From jarends at illinois.edu  Mon Jun  1 09:34:45 2009
From: jarends at illinois.edu (John Arends)
Date: Mon, 01 Jun 2009 08:34:45 -0500
Subject: [rt-users] Minimal Apache2 for RT?
In-Reply-To: <alpine.BSO.2.00.0905302321580.20905@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0905302321580.20905@eacs-pth.engr.ucdavis.edu>
Message-ID: <4A23D8F5.4030303@illinois.edu>

What platform are you running RT on? On RHEL the default Apache 
installation is sufficient.

Paul Hirose wrote:
> In short, is there a list of the absolute minimum modules required for Apache 2.2.11 in order to support RT 3.8.3 when using MySQL 5.1.34 (all on the same single server), when used in a fairly default manner.
>
> For example, I'm fairly certain I don't need "userdir" or "imagemap".  I also don't think I need "alias".  I'm not sure about "cgi", I don't think it uses the cgi stuff.  I don't know exactly what form of auth it uses, but I don't think it's any of the auth-dbm or auth-digest, etc.
>
> As always, I'm just trying yet again to streamline my RT operation and experience.
>
> Thank you,
> PH
>
> Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
> 1034 Academic Surge  : Programmer/Analyst   : Backup Motto : rm -fr /
> One Shields Avenue   : Voice (530) 752-7181 : Robot, n.: Univ. Admin
> Davis, CA 95616-8770 : Fax   (530) 752-4465 : rec.pets.cat.anecdotes
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 <jarends at illinois.edu>
Network Analyst
College of ACES - ITCS
University of Illinois at Urbana-Champaign



From sturner at MIT.EDU  Mon Jun  1 10:01:58 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 01 Jun 2009 10:01:58 -0400
Subject: [rt-users] TransactionBatch Question
Message-ID: <op.uuumlk2a5pzi6r@mockingbird.mit.edu>

I'm playing with the TransactionBatch feature and I'm curious: if you use  
$self->TransactionObj in a custom scrip condition for a TransactionBatch  
scrip, what do you get? My understanding is that this stage does not  
execute in the context of a transaction.

Steve

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


From Subbaraman.Venkateswaran at blackrock.com  Mon Jun  1 11:00:19 2009
From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman)
Date: Mon, 1 Jun 2009 11:00:19 -0400
Subject: [rt-users] Search page Owners drop-down
In-Reply-To: <4A14367A.3050002@lbl.gov>
References: <D025D0AB92335E4B90B7ADA30FA3D59504570F49@PCCPMEXV02.na.blkint.com>
	<4A14367A.3050002@lbl.gov>
Message-ID: <D025D0AB92335E4B90B7ADA30FA3D59504570FF8@PCCPMEXV02.na.blkint.com>

I verified the permission of "OwnTicket" and it is not assigned to
Everyone group. Is there any other perms/location I should look into?
Thanks.
 

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

 

________________________________

From: Ken Crocker [mailto:kfcrocker at lbl.gov] 
Sent: Wednesday, May 20, 2009 12:58 PM
To: Venkateswaran, Subbaraman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Search page Owners drop-down


Subb,

    Most likely, you have a very "Liberal" application of the
"OwnTicket" right. For example, if you let just about anyone create a
ticket AND you have given the "OwnTicket" right to "Everyone" Globally,
then guess what? Every ticket that exists in every queue will most
likely have a REALLY long list of possible owners. This will also kick
your Query/search speed into granny low. Try breaking down the
privileges you have into something with more granularity.

Kenn
LBNL

On 5/19/2009 6:17 AM, Venkateswaran, Subbaraman wrote: 

	Can someone please explain why we see all kinds of emails, junk
in addition to Login IDs in the Owners drop-down in RT search page? Is
there a way we can control or maintain this, please?  This is screwing
up people's RT search on tickets based on owners.

	Thanks a lot. 


	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.
	
	
________________________________


	_______________________________________________
	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
	
	Community help: http://wiki.bestpractical.com
	Commercial support: sales at bestpractical.com
	
	
	Discover RT's hidden secrets with RT Essentials from O'Reilly
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THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.
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From kfcrocker at lbl.gov  Mon Jun  1 12:32:12 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 01 Jun 2009 09:32:12 -0700
Subject: [rt-users] TransactionBatch Question
In-Reply-To: <op.uuumlk2a5pzi6r@mockingbird.mit.edu>
References: <op.uuumlk2a5pzi6r@mockingbird.mit.edu>
Message-ID: <4A24028C.8090609@lbl.gov>

Stephen,

    I use it a lot. My understanding, and experience, is that with 
TransdactionCreate, the scrip you write may not execute until after 
certain built-in RT transactions have executed (with commit) and with 
TransactionBatch, they all execute in sequence (alphabetical) followed 
by the commit. I may have the terminology wrong here, but that's my 
experience. Therefore, I have re-named many of my scrips to run in a 
certain sequence. When I have a template that is using a CF that is 
updated in a scrip, it doesn't always show unless I set the scrips for 
TransactionBatch.
    Another thing I noticed. When I ran a scrip with TransactionBatch 
and added some CC's in the Prep Action section, several notification 
scrips for CC's executed. But when I set those CC's in Cleanup Action, 
all other scrips had already executed so the CC notification scrips did 
not kick off (which was what I wanted in the first place).
    I may not be technically correct on some of this, but that's what I 
have noticed. Hope this helps.

Kenn
LBNL

On 6/1/2009 7:01 AM, Stephen Turner wrote:
> I'm playing with the TransactionBatch feature and I'm curious: if you use  
> $self->TransactionObj in a custom scrip condition for a TransactionBatch  
> scrip, what do you get? My understanding is that this stage does not  
> execute in the context of a transaction.
>
> Steve
>
>   


From kfcrocker at lbl.gov  Mon Jun  1 12:42:29 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 01 Jun 2009 09:42:29 -0700
Subject: [rt-users] Search page Owners drop-down
In-Reply-To: <D025D0AB92335E4B90B7ADA30FA3D59504570FF8@PCCPMEXV02.na.blkint.com>
References: <D025D0AB92335E4B90B7ADA30FA3D59504570F49@PCCPMEXV02.na.blkint.com>
	<4A14367A.3050002@lbl.gov>
	<D025D0AB92335E4B90B7ADA30FA3D59504570FF8@PCCPMEXV02.na.blkint.com>
Message-ID: <4A2404F5.9070908@lbl.gov>

Subb,

    You'd have to look at "Privileged" in both Global Group and user 
rights as well as Queue group and user rights. We do not grant rights to 
ANY individual users. For us, that would be a maintenance nightmare. We 
put individual users in user-defined groups that have the same access 
needs. If you have Rights-Matrix, that would tell you exactly who has 
what rights and how they got them. Try looking at that and see what you 
have. It makes debugging these problems a lot easier.
    The thing to keep in mind is that RT will let you grant almost 
anything to anyone. However, to keep the nightmares away, it would be 
prudent to have a set policy for who should do what in what queues and 
set your rights accordingly. If you only have a few users, then you can 
get away with a "seat-of-the-pants" process. But if you have many (in 
our case hundreds and hundreds) you'll spend more time chasing your tail 
trying to find out why someone can/can't do something because there was 
no policy guiding you when you granted all those privileges way back when.
    Remember the old saying "if he had brains, he'd be dangerous"?. 
Well, think of privileges along the same lines. There are always some 
people that find ways to screw up things because no one thought that a 
user would do such and such, so they were generous when setting up 
privileges. Just a thought.

Kenn
LBNL

On 6/1/2009 8:00 AM, Venkateswaran, Subbaraman wrote:
> I verified the permission of "OwnTicket" and it is not assigned to 
> Everyone group. Is there any other perms/location I should look into? 
> Thanks.
>  
>
> Thanks
> Subba Venkateswaran
> A&T - App Eng - SEG
> 609 282 7015
>
>  
>
> ------------------------------------------------------------------------
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Wednesday, May 20, 2009 12:58 PM
> *To:* Venkateswaran, Subbaraman
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Search page Owners drop-down
>
> Subb,
>
>     Most likely, you have a very "Liberal" application of the 
> "OwnTicket" right. For example, if you let just about anyone create a 
> ticket AND you have given the "OwnTicket" right to "Everyone" 
> Globally, then guess what? Every ticket that exists in every queue 
> will most likely have a REALLY long list of possible owners. This will 
> also kick your Query/search speed into granny low. Try breaking down 
> the privileges you have into something with more granularity.
>
> Kenn
> LBNL
>
> On 5/19/2009 6:17 AM, Venkateswaran, Subbaraman wrote:
>>
>> Can someone please explain why we see all kinds of emails, junk in 
>> addition to Login IDs in the Owners drop-down in RT search page? Is 
>> there a way we can control or maintain this, please?  This is 
>> screwing up people's RT search on tickets based on owners.
>>
>> Thanks a lot.
>>
>>
>> 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.
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>
> THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE 
> PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM 
> DISCLOSURE. If the reader of this message is not the intended 
> recipient, you are hereby notified that any dissemination, 
> distribution, copying or use of this message and any attachment is 
> strictly prohibited. If you have received this message in error, 
> please notify us immediately by replying to the message and 
> permanently delete it from your computer and destroy any printout thereof.
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From ruslan.zakirov at gmail.com  Mon Jun  1 13:17:57 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 1 Jun 2009 21:17:57 +0400
Subject: [rt-users] RT configuration for SMTP Relay?
In-Reply-To: <23784513.post@talk.nabble.com>
References: <23784513.post@talk.nabble.com>
Message-ID: <589c94400906011017r6869b479w4ddc8cb430a5691a@mail.gmail.com>

Hello,

Delivering emails into remote RT host can be implemented on an
external server. Read
http://wiki.bestpractical.com/view/InstallMailgateOnly

Sending mail via SMTP server is supported and can be configured in the
RT config, however it's not recommended because of delays that can
affect performance.


On Fri, May 29, 2009 at 9:56 PM, juggler <perry.rivera at ngc.com> wrote:
>
> On a legacy system, I have RT configured to use Sendmail or Postfix (not
> sure) for sending/receiving e-mail.
>
> On a new system (replacing the legacy system), can RT be configured to
> send/receive e-mail via SMTP relay? If so, how would I accomplish this?
> Would additional configuration need to be done on the relay too?
>
> I don't know if the SMTP relay is Exchange or Unix-based (best guess is
> Exchange based). I do know that the SMTP relay is a box external to either
> of the two systems mentioned.
>
> Thanks.
> --
> View this message in context: http://www.nabble.com/RT-configuration-for-SMTP-Relay--tp23784513p23784513.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From mohy at pair.com  Mon Jun  1 13:23:08 2009
From: mohy at pair.com (Mohy Farag)
Date: Mon, 1 Jun 2009 13:23:08 -0400 (EDT)
Subject: [rt-users] How to get RT ticket links.
Message-ID: <20090601131558.Q80507@smx2.pair.com>


How can I get a hash of links from rt?

By links I mean (Depends on, Depended on by, Parents, Children, Refers to 
and, Referred to by).

This will be a script in perl that runs remotely and connects to an RT 
machine. my research led me to module RT::Client::REST. It can retrieve 
other info on a ticket but not the links. any idea how I can get a hash of 
links from rt?

Currently RT::Client::REST->show() only returns

$VAR1 = {
           'TimeEstimated' => '',
           'Status' => 'open',
           'Queue' => 'q1',
           'AdminCc' => '',
           'Requestors' => 'log at log.com',
           'Started' => 'Thu Feb 19 1:02:58 2009',
           'InitialPriority' => '40',
           'Starts' => 'Not set',
           'TimeWorked' => '',
           'id' => 'ticket/2',
           'Told' => 'Not set',
           'Cc' => '',
           'Subject' => 'test ticket',
           'FinalPriority' => '90',
           'TimeLeft' => '',
           'Creator' => 'guy',
           'Owner' => 'guy',
           'Resolved' => 'Not set',
           'Created' => 'Tue Feb 17 13:22:11 2009',
           'Priority' => '42',
           'Due' => 'Not set'
};


-Mohy


From pthirose at ucdavis.edu  Mon Jun  1 13:31:37 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Mon, 1 Jun 2009 10:31:37 -0700 (PDT)
Subject: [rt-users] Minimal Apache2 for RT? (fwd)
Message-ID: <alpine.BSO.2.00.0906011015390.20905@eacs-pth.engr.ucdavis.edu>

>What platform are you running RT on? On RHEL the default Apache
>installation is sufficient.

In my particular case, it's OpenBSD 4.5.  But I'm bulidng Apache-2.2.11 from source, so I'm comparing my modules list against the default in the Apache source build itself.  I'm just trying to pare it down (default is about 30 and I'm down to about half).

So far, I've managed to reduce it down to the following, and I've had no complaints:
rt:bin {102} ./httpd -l
Compiled in modules:
   core.c
   mod_authn_file.c
   mod_authz_host.c
   mod_authz_user.c
   mod_auth_basic.c
   mod_log_config.c
   mod_env.c
   mod_setenvif.c
   prefork.c
   http_core.c
   mod_mime.c
   mod_status.c
   mod_asis.c
   mod_info.c
   mod_dir.c
   mod_so.c

The only reason I need authn_file, authz_host, authz_user, and auth_basic is because I need CAS logins (mod_auth_cas, which is LoadModule'd.)  I don't know if all these auth* modules are required, if I was using the built-in RT-based user authentication system.  I have status/info only for a short time while I monitor it and they'll both eventually be removed.

I think I probably need dir and mime, but I'm not sure about env/setenvif/asis.  I realize I'm kinda hitting the point of diminshing returns at this point, but it's just something I figure I'd try and ask about.

PH

PS
Incidentally, some of the Tuning tips on http://wiki.bestpractical.com/view/PerformanceTuning work really well.  Especially, the MasonStaticSource true, and MasonEnableAutoflush true directives worked well for us.  We were using a recent build of DBIx::SearchBuilder and HTML::Mason, but if your system isn't, I'd highly recommend updating those two modules if possible.


Paul Hirose wrote:
> In short, is there a list of the absolute minimum modules required for Apache 2.2.11 in order to support RT 3.8.3 when using MySQL 5.1.34 (all on the same single server), when used in a fairly default manner.
>
> For example, I'm fairly certain I don't need "userdir" or "imagemap".  I also don't think I need "alias".  I'm not sure about "cgi", I don't think it uses the cgi stuff.  I don't know exactly what form of auth it uses, but I don't think it's any of the auth-dbm or auth-digest, etc.
>
> As always, I'm just trying yet again to streamline my RT operation and experience.
>
> Thank you,
> PH


From pthirose at ucdavis.edu  Mon Jun  1 13:51:10 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Mon, 1 Jun 2009 10:51:10 -0700 (PDT)
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
Message-ID: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>

First, thank you to the BP team for the update.  Making a good product better is always welcome :)

Second, I just wanted to point out to folks that use WebExternalAuth, and potentially the companion WebFallbackToInternalAuth, that it has been reversed.  In RT 3.8.2, it was "...is undefined, the user..." and in 3.8.3, it is now "...is defined, the user..." so please be careful.

Another change I noticed was the default-refresh for RT at a Glance (and Search too!) is now a built-in.  Thank you for that.  I can now remove my own /local/html/index.html file that I had in 3.8.2 for the purpose of the HomepageRefreshInterval setting.  I always like it, when I can get rid of my local customizations (which I must point out, I in turn obtained from the rt-users@ mailing list, not like I invented it myself!)

Finally, I wanted to ask about the EmailSubjectTagRegex.  In 3.8.2, my EmailSubjectTagRegex is qr/(?:Billing|Technical|Administrative) Support/i );  This prevented RT from changing the subject line.  There's entries in the changelog about "Fix for rewriting Ticket subjects when using Queue Subject tags".  Can I now remove my EmailSubjectTagRegex?  Will RT now be able to use each queue's Subject Tag?  All my queue Subject Tag are "Billing Support", "Technical Support", etc.

There are lots more changes of course, but those are the ones I noticed.  In case folks aren't reading the entire changelog, I just wanted to highlight the important (imho to me) ones :)

Thank you,
PH

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


From jesse at bestpractical.com  Mon Jun  1 13:53:38 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 1 Jun 2009 13:53:38 -0400
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
Message-ID: <20090601175338.GV10271@bestpractical.com>



> Second, I just wanted to point out to folks that use WebExternalAuth, and potentially the companion WebFallbackToInternalAuth, that it has been reversed.  In RT 3.8.2, it was "...is undefined, the user..." and in 3.8.3, it is now "...is defined, the user..." so please be careful.

My recollection is that this was a documentation fix, not a change in
actual behaviour.

 


From ruslan.zakirov at gmail.com  Mon Jun  1 13:55:23 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 1 Jun 2009 21:55:23 +0400
Subject: [rt-users] TransactionBatch Question
In-Reply-To: <op.uuumlk2a5pzi6r@mockingbird.mit.edu>
References: <op.uuumlk2a5pzi6r@mockingbird.mit.edu>
Message-ID: <589c94400906011055y69065c16j6f87919b53fb6610@mail.gmail.com>

On Mon, Jun 1, 2009 at 6:01 PM, Stephen Turner <sturner at mit.edu> wrote:
> I'm playing with the TransactionBatch feature and I'm curious: if you use
> $self->TransactionObj in a custom scrip condition for a TransactionBatch
> scrip, what do you get? My understanding is that this stage does not
> execute in the context of a transaction.

It does, you get first transaction that matched the condition, so
not-batch-mode-aware scrips can still work as expected.


>
> Steve
>
> --
> Stephen Turner
> Sr. Analyst/Programmer
> MIT IS&T - SAIS
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 toml at bitstatement.net  Mon Jun  1 14:05:10 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 01 Jun 2009 11:05:10 -0700
Subject: [rt-users] How to get RT ticket links.
In-Reply-To: <20090601131558.Q80507@smx2.pair.com>
References: <20090601131558.Q80507@smx2.pair.com>
Message-ID: <4A241856.8060506@bitstatement.net>

URI:  REST/1.0/ticket/nn/links/show

Give it a try.  I don't know if there's a convenient function for it in
RT::Client::REST but I'll be adding it to my rt-client ruby gem shortly.


Mohy Farag wrote:
> How can I get a hash of links from rt?
> 
> By links I mean (Depends on, Depended on by, Parents, Children, Refers to 
> and, Referred to by).
> 
> This will be a script in perl that runs remotely and connects to an RT 
> machine. my research led me to module RT::Client::REST. It can retrieve 
> other info on a ticket but not the links. any idea how I can get a hash of 
> links from rt?
> 
> Currently RT::Client::REST->show() only returns
> 
> $VAR1 = {
>            'TimeEstimated' => '',
>            'Status' => 'open',
>            'Queue' => 'q1',
>            'AdminCc' => '',
>            'Requestors' => 'log at log.com',
>            'Started' => 'Thu Feb 19 1:02:58 2009',
>            'InitialPriority' => '40',
>            'Starts' => 'Not set',
>            'TimeWorked' => '',
>            'id' => 'ticket/2',
>            'Told' => 'Not set',
>            'Cc' => '',
>            'Subject' => 'test ticket',
>            'FinalPriority' => '90',
>            'TimeLeft' => '',
>            'Creator' => 'guy',
>            'Owner' => 'guy',
>            'Resolved' => 'Not set',
>            'Created' => 'Tue Feb 17 13:22:11 2009',
>            'Priority' => '42',
>            'Due' => 'Not set'
> };
> 
> 
> -Mohy
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From sturner at MIT.EDU  Mon Jun  1 14:15:09 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 01 Jun 2009 14:15:09 -0400
Subject: [rt-users] TransactionBatch Question
In-Reply-To: <589c94400906011055y69065c16j6f87919b53fb6610@mail.gmail.com>
References: <op.uuumlk2a5pzi6r@mockingbird.mit.edu>
	<589c94400906011055y69065c16j6f87919b53fb6610@mail.gmail.com>
Message-ID: <op.uuuybjm15pzi6r@mockingbird.mit.edu>

On Mon, 01 Jun 2009 13:55:23 -0400, Ruslan Zakirov  
<ruslan.zakirov at gmail.com> wrote:

> On Mon, Jun 1, 2009 at 6:01 PM, Stephen Turner <sturner at mit.edu> wrote:
>> I'm playing with the TransactionBatch feature and I'm curious: if you  
>> use
>> $self->TransactionObj in a custom scrip condition for a TransactionBatch
>> scrip, what do you get? My understanding is that this stage does not
>> execute in the context of a transaction.
>
> It does, you get first transaction that matched the condition, so
> not-batch-mode-aware scrips can still work as expected.
>
>

Ah, thanks, I almost understand it now! So, is the scrip invoked once per  
transaction until a transaction matches the scrip condition?

I'm testing with a simple scrip that just returns a value from the custom  
condition, and I update a ticket with status change and two CF changes. If  
the scrip returns 0, I see the scrip being invoked three times, once for  
each of the field-change transactions. If the scrip returns 1, it runs  
only once.

Steve


From falcone at bestpractical.com  Mon Jun  1 14:27:56 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 1 Jun 2009 14:27:56 -0400
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
Message-ID: <CB0E2636-B081-48C8-B513-148867B26C9A@bestpractical.com>


On Jun 1, 2009, at 1:51 PM, Paul Hirose wrote:

> First, thank you to the BP team for the update.  Making a good  
> product better is always welcome :)
>
> Second, I just wanted to point out to folks that use  
> WebExternalAuth, and potentially the companion  
> WebFallbackToInternalAuth, that it has been reversed.  In RT 3.8.2,  
> it was "...is undefined, the user..." and in 3.8.3, it is now "...is  
> defined, the user..." so please be careful.

I believe this was just a documentation fix.

> Finally, I wanted to ask about the EmailSubjectTagRegex.  In 3.8.2,  
> my EmailSubjectTagRegex is qr/(?:Billing|Technical|Administrative)  
> Support/i );  This prevented RT from changing the subject line.   
> There's entries in the changelog about "Fix for rewriting Ticket  
> subjects when using Queue Subject tags".  Can I now remove my  
> EmailSubjectTagRegex?  Will RT now be able to use each queue's  
> Subject Tag?  All my queue Subject Tag are "Billing Support",  
> "Technical Support", etc.

Yes, 3.8.3 fixes the Scrip that was wrongly rewriting subjects, it  
sounds like your
EmailSubjectTagRegex was working around the bug.

-kevin


From toml at bitstatement.net  Mon Jun  1 15:00:56 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 01 Jun 2009 12:00:56 -0700
Subject: [rt-users] How to get RT ticket links.
In-Reply-To: <4A241856.8060506@bitstatement.net>
References: <20090601131558.Q80507@smx2.pair.com>
	<4A241856.8060506@bitstatement.net>
Message-ID: <4A242568.8080103@bitstatement.net>

>> Mohy Farag wrote:
>> How can I get a hash of links from rt?

> Tom wrote:
> URI:  REST/1.0/ticket/nn/links/show
>
> Give it a try.  I don't know if there's a convenient function for it in
> RT::Client::REST but I'll be adding it to my rt-client ruby gem shortly.

rt-client has been updated, version 0.2.2 now includes a links() method for
this.  Available on rubyforge, or just "gem install rt-client".  Docs at
http://rt-client.rubyforge.org/

P.S. I can't believe I top-posted.  What a newb.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From gagel at cnc.bc.ca  Mon Jun  1 15:26:02 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Mon, 01 Jun 2009 12:26:02 -0700
Subject: [rt-users] Problems getting LDAP authentication working...
Message-ID: <4a242b4a.2c8.d88.36ed@cnc.bc.ca>

I'm trying to setup LDAP through the RT-Authen-ExternalAuth plugin.

I have gotten far enough to login as a user via LDAP but I want to restrict login's to a specific group within my Windows AD. I can't seem to get that part working. I know its something I'm doing wrong but I'm not seeing what it is.

So, what I want is to allow users within a group "CSER" to be able to login and create tickets. I want another group "ITAdmin" to be equivalent to the RTAdmin. How do I set this up?

Here is my current configuration:

Set( $rtname, 'XXXXXX.ca');
Set($LogToFileNamed, "/var/tmp/rt3.error");
Set($LogToFile, 'debug');
Set($ExternalAuthPriority,['My_LDAP']);
Set($ExternalInfoPriority,['My_LDAP']);
Set(@Plugins,qw(RT::Authen::ExternalAuth));
Set($ExternalSettings, {
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie)
                                                        'type' => 'ldap',
                                                        'auth' => 1,
                                                        'info' => 1,
                                                        # The server hosting the service
                                                        'server'                    =>  'XXX.XXX.XXX.XXX',
                                                        # The username RT should use to connect to the LDAP server
                                                        'user'                      =>  'XXXXXX',
                                                        # The password RT should use to connect to the LDAP server
                                                        'pass'                    =>  'XXXXXX',
                                                        'base'         =>  'XXXXXX',
                                                        'filter'                    =>  '(objectClass=Person)',
                                                        # A catch-all example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  '(userAccountConrol:1.2.840.113556.1.4.803:=2)',
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # SSL Version to provide to Net::SSLeay *if* using SSL
                                                        'ssl_version'               =>  3,
                                                        # What other args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'             => [    version =>  3   ],
                                                        # Does authentication depend on group membership? What group name?
                                                        'group'                     =>  'CSER',
                                                        # What is the attribute for the group object that determines membership?
                                                        'group_attr'                =>  '',
                                                        'attr_match_list'           => [    'Name',
                                                                                            'EmailAddress',
                                                                                        ],
                                                        'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                                                                            'EmailAddress' => 'mail',
                                                                                        }
                                                    }
                                }
);
1;

With the above configuration I am able to login after I get an error because of the blank group_attr. What exactly is supposed to be there? Every attempt to put something there causes the login to fail. Sample debug follows:

[Mon Jun  1 19:20:27 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:339)
[Mon Jun  1 19:20:32 2009] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Mon Jun  1 19:20:32 2009] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Jun  1 19:20:32 2009] [debug]: Calling UserExists with $username (gagel) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Jun  1 19:20:32 2009] [debug]: UserExists params:
username: gagel , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Mon Jun  1 19:20:32 2009] [debug]: LDAP Search ===  Base: ou=XXXXX=ca == Filter: (i(objectClass=Person)(sAMAccountName=XXXXX)) == Attrs: mail,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Mon Jun  1 19:20:32 2009] [debug]: Password validation required for service - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Mon Jun  1 19:20:32 2009] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Mon Jun  1 19:20:32 2009] [debug]: LDAP Search ===  Base: ou=XXXXXX=ca == Filter: (l(sAMAccountName=XXXXX)(objectClass=Person)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Mon Jun  1 19:20:32 2009] [debug]: Found LDAP DN: CN=XXXX,OU=XXXXXX=ca (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Mon Jun  1 19:20:32 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:339)
[Mon Jun  1 19:20:32 2009] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Mon Jun  1 19:20:32 2009] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Jun  1 19:20:32 2009] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Mon Jun  1 19:20:32 2009] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)

What am I doing wrong?

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


 
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From mohy at pair.com  Mon Jun  1 16:25:36 2009
From: mohy at pair.com (Mohy Farag)
Date: Mon, 1 Jun 2009 16:25:36 -0400 (EDT)
Subject: [rt-users] How to get RT ticket links.
In-Reply-To: <4A242568.8080103@bitstatement.net>
References: <20090601131558.Q80507@smx2.pair.com>
	<4A241856.8060506@bitstatement.net>
	<4A242568.8080103@bitstatement.net>
Message-ID: <20090601162328.X80507@smx2.pair.com>


Thanks for your prompt replies but, I need a solution in perl.

-Mohy

On Mon, 1 Jun 2009, Tom Lahti wrote:

>>> Mohy Farag wrote:
>>> How can I get a hash of links from rt?
>
>> Tom wrote:
>> URI:  REST/1.0/ticket/nn/links/show
>>
>> Give it a try.  I don't know if there's a convenient function for it in
>> RT::Client::REST but I'll be adding it to my rt-client ruby gem shortly.
>
> rt-client has been updated, version 0.2.2 now includes a links() method for
> this.  Available on rubyforge, or just "gem install rt-client".  Docs at
> http://rt-client.rubyforge.org/
>
> P.S. I can't believe I top-posted.  What a newb.
>
> -- 
> -- ============================
>   Tom Lahti
>   BIT Statement LLC
>
>   (425)251-0833 x 117
>   http://www.bitstatement.net/
> -- ============================
>


From cag at us.ibm.com  Mon Jun  1 16:59:21 2009
From: cag at us.ibm.com (Christian Gilmore)
Date: Mon, 1 Jun 2009 14:59:21 -0600
Subject: [rt-users] Custom Fields and Tickets in RT DB Schema
Message-ID: <OF7B66468D.0CBB3046-ON862575C8.007308A7-862575C8.00734BE1@us.ibm.com>

I've been trying to understand how custom fields relate to tickets in the 
RT3 schema, and I can't make that connection. I see transactions related 
to the ticket and the setting of custom fields, but it doesn't seem to 
have the custom field value in the transaction. I need some help making 
this db-level connection.

Thanks!
Christian Gilmore
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From jwinder at logicalsi.com  Mon Jun  1 17:09:34 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Mon, 01 Jun 2009 17:09:34 -0400
Subject: [rt-users] Help with approval templates
Message-ID: <1243890574.29154.162.camel@jwinder-workstation>

I have been fighting this all day, I'm sure it is something simple but
I'm completely missing it.

I had approvals setup with one person being the approver using the
following scrip and template on my General queue:
<scrip>
Description: Create Approval
Condition: On Create
Action: Create Tickets
Template: Approvals
Stage: TransactionCreate
</scrip>
<template>
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: <name-of-user>
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT 
</template>

And all was well. I was receiving these emails as the "needs to be
approved" notices:

        Greetings,
        
        There is a new item pending your approval: "CR Approval for: 9 -
        This is a test ticket 5", 
        a summary of which appears below.
        
        Please visit http://localhost/rt/Approvals/Display.html?id=10
        to approve or reject this ticket, or
        http://localhost/rt/Approvals/ to
        batch-process all your pending approvals.
        
        -------------------------------------------------------------------------
        Someone has created a ticket. you should review and approve it,
        so they can finish their work

But then the fun began. I needed to it up so multiple people can approve
a ticket but only one of them has to. So I followed the instructions at
the bottom on http://wiki.bestpractical.com/view/ApprovalCreation and
changed my General queue's template to be:
<template>
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
AdminCC: {
   my $group_name  = 'Group Name';
   my $groups      = RT::Groups->new( $RT::SystemUser );

   $groups->LimitToUserDefinedGroups();
   $groups->Limit(
         'FIELD'    => 'Name',
         'OPERATOR' => '=',
         'VALUE'    => $group_name );
   $groups->First->Id;
}
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT
</template>

Now I get the emails that looks like this:
        Mon Jun 01 16:51:24 2009: Request 35 was acted upon.
         Transaction: Ticket created by RT_System
               Queue: ___Approvals
             Subject: Approval for Testing Approvials again
               Owner: Nobody
          Requestors: 
              Status: new
         Ticket <URL:
        http://rt.logicalsi.com/rt/Ticket/Display.html?id=35 >
        
        
        Someone has created a ticket. you should review and approve
        it, so work can begin.

I realize the "new" emails I'm getting are from my template in the
General queue and I could just copy the template from the ___Approvals
queue over and add the AdminCC part. But I'm curious as to why adding
the AdminCC part to my template completely changed the systems
operation.

Thanks,

Jeremy



From jarends at illinois.edu  Mon Jun  1 17:24:43 2009
From: jarends at illinois.edu (John Arends)
Date: Mon, 01 Jun 2009 16:24:43 -0500
Subject: [rt-users] Create tickets with a body template?
In-Reply-To: <4A1FFCA5.6020207@illinois.edu>
References: <4A1FFCA5.6020207@illinois.edu>
Message-ID: <4A24471B.7040902@illinois.edu>

I've been poking around a bit more, and found something that looks like 
it will do partially what I want, but it was a feature in RT1 which is 
long passed... :)

There was a template type of web_create.

Does anyone have a method for creating skeleton tickets in RT 3.8 and 
higher?

John Arends wrote:
> Does anyone have a suggestion on creating a template for ticket creation 
> that fills in specific AdminCCs and places a template in the body?
>
> I've had some pretty good luck using RTFM for canned replies to tickets, 
> but I don't see an obvious way to use data from RTFM for ticket creation.
>   



From toml at bitstatement.net  Mon Jun  1 17:37:32 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 01 Jun 2009 14:37:32 -0700
Subject: [rt-users] Custom Fields and Tickets in RT DB Schema
In-Reply-To: <OF7B66468D.0CBB3046-ON862575C8.007308A7-862575C8.00734BE1@us.ibm.com>
References: <OF7B66468D.0CBB3046-ON862575C8.007308A7-862575C8.00734BE1@us.ibm.com>
Message-ID: <4A244A1C.7070307@bitstatement.net>

Christian Gilmore wrote:
> I've been trying to understand how custom fields relate to tickets in the 
> RT3 schema, and I can't make that connection. I see transactions related 
> to the ticket and the setting of custom fields, but it doesn't seem to 
> have the custom field value in the transaction. I need some help making 
> this db-level connection.

My advice: don't.  Use the REST interface.  It's guaranteed* not to change,
even in RT 4.0 where the schema will most assuredly be completely different.

* Based on previous emails on the list from Jesse.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Mon Jun  1 17:46:51 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 01 Jun 2009 14:46:51 -0700
Subject: [rt-users] How to get RT ticket links.
In-Reply-To: <20090601162328.X80507@smx2.pair.com>
References: <20090601131558.Q80507@smx2.pair.com>
	<4A241856.8060506@bitstatement.net>
	<4A242568.8080103@bitstatement.net>
	<20090601162328.X80507@smx2.pair.com>
Message-ID: <4A244C4B.6010907@bitstatement.net>

Mohy Farag wrote:
> 
> Thanks for your prompt replies but, I need a solution in perl.
> 
> -Mohy

There I cannot help you.  RT::Client::REST seems to be written by Dmitri
Tikhonov <dtikhonov at yahoo.com>, you might try seeing if he's on the RT
developer list, or as a last resort, email him directly.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From cag at us.ibm.com  Mon Jun  1 18:00:47 2009
From: cag at us.ibm.com (Christian Gilmore)
Date: Mon, 1 Jun 2009 16:00:47 -0600
Subject: [rt-users] Custom Fields and Tickets in RT DB Schema
In-Reply-To: <4A244A1C.7070307@bitstatement.net>
References: <OF7B66468D.0CBB3046-ON862575C8.007308A7-862575C8.00734BE1@us.ibm.com>
	<4A244A1C.7070307@bitstatement.net>
Message-ID: <OF944D0305.30756AEB-ON862575C8.0078B2EF-862575C8.0078EBAE@us.ibm.com>

Thanks, Tom, for the reply.  Based on your recommendation, I searched for 
the REST documentation and found http://wiki.bestpractical.com/view/REST. 
I probably should have mentioned what I want to do. I'd like to be able to 
get a report on the breakdown of tickets by a particular custom field's 
values. I don't see an obvious way to do that through the REST interface. 
I don't see a way through the standard web search interface to do it 
wholesale, just one-by-one. Any ideas on how best to get these metrics?

Thanks,
Christian



From:
Tom Lahti <toml at bitstatement.net>
To:
Christian Gilmore/Austin/IBM at IBMUS
Cc:
rt-users at lists.bestpractical.com
Date:
06/01/2009 04:40 PM
Subject:
Re: [rt-users] Custom Fields and Tickets in RT DB Schema



Christian Gilmore wrote:
> I've been trying to understand how custom fields relate to tickets in 
the 
> RT3 schema, and I can't make that connection. I see transactions related 

> to the ticket and the setting of custom fields, but it doesn't seem to 
> have the custom field value in the transaction. I need some help making 
> this db-level connection.

My advice: don't.  Use the REST interface.  It's guaranteed* not to 
change,
even in RT 4.0 where the schema will most assuredly be completely 
different.

* Based on previous emails on the list from Jesse.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


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From jwinder at logicalsi.com  Mon Jun  1 18:16:17 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Mon, 01 Jun 2009 18:16:17 -0400
Subject: [rt-users] Help with approval templates
In-Reply-To: <1243890574.29154.162.camel@jwinder-workstation>
References: <1243890574.29154.162.camel@jwinder-workstation>
Message-ID: <1243894577.29154.175.camel@jwinder-workstation>

Ok, I removed the AdminCC and put the Owner: back in the template for
the General queue, just to ensure I wasn't loosing my mind. I get both
"needs approval" notifications, which I didn't realize before.

So what I want to happen is this, I want to be able to have multiple
users with the ability to approve tickets; but I only want the ticket to
require one of them. And I want the better looking default notification
emails.

Any help will be greatly appreciated. I'm trying to learn the system and
go live at the same time, which isn't a good combination.

Thanks in advance,

Jeremy

On Mon, 2009-06-01 at 17:09 -0400, Jeremy Winder wrote:
> I have been fighting this all day, I'm sure it is something simple but
> I'm completely missing it.
> 
> I had approvals setup with one person being the approver using the
> following scrip and template on my General queue:
> <scrip>
> Description: Create Approval
> Condition: On Create
> Action: Create Tickets
> Template: Approvals
> Stage: TransactionCreate
> </scrip>
> <template>
> Name: Approvals
> Description: Template used for requesting approvals
> Content:
> ===Create-Ticket: Approval
> Subject: Approval for {$Tickets{'TOP'}->Subject}
> Depended-On-By: TOP
> Queue: ___Approvals
> Type: approval
> Owner: <name-of-user>
> Content: Someone has created a ticket. you should review and approve
> it, so work can begin.
> ENDOFCONTENT 
> </template>
> 
> And all was well. I was receiving these emails as the "needs to be
> approved" notices:
> 
>         Greetings,
>         
>         There is a new item pending your approval: "CR Approval for: 9 -
>         This is a test ticket 5", 
>         a summary of which appears below.
>         
>         Please visit http://localhost/rt/Approvals/Display.html?id=10
>         to approve or reject this ticket, or
>         http://localhost/rt/Approvals/ to
>         batch-process all your pending approvals.
>         
>         -------------------------------------------------------------------------
>         Someone has created a ticket. you should review and approve it,
>         so they can finish their work
> 
> But then the fun began. I needed to it up so multiple people can approve
> a ticket but only one of them has to. So I followed the instructions at
> the bottom on http://wiki.bestpractical.com/view/ApprovalCreation and
> changed my General queue's template to be:
> <template>
> Name: Approvals
> Description: Template used for requesting approvals
> Content:
> ===Create-Ticket: Approval
> Subject: Approval for {$Tickets{'TOP'}->Subject}
> Depended-On-By: TOP
> Queue: ___Approvals
> Type: approval
> AdminCC: {
>    my $group_name  = 'Group Name';
>    my $groups      = RT::Groups->new( $RT::SystemUser );
> 
>    $groups->LimitToUserDefinedGroups();
>    $groups->Limit(
>          'FIELD'    => 'Name',
>          'OPERATOR' => '=',
>          'VALUE'    => $group_name );
>    $groups->First->Id;
> }
> Content: Someone has created a ticket. you should review and approve
> it, so work can begin.
> ENDOFCONTENT
> </template>
> 
> Now I get the emails that looks like this:
>         Mon Jun 01 16:51:24 2009: Request 35 was acted upon.
>          Transaction: Ticket created by RT_System
>                Queue: ___Approvals
>              Subject: Approval for Testing Approvials again
>                Owner: Nobody
>           Requestors: 
>               Status: new
>          Ticket <URL:
>         http://rt.logicalsi.com/rt/Ticket/Display.html?id=35 >
>         
>         
>         Someone has created a ticket. you should review and approve
>         it, so work can begin.
> 
> I realize the "new" emails I'm getting are from my template in the
> General queue and I could just copy the template from the ___Approvals
> queue over and add the AdminCC part. But I'm curious as to why adding
> the AdminCC part to my template completely changed the systems
> operation.
> 
> Thanks,
> 
> Jeremy
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From ruslan.zakirov at gmail.com  Mon Jun  1 18:19:35 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 2 Jun 2009 02:19:35 +0400
Subject: [rt-users] TransactionBatch Question
In-Reply-To: <op.uuuybjm15pzi6r@mockingbird.mit.edu>
References: <op.uuumlk2a5pzi6r@mockingbird.mit.edu>
	<589c94400906011055y69065c16j6f87919b53fb6610@mail.gmail.com>
	<op.uuuybjm15pzi6r@mockingbird.mit.edu>
Message-ID: <589c94400906011519g4216c2b1pdc4e9aa73b905d05@mail.gmail.com>

On Mon, Jun 1, 2009 at 10:15 PM, Stephen Turner <sturner at mit.edu> wrote:
> On Mon, 01 Jun 2009 13:55:23 -0400, Ruslan Zakirov
> <ruslan.zakirov at gmail.com> wrote:
>
>> On Mon, Jun 1, 2009 at 6:01 PM, Stephen Turner <sturner at mit.edu> wrote:
>>>
>>> I'm playing with the TransactionBatch feature and I'm curious: if you use
>>> $self->TransactionObj in a custom scrip condition for a TransactionBatch
>>> scrip, what do you get? My understanding is that this stage does not
>>> execute in the context of a transaction.
>>
>> It does, you get first transaction that matched the condition, so
>> not-batch-mode-aware scrips can still work as expected.
>>
>>
>
> Ah, thanks, I almost understand it now! So, is the scrip invoked once per
> transaction until a transaction matches the scrip condition?
>
> I'm testing with a simple scrip that just returns a value from the custom
> condition, and I update a ticket with status change and two CF changes. If
> the scrip returns 0, I see the scrip being invoked three times, once for
> each of the field-change transactions. If the scrip returns 1, it runs only
> once.

Steve, sorry, but I can't say that I fully understand your
description, but conditions of batch scrips tested on every
transaction in a batch, but process stops as soon as we find a match.
We don't want to fire the same scrip multiple times on the same batch.

For example batch has status, queue and two cfs change.
* If a condition fires its scrip on correspond then the scrip action
wouldn't be applied. All txns in the batch would be checked against
the condition.
* if a condition fires its scrip on queue change then the scrip action
would be applied and default transaction accessor will point to queue
change. The condition wouldn't be checked against cf changes.
* if a condition fires its scrip on any cf change then the scrip
action would be applied and default transaction accessor will point to
the first cf change. The condition wouldn't be checked against other
transacactions after the first change in a cf.

Something like that, hope it helps.


>
> Steve
>



-- 
Best regards, Ruslan.


From toml at bitstatement.net  Mon Jun  1 18:22:27 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 01 Jun 2009 15:22:27 -0700
Subject: [rt-users] Custom Fields and Tickets in RT DB Schema
In-Reply-To: <OF944D0305.30756AEB-ON862575C8.0078B2EF-862575C8.0078EBAE@us.ibm.com>
References: <OF7B66468D.0CBB3046-ON862575C8.007308A7-862575C8.00734BE1@us.ibm.com>	<4A244A1C.7070307@bitstatement.net>
	<OF944D0305.30756AEB-ON862575C8.0078B2EF-862575C8.0078EBAE@us.ibm.com>
Message-ID: <4A2454A3.1050904@bitstatement.net>

Christian Gilmore wrote:
> Thanks, Tom, for the reply.  Based on your recommendation, I searched for 
> the REST documentation and found http://wiki.bestpractical.com/view/REST. 
> I probably should have mentioned what I want to do. I'd like to be able to 
> get a report on the breakdown of tickets by a particular custom field's 
> values. I don't see an obvious way to do that through the REST interface. 
> I don't see a way through the standard web search interface to do it 
> wholesale, just one-by-one. Any ideas on how best to get these metrics?

If you can do the queries in TicketSQL, then you can do it with REST.

/REST/1.0/search/ticket/?query=<TicketSQL_query>&format=s

This will give you a list of tickets, which you can count.

The TicketSQL can be "CF.{Fieldname} = 'something'" or "CF.{Fieldname} > 0
and CF.{FieldName} < 100", or whatever.


Or, if using my ruby library rt-client:

rt = RT_Client.new
count = rt.list(:query => "CF.{Fieldname} = 'something'").size

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From ruslan.zakirov at gmail.com  Mon Jun  1 18:29:44 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 2 Jun 2009 02:29:44 +0400
Subject: [rt-users] Custom Fields and Tickets in RT DB Schema
In-Reply-To: <OF944D0305.30756AEB-ON862575C8.0078B2EF-862575C8.0078EBAE@us.ibm.com>
References: <OF7B66468D.0CBB3046-ON862575C8.007308A7-862575C8.00734BE1@us.ibm.com>
	<4A244A1C.7070307@bitstatement.net>
	<OF944D0305.30756AEB-ON862575C8.0078B2EF-862575C8.0078EBAE@us.ibm.com>
Message-ID: <589c94400906011529v61b686e1w46b50457aa88dbb8@mail.gmail.com>

There is Chart fnctionality in RT that allows you to do this.

For example use guest/guest credentials and the following link:
http://rt3.fsck.com/Search/Chart.html?Order=ASC&Query=Queue+%3D+%27rt3%27+AND+%28Status+%3D+%27new%27+OR+Status+%3D+%27open%27+OR+Status+%3D+%27stalled%27%29&Rows=50&OrderBy=id&Format=%0D%0A+++%27%3CB%3E%3CA+HREF%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2FB%3E%2FTITLE%3A%23%27%2C%0D%0A+++%27%3CB%3E%3CA+HREF%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2FB%3E%2FTITLE%3ASubject%27%2C%0D%0A+++Status%2C%0D%0A+++QueueName%2C+%0D%0A+++OwnerName%2C+%0D%0A+++Priority%2C+%0D%0A+++%27__NEWLINE__%27%2C%0D%0A+++%27%27%2C+%0D%0A+++%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A+++%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A+++%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A+++%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A+++%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=CF.%7B49%7D

If you enable the query logging then you can steal SQL and figure out relations.

On Tue, Jun 2, 2009 at 2:00 AM, Christian Gilmore <cag at us.ibm.com> wrote:
>
> Thanks, Tom, for the reply. ?Based on your recommendation, I searched for
> the REST documentation and found http://wiki.bestpractical.com/view/REST. I
> probably should have mentioned what I want to do. I'd like to be able to get
> a report on the breakdown of tickets by a particular custom field's values.
> I don't see an obvious way to do that through the REST interface. I don't
> see a way through the standard web search interface to do it wholesale, just
> one-by-one. Any ideas on how best to get these metrics?
>
> Thanks,
> Christian
>
>
> From: Tom Lahti <toml at bitstatement.net>
> To: Christian Gilmore/Austin/IBM at IBMUS
> Cc: rt-users at lists.bestpractical.com
> Date: 06/01/2009 04:40 PM
> Subject: Re: [rt-users] Custom Fields and Tickets in RT DB Schema
> ________________________________
>
>
> Christian Gilmore wrote:
>> I've been trying to understand how custom fields relate to tickets in the
>> RT3 schema, and I can't make that connection. I see transactions related
>> to the ticket and the setting of custom fields, but it doesn't seem to
>> have the custom field value in the transaction. I need some help making
>> this db-level connection.
>
> My advice: don't. ?Use the REST interface. ?It's guaranteed* not to change,
> even in RT 4.0 where the schema will most assuredly be completely different.
>
> * Based on previous emails on the list from Jesse.
>
> --
> -- ============================
> ? Tom Lahti
> ? BIT Statement LLC
>
> ? (425)251-0833 x 117
> ? http://www.bitstatement.net/
> -- ============================
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From chaim.rieger at gmail.com  Mon Jun  1 18:23:35 2009
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Mon, 01 Jun 2009 15:23:35 -0700
Subject: [rt-users] time zone question
Message-ID: <4A2454E7.6070709@gmail.com>

which one is correct ?
Set($Timezone , 'US/Los_Angeles');
or
Set($Timezone , 'US/Pacific');


am using Los_Angeles currently and all my timestamps are exactly 7 hours
ahead of realtime.




From ruslan.zakirov at gmail.com  Mon Jun  1 18:35:10 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 2 Jun 2009 02:35:10 +0400
Subject: [rt-users] time zone question
In-Reply-To: <4A2454E7.6070709@gmail.com>
References: <4A2454E7.6070709@gmail.com>
Message-ID: <589c94400906011535t76af0b10p89daebd06ae2019b@mail.gmail.com>

On Tue, Jun 2, 2009 at 2:23 AM, Chaim Rieger <chaim.rieger at gmail.com> wrote:
> which one is correct ?
> Set($Timezone , 'US/Los_Angeles');
> or
> Set($Timezone , 'US/Pacific');

Really depends on the system files.

> am using Los_Angeles currently and all my timestamps are exactly 7 hours
> ahead of realtime.

If you're talking about timestamps in DB or logs then those are
expected to be in UTC.

-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Mon Jun  1 18:43:37 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 2 Jun 2009 02:43:37 +0400
Subject: [rt-users] How to get RT ticket links.
In-Reply-To: <4A244C4B.6010907@bitstatement.net>
References: <20090601131558.Q80507@smx2.pair.com>
	<4A241856.8060506@bitstatement.net>
	<4A242568.8080103@bitstatement.net>
	<20090601162328.X80507@smx2.pair.com>
	<4A244C4B.6010907@bitstatement.net>
Message-ID: <589c94400906011543v5613f5f4n664b9edfda69ccf9@mail.gmail.com>

Actually there are more developers who has rights to change this
module, so it's better to start from rt.cpan.org instead of direct
mailing main maintainer:

http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Client-REST

Looks like that links listing via REST is not implemented in this
extension, but I believe that wouldn't be hard to add using
transactions method as example.

On Tue, Jun 2, 2009 at 1:46 AM, Tom Lahti <toml at bitstatement.net> wrote:
> Mohy Farag wrote:
>>
>> Thanks for your prompt replies but, I need a solution in perl.
>>
>> -Mohy
>
> There I cannot help you. ?RT::Client::REST seems to be written by Dmitri
> Tikhonov <dtikhonov at yahoo.com>, you might try seeing if he's on the RT
> developer list, or as a last resort, email him directly.
>
> --
> -- ============================
> ? Tom Lahti
> ? BIT Statement LLC
>
> ? (425)251-0833 x 117
> ? http://www.bitstatement.net/
> -- ============================
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Mon Jun  1 18:45:20 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 2 Jun 2009 02:45:20 +0400
Subject: [rt-users] Create tickets with a body template?
In-Reply-To: <4A1FFCA5.6020207@illinois.edu>
References: <4A1FFCA5.6020207@illinois.edu>
Message-ID: <589c94400906011545k4390b411mf6b987743bbafc2d@mail.gmail.com>

RTFM on create is feature of RTFM 2.4 and RT 3.8 and should be enabled
in the config.

On Fri, May 29, 2009 at 7:17 PM, John Arends <jarends at illinois.edu> wrote:
> Does anyone have a suggestion on creating a template for ticket creation
> that fills in specific AdminCCs and places a template in the body?
>
> I've had some pretty good luck using RTFM for canned replies to tickets,
> but I don't see an obvious way to use data from RTFM for ticket creation.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 cag at us.ibm.com  Mon Jun  1 19:05:00 2009
From: cag at us.ibm.com (Christian Gilmore)
Date: Mon, 1 Jun 2009 17:05:00 -0600
Subject: [rt-users] Custom Fields and Tickets in RT DB Schema
In-Reply-To: <589c94400906011529v61b686e1w46b50457aa88dbb8@mail.gmail.com>
References: <OF7B66468D.0CBB3046-ON862575C8.007308A7-862575C8.00734BE1@us.ibm.com>	
	<4A244A1C.7070307@bitstatement.net>
	<OF944D0305.30756AEB-ON862575C8.0078B2EF-862575C8.0078EBAE@us.ibm.com>
	<589c94400906011529v61b686e1w46b50457aa88dbb8@mail.gmail.com>
Message-ID: <OFCAE1DC19.ABB198B3-ON862575C8.007EB3B4-862575C8.007ECCE6@us.ibm.com>

Thanks! After tweaking your example, I think I have what I need for this 
particular exercise. I couldn't find much documentation on the built-in 
Chart feature. Is there any available?

Thanks,
Christian Gilmore



From:
Ruslan Zakirov <ruslan.zakirov at gmail.com>
To:
Christian Gilmore/Austin/IBM at IBMUS
Cc:
rt-users at lists.bestpractical.com
Date:
06/01/2009 05:29 PM
Subject:
Re: [rt-users] Custom Fields and Tickets in RT DB Schema



There is Chart fnctionality in RT that allows you to do this.

For example use guest/guest credentials and the following link:
http://rt3.fsck.com/Search/Chart.html?Order=ASC&Query=Queue+%3D+%27rt3%27+AND+%28Status+%3D+%27new%27+OR+Status+%3D+%27open%27+OR+Status+%3D+%27stalled%27%29&Rows=50&OrderBy=id&Format=%0D%0A+++%27%3CB%3E%3CA+HREF%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2FB%3E%2FTITLE%3A%23%27%2C%0D%0A+++%27%3CB%3E%3CA+HREF%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2FB%3E%2FTITLE%3ASubject%27%2C%0D%0A+++Status%2C%0D%0A+++QueueName%2C+%0D%0A+++OwnerName%2C+%0D%0A+++Priority%2C+%0D%0A+++%27__NEWLINE__%27%2C%0D%0A+++%27%27%2C+%0D%0A+++%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A+++%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A+++%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A+++%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A+++%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&ChartStyle=bar&PrimaryGroupBy=CF.%7B49%7D


If you enable the query logging then you can steal SQL and figure out 
relations.

On Tue, Jun 2, 2009 at 2:00 AM, Christian Gilmore <cag at us.ibm.com> wrote:
>
> Thanks, Tom, for the reply.  Based on your recommendation, I searched 
for
> the REST documentation and found http://wiki.bestpractical.com/view/REST
. I
> probably should have mentioned what I want to do. I'd like to be able to 
get
> a report on the breakdown of tickets by a particular custom field's 
values.
> I don't see an obvious way to do that through the REST interface. I 
don't
> see a way through the standard web search interface to do it wholesale, 
just
> one-by-one. Any ideas on how best to get these metrics?
>
> Thanks,
> Christian
>
>
> From: Tom Lahti <toml at bitstatement.net>
> To: Christian Gilmore/Austin/IBM at IBMUS
> Cc: rt-users at lists.bestpractical.com
> Date: 06/01/2009 04:40 PM
> Subject: Re: [rt-users] Custom Fields and Tickets in RT DB Schema
> ________________________________
>
>
> Christian Gilmore wrote:
>> I've been trying to understand how custom fields relate to tickets in 
the
>> RT3 schema, and I can't make that connection. I see transactions 
related
>> to the ticket and the setting of custom fields, but it doesn't seem to
>> have the custom field value in the transaction. I need some help making
>> this db-level connection.
>
> My advice: don't.  Use the REST interface.  It's guaranteed* not to 
change,
> even in RT 4.0 where the schema will most assuredly be completely 
different.
>
> * Based on previous emails on the list from Jesse.
>
> --
> -- ============================
>   Tom Lahti
>   BIT Statement LLC
>
>   (425)251-0833 x 117
>   http://www.bitstatement.net/
> -- ============================
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


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From aaron at guise.net.nz  Mon Jun  1 19:25:53 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Tue, 2 Jun 2009 11:25:53 +1200
Subject: [rt-users] Increase size of Select Boxes (rt-3.8.0)
Message-ID: <c8c01a250906011625r1a935999x29bdf46e924b25d5@mail.gmail.com>

Hi,

Just wondered if anyone can give me some pointers as to how I may be able to
change the size of the two select boxes which I have shown on the attached
image.
I have had a quick look and cannot seem to locate them.

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *
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From ranatanveer at gmail.com  Mon Jun  1 20:18:10 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Tue, 2 Jun 2009 06:18:10 +0600
Subject: [rt-users] Only Plain Text Mails.
In-Reply-To: <2282948c0905302132u29498983sd31e4dfe7835cec5@mail.gmail.com>
References: <2282948c0905302132u29498983sd31e4dfe7835cec5@mail.gmail.com>
Message-ID: <2282948c0906011718u55faf1e1yd4e3ffcc87fb2c8f@mail.gmail.com>

Hi Kavin


I have tried hard to implement according to your advise. but unfortunately
it does not work or may i did something wrong.

http://code.bestpractical.com/bps-public/rt/3.8/trunk/docs/templates.pod


can you please give me some exact example so that i use that with little
modification.

I have spent 10 hours for this task to sent mails in text/html.

i am thinking about to modify SendEmail.pm, as this was not the right way to
deal with so i did not change this file. as it is clearly mentioned here
that for security reason we only send textual mails.

can you please help ?

Part of the

/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm

# For security reasons, we only send out textual mails.
 foreach my $part ( grep !$_->is_multipart, $MIMEObj->parts_DFS ) {
.
.
.

On May 31, 2009, at 12:32 AM, Rana Tanveer wrote:

> I am using RT 3.8.2, but RT is sending only plain text messages.

Please read docs/templates.pod in your RT tarball which
describes the steps necessary to generate outgoing HTML
email (the settings below only affect display of mail within
RT)

-kevin


>
> i used below setting but same result.
>
> Set($PreferRichText, 1);
> Set($MessageBoxRichText, 1);
> Set($MessageBoxRichTextHeight, 200);
>
> I even try to search mailing lists but no luck.
>
> could anyone guide me what is wrong, or what might should i have to
> use ?
>
> --
> ---------------------------------------------
> Rana Tanveer
> +923224194457
> http://www.sysadminsline.com
> ---------------------------------------------

On Sun, May 31, 2009 at 10:32 AM, Rana Tanveer <ranatanveer at gmail.com>wrote:

> Hi Every one.
>
> I am using RT 3.8.2, but RT is sending only plain text messages.
>
> i used below setting but same result.
>
> Set($PreferRichText, 1);
> Set($MessageBoxRichText, 1);
> Set($MessageBoxRichTextHeight, 200);
>
> I even try to search mailing lists but no luck.
>
> could anyone guide me what is wrong, or what might should i have to use ?
>
> --
> ---------------------------------------------
>           Rana Tanveer
>          +923224194457
> http://www.sysadminsline.com
> ---------------------------------------------
>



-- 
---------------------------------------------
         Rana Tanveer
        +923224194457
http://www.sysadminsline.com
---------------------------------------------
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From stephen.a.cochran.lists at cahir.net  Mon Jun  1 23:34:23 2009
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Mon, 1 Jun 2009 23:34:23 -0400
Subject: [rt-users] Custom Fields in Update.html view
Message-ID: <35ccbd010906012034i4996385bmfa3a0aa4028e835e@mail.gmail.com>

Custom fields are displayed in Update.html (reached by clicking on Comment,
Reply, or Resolve). Are they supposed to be modifiable in that interface? I
don't see anything in Update.html that would be saving their settings,
though I don't recognize the form submission handling in Update.html.

I know the ticket status and owners are saved, but CFs dont' seem to be.

Thanks,
Steve
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From mike.peachey at jennic.com  Tue Jun  2 04:18:52 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 02 Jun 2009 09:18:52 +0100
Subject: [rt-users] Problems getting LDAP authentication working...
In-Reply-To: <4a242b4a.2c8.d88.36ed@cnc.bc.ca>
References: <4a242b4a.2c8.d88.36ed@cnc.bc.ca>
Message-ID: <4A24E06C.1040207@jennic.com>

Mon 01 Jun 2009 20:26:02 GMT
Kevin Gagel wrote:
> I'm trying to setup LDAP through the RT-Authen-ExternalAuth plugin.
> 
> I have gotten far enough to login as a user via LDAP but I want to
> restrict login's to a specific group within my Windows AD.

Try these:

>                                                         # Does
> authentication depend on group membership? What group name?
>                                                        
> 'group'                     =>  'cn=CSER,<insert base>',
>                                                         # What is the
> attribute for the group object that determines membership?
>                                                        
> 'group_attr'                =>  'member',

-- 
Kind Regards,

__________________________________________________

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


From matthew.seaman at thebunker.net  Tue Jun  2 04:41:51 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Tue, 02 Jun 2009 09:41:51 +0100
Subject: [rt-users] Default value for custom fields
Message-ID: <4A24E5CF.20309@thebunker.net>


I may be being thick here, but I can't see a way to do this from the web
interface.  If I create a custom field of 'Select One Value' type, is
there any way of making one of the values selected by default?   The
actual application I'm looking at here is for tracking time spent
working on tickets out of normal business hours, for which we would
charge extra.  The vast majority of work will be done during normal
hours, so I'd like that to be the default value.

	Cheers,

	Matthew

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

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From jrhett at netconsonance.com  Tue Jun  2 05:28:24 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 02:28:24 -0700
Subject: [rt-users] 3.8.2 message display bug reappears in 3.8.3
Message-ID: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com>

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.

--- ShowEmailRecord.html_orig   2009-02-23 16:55:17.000000000 -0800
+++ ShowEmailRecord.html        2009-02-23 16:56:22.000000000 -0800
  -65,7 +65,7
  my $show;
  $show = sub {
      my $attach = shift;
-    $m->out( '<div id="body"><pre style="padding: 2em;">' );
+    $m->out( '<div id="body" style="white-space: pre-wrap; padding:  
2em;">' );
      $m->out( $m->interp->apply_escapes( $attach->Headers, 'h' ) );
      $m->out( "\n\n" );
      if ( $attach->ContentType =~ m{^multipart/}i ) {
  -76,7 +76,7
      } else {
          $show_content->( $attach );
      }
-    $m->out( '</pre></div>' );
+    $m->out( '</div>' );
  };

  my $AttachmentObj = new RT::Attachment($session{'CurrentUser'});

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





From julien.lacroix at igd.fraunhofer.de  Tue Jun  2 06:53:53 2009
From: julien.lacroix at igd.fraunhofer.de (Julien Lacroix)
Date: Tue, 02 Jun 2009 12:53:53 +0200
Subject: [rt-users] ldap autocreate with ExternalAuth?
In-Reply-To: <4A1A8C63.10504@igd.fraunhofer.de>
References: <4A1A8C63.10504@igd.fraunhofer.de>
Message-ID: <4A2504C1.60303@igd.fraunhofer.de>

Cheers again,
my problem seems to be more unique then i thought.
I will first update to 3.83 now, maybe the new callbacks
are giving me some support. Otherwise i will try to use WebExternalAuth
instead of ExternalAuth.

sincerly,
julien

Julien Lacroix schrieb:
> Cheers RT-users,
>
> as i understand it, RT::Authen::ExternalAuth 0.08 supports autocreate an 
> user account if he can't auth via the external service
> (AutoCreateNonExternalUsers). Whats about the other way round? Can 
> ExternalAuth serving the same functionality as 
> AutoCreateFromExternalUserInfo, or is this (overlay) the tool which 
> fills the gap?
>
> sincerly,
> julien
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 bostjan.vidmar at gmail.com  Tue Jun  2 06:55:42 2009
From: bostjan.vidmar at gmail.com (Bostjan9)
Date: Tue, 2 Jun 2009 03:55:42 -0700 (PDT)
Subject: [rt-users]  Installing RTFM in second instance
Message-ID: <23830329.post@talk.nabble.com>


Hi Every one.

I would like to install new (clean)  RTFM on a second instance of RT
installation. I would not like to do "make initdb" on first instance which
is already in production for years.

Is it OK to set $RTHOME env on a new instance (export
RTHOME=/opt/path-to-new-instance) and do the initdb.

Can you please help ?
-- 
View this message in context: http://www.nabble.com/Installing-RTFM-in-second-instance-tp23830329p23830329.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruslan.zakirov at gmail.com  Tue Jun  2 09:13:31 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 2 Jun 2009 17:13:31 +0400
Subject: [rt-users] Installing RTFM in second instance
In-Reply-To: <23830329.post@talk.nabble.com>
References: <23830329.post@talk.nabble.com>
Message-ID: <589c94400906020613x2f8c1e25qaf38397021cc81d2@mail.gmail.com>

On Tue, Jun 2, 2009 at 2:55 PM, Bostjan9 <bostjan.vidmar at gmail.com> wrote:
>
> Hi Every one.
>
> I would like to install new (clean) ?RTFM on a second instance of RT
> installation. I would not like to do "make initdb" on first instance which
> is already in production for years.
>
> Is it OK to set $RTHOME env on a new instance (export
> RTHOME=/opt/path-to-new-instance) and do the initdb.
>
> Can you please help ?

RTHOME=/path/to/new/instance perl Makefile.PL

check paths in the output

make
make install
make initdb

check DB info before providing password.

> --
> View this message in context: http://www.nabble.com/Installing-RTFM-in-second-instance-tp23830329p23830329.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jwinder at logicalsi.com  Tue Jun  2 11:33:40 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Tue, 02 Jun 2009 11:33:40 -0400
Subject: [rt-users] Help with approval templates
In-Reply-To: <1243894577.29154.175.camel@jwinder-workstation>
References: <1243890574.29154.162.camel@jwinder-workstation>
	<1243894577.29154.175.camel@jwinder-workstation>
Message-ID: <1243956820.29154.195.camel@jwinder-workstation>

Two steps forward, one step back. Ok, I have my initial problem of the
approvers not receiving the 'New Pending Approval' email from the
template in the ___Approvals queue resolved. I fixed it with change to
the code:

--- rt-3.8.3/lib/RT/Approval/Rule/NewPending.pm.orig	2009-05-27
11:50:50.000000000 -0400
+++ rt-3.8.3/lib/RT/Approval/Rule/NewPending.pm	2009-06-02
11:17:21.000000000 -0400
@@ -76,6 +76,7 @@
     # first txn entry of the approval ticket
     local $self->{TransactionObj} = $to;
     $self->RunScripAction('Notify Owner', 'New Pending Approval', @_);
+    $self->RunScripAction('Notify AdminCcs', 'New Pending Approval',
@_);
 
     return;

Since the template says "Notify Owners and AdminCcs of new items pending
their approval" that this is a bug that was over looked. However, I
still have the second problem, which I understand better now.
 
Anytime an approval ticket is created using the scrip and template in my
General queue, the approvers get two emails. One of which is the 'New
Pending Approval' email from the default template in the ___Approvals
queue, and the other is the 'Global: On Create Notify AdminCcs with
template Transaction' script. I would rather not delete a scrip
installed as part of RT. It could make things confusing down the road as
our implementation evolves. However, our approvers are complaining about
getting both emails, and see as they are the bosses, they get what they
want. Is there another way around this issue or is simply removing that
global scrip my best path?

Thanks,

Jeremy


On Mon, 2009-06-01 at 18:16 -0400, Jeremy Winder wrote:
> Ok, I removed the AdminCC and put the Owner: back in the template for
> the General queue, just to ensure I wasn't loosing my mind. I get both
> "needs approval" notifications, which I didn't realize before.
> 
> So what I want to happen is this, I want to be able to have multiple
> users with the ability to approve tickets; but I only want the ticket to
> require one of them. And I want the better looking default notification
> emails.
> 
> Any help will be greatly appreciated. I'm trying to learn the system and
> go live at the same time, which isn't a good combination.
> 
> Thanks in advance,
> 
> Jeremy
> 
> On Mon, 2009-06-01 at 17:09 -0400, Jeremy Winder wrote:
> > I have been fighting this all day, I'm sure it is something simple but
> > I'm completely missing it.
> > 
> > I had approvals setup with one person being the approver using the
> > following scrip and template on my General queue:
> > <scrip>
> > Description: Create Approval
> > Condition: On Create
> > Action: Create Tickets
> > Template: Approvals
> > Stage: TransactionCreate
> > </scrip>
> > <template>
> > Name: Approvals
> > Description: Template used for requesting approvals
> > Content:
> > ===Create-Ticket: Approval
> > Subject: Approval for {$Tickets{'TOP'}->Subject}
> > Depended-On-By: TOP
> > Queue: ___Approvals
> > Type: approval
> > Owner: <name-of-user>
> > Content: Someone has created a ticket. you should review and approve
> > it, so work can begin.
> > ENDOFCONTENT 
> > </template>
> > 
> > And all was well. I was receiving these emails as the "needs to be
> > approved" notices:
> > 
> >         Greetings,
> >         
> >         There is a new item pending your approval: "CR Approval for: 9 -
> >         This is a test ticket 5", 
> >         a summary of which appears below.
> >         
> >         Please visit http://localhost/rt/Approvals/Display.html?id=10
> >         to approve or reject this ticket, or
> >         http://localhost/rt/Approvals/ to
> >         batch-process all your pending approvals.
> >         
> >         -------------------------------------------------------------------------
> >         Someone has created a ticket. you should review and approve it,
> >         so they can finish their work
> > 
> > But then the fun began. I needed to it up so multiple people can approve
> > a ticket but only one of them has to. So I followed the instructions at
> > the bottom on http://wiki.bestpractical.com/view/ApprovalCreation and
> > changed my General queue's template to be:
> > <template>
> > Name: Approvals
> > Description: Template used for requesting approvals
> > Content:
> > ===Create-Ticket: Approval
> > Subject: Approval for {$Tickets{'TOP'}->Subject}
> > Depended-On-By: TOP
> > Queue: ___Approvals
> > Type: approval
> > AdminCC: {
> >    my $group_name  = 'Group Name';
> >    my $groups      = RT::Groups->new( $RT::SystemUser );
> > 
> >    $groups->LimitToUserDefinedGroups();
> >    $groups->Limit(
> >          'FIELD'    => 'Name',
> >          'OPERATOR' => '=',
> >          'VALUE'    => $group_name );
> >    $groups->First->Id;
> > }
> > Content: Someone has created a ticket. you should review and approve
> > it, so work can begin.
> > ENDOFCONTENT
> > </template>
> > 
> > Now I get the emails that looks like this:
> >         Mon Jun 01 16:51:24 2009: Request 35 was acted upon.
> >          Transaction: Ticket created by RT_System
> >                Queue: ___Approvals
> >              Subject: Approval for Testing Approvials again
> >                Owner: Nobody
> >           Requestors: 
> >               Status: new
> >          Ticket <URL:
> >         http://rt.logicalsi.com/rt/Ticket/Display.html?id=35 >
> >         
> >         
> >         Someone has created a ticket. you should review and approve
> >         it, so work can begin.
> > 
> > I realize the "new" emails I'm getting are from my template in the
> > General queue and I could just copy the template from the ___Approvals
> > queue over and add the AdminCC part. But I'm curious as to why adding
> > the AdminCC part to my template completely changed the systems
> > operation.
> > 
> > Thanks,
> > 
> > Jeremy
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 kwasi.date-bah at SnowValley.com  Tue Jun  2 11:23:00 2009
From: kwasi.date-bah at SnowValley.com (Kwasi Date-Bah)
Date: Tue, 2 Jun 2009 16:23:00 +0100
Subject: [rt-users] How to Migrate the Bugzilla Ticket Description into
	Request Tracker
Message-ID: <8B08529E88A3624A9158BBADB6325C35063EA896@sv-mail.snowvalley.com>

Issue

 

My colleague and I have mostly completed the migration of our company
bugzilla database to request tracker.

The issue I am currently encountering is that although the tickets have
migrated across, the actual body content
of the ticket has not migrated across. 

 

I have seen that the detail for a ticket should be held in the
attachments table.

I would really appreciate any advise that you can offer me.

 

Thanks,  

__________________________

Kwasi Date-Bah
Database Administrator

Direct Line: +44 20 7813 9536
kwasi.date-bah at snowvalley.com <mailto:sarah.clelland at snowvalley.com> 

10 Emerald Street, London, WC1N 3QA
Website: http://www.snowvalley.com <http://www.snowvalley.com> 

Blog: http://snowpatrol.snowvalley.com
<http://snowpatrol.snowvalley.com/> 

 

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From kfcrocker at lbl.gov  Tue Jun  2 12:56:17 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 02 Jun 2009 09:56:17 -0700
Subject: [rt-users] Default value for custom fields
In-Reply-To: <4A24E5CF.20309@thebunker.net>
References: <4A24E5CF.20309@thebunker.net>
Message-ID: <4A2559B1.4000907@lbl.gov>

Matthew,

    Try creating a scrip that has the condition of "OnCreate", an action 
as "user-Defined" and put code in the prep action code area that sets 
the CF to the value you want (see below). Put "return 1;" in the 
clean-up action area. That should do it.

Prep Action code:
# set the CF Work-Completed Date

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Work-Completed Date";
my ( undef, undef, undef, $mon, $day, $year ) = localtime( time );
my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );

$cf_obj->LoadByName(Name=>$cf_name);
$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, 
RecordTransaction=>0);

return 1;

Kenn
LBNL

On 6/2/2009 1:41 AM, Matthew Seaman wrote:
> I may be being thick here, but I can't see a way to do this from the web
> interface.  If I create a custom field of 'Select One Value' type, is
> there any way of making one of the values selected by default?   The
> actual application I'm looking at here is for tracking time spent
> working on tickets out of normal business hours, for which we would
> charge extra.  The vast majority of work will be done during normal
> hours, so I'd like that to be the default value.
>
> 	Cheers,
>
> 	Matthew
>
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From jrhett at netconsonance.com  Tue Jun  2 13:30:16 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 10:30:16 -0700
Subject: [rt-users] SuperUser shown in Owner selection list
In-Reply-To: <4A170B57.5030307@al.rs.gov.br>
References: <3969058e0905220751s8d042fbh5d5382b0fc3cdc33@mail.gmail.com>
	<4A16CEE6.1030102@al.rs.gov.br> <4A16E100.6020208@lbl.gov>
	<4A170B57.5030307@al.rs.gov.br>
Message-ID: <01A5D5E9-8CA3-4D1F-82AC-A42A96EDB5DC@netconsonance.com>

On May 22, 2009, at 1:30 PM, Elton S. Fenner wrote:
> My suggestion is to put some note about this in the wiki (http://wiki.bestpractical.com/view/SuperUser 
> ).

Why not you?   The wiki gets better the more you update it ;-)

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



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From kfcrocker at lbl.gov  Tue Jun  2 13:56:55 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 02 Jun 2009 10:56:55 -0700
Subject: [rt-users] How to Migrate the Bugzilla Ticket Description into
 Request Tracker
In-Reply-To: <8B08529E88A3624A9158BBADB6325C35063EA896@sv-mail.snowvalley.com>
References: <8B08529E88A3624A9158BBADB6325C35063EA896@sv-mail.snowvalley.com>
Message-ID: <4A2567E7.3030809@lbl.gov>

Kwasi,

    I'm not sure I understand what you mean by "Detail of the Ticket" 
(especially in terms of attachments), but in the RT wiki, I put the code 
for a perl program we used to convert a legacy ticket system to RT using 
API. Take a look, it might answer some of your questions. Hope this helps.

Kenn
LBNL

On 6/2/2009 8:23 AM, Kwasi Date-Bah wrote:
>
> _Issue_
>
>  
>
> My colleague and I have mostly completed the migration of our company 
> bugzilla database to request tracker.
>
> The issue I am currently encountering is that although the tickets 
> have migrated across, the actual body content
> of the ticket has not migrated across.
>
>  
>
> I have seen that the detail for a ticket should be held in the 
> attachments table.
>
> I would really appreciate any advise that you can offer me.
>
>  
>
> Thanks,  
>
> __________________________
>
> Kwasi Date-Bah
> Database Administrator
>
> Direct Line: +44 20 7813 9536
> kwasi.date-bah at snowvalley.com <mailto:sarah.clelland at snowvalley.com>
>
> 10 Emerald Street, London, WC1N 3QA
> Website: http://www.snowvalley.com
>
> Blog: http://snowpatrol.snowvalley.com <http://snowpatrol.snowvalley.com/>
>
>  
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From jrhett at netconsonance.com  Tue Jun  2 13:57:51 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 10:57:51 -0700
Subject: [rt-users] no documentation for Shredder?
Message-ID: <98C3AE17-E207-4231-A9EF-DCF8D41F6445@netconsonance.com>

If you search the wiki for Shredder you find

1) Lots of notes to "not do this, use Shredder instead"

2) The extensions page where it says RTx::Shredder is not supported  
for 3.0, but that the functionality is built into 3.8 series

But no documentation whatsoever on how to use Shredder.   I'll try to  
fix, but since I'm learning this myself right now, other people adding  
good comments would be nice.

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





From matthew.seaman at thebunker.net  Tue Jun  2 14:05:02 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Tue, 02 Jun 2009 19:05:02 +0100
Subject: [rt-users] Default value for custom fields
In-Reply-To: <4A2559B1.4000907@lbl.gov>
References: <4A24E5CF.20309@thebunker.net> <4A2559B1.4000907@lbl.gov>
Message-ID: <4A2569CE.9050104@thebunker.net>

Ken Crocker wrote:
> Matthew,
> 
>    Try creating a scrip that has the condition of "OnCreate", an action 
> as "user-Defined" and put code in the prep action code area that sets 
> the CF to the value you want (see below). Put "return 1;" in the 
> clean-up action area. That should do it.
> 
> Prep Action code:
> # set the CF Work-Completed Date
> 
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> my $cf_obj = RT::CustomField->new($RT::SystemUser);
> my $cf_name = "Work-Completed Date";
> my ( undef, undef, undef, $mon, $day, $year ) = localtime( time );
> my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
> 
> $cf_obj->LoadByName(Name=>$cf_name);
> $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
> $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, 
> RecordTransaction=>0);
> 
> return 1;

Hmmm... Thanks.  I'd pretty much already come to the conclusion a bit
of scriping (if that's the appropriate gerund) would be necessary.

	Cheers,

	Matthew

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

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From gagel at cnc.bc.ca  Tue Jun  2 14:25:34 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Tue, 02 Jun 2009 11:25:34 -0700
Subject: [rt-users] Resend: Problems getting LDAP authentication working...
Message-ID: <4a256e9e.2c8.9d8.79f2@cnc.bc.ca>

No bites on this so here is additional/updated information.
Using RT 3.8.2
Using Plugin RT-Authen-ExternalAuth to connect to Windows Active Directory for authentication

I cannot get the group E group_attr figured out to allow login by group only. What changes to my configuration do I need to make?

My RT_SiteConfig.pm:
Set( $rtname, 'XXXXXX');
Set($LogToFileNamed, "/var/tmp/rt3.error");
Set($LogToFile, 'debug');
Set($ExternalAuthPriority,['My_LDAP']);
Set($ExternalInfoPriority,['My_LDAP']);
Set(@Plugins,qw(RT::Authen::ExternalAuth));
Set($ExternalSettings, {
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie)
                                                        'type' => 'ldap',
                                                        'auth' => 1,
                                                        'info' => 1,
                                                        # The server hosting the service
                                                        'server'                    =>  'XXX.XXX.XXX.XXX',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # If you can bind to your LDAP server anonymously you should
                                                        # remove the user and pass config lines, otherwise specify them here:
                                                        #
                                                        # The username RT should use to connect to the LDAP server
                                                        'user'                      =>  'XXXXX',
                                                        # The password RT should use to connect to the LDAP server
                                                        'pass'                    =>  'XXXXX',
                                                        #
                                                        # The LDAP search base
                                                        'base'         =>  'ou=Campus,dc=ad,dc=cnc,dc=bc,dc=ca',
                                                        #
                                                        # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                        # YOU **MUST** SPECIFY A filter AND A d_filter!!
                                                        #
                                                        # The filter to use to match RT-Users
                                                        'filter'                    =>  '(objectClass=User)',
                                                        # A catch-all example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  '(userAccountConrol:1.2.840.113556.1.4.803:=2)',
                                                        # A catch-none example d_filter: '(objectClass=FooBarBaz)'
                                                        #
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # SSL Version to provide to Net::SSLeay *if* using SSL
                                                        'ssl_version'               =>  3,
                                                        # What other args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'             => [    version =>  3   ],
                                                        # Does authentication depend on group membership? What group name?
                                                        'group'                     =>  'CSER',
                                                        # What is the attribute for the group object that determines membership?
                                                        'group_attr'                =>  'member',
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
                                                        # This example shows what you *can* specify.. I recommend reducing this
                                                        # to just the Name and EmailAddress to save encountering problems later.
                                                        'attr_match_list'           => [    'Name',
                                                                                            'EmailAddress',
                                                                                        ],
                                                        # The mapping of RT attributes on to LDAP attributes
                                                        'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                                                                            'EmailAddress' => 'mail',
                                                                                        }
                                                    }
                                }
);
1;

Debug output:

[debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:339)
[debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[debug]: Calling UserExists with $username (XXXXX) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[debug]: UserExists params:
username: XXXXX , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[debug]: LDAP Search ===  Base: ou=Campus,dc=ad,dc=cnc,dc=bc,dc=ca == Filter: (t(objectClass=User)(sAMAccountName=XXXXX)) == Attrs: mail,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[debug]: Password validation required for service - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[debug]: LDAP Search ===  Base: ou=Campus,dc=ad,dc=cnc,dc=bc,dc=ca == Filter: (n(sAMAccountName=XXXXX)(objectClass=User)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[debug]: Found LDAP DN: CN=XXXXX,OU=CompServices,OU=Users,OU=PG,OU=Campus,DC=ad,DC=cnc,DC=bc,DC=ca (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[debug]: LDAP Search ===  Base: ou=Campus,dc=ad,dc=cnc,dc=bc,dc=ca == Filter: (member=CN=XXXXX,OU=CompServices,OU=Users,OU=PG,OU=Campus,DC=ad,DC=cnc,DC=bc,DC=ca) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
[critical]: Search for (member=CN=XXXXX,OU=CompServices,OU=Users,OU=PG,OU=Campus,DC=ad,DC=cnc,DC=bc,DC=ca) failed: LDAP_INVALID_DN_SYNTAX 34 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:116)
[debug]: LDAP password validation result: 0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[debug]: Password Validation Check Result:  0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[error]: FAILED LOGIN for XXXXX from 142.27.70.153 (/opt/rt3/share/html/autohandler:268)

I can see that the group_attr seems to be incorrect so what group attribute am I supposed to be using? I've tried various ones with no success. I'm using ADSIEdit to pick attributes to try but haven't been able to find the correct one. I've spent days researching net with LDAP and trying to figure it out.

Could someone please help me or at least point me to the right resource. I can't find anymore information on how to integrate this plugin to use my LDAP source.

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



 
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From jlucas at eagleinvsys.com  Tue Jun  2 14:41:01 2009
From: jlucas at eagleinvsys.com (Jeff Lucas)
Date: Tue, 2 Jun 2009 14:41:01 -0400
Subject: [rt-users] RT::User::MergeInto Unimplemented in
	HTML::Mason::Commands
In-Reply-To: <4a256e9e.2c8.9d8.79f2@cnc.bc.ca>
References: <4a256e9e.2c8.9d8.79f2@cnc.bc.ca>
Message-ID: <11E641922C0B44439FB30F8936ABF621073AA900@bigmail01.eagleinvsys.com>

I?ve installed RT-Extension-MergeUsers-0.03_02 but get the following when trying to use it from the User account page?

 

RT::User::MergeInto Unimplemented in HTML::Mason::Commands. (/apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers/Admin/Users/Modify.html/RightColumnBottom line 71)

 

 

My install is a bit unusual in that I have RT installed in /apps as follows?

# find /apps/rt-3.8.2/ -name \*erge\*

/apps/rt-3.8.2/man/auto/RT/Extension/MergeUsers

/apps/rt-3.8.2/man/man3/RT::Extension::MergeUsers.3pm

/apps/rt-3.8.2/lib/RT/Extension/MergeUsers.pm

/apps/rt-3.8.2/share/html/REST/1.0/ticket/merge

/apps/rt-3.8.2/share/html/REST/1.0/Forms/ticket/merge

/apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers

/apps/rt-3.8.2/bin/rt-update-merged-users

/apps/rt-3.8.2/bin/rt-merge-users

/apps/rt-3.8.2/var/mason_data/obj/2362954981/standard/Callbacks/RT-Extension-MergeUsers

 

# grep -i merge /apps/rt-3.8.2/etc/*

/apps/rt-3.8.2/etc/RT_Config.pm: debug info notice warning error critical alert emergency

/apps/rt-3.8.2/etc/RT_SiteConfig.pm:Set(@Plugins, qw(RT::Extension::MergeUsers));

 

I?m not sure if my non-standard install location is the problem or not.

 

TIA.

 

-Jeff

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From jrhett at netconsonance.com  Tue Jun  2 14:48:47 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 11:48:47 -0700
Subject: [rt-users] search for deleted tickets in a Dashboard?
Message-ID: <7093BD1E-B2C9-4E79-B8A3-60AEB10E44E9@netconsonance.com>

I'm trying to create a Dashboard which will mail out the tickets for  
review which are going to be purged from the system by rt-scrubber.

In testing I have found something weird.  Giving rt-scrubber a query  
like this works fine.

  rt-shredder --plugin "Tickets=query, Status = 'deleted' AND  
LastUpdated < '90 days ago';limit,100" --sqldump /u/rtweb/shredder- 
restore.sql

However the same query in the ticket system returns no results.  Is  
there something about doing ticket queries where Deleted is not a  
valid status?  How do we solve this problem?

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





From smcclure at rice.edu  Tue Jun  2 15:05:23 2009
From: smcclure at rice.edu (Susan McClure)
Date: Tue, 02 Jun 2009 14:05:23 -0500
Subject: [rt-users] RT ExternalAuth  LDAP and Adding Local users in 3.8.2
Message-ID: <4A2577F3.6070809@rice.edu>

I have been reading the postings about RT-Authen-ExternalAuth
but am confused on what appears to be some conflicting setup
information.

I am using:
  RT 3.8.2
  RT-Authen-ExternalAuth 0.08

I would like to use LDAP for authentication and information first,
and that part seems to work OK.
But  I also would like to:
  - add LOCAL users to RT internal DB (i.e; test and test-admin type
accounts)
  - NOT autocreate a new RT account, if we receive an email from
a user that is unknown in local RT or LDAP.
  - NOT make multiple accounts for a user's multiple email aliases.
(Our ldap contains several email addresses for each user (uid) )


When I try to add a local account through the Web(using Root,
Configuration->Users->Create). I receive the error "Name in Use"
The username I am trying to create is NOT in existence, but the email
for that new account IS.

My  error_log shows:
==================================
> [Tue Jun  2 17:45:21 2009] [debug]: User Check Failed :: ( My_LDAP ) root User not found (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318)
> [Tue Jun  2 17:45:21 2009] [debug]: Autohandler called ExternalAuth. Response: (0, No User)
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
> [Tue Jun  2 17:45:21 2009] [info]: Successful login for root from 168.7.56.227 (/usr/site/rt-3.8/PROD/share/html/autohandler:276)
> [Tue Jun  2 17:46:40 2009] [debug]: /ServiceUpdate/Elements/Header calls old style callback, use $m->callback (/usr/site/rt-3.8/PROD/share/html/Elements/Callback:51)
> [Tue Jun  2 17:46:40 2009] [crit]: HasRight called with no valid object (/usr/site/rt-3.8/PROD/bin/../lib/RT/Principal_Overlay.pm:322)
> [Tue Jun  2 17:51:36 2009] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: , City: , Comments: Admin Authority Level Account for RT, ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: smcclure at rice.edu, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , Name: smcclure-admin, NickName: Smcclure-Admin,
> Organization: , PagerPhone: , Privileged: 1, RealName: Susan McClure, Signature: , State: ,
> WebEncoding: , WorkPhone: , Zip:  (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this canonicalization key: Name (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base: ou=People,dc=rice,dc=edu == Filter: (&(objectclass=*)(uid=smcclure-admin)) == Attrs: Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this canonicalization key: EmailAddress (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base: ou=People,dc=rice,dc=edu == Filter: (&(objectclass=*)(mail=smcclure at rice.edu)) == Attrs: Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jun  2 17:51:36 2009] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning
> Address1: 6100 Main Street, Address2: , AuthSystem: , City: , Comments: Admin Authority Level Account for RT, ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: smcclure at rice.edu, EmailEncoding: , ExternalAuthId: smcclure, ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , Name: smcclure, NickName: Smcclure-Admin,
> Organization: 222 Mudd Building, PagerPhone: , Privileged: 1, RealName: McClure, Susan, Signature: , State: , WebEncoding: , WorkPhone: 713-348-4852, Zip: 77005 (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
==============

My Current RT_SiteConfig.pm for LDAP and External Auth has
====================================
Set(@Plugins,qw(RT::FM RT::IR RT::Authen::ExternalAuth .......

and for LDAP
#  special options for various plugins
#  Authen::ExternalAuth
Set($ExternalAuthPriority, ['My_LDAP'] );
Set($ExternalInfoPriority,  ['My_LDAP'] );
Set($ExternalServiceUsesSSLorTLS,    1);
Set($ExternalSettings,      {
                                      'My_LDAP'     =>  {   ## GENERIC
SECTION
                                               'type'
   =>  'ldap',
                                               'server'
   =>  'ldap.rice.edu',
                                               'user'
   =>  'cn=requesttracker,ou=Service Accounts,dc=rice,dc=edu',
     ..... etc etc .........
.................
And the LDAP Attributes mappings:
> ## RT ATTRIBUTE MATCHING SECTION
>                                                # The list of RT attributes that uniquely identify a user
>                                                # This example shows what you *can* specify.. I recommend reducing this
>                                                # to just the Name and EmailAddress to save encountering problems later.
>                                                'attr_match_list'           => [    'Name',
>                                                                                    'EmailAddress',
>                                                                                    'RealName',
>                                                        			           'WorkPhone',
> 										   'Address2'
>                                                                                ],
>                                                # The mapping of RT attributes on to LDAP attributes
>                                                 'attr_map'              =>  {   'Name' => 'uid',
>                                                                                 'EmailAddress' => 'mail',
>                                                                                 'Organization' => 'physicalDeliveryOfficeName',
>                                                                                 'RealName' => 'cn',
>                                                                                 'ExternalAuthId' => 'uid',
>                                                                                 'Gecos' => 'gecos',
>                                                                                 'WorkPhone' => 'telephoneNumber',
>                                                                                 'Address1' => 'postalAddress',
>                                                                                 'City' => 'Houston',
>                                                                                 'State' => 'TX',
>                                                                                 'Zip' => 'postalCode'
>                                                                             }
>                                                              }
> 	                         }
> 
> );
===================

Looking at all the postings, I am afraid that if I add:

==> Set($AutoCreateNonExternalUsers,    1);

That I will automatically MAKE a new account for users that send email
or authenticate in some way other than being in our LDAP.

Can someone clarify the different options to help me get the
setup I want please?

Thanks

Susie McClure

smcclure at rice.edu
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From jrhett at netconsonance.com  Tue Jun  2 15:25:20 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 12:25:20 -0700
Subject: [rt-users] BUG: no_tickets option in rt-shredder Users misses Cc
	people
Message-ID: <D34D8E24-B43E-4576-B1AB-46C668E468FF@netconsonance.com>

rt-shredder --plugin help-Users
(snip)
  no_tickets - boolean

     If true then plugin looks for users who are not watchers (Owners,
     Requestors, Ccs or AdminCcs) of any ticket.

Well, using the following command gets me thousands of results:

	rt-shredder --plugin  
"Users=no_tickets;status,any;replace_relations,Nobody;limit,10000" -- 
sqldump /u/rtweb/shredder-restore-users.sql

Investigating these users, I find that all of them are Ccs of tickets,  
but are not Requestors of any tickets.  This seems to conflict with  
both the documentation for the option, and the expected result.

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





From ncoronado at isncom.com  Tue Jun  2 16:22:27 2009
From: ncoronado at isncom.com (Nick Coronado)
Date: Tue, 2 Jun 2009 16:22:27 -0400
Subject: [rt-users] Creating Tickets Via Email
Message-ID: <CAA847CFC1996D42A555A9218E6A831F02310F21@isn-bes2.intservnet>

I looked up the Email Integration document under the wiki pages. I
followed the steps and was able to perform the following: 

cat testfile | /usr/bin/rt-mailgate --debug Exchange --action correspond
-url http://rt.isncom.com

 

 

AND RECEIVED: 

 

Connecting to http://rt.isncom.com/REST/1.0/NoAuth/mail-gateway at
/usr/bin/rt-mailgate line 99, <> line 1.

okTicket: 12648Queue: Owner: NobodyStatus: rejectedSubject: testing
ticketRequestor:  at /usr/bin/rt-mailgate line 108, <> line 1.

 

 

In order to keep the ticket from being rejected when I use the web
interface I have to have the following fields:

 

1. mandatory customer ID

2. support level

3. severity

 

If the whole point is for a user to be able to email an issue and have
it create a ticket how could I do this without getting the ticket
rejected?

 

Basically, instead of having customer service deal with so many calls we
would like users to be able to create their own tickets. ? Has anyone
dealt with this issue before?

 

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From blabj at dainty.ca  Tue Jun  2 15:56:07 2009
From: blabj at dainty.ca (BJ Blanchard)
Date: Tue, 02 Jun 2009 15:56:07 -0400
Subject: [rt-users] RT 3.8.3 and AT 1.2.4b1 - Batch and Grid updates broken
Message-ID: <1243972567.22474.43.camel@appserver-wn.dainty.ca>

For those out there using RT 3.8.2 with Asset Tracker 1.2.4b1 - an
upgrade to RT 3.8.3 breaks Batch and Grid updates of Assets.

This is due to a missing method called ACLEquivalenceObjects
in /opt/rt3/local/lib/RTx/AssetTracker/System.pm.

I added this and it restored functionality of both Batch and Grid
updates:

sub ACLEquivalenceObjects {
    my $self = shift;
    return $self;

}

Otherwise, Asset Tracker works great in 3.8.3 so far.

-Bob
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From blabj at dainty.ca  Tue Jun  2 16:24:59 2009
From: blabj at dainty.ca (BJ Blanchard)
Date: Tue, 02 Jun 2009 16:24:59 -0400
Subject: [rt-users] Storing custom field file to local file system
Message-ID: <1243974299.22474.64.camel@appserver-wn.dainty.ca>

I am writing a custom dhandler for a CMMS/Work Order system based on
RT/AT.

Essentially I have a Work Order Template (an OpenOffice ODT file with
user-defined fields) that I populate with custom fields from an RT
Ticket using command-line XMLstarlet tool.

Everything is working when I store my template document on the file
system..  ie. my $file = dirname($m->current_comp->source_file) .
'/MaintenanceWO.odt';

But I want to get the template document from an Asset Custom Field.

>From outside of RT, and using LWP::Simple - I can do this - which works:

  my $asset = RTx::AssetTracker::Asset->new($RT::SystemUser);
  my $cf = RT::CustomFieldValue->new($RT::SystemUser);

  $asset->Load("WO Template");
  $cf = $asset->CustomFieldValues("File")->First;

  my $id = $cf->Id;

  my $url = RT->Config->Get('WebPath') .
"/Download/CustomFieldValue/".$cf->Id.'/'.$cf->Content;
  getstore($url,"/tmp/temp.odt");


Unfortunately from within the dhandler it does not work.  There are
authentication issues.. ie. it returns the RT login html instead of the
template document.

I tried appending "?user=rtuser&pass=rtpassword" to the url, but no
luck.

Within RT itself, is there a "LWP::Simple::getstore" equivalent??

Or perhaps more easily put:  How do you extract a file from a custom
field and store it on the local file system?

Thanks,

-Bob
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From cassandra at bestpractical.com  Tue Jun  2 16:28:23 2009
From: cassandra at bestpractical.com (Cassandra Phillips-Sears)
Date: Tue, 2 Jun 2009 16:28:23 -0400
Subject: [rt-users] SuperUser shown in Owner selection list
In-Reply-To: <01A5D5E9-8CA3-4D1F-82AC-A42A96EDB5DC@netconsonance.com>
References: <3969058e0905220751s8d042fbh5d5382b0fc3cdc33@mail.gmail.com>
	<4A16CEE6.1030102@al.rs.gov.br> <4A16E100.6020208@lbl.gov>
	<4A170B57.5030307@al.rs.gov.br>
	<01A5D5E9-8CA3-4D1F-82AC-A42A96EDB5DC@netconsonance.com>
Message-ID: <FA691A7C-712B-4A5E-84E8-11054B8CB8D8@bestpractical.com>

Hi, Jo. I added a little note in the SuperUser article in the wiki  
last week after Elton wrote in. If people on the list want to accuracy- 
check it that would be great.

http://wiki.bestpractical.com/view/ShredderControl - I think these are  
the instructions on how to use the Shredder (though I may be wrong).
--
Cassandra Phillips-Sears

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

On Jun 2, 2009, at 1:30 PM 6/2/09, Jo Rhett wrote:

> On May 22, 2009, at 1:30 PM, Elton S. Fenner wrote:
>> My suggestion is to put some note about this in the wiki (http://wiki.bestpractical.com/view/SuperUser 
>> ).
>
> Why not you?   The wiki gets better the more you update it ;-)
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From toml at bitstatement.net  Tue Jun  2 16:42:07 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 02 Jun 2009 13:42:07 -0700
Subject: [rt-users] Storing custom field file to local file system
In-Reply-To: <1243974299.22474.64.camel@appserver-wn.dainty.ca>
References: <1243974299.22474.64.camel@appserver-wn.dainty.ca>
Message-ID: <4A258E9F.1030507@bitstatement.net>

>   my $url = RT->Config->Get('WebPath') .
> "/Download/CustomFieldValue/".$cf->Id.'/'.$cf->Content;
>   getstore($url,"/tmp/temp.odt");
>
> Or perhaps more easily put:  How do you extract a file from a custom
> field and store it on the local file system?

Since the custom field just names the file, set up a separate name space in
your web server (Apache?) that doesn't go through RT to fetch the document
through with getstore().

my $url = "http://not-rt.server.com/some/dir/" . $cf->Content;
getstore($url...);

If you need to secure it better make sure not-rt.server.com isn't publicly
available, or use "localhost" and clamp that down in Apache config, or whatever.

If you need RT to authenticate document access, then you're better off
storing the document as an attachment.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From jrhett at netconsonance.com  Tue Jun  2 16:42:27 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 13:42:27 -0700
Subject: [rt-users] no documentation for Shredder?
In-Reply-To: <98C3AE17-E207-4231-A9EF-DCF8D41F6445@netconsonance.com>
References: <98C3AE17-E207-4231-A9EF-DCF8D41F6445@netconsonance.com>
Message-ID: <66B23B5B-6DC6-4DBB-87D3-8AC59DED3A12@netconsonance.com>

This is now documented at
	http://wiki.bestpractical.com/view/Shredder

I just aimed for some easy to use recipies.

It would be good for others to add what they know ;-)

On Jun 2, 2009, at 10:57 AM, Jo Rhett wrote:
> If you search the wiki for Shredder you find
>
> 1) Lots of notes to "not do this, use Shredder instead"
>
> 2) The extensions page where it says RTx::Shredder is not supported  
> for 3.0, but that the functionality is built into 3.8 series
>
> But no documentation whatsoever on how to use Shredder.   I'll try  
> to fix, but since I'm learning this myself right now, other people  
> adding good comments would be nice.
>
> -- 
> 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 Dominic.Lepiane at ptgrey.com  Tue Jun  2 16:55:13 2009
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Tue, 02 Jun 2009 13:55:13 -0700
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
Message-ID: <4A2591B1.4030606@ptgrey.com>

Dear RT users,

I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3. 
I've tried following the upgrade steps in the UPGRADING.mysql and the
README files as diligently as I can.  The DBMS is MySQL 5.0.45.  I
updated all the perl modules... When I try the new version, everything
coming in works okay, but all the old binary attachments are broken, in
truth, anything other than regular ascii is mangled (e.g. diacritical
marks like ?, ?, ? etc).  If I try to open an image, it says "The image
http://rt/Ticket/Attachment/672/883/spots1.bmp"cannot be displayed,
because it contains errors.". 

Clearly I've either missed something or something has to be done to
convert this data.  If I convert the Content column back to longtext
from longblob, then the binary data works again.

Please advise what can I do to get the data into the new table schema.

Thanks,
- Dominic



From jrhett at netconsonance.com  Tue Jun  2 17:03:34 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 14:03:34 -0700
Subject: [rt-users] can I make Shredder Plugins use strict PLEASE?
In-Reply-To: <D34D8E24-B43E-4576-B1AB-46C668E468FF@netconsonance.com>
References: <D34D8E24-B43E-4576-B1AB-46C668E468FF@netconsonance.com>
Message-ID: <938C5AF2-859D-4233-B871-C22478B07664@netconsonance.com>

So I've been chasing this bug around in the code for over an hour, and  
all I can say at this point is I REALLY HATE GLOBAL VARIABLES.

There is absolutely no reason for having subroutines modify global  
variables, and it makes the code darn hard to debug.  If I was to do  
the work to make all of these modules strict, would you accept the  
patches?

On Jun 2, 2009, at 12:25 PM, Jo Rhett wrote:
> rt-shredder --plugin help-Users
> (snip)
> no_tickets - boolean
>
>    If true then plugin looks for users who are not watchers (Owners,
>    Requestors, Ccs or AdminCcs) of any ticket.
>
> Well, using the following command gets me thousands of results:
>
> 	rt-shredder --plugin  
> "Users=no_tickets;status,any;replace_relations,Nobody;limit,10000" -- 
> sqldump /u/rtweb/shredder-restore-users.sql
>
> Investigating these users, I find that all of them are Ccs of  
> tickets, but are not Requestors of any tickets.  This seems to  
> conflict with both the documentation for the option, and the  
> expected result.
>
> -- 
> 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 jmoseley at corp.xanadoo.com  Tue Jun  2 17:10:11 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Tue, 2 Jun 2009 16:10:11 -0500
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
In-Reply-To: <4A2591B1.4030606@ptgrey.com>
Message-ID: <OF9ABA7A11.4147225E-ON862575C9.00744FCD-862575C9.007475E8@corp.xanadoo.com>

Did you apply the schema updates as indicated in steps 4-6 of
UPGRADING.mysql?

James Moseley



Dominic Lepiane <Dominic.Lepiane at ptgrey.com> wrote:

Dear RT users,

I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3.
I've tried following the upgrade steps in the UPGRADING.mysql and the
README files as diligently as I can.  The DBMS is MySQL 5.0.45.  I
updated all the perl modules... When I try the new version, everything
coming in works okay, but all the old binary attachments are broken, in
truth, anything other than regular ascii is mangled (e.g. diacritical
marks like ?, ?, ? etc).  If I try to open an image, it says "The image
http://rt/Ticket/Attachment/672/883/spots1.bmp"cannot be displayed,
because it contains errors.".

Clearly I've either missed something or something has to be done to
convert this data.  If I convert the Content column back to longtext
from longblob, then the binary data works again.

Please advise what can I do to get the data into the new table schema.




From ruslan.zakirov at gmail.com  Tue Jun  2 17:12:18 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 3 Jun 2009 01:12:18 +0400
Subject: [rt-users] no documentation for Shredder?
In-Reply-To: <66B23B5B-6DC6-4DBB-87D3-8AC59DED3A12@netconsonance.com>
References: <98C3AE17-E207-4231-A9EF-DCF8D41F6445@netconsonance.com>
	<66B23B5B-6DC6-4DBB-87D3-8AC59DED3A12@netconsonance.com>
Message-ID: <589c94400906021412m1289fc6at6c934179bb7b2307@mail.gmail.com>

Thank you, when you're learning things it's the best way to update
wiki. I'll look into shredding users vs. ccs.

On Wed, Jun 3, 2009 at 12:42 AM, Jo Rhett <jrhett at netconsonance.com> wrote:
> This is now documented at
> ? ? ? ?http://wiki.bestpractical.com/view/Shredder
>
> I just aimed for some easy to use recipies.
>
> It would be good for others to add what they know ;-)
>
> On Jun 2, 2009, at 10:57 AM, Jo Rhett wrote:
>> If you search the wiki for Shredder you find
>>
>> 1) Lots of notes to "not do this, use Shredder instead"
>>
>> 2) The extensions page where it says RTx::Shredder is not supported
>> for 3.0, but that the functionality is built into 3.8 series
>>
>> But no documentation whatsoever on how to use Shredder. ? I'll try
>> to fix, but since I'm learning this myself right now, other people
>> adding good comments would be nice.
>>
>> --
>> 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
>



-- 
Best regards, Ruslan.


From Dominic.Lepiane at ptgrey.com  Tue Jun  2 17:27:03 2009
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Tue, 02 Jun 2009 14:27:03 -0700
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
In-Reply-To: <OF9ABA7A11.4147225E-ON862575C9.00744FCD-862575C9.007475E8@corp.xanadoo.com>
References: <OF9ABA7A11.4147225E-ON862575C9.00744FCD-862575C9.007475E8@corp.xanadoo.com>
Message-ID: <4A259927.2010104@ptgrey.com>

I did run steps 4-6 from the UPGRADING.mysql , yes.  I've included the
generated SQL below.  I should note the DBMS is on a separate host from
the RT (Apache / Postfix) server.   Actually, now that I think about it,
when I generated the SQL, there was this message:

"Use of uninitialized value in join or string at
etc/upgrade/upgrade-mysql-schema.pl line 261."

But as I recall, when I looked for more info on this only, other people
reported seeing this message but then did not have any problems.  When I
ran the SQL (below), there was no error.  It took a while, but did not
produce any errors.

Thanks,
 - Dominic

ALTER DATABASE rt3 DEFAULT CHARACTER SET utf8;
ALTER TABLE ACL
   DEFAULT CHARACTER SET utf8,
   MODIFY RightName VARBINARY(25) NOT NULL DEFAULT '',
   MODIFY PrincipalType VARBINARY(25) NOT NULL DEFAULT '',
   MODIFY ObjectType VARBINARY(25) NOT NULL DEFAULT '';
ALTER TABLE ACL
   MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL DEFAULT '',
   MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL DEFAULT '',
   MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL DEFAULT '';
ALTER TABLE Attachments
   DEFAULT CHARACTER SET utf8,
   MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL,
   MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL,
   MODIFY Content LONGBLOB NULL DEFAULT NULL,
   MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL;
ALTER TABLE Attachments
   MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL;
ALTER TABLE Attributes
   DEFAULT CHARACTER SET utf8,
   MODIFY ContentType VARBINARY(16) NULL DEFAULT NULL,
   MODIFY Content BLOB NULL DEFAULT NULL,
   MODIFY ObjectType VARBINARY(64) NULL DEFAULT NULL;
ALTER TABLE Attributes
   MODIFY ContentType VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY ObjectType VARCHAR(64) CHARACTER SET ascii NULL DEFAULT NULL;
ALTER TABLE CustomFields
   DEFAULT CHARACTER SET utf8,
   MODIFY LookupType VARBINARY(255) NOT NULL DEFAULT '',
   MODIFY Type VARBINARY(200) NULL DEFAULT NULL;
ALTER TABLE CustomFields
   MODIFY LookupType VARCHAR(255) CHARACTER SET ascii NOT NULL DEFAULT '',
   MODIFY Type VARCHAR(200) CHARACTER SET ascii NULL DEFAULT NULL;
ALTER TABLE CustomFieldValues
   DEFAULT CHARACTER SET utf8;
ALTER TABLE GroupMembers
   DEFAULT CHARACTER SET utf8;
ALTER TABLE Groups
   DEFAULT CHARACTER SET utf8,
   MODIFY Domain VARBINARY(64) NULL DEFAULT NULL,
   MODIFY Type VARBINARY(64) NULL DEFAULT NULL;
ALTER TABLE Groups
   MODIFY Domain VARCHAR(64) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Type VARCHAR(64) CHARACTER SET ascii NULL DEFAULT NULL;
ALTER TABLE Links
   DEFAULT CHARACTER SET utf8,
   MODIFY Target VARBINARY(240) NULL DEFAULT NULL,
   MODIFY Base VARBINARY(240) NULL DEFAULT NULL,
   MODIFY Type VARBINARY(20) NOT NULL DEFAULT '';
ALTER TABLE Links
   MODIFY Target VARCHAR(240) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Base VARCHAR(240) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Type VARCHAR(20) CHARACTER SET ascii NOT NULL DEFAULT '';
ALTER TABLE ObjectCustomFields
   DEFAULT CHARACTER SET utf8;
ALTER TABLE ObjectCustomFieldValues
   DEFAULT CHARACTER SET utf8,
   MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL,
   MODIFY LargeContent LONGBLOB NULL DEFAULT NULL,
   MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL,
   MODIFY ObjectType VARBINARY(255) NOT NULL DEFAULT '';
ALTER TABLE ObjectCustomFieldValues
   MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY ObjectType VARCHAR(255) CHARACTER SET ascii NOT NULL DEFAULT '';
ALTER TABLE Principals
   DEFAULT CHARACTER SET utf8,
   MODIFY PrincipalType VARBINARY(16) NOT NULL DEFAULT '';
ALTER TABLE Principals
   MODIFY PrincipalType VARCHAR(16) CHARACTER SET ascii NOT NULL DEFAULT '';
ALTER TABLE Queues
   DEFAULT CHARACTER SET utf8,
   MODIFY CorrespondAddress VARBINARY(120) NULL DEFAULT NULL,
   MODIFY CommentAddress VARBINARY(120) NULL DEFAULT NULL;
ALTER TABLE Queues
   MODIFY CorrespondAddress VARCHAR(120) CHARACTER SET ascii NULL
DEFAULT NULL,
   MODIFY CommentAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL;
ALTER TABLE ScripActions
   DEFAULT CHARACTER SET utf8,
   MODIFY Argument VARBINARY(255) NULL DEFAULT NULL,
   MODIFY ExecModule VARBINARY(60) NULL DEFAULT NULL;
ALTER TABLE ScripActions
   MODIFY ExecModule VARCHAR(60) CHARACTER SET ascii NULL DEFAULT NULL;
ALTER TABLE ScripConditions
   DEFAULT CHARACTER SET utf8,
   MODIFY ApplicableTransTypes VARBINARY(60) NULL DEFAULT NULL,
   MODIFY Argument VARBINARY(255) NULL DEFAULT NULL,
   MODIFY ExecModule VARBINARY(60) NULL DEFAULT NULL;
ALTER TABLE ScripConditions
   MODIFY ApplicableTransTypes VARCHAR(60) CHARACTER SET ascii NULL
DEFAULT NULL,
   MODIFY ExecModule VARCHAR(60) CHARACTER SET ascii NULL DEFAULT NULL;
ALTER TABLE Scrips
   DEFAULT CHARACTER SET utf8,
   MODIFY Stage VARBINARY(32) NULL DEFAULT NULL;
ALTER TABLE Scrips
   MODIFY Stage VARCHAR(32) CHARACTER SET ascii NULL DEFAULT NULL;
ALTER TABLE sessions
   DEFAULT CHARACTER SET utf8,
   MODIFY id VARBINARY(32) NOT NULL DEFAULT '',
   MODIFY a_session LONGBLOB NULL DEFAULT NULL;
ALTER TABLE Templates
   DEFAULT CHARACTER SET utf8,
   MODIFY Type VARBINARY(16) NULL DEFAULT NULL,
   MODIFY Language VARBINARY(16) NULL DEFAULT NULL;
ALTER TABLE Templates
   MODIFY Type VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Language VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Content TEXT CHARACTER SET utf8 NULL DEFAULT NULL;
ALTER TABLE Tickets
   DEFAULT CHARACTER SET utf8,
   MODIFY Status VARBINARY(10) NULL DEFAULT NULL,
   MODIFY Type VARBINARY(16) NULL DEFAULT NULL;
ALTER TABLE Tickets
   MODIFY Status VARCHAR(10) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Type VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL;
ALTER TABLE Transactions
   DEFAULT CHARACTER SET utf8,
   MODIFY Field VARBINARY(40) NULL DEFAULT NULL,
   MODIFY Type VARBINARY(20) NULL DEFAULT NULL,
   MODIFY ReferenceType VARBINARY(255) NULL DEFAULT NULL,
   MODIFY ObjectType VARBINARY(64) NOT NULL DEFAULT '';
ALTER TABLE Transactions
   MODIFY Field VARCHAR(40) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Type VARCHAR(20) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY ReferenceType VARCHAR(255) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY ObjectType VARCHAR(64) CHARACTER SET ascii NOT NULL DEFAULT '';
ALTER TABLE Users
   DEFAULT CHARACTER SET utf8,
   MODIFY WebEncoding VARBINARY(16) NULL DEFAULT NULL,
   MODIFY PGPKey BLOB NULL DEFAULT NULL,
   MODIFY Password VARBINARY(40) NULL DEFAULT NULL,
   MODIFY Timezone VARBINARY(50) NULL DEFAULT NULL,
   MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL,
   MODIFY EmailEncoding VARBINARY(16) NULL DEFAULT NULL,
   MODIFY Lang VARBINARY(16) NULL DEFAULT NULL;
ALTER TABLE Users
   MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL,
   MODIFY Signature TEXT CHARACTER SET utf8 NULL DEFAULT NULL,
   MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL;



jmoseley at corp.xanadoo.com wrote:
> Did you apply the schema updates as indicated in steps 4-6 of
> UPGRADING.mysql?
>
> James Moseley
>
>
>
> Dominic Lepiane <Dominic.Lepiane at ptgrey.com> wrote:
>
> Dear RT users,
>
> I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3.
> I've tried following the upgrade steps in the UPGRADING.mysql and the
> README files as diligently as I can.  The DBMS is MySQL 5.0.45.  I
> updated all the perl modules... When I try the new version, everything
> coming in works okay, but all the old binary attachments are broken, in
> truth, anything other than regular ascii is mangled (e.g. diacritical
> marks like ?, ?, ? etc).  If I try to open an image, it says "The image
> http://rt/Ticket/Attachment/672/883/spots1.bmp"cannot be displayed,
> because it contains errors.".
>
> Clearly I've either missed something or something has to be done to
> convert this data.  If I convert the Content column back to longtext
> from longblob, then the binary data works again.
>
> Please advise what can I do to get the data into the new table schema.
>
>
>   


From jrhett at netconsonance.com  Tue Jun  2 17:27:31 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 14:27:31 -0700
Subject: [rt-users] BUG: no_tickets option in rt-shredder Users misses
	Cc people
In-Reply-To: <D34D8E24-B43E-4576-B1AB-46C668E468FF@netconsonance.com>
References: <D34D8E24-B43E-4576-B1AB-46C668E468FF@netconsonance.com>
Message-ID: <B3A7B737-12BB-49D0-AF49-980ECECC6D8B@netconsonance.com>

I found the bug.  It's a documentation bug mostly -- the no_tickets  
option is listed as binary, which said to me no value should be  
provided.  However, if you don't define a value (like quoted below)  
then it doesn't work.

This code change would allow it to be used either way:
	
--- Users.pm_orig       2009-06-02 12:28:24.000000000 -0700
+++ Users.pm    2009-06-02 14:25:26.000000000 -0700
@@ -165,7 +165,7 @@
                  );
      }

-    if( $self->{'opt'}{'no_tickets'} ) {
+    if( exists $self->{'opt'}{'no_tickets'} ) {
          return $self->FilterWithoutTickets(
              Shredder => $args{'Shredder'},
              Objects  => $objs,

On Jun 2, 2009, at 12:25 PM, Jo Rhett wrote:
> rt-shredder --plugin help-Users
> (snip)
> no_tickets - boolean
>
>    If true then plugin looks for users who are not watchers (Owners,
>    Requestors, Ccs or AdminCcs) of any ticket.
>
> Well, using the following command gets me thousands of results:
>
> 	rt-shredder --plugin  
> "Users=no_tickets;status,any;replace_relations,Nobody;limit,10000" -- 
> sqldump /u/rtweb/shredder-restore-users.sql
>
> Investigating these users, I find that all of them are Ccs of  
> tickets, but are not Requestors of any tickets.  This seems to  
> conflict with both the documentation for the option, and the  
> expected result.
>
> -- 
> 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 ruslan.zakirov at gmail.com  Tue Jun  2 17:34:21 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 3 Jun 2009 01:34:21 +0400
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
In-Reply-To: <4A2591B1.4030606@ptgrey.com>
References: <4A2591B1.4030606@ptgrey.com>
Message-ID: <589c94400906021434y12be4e91ua2ddaa7ca33f8d9a@mail.gmail.com>

I believe you used backup&restore of original production DB, didn't
you? In this case you probably mangled data on load. Use
--default-character-set=binary on mysqldump and later on mysql load.
This only required for not upgraded DBs, after proper upgrade you
don't need this option.

On Wed, Jun 3, 2009 at 12:55 AM, Dominic Lepiane
<Dominic.Lepiane at ptgrey.com> wrote:
> Dear RT users,
>
> I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3.
> I've tried following the upgrade steps in the UPGRADING.mysql and the
> README files as diligently as I can. ?The DBMS is MySQL 5.0.45. ?I
> updated all the perl modules... When I try the new version, everything
> coming in works okay, but all the old binary attachments are broken, in
> truth, anything other than regular ascii is mangled (e.g. diacritical
> marks like ?, ?, ? etc). ?If I try to open an image, it says "The image
> http://rt/Ticket/Attachment/672/883/spots1.bmp"cannot be displayed,
> because it contains errors.".
>
> Clearly I've either missed something or something has to be done to
> convert this data. ?If I convert the Content column back to longtext
> from longblob, then the binary data works again.
>
> Please advise what can I do to get the data into the new table schema.
>
> Thanks,
> - Dominic
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jmoseley at corp.xanadoo.com  Tue Jun  2 17:41:06 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Tue, 2 Jun 2009 16:41:06 -0500
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
In-Reply-To: <4A259927.2010104@ptgrey.com>
Message-ID: <OF3AD7D2ED.B9B3C9BC-ON862575C9.0076E82C-862575C9.00774A39@corp.xanadoo.com>

Hmmm, usually the cause of binary attachments not displaying properly is
because folks didn't apply the 'mysql 4.1' update...

James Moseley




Dominic Lepiane <Dominic.Lepiane at ptgrey.com> wrote:


I did run steps 4-6 from the UPGRADING.mysql , yes.  I've included the
generated SQL below.  I should note the DBMS is on a separate host from
the RT (Apache / Postfix) server.   Actually, now that I think about it,
when I generated the SQL, there was this message:

"Use of uninitialized value in join or string at
etc/upgrade/upgrade-mysql-schema.pl line 261."

But as I recall, when I looked for more info on this only, other people
reported seeing this message but then did not have any problems.  When I
ran the SQL (below), there was no error.  It took a while, but did not
produce any errors.




From gagel at cnc.bc.ca  Tue Jun  2 18:16:38 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Tue, 02 Jun 2009 15:16:38 -0700
Subject: [rt-users] Help with RT Groups and LDAP group.
Message-ID: <4a25a4c6.2c8.c14.436e@cnc.bc.ca>

I've got the ldap plug in working but I seem to have a disconnect between root and ldap users. What I mean is that I can login to RT using my ldap credentials but I have nothing available except tickets to open, close and new tickets. The root account is still available and when I login with that I can configure rights but my ldap users don't appear unless I do a search for them specifically. Some rights cannot be assigned because the ldap account does not appear in the list of choices to add a right to.

Can someone point me in the right direction here 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


 
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From jrhett at netconsonance.com  Tue Jun  2 18:37:13 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 15:37:13 -0700
Subject: [rt-users] BUG: shredder noticket option ignores deleted messages
Message-ID: <CFE8C5EC-467B-4409-B1D4-B6845D5580E9@netconsonance.com>

The shredder users module will delete users actively assigned to  
tickets which are Deleted.   I suspect that the tickets should be  
"Wiped" before these users are removed.

--- Users.pm_orig       2009-06-02 12:28:24.000000000 -0700
+++ Users.pm    2009-06-02 15:34:56.000000000 -0700
@@ -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 );
      # 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 jrhett at netconsonance.com  Tue Jun  2 18:38:36 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 15:38:36 -0700
Subject: [rt-users] Shredder notickets finds users who have valid
	contributions
Message-ID: <9D331081-1161-4ACD-BC91-B6D5D5EFEE25@netconsonance.com>

Okay, so this is something I'm not sure how to resolve.

I open a ticket for Jo.Rhett at Company.Com.

Jo receives his e-mail, and sends replies to me from jo at company.com.

Obviously a second user is created for jo@ but it's also picked up to  
be deleted by Scrubber.  I'm not sure this is the right approach.   Is  
there any way to modify the query done to pick up any valid contributor?

All we really want to do is delete users whose tickets have been  
deleted (ie spam)

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





From jrhett at netconsonance.com  Tue Jun  2 18:42:37 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 2 Jun 2009 15:42:37 -0700
Subject: [rt-users] BUG: shredder noticket option ignores deleted
	messages
In-Reply-To: <CFE8C5EC-467B-4409-B1D4-B6845D5580E9@netconsonance.com>
References: <CFE8C5EC-467B-4409-B1D4-B6845D5580E9@netconsonance.com>
Message-ID: <3BB6EBA1-E47E-4142-8EBB-5F1A841F9089@netconsonance.com>

Sorry, revised patch is:


--- Users.pm_orig       2009-06-02 12:28:24.000000000 -0700
+++ Users.pm    2009-06-02 15:34:56.000000000 -0700
@@ -219,7 +219,8 @@
  sub _WithoutTickets {
      my ($self, $user) = @_;
      my $tickets = RT::Tickets->new( $RT::SystemUser );
  +       $tickets->{'allow_deleted_search'} = 1;
       $tickets->FromSQL( 'Watcher.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 Dominic.Lepiane at ptgrey.com  Tue Jun  2 19:14:36 2009
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Tue, 02 Jun 2009 16:14:36 -0700
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
In-Reply-To: <589c94400906021434y12be4e91ua2ddaa7ca33f8d9a@mail.gmail.com>
References: <4A2591B1.4030606@ptgrey.com>
	<589c94400906021434y12be4e91ua2ddaa7ca33f8d9a@mail.gmail.com>
Message-ID: <4A25B25C.1050908@ptgrey.com>

Hi,

I'm not too clear what you mean.  In creating the test system, I did
backup & restore the db.  But I built a 3.6.6 system and then tested the
upgrade from that database.  So I stopped Apache and Postfix, removed
the old /opt/rt3 folder, make install to get the new 3.8 files, and then
followed the upgrade instructions including the rt-setup-database and
upgrade-mysql-schema.pl scripts.

At this point, I'm simply trying to get a handful of binary attachments
working with a simple script to spit out the image entirely independent
of RT.  So I'm doing this:

mysqldump --default-character-set=binary --compact -c -t -q -Q -w
"TransactionId < 2500 AND ContentType=\"image/bmp\""  -u root rt3
Attachments > /data/attachments-dump4.sql

mysql --default-character-set=binary -u root rttest < attachments-dump4.sql

As you can sortof see, I'm trying to dump a couple attachments from the
3.6.6 rt3 database which contain image/bmp data and then restoring to
the test database.   I have a couple PHP scripts which simply spit out
the ContentType as the Content-type header first and then echo the
Content second.  And it looks to me like the data coming out of the
rttest database still is broken.   However, I know that if I push new
tickets in to the upgraded RT 3.8.3, those images do come out good the
same as the old data does under 3.6.6.

I must still be confused or missing something though, what do I do now?

Thanks,
- Dominic


Ruslan Zakirov wrote:
> I believe you used backup&restore of original production DB, didn't
> you? In this case you probably mangled data on load. Use
> --default-character-set=binary on mysqldump and later on mysql load.
> This only required for not upgraded DBs, after proper upgrade you
> don't need this option.
>
> On Wed, Jun 3, 2009 at 12:55 AM, Dominic Lepiane
> <Dominic.Lepiane at ptgrey.com> wrote:
>   
>> Dear RT users,
>>
>> I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3.
>> I've tried following the upgrade steps in the UPGRADING.mysql and the
>> README files as diligently as I can.  The DBMS is MySQL 5.0.45.  I
>> updated all the perl modules... When I try the new version, everything
>> coming in works okay, but all the old binary attachments are broken, in
>> truth, anything other than regular ascii is mangled (e.g. diacritical
>> marks like ?, ?, ? etc).  If I try to open an image, it says "The image
>> http://rt/Ticket/Attachment/672/883/spots1.bmp"cannot be displayed,
>> because it contains errors.".
>>
>> Clearly I've either missed something or something has to be done to
>> convert this data.  If I convert the Content column back to longtext
>> from longblob, then the binary data works again.
>>
>> Please advise what can I do to get the data into the new table schema.
>>
>> Thanks,
>> - Dominic
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>
>
>
>   
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From toml at bitstatement.net  Tue Jun  2 19:33:55 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 02 Jun 2009 16:33:55 -0700
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
In-Reply-To: <4A25B25C.1050908@ptgrey.com>
References: <4A2591B1.4030606@ptgrey.com>	<589c94400906021434y12be4e91ua2ddaa7ca33f8d9a@mail.gmail.com>
	<4A25B25C.1050908@ptgrey.com>
Message-ID: <4A25B6E3.2070407@bitstatement.net>

> I'm not too clear what you mean.  In creating the test system, I did
> backup & restore the db.  But I built a 3.6.6 system and then tested the
> upgrade from that database.  So I stopped Apache and Postfix, removed
> the old /opt/rt3 folder, make install to get the new 3.8 files, and then
> followed the upgrade instructions including the rt-setup-database and
> upgrade-mysql-schema.pl scripts.
[snip]

Check the list archives.  Odds are, you ran upgrade-mysql-schema.pl but did
not run the SQL script that it generates to actually upgrade the schema.

update-mysql-schema.pl does NOT upgrade the mysql schema.  It generates a
script to do so.  I asked Jesse about changing the name of the script but he
didn't seem to think it was a good idea, and yet people keep thumping into this.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From aaron at guise.net.nz  Tue Jun  2 19:47:27 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Wed, 3 Jun 2009 11:47:27 +1200
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
In-Reply-To: <4A25B25C.1050908@ptgrey.com>
References: <4A2591B1.4030606@ptgrey.com>
	<589c94400906021434y12be4e91ua2ddaa7ca33f8d9a@mail.gmail.com> 
	<4A25B25C.1050908@ptgrey.com>
Message-ID: <c8c01a250906021647r3d963603n2b5699bc4cd15283@mail.gmail.com>

Hi,

I too had a similar problem. I inherited our RT System from an earlier
administrator whom didn't complete some step correctly earlier in the life
of the system.  We were going from 3.6.5 to 3.8.0 and all worked fine.
Since then to enable some plugins I attempted to update to 3.8.2.

I did use --default-character-set=binary on mysqldump and completed all of
the upgrade steps as per UPGRADING.mysql but upon browsing the newly updated
RT System to my surprise all the binary attachments had been corrupted as
you are mentioning.

To get around this I created a couple of perl scripts.
1.  Pulls all attachments out of the functioning database (Pre-Upgrade) and
dumps them to the filesystem
2.  Inserts all attachments back into the newly updated schema.

This approach worked for me, I was then able to use 3.8.2 without any
trouble at all.

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *



On Wed, Jun 3, 2009 at 11:14 AM, Dominic Lepiane <Dominic.Lepiane at ptgrey.com
> wrote:

>  Hi,
>
> I'm not too clear what you mean.  In creating the test system, I did backup
> & restore the db.  But I built a 3.6.6 system and then tested the upgrade
> from that database.  So I stopped Apache and Postfix, removed the old
> /opt/rt3 folder, make install to get the new 3.8 files, and then followed
> the upgrade instructions including the rt-setup-database and
> upgrade-mysql-schema.pl scripts.
>
> At this point, I'm simply trying to get a handful of binary attachments
> working with a simple script to spit out the image entirely independent of
> RT.  So I'm doing this:
>
> mysqldump --default-character-set=binary --compact -c -t -q -Q -w
> "TransactionId < 2500 AND ContentType=\"image/bmp\""  -u root rt3
> Attachments > /data/attachments-dump4.sql
>
> mysql --default-character-set=binary -u root rttest < attachments-dump4.sql
>
> As you can sortof see, I'm trying to dump a couple attachments from the
> 3.6.6 rt3 database which contain image/bmp data and then restoring to the
> test database.   I have a couple PHP scripts which simply spit out the
> ContentType as the Content-type header first and then echo the Content
> second.  And it looks to me like the data coming out of the rttest database
> still is broken.   However, I know that if I push new tickets in to the
> upgraded RT 3.8.3, those images do come out good the same as the old data
> does under 3.6.6.
>
> I must still be confused or missing something though, what do I do now?
>
> Thanks,
> - Dominic
>
>
>
> Ruslan Zakirov wrote:
>
> I believe you used backup&restore of original production DB, didn't
> you? In this case you probably mangled data on load. Use
> --default-character-set=binary on mysqldump and later on mysql load.
> This only required for not upgraded DBs, after proper upgrade you
> don't need this option.
>
> On Wed, Jun 3, 2009 at 12:55 AM, Dominic Lepiane<Dominic.Lepiane at ptgrey.com> <Dominic.Lepiane at ptgrey.com> wrote:
>
>
>  Dear RT users,
>
> I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3.
> I've tried following the upgrade steps in the UPGRADING.mysql and the
> README files as diligently as I can.  The DBMS is MySQL 5.0.45.  I
> updated all the perl modules... When I try the new version, everything
> coming in works okay, but all the old binary attachments are broken, in
> truth, anything other than regular ascii is mangled (e.g. diacritical
> marks like ?, ?, ? etc).  If I try to open an image, it says "The imagehttp://rt/Ticket/Attachment/672/883/spots1.bmp"cannot be displayed,
> because it contains errors.".
>
> Clearly I've either missed something or something has to be done to
> convert this data.  If I convert the Content column back to longtext
> from longblob, then the binary data works again.
>
> Please advise what can I do to get the data into the new table schema.
>
> Thanks,
> - Dominic
>
> _______________________________________________http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From nyonko at advnettech.net  Tue Jun  2 23:33:11 2009
From: nyonko at advnettech.net (Nick Yonko)
Date: Tue, 2 Jun 2009 20:33:11 -0700 (PDT)
Subject: [rt-users] RT on Oracle - ORA-04043 object Attachments does not
	exist
Message-ID: <37237.41243999991125.JavaMail.nicholas@nwgy>

I am getting an error when rt-mailgate sends an email to RT saying that the Attachments object does not exist.  The email is received and the details of it are written to the database, however the body of the email is missing.  Has anyone dealt with this?  I am on Oracle 10.2.0, running RT on openSuSE 11.1 using the full administrator install of the Oracle client.


From JoopvandeWege at mococo.nl  Wed Jun  3 02:14:19 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 03 Jun 2009 08:14:19 +0200
Subject: [rt-users] RT on Oracle - ORA-04043 object Attachments does not
 exist
In-Reply-To: <37237.41243999991125.JavaMail.nicholas@nwgy>
References: <37237.41243999991125.JavaMail.nicholas@nwgy>
Message-ID: <4A2614BB.7080503@mococo.nl>

Nick Yonko wrote:
> I am getting an error when rt-mailgate sends an email to RT saying that the Attachments object does not exist.  The email is received and the details of it are written to the database, however the body of the email is missing.  Has anyone dealt with this?  I am on Oracle 10.2.0, running RT on openSuSE 11.1 using the full administrator install of the Oracle client.
Can you login into the database using sqlplus with user rt_user/... and 
do a:
desc attachments

This should output the table structure of the Attachments table.
Looks like you're missing one table.
What could be the case, no pun indented, is that somehow the table was 
created using quotes which means Oracle is then case sensitive.

Regards,

Joop


From nyonko at advnettech.net  Wed Jun  3 02:44:37 2009
From: nyonko at advnettech.net (Nick Yonko)
Date: Tue, 2 Jun 2009 23:44:37 -0700 (PDT)
Subject: [rt-users] RT on Oracle - ORA-04043 object Attachments does not
 exist
In-Reply-To: <4A2614BB.7080503@mococo.nl>
Message-ID: <25035842.341244011475040.JavaMail.nicholas@nwgy>

That was my initial thought, but when I log into the database using the rt user with sqlplus, as the account that runs the apache daemon no less, I can issue a 'desc attachments' command and a 'desc "Attachments"' command and both return the table structure.

----- Original Message -----
From: "Joop van de Wege" <JoopvandeWege at mococo.nl>
To: "Nick Yonko" <nyonko at advnettech.net>
Cc: rt-users at bestpractical.com
Sent: Tuesday, June 2, 2009 11:14:19 PM GMT -08:00 US/Canada Pacific
Subject: Re: [rt-users] RT on Oracle - ORA-04043 object Attachments does not exist

Nick Yonko wrote:
> I am getting an error when rt-mailgate sends an email to RT saying that the Attachments object does not exist.  The email is received and the details of it are written to the database, however the body of the email is missing.  Has anyone dealt with this?  I am on Oracle 10.2.0, running RT on openSuSE 11.1 using the full administrator install of the Oracle client.
Can you login into the database using sqlplus with user rt_user/... and 
do a:
desc attachments

This should output the table structure of the Attachments table.
Looks like you're missing one table.
What could be the case, no pun indented, is that somehow the table was 
created using quotes which means Oracle is then case sensitive.

Regards,

Joop


From JoopvandeWege at mococo.nl  Wed Jun  3 03:30:51 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 03 Jun 2009 09:30:51 +0200
Subject: [rt-users] RT on Oracle - ORA-04043 object Attachments does not
 exist
In-Reply-To: <25035842.341244011475040.JavaMail.nicholas@nwgy>
References: <25035842.341244011475040.JavaMail.nicholas@nwgy>
Message-ID: <4A2626AB.9070102@mococo.nl>

Nick Yonko wrote:
> That was my initial thought, but when I log into the database using the rt user with sqlplus, as the account that runs the apache daemon no less, I can issue a 'desc attachments' command and a 'desc "Attachments"' command and both return the table structure.
Can you turn on sql logging within RT?
This might give you a clue as to what exact statement is causing the 
ora-04043 error

Regards,

Joop


From guadagnino.cristiano at creval.it  Wed Jun  3 04:30:27 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 3 Jun 2009 10:30:27 +0200
Subject: [rt-users] R:  R:  RT Queue Subject Tag problem
In-Reply-To: <20090529205917.GW10271@bestpractical.com>
References: <1231858380.14809.5.camel@tripleL>
	<1231858725.14809.6.camel@tripleL>
	<E715467A47D6E0479B59B4A238A4F6D806468D2D01@MBXCCR2.d1.bkd>
	<20090529205917.GW10271@bestpractical.com>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D806468D2DB5@MBXCCR2.d1.bkd>

Hi Jesse!
First of all, thank you for your response.

Unfortunately, it seems it is not working.
On a test system (RT 3.8.2) we have two "incoming" queues: DBA and SCHEDU. I have set the subject tag for the DBA queue as "DBA", while the subject tag for the SCHEDU queue is "SCHD".

In the RT_SiteConfig i have:

Set($rtname , "SCHEDULAZIONE");
Set($ExtractSubjectTagMatch, qr/\[(?:DBA|SCHD) #\d+\]/);

I have restarted apache, then I created a test ticket in both queues (using the "quick ticket creation" panel). BOTH of these ticket came out as having [SCHEDULAZIONE #nnnn] in the subject of the email, i.e. they both have the $rtname instead of the intended subject tag.

We are running 3.8.2 both in production and in test. Is this a show-stopper? Should we upgrade to 3.8.3 to have the functionality? Or am I misunderstanding the intended behaviour of the subject tag setting?

Thank you in advance!

Bye
Cris



-----Messaggio originale-----
Da: Jesse Vincent [mailto:jesse at bestpractical.com] 
Inviato: venerd? 29 maggio 2009 22.59
A: Guadagnino Cristiano
Cc: rt-users at lists.bestpractical.com; jeremy at umbc.edu
Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem




On Fri, May 29, 2009 at 12:22:15PM +0200, Guadagnino Cristiano wrote:
> Hi all,
> I am having the same problem as Jeremy here. Nobody replied since january... can somebody help please?
> 
> We just added some queues to out RT installation; these queues are to be used by an entirely new set of users, and we need then to have a different subject tag.
> 
> If I understand correctly, the default subject tag is taken by the $rtname variable. So I changed the "subject tag" field in the queues, which was previously unset. RT tells me it has saved the value, but if I reenter the queue configuration panel I see mixed results: sometimes I see "subject tag" field empty, and sometimes I see it populated with what I have set.
> The behaviour also seems to be unconsistent: sometimes it uses the subject tag I have set, sometimes (90% of times) it uses the $rtname.
> 
> I have looked at the database (MySQL here), and I also see that the only place where the value is apparently stored is in the "attributes" table.
> 
> Is this a known bug?
> 

It's an interaction with the  ExtractSubjectTag scrip.  I believe that
if you add all your subject tags to ExtractSubjectTagMatch in
RT_SiteConfig, that will take care of it. I also _Thought_ this was
sorted out for 3.8.3, but someone who actually had code in the release
can likely correct me on that ;)


From elacour at easter-eggs.com  Wed Jun  3 04:39:41 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 3 Jun 2009 10:39:41 +0200
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <20090601175338.GV10271@bestpractical.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
Message-ID: <20090603083940.GD3381@easter-eggs.com>

On Mon, Jun 01, 2009 at 01:53:38PM -0400, Jesse Vincent wrote:
> 
> 
> > Second, I just wanted to point out to folks that use
> > WebExternalAuth, and potentially the companion
> > WebFallbackToInternalAuth, that it has been reversed.  In RT 3.8.2,
> > it was "...is undefined, the user..." and in 3.8.3, it is now "...is
> > defined, the user..." so please be careful.
> 
> My recollection is that this was a documentation fix, not a change in
> actual behaviour.
> 

I confirm, see svn 17865 and rt ticket 12478.



From alberto.villanueva at altran.es  Wed Jun  3 04:55:06 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Wed, 3 Jun 2009 10:55:06 +0200
Subject: [rt-users] Tickets with Owner= (no value)
Message-ID: <8063A3782A694F8EAE9701C43A425AE0@altran.es>

Good morning,

Yesterday I removed a user (within MySQL) had several assigned
tickets. Now these have Owner= (no value).

I have tested next:

1.- MySQL query, but I cannot select because Owner= (no value)
2.- In RT: new Search / Batch update / (I cannot because RT says
"Only you can assign tickets that they haven't Owner or it's
Nobody")

Could I tell me how I assign the new owner?

Best regards,

ALBERTO VILLANUEVA DEL VAL 
Consultant
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1 
Campezo Street, 1- 28022 - Madrid, Spain
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es
  



From mike.peachey at jennic.com  Wed Jun  3 05:02:20 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 03 Jun 2009 10:02:20 +0100
Subject: [rt-users] Help with RT Groups and LDAP group.
In-Reply-To: <4a25a4c6.2c8.c14.436e@cnc.bc.ca>
References: <4a25a4c6.2c8.c14.436e@cnc.bc.ca>
Message-ID: <4A263C1C.7010809@jennic.com>

Tue 02 Jun 2009 23:16:38 GMT
Kevin Gagel wrote:
> I've got the ldap plug in working but I seem to have a disconnect
> between root and ldap users. What I mean is that I can login to RT using
> my ldap credentials but I have nothing available except tickets to open,
> close and new tickets. The root account is still available and when I
> login with that I can configure rights but my ldap users don't appear
> unless I do a search for them specifically. Some rights cannot be
> assigned because the ldap account does not appear in the list of choices
> to add a right to.
> 
> Can someone point me in the right direction here please?

Your LDAP users are being auto-created as Unprivileged which means they
see the SelfService screen, not the staff/privileged user interface.
Also the default user list only shows privileged users. If you want to
see all users search for %

If you want LDAP users to be automatically created as privileged then
you need to set:
Set($AutoCreate, {Privileged => 1})

If you just want selected LDAP users to be privileged then search for
the user, go into their settings and set "Allow this user to be granted
rights".

-- 
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  Wed Jun  3 06:48:20 2009
From: bashir.jahed at nha.co.za (Bashir Jahed)
Date: Wed, 3 Jun 2009 12:48:20 +0200
Subject: [rt-users] admin cc not receiving mail
Message-ID: <03D0CD3BAC1F2949B639858D2686296E0261B283@musca.ctn.nha.co.za>

Hi,

 

Been googling for 2 weeks with no success.

 

I have an issue with admin cc. I am listed as admin cc of a queue. If
someone adds a comment to a ticket i receive the correspondence, however
if someone emails a comment the correspondence is not sent out to admin
cc's

 

Is this the standard way it should work? I would like all transacations
on a particular queue to be sent to the admin cc's. Is this possible?

 

Bashir

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From gavin.henry at gmail.com  Wed Jun  3 06:43:38 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Wed, 3 Jun 2009 11:43:38 +0100
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <20090601175338.GV10271@bestpractical.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
Message-ID: <13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>

Is a database upgrade needed? When we went from 3.8.2 to .3 it failed
saying that group something id already exists.

Thanks.

On 01/06/2009, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>> Second, I just wanted to point out to folks that use WebExternalAuth, and
>> potentially the companion WebFallbackToInternalAuth, that it has been
>> reversed.  In RT 3.8.2, it was "...is undefined, the user..." and in
>> 3.8.3, it is now "...is defined, the user..." so please be careful.
>
> My recollection is that this was a documentation fix, not a change in
> actual behaviour.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

-- 
Sent from my mobile device

http://www.suretecsystems.com/services/openldap/
http://www.suretectelecom.com


From blabj at dainty.ca  Wed Jun  3 07:23:00 2009
From: blabj at dainty.ca (BJ Blanchard)
Date: Wed, 03 Jun 2009 07:23:00 -0400
Subject: [rt-users] Storing custom field file to local file system
In-Reply-To: <4A258E9F.1030507@bitstatement.net>
References: <1243974299.22474.64.camel@appserver-wn.dainty.ca>
	<4A258E9F.1030507@bitstatement.net>
Message-ID: <1244028180.854.9.camel@appserver-wn.dainty.ca>

Thanks Tom - but actually my custom field IS defined as "Upload one
file" (or an attachment).

My problem is saving that attachment from RT to /tmp (for manipulation
from command-line script).

There must be some non-http method of extracting the attachment to a
file?

-----Original Message-----
From: Tom Lahti <toml at bitstatement.net>
To: BJ Blanchard <blabj at dainty.ca>
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Storing custom field file to local file system
Date: Tue, 02 Jun 2009 13:42:07 -0700


>   my $url = RT->Config->Get('WebPath') .
> "/Download/CustomFieldValue/".$cf->Id.'/'.$cf->Content;
>   getstore($url,"/tmp/temp.odt");
>
> Or perhaps more easily put:  How do you extract a file from a custom
> field and store it on the local file system?

Since the custom field just names the file, set up a separate name space in
your web server (Apache?) that doesn't go through RT to fetch the document
through with getstore().

my $url = "http://not-rt.server.com/some/dir/" . $cf->Content;
getstore($url...);

If you need to secure it better make sure not-rt.server.com isn't publicly
available, or use "localhost" and clamp that down in Apache config, or whatever.

If you need RT to authenticate document access, then you're better off
storing the document as an attachment.

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From falcone at bestpractical.com  Wed Jun  3 08:17:40 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 08:17:40 -0400
Subject: [rt-users] Only Plain Text Mails.
In-Reply-To: <2282948c0906011718u55faf1e1yd4e3ffcc87fb2c8f@mail.gmail.com>
References: <2282948c0905302132u29498983sd31e4dfe7835cec5@mail.gmail.com>
	<2282948c0906011718u55faf1e1yd4e3ffcc87fb2c8f@mail.gmail.com>
Message-ID: <632820C1-718F-4AD4-AF99-599F2A05CB07@bestpractical.com>

On Jun 1, 2009, at 8:18 PM, Rana Tanveer wrote:

> Hi Kavin
>
>
> I have tried hard to implement according to your advise. but  
> unfortunately it does not work or may i did something wrong.
> http://code.bestpractical.com/bps-public/rt/3.8/trunk/docs/templates.pod
>
> can you please give me some exact example so that i use that with  
> little modification.
>
> I have spent 10 hours for this task to sent mails in text/html.

You appear to have missed the important part of that URL

=item Content-Type: text/html

The special header "Content-Type: text/html" tells RT that the  
template should
be parsed as HTML. RT will automatically make the outgoing message  
multipart.
That way, recipients who can read only plaