the user into > RT? Here is an example of my RT_SiteConfig.pm settings. Everytime I try to > log in with an LDAP user, I get ?Your username or password is incorrect.? Can > I setup a log file to track this as well? Please help and thank you for any > assistance. [snip config] Are you using OpenLDAP, or Active Directory? The configuration you have is for AD and won't work for OpenLDAP. Also, if you have to bind for the directory access, you need to put in the complete Distinguished Name for it, eg: CN=secmanager,OU=USA,DC=broadvox,DC=local -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From change+lists.rt at nightwind.net Tue Jul 14 18:59:27 2009 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Tue, 14 Jul 2009 15:59:27 -0700 Subject: [rt-users] RT slow first thing in the morning Message-ID: <1247612367.17528.1325079001@webmail.messagingengine.com> I've had complaints that RT is slow first thing in the morning. What appears to be happening is that logrotate reloads apache early in the morning, and this also causes our RT FastCGI instances to reload. For some reason, the first request each FastCGI process serves takes a long time (loading data/config/caches and such I assume). All requests served after that respond normally. Is there a way to get RT FastCGI processes to pre-load/pre-cache whatever they need when they start, so they're ready to serve that first request quickly? Debian 5.0, Apache 2.2.9, mod_fastcgi 2.4.6, RT 3.8.2 installed from source. From tjg at soe.ucsc.edu Tue Jul 14 19:19:18 2009 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Tue, 14 Jul 2009 16:19:18 -0700 (PDT) Subject: [rt-users] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105 In-Reply-To: <867188689.169661247590013397.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <1587164056.182711247613558065.JavaMail.root@mail-01.cse.ucsc.edu> Has anyone got any other suggestions or clues about my broken "RT at a Glance" page? Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 From falcone at bestpractical.com Tue Jul 14 20:01:22 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jul 2009 20:01:22 -0400 Subject: [rt-users] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105 In-Reply-To: <867188689.169661247590013397.JavaMail.root@mail-01.cse.ucsc.edu> References: <589c94400907140944p44349fbs3decd1aad9339ff9@mail.gmail.com> <867188689.169661247590013397.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <20090715000122.GA52903@jibsheet.com> On Tue, Jul 14, 2009 at 09:46:53AM -0700, Tim Gustafson wrote: > > broken attributes table? > > The table itself is fine, and it has lots of data in it - 363 rows in all. How can I tell if there's something wrong with the table data? Look for an Attribute named HomepageSettings and find out why it isn't loading -kevin From tjg at soe.ucsc.edu Tue Jul 14 20:09:11 2009 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Tue, 14 Jul 2009 17:09:11 -0700 (PDT) Subject: [rt-users] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105 In-Reply-To: <20090715000122.GA52903@jibsheet.com> Message-ID: <886918822.183811247616551699.JavaMail.root@mail-01.cse.ucsc.edu> > Look for an Attribute named HomepageSettings and find > out why it isn't loading Thanks, I think that's what I'm missing. I don't have that row in my attributes table. I looked in the initial load script and it seems that the data gets somehow bae64-encoded in that database. Can anyone provide the base64 data for a "Default" installation for me? Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 From falcone at bestpractical.com Tue Jul 14 20:16:05 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 14 Jul 2009 20:16:05 -0400 Subject: [rt-users] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105 In-Reply-To: <886918822.183811247616551699.JavaMail.root@mail-01.cse.ucsc.edu> References: <20090715000122.GA52903@jibsheet.com> <886918822.183811247616551699.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <20090715001605.GA53793@jibsheet.com> On Tue, Jul 14, 2009 at 05:09:11PM -0700, Tim Gustafson wrote: > > Look for an Attribute named HomepageSettings and find out why it > > isn't loading > > Thanks, I think that's what I'm missing. > > I don't have that row in my attributes table. I looked in the > initial load script and it seems that the data gets somehow > bae64-encoded in that database. Can anyone provide the base64 data > for a "Default" installation for me? It sounds like you didn't run all the database upgrade scripts, so I'd start there and figure out what else was missed. -kevin From tjg at soe.ucsc.edu Tue Jul 14 20:32:47 2009 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Tue, 14 Jul 2009 17:32:47 -0700 (PDT) Subject: [rt-users] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105 In-Reply-To: <20090715001605.GA53793@jibsheet.com> Message-ID: <1540110931.184071247617967000.JavaMail.root@mail-01.cse.ucsc.edu> > It sounds like you didn't run all the database upgrade > scripts, so I'd start there and figure out what else was > missed. You know... When I did the "test" upgrade from my production box to a "dev" box, I did all the schema upgrades, and I even included them in my upgrade notes file. And I distinctly remember this morning when I started this whole thing seeing them in my notes, and then skipping right over them and selecting the next step... :( Thanks - it's working now that I've applied the schema updates. Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 From justin.hayes at orbisuk.com Wed Jul 15 02:18:28 2009 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Wed, 15 Jul 2009 07:18:28 +0100 Subject: [rt-users] MakeClicky call back example doesn't seem to work (RT3.8.4) In-Reply-To: <20090714214317.GC450@jibsheet.com> References: <20090714201412.GF488@jibsheet.com><2C931D77-E857-4104-8FA0-34C05F96ABD4@orbisuk.com> <20090714214317.GC450@jibsheet.com> Message-ID: Ah that might be it - I have got the httpurl one turned on as well. I've got the patch and will let you know how it goes. Thanks again! Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com On 14 Jul 2009, at 22:43, Kevin Falcone wrote: > On Tue, Jul 14, 2009 at 09:53:30PM +0100, Justin Hayes wrote: >> Here's the output from that debug you suggested adding: > > My colleage suspects you're running into a bug where the other > two MakeClicky extensions are clobbering captures. > You didn't mention having them enabled, so I was testing without them. > > He may followup with a patch to try > > -kevin > >> >> Jul 14 21:50:42 cetus RT: $VAR1 = { >> 'all_matches' => [ >> 'Ticket #1', >> undef, >> undef, >> undef, >> undef, >> undef, >> undef, >> undef, >> undef >> ], >> 'Message' => [ >> { >> 'text' => 'Ticket #1 [b]this is bold[/ >> b]', >> 'empty' => '', >> 'quoter' => '', >> 'raw' => 'Ticket #1 [b]this is bold[/b]' >> }, >> { >> 'text' => >> '---------------------------------------------', >> 'empty' => '', >> 'quoter' => '', >> 'raw' => >> '---------------------------------------------' >> >> >> ------------------------------------------------- >> Justin Hayes >> Orbis Support Manager >> justin.hayes at orbisuk.com >> >> >> >> >> On 14 Jul 2009, at 21:14, Kevin Falcone wrote: >> >>> On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote: >>>> Hi, >>>> Has anyone tried the example MakeClicky Callback in the docs >>>> (extending_clickable_links.pod)? >>>> I've added the following as a callback as it says : >>> >>> I just tried with your code and with the code copied from pod and it >>> worked for me without any tweaking (RT 3.8.4). I suggest you add >>> the >>> following piece of debugging and see what you get. Otherwise you're >>> going to need to instrument MakeClicky itself. >>> >>> You don't mention your RT version of your perl version, both of >>> which >>> might be interesting. >>> >>> -kevin >>> >>>> <%ARGS> >>>> $types => [] >>>> $actions => {} >>>> >>>> <%INIT> >>>> my $web_path = RT->Config->Get('WebPath'); >>>> # action that takes ticket ID as argument and returns link >>>> to the ticket >>>> $actions->{'link_ticket'} = sub { >>>> my %args = @_; >>> use Data::Dumper; $RT::Logger->error(Dumper \%args); >>>> my $id = $args{'all_matches'}[1]; >>>> return qq{>>> href="$web_path/Ticket/Display.html?id=$id">$args{value}}; >>>> }; >>>> # add action to the list >>>> push @$types, { >>>> # name, that should be used in config to activate action >>>> name => 'short_ticket_link', >>>> # regular expression that matches text 'ticket #xxx' >>>> regex => qr{ticket\s+#(\d+)}i, >>>> # name of the action that should be applied >>>> action => 'link_ticket', >>>> }; >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 justin.hayes at orbisuk.com Wed Jul 15 03:16:01 2009 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Wed, 15 Jul 2009 08:16:01 +0100 Subject: [rt-users] MakeClicky call back example doesn't seem to work (RT3.8.4) In-Reply-To: <589c94400907141440p6dce9248g91c7eb79db7c3e88@mail.gmail.com> References: <20090714201412.GF488@jibsheet.com> <2C931D77-E857-4104-8FA0-34C05F96ABD4@orbisuk.com> <589c94400907141440p6dce9248g91c7eb79db7c3e88@mail.gmail.com> Message-ID: <801484B5-7024-43CB-9DE0-2916655B5B8C@orbisuk.com> Works great. Thanks very much for fixing this so quickly!! Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com On 14 Jul 2009, at 22:40, Ruslan Zakirov wrote: > Try attached patch. Don't forget to flush mason cache and send us > feedback. > > On Wed, Jul 15, 2009 at 12:53 AM, Justin Hayes > wrote: >> Here's the output from that debug you suggested adding: >> >> Jul 14 21:50:42 cetus RT: $VAR1 = { >> 'all_matches' => [ >> 'Ticket #1', >> undef, >> undef, >> undef, >> undef, >> undef, >> undef, >> undef, >> undef >> ], >> 'Message' => [ >> { >> 'text' => 'Ticket #1 [b]this is bold[/ >> b]', >> 'empty' => '', >> 'quoter' => '', >> 'raw' => 'Ticket #1 [b]this is bold[/b]' >> }, >> { >> 'text' => >> '---------------------------------------------', >> 'empty' => '', >> 'quoter' => '', >> 'raw' => >> '---------------------------------------------' >> >> >> ------------------------------------------------- >> Justin Hayes >> Orbis Support Manager >> justin.hayes at orbisuk.com >> >> >> >> >> On 14 Jul 2009, at 21:14, Kevin Falcone wrote: >> >>> On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote: >>>> Hi, >>>> Has anyone tried the example MakeClicky Callback in the docs >>>> (extending_clickable_links.pod)? >>>> I've added the following as a callback as it says : >>> >>> I just tried with your code and with the code copied from pod and it >>> worked for me without any tweaking (RT 3.8.4). I suggest you add >>> the >>> following piece of debugging and see what you get. Otherwise you're >>> going to need to instrument MakeClicky itself. >>> >>> You don't mention your RT version of your perl version, both of >>> which >>> might be interesting. >>> >>> -kevin >>> >>>> <%ARGS> >>>> $types => [] >>>> $actions => {} >>>> >>>> <%INIT> >>>> my $web_path = RT->Config->Get('WebPath'); >>>> # action that takes ticket ID as argument and returns link to >>>> the ticket >>>> $actions->{'link_ticket'} = sub { >>>> my %args = @_; >>> use Data::Dumper; $RT::Logger->error(Dumper \%args); >>>> my $id = $args{'all_matches'}[1]; >>>> return qq{ >>>> $args{value}}; >>>> }; >>>> # add action to the list >>>> push @$types, { >>>> # name, that should be used in config to activate action >>>> name => 'short_ticket_link', >>>> # regular expression that matches text 'ticket #xxx' >>>> regex => qr{ticket\s+#(\d+)}i, >>>> # name of the action that should be applied >>>> action => 'link_ticket', >>>> }; >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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. > *** NDS UK IT scanned this email for malicious content *** > *** IMPORTANT: Do not open attachments from unrecognized senders *** > From sven.sternberger at desy.de Wed Jul 15 04:39:28 2009 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 15 Jul 2009 10:39:28 +0200 Subject: [rt-users] Strange NoAuth image problems! Message-ID: <1247647168.32694.14.camel@zitpcx6759> Hello! RT 3.8.4 Apache 2.2 modperl 2.0.4 I realized that the images which are under /NoAuth/images were broken. When I tried the Image-Url directly I got: Can't locate object method "SendStaticFile" via package "RT::Interface::Web" at /opt/rt3/share/html/NoAuth/images/autohandler line 6. Than I added "Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images" (from: http://wiki.bestpractical.com/view/ApacheConfig) which gave me an RT Error Page for the image link. Than I found the posting " Custom logo broken. Does share/html/NoAuth/images/autohandler do the right thing?" And indeed after change the order of two "locations" and remove the alias. It seems now to work. Is this the right way? regards sven Here my apache config: ServerName xxx DocumentRoot /opt/rt3/share/html #Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlModule Apache2::RequestRec PerlRequire "/opt/rt3/bin/webmux.pl" SetHandler perl-script PerlResponseHandler RT::Mason ... auth stuff ... SetHandler default From mike.peachey at jennic.com Wed Jul 15 05:18:14 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 15 Jul 2009 10:18:14 +0100 Subject: [rt-users] I am unable to use LDAP In-Reply-To: References: Message-ID: <4A5D9ED6.6020401@jennic.com> Tue 14 Jul 2009 23:01:28 GMT Gary Greene wrote: > On 7/14/09 2:41 PM, "Eric Chatham" wrote: >> Hello, >> >> I have had some problem getting LDAP to work on my version of RT. I am >> running RT version 3.8.2 and the version of RT::Authen::ExternalAuth I >> installed via CPAN is 0.08. RT is installed on a CentOS 5.1 OS. I tried >> using some examples from a Google search to try and modify RT_SiteConfig.pm, >> but when I try to log into the RT Webpage (with an LDAP user), it fails. >> Beforehand, I did create the user as a ?user? in RT, but left the password >> blank. Should I set a user up in RT first before trying to log the user into >> RT? Here is an example of my RT_SiteConfig.pm settings. Everytime I try to >> log in with an LDAP user, I get ?Your username or password is incorrect.? Can >> I setup a log file to track this as well? Please help and thank you for any >> assistance. > [snip config] > > Are you using OpenLDAP, or Active Directory? The configuration you have is > for AD and won't work for OpenLDAP. > > Also, if you have to bind for the directory access, you need to put in the > complete Distinguished Name for it, eg: > > CN=secmanager,OU=USA,DC=broadvox,DC=local > Further to the above, you should set LogToFile, LogToFileNamed, turn off LogStackTraces and set normal logging level to debug.. then you can actually watch what's going on. -- 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 Jul 15 05:41:16 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 15 Jul 2009 10:41:16 +0100 Subject: [rt-users] Pubcookie auth In-Reply-To: <4A5CE3F1.9040306@library.wisc.edu> References: <4A5BA04E.1050505@library.wisc.edu> <4A5C70EB.5000900@jennic.com> <4A5CE3F1.9040306@library.wisc.edu> Message-ID: <4A5DA43C.7000706@jennic.com> Tue 14 Jul 2009 21:00:49 GMT Peter Boguszewski wrote: > Sorry about the lack of information. Here is the story. I have > pubcookie installed and working with apache. I have Ubuntu 8.10.3 > installed and RT 3.8.4 installed - both work. I installed > RT::Authen::ExternalAuth via cpan successfully (shows up under the > plugins dir). I then add Set(@Plugins,(qw(RT::Authen::ExternalAuth))); > to my RT_SiteConfig.pm and apache2 goes boom. I get this error in the > apache log: > > [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server > xxxxxxxx:0, exiting... > > I am no perl wizard so I am sure I am just doing something stupid. > Again, I remove the plugin from RT_SiteConfig.pm and it works. > > I am just missing something? Sorry, I misunderstood initially.. was not aware of pubcookie as a project. I've had a quick look at it, but I'm not certain at this point how it would integrate with externalauth. Having said that, I don't know why it wouldn't be able to live side-by-side with externalauth and so it oughtnt make apache go boom just by loading it. To be honest, I would have thought that your best route to success would be to use mod_pubcookie, in which case you don't want RT::Authen::ExternalAuth at all, but instead you'd want RT's inbuilt apache authentication system whereby it just listens to whatever apache tells 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 hamon.erwan at free.fr Wed Jul 15 06:11:56 2009 From: hamon.erwan at free.fr (Erwan HAMON) Date: Wed, 15 Jul 2009 12:11:56 +0200 Subject: [rt-users] RT3 new install and customisations. In-Reply-To: <20090714140604.GC488@jibsheet.com> References: <200907130828.24381.hamon.erwan@free.fr> <20090714140604.GC488@jibsheet.com> Message-ID: <20090715121156.r1x8nbeniss84gsw@imp4.free.fr> Quoting Kevin Falcone on Tue, 14 Jul 2009 10:06:04 -0400: > > If you have patches to published extensions, the right thing to do is > to send them to the correct queue on http://rt.cpan.org so that the > authors can look to include them. OK, thanks. >> + Share LDAP parameters with RT-Authen-ExternalAuth-0.08 > > Did you maintain backcompat for people using LDAPImport already? I'll check this carefully. I obvioulsy lost compatibility with RT_SiteConfig parameters as I am using those from RT-Authen-ExternalAuth-0.08. Now you mention it, I should probably try both and leave warning messages. Anything else should work as before. (eg: rtldapimport --update) >> + Allow RT3 custom fields to be fed from LDAP as well. > > LDAPImport can populate values for custom fields from LDAP, It did not when I pulled it prior to version 0.06 (19-Jun-2009). I think I'd best backport the new code which seems more comprehensive than mine. >> + Add users to RT3 groups acording to two mechanisms (LDAP attribute >> and LDAP search base) > > This will be interesting to see, although again, hopefully it doesn't > conflict with the existing group functionality. I can't see any conflict I have just extended "add_user_to_group" which does $group->AddMember($principal->Id); I have also created a del_user_from_groups which does $group->DeleteMember($user_obj->Id); >> My code still needs some clean-up as I am new to Perl and I haven't >> looked at how to package it. > > I look forward to seeing your patches OK. best, -- Erwan HAMON - http://hamon.erwan.free.fr/ From pboguszewski at library.wisc.edu Wed Jul 15 08:56:19 2009 From: pboguszewski at library.wisc.edu (Peter Boguszewski) Date: Wed, 15 Jul 2009 07:56:19 -0500 Subject: [rt-users] Pubcookie auth In-Reply-To: <4A5DA43C.7000706@jennic.com> References: <4A5BA04E.1050505@library.wisc.edu> <4A5C70EB.5000900@jennic.com> <4A5CE3F1.9040306@library.wisc.edu> <4A5DA43C.7000706@jennic.com> Message-ID: <4A5DD1F3.8010100@library.wisc.edu> Wow, that was the way to go. Setting RT to use the REMOTE_USER variable after pubcookie auth just works. Sometimes I find the way to make relatively easy things very complex! Thank you so much! Pete On 7/15/2009 4:41 AM, Mike Peachey wrote: > Tue 14 Jul 2009 21:00:49 GMT > Peter Boguszewski wrote: > >> Sorry about the lack of information. Here is the story. I have >> pubcookie installed and working with apache. I have Ubuntu 8.10.3 >> installed and RT 3.8.4 installed - both work. I installed >> RT::Authen::ExternalAuth via cpan successfully (shows up under the >> plugins dir). I then add Set(@Plugins,(qw(RT::Authen::ExternalAuth))); >> to my RT_SiteConfig.pm and apache2 goes boom. I get this error in the >> apache log: >> >> [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server >> xxxxxxxx:0, exiting... >> >> I am no perl wizard so I am sure I am just doing something stupid. >> Again, I remove the plugin from RT_SiteConfig.pm and it works. >> >> I am just missing something? >> > > Sorry, I misunderstood initially.. was not aware of pubcookie as a > project. I've had a quick look at it, but I'm not certain at this point > how it would integrate with externalauth. > > Having said that, I don't know why it wouldn't be able to live > side-by-side with externalauth and so it oughtnt make apache go boom > just by loading it. > > To be honest, I would have thought that your best route to success would > be to use mod_pubcookie, in which case you don't want > RT::Authen::ExternalAuth at all, but instead you'd want RT's inbuilt > apache authentication system whereby it just listens to whatever apache > tells it. > -- _____________________________________ Peter Boguszewski Library Systems Administrator UW Madison - Library Technology Group pboguszewski at library.wisc.edu 608.262.4768 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.Milkosky at premiereglobal.com Wed Jul 15 10:50:07 2009 From: Chris.Milkosky at premiereglobal.com (Milkosky, Chris) Date: Wed, 15 Jul 2009 10:50:07 -0400 Subject: [rt-users] Assigning and reassigning tickets with RT Message-ID: <8AD0BDE9B532934BA2539EB9A27520323FBAA832@njsem01.messaging.local> Hello all! I'm evaluating the use of RT within my department, so consider me new to RT. 1) As a manager, how can I create and assign tickets to one of my employees within RT? I would rather not require them to "Take" the ticket. 2) Can I create a ticket and assign it to myself (for tracking purposes)? Thanks, Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Jul 15 11:10:27 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 15 Jul 2009 11:10:27 -0400 Subject: [rt-users] TT in bul update? Message-ID: Has anyone already managed to bolt Template::Toolkit processing onto Bulk Updates? My users are rather adamant about being able "mail merge," and this seems like a promising route; though I'd rather not reinvent the wheel. Cheers! -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Wed Jul 15 11:24:13 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 15 Jul 2009 11:24:13 -0400 Subject: [rt-users] Find unworked tickets Message-ID: We have many tickets that languish for sometime before we can process them, and so they are changed to stalled in order to give a cleaner front page. Consequently, we cannot easily use the status to determine whether or not there has been any action on a ticket. Is there some way (not seen anything on wiki or list, nor in Query Builder/Tools>Reports) to find tickets without comments/replies? Thanks in advance, Jerrad -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Wed Jul 15 11:46:35 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 15 Jul 2009 08:46:35 -0700 Subject: [rt-users] Assigning and reassigning tickets with RT In-Reply-To: <8AD0BDE9B532934BA2539EB9A27520323FBAA832@njsem01.messaging.local> References: <8AD0BDE9B532934BA2539EB9A27520323FBAA832@njsem01.messaging.local> Message-ID: <4A5DF9DB.8070206@lbl.gov> Chris, Yes. In fact, you can write a scrip to pre-assign any ticket to yourself or anyone else for that matter, so no one has to do a "take". Once a ticket is yours, your can re-assign it or do what you want. Kenn LBNL On 7/15/2009 7:50 AM, Milkosky, Chris wrote: > > Hello all! I'm evaluating the use of RT within my department, so > consider me new to RT. > > > > 1) As a manager, how can I create and assign tickets to one of my > employees within RT? I would rather not require them to "Take" the > ticket. > > 2) Can I create a ticket and assign it to myself (for tracking > purposes)? > > > > Thanks, > > > > Chris > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jul 15 12:09:22 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jul 2009 12:09:22 -0400 Subject: [rt-users] Strange NoAuth image problems! In-Reply-To: <1247647168.32694.14.camel@zitpcx6759> References: <1247647168.32694.14.camel@zitpcx6759> Message-ID: <20090715160922.GA58247@jibsheet.com> On Wed, Jul 15, 2009 at 10:39:28AM +0200, Sven Sternberger wrote: > Hello! > > RT 3.8.4 > Apache 2.2 > modperl 2.0.4 (testing using 3.8.4, apache 2.2.11, mod_perl 2.0.3 and the config specified in README) > > I realized that the images which are under /NoAuth/images were broken. > When I tried the Image-Url directly I got: > > Can't locate object method "SendStaticFile" via package > "RT::Interface::Web" at /opt/rt3/share/html/NoAuth/images/autohandler > line 6. There was a change made to this code between 3.8.2 and 3.8.3 Make sure you don't have local customizations to RT::Interface::Web or the autohandlers. > Than I added "Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images" > (from: http://wiki.bestpractical.com/view/ApacheConfig) which gave > me an RT Error Page for the image link. > > Than I found the posting " > Custom logo broken. Does share/html/NoAuth/images/autohandler do the > right thing?" > > And indeed after change the order of two "locations" and remove the > alias. It seems now to work. For mod_perl I use the config specified in the README The Alias you mention above is generally only mentioned for fast_cgi installations. Both the SetHandler default and Alias lines try to block Mason from interpreting images as mason files, without knowing what error you triggered it is hard to say what caused your error. -kevin > > Is this the right way? > > regards > > sven > > Here my apache config: > > > ServerName xxx > > DocumentRoot /opt/rt3/share/html > #Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images > > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlModule Apache2::RequestRec > PerlRequire "/opt/rt3/bin/webmux.pl" > > > SetHandler perl-script > PerlResponseHandler RT::Mason > > ... auth stuff ... > > > > > SetHandler default > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From slander at hearstsc.com Wed Jul 15 12:38:10 2009 From: slander at hearstsc.com (Lander, Scott) Date: Wed, 15 Jul 2009 12:38:10 -0400 Subject: [rt-users] Searching ldap for name Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637C7D1C7@RCLTEXCMS02.resource.hearstcorp.com> All, In RT 3.8.4; All of my requesters are in our ldap, and they can sign in to RT fine. So, that part is working. However; it turns out that a lot of our tickets are opened by users calling our help desk, and the help desk opens the tickets on the actual requesters behalf. They do this by typing in the requesters email address. They would like to have some mechanism to find the users name, or email, by searching the ldap for it. Best would be an auto fill field which would narrow the search as they type in the address, but, I am open to any other ideas... Does RT have anything that might do this? Thanks Scott ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From sara.kinner at gmail.com Wed Jul 15 14:17:56 2009 From: sara.kinner at gmail.com (Sara Kinner) Date: Wed, 15 Jul 2009 12:17:56 -0600 Subject: [rt-users] Using RT's CLI to create multi-line comment from script Message-ID: RT's CLI lets me add a one-line comment to a ticket: rt comment -m 'ignore this test' 12345 or attach a file as a comment along w/ a one-line comment: rt comment -m 'Test attachment' -a /tmp/test.txt 12345 but how can I add a multi-line non-attachment comment? I'm running this from inside another script, so bringing up an editor isn't feasible. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jwinder at logicalsi.com Wed Jul 15 14:26:19 2009 From: jwinder at logicalsi.com (Jeremy Winder) Date: Wed, 15 Jul 2009 14:26:19 -0400 Subject: [rt-users] Requiring a CF value before a ticket can be resolved Message-ID: <1247682379.24320.19.camel@jwinder-workstation> What is the best way of requiring a ticket to have a custom field set to a value before it can be resolved? One thought I had was to run a scrip on resolve and set the status back if the cf wasn't set. But this still causes the resolve transaction to be logged, which I would like to avoid. Thanks in advance, Jeremy From benno at NLnetLabs.nl Wed Jul 15 14:23:05 2009 From: benno at NLnetLabs.nl (Benno Overeinder) Date: Wed, 15 Jul 2009 20:23:05 +0200 Subject: [rt-users] Using https in web interface results sometimes in "Bad Request" Message-ID: <4A5E1E89.4070401@NLnetLabs.nl> Hello, I recently installed RT 3.8.4 on our FreeBSD server. And everything seems to work correctly. Except for some actions in the Web user interface when using https (thus using https://rt.example.com). For example, when I am on the home page https://rt.example.com/index.html (and logged on as a non-root user), and I want to take a new ticket. - I click on the the "Take" field (e.g., https://rt.example.com/Ticket/Display.html?Action=Take&id=6). - The result in my web browser (both on MacOSX and Linux box) is 400 Bad Request. The page displayed gives a hint: Your browser sent a request that this server could not understand. Reason: You're speaking plain HTTP to an SSL-enabled server port. Instead use the HTTPS scheme to access this URL, please. Hint: https://www.example.com/ - The URL in the location field (in the task bar) is http://rt.example.com:443/Ticket/Display.html?id=6&results=b0b3ad79388f4b7eb27423f8373483c1 instead of https://rt.example.com:443/Ticket/... - When I correct the URL from http to https in the location field, the correct page of the RT web interface appears. That is, displaying the yellow box with: Results: * Owner changed from Nobody to benno - Modifying a ticket from new to open, to stalled, to solved, works correctly. - Other actions like reply on a ticket, and clicking on "Update Ticket" gives again a 400 Bad Request, with URL http://rt.example.com:443/Ticket/Display.html?id=6&results=105cd325c88e3a6140686541706a6274 instead of https://rt.example.com:443/Ticket/... I cannot locate the problem. I briefly looked into the .../html/Ticket/Display.html file, but couldn't find an obvious reason. I configured Set($WebDomain , 'rt.example.com'); and left the $WebBaseURL untouched (thus the default setting selecting on port 443 for using https). Anybody a clue how to solve this? Again, with editing the URL from http to https in the location bar of the web browser seems to work correclty, I rather have it corrected in the RT setup. Thanks, -- Benno -- Benno J. Overeinder NLnet Labs http://www.nlnetlabs.nl/ From hamon.erwan at free.fr Wed Jul 15 16:32:08 2009 From: hamon.erwan at free.fr (Erwan HAMON) Date: Wed, 15 Jul 2009 22:32:08 +0200 Subject: [rt-users] Searching ldap for name In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637C7D1C7@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B0637C7D1C7@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <200907152232.08708.hamon.erwan@free.fr> Le mercredi 15 juillet 2009 18:38, Lander, Scott a ?crit : > > They would like to have some mechanism to find the users name, > or email, by searching the ldap for it. Best would be an auto fill field > which would narrow the search as they type in the address, but, I am open > to any other ideas... > > Does RT have anything that might do this? Look at http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.06/ I have also customized LDAPImport so that the RT3 user base is always in synch with the LDAP directory. I'll share the code once I have managed to localise/translate RT3's emails. (Hopefully, later this week) Regards, -- Erwan HAMON - http://hamon.erwan.free.fr/ From allen+rtlist at crystalfontz.com Wed Jul 15 18:53:03 2009 From: allen+rtlist at crystalfontz.com (Allen) Date: Wed, 15 Jul 2009 15:53:03 -0700 Subject: [rt-users] where does local fckconfig.js go? Message-ID: <885d981e0907151553i3c7f48d1w5ed2ba19e7c8146c@mail.gmail.com> In January, a question was asked about where to put the "local" version of fckconfig.js file (myFCKconfig.js with just your own local changes so that you don't have to modify the distribution's NoAuth/RichText/FCKeditor/fckconfig.js except for 1 line where you say where the local file is). http://www.nabble.com/UI-Patch---Add-whitespace-at-top-of-MessageBox-if-it%27s-a-reply-comment-td21720319.html That thread never produced an answer for this issue, but the original poster mentioned that putting it in local/html/NoAuth/RichText/FCKeditor/fckconfig.js didn't work. Should it go in local/html/NoAuth/js/ ? Should the Distribution copy of fckconfig.js specify local config like this?: FCKConfig.CustomConfigurationsPath = '/js/myFCKconfig.js' Thanks, Allen From SMchugh at grey.com Wed Jul 15 19:50:06 2009 From: SMchugh at grey.com (Mchugh, Sean) Date: Wed, 15 Jul 2009 19:50:06 -0400 Subject: [rt-users] Completely remove AdminCCs for certain tickets.. Message-ID: Hi all, I have a general Queue in use which received notifications from our backup system. I want to: a.) log all notification (success / fail / incomplete) b.) only notify AdminCc and other Watchers when it's a failure / incomplete Right now, my OnCreate scrip for this queue checks the sender and a custom field on message arrival to help me recognize if the request is a notification and if whether it's a failure/incomplete or success. If it's a success, I immediately resolve the ticket; this is working, however, what I would also like to do is not have RT send out any email.... I've looked for a method to SetAdminCc, but cannot find any; DelMember and DelAdminCc(from CommandByEmail) seem to require either iterating through the set of watchers or knowing who's on the AdminCc list; I was wondering if there was a way to switch Templates during the transaction and change it to Blank.... Any ideas ? Sean McHugh VP, Dir. of Global Services Grey Group p. 212-546-1926 m. smchugh at grey.com c. 917-916-8644 From steve at ls.berkeley.edu Wed Jul 15 20:56:10 2009 From: steve at ls.berkeley.edu (Steve Sizemore) Date: Wed, 15 Jul 2009 17:56:10 -0700 Subject: [rt-users] rt 3.8.4 customization (FreeBSD) Message-ID: <20090716005609.GB63927@gigi> I've migrated an older rt 3.6 installation from linux to FreeBSD 7.2, and upgraded successfully to 3.8.4. There's only one missing piece: our previous installation had a customized ticket display. .../rt-3.6.7/share/html/Ticket/Display.html was customized by .../rt-3.6.7/local/html/Ticket/Display.html The FreeBSD port installs rt as /usr/local/share/rt38, and there is no local directory. I'm not sure whether this is a difference in 3.8 vs 3.6, or a nuance introduced by the new layout of 3.8 in FreeBSD, but I can't figure out where to put the customized version of Display.html. I've tried /usr/local/share/rt38/local/html/Ticket/Display.html, as well as /usr/local/share/rt38/local/html/Ticket/Display_Local.html, and neither works. Does anyone know how to customize 3.8.4 on a FreeBSD port? Thanks. Steve -- Steve Sizemore , (510) 642-8570 Unix System Manager Dept. of Mathematics and College of Letters and Science University of California, Berkeley -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From Agnislav.Onufrijchuk at portaone.com Thu Jul 16 02:19:06 2009 From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk) Date: Thu, 16 Jul 2009 09:19:06 +0300 Subject: [rt-users] rt 3.8.4 customization (FreeBSD) In-Reply-To: <20090716005609.GB63927@gigi> References: <20090716005609.GB63927@gigi> Message-ID: <4A5EC65A.90201@portaone.com> Steve Sizemore wrote: > I've migrated an older rt 3.6 installation from linux to > FreeBSD 7.2, and upgraded successfully to 3.8.4. There's > only one missing piece: our previous installation had > a customized ticket display. > .../rt-3.6.7/share/html/Ticket/Display.html > was customized by > .../rt-3.6.7/local/html/Ticket/Display.html > > I've tried /usr/local/share/rt38/local/html/Ticket/Display.html, > as well as /usr/local/share/rt38/local/html/Ticket/Display_Local.html, > and neither works. > Because it works only for libs. > Does anyone know how to customize 3.8.4 on a FreeBSD port? > Look into /usr/local/share/rt38/lib/RT.pm file, find $MasonLocalComponentRoot variable. It contains path for web modification. If its value is 'local/html', you can just create directory /usr/local/share/rt38/local/html manually, then create Ticket directory under it and put your modified Display.html inside. If $MasonLocalComponentRoot contains another value, just do the same steps, as above, but instead of 'local/html' create directory set in the variable. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center From hamon.erwan at free.fr Thu Jul 16 04:49:42 2009 From: hamon.erwan at free.fr (Erwan HAMON) Date: Thu, 16 Jul 2009 10:49:42 +0200 Subject: [rt-users] Is this English ? Notify Owner of their ticket has... Message-ID: <20090716104942.1a0kibhogwgggwcc@imp4.free.fr> Hi, I am trying to complete RT3.8's French translation. I am a bit puzzled by some sentence constructs. Can someone confirm my suggestions would make better sense. Sorry if this is the wrong list. Regards, #: etc/initialdata:356 etc/upgrade/3.8.2/content:85 msgid "Notify Owner of their rejected ticket" => "Notify Owner of his rejected ticket" #: etc/initialdata:369 etc/upgrade/3.8.2/content:98 msgid "Notify Owner of their ticket has been approved and is ready to be acted on" => "Notify Owner that his ticket has been approved and is ready to be acted on" #: lib/RT/Approval/Rule/Created.pm:57 lib/RT/Approval/Rule/Passed.pm:55 msgid "Notify Owner of their ticket has been approved by some or all approvers" => "Notify Owner that his ticket has been approved by some or all approvers" #: etc/initialdata:342 etc/upgrade/3.8.2/content:71 msgid "Notify Requestor of their ticket has been approved by all approvers" => "Notify Requestor that his ticket has been approved by all approvers" #: etc/initialdata:328 etc/upgrade/3.8.2/content:57 msgid "Notify Requestor of their ticket has been approved by some approver" => "Notify Requestor that his ticket has been approved by some approver" -- Erwan HAMON - http://hamon.erwan.free.fr/ From linux4michelle at tamay-dogan.net Thu Jul 16 05:31:43 2009 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Thu, 16 Jul 2009 11:31:43 +0200 Subject: [rt-users] Is this English ? Notify Owner of their ticket has... In-Reply-To: <20090716104942.1a0kibhogwgggwcc@imp4.free.fr> References: <20090716104942.1a0kibhogwgggwcc@imp4.free.fr> Message-ID: <20090716093143.GB5636@tamay-dogan.net> Hello Erwan, I am not native englisch speaker but... Am 2009-07-16 10:49:42, schrieb Erwan HAMON: > #: etc/initialdata:356 etc/upgrade/3.8.2/content:85 > msgid "Notify Owner of their rejected ticket" The mix up sungular with pluriel... > => "Notify Owner of his rejected ticket" or is it: "Notify Owners of their rejected tickets" To clarify it, you need the context. > #: etc/initialdata:369 etc/upgrade/3.8.2/content:98 > msgid "Notify Owner of their ticket has been approved and is ready to > be acted on" > > => "Notify Owner that his ticket has been approved and is ready to be > acted on" or: "Notify Owner if his ticket has been approved and is ready to be acted on" > #: lib/RT/Approval/Rule/Created.pm:57 lib/RT/Approval/Rule/Passed.pm:55 > msgid "Notify Owner of their ticket has been approved by some or all > approvers" > > => "Notify Owner that his ticket has been approved by some or all approvers" Maybe: "Notify Owner if his ticket has been approved by some or all approvers" ... It seems that the original english version has to be proofread. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ ##################### Debian GNU/Linux Consultant ##################### Michelle Konzack c/o Vertriebsp. KabelBW Blumenstrasse 2 Jabber linux4michelle at jabber.ccc.de 77694 Kehl/Germany IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ #328449886 Tel. FR: +33 6 61925193 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From mike.peachey at jennic.com Thu Jul 16 06:21:52 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 16 Jul 2009 11:21:52 +0100 Subject: [rt-users] Is this English ? Notify Owner of their ticket has... In-Reply-To: <20090716093143.GB5636@tamay-dogan.net> References: <20090716104942.1a0kibhogwgggwcc@imp4.free.fr> <20090716093143.GB5636@tamay-dogan.net> Message-ID: <4A5EFF40.2010302@jennic.com> Thu 16 Jul 2009 10:31:43 GMT Michelle Konzack wrote: > Hello Erwan, > > I am not native englisch speaker but... > Sorry, I have to jump in to say that, while the sentences could perhaps be cleaner, they are perfectly good English. Translate at will. -- 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 sven.sternberger at desy.de Thu Jul 16 07:41:00 2009 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 16 Jul 2009 13:41:00 +0200 Subject: [rt-users] Strange NoAuth image problems! In-Reply-To: <20090715160922.GA58247@jibsheet.com> References: <1247647168.32694.14.camel@zitpcx6759> <20090715160922.GA58247@jibsheet.com> Message-ID: <1247744460.4591.12.camel@zitpcx6759> Hi! On Mi, 2009-07-15 at 12:09 -0400, Kevin Falcone wrote: > On Wed, Jul 15, 2009 at 10:39:28AM +0200, Sven Sternberger wrote: > > Can't locate object method "SendStaticFile" via package > > "RT::Interface::Web" at /opt/rt3/share/html/NoAuth/images/autohandler > > line 6. > > There was a change made to this code between 3.8.2 and 3.8.3 > Make sure you don't have local customizations to RT::Interface::Web or > the autohandlers. yes indeed we customized! In "local/lib/RT/Interface/Web.pm" we modified "WebCanonicalizeInfo" btw. is there an other way to have a customized version of this function? > The Alias you mention above is generally only mentioned for fast_cgi > installations. Both the SetHandler default and Alias lines try to > block Mason from interpreting images as mason files, without knowing > what error you triggered it is hard to say what caused your error. It looks like the order of the locations is meaningful. Most people wouldn't notice that there images are delivered through mason, because of their autohandler. But now I know that our setup is correct, and I found an extra error in our installation. Thank you very much for your help! best regards! Sven Sternberger DESY From michael_ellis at umanitoba.ca Thu Jul 16 08:40:53 2009 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Thu, 16 Jul 2009 07:40:53 -0500 Subject: [rt-users] Is this English ? Notify Owner of their ticket has... In-Reply-To: <20090716093143.GB5636@tamay-dogan.net> References: <20090716104942.1a0kibhogwgggwcc@imp4.free.fr> <20090716093143.GB5636@tamay-dogan.net> Message-ID: <7D2488EA-F888-4A9C-BE2D-94340A71AD66@umanitoba.ca> In recent times "their" has been used in English for gender neutrality. It's not considered completely proper, but it's very common. Mike Sent from my iPhone On 2009-07-16, at 4:31 AM, Michelle Konzack wrote: > Hello Erwan, > > I am not native englisch speaker but... > > Am 2009-07-16 10:49:42, schrieb Erwan HAMON: >> #: etc/initialdata:356 etc/upgrade/3.8.2/content:85 >> msgid "Notify Owner of their rejected ticket" > > The mix up sungular with pluriel... > >> => "Notify Owner of his rejected ticket" > > or is it: "Notify Owners of their rejected tickets" > > To clarify it, you need the context. > >> #: etc/initialdata:369 etc/upgrade/3.8.2/content:98 >> msgid "Notify Owner of their ticket has been approved and is ready to >> be acted on" >> >> => "Notify Owner that his ticket has been approved and is ready to be >> acted on" > > or: "Notify Owner if his ticket has been approved and is ready to be > acted on" > >> #: lib/RT/Approval/Rule/Created.pm:57 lib/RT/Approval/Rule/ >> Passed.pm:55 >> msgid "Notify Owner of their ticket has been approved by some or all >> approvers" >> >> => "Notify Owner that his ticket has been approved by some or all >> approvers" > > Maybe: "Notify Owner if his ticket has been approved by some or all > approvers" > > ... > > It seems that the original english version has to be proofread. > > Thanks, Greetings and nice Day/Evening > Michelle Konzack > Systemadministrator > Tamay Dogan Network > Debian GNU/Linux Consultant > > -- > Linux-User #280138 with the Linux Counter, http://counter.li.org/ > ##################### Debian GNU/Linux Consultant > ##################### > Michelle Konzack > c/o Vertriebsp. KabelBW > Blumenstrasse 2 > Jabber linux4michelle at jabber.ccc.de 77694 Kehl/Germany > IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 > ICQ #328449886 Tel. FR: +33 6 > 61925193 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 benno at NLnetLabs.nl Thu Jul 16 09:53:09 2009 From: benno at NLnetLabs.nl (Benno Overeinder) Date: Thu, 16 Jul 2009 15:53:09 +0200 Subject: [rt-users] Using https in web interface results sometimes in "Bad Request" In-Reply-To: <4A5E1E89.4070401@NLnetLabs.nl> References: <4A5E1E89.4070401@NLnetLabs.nl> Message-ID: <4A5F30C5.5090604@NLnetLabs.nl> On 7/15/09 8:23 PM, Benno Overeinder wrote: > Hello, > > I recently installed RT 3.8.4 on our FreeBSD server. And everything > seems to work correctly. > > Except for some actions in the Web user interface when using https (thus > using https://rt.example.com). > > > > Anybody a clue how to solve this? Again, with editing the URL from http > to https in the location bar of the web browser seems to work correclty, > I rather have it corrected in the RT setup. In reply to my own post, I found out that two other postings to this email list report the same (or similar) problem. But unfortunately, both without any replies or solutions. - HTTP/HTTPS change on RT 3.8.2 when replying or commenting a ticket, by Martin Schneider, http://www.gossamer-threads.com/lists/rt/users/81598 - RT 3.8.3 using https calls http URL on ticket update & create, by James Oliver, http://www.gossamer-threads.com/lists/rt/users/86450 After reading some other postings on redirection and problems with https and port 80/443, I looked into the Perl file RT/Interface/Web.pm. The problem seems the code starting at line 194 in subroutine Redirect (for RT 3.8.4): if ( defined $ENV{HTTPS} and $ENV{'HTTPS'} eq 'on' ) { $uri->scheme('https'); } else { $uri->scheme('http'); } # [rt3.fsck.com #12716] Apache recommends use of $SERVER_HOST $uri->host( $ENV{'SERVER_HOST'} || $ENV{'HTTP_HOST'} ); $uri->port( $ENV{'SERVER_PORT'} ); The "if" statement here seems to be always false, even if one _does_ use https. Checking the value of HTTPS shows it is always undefined (empty). Is this a problem with RT and Apache2 interaction? Should Apache2 set the HTTPS environment variable? -- Benno -- Benno J. Overeinder NLnet Labs http://www.nlnetlabs.nl/ From sara.kinner at gmail.com Thu Jul 16 12:23:47 2009 From: sara.kinner at gmail.com (Sara Kinner) Date: Thu, 16 Jul 2009 10:23:47 -0600 Subject: [rt-users] Serializing $self to call my own Perl script Message-ID: RT lets you run arbitrary code when a ticket is created/updated, but I'm lazy and don't want to type my code into the textbox. What's the best way to serialize the $self object to a file so I can then do system("myscript.pl file-with-serialized-self-.txt") or something? -------------- next part -------------- An HTML attachment was scrubbed... URL: From slander at hearstsc.com Thu Jul 16 13:00:49 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 16 Jul 2009 13:00:49 -0400 Subject: [rt-users] What permissions? Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0637C7D2B7@RCLTEXCMS02.resource.hearstcorp.com> In RT 3.8.4 I have several queues, and several matching groups (IE, group NOC, queue NOC). Each (privileged) person in the group can see, create, modify, etc., tickets in their queue. However, I would like them to be able to create and move tickets to other queues - but, not to be able to see (as in see the tickets) in those queues. For instance, the NOC people should be able to create a ticket in the Operations queue, without being able to see the tickets in the operations queue. Is this possible? Thanks Scott ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Jul 16 13:21:37 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 16 Jul 2009 10:21:37 -0700 Subject: [rt-users] What permissions? In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637C7D2B7@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B0637C7D2B7@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4A5F61A1.3080808@lbl.gov> Scott, Yep. Just give those groups the rights you want them to have for those Queues. I think that would be the "SeeQueue", "CreateTicket", and probably "ReplyToTicket" rights would do. That way they can create the tickets, see the "list" of ticket in a queue and reply to any email/notifications for those tickets. If you give the role "Requestor" the "ShowTicket" right, then any privileged user will see ONLY their tickets in that queue. Hope this helps. Kenn LBNL On 7/16/2009 10:00 AM, Lander, Scott wrote: > In RT 3.8.4 > > I have several queues, and several matching groups (IE, group NOC, > queue NOC). Each (privileged) person in the group can see, create, > modify, etc., tickets in their queue. However, I would like them to > be able to create and move tickets to other queues - but, not to be > able to see (as in see the tickets) in those queues. For instance, > the NOC people should be able to create a ticket in the Operations > queue, without being able to see the tickets in the operations queue. > > Is this possible? > > Thanks > Scott > > > ------------------------------------------------------------------------------------ > This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. > ------------------------------------------------------------------------------------ > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Thu Jul 16 13:33:46 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Thu, 16 Jul 2009 18:33:46 +0100 Subject: [rt-users] What permissions? In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0637C7D2B7@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B0637C7D2B7@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4A5F647A.9040103@vialtus.com> Its maybe possible if you give the NOC group SeeQueue permission on the destination queue, this will enable them to see the queue in the New ticket in queue list and the queue list in the basics section. Regards; Roy Lander, Scott wrote: > In RT 3.8.4 > > I have several queues, and several matching groups (IE, group NOC, > queue NOC). Each (privileged) person in the group can see, create, > modify, etc., tickets in their queue. However, I would like them to > be able to create and move tickets to other queues - but, not to be > able to see (as in see the tickets) in those queues. For instance, > the NOC people should be able to create a ticket in the Operations > queue, without being able to see the tickets in the operations queue. > > Is this possible? > > Thanks > Scott > > > ------------------------------------------------------------------------------------ > This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. > ------------------------------------------------------------------------------------ > From shildret at scotth.emsphone.com Thu Jul 16 13:18:37 2009 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Thu, 16 Jul 2009 12:18:37 -0500 Subject: [rt-users] Multiple Tickets being created when create button is pushed Message-ID: <1247764717.63376.21.camel@scotth.emsphone.com> We are running rt-3.8.2 (I plan to upgrade to 3.8.4) and have had an issue where a user will fill out a ticket and hit the create button which will produce 20 tickets. This doesn't happen all the time, but it has occurred a few times with different users. I am hoping the upgrade will fix this issue, but I wanted to see if anyone else has had this occur or if someone has an idea of how this could happen. The end users are using IE. Thanks, Scott From jshartshorn at gmail.com Thu Jul 16 14:03:43 2009 From: jshartshorn at gmail.com (joel hartshorn) Date: Thu, 16 Jul 2009 11:03:43 -0700 Subject: [rt-users] Installation Issues RHEL 4 Centos Apache2 MySQL 5 FastCGI Message-ID: <1a5654a30907161103s590268dchdf917282d06782@mail.gmail.com> Ok, I have exhausted most of what I can think to check as far as the RT Installation Manuals and Googles for "You're almost there!"... It simply appears that the RT web interface (perhaps Mason libraries) is not processing correctly. Perl works, FastCGI loads, Apache appears to be running correctly... But, after many, many installs from the ground up with CentOS 4 I still get the generic error listed above and "'); % $m->comp('/Elements/Header', Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'}); % if (0) { %# -->" at the top of the page... I am all about trouble shooting the install issues, but the logs don't have anything in them... httpd.conf is: FastCgiServer /raid/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias /rt /raid/rt3/bin/mason_handler.fcgi ServerAdmin root ServerName NewMedia-10-64-100-99 Alias /rt /raid/rt3/share/html/ Alias /rt3-dev /raid/rt3-dev/share/html/ Alias /dev /raid/dev/ ErrorLog logs/rt-error_log CustomLog logs/rt-access_log common AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None Any pointers or general help would be greatly appreciated... -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve at ls.berkeley.edu Thu Jul 16 15:18:46 2009 From: steve at ls.berkeley.edu (Steve Sizemore) Date: Thu, 16 Jul 2009 12:18:46 -0700 Subject: [rt-users] rt 3.8.4 customization (FreeBSD) In-Reply-To: <4A5EC65A.90201@portaone.com> References: <20090716005609.GB63927@gigi> <4A5EC65A.90201@portaone.com> Message-ID: <20090716191843.GD70273@gigi> Thanks very much for your helpful message. Using that, I was able to figure it out. Just in case anyone else faces this, I'm reporting what I found. On Thu, 16 Jul 2009, Agnislav Onufrijchuk wrote: > > > Look into /usr/local/share/rt38/lib/RT.pm file, find $MasonLocalComponentRoot > variable. It contains path for web modification. If its value is 'local/html', > you can just create directory /usr/local/share/rt38/local/html manually, then > create Ticket directory under it and put your modified Display.html inside. When installed via the FreeBSD port, RT.pm is actually located in /usr/local/lib/perl5/site_perl/5.8.9/RT.pm. The value for $MasonLocalComponentRoot is '/usr/local/www/rt38'. > If $MasonLocalComponentRoot contains another value, just do the same steps, as > above, but instead of 'local/html' create directory set in the variable. This is exactly correct, although not intuitive. My first attempt was to create /usr/local/www/rt38/html, and put the modifications there. When that didn't work, I reread your message, and created /usr/local/www/rt38/Ticket/Display.html, and sure enough, it works. Thanks again. Steve -- Steve Sizemore , (510) 642-8570 Unix System Manager Dept. of Mathematics and College of Letters and Science University of California, Berkeley -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Thu Jul 16 16:42:43 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 17 Jul 2009 00:42:43 +0400 Subject: [rt-users] Using https in web interface results sometimes in "Bad Request" In-Reply-To: <4A5F30C5.5090604@NLnetLabs.nl> References: <4A5E1E89.4070401@NLnetLabs.nl> <4A5F30C5.5090604@NLnetLabs.nl> Message-ID: <589c94400907161342l30128c8en6a764fad755d010b@mail.gmail.com> Do you use both http and https? On Thu, Jul 16, 2009 at 5:53 PM, Benno Overeinder wrote: > On 7/15/09 8:23 PM, Benno Overeinder wrote: >> Hello, >> >> I recently installed RT 3.8.4 on our FreeBSD server. ?And everything >> seems to work correctly. >> >> Except for some actions in the Web user interface when using https (thus >> using https://rt.example.com). >> >> >> >> Anybody a clue how to solve this? ?Again, with editing the URL from http >> to https in the location bar of the web browser seems to work correclty, >> I rather have it corrected in the RT setup. > > In reply to my own post, I found out that two other postings to this > email list report the same (or similar) problem. ?But unfortunately, > both without any replies or solutions. > > - HTTP/HTTPS change on RT 3.8.2 when replying or commenting a ticket, by > Martin Schneider, http://www.gossamer-threads.com/lists/rt/users/81598 > > - RT 3.8.3 using https calls http URL on ticket update & create, by > James Oliver, http://www.gossamer-threads.com/lists/rt/users/86450 > > > After reading some other postings on redirection and problems with https > and port 80/443, I looked into the Perl file RT/Interface/Web.pm. ?The > problem seems the code starting at line 194 in subroutine Redirect (for > RT 3.8.4): > > ? ? ? ?if ( defined $ENV{HTTPS} and $ENV{'HTTPS'} eq 'on' ) { > ? ? ? ? ? ?$uri->scheme('https'); > ? ? ? ?} > ? ? ? ?else { > ? ? ? ? ? ?$uri->scheme('http'); > ? ? ? ?} > > ? ? ? ?# [rt3.fsck.com #12716] Apache recommends use of $SERVER_HOST > ? ? ? ?$uri->host( $ENV{'SERVER_HOST'} || $ENV{'HTTP_HOST'} ); > ? ? ? ?$uri->port( $ENV{'SERVER_PORT'} ); > > The "if" statement here seems to be always false, even if one _does_ use > https. ?Checking the value of HTTPS shows it is always undefined > (empty). ?Is this a problem with RT and Apache2 interaction? ?Should > Apache2 set the HTTPS environment variable? > > -- Benno > > -- > Benno J. Overeinder > NLnet Labs > http://www.nlnetlabs.nl/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From falcone at bestpractical.com Thu Jul 16 17:08:07 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jul 2009 17:08:07 -0400 Subject: [rt-users] where does local fckconfig.js go? In-Reply-To: <885d981e0907151553i3c7f48d1w5ed2ba19e7c8146c@mail.gmail.com> References: <885d981e0907151553i3c7f48d1w5ed2ba19e7c8146c@mail.gmail.com> Message-ID: <20090716210807.GA24162@jibsheet.com> On Wed, Jul 15, 2009 at 03:53:03PM -0700, Allen wrote: > In January, a question was asked about where to put the "local" > version of fckconfig.js file (myFCKconfig.js with just your own local > changes so that you don't have to modify the distribution's > NoAuth/RichText/FCKeditor/fckconfig.js except for 1 line where you say > where the local file is). > > http://www.nabble.com/UI-Patch---Add-whitespace-at-top-of-MessageBox-if-it%27s-a-reply-comment-td21720319.html > > That thread never produced an answer for this issue, but the original > poster mentioned that putting it in > local/html/NoAuth/RichText/FCKeditor/fckconfig.js didn't work. > > Should it go in local/html/NoAuth/js/ ? > > Should the Distribution copy of fckconfig.js specify local config like this?: > > FCKConfig.CustomConfigurationsPath = '/js/myFCKconfig.js' For now, you need to do that, but be aware that 3.8.5 will probably use FCKConfig.CustomConfigurationsPathoption to install RT's own modifications so that every time I upgrade FCKEditor I don't have to re-apply our local config changes. (The Ticket for that change is 13325) Feel free to note on the ticket that you would like to be able to have your own local customizations to the config, we should be able to do that using some mason overrides although I can't promise it for 3.8.5 For now, you could override fckconfig.js in local/html/NoAuth/RichText but you'd need a dhandler -kevin From falcone at bestpractical.com Thu Jul 16 17:11:27 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jul 2009 17:11:27 -0400 Subject: [rt-users] Strange NoAuth image problems! In-Reply-To: <1247744460.4591.12.camel@zitpcx6759> References: <1247647168.32694.14.camel@zitpcx6759> <20090715160922.GA58247@jibsheet.com> <1247744460.4591.12.camel@zitpcx6759> Message-ID: <20090716211127.GB24162@jibsheet.com> On Thu, Jul 16, 2009 at 01:41:00PM +0200, Sven Sternberger wrote: > Hi! > > On Mi, 2009-07-15 at 12:09 -0400, Kevin Falcone wrote: > > On Wed, Jul 15, 2009 at 10:39:28AM +0200, Sven Sternberger wrote: > > > Can't locate object method "SendStaticFile" via package > > > "RT::Interface::Web" at /opt/rt3/share/html/NoAuth/images/autohandler > > > line 6. > > > > There was a change made to this code between 3.8.2 and 3.8.3 > > Make sure you don't have local customizations to RT::Interface::Web or > > the autohandlers. > > yes indeed we customized! In "local/lib/RT/Interface/Web.pm" we > modified "WebCanonicalizeInfo" > btw. is there an other way to have a customized version of this > function? You probably want local/lib/RT/Interface/Web_Local.pm and to only have the one function that you modify in that file. > > > The Alias you mention above is generally only mentioned for fast_cgi > > installations. Both the SetHandler default and Alias lines try to > > block Mason from interpreting images as mason files, without knowing > > what error you triggered it is hard to say what caused your error. > > It looks like the order of the locations is meaningful. Most people > wouldn't notice that there images are delivered through mason, > because of their autohandler. Interesting, I couldn't make the Location order fail, but it may just have been my test case. If you have an image + config that blows up, feel free to send something to rt-bugs and we can get the ordering in README flipped. -kevin From RobertWalford at compupay.com Thu Jul 16 17:10:44 2009 From: RobertWalford at compupay.com (Robert Walford) Date: Thu, 16 Jul 2009 17:10:44 -0400 Subject: [rt-users] What permissions? References: <39A20BAEB14A6344A0646DD5C8F98D4B0637C7D2B7@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <08BB2997563E5A4388CA3E3275D469A8024B58@EXMIAMI.compupay.com> Here is my suggestion. Go to Configuration > Queues > Queue you want to give rights to. Click Group Rights. Give the NOC group ModifyTicket and Create Ticket rights. You may be able to get away with only giving them Create Ticket. Do not give ShowTicket or SeeQueue rights - They will be able to "see" the queue and tickets with these. Example: Configuration > Queues > Operations. Scroll down to User Defined Groups. Within NOC check ModifyTicket and Create Ticket. Click Modify Group Rights to save the settings. Additional note, the user will get permissions denied if they are still the owner of the ticket when they go to move it. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lander, Scott Sent: 07/16/2009 1:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] What permissions? In RT 3.8.4 I have several queues, and several matching groups (IE, group NOC, queue NOC). Each (privileged) person in the group can see, create, modify, etc., tickets in their queue. However, I would like them to be able to create and move tickets to other queues - but, not to be able to see (as in see the tickets) in those queues. For instance, the NOC people should be able to create a ticket in the Operations queue, without being able to see the tickets in the operations queue. Is this possible? Thanks Scott ------------------------------------------------------------------------ ------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------ ------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlucas at eagleinvsys.com Thu Jul 16 13:52:27 2009 From: jlucas at eagleinvsys.com (Jeff Lucas) Date: Thu, 16 Jul 2009 13:52:27 -0400 Subject: [rt-users] Multiple Tickets being created when create button ispushed In-Reply-To: <1247764717.63376.21.camel@scotth.emsphone.com> References: <1247764717.63376.21.camel@scotth.emsphone.com> Message-ID: <11E641922C0B44439FB30F8936ABF621073AAB81@bigmail01.eagleinvsys.com> We have experienced this at least twice (we're also running 3.8.2). We have considered upgrading to 3.8.4 but have not yet been able to do so. Please let me know if that resolves the issue or if you discover a workaround. Thanks. -Jeff -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott T. Hildreth Sent: Thursday, July 16, 2009 1:19 PM To: Rt-Users Subject: [rt-users] Multiple Tickets being created when create button ispushed We are running rt-3.8.2 (I plan to upgrade to 3.8.4) and have had an issue where a user will fill out a ticket and hit the create button which will produce 20 tickets. This doesn't happen all the time, but it has occurred a few times with different users. I am hoping the upgrade will fix this issue, but I wanted to see if anyone else has had this occur or if someone has an idea of how this could happen. The end users are using IE. Thanks, Scott _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jpierce at cambridgeenergyalliance.org Thu Jul 16 18:00:12 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 16 Jul 2009 18:00:12 -0400 Subject: [rt-users] bulk update CF Message-ID: I just switched a custom field from single value to single value with auto-complete, and now there's no input field for this CF when bulk updating. Is this normal? Why? -- Cambridge Energy Alliance: Save money. Save the planet. From ruslan.zakirov at gmail.com Thu Jul 16 18:02:20 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 17 Jul 2009 02:02:20 +0400 Subject: [rt-users] Multiple Tickets being created when create button ispushed In-Reply-To: <11E641922C0B44439FB30F8936ABF621073AAB81@bigmail01.eagleinvsys.com> References: <1247764717.63376.21.camel@scotth.emsphone.com> <11E641922C0B44439FB30F8936ABF621073AAB81@bigmail01.eagleinvsys.com> Message-ID: <589c94400907161502g464a63eakb9bf553be5c77cfe@mail.gmail.com> This is very strange. There is one know case where double tickets can be created. This happens when you're using mysql and decided that myisam storage engine is better than innodb or just made a mistake. You're talking about multiple tickets, this is something new and I don't think there is any related fix in 3.8.4. You should enable logging in RT, at least warning level. When that happens again, you use dates from tickets and look into log for any hints. On Thu, Jul 16, 2009 at 9:52 PM, Jeff Lucas wrote: > We have experienced this at least twice (we're also running 3.8.2). > > We have considered upgrading to 3.8.4 but have not yet been able to do > so. ?Please let me know if that resolves the issue or if you discover a > workaround. > > Thanks. > > -Jeff > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott T. > Hildreth > Sent: Thursday, July 16, 2009 1:19 PM > To: Rt-Users > Subject: [rt-users] Multiple Tickets being created when create button > ispushed > > We are running rt-3.8.2 (I plan to upgrade to 3.8.4) and have had > an issue where a user will fill out a ticket and hit the create button > which will produce 20 tickets. ?This doesn't happen all the time, but it > has occurred a few times with different users. ?I am hoping the upgrade > will fix this issue, but I wanted to see if anyone else has had this > occur or if someone has an idea of how this could happen. ?The end users > are using IE. > > > ? ? ? ? ? ? ? ? ? ? ? ? ? ?Thanks, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?Scott > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ruslan.zakirov at gmail.com Thu Jul 16 18:03:06 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 17 Jul 2009 02:03:06 +0400 Subject: [rt-users] bulk update CF In-Reply-To: References: Message-ID: <589c94400907161503y7e11a5ddm861f1e23ed7dad85@mail.gmail.com> Oh, may be a bug. Going to try to reproduce. On Fri, Jul 17, 2009 at 2:00 AM, Jerrad Pierce wrote: > I just switched a custom field from single value to single value with > auto-complete, > and now there's no input field for this CF when bulk updating. Is this > normal? Why? > > -- > Cambridge Energy Alliance: Save money. Save the planet. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Jul 16 18:49:37 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 17 Jul 2009 02:49:37 +0400 Subject: [rt-users] bulk update CF In-Reply-To: <589c94400907161503y7e11a5ddm861f1e23ed7dad85@mail.gmail.com> References: <589c94400907161503y7e11a5ddm861f1e23ed7dad85@mail.gmail.com> Message-ID: <589c94400907161549k498a5fa7haa5b8700d365603b@mail.gmail.com> Reproduced the bug. On Fri, Jul 17, 2009 at 2:03 AM, Ruslan Zakirov wrote: > Oh, may be a bug. Going to try to reproduce. > > On Fri, Jul 17, 2009 at 2:00 AM, Jerrad > Pierce wrote: >> I just switched a custom field from single value to single value with >> auto-complete, >> and now there's no input field for this CF when bulk updating. Is this >> normal? Why? >> >> -- >> Cambridge Energy Alliance: Save money. Save the planet. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From benno at NLnetLabs.nl Fri Jul 17 04:44:42 2009 From: benno at NLnetLabs.nl (Benno Overeinder) Date: Fri, 17 Jul 2009 10:44:42 +0200 Subject: [rt-users] Using https in web interface results sometimes in "Bad Request" In-Reply-To: <589c94400907161342l30128c8en6a764fad755d010b@mail.gmail.com> References: <4A5E1E89.4070401@NLnetLabs.nl> <4A5F30C5.5090604@NLnetLabs.nl> <589c94400907161342l30128c8en6a764fad755d010b@mail.gmail.com> Message-ID: <4A6039FA.3040300@NLnetLabs.nl> Hi Ruslan, On 07/16/2009 10:42 PM, Ruslan Zakirov wrote: > Do you use both http and https? Yes, for testing purposes I have used both http and https. http works fine, also for the Redirect subroutine in Web.pm. For testing/debugging, I have removed the if-then-else statement and just hardcoded the $uri->scheme('https') in Redirect. Then https works like a charm, but now using http and a redirect happens, http is promoted to https by the hardcoded $uri->scheme('https'). As expected of course. :-) Best, -- Benno -- Benno J. Overeinder NLnet Labs http://www.nlnetlabs.nl/ From varun.vyas at elitecore.com Fri Jul 17 06:36:48 2009 From: varun.vyas at elitecore.com (Varun) Date: Fri, 17 Jul 2009 16:06:48 +0530 Subject: [rt-users] Failed To Record Message Message-ID: <002801ca06ca$7e21df70$4f07a8c0@elitecore.com> Hello All I have problem with my RT we were previously running RT on oracle 9i. Now we have shift it to oracle 10g . Now we are facing a strange problem that we can access RT and can see our tickets but we are not been able update any ticket or insert any comment or even insert any ticket also. When I have looked at my logs it shows me like this [Fri Jul 17 15:44:19 2009] [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) [Fri Jul 17 15:44:19 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:399) [Fri Jul 17 15:44:19 2009] [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) [Fri Jul 17 15:44:19 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:399) [Fri Jul 17 15:44:19 2009] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:145) [Fri Jul 17 15:44:19 2009] [debug]: About to think about scrips for transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:165) [Fri Jul 17 15:44:19 2009] [debug]: About to prepare scrips for transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Fri Jul 17 15:44:19 2009] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:363) [Fri Jul 17 15:44:19 2009] [warning]: Transaction Created (/opt/rt3/lib/RT/Record.pm:1464) [Fri Jul 17 15:44:19 2009] [err]: This is transcation:RT::Transaction=HASH(0xa4de134) (/opt/rt3/lib/RT/Ticket_Overlay.pm:2448) [Fri Jul 17 15:44:19 2009] [err]: RT::Ticket=HASH(0xa408638) couldn't init a transaction Transaction Created (/opt/rt3/lib/RT/Ticket_Overlay.pm:2451) [Fri Jul 17 15:44:19 2009] [error]: Coulfn't fire 'Comment' action: Message could not be recorded (/opt/rt3/share/html/Ticket/Elements/PreviewScrips:90) [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:399) [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:399) [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:399) [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:399) [Fri Jul 17 15:44:25 2009] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:145) [Fri Jul 17 15:44:25 2009] [debug]: About to think about scrips for transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:165) [Fri Jul 17 15:44:25 2009] [debug]: About to prepare scrips for transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Fri Jul 17 15:44:25 2009] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:363) [Fri Jul 17 15:44:25 2009] [debug]: About to commit scrips for transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:178) [Fri Jul 17 15:44:25 2009] [warning]: Transaction Created (/opt/rt3/lib/RT/Record.pm:1464) [Fri Jul 17 15:44:25 2009] [err]: This is transcation:RT::Transaction=HASH(0xad9da74) (/opt/rt3/lib/RT/Ticket_Overlay.pm:2448) [Fri Jul 17 15:44:25 2009] [err]: RT::Ticket=HASH(0xad74d48) couldn't init a transaction Transaction Created (/opt/rt3/lib/RT/Ticket_Overlay.pm:2451) Can any one help me to solve this issue. I have debugged for 2 days and still I haven't found any solution to it. Thanks & Regards Varun Vyas Software Engineer - Automation Elitecore -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Fri Jul 17 11:19:09 2009 From: testwreq at gmail.com (testwreq wreq) Date: Fri, 17 Jul 2009 11:19:09 -0400 Subject: [rt-users] auto assignment of queue and owner via autoreply template Message-ID: All RT tickets are generated in the 'general' queue i.e. users want to send all requests to rt at sunysb.edu. Before the auto response is sent to the requestor, I want to assign the ticket to an appropriate queue and owner. For this, I have copied 'Autoreply' global template to the 'general' queue. I am new to perl & RT and was wondering if RT perl gurus help. I want to accomplish writing if ..else... conditions to assign an owner and queue based on subject within this autoreply template before an autoreply is generated. One of the RT gurus had helped me to assign an owner to the web queue, when tickets were generated for the web queue (rt-web at sunysb.edu); Generally, a second notification is sent out for auto assignment of owner but the suggested way by RT guru did not send the second notification. Therefore, I would like accomplish this by using a local autoreply template. For example.. to assign the ticket to the database queue, my search will be on keywords like 'database,mysql,sql,oracle,accounts,sqlserver,graddb' ; For network queue, my search will be based on keywords like 'network, power, NTP, www, slow, port, timeout, dns, wireless, remote, nfs, vpn, net, subnet, telecon, router, switch, ftp ' Currently, I have 6 scrips in the general queue that assigns queue and owner. I would like to combine these together within the 'Autoreply' template. Any help & responses to this mailing will be appreciated! Example scrip for database in the "general" queue: ====================================== ###<> my $data = 'database,mysql,sql,oracle,accounts,sqlserver,graddb'; my @match = split(',', $data); my $t_subject = $self->TicketObj->Subject; foreach my $val (@match) { if ($t_subject =~ /^${val}\W/i || $t_subject =~ /\W${val}\W/i || $t_subject =~ /\W${val}$/i) { return 1; } } return 0; ###<> my $newqueue = "4"; my $newowner = "brian"; my $T_Obj = $self->TicketObj; $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to queue #". $newqueue ); my ($status, $msg) = $T_Obj->SetQueue($newqueue); unless ($status) { $RT::Logger->warning("unable to set new queue: $msg"); return undef; } $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #". $newowner ); my ($status, $msg) = $self->TicketObj->SetOwner( $newowner ); unless( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $newowner: $msg" ); return undef; } return 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Fri Jul 17 11:40:31 2009 From: testwreq at gmail.com (testwreq wreq) Date: Fri, 17 Jul 2009 11:40:31 -0400 Subject: [rt-users] auto assignment of queue and owner in autoreply template Message-ID: All RT tickets are generated in the 'general' queue i.e. users want to send all requests to rt at sunysb.edu. Before the auto response is sent to the requestor, I want to assign the ticket to an appropriate queue and owner. For this, I have copied 'Autoreply' global template to the 'general' queue. I am new to perl & RT and was wondering if RT perl gurus help. I want to accomplish writing if ..else... conditions to assign an owner and queue based on subject within this autoreply template before an autoreply is generated. One of the RT gurus had helped me to assign an owner to the web queue, when tickets were generated for the web queue (rt-web at sunysb.edu); Generally, a second notification is sent out for auto assignment of owner but the suggested way by RT guru did not send the second notification. Therefore, I would like accomplish this by using a local autoreply template. For example.. to assign the ticket to the database queue, my search will be on keywords like 'database,mysql,sql,oracle,accounts,sqlserver,graddb' ; For network queue, my search will be based on keywords like 'network, power, NTP, www, slow, port, timeout, dns, wireless, remote, nfs, vpn, net, subnet, telecon, router, switch, ftp ' Currently, I have 6 scrips in the general queue that assigns queue and owner. I would like to combine these together within the 'Autoreply' template. Any help and responses to this mailing will be appreciated! Example scrip for database in the "general" queue: ====================================== ###<> my $data = 'database,mysql,sql,oracle,accounts,sqlserver,graddb'; my @match = split(',', $data); my $t_subject = $self->TicketObj->Subject; foreach my $val (@match) { if ($t_subject =~ /^${val}\W/i || $t_subject =~ /\W${val}\W/i || $t_subject =~ /\W${val}$/i) { return 1; } } return 0; ###<> my $newqueue = "4"; my $newowner = "brian"; my $T_Obj = $self->TicketObj; $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to queue #". $newqueue ); my ($status, $msg) = $T_Obj->SetQueue($newqueue); unless ($status) { $RT::Logger->warning("unable to set new queue: $msg"); return undef; } $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #". $newowner ); my ($status, $msg) = $self->TicketObj->SetOwner( $newowner ); unless( $status ) { $RT::Logger->error( "Impossible to assign the ticket to $newowner: $msg" ); return undef; } return 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From vgehring at lanusa.com Fri Jul 17 12:03:53 2009 From: vgehring at lanusa.com (Victor Gehring) Date: Fri, 17 Jul 2009 12:03:53 -0400 Subject: [rt-users] 3.8.3: Page not found Message-ID: <02B111358040704183C146FB2280EBB7942B0603B0@msx.pcn.local> The below also appears in the RT Wiki 3.8.3 release announcement comments area . . . I have just done a fresh install of 3.8.3 on SLES10SP2/MySQL 5.0.26/Apache2. I keep getting "The page you requested could not be found" when creating or replying to a ticket. The workaround is to remove the extra "/rt" that is inserted into the browser's address line and then things work fine. I have also tried fiddling with the SiteConfig.pm to affect the pathing, but no go. The doc I have shows two statements, "Set($WebURL = ..." and Set($WebImagesURL = ..." that Apache does not like, so I have to comment them out to start the webserver. I get the same result w/both IE7 and Firefox 3.0.11. Any ides? TIA, Victor Gehring, CNE, CCDA, ITIL Sr. Systems Engineer PC Network, Inc. 100 S. Broad St. Suite 1205 Philadelphia, PA 19110 267-236-0015 x312 cell: 609-703-9799 -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Fri Jul 17 13:11:38 2009 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Fri, 17 Jul 2009 19:11:38 +0200 Subject: [rt-users] Failed To Record Message In-Reply-To: <002801ca06ca$7e21df70$4f07a8c0@elitecore.com> References: <002801ca06ca$7e21df70$4f07a8c0@elitecore.com> Message-ID: <4A60B0CA.509@mococo.nl> Varun wrote: > Hello All > > > > I have problem with my RT we were previously running RT on oracle 9i. > Now we have shift it to oracle 10g . Now we are facing a strange problem > that we can access RT and can see our tickets but we are not been able > update any ticket or insert any comment or even insert any ticket also. > When I have looked at my logs it shows me like this > > > > [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: utf8 > (/opt/rt3/lib/RT/I18N.pm:399) > > [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: ascii > (/opt/rt3/lib/RT/I18N.pm:399) > > [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: utf8 > (/opt/rt3/lib/RT/I18N.pm:399) > > [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: ascii > (/opt/rt3/lib/RT/I18N.pm:399) > > [Fri Jul 17 15:44:25 2009] [crit]: RT::Attachment->Create couldn't, as > you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:145) > > [Fri Jul 17 15:44:25 2009] [debug]: About to think about scrips for > transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:165) > > [Fri Jul 17 15:44:25 2009] [debug]: About to prepare scrips for > transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) > > [Fri Jul 17 15:44:25 2009] [debug]: Found 4 scrips > (/opt/rt3/lib/RT/Scrips_Overlay.pm:363) > > [Fri Jul 17 15:44:25 2009] [debug]: About to commit scrips for > transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:178) > > [Fri Jul 17 15:44:25 2009] [warning]: Transaction Created > (/opt/rt3/lib/RT/Record.pm:1464) > > [Fri Jul 17 15:44:25 2009] [err]: This is > transcation:RT::Transaction=HASH(0xad9da74) > (/opt/rt3/lib/RT/Ticket_Overlay.pm:2448) > > [Fri Jul 17 15:44:25 2009] [err]: RT::Ticket=HASH(0xad74d48) couldn't > init a transaction Transaction Created > (/opt/rt3/lib/RT/Ticket_Overlay.pm:2451) Since you're using separate servers for web and database you can run wireshark to sniff the sql that is created and what the error is that Oracle returns. That error should show up in the logs but it looks like it didn't in the logs that you posted. Is there nothing in rt.log/apache_error.log/syslog?? If not go the sniffing route and you should be able to find the error returned. Regards, Joop From jpierce at cambridgeenergyalliance.org Fri Jul 17 13:13:11 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 17 Jul 2009 13:13:11 -0400 Subject: [rt-users] Wiki redux Message-ID: I've added a couple of interesting tidbits to the wiki today that might be useful for some of you: http://wiki.bestpractical.com/view/Spreadsheet+RequestorDetails http://wiki.bestpractical.com/view/ForkTemplate http://wiki.bestpractical.com/view/MailingListIntegration Also, Ruslan has created http://wiki.bestpractical.com/view/RT4WishList P.S. Wouldn't it be kind of nice if there were a periodic message to the list with info akin to http://wiki.bestpractical.com/recent/additions ? -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Fri Jul 17 13:27:36 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 17 Jul 2009 10:27:36 -0700 Subject: [rt-users] auto assignment of queue and owner via autoreply template In-Reply-To: References: Message-ID: <4A60B488.6090200@lbl.gov> Testwreq, I do the same thing, only I use a Custom Field called "CFO-Org". When a ticket is created, that CF MUST be selected and based on that value, I pre-assign the ticket owner. It looks like this: Condition: On Create Action: User-defined Custom Prep Code: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; # # set new ticket owner id value # # 42 - Bob # 148 - Carole # 5125 - Ted # 9324 - Alice # 73886 - Frank # my %orgs = qw( Budget-Direct 148 Budget-Indirect 148 Controller-AP 5125 Controller-AR 73886 Controller-GA 148 Controller-PR 42 Facilities 42 Field OPS 42 OCFO-Other 42 Procurement 9324 Property 9324 SPO 73886 Travel 5125 Other 42 ); my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org"); return 0 unless $cf->id; my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org'); my $ownerid = $orgs{$cfvalue}; # set Ticket Owner ID $ticket->SetOwner($ownerid); return 1; Custom Clean-up Code: return 1; I hope this helps. Kenn LBNL On 7/17/2009 8:19 AM, testwreq wreq wrote: > All RT tickets are generated in the 'general' queue i.e. users want to > send all requests to rt at sunysb.edu . Before the > auto response is sent to the requestor, I want to assign the ticket to > an appropriate queue and owner. > > For this, I have copied 'Autoreply' global template to the 'general' > queue. > > I am new to perl & RT and was wondering if RT perl gurus help. I want > to accomplish writing if ..else... conditions to assign an owner > and queue based on subject within this autoreply template before an > autoreply is generated. One of the RT gurus had helped me to assign an > owner to the web queue, when tickets were generated for the web queue > (rt-web at sunysb.edu ); Generally, a second > notification is sent out for auto assignment of owner but the > suggested way by RT guru did not send the second notification. > Therefore, I would like accomplish this by using a local autoreply > template. > > For example.. to assign the ticket to the database queue, my search > will be on keywords like > 'database,mysql,sql,oracle,accounts,sqlserver,graddb' ; For network > queue, my search will be based on keywords like 'network, power, NTP, > www, slow, port, timeout, dns, wireless, remote, nfs, vpn, net, > subnet, telecon, router, switch, ftp ' > Currently, I have 6 scrips in the general queue that assigns queue and > owner. I would like to combine these together within the 'Autoreply' > template. > > Any help & responses to this mailing will be appreciated! > > Example scrip for database in the "general" queue: > ====================================== > ###<> > my $data = 'database,mysql,sql,oracle,accounts,sqlserver,graddb'; > my @match = split(',', $data); > my $t_subject = $self->TicketObj->Subject; > foreach my $val (@match) { > if ($t_subject =~ /^${val}\W/i || > $t_subject =~ /\W${val}\W/i || > $t_subject =~ /\W${val}$/i) > { > return 1; > } > } > return 0; > > ###<> > > my $newqueue = "4"; > my $newowner = "brian"; > my $T_Obj = $self->TicketObj; > $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to queue #". > $newqueue ); > my ($status, $msg) = $T_Obj->SetQueue($newqueue); > unless ($status) { > $RT::Logger->warning("unable to set new queue: $msg"); > return undef; > } > $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #". > $newowner ); > my ($status, $msg) = $self->TicketObj->SetOwner( $newowner ); > unless( $status ) { > $RT::Logger->error( "Impossible to assign the ticket to $newowner: > $msg" ); > return undef; > } > return 1; > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Sat Jul 18 02:00:58 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 18 Jul 2009 02:00:58 -0400 Subject: [rt-users] Finding tickets that have never been worked on Message-ID: Hi all, I'd like to be able to find tickets that have never been worked on, but am having difficulty doing so. In this case, no work means no replies sent to the user. I had not luck searching the list archives or wiki, but stumbled into TicketSQL on the wiki when researching something else and it seems to indicate that I ought to be able to search for: Told = NULL The proper SQL equivalent works fine on the database directly, but in RT 3.8.2 the search results returns 0 tickets... -- Cambridge Energy Alliance: Save money. Save the planet. From alberto.villanueva at altran.es Mon Jul 20 02:23:46 2009 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Mon, 20 Jul 2009 08:23:46 +0200 Subject: [rt-users] Finding tickets that have never been worked on In-Reply-To: References: Message-ID: <57A35A29438440C99AF8DA7FC344F818@altran.es> Is valid for you the next query? Status != 'resolved' AND Started = 'null' Best regards, Alberto Villanueva Industria ______________________________________ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger el medio ambiente est? tambi?n en tu mano. En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio electr?nico, le comunicamos que su direcci?n de correo electr?nico forma parte de un fichero del que es responsable Altran Espa?a, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a nuestra direcci?n anteriormente se?alada o por medio de correo electr?nico: comunicacion at altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est? dirigido a su destinatario y es confidencial. Cualquier distribuci?n, uso o reproducci?n sin consentimiento del remitente est? estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. From varun.vyas at elitecore.com Mon Jul 20 05:36:22 2009 From: varun.vyas at elitecore.com (Varun) Date: Mon, 20 Jul 2009 15:06:22 +0530 Subject: [rt-users] Failed To Record Message In-Reply-To: <4A60B0CA.509@mococo.nl> References: <002801ca06ca$7e21df70$4f07a8c0@elitecore.com> <4A60B0CA.509@mococo.nl> Message-ID: <001301ca091d$8bfe97a0$4f07a8c0@elitecore.com> Apache error log says fail to execute query [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x9acfd4c) couldn't execute the query 'INSERT INTO Transactions (OldValue, NewReference, OldReference, NewValue, Creator, ObjectId, Type, Field, ReferenceType, Created, id, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9acfd4c)', 'INSERT INTO Transactions (OldValue, NewReference, OldReferenc...', 'undef', 'undef', 'undef', 'undef', 12, 123572, 'Create', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 357, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x9acfd4c)', 'Transactions', 'OldValue', 'undef', 'NewReference', 'undef', 'OldReference', 'undef', 'NewValue', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Oracle.pm line 105, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Handle::Oracle::Insert('RT::Handle=HASH(0x9acfd4c)', 'Transactions', 'OldValue', 'undef', 'NewReference', 'undef', 'OldReference', 'undef', 'NewValue', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1293, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Record::Create('RT::Transaction=HASH(0x9ec3638)', 'OldValue', 'undef', 'NewReference', 'undef', 'OldReference', 'undef', 'NewValue', 'undef', ...) called at /opt/rt3/lib/RT/Record.pm line 303, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::Record::Create('RT::Transaction=HASH(0x9ec3638)', 'OldValue', 'undef', 'NewReference', 'undef', 'OldReference', 'undef', 'NewValue', 'undef', ...) called at /opt/rt3/lib/RT/Transaction_Overlay.pm line 153, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::Transaction::Create('RT::Transaction=HASH(0x9ec3638)', 'ObjectId', 123572, 'ObjectType', 'RT::Ticket', 'TimeTaken', '', 'Type', 'Create', ...) called at /opt/rt3/lib/RT/Record.pm line 1444, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::Record::_NewTransaction('RT::Ticket=HASH(0x9f8cbe4)', 'Type', 'Create', 'TimeTaken', '', 'MIMEObj', 'MIME::Entity=HASH(0x9f910f8)') called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 744, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::Ticket::Create('RT::Ticket=HASH(0x9f8cbe4)', 'DependsOn', 'ARRAY(0x9025f08)', 'TimeEstimated', '', 'RefersTo', 'ARRAY(0x9025f68)', 'ReferredToBy', 'ARRAY(0x9025f80)', ...) called at /opt/rt3/lib/RT/Interface/Web.pm line 446, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::CreateTicket('Attachments', 'undef', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Value', ...) called at /opt/rt3/share/html/Ticket/Display.html line 104, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Value', '', 'Requestors', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9f8c 1e8)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Value', '', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1284, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Value', ...) called at /opt/rt3/share/html/Ticket/Create.html line 301, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Value', '', 'Requestors', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e70 cb8)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Value', '', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1284, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', ...) called at /opt/rt3/share/html/autohandler line 292, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Value', '', 'Object-RT::Ticket--CustomField-2-Values', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9eb1 e18)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Value', '', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 425, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9e476cc)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 190, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 190, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9e476cc) ') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 342, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Interp::exec('undef', 'undef', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Value', ...) called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 121, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 121, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9acb508) ', 'HASH(0x9b733d8)') called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 73, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0 x9acb508)', 'CGI::Fast=HASH(0x9ddbfe4)') called at /opt/rt3/bin/mason_handler.fcgi line 76, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /opt/rt3/bin/mason_handler.fcgi line 76, referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Jul 20 14:42:03 2009] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:145), referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Jul 20 14:42:03 2009] [debug]: About to think about scrips for transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:165), referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Jul 20 14:42:03 2009] [debug]: About to prepare scrips for transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:169), referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Jul 20 14:42:03 2009] [debug]: Found 6 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:363), referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Jul 20 14:42:03 2009] [debug]: About to commit scrips for transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:178), referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Jul 20 14:42:03 2009] [warning]: Transaction Created (/opt/rt3/lib/RT/Record.pm:1464), referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Jul 20 14:42:03 2009] [error]: Ticket couldn't be created: , referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Could not make that principal a Requestor for this ticket (/opt/rt3/lib/RT/Ticket_Overlay.pm:760), referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in concatenation (.) or string at /opt/rt3/share/html/Elements/Error line 68, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Jul 20 14:42:03 2009] [error]: WebRT: Ticket could not be created due to an internal error () (/opt/rt3/share/html/Elements/Error:76), referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in string eq at /opt/rt3/share/html/Elements/Error line 78, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Elements/Error line 52, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 ?INSERT INTO [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in string eq at /opt/rt3/share/html/Ticket/Create.html line 299, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 91, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 101, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 185, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 191, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 197, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 220, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 221, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 222, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 223, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 224, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html [Mon Jul 20 20:22:46 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in join or string at /opt/rt3/share/html/Ticket/Create.html line 225, line 130., referer: http://rtbeta.elitecore.co.in/Ticket/Create.html -----Original Message----- From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] Sent: Friday, July 17, 2009 10:42 PM To: Varun Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Failed To Record Message Varun wrote: > Hello All > > > > I have problem with my RT we were previously running RT on oracle 9i. > Now we have shift it to oracle 10g . Now we are facing a strange problem > that we can access RT and can see our tickets but we are not been able > update any ticket or insert any comment or even insert any ticket also. > When I have looked at my logs it shows me like this > > > > [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: utf8 > (/opt/rt3/lib/RT/I18N.pm:399) > > [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: ascii > (/opt/rt3/lib/RT/I18N.pm:399) > > [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: utf8 > (/opt/rt3/lib/RT/I18N.pm:399) > > [Fri Jul 17 15:44:25 2009] [debug]: Guessed encoding: ascii > (/opt/rt3/lib/RT/I18N.pm:399) > > [Fri Jul 17 15:44:25 2009] [crit]: RT::Attachment->Create couldn't, as > you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:145) > > [Fri Jul 17 15:44:25 2009] [debug]: About to think about scrips for > transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:165) > > [Fri Jul 17 15:44:25 2009] [debug]: About to prepare scrips for > transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) > > [Fri Jul 17 15:44:25 2009] [debug]: Found 4 scrips > (/opt/rt3/lib/RT/Scrips_Overlay.pm:363) > > [Fri Jul 17 15:44:25 2009] [debug]: About to commit scrips for > transaction # (/opt/rt3/lib/RT/Transaction_Overlay.pm:178) > > [Fri Jul 17 15:44:25 2009] [warning]: Transaction Created > (/opt/rt3/lib/RT/Record.pm:1464) > > [Fri Jul 17 15:44:25 2009] [err]: This is > transcation:RT::Transaction=HASH(0xad9da74) > (/opt/rt3/lib/RT/Ticket_Overlay.pm:2448) > > [Fri Jul 17 15:44:25 2009] [err]: RT::Ticket=HASH(0xad74d48) couldn't > init a transaction Transaction Created > (/opt/rt3/lib/RT/Ticket_Overlay.pm:2451) Since you're using separate servers for web and database you can run wireshark to sniff the sql that is created and what the error is that Oracle returns. That error should show up in the logs but it looks like it didn't in the logs that you posted. Is there nothing in rt.log/apache_error.log/syslog?? If not go the sniffing route and you should be able to find the error returned. Regards, Joop From JoopvandeWege at mococo.nl Mon Jul 20 05:44:13 2009 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 20 Jul 2009 11:44:13 +0200 Subject: [rt-users] Failed To Record Message In-Reply-To: <001301ca091d$8bfe97a0$4f07a8c0@elitecore.com> References: <002801ca06ca$7e21df70$4f07a8c0@elitecore.com> <4A60B0CA.509@mococo.nl> <001301ca091d$8bfe97a0$4f07a8c0@elitecore.com> Message-ID: <4A643C6D.70007@mococo.nl> Varun wrote: > Apache error log says fail to execute query > > > [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x9acfd4c) > couldn't execute the query 'INSERT INTO Transactions (OldValue, > NewReference, OldReference, NewValue, Creator, ObjectId, Type, Field, > ReferenceType, Created, id, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, > ?, ?, ?, ?, ?, ?)' at > /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522, > referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 > [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: > \tDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9acfd4c)', > 'INSERT INTO Transactions (OldValue, NewReference, OldReferenc...', 'undef', > 'undef', 'undef', 'undef', 12, 123572, 'Create', ...) called at Whats missing is the ORA- error that should be there too. Oracle is refusing the insert but it normally reports why. Could be a unique key violation or invalid data etc. Regards, Joop From varun.vyas at elitecore.com Mon Jul 20 06:19:31 2009 From: varun.vyas at elitecore.com (Varun) Date: Mon, 20 Jul 2009 15:49:31 +0530 Subject: [rt-users] Failed To Record Message In-Reply-To: <4A643C6D.70007@mococo.nl> References: <002801ca06ca$7e21df70$4f07a8c0@elitecore.com> <4A60B0CA.509@mococo.nl> <001301ca091d$8bfe97a0$4f07a8c0@elitecore.com> <4A643C6D.70007@mococo.nl> Message-ID: <001501ca0923$93c643b0$4f07a8c0@elitecore.com> Well I am also trying to find it out but not been able to find exact cause. I have checked database when I m firing same query in database then it is inserting data but when I m firing query from application. I m getting this error and I am not a database guy so not been able to track is there any data corruption or key violations etc . -----Original Message----- From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] Sent: Monday, July 20, 2009 3:14 PM To: Varun Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Failed To Record Message Varun wrote: > Apache error log says fail to execute query > > > [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x9acfd4c) > couldn't execute the query 'INSERT INTO Transactions (OldValue, > NewReference, OldReference, NewValue, Creator, ObjectId, Type, Field, > ReferenceType, Created, id, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, > ?, ?, ?, ?, ?, ?)' at > /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522, > referer: http://rtbeta.elitecore.co.in/Ticket/Create.html?Queue=483 > [Mon Jul 20 20:12:03 2009] [error] [client 192.168.7.79] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: > \tDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9acfd4c)', > 'INSERT INTO Transactions (OldValue, NewReference, OldReferenc...', 'undef', > 'undef', 'undef', 'undef', 12, 123572, 'Create', ...) called at Whats missing is the ORA- error that should be there too. Oracle is refusing the insert but it normally reports why. Could be a unique key violation or invalid data etc. Regards, Joop From givano at gmail.com Mon Jul 20 06:37:09 2009 From: givano at gmail.com (Givano) Date: Mon, 20 Jul 2009 12:37:09 +0200 Subject: [rt-users] Signature for Reply only Message-ID: Hello, I'm looking for possibility to disable signature for comments and leave it enabled for replies only. I have found a post in the mail archive how to do that for rt 3.2 - here the link: http://www.gossamer-threads.com/lists/rt/users/41151?search_string=comment%20signature;#41151 There are only two lines and I don't really now where to put them in 3.8.4 code in the update.html or maybe other file. > % } elsif ($Action ne 'Respond') { > <& /Elements/MessageBox, Name=>"UpdateContent", IncludeSignature => 0, %ARGS&> Can someone help me on it? Thanks in advance, Ivan -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Mon Jul 20 08:26:38 2009 From: testwreq at gmail.com (testwreq wreq) Date: Mon, 20 Jul 2009 08:26:38 -0400 Subject: [rt-users] re-initilaize rt database Message-ID: Hello RT Gurus: We installed RT 3.8.4 and did some testing. We have around 200 test tickets which we would like to completely delete from RT. Is there any way to do this? Our RT installation is on mysql. Thank you.. rq. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jul 20 09:27:45 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 20 Jul 2009 09:27:45 -0400 Subject: [rt-users] Finding tickets that have never been worked on In-Reply-To: References: Message-ID: <20090720132745.GC24162@jibsheet.com> On Sat, Jul 18, 2009 at 02:00:58AM -0400, Jerrad Pierce wrote: > Hi all, > > I'd like to be able to find tickets that have never been worked on, > but am having difficulty doing so. In this case, no work means no > replies sent to the user. I had not luck searching the list archives > or wiki, but stumbled into TicketSQL on the wiki when researching > something else and it seems to indicate that I ought to be able to > search for: Told = NULL Jerrad The syntax you want is "Told is 'NULL'" but right now the code that builds date clauses doesn't treat 'is' as a valid operator, so there would need to be some patching to build the query you want. -kevin > The proper SQL equivalent works fine on the database directly, > but in RT 3.8.2 the search results returns 0 tickets... From falcone at bestpractical.com Mon Jul 20 09:30:55 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 20 Jul 2009 09:30:55 -0400 Subject: [rt-users] re-initilaize rt database In-Reply-To: References: Message-ID: <20090720133055.GD24162@jibsheet.com> On Mon, Jul 20, 2009 at 08:26:38AM -0400, testwreq wreq wrote: > Hello RT Gurus: We installed RT 3.8.4 and did some testing. We have around 200 test tickets > which we would like to completely delete from RT. Is there any way to do this? Our RT > installation is on mysql. If you want a totally clean database, from your install directory run make dropdb; make initdb If you just want to lose the tickets (but want to keep the users/rights/queues) you want to investigate the rt-shredder tool in your rt's sbin dir -kevin From testwreq at gmail.com Mon Jul 20 09:36:09 2009 From: testwreq at gmail.com (testwreq wreq) Date: Mon, 20 Jul 2009 09:36:09 -0400 Subject: [rt-users] re-initilaize rt database In-Reply-To: <20090720133055.GD24162@jibsheet.com> References: <20090720133055.GD24162@jibsheet.com> Message-ID: Will I loose user, rights and queues with initialize database? I do want to keep all user rights etc. we have make custom scripts and templates on queues. I do not want to loose them. I only want to delete all tickets from 1-200 and start from #1 again. rgds, rt On Mon, Jul 20, 2009 at 9:30 AM, Kevin Falcone wrote: > On Mon, Jul 20, 2009 at 08:26:38AM -0400, testwreq wreq wrote: > > Hello RT Gurus: We installed RT 3.8.4 and did some testing. We have > around 200 test tickets > > which we would like to completely delete from RT. Is there any way to > do this? Our RT > > installation is on mysql. > > If you want a totally clean database, from your install directory run > > make dropdb; make initdb > > If you just want to lose the tickets (but want to keep the > users/rights/queues) you want to investigate the rt-shredder tool in > your rt's sbin dir > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Mon Jul 20 10:00:26 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 20 Jul 2009 10:00:26 -0400 Subject: [rt-users] Finding tickets that have never been worked on In-Reply-To: <57A35A29438440C99AF8DA7FC344F818@altran.es> References: <57A35A29438440C99AF8DA7FC344F818@altran.es> Message-ID: 2009/7/20 Alberto Villanueva : > Is valid for you the next query? Nope. 0 tickets returned, when there should be a few dozen. -- Cambridge Energy Alliance: Save money. Save the planet. From barnesaw at ucrwcu.rwc.uc.edu Mon Jul 20 11:39:24 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 20 Jul 2009 11:39:24 -0400 Subject: [rt-users] Auto-change owner for dependent tickets Message-ID: <4A648FAC.8060301@ucrwcu.rwc.uc.edu> I have set up a queue to track requests for new or upgraded PCs. When a ticket is created there, it creates a ticket in another queue which the original depends on. The purpose of this is to separate correspondence with the end user and comments re: the progress replacing the machine. I am running into trouble changing the owner on both when someone takes the original ticket (i.e. 7518 is the request for an upgraded PC, 7519 is the tasks required to complete. I want the owner set on both when a tech takes 7518). Any pointers on what I should be looking at? From wizard at goranson.org Mon Jul 20 11:53:51 2009 From: wizard at goranson.org (Craig G.) Date: Mon, 20 Jul 2009 08:53:51 -0700 Subject: [rt-users] RT::Crypt::Smime Message-ID: <4A64930F.4060007@goranson.org> Has anyone been successful on getting RT::Crypt::Smime working with RT 3.8? I have it installed except when RT::Interface::Email::SendEmail is called it caused some kind of error which seems to cause RT to lose is connection to the database. The resulting error message isn't very informative as it occurs so much later (when database happens to be accesses next) so its a symptom of the problem but doesn't really point where the problem is. And for the life of me I can't figure out why the RT::Crypt::Smime package causes things to go boom. I know that the package overloads the SendEmail function by wrapping the call. Since the package hasn't been updated since 2008 I am assuming that something in the SendEmail function has changed between 3.7->3.8 so now the library isn't overloading the function correctly.(?) Thanks, Craig From jpierce at cambridgeenergyalliance.org Mon Jul 20 12:07:29 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 20 Jul 2009 12:07:29 -0400 Subject: [rt-users] Unshreddable users Message-ID: I have a user without any tickets (created by spam that got into the system) that I cannot shred: 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 The only potentially relevant RT log entries are (approximate time of attempted shredding): [Mon Jul 20 16:01:00 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) [Mon Jul 20 16:01:00 2009] [crit]: Found a principal () that was neither a user nor a group (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:127) [Mon Jul 20 16:01:06 2009] [error]: Couldn't load 'RT::User' object with id '7796' (/opt/rt3/bin/../lib/RT/Shredder.pm:359) But the user id is 646 Any ideas? -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Mon Jul 20 12:13:51 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 20 Jul 2009 09:13:51 -0700 Subject: [rt-users] Finding tickets that have never been worked on In-Reply-To: References: Message-ID: <4A6497BF.5080000@lbl.gov> Jerrad, Try something like this: my $ticket = $self->TicketObj; my $comments = $ticket->$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); my $replies = $ticket->$Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); return 0 unless ($ticket->Status = 'new' && $comments && $replies); I don't have a scrip like this, so I'm sure my syntax if off, but if you write one with this concept in mind, that might do it. This should give you any ticket that is new and has NOt had any comments or corresponence in it's history. Hope this helps. Kenn LBNL On 7/17/2009 11:00 PM, Jerrad Pierce wrote: > Hi all, > > I'd like to be able to find tickets that have never been worked on, > but am having difficulty doing so. In this case, no work means no > replies sent to the user. I had not luck searching the list archives > or wiki, but stumbled into TicketSQL on the wiki when researching > something else and it seems to indicate that I ought to be able to > search for: Told = NULL > > The proper SQL equivalent works fine on the database directly, > but in RT 3.8.2 the search results returns 0 tickets... > > From anne at encs.concordia.ca Mon Jul 20 12:14:13 2009 From: anne at encs.concordia.ca (Anne Bennett) Date: Mon, 20 Jul 2009 12:14:13 -0400 Subject: [rt-users] search result format setting for UpdateStatus In-Reply-To: Your message of Mon, 20 Jul 2009 12:07:29 EDT Message-ID: <22336.1248106453@vindemiatrix.encs.concordia.ca> Hi, all. I am customizing the format of the display results for searches in RT 3.8.3, using the "advanced" facility. I see that UpdateStatus returns "No" if there are no unseen messages for a given ticket, otherwise it returns "Yes" as a link anchored to the first unseen message (SeenUpTo, in the code). This is neat, but it means that if I want to mark all messages in that ticket as seen, I then have to go back to the top of the ticket display to click on the link there, or else I have to instead select the "Subject" or "ID" (default) URL from the search results, which takes me to the top of the ticket, then from there, select "jump to the first unread message and mark all messages as seen". Either way, a two-step operation. What I was hoping to accomplish is an entry in the search result format that would allow me to mark all messages as read AND jump to the first (until now) unread message at the same time. I tried this: '__UpdateStatus__/TITLE:TEST NEW' ... but (a) I cannot find a way to refer to the "SeenUpTo" message in that context (it comes out blank), and (b) when the answer is "Yes", my format is ignored and I get the URL without MarkAsSeen. Am I doing something wrong, or can what I want to do not be done? Anne. -- Ms. Anne Bennett, Senior Sysadmin, ENCS, Concordia University, Montreal H3G 1M8 anne at encs.concordia.ca +1 514 848-2424 x2285 From ruslan.zakirov at gmail.com Mon Jul 20 12:46:08 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 20 Jul 2009 20:46:08 +0400 Subject: [rt-users] re-initilaize rt database In-Reply-To: References: Message-ID: <589c94400907200946xaeb1ebdqf6a97e92d16e225@mail.gmail.com> If you want to delete everything then drop db and init it again. If you want to delete just tickets then you can shred them. On Mon, Jul 20, 2009 at 4:26 PM, testwreq wreq wrote: > Hello RT Gurus: We installed RT 3.8.4 and did some testing. We have around > 200 test?tickets which we would like to completely delete from RT. Is there > any way to do this? Our RT installation is on mysql. > > Thank you.. rq. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From shildret at scotth.emsphone.com Mon Jul 20 16:20:15 2009 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Mon, 20 Jul 2009 15:20:15 -0500 Subject: [rt-users] mailgateway & Cass Message-ID: <1248121215.4379.56.camel@scotth.emsphone.com> Hello, I'm not sure if this is possible and am hoping someone can tell me, In the Apache httpd.conf I have this, AuthType Apache2::AuthCAS ... which redirects to a Cass login page. Currently the rt-mailgate is not set up, but we would like to set up some queues that clients can just email to create tickets. The emails fail because the redirect occurs for a Cass login. I tried adding this to the httpd.conf, Order allow,deny Allow from all Options All AllowOverride All but as I suspected it wouldn't work, since the share/html dir is required to redirect. Is there a way for me to get this to work? Thanks, Scott From jpierce at cambridgeenergyalliance.org Mon Jul 20 16:26:25 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 20 Jul 2009 16:26:25 -0400 Subject: [rt-users] mailgateway & Cass In-Reply-To: <1248121215.4379.56.camel@scotth.emsphone.com> References: <1248121215.4379.56.camel@scotth.emsphone.com> Message-ID: Try placing your handler in a LocationMatch not matching NoAuth? -- Cambridge Energy Alliance: Save money. Save the planet. From pthirose at ucdavis.edu Mon Jul 20 18:52:32 2009 From: pthirose at ucdavis.edu (Paul Hirose) Date: Mon, 20 Jul 2009 15:52:32 -0700 (PDT) Subject: [rt-users] Show Full Headers per msg vs for entire ticket? Message-ID: RT 3.8.3 still, and MySQL 5.1.34. I have a "Brief Headers" and "Full Headers" at the top of my ticket History. Clicking on either changes the display for the entire ticket - every message in the ticket. Is there a way to show the Full Headers (or set it back to Brief Headers) for only one specific message? I can "Download with headers" which isn't quite the same exact display. It's not a big deal for me, and I don't mind seeing Full Headers for all the messages. It may be an issue for folks that have *really* long tickets with many many transactions. The vast majority of my tickets are very short :) I thought I'd throw this out there, both as a request for a "simple" alteration to existing RT and a possible Feature Request for future RT. 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 Ashley.Morrison at SMC.sa.edu.au Mon Jul 20 23:00:39 2009 From: Ashley.Morrison at SMC.sa.edu.au (Ashley Morrison) Date: Tue, 21 Jul 2009 12:30:39 +0930 Subject: [rt-users] Failure in creating users from LDAP (AD) on e-mail submission intermittent Message-ID: <984CBF2972186F44ADE4B3850338B1105003367031@mail.SMC.Internal> I know this has appeared a lot on the list before, and I have spent days searching the archives (and Google) before posting and nothing I have found has worked so far. I have RT 3.8.4 running ExternalAuth0.08 on a OpenSuse 11.0 box. Here is where things get weird. Some of my users can e-mail RT, having never used/e-mailed it before, and it works perfectly. However another user, who also has never used it, will send an e-mail and it will reject give the "User creation failed in mailgateway: Could not set user info (/var/srv/www/rt3/bin/../lib/RT/Interface/Email.pm:244)" error. If I goto Config -> Users -> create, and enter the username of the user in the username field, then hit create it goes out and does an LDAP lookup, gets all the correct info, fills in the field as I have set. Then as the user already exists it will accept e-mail from them without issue. The same also applies if the user logon to the self service portal, this auto creates them just fine. It is very random. On occasion I have had it not work for a user time and time again, then magically without any changes to any thing, it works. Any help would be greatly welcomed as we want to this operate mainly via e-mail, with the web only for last resort entry of tickets. The messages are delivered to sendmail on the opensuse box via dns (i.e. queuename at rt.domain.internal), from the Internal Exchange 2k7 servers. Any suggestions are very welcomed. Here is the Ldap config out of my rt_siteconfig: Set ($LdapExternalInfo, 1); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'My_LDAP' ]); Set($ExternalInfoPriority, [ 'My_LDAP' ]); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_LDAP' => { ## GENERIC SECTION 'type' => 'ldap', 'server' => '1.2.3.4', 'user' => 'CN=something,CN=Users,DC=xxx,DC=yyyy', 'pass' => 'xxxxx', 'base' => 'dc=xxx,dc=yyyy', 'filter' => '(objectclass=*)', 'd_filter' => '(objectclass=FooBarBaz)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name','EmailAddress', 'RealName' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'department', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAcccountName', 'ExternalContactInfoId' => 'dn', 'Gecos' => 'sAMAccountName', 'Country' => 'company' } } } ); 1; Cheers ... Ash Ashley Morrison, MNet&SysAdmin MCSE MCTS CCNA Network Administrator St. Michael's College 15 Mitton Ave Henley Beach, SA, 5022 Ph: +61 8 8356 5966 Internet: www.smc.sa.edu.au SAGE-AU Member www.sage-au.org.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From Richard.Foley at rfi.net Tue Jul 21 03:05:58 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Tue, 21 Jul 2009 09:05:58 +0200 Subject: [rt-users] re-initilaize rt database In-Reply-To: References: <20090720133055.GD24162@jibsheet.com> Message-ID: <200907210905.59041.Richard.Foley@rfi.net> Yes, read the answer you replied to: > > On Mon, Jul 20, 2009 at 08:26:38AM -0400, testwreq wreq wrote: > > > > If you just want to lose the tickets (but want to keep the > > users/rights/queues) you want to investigate the rt-shredder tool in > > your rt's sbin dir -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Monday 20 July 2009 15:36:09 testwreq wreq wrote: > Will I loose user, rights and queues with initialize database? > > I do want to keep all user rights etc. we have make custom scripts and > templates on queues. I do not want to loose them. I only want to delete all > tickets from 1-200 and start from #1 again. > rgds, rt > On Mon, Jul 20, 2009 at 9:30 AM, Kevin Falcone wrote: > > > On Mon, Jul 20, 2009 at 08:26:38AM -0400, testwreq wreq wrote: > > > Hello RT Gurus: We installed RT 3.8.4 and did some testing. We have > > around 200 test tickets > > > which we would like to completely delete from RT. Is there any way to > > do this? Our RT > > > installation is on mysql. > > > > If you want a totally clean database, from your install directory run > > > > make dropdb; make initdb > > > > If you just want to lose the tickets (but want to keep the > > users/rights/queues) you want to investigate the rt-shredder tool in > > your rt's sbin dir > > > > -kevin > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > From luca.villani at dada.net Tue Jul 21 05:31:44 2009 From: luca.villani at dada.net (Luca Villani) Date: Tue, 21 Jul 2009 11:31:44 +0200 Subject: [rt-users] Broken tickets display Message-ID: <4A658B00.7090908@dada.net> Hi. First, I'm afraid my English is very poor, sorry... :-| We're experiencing a strange behaviour on both our RT installation: when someone reply (or comment) to a ticket (both via e-mail or via webinterface) with a response containing some characters like ? (useful in Italian language) then ticket visualization is broken for this ticket: we can only see workflow until the response, but not response itself and the following workflow. All workflow is stored in db, and broken visualization only affect the ticket with these characters. If we change these character directly on database, a correct visualization is restored. We'd searching on internet, but we find nothing: if your response is RTFM, pleas tell us what FM we must R... ;-) Some informations: - platform is Gentoo Linux for ADM64 - all servers (webservers and database) are fully UTF-8 - webserver is Apache, RDBMS is Mysql Enterprise, MTA is Postix - RT version is 3.6.7 - RT email input encoding is utf-8 iso-8859-1 us-ascii - Mysql version is 5.0.46 Enterprise - Mysql charset is binary - Apache version is 2.2.9 - Apache default charset is UTF-8 Can someone help us? -- Luca Villani - Dada.Net S.p.A. Tel: +39 055 20021517 Mobile: +39 335 8753086 ICQ: 76272621 Skype: luca.villani From tariq.doukkali at autoform.de Tue Jul 21 06:16:15 2009 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Tue, 21 Jul 2009 12:16:15 +0200 Subject: [rt-users] Send email from script Message-ID: <192B76E92530564BAAB9DD78BAE565B74125BECD32@chexchange.autoform.com> Hello, how can I send an email from a script ??? Many thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From SMchugh at grey.com Tue Jul 21 06:11:50 2009 From: SMchugh at grey.com (Mchugh, Sean) Date: Tue, 21 Jul 2009 06:11:50 -0400 Subject: [rt-users] Remove AdminCc based on Custom Field Value Message-ID: I have a queue that records backup job status. When a notification comes in for a successful job, I don't want to send out a Notify Admins email (Global Scrip #4); so, since I can determine a successful job based on the custom field NB_STATUS, which is transmitted in the body of the message, I would like to delete all AdminCc users. Here's what I have in my custom scrip: my $nbstatus = $self->TicketObj->FirstCustomFieldValue('NB_STATUS'); if ($nbstatus == 0) { my $admincc = $self->TicketObj->AdminCcAddresses; my @watchers = split /\,/,$admincc; $RT::Logger->warning("Scrip 12 found watchers: $admincc"); foreach my $watcher (@watchers) { my ($st, $msg) = $self->TicketObj->DeleteWatcher(Type=>'AdminCc',Email=>$watcher); } $self->TicketObj->SetStatus('resolved'); } The ticket status is set correctly, but I can't seem to get any of the 'Watcher' related code to work; 1.) AdminCcAddresses returns nothing 2.) This custom scrip's description starts with a 00 and is set for TransactionBatch, as is Scrip #4; and I can see in the ticket history, that my custom scrip is executing before the Notify Admins scrip 3.) The AdminCc is set on the Queue that this custom scrip executes on and points to a group. Any help would be greatly appreciated :) Sean McHugh VP, Dir. of Global Services Grey Group p. 212-546-1926 m. smchugh at grey.com c. 917-916-8644 From varun.vyas at elitecore.com Tue Jul 21 06:46:36 2009 From: varun.vyas at elitecore.com (Varun) Date: Tue, 21 Jul 2009 16:16:36 +0530 Subject: [rt-users] Scrip Regarding Escalation Of Ticket To Higher Queue Message-ID: <001301ca09f0$85e02220$4f07a8c0@elitecore.com> Hello all I want one functionality like whenever any ticket from my one queue (i.e 24online level 2) is escalated to higher queue ( QAFED ) mail should be fired to admin CC's of QAFED queue that ticket has been escalated to their queue. We have 24 queues in all but I want functionality only for this two queues. Can any one suggest me how I can write scrip for it and if possible please provide me script with template of mail. I am a bit new in RT so I am not much aware of writing custom scrip or scrip. Any help is highly appreciated Thanks in advance Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From shildret at scotth.emsphone.com Tue Jul 21 12:23:49 2009 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Tue, 21 Jul 2009 11:23:49 -0500 Subject: [rt-users] mailgateway & Cass In-Reply-To: <1248121215.4379.56.camel@scotth.emsphone.com> References: <1248121215.4379.56.camel@scotth.emsphone.com> Message-ID: <1248193429.4379.71.camel@scotth.emsphone.com> Thanks for the replies, this actually worked for me, SetHandler perl-script PerlHandler RT::Mason satisfy any allow from all SetHandler perl-script PerlHandler RT::Mason satisfy any allow from all ...from the wiki, which I apparently didn't search well enough. Thanks again, Scott On Mon, 2009-07-20 at 15:20 -0500, Scott T. Hildreth wrote: > Hello, > I'm not sure if this is possible and am hoping someone can tell me, > > In the Apache httpd.conf I have this, > > > AuthType Apache2::AuthCAS > ... > > which redirects to a Cass login page. Currently the rt-mailgate is not > set up, but we would like to set up some queues that clients can just > email to create tickets. The emails fail because the redirect occurs > for a Cass login. I tried adding this to the httpd.conf, > > > Order allow,deny > Allow from all > Options All > AllowOverride All > > > but as I suspected it wouldn't work, since the share/html dir is > required to redirect. Is there a way for me to get this to work? > > > Thanks, > > Scott > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From gleduc at mail.sdsu.edu Tue Jul 21 14:02:18 2009 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 21 Jul 2009 11:02:18 -0700 Subject: [rt-users] Send email from script In-Reply-To: <192B76E92530564BAAB9DD78BAE565B74125BECD32@chexchange.autoform.com> References: <192B76E92530564BAAB9DD78BAE565B74125BECD32@chexchange.autoform.com> Message-ID: <4A6602AA.5030203@mail.sdsu.edu> Hi Tariq, The obvious answer: You select one of the Notify actions that generate e-mail and use a template to design the e-mail. But you probably would've figured that out for yourself. If you are asking how to send an e-mail from a scrip with a user-defined action, I don't think you can. I get around this shortcoming by generating some other transaction in the script code and then use that transaction to trigger a scrip that does the Notify action. Convoluted, but it works. We don't use the Priority field in our tickets, so I use it to trigger stuff like that. Have fun! Gene Tariq Doukkali wrote: > Hello, > > how can I send an email from a script ??? > > Many thanks From c_apotla at qualcomm.com Tue Jul 21 14:34:42 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 21 Jul 2009 11:34:42 -0700 Subject: [rt-users] Send email from script In-Reply-To: <4A6602AA.5030203@mail.sdsu.edu> References: <192B76E92530564BAAB9DD78BAE565B74125BECD32@chexchange.autoform.com>, <4A6602AA.5030203@mail.sdsu.edu> Message-ID: You can actually send out emails via scrips with user defined scrip-Action. The action is but a bit longwinded, but I use it for some of my queues to tweak the outgoing emails (Like add/remove an email id from the outgoing email for all email transactions -- for instance). Let me know if you want the user defined action. -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc [gleduc at mail.sdsu.edu] Sent: Tuesday, July 21, 2009 11:32 PM To: Tariq Doukkali Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Send email from script Hi Tariq, The obvious answer: You select one of the Notify actions that generate e-mail and use a template to design the e-mail. But you probably would've figured that out for yourself. If you are asking how to send an e-mail from a scrip with a user-defined action, I don't think you can. I get around this shortcoming by generating some other transaction in the script code and then use that transaction to trigger a scrip that does the Notify action. Convoluted, but it works. We don't use the Priority field in our tickets, so I use it to trigger stuff like that. Have fun! Gene Tariq Doukkali wrote: > Hello, > > how can I send an email from a script ??? > > 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 From stroke_of_death at yahoo.com Tue Jul 21 14:53:00 2009 From: stroke_of_death at yahoo.com (Sean) Date: Tue, 21 Jul 2009 11:53:00 -0700 (PDT) Subject: [rt-users] RT 3.8.2 -> 3.8.6 upgrade issue FCKeditor error Message-ID: <275314.54151.qm@web58701.mail.re1.yahoo.com> Hi, I recently upgraded from 3.8.2 to 3.8.6 When using the web interface, any interaction involving the FCK editor (i.e. create ticket, reply, resolve, comment) induces a pop-up window (in IE, dont have firefox to test) which says "Unknown toolbar item "CreateDiv" - if I click ok the FCKeditor loads. Luckily, I am doing this on a test instance. When comparing the two FCKeditor screens, there are several buttons missing on the 3.8.6 screen vs. the 3.8.2 in the editor. I can provide screenshots if requested, but I think this is more a problem with "CreateDiv" vs the actual buttons themselves. Any ideas? Thanks. From falcone at bestpractical.com Tue Jul 21 18:11:44 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jul 2009 18:11:44 -0400 Subject: [rt-users] RT 3.8.2 -> 3.8.6 upgrade issue FCKeditor error In-Reply-To: <275314.54151.qm@web58701.mail.re1.yahoo.com> References: <275314.54151.qm@web58701.mail.re1.yahoo.com> Message-ID: <20090721221144.GE24162@jibsheet.com> On Tue, Jul 21, 2009 at 11:53:00AM -0700, Sean wrote: > I recently upgraded from 3.8.2 to 3.8.6 There is no 3.8.6, I assume you mean 3.8.4 > When using the web interface, any interaction involving the FCK > editor (i.e. create ticket, reply, resolve, comment) induces a > pop-up window (in IE, dont have firefox to test) which says "Unknown You don't give an IE version > toolbar item "CreateDiv" - if I click ok the FCKeditor loads. > Luckily, I am doing this on a test instance. When comparing the two > FCKeditor screens, there are several buttons missing on the 3.8.6 > screen vs. the 3.8.2 in the editor. I can provide screenshots if > requested, but I think this is more a problem with "CreateDiv" vs > the actual buttons themselves. 3.8.4 was tested with IE6/7/8 and I don't see this behavior when retesting with IE8. CreateDiv is used in the current version of FCKEditor, it is not an RT extension, so I don't know why you would be getting this error. -kevin From tariq.doukkali at autoform.de Wed Jul 22 01:57:10 2009 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Wed, 22 Jul 2009 07:57:10 +0200 Subject: [rt-users] Send email from script In-Reply-To: References: <192B76E92530564BAAB9DD78BAE565B74125BECD32@chexchange.autoform.com>, <4A6602AA.5030203@mail.sdsu.edu> Message-ID: <192B76E92530564BAAB9DD78BAE565B74125BECE92@chexchange.autoform.com> Hi Ashish, many Thanks for your answer !!!! I want sent an email from a user defined action, but I don't know how can I do that ;-(( Tariq -----Urspr?ngliche Nachricht----- Von: Potla, Ashish Bassaliel [mailto:c_apotla at qualcomm.com] Gesendet: Dienstag, 21. Juli 2009 20:35 An: Gene LeDuc; Tariq Doukkali Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Send email from script You can actually send out emails via scrips with user defined scrip-Action. The action is but a bit longwinded, but I use it for some of my queues to tweak the outgoing emails (Like add/remove an email id from the outgoing email for all email transactions -- for instance). Let me know if you want the user defined action. -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc [gleduc at mail.sdsu.edu] Sent: Tuesday, July 21, 2009 11:32 PM To: Tariq Doukkali Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Send email from script Hi Tariq, The obvious answer: You select one of the Notify actions that generate e-mail and use a template to design the e-mail. But you probably would've figured that out for yourself. If you are asking how to send an e-mail from a scrip with a user-defined action, I don't think you can. I get around this shortcoming by generating some other transaction in the script code and then use that transaction to trigger a scrip that does the Notify action. Convoluted, but it works. We don't use the Priority field in our tickets, so I use it to trigger stuff like that. Have fun! Gene Tariq Doukkali wrote: > Hello, > > how can I send an email from a script ??? > > 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 From c_apotla at qualcomm.com Wed Jul 22 03:11:18 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 22 Jul 2009 00:11:18 -0700 Subject: [rt-users] Send email from script In-Reply-To: <192B76E92530564BAAB9DD78BAE565B74125BECE92@chexchange.autoform.com> References: <192B76E92530564BAAB9DD78BAE565B74125BECD32@chexchange.autoform.com>, <4A6602AA.5030203@mail.sdsu.edu> , <192B76E92530564BAAB9DD78BAE565B74125BECE92@chexchange.autoform.com> Message-ID: Here is a sample : Description : On Correspond Condition: On Correspond Action: User Defined Template:Global Template : QCT Transaction Stage: Transaction Batch Custom Action Prep Code: ------------ require RT::Action::SendEmail; use strict; use vars qw/@ISA/; @ISA = qw(RT::Action::SendEmail); $self->SetRecipients(); $self->SUPER::Prepare(); $self->SUPER::Commit(); sub SetRecipients { my $self = shift; my $ticket = $self->TicketObj; my ( @To, @PseudoTo, @Cc, @Bcc ); my $arg ='Owner,Requestor,AdminCc,Cc'; ##Requestor push @To, $ticket->Requestors->MemberEmailAddresses; ##CC push ( @Cc, $ticket->Cc->MemberEmailAddresses ); push ( @Cc, $ticket->QueueObj->Cc->MemberEmailAddresses ); ##Admin CC push ( @Bcc, $ticket->AdminCc->MemberEmailAddresses ); push ( @Bcc, $ticket->QueueObj->AdminCc->MemberEmailAddresses ); ##Owner push ( @Bcc, $ticket->OwnerObj->EmailAddress ); ##Other Recipients if ( my $attachment = $self->TransactionObj->Attachments->First ) { push @Cc, map { $_->address } Email::Address->parse($attachment->GetHeader('RT-Send-Cc')); push @Bcc, map { $_->address } Email::Address->parse($attachment->GetHeader('RT-Send-Bcc')); } ##FriendlyToLineFormat if ( RT->Config->Get('UseFriendlyToLine') ) { unless (@To) { push @PseudoTo, sprintf RT->Config->Get('FriendlyToLineFormat'), $arg, $ticket->id; } } my $creator = $self->TransactionObj->CreatorObj->EmailAddress(); #Strip the sender out of the To, Cc and AdminCc and set the # recipients fields used to build the message by the superclass. # unless a flag is set if (RT->Config->Get('NotifyActor')) { @{ $self->{'To'} } = @To; @{ $self->{'Cc'} } = @Cc; @{ $self->{'Bcc'} } = @Bcc; } else { @{ $self->{'To'} } = grep ( lc $_ ne lc $creator, @To ); @{ $self->{'Cc'} } = grep ( lc $_ ne lc $creator, @Cc ); @{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc ); } } 1; ------------ Custom Action Cleanup Code: ------------ return 1; ------------ This is how I send emails from scrips when I donot want to touch the database ie create new scripactions on the database. Needless to say the above scrip is equivalent to On correspond , Notify Requestor, Owner, AdminCC, CC, Other Recepients. hope this helps. -Ashish ________________________________________ From: Tariq Doukkali [tariq.doukkali at autoform.de] Sent: Wednesday, July 22, 2009 11:27 AM To: Potla, Ashish Bassaliel Cc: rt-users at lists.bestpractical.com Subject: AW: [rt-users] Send email from script Hi Ashish, many Thanks for your answer !!!! I want sent an email from a user defined action, but I don't know how can I do that ;-(( Tariq -----Urspr?ngliche Nachricht----- Von: Potla, Ashish Bassaliel [mailto:c_apotla at qualcomm.com] Gesendet: Dienstag, 21. Juli 2009 20:35 An: Gene LeDuc; Tariq Doukkali Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Send email from script You can actually send out emails via scrips with user defined scrip-Action. The action is but a bit longwinded, but I use it for some of my queues to tweak the outgoing emails (Like add/remove an email id from the outgoing email for all email transactions -- for instance). Let me know if you want the user defined action. -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc [gleduc at mail.sdsu.edu] Sent: Tuesday, July 21, 2009 11:32 PM To: Tariq Doukkali Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Send email from script Hi Tariq, The obvious answer: You select one of the Notify actions that generate e-mail and use a template to design the e-mail. But you probably would've figured that out for yourself. If you are asking how to send an e-mail from a scrip with a user-defined action, I don't think you can. I get around this shortcoming by generating some other transaction in the script code and then use that transaction to trigger a scrip that does the Notify action. Convoluted, but it works. We don't use the Priority field in our tickets, so I use it to trigger stuff like that. Have fun! Gene Tariq Doukkali wrote: > Hello, > > how can I send an email from a script ??? > > 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 From tariq.doukkali at autoform.de Wed Jul 22 04:07:37 2009 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Wed, 22 Jul 2009 10:07:37 +0200 Subject: [rt-users] Send email from script In-Reply-To: References: <192B76E92530564BAAB9DD78BAE565B74125BECD32@chexchange.autoform.com>, <4A6602AA.5030203@mail.sdsu.edu> , <192B76E92530564BAAB9DD78BAE565B74125BECE92@chexchange.autoform.com> Message-ID: <192B76E92530564BAAB9DD78BAE565B74125BECEF1@chexchange.autoform.com> Hi Ashish, The script is working fine !!! Now I can send messages from a script directly. But I don't know how to modify the subject of the message (email) ?? Many thanks for your help Best regards from Germany, Tariq -----Urspr?ngliche Nachricht----- Von: Potla, Ashish Bassaliel [mailto:c_apotla at qualcomm.com] Gesendet: Mittwoch, 22. Juli 2009 09:11 An: Tariq Doukkali Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Send email from script Here is a sample : Description : On Correspond Condition: On Correspond Action: User Defined Template:Global Template : QCT Transaction Stage: Transaction Batch Custom Action Prep Code: ------------ require RT::Action::SendEmail; use strict; use vars qw/@ISA/; @ISA = qw(RT::Action::SendEmail); $self->SetRecipients(); $self->SUPER::Prepare(); $self->SUPER::Commit(); sub SetRecipients { my $self = shift; my $ticket = $self->TicketObj; my ( @To, @PseudoTo, @Cc, @Bcc ); my $arg ='Owner,Requestor,AdminCc,Cc'; ##Requestor push @To, $ticket->Requestors->MemberEmailAddresses; ##CC push ( @Cc, $ticket->Cc->MemberEmailAddresses ); push ( @Cc, $ticket->QueueObj->Cc->MemberEmailAddresses ); ##Admin CC push ( @Bcc, $ticket->AdminCc->MemberEmailAddresses ); push ( @Bcc, $ticket->QueueObj->AdminCc->MemberEmailAddresses ); ##Owner push ( @Bcc, $ticket->OwnerObj->EmailAddress ); ##Other Recipients if ( my $attachment = $self->TransactionObj->Attachments->First ) { push @Cc, map { $_->address } Email::Address->parse($attachment->GetHeader('RT-Send-Cc')); push @Bcc, map { $_->address } Email::Address->parse($attachment->GetHeader('RT-Send-Bcc')); } ##FriendlyToLineFormat if ( RT->Config->Get('UseFriendlyToLine') ) { unless (@To) { push @PseudoTo, sprintf RT->Config->Get('FriendlyToLineFormat'), $arg, $ticket->id; } } my $creator = $self->TransactionObj->CreatorObj->EmailAddress(); #Strip the sender out of the To, Cc and AdminCc and set the # recipients fields used to build the message by the superclass. # unless a flag is set if (RT->Config->Get('NotifyActor')) { @{ $self->{'To'} } = @To; @{ $self->{'Cc'} } = @Cc; @{ $self->{'Bcc'} } = @Bcc; } else { @{ $self->{'To'} } = grep ( lc $_ ne lc $creator, @To ); @{ $self->{'Cc'} } = grep ( lc $_ ne lc $creator, @Cc ); @{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc ); } } 1; ------------ Custom Action Cleanup Code: ------------ return 1; ------------ This is how I send emails from scrips when I donot want to touch the database ie create new scripactions on the database. Needless to say the above scrip is equivalent to On correspond , Notify Requestor, Owner, AdminCC, CC, Other Recepients. hope this helps. -Ashish ________________________________________ From: Tariq Doukkali [tariq.doukkali at autoform.de] Sent: Wednesday, July 22, 2009 11:27 AM To: Potla, Ashish Bassaliel Cc: rt-users at lists.bestpractical.com Subject: AW: [rt-users] Send email from script Hi Ashish, many Thanks for your answer !!!! I want sent an email from a user defined action, but I don't know how can I do that ;-(( Tariq -----Urspr?ngliche Nachricht----- Von: Potla, Ashish Bassaliel [mailto:c_apotla at qualcomm.com] Gesendet: Dienstag, 21. Juli 2009 20:35 An: Gene LeDuc; Tariq Doukkali Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Send email from script You can actually send out emails via scrips with user defined scrip-Action. The action is but a bit longwinded, but I use it for some of my queues to tweak the outgoing emails (Like add/remove an email id from the outgoing email for all email transactions -- for instance). Let me know if you want the user defined action. -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc [gleduc at mail.sdsu.edu] Sent: Tuesday, July 21, 2009 11:32 PM To: Tariq Doukkali Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Send email from script Hi Tariq, The obvious answer: You select one of the Notify actions that generate e-mail and use a template to design the e-mail. But you probably would've figured that out for yourself. If you are asking how to send an e-mail from a scrip with a user-defined action, I don't think you can. I get around this shortcoming by generating some other transaction in the script code and then use that transaction to trigger a scrip that does the Notify action. Convoluted, but it works. We don't use the Priority field in our tickets, so I use it to trigger stuff like that. Have fun! Gene Tariq Doukkali wrote: > Hello, > > how can I send an email from a script ??? > > 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 From varun.vyas at elitecore.com Wed Jul 22 04:44:34 2009 From: varun.vyas at elitecore.com (Varun) Date: Wed, 22 Jul 2009 14:14:34 +0530 Subject: [rt-users] Wrong SID Picked By RT Message-ID: <000501ca0aa8$a42852d0$4f07a8c0@elitecore.com> Hello All I m shifting my RT to oracle 10g and everytime I tried to connect I got following error [Wed Jul 22 19:39:41 2009] [notice] FastCGI: process manager initialized (pid 3599) [Wed Jul 22 19:39:41 2009] [notice] Apache/2.0.53 (Unix) mod_fastcgi/2.4.2 configured -- resuming normal operations [Wed Jul 22 19:39:41 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 3601) DBI connect('host=hostname;sid=oracle;port=1522','rtracker',...) failed: ORA-12505: TNS:listener does not currently know of SID given in connect descriptor (DBD ERROR: OCIServerAttach) at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 107 Connect Failed ORA-12505: TNS:listener does not currently know of SID given in connect descriptor (DBD ERROR: OCIServerAttach) at /opt/rt3/lib/RT.pm line 205 in sub dsnin sub dsn[Wed Jul 22 19:39:42 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 3601) terminated by calling exit with status '255' [Wed Jul 22 19:39:42 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 3607) DBI connect('host=hostname;sid=oracle;port=1522','rtracker',...) failed: ORA-12505: TNS:listener does not currently know of SID given in connect descriptor (DBD ERROR: OCIServerAttach) at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 107 Connect Failed ORA-12505: TNS:listener does not currently know of SID given in connect descriptor (DBD ERROR: OCIServerAttach) at /opt/rt3/lib/RT.pm line 205 in sub dsnin sub dsn[Wed Jul 22 19:39:42 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 3607) terminated by calling exit with status '255' [Wed Jul 22 19:39:43 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 3609) DBI connect('host=hostname;sid=oracle;port=1522','rtracker',...) failed: ORA-12505: TNS:listener does not currently know of SID given in connect descriptor (DBD ERROR: OCIServerAttach) at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 107 Connect Failed ORA-12505: TNS:listener does not currently know of SID given in connect descriptor (DBD ERROR: OCIServerAttach) at /opt/rt3/lib/RT.pm line 205 in sub dsnin sub dsn[Wed Jul 22 19:39:44 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 3609) terminated by calling exit with status '255' [Wed Jul 22 19:39:44 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 3611) DBI connect('host=hostname;sid=oracle;port=1522','rtracker',...) failed: ORA-12505: TNS:listener does not currently know of SID given in connect descriptor (DBD ERROR: OCIServerAttach) at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 107 Connect Failed ORA-12505: TNS:listener does not currently know of SID given in connect descriptor (DBD ERROR: OCIServerAttach) at /opt/rt3/lib/RT.pm line 205 in sub dsnin sub dsn[Wed Jul 22 19:39:45 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 3611) terminated by calling exit with status '255' [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:45 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 [Wed Jul 22 19:39:46 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 [Wed Jul 22 19:39:46 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 [Wed Jul 22 19:39:46 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 [Wed Jul 22 19:39:46 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 [Wed Jul 22 19:39:46 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 [Wed Jul 22 19:39:46 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 [Wed Jul 22 19:39:46 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 [Wed Jul 22 19:39:46 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 [Wed Jul 22 19:39:46 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 [Wed Jul 22 19:39:46 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 Actully when I looked at the problem with oracle connection. I find it is picking up wrong SID for connecting oracle 10g. We have given SID as 'rtbetadb' in oracle and also in RT_Siteconfig but some how it is picking up SID = "oracle". I don't know from where it is picking that thing. Anyone has any ideas Thanks In Advance Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Wed Jul 22 04:54:38 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 22 Jul 2009 01:54:38 -0700 Subject: [rt-users] Send email from script In-Reply-To: <192B76E92530564BAAB9DD78BAE565B74125BECEF1@chexchange.autoform.com> References: <192B76E92530564BAAB9DD78BAE565B74125BECD32@chexchange.autoform.com>, <4A6602AA.5030203@mail.sdsu.edu> , <192B76E92530564BAAB9DD78BAE565B74125BECE92@chexchange.autoform.com> , <192B76E92530564BAAB9DD78BAE565B74125BECEF1@chexchange.autoform.com> Message-ID: That should be easy, Inside Set recepients subroutine place something like : $ticket->SetSubject('New Subject'); This is all present in the api. -Ashish ________________________________________ From: Tariq Doukkali [tariq.doukkali at autoform.de] Sent: Wednesday, July 22, 2009 1:37 PM To: Potla, Ashish Bassaliel Cc: rt-users at lists.bestpractical.com Subject: AW: [rt-users] Send email from script Hi Ashish, The script is working fine !!! Now I can send messages from a script directly. But I don't know how to modify the subject of the message (email) ?? Many thanks for your help Best regards from Germany, Tariq -----Urspr?ngliche Nachricht----- Von: Potla, Ashish Bassaliel [mailto:c_apotla at qualcomm.com] Gesendet: Mittwoch, 22. Juli 2009 09:11 An: Tariq Doukkali Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Send email from script Here is a sample : Description : On Correspond Condition: On Correspond Action: User Defined Template:Global Template : QCT Transaction Stage: Transaction Batch Custom Action Prep Code: ------------ require RT::Action::SendEmail; use strict; use vars qw/@ISA/; @ISA = qw(RT::Action::SendEmail); $self->SetRecipients(); $self->SUPER::Prepare(); $self->SUPER::Commit(); sub SetRecipients { my $self = shift; my $ticket = $self->TicketObj; my ( @To, @PseudoTo, @Cc, @Bcc ); my $arg ='Owner,Requestor,AdminCc,Cc'; ##Requestor push @To, $ticket->Requestors->MemberEmailAddresses; ##CC push ( @Cc, $ticket->Cc->MemberEmailAddresses ); push ( @Cc, $ticket->QueueObj->Cc->MemberEmailAddresses ); ##Admin CC push ( @Bcc, $ticket->AdminCc->MemberEmailAddresses ); push ( @Bcc, $ticket->QueueObj->AdminCc->MemberEmailAddresses ); ##Owner push ( @Bcc, $ticket->OwnerObj->EmailAddress ); ##Other Recipients if ( my $attachment = $self->TransactionObj->Attachments->First ) { push @Cc, map { $_->address } Email::Address->parse($attachment->GetHeader('RT-Send-Cc')); push @Bcc, map { $_->address } Email::Address->parse($attachment->GetHeader('RT-Send-Bcc')); } ##FriendlyToLineFormat if ( RT->Config->Get('UseFriendlyToLine') ) { unless (@To) { push @PseudoTo, sprintf RT->Config->Get('FriendlyToLineFormat'), $arg, $ticket->id; } } my $creator = $self->TransactionObj->CreatorObj->EmailAddress(); #Strip the sender out of the To, Cc and AdminCc and set the # recipients fields used to build the message by the superclass. # unless a flag is set if (RT->Config->Get('NotifyActor')) { @{ $self->{'To'} } = @To; @{ $self->{'Cc'} } = @Cc; @{ $self->{'Bcc'} } = @Bcc; } else { @{ $self->{'To'} } = grep ( lc $_ ne lc $creator, @To ); @{ $self->{'Cc'} } = grep ( lc $_ ne lc $creator, @Cc ); @{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc ); } } 1; ------------ Custom Action Cleanup Code: ------------ return 1; ------------ This is how I send emails from scrips when I donot want to touch the database ie create new scripactions on the database. Needless to say the above scrip is equivalent to On correspond , Notify Requestor, Owner, AdminCC, CC, Other Recepients. hope this helps. -Ashish ________________________________________ From: Tariq Doukkali [tariq.doukkali at autoform.de] Sent: Wednesday, July 22, 2009 11:27 AM To: Potla, Ashish Bassaliel Cc: rt-users at lists.bestpractical.com Subject: AW: [rt-users] Send email from script Hi Ashish, many Thanks for your answer !!!! I want sent an email from a user defined action, but I don't know how can I do that ;-(( Tariq -----Urspr?ngliche Nachricht----- Von: Potla, Ashish Bassaliel [mailto:c_apotla at qualcomm.com] Gesendet: Dienstag, 21. Juli 2009 20:35 An: Gene LeDuc; Tariq Doukkali Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Send email from script You can actually send out emails via scrips with user defined scrip-Action. The action is but a bit longwinded, but I use it for some of my queues to tweak the outgoing emails (Like add/remove an email id from the outgoing email for all email transactions -- for instance). Let me know if you want the user defined action. -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc [gleduc at mail.sdsu.edu] Sent: Tuesday, July 21, 2009 11:32 PM To: Tariq Doukkali Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Send email from script Hi Tariq, The obvious answer: You select one of the Notify actions that generate e-mail and use a template to design the e-mail. But you probably would've figured that out for yourself. If you are asking how to send an e-mail from a scrip with a user-defined action, I don't think you can. I get around this shortcoming by generating some other transaction in the script code and then use that transaction to trigger a scrip that does the Notify action. Convoluted, but it works. We don't use the Priority field in our tickets, so I use it to trigger stuff like that. Have fun! Gene Tariq Doukkali wrote: > Hello, > > how can I send an email from a script ??? > > 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 From bjoern.schulz at desy.de Wed Jul 22 05:35:38 2009 From: bjoern.schulz at desy.de (Bjoern Schulz) Date: Wed, 22 Jul 2009 11:35:38 +0200 Subject: [rt-users] behavior change after using FCKeditor Message-ID: <4A66DD6A.4070008@desy.de> Hi together, we observed a behavior change in bulk update if using FCKeditor. Problem: Bulk update to take owner ship for several tickets without FCKeditor enabled sends no mail in our environment. That's the behavior we know. Same with FCKeditor enabled sends mail. That's new and unwanted. Does any body know something about that? Ciao, Bj?rn From mccarthp at bu.edu Wed Jul 22 10:29:17 2009 From: mccarthp at bu.edu (Mccarthy, Patrick Joseph) Date: Wed, 22 Jul 2009 10:29:17 -0400 Subject: [rt-users] RT 3.8.4 - How to change the available Status options? Message-ID: <9142F9D6B7BA434F966510056A36D5D50863BF12@bumc-xbe.ad.bu.edu> I've tried a few different things I've found online to add a status in addition to 'new', 'stalled', etc. One site suggested adding a file rt3/local/lib/RT/Queue_Local.pm to redefine @ACTIVE_STATUS, and another suggested that I modify rt3/lib/RT/Queue_Overlay.pm. Restarting the webserver and then the machine after trying each didn't bring about any changes. What's the preferred methodology in the current version? Patrick -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.hopps at gmail.com Wed Jul 22 10:39:52 2009 From: steve.hopps at gmail.com (Steve Hopps) Date: Wed, 22 Jul 2009 09:39:52 -0500 Subject: [rt-users] Reassigning tickets as superuser Message-ID: <7c086ee20907220739x662d2378p828d5130a9f275d7@mail.gmail.com> It seems there is no way to give someone permission to simply reassign a ticket which is already owned. No matter what, you must 'steal' the ticket, then reassign it. >From a manager's perspective this is kind of a pain (I teased my boss "I know it's a whole extra click!"), would it be possible for this to be changed in an upcoming patch so that you can assign a permission which allows someone to reassign tickets even if they are not the owner? -Steve Hopps -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Jul 22 11:04:16 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 22 Jul 2009 08:04:16 -0700 Subject: [rt-users] RT 3.8.4 - How to change the available Status options? In-Reply-To: <9142F9D6B7BA434F966510056A36D5D50863BF12@bumc-xbe.ad.bu.edu> References: <9142F9D6B7BA434F966510056A36D5D50863BF12@bumc-xbe.ad.bu.edu> Message-ID: <4A672A70.5020204@lbl.gov> Patrick, We added "pending QA" and "QA approvd" (you are limited to 10 char), by simply adding them to the setting in RT_SiteConfig.pm in $RTHOME/etc like this: "*@ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') unless @ActiveStatus;" *Then, the only other thing you might want to do is modify the "MySupportQueues" and "Quicksearch" queries so the new status values will show up. Hope this helps. Kenn LBNL On 7/22/2009 7:29 AM, Mccarthy, Patrick Joseph wrote: > > > > I've tried a few different things I've found online to add a status in > addition to 'new', 'stalled', etc. > > > > One site suggested adding a file rt3/local/lib/RT/Queue_Local.pm to > redefine @ACTIVE_STATUS, and another suggested that I modify > rt3/lib/RT/Queue_Overlay.pm. Restarting the webserver and then the > machine after trying each didn't bring about any changes. > > > > What's the preferred methodology in the current version? > > > > Patrick > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From RSchaffer at TerpSys.com Wed Jul 22 11:05:35 2009 From: RSchaffer at TerpSys.com (Schaffer, Russell) Date: Wed, 22 Jul 2009 11:05:35 -0400 Subject: [rt-users] RT 3.8.4 - How to change the available Status options? In-Reply-To: <9142F9D6B7BA434F966510056A36D5D50863BF12@bumc-xbe.ad.bu.edu> References: <9142F9D6B7BA434F966510056A36D5D50863BF12@bumc-xbe.ad.bu.edu> Message-ID: <155CB6D2BE449445B618D8C5115F1BB801E8C9BA61@tsmail4> Patrick, I add this line to my RT_SiteConfig file to add a QA status. Set(@ActiveStatus, qw(new open stalled QA) ); Thanks Russell From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mccarthy, Patrick Joseph Sent: Wednesday, July 22, 2009 10:29 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.8.4 - How to change the available Status options? I've tried a few different things I've found online to add a status in addition to 'new', 'stalled', etc. One site suggested adding a file rt3/local/lib/RT/Queue_Local.pm to redefine @ACTIVE_STATUS, and another suggested that I modify rt3/lib/RT/Queue_Overlay.pm. Restarting the webserver and then the machine after trying each didn't bring about any changes. What's the preferred methodology in the current version? Patrick ****************************************************************** PLEASE NOTE: This e-mail and any attachments hereto are confidential, and may contain proprietary, privileged or legally protected information. If you are not the intended recipient, please delete this email and all attachments without making copies and notify the sender by telephone or e-mail. E-mail transmissions are inherently subject to disruption, corruption, late or incomplete delivery, and viruses. The sender does not accept responsibility for any errors, omissions or other consequences resulting from the transmission of this e-mail. This notice applies to all TerpSys e-mails and attachments appearing in all e-mail strings containing the message to which this notice is appended. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jul 22 11:29:59 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 22 Jul 2009 11:29:59 -0400 Subject: [rt-users] behavior change after using FCKeditor In-Reply-To: <4A66DD6A.4070008@desy.de> References: <4A66DD6A.4070008@desy.de> Message-ID: <20090722152959.GF24162@jibsheet.com> On Wed, Jul 22, 2009 at 11:35:38AM +0200, Bjoern Schulz wrote: > Hi together, > we observed a behavior change in bulk update if using FCKeditor. > > Problem: > > Bulk update to take owner ship for several tickets without FCKeditor > enabled sends no mail in our environment. That's the behavior we know. > > Same with FCKeditor enabled sends mail. That's new and unwanted. Bj?rn I've bounced your report into the RT bugtracker. It looks like FCKEditor changed their default content slightly and a regexp needs loosening. -kevin From stroke_of_death at yahoo.com Wed Jul 22 12:28:48 2009 From: stroke_of_death at yahoo.com (Sean) Date: Wed, 22 Jul 2009 09:28:48 -0700 (PDT) Subject: [rt-users] RT 3.8.2 -> 3.8.4 upgrade issue FCKeditor error Message-ID: <992147.13204.qm@web58707.mail.re1.yahoo.com> Hi, Apologies, yes you are correct, it is 3.8.4 (doh!) I have updated the subject line accordingly. > You don't give an IE version IE 7, also tried Firefox just now, same error. I'll poke around a bit more. --- On Tue, 7/21/09, Kevin Falcone wrote: > From: Kevin Falcone > Subject: Re: [rt-users] RT 3.8.2 -> 3.8.6 upgrade issue FCKeditor error > To: rt-users at lists.bestpractical.com > Date: Tuesday, July 21, 2009, 3:11 PM > On Tue, Jul 21, 2009 at 11:53:00AM > -0700, Sean wrote: > > I recently upgraded from 3.8.2 to 3.8.6 > > There is no 3.8.6, I assume you mean 3.8.4 > > > When using the web interface, any interaction > involving the FCK > > editor (i.e. create ticket, reply, resolve, comment) > induces a > > pop-up window (in IE, dont have firefox to test) which > says "Unknown > > You don't give an IE version > > > toolbar item "CreateDiv"? - if I click ok the > FCKeditor loads. > > Luckily, I am doing this on a test instance. When > comparing the two > > FCKeditor screens, there are several buttons missing > on the 3.8.6 > > screen vs. the 3.8.2 in the editor. I can provide > screenshots if > > requested, but I think this is more a problem with > "CreateDiv" vs > > the actual buttons themselves. > > 3.8.4 was tested with IE6/7/8 and I don't see this behavior > when > retesting with IE8. > > CreateDiv is used in the current version of FCKEditor, it > is not an RT > extension, so I don't know why you would be getting this > error. > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From juan.mas at gmail.com Wed Jul 22 13:46:11 2009 From: juan.mas at gmail.com (Juan Mas) Date: Wed, 22 Jul 2009 13:46:11 -0400 Subject: [rt-users] RT 3.6.6 - Ticket could not be created due to an internal error Message-ID: <7d73da0907221046i7f287d4dycb59170984209308@mail.gmail.com> For some reason, I can no longer create tickets in RT Helpdesk. When I look at the logs I see the message below. Then I see a failed insert into Groups. Does anyone know what this message is and how I can fix? DBD::mysql::st execute failed: The table 'Groups' is full at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505, line 86. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) From shildret at scotth.emsphone.com Wed Jul 22 14:13:59 2009 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 22 Jul 2009 13:13:59 -0500 Subject: [rt-users] Docs for mailgate comments? Message-ID: <1248286439.50231.5.camel@scotth.emsphone.com> Can someone please explain or point me to the docs on how the comments work for email. I'm sure it is right under my nose, but all I can find is how to setup the rt-mailgate. Does RT parse the ticket number from the subject? Thanks, Scott From jpierce at cambridgeenergyalliance.org Wed Jul 22 14:54:16 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 22 Jul 2009 14:54:16 -0400 Subject: [rt-users] Docs for mailgate comments? In-Reply-To: <1248286439.50231.5.camel@scotth.emsphone.com> References: <1248286439.50231.5.camel@scotth.emsphone.com> Message-ID: On Wed, Jul 22, 2009 at 14:13, Scott T. Hildreth wrote: > Can someone please explain or point me to the docs on how > the comments work for email. ?I'm sure it is right under my > nose, but all I can find is how to setup the rt-mailgate. You need a separate email address routing to RT with the --action set to comment. I recommend using --action correspond --extension action though. Then queue at rt.example.net is correspond and queue+comment at rt.example.net is comment. >?Does RT parse the ticket number from the subject? Yes, but that has nothing to do with comments per se. -- Cambridge Energy Alliance: Save money. Save the planet. From shildret at scotth.emsphone.com Wed Jul 22 14:58:52 2009 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 22 Jul 2009 13:58:52 -0500 Subject: [rt-users] Docs for mailgate comments? In-Reply-To: References: <1248286439.50231.5.camel@scotth.emsphone.com> Message-ID: <1248289132.50231.7.camel@scotth.emsphone.com> On Wed, 2009-07-22 at 14:54 -0400, Jerrad Pierce wrote: > On Wed, Jul 22, 2009 at 14:13, Scott T. > Hildreth wrote: > > Can someone please explain or point me to the docs on how > > the comments work for email. I'm sure it is right under my > > nose, but all I can find is how to setup the rt-mailgate. > You need a separate email address routing to RT with the --action set > to comment. I recommend using I do have the separate email for comment. > --action correspond --extension action though. > > Then queue at rt.example.net is correspond and > queue+comment at rt.example.net is comment. > > > Does RT parse the ticket number from the subject? > Yes, but that has nothing to do with comments per se. Okay, maybe I misunderstand the comments, I thought it would be a comment for a certain ticket?? > From testwreq at gmail.com Wed Jul 22 15:07:10 2009 From: testwreq at gmail.com (testwreq wreq) Date: Wed, 22 Jul 2009 15:07:10 -0400 Subject: [rt-users] RT interface for non-privileged users Message-ID: Hello RT experts: I want to allow our non-privileged users to be able to view their tickets using RT web interface. They do not have a password to the system. What changes should be made to accomplish this? We have new 3.8.4 setup on mysql db. Still trying to figure out a lot of things. Thanks, rq -------------- next part -------------- An HTML attachment was scrubbed... URL: From Rich.West at wesmo.com Wed Jul 22 15:14:49 2009 From: Rich.West at wesmo.com (Rich West) Date: Wed, 22 Jul 2009 15:14:49 -0400 Subject: [rt-users] Commands by Email Message-ID: <4A676529.1000905@wesmo.com> Way back in the day, when I was heavily involved in the development of RT, there was a way to send commands in to RT to set some of the metadata (queue, owner, status, etc). Now that the place I am at is heavily entrenched in to RT 3.8.4 and our separate front-end form submission system is nearing completion (it's on an ASP server.. not by my choice, but it is what it is..), I'm looking in to how to get the latest RT to do the same. I installed the CommandsByMail extension, and it is parsing the email, but it isn't parsing everything. In fact, it is only processing the Owner setting. I get the feeling like I am missing syntax, ordering, or something, but I am not getting a lot (any) of debugging out of it. Additionally, the documentation is relatively slim. Any pointers in the right direction are more than welcome. :) Thanks! -Rich From ruslan.zakirov at gmail.com Wed Jul 22 16:53:47 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 23 Jul 2009 00:53:47 +0400 Subject: [rt-users] Commands by Email In-Reply-To: <4A676529.1000905@wesmo.com> References: <4A676529.1000905@wesmo.com> Message-ID: <589c94400907221353g6918fda1x97441726d122271b@mail.gmail.com> What's so slim in the doc? http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Extension/CommandByMail.pm http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Interface/Email/Filter/TakeAction.pm#COMMANDS_commands_below Simple rules: no html, no empty lines, commands like headers, but in body. On Wed, Jul 22, 2009 at 11:14 PM, Rich West wrote: > Way back in the day, when I was heavily involved in the development of > RT, there was a way to send commands in to RT to set some of the > metadata (queue, owner, status, etc). > > Now that the place I am at is heavily entrenched in to RT 3.8.4 and our > separate front-end form submission system is nearing completion (it's on > an ASP server.. not by my choice, but it is what it is..), I'm looking > in to how to get the latest RT to do the same. ?I installed the > CommandsByMail extension, and it is parsing the email, but it isn't > parsing everything. ?In fact, it is only processing the Owner setting. > > I get the feeling like I am missing syntax, ordering, or something, but > I am not getting a lot (any) of debugging out of it. ?Additionally, the > documentation is relatively slim. > > Any pointers in the right direction are more than welcome. :) > > Thanks! > -Rich > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From bouncyinc at gmail.com Wed Jul 22 23:10:53 2009 From: bouncyinc at gmail.com (bouncyinc at gmail.com) Date: Thu, 23 Jul 2009 03:10:53 +0000 Subject: [rt-users] Commands by Email Message-ID: <4a67d4c9.02578c0a.1b8f.5f9f@mx.google.com> I also would be interested in knowing what the current state of this is as I want to use th systrm in an entire email read remote fashion ---------- Sent via Cricket Mobile Email ------Original Message------ From: Rich West To: "rt-users at lists.bestpractical.com" Date: Wed, 22 Jul 2009 03:14:49 PM -0400 Subject: [rt-users] Commands by Email Way back in the day, when I was heavily involved in the development of RT, there was a way to send commands in to RT to set some of the metadata (queue, owner, status, etc). Now that the place I am at is heavily entrenched in to RT 3.8.4 and our separate front-end form submission system is nearing completion (it's on an ASP server.. not by my choice, but it is what it is..), I'm looking in to how to get the latest RT to do the same. I installed the CommandsByMail extension, and it is parsing the email, but it isn't parsing everything. In fact, it is only processing the Owner setting. I get the feeling like I am missing syntax, ordering, or something, but I am not getting a lot (any) of debugging out of it. Additionally, the documentation is relatively slim. Any pointers in the right direction are more than welcome. :) Thanks! -Rich _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 ravi-lists at g8o.net Thu Jul 23 00:13:37 2009 From: ravi-lists at g8o.net (ravi) Date: Thu, 23 Jul 2009 00:13:37 -0400 Subject: [rt-users] Styling RT (CSS) Message-ID: <5AABCAFD-7C37-4773-A575-CECBC02EEBAD@g8o.net> Hello all, I am trying to modify the web2 RT UI/interface (I created a new style by copying the relevant files into a new directory). In particular, I want to remove the background colour alternation, and instead replace it with one colour for all the metadata/metainfo, one colour for comments, and one colour for correspondence. The first part is easy since there is a .metadata class attached to these elements. However, both comments and correspondence have the same identification (classes .content > .messagebody). From what I can tell, this makes it difficult to style them differently. Am I missing something? I am running RT 3.8.4. Thank you, --ravi From torsten.brumm at googlemail.com Thu Jul 23 02:17:24 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 23 Jul 2009 08:17:24 +0200 Subject: [rt-users] RT 3.6.6 - Ticket could not be created due to an internal error In-Reply-To: <7d73da0907221046i7f287d4dycb59170984209308@mail.gmail.com> References: <7d73da0907221046i7f287d4dycb59170984209308@mail.gmail.com> Message-ID: Hard Disc full?!? Torsten 2009/7/22 Juan Mas > For some reason, I can no longer create tickets in RT Helpdesk. When > I look at the logs I see the message below. Then I see a failed > insert into Groups. Does anyone know what this message is and how I > can fix? > > > DBD::mysql::st execute failed: The table 'Groups' is full at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505, > line 86. > (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Thu Jul 23 02:20:17 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 23 Jul 2009 08:20:17 +0200 Subject: [rt-users] RT interface for non-privileged users In-Reply-To: References: Message-ID: For unprivileged users rt has a selfservice interface where unprivileged user will be redirected to after login. to create a login (password) for this users, have a look into the wiki and search for autogenerated password or similar, which you can add to the autoreply template. this will sent to each new user the password. for all already created users you can use the Password Reset RTx from BPS SVN (cant remember the correct name) Torsten 2009/7/22 testwreq wreq > Hello RT experts: > > I want to allow our non-privileged users to be able to view their tickets > using RT web interface. They do not have a password to the system. What > changes should be made to accomplish this? > > We have new 3.8.4 setup on mysql db. Still trying to figure out a lot of > things. > > Thanks, > rq > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From FluchT at wyeth.com Thu Jul 23 05:23:07 2009 From: FluchT at wyeth.com (Thomas Fluch) Date: Thu, 23 Jul 2009 05:23:07 -0400 Subject: [rt-users] Database Initialization Error 2 - but testdeps successful Message-ID: <4A68481B0200008A00023919@gv01a67m.gv.us.pri.wyeth.com> Hi folks! I have problems with the installation of RT 3.8.4 on Debian 5. Running testdeps returns "All dependences have been found". My RT_SiteConfig.pm file looks like this: # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set( $rtname, 'rt.vecweb.net' ); Set( $Organization, 'vecweb.net' ); Set( $CorrespondAddress, 'rt at rt.vecweb.net' ); Set( $CommentAddress, 'rt-comment at rt.vecweb.net' ); Set( $OwnerEmail, 'root' ); Set( $MaxAttachmentSize, 10000000 ); Set( $DatabaseType, 'mysql' ); Set( $DatabaseUser, 'root' ); Set( $DatabasePassword, 'root' ); Set( $DatabaseName, 'rt3' ); Set( $WebPath, '/rt'); Set( $WebBaseURL, 'http://rt.vecweb.net' ); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); 1; When running "make initialize-database" the following errors occur: debian:/home/user/rt-3.8.4# make initialize-database /usr/bin/perl sbin/rt-setup-database --action init --dba root --prompt-for-dba-password Can't locate Unicode/Map.pm in @INC (@INC contains: /home/user/rt-3.8.4/sbin/../local/lib /home/user/rt-3.8.4/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376. BEGIN failed--compilation aborted at /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376. Compilation failed in require at /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133. BEGIN failed--compilation aborted at /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133. Compilation failed in require at /usr/local/share/perl/5.10.0/MIME/Parser.pm line 149. BEGIN failed--compilation aborted at /usr/local/share/perl/5.10.0/MIME/Parser.pm line 149. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77. Compilation failed in require at (eval 1053) line 3. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70. Compilation failed in require at (eval 1052) line 3. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm line 76. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm line 76. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82. Compilation failed in require at (eval 1034) line 3. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60. Compilation failed in require at (eval 1033) line 3. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73. Compilation failed in require at (eval 1032) line 3. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT.pm line 423. BEGIN failed--compilation aborted at sbin/rt-setup-database line 86. make: *** [initialize-database] Error 2 Im a totally newbie on Debian or any command line programing. Do you have any suggestions how to get this command running? Best regards, Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Thu Jul 23 06:07:08 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 23 Jul 2009 14:07:08 +0400 Subject: [rt-users] Database Initialization Error 2 - but testdeps successful In-Reply-To: <4A68481B0200008A00023919@gv01a67m.gv.us.pri.wyeth.com> References: <4A68481B0200008A00023919@gv01a67m.gv.us.pri.wyeth.com> Message-ID: <589c94400907230307g705df8q5e455bb230eddd47@mail.gmail.com> Hello, MIME::WordDecoder is indirect dependency. There could be many reasons why Unicode::Map is not installed on your system. On Thu, Jul 23, 2009 at 1:23 PM, Thomas Fluch wrote: > Hi folks! > > I have problems with the installation of RT 3.8.4 on Debian 5. > > Running testdeps returns "All dependences have been found". > > My RT_SiteConfig.pm file looks like this: > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this comamnd: > # > #?? perl -c /path/to/your/etc/RT_SiteConfig.pm > Set( $rtname, 'rt.vecweb.net' ); > Set( $Organization, 'vecweb.net' ); > Set( $CorrespondAddress, 'rt at rt.vecweb.net' ); > Set( $CommentAddress, 'rt-comment at rt.vecweb.net' ); > Set( $OwnerEmail, 'root' ); > Set( $MaxAttachmentSize, 10000000 ); > Set( $DatabaseType, 'mysql' ); > Set( $DatabaseUser, 'root' ); > Set( $DatabasePassword, 'root' ); > Set( $DatabaseName, 'rt3' ); > Set( $WebPath, '/rt'); > Set( $WebBaseURL, 'http://rt.vecweb.net' ); > > #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); > 1; > > When running "make initialize-database" the following errors occur: > debian:/home/user/rt-3.8.4# make initialize-database > /usr/bin/perl sbin/rt-setup-database --action init --dba root > --prompt-for-dba-password > Can't locate Unicode/Map.pm in @INC (@INC contains: > /home/user/rt-3.8.4/sbin/../local/lib /home/user/rt-3.8.4/sbin/../lib > /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 > /usr/local/lib/site_perl .) at > /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376. > BEGIN failed--compilation aborted at > /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376. > Compilation failed in require at > /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133. > BEGIN failed--compilation aborted at > /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133. > Compilation failed in require at /usr/local/share/perl/5.10.0/MIME/Parser.pm > line 149. > BEGIN failed--compilation aborted at > /usr/local/share/perl/5.10.0/MIME/Parser.pm line 149. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77. > Compilation failed in require at (eval 1053) line 3. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70. > Compilation failed in require at (eval 1052) line 3. > Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm > line 76. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm line 76. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82. > Compilation failed in require at (eval 1034) line 3. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60. > Compilation failed in require at (eval 1033) line 3. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73. > Compilation failed in require at (eval 1032) line 3. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. > Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT.pm line > 423. > BEGIN failed--compilation aborted at sbin/rt-setup-database line 86. > make: *** [initialize-database] Error 2 > > Im a totally newbie on Debian or any command line programing. Do you have > any suggestions how to get this?command running? > > Best regards, > Thomas > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 FluchT at wyeth.com Thu Jul 23 06:13:37 2009 From: FluchT at wyeth.com (Thomas Fluch) Date: Thu, 23 Jul 2009 06:13:37 -0400 Subject: [rt-users] Database Initialization Error 2 - but testdeps successful In-Reply-To: <589c94400907230307g705df8q5e455bb230eddd47@mail.gmail.com> References: <4A68481B0200008A00023919@gv01a67m.gv.us.pri.wyeth.com> <589c94400907230307g705df8q5e455bb230eddd47@mail.gmail.com> Message-ID: <4A6853F10200008A00023922@gv01a67m.gv.us.pri.wyeth.com> Hm...during the fixdeps steps I recognized an error regarding the "Core"...MIME Entries...I installed the MIME package (MIME Tools 6.x.x) as described in another Mailing List Archive Mail. Could this be the reason? >>> Ruslan Zakirov 2009-07-23 12:07 >>> Hello, MIME::WordDecoder is indirect dependency. There could be many reasons why Unicode::Map is not installed on your system. On Thu, Jul 23, 2009 at 1:23 PM, Thomas Fluch wrote: > Hi folks! > > I have problems with the installation of RT 3.8.4 on Debian 5. > > Running testdeps returns "All dependences have been found". > > My RT_SiteConfig.pm file looks like this: > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this comamnd: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > Set( $rtname, 'rt.vecweb.net' ); > Set( $Organization, 'vecweb.net' ); > Set( $CorrespondAddress, 'rt at rt.vecweb.net' ); > Set( $CommentAddress, 'rt-comment at rt.vecweb.net' ); > Set( $OwnerEmail, 'root' ); > Set( $MaxAttachmentSize, 10000000 ); > Set( $DatabaseType, 'mysql' ); > Set( $DatabaseUser, 'root' ); > Set( $DatabasePassword, 'root' ); > Set( $DatabaseName, 'rt3' ); > Set( $WebPath, '/rt'); > Set( $WebBaseURL, 'http://rt.vecweb.net' ); > > #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); > 1; > > When running "make initialize-database" the following errors occur: > debian:/home/user/rt-3.8.4# make initialize-database > /usr/bin/perl sbin/rt-setup-database --action init --dba root > --prompt-for-dba-password > Can't locate Unicode/Map.pm in @INC (@INC contains: > /home/user/rt-3.8.4/sbin/../local/lib /home/user/rt-3.8.4/sbin/../lib > /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 > /usr/local/lib/site_perl .) at > /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376. > BEGIN failed--compilation aborted at > /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376. > Compilation failed in require at > /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133. > BEGIN failed--compilation aborted at > /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133. > Compilation failed in require at /usr/local/share/perl/5.10.0/MIME/Parser.pm > line 149. > BEGIN failed--compilation aborted at > /usr/local/share/perl/5.10.0/MIME/Parser.pm line 149. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77. > Compilation failed in require at (eval 1053) line 3. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70. > Compilation failed in require at (eval 1052) line 3. > Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm > line 76. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm line 76. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82. > Compilation failed in require at (eval 1034) line 3. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60. > Compilation failed in require at (eval 1033) line 3. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73. > Compilation failed in require at (eval 1032) line 3. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72. > Compilation failed in require at > /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. > BEGIN failed--compilation aborted at > /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. > Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT.pm line > 423. > BEGIN failed--compilation aborted at sbin/rt-setup-database line 86. > make: *** [initialize-database] Error 2 > > Im a totally newbie on Debian or any command line programing. Do you have > any suggestions how to get this command running? > > Best regards, > Thomas > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Thu Jul 23 06:29:55 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 23 Jul 2009 14:29:55 +0400 Subject: [rt-users] Database Initialization Error 2 - but testdeps successful In-Reply-To: <4A6853F10200008A00023922@gv01a67m.gv.us.pri.wyeth.com> References: <4A68481B0200008A00023919@gv01a67m.gv.us.pri.wyeth.com> <589c94400907230307g705df8q5e455bb230eddd47@mail.gmail.com> <4A6853F10200008A00023922@gv01a67m.gv.us.pri.wyeth.com> Message-ID: <589c94400907230329y4b726672kee6fe32bcf969847@mail.gmail.com> On Thu, Jul 23, 2009 at 2:13 PM, Thomas Fluch wrote > Hm...during the fixdeps steps I recognized an error regarding the > "Core"...MIME Entries...I installed the MIME package (MIME Tools 6.x.x)?as > described in another Mailing List Archive Mail. > > Could this be the reason? May be, don't know exactly. You don't give a pointer on the description. Just install Unicode::Map using cpan shell or whatever you prefer (debs, manually). > >>>> Ruslan Zakirov 2009-07-23 12:07 >>> > Hello, > > MIME::WordDecoder is indirect dependency. There could be many reasons > why Unicode::Map is not installed on your system. > > On Thu, Jul 23, 2009 at 1:23 PM, Thomas Fluch wrote: >> Hi folks! >> >> I have problems with the installation of RT 3.8.4 on Debian 5. >> >> Running testdeps returns "All dependences have been found". >> >> My RT_SiteConfig.pm file looks like this: >> # >> # To include a directive here, just copy the equivalent statement >> # from RT_Config.pm and change the value. We've included a single >> # sample value below. >> # >> # This file is actually a perl module, so you can include valid >> # perl code, as well. >> # >> # The converse is also true, if this file isn't valid perl, you're >> # going to run into trouble. To check your SiteConfig file, use >> # this comamnd: >> # >> #?? perl -c /path/to/your/etc/RT_SiteConfig.pm >> Set( $rtname, 'rt.vecweb.net' ); >> Set( $Organization, 'vecweb.net' ); >> Set( $CorrespondAddress, 'rt at rt.vecweb.net' ); >> Set( $CommentAddress, 'rt-comment at rt.vecweb.net' ); >> Set( $OwnerEmail, 'root' ); >> Set( $MaxAttachmentSize, 10000000 ); >> Set( $DatabaseType, 'mysql' ); >> Set( $DatabaseUser, 'root' ); >> Set( $DatabasePassword, 'root' ); >> Set( $DatabaseName, 'rt3' ); >> Set( $WebPath, '/rt'); >> Set( $WebBaseURL, 'http://rt.vecweb.net' ); >> >> #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); >> 1; >> >> When running "make initialize-database" the following errors occur: >> debian:/home/user/rt-3.8.4# make initialize-database >> /usr/bin/perl sbin/rt-setup-database --action init --dba root >> --prompt-for-dba-password >> Can't locate Unicode/Map.pm in @INC (@INC contains: >> /home/user/rt-3.8.4/sbin/../local/lib /home/user/rt-3.8.4/sbin/../lib >> /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 >> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 >> /usr/local/lib/site_perl .) at >> /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376. >> BEGIN failed--compilation aborted at >> /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376. >> Compilation failed in require at >> /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133. >> BEGIN failed--compilation aborted at >> /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133. >> Compilation failed in require at >> /usr/local/share/perl/5.10.0/MIME/Parser.pm >> line 149. >> BEGIN failed--compilation aborted at >> /usr/local/share/perl/5.10.0/MIME/Parser.pm line 149. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77. >> Compilation failed in require at (eval 1053) line 3. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70. >> Compilation failed in require at (eval 1052) line 3. >> Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm >> line 76. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm line 76. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82. >> Compilation failed in require at (eval 1034) line 3. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60. >> Compilation failed in require at (eval 1033) line 3. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73. >> Compilation failed in require at (eval 1032) line 3. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72. >> Compilation failed in require at >> /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. >> BEGIN failed--compilation aborted at >> /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. >> Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT.pm >> line >> 423. >> BEGIN failed--compilation aborted at sbin/rt-setup-database line 86. >> make: *** [initialize-database] Error 2 >> >> Im a totally newbie on Debian or any command line programing. Do you have >> any suggestions how to get this?command running? >> >> Best regards, >> Thomas >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From tariq.doukkali at autoform.de Thu Jul 23 09:18:29 2009 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Thu, 23 Jul 2009 15:18:29 +0200 Subject: [rt-users] Docs for mailgate comments? Message-ID: <192B76E92530564BAAB9DD78BAE565B74125C9AB02@chexchange.autoform.com> Hi, mail subject must contain the ticket id. Example suject: [RT_name #1234] bugfix !!! If you send this mail to mailgate and a ticket with id 1234 already exists a new comment will be added to this ticket. Contact me if you have any problems Best regards, Tariq -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael_ellis at umanitoba.ca Thu Jul 23 09:58:57 2009 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Thu, 23 Jul 2009 08:58:57 -0500 Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. In-Reply-To: References: Message-ID: I'm still looking for a way to "due" this. Any suggestions? -Mike From: Michael Ellis Sent: Monday, July 06, 2009 10:23 AM To: RT-USERS Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. I've got a queue set up for equipment booking requests. I'd like for unprivileged users to be able to use the duedate field to specify the day they want the laptop/projector setup. I know I could add a custom field, but can I present the baked-in duedate to the unprivileged users at the self service page? If I have to use a custom field, is there a way to automagically use that to set the real duedate? Thanks very much, Mike Ellis -------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From juan.mas at gmail.com Thu Jul 23 10:13:51 2009 From: juan.mas at gmail.com (Juan Mas) Date: Thu, 23 Jul 2009 10:13:51 -0400 Subject: [rt-users] RT 3.6.6 - Ticket could not be created due to an internal error In-Reply-To: References: <7d73da0907221046i7f287d4dycb59170984209308@mail.gmail.com> Message-ID: <7d73da0907230713n3526c27fr438b1709a40c7774@mail.gmail.com> Nope. Actually had to do with InnoDB. All fixed. Thanks On Thu, Jul 23, 2009 at 2:17 AM, Torsten Brumm wrote: > Hard Disc full?!? > > Torsten > > 2009/7/22 Juan Mas >> >> For some reason, I can no longer create tickets in RT Helpdesk. ?When >> I look at the logs I see the message below. ?Then I see a failed >> insert into Groups. ?Does anyone know what this message is and how I >> can fix? >> >> >> DBD::mysql::st execute failed: The table 'Groups' is full at >> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505, >> line 86. >> (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > From falcone at bestpractical.com Thu Jul 23 10:22:47 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 23 Jul 2009 10:22:47 -0400 Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. In-Reply-To: References: Message-ID: <20090723142247.GA711@jibsheet.com> On Thu, Jul 23, 2009 at 08:58:57AM -0500, Michael Ellis wrote: > I'm still looking for a way to "due" this. Any suggestions? Either modify the SelfService interface to expose the Due field or create a custom field and in a Scrip set the Due Date. -kevin > > -Mike > From: [1]Michael Ellis > Sent: Monday, July 06, 2009 10:23 AM > To: [2]RT-USERS > Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. > I've got a queue set up for equipment booking requests. I'd like for unprivileged users to be > able to use the duedate field to specify the day they want the laptop/projector setup. I know > I could add a custom field, but can I present the baked-in duedate to the unprivileged users > at the self service page? > > If I have to use a custom field, is there a way to automagically use that to set the real > duedate? > > Thanks very much, > > Mike Ellis > > ---------------------------------------------------------------------------------------------- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > References > > Visible links > 1. Michael_Ellis at umanitoba.ca > mailto:Michael_Ellis at umanitoba.ca > 2. RT-Users at lists.bestpractical.com > mailto:RT-Users at lists.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 falcone at bestpractical.com Thu Jul 23 10:24:21 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 23 Jul 2009 10:24:21 -0400 Subject: [rt-users] Broken tickets display In-Reply-To: <4A658B00.7090908@dada.net> References: <4A658B00.7090908@dada.net> Message-ID: <20090723142421.GB711@jibsheet.com> On Tue, Jul 21, 2009 at 11:31:44AM +0200, Luca Villani wrote: > > We're experiencing a strange behaviour on both our RT installation: when > someone reply (or comment) to a ticket (both via e-mail or via > webinterface) with a response containing some characters like > > ? > > (useful in Italian language) then ticket visualization is broken for > this ticket: we can only see workflow until the response, but not > response itself and the following workflow. Just a guess, but check your version of Text-Quoted, old versions had a tendency to coredump on some characters. You can try coming up to 2.05 -kevin > > All workflow is stored in db, and broken visualization only affect the > ticket with these characters. > > If we change these character directly on database, a correct > visualization is restored. > > > > We'd searching on internet, but we find nothing: if your response is > RTFM, pleas tell us what FM we must R... ;-) > > > > > Some informations: > > - platform is Gentoo Linux for ADM64 > - all servers (webservers and database) are fully UTF-8 > - webserver is Apache, RDBMS is Mysql Enterprise, MTA is Postix > - RT version is 3.6.7 > - RT email input encoding is utf-8 iso-8859-1 us-ascii > - Mysql version is 5.0.46 Enterprise > - Mysql charset is binary > - Apache version is 2.2.9 > - Apache default charset is UTF-8 > > > > Can someone help us? > > > > -- > Luca Villani - Dada.Net S.p.A. > > Tel: +39 055 20021517 Mobile: +39 335 8753086 > ICQ: 76272621 Skype: luca.villani > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From falcone at bestpractical.com Thu Jul 23 10:26:19 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 23 Jul 2009 10:26:19 -0400 Subject: [rt-users] Remove AdminCc based on Custom Field Value In-Reply-To: References: Message-ID: <20090723142619.GC711@jibsheet.com> On Tue, Jul 21, 2009 at 06:11:50AM -0400, Mchugh, Sean wrote: > I have a queue that records backup job status. When a notification > comes in for a successful job, I don't want to send out a Notify Admins > email (Global Scrip #4); > > so, since I can determine a successful job based on the custom field > NB_STATUS, which is transmitted > in the body of the message, I would like to delete all AdminCc users. > > Here's what I have in my custom scrip: I suspect you're running into a problem distinguishing AdminCcs on the Queue level vs the Ticket level. Instead of trying to remove the AdminCcs, I'd put a User Defined condition on the default "On Create Notify AdminCc" that returns false if your CF is set, just make sure the CF gets set first and you may need to make some of the Scrips be TransactionBatch (see the config file) -kevin > > my $nbstatus = $self->TicketObj->FirstCustomFieldValue('NB_STATUS'); > if ($nbstatus == 0) { > my $admincc = $self->TicketObj->AdminCcAddresses; > my @watchers = split /\,/,$admincc; > $RT::Logger->warning("Scrip 12 found watchers: > $admincc"); > foreach my $watcher (@watchers) { > my ($st, $msg) = > $self->TicketObj->DeleteWatcher(Type=>'AdminCc',Email=>$watcher); > } > $self->TicketObj->SetStatus('resolved'); > > } > > > The ticket status is set correctly, but I can't seem to get any of the > 'Watcher' related code to work; > > 1.) AdminCcAddresses returns nothing > 2.) This custom scrip's description starts with a 00 and is set for > TransactionBatch, as is Scrip #4; and > I can see in the ticket history, that my custom scrip is executing > before the Notify Admins scrip > 3.) The AdminCc is set on the Queue that this custom scrip executes on > and points to a group. > > Any help would be greatly appreciated :) > > > > > > Sean McHugh > VP, Dir. of Global Services > Grey Group > p. 212-546-1926 > m. smchugh at grey.com > c. 917-916-8644 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From falcone at bestpractical.com Thu Jul 23 10:27:12 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 23 Jul 2009 10:27:12 -0400 Subject: [rt-users] Scrip Regarding Escalation Of Ticket To Higher Queue In-Reply-To: <001301ca09f0$85e02220$4f07a8c0@elitecore.com> References: <001301ca09f0$85e02220$4f07a8c0@elitecore.com> Message-ID: <20090723142712.GD711@jibsheet.com> On Tue, Jul 21, 2009 at 04:16:36PM +0530, Varun wrote: > > I want one functionality like whenever any ticket from my one queue (i.e 24online level 2) is > escalated to higher queue ( QAFED ) mail should be fired to admin CC's of QAFED queue that > ticket has been escalated to their queue. We have 24 queues in all but I want functionality > only for this two queues. Can any one suggest me how I can write scrip for it and if possible > please provide me script with template of mail. I am a bit new in RT so I am not much aware of > writing custom scrip or scrip. You want to use the On Queue Change and the Notify AdminCc action Set it up at the Queue level on the queue tickets will be moving into. -kevin From fooraide at gmail.com Thu Jul 23 10:29:12 2009 From: fooraide at gmail.com (David) Date: Thu, 23 Jul 2009 10:29:12 -0400 Subject: [rt-users] Take/Steal Column Message-ID: Hello, I've just installed RT 3.8.4 and I see that it seems to lack a feature that existed in the past. In search options, there used to be a column that could be added, if I remember correctly, it was called "Take/Steal". Now, well, it's not there anymore. This column would show, in search results, a "Take" button if the owner was nobody or a "Steal" button if the ticket was assigned. Is this feature gone ? It was handy for the tasks I need to have done. I'd like to have it back. Do note that this may have been removed a long time ago, I think the last time I used RT it was under a 3.6.x release. Thanks, David From rfh at vialtus.com Thu Jul 23 10:35:39 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Thu, 23 Jul 2009 15:35:39 +0100 Subject: [rt-users] Select distinct from the Users table Message-ID: <4A68753B.9050907@vialtus.com> Hi; RT-3.6.3 mysql mod_perl2 What is the best way to do "select distinct(Organization) from Users Order by Organization" using the API As far as I understand it $RT::Handle->FetchResult returns the first value and one can only use FromSQL with the tickets table.Is there any other hidden methods there I need to fish out. I would use RT::Users and Limit if there is a quick way to do distinct org, I have > 1 million rows in the users table and I am not too keen on grabbing all rows and then sort for distinct. Any help or pointers will be greatly appreciated. Thanks; Roy From Rich.West at wesmo.com Thu Jul 23 10:56:30 2009 From: Rich.West at wesmo.com (Rich West) Date: Thu, 23 Jul 2009 10:56:30 -0400 Subject: [rt-users] Commands by Email In-Reply-To: <589c94400907221353g6918fda1x97441726d122271b@mail.gmail.com> References: <4A676529.1000905@wesmo.com> <589c94400907221353g6918fda1x97441726d122271b@mail.gmail.com> Message-ID: <4A687A1E.3070601@wesmo.com> The extension works rather well once you get past the caveats of the formatting. With regard to the slimness of the documentation, it doesn't mention those 'simple rules', which forced me to comb through the code (which is rather clean) to determine the proper formatting which led to the discovery that outlook has a tendency to insert blank lines when the MIME conversion happens. Also, the section describing how it applies to custom fields is fairly vague. Are the curly braces required (is that what is meant by "The curly braces are literal") for custom field declaration? Would a correct example be "CustomField.{Severity}: Severity 2 - Multiple Users Down"? Does "AddCustomField" set the custom field, or would that be "CustomField"? What, if any, is the difference between AddCustomField and CustomField? Specifically, I have been unable to get custom fields to be applied when testing this extension. Everything else worked once I realized that my mail program was getting blank lines inserted. :( -Rich On 07/22/2009 04:53 PM, Ruslan Zakirov wrote: > What's so slim in the doc? > > http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Extension/CommandByMail.pm > http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Interface/Email/Filter/TakeAction.pm#COMMANDS_commands_below > > Simple rules: no html, no empty lines, commands like headers, but in body. > > On Wed, Jul 22, 2009 at 11:14 PM, Rich West wrote: > >> Way back in the day, when I was heavily involved in the development of >> RT, there was a way to send commands in to RT to set some of the >> metadata (queue, owner, status, etc). >> >> Now that the place I am at is heavily entrenched in to RT 3.8.4 and our >> separate front-end form submission system is nearing completion (it's on >> an ASP server.. not by my choice, but it is what it is..), I'm looking >> in to how to get the latest RT to do the same. I installed the >> CommandsByMail extension, and it is parsing the email, but it isn't >> parsing everything. In fact, it is only processing the Owner setting. >> >> I get the feeling like I am missing syntax, ordering, or something, but >> I am not getting a lot (any) of debugging out of it. Additionally, the >> documentation is relatively slim. >> >> Any pointers in the right direction are more than welcome. :) >> >> Thanks! >> -Rich >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin at myri.com Thu Jul 23 11:00:47 2009 From: justin at myri.com (Justin Pratt) Date: Thu, 23 Jul 2009 11:00:47 -0400 Subject: [rt-users] RT permissions - is it possible to set up exclusions? Message-ID: <4A687B1F.6060505@myri.com> Is there a way to prevent a particular user from replying to tickets, despite the ReplyToTicket right being granted to Everyone? Thanks, Justin From fooraide at gmail.com Thu Jul 23 10:55:03 2009 From: fooraide at gmail.com (David) Date: Thu, 23 Jul 2009 10:55:03 -0400 Subject: [rt-users] is it possible to specify an encoding in a template ? Message-ID: Hi, I am running RT under UTF-8 but for specific templates (sent to devices which do not properly read this encoding), I'd like to be able to specify ISO-8859-1 as the encoding to be used for the email. I've tried several ways to do this in the header portion of the template (Where "To:" "From:" and "Subject:" are specified) such as follows: === To: email at domain.com Subject: Email Content-Type: text/plain; charset="iso-8859-1" ???????? === However, it seems that it does not go through as I would hope and come outs pretty gibberish. If I look at the headers of the email that is sent (from within RT), it looks like this (non-relevant details cropped): [...] To: email at domain.com Content-Type: text/plain; charset="utf-8" Subject: [RQ #1234] test From: "RT" Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: utf-8 [...] If I look at the headers on the receiving end, it's the same thing. This email is sent by a scrip that sends an email through the SendEmailAction (http://wiki.bestpractical.com/view/SendEmailAction) Any ideas ? From Rich.West at wesmo.com Thu Jul 23 12:15:06 2009 From: Rich.West at wesmo.com (Rich West) Date: Thu, 23 Jul 2009 12:15:06 -0400 Subject: [rt-users] Commands by Email In-Reply-To: <4A687A1E.3070601@wesmo.com> References: <4A676529.1000905@wesmo.com> <589c94400907221353g6918fda1x97441726d122271b@mail.gmail.com> <4A687A1E.3070601@wesmo.com> Message-ID: <4A688C8A.5050501@wesmo.com> Another question, though.. is there a way to strip out the email commands from the content of the ticket as it shows up in Request Tracker? -Rich On 07/23/2009 10:56 AM, Rich West wrote: > The extension works rather well once you get past the caveats of the > formatting. With regard to the slimness of the documentation, it > doesn't mention those 'simple rules', which forced me to comb through > the code (which is rather clean) to determine the proper formatting > which led to the discovery that outlook has a tendency to insert blank > lines when the MIME conversion happens. > > Also, the section describing how it applies to custom fields is fairly > vague. Are the curly braces required (is that what is meant by "The > curly braces are literal") for custom field declaration? Would a > correct example be "CustomField.{Severity}: Severity 2 - Multiple > Users Down"? Does "AddCustomField" set the custom field, or would > that be "CustomField"? What, if any, is the difference between > AddCustomField and CustomField? > > Specifically, I have been unable to get custom fields to be applied > when testing this extension. Everything else worked once I realized > that my mail program was getting blank lines inserted. :( > > -Rich > > > On 07/22/2009 04:53 PM, Ruslan Zakirov wrote: >> What's so slim in the doc? >> >> http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Extension/CommandByMail.pm >> http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Interface/Email/Filter/TakeAction.pm#COMMANDS_commands_below >> >> Simple rules: no html, no empty lines, commands like headers, but in body. >> >> On Wed, Jul 22, 2009 at 11:14 PM, Rich West wrote: >> >>> Way back in the day, when I was heavily involved in the development of >>> RT, there was a way to send commands in to RT to set some of the >>> metadata (queue, owner, status, etc). >>> >>> Now that the place I am at is heavily entrenched in to RT 3.8.4 and our >>> separate front-end form submission system is nearing completion (it's on >>> an ASP server.. not by my choice, but it is what it is..), I'm looking >>> in to how to get the latest RT to do the same. I installed the >>> CommandsByMail extension, and it is parsing the email, but it isn't >>> parsing everything. In fact, it is only processing the Owner setting. >>> >>> I get the feeling like I am missing syntax, ordering, or something, but >>> I am not getting a lot (any) of debugging out of it. Additionally, the >>> documentation is relatively slim. >>> >>> Any pointers in the right direction are more than welcome. :) >>> >>> Thanks! >>> -Rich >>> -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Jul 23 12:40:47 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 23 Jul 2009 09:40:47 -0700 Subject: [rt-users] RT permissions - is it possible to set up exclusions? In-Reply-To: <4A687B1F.6060505@myri.com> References: <4A687B1F.6060505@myri.com> Message-ID: <4A68928F.1050303@lbl.gov> Justin, Don't grant it to everyone. Grant it to groups of Privileged users.. Kenn LBNL On 7/23/2009 8:00 AM, Justin Pratt wrote: > Is there a way to prevent a particular user from replying to tickets, > despite the ReplyToTicket right being granted to Everyone? > > Thanks, > 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 torsten.brumm at googlemail.com Thu Jul 23 12:47:05 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 23 Jul 2009 18:47:05 +0200 Subject: [rt-users] RT interface for non-privileged users In-Reply-To: References: Message-ID: Hi RT,i'm not sure, so far i know not. Pls. add all the time also the rt users llist. torsten 2009/7/23 testwreq wreq > Hello Torsten, > > Is there a way the unprivileged users can view tickets without logging in? > > Rgds, > rt > > On Thu, Jul 23, 2009 at 2:20 AM, Torsten Brumm < > torsten.brumm at googlemail.com> wrote: > >> For unprivileged users rt has a selfservice interface where unprivileged >> user will be redirected to after login. to create a login (password) for >> this users, have a look into the wiki and search for autogenerated password >> or similar, which you can add to the autoreply template. this will sent to >> each new user the password. >> >> for all already created users you can use the Password Reset RTx from BPS >> SVN (cant remember the correct name) >> >> Torsten >> >> 2009/7/22 testwreq wreq >> >>> Hello RT experts: >>> >>> I want to allow our non-privileged users to be able to view their tickets >>> using RT web interface. They do not have a password to the system. What >>> changes should be made to accomplish this? >>> >>> We have new 3.8.4 setup on mysql db. Still trying to figure out a lot of >>> things. >>> >>> Thanks, >>> rq >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> >> -- >> MFG >> >> Torsten Brumm >> >> http://www.brumm.me >> http://www.elektrofeld.de >> > > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael_ellis at umanitoba.ca Thu Jul 23 12:53:09 2009 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Thu, 23 Jul 2009 11:53:09 -0500 Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. In-Reply-To: <20090723142247.GA711@jibsheet.com> References: <20090723142247.GA711@jibsheet.com> Message-ID: Thanks Kevin, I guess what I'm asking, is how do I modify the SelfService interface to expose the Due field? Mike -------------------------------------------------- From: "Kevin Falcone" Sent: Thursday, July 23, 2009 9:22 AM To: Subject: Re: [rt-users] Allow selfservice users to choose their own DUE DATE. > On Thu, Jul 23, 2009 at 08:58:57AM -0500, Michael Ellis wrote: >> I'm still looking for a way to "due" this. Any suggestions? > > Either modify the SelfService interface to expose the Due field or > create a custom field and in a Scrip set the Due Date. > > -kevin > >> >> -Mike >> From: [1]Michael Ellis >> Sent: Monday, July 06, 2009 10:23 AM >> To: [2]RT-USERS >> Subject: [rt-users] Allow selfservice users to choose their own DUE >> DATE. >> I've got a queue set up for equipment booking requests. I'd like for >> unprivileged users to be >> able to use the duedate field to specify the day they want the >> laptop/projector setup. I know >> I could add a custom field, but can I present the baked-in duedate to >> the unprivileged users >> at the self service page? >> >> If I have to use a custom field, is there a way to automagically use >> that to set the real >> duedate? >> >> Thanks very much, >> >> Mike Ellis >> >> ---------------------------------------------------------------------------------------------- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> References >> >> Visible links >> 1. Michael_Ellis at umanitoba.ca >> mailto:Michael_Ellis at umanitoba.ca >> 2. RT-Users at lists.bestpractical.com >> mailto:RT-Users at lists.bestpractical.com > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From Rich.West at wesmo.com Thu Jul 23 13:54:09 2009 From: Rich.West at wesmo.com (Rich West) Date: Thu, 23 Jul 2009 13:54:09 -0400 Subject: [rt-users] Commands by Email In-Reply-To: <4A687A1E.3070601@wesmo.com> References: <4A676529.1000905@wesmo.com> <589c94400907221353g6918fda1x97441726d122271b@mail.gmail.com> <4A687A1E.3070601@wesmo.com> Message-ID: <4A68A3C1.9010805@wesmo.com> One item that should be documented is that this extension cannot handle spaces in the custom field names. Spaces causes it to break. :( -Rich On 07/23/2009 10:56 AM, Rich West wrote: > The extension works rather well once you get past the caveats of the > formatting. With regard to the slimness of the documentation, it > doesn't mention those 'simple rules', which forced me to comb through > the code (which is rather clean) to determine the proper formatting > which led to the discovery that outlook has a tendency to insert blank > lines when the MIME conversion happens. > > Also, the section describing how it applies to custom fields is fairly > vague. Are the curly braces required (is that what is meant by "The > curly braces are literal") for custom field declaration? Would a > correct example be "CustomField.{Severity}: Severity 2 - Multiple > Users Down"? Does "AddCustomField" set the custom field, or would > that be "CustomField"? What, if any, is the difference between > AddCustomField and CustomField? > > Specifically, I have been unable to get custom fields to be applied > when testing this extension. Everything else worked once I realized > that my mail program was getting blank lines inserted. :( > > -Rich > > > On 07/22/2009 04:53 PM, Ruslan Zakirov wrote: >> What's so slim in the doc? >> >> http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Extension/CommandByMail.pm >> http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Interface/Email/Filter/TakeAction.pm#COMMANDS_commands_below >> >> Simple rules: no html, no empty lines, commands like headers, but in body. >> >> On Wed, Jul 22, 2009 at 11:14 PM, Rich West wrote: >> >>> Way back in the day, when I was heavily involved in the development of >>> RT, there was a way to send commands in to RT to set some of the >>> metadata (queue, owner, status, etc). >>> >>> Now that the place I am at is heavily entrenched in to RT 3.8.4 and our >>> separate front-end form submission system is nearing completion (it's on >>> an ASP server.. not by my choice, but it is what it is..), I'm looking >>> in to how to get the latest RT to do the same. I installed the >>> CommandsByMail extension, and it is parsing the email, but it isn't >>> parsing everything. In fact, it is only processing the Owner setting. >>> >>> I get the feeling like I am missing syntax, ordering, or something, but >>> I am not getting a lot (any) of debugging out of it. Additionally, the >>> documentation is relatively slim. >>> >>> Any pointers in the right direction are more than welcome. :) >>> >>> Thanks! >>> -Rich >>> -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Thu Jul 23 14:22:19 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 23 Jul 2009 11:22:19 -0700 Subject: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies In-Reply-To: <01D42F5A-2BC5-4709-956F-C1D0F22B9A3C@netconsonance.com> References: <01D42F5A-2BC5-4709-956F-C1D0F22B9A3C@netconsonance.com> Message-ID: <8683466B-23BD-489A-B530-177FFB904147@netconsonance.com> I've confirmed that this is a bug. STANDALONE is defined as default 1, but never disabled when modperl2 or anything else is checked. On Jul 23, 2009, at 11:17 AM, Jo Rhett wrote: > I'm not trying to run RT standalone, why does it refuse to install > due to missing standalone dependancies? > > SOME DEPENDENCIES WERE MISSING. > STANDALONE missing dependencies: > HTTP::Server::Simple >= 0.34...MISSING > HTTP::Server::Simple::Mason >= 0.09...MISSING > *** Error code 1 > > My entire configure line is ./configure --with-db-type=mysql --with- > my-user-group --with-db-dba=root --with-db-database=rt --with-web- > handler=modperl2 --with-db-rt-user=rt --with-db-rt-pass=hereilie -- > prefix=/u/rtweb/rt38 --with-apachectl=/usr/local/sbin/apachectl > > -- > 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 jrhett at netconsonance.com Thu Jul 23 14:17:15 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 23 Jul 2009 11:17:15 -0700 Subject: [rt-users] 3.8.4 won't install due to missing standalone dependancies? Message-ID: <01D42F5A-2BC5-4709-956F-C1D0F22B9A3C@netconsonance.com> I'm not trying to run RT standalone, why does it refuse to install due to missing standalone dependancies? SOME DEPENDENCIES WERE MISSING. STANDALONE missing dependencies: HTTP::Server::Simple >= 0.34...MISSING HTTP::Server::Simple::Mason >= 0.09...MISSING *** Error code 1 My entire configure line is ./configure --with-db-type=mysql --with-my- user-group --with-db-dba=root --with-db-database=rt --with-web- handler=modperl2 --with-db-rt-user=rt --with-db-rt-pass=hereilie -- prefix=/u/rtweb/rt38 --with-apachectl=/usr/local/sbin/apachectl -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Thu Jul 23 14:48:55 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Jul 2009 14:48:55 -0400 Subject: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies In-Reply-To: <8683466B-23BD-489A-B530-177FFB904147@netconsonance.com> References: <01D42F5A-2BC5-4709-956F-C1D0F22B9A3C@netconsonance.com> <8683466B-23BD-489A-B530-177FFB904147@netconsonance.com> Message-ID: <20090723184855.GY19368@bestpractical.com> On Thu, Jul 23, 2009 at 11:22:19AM -0700, Jo Rhett wrote: > I've confirmed that this is a bug. STANDALONE is defined as default > 1, but never disabled when modperl2 or anything else is checked. We want it installed by default, as it's invaluable in debugging and triage when your live, production RT is broken. > > On Jul 23, 2009, at 11:17 AM, Jo Rhett wrote: > > I'm not trying to run RT standalone, why does it refuse to install > > due to missing standalone dependancies? > > > > SOME DEPENDENCIES WERE MISSING. > > STANDALONE missing dependencies: > > HTTP::Server::Simple >= 0.34...MISSING > > HTTP::Server::Simple::Mason >= 0.09...MISSING > > *** Error code 1 > > > > My entire configure line is ./configure --with-db-type=mysql --with- > > my-user-group --with-db-dba=root --with-db-database=rt --with-web- > > handler=modperl2 --with-db-rt-user=rt --with-db-rt-pass=hereilie -- > > prefix=/u/rtweb/rt38 --with-apachectl=/usr/local/sbin/apachectl > > > > -- > > 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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jul 23 16:21:46 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 23 Jul 2009 13:21:46 -0700 Subject: [rt-users] PATCH: RT.pm.in for MasonComponentRoot Message-ID: So I just setup 3.8.4 as an install from source in its own directory instead of using the FreeBSD port. When I got done, I got a 404 error that wouldn't go away. RT log indicated [Thu Jul 23 19:57:45 2009] [warning]: [Mason] Cannot resolve file to component: /u/rtweb/rt38/share/html/index.html (is file outside component root?) at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ ApacheHandler.pm line 852. (/usr/local/lib/perl5/site_perl/5.8.8/HTML/ Mason/ApacheHandler.pm:852) As it turns out, the problem was in lib/RT.pm. It doesn't seem to work okay with relative paths. --- RT.pm_orig 2009-07-23 13:12:45.000000000 -0700 +++ RT.pm 2009-07-23 13:02:02.000000000 -0700 @@ -75,7 +75,8 @@ # $MasonComponentRoot is where your rt instance keeps its mason html files -our $MasonComponentRoot = 'share/html'; +our $MasonComponentRoot = '/u/rtweb/rt38/share/html'; # $MasonLocalComponentRoot is where your rt instance keeps its site- local # mason html files. The fix for the source tree would be: --- lib/RT.pm.in_orig 2009-07-23 13:18:30.000000000 -0700 +++ lib/RT.pm.in 2009-07-23 13:19:35.000000000 -0700 @@ -75,7 +75,7 @@ # $MasonComponentRoot is where your rt instance keeps its mason html files -our $MasonComponentRoot = '@MASON_HTML_PATH@'; +our $MasonComponentRoot = '@RT_PATH@/@MASON_HTML_PATH@'; # $MasonLocalComponentRoot is where your rt instance keeps its site- local # mason html files. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From ellinger at adi.com Thu Jul 23 15:00:27 2009 From: ellinger at adi.com (Bryan Ellinger) Date: Thu, 23 Jul 2009 15:00:27 -0400 Subject: [rt-users] RT for Project Management Message-ID: <378C1884591F4E6998F6EAAC7DE39DA7@adi.com> All, I would like to get started using RT for PM of a hardware, software integration project. There has been talk on this list about using RT for project management. However, I have not read much about how others are doing it. For instance, what is the most sensible way to set up queues? It seems like it might be good to give each group, e.g. SW engineering, HW engineering, Applications Engineering etc., their own queue. But how would one determine which tickets belong to which of many possible projects? Should each project have it's own queue instead? Anyone care to share how they apply RT to their general PM processes? It would be a big help to me. Sincerely, Bryan Bryan D. Ellinger Applications Engineer Applied Dynamics International 3800 Stone School Road Ann Arbor, MI 48108 734.973.1300 ext. 289 734.668.0012 Fax http://www.adi.com, mailto:support at adi.com From jrhett at netconsonance.com Thu Jul 23 16:24:55 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 23 Jul 2009 13:24:55 -0700 Subject: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies In-Reply-To: <20090723184855.GY19368@bestpractical.com> References: <01D42F5A-2BC5-4709-956F-C1D0F22B9A3C@netconsonance.com> <8683466B-23BD-489A-B530-177FFB904147@netconsonance.com> <20090723184855.GY19368@bestpractical.com> Message-ID: On Jul 23, 2009, at 11:48 AM, Jesse Vincent wrote: > On Thu, Jul 23, 2009 at 11:22:19AM -0700, Jo Rhett wrote: >> I've confirmed that this is a bug. STANDALONE is defined as default >> 1, but never disabled when modperl2 or anything else is checked. > > We want it installed by default, as it's invaluable in debugging and > triage when your live, production RT is broken Doesn't RT doesn't have enough perl module bloat? And okay, I'll accept that answer if there was any documentation explaining both how this helps, and how to use it ourselves... -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Thu Jul 23 16:33:53 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 23 Jul 2009 13:33:53 -0700 Subject: [rt-users] PATH: shredder deletes users with valid messages Message-ID: This patch was cribbed from somewhere else and improved, but it's still not integrated into 3.8.4. Can we get this into 3.8.5 please? --- lib/RT/Shredder/Plugin/Users.pm_orig 2009-07-23 13:29:58.000000000 -0700 +++ lib/RT/Shredder/Plugin/Users.pm 2009-07-23 13:31:26.000000000 -0700 @@ -165,7 +165,7 @@ ); } - if( $self->{'opt'}{'no_tickets'} ) { + if( exists( $self->{'opt'}{'no_tickets'} ) ) { return $self->FilterWithoutTickets( Shredder => $args{'Shredder'}, Objects => $objs, @@ -219,7 +219,8 @@ sub _WithoutTickets { my ($self, $user) = @_; my $tickets = RT::Tickets->new( $RT::SystemUser ); - $tickets->FromSQL( 'Watcher.id = '. $user->id ); + $tickets->{'allow_deleted_search'} = 1; + $tickets->FromSQL( 'Watcher.id = '. $user->id . ' OR Creator.id = '. $user->id ); # HACK: we may use Count method which counts all records # that match condtion, but we really want to know only that # at least one record exist, so we fetch first row only -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From william.graboyes at theportalgrp.com Thu Jul 23 16:36:18 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Thu, 23 Jul 2009 13:36:18 -0700 Subject: [rt-users] RT for Project Management In-Reply-To: <378C1884591F4E6998F6EAAC7DE39DA7@adi.com> References: <378C1884591F4E6998F6EAAC7DE39DA7@adi.com> Message-ID: <8a5c3dac0907231336l76eafdb1v568fedf89d273d5d@mail.gmail.com> Bryan, I've one acronym for you ITIL. It works for supporting huge dotcoms, all the way to small projects. Typically you want queues that pertain to the type of project that is being managed, you can spawn child tickets from parent tickets for use if sending to different groups. etc... Google ITIL... you may thank me for it. Thanks, Bill Graboyes On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger wrote: > All, > > I would like to get started using RT for PM of a hardware, software > integration project. There has been talk on this list about > using RT for project management. However, I have not read much about how > others are doing it. > For instance, what is the most sensible way to set up queues? It seems like > it might be good to give each group, e.g. SW > engineering, HW engineering, Applications Engineering etc., their own > queue. But how would one determine which tickets belong to > which of many possible projects? Should each project have it's own queue > instead? > Anyone care to share how they apply RT to their general PM processes? It > would be a big help to me. > > Sincerely, > Bryan > > Bryan D. Ellinger > Applications Engineer > Applied Dynamics International > 3800 Stone School Road > Ann Arbor, MI 48108 > 734.973.1300 ext. 289 > 734.668.0012 Fax > http://www.adi.com, mailto:support at adi.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 > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jul 23 16:40:59 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Jul 2009 16:40:59 -0400 Subject: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies In-Reply-To: References: <01D42F5A-2BC5-4709-956F-C1D0F22B9A3C@netconsonance.com> <8683466B-23BD-489A-B530-177FFB904147@netconsonance.com> <20090723184855.GY19368@bestpractical.com> Message-ID: <20090723204059.GB19368@bestpractical.com> > Doesn't RT doesn't have enough perl module bloat? > > And okay, I'll accept that answer if there was any documentation > explaining both how this helps, and how to use it ourselves... > You'd do better at engaging with developers if you were a little less combative. From jrhett at netconsonance.com Thu Jul 23 16:46:23 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 23 Jul 2009 13:46:23 -0700 Subject: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies In-Reply-To: <20090723204059.GB19368@bestpractical.com> References: <01D42F5A-2BC5-4709-956F-C1D0F22B9A3C@netconsonance.com> <8683466B-23BD-489A-B530-177FFB904147@netconsonance.com> <20090723184855.GY19368@bestpractical.com> <20090723204059.GB19368@bestpractical.com> Message-ID: On Jul 23, 2009, at 1:40 PM, Jesse Vincent wrote: >> And okay, I'll accept that answer if there was any documentation >> explaining both how this helps, and how to use it ourselves... > > You'd do better at engaging with developers if you were a little less > combative. I am trying to help. But at the moment I mostly just lose hour after hour trying to figure out stuff that's in your brain, but not explained anywhere. So every time I sit down to work on RT problems, I end up exhausted and having wasted the time I could have spent doing something useful. Thanks for the great work so far, but please document this stuff so that we can help. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From rmp.dmd1229 at gmail.com Thu Jul 23 16:41:23 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Thu, 23 Jul 2009 16:41:23 -0400 Subject: [rt-users] Auto-open Resolved Ticket Message-ID: <61d255bb0907231341y77bfaf95nee8f0cf4eb266a4@mail.gmail.com> Hi, IS there a functionality on RT that can do this? - I resolved a ticket Subject: Windows Patches or Subject: get and renew certificates - I'll do it again after a month. - RT will re-open this ticket after a month. Thanks! Roehl -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jul 23 16:53:53 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Jul 2009 16:53:53 -0400 Subject: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies In-Reply-To: References: <01D42F5A-2BC5-4709-956F-C1D0F22B9A3C@netconsonance.com> <8683466B-23BD-489A-B530-177FFB904147@netconsonance.com> <20090723184855.GY19368@bestpractical.com> <20090723204059.GB19368@bestpractical.com> Message-ID: <20090723205353.GC19368@bestpractical.com> On Thu, Jul 23, 2009 at 01:46:23PM -0700, Jo Rhett wrote: > Thanks for the great work so far, but please document this stuff so > that we can help. We'd love to have more help with documentation. If you're up for updating the wiki with new information, we're always happy to answer questions. If you have a commercial need for me or folks who work with me to do or document something for you, that can certainly be arranged. Complaining about dependency bloat because you don't understand a feature is very, very offputting. If you read the Installation or Development Topics sections of RT Essentials, you'll certainly see a bit about how you might use the standalone webserver. From jesse at bestpractical.com Thu Jul 23 16:55:58 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Jul 2009 16:55:58 -0400 Subject: [rt-users] PATCH: RT.pm.in for MasonComponentRoot In-Reply-To: References: Message-ID: <20090723205558.GE19368@bestpractical.com> On Thu, Jul 23, 2009 at 01:21:46PM -0700, Jo Rhett wrote: > So I just setup 3.8.4 as an install from source in its own directory > instead of using the FreeBSD port. > > When I got done, I got a 404 error that wouldn't go away. RT log > indicated > [Thu Jul 23 19:57:45 2009] [warning]: [Mason] Cannot resolve file to > component: /u/rtweb/rt38/share/html/index.html (is file outside > component root?) at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ > ApacheHandler.pm line 852. (/usr/local/lib/perl5/site_perl/5.8.8/HTML/ > Mason/ApacheHandler.pm:852) Can you please send the ./configure invocation you used that generated this error? I'm surprised I haven't run across this issue before. > > As it turns out, the problem was in lib/RT.pm. It doesn't seem to > work okay with relative paths. > > --- RT.pm_orig 2009-07-23 13:12:45.000000000 -0700 > +++ RT.pm 2009-07-23 13:02:02.000000000 -0700 > @@ -75,7 +75,8 @@ > > # $MasonComponentRoot is where your rt instance keeps its mason html > files > > -our $MasonComponentRoot = 'share/html'; > +our $MasonComponentRoot = '/u/rtweb/rt38/share/html'; > > # $MasonLocalComponentRoot is where your rt instance keeps its site- > local > # mason html files. > > The fix for the source tree would be: > > --- lib/RT.pm.in_orig 2009-07-23 13:18:30.000000000 -0700 > +++ lib/RT.pm.in 2009-07-23 13:19:35.000000000 -0700 > @@ -75,7 +75,7 @@ > > # $MasonComponentRoot is where your rt instance keeps its mason html > files > > -our $MasonComponentRoot = '@MASON_HTML_PATH@'; > +our $MasonComponentRoot = '@RT_PATH@/@MASON_HTML_PATH@'; > > # $MasonLocalComponentRoot is where your rt instance keeps its site- > local > # mason html files. > > -- > 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 Rich.West at wesmo.com Thu Jul 23 17:06:39 2009 From: Rich.West at wesmo.com (Rich West) Date: Thu, 23 Jul 2009 17:06:39 -0400 Subject: [rt-users] Top "N" Tickets I Own - For all users Message-ID: <4A68D0DF.1020409@wesmo.com> Is there a way to modify the default RT "home" page's display of the "Top 'N' Tickets I Own" for everyone? We would like to have a custom field displayed there for everyone, including new people we add on as admins.. Thanks! -Rich From tjg at soe.ucsc.edu Thu Jul 23 17:18:43 2009 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Thu, 23 Jul 2009 14:18:43 -0700 (PDT) Subject: [rt-users] rt-shredder / Ignore Privileged Users Message-ID: <331693719.337361248383923556.JavaMail.root@mail-01.cse.ucsc.edu> Is there any way to have rt-shredder delete users that aren't associated with any tickets -and- aren't privileged? Some of my privileged users might not be associated with a ticket at any given time, but I still don't want them deleted. Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 From ellinger at adi.com Thu Jul 23 17:36:09 2009 From: ellinger at adi.com (Bryan Ellinger) Date: Thu, 23 Jul 2009 17:36:09 -0400 Subject: [rt-users] RT for Project Management In-Reply-To: <8a5c3dac0907231336l76eafdb1v568fedf89d273d5d@mail.gmail.com> References: <378C1884591F4E6998F6EAAC7DE39DA7@adi.com> <8a5c3dac0907231336l76eafdb1v568fedf89d273d5d@mail.gmail.com> Message-ID: > -----Original Message----- > From: William Graboyes [mailto:william.graboyes at theportalgrp.com] > Sent: Thursday, July 23, 2009 4:36 PM > To: ellinger at adi.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT for Project Management > > Bryan, > > I've one acronym for you ITIL. It works for supporting huge > dotcoms, all the way to small projects. Typically you want > queues that pertain to the type of project that is being > managed, you can spawn child tickets from parent tickets > for use if sending to different groups. Bill, Thanks for your comments. Let's see if I get it. You're suggesting: Set up queues for different types of projects, e.g. expansions, PCI systems, VME systems, Large-scale systems. Set up groups for different business groups, e.g. Sales, Engineering, Field Service The project manager create a top-level ticket, e.g. Build a PCI system for customer "X" The project manager spawn children from that top-level ticket and assign owners, e.g. Specify IO -- owner: engineering, Unit test -- owner: manufacturing etc. Yes? I checked out ITIL, and it looks like something worth investigating, and possibly integrating with our ISO 9000 program. rt-users, How does this compare to what you are doing? What problems would crop up with this solution? Bryan > etc... Google ITIL... > you may thank me for it.for > > Thanks, > > Bill Graboyes > > > On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger > wrote: > > > All, > > I would like to get started using RT for PM of a > hardware, software integration project. There has been talk > on this list about > using RT for project management. However, I have not > read much about how others are doing it. > For instance, what is the most sensible way to set up > queues? It seems like it might be good to give each group, e.g. SW > engineering, HW engineering, Applications Engineering > etc., their own queue. But how would one determine which > tickets belong to > which of many possible projects? Should each project > have it's own queue instead? > Anyone care to share how they apply RT to their general > PM processes? It would be a big help to me. > > Sincerely, > Bryan > > Bryan D. Ellinger > Applications Engineer > Applied Dynamics International > 3800 Stone School Road > Ann Arbor, MI 48108 > 734.973.1300 ext. 289 > 734.668.0012 Fax > http://www.adi.com, mailto:support at adi.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 > > > > > > -- > Bill Graboyes > On Assignment At: > Toyota Motor Sales, USA, Inc. > Consumer Portal Delivery > Office: (310) 468-6754 > Cell: (714) 515-8312 > > From jrhett at netconsonance.com Thu Jul 23 17:47:10 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 23 Jul 2009 14:47:10 -0700 Subject: [rt-users] PATCH: RT.pm.in for MasonComponentRoot In-Reply-To: <20090723205558.GE19368@bestpractical.com> References: <20090723205558.GE19368@bestpractical.com> Message-ID: <4A76E72A-629B-444A-BCD8-D3A0A6DD7C58@netconsonance.com> On Jul 23, 2009, at 1:55 PM, Jesse Vincent wrote: > Can you please send the ./configure invocation you used that generated > this error? I'm surprised I haven't run across this issue before. Simple enough: ./configure --prefix=/u/rtweb/rt38 --with-web-handler=modperl2 --with- my-user-group --with-db-type=mysql > On Thu, Jul 23, 2009 at 01:21:46PM -0700, Jo Rhett wrote: >> So I just setup 3.8.4 as an install from source in its own directory >> instead of using the FreeBSD port. >> >> When I got done, I got a 404 error that wouldn't go away. RT log >> indicated >> [Thu Jul 23 19:57:45 2009] [warning]: [Mason] Cannot resolve file to >> component: /u/rtweb/rt38/share/html/index.html (is file outside >> component root?) at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ >> ApacheHandler.pm line 852. (/usr/local/lib/perl5/site_perl/5.8.8/ >> HTML/ >> Mason/ApacheHandler.pm:852) > >> >> As it turns out, the problem was in lib/RT.pm. It doesn't seem to >> work okay with relative paths. >> >> --- RT.pm_orig 2009-07-23 13:12:45.000000000 -0700 >> +++ RT.pm 2009-07-23 13:02:02.000000000 -0700 >> @@ -75,7 +75,8 @@ >> >> # $MasonComponentRoot is where your rt instance keeps its mason html >> files >> >> -our $MasonComponentRoot = 'share/html'; >> +our $MasonComponentRoot = '/u/rtweb/rt38/share/html'; >> >> # $MasonLocalComponentRoot is where your rt instance keeps its site- >> local >> # mason html files. >> >> The fix for the source tree would be: >> >> --- lib/RT.pm.in_orig 2009-07-23 13:18:30.000000000 -0700 >> +++ lib/RT.pm.in 2009-07-23 13:19:35.000000000 -0700 >> @@ -75,7 +75,7 @@ >> >> # $MasonComponentRoot is where your rt instance keeps its mason html >> files >> >> -our $MasonComponentRoot = '@MASON_HTML_PATH@'; >> +our $MasonComponentRoot = '@RT_PATH@/@MASON_HTML_PATH@'; >> >> # $MasonLocalComponentRoot is where your rt instance keeps its site- >> local >> # mason html files. >> >> -- >> Jo Rhett >> Net Consonance : consonant endings by net philanthropy, open source >> and other randomness >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From kfcrocker at lbl.gov Thu Jul 23 17:54:25 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 23 Jul 2009 14:54:25 -0700 Subject: [rt-users] RT for Project Management In-Reply-To: <378C1884591F4E6998F6EAAC7DE39DA7@adi.com> References: <378C1884591F4E6998F6EAAC7DE39DA7@adi.com> Message-ID: <4A68DC11.9080604@lbl.gov> Bryan, RT (3.x ) is an issue tracking tool, not a Project Management tool. There are no built-in charts and reports for such, as RT lets you devise your own. There are many Project Management (PM) and Portfolio Project Management (PPM) tools out there, they cost a bit of money to either use their system (SaaS/OnDemand) or to get their software installed "in house". I believe Project.Net is "open-source" so they would be a good pick for a total PPM package. @Task is a good one (PPM), but it costs. The PPM software available is also broken up by orientation (ie. IT PPM or Business PPM, etc.). I believe that RT 4.x is headed in that direction. Hopefully, it will be a good competitive product with Project.net & @TASK. From what I've seen of RT, I think it will. However, using the RT version we have available, many things will need to be added by you. First, you need to have an idea of what your infrastructure will be. You need to have a WorkFlow process in place for Reviewing & approving a ticket initially, the development done for a ticket, and the QA aproval process. This is important because all your work, new Queues, Groups, what work will be in what Queues, what groups have rights to what work/Queues, etc. will be based on that infrastructure/Workflow rules. The scrips you write, both for notifications and for added functionality (like pre-setting ticket owners based on a Custom Field value OR automatically changing the status of a ticket because a ticket was "QA approvd", like resolving a ticket does) will all require consistency within that agreed-upon infrastructure. Even the names you give Queues and groups should have a consistency/convention that gives some structure to the whole thing. Once this is done, you will be able to decide what Queues to create, groups of users, rights, what Custom Fields to create for which Queues and how they will be used for ticket processing. The Parent/Child/DependsOn Links that RT allows will easily fit into a simple Query, but trying to get all the due dates of each Parent/Child/DependsOn relationship will require a bit more complicated SQL than you will get with RT Query. So, until you have the infrastructure and workflow processes and naming conventions worked out, it would be hard suggest what you asked for. I hope I didn't go too far in answering your question.;-). Kenn LBNL On 7/23/2009 12:00 PM, Bryan Ellinger wrote: > All, > > I would like to get started using RT for PM of a hardware, software integration project. There has been talk on this list about > using RT for project management. However, I have not read much about how others are doing it. > For instance, what is the most sensible way to set up queues? It seems like it might be good to give each group, e.g. SW > engineering, HW engineering, Applications Engineering etc., their own queue. But how would one determine which tickets belong to > which of many possible projects? Should each project have it's own queue instead? > Anyone care to share how they apply RT to their general PM processes? It would be a big help to me. > > Sincerely, > Bryan > > Bryan D. Ellinger > Applications Engineer > Applied Dynamics International > 3800 Stone School Road > Ann Arbor, MI 48108 > 734.973.1300 ext. 289 > 734.668.0012 Fax > http://www.adi.com, mailto:support at adi.com > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From nesius at gmail.com Thu Jul 23 18:06:39 2009 From: nesius at gmail.com (Robert Nesius) Date: Thu, 23 Jul 2009 17:06:39 -0500 Subject: [rt-users] RT for Project Management In-Reply-To: <8a5c3dac0907231336l76eafdb1v568fedf89d273d5d@mail.gmail.com> References: <378C1884591F4E6998F6EAAC7DE39DA7@adi.com> <8a5c3dac0907231336l76eafdb1v568fedf89d273d5d@mail.gmail.com> Message-ID: Just a word of warning - I have seen "ITIL Gone Wrong", and I'm not sure I've seen a bigger train wreck in my life than the implementation of ITIL at my former employer. ITIL isn't bad. Nor is it a silver bullet. It's a process model for running an IT organization within a business. Regards. -Rob On Thu, Jul 23, 2009 at 3:36 PM, William Graboyes < william.graboyes at theportalgrp.com> wrote: > Bryan, > > I've one acronym for you ITIL. It works for supporting huge dotcoms, all > the way to small projects. Typically you want queues that pertain to the > type of project that is being managed, you can spawn child tickets from > parent tickets for use if sending to different groups. etc... Google > ITIL... you may thank me for it. > > Thanks, > > Bill Graboyes > > > On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger wrote: > >> All, >> >> I would like to get started using RT for PM of a hardware, software >> integration project. There has been talk on this list about >> using RT for project management. However, I have not read much about how >> others are doing it. >> For instance, what is the most sensible way to set up queues? It seems >> like it might be good to give each group, e.g. SW >> engineering, HW engineering, Applications Engineering etc., their own >> queue. But how would one determine which tickets belong to >> which of many possible projects? Should each project have it's own queue >> instead? >> Anyone care to share how they apply RT to their general PM processes? It >> would be a big help to me. >> >> Sincerely, >> Bryan >> >> Bryan D. Ellinger >> Applications Engineer >> Applied Dynamics International >> 3800 Stone School Road >> Ann Arbor, MI 48108 >> 734.973.1300 ext. 289 >> 734.668.0012 Fax >> http://www.adi.com, mailto:support at adi.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 >> > > > > -- > Bill Graboyes > On Assignment At: > Toyota Motor Sales, USA, Inc. > Consumer Portal Delivery > Office: (310) 468-6754 > Cell: (714) 515-8312 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Thu Jul 23 18:20:18 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 23 Jul 2009 15:20:18 -0700 Subject: [rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4 Message-ID: <463ED08B-8468-40B7-A8D5-0967F7285BF3@netconsonance.com> RT-Extension-ToggleSuperUser is broken in 3.8.4 because the personal toolbar moved from html/Elements/Header to html/Elements/ PersonalQuickbar. Well not really a patch, but the fix is to rename local/plugins/RT- Extension-ToggleSuperUser/html/Callbacks/ToggleSuperUser/Elements/ Header to local/plugins/RT-Extension-ToggleSuperUser/html/Callbacks/ ToggleSuperUser/Elements/PersonalQuickbar -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From ruslan.zakirov at gmail.com Thu Jul 23 18:26:06 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 24 Jul 2009 02:26:06 +0400 Subject: [rt-users] rt-shredder / Ignore Privileged Users In-Reply-To: <331693719.337361248383923556.JavaMail.root@mail-01.cse.ucsc.edu> References: <331693719.337361248383923556.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <589c94400907231526h7d0734d5h3864de17b3581be6@mail.gmail.com> There is no such option at this moment except exteding Users plugin of the shredder. On Fri, Jul 24, 2009 at 1:18 AM, Tim Gustafson wrote: > Is there any way to have rt-shredder delete users that aren't associated with any tickets -and- aren't privileged? > > Some of my privileged users might not be associated with a ticket at any given time, but I still don't want them deleted. > > Tim Gustafson > Baskin School of Engineering > UC Santa Cruz > tjg at soe.ucsc.edu > 831-459-5354 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Jul 23 18:58:49 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 24 Jul 2009 02:58:49 +0400 Subject: [rt-users] PATH: shredder deletes users with valid messages In-Reply-To: References: Message-ID: <589c94400907231558o57c039fewcecc3c69017bbe86@mail.gmail.com> See comments in the ticket you created. On Fri, Jul 24, 2009 at 12:33 AM, Jo Rhett wrote: > This patch was cribbed from somewhere else and improved, but it's > still not integrated into 3.8.4. ? ?Can we get this into 3.8.5 please? > > --- lib/RT/Shredder/Plugin/Users.pm_orig ? ? ? ?2009-07-23 > 13:29:58.000000000 -0700 > +++ lib/RT/Shredder/Plugin/Users.pm ? ? 2009-07-23 13:31:26.000000000 > -0700 > @@ -165,7 +165,7 @@ > ? ? ? ? ? ? ? ? ?); > ? ? ?} > > - ? ?if( $self->{'opt'}{'no_tickets'} ) { > + ? ?if( exists( $self->{'opt'}{'no_tickets'} ) ) { > ? ? ? ? ?return $self->FilterWithoutTickets( > ? ? ? ? ? ? ?Shredder => $args{'Shredder'}, > ? ? ? ? ? ? ?Objects ?=> $objs, > @@ -219,7 +219,8 @@ > ?sub _WithoutTickets { > ? ? ?my ($self, $user) = @_; > ? ? ?my $tickets = RT::Tickets->new( $RT::SystemUser ); > - ? ?$tickets->FromSQL( 'Watcher.id = '. $user->id ); > + ? ?$tickets->{'allow_deleted_search'} = 1; > + ? ?$tickets->FromSQL( 'Watcher.id = '. $user->id . ' OR Creator.id = > '. $user->id ); > ? ? ?# HACK: we may use Count method which counts all records > ? ? ?# that match condtion, but we really want to know only that > ? ? ?# at least one record exist, so we fetch first row only > > -- > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Jul 23 19:10:24 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 24 Jul 2009 03:10:24 +0400 Subject: [rt-users] Top "N" Tickets I Own - For all users In-Reply-To: <4A68D0DF.1020409@wesmo.com> References: <4A68D0DF.1020409@wesmo.com> Message-ID: <589c94400907231610u38a2b233gf778bfea2aff0c23@mail.gmail.com> Click edit then click link edit this search globaly. On Fri, Jul 24, 2009 at 1:06 AM, Rich West wrote: > Is there a way to modify the default RT "home" page's display of the > "Top 'N' Tickets I Own" for everyone? ?We would like to have a custom > field displayed there for everyone, including new people we add on as > admins.. > > Thanks! > -Rich > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tjg at soe.ucsc.edu Thu Jul 23 19:24:22 2009 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Thu, 23 Jul 2009 16:24:22 -0700 (PDT) Subject: [rt-users] rt-shredder / Ignore Privileged Users In-Reply-To: <589c94400907231526h7d0734d5h3864de17b3581be6@mail.gmail.com> Message-ID: <325000856.341501248391462028.JavaMail.root@mail-01.cse.ucsc.edu> > There is no such option at this moment except extending > Users plugin of the shredder. Is there a "suggestion box" for new features? This seems like a pretty glaring oversight. Surely mine can't be the only organization with privileged users who aren't always attached to tickets. I have about 30 privileged users, and maybe 500 other unprivileged actual users that have requests in the system, and a total of 4,130 records in my "Users" table. Probably 3,000 of them are users that were auto-created when RT received SPAM. We're auto-deleting tickets after 5 years of inactivity, but it seems that in the current implementation, auto-created SPAM users can never be automatically deleted. Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 From jpierce at cambridgeenergyalliance.org Thu Jul 23 20:01:22 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 23 Jul 2009 20:01:22 -0400 Subject: [rt-users] rt-shredder / Ignore Privileged Users In-Reply-To: <325000856.341501248391462028.JavaMail.root@mail-01.cse.ucsc.edu> References: <589c94400907231526h7d0734d5h3864de17b3581be6@mail.gmail.com> <325000856.341501248391462028.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: > We're auto-deleting tickets after 5 years of inactivity, but it seems that in the current implementation, auto-created SPAM users can never be automatically deleted. Unless the shredder could kill the user along with the ticket when it's the only ticket that user has ever made; and ideally also when the user is unprivileged/auto-created. -- Cambridge Energy Alliance: Save money. Save the planet. From jrhett at netconsonance.com Thu Jul 23 20:13:35 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 23 Jul 2009 17:13:35 -0700 Subject: [rt-users] PATH: shredder deletes users with valid messages In-Reply-To: <589c94400907231558o57c039fewcecc3c69017bbe86@mail.gmail.com> References: <589c94400907231558o57c039fewcecc3c69017bbe86@mail.gmail.com> Message-ID: See my reply. The part of the patch which you refused because it was "well documented" breaks RT. Not fixing that isn't something you can simply "document" -- RT falls over. Searches break. Pulling up tickets break. Pulling reports on users work on tickets break. You can't simply "document this behavior", it's a must-fix issue. On Jul 23, 2009, at 3:58 PM, Ruslan Zakirov wrote: > See comments in the ticket you created. > > On Fri, Jul 24, 2009 at 12:33 AM, Jo Rhett > wrote: >> This patch was cribbed from somewhere else and improved, but it's >> still not integrated into 3.8.4. Can we get this into 3.8.5 >> please? >> >> --- lib/RT/Shredder/Plugin/Users.pm_orig 2009-07-23 >> 13:29:58.000000000 -0700 >> +++ lib/RT/Shredder/Plugin/Users.pm 2009-07-23 13:31:26.000000000 >> -0700 >> @@ -165,7 +165,7 @@ >> ); >> } >> >> - if( $self->{'opt'}{'no_tickets'} ) { >> + if( exists( $self->{'opt'}{'no_tickets'} ) ) { >> return $self->FilterWithoutTickets( >> Shredder => $args{'Shredder'}, >> Objects => $objs, >> @@ -219,7 +219,8 @@ >> sub _WithoutTickets { >> my ($self, $user) = @_; >> my $tickets = RT::Tickets->new( $RT::SystemUser ); >> - $tickets->FromSQL( 'Watcher.id = '. $user->id ); >> + $tickets->{'allow_deleted_search'} = 1; >> + $tickets->FromSQL( 'Watcher.id = '. $user->id . ' OR >> Creator.id = >> '. $user->id ); >> # HACK: we may use Count method which counts all records >> # that match condtion, but we really want to know only that >> # at least one record exist, so we fetch first row only >> >> -- >> 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 >> > > > > -- > Best regards, Ruslan. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From gordon at cryologic.com Thu Jul 23 20:32:25 2009 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 24 Jul 2009 10:32:25 +1000 Subject: [rt-users] PATH: shredder deletes users with valid messages In-Reply-To: References: <589c94400907231558o57c039fewcecc3c69017bbe86@mail.gmail.com> Message-ID: <4A690119.6000102@cryologic.com> Demanding work be done by developers who kindly (ie for free) maintain open source software, in my opinion, borders on being plain rude. You are free to patch your own version of RT, or find alternative software which falls more in line with your expectations for ongoing development. The excuse of being tired and emotional only carries weight for so long. Gordon Jo Rhett wrote: > See my reply. The part of the patch which you refused because it was > "well documented" breaks RT. Not fixing that isn't something you can > simply "document" -- RT falls over. Searches break. Pulling up > tickets break. Pulling reports on users work on tickets break. You > can't simply "document this behavior", it's a must-fix issue. From ruslan.zakirov at gmail.com Thu Jul 23 22:28:15 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 24 Jul 2009 06:28:15 +0400 Subject: [rt-users] PATH: shredder deletes users with valid messages In-Reply-To: References: <589c94400907231558o57c039fewcecc3c69017bbe86@mail.gmail.com> Message-ID: <589c94400907231928o4ae91ce0je58c1d3e3b76163b@mail.gmail.com> Jo, Let me give you simple advice. Don't attack developers, please. Instead of proving that you're right, you started arguing and using must word. Nobody in this community owes you anything. You didn't make you case. Patches are not applied unless bug is obviouse, that's it. In the ticket I proved that things work as expected and may be I'm missing something, but you didn't describe problem. I even don't know how you invoke shredder and I can not try every way. We can continue arguing on the list or offline, but you brought enough attention and at this point I do think it's better to stop it and start discussing real problem in the ticket. On Fri, Jul 24, 2009 at 4:13 AM, Jo Rhett wrote: > See my reply. ? The part of the patch which you refused because it was "well > documented" breaks RT. ?Not fixing that isn't something you can simply > "document" -- RT falls over. ?Searches break. ?Pulling up tickets break. > ?Pulling reports on users work on tickets break. ? You can't simply > "document this behavior", it's a must-fix issue. > > On Jul 23, 2009, at 3:58 PM, Ruslan Zakirov wrote: >> >> See comments in the ticket you created. >> >> On Fri, Jul 24, 2009 at 12:33 AM, Jo Rhett >> wrote: >>> >>> This patch was cribbed from somewhere else and improved, but it's >>> still not integrated into 3.8.4. ? ?Can we get this into 3.8.5 please? >>> >>> --- lib/RT/Shredder/Plugin/Users.pm_orig ? ? ? ?2009-07-23 >>> 13:29:58.000000000 -0700 >>> +++ lib/RT/Shredder/Plugin/Users.pm ? ? 2009-07-23 13:31:26.000000000 >>> -0700 >>> @@ -165,7 +165,7 @@ >>> ? ? ? ? ? ? ? ? ); >>> ? ? } >>> >>> - ? ?if( $self->{'opt'}{'no_tickets'} ) { >>> + ? ?if( exists( $self->{'opt'}{'no_tickets'} ) ) { >>> ? ? ? ? return $self->FilterWithoutTickets( >>> ? ? ? ? ? ? Shredder => $args{'Shredder'}, >>> ? ? ? ? ? ? Objects ?=> $objs, >>> @@ -219,7 +219,8 @@ >>> ?sub _WithoutTickets { >>> ? ? my ($self, $user) = @_; >>> ? ? my $tickets = RT::Tickets->new( $RT::SystemUser ); >>> - ? ?$tickets->FromSQL( 'Watcher.id = '. $user->id ); >>> + ? ?$tickets->{'allow_deleted_search'} = 1; >>> + ? ?$tickets->FromSQL( 'Watcher.id = '. $user->id . ' OR Creator.id = >>> '. $user->id ); >>> ? ? # HACK: we may use Count method which counts all records >>> ? ? # that match condtion, but we really want to know only that >>> ? ? # at least one record exist, so we fetch first row only >>> >>> -- >>> 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 >>> >> >> >> >> -- >> Best regards, Ruslan. > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source and > other randomness > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Jul 23 22:53:16 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 24 Jul 2009 06:53:16 +0400 Subject: [rt-users] rt-shredder / Ignore Privileged Users In-Reply-To: <325000856.341501248391462028.JavaMail.root@mail-01.cse.ucsc.edu> References: <589c94400907231526h7d0734d5h3864de17b3581be6@mail.gmail.com> <325000856.341501248391462028.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <589c94400907231953o2cc78c85h1f73ba5f176ca18a@mail.gmail.com> You're right, see your pain. I think member_of option in the Users plugin can help with this issue. Try attached patch, documentation included. On Fri, Jul 24, 2009 at 3:24 AM, Tim Gustafson wrote: >> There is no such option at this moment except extending >> Users plugin of the shredder. > > Is there a "suggestion box" for new features? ?This seems like a pretty glaring oversight. ?Surely mine can't be the only organization with privileged users who aren't always attached to tickets. > > I have about 30 privileged users, and maybe 500 other unprivileged actual users that have requests in the system, and a total of 4,130 records in my "Users" table. ?Probably 3,000 of them are users that were auto-created when RT received SPAM. > > We're auto-deleting tickets after 5 years of inactivity, but it seems that in the current implementation, auto-created SPAM users can never be automatically deleted. > > Tim Gustafson > Baskin School of Engineering > UC Santa Cruz > tjg at soe.ucsc.edu > 831-459-5354 > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-3.8.4-shredder_member_of_option_users_plugin.patch Type: application/octet-stream Size: 2060 bytes Desc: not available URL: From darling at ccdc.cam.ac.uk Fri Jul 24 05:08:56 2009 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Fri, 24 Jul 2009 10:08:56 +0100 Subject: [rt-users] Auto-open Resolved Ticket In-Reply-To: <61d255bb0907231341y77bfaf95nee8f0cf4eb266a4@mail.gmail.com> References: <61d255bb0907231341y77bfaf95nee8f0cf4eb266a4@mail.gmail.com> Message-ID: Hi Roehl > - I resolved a ticket Subject: Windows Patches or Subject: get and > renew certificates > - I'll do it again after a month. > - RT will re-open this ticket after a month. I use the Due date field with a stalled status, and have a daily cron job: #!/usr/bin/perl my $cmd = '/usr/bin/rt list -i '; my $qry = $cmd . qq/\"status = 'stalled' AND due <= 'today'\"/; my @res = `$qry`; for (@res) { chomp; system ("/usr/bin/rt edit $_ set status=open"); } I'm sure someone will be along shortly with an rt_crontool solution, or something RESTful. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From ol at bofh.priv.at Fri Jul 24 07:43:07 2009 From: ol at bofh.priv.at (Otmar Lendl) Date: Fri, 24 Jul 2009 13:43:07 +0200 Subject: [rt-users] Scrip for Merging bounces into existing tickets added to the wiki Message-ID: <20090724114307.GA23531@bofh.priv.at> FYI, I recently hacked up a small Scrip that tries to merge new tickets generated by mail bounces into the ticket that generated the mail. This is similar to what http://wiki.bestpractical.com/view/RtBounceHandler is doing, just that it's implemented as a scrip and not as an external program which runs on incoming mail. I've added my code to the RT wiki at http://wiki.bestpractical.com/view/BounceMerge I hope someone else might find it useful, too. /ol -- -=- Otmar Lendl -- ol at bofh.priv.at -- http://lendl.priv.at/ -=- From tjg at soe.ucsc.edu Fri Jul 24 10:59:56 2009 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Fri, 24 Jul 2009 07:59:56 -0700 (PDT) Subject: [rt-users] rt-shredder / Ignore Privileged Users In-Reply-To: <589c94400907231953o2cc78c85h1f73ba5f176ca18a@mail.gmail.com> Message-ID: <1675137199.347401248447596291.JavaMail.root@mail-01.cse.ucsc.edu> > You're right, see your pain. I think member_of option in the > Users plugin can help with this issue. Try attached patch, > documentation included. Awesome, that patch seems to work splendidly! Thanks! Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 From rmp.dmd1229 at gmail.com Fri Jul 24 11:00:41 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Fri, 24 Jul 2009 11:00:41 -0400 Subject: [rt-users] Auto-open Resolved Ticket In-Reply-To: References: <61d255bb0907231341y77bfaf95nee8f0cf4eb266a4@mail.gmail.com> Message-ID: <61d255bb0907240800o412711cbt7bb67f25f34a896d@mail.gmail.com> Hi Toby, Thanks for this. Please confirm, if I understand your method correctly. 1. Instead of resolving the ticket, after getting my tasks done, put in on stalled and set 'Due date' to next month. 2. the cron job will re-open this ticket after a month. If the ticket is re-open, will it send out notification? im doing the rt-list -i "status = 'stalled' AND due <= 'today'" on a command line but it's asking me for a password. is my syntax correct? Thanks! Roehl On Fri, Jul 24, 2009 at 5:08 AM, Toby Darling wrote: > Hi Roehl > > > - I resolved a ticket Subject: Windows Patches or Subject: get and > > renew certificates > > - I'll do it again after a month. > > - RT will re-open this ticket after a month. > > I use the Due date field with a stalled status, and have a daily cron job: > > #!/usr/bin/perl > my $cmd = '/usr/bin/rt list -i '; > my $qry = $cmd . qq/\"status = 'stalled' AND due <= 'today'\"/; > my @res = `$qry`; > for (@res) { > chomp; > system ("/usr/bin/rt edit $_ set status=open"); > } > > I'm sure someone will be along shortly with an rt_crontool solution, or > something RESTful. > > Cheers > Toby > > > LEGAL NOTICE > Unless expressly stated otherwise, information contained in this > message is confidential. If this message is not intended for you, > please inform postmaster at ccdc.cam.ac.uk and delete the message. > The Cambridge Crystallographic Data Centre is a company Limited > by Guarantee and a Registered Charity. > Registered in England No. 2155347 Registered Charity No. 800579 > Registered office 12 Union Road, Cambridge CB2 1EZ. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Fri Jul 24 11:07:24 2009 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 24 Jul 2009 17:07:24 +0200 Subject: [rt-users] Try to use ActivePerl Message-ID: <1248448044.6483.28.camel@zitpcx6759> Hi! I tried on a test machine to utilize ActivePerl to get rid of the RT vs. Operating System package hell. So I installed ActivePerl and I put the path to the ActivePerl in front, and started configure. This looks good. But 'make testdeps' gives me >> /opt/ActivePerl-5.10/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-modperl2 perl: >=5.8.3(5.10.0)...found users: rt group (apache)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: /opt/ActivePerl-5.10/bin/perl: symbol lookup error: /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/auto/Term/ReadKey/ReadKey.so: undefined symbol: Perl_Tstack_sp_ptr make: *** [testdeps] Error 127 << When disabel CLI in gives me a similar error with dbi so I tried LD_LIBRARY_PATH but without success, any idea how to fix? regards sven From barnesaw at ucrwcu.rwc.uc.edu Fri Jul 24 11:09:38 2009 From: barnesaw at ucrwcu.rwc.uc.edu (barnesaw) Date: Fri, 24 Jul 2009 11:09:38 -0400 Subject: [rt-users] Auto-open Resolved Ticket In-Reply-To: <61d255bb0907240800o412711cbt7bb67f25f34a896d@mail.gmail.com> Message-ID: Set up your environment to know usernam, password and server. http://wiki.bestpractical.com/view/UseRtTool On 7/24/09 11:00 AM, "rmp dmd" wrote: > Hi Toby, > ? > Thanks for this. > Please confirm, if I understand your method correctly. > ? > 1. Instead of resolving the ticket, after getting my tasks done, put in on > stalled and set 'Due date' to next month. > 2. the cron job will re-open this ticket after a month. > ? > If the ticket is re-open, will it send out notification? > ? > im doing the rt-list -i "status = 'stalled' AND due <= 'today'" > on a command line but it's asking me for a password.? > is my syntax correct? > ? > ? > Thanks! > Roehl > ? > > ? > On Fri, Jul 24, 2009 at 5:08 AM, Toby Darling wrote: >> Hi Roehl >> >>> > - I resolved a ticket Subject: Windows Patches or Subject: get and >>> > renew certificates >>> > - I'll do it again after a month. >>> > - RT will re-open this ticket after a month. >> >> I use the Due date field with a stalled status, and have a daily cron job: >> >> #!/usr/bin/perl >> my $cmd = '/usr/bin/rt list -i '; >> my $qry = $cmd . qq/\"status = 'stalled' AND due <= 'today'\"/; >> my @res = `$qry`; >> for (@res) { >> ? ?chomp; >> ? ? system ("/usr/bin/rt edit $_ set status=open"); >> } >> >> I'm sure someone will be along shortly with an rt_crontool solution, or >> something RESTful. >> >> Cheers >> Toby >> >> >> LEGAL NOTICE >> Unless expressly stated otherwise, information contained in this >> message is confidential. If this message is not intended for you, >> please inform postmaster at ccdc.cam.ac.uk and delete the message. >> The Cambridge Crystallographic Data Centre is a company Limited >> by Guarantee and a Registered Charity. >> Registered in England No. 2155347 Registered Charity No. 800579 >> Registered office 12 Union Road, Cambridge CB2 1EZ. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin at myri.com Fri Jul 24 11:31:06 2009 From: justin at myri.com (Justin Pratt) Date: Fri, 24 Jul 2009 11:31:06 -0400 Subject: [rt-users] RT permissions - is it possible to set up exclusions? In-Reply-To: <4A68928F.1050303@lbl.gov> References: <4A687B1F.6060505@myri.com> <4A68928F.1050303@lbl.gov> Message-ID: <4A69D3BA.5090003@myri.com> The problem is that I need random users other than the requester to be able to reply to a ticket. Our customers have a habit of replying from different email addresses. My understanding is that in order for those messages to be accepted, I must grant ReplyToTicket to Everyone, and yet I have a few users that I do *not* want to reply. Suggestions? Thanks, Justin Ken Crocker wrote: > Justin, > > Don't grant it to everyone. Grant it to groups of Privileged users.. > > Kenn > LBNL > > On 7/23/2009 8:00 AM, Justin Pratt wrote: >> Is there a way to prevent a particular user from replying to tickets, >> despite the ReplyToTicket right being granted to Everyone? >> >> Thanks, >> 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 jesse at bestpractical.com Fri Jul 24 12:16:11 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 24 Jul 2009 12:16:11 -0400 Subject: [rt-users] RT permissions - is it possible to set up exclusions? In-Reply-To: <4A69D3BA.5090003@myri.com> References: <4A687B1F.6060505@myri.com> <4A68928F.1050303@lbl.gov> <4A69D3BA.5090003@myri.com> Message-ID: <20090724161611.GH19368@bestpractical.com> On Fri, Jul 24, 2009 at 11:31:06AM -0400, Justin Pratt wrote: > The problem is that I need random users other than the requester to be > able to reply to a ticket. Our customers have a habit of replying from > different email addresses. My understanding is that in order for those > messages to be accepted, I must grant ReplyToTicket to Everyone, and yet > I have a few users that I do *not* want to reply. Suggestions? Unfortunately, negative ACLs aren't something we have yet :/ I know how to do it, we just haven't had the cycles. -jesse From ellinger at adi.com Fri Jul 24 12:34:49 2009 From: ellinger at adi.com (Bryan Ellinger) Date: Fri, 24 Jul 2009 12:34:49 -0400 Subject: [rt-users] RT for Project Management In-Reply-To: <4A69D5EE.2020506@lbl.gov> References: <378C1884591F4E6998F6EAAC7DE39DA7@adi.com> <8a5c3dac0907231336l76eafdb1v568fedf89d273d5d@mail.gmail.com> <4A69D5EE.2020506@lbl.gov> Message-ID: <3A4F6A139E654AEC8AC7DCCCB3B300D3@adi.com> Kenn, Thank you for sharing your work. I will check it out. Bryan > -----Original Message----- > From: Ken Crocker [mailto:kfcrocker at lbl.gov] > Sent: Friday, July 24, 2009 11:41 AM > To: ellinger at adi.com > Cc: 'William Graboyes'; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT for Project Management > > Bryan, > > Another suggestion. WE use AdminCc as the Queue/Project > managers. that way, we can assign rights to them that allow > them to change ACL for groups using the Queue, re-assigning > (steal) tickets, etc. I have a suggested rights list that > works for us in giving a basic hierarchy of rights (reduces > redundancy, etc.) and explains how some of the rights work > together (like "CreateTicket", "SeeQueue" for creating > tickets via web). It is attached. > We also developed a RT USER Guide for regular > users/developers which explains how to use the Query, using > Custom Fields, etc. with screen shots. This is all on 3.6.x > (Sorry. We're in the midst of testing 3.8.4 on our dev machine). > Lots of luck. > > Kenn > LBNL > > On 7/23/2009 2:36 PM, Bryan Ellinger wrote: > > -----Original Message----- > From: William Graboyes > [mailto:william.graboyes at theportalgrp.com] > Sent: Thursday, July 23, 2009 4:36 PM > To: ellinger at adi.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT for Project Management > > Bryan, > > I've one acronym for you ITIL. It works for > supporting huge > dotcoms, all the way to small projects. > Typically you want > queues that pertain to the type of project that > is being > managed, you can spawn child tickets from parent tickets > for use if sending to different groups. > > > > Bill, > > Thanks for your comments. Let's see if I get it. > You're suggesting: > Set up queues for different types of projects, e.g. > expansions, PCI systems, VME systems, Large-scale systems. > Set up groups for different business groups, e.g. > Sales, Engineering, Field Service > The project manager create a top-level ticket, e.g. > Build a PCI system for customer "X" > The project manager spawn children from that top-level > ticket and assign owners, e.g. Specify IO -- owner: > engineering, Unit test -- > owner: manufacturing etc. > Yes? > > I checked out ITIL, and it looks like something worth > investigating, and possibly integrating with our ISO 9000 program. > > rt-users, > > How does this compare to what you are doing? > What problems would crop up with this solution? > > Bryan > > > > etc... Google ITIL... > you may thank me for it.for > > Thanks, > > Bill Graboyes > > > On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger > wrote: > > > All, > > I would like to get started using RT > for PM of a > hardware, software integration project. There > has been talk > on this list about > using RT for project management. > However, I have not > read much about how others are doing it. > For instance, what is the most sensible > way to set up > queues? It seems like it might be good to give > each group, e.g. SW > engineering, HW engineering, > Applications Engineering > etc., their own queue. But how would one > determine which > tickets belong to > which of many possible projects? Should > each project > have it's own queue instead? > Anyone care to share how they apply RT > to their general > PM processes? It would be a big help to me. > > Sincerely, > Bryan > > Bryan D. Ellinger > > Applications Engineer > Applied Dynamics International > 3800 Stone School Road > Ann Arbor, MI 48108 > 734.973.1300 ext. 289 > 734.668.0012 Fax > http://www.adi.com, mailto:support at adi.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 > > > > > > -- > Bill Graboyes > On Assignment At: > Toyota Motor Sales, USA, Inc. > Consumer Portal Delivery > Office: (310) 468-6754 > Cell: (714) 515-8312 > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jul 24 14:40:21 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 24 Jul 2009 14:40:21 -0400 Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. In-Reply-To: References: <20090723142247.GA711@jibsheet.com> Message-ID: <20090724184021.GA6159@jibsheet.com> On Thu, Jul 23, 2009 at 11:53:09AM -0500, Michael Ellis wrote: > Thanks Kevin, > > I guess what I'm asking, is how do I modify the SelfService interface to > expose the Due field? You've read the wiki pages about local customizations, right? http://wiki.bestpractical.com/view/CleanlyCustomizeRT -kevin > > On Thu, Jul 23, 2009 at 08:58:57AM -0500, Michael Ellis wrote: > >> I'm still looking for a way to "due" this. Any suggestions? > > > > Either modify the SelfService interface to expose the Due field or > > create a custom field and in a Scrip set the Due Date. > > > > -kevin > > > >> > >> -Mike > >> From: [1]Michael Ellis > >> Sent: Monday, July 06, 2009 10:23 AM > >> To: [2]RT-USERS > >> Subject: [rt-users] Allow selfservice users to choose their own DUE > >> DATE. > >> I've got a queue set up for equipment booking requests. I'd like for > >> unprivileged users to be > >> able to use the duedate field to specify the day they want the > >> laptop/projector setup. I know > >> I could add a custom field, but can I present the baked-in duedate to > >> the unprivileged users > >> at the self service page? > >> > >> If I have to use a custom field, is there a way to automagically use > >> that to set the real > >> duedate? > >> > >> Thanks very much, From falcone at bestpractical.com Fri Jul 24 15:57:10 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 24 Jul 2009 15:57:10 -0400 Subject: [rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4 In-Reply-To: <463ED08B-8468-40B7-A8D5-0967F7285BF3@netconsonance.com> References: <463ED08B-8468-40B7-A8D5-0967F7285BF3@netconsonance.com> Message-ID: <20090724195710.GB6159@jibsheet.com> On Thu, Jul 23, 2009 at 03:20:18PM -0700, Jo Rhett wrote: > RT-Extension-ToggleSuperUser is broken in 3.8.4 because the personal > toolbar moved from html/Elements/Header to html/Elements/ > PersonalQuickbar. > > Well not really a patch, but the fix is to rename local/plugins/RT- > Extension-ToggleSuperUser/html/Callbacks/ToggleSuperUser/Elements/ > Header to local/plugins/RT-Extension-ToggleSuperUser/html/Callbacks/ > ToggleSuperUser/Elements/PersonalQuickbar You may also want to report this here, so Emmanuel can release a new version. http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-ToggleSuperUser -kevin From kfcrocker at lbl.gov Fri Jul 24 11:40:30 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 24 Jul 2009 08:40:30 -0700 Subject: [rt-users] RT for Project Management In-Reply-To: References: <378C1884591F4E6998F6EAAC7DE39DA7@adi.com> <8a5c3dac0907231336l76eafdb1v568fedf89d273d5d@mail.gmail.com> Message-ID: <4A69D5EE.2020506@lbl.gov> Bryan, Another suggestion. WE use AdminCc as the Queue/Project managers. that way, we can assign rights to them that allow them to change ACL for groups using the Queue, re-assigning (steal) tickets, etc. I have a suggested rights list that works for us in giving a basic hierarchy of rights (reduces redundancy, etc.) and explains how some of the rights work together (like "CreateTicket", "SeeQueue" for creating tickets via web). It is attached. We also developed a RT USER Guide for regular users/developers which explains how to use the Query, using Custom Fields, etc. with screen shots. This is all on 3.6.x (Sorry. We're in the midst of testing 3.8.4 on our dev machine). Lots of luck. Kenn LBNL On 7/23/2009 2:36 PM, Bryan Ellinger wrote: >> -----Original Message----- >> From: William Graboyes [mailto:william.graboyes at theportalgrp.com] >> Sent: Thursday, July 23, 2009 4:36 PM >> To: ellinger at adi.com >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] RT for Project Management >> >> Bryan, >> >> I've one acronym for you ITIL. It works for supporting huge >> dotcoms, all the way to small projects. Typically you want >> queues that pertain to the type of project that is being >> managed, you can spawn child tickets from parent tickets >> for use if sending to different groups. >> > > Bill, > > Thanks for your comments. Let's see if I get it. > You're suggesting: > Set up queues for different types of projects, e.g. expansions, PCI systems, VME systems, Large-scale systems. > Set up groups for different business groups, e.g. Sales, Engineering, Field Service > The project manager create a top-level ticket, e.g. Build a PCI system for customer "X" > The project manager spawn children from that top-level ticket and assign owners, e.g. Specify IO -- owner: engineering, Unit test -- > owner: manufacturing etc. > Yes? > > I checked out ITIL, and it looks like something worth investigating, and possibly integrating with our ISO 9000 program. > > rt-users, > > How does this compare to what you are doing? > What problems would crop up with this solution? > > Bryan > > >> etc... Google ITIL... >> you may thank me for it.for > >> Thanks, >> >> Bill Graboyes >> >> >> On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger >> wrote: >> >> >> All, >> >> I would like to get started using RT for PM of a >> hardware, software integration project. There has been talk >> on this list about >> using RT for project management. However, I have not >> read much about how others are doing it. >> For instance, what is the most sensible way to set up >> queues? It seems like it might be good to give each group, e.g. SW >> engineering, HW engineering, Applications Engineering >> etc., their own queue. But how would one determine which >> tickets belong to >> which of many possible projects? Should each project >> have it's own queue instead? >> Anyone care to share how they apply RT to their general >> PM processes? It would be a big help to me. >> >> Sincerely, >> Bryan >> >> Bryan D. Ellinger >> Applications Engineer >> Applied Dynamics International >> 3800 Stone School Road >> Ann Arbor, MI 48108 >> 734.973.1300 ext. 289 >> 734.668.0012 Fax >> http://www.adi.com, mailto:support at adi.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 >> >> >> >> >> >> -- >> Bill Graboyes >> On Assignment At: >> Toyota Motor Sales, USA, Inc. >> Consumer Portal Delivery >> Office: (310) 468-6754 >> Cell: (714) 515-8312 >> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT Rights.doc Type: application/msword Size: 60928 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Global Defaultl Priv.doc Type: application/msword Size: 46080 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT Queue Default Priv.doc Type: application/msword Size: 48128 bytes Desc: not available URL: From michael_ellis at umanitoba.ca Fri Jul 24 16:41:05 2009 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Fri, 24 Jul 2009 15:41:05 -0500 Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. In-Reply-To: <20090724184021.GA6159@jibsheet.com> References: <20090723142247.GA711@jibsheet.com> <20090724184021.GA6159@jibsheet.com> Message-ID: Thank you Kevin, this is probably what I need. I confess, I had not read this. I will sheepishly do so now. Tail between my legs, Mike -------------------------------------------------- From: "Kevin Falcone" Sent: Friday, July 24, 2009 1:40 PM To: Subject: Re: [rt-users] Allow selfservice users to choose their own DUE DATE. > On Thu, Jul 23, 2009 at 11:53:09AM -0500, Michael Ellis wrote: >> Thanks Kevin, >> >> I guess what I'm asking, is how do I modify the SelfService interface to >> expose the Due field? > > You've read the wiki pages about local customizations, right? > http://wiki.bestpractical.com/view/CleanlyCustomizeRT > > -kevin > >> > On Thu, Jul 23, 2009 at 08:58:57AM -0500, Michael Ellis wrote: >> >> I'm still looking for a way to "due" this. Any suggestions? >> > >> > Either modify the SelfService interface to expose the Due field or >> > create a custom field and in a Scrip set the Due Date. >> > >> > -kevin >> > >> >> >> >> -Mike >> >> From: [1]Michael Ellis >> >> Sent: Monday, July 06, 2009 10:23 AM >> >> To: [2]RT-USERS >> >> Subject: [rt-users] Allow selfservice users to choose their own DUE >> >> DATE. >> >> I've got a queue set up for equipment booking requests. I'd like >> >> for >> >> unprivileged users to be >> >> able to use the duedate field to specify the day they want the >> >> laptop/projector setup. I know >> >> I could add a custom field, but can I present the baked-in duedate >> >> to >> >> the unprivileged users >> >> at the self service page? >> >> >> >> If I have to use a custom field, is there a way to automagically >> >> use >> >> that to set the real >> >> duedate? >> >> >> >> Thanks very much, > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From ruslan.zakirov at gmail.com Fri Jul 24 17:28:44 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 25 Jul 2009 01:28:44 +0400 Subject: [rt-users] rt-shredder / Ignore Privileged Users In-Reply-To: <1675137199.347401248447596291.JavaMail.root@mail-01.cse.ucsc.edu> References: <589c94400907231953o2cc78c85h1f73ba5f176ca18a@mail.gmail.com> <1675137199.347401248447596291.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <589c94400907241428m4cd094e8vfb58e7e0f6fb3e24@mail.gmail.com> Landed into 3.8 for 3.8.5. On Fri, Jul 24, 2009 at 6:59 PM, Tim Gustafson wrote: >> You're right, see your pain. I think member_of option in the >> Users plugin can help with this issue. Try attached patch, >> documentation included. > > Awesome, that patch seems to work splendidly! ?Thanks! > > Tim Gustafson > Baskin School of Engineering > UC Santa Cruz > tjg at soe.ucsc.edu > 831-459-5354 > -- Best regards, Ruslan. From allen+rtlist at crystalfontz.com Fri Jul 24 17:34:31 2009 From: allen+rtlist at crystalfontz.com (Allen) Date: Fri, 24 Jul 2009 14:34:31 -0700 Subject: [rt-users] Signature for Reply only Message-ID: <885d981e0907241434k6fec19c2s6d2e35a4ce176ea@mail.gmail.com> > I'm looking for possibility to disable signature for comments and leave it > enabled for replies only. This way is working for me in 3.8.4. Copy the distribution html/Elements/MessageBox from to the "local" html/Elements directory. On Debian and Ubuntu, the "local" directory (as installed by apt-get) is: /usr/local/share/request-tracker3.8/html/Elements In that file, you just add another condition to the spot where it decides whether to insert a signature. The extra condition is "and $ARGS{'Action'} ne 'Comment'" Here is the patch: my $signature = ''; -if ( $IncludeSignature and my $text = $session{'CurrentUser'}->UserObj->Signature and - $ARGS{'Action'} ne 'Comment' -) { - -# unnecessary to have sig in comment since it's internal only and the name of the user is attached to the transaction - +if ( $IncludeSignature and my $text = $session{'CurrentUser'}->UserObj->Signature ) { $signature = "-- \n". $text; } >From that old thread that you referenced > http://www.gossamer-threads.com/lists/rt/users/42269#42269 I think his way would also work -- copying the distribution version of Ticket/Update.html to the "local" Ticket/ directory and then changing line 143 from <& /Elements/MessageBox, Name=>"UpdateContent", %ARGS &> to <& /Elements/MessageBox, Name=>"UpdateContent", IncludeSignature => 0, %ARGS &> You will need to restart webserver for either method to take effect. Allen From jrhett at netconsonance.com Fri Jul 24 18:41:53 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 24 Jul 2009 15:41:53 -0700 Subject: [rt-users] ModifyTicket required to close tickets? Message-ID: I have repeatedly found problems where people can mistakenly affect large batches of tickets. The answer provided by Best Practical has been to remove ModifyTicket right from people. So after upgrading to 3.8.4 I went ahead with this. Now nobody can close tickets. Yep, that's right -- can't even mark them resolved. Brilliant. Obviously this is a non-op, and I had to give the ModifyTicket right back to everyone. BPS: what kind of patches will you accept to break ModifyTicket into some distinct rights groups so that normal operations: close tickets, reassign tickets, etc can be done by users, without giving them the rights to batch modify and update hundreds of tickets? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Fri Jul 24 18:47:14 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 24 Jul 2009 15:47:14 -0700 Subject: [rt-users] PATH: shredder deletes users with valid messages In-Reply-To: <4A690119.6000102@cryologic.com> References: <589c94400907231558o57c039fewcecc3c69017bbe86@mail.gmail.com> <4A690119.6000102@cryologic.com> Message-ID: <67D04FC0-7744-4175-B822-F1E4A9647247@netconsonance.com> Gordon, I didn't demand anything. I (for free, as you said) supplied a patch which makes the software work. Without the patch, the software does not function. The person I was replying to was making an argument that this wasn't necessary, and my text quoted below was simply making the point that it was necessary. Without the patch, db inconsistency can make loading tickets impossible. And without the patch, it errors out rather than completing the job. There's nothing "tired" or "emotional" about this, it's plain fact. On Jul 23, 2009, at 5:32 PM, gordon at cryologic.com wrote: > Demanding work be done by developers who kindly (ie for free) maintain > open source software, in my opinion, borders on being plain rude. > You are free to patch your own version of RT, or find alternative > software which falls more in line with your expectations for ongoing > development. The excuse of being tired and emotional only carries > weight > for so long. > > Gordon > > Jo Rhett wrote: >> See my reply. The part of the patch which you refused because it >> was >> "well documented" breaks RT. Not fixing that isn't something you can >> simply "document" -- RT falls over. Searches break. Pulling up >> tickets break. Pulling reports on users work on tickets break. You >> can't simply "document this behavior", it's a must-fix issue. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Fri Jul 24 18:49:38 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 24 Jul 2009 15:49:38 -0700 Subject: [rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4 In-Reply-To: <20090724195710.GB6159@jibsheet.com> References: <463ED08B-8468-40B7-A8D5-0967F7285BF3@netconsonance.com> <20090724195710.GB6159@jibsheet.com> Message-ID: <66072E36-472F-4C70-B875-66303E656DA3@netconsonance.com> On Jul 24, 2009, at 12:57 PM, Kevin Falcone wrote: > You may also want to report this here, so Emmanuel can release a new > version. > > http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-ToggleSuperUser I wasted 5 minutes trying to get an account set up in their system before giving up. I'm sorry, I'm not willing to waste hours and give up my first-born to send someone a comment. They clearly think that accounts are very special things that we should be honored to have. I think it's a PITA. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Fri Jul 24 18:52:41 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 24 Jul 2009 15:52:41 -0700 Subject: [rt-users] Reassigning tickets as superuser In-Reply-To: <7c086ee20907220739x662d2378p828d5130a9f275d7@mail.gmail.com> References: <7c086ee20907220739x662d2378p828d5130a9f275d7@mail.gmail.com> Message-ID: <904AA826-0F14-47B1-B246-8420B60EFDB6@netconsonance.com> I've asked about this before and they seem unwilling to accept patches to fix this behavior. But I totally agree with you ;-) On Jul 22, 2009, at 7:39 AM, Steve Hopps wrote: > It seems there is no way to give someone permission to simply > reassign a ticket which is already owned. No matter what, you must > 'steal' the ticket, then reassign it. > > From a manager's perspective this is kind of a pain (I teased my > boss "I know it's a whole extra click!"), would it be possible for > this to be changed in an upcoming patch so that you can assign a > permission which allows someone to reassign tickets even if they are > not the owner? > > -Steve Hopps > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Fri Jul 24 18:53:24 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 24 Jul 2009 15:53:24 -0700 Subject: [rt-users] 3.8.3: Page not found In-Reply-To: <02B111358040704183C146FB2280EBB7942B0603B0@msx.pcn.local> References: <02B111358040704183C146FB2280EBB7942B0603B0@msx.pcn.local> Message-ID: <54CB00B2-6A08-42BB-8859-C5F92BFBD523@netconsonance.com> Check your WebPath setting. On Jul 17, 2009, at 9:03 AM, Victor Gehring wrote: > The below also appears in the RT Wiki 3.8.3 release announcement > comments area . . . > > I have just done a fresh install of 3.8.3 on SLES10SP2/MySQL 5.0.26/ > Apache2. I keep getting "The page you requested could not be found" > when creating or replying to a ticket. The workaround is to remove > the extra "/rt" that is inserted into the browser's address line and > then things work fine. I have also tried fiddling with the > SiteConfig.pm to affect the pathing, but no go. The doc I have shows > two statements, "Set($WebURL = ..." and Set($WebImagesURL = ..." > that Apache does not like, so I have to comment them out to start > the webserver. I get the same result w/both IE7 and Firefox 3.0.11. > > Any ides? > > TIA, > > Victor Gehring, CNE, CCDA, ITIL > Sr. Systems Engineer > PC Network, Inc. > 100 S. Broad St. Suite 1205 > Philadelphia, PA 19110 > 267-236-0015 x312 > cell: 609-703-9799 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From falcone at bestpractical.com Fri Jul 24 19:45:26 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 24 Jul 2009 19:45:26 -0400 Subject: [rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4 In-Reply-To: <66072E36-472F-4C70-B875-66303E656DA3@netconsonance.com> References: <463ED08B-8468-40B7-A8D5-0967F7285BF3@netconsonance.com> <20090724195710.GB6159@jibsheet.com> <66072E36-472F-4C70-B875-66303E656DA3@netconsonance.com> Message-ID: <20090724234526.GC6159@jibsheet.com> On Fri, Jul 24, 2009 at 03:49:38PM -0700, Jo Rhett wrote: > On Jul 24, 2009, at 12:57 PM, Kevin Falcone wrote: > > You may also want to report this here, so Emmanuel can release a new > > version. > > > > http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-ToggleSuperUser > > > I wasted 5 minutes trying to get an account set up in their system > before giving up. I'm sorry, I'm not willing to waste hours and give > up my first-born to send someone a comment. They clearly think that > accounts are very special things that we should be honored to have. I > think it's a PITA. When you clicked on "Report a new bug" did you miss the email address where you can send reports, no account required? "If you do not wish to register with Bitcard, please report your bug by sending email to: bug-RT-Extension-ToggleSuperUser [at] rt.cpan.org." Let us know if we could have made that clearer by sending a patch to the RT-BugTracker-Public distribution -kevin From darafeyen at internode.on.net Fri Jul 24 22:22:48 2009 From: darafeyen at internode.on.net (Darafeyen) Date: Sat, 25 Jul 2009 02:22:48 +0000 Subject: [rt-users] Using CLI : Custom field fails to enter? Message-ID: <1248488568.30899.12.camel@hurricane.synect.com> RT 3.6.7 running on Gentoo Dear all, I apologise if this question is an obvious one. After much searching, I am hoping someone has a simple/short answer. Trying to create a ticket from CLI, with one custom field in it Custom field is called: Map rt create -t ticket set Queue="Scripts" Subject="New" Requestor="Darafeyen" text="No info available." CF-Map="Weaving the Pattern" Ticket 14 created Similiarly, these dont work : CF-Map='Weaving the Pattern' CF-Map=Weaving This creates the ticket, but does not populate the Map field. (it has no value in it, when viewed) Custom fields entered by the web interface do work, and are available from both the web and CLI rt show as below. ./rt show ticket/2 results in snip .. .. .. CF-Map: A New Beginning Is it a real bug or a user Bug :) ? Darafeyen ----------- From jrhett at netconsonance.com Mon Jul 27 01:59:43 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Sun, 26 Jul 2009 22:59:43 -0700 Subject: [rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4 In-Reply-To: <20090724234526.GC6159@jibsheet.com> References: <463ED08B-8468-40B7-A8D5-0967F7285BF3@netconsonance.com> <20090724195710.GB6159@jibsheet.com> <66072E36-472F-4C70-B875-66303E656DA3@netconsonance.com> <20090724234526.GC6159@jibsheet.com> Message-ID: On Jul 24, 2009, at 4:45 PM, Kevin Falcone wrote: > When you clicked on "Report a new bug" did you miss the email address > where you can send reports, no account required? Yes, I did. Sorry. > Let us know if we could have made that clearer by sending a patch to > the RT-BugTracker-Public distribution After I spun off to the bitcard signup stuff I didn't go back to the page and notice this text. FWIW, the bitcard login system did give me a confirmation email today so I do have a working login today. Dunno what the drama was. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From SMchugh at grey.com Mon Jul 27 12:04:33 2009 From: SMchugh at grey.com (Mchugh, Sean) Date: Mon, 27 Jul 2009 12:04:33 -0400 Subject: [rt-users] Remove AdminCc based on Custom Field Value In-Reply-To: <20090723142619.GC711@jibsheet.com> References: <20090723142619.GC711@jibsheet.com> Message-ID: On Thursday, July 23, 2009 10:26 AM, Kevin Falcoe wrote: > [..] > > > > so, since I can determine a successful job based on the custom field > > NB_STATUS, which is transmitted > > in the body of the message, I would like to delete all AdminCc users. > > > > Here's what I have in my custom scrip: > > I suspect you're running into a problem distinguishing AdminCcs on the > Queue level vs the Ticket level. > > Instead of trying to remove the AdminCcs, I'd put a User Defined > condition on the default "On Create Notify AdminCc" that returns false > if your CF is set, just make sure the CF gets set first and you may > need to make some of the Scrips be TransactionBatch (see the config > file) Thanks Kevin. One question: after making 'On Create NotifyAdminCc' user defined, what must I drop into the Custom Action to actually keep the former behavior ? Can I just copy from the perl source ? > -kevin > > > > > my $nbstatus = $self->TicketObj->FirstCustomFieldValue('NB_STATUS'); > > if ($nbstatus == 0) { > > my $admincc = $self->TicketObj->AdminCcAddresses; > > my @watchers = split /\,/,$admincc; > > $RT::Logger->warning("Scrip 12 found watchers: > > $admincc"); > > foreach my $watcher (@watchers) { > > my ($st, $msg) = > > $self->TicketObj->DeleteWatcher(Type=>'AdminCc',Email=>$watcher); > > } > > $self->TicketObj->SetStatus('resolved'); > > > > } > > > > > > The ticket status is set correctly, but I can't seem to get any of > the > > 'Watcher' related code to work; > > > > 1.) AdminCcAddresses returns nothing > > 2.) This custom scrip's description starts with a 00 and is set for > > TransactionBatch, as is Scrip #4; and > > I can see in the ticket history, that my custom scrip is > executing > > before the Notify Admins scrip > > 3.) The AdminCc is set on the Queue that this custom scrip executes > on > > and points to a group. > > > > Any help would be greatly appreciated :) > > > > > > > > > > > > Sean McHugh > > VP, Dir. of Global Services > > Grey Group > > p. 212-546-1926 > > m. smchugh at grey.com > > c. 917-916-8644 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 darling at ccdc.cam.ac.uk Mon Jul 27 12:30:50 2009 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Mon, 27 Jul 2009 17:30:50 +0100 Subject: [rt-users] Auto-open Resolved Ticket In-Reply-To: <61d255bb0907240800o412711cbt7bb67f25f34a896d@mail.gmail.com> References: <61d255bb0907231341y77bfaf95nee8f0cf4eb266a4@mail.gmail.com> <61d255bb0907240800o412711cbt7bb67f25f34a896d@mail.gmail.com> Message-ID: Hi Roehl > Please confirm, if I understand your method correctly. > > 1. Instead of resolving the ticket, after getting my tasks done, put in > on stalled and set 'Due date' to next month. Correct. > 2. the cron job will re-open this ticket after a month. More accurately, it will reopen those tickets with due dates on, or before, 'today'. > If the ticket is re-open, will it send out notification? Not by default, I don't think, but you can create a scrip to fire On Status Change. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From jrhett at netconsonance.com Mon Jul 27 12:58:08 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 27 Jul 2009 09:58:08 -0700 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com> <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com> Message-ID: Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch to this when we installed it and I can easily see this problem. You claimed you are having trouble replicating this bug. I'm boggled, because my bug description on the original report shows it clearly. How can I help you replicate it? On Jun 3, 2009, at 12:01 PM, Kevin Falcone wrote: > On Jun 3, 2009, at 2:47 PM, Jo Rhett wrote: > >> On Jun 3, 2009, at 5:23 AM, Kevin Falcone wrote: >>>> I reported this message display bug about 3 months ago, Kevin >>>> agreed >>>> with the fix, but it's still present in 3.8.3. Without this fix, >>>> if >>>> you click "Show" next to an outgoing mail message, regardless of >>>> your >>>> preference settings, text paragraphs are a single long line. >>> >>> I don't recall agreeing with the fix, but I did ask for it to end up >>> in the >>> bug tracker so it could be tracked. >>> >>> Its currently slated for review for 3.8.4 >>> http://rt3.fsck.com/Ticket/Display.html?id=13230 >>> >>> As I recall, during triage for 3.8.3 I couldn't immediately >>> replicate >>> the problem you were solving so we left it for further review when >>> we had a little more time to replicate. >> >> >> It only happens when you click "Show" for outbound messages - ie, to >> AdminCcs or Requestors. Normal ticket display is unaffected. > > http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=109609&Attachment=52649 > > That looked fine, so I tabled it for 3.8.3 until we could figure out > what it > was trying to fix. > > -kevin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From falcone at bestpractical.com Mon Jul 27 13:34:06 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 27 Jul 2009 13:34:06 -0400 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com> <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com> Message-ID: <20090727173406.GD6159@jibsheet.com> On Mon, Jul 27, 2009 at 09:58:08AM -0700, Jo Rhett wrote: > Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch > to this when we installed it and I can easily see this problem. 3.8.4 was a bugrelease for 3.8.3, anything tabled after 3.8.3 was pushed to 3.8.6 > You claimed you are having trouble replicating this bug. I'm boggled, > because my bug description on the original report shows it clearly. > How can I help you replicate it? How does it show it? I quoted the transaction link and it didn't appear all as one line. > > > > http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=109609&Attachment=52649 > > Please let us know what piece of display off of 13230 shows the problem you're encountering. Preferably as a note on the ticket so the next time we triage we can re-check it -kevin > > On Jun 3, 2009, at 12:01 PM, Kevin Falcone wrote: > > On Jun 3, 2009, at 2:47 PM, Jo Rhett wrote: > > > >> On Jun 3, 2009, at 5:23 AM, Kevin Falcone wrote: > >>>> I reported this message display bug about 3 months ago, Kevin > >>>> agreed > >>>> with the fix, but it's still present in 3.8.3. Without this fix, > >>>> if > >>>> you click "Show" next to an outgoing mail message, regardless of > >>>> your > >>>> preference settings, text paragraphs are a single long line. > >>> > >>> I don't recall agreeing with the fix, but I did ask for it to end up > >>> in the > >>> bug tracker so it could be tracked. > >>> > >>> Its currently slated for review for 3.8.4 > >>> http://rt3.fsck.com/Ticket/Display.html?id=13230 > >>> > >>> As I recall, during triage for 3.8.3 I couldn't immediately > >>> replicate > >>> the problem you were solving so we left it for further review when > >>> we had a little more time to replicate. > >> > >> > >> It only happens when you click "Show" for outbound messages - ie, to > >> AdminCcs or Requestors. Normal ticket display is unaffected. > > > > http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=109609&Attachment=52649 > > > > That looked fine, so I tabled it for 3.8.3 until we could figure out > > what it > > was trying to fix. > > > > -kevin From todd at chaka.net Mon Jul 27 13:26:33 2009 From: todd at chaka.net (Todd Chapman) Date: Mon, 27 Jul 2009 13:26:33 -0400 Subject: [rt-users] Using the RT %session global variable Message-ID: <519782dc0907271026i76aa2118weeed17c38fd31701@mail.gmail.com> I'm trying to store some temporary data is the %session variable, similar to the way attachments are handled. (In fact I am working on AJAX attachment uploading using Uploadify: http://www.uploadify.com/ ) Here is a small RT component I wrote to play with %session: 
<% Dumper $session{Foo} %>
% $m->abort; <%INIT> use Data::Dumper; my $num = rand(1000000); $session{Foo}{ $num } = $num; No matter how many times I call it $session{Foo} only ever has 2 key/value pairs. Here is the output from 3 consecutive calls: $VAR1 = { '940781.303899698' => '940781.303899698', '603827.532884804' => '603827.532884804' }; $VAR1 = { '284271.614611484' => '284271.614611484', '603827.532884804' => '603827.532884804' }; $VAR1 = { '629885.66885177' => '629885.66885177', '603827.532884804' => '603827.532884804' }; Is there anything special I need to do to store data in %session? Any advice is appreciated. From jrhett at netconsonance.com Mon Jul 27 13:43:38 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 27 Jul 2009 10:43:38 -0700 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: <20090727173406.GD6159@jibsheet.com> References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com> <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com> <20090727173406.GD6159@jibsheet.com> Message-ID: On Jul 27, 2009, at 10:34 AM, Kevin Falcone wrote: > On Mon, Jul 27, 2009 at 09:58:08AM -0700, Jo Rhett wrote: >> Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch >> to this when we installed it and I can easily see this problem. > > 3.8.4 was a bugrelease for 3.8.3, anything tabled after 3.8.3 was > pushed to 3.8.6 It was originally reported against 3.8.2. >> You claimed you are having trouble replicating this bug. I'm >> boggled, >> because my bug description on the original report shows it clearly. >> How can I help you replicate it? > > How does it show it? I quoted the transaction link and it didn't > appear all as one line. > >>> http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=109609&Attachment=52649 > > Please let us know what piece of display off of 13230 shows the > problem you're encountering. Preferably as a note on the ticket so > the next time we triage we can re-check it This sounds perfect for clarifying the situation. However, I'm not certain that I have a login on this system? If so, I have no clue what it is, sorry. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From vadud3 at gmail.com Mon Jul 27 13:41:49 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 27 Jul 2009 13:41:49 -0400 Subject: [rt-users] admin right to user to create template in a specific queue Message-ID: Hi Is there a way I can give a user right to create template for a specific queue? I only see ModifyTemplate right. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From allen+rtlist at crystalfontz.com Mon Jul 27 14:00:00 2009 From: allen+rtlist at crystalfontz.com (Allen) Date: Mon, 27 Jul 2009 11:00:00 -0700 Subject: [rt-users] thumb Preview PDF as PNG in ticket history? Message-ID: <885d981e0907271100k373ed90dra1c0763c23da5cad@mail.gmail.com> Instead of a text link in ticket history for attached PDFs to "Download somefile.pdf," I would like to show these as thumbnail images that preview the first page of the document, similar to how regular attached images are shown in history. Converting a PDF document into a PNG image seems easy with ImageMagick convert -density 600x600 -resize 800x560 -quality 90 $file `echo $file|cut -f1 -d'.'`.png Does anyone know what code RT would need to make this change? I think it might be another "elseif" at the end of html/Tickets/Elements/ShowTransactionAttachments but don't have a clue how to invoke the conversion and output the result. Allen From jrhett at netconsonance.com Mon Jul 27 14:24:51 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 27 Jul 2009 11:24:51 -0700 Subject: [rt-users] ModifyTicket required to close tickets? In-Reply-To: <6F844B41E679484D9B8210A1394E49798B94944D95@HISMX01.heavy-iron.com> References: <6F844B41E679484D9B8210A1394E49798B94944D95@HISMX01.heavy-iron.com> Message-ID: In this case I want this given to all Privileged users. (sorry, should have clarified that "user" meant Privileged user) The vast majority of our tickets remain owned by Nobody. We only assign them if only one person can accomplish it. Day to day normal support tickets remain unowned. (Given that when someone owns a ticket, nobody else can simply reassign it to themselves without a multi-step process, this is how we work) Obviously I can change that, but forcing people to take ownership of a ticket (multiple steps) just to answer a customer and close the ticket is bad. Never make it harder for a support person to do their job :-( On Jul 27, 2009, at 11:13 AM, Joachim Thuau wrote: > Shouldn't this be something like: > * Remove ModifyTicket from "everyone. > * add "ModifyTicket to "Requestor" and "Owner". > > That would allow a user (the requestor, supposedly), the right to > modify the tickets he/she has created. > > Jok > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Jo Rhett >> Sent: Friday, July 24, 2009 3:42 PM >> To: RT Users >> Subject: [rt-users] ModifyTicket required to close tickets? >> >> I have repeatedly found problems where people can mistakenly affect >> large batches of tickets. The answer provided by Best Practical has >> been to remove ModifyTicket right from people. So after upgrading to >> 3.8.4 I went ahead with this. >> >> Now nobody can close tickets. Yep, that's right -- can't even mark >> them resolved. Brilliant. Obviously this is a non-op, and I had to >> give the ModifyTicket right back to everyone. >> >> BPS: what kind of patches will you accept to break ModifyTicket into >> some distinct rights groups so that normal operations: close tickets, >> reassign tickets, etc can be done by users, without giving them the >> rights to batch modify and update hundreds of tickets? >> >> -- >> Jo Rhett >> Net Consonance : consonant endings by net philanthropy, open source >> and other randomness >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From falcone at bestpractical.com Mon Jul 27 14:57:36 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 27 Jul 2009 14:57:36 -0400 Subject: [rt-users] ModifyTicket required to close tickets? In-Reply-To: References: <6F844B41E679484D9B8210A1394E49798B94944D95@HISMX01.heavy-iron.com> Message-ID: <20090727185736.GE6159@jibsheet.com> On Mon, Jul 27, 2009 at 11:24:51AM -0700, Jo Rhett wrote: > In this case I want this given to all Privileged users. (sorry, > should have clarified that "user" meant Privileged user) > > The vast majority of our tickets remain owned by Nobody. We only > assign them if only one person can accomplish it. Day to day normal > support tickets remain unowned. (Given that when someone owns a > ticket, nobody else can simply reassign it to themselves without a > multi-step process, this is how we work) If you have StealTicket you can take it from someone in one click. > > Obviously I can change that, but forcing people to take ownership of a > ticket (multiple steps) just to answer a customer and close the ticket > is bad. Never make it harder for a support person to do their job :-( If you have TakeTicket there should be links to own a ticket in one click. Taking a ticket from person A and giving it to person B is indeed a long laborious process, but grabbing a ticket to work on shouldn't be. And, to confirm, ModifyTicket is required to resolve a ticket. ModifyTicket has long been up for discussion for breaking into multiple rights, but it needs to be done right and be backwards compatible. -kevin > > On Jul 27, 2009, at 11:13 AM, Joachim Thuau wrote: > > Shouldn't this be something like: > > * Remove ModifyTicket from "everyone. > > * add "ModifyTicket to "Requestor" and "Owner". > > > > That would allow a user (the requestor, supposedly), the right to > > modify the tickets he/she has created. > > > > Jok > > > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >> bounces at lists.bestpractical.com] On Behalf Of Jo Rhett > >> Sent: Friday, July 24, 2009 3:42 PM > >> To: RT Users > >> Subject: [rt-users] ModifyTicket required to close tickets? > >> > >> I have repeatedly found problems where people can mistakenly affect > >> large batches of tickets. The answer provided by Best Practical has > >> been to remove ModifyTicket right from people. So after upgrading to > >> 3.8.4 I went ahead with this. > >> > >> Now nobody can close tickets. Yep, that's right -- can't even mark > >> them resolved. Brilliant. Obviously this is a non-op, and I had to > >> give the ModifyTicket right back to everyone. > >> > >> BPS: what kind of patches will you accept to break ModifyTicket into > >> some distinct rights groups so that normal operations: close tickets, > >> reassign tickets, etc can be done by users, without giving them the > >> rights to batch modify and update hundreds of tickets? > >> > >> -- > >> Jo Rhett > >> Net Consonance : consonant endings by net philanthropy, open source > >> and other randomness > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From falcone at bestpractical.com Mon Jul 27 14:59:30 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 27 Jul 2009 14:59:30 -0400 Subject: [rt-users] Remove AdminCc based on Custom Field Value In-Reply-To: References: <20090723142619.GC711@jibsheet.com> Message-ID: <20090727185930.GF6159@jibsheet.com> On Mon, Jul 27, 2009 at 12:04:33PM -0400, Mchugh, Sean wrote: > on thursday, july 23, 2009 10:26 am, kevin falcoe wrote: > > > so, since I can determine a successful job based on the custom field > > > NB_STATUS, which is transmitted > > > in the body of the message, I would like to delete all AdminCc > users. > > > > > > Here's what I have in my custom scrip: > > > > I suspect you're running into a problem distinguishing AdminCcs on the > > Queue level vs the Ticket level. > > > > Instead of trying to remove the AdminCcs, I'd put a User Defined > > condition on the default "On Create Notify AdminCc" that returns false > > if your CF is set, just make sure the CF gets set first and you may > > need to make some of the Scrips be TransactionBatch (see the config > > file) > > > Thanks Kevin. One question: after making 'On Create NotifyAdminCc' > user defined, > what must I drop into the Custom Action to actually keep the former > behavior ? Can I just > copy from the perl source ? The RT source that covers that is relatively complex and buried. You'll need to look at the TransactionObj's Type I'd be surprised if there wasn't some sample code for that on the wiki -kevin > > > > > > my $nbstatus = $self->TicketObj->FirstCustomFieldValue('NB_STATUS'); > > > if ($nbstatus == 0) { > > > my $admincc = $self->TicketObj->AdminCcAddresses; > > > my @watchers = split /\,/,$admincc; > > > $RT::Logger->warning("Scrip 12 found watchers: > > > $admincc"); > > > foreach my $watcher (@watchers) { > > > my ($st, $msg) = > > > $self->TicketObj->DeleteWatcher(Type=>'AdminCc',Email=>$watcher); > > > } > > > $self->TicketObj->SetStatus('resolved'); > > > > > > } > > > > > > > > > The ticket status is set correctly, but I can't seem to get any of > > the > > > 'Watcher' related code to work; > > > > > > 1.) AdminCcAddresses returns nothing > > > 2.) This custom scrip's description starts with a 00 and is set for > > > TransactionBatch, as is Scrip #4; and > > > I can see in the ticket history, that my custom scrip is > > executing > > > before the Notify Admins scrip > > > 3.) The AdminCc is set on the Queue that this custom scrip executes > > on > > > and points to a group. > > > > > > Any help would be greatly appreciated :) > > > > > > > > > > > > > > > > > > Sean McHugh > > > VP, Dir. of Global Services > > > Grey Group > > > p. 212-546-1926 > > > m. smchugh at grey.com > > > c. 917-916-8644 > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From falcone at bestpractical.com Mon Jul 27 15:03:05 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 27 Jul 2009 15:03:05 -0400 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com> <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com> <20090727173406.GD6159@jibsheet.com> Message-ID: <20090727190304.GG6159@jibsheet.com> On Mon, Jul 27, 2009 at 10:43:38AM -0700, Jo Rhett wrote: > On Jul 27, 2009, at 10:34 AM, Kevin Falcone wrote: > > On Mon, Jul 27, 2009 at 09:58:08AM -0700, Jo Rhett wrote: > >> Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch > >> to this when we installed it and I can easily see this problem. > > > > 3.8.4 was a bugrelease for 3.8.3, anything tabled after 3.8.3 was > > pushed to 3.8.6 > > It was originally reported against 3.8.2. And, as mentioned previously in this thread, I wasn't able to replicate it in the run-up to 3.8.3 and so we pushed it to "review for a future release" > >> You claimed you are having trouble replicating this bug. I'm > >> boggled, > >> because my bug description on the original report shows it clearly. > >> How can I help you replicate it? > > > > How does it show it? I quoted the transaction link and it didn't > > appear all as one line. > > > >>> http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=109609&Attachment=52649 > > > > Please let us know what piece of display off of 13230 shows the > > problem you're encountering. Preferably as a note on the ticket so > > the next time we triage we can re-check it > > This sounds perfect for clarifying the situation. However, I'm not > certain that I have a login on this system? If so, I have no clue > what it is, sorry. guest/guest or simply send mail to rt-bugs at bestpractical.com using the subject tag with the ticket id. You should have an autoreply mail from when you filed the bug that you can reply to. -kevin From falcone at bestpractical.com Mon Jul 27 15:40:03 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 27 Jul 2009 15:40:03 -0400 Subject: [rt-users] admin right to user to create template in a specific queue In-Reply-To: References: Message-ID: <20090727194003.GH6159@jibsheet.com> On Mon, Jul 27, 2009 at 01:41:49PM -0400, Asif Iqbal wrote: > Is there a way I can give a user right to create template for a > specific queue? I only see ModifyTemplate right. Configuration -> Queues -> Queue Name will have a User Rights and Group Rights link. If you set ModifyTemplate on the Queue level it should do what you want. -kevin From vadud3 at gmail.com Mon Jul 27 15:49:21 2009 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 27 Jul 2009 15:49:21 -0400 Subject: [rt-users] admin right to user to create template in a specific queue In-Reply-To: <20090727194003.GH6159@jibsheet.com> References: <20090727194003.GH6159@jibsheet.com> Message-ID: On Mon, Jul 27, 2009 at 3:40 PM, Kevin Falcone wrote: > On Mon, Jul 27, 2009 at 01:41:49PM -0400, Asif Iqbal wrote: >> Is there a way I can give a user right to create template for a >> specific queue? I only see ModifyTemplate right. > > Configuration -> Queues -> Queue Name will have a User Rights and > Group Rights link. ?If you set ModifyTemplate on the Queue level it > should do what you want. it does not let you create a template. my co-worker found out ShowConfig right needs to be given as well along with ModifyTemplate Thanks > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? From raymond at pilotsupplies.com Mon Jul 27 16:18:51 2009 From: raymond at pilotsupplies.com (raymond at pilotsupplies.com) Date: Mon, 27 Jul 2009 13:18:51 -0700 (PDT) Subject: [rt-users] RT 3.8.4 Apache2 Segmentation Fault In-Reply-To: References: Message-ID: Hi, ubuntu 9.04 Xeon Processor 4GB memory LDAP AD authentication windows 2003 upgrade from 3.2.2 to 3.8.4 everthing appears to be ok. server is running RT3 and nothing else. Problem: When there is a period of inactivity, particular for a few hours, and when a user logs back in, the apache error logs indicates "Mon Jul 27 10:48:21 2009] [notice] child pid 2894 exit signal Segmentation fault (11" the webpage became white and multiple refresh of the page bring rt website back to the logon page. When a user logs back in and apply the "Refresh this page every X minutes, than there is no segmentation fault on the apache log and all appears to be well. There is no indication what the problem is on the logs /var/log/messages, /var/log/syslog, /var/log/rt.log /opt/rt3/var/log/apache2.error before or after "segemntation fault" for me to properly diagnoise this. I have played with the numbers on the apache2 and mysql links below and still can't resolve this. http://wiki.bestpractical.com/view/PerformanceTuning http://wiki.bestpractical.com/view/FAQ below are my httpd.conf file and RT system configuration (santized) - hope someone can shed some light on this. Appreciate your assistance! Timeout 300 KeepAlive On MaxKeepAliveRequests 100 KeepAliveTimeout 15 MinSpareServers 5 MaxSpareServers 10 StartServers 5 MaxClients 150 MaxRequestsPerChild 100 DocumentRoot /opt/rt3/share/html ServerName ticket.helpdesk.abc.com ServerAlias ticket.* AddDefaultCharset UTF-8 ServerAdmin helpme at abc.com #optional apache logs for RT ErrorLog /opt/rt3/var/log/apache2.error TransferLog /opt/rt3/var/log/apache2.access Alias /rt/ /opt/rt3/share/html/ Order allow,deny Allow from all #PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl PerlSetVar MasonStaticSource true PerlSetVar MasonBufferPreallocateSize 1073741824 #PerlSetVar MasonBufferPreallocateSize 4096000 PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth => 4" PerlSetVar MasonPreloads '/Elements/*' PerlSetVar MasonCompRoot /opt/rt3 SetHandler default #AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason #PerlResponseHandler RT::Mason #####RT system configuration System Configuration * System Configuration * ?? Shredder Loaded perl modules Perl v5.10.0 under linux Apache2::Const v2.000004; Apache2::Log v2.000004; Apache2::RequestIO v2.000004; Apache2::RequestRec v2.000004; Apache2::RequestUtil v2.000004; Apache2::Response v2.000004; Apache2::ServerUtil v2.000004; Apache2::Status v4.00; Apache::Session v1.88; Apache::Session::Generate::MD5 v2.12; Apache::Session::Lock::MySQL v1.01; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.01; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; APR v0.009000; APR::Pool v0.009000; APR::Table v0.009000; AutoLoader v5.63; base v2.13; bytes v1.03; Cache::Simple::TimedExpiry v0.27; Carp v1.08; CGI v3.43; CGI::Cookie v1.29; CGI::Util v1.5_01; Class::Accessor v0.31; Class::Accessor::Fast v0.31; Class::Container v0.12; Class::Data::Inheritable v0.08; Class::Inspector v1.24; Class::ISA v0.33; Class::ReturnValue v0.55; Clone v0.31; constant v1.13; Convert::ASN1 v0.22; CSS::Squish v0.08; Cwd v3.2501; Data::Dumper v2.121_14; Date::Format v2.22; Date::Parse v2.27; DateTime v0.50; DateTime::Locale v0.43; DateTime::TimeZone v0.91; DateTime::TimeZone::Floating v0.01; DateTime::TimeZone::Local v0.01; DateTime::TimeZone::OffsetOnly v0.02; DateTime::TimeZone::UTC v0.01; DBD::mysql v4.008; DBI v1.607; DBIx::SearchBuilder v1.55; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.21; Devel::StackTraceFrame v1.21; Digest::base v1.00; Digest::MD5 v2.39; DynaLoader v1.08; Email::Address v1.889; Encode v2.23; Encode::Alias v2.07; Encode::Config v2.04; Encode::Encoding v2.05; Errno v1.1; Exception::Class v1.29; Exception::Class::Base v1.20; Exporter v5.62; Exporter::Heavy v5.62; Fcntl v1.06; File::Basename v2.76; File::Glob v1.06; File::Path v2.04; File::ShareDir v1.00; File::Spec v3.2501; File::Spec::Unix v3.2501; File::Temp v0.18; FileHandle v2.01; GD v2.44; GD::Image v2.38; GraphViz v2.04; HTML::Element v3.23; HTML::Entities v3.60; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.42; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.61; HTML::Scrubber v0.08; HTML::Tagset v3.20; HTML::TreeBuilder v3.23; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.23_01; IO::File v1.14; IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::Select v1.17; IO::Socket v1.30_01; IO::Socket::INET v1.31; IO::Socket::UNIX v1.23; IO::WrapTie v2.110; IPC::Open2 v1.02; IPC::Open3 v1.02; IPC::Run v0.84; IPC::Run::Debug v0.84; IPC::Run::IO v0.84; IPC::Run::Timer v0.84; List::MoreUtils v0.22; List::Util v1.19; Locale::Maketext v1.12; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.77; Locale::Maketext::Lexicon::Gettext v0.17; Log::Dispatch v2.22; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v2.04; Mail::Field v2.04; Mail::Field::AddrList v2.04; Mail::Field::Date v2.04; Mail::Field::Generic v2.04; Mail::Header v2.04; Mail::Internet v2.04; Mail::Mailer v2.04; Mail::Util v2.04; MIME::Base64 v3.08; MIME::Body v5.427; MIME::Decoder v5.427; MIME::Entity v5.427; MIME::Field::ContDisp v5.427; MIME::Field::ConTraEnc v5.427; MIME::Field::ContType v5.427; MIME::Field::ParamVal v5.427; MIME::Head v5.427; MIME::Parser v5.427; MIME::QuotedPrint v3.08; MIME::Tools v5.427; MIME::Words v5.427; mod_perl v2.000004; mod_perl2 v2.000004; ModPerl::Const v2.000004; Module::Versions::Report v1.06; Net::LDAP v0.39; Net::LDAP::ASN v0.08; Net::LDAP::Bind v1.03; Net::LDAP::Constant v0.07; Net::LDAP::Entry v0.24; Net::LDAP::Filter v0.15; Net::LDAP::Intermediate v0.02; Net::LDAP::Message v1.11; Net::LDAP::Search v0.13; Net::LDAP::Util v0.11; overload v1.06; Params::Util v1.00; Params::Validate v0.91; PerlIO v1.04; PerlIO::scalar v0.05; POSIX v1.13; re v0.08; Regexp::Common v2.122; Regexp::Common::delimited v2.106; Regexp::Common::URI v2.110; Regexp::Common::URI::fax v2.102; Regexp::Common::URI::file v2.102; Regexp::Common::URI::ftp v2.103; Regexp::Common::URI::gopher v2.102; Regexp::Common::URI::http v2.103; Regexp::Common::URI::news v2.102; Regexp::Common::URI::pop v2.102; Regexp::Common::URI::prospero v2.102; Regexp::Common::URI::RFC1035 v2.102; Regexp::Common::URI::RFC1738 v2.106; Regexp::Common::URI::RFC1808 v2.102; Regexp::Common::URI::RFC2384 v2.104; Regexp::Common::URI::RFC2396 v2.102; Regexp::Common::URI::RFC2806 v2.102; Regexp::Common::URI::tel v2.102; Regexp::Common::URI::telnet v2.102; Regexp::Common::URI::tv v2.102; Regexp::Common::URI::wais v2.102; RT v3.8.4; RT::Authen::ExternalAuth v0.08; RT::Interface::Email v2; RT::Interface::Web::Request v0.30; Scalar::Util v1.19; SelectSaver v1.01; Socket v1.80; Storable v2.18; strict v1.04; Symbol v1.06; Sys::Syslog v0.22; Text::Autoformat v1.666.0; Text::Quoted v2.05; Text::Reform v1.11; Text::Tabs v2007.1117; Text::Template v1.45; Text::Wrapper v1.02; Tie::Hash v1.02; Time::HiRes v1.9711; Time::JulianDay v2003.1125; Time::Local v1.18; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; Tree::Simple v1.18; UNIVERSAL v1.04; UNIVERSAL::require v0.13; URI v1.38; URI::Escape v3.29; URI::file v4.20; utf8 v1.07; vars v1.01; version v0.74; warnings v1.06; warnings::register v1.01; XSLoader v0.08; RT Config ActiveStatus new, open, stalled core config Active_MakeClicky core config AmbiguousDayInFuture 0 core config AmbiguousDayInPast 0 core config ApprovalRejectionNotes 1 core config AutoCreateNonExternalUsers 1 site config AutoLogoff 0 core config CanonicalizeOnCreate 0 core config CanonicalizeRedirectURLs 0 core config CommentAddress ticket-comment at abc.com site config CorrespondAddress ticket at abc.com site config CustomFieldValuesSources core config DashboardAddress core config DashboardSubject %s Dashboard: %s core config DatabaseHost localhost core config DatabaseName rt3 site config DatabasePassword Password not printed site config DatabasePort core config DatabaseRTHost localhost core config DatabaseType mysql site config DatabaseUser root site config DateDayBeforeMonth 1 core config DateTimeFormat DefaultFormat core config DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' core config DefaultSummaryRows 10 core config DefaultTimeUnitsToHours 0 core config DevelMode 0 core config EmailFrequency Individual messages core config EmailInputEncodings utf-8, iso-8859-1, us-ascii core config EmailOutputEncoding utf-8 core config EnableReminders 1 core config ExternalAuthPriority My_LDAP site config ExternalInfoPriority My_LDAP site config ExternalServiceUsesSSLorTLS 0 site config ExternalSettings My_LDAP, HASH(0xba2da2f0) site config ExtractSubjectTagMatch Regexp core config ExtractSubjectTagNoMatch Regexp core config ForwardFromUser 0 core config FriendlyFromLineFormat "%s via RT" <%s> core config FriendlyToLineFormat "%s of ticket.helpdesk.abc.com Ticket #%s":; core config GnuPG Enable, 0 site config GnuPGOptions homedir, /opt/rt3/var/data/gpg core config HomePageRefreshInterval 120 site config HomepageComponents QuickCreate, Quicksearch, MyAdminQueues, MySupportQueues, MyReminders, RefreshHomepage, Dashboards core config InactiveStatus resolved, rejected, deleted core config LexiconLanguages * core config LinkTransactionsRun1Scrip 0 core config LogDir /var/log site config LogStackTraces core config LogToFile debug site config LogToFileNamed rt.log site config LogToScreen error site config LogToSyslog debug site config LogToSyslogConf core config LogoURL /rt/NoAuth/images/bplogo.gif site config LoopsToRTOwner 1 core config MailCommand sendmailpipe core config MailParams core config MasonParameters core config MaxAttachmentSize 10000000 core config MaxInlineBody 12000 core config MessageBoxHeight 15 core config MessageBoxIncludeSignature 1 core config MessageBoxRichText 1 core config MessageBoxRichTextHeight 200 core config MessageBoxWidth 72 core config MessageBoxWrap HARD core config MinimumPasswordLength 5 core config NetServerOptions core config NotifyActor 0 core config OldestTransactionsFirst 1 core config Organization abc.com site config OwnerEmail root core config PlainTextPre 0 core config Plugins RT::Authen::ExternalAuth site config PreviewScripMessages 0 core config RTAddressRegexp ^rt\@example.com$ core config RecordOutgoingEmail 1 core config RedistributeAutoGeneratedMessages privileged core config SMTPDebug 0 core config SearchResultsRefreshInterval 120 site config SelfServiceRegex Regexp core config SendmailArguments -oi -t core config SendmailBounceArguments -f "<>" core config SendmailPath /usr/sbin/sendmail core config ShowBccHeader 0 core config ShowTransactionImages 1 core config ShowUnreadMessageNotifications 1 core config StandaloneMaxServers 1 core config StandaloneMaxSpareServers 0 core config StandaloneMinServers 1 core config StandaloneMinSpareServers 0 core config StrictLinkACL 1 core config Timezone US/PST site config UseFriendlyFromLine 1 core config UseFriendlyToLine 0 core config UseTransactionBatch 1 core config UsernameFormat EmailAddress site config WebBaseURL http://ticket.helpdesk.abc.com site config WebDefaultStylesheet web2 core config WebDomain localhost core config WebFlushDbCacheEveryRequest 1 core config WebImagesURL /rt/NoAuth/images/ site config WebNoAuthRegex Regexp core config WebPath /rt site config WebPort 80 core config WebSecureCookies 0 core config WebURL http://ticket.helpdesk.abc.com/rt/ core config WikiImplicitLinks 0 core config rtname ticket.helpdesk.abc.com site config RT Variables RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::EtcPath /opt/rt3/etc RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalLibPath /opt/rt3/local/lib RT::LocalPath /opt/rt3/local RT::LocalPluginPath /opt/rt3/local/plugins RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::SbinPath /opt/rt3/sbin RT::VERSION 3.8.4 RT::VarPath /opt/rt3/var RT Size Tickets 18493 Queues 16 Transactions 240100 Groups 74890 Privileged Users 24 Unprivileged Users 813 Perl configuration Summary of my perl5 (revision 5 version 10 subversion 0) configuration: Platform: osname=linux, osvers=2.6.24-23-server, archname=i486-linux-gnu-thread-multi uname='linux rothera 2.6.24-23-server #1 smp wed apr 1 22:22:14 utc 2009 i686 gnulinux ' config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr -Dprivlib=/usr/share/perl/5.10 -Darchlib=/usr/lib/perl/5.10 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.10.0 -Dsitearch=/usr/local/lib/perl/5.10.0 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Ud_ualarm -Uusesfio -Uusenm -DDEBUGGING=-g -Doptimize=-O2 -Duseshrplib -Dlibperl=libperl.so.5.10.0 -Dd_dosuid -des' hint=recommended, useposix=true, d_sigaction=define useithreads=define, usemultiplicity=define useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef use64bitint=undef, use64bitall=undef, uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2 -g', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include' ccversion='', gccversion='4.3.3', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib /usr/lib64 libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt perllibs=-ldl -lm -lpthread -lc -lcrypt libc=/lib/libc-2.9.so, so=so, useshrplib=true, libperl=libperl.so.5.10.0 gnulibc_version='2.9' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -L/usr/local/lib' Perl Include Paths (@INC) /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2 Time to display: 0.657868 -- Regards, Raymond From gevans at hcc.net Mon Jul 27 15:31:24 2009 From: gevans at hcc.net (Greg Evans) Date: Mon, 27 Jul 2009 12:31:24 -0700 Subject: [rt-users] Broke RT somehow...Help please Message-ID: <788B167A-485C-4787-9296-7B48FB7DA62D@hcc.net> Good afternoon. I updated some things in CentOS and now my RT is broken. I am not sure where to continue looking at this point. I have checked the error logs, access logs, etc. but I see nothing out of the ordinary. I am assuming that it is maybe something with Mason that I broke??? When I try to access the login page the browser (Safari 4) just downloads a blank file to my computer. I am lost, any help appreciated... Greg Evans -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Jul 27 16:38:34 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Jul 2009 16:38:34 -0400 Subject: [rt-users] Broke RT somehow...Help please In-Reply-To: <788B167A-485C-4787-9296-7B48FB7DA62D@hcc.net> References: <788B167A-485C-4787-9296-7B48FB7DA62D@hcc.net> Message-ID: <20090727203834.GA88188@173-125-80-232.pools.spcsdns.net> http://www.gossamer-threads.com/lists/rt/users/41009?search_string=weaken On Mon 27.Jul'09 at 12:31:24 -0700, Greg Evans wrote: > Good afternoon. > > I updated some things in CentOS and now my RT is broken. I am not sure where to > continue looking at this point. I have checked the error logs, access logs, > etc. but I see nothing out of the ordinary. I am assuming that it is maybe > something with Mason that I broke??? > > When I try to access the login page the browser (Safari 4) just downloads a > blank file to my computer. I am lost, any help appreciated... > > Greg Evans > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From gevans at hcc.net Mon Jul 27 16:41:19 2009 From: gevans at hcc.net (Greg Evans) Date: Mon, 27 Jul 2009 13:41:19 -0700 Subject: [rt-users] Broke RT somehow...Help please In-Reply-To: <20090727203834.GA88188@173-125-80-232.pools.spcsdns.net> References: <788B167A-485C-4787-9296-7B48FB7DA62D@hcc.net> <20090727203834.GA88188@173-125-80-232.pools.spcsdns.net> Message-ID: <5D0C1BC8-07BE-4C25-82F9-09290A5FEAA2@hcc.net> Jesse, You are a lifesaver :) Greg Evans On Jul 27, 2009, at 1:38 PM, Jesse Vincent wrote: > http://www.gossamer-threads.com/lists/rt/users/41009?search_string=weaken > > > > > On Mon 27.Jul'09 at 12:31:24 -0700, Greg Evans wrote: >> Good afternoon. >> >> I updated some things in CentOS and now my RT is broken. I am not >> sure where to >> continue looking at this point. I have checked the error logs, >> access logs, >> etc. but I see nothing out of the ordinary. I am assuming that it >> is maybe >> something with Mason that I broke??? >> >> When I try to access the login page the browser (Safari 4) just >> downloads a >> blank file to my computer. I am lost, any help appreciated... >> >> Greg Evans >> >> >> >> > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 ravi-lists at g8o.net Mon Jul 27 16:47:05 2009 From: ravi-lists at g8o.net (ravi) Date: Mon, 27 Jul 2009 16:47:05 -0400 Subject: [rt-users] Broke RT somehow...Help please In-Reply-To: <788B167A-485C-4787-9296-7B48FB7DA62D@hcc.net> References: <788B167A-485C-4787-9296-7B48FB7DA62D@hcc.net> Message-ID: <9C30DAF0-2A1C-4F0F-B049-7C417B647E98@g8o.net> On Jul 27, 2009, at 3:31 PM, Greg Evans wrote: > > I updated some things in CentOS and now my RT is broken. I am not > sure where to continue looking at this point. I have checked the > error logs, access logs, etc. but I see nothing out of the ordinary. > I am assuming that it is maybe something with Mason that I broke??? > > When I try to access the login page the browser (Safari 4) just > downloads a blank file to my computer. I am lost, any help > appreciated... > Greg, I just went through a fairly torturous procedure getting RT running after an unintended MySQL upgrade. It would be interesting to know what it is you upgraded in CentOS? Was it MySQL 5? Then you may need to upgrade RT as well. OTOH, if you upgraded mod_perl or Apache, your HTML::Mason might indeed be the issue. It looks from your last part above that somehow the config for your Apache is not working to invoke the FCGI or mod_perl handler for your RT installation. Are you sure this is a blank file? Can you use wget (assuming you are on *nix including Mac OS X) and get the full headers? --ravi From jrhett at netconsonance.com Mon Jul 27 16:55:57 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 27 Jul 2009 13:55:57 -0700 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: <20090727190304.GG6159@jibsheet.com> References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com> <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com> <20090727173406.GD6159@jibsheet.com> <20090727190304.GG6159@jibsheet.com> Message-ID: On Jul 27, 2009, at 12:03 PM, Kevin Falcone wrote > How does it show it? I quoted the transaction link and it didn't > appear all as one line. > > http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=109609&Attachment=52649 > > Please let us know what piece of display off of 13230 shows the > problem you're encountering. Preferably as a note on the ticket so > the next time we triage we can re-check it So go to here: http://rt3.fsck.com/Ticket/Display.html?id=13230 Click "Show" next to one of the notifications that e-mail was sent and look at my long paragraph at the top of the ticket. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From chris.p.canipe at rrd.com Mon Jul 27 16:58:26 2009 From: chris.p.canipe at rrd.com (chris.p.canipe at rrd.com) Date: Mon, 27 Jul 2009 15:58:26 -0500 Subject: [rt-users] Using/Sorting Categories of CustomFields Message-ID: Greetings. I sent this e-mail before subscribing to the list and I don't think it got through. Additionally, I fogot to include my technical specs. I'm new to RT and struggling to find detailed documentation about the "Category" field for a "Select one value" CustomField. The FAQ states that it allows one to do a two level select, but I've found three issues with this: In IE: Choosing a category in the first select does not affect (filter) the second. I found this reported here: http://rt3.fsck.com/Ticket/Display.html?id=13235. In Firefox: Choosing a category, selecting a value from that category, then changing the category does not reset (clear) the selected value. Shouldn't this be the normal behavior? Has any one changed this? I need to sort a custom field by its category and then its name. The problem I'm encountering is that the category names are repeated if they are not successive. I can fix this by specifying the sort value for each, but it would be better to change the SQL sort. Does anyone have a recommendation for changing this? I've been trying to track it down. I'm running RT 3.8.4 on Solaris 10 with Apache 2.2.11, mod_perl 2.0.4, ,MySQL 5.1.36, and Perl 5.10.0. Thank you for your assistance. Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Mon Jul 27 17:01:22 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 27 Jul 2009 14:01:22 -0700 Subject: [rt-users] ModifyTicket required to close tickets? In-Reply-To: <20090727185736.GE6159@jibsheet.com> References: <6F844B41E679484D9B8210A1394E49798B94944D95@HISMX01.heavy-iron.com> <20090727185736.GE6159@jibsheet.com> Message-ID: On Jul 27, 2009, at 11:57 AM, Kevin Falcone wrote: >> Obviously I can change that, but forcing people to take ownership >> of a >> ticket (multiple steps) just to answer a customer and close the >> ticket >> is bad. Never make it harder for a support person to do their >> job :-( > > If you have TakeTicket there should be links to own a ticket in one > click. > Taking a ticket from person A and giving it to person B is indeed a > long laborious process, but grabbing a ticket to work on shouldn't be. The problem is that anywhere from 2 to 22 people can work on a ticket throughout it's lifetime, and it's not a "think about who owns it kind of thing". It's just "in the queue, answer it next" methodology for most tickets. So a person will click to open a ticket, then click to reply... then realize they need to take ownership to resolve it and have to back out, steal the ticket and then reply. > And, to confirm, ModifyTicket is required to resolve a ticket. > ModifyTicket has long been up for discussion for breaking into > multiple rights, but it needs to be done right and be backwards > compatible. Because this topic matters to me a lot, if you'd be willing to toss out requirements for the patch I might be able to take it on next week, after I do the long-delayed mail headers rewrite. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From gevans at hcc.net Mon Jul 27 17:02:12 2009 From: gevans at hcc.net (Greg Evans) Date: Mon, 27 Jul 2009 14:02:12 -0700 Subject: [rt-users] Broke RT somehow...Help please In-Reply-To: <9C30DAF0-2A1C-4F0F-B049-7C417B647E98@g8o.net> References: <788B167A-485C-4787-9296-7B48FB7DA62D@hcc.net> <9C30DAF0-2A1C-4F0F-B049-7C417B647E98@g8o.net> Message-ID: <0E8DF273-4571-4EC4-8D60-56245FB3BED4@hcc.net> Ravi, I had to reinstall Scalar::Util as per Jesse's suggestion. I shold have been documenting what I did, but heh, I didn't think it was a big deal, but I had been trying to upgrade Net::SSH and Net::SSH::Expect IIRC. Then after it was broken I went all crazy and started going through the list and upgrading/updating everything I could find that might be related. Heh. Next time (Hopefully there will not be one) I will try to have more patience and actually do some documenting. Greg Evans On Jul 27, 2009, at 1:47 PM, ravi wrote: > On Jul 27, 2009, at 3:31 PM, Greg Evans wrote: >> >> I updated some things in CentOS and now my RT is broken. I am not >> sure where to continue looking at this point. I have checked the >> error logs, access logs, etc. but I see nothing out of the ordinary. >> I am assuming that it is maybe something with Mason that I broke??? >> >> When I try to access the login page the browser (Safari 4) just >> downloads a blank file to my computer. I am lost, any help >> appreciated... >> > > Greg, > > I just went through a fairly torturous procedure getting RT running > after an unintended MySQL upgrade. It would be interesting to know > what it is you upgraded in CentOS? Was it MySQL 5? Then you may need > to upgrade RT as well. OTOH, if you upgraded mod_perl or Apache, your > HTML::Mason might indeed be the issue. It looks from your last part > above that somehow the config for your Apache is not working to invoke > the FCGI or mod_perl handler for your RT installation. Are you sure > this is a blank file? Can you use wget (assuming you are on *nix > including Mac OS X) and get the full headers? > > --ravi > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Mon Jul 27 17:14:45 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 27 Jul 2009 17:14:45 -0400 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com> <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com> <20090727173406.GD6159@jibsheet.com> <20090727190304.GG6159@jibsheet.com> Message-ID: <20090727211445.GI6159@jibsheet.com> On Mon, Jul 27, 2009 at 01:55:57PM -0700, Jo Rhett wrote: > On Jul 27, 2009, at 12:03 PM, Kevin Falcone wrote > > How does it show it? I quoted the transaction link and it didn't > > appear all as one line. > > > > http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=109609&Attachment=52649 > > > > Please let us know what piece of display off of 13230 shows the > > problem you're encountering. Preferably as a note on the ticket so > > the next time we triage we can re-check it > > So go to here: > http://rt3.fsck.com/Ticket/Display.html?id=13230 > > Click "Show" next to one of the notifications that e-mail was sent and > look at my long paragraph at the top of the ticket. Wraps fine here, looking at: http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=115543&Attachment=55537 What URL are you viewing that looks long and run-on? -kevin From jrhett at netconsonance.com Mon Jul 27 17:23:18 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 27 Jul 2009 14:23:18 -0700 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: <20090727211445.GI6159@jibsheet.com> References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com> <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com> <20090727173406.GD6159@jibsheet.com> <20090727190304.GG6159@jibsheet.com> <20090727211445.GI6159@jibsheet.com> Message-ID: All I see is the word "download" when I go to that link. In our instance that paragraph would be a single long line. On Jul 27, 2009, at 2:14 PM, Kevin Falcone wrote: > Wraps fine here, looking at: > http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=115543&Attachment=55537 > > What URL are you viewing that looks long and run-on? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From falcone at bestpractical.com Mon Jul 27 20:17:58 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 27 Jul 2009 20:17:58 -0400 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: References: <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com> <20090727173406.GD6159@jibsheet.com> <20090727190304.GG6159@jibsheet.com> <20090727211445.GI6159@jibsheet.com> Message-ID: <20090728001758.GJ6159@jibsheet.com> On Mon, Jul 27, 2009 at 02:23:18PM -0700, Jo Rhett wrote: > All I see is the word "download" when I go to that link. > In our instance that paragraph would be a single long line. It is definitely not a single line here. Unfortunately, I need a replication recipe so I can see what your patch is attempting to fix. -kevin > On Jul 27, 2009, at 2:14 PM, Kevin Falcone wrote: > > Wraps fine here, looking at: > > http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=115543&Attachment=55537 > > > > What URL are you viewing that looks long and run-on? From falcone at bestpractical.com Mon Jul 27 20:24:41 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 27 Jul 2009 20:24:41 -0400 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: <20090728001758.GJ6159@jibsheet.com> References: <20090727173406.GD6159@jibsheet.com> <20090727190304.GG6159@jibsheet.com> <20090727211445.GI6159@jibsheet.com> <20090728001758.GJ6159@jibsheet.com> Message-ID: <20090728002441.GK6159@jibsheet.com> On Mon, Jul 27, 2009 at 08:17:58PM -0400, Kevin Falcone wrote: > On Mon, Jul 27, 2009 at 02:23:18PM -0700, Jo Rhett wrote: > > All I see is the word "download" when I go to that link. > > In our instance that paragraph would be a single long line. > > It is definitely not a single line here. > > Unfortunately, I need a replication recipe so I can see what your > patch is attempting to fix. You should try viewing the URL below again -kevin > > > On Jul 27, 2009, at 2:14 PM, Kevin Falcone wrote: > > > Wraps fine here, looking at: > > > http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230&Transaction=115543&Attachment=55537 > > > > > > What URL are you viewing that looks long and run-on? From jrhett at netconsonance.com Mon Jul 27 21:29:32 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 27 Jul 2009 18:29:32 -0700 Subject: [rt-users] message display bug reappears in 3.8.4 In-Reply-To: <20090728002441.GK6159@jibsheet.com> References: <20090727173406.GD6159@jibsheet.com> <20090727190304.GG6159@jibsheet.com> <20090727211445.GI6159@jibsheet.com> <20090728001758.GJ6159@jibsheet.com> <20090728002441.GK6159@jibsheet.com> Message-ID: On Jul 27, 2009, at 5:24 PM, Kevin Falcone wrote: > On Mon, Jul 27, 2009 at 08:17:58PM -0400, Kevin Falcone wrote: >> On Mon, Jul 27, 2009 at 02:23:18PM -0700, Jo Rhett wrote: >>> All I see is the word "download" when I go to that link. >>> In our instance that paragraph would be a single long line. >> >> It is definitely not a single line here. >> >> Unfortunately, I need a replication recipe so I can see what your >> patch is attempting to fix. Okay, I think I might have it. # Default wrapping: "HARD" (choices "SOFT", "HARD") Set( $MessageBoxWrap, 'SOFT' ); If you are set for default HARD, then it is being wrapped by RT for you -- which is seems to be what I view. What we want is appropriate wrapping relative to the window size. If you set this to SOFT and re- add that paragraph without linefeeds, you'll see the problem. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From kay.wanous at gmail.com Mon Jul 27 22:33:39 2009 From: kay.wanous at gmail.com (Kay Wanous) Date: Mon, 27 Jul 2009 22:33:39 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <4A6E60C4.4030404@gmail.com> References: <4A6E60C4.4030404@gmail.com> Message-ID: <4A6E6383.10108@gmail.com> I should have done more looking at my logs and less Google-ing... I had this in my Apache log: [Mon Jul 27 22:27:45 2009] [error] Can't locate RTx/Tags.pm in @INC (@INC contains: /usr/local/rt3/bin/../local/lib /usr/local/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /usr/local/rt3/bin/../lib/RT.pm line 624.\nCompilation failed in require at (eval 2) line 1.\n -- Kay Kay Wanous wrote: > Hi all, > > I'm thrilled with the idea of the RT-Tags plugin but I'm doing something > wrong with getting it to work with our setup. Any help would be much > appreciated! > > I've extracted it and added the following lines to the RT_SiteConfig.pm: > > Set(@Plugins,(qw(RTx::Tags))); > Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues > MySupportQueues MyReminders RefreshHomepage Dashboards TagCloud)]); > > But the TagCloud still doesn't show up as something users can add in RT > at a glance or in the Simple Search. > > Any ideas? > > Thanks, > Kay > > From kay.wanous at gmail.com Mon Jul 27 22:21:56 2009 From: kay.wanous at gmail.com (Kay Wanous) Date: Mon, 27 Jul 2009 22:21:56 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 Message-ID: <4A6E60C4.4030404@gmail.com> Hi all, I'm thrilled with the idea of the RT-Tags plugin but I'm doing something wrong with getting it to work with our setup. Any help would be much appreciated! I've extracted it and added the following lines to the RT_SiteConfig.pm: Set(@Plugins,(qw(RTx::Tags))); Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards TagCloud)]); But the TagCloud still doesn't show up as something users can add in RT at a glance or in the Simple Search. Any ideas? Thanks, Kay From ruslan.zakirov at gmail.com Tue Jul 28 06:05:59 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 28 Jul 2009 14:05:59 +0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <4A6E6383.10108@gmail.com> References: <4A6E60C4.4030404@gmail.com> <4A6E6383.10108@gmail.com> Message-ID: <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> And where is RTx/Tags.pm located on your file system? On Tue, Jul 28, 2009 at 6:33 AM, Kay Wanous wrote: > I should have done more looking at my logs and less Google-ing... I had > this in my Apache log: > > [Mon Jul 27 22:27:45 2009] [error] Can't locate RTx/Tags.pm in @INC > (@INC contains: /usr/local/rt3/bin/../local/lib > /usr/local/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 > /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . > /etc/apache2) at /usr/local/rt3/bin/../lib/RT.pm line 624.\nCompilation > failed in require at (eval 2) line 1.\n > > ? -- Kay > > Kay Wanous wrote: >> Hi all, >> >> I'm thrilled with the idea of the RT-Tags plugin but I'm doing something >> wrong with getting it to work with our setup. ?Any help would be much >> appreciated! >> >> I've extracted it and added the following lines to the RT_SiteConfig.pm: >> >> Set(@Plugins,(qw(RTx::Tags))); >> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues >> MySupportQueues MyReminders RefreshHomepage Dashboards TagCloud)]); >> >> But the TagCloud still doesn't show up as something users can add in RT >> at a glance or in the Simple Search. >> >> Any ideas? >> >> Thanks, >> Kay >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 sme at i-tracing.com Tue Jul 28 08:57:02 2009 From: sme at i-tracing.com (=?iso-8859-1?Q?S=E9bastien_Mesnard?=) Date: Tue, 28 Jul 2009 14:57:02 +0200 Subject: [rt-users] capture RT login in apache log access Message-ID: <002401ca0f82$e7054d90$b50fe8b0$@com> Hello everyone, How can I do to have the RT user login captured in apache access logs for RT ? I have already try to customize apache log format in order to do this but I had never succeed Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmp.dmd1229 at gmail.com Tue Jul 28 10:02:34 2009 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Tue, 28 Jul 2009 10:02:34 -0400 Subject: [rt-users] Auto-open Resolved Ticket Message-ID: <61d255bb0907280702v9e6ad68yb188ffc2c8ac989d@mail.gmail.com> Thank you for the advise Toby. Though I really do not have an idea on how to fire "On Status Change" I plan to use it on a cron job in Perl as suggested earlier. If there's a way to run the "On Status Change" scrip on cron job, that will be good. If not, I need to check other methods. #!/usr/bin/perl my $cmd = '/usr/bin/rt list '; my $qry = $cmd . qq/\"priority = '199' AND due <= 'today'\"/; my @res = `$qry`; for (@res) { chomp; my $tic_sub = `/bin/echo $_ | /bin/cut -f2 -d":"`; my $tic_num = `/bin/echo $_ | /bin/cut -f1 -d":"`; system ("/usr/bin/rt edit 'ticket/$tic_num' set status=open"); # put here how to fire up on Status Change Scrip } Date: Mon, 27 Jul 2009 17:30:50 +0100 From: Toby Darling Subject: Re: [rt-users] Auto-open Resolved Ticket To: "rt-users at lists.bestpractical.com" Message-ID: Content-Type: text/plain; charset="us-ascii" Hi Roehl > Please confirm, if I understand your method correctly. > > 1. Instead of resolving the ticket, after getting my tasks done, put in > on stalled and set 'Due date' to next month. Correct. > 2. the cron job will re-open this ticket after a month. More accurately, it will reopen those tickets with due dates on, or before, 'today'. > If the ticket is re-open, will it send out notification? Not by default, I don't think, but you can create a scrip to fire On Status Change. Cheers Toby -------------- next part -------------- An HTML attachment was scrubbed... URL: From darling at ccdc.cam.ac.uk Tue Jul 28 10:15:28 2009 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Tue, 28 Jul 2009 15:15:28 +0100 Subject: [rt-users] Auto-open Resolved Ticket In-Reply-To: <61d255bb0907280702v9e6ad68yb188ffc2c8ac989d@mail.gmail.com> References: <61d255bb0907280702v9e6ad68yb188ffc2c8ac989d@mail.gmail.com> Message-ID: > Though I really do not have an idea on how to fire "On Status Change" >From the RT Admin page Configuration -> Global -> Scrips -> New Scrip and set the Condition to On Status Change, then pick the Action that'll notify those who need to know, and a suitable template. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From kay.wanous at gmail.com Tue Jul 28 10:58:57 2009 From: kay.wanous at gmail.com (Kay Wanous) Date: Tue, 28 Jul 2009 10:58:57 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> References: <4A6E60C4.4030404@gmail.com> <4A6E6383.10108@gmail.com> <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> Message-ID: <4A6F1231.3020002@gmail.com> I extracted the tarball to /usr/local/rt3/local/plugins/, but the actual directory for the file is /usr/local/rt3/local/plugins/RTx-Tags-0.14/lib/RTx/ Thanks, Kay Ruslan Zakirov wrote: > And where is RTx/Tags.pm located on your file system? > > On Tue, Jul 28, 2009 at 6:33 AM, Kay Wanous wrote: >> I should have done more looking at my logs and less Google-ing... I had >> this in my Apache log: >> >> [Mon Jul 27 22:27:45 2009] [error] Can't locate RTx/Tags.pm in @INC >> (@INC contains: /usr/local/rt3/bin/../local/lib >> /usr/local/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 >> /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 >> /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . >> /etc/apache2) at /usr/local/rt3/bin/../lib/RT.pm line 624.\nCompilation >> failed in require at (eval 2) line 1.\n >> >> -- Kay >> >> Kay Wanous wrote: >>> Hi all, >>> >>> I'm thrilled with the idea of the RT-Tags plugin but I'm doing something >>> wrong with getting it to work with our setup. Any help would be much >>> appreciated! >>> >>> I've extracted it and added the following lines to the RT_SiteConfig.pm: >>> >>> Set(@Plugins,(qw(RTx::Tags))); >>> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues >>> MySupportQueues MyReminders RefreshHomepage Dashboards TagCloud)]); >>> >>> But the TagCloud still doesn't show up as something users can add in RT >>> at a glance or in the Simple Search. >>> >>> Any ideas? >>> >>> Thanks, >>> Kay >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > From ruslan.zakirov at gmail.com Tue Jul 28 11:02:49 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 28 Jul 2009 19:02:49 +0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <4A6F1231.3020002@gmail.com> References: <4A6E60C4.4030404@gmail.com> <4A6E6383.10108@gmail.com> <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> <4A6F1231.3020002@gmail.com> Message-ID: <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> You shouldn't extract plugins right into RT's paths, but instead use standard `perl Makefile.PL && make && make install` steps. If RT is not in standard location then you can use RTHOME environment variable to point to the lib dir with RT.pm. On Tue, Jul 28, 2009 at 6:58 PM, Kay Wanous wrote: > I extracted the tarball to /usr/local/rt3/local/plugins/, but the actual > directory for the file is > /usr/local/rt3/local/plugins/RTx-Tags-0.14/lib/RTx/ > > Thanks, > Kay > > Ruslan Zakirov wrote: >> >> And where is RTx/Tags.pm located on your file system? >> >> On Tue, Jul 28, 2009 at 6:33 AM, Kay Wanous wrote: >>> >>> I should have done more looking at my logs and less Google-ing... I had >>> this in my Apache log: >>> >>> [Mon Jul 27 22:27:45 2009] [error] Can't locate RTx/Tags.pm in @INC >>> (@INC contains: /usr/local/rt3/bin/../local/lib >>> /usr/local/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 >>> /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 >>> /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . >>> /etc/apache2) at /usr/local/rt3/bin/../lib/RT.pm line 624.\nCompilation >>> failed in require at (eval 2) line 1.\n >>> >>> ?-- Kay >>> >>> Kay Wanous wrote: >>>> >>>> Hi all, >>>> >>>> I'm thrilled with the idea of the RT-Tags plugin but I'm doing something >>>> wrong with getting it to work with our setup. ?Any help would be much >>>> appreciated! >>>> >>>> I've extracted it and added the following lines to the RT_SiteConfig.pm: >>>> >>>> Set(@Plugins,(qw(RTx::Tags))); >>>> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues >>>> MySupportQueues MyReminders RefreshHomepage Dashboards TagCloud)]); >>>> >>>> But the TagCloud still doesn't show up as something users can add in RT >>>> at a glance or in the Simple Search. >>>> >>>> Any ideas? >>>> >>>> Thanks, >>>> Kay >>>> >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 kay.wanous at gmail.com Tue Jul 28 11:23:41 2009 From: kay.wanous at gmail.com (Kay Wanous) Date: Tue, 28 Jul 2009 11:23:41 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> References: <4A6E60C4.4030404@gmail.com> <4A6E6383.10108@gmail.com> <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> <4A6F1231.3020002@gmail.com> <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> Message-ID: <4A6F17FD.5070507@gmail.com> Oops! Thank you, that worked like a charm. I have a lovely tag cloud in my RT at a Glance. It even shows correctly with the mouseover the number of tickets with that tag. Now I just need to get the simple search working... clicking on something in the cloud finds zero results. :P Thanks, Kay Ruslan Zakirov wrote: > You shouldn't extract plugins right into RT's paths, but instead use > standard `perl Makefile.PL && make && make install` steps. If RT is > not in standard location then you can use RTHOME environment variable > to point to the lib dir with RT.pm. > > On Tue, Jul 28, 2009 at 6:58 PM, Kay Wanous wrote: >> I extracted the tarball to /usr/local/rt3/local/plugins/, but the actual >> directory for the file is >> /usr/local/rt3/local/plugins/RTx-Tags-0.14/lib/RTx/ >> >> Thanks, >> Kay >> >> Ruslan Zakirov wrote: >>> And where is RTx/Tags.pm located on your file system? >>> >>> On Tue, Jul 28, 2009 at 6:33 AM, Kay Wanous wrote: >>>> I should have done more looking at my logs and less Google-ing... I had >>>> this in my Apache log: >>>> >>>> [Mon Jul 27 22:27:45 2009] [error] Can't locate RTx/Tags.pm in @INC >>>> (@INC contains: /usr/local/rt3/bin/../local/lib >>>> /usr/local/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 >>>> /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 >>>> /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . >>>> /etc/apache2) at /usr/local/rt3/bin/../lib/RT.pm line 624.\nCompilation >>>> failed in require at (eval 2) line 1.\n >>>> >>>> -- Kay >>>> >>>> Kay Wanous wrote: >>>>> Hi all, >>>>> >>>>> I'm thrilled with the idea of the RT-Tags plugin but I'm doing something >>>>> wrong with getting it to work with our setup. Any help would be much >>>>> appreciated! >>>>> >>>>> I've extracted it and added the following lines to the RT_SiteConfig.pm: >>>>> >>>>> Set(@Plugins,(qw(RTx::Tags))); >>>>> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues >>>>> MySupportQueues MyReminders RefreshHomepage Dashboards TagCloud)]); >>>>> >>>>> But the TagCloud still doesn't show up as something users can add in RT >>>>> at a glance or in the Simple Search. >>>>> >>>>> Any ideas? >>>>> >>>>> Thanks, >>>>> Kay >>>>> >>>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> > > > From ruslan.zakirov at gmail.com Tue Jul 28 11:27:16 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 28 Jul 2009 19:27:16 +0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <4A6F17FD.5070507@gmail.com> References: <4A6E60C4.4030404@gmail.com> <4A6E6383.10108@gmail.com> <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> <4A6F1231.3020002@gmail.com> <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> <4A6F17FD.5070507@gmail.com> Message-ID: <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> Look into logs, enable warnings log level. Also, you get better chance to get answer on your problems if you send to this list and cc author of the extension. On Tue, Jul 28, 2009 at 7:23 PM, Kay Wanous wrote: > Oops! ?Thank you, that worked like a charm. ?I have a lovely tag cloud in my > RT at a Glance. ?It even shows correctly with the mouseover the number of > tickets with that tag. > > Now I just need to get the simple search working... clicking on something in > the cloud finds zero results. ?:P > > Thanks, > Kay > > Ruslan Zakirov wrote: >> >> You shouldn't extract plugins right into RT's paths, but instead use >> standard `perl Makefile.PL && make && make install` steps. If RT is >> not in standard location then you can use RTHOME environment variable >> to point to the lib dir with RT.pm. >> >> On Tue, Jul 28, 2009 at 6:58 PM, Kay Wanous wrote: >>> >>> I extracted the tarball to /usr/local/rt3/local/plugins/, but the actual >>> directory for the file is >>> /usr/local/rt3/local/plugins/RTx-Tags-0.14/lib/RTx/ >>> >>> Thanks, >>> Kay >>> >>> Ruslan Zakirov wrote: >>>> >>>> And where is RTx/Tags.pm located on your file system? >>>> >>>> On Tue, Jul 28, 2009 at 6:33 AM, Kay Wanous wrote: >>>>> >>>>> I should have done more looking at my logs and less Google-ing... I had >>>>> this in my Apache log: >>>>> >>>>> [Mon Jul 27 22:27:45 2009] [error] Can't locate RTx/Tags.pm in @INC >>>>> (@INC contains: /usr/local/rt3/bin/../local/lib >>>>> /usr/local/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 >>>>> /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 >>>>> /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . >>>>> /etc/apache2) at /usr/local/rt3/bin/../lib/RT.pm line 624.\nCompilation >>>>> failed in require at (eval 2) line 1.\n >>>>> >>>>> ?-- Kay >>>>> >>>>> Kay Wanous wrote: >>>>>> >>>>>> Hi all, >>>>>> >>>>>> I'm thrilled with the idea of the RT-Tags plugin but I'm doing >>>>>> something >>>>>> wrong with getting it to work with our setup. ?Any help would be much >>>>>> appreciated! >>>>>> >>>>>> I've extracted it and added the following lines to the >>>>>> RT_SiteConfig.pm: >>>>>> >>>>>> Set(@Plugins,(qw(RTx::Tags))); >>>>>> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues >>>>>> MySupportQueues MyReminders RefreshHomepage Dashboards TagCloud)]); >>>>>> >>>>>> But the TagCloud still doesn't show up as something users can add in >>>>>> RT >>>>>> at a glance or in the Simple Search. >>>>>> >>>>>> Any ideas? >>>>>> >>>>>> Thanks, >>>>>> Kay >>>>>> >>>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>> Buy a copy at http://rtbook.bestpractical.com >>>>> >>>> >>>> >> >> >> > -- Best regards, Ruslan. From jpierce at cambridgeenergyalliance.org Tue Jul 28 11:30:12 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 28 Jul 2009 11:30:12 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> References: <4A6E60C4.4030404@gmail.com> <4A6E6383.10108@gmail.com> <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> <4A6F1231.3020002@gmail.com> <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> <4A6F17FD.5070507@gmail.com> <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> Message-ID: On Tue, Jul 28, 2009 at 11:27, Ruslan Zakirov wrote: > Look into logs, enable warnings log level. Also, you get better chance > to get answer on your problems if you send to this list and cc author > of the extension. Present. My reply: Are you you sure you have permission to view those tickets? Installing the module should handle everything at once, and nobody else has had this particular problem... Alternatively, verify that CF searching, as documented in the POD/ on the Simple Search page, is working properly. e.g; .tags:foo or .bar:qux From kai at xs4all.nl Tue Jul 28 11:26:13 2009 From: kai at xs4all.nl (Kai) Date: Tue, 28 Jul 2009 17:26:13 +0200 Subject: [rt-users] RT 2 to RT 3.8 migration tools Message-ID: Hi all, After almost 8 years of happily running RT 2.0.15 we've finally had the guts to migrate to RT3.8.4. For this I had to write a few scripts to make it faster than the tools that are available (rt-2.0-to- dumpfile and dumpfile-to-rt-3.0). Last week we've migrated, and I must say that it was relatively painless. After much thoughts I'd like to share the code with the rest of the world. After migration we saw a noticeable increases in database rows on certain tables, due to 660k tickets and 670k users: old new CachedGroupMembers: 0 6m+ GroupMembers: 368 2.7m Groups: 60 3.3m Principals: 0 4m Watchers: 643k 0 That scared me at first, but it's not an issue on modern hardware. The time taken for each of the stages you really need to do: rewriting the original data: 26 to 48 minutes importing into postgres: 16 to 65 minutes recreating indexes: 11 to 35 minutes Your mileage may vary depending on the amount of internal memory. I've made my git repository readable and browsable: http://bonsai.xs4all.nl/cgi-bin/gitweb.cgi?p=rt-migration.git I'll be happy to answer questions or receive some critics on it. Kai From william.graboyes at theportalgrp.com Tue Jul 28 12:11:41 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Tue, 28 Jul 2009 09:11:41 -0700 Subject: [rt-users] RTFM: Remove the [Lookup Host/IP] from tickets. Message-ID: <8a5c3dac0907280911n2d7bcc3eodba2c944ed5cd0a6@mail.gmail.com> Hello List, I have users complaining about the RTFM feature that adds inline links for searching for other tickets by a host, while this is extremely useful, it also renders the ticket text useless for copy/pasting. This is really a lame question, but I have been digging for a while, and cannot find a way to disable this feature. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue Jul 28 12:20:45 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 28 Jul 2009 20:20:45 +0400 Subject: [rt-users] RTFM: Remove the [Lookup Host/IP] from tickets. In-Reply-To: <8a5c3dac0907280911n2d7bcc3eodba2c944ed5cd0a6@mail.gmail.com> References: <8a5c3dac0907280911n2d7bcc3eodba2c944ed5cd0a6@mail.gmail.com> Message-ID: <589c94400907280920x154f0aabic9ae1ac2b382bb6a@mail.gmail.com> It's RTIR's feature and can be adjusted using MakeClicky config option. I think these additional clicky things are defined in RTIR_Config.pm. You can set your clicky set via RT_SiteConfig.pm. On Tue, Jul 28, 2009 at 8:11 PM, William Graboyes wrote: > Hello List, > > I have users complaining about the RTFM feature that adds inline links for > searching for other tickets by a host, while this is extremely useful, it > also renders the ticket text useless for copy/pasting.? This is really a > lame question, but I have been digging for a while, and cannot find a way to > disable this feature. > > > Thanks, > Bill > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 william.graboyes at theportalgrp.com Tue Jul 28 12:44:18 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Tue, 28 Jul 2009 09:44:18 -0700 Subject: [rt-users] RTFM: Remove the [Lookup Host/IP] from tickets. In-Reply-To: <589c94400907280920x154f0aabic9ae1ac2b382bb6a@mail.gmail.com> References: <8a5c3dac0907280911n2d7bcc3eodba2c944ed5cd0a6@mail.gmail.com> <589c94400907280920x154f0aabic9ae1ac2b382bb6a@mail.gmail.com> Message-ID: <8a5c3dac0907280944i4e002ba0lca307d5285419489@mail.gmail.com> Ruslan, Thanks for the information. Worked like a charm. For future usage: Def file : $RTHOME/local/plugins/RT-IR/etc/RTIR_Config.pm Variable: Set(@Active_MakeClicky, qw(MakeClicky stuff here)); Current: Set(@Active_MakeClicky, qw()); Thanks, Bill On Tue, Jul 28, 2009 at 9:20 AM, Ruslan Zakirov wrote: > It's RTIR's feature and can be adjusted using MakeClicky config > option. I think these additional clicky things are defined in > RTIR_Config.pm. You can set your clicky set via RT_SiteConfig.pm. > > On Tue, Jul 28, 2009 at 8:11 PM, William > Graboyes wrote: > > Hello List, > > > > I have users complaining about the RTFM feature that adds inline links > for > > searching for other tickets by a host, while this is extremely useful, it > > also renders the ticket text useless for copy/pasting. This is really a > > lame question, but I have been digging for a while, and cannot find a way > to > > disable this feature. > > > > > > Thanks, > > Bill > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Rich.West at wesmo.com Tue Jul 28 13:23:51 2009 From: Rich.West at wesmo.com (Rich West) Date: Tue, 28 Jul 2009 13:23:51 -0400 Subject: [rt-users] Top "N" Tickets I Own - For all users In-Reply-To: <589c94400907231610u38a2b233gf778bfea2aff0c23@mail.gmail.com> References: <4A68D0DF.1020409@wesmo.com> <589c94400907231610u38a2b233gf778bfea2aff0c23@mail.gmail.com> Message-ID: <4A6F3427.4010807@wesmo.com> On 3.8.4, you can click on Edit, then select the columns to display, including the custom column. However, I cannot seem to find how to make this a global default change. On that page, I can adjust the underlying search globally, but not the columns displayed (to include the Custom Field). That is unless I am missing something here (which I hope!). :) -Rich On 07/23/2009 07:10 PM, Ruslan Zakirov wrote: > Click edit then click link edit this search globaly. > > On Fri, Jul 24, 2009 at 1:06 AM, Rich West wrote: > >> Is there a way to modify the default RT "home" page's display of the >> "Top 'N' Tickets I Own" for everyone? We would like to have a custom >> field displayed there for everyone, including new people we add on as >> admins.. >> >> Thanks! >> -Rich >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt at hoov.net Tue Jul 28 13:36:25 2009 From: matt at hoov.net (Matt Hoover) Date: Tue, 28 Jul 2009 10:36:25 -0700 Subject: [rt-users] var directory Message-ID: <996ab0890907281036p45f080b3yf74c7715e181270a@mail.gmail.com> Hello- I have a ton of entries in my RT var directory like "var/EtAdLbtGpw/part-5014-176.txt" - which contain automated email replys. Do I need to keep all of these entries? Thanks! Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From kay.wanous at gmail.com Tue Jul 28 13:50:05 2009 From: kay.wanous at gmail.com (Kay Wanous) Date: Tue, 28 Jul 2009 13:50:05 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: References: <4A6E60C4.4030404@gmail.com> <4A6E6383.10108@gmail.com> <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> <4A6F1231.3020002@gmail.com> <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> <4A6F17FD.5070507@gmail.com> <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> Message-ID: <4A6F3A4D.90204@gmail.com> Yes, I'm sure I have permissions... they're owned by me and I see them in the queue (and I can search for them by owner or queue). No, the custom field search isn't working. Looking at this page on the wiki (http://wiki.bestpractical.com/view/SearchCustomField), there's a patch - but it seems like I shouldn't need the patch if I've installed RTx:Tags. Is that right? -- Kay Jerrad Pierce wrote: > On Tue, Jul 28, 2009 at 11:27, Ruslan Zakirov wrote: >> Look into logs, enable warnings log level. Also, you get better chance >> to get answer on your problems if you send to this list and cc author >> of the extension. > Present. > > My reply: > > Are you you sure you have permission to view those tickets? > > Installing the module should handle everything at once, > and nobody else has had this particular problem... > > Alternatively, verify that CF searching, as documented in the POD/ > on the Simple Search page, is working properly. e.g; .tags:foo or > .bar:qux From raymond at pilotsupplies.com Tue Jul 28 14:05:43 2009 From: raymond at pilotsupplies.com (raymond at pilotsupplies.com) Date: Tue, 28 Jul 2009 11:05:43 -0700 (PDT) Subject: [rt-users] RT 3.8.4 Apache2 Segmentation Fault In-Reply-To: References: Message-ID: Hi, don't know if it makes a difference or not, it happens on both a physcal box and also on a vmware esx4 box. raymond On Mon, 27 Jul 2009, raymond at shell2.pilotsupplies.com wrote: > Hi, > > ubuntu 9.04 > Xeon Processor > 4GB memory > LDAP AD authentication windows 2003 upgrade from 3.2.2 to 3.8.4 everthing > appears to be ok. > server is running RT3 and nothing else. > > Problem: > > When there is a period of inactivity, particular for a few hours, and when a > user logs back in, the apache error logs indicates > "Mon Jul 27 10:48:21 2009] [notice] child pid 2894 exit signal Segmentation > fault (11" > > the webpage became white and multiple refresh of the page bring rt website > back to the logon page. > > When a user logs back in and apply the "Refresh this page every X minutes, > than there is no segmentation fault on the apache log and all appears to be > well. > > > There is no indication what the problem is on the logs /var/log/messages, > /var/log/syslog, /var/log/rt.log /opt/rt3/var/log/apache2.error before or > after "segemntation fault" for me to properly diagnoise this. > > I have played with the numbers on the apache2 and mysql links below and > still can't resolve this. > > http: //wiki.bestpractical.com/view/PerformanceTuning > http: //wiki.bestpractical.com/view/FAQ > > > > > below are my httpd.conf file and RT system configuration (santized) - hope > someone can shed some light on this. > Appreciate your assistance! > > > > Timeout 300 > KeepAlive On > MaxKeepAliveRequests 100 > KeepAliveTimeout 15 > MinSpareServers 5 > MaxSpareServers 10 > StartServers 5 > MaxClients 150 > MaxRequestsPerChild 100 > > > DocumentRoot /opt/rt3/share/html > ServerName ticket.helpdesk.abc.com > ServerAlias ticket.* > AddDefaultCharset UTF-8 > ServerAdmin helpme at abc.com > > #optional apache logs for RT > ErrorLog /opt/rt3/var/log/apache2.error > TransferLog /opt/rt3/var/log/apache2.access > Alias /rt/ /opt/rt3/share/html/ > > > > Order allow,deny > Allow from all > > > #PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > PerlSetVar MasonStaticSource true > PerlSetVar MasonBufferPreallocateSize 1073741824 > #PerlSetVar MasonBufferPreallocateSize 4096000 > PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth => > 4" > PerlSetVar MasonPreloads '/Elements/*' > PerlSetVar MasonCompRoot /opt/rt3 > > > > SetHandler default > > > > #AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > #PerlResponseHandler RT::Mason > > > > > > > > > > > > #####RT system configuration > > > System Configuration > > * System Configuration > * ?? Shredder > > Loaded perl modules > > Perl v5.10.0 under linux > Apache2:: Const v2.000004; > Apache2:: Log v2.000004; > Apache2:: RequestIO v2.000004; > Apache2:: RequestRec v2.000004; > Apache2:: RequestUtil v2.000004; > Apache2:: Response v2.000004; > Apache2:: ServerUtil v2.000004; > Apache2:: Status v4.00; > Apache:: Session v1.88; > Apache::Session:: Generate::MD5 v2.12; > Apache::Session:: Lock::MySQL v1.01; > Apache::Session:: MySQL v1.01; > Apache::Session:: Serialize::Storable v1.01; > Apache::Session::Store:: DBI v1.02; > Apache::Session::Store:: MySQL v1.04; > APR v0.009000; > APR:: Pool v0.009000; > APR:: Table v0.009000; > AutoLoader v5.63; > base v2.13; > bytes v1.03; > Cache::Simple::TimedExpiry v0.27; > Carp v1.08; > CGI v3.43; > CGI:: Cookie v1.29; > CGI:: Util v1.5_01; > Class:: Accessor v0.31; > Class:: Accessor::Fast v0.31; > Class:: Container v0.12; > Class:: Data::Inheritable v0.08; > Class:: Inspector v1.24; > Class:: ISA v0.33; > Class:: ReturnValue v0.55; > Clone v0.31; > constant v1.13; > Convert::ASN1 v0.22; > CSS::Squish v0.08; > Cwd v3.2501; > Data::Dumper v2.121_14; > Date:: Format v2.22; > Date:: Parse v2.27; > DateTime v0.50; > DateTime:: Locale v0.43; > DateTime:: TimeZone v0.91; > DateTime::TimeZone:: Floating v0.01; > DateTime::TimeZone:: Local v0.01; > DateTime::TimeZone:: OffsetOnly v0.02; > DateTime::TimeZone:: UTC v0.01; > DBD::mysql v4.008; > DBI v1.607; > DBIx:: SearchBuilder v1.55; > DBIx::SearchBuilder:: Union v0; > DBIx::SearchBuilder:: Unique v0.01; > Devel:: StackTrace v1.21; > Devel:: StackTraceFrame v1.21; > Digest:: base v1.00; > Digest:: MD5 v2.39; > DynaLoader v1.08; > Email::Address v1.889; > Encode v2.23; > Encode:: Alias v2.07; > Encode:: Config v2.04; > Encode:: Encoding v2.05; > Errno v1.1; > Exception:: Class v1.29; > Exception:: Class::Base v1.20; > Exporter v5.62; > Exporter::Heavy v5.62; > Fcntl v1.06; > File:: Basename v2.76; > File:: Glob v1.06; > File:: Path v2.04; > File:: ShareDir v1.00; > File:: Spec v3.2501; > File:: Spec::Unix v3.2501; > File:: Temp v0.18; > FileHandle v2.01; > GD v2.44; > GD::Image v2.38; > GraphViz v2.04; > HTML:: Element v3.23; > HTML:: Entities v3.60; > HTML:: Formatter v2.04; > HTML:: FormatText v2.04; > HTML:: Mason v1.42; > HTML::Mason:: ApacheHandler v1.69; > HTML::Mason:: Exception v1.1; > HTML::Mason::Exception:: Abort v1.1; > HTML::Mason::Exception:: Compilation v1.1; > HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; > HTML::Mason::Exception:: Compiler v1.1; > HTML::Mason::Exception:: Decline v1.1; > HTML::Mason::Exception:: Params v1.1; > HTML::Mason::Exception:: Syntax v1.1; > HTML::Mason::Exception:: System v1.1; > HTML::Mason::Exception:: TopLevelNotFound v1.1; > HTML::Mason::Exception:: VirtualMethod v1.1; > HTML::Mason:: Exceptions v1.43; > HTML:: Parser v3.61; > HTML:: Scrubber v0.08; > HTML:: Tagset v3.20; > HTML:: TreeBuilder v3.23; > I18N:: LangTags v0.35; > I18N:: LangTags::Detect v1.03; > integer v1.00; > IO v1.23_01; > IO:: File v1.14; > IO:: Handle v1.27; > IO:: InnerFile v2.110; > IO:: Lines v2.110; > IO:: ScalarArray v2.110; > IO:: Seekable v1.1; > IO:: Select v1.17; > IO:: Socket v1.30_01; > IO::Socket:: INET v1.31; > IO::Socket:: UNIX v1.23; > IO:: WrapTie v2.110; > IPC:: Open2 v1.02; > IPC:: Open3 v1.02; > IPC:: Run v0.84; > IPC::Run:: Debug v0.84; > IPC::Run:: IO v0.84; > IPC::Run:: Timer v0.84; > List:: MoreUtils v0.22; > List:: Util v1.19; > Locale:: Maketext v1.12; > Locale::Maketext:: Fuzzy v0.10; > Locale::Maketext:: Lexicon v0.77; > Locale::Maketext:: Lexicon::Gettext v0.17; > Log:: Dispatch v2.22; > Log::Dispatch:: Base v1.09; > Log::Dispatch:: File v1.22; > Log::Dispatch:: Output v1.26; > Log::Dispatch:: Screen v1.17; > Log::Dispatch:: Syslog v1.18; > Mail:: Address v2.04; > Mail:: Field v2.04; > Mail:: Field::AddrList v2.04; > Mail::Field::Date v2.04; > Mail:: Field::Generic v2.04; > Mail:: Header v2.04; > Mail:: Internet v2.04; > Mail:: Mailer v2.04; > Mail:: Util v2.04; > MIME:: Base64 v3.08; > MIME:: Body v5.427; > MIME:: Decoder v5.427; > MIME:: Entity v5.427; > MIME::Field:: ContDisp v5.427; > MIME::Field:: ConTraEnc v5.427; > MIME::Field:: ContType v5.427; > MIME::Field:: ParamVal v5.427; > MIME:: Head v5.427; > MIME:: Parser v5.427; > MIME:: QuotedPrint v3.08; > MIME:: Tools v5.427; > MIME:: Words v5.427; > mod_perl v2.000004; > mod_perl2 v2.000004; > ModPerl::Const v2.000004; > Module::Versions::Report v1.06; > Net:: LDAP v0.39; > Net::LDAP:: ASN v0.08; > Net::LDAP:: Bind v1.03; > Net::LDAP:: Constant v0.07; > Net::LDAP:: Entry v0.24; > Net::LDAP:: Filter v0.15; > Net::LDAP:: Intermediate v0.02; > Net::LDAP:: Message v1.11; > Net::LDAP:: Search v0.13; > Net::LDAP:: Util v0.11; > overload v1.06; > Params:: Util v1.00; > Params:: Validate v0.91; > PerlIO v1.04; > PerlIO::scalar v0.05; > POSIX v1.13; > re v0.08; > Regexp:: Common v2.122; > Regexp::Common:: delimited v2.106; > Regexp::Common:: URI v2.110; > Regexp::Common::URI:: fax v2.102; > Regexp::Common::URI:: file v2.102; > Regexp::Common::URI:: ftp v2.103; > Regexp::Common::URI:: gopher v2.102; > Regexp::Common::URI:: http v2.103; > Regexp::Common::URI:: news v2.102; > Regexp::Common::URI::pop v2.102; > Regexp::Common::URI:: prospero v2.102; > Regexp::Common::URI:: RFC1035 v2.102; > Regexp::Common::URI:: RFC1738 v2.106; > Regexp::Common::URI:: RFC1808 v2.102; > Regexp::Common::URI:: RFC2384 v2.104; > Regexp::Common::URI:: RFC2396 v2.102; > Regexp::Common::URI:: RFC2806 v2.102; > Regexp::Common::URI:: tel v2.102; > Regexp::Common::URI:: telnet v2.102; > Regexp::Common::URI:: tv v2.102; > Regexp::Common::URI:: wais v2.102; > RT v3.8.4; > RT:: Authen::ExternalAuth v0.08; > RT::Interface:: Email v2; > RT::Interface:: Web::Request v0.30; > Scalar::Util v1.19; > SelectSaver v1.01; > Socket v1.80; > Storable v2.18; > strict v1.04; > Symbol v1.06; > Sys::Syslog v0.22; > Text:: Autoformat v1.666.0; > Text:: Quoted v2.05; > Text:: Reform v1.11; > Text:: Tabs v2007.1117; > Text:: Template v1.45; > Text:: Wrapper v1.02; > Tie::Hash v1.02; > Time:: HiRes v1.9711; > Time:: JulianDay v2003.1125; > Time:: Local v1.18; > Time:: ParseDate v2006.0814; > Time:: Timezone v2006.0814; > Time:: Zone v2.22; > Tree::Simple v1.18; > UNIVERSAL v1.04; > UNIVERSAL::require v0.13; > URI v1.38; > URI:: Escape v3.29; > URI:: file v4.20; > utf8 v1.07; > vars v1.01; > version v0.74; > warnings v1.06; > warnings::register v1.01; > XSLoader v0.08; > RT Config > ActiveStatus new, open, stalled > core config > Active_MakeClicky > core config > AmbiguousDayInFuture 0 > core config > AmbiguousDayInPast 0 > core config > ApprovalRejectionNotes 1 > core config > AutoCreateNonExternalUsers 1 > site config > AutoLogoff 0 > core config > CanonicalizeOnCreate 0 > core config > CanonicalizeRedirectURLs 0 > core config > CommentAddress ticket-comment at abc.com > site config > CorrespondAddress ticket at abc.com > site config > CustomFieldValuesSources > core config > DashboardAddress > core config > DashboardSubject %s Dashboard: %s > core config > DatabaseHost localhost > core config > DatabaseName rt3 > site config > DatabasePassword Password not printed > site config > DatabasePort > core config > DatabaseRTHost localhost > core config > DatabaseType mysql > site config > DatabaseUser root > site config > DateDayBeforeMonth 1 > core config > DateTimeFormat DefaultFormat > core config > DefaultSearchResultFormat ' HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#', > ' HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject', > Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', > '__Requestors__', '__CreatedRelative__', > '__ToldRelative__', '__LastUpdatedRelative__', > '__TimeLeft__' > core config > DefaultSummaryRows 10 > core config > DefaultTimeUnitsToHours 0 > core config > DevelMode 0 > core config > EmailFrequency Individual messages > core config > EmailInputEncodings utf-8, iso-8859-1, us-ascii > core config > EmailOutputEncoding utf-8 > core config > EnableReminders 1 > core config > ExternalAuthPriority My_LDAP > site config > ExternalInfoPriority My_LDAP > site config > ExternalServiceUsesSSLorTLS 0 > site config > ExternalSettings My_LDAP, HASH(0xba2da2f0) > site config > ExtractSubjectTagMatch Regexp > core config > ExtractSubjectTagNoMatch Regexp > core config > ForwardFromUser 0 > core config > FriendlyFromLineFormat "%s via RT" <%s> > core config > FriendlyToLineFormat "%s of ticket.helpdesk.abc.com Ticket #%s":; > core config > GnuPG Enable, 0 > site config > GnuPGOptions homedir, /opt/rt3/var/data/gpg > core config > HomePageRefreshInterval 120 > site config > HomepageComponents QuickCreate, Quicksearch, MyAdminQueues, > MySupportQueues, MyReminders, RefreshHomepage, Dashboards > core config > InactiveStatus resolved, rejected, deleted > core config > LexiconLanguages * > core config > LinkTransactionsRun1Scrip 0 > core config > LogDir /var/log > site config > LogStackTraces > core config > LogToFile debug > site config > LogToFileNamed rt.log > site config > LogToScreen error > site config > LogToSyslog debug > site config > LogToSyslogConf > core config > LogoURL /rt/NoAuth/images/bplogo.gif > site config > LoopsToRTOwner 1 > core config > MailCommand sendmailpipe > core config > MailParams > core config > MasonParameters > core config > MaxAttachmentSize 10000000 > core config > MaxInlineBody 12000 > core config > MessageBoxHeight 15 > core config > MessageBoxIncludeSignature 1 > core config > MessageBoxRichText 1 > core config > MessageBoxRichTextHeight 200 > core config > MessageBoxWidth 72 > core config > MessageBoxWrap HARD > core config > MinimumPasswordLength 5 > core config > NetServerOptions > core config > NotifyActor 0 > core config > OldestTransactionsFirst 1 > core config > Organization abc.com > site config > OwnerEmail root > core config > PlainTextPre 0 > core config > Plugins RT::Authen::ExternalAuth > site config > PreviewScripMessages 0 > core config > RTAddressRegexp ^rt\@example.com$ > core config > RecordOutgoingEmail 1 > core config > RedistributeAutoGeneratedMessages privileged > core config > SMTPDebug 0 > core config > SearchResultsRefreshInterval 120 > site config > SelfServiceRegex Regexp > core config > SendmailArguments -oi -t > core config > SendmailBounceArguments -f "<>" > core config > SendmailPath /usr/sbin/sendmail > core config > ShowBccHeader 0 > core config > ShowTransactionImages 1 > core config > ShowUnreadMessageNotifications 1 > core config > StandaloneMaxServers 1 > core config > StandaloneMaxSpareServers 0 > core config > StandaloneMinServers 1 > core config > StandaloneMinSpareServers 0 > core config > StrictLinkACL 1 > core config > Timezone US/PST > site config > UseFriendlyFromLine 1 > core config > UseFriendlyToLine 0 > core config > UseTransactionBatch 1 > core config > UsernameFormat EmailAddress > site config > WebBaseURL http://ticket.helpdesk.abc.com > site config > WebDefaultStylesheet web2 > core config > WebDomain localhost > core config > WebFlushDbCacheEveryRequest 1 > core config > WebImagesURL /rt/NoAuth/images/ > site config > WebNoAuthRegex Regexp > core config > WebPath /rt > site config > WebPort 80 > core config > WebSecureCookies 0 > core config > WebURL http://ticket.helpdesk.abc.com/rt/ > core config > WikiImplicitLinks 0 > core config > rtname ticket.helpdesk.abc.com > site config > RT Variables > RT:: BasePath /opt/rt3 > RT:: BinPath /opt/rt3/bin > RT:: EtcPath /opt/rt3/etc > RT:: LocalEtcPath /opt/rt3/local/etc > RT:: LocalLexiconPath /opt/rt3/local/po > RT:: LocalLibPath /opt/rt3/local/lib > RT:: LocalPath /opt/rt3/local > RT:: LocalPluginPath /opt/rt3/local/plugins > RT:: MasonComponentRoot /opt/rt3/share/html > RT:: MasonDataDir /opt/rt3/var/mason_data > RT:: MasonLocalComponentRoot /opt/rt3/local/html > RT:: MasonSessionDir /opt/rt3/var/session_data > RT:: SbinPath /opt/rt3/sbin > RT:: VERSION 3.8.4 > RT:: VarPath /opt/rt3/var > RT Size > Tickets 18493 > Queues 16 > Transactions 240100 > Groups 74890 > Privileged Users 24 > Unprivileged Users 813 > Perl configuration > > Summary of my perl5 (revision 5 version 10 subversion 0) configuration: > Platform: > osname=linux, osvers=2.6.24-23-server, > archname=i486-linux-gnu-thread-multi > uname='linux rothera 2.6.24-23-server #1 smp wed apr 1 22:22:14 utc 2009 > i686 gnulinux ' > config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN > -Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr > -Dprivlib=/usr/share/perl/5.10 -Darchlib=/usr/lib/perl/5.10 > -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 > -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.10.0 > -Dsitearch=/usr/local/lib/perl/5.10.0 -Dman1dir=/usr/share/man/man1 > -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 > -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl > -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Ud_ualarm -Uusesfio -Uusenm > -DDEBUGGING=-g -Doptimize=-O2 -Duseshrplib -Dlibperl=libperl.so.5.10.0 > -Dd_dosuid -des' > hint=recommended, useposix=true, d_sigaction=define > useithreads=define, usemultiplicity=define > useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef > use64bitint=undef, use64bitall=undef, uselongdouble=undef > usemymalloc=n, bincompat5005=undef > Compiler: > cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN > -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE > -D_FILE_OFFSET_BITS=64', > optimize='-O2 -g', > cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fno-strict-aliasing > -pipe -I/usr/local/include' > ccversion='', gccversion='4.3.3', gccosandvers='' > intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 > d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 > ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', > lseeksize=8 > alignbytes=4, prototype=define > Linker and Libraries: > ld='cc', ldflags =' -L/usr/local/lib' > libpth=/usr/local/lib /lib /usr/lib /usr/lib64 > libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt > perllibs=-ldl -lm -lpthread -lc -lcrypt > libc=/lib/libc-2.9.so, so=so, useshrplib=true, > libperl=libperl.so.5.10.0 > gnulibc_version='2.9' > Dynamic Linking: > dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' > cccdlflags='-fPIC', lddlflags='-shared -O2 -g -L/usr/local/lib' > > Perl Include Paths (@INC) > > /opt/rt3/bin/../local/lib > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib > /opt/rt3/bin/../lib > /etc/perl > /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 > /usr/lib/perl5 > /usr/share/perl5 > /usr/lib/perl/5.10 > /usr/share/perl/5.10 > /usr/local/lib/site_perl > . > /etc/apache2 > > Time to display: 0.657868 > > > > > -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others From jpierce at cambridgeenergyalliance.org Tue Jul 28 14:05:31 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 28 Jul 2009 14:05:31 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <4A6F3A4D.90204@gmail.com> References: <4A6E60C4.4030404@gmail.com> <4A6E6383.10108@gmail.com> <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> <4A6F1231.3020002@gmail.com> <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> <4A6F17FD.5070507@gmail.com> <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> <4A6F3A4D.90204@gmail.com> Message-ID: >No, the custom field search isn't working. And local/plugins/RTx-Tags/lib/RT/Search/Googleish_Local.pm is in the right place? If "Searching custom field values can be done with .CFieldName:keyword e.g; .tags:spam. Negation is also permitted by prepending a - i.e; -.tags:spam finds ham. Alternatively for tags, use the cloud of links below:" does show up on the simple search page then your installation is still broken. > Is that right? Yes, as documented on the page. This isn't a very complicated extension, but a little hard to debug without details. -- Cambridge Energy Alliance: Save money. Save the planet. From raymond at pilotsupplies.com Tue Jul 28 14:13:36 2009 From: raymond at pilotsupplies.com (raymond at pilotsupplies.com) Date: Tue, 28 Jul 2009 11:13:36 -0700 (PDT) Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist In-Reply-To: References: Message-ID: ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 go error "Table 'rt3.ObjectCustomFields' doesn't exist" so I went and commented out the following, see below and proceed with the install with no other issues. Am wondering if there are any implications, issues or problems with this or is there a better way to fix this ? thanx! /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 < mysqlupgrade.sql Enter password: ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't exist root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql #ALTER TABLE ObjectCustomFields # DEFAULT CHARACTER SET utf8; #ALTER TABLE ObjectCustomFieldValues # DEFAULT CHARACTER SET utf8; -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others From kay.wanous at gmail.com Tue Jul 28 14:15:11 2009 From: kay.wanous at gmail.com (Kay Wanous) Date: Tue, 28 Jul 2009 14:15:11 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: References: <4A6E60C4.4030404@gmail.com> <4A6E6383.10108@gmail.com> <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> <4A6F1231.3020002@gmail.com> <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> <4A6F17FD.5070507@gmail.com> <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> <4A6F3A4D.90204@gmail.com> Message-ID: <4A6F402F.6090306@gmail.com> Well, it looks to be an awesome extension for my group once it's working for us. :D Yes, Googleish_Local.pm is in the right place. And yes, the text does show up on the simple search page. Looking more in the Apache logs, when adding a tag (even though it says "... added as a value for Tags" in the Result), I'm seeing this: [Tue Jul 28 18:11:21 2009] [error]: Scrip Prepare 11 died. - Require of RT::Action:: failed. Can't locate RT/Action/.pm in @INC (@INC contains: /usr/local/rt3/bin/../local/lib /usr/local/rt3/local/plugins/RTx-Tags/lib /usr/local/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at (eval 843) line 3. Stack: [(eval 843):3] [/usr/local/rt3/bin/../lib/RT/Scrip_Overlay.pm:430] [/usr/local/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] [/usr/local/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt3/bin/../lib/RT/Record.pm:1419] [/usr/local/rt3/bin/../lib/RT/Record.pm:1701] [/usr/local/rt3/bin/../lib/RT/Record.pm:1543] [/usr/local/rt3/bin/../lib/RT/Interface/Web.pm:1192] [/usr/local/rt3/bin/../lib/RT/Interface/Web.pm:1093] [/usr/local/rt3/share/html/Ticket/Modify.html:83] [/usr/local/rt3/share/html/autohandler:308] Stack: [/usr/local/rt3/bin/../lib/RT/ScripAction_Overlay.pm:173] [/usr/local/rt3/bin/../lib/RT/Scrip_Overlay.pm:430] [/usr/local/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] [/usr/local/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt3/bin/../lib/RT/Record.pm:1419] [/usr/local/rt3/bin/../lib/RT/Record.pm:1701] [/usr/local/rt3/bin/../lib/RT/Record.pm:1543] [/usr/local/rt3/bin/../lib/RT/Interface/Web.pm:1192] [/usr/local/rt3/bin/../lib/RT/Interface/Web.pm:1093] [/usr/local/rt3/share/html/Ticket/Modify.html:83] [/usr/local/rt3/share/html/autohandler:308] (/usr/local/rt3/bin/../lib/RT/Scrip_Overlay.pm:438) Jerrad Pierce wrote: >> No, the custom field search isn't working. > And local/plugins/RTx-Tags/lib/RT/Search/Googleish_Local.pm is in the > right place? > > If "Searching custom field values can be done with .CFieldName:keyword > e.g; .tags:spam. Negation is also permitted by prepending a - i.e; > -.tags:spam finds ham. Alternatively for tags, use the cloud of links > below:" does show up on the simple search page then your installation > is still broken. > >> Is that right? > Yes, as documented on the page. > > This isn't a very complicated extension, but a little hard to debug > without details. From kay.wanous at gmail.com Tue Jul 28 14:53:42 2009 From: kay.wanous at gmail.com (Kay Wanous) Date: Tue, 28 Jul 2009 14:53:42 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: References: <4A6E60C4.4030404@gmail.com> <589c94400907280305x468c4267ie99a3b85eed803fd@mail.gmail.com> <4A6F1231.3020002@gmail.com> <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> <4A6F17FD.5070507@gmail.com> <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> <4A6F3A4D.90204@gmail.com> <4A6F402F.6090306@gmail.com> Message-ID: <4A6F4936.4060603@gmail.com> So, interestingly, when I changed the custom field to be lowercase, then the cloud stopped working, but doing the custom search worked. -- Kay Jerrad Pierce wrote: >> Looking more in the Apache logs, when adding a tag (even though it says "... >> added as a value for Tags" in the Result), I'm seeing this: > That's a scrip error, totally unrelated to RTx::Tags > (RTx::Tags just happens to be in @INC because you loaded the plug-in) > > Are there any messages in the RT log though? About Googleish or Query? > > Otherwise, there's not much I can do from here. I might be able to get an > inkling if you were to create a temporary semi-privileged user for me to see... > From johnathan.bell at baker.edu Tue Jul 28 14:59:25 2009 From: johnathan.bell at baker.edu (Johnathan Bell) Date: Tue, 28 Jul 2009 14:59:25 -0400 Subject: [rt-users] Virus Scanning of ticket attachments? Message-ID: Is there some Request Tracker extension/plugin that I can use to automatically scan file attachments to tickets? I didn't see anything on the mailing list archive, or the wiki. Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College From jpierce at cambridgeenergyalliance.org Tue Jul 28 15:01:10 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 28 Jul 2009 15:01:10 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <4A6F4936.4060603@gmail.com> References: <4A6E60C4.4030404@gmail.com> <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> <4A6F17FD.5070507@gmail.com> <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> <4A6F3A4D.90204@gmail.com> <4A6F402F.6090306@gmail.com> <4A6F4936.4060603@gmail.com> Message-ID: As indicated in the POD, the SQL uses Tags. This shouldn't have anything to do with custom field searching though. Granted, the cloud links are to .tags and not .Tags, but they should still be happy unless your database has some odd collation setting or other funkiness. -- Cambridge Energy Alliance: Save money. Save the planet. From kay.wanous at gmail.com Tue Jul 28 15:09:46 2009 From: kay.wanous at gmail.com (Kay Wanous) Date: Tue, 28 Jul 2009 15:09:46 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: References: <4A6E60C4.4030404@gmail.com> <589c94400907280802s31b7e7fbj471189f6bf23ec7f@mail.gmail.com> <4A6F17FD.5070507@gmail.com> <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> <4A6F3A4D.90204@gmail.com> <4A6F402F.6090306@gmail.com> <4A6F4936.4060603@gmail.com> Message-ID: <4A6F4CFA.8050003@gmail.com> I've fixed the program... it had to do with us using postgresql instead of mysql, and postgres's custom queries being case sensitive, unlike mysql. I used Adam Tingle's workaround (http://lists.bestpractical.com/pipermail/rt-users/2009-January/056645.html) and this has resolved the problem. Thanks Jerrad and Ruslan for all your help! -- Kay Jerrad Pierce wrote: > As indicated in the POD, the SQL uses Tags. > > This shouldn't have anything to do with custom field searching though. > Granted, the cloud links are to .tags and not .Tags, but they should still > be happy unless your database has some odd collation setting or other > funkiness. > From jpierce at cambridgeenergyalliance.org Tue Jul 28 15:15:05 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 28 Jul 2009 15:15:05 -0400 Subject: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1 In-Reply-To: <4A6F4CFA.8050003@gmail.com> References: <4A6E60C4.4030404@gmail.com> <589c94400907280827pef7f051gcc16d9edb0b9c90e@mail.gmail.com> <4A6F3A4D.90204@gmail.com> <4A6F402F.6090306@gmail.com> <4A6F4936.4060603@gmail.com> <4A6F4CFA.8050003@gmail.com> Message-ID: > I used Adam Tingle's workaround > (http://lists.bestpractical.com/pipermail/rt-users/2009-January/056645.html) > and this has resolved the problem. Thanks, I'll add this to the POD. -- Cambridge Energy Alliance: Save money. Save the planet. From ruslan.zakirov at gmail.com Tue Jul 28 15:20:37 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 28 Jul 2009 23:20:37 +0400 Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist In-Reply-To: References: Message-ID: <589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> Why do you even need mysqlupgrade.sql if it's fresh install? On Tue, Jul 28, 2009 at 10:13 PM, wrote: > > ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor > > fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 > > go error "Table 'rt3.ObjectCustomFields' doesn't exist" > > so I went and commented out the following, see below and proceed with the > install with no other issues. > > Am wondering if there are any implications, issues or problems with this > or is there a better way to fix this ? > > > thanx! > > > > /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 < > mysqlupgrade.sql > Enter password: > ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't > exist > > > root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql > > #ALTER TABLE ObjectCustomFields > # ? DEFAULT CHARACTER SET utf8; > #ALTER TABLE ObjectCustomFieldValues > # ? DEFAULT CHARACTER SET utf8; > > > > -- > > > > Regards, > > Raymond Wong > > > Personal motto: P.E.A.C.E > Enjoy the present > Assert your goals > Champion peace > Entrust others > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From raymond at pilotsupplies.com Tue Jul 28 15:39:39 2009 From: raymond at pilotsupplies.com (raymond at pilotsupplies.com) Date: Tue, 28 Jul 2009 12:39:39 -0700 (PDT) Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist In-Reply-To: <589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> References: <589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> Message-ID: Hi Ruslan, My apologies. I was upgrading from 3.2.2 raymond On Tue, 28 Jul 2009, Ruslan Zakirov wrote: > Why do you even need mysqlupgrade.sql if it's fresh install? > > On Tue, Jul 28, 2009 at 10:13 PM, wrote: >> >> ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor >> >> fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 >> >> go error "Table 'rt3.ObjectCustomFields' doesn't exist" >> >> so I went and commented out the following, see below and proceed with the >> install with no other issues. >> >> Am wondering if there are any implications, issues or problems with this >> or is there a better way to fix this ? >> >> >> thanx! >> >> >> >> /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 < >> mysqlupgrade.sql >> Enter password: >> ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't >> exist >> >> >> root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql >> >> #ALTER TABLE ObjectCustomFields >> # ? DEFAULT CHARACTER SET utf8; >> #ALTER TABLE ObjectCustomFieldValues >> # ? DEFAULT CHARACTER SET utf8; >> >> >> >> -- >> >> >> >> Regards, >> >> Raymond Wong >> >> >> Personal motto: P.E.A.C.E >> Enjoy the present >> Assert your goals >> Champion peace >> Entrust others >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others From kagekonjou at gmail.com Tue Jul 28 15:35:12 2009 From: kagekonjou at gmail.com (Kage) Date: Tue, 28 Jul 2009 15:35:12 -0400 Subject: [rt-users] Migrating from Postgres to MySQL Message-ID: Well, basically, Postgres is seemingly a bucket of fail specifically for the RT system I maintain. We run RT/Postgres on a Ubuntu Hardy LTS virtual machine running 2 virtual CPUs and the KVM maximum of 2GB RAM, but Postgres ends up using so much in resources that it actually kills the entire KVM system on the virtual host. I know tuning of Postgres can fix this, but we've experienced issues with Postgres on many other virtual machines, leading us to believe that it may simply be an issue with Postgres not getting along well with KVM (which is a somewhat known issue). Ideally, I want to migrate my RT database from Postgres to MySQL, and preserve ALL data (tickets, attachments, links, everything). Is there an "guaranteed to work" method to do this that anyone knows of? Thanks! Specs: Postgres: 8.3 RT: 3.6.5 MySQL candidate on Hardy: 5.0.51a-3ubuntu5.4 Any help would be greatly appreciated. Thanks! -- ~ Kage http://vitund.com http://hackthissite.org From jrhett at netconsonance.com Tue Jul 28 15:54:51 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 28 Jul 2009 12:54:51 -0700 Subject: [rt-users] why is RTFM demanding CPAN? Message-ID: <96AF2413-84D4-4907-9C12-17C09F2BC9E0@netconsonance.com> I'm trying to install RTFM 2.4.2 and it's trying to set up all sorts of CPAN stuff. Why? I can tell you now that this isn't going to work. I'm only using a normal user account, and frankly I detest CPAN and the whole "screw up all the perl-based software on your system easily and automatically!" that is CPAN. If RTFM needs some perl modules, I will evaluate and install them one by one, carefully. Ad-hoc installs and upgrades only break things that have differing dependancies. I don't mind having to upgrade a different piece of software to resolve a version dependancy issue -- but i hate having it broken for me, before I am even aware there will be a problem. Auto-package- install is guaranteed failure unless you limit yourself to one perl- based software package per machine. In the next update, please make it possible for a person to not use CPAN. "make testdeps" should do the job just fine, thank you. You can have "make fixdeps" use CPAN -- I'll never run it, and that way people who want to swath/trash/destroy can do so at their leisure ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jul 28 15:57:57 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 28 Jul 2009 14:57:57 -0500 Subject: [rt-users] Virus Scanning of ticket attachments? In-Reply-To: References: Message-ID: <20090728195757.GS471@it.is.rice.edu> On Tue, Jul 28, 2009 at 02:59:25PM -0400, Johnathan Bell wrote: > Is there some Request Tracker extension/plugin that I can use to > automatically scan file attachments to tickets? I didn't see anything > on the mailing list archive, or the wiki. > > Thanks, > Johnathan > Maybe you could use a scrip to trigger the scan of the new attachment or use rt-crontool nightly to do the same? Cheers, Ken From jpierce at cambridgeenergyalliance.org Tue Jul 28 16:01:22 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 28 Jul 2009 16:01:22 -0400 Subject: [rt-users] Virus Scanning of ticket attachments? In-Reply-To: <20090728195757.GS471@it.is.rice.edu> References: <20090728195757.GS471@it.is.rice.edu> Message-ID: There are hooks for processing incoming messages see RT/Interface/Email/Filter/SpamAssassin.pm -- Cambridge Energy Alliance: Save money. Save the planet. From falcone at bestpractical.com Tue Jul 28 16:08:09 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 Jul 2009 16:08:09 -0400 Subject: [rt-users] why is RTFM demanding CPAN? In-Reply-To: <96AF2413-84D4-4907-9C12-17C09F2BC9E0@netconsonance.com> References: <96AF2413-84D4-4907-9C12-17C09F2BC9E0@netconsonance.com> Message-ID: <20090728200809.GL6159@jibsheet.com> On Tue, Jul 28, 2009 at 12:54:51PM -0700, Jo Rhett wrote: > I'm trying to install RTFM 2.4.2 and it's trying to set up all sorts of CPAN stuff. Why? I > can tell you now that this isn't going to work. I'm only using a normal user account, and > frankly I detest CPAN and the whole "screw up all the perl-based software on your system > easily and automatically!" that is CPAN. If RTFM needs some perl modules, I will evaluate and > install them one by one, carefully. Ad-hoc installs and upgrades only break things that have > differing dependancies. > I don't mind having to upgrade a different piece of software to resolve a version dependancy > issue -- but i hate having it broken for me, before I am even aware there will be a problem. > Auto-package-install is guaranteed failure unless you limit yourself to one perl-based > software package per machine. > In the next update, please make it possible for a person to not use CPAN. "make testdeps" > should do the job just fine, thank you. You can have "make fixdeps" use CPAN -- I'll never > run it, and that way people who want to swath/trash/destroy can do so at their leisure ;-) RTFM is a normal perl module, it does not have a make testdeps or make fixdeps action It sounds like when you ran perl Makefile.PL there were warnings about missing perl modules that you ignored, and RTFM is configured to run Module::AutoInstall. You can read the docs for that module and it talks about arguments to Makefile.PL that will simulate testdeps or fixdeps for you, and how to disable auto installation. -kevin From ruslan.zakirov at gmail.com Tue Jul 28 16:10:17 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 29 Jul 2009 00:10:17 +0400 Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist In-Reply-To: References: <589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> Message-ID: <589c94400907281310r4d06c286h9f9d8baa7df9725b@mail.gmail.com> Then you missed one step. You have to upgrade DB first from 3.2.2 to 3.7.89 first. It's `rt-setup-database --action update ...` command described in more details in UPGRADING.mysql and README files. On Tue, Jul 28, 2009 at 11:39 PM, wrote: > Hi Ruslan, > > > My apologies. ?I was upgrading from 3.2.2 > > > raymond > > > > On Tue, 28 Jul 2009, Ruslan Zakirov wrote: > >> Why do you even need mysqlupgrade.sql if it's fresh install? >> >> On Tue, Jul 28, 2009 at 10:13 PM, wrote: >>> >>> ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor >>> >>> fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 >>> >>> go error "Table 'rt3.ObjectCustomFields' doesn't exist" >>> >>> so I went and commented out the following, see below and proceed with the >>> install with no other issues. >>> >>> Am wondering if there are any implications, issues or problems with this >>> or is there a better way to fix this ? >>> >>> >>> thanx! >>> >>> >>> >>> /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 < >>> mysqlupgrade.sql >>> Enter password: >>> ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't >>> exist >>> >>> >>> root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql >>> >>> #ALTER TABLE ObjectCustomFields >>> # ? DEFAULT CHARACTER SET utf8; >>> #ALTER TABLE ObjectCustomFieldValues >>> # ? DEFAULT CHARACTER SET utf8; >>> >>> >>> >>> -- >>> >>> >>> >>> Regards, >>> >>> Raymond Wong >>> >>> >>> Personal motto: P.E.A.C.E >>> Enjoy the present >>> Assert your goals >>> Champion peace >>> Entrust others >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> >> > > -- > > > > Regards, > > Raymond Wong > > > Personal motto: P.E.A.C.E > Enjoy the present > Assert your goals > Champion peace > Entrust others -- Best regards, Ruslan. From ktm at rice.edu Tue Jul 28 15:51:00 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 28 Jul 2009 14:51:00 -0500 Subject: [rt-users] Migrating from Postgres to MySQL In-Reply-To: References: Message-ID: <20090728195100.GR471@it.is.rice.edu> On Tue, Jul 28, 2009 at 03:35:12PM -0400, Kage wrote: > Well, basically, Postgres is seemingly a bucket of fail specifically > for the RT system I maintain. We run RT/Postgres on a Ubuntu Hardy > LTS virtual machine running 2 virtual CPUs and the KVM maximum of 2GB > RAM, but Postgres ends up using so much in resources that it actually > kills the entire KVM system on the virtual host. I know tuning of > Postgres can fix this, but we've experienced issues with Postgres on > many other virtual machines, leading us to believe that it may simply > be an issue with Postgres not getting along well with KVM (which is a > somewhat known issue). Ideally, I want to migrate my RT database from > Postgres to MySQL, and preserve ALL data (tickets, attachments, links, > everything). Is there an "guaranteed to work" method to do this that > anyone knows of? Thanks! > > Specs: > Postgres: 8.3 > RT: 3.6.5 > MySQL candidate on Hardy: 5.0.51a-3ubuntu5.4 > > Any help would be greatly appreciated. Thanks! > > -- > ~ Kage > http://vitund.com > http://hackthissite.org Hi Kage, I have had trouble with VMs with any I/O bound system. Have you tested your system with MySQL? You may just be swapping one I/O problem for another. That being said, for anything but the most trivial of DBs, tuning your backend DB be it PostgreSQL, MySQL, Oracle,... is critical for getting good performance. Another data point, I have had a simple repeated file read of a DNS zone file for an XFER tank a VM. VMs work well for CPU intensive tasks with small amount of I/O. For any larger amount of I/O, using real storage is a must. Good luck with whichever backend you choose. A big plus for both the Oracle and PostgreSQL backend is the availability of full-text indexing which allows content and attachment searches to use an index and not take your DB with a full table scan. Regards, Ken From kagekonjou at gmail.com Tue Jul 28 16:12:55 2009 From: kagekonjou at gmail.com (Kage) Date: Tue, 28 Jul 2009 16:12:55 -0400 Subject: [rt-users] Migrating from Postgres to MySQL In-Reply-To: References: <20090728195100.GR471@it.is.rice.edu> Message-ID: (didn't do a reply-all, sorry if you get this twice, Ken) What, if any, performance gains exist by using an NFS mountpoint for the Postgres database within a virtual machine? ?In this case, I/O is not directly placed on the virtual disk (unless the actual "act" of I/O itself, regardless of what is being acted upon (virtual disk or not), is also an issue). ?Could this potentially yield any performance increase? Also, no, I have not tried MySQL yet with our RT setup. ?I'd like to move our database to MySQL to do some testing with that and gather realistic metrics of "here's our data in Postgres vs. MySQL". On Tue, Jul 28, 2009 at 3:51 PM, Kenneth Marshall wrote: > On Tue, Jul 28, 2009 at 03:35:12PM -0400, Kage wrote: >> Well, basically, Postgres is seemingly a bucket of fail specifically >> for the RT system I maintain. ?We run RT/Postgres on a Ubuntu Hardy >> LTS virtual machine running 2 virtual CPUs and the KVM maximum of 2GB >> RAM, but Postgres ends up using so much in resources that it actually >> kills the entire KVM system on the virtual host. ?I know tuning of >> Postgres can fix this, but we've experienced issues with Postgres on >> many other virtual machines, leading us to believe that it may simply >> be an issue with Postgres not getting along well with KVM (which is a >> somewhat known issue). ?Ideally, I want to migrate my RT database from >> Postgres to MySQL, and preserve ALL data (tickets, attachments, links, >> everything). ?Is there an "guaranteed to work" method to do this that >> anyone knows of? ?Thanks! >> >> Specs: >> Postgres: 8.3 >> RT: 3.6.5 >> MySQL candidate on Hardy: 5.0.51a-3ubuntu5.4 >> >> Any help would be greatly appreciated. ?Thanks! >> >> -- >> ~ Kage >> http://vitund.com >> http://hackthissite.org > > Hi Kage, > > I have had trouble with VMs with any I/O bound system. Have you > tested your system with MySQL? You may just be swapping one I/O > problem for another. That being said, for anything but the most > trivial of DBs, tuning your backend DB be it PostgreSQL, MySQL, > Oracle,... is critical for getting good performance. > > Another data point, I have had a simple repeated file read of a > DNS zone file for an XFER tank a VM. VMs work well for CPU intensive > tasks with small amount of I/O. For any larger amount of I/O, using > real storage is a must. Good luck with whichever backend you choose. > A big plus for both the Oracle and PostgreSQL backend is the > availability of full-text indexing which allows content and attachment > searches to use an index and not take your DB with a full table scan. > > Regards, > Ken -- ~ Kage http://vitund.com http://hackthissite.org From ruslan.zakirov at gmail.com Tue Jul 28 16:14:06 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 29 Jul 2009 00:14:06 +0400 Subject: [rt-users] Virus Scanning of ticket attachments? In-Reply-To: References: Message-ID: <589c94400907281314ga4cdd5ajcc10527cb8e9e289@mail.gmail.com> Hi Johnathan, I do think it's outside job. Install a hook before delivering into RT. On Tue, Jul 28, 2009 at 10:59 PM, Johnathan Bell wrote: > Is there some Request Tracker extension/plugin that I can use to > automatically scan file attachments to tickets? I didn't see anything > on the mailing list archive, or the wiki. > > Thanks, > Johnathan > > -- > Johnathan Bell > Internet System Administrator, Baker College > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Tue Jul 28 15:49:17 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 28 Jul 2009 21:49:17 +0200 Subject: [rt-users] Virus Scanning of ticket attachments? In-Reply-To: References: Message-ID: Hi Jonathan,i think virus scanning should be done infront of RT, not inside RT! Your Wordprocessor will also not scan a document for viruses?!? Torsten 2009/7/28 Johnathan Bell > Is there some Request Tracker extension/plugin that I can use to > automatically scan file attachments to tickets? I didn't see anything > on the mailing list archive, or the wiki. > > Thanks, > Johnathan > > -- > Johnathan Bell > Internet System Administrator, Baker College > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Tue Jul 28 16:28:40 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 28 Jul 2009 13:28:40 -0700 Subject: [rt-users] why is RTFM demanding CPAN? In-Reply-To: <20090728200809.GL6159@jibsheet.com> References: <96AF2413-84D4-4907-9C12-17C09F2BC9E0@netconsonance.com> <20090728200809.GL6159@jibsheet.com> Message-ID: On Jul 28, 2009, at 1:08 PM, Kevin Falcone wrote: > It sounds like when you ran perl Makefile.PL there were warnings about > missing perl modules that you ignored, and RTFM is configured to run > Module::AutoInstall. Nope. It couldn't find the RT root, but I supplied that and then it started running autoinstall. [rtweb at kininvie ~/src/RTFM-2.4.2]$ perl -f Makefile.PL Cannot determine author info from lib/RT/FM.pm Cannot determine license info from lib/RT/FM.pm Cannot find the location of RT.pm that defines $RT::LocalPath in: inc / usr/local/lib/perl5/5.8.8/BSDPAN /usr/local/lib/perl5/site_perl/5.8.8/ mach /usr/local/lib/perl5/site_perl/5.8.8 /usr/local/lib/perl5/ site_perl /usr/local/lib/perl5/5.8.8/mach /usr/local/lib/ perl5/5.8.8 . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib / usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/ lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm: /u/rtweb/rt38/lib Using RT configuration from /u/rtweb/rt38/lib/RT.pm: ./bin => /d/u/rtweb/rt38/local/plugins/RT-FM/bin ./etc => /d/u/rtweb/rt38/local/plugins/RT-FM/etc ./html => /d/u/rtweb/rt38/local/plugins/RT-FM/html ./lib => /d/u/rtweb/rt38/local/plugins/RT-FM/lib ./po => /d/u/rtweb/rt38/local/plugins/RT-FM/po ./sbin => /d/u/rtweb/rt38/local/plugins/RT-FM/sbin For first-time installation, type 'make initdb'. Cannot determine author info from lib/RT/FM.pm *** Module::AutoInstall version 1.03 *** Checking for Perl dependencies... > You can read the docs for that module and it > talks about arguments to Makefile.PL that will simulate testdeps or > fixdeps for you, and how to disable auto installation. Ah yes, Perldoc. The greatest way to hide your documentation, so it can only be read via less on the original doc. [rtweb at kininvie ~/src/RTFM-2.4.2]$ find . -name AutoInstall.pm ./inc/Module/AutoInstall.pm ./inc/Module/Install/AutoInstall.pm [rtweb at kininvie ~/src/RTFM-2.4.2]$ perldoc inc/Module/AutoInstall.pm No documentation found for "inc/Module/AutoInstall.pm". [rtweb at kininvie ~/src/RTFM-2.4.2]$ perldoc inc/Module/Install/ AutoInstall.pm No documentation found for "inc/Module/Install/AutoInstall.pm". -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jul 28 16:56:08 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 28 Jul 2009 15:56:08 -0500 Subject: [rt-users] Migrating from Postgres to MySQL In-Reply-To: References: <20090728195100.GR471@it.is.rice.edu> Message-ID: <20090728205608.GU471@it.is.rice.edu> Kage, The main advantage is gained by avoiding I/O through the virtual disk. The layout of the virtual disk tends to turn most I/O into random I/O, even I/O that starts as sequential. The factor of 10 performance difference between random/sequential I/O causes the majority of the performance problem. I have not had personal experience with using an NFS mount point to run a database so I cannot really comment on that. Good luck with your evaluation. Cheers, Ken On Tue, Jul 28, 2009 at 04:12:55PM -0400, Kage wrote: > (didn't do a reply-all, sorry if you get this twice, Ken) > > What, if any, performance gains exist by using an NFS mountpoint for > the Postgres database within a virtual machine? ?In this case, I/O is > not directly placed on the virtual disk (unless the actual "act" of > I/O itself, regardless of what is being acted upon (virtual disk or > not), is also an issue). ?Could this potentially yield any performance > increase? > > Also, no, I have not tried MySQL yet with our RT setup. ?I'd like to > move our database to MySQL to do some testing with that and gather > realistic metrics of "here's our data in Postgres vs. MySQL". > > On Tue, Jul 28, 2009 at 3:51 PM, Kenneth Marshall wrote: > > On Tue, Jul 28, 2009 at 03:35:12PM -0400, Kage wrote: > >> Well, basically, Postgres is seemingly a bucket of fail specifically > >> for the RT system I maintain. ?We run RT/Postgres on a Ubuntu Hardy > >> LTS virtual machine running 2 virtual CPUs and the KVM maximum of 2GB > >> RAM, but Postgres ends up using so much in resources that it actually > >> kills the entire KVM system on the virtual host. ?I know tuning of > >> Postgres can fix this, but we've experienced issues with Postgres on > >> many other virtual machines, leading us to believe that it may simply > >> be an issue with Postgres not getting along well with KVM (which is a > >> somewhat known issue). ?Ideally, I want to migrate my RT database from > >> Postgres to MySQL, and preserve ALL data (tickets, attachments, links, > >> everything). ?Is there an "guaranteed to work" method to do this that > >> anyone knows of? ?Thanks! > >> > >> Specs: > >> Postgres: 8.3 > >> RT: 3.6.5 > >> MySQL candidate on Hardy: 5.0.51a-3ubuntu5.4 > >> > >> Any help would be greatly appreciated. ?Thanks! > >> > >> -- > >> ~ Kage > >> http://vitund.com > >> http://hackthissite.org > > > > Hi Kage, > > > > I have had trouble with VMs with any I/O bound system. Have you > > tested your system with MySQL? You may just be swapping one I/O > > problem for another. That being said, for anything but the most > > trivial of DBs, tuning your backend DB be it PostgreSQL, MySQL, > > Oracle,... is critical for getting good performance. > > > > Another data point, I have had a simple repeated file read of a > > DNS zone file for an XFER tank a VM. VMs work well for CPU intensive > > tasks with small amount of I/O. For any larger amount of I/O, using > > real storage is a must. Good luck with whichever backend you choose. > > A big plus for both the Oracle and PostgreSQL backend is the > > availability of full-text indexing which allows content and attachment > > searches to use an index and not take your DB with a full table scan. > > > > Regards, > > Ken > > -- > ~ Kage > http://vitund.com > http://hackthissite.org > From jrhett at netconsonance.com Tue Jul 28 18:45:20 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 28 Jul 2009 15:45:20 -0700 Subject: [rt-users] why is RTFM demanding CPAN? In-Reply-To: References: <96AF2413-84D4-4907-9C12-17C09F2BC9E0@netconsonance.com> <20090728200809.GL6159@jibsheet.com> Message-ID: On Jul 28, 2009, at 1:28 PM, Jo Rhett wrote: >> You can read the docs for that module and it >> talks about arguments to Makefile.PL that will simulate testdeps or >> fixdeps for you, and how to disable auto installation. > > Ah yes, Perldoc. The greatest way to hide your documentation, so it > can only be read via less on the original doc. Or even better -- waste your time. There's no documentation in these modules. There's no documentation on CPAN either. Where exactly can one find docs for the module? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From hdp.rt.users at weftsoar.net Tue Jul 28 19:14:28 2009 From: hdp.rt.users at weftsoar.net (Hans Dieter Pearcey) Date: Tue, 28 Jul 2009 19:14:28 -0400 Subject: [rt-users] why is RTFM demanding CPAN? In-Reply-To: References: <96AF2413-84D4-4907-9C12-17C09F2BC9E0@netconsonance.com> <20090728200809.GL6159@jibsheet.com> Message-ID: <20090728231428.GY15151@glaive.weftsoar.net> On Tue, Jul 28, 2009 at 03:45:20PM -0700, Jo Rhett wrote: > Or even better -- waste your time. There's no documentation in these > modules. There's no documentation on CPAN either. > > Where exactly can one find docs for the module? Kevin's message didn't say "look in inc and run perldoc on whatever you find", it said to read the documentation for Module::AutoInstall. Lo and behold: http://search.cpan.org/~adamk/Module-Install-0.91/lib/Module/AutoInstall.pm Documentation. hdp. From jrhett at netconsonance.com Tue Jul 28 19:36:43 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 28 Jul 2009 16:36:43 -0700 Subject: [rt-users] RTFM make initdb needs superuser rights to assign ACLs Message-ID: Make initdb fails. It seems to want to assign rights, which would require an admin login not the user login. $ /usr/bin/perl -Ilib -I/d/u/rtweb/rt38/local/lib -I/u/rtweb/rt38/lib / d/u/rtweb/rt38/sbin/rt-setup-database --action acl --datadir etc --dba rtweb_tickets --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as rtweb_tickets Please specify that user's database password below. If the user has no database password, just press return. Password: (snip) Now inserting database ACLs Granting access to rtweb_tickets@'localhost' on rtweb_tickets. DBD::mysql::st execute failed: Access denied for user 'rtweb_tickets'@'localhost' to database 'mysql' at /d/u/rtweb/rt38/ sbin/../lib/RT/Handle.pm line 430, line 1. DBD::mysql::st execute failed: Access denied for user 'rtweb_tickets'@'localhost' to database 'mysql' at /d/u/rtweb/rt38/ sbin/../lib/RT/Handle.pm line 430, line 1. Changing the command line to use the admin login solved this: $ /usr/bin/perl -Ilib -I/d/u/rtweb/rt38/local/lib -I/u/rtweb/rt38/lib / d/u/rtweb/rt38/sbin/rt-setup-database --action acl --datadir etc --dba root --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rtweb_tickets User: rtweb_tickets DBA: root Now inserting database ACLs Granting access to rtweb_tickets@'localhost' on rtweb_tickets. Done. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Tue Jul 28 20:03:20 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 28 Jul 2009 17:03:20 -0700 Subject: [rt-users] why is RTFM demanding CPAN? In-Reply-To: <20090728231428.GY15151@glaive.weftsoar.net> References: <96AF2413-84D4-4907-9C12-17C09F2BC9E0@netconsonance.com> <20090728200809.GL6159@jibsheet.com> <20090728231428.GY15151@glaive.weftsoar.net> Message-ID: <31ABA01F-EDD2-4947-9AA6-2C78500CF8A9@netconsonance.com> On Jul 28, 2009, at 4:14 PM, Hans Dieter Pearcey wrote: > Kevin's message didn't say "look in inc and run perldoc on whatever > you find", > it said to read the documentation for Module::AutoInstall. Lo and > behold: > > http://search.cpan.org/~adamk/Module-Install-0.91/lib/Module/AutoInstall.pm > > Documentation. Hm. And when I google the module this link isn't on the first page of 30 results. I'm sorry, but "read the docs" is a pretty nasty reply if the docs aren't anywhere one would expect to find them. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From sartak at bestpractical.com Tue Jul 28 20:02:56 2009 From: sartak at bestpractical.com (Shawn M Moore) Date: Tue, 28 Jul 2009 20:02:56 -0400 Subject: [rt-users] why is RTFM demanding CPAN? In-Reply-To: <31ABA01F-EDD2-4947-9AA6-2C78500CF8A9@netconsonance.com> References: <96AF2413-84D4-4907-9C12-17C09F2BC9E0@netconsonance.com> <20090728200809.GL6159@jibsheet.com> <20090728231428.GY15151@glaive.weftsoar.net> <31ABA01F-EDD2-4947-9AA6-2C78500CF8A9@netconsonance.com> Message-ID: <20090729000256.GL25926@bestpractical.com> On Tue, Jul 28, 2009 at 05:03:20PM -0700, Jo Rhett wrote: > On Jul 28, 2009, at 4:14 PM, Hans Dieter Pearcey wrote: > >http://search.cpan.org/~adamk/Module-Install-0.91/lib/Module/AutoInstall.pm > > > >Documentation. > > > Hm. And when I google the module this link isn't on the first page of > 30 results. I googled for Module::AutoInstall and it was the very first hit. It's a different URL but it gets you to the same place. > I'm sorry, but "read the docs" is a pretty nasty reply if the docs > aren't anywhere one would expect to find them. Module::Install strips its own documentation from the bundled copy to save space. Shawn From jrhett at netconsonance.com Tue Jul 28 20:09:33 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 28 Jul 2009 17:09:33 -0700 Subject: [rt-users] RTFM installation documentation loop/catch-22 Message-ID: <5C41F07F-5F9F-4D45-989F-A7549CEA15C8@netconsonance.com> So I'm trying to create an Article in RTFM. Got a class. No Content. After searching around I learn that you don't get a Body field without a custom field. And yeah, the manual says that too -- several pages farther down than were it instructs you on how to create the article. So I create a custom field. And enable it. And try to associate it with the class. Except the class can't find it. Going back to Custom Fields, it doesn't show in the list either unless I check the box labeled "Include disabled custom fields". Except that this is not disabled. So I disable it. Doesn't show. I re-enable it, it still doesn't show. I finally determined that you have to set "Type:" to "RTFM Article". This is not mentioned in the documentation at all, but is clearly a required step. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From duncan at ecs.vuw.ac.nz Wed Jul 29 01:20:13 2009 From: duncan at ecs.vuw.ac.nz (Duncan McEwan) Date: Wed, 29 Jul 2009 17:20:13 +1200 Subject: [rt-users] Query Regarding Upgrade to 3.8.4 Message-ID: <200907290520.n6T5KDXs016302@shed11.ecs.vuw.ac.nz> Hi, I recently upgraded our RT installation from 3.8.1 to 3.8.4. The upgrade seemed to go fine, and as far as I can see everything is working well. But I have a query relating to the upgrade script etc/upgrade/3.8.4/content. We do use Ruslan's RT-Action-NotifyGroup extension (version 0.2) and so I'd like to know what effect this upgrade script has on our database. As far as I could see from examining the ScripActions table before and after running the upgrade script (using rt-setup-database), it made no change. Both before and after the script was run, the Argument value for each NotifyGroup or NotifyGroupAsComment action was the numeric id of the appropriate group from the Groups table. Is this what they are supposed to be? I tried to understand what the upgrade script is doing, but I got lost on the call to Storable::thaw($arg). I'm not sure why it is trying to thaw the value of $arg, when I can't see how that variable would contain something previously returned by Storable::freeze(). In fact I can't see anywhere that $arg is set, so I was wondering whether that was a typo and it should actually be $argument, which *is* set three lines earlier. On the off-chance, I tried changing $arg to $argument and rerunning the script (on a test database!) but it still had no (apparent) effect. It's quite likely that I'm missing something obvious here. Any assistance with what this upgrade script is trying to achieve, and whether or not the current values for the Arguments for those actions in our database seem correct would be much appreciated. Thanks, Duncan From ruslan.zakirov at gmail.com Wed Jul 29 06:44:34 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 29 Jul 2009 14:44:34 +0400 Subject: [rt-users] Query Regarding Upgrade to 3.8.4 In-Reply-To: <200907290520.n6T5KDXs016302@shed11.ecs.vuw.ac.nz> References: <200907290520.n6T5KDXs016302@shed11.ecs.vuw.ac.nz> Message-ID: <589c94400907290344i69856455s8bf0b31b44f61d3e@mail.gmail.com> On Wed, Jul 29, 2009 at 9:20 AM, Duncan McEwan wrote: > Hi, > > I recently upgraded our RT installation from 3.8.1 to 3.8.4. ?The upgrade > seemed to go fine, and as far as I can see everything is working well. > > But I have a query relating to the upgrade script etc/upgrade/3.8.4/content. > > We do use Ruslan's RT-Action-NotifyGroup extension (version 0.2) and so > I'd like to know what effect this upgrade script has on our database. Do you know that this extension is part of RT 3.8? If you have extension installed from the CPAN as well then most probably CPAN version will mask RT's version which has been updated. RT's version has new features, for example it allow you to use non-user email address, user name, user email, group name or numeric id in the argument. With these changes it's really easier to use this action with rt-crontool. > As far as I could see from examining the ScripActions table before and > after running the upgrade script (using rt-setup-database), it made no > change. ?Both before and after the script was run, the Argument value > for each NotifyGroup or NotifyGroupAsComment action was the numeric id > of the appropriate group from the Groups table. > > Is this what they are supposed to be? Yes. This script converts very old format of argument string to the current. Probably nobody has arguments in this format anymore. Also, in old version any separator of ids was allowed, but now it's only comma. > I tried to understand what the upgrade script is doing, but I got lost > on the call to Storable::thaw($arg). ?I'm not sure why it is trying to > thaw the value of $arg, when I can't see how that variable would contain > something previously returned by Storable::freeze(). > > In fact I can't see anywhere that $arg is set, so I was wondering whether > that was a typo and it should actually be $argument, which *is* set three > lines earlier. ?On the off-chance, I tried changing $arg to $argument and > rerunning the script (on a test database!) but it still had no (apparent) > effect. Oh, you're right about argument vs arg. Going to change that, but you shouldn't worry. Hope nobody has that old format used. > It's quite likely that I'm missing something obvious here. > > Any assistance with what this upgrade script is trying to achieve, and > whether or not the current values for the Arguments for those actions > in our database seem correct would be much appreciated. Comma separated list of ids is perfectly good argument. > > Thanks, > > Duncan > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 fooraide at gmail.com Wed Jul 29 07:58:46 2009 From: fooraide at gmail.com (David) Date: Wed, 29 Jul 2009 07:58:46 -0400 Subject: [rt-users] SimpleSearch excludes resolved results Message-ID: Hello, I am aware of the patches offered here: http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved Now, I am referring to the the following thread: http://lists.bestpractical.com/pipermail/rt-users/2008-September/053928.html I was curious to know if the feature/patch discussed by Jesse and the community was somewhere in the development tree ? Thanks, From nesius at gmail.com Wed Jul 29 10:10:12 2009 From: nesius at gmail.com (Robert Nesius) Date: Wed, 29 Jul 2009 09:10:12 -0500 Subject: [rt-users] Migrating from Postgres to MySQL In-Reply-To: <20090728205608.GU471@it.is.rice.edu> References: <20090728195100.GR471@it.is.rice.edu> <20090728205608.GU471@it.is.rice.edu> Message-ID: On Tue, Jul 28, 2009 at 3:56 PM, Kenneth Marshall wrote: > Kage, > > The main advantage is gained by avoiding I/O through the virtual > disk. The layout of the virtual disk tends to turn most I/O into > random I/O, even I/O that starts as sequential. The factor of > 10 performance difference between random/sequential I/O causes > the majority of the performance problem. I have not had personal > experience with using an NFS mount point to run a database so I > cannot really comment on that. Good luck with your evaluation. > You're trading head-seeking latencies for network latencies, and those are almost certainly higher. Hosting your database server binaries and such forth in NFS is possible, though again, not optimal both from a performance and risk standpoint (NFS server drops, your DB binaries vanish, your DB server drops even though the machine hosting it was fine). I think hosting databases in NFS can cause serious problems - I seem to remember older versions of mysql wouldn't support that. I don't know if newer ones do...but I do know in the *very large* IT environment I worked in, all database servers hosted the DBs on their local disks or in filesystems hosted on disks (SANS?) attached via fibre-channel. Could solid-state drives side-step the random-access issue with virtualization, or at least make it suck less? Based on how many people I know who have said "Wow, my SSD died. I thought those were supposed to be more reliable?" ... I wouldn't bet my service uptime on it. ;) -Rob -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jul 29 12:24:08 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jul 2009 12:24:08 -0400 Subject: [rt-users] SimpleSearch excludes resolved results In-Reply-To: References: Message-ID: <20090729162408.GM6159@jibsheet.com> On Wed, Jul 29, 2009 at 07:58:46AM -0400, David wrote: > I am aware of the patches offered here: > http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved > > Now, I am referring to the the following thread: > http://lists.bestpractical.com/pipermail/rt-users/2008-September/053928.html > > I was curious to know if the feature/patch discussed by Jesse and the > community was somewhere in the development tree ? Nothing has hit the repo at this time, you can look at the history here: http://github.com/bestpractical/rt/commits/3.8-trunk/lib/RT/Search/Googleish.pm -kevin From raymond at pilotsupplies.com Wed Jul 29 13:21:40 2009 From: raymond at pilotsupplies.com (raymond at pilotsupplies.com) Date: Wed, 29 Jul 2009 10:21:40 -0700 (PDT) Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist In-Reply-To: <589c94400907281310r4d06c286h9f9d8baa7df9725b@mail.gmail.com> References: <589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> <589c94400907281310r4d06c286h9f9d8baa7df9725b@mail.gmail.com> Message-ID: Hi, Thank you for the suggestion. I'll give that a shot. This is a migration from an old box running 3.2.2 to a new server which is rt 3.8.4 fresh install. Will I need to do "make upgrade" as indicated in the 3.8.4 README file? I am exporting rt 3.2.2 db on old server and importing to the new server running rt 3.8.4 mysql -u root -p rt3 < oldrt3.2.2.db.sql raymond On Wed, 29 Jul 2009, Ruslan Zakirov wrote: > Then you missed one step. You have to upgrade DB first from 3.2.2 to > 3.7.89 first. It's `rt-setup-database --action update ...` command > described in more details in UPGRADING.mysql and README files. > > On Tue, Jul 28, 2009 at 11:39 PM, wrote: >> Hi Ruslan, >> >> >> My apologies. ?I was upgrading from 3.2.2 >> >> >> raymond >> >> >> >> On Tue, 28 Jul 2009, Ruslan Zakirov wrote: >> >>> Why do you even need mysqlupgrade.sql if it's fresh install? >>> >>> On Tue, Jul 28, 2009 at 10:13 PM, wrote: >>>> >>>> ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor >>>> >>>> fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 >>>> >>>> go error "Table 'rt3.ObjectCustomFields' doesn't exist" >>>> >>>> so I went and commented out the following, see below and proceed with the >>>> install with no other issues. >>>> >>>> Am wondering if there are any implications, issues or problems with this >>>> or is there a better way to fix this ? >>>> >>>> >>>> thanx! >>>> >>>> >>>> >>>> /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 < >>>> mysqlupgrade.sql >>>> Enter password: >>>> ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't >>>> exist >>>> >>>> >>>> root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql >>>> >>>> #ALTER TABLE ObjectCustomFields >>>> # ? DEFAULT CHARACTER SET utf8; >>>> #ALTER TABLE ObjectCustomFieldValues >>>> # ? DEFAULT CHARACTER SET utf8; >>>> >>>> >>>> >>>> -- >>>> >>>> >>>> >>>> Regards, >>>> >>>> Raymond Wong >>>> >>>> >>>> Personal motto: P.E.A.C.E >>>> Enjoy the present >>>> Assert your goals >>>> Champion peace >>>> Entrust others >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> >>> >>> >> >> -- >> >> >> >> Regards, >> >> Raymond Wong >> >> >> Personal motto: P.E.A.C.E >> Enjoy the present >> Assert your goals >> Champion peace >> Entrust others > > > > -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others From matt at corp.spry.com Wed Jul 29 13:26:54 2009 From: matt at corp.spry.com (Matt Simerson) Date: Wed, 29 Jul 2009 10:26:54 -0700 Subject: [rt-users] Migrating from Postgres to MySQL In-Reply-To: References: <20090728195100.GR471@it.is.rice.edu> <20090728205608.GU471@it.is.rice.edu> Message-ID: <4D8DB702-3268-4E11-BE3A-E2FADB84948E@spry.com> On Jul 29, 2009, at 7:10 AM, Robert Nesius wrote: > On Tue, Jul 28, 2009 at 3:56 PM, Kenneth Marshall > wrote: > Kage, > > The main advantage is gained by avoiding I/O through the virtual > disk. The layout of the virtual disk tends to turn most I/O into > random I/O, even I/O that starts as sequential. The factor of > 10 performance difference between random/sequential I/O causes > the majority of the performance problem. I have not had personal > experience with using an NFS mount point to run a database so I > cannot really comment on that. Good luck with your evaluation. > > You're trading head-seeking latencies for network latencies, No. If this were a standard host environment, that would be true. But in a virtual environment, there is the overhead of the disk create/ maintenance/update processes of the virtualization engine which multiply the overhead of the disk. Just run a disk benchmarking utility inside a VE running under any platform that uses disk images (vmware, xen, parallels, etc...) and then run those same tests on the host node. The difference in performance is often an order of magnitude slower for the virtual disks. Contrast that with NFS performance, which has a small fixed overhead imposed by the network (even smaller if you use jumbo frames). If you were using a platform with a robust NFS implementation (Solaris, FreeBSD), I'd put money on the database performing better on NFS than inside most virtual machines. If you're using NFS with Linux, you will certainly have performance issues that you won't be able to get past. If the virtualization environment provides raw disk access to the VE, my bet is off. Examples of virtualization platforms that [can] do this are FreeBSD jails and Linux OpenVZ. On several occasions, I have built VEs for MySQL and mounted a dedicated partition in the VE. Assuming you've given adequate resources to the DB VE, that works as well as a dedicated machine. When I arrived at my current position, the SA team had put the databases into the VEs that needed them, along with the apps that accessed them. Despite having 6 servers to spread the load across, they had recurring database performance issues (a few times a week), particularly with RT. I resolved all the DB issues by building a dedicated machine with 4 disks (two battery backed RAID-1 mirrors) all the databases to it. The databases have dedicated spindles as does the OS & logging. Despite the resistance to the "all our DB eggs in one basket approach," the wisdom of that choice is now plainly evident. All the performance problems went away and haven't returned. > and those are almost certainly higher. Hosting your database server > binaries and such forth in NFS is possible, though again, not > optimal both from a performance and risk standpoint (NFS server > drops, your DB binaries vanish, your DB server drops even though the > machine hosting it was fine). That's not how NFS works. If the NFS server vanishes, the NFS client hangs and waits for it to return. That is a design feature of NFS. The consistency of the databases is entirely dependency on the disk subsystem of the file server. > I think hosting databases in NFS can cause serious problems - I seem > to remember older versions of mysql wouldn't support that. I don't > know if newer ones do...but I do know in the very large IT > environment I worked in, all database servers hosted the DBs on > their local disks or in filesystems hosted on disks (SANS?) attached > via fibre-channel. I would never host a database server on anything but RAID protected disks with block level access (ie, local disks, iSCSI, etc). Database engines have been explicitly designed and optimized for this type of disk backend. That is starting to change, as a few new DB engines that are designed for network storage (like SimpleDB). But none I know of are production-ready. > Could solid-state drives side-step the random-access issue with > virtualization, or at least make it suck less? Haven't tried it yet, but my guess is no. However, I have put databases on SSD disks with excellent results. > Based on how many people I know who have said "Wow, my SSD died. I > thought those were supposed to be more reliable?" ... I wouldn't bet > my service uptime on it. ;) There's this thing called RAID, that protects against disk failures.... It works quite well with SSD disks and delivers performance numbers for a couple thousand bucks that would otherwise take a $150,000+ SAN. Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Jul 29 13:27:40 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 29 Jul 2009 21:27:40 +0400 Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist In-Reply-To: References: <589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> <589c94400907281310r4d06c286h9f9d8baa7df9725b@mail.gmail.com> Message-ID: <589c94400907291027hff2c764o176015f002766168@mail.gmail.com> On Wed, Jul 29, 2009 at 9:21 PM, wrote: > Hi, > > Thank you for the suggestion. > > I'll give that a shot. This is a migration from an old box running 3.2.2 to > a ?new server which is rt 3.8.4 fresh install. ?Will I need to do "make > upgrade" as indicated in the 3.8.4 README file? Nope, you run `make install` instead of `make upgrade` as you have no RT files on new server. > I am exporting rt 3.2.2 db on old server and importing to the new server > running rt 3.8.4 Don't forget to using --default-charset=binary, both on export and import. Check exact syntax in mysql's docs. It's important or you can break every binary attachment. > > > mysql -u root -p rt3 < oldrt3.2.2.db.sql mysql --default-charset=binary -u root -p rt3 < oldrt3.2.2.db.sql > > > > raymond > > > > > > On Wed, 29 Jul 2009, Ruslan Zakirov wrote: > >> Then you missed one step. You have to upgrade DB first from 3.2.2 to >> 3.7.89 first. It's `rt-setup-database --action update ...` command >> described in more details in UPGRADING.mysql and README files. >> >> On Tue, Jul 28, 2009 at 11:39 PM, wrote: >>> >>> Hi Ruslan, >>> >>> >>> My apologies. ?I was upgrading from 3.2.2 >>> >>> >>> raymond >>> >>> >>> >>> On Tue, 28 Jul 2009, Ruslan Zakirov wrote: >>> >>>> Why do you even need mysqlupgrade.sql if it's fresh install? >>>> >>>> On Tue, Jul 28, 2009 at 10:13 PM, wrote: >>>>> >>>>> ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor >>>>> >>>>> fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 >>>>> >>>>> go error "Table 'rt3.ObjectCustomFields' doesn't exist" >>>>> >>>>> so I went and commented out the following, see below and proceed with >>>>> the >>>>> install with no other issues. >>>>> >>>>> Am wondering if there are any implications, issues or problems with >>>>> this >>>>> or is there a better way to fix this ? >>>>> >>>>> >>>>> thanx! >>>>> >>>>> >>>>> >>>>> /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 < >>>>> mysqlupgrade.sql >>>>> Enter password: >>>>> ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't >>>>> exist >>>>> >>>>> >>>>> root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql >>>>> >>>>> #ALTER TABLE ObjectCustomFields >>>>> # ? DEFAULT CHARACTER SET utf8; >>>>> #ALTER TABLE ObjectCustomFieldValues >>>>> # ? DEFAULT CHARACTER SET utf8; >>>>> >>>>> >>>>> >>>>> -- >>>>> >>>>> >>>>> >>>>> Regards, >>>>> >>>>> Raymond Wong >>>>> >>>>> >>>>> Personal motto: P.E.A.C.E >>>>> Enjoy the present >>>>> Assert your goals >>>>> Champion peace >>>>> Entrust others >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>> Buy a copy at http://rtbook.bestpractical.com >>>>> >>>> >>>> >>>> >>>> >>> >>> -- >>> >>> >>> >>> Regards, >>> >>> Raymond Wong >>> >>> >>> Personal motto: P.E.A.C.E >>> Enjoy the present >>> Assert your goals >>> Champion peace >>> Entrust others >> >> >> >> > > -- > > > > Regards, > > Raymond Wong > > > Personal motto: P.E.A.C.E > Enjoy the present > Assert your goals > Champion peace > Entrust others -- Best regards, Ruslan. From william.graboyes at theportalgrp.com Wed Jul 29 13:44:51 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Wed, 29 Jul 2009 10:44:51 -0700 Subject: [rt-users] Migrating from Postgres to MySQL In-Reply-To: <4D8DB702-3268-4E11-BE3A-E2FADB84948E@spry.com> References: <20090728195100.GR471@it.is.rice.edu> <20090728205608.GU471@it.is.rice.edu> <4D8DB702-3268-4E11-BE3A-E2FADB84948E@spry.com> Message-ID: <8a5c3dac0907291044m68462a7bt351d99836556f712@mail.gmail.com> Hi Matt, Raid is not the end-all be-all for disk safety, especially when you step into terabyte class computing, sorry I am taking this a bit off topic. While RAID has it's bonuses, there are drawbacks as well, take your standard RAID 5 setup, 4 Disks, 3 active, 1 Hot Spare. Now lets say that Disk number 2 decided it was going to release it's smoke to the world (never a good thing), now your array is still alive and it is starting to rebuild onto disk 4 to make up for the death of disk 2. During the rebuild process Disk 1 comes across a bad sector, poof, your data is gone. Just a word of warning, don't put all your data safety eggs into the RAID basket. Otherwise I agree that running via NFS from a virtualized server would probably have perfromance gains over running in the virtual invironment. Thanks, Bill On Wed, Jul 29, 2009 at 10:26 AM, Matt Simerson wrote: > > On Jul 29, 2009, at 7:10 AM, Robert Nesius wrote: > > On Tue, Jul 28, 2009 at 3:56 PM, Kenneth Marshall wrote: > >> Kage, >> >> The main advantage is gained by avoiding I/O through the virtual >> disk. The layout of the virtual disk tends to turn most I/O into >> random I/O, even I/O that starts as sequential. The factor of >> 10 performance difference between random/sequential I/O causes >> the majority of the performance problem. I have not had personal >> experience with using an NFS mount point to run a database so I >> cannot really comment on that. Good luck with your evaluation. >> > > You're trading head-seeking latencies for network latencies, > > > No. > > If this were a standard host environment, that would be true. But in a > virtual environment, there is the overhead of the disk > create/maintenance/update processes of the virtualization engine which > multiply the overhead of the disk. Just run a disk benchmarking utility > inside a VE running under any platform that uses disk images (vmware, xen, > parallels, etc...) and then run those same tests on the host node. The > difference in performance is often an order of magnitude slower for the > virtual disks. > > Contrast that with NFS performance, which has a small fixed overhead > imposed by the network (even smaller if you use jumbo frames). If you were > using a platform with a robust NFS implementation (Solaris, FreeBSD), I'd > put money on the database performing better on NFS than inside most virtual > machines. If you're using NFS with Linux, you will certainly have > performance issues that you won't be able to get past. > > If the virtualization environment provides raw disk access to the VE, my > bet is off. Examples of virtualization platforms that [can] do this are > FreeBSD jails and Linux OpenVZ. On several occasions, I have built VEs for > MySQL and mounted a dedicated partition in the VE. Assuming you've given > adequate resources to the DB VE, that works as well as a dedicated machine. > > When I arrived at my current position, the SA team had put the databases > into the VEs that needed them, along with the apps that accessed them. > Despite having 6 servers to spread the load across, they had recurring > database performance issues (a few times a week), particularly with RT. I > resolved all the DB issues by building a dedicated machine with 4 disks (two > battery backed RAID-1 mirrors) all the databases to it. The databases have > dedicated spindles as does the OS & logging. Despite the resistance to the > "all our DB eggs in one basket approach," the wisdom of that choice is now > plainly evident. All the performance problems went away and haven't > returned. > > and those are almost certainly higher. Hosting your database server > binaries and such forth in NFS is possible, though again, not optimal both > from a performance and risk standpoint (NFS server drops, your DB binaries > vanish, your DB server drops even though the machine hosting it was fine). > > > That's not how NFS works. If the NFS server vanishes, the NFS client hangs > and waits for it to return. That is a design feature of NFS. The consistency > of the databases is entirely dependency on the disk subsystem of the file > server. > > I think hosting databases in NFS can cause serious problems - I seem to > remember older versions of mysql wouldn't support that. I don't know if > newer ones do...but I do know in the *very large* IT environment I worked > in, all database servers hosted the DBs on their local disks or in > filesystems hosted on disks (SANS?) attached via fibre-channel. > > > I would never host a database server on anything but RAID protected disks > with block level access (ie, local disks, iSCSI, etc). Database engines have > been explicitly designed and optimized for this type of disk backend. That > is starting to change, as a few new DB engines that are designed for network > storage (like SimpleDB). But none I know of are production-ready. > > Could solid-state drives side-step the random-access issue with > virtualization, or at least make it suck less? > > > Haven't tried it yet, but my guess is no. However, I have put databases on > SSD disks with excellent results. > > Based on how many people I know who have said "Wow, my SSD died. I thought > those were supposed to be more reliable?" ... I wouldn't bet my service > uptime on it. ;) > > > There's this thing called RAID, that protects against disk failures.... It > works quite well with SSD disks and delivers performance numbers for a > couple thousand bucks that would otherwise take a $150,000+ SAN. > > Matt > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt at corp.spry.com Wed Jul 29 14:30:54 2009 From: matt at corp.spry.com (Matt Simerson) Date: Wed, 29 Jul 2009 11:30:54 -0700 Subject: [rt-users] Migrating from Postgres to MySQL In-Reply-To: <8a5c3dac0907291044m68462a7bt351d99836556f712@mail.gmail.com> References: <20090728195100.GR471@it.is.rice.edu> <20090728205608.GU471@it.is.rice.edu> <4D8DB702-3268-4E11-BE3A-E2FADB84948E@spry.com> <8a5c3dac0907291044m68462a7bt351d99836556f712@mail.gmail.com> Message-ID: <7BA95311-0048-4312-B1BE-F8E4A48E5D89@corp.spry.com> On Jul 29, 2009, at 10:44 AM, William Graboyes wrote: > Hi Matt, > > Raid is not the end-all be-all for disk safety, especially when you > step into terabyte class computing, sorry I am taking this a bit off > topic. While RAID has it's bonuses, there are drawbacks as well, > take your standard RAID 5 setup, 4 Disks, 3 active, 1 Hot Spare. > Now lets say that Disk number 2 decided it was going to release it's > smoke to the world (never a good thing), now your array is still > alive and it is starting to rebuild onto disk 4 to make up for the > death of disk 2. During the rebuild process Disk 1 comes across a > bad sector, poof, your data is gone. Just a word of warning, don't > put all your data safety eggs into the RAID basket. RAID poorly implemented is a placebo, and is often less reliable than a single disk. RAID properly implemented IS the end-all be-all of disk safety. Your chosen argument is only valid against RAID level 5, which would be a very poor choice for a database application. RAID-5 is a poor choice in any environment where the data set is volatile and valuable. Especially when you consider the number of hours (or days) it takes to rebuild a hot spare into the RAID-5 set. (HINT: test that before deployment!) During that rebuild window, your system performance is heavily degraded and extremely vulnerable. If the performance of your RAID system is halved, is that sufficient for your application, or is your system effectively down during the rebuild period? (HINT: test before deployment!). But a RAID-1 or RAID 10 can be extremely robust, remaining online and performing optimally during multiple catastrophic disk failures. You can mirror the data to as many spindles as you need to insure data integrity. When disks fail, rebuilding a mirror disk usually takes less than an hour. The systems engineer has to choose between data integrity, performance, and storage efficiency. One of my systems is about 2/3 full with 24.64 TB of data. Does that count as "terabyte class computing?" :) I'm using ZFS to manage it. :) :) Matt From raymond at pilotsupplies.com Wed Jul 29 18:54:24 2009 From: raymond at pilotsupplies.com (raymond at pilotsupplies.com) Date: Wed, 29 Jul 2009 15:54:24 -0700 (PDT) Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist In-Reply-To: <589c94400907291027hff2c764o176015f002766168@mail.gmail.com> References: <589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> <589c94400907281310r4d06c286h9f9d8baa7df9725b@mail.gmail.com> <589c94400907291027hff2c764o176015f002766168@mail.gmail.com> Message-ID: HI, I'll give it another shot with the required options. Thank you! raymond On Wed, 29 Jul 2009, Ruslan Zakirov wrote: > On Wed, Jul 29, 2009 at 9:21 PM, wrote: >> Hi, >> >> Thank you for the suggestion. >> >> I'll give that a shot. This is a migration from an old box running 3.2.2 to >> a ?new server which is rt 3.8.4 fresh install. ?Will I need to do "make >> upgrade" as indicated in the 3.8.4 README file? > > Nope, you run `make install` instead of `make upgrade` as you have no > RT files on new server. > >> I am exporting rt 3.2.2 db on old server and importing to the new server >> running rt 3.8.4 > > Don't forget to using --default-charset=binary, both on export and > import. Check exact syntax in mysql's docs. It's important or you can > break every binary attachment. > >> >> >> mysql -u root -p rt3 < oldrt3.2.2.db.sql > > mysql --default-charset=binary -u root -p rt3 < oldrt3.2.2.db.sql >> >> >> >> raymond >> >> >> >> >> >> On Wed, 29 Jul 2009, Ruslan Zakirov wrote: >> >>> Then you missed one step. You have to upgrade DB first from 3.2.2 to >>> 3.7.89 first. It's `rt-setup-database --action update ...` command >>> described in more details in UPGRADING.mysql and README files. >>> >>> On Tue, Jul 28, 2009 at 11:39 PM, wrote: >>>> >>>> Hi Ruslan, >>>> >>>> >>>> My apologies. ?I was upgrading from 3.2.2 >>>> >>>> >>>> raymond >>>> >>>> >>>> >>>> On Tue, 28 Jul 2009, Ruslan Zakirov wrote: >>>> >>>>> Why do you even need mysqlupgrade.sql if it's fresh install? >>>>> >>>>> On Tue, Jul 28, 2009 at 10:13 PM, wrote: >>>>>> >>>>>> ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor >>>>>> >>>>>> fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 >>>>>> >>>>>> go error "Table 'rt3.ObjectCustomFields' doesn't exist" >>>>>> >>>>>> so I went and commented out the following, see below and proceed with >>>>>> the >>>>>> install with no other issues. >>>>>> >>>>>> Am wondering if there are any implications, issues or problems with >>>>>> this >>>>>> or is there a better way to fix this ? >>>>>> >>>>>> >>>>>> thanx! >>>>>> >>>>>> >>>>>> >>>>>> /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 < >>>>>> mysqlupgrade.sql >>>>>> Enter password: >>>>>> ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't >>>>>> exist >>>>>> >>>>>> >>>>>> root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql >>>>>> >>>>>> #ALTER TABLE ObjectCustomFields >>>>>> # ? DEFAULT CHARACTER SET utf8; >>>>>> #ALTER TABLE ObjectCustomFieldValues >>>>>> # ? DEFAULT CHARACTER SET utf8; >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> >>>>>> >>>>>> >>>>>> Regards, >>>>>> >>>>>> Raymond Wong >>>>>> >>>>>> >>>>>> Personal motto: P.E.A.C.E >>>>>> Enjoy the present >>>>>> Assert your goals >>>>>> Champion peace >>>>>> Entrust others >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>> >>>>> >>>>> >>>>> >>>> >>>> -- >>>> >>>> >>>> >>>> Regards, >>>> >>>> Raymond Wong >>>> >>>> >>>> Personal motto: P.E.A.C.E >>>> Enjoy the present >>>> Assert your goals >>>> Champion peace >>>> Entrust others >>> >>> >>> >>> >> >> -- >> >> >> >> Regards, >> >> Raymond Wong >> >> >> Personal motto: P.E.A.C.E >> Enjoy the present >> Assert your goals >> Champion peace >> Entrust others > > > > -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others From michael_ellis at umanitoba.ca Wed Jul 29 19:16:51 2009 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Wed, 29 Jul 2009 18:16:51 -0500 Subject: [rt-users] Attachment storage Message-ID: <3462A33B223E4A3EB9597AA9B1E5ACA2@mikesMBP> I am considering attaching .wav files of the voicemail left on our helpdesk to rt tickets, but I'm worried about performance/stability if I start putting this amount of binary data in the system. I ran this thought by our local DB guy and he suggested that this might not be a problem if the database just contained pointers to files stored elsewhere. I looked at the rt3.Attachments and it looks like the content is actually stored in the DB itself, but I'm a DB newbie. So I suppose I have three questions: 1) Do I have it right that the attachments are stored in the DB itself? 2) If they are, could the DB handle, say, a thousand 200KB-2MB attachments per year (and if so for how long?)? 3) If they aren't, is there something else that might be a problem? Thanks for your help, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Jul 29 23:16:55 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 29 Jul 2009 23:16:55 -0400 Subject: [rt-users] Attachment storage In-Reply-To: <3462A33B223E4A3EB9597AA9B1E5ACA2@mikesMBP> References: <3462A33B223E4A3EB9597AA9B1E5ACA2@mikesMBP> Message-ID: > 1) Do I have it right that the attachments are stored in the DB itself? Alas, they are. > 2) If?they are, could the DB handle, say, a thousand 200KB-2MB attachments > per year (and if so for how long?)? Depends on your rdbms. Oracle could it, not so sure about MySQL. Alternatively, you could stash them on a network share or similar, and give the path in a clickable custom field... From jesse at bestpractical.com Wed Jul 29 23:28:17 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Jul 2009 23:28:17 -0400 Subject: [rt-users] Attachment storage In-Reply-To: <3462A33B223E4A3EB9597AA9B1E5ACA2@mikesMBP> References: <3462A33B223E4A3EB9597AA9B1E5ACA2@mikesMBP> Message-ID: <20090730032817.GA50507@17h-2.local> On Wed 29.Jul'09 at 18:16:51 -0500, Michael Ellis wrote: > So I suppose I have three questions: > > 1) Do I have it right that the attachments are stored in the DB itself? Yes. > 2) If they are, could the DB handle, say, a thousand 200KB-2MB attachments per > year (and if so for how long?)? 2 gigabytes of storage per year isn't a whole heck of a lot to see a database grow by in the 21st century. All our corporate voicemail goes into a MySQL backed RT and we're very happy with it. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From lterrens at connect.com.au Thu Jul 30 02:46:19 2009 From: lterrens at connect.com.au (Leif Terrens) Date: Thu, 30 Jul 2009 16:46:19 +1000 Subject: [rt-users] Malformed sort order header links in Quick Search -> (queue-name) Message-ID: <4A7141BB.8070400@connect.com.au> Howdy all, I'm having a bit of trouble after upgrading from RT version 3.0.9 on mysql4 to 3.8.4 on mysql5 running on Solaris 10. I've managed to build and install all of the RT pre-requisites correctly, built the RT package according to the options I desired. Apache and mysql have been correctly upgraded and configured; I get to login and poke around fine other than the problem I've encountered. The problem occurs when I select a Queue from the Quick Search box on the right hand side of the Home screen. The Queue displays correctly visually-wise, tickets are displayed and I'm able to select the tickets by clicking either the ticket ID number or the ticket subject name. The problem is that the header links ( #, Subject, Status etc ) all have click-able links that are malformed. An example of this is : http:///Search/Results.html?Format= '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__'&Order=ASC&OrderBy=Created&Page=1&Query=Queue = '' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')&Rows=50 ( Above URL is URL decoded from the URL thats sent in the page. ) As can be seen, the link is malformed and it seems that there's a number of variables that have failed to be substituted. I'm just wondering if I've come across something strange or if I've mucked up somewhere along the way causing this to happen. Note of interest: I've changed the WebBaseURL from the previous install, and have cleared the Mason caches since. LDAP auth was used previously, but i'm not yet up to the cutover so apache/mod_ldap hasn't been done yet - I doubt that would have any impact here. Any configuration/output that might be helpful to debug, I can provide. This RT instance has over 202 thousand tickets, so is fairly sizable, but again I doubt that's causing the issue. Hope that someone can shed some light - Leif From Avenger1 at atlas.sk Thu Jul 30 04:28:35 2009 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Thu, 30 Jul 2009 01:28:35 -0700 (PDT) Subject: [rt-users] Attachments missing in RESOLVE email Message-ID: <24564511.post@talk.nabble.com> Hello We have started using RT 3.8.4. and we found a problem with sending attachments within Resolved email. The template for RESOLVED starts with this: Subject: Resolved: {$Ticket->Subject} RT-Attach-Message: yes when some agent works on ticket, and click on Resolve, he puts some comments and add attachment to that, and finish it, end user receive email but without that attachment. We had same problem in RT 3.2.3 . btw.: Through the "Reply" sending attachment works fine, but throught "Resolve" it doesnt. Do we need to set up something ? RT is running on: OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49 EST 2008 x86_64 x86_64 x86_64 GNU/Linux DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using readline 5.0 BR, Miroslav -- View this message in context: http://www.nabble.com/Attachments-missing-in-RESOLVE-email-tp24564511p24564511.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jchome at jc-ix.net Thu Jul 30 06:22:14 2009 From: jchome at jc-ix.net (Frederic Jaeckel) Date: Thu, 30 Jul 2009 12:22:14 +0200 Subject: [rt-users] Searching for CustomFields Message-ID: <20090730122214.14f09d16@pc30b.int.bfk.de> Hi there, is there a way to search for Terms in CustomFields in the Tickets? Would be very nice to have. regards, Frederic -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: not available URL: From alberto.villanueva at altran.es Thu Jul 30 07:02:23 2009 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Thu, 30 Jul 2009 13:02:23 +0200 Subject: [rt-users] Searching for CustomFields In-Reply-To: <20090730122214.14f09d16@pc30b.int.bfk.de> References: <20090730122214.14f09d16@pc30b.int.bfk.de> Message-ID: <4A717DBF.5020306@altran.es> Only I have found that is possible when you use a queue that has the custom fields of that queue. The steps are: 1.- Show results 2.- Edit search --> I can search by custom fields of that queue. Surely I'm doing a huge error :( :( Regards, -- Alberto Villanueva Industria ______________________________________ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger el medio ambiente est? tambi?n en tu mano. En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio electr?nico, le comunicamos que su direcci?n de correo electr?nico forma parte de un fichero del que es responsable Altran Espa?a, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a nuestra direcci?n anteriormente se?alada o por medio de correo electr?nico: comunicacion at altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est? dirigido a su destinatario y es confidencial. Cualquier distribuci?n, uso o reproducci?n sin consentimiento del remitente est? estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. From Avenger1 at atlas.sk Thu Jul 30 07:08:32 2009 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Thu, 30 Jul 2009 04:08:32 -0700 (PDT) Subject: [rt-users] Searching for CustomFields In-Reply-To: <20090730122214.14f09d16@pc30b.int.bfk.de> References: <20090730122214.14f09d16@pc30b.int.bfk.de> Message-ID: <24736378.post@talk.nabble.com> We have also some custom fields for some queues. To have it available in the Tickets search, perform this steps: 1. Chose the appropriate Queue ( on which custom fields are created, if they are not global ) 2. Hit add these therms 3. Customer field will be then available in the search and you can choose then the searching term I hope it's sufficient for you :) Br, Miroslav -- View this message in context: http://www.nabble.com/Searching-for-CustomFields-tp24735934p24736378.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jchome at jc-ix.net Thu Jul 30 07:25:20 2009 From: jchome at jc-ix.net (Frederic Jaeckel) Date: Thu, 30 Jul 2009 13:25:20 +0200 Subject: [rt-users] Searching for CustomFields In-Reply-To: <24736378.post@talk.nabble.com> References: <20090730122214.14f09d16@pc30b.int.bfk.de> <24736378.post@talk.nabble.com> Message-ID: <20090730132520.6447e9e4@pc30b.int.bfk.de> On Thu, 30 Jul 2009 04:08:32 -0700 (PDT) Miroslav Horvath wrote: > > We have also some custom fields for some queues. To have it available > in the Tickets search, perform this steps: > > 1. Chose the appropriate Queue ( on which custom fields are created, > if they are not global ) > 2. Hit add these therms > 3. Customer field will be then available in the search and you can > choose then the searching term > > I hope it's sufficient for you :) Great! That what I needed. :) thanks, Frederic -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: not available URL: From Subbaraman.Venkateswaran at blackrock.com Thu Jul 30 08:17:42 2009 From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman) Date: Thu, 30 Jul 2009 08:17:42 -0400 Subject: [rt-users] RT data size maintenance Message-ID: Could someone please help with an approach to delete all attachments in RT database earlier than an year (or so)? We are max'ing out RT database size and would like to perform some cleanup. Or if there is a better way to do these type of maintenance, please do let us know. Appreciate your help. Thanks Subba Venkateswaran A&T - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Thu Jul 30 09:58:54 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Thu, 30 Jul 2009 15:58:54 +0200 Subject: [rt-users] RT data size maintenance In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940227D152@w3hamboex11.ger.win.int.kn> Hi, be very, very, very careful doing this on DB level, you should give RTx-Shredder a try, but touching the DB directly is not a good Idea! Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (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, 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 Venkateswaran, Subbaraman Gesendet: Donnerstag, 30. Juli 2009 14:18 An: rt-users at lists.bestpractical.com Betreff: [rt-users] RT data size maintenance Could someone please help with an approach to delete all attachments in RT database earlier than an year (or so)? We are max'ing out RT database size and would like to perform some cleanup. Or if there is a better way to do these type of maintenance, please do let us know. Appreciate your help. Thanks Subba Venkateswaran A&T - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. -------------- next part -------------- An HTML attachment was scrubbed... URL: From william.graboyes at theportalgrp.com Thu Jul 30 10:51:02 2009 From: william.graboyes at theportalgrp.com (william.graboyes at theportalgrp.com) Date: Thu, 30 Jul 2009 14:51:02 +0000 Subject: [rt-users] Attachments missing in RESOLVE email Message-ID: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry> Hi Miroslav, That is expected behaviour. When one clicks on resolve, it takes them to comment, not reply (correspond), by default comments only go to admincc. Thanks, Bill ------Original Message------ From: Miroslav Horvath Sender: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Subject: [rt-users] Attachments missing in RESOLVE email Sent: Jul 30, 2009 1:28 AM Hello We have started using RT 3.8.4. and we found a problem with sending attachments within Resolved email. The template for RESOLVED starts with this: Subject: Resolved: {$Ticket->Subject} RT-Attach-Message: yes when some agent works on ticket, and click on Resolve, he puts some comments and add attachment to that, and finish it, end user receive email but without that attachment. We had same problem in RT 3.2.3 . btw.: Through the "Reply" sending attachment works fine, but throught "Resolve" it doesnt. Do we need to set up something ? RT is running on: OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49 EST 2008 x86_64 x86_64 x86_64 GNU/Linux DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using readline 5.0 BR, Miroslav -- View this message in context: http://www.nabble.com/Attachments-missing-in-RESOLVE-email-tp24564511p24564511.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 Sent from my Verizon Wireless BlackBerry From Subbaraman.Venkateswaran at blackrock.com Thu Jul 30 10:52:27 2009 From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman) Date: Thu, 30 Jul 2009 10:52:27 -0400 Subject: [rt-users] RT data size maintenance In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940227D152@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB03940227D152@w3hamboex11.ger.win.int.kn> Message-ID: Our requirements say that we should not ever delete historical RT tickets. So we would appreciate the best possible way to delete attachments of size > 1MB (for e.g.). Btw, we are running RT 3.6.4. Thanks for your time. Thanks Subba Venkateswaran A&T - App Eng - SEG 609 282 7015 ________________________________ From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Thursday, July 30, 2009 9:59 AM To: Venkateswaran, Subbaraman; rt-users at lists.bestpractical.com Subject: AW: [rt-users] RT data size maintenance Hi, be very, very, very careful doing this on DB level, you should give RTx-Shredder a try, but touching the DB directly is not a good Idea! Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (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 Venkateswaran, Subbaraman Gesendet: Donnerstag, 30. Juli 2009 14:18 An: rt-users at lists.bestpractical.com Betreff: [rt-users] RT data size maintenance Could someone please help with an approach to delete all attachments in RT database earlier than an year (or so)? We are max'ing out RT database size and would like to perform some cleanup. Or if there is a better way to do these type of maintenance, please do let us know. Appreciate your help. Thanks Subba Venkateswaran A&T - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Jul 30 11:07:17 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 30 Jul 2009 10:07:17 -0500 Subject: [rt-users] Attachment storage In-Reply-To: <3462A33B223E4A3EB9597AA9B1E5ACA2@mikesMBP> References: <3462A33B223E4A3EB9597AA9B1E5ACA2@mikesMBP> Message-ID: <20090730150717.GB7198@it.is.rice.edu> Hi Michael, Like Jesse mentioned, 200MB-2GB is really not terribly large and should be easily handled by most current DBs. Oracle, PostgreSQL, and MySQL definitely can. One thing to consider is if your users will be running a content search within the attachments. This will require a full scan of the attachments table with the resultant I/O. Make certain that your system can handle it or put measures in place to prevent this. Alternatively, if your DB backend supports full-text indexing this will be much less of a concern. Currently the wiki has patches for Oracle and PostgreSQL. Cheers, Ken On Wed, Jul 29, 2009 at 06:16:51PM -0500, Michael Ellis wrote: > I am considering attaching .wav files of the voicemail left on our helpdesk to rt tickets, but I'm worried about performance/stability if I start putting this amount of binary data in the system. I ran this thought by our local DB guy and he suggested that this might not be a problem if the database just contained pointers to files stored elsewhere. > > I looked at the rt3.Attachments and it looks like the content is actually stored in the DB itself, but I'm a DB newbie. > > So I suppose I have three questions: > > 1) Do I have it right that the attachments are stored in the DB itself? > 2) If they are, could the DB handle, say, a thousand 200KB-2MB attachments per year (and if so for how long?)? > 3) If they aren't, is there something else that might be a problem? > > Thanks for your help, > Mike > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From stroke_of_death at yahoo.com Thu Jul 30 12:10:03 2009 From: stroke_of_death at yahoo.com (Sean) Date: Thu, 30 Jul 2009 09:10:03 -0700 (PDT) Subject: [rt-users] Correspond vs. Comment on resolve Message-ID: <326697.79118.qm@web58707.mail.re1.yahoo.com> Hi, On RT 3.8.4, if I put my mouse over the "resolve" link on a ticket, it goes to Update.html?Action=comment<....> How can I change that to Action=Correspond ? Not sure where this lives. I just want it to do correspondance by default when someone resolves a ticket vs. comment by default Thanks. From timothy.arnold at uksolutions.co.uk Thu Jul 30 12:29:48 2009 From: timothy.arnold at uksolutions.co.uk (Timothy Arnold) Date: Thu, 30 Jul 2009 17:29:48 +0100 Subject: [rt-users] rt-shredder - quicker method? In-Reply-To: <589c94400906241012r2762dcb8te24f570aeb726097@mail.gmail.com> References: <589c94400906241012r2762dcb8te24f570aeb726097@mail.gmail.com> Message-ID: > In additon to indexes described in shredder documentation people > suggested index on Via column in CachedGroupMembers table and said > that it improves performance amazingly. Adding an index on the Via column has significantly increased the performance. For the record I ran: CREATE INDEX SHREDDER_CGM3 ON CachedGroupMembers(Via); Thanks for the tip! Tim Timothy Arnold Senior Engineer, Operations (Network, Security & Facilities Group), UKSolutions Telephone: 0845 004 1333, option 2 Email: timothy.arnold at uksolutions.co.uk Web: http://www.uksolutions.co.uk/ UKS Ltd, Birmingham Road, Studley, Warwickshire, B80 7BG Registered in England Number 3036806 This email must be read in conjunction with the legal & service notices on http://www.uksolutions.co.uk/disclaimer From william.graboyes at theportalgrp.com Thu Jul 30 12:34:46 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Thu, 30 Jul 2009 09:34:46 -0700 Subject: [rt-users] Correspond vs. Comment on resolve In-Reply-To: <326697.79118.qm@web58707.mail.re1.yahoo.com> References: <326697.79118.qm@web58707.mail.re1.yahoo.com> Message-ID: <8a5c3dac0907300934h7b6b2031l99d99961b018a9a9@mail.gmail.com> Hi Sean, I can at least point you in the right direction, but I am not sure which one is the correct file. $RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs: path => "RTIR/Update.html?Action=Comment&DefaultStatus=resolved&id=$id", $RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs: path => "RTIR/Update.html?Action=Comment&DefaultStatus=resolved&id=$id", $RTHOME/share/html/Search/Elements/BuildFormatString: $column{Prefix} .= q{}; $RTHOME/share/html/Ticket/Elements/Tabs: "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" $RTHOME/var/mason_data/obj/2098779359/standard/Search/Elements/BuildFormatString.obj: $column{Prefix} .= q{}; $RTHOME/var/mason_data/obj/2098779359/standard/Ticket/Elements/Tabs.obj: "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" On Thu, Jul 30, 2009 at 9:10 AM, Sean wrote: > Hi, > > On RT 3.8.4, if I put my mouse over the "resolve" link on a ticket, > it goes to Update.html?Action=comment<....> How can I change > that to Action=Correspond ? Not sure where this lives. I just > want it to do correspondance by default when someone resolves a ticket vs. > comment by default > > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Avenger1 at atlas.sk Thu Jul 30 13:02:43 2009 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Thu, 30 Jul 2009 10:02:43 -0700 (PDT) Subject: [rt-users] Attachments missing in RESOLVE email In-Reply-To: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry> References: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry> Message-ID: <24742609.post@talk.nabble.com> So is there some way how to have attachments in RESOLVE email ? -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From william.graboyes at theportalgrp.com Thu Jul 30 13:26:05 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Thu, 30 Jul 2009 10:26:05 -0700 Subject: [rt-users] Attachments missing in RESOLVE email In-Reply-To: <24742609.post@talk.nabble.com> References: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry> <24742609.post@talk.nabble.com> Message-ID: <8a5c3dac0907301026y1e177e0dgbb251c15d2b9dcab@mail.gmail.com> Miroslav, Yes, just need to select "Reply to Requestors" from the "Update Type:" Field. Thanks, Bill Graboyes On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath wrote: > > So is there some way how to have attachments in RESOLVE email ? > -- > View this message in context: > http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aperotti at cutaway.it Thu Jul 30 14:02:21 2009 From: aperotti at cutaway.it (Andrea Perotti) Date: Thu, 30 Jul 2009 20:02:21 +0200 Subject: [rt-users] Correspond vs. Comment on resolve In-Reply-To: <326697.79118.qm@web58707.mail.re1.yahoo.com> References: <326697.79118.qm@web58707.mail.re1.yahoo.com> Message-ID: <4A71E02D.7080106@cutaway.it> Sean ha scritto: > On RT 3.8.4, if I put my mouse over the "resolve" link on a ticket, > it goes to Update.html?Action=comment<....> How can I change > that to Action=Correspond ? Not sure where this lives. I just > want it to do correspondance by default when someone resolves a ticket vs. comment by default Hi, edit file $RT/share/html/Ticket/Elements/Tabs near line 175 to this: if ( $can{'ModifyTicket'} ) { if ( $Ticket->Status ne 'resolved' ) { $actions->{'G'} = { path => "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=" . $id, title => loc('Resolve') }; } HTH -- Andrea Perotti -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3348 bytes Desc: S/MIME Cryptographic Signature URL: From jrhett at netconsonance.com Thu Jul 30 14:23:45 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 30 Jul 2009 11:23:45 -0700 Subject: [rt-users] what are RTFM Topics used for? Message-ID: <3E0ABEE7-ED6D-4F73-99BB-E61AE70E8B84@netconsonance.com> So I've read the RTFM manual and I'm no clearer really on what purpose Topics provide. They don't see to add anything to the privileged user interface. Is this something that is used in the self-service interface? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Thu Jul 30 14:24:48 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 30 Jul 2009 11:24:48 -0700 Subject: [rt-users] create RTFM manual pages in wiki? Message-ID: The RTFM PDF manual is very very very out of date. If I were to spent the time breaking the PDF up into several wiki pages and updating those pages to reflect 2.4.2 would that be acceptable? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Thu Jul 30 14:27:03 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 30 Jul 2009 11:27:03 -0700 Subject: [rt-users] Attachment storage In-Reply-To: <3462A33B223E4A3EB9597AA9B1E5ACA2@mikesMBP> References: <3462A33B223E4A3EB9597AA9B1E5ACA2@mikesMBP> Message-ID: <68DAB07F-C2E4-498F-A6E5-8402E0F4EE7A@netconsonance.com> On Jul 29, 2009, at 4:16 PM, Michael Ellis wrote: > I am considering attaching .wav files of the voicemail left on our > helpdesk to rt tickets, but I'm worried about performance/stability > if I start putting this amount of binary data in the system. I ran > this thought by our local DB guy and he FWIW our voicemail system dumps all voicemail as WAV files into a separate queue that is transcribed by the support staff. We've probably got 7k messages in there now, no problems so far. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From kfcrocker at lbl.gov Thu Jul 30 14:26:58 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 30 Jul 2009 11:26:58 -0700 Subject: [rt-users] Attachments missing in RESOLVE email In-Reply-To: <8a5c3dac0907301026y1e177e0dgbb251c15d2b9dcab@mail.gmail.com> References: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry> <24742609.post@talk.nabble.com> <8a5c3dac0907301026y1e177e0dgbb251c15d2b9dcab@mail.gmail.com> Message-ID: <4A71E5F2.2070906@lbl.gov> Miroslav & William, I prefer to NOT change RT code if I can get away with it. We like our comments included on a "resolved" ticket, so we just created a scrip to send out an Email using our version of the "resolved" template. In our version, we capture the last comment and put it in the Email. That way we override RT's normal procedure of not sending out comments in Email AND we don't have to change the RT code. Just a thought. Kenn LBNL On 7/30/2009 10:26 AM, William Graboyes wrote: > Miroslav, > > Yes, just need to select "Reply to Requestors" from the "Update Type:" > Field. > > Thanks, > Bill Graboyes > > On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath > wrote: > > > So is there some way how to have attachments in RESOLVE email ? > -- > View this message in context: > http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html > Sent from the Request Tracker - User mailing list archive at > Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael_ellis at umanitoba.ca Thu Jul 30 14:28:58 2009 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Thu, 30 Jul 2009 13:28:58 -0500 Subject: [rt-users] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?) Message-ID: <65D1A59C52F04CEF9E9735DBA0C33DC3@mikesMBP> I am receiving a complaint from our generic helpdesk support personnel regarding the volume of email they receive as AdminCCs for the default queue. I would like to disable all AdminCC notification for this one queue, but leave it on for all others. I found an extension that adds this functionality ( http://page.mi.fu-berlin.de/pape/rt3screenshots/ ), but it's from 2004. I tried to apply it to a test snapshot, but got errors from the make install (which I thought I had in my clipboard and have now lost :S ). Does anyone know if it works with RT 3.8.4? If not, I know that I could set the stage for the three global "Notify AdminCCs" scrips to disabled and then create three new queue specific scrips for every other queue. The first half of that sentence is easy, the second seems like a huge job. I thought of two ways around this: 1. Change the condition for the three "Notify AdminCCs" global scrips to a custom condition and add a check for this queue to it. But I'm not yet clear on where to copy the rest of the code from. 2. Figure out how to modify the existing action code for "Notify AdminCCs" check for this queue and abort if true. But I'm not sure it advisable/possible to move some of the condition checking to an action. Method 1 seems more "normal" but method 2 seems like it might be less work, if it's possible. Advice is welcome; thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Thu Jul 30 14:35:56 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 30 Jul 2009 11:35:56 -0700 Subject: [rt-users] [fsck.com #13230] bug/patch - no linefeeds in "Show" output for an outgoing message In-Reply-To: References: <20090727173406.GD6159@jibsheet.com> <20090727190304.GG6159@jibsheet.com> <20090727211445.GI6159@jibsheet.com> <20090728001758.GJ6159@jibsheet.com> <20090728002441.GK6159@jibsheet.com> Message-ID: <731906FF-0532-4B06-8680-DECD2AE9A569@netconsonance.com> I'd like to point out that this problem also re-appears in RTFM "Extract Article" as well. With MessageBoxWrap = SOFT, all paragraphs are a single long line. On Jul 27, 2009, at 6:29 PM, Jo Rhett wrote: > Okay, I think I might have it. > > # Default wrapping: "HARD" (choices "SOFT", "HARD") > Set( $MessageBoxWrap, 'SOFT' ); > > If you are set for default HARD, then it is being wrapped by RT for > you -- which is seems to be what I view. What we want is > appropriate wrapping relative to the window size. If you set this > to SOFT and re-add that paragraph without linefeeds, you'll see the > problem. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Thu Jul 30 14:35:46 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 30 Jul 2009 14:35:46 -0400 Subject: [rt-users] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?) In-Reply-To: <65D1A59C52F04CEF9E9735DBA0C33DC3@mikesMBP> References: <65D1A59C52F04CEF9E9735DBA0C33DC3@mikesMBP> Message-ID: If you don't want them notified, why make them AdminCC's? Alternatively, jut make blank templates for that queue with the same name as the global templates the scrip(s) use, and no messages will be sent. -- Cambridge Energy Alliance: Save money. Save the planet. From jrhett at netconsonance.com Thu Jul 30 14:52:18 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 30 Jul 2009 11:52:18 -0700 Subject: [rt-users] Scrip for Merging bounces into existing tickets added to the wiki In-Reply-To: <20090724114307.GA23531@bofh.priv.at> References: <20090724114307.GA23531@bofh.priv.at> Message-ID: Otmar, this looks great -- however it doesn't seem to be working. Is there any useful way to debug this? I've confirmed that the bounce e-mails all contain the information you are looking for. Nothing bad appears in rt.log On Jul 24, 2009, at 4:43 AM, Otmar Lendl wrote: > I recently hacked up a small Scrip that tries to merge new tickets > generated by mail bounces into the ticket that generated the mail. > > This is similar to what > http://wiki.bestpractical.com/view/RtBounceHandler is doing, just that > it's implemented as a scrip and not as an external program which runs > on incoming mail. > > I've added my code to the RT wiki at > http://wiki.bestpractical.com/view/BounceMerge > > I hope someone else might find it useful, too. > > /ol > -- > -=- Otmar Lendl -- ol at bofh.priv.at -- http://lendl.priv.at/ -=- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Jul 30 14:50:58 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 30 Jul 2009 11:50:58 -0700 Subject: [rt-users] Attachments missing in RESOLVE email In-Reply-To: References: <717770900-1248965391-cardhu_decombobulator_blackberry.rim.net-362701680-@bxe1223.bisx.prod.on.blackberry> <24742609.post@talk.nabble.com> <8a5c3dac0907301026y1e177e0dgbb251c15d2b9dcab@mail.gmail.com> <4A71E5F2.2070906@lbl.gov> Message-ID: <4A71EB92.9010400@lbl.gov> Jo Rhett, Sure. My mistake, it's just a template. Here it is: Subject: Request Titled: "{$Ticket->Subject}" has been Resolved! This ticket has been resolved. DO NOT REPLY to this message! ----------------------------------------------------------------------------- TICKET INFORMATION: Queue : {$Ticket->QueueObj->Name} Number : {$Ticket->Id} Subject: {$Ticket->Subject} Priority is: {$Ticket->Priority} Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} Created by: {$Ticket->CreatorObj->Name} Created on: {substr($Ticket->Created, 0, 10)} Owned by: {$Ticket->OwnerObj->Name} Development Started on: {substr($Ticket->Started, 0, 10)} ----------------------------------------------------------------------------- Description of Issue: {$Ticket->FirstCustomFieldValue('Description')} ----------------------------------------------------------------------------- Resolution comment: { my $Resolution_Comment; my $Transactions; my $CommentObj; $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); $CommentObj = $Transactions->First; if ($CommentObj && $CommentObj->id) { $Resolution_Comment = $CommentObj->Content; } else { $Resolution_Comment = "No comment." } return $Resolution_Comment; } ----------------------------------------------------------------------------- To view ticket information, enter URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} You'll probably notice that our method of getting people to stop replying to the "Resolved" notification was to "tell them not to" in capitol letters! ha! Really a high-tech method ;-). Anyway, it works for us. Kenn LBNL On 7/30/2009 11:37 AM, Jo Rhett wrote: > Ken, care to share that scrip? Or better yet put it in the wiki since > it's FA? > > On Jul 30, 2009, at 11:26 AM, Ken Crocker wrote: > >> Miroslav & William, >> >> I prefer to NOT change RT code if I can get away with it. We like our >> comments included on a "resolved" ticket, so we just created a scrip >> to send out an Email using our version of the "resolved" template. In >> our version, we capture the last comment and put it in the Email. >> That way we override RT's normal procedure of not sending out >> comments in Email AND we don't have to change the RT code. Just a >> thought. >> >> Kenn >> LBNL >> >> On 7/30/2009 10:26 AM, William Graboyes wrote: >>> Miroslav, >>> >>> Yes, just need to select "Reply to Requestors" from the "Update >>> Type:" Field. >>> >>> Thanks, >>> Bill Graboyes >>> >>> On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath >>> > wrote: >>> >>> >>> So is there some way how to have attachments in RESOLVE email ? >>> -- >>> View this message in context: >>> http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html >>> Sent from the Request Tracker - User mailing list archive at >>> Nabble.com. >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Thu Jul 30 15:17:09 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 30 Jul 2009 12:17:09 -0700 Subject: [rt-users] Scrip for Merging bounces into existing tickets added to the wiki In-Reply-To: References: <20090724114307.GA23531@bofh.priv.at> Message-ID: I found one problem. It assumes that the Organization name is also used as the subject line tag. I've fixed that. But it has print STDERR statements here, and I wish I could figure out where those PRINTs are going. Or is there a better way to debug statements out to rt.log? On Jul 30, 2009, at 11:52 AM, Jo Rhett wrote: > Otmar, this looks great -- however it doesn't seem to be working. > Is there any useful way to debug this? > > I've confirmed that the bounce e-mails all contain the information > you are looking for. Nothing bad appears in rt.log > > On Jul 24, 2009, at 4:43 AM, Otmar Lendl wrote: >> I recently hacked up a small Scrip that tries to merge new tickets >> generated by mail bounces into the ticket that generated the mail. >> >> This is similar to what >> http://wiki.bestpractical.com/view/RtBounceHandler is doing, just >> that >> it's implemented as a scrip and not as an external program which runs >> on incoming mail. >> >> I've added my code to the RT wiki at >> http://wiki.bestpractical.com/view/BounceMerge >> >> I hope someone else might find it useful, too. >> >> /ol >> -- >> -=- Otmar Lendl -- ol at bofh.priv.at -- http://lendl.priv.at/ -=- >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -------------- next part -------------- An HTML attachment was scrubbed... URL: From raymond at pilotsupplies.com Thu Jul 30 15:12:20 2009 From: raymond at pilotsupplies.com (raymond at pilotsupplies.com) Date: Thu, 30 Jul 2009 12:12:20 -0700 (PDT) Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist In-Reply-To: <589c94400907291027hff2c764o176015f002766168@mail.gmail.com> References: <589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> <589c94400907281310r4d06c286h9f9d8baa7df9725b@mail.gmail.com> <589c94400907291027hff2c764o176015f002766168@mail.gmail.com> Message-ID: Hi, I tried without --default-charset=binary on export of old DB 3.2.2 and import into 3.8.4 on new server and I can see old attachments and new attachments on new server without any issues. Don't know if this will be an issue in the future. old serve is running mysql 4.0.22 new server is running mysql 5.0.75-0ubuntu10.2 raymond On Wed, 29 Jul 2009, Ruslan Zakirov wrote: > On Wed, Jul 29, 2009 at 9:21 PM, wrote: >> Hi, >> >> Thank you for the suggestion. >> >> I'll give that a shot. This is a migration from an old box running 3.2.2 to >> a ?new server which is rt 3.8.4 fresh install. ?Will I need to do "make >> upgrade" as indicated in the 3.8.4 README file? > > Nope, you run `make install` instead of `make upgrade` as you have no > RT files on new server. > >> I am exporting rt 3.2.2 db on old server and importing to the new server >> running rt 3.8.4 > > Don't forget to using --default-charset=binary, both on export and > import. Check exact syntax in mysql's docs. It's important or you can > break every binary attachment. > >> >> >> mysql -u root -p rt3 < oldrt3.2.2.db.sql > > mysql --default-charset=binary -u root -p rt3 < oldrt3.2.2.db.sql >> >> >> >> raymond >> >> >> >> >> >> On Wed, 29 Jul 2009, Ruslan Zakirov wrote: >> >>> Then you missed one step. You have to upgrade DB first from 3.2.2 to >>> 3.7.89 first. It's `rt-setup-database --action update ...` command >>> described in more details in UPGRADING.mysql and README files. >>> >>> On Tue, Jul 28, 2009 at 11:39 PM, wrote: >>>> >>>> Hi Ruslan, >>>> >>>> >>>> My apologies. ?I was upgrading from 3.2.2 >>>> >>>> >>>> raymond >>>> >>>> >>>> >>>> On Tue, 28 Jul 2009, Ruslan Zakirov wrote: >>>> >>>>> Why do you even need mysqlupgrade.sql if it's fresh install? >>>>> >>>>> On Tue, Jul 28, 2009 at 10:13 PM, wrote: >>>>>> >>>>>> ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor >>>>>> >>>>>> fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 >>>>>> >>>>>> go error "Table 'rt3.ObjectCustomFields' doesn't exist" >>>>>> >>>>>> so I went and commented out the following, see below and proceed with >>>>>> the >>>>>> install with no other issues. >>>>>> >>>>>> Am wondering if there are any implications, issues or problems with >>>>>> this >>>>>> or is there a better way to fix this ? >>>>>> >>>>>> >>>>>> thanx! >>>>>> >>>>>> >>>>>> >>>>>> /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 < >>>>>> mysqlupgrade.sql >>>>>> Enter password: >>>>>> ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't >>>>>> exist >>>>>> >>>>>> >>>>>> root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql >>>>>> >>>>>> #ALTER TABLE ObjectCustomFields >>>>>> # ? DEFAULT CHARACTER SET utf8; >>>>>> #ALTER TABLE ObjectCustomFieldValues >>>>>> # ? DEFAULT CHARACTER SET utf8; >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> >>>>>> >>>>>> >>>>>> Regards, >>>>>> >>>>>> Raymond Wong >>>>>> >>>>>> >>>>>> Personal motto: P.E.A.C.E >>>>>> Enjoy the present >>>>>> Assert your goals >>>>>> Champion peace >>>>>> Entrust others >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>> >>>>> >>>>> >>>>> >>>> >>>> -- >>>> >>>> >>>> >>>> Regards, >>>> >>>> Raymond Wong >>>> >>>> >>>> Personal motto: P.E.A.C.E >>>> Enjoy the present >>>> Assert your goals >>>> Champion peace >>>> Entrust others >>> >>> >>> >>> >> >> -- >> >> >> >> Regards, >> >> Raymond Wong >> >> >> Personal motto: P.E.A.C.E >> Enjoy the present >> Assert your goals >> Champion peace >> Entrust others > > > > -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others From michael_ellis at umanitoba.ca Thu Jul 30 15:38:31 2009 From: michael_ellis at umanitoba.ca (Michael Ellis) Date: Thu, 30 Jul 2009 14:38:31 -0500 Subject: [rt-users] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?) In-Reply-To: References: <65D1A59C52F04CEF9E9735DBA0C33DC3@mikesMBP> Message-ID: Good question. I suppose I was on autopilot somewhat. This group is who is responsible for either resolving the tickets in the queue or triaging and assigning then to other queues. In my thinking I just equated that responsibility with being an AdminCC. I took your advice and will have them add a saved search for the queue to their RT at a glance, so that it's still front and centre for them. Thanks very much, Mike -------------------------------------------------- From: "Jerrad Pierce" Sent: Thursday, July 30, 2009 1:35 PM To: "Michael Ellis" Cc: "RT-USERS" Subject: Re: [rt-users] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?) > If you don't want them notified, why make them AdminCC's? > > Alternatively, jut make blank templates for that queue with the > same name as the global templates the scrip(s) use, and no > messages will be sent. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > > From jesse at bestpractical.com Thu Jul 30 15:51:38 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Jul 2009 15:51:38 -0400 Subject: [rt-users] create RTFM manual pages in wiki? In-Reply-To: References: Message-ID: <20090730195138.GG54907@17h-2.local> On Thu 30.Jul'09 at 11:24:48 -0700, Jo Rhett wrote: > The RTFM PDF manual is very very very out of date. If I were to spent the time > breaking the PDF up into several wiki pages and updating those pages to reflect > 2.4.2 would that be acceptable? That would be great! Thanks. > > -- > 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 tkooda-patch-rt at devsec.org Thu Jul 30 16:14:10 2009 From: tkooda-patch-rt at devsec.org (Thor Kooda) Date: Thu, 30 Jul 2009 15:14:10 -0500 Subject: [rt-users] [PATCH] html/Ticket/Elements/PreviewScrips to allow users (Actors) to prevent (opt-out; Squelch) future emails from being sent to themselves for individual tickets Message-ID: <20090730201410.GF32026@toastmail> Hello all, Here is a quick/dirty patch for "html/Ticket/Elements/PreviewScrips" (from rt-v3.6) to give users (Actors) an interface to prevent (Squelch) future emails from being sent to themselves for an individual ticket. RT appeared to have a way to Update(.html) the ticket to squelch emails sent to other users on individual tickets, but didn't have a way for any user to opt-out of future emails sent to themselves (unless NotifyActor=1 was set). ? This patch just adds another checkbox at the bottom of "Update.html" that allows users (Authors) to silence (squelch) themselves, if they aren't already squelched. I wanted this because I automatically add a large Group to the AdminCC for each new ticket, and wanted a way for users to opt-out of all the emails for a ticket without having to delete the Group from the AdminCC and manually add ALL the other users that were in that Group back as AdminCCs. Perhaps this capability already exists, and/or perhaps there's a better way to do this, but I couldn't find it, so here's what I came up with. YMMV. -- Thor Kooda -------------- next part -------------- A non-text attachment was scrubbed... Name: PreviewScrips_rt3.6_patch1.diff Type: text/x-diff Size: 963 bytes Desc: not available URL: From david.hooton at platformnetworks.net Fri Jul 31 04:07:37 2009 From: david.hooton at platformnetworks.net (David Hooton) Date: Fri, 31 Jul 2009 18:07:37 +1000 Subject: [rt-users] Scrip to auto-resolve a ticket based on subject Message-ID: <5C997B72BFAE0E43A2BC15743A787D767588DB5C7E@ralph.syd01.office.plat.net.au.local> Hi all, We get backup reports sent to our RT every night and we need to have them stored in the helpdesk, however we would like to resolve all tickets immediately which arrive for jobs that complete successfully, so that we only see the reports which require action, but can still search on the resolved successful ones if we need to. So far I've created a scrip in our Backup queue which looks like this: Condition: user defined Action: user defined Template: - Stage: TransactionCreate In custom condition I have: my $match = "Backup Report [Successful]"; my $t_subject = $self->TicketObj->Subject; if ( $t_subject !~ /$match/i ) { return 0; } else { return 1; } In Custom action preparation code I have nothing. In Custom action cleanup code I have: $self->TicketObj->SetStatus( "resolved"); return 1; I'm sure I'm missing something, my perl is REALLY not good so I hope you uys can help point out what I'm missing. Thanks for your help! Kind Regards, David Hooton Managing Director Platform Networks www.platformnetworks.net From sme at i-tracing.com Fri Jul 31 05:33:52 2009 From: sme at i-tracing.com (=?iso-8859-1?Q?S=E9bastien_Mesnard?=) Date: Fri, 31 Jul 2009 11:33:52 +0200 Subject: [rt-users] How to enable robots.txt publicly Message-ID: <001e01ca11c2$04956e30$0dc04a90$@com> Hello everyone, I try to use a custom robots.txt file on RT apache instance but it seems this file is not publicly accessible online so web robots can?t read the file. Can someone explain how to make this file public and makes this works ? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From terence at deeproot.co.in Fri Jul 31 05:54:41 2009 From: terence at deeproot.co.in (Terence Monteiro) Date: Fri, 31 Jul 2009 15:24:41 +0530 Subject: [rt-users] Scrip to auto-resolve a ticket based on subject In-Reply-To: <5C997B72BFAE0E43A2BC15743A787D767588DB5C7E@ralph.syd01.office.plat.net.au.local> References: <5C997B72BFAE0E43A2BC15743A787D767588DB5C7E@ralph.syd01.office.plat.net.au.local> Message-ID: <20090731095440.GE7095@deeproot.co.in> On Fri, Jul 31, 2009 at 06:07:37PM +1000, David Hooton wrote: > Hi all, > > So far I've created a scrip in our Backup queue which looks like this: > > my $match = "Backup Report [Successful]"; First the square brackets have to be escaped. You want "Backup Report \[Successful\]" > my $t_subject = $self->TicketObj->Subject; > if ( $t_subject !~ /$match/i ) { > return 0; > } > else { > return 1; > } Also, Perl return value for true is 1 and if you want the scrip to execute for subject matching, you'll want to put return 1 inside the if body. > In Custom action preparation code I have nothing. > > In Custom action cleanup code I have: > > $self->TicketObj->SetStatus( "resolved"); return 1; Also I would advise you to set the action to resolve ticket instead of user defined, since I would expect you to have a resolve ticket available by default. Hope this helps. -- Regards, Terence. http://www.deeproot.in Ph: +91 (80) 4089 0000 From terence at deeproot.co.in Fri Jul 31 08:10:24 2009 From: terence at deeproot.co.in (Terence Monteiro) Date: Fri, 31 Jul 2009 17:40:24 +0530 Subject: [rt-users] Scrip to auto-resolve a ticket based on subject In-Reply-To: <5C997B72BFAE0E43A2BC15743A787D767588DB5C8A@ralph.syd01.office.plat.net.au.local> References: <5C997B72BFAE0E43A2BC15743A787D767588DB5C7E@ralph.syd01.office.plat.net.au.local> <20090731095440.GE7095@deeproot.co.in> <5C997B72BFAE0E43A2BC15743A787D767588DB5C8A@ralph.syd01.office.plat.net.au.local> Message-ID: <20090731121024.GA10347@deeproot.co.in> It benefits the community if you reply/Cc to the list. On Fri, Jul 31, 2009 at 08:25:59PM +1000, David Hooton wrote: > Thank you for your help Terrence.. That would be Terence with a single r. > So I've fixed the escaping, thankyou! > > I don't understand this however: > > " Also, Perl return value for true is 1 and if you want the scrip to > execute for subject matching, you'll want to put return 1 inside the if > body." Inside the if block, you need to put return 1 instead of return 0. So if the subject matches the pattern, the action is executed. In the else part, you can have return undef. > Can you explain what I should be changing and where? I'm sorry I am very unskilled in perl. > > Finally I can not find "resolve ticket" in the action list..? Is that a problem? Never mind. It doesn't seem to be there. Ensure you have return 1 in you action preparation code. You can refer the wiki for a resolve ticket scrip action: http://wiki.bestpractical.com/view/ResolveTicket -- Regards, Terence. http://www.deeproot.in Ph: +91 (80) 4089 0000 From david.hooton at platformnetworks.net Fri Jul 31 08:56:46 2009 From: david.hooton at platformnetworks.net (David Hooton) Date: Fri, 31 Jul 2009 22:56:46 +1000 Subject: [rt-users] Scrip to auto-resolve a ticket based on subject In-Reply-To: <20090731121024.GA10347@deeproot.co.in> References: <5C997B72BFAE0E43A2BC15743A787D767588DB5C7E@ralph.syd01.office.plat.net.au.local> <20090731095440.GE7095@deeproot.co.in> <5C997B72BFAE0E43A2BC15743A787D767588DB5C8A@ralph.syd01.office.plat.net.au.local> <20090731121024.GA10347@deeproot.co.in> Message-ID: <5C997B72BFAE0E43A2BC15743A787D767588DB5C94@ralph.syd01.office.plat.net.au.local> Terence, > It benefits the community if you reply/Cc to the list. Apologies - I didn't hit reply all. I have it working now, that wiki article helped me find my errors. For others future reference here's what I wound up with: Description: Auto Close Successful Backups Condition: On Create Action: User Defined Template: Global Template: Blank Stage: TransactionCreate Custom condition: my $match = "Backup Report \[Successful\]"; my $t_subject = $self->TicketObj->Subject; if ( $t_subject !~ /$match/i ) { return 1; } else { return 0; } Custom action preparation code: return 1; Custom action cleanup code: $self->TicketObj->SetStatus( "resolved" ); return 1; This seems to be working really well now, thanks to Terence for his help. Kind Regards, David Hooton Managing Director Platform Networks www.platformnetworks.net From gagel at cnc.bc.ca Fri Jul 31 11:44:07 2009 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Fri, 31 Jul 2009 08:44:07 -0700 Subject: [rt-users] How to enable robots.txt publicly Message-ID: <4a731147.1d4.5a4.62be@cnc.bc.ca> --- Original message --- I try to use a custom robots.txt file on RT apache instance but it seems this file is not publicly accessible online so web robots can?t read the file. Can someone explain how to make this file public and makes this works ? Thanks. S?bastien, The robots.txt file needs to be in the root directory of the server. If you're using something like ipplan.domain.tld then drop the robots.txt file into the same directory where the server grabs the default page from. If you're using your.domain.tld/ipplan then you must do the above. ------------------------------------------------------------------- The College of New Caledonia Visit us at http://www.cnc.bc.ca Virus scanning is done on all incoming and outgoing email. Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca ------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jul 31 12:43:50 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 31 Jul 2009 12:43:50 -0400 Subject: [rt-users] Malformed sort order header links in Quick Search -> (queue-name) In-Reply-To: <4A7141BB.8070400@connect.com.au> References: <4A7141BB.8070400@connect.com.au> Message-ID: <20090731164350.GA12588@jibsheet.com> On Thu, Jul 30, 2009 at 04:46:19PM +1000, Leif Terrens wrote: > Howdy all, > > I'm having a bit of trouble after upgrading from RT version 3.0.9 on > mysql4 to 3.8.4 on mysql5 running on Solaris 10. > > I've managed to build and install all of the RT pre-requisites > correctly, built the RT package according to the options I desired. > Apache and mysql have been correctly upgraded and configured; I get to > login and poke around fine other than the problem I've encountered. > > The problem occurs when I select a Queue from the Quick Search box on > the right hand side of the Home screen. The Queue displays correctly > visually-wise, tickets are displayed and I'm able to select the tickets > by clicking either the ticket ID number or the ticket subject name. The > problem is that the header links ( #, Subject, Status etc ) all have > click-able links that are malformed. An example of this is : > > http:///Search/Results.html?Format= ' href="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#', __WebPath__ and the other tokens are substituted when the search results are displayed. The key here is that this is a Format being passed along with the query at the end. They're not supposed to be replaced at this point (Look for the ParseFormat mason component). If you're actually getting an error from your browser, that would be interesting to see. We've not seen a bug report for it. -kevin > > ' href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject', > > Status, QueueName, OwnerName, Priority, '__NEWLINE__', > '', '__Requestors__', > '__CreatedRelative__', > '__ToldRelative__', > '__LastUpdatedRelative__', > '__TimeLeft__'&Order=ASC&OrderBy=Created&Page=1&Query=Queue > = '' AND (Status = 'new' OR Status = 'open' OR Status = > 'stalled')&Rows=50 > > ( Above URL is URL decoded from the URL thats sent in the page. ) > > As can be seen, the link is malformed and it seems that there's a number > of variables that have failed to be substituted. I'm just wondering if > I've come across something strange or if I've mucked up somewhere along > the way causing this to happen. > > Note of interest: I've changed the WebBaseURL from the previous install, > and have cleared the Mason caches since. LDAP auth was used previously, > but i'm not yet up to the cutover so apache/mod_ldap hasn't been done > yet - I doubt that would have any impact here. Any configuration/output > that might be helpful to debug, I can provide. This RT instance has over > 202 thousand tickets, so is fairly sizable, but again I doubt that's > causing the issue. > > Hope that someone can shed some light - > > Leif > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tjg at soe.ucsc.edu Fri Jul 31 13:41:47 2009 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Fri, 31 Jul 2009 10:41:47 -0700 (PDT) Subject: [rt-users] Trouble Adding Users Message-ID: <1817021448.474911249062107214.JavaMail.root@mail-01.cse.ucsc.edu> I'm trying to add a user to RT and it's failing with the following errors in the log file. These errors happen whether the user is added through the admin interface, or by adding them as a watcher to a new ticket. This is on RT 3.8.4 on FreeBSD 7.2. I tried adding users with a different name/e-mail, which also failed. And the user doesn't already exist - if you search for the user, including disabled users, they do not appear. ========== RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: foo at bar.com, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: foo, NickName: , Organization: , PagerPhone: , Privileged: , RealName: Foo Bar, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth /lib/RT/Authen/ExternalAuth.pm:536) RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: foo at bar.com, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: foo, NickName: , Organization: , PagerPhone: , Privileged: , RealName: Foo Bar, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth /lib/RT/Authen/ExternalAuth.pm:536) RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated when added as a watcher, Disabled: 0, EmailAddress: foo at bar.com, Name: foo, Privileged: 0, RealName: foo (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth/lib/RT /Authen/ExternalAuth.pm:536) RT: Failed to create user foo at bar.com: Could not set user info (/usr/local/lib/perl5/site_perl/5.8.9/RT/User_Overlay.pm:511 ) RT: Could not load create a user with the email address 'foo at bar.com' to add as a watcher for ticket 40291 (/usr/local/lib/perl5/site_perl/5.8.9/RT/Ticket_Overlay.pm: 1113) ========== Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 From johnathan.bell at baker.edu Fri Jul 31 15:01:46 2009 From: johnathan.bell at baker.edu (Johnathan Bell) Date: Fri, 31 Jul 2009 15:01:46 -0400 Subject: [rt-users] Virus Scanning of ticket attachments? In-Reply-To: References: <20090728195757.GS471@it.is.rice.edu> Message-ID: <6198AD27-519B-4F36-8293-1451505FF8BA@baker.edu> Where would I put the hook when people are uploading files directly to the web form? I can use spamassassain or clam for email-based attachments, will RT hook all attachments through this same place? Thanks, Johnathan On Jul 28, 2009, at 4:01 PM, Jerrad Pierce wrote: > There are hooks for processing incoming messages > see RT/Interface/Email/Filter/SpamAssassin.pm > > -- > Cambridge Energy Alliance: Save money. Save the planet. -- Johnathan Bell Internet System Administrator, Baker College From johnathan.bell at baker.edu Fri Jul 31 15:18:10 2009 From: johnathan.bell at baker.edu (Johnathan Bell) Date: Fri, 31 Jul 2009 15:18:10 -0400 Subject: [rt-users] Adding arbitrary CC email addresses? Message-ID: <5A7267C2-B9BF-4FB2-9DB1-551010DDD88C@baker.edu> I think I don't completely understand something about how RT works. How can I add a CC to a ticket that's just the raw email address, ie. the user doesn't have an account on our server? Any time I try, I receive the error message "Could not find or create that user". I don't really want to litter our system with a bunch of randomly created users - I just want to be able to send correspondance to users without them actually having an account. Is that even possible? If it's not, then where am I overthinking this? What would be the "normal" way of doing things? Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Jul 31 15:19:59 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 31 Jul 2009 15:19:59 -0400 Subject: [rt-users] Virus Scanning of ticket attachments? In-Reply-To: References: <20090728195757.GS471@it.is.rice.edu> <6198AD27-519B-4F36-8293-1451505FF8BA@baker.edu> Message-ID: Or you could use an overlay on RT::Interface::Web to do your virus checking in MakeMIMEEntity. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Fri Jul 31 15:17:56 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 31 Jul 2009 15:17:56 -0400 Subject: [rt-users] Virus Scanning of ticket attachments? In-Reply-To: <6198AD27-519B-4F36-8293-1451505FF8BA@baker.edu> References: <20090728195757.GS471@it.is.rice.edu> <6198AD27-519B-4F36-8293-1451505FF8BA@baker.edu> Message-ID: > Where would I put the hook when people are uploading files directly to the > web form? I can use spamassassain or clam for email-based attachments, will > RT hook all attachments through this same place? No, as the name implies, the example I gave (which was not to use SA itself, though one could do so) only filters inbound email. There are no callbacks for attachment uploads that I can see. It seem that you'll have to make a custom version of Ticket/Update.html if you wish to validate web attachments. From falcone at bestpractical.com Fri Jul 31 15:55:14 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 31 Jul 2009 15:55:14 -0400 Subject: [rt-users] Trouble Adding Users In-Reply-To: <1817021448.474911249062107214.JavaMail.root@mail-01.cse.ucsc.edu> References: <1817021448.474911249062107214.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <20090731195514.GB12588@jibsheet.com> On Fri, Jul 31, 2009 at 10:41:47AM -0700, Tim Gustafson wrote: > I'm trying to add a user to RT and it's failing with the following errors in the log file. These errors happen whether the user is added through the admin interface, or by adding them as a watcher to a new ticket. This is on RT 3.8.4 on FreeBSD 7.2. I tried adding users with a different name/e-mail, which also failed. And the user doesn't already exist - if you search for the user, including disabled users, they do not appear. > Your logs point squarely at RT::Authen::ExternalAuth, not RT. I bet you've not looked at this config option: # If this is set to 1, then users should be autocreated by RT # # as internal users if they fail to authenticate from an # # external service. Set($AutoCreateNonExternalUsers, 0); The default setting of 0 prevents users from being created if they don't exist in LDAP -kevin > ========== > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: foo at bar.com, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: foo, NickName: , Organization: , PagerPhone: , Privileged: , RealName: Foo Bar, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth /lib/RT/Authen/ExternalAuth.pm:536) > > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: foo at bar.com, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: foo, NickName: , Organization: , PagerPhone: , Privileged: , RealName: Foo Bar, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth /lib/RT/Authen/ExternalAuth.pm:536) > > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated when added as a watcher, Disabled: 0, EmailAddress: foo at bar.com, Name: foo, Privileged: 0, RealName: foo (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth/lib/RT /Authen/ExternalAuth.pm:536) > > RT: Failed to create user foo at bar.com: Could not set user info (/usr/local/lib/perl5/site_perl/5.8.9/RT/User_Overlay.pm:511 ) > > RT: Could not load create a user with the email address 'foo at bar.com' to add as a watcher for ticket 40291 (/usr/local/lib/perl5/site_perl/5.8.9/RT/Ticket_Overlay.pm: 1113) From falcone at bestpractical.com Fri Jul 31 15:57:32 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 31 Jul 2009 15:57:32 -0400 Subject: [rt-users] Adding arbitrary CC email addresses? In-Reply-To: <5A7267C2-B9BF-4FB2-9DB1-551010DDD88C@baker.edu> References: <5A7267C2-B9BF-4FB2-9DB1-551010DDD88C@baker.edu> Message-ID: <20090731195732.GC12588@jibsheet.com> On Fri, Jul 31, 2009 at 03:18:10PM -0400, Johnathan Bell wrote: > I think I don't completely understand something about how RT works. How can I add a CC to a > ticket that's just the raw email address, ie. the user doesn't have an account on our server? RT creates a User account behind your back when you do that. They're an unprivileged user without a password, but RT needs the User account to track things internally. > Any time I try, I receive the error message "Could not find or create that user". I don't > really want to litter our system with a bunch of randomly created users - I just want to be > able to send correspondance to users without them actually having an account. Is that even > possible? If it's not, then where am I overthinking this? What would be the "normal" way of > doing things? Are you using RT::Authen::ExternalAuth or just normal RT auth? If the former, go look at the AutoCreateNonExternalUsers config setting (and your logs) -kevin From raymond at pilotsupplies.com Fri Jul 31 18:13:01 2009 From: raymond at pilotsupplies.com (raymond at pilotsupplies.com) Date: Fri, 31 Jul 2009 15:13:01 -0700 (PDT) Subject: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist In-Reply-To: <589c94400907291027hff2c764o176015f002766168@mail.gmail.com> References: <589c94400907281220m4b0f2a64qfad23f8b9c28d010@mail.gmail.com> <589c94400907281310r4d06c286h9f9d8baa7df9725b@mail.gmail.com> <589c94400907291027hff2c764o176015f002766168@mail.gmail.com> Message-ID: Hi Ruslan, I finally got some time to export old server DB per your instruction using binary set - mysqldump --opt --add-drop-table --single-transaction --default-character-set=binary -u root -pXXXXXX -h localhost rt3 | gzip -c > /var/www/db_bkp/RTNEW-RT3-$date.sql.gz and got the following errors? How to fix? server is running mysql 4.022 on debian ester:/var/dba/scripts# mysqldump: Character set 'binary' is not a compiled character set and is not specified in the '/usr/share/mysql/charsets/Index' file [1]+ Done ./backup_mysql.new On Wed, 29 Jul 2009, Ruslan Zakirov wrote: > On Wed, Jul 29, 2009 at 9:21 PM, wrote: >> Hi, >> >> Thank you for the suggestion. >> >> I'll give that a shot. This is a migration from an old box running 3.2.2 to >> a ?new server which is rt 3.8.4 fresh install. ?Will I need to do "make >> upgrade" as indicated in the 3.8.4 README file? > > Nope, you run `make install` instead of `make upgrade` as you have no > RT files on new server. > >> I am exporting rt 3.2.2 db on old server and importing to the new server >> running rt 3.8.4 > > Don't forget to using --default-charset=binary, both on export and > import. Check exact syntax in mysql's docs. It's important or you can > break every binary attachment. > >> >> >> mysql -u root -p rt3 < oldrt3.2.2.db.sql > > mysql --default-charset=binary -u root -p rt3 < oldrt3.2.2.db.sql >> >> >> >> raymond >> >> >> >> >> >> On Wed, 29 Jul 2009, Ruslan Zakirov wrote: >> >>> Then you missed one step. You have to upgrade DB first from 3.2.2 to >>> 3.7.89 first. It's `rt-setup-database --action update ...` command >>> described in more details in UPGRADING.mysql and README files. >>> >>> On Tue, Jul 28, 2009 at 11:39 PM, wrote: >>>> >>>> Hi Ruslan, >>>> >>>> >>>> My apologies. ?I was upgrading from 3.2.2 >>>> >>>> >>>> raymond >>>> >>>> >>>> >>>> On Tue, 28 Jul 2009, Ruslan Zakirov wrote: >>>> >>>>> Why do you even need mysqlupgrade.sql if it's fresh install? >>>>> >>>>> On Tue, Jul 28, 2009 at 10:13 PM, wrote: >>>>>> >>>>>> ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor >>>>>> >>>>>> fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 >>>>>> >>>>>> go error "Table 'rt3.ObjectCustomFields' doesn't exist" >>>>>> >>>>>> so I went and commented out the following, see below and proceed with >>>>>> the >>>>>> install with no other issues. >>>>>> >>>>>> Am wondering if there are any implications, issues or problems with >>>>>> this >>>>>> or is there a better way to fix this ? >>>>>> >>>>>> >>>>>> thanx! >>>>>> >>>>>> >>>>>> >>>>>> /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 < >>>>>> mysqlupgrade.sql >>>>>> Enter password: >>>>>> ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't >>>>>> exist >>>>>> >>>>>> >>>>>> root at joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql >>>>>> >>>>>> #ALTER TABLE ObjectCustomFields >>>>>> # ? DEFAULT CHARACTER SET utf8; >>>>>> #ALTER TABLE ObjectCustomFieldValues >>>>>> # ? DEFAULT CHARACTER SET utf8; >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> >>>>>> >>>>>> >>>>>> Regards, >>>>>> >>>>>> Raymond Wong >>>>>> >>>>>> >>>>>> Personal motto: P.E.A.C.E >>>>>> Enjoy the present >>>>>> Assert your goals >>>>>> Champion peace >>>>>> Entrust others >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>> >>>>> >>>>> >>>>> >>>> >>>> -- >>>> >>>> >>>> >>>> Regards, >>>> >>>> Raymond Wong >>>> >>>> >>>> Personal motto: P.E.A.C.E >>>> Enjoy the present >>>> Assert your goals >>>> Champion peace >>>> Entrust others >>> >>> >>> >>> >> >> -- >> >> >> >> Regards, >> >> Raymond Wong >> >> >> Personal motto: P.E.A.C.E >> Enjoy the present >> Assert your goals >> Champion peace >> Entrust others > > > > -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others From golgy at golgy.net Fri Jul 31 22:58:42 2009 From: golgy at golgy.net (Leif Terrens) Date: Sat, 1 Aug 2009 12:58:42 +1000 Subject: [rt-users] Malformed sort order header links in Quick Search -> (queue-name) In-Reply-To: <20090731164350.GA12588@jibsheet.com> References: <4A7141BB.8070400@connect.com.au> <20090731164350.GA12588@jibsheet.com> Message-ID: On Sat, Aug 1, 2009 at 2:43 AM, Kevin Falcone wrote: > On Thu, Jul 30, 2009 at 04:46:19PM +1000, Leif Terrens wrote: > > Howdy all, > > > > I'm having a bit of trouble after upgrading from RT version 3.0.9 on > > mysql4 to 3.8.4 on mysql5 running on Solaris 10. > > > > I've managed to build and install all of the RT pre-requisites > > correctly, built the RT package according to the options I desired. > > Apache and mysql have been correctly upgraded and configured; I get to > > login and poke around fine other than the problem I've encountered. > > > > The problem occurs when I select a Queue from the Quick Search box on > > the right hand side of the Home screen. The Queue displays correctly > > visually-wise, tickets are displayed and I'm able to select the tickets > > by clicking either the ticket ID number or the ticket subject name. The > > problem is that the header links ( #, Subject, Status etc ) all have > > click-able links that are malformed. An example of this is : > > > > http:///Search/Results.html?Format= ' > href="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#', > > __WebPath__ and the other tokens are substituted when the search > results are displayed. The key here is that this is a Format being > passed along with the query at the end. They're not supposed to be > replaced at this point (Look for the ParseFormat mason component). > > If you're actually getting an error from your browser, that would be > interesting to see. We've not seen a bug report for it. > > -kevin > > Cheers Kevin - I actually found that I made a silly mistake by not thoroughly testing it with all browsers/platforms. It seems that the lack of action when attempting to sort a queue via those links is particular only to the newest release of Firefox - version 3.5 and upwards ( at least, on Linux/Ubuntu ). The page operates fine with Firefox 3.0 series, and Internet Explorer latest versions. -------------- next part -------------- An HTML attachment was scrubbed... URL: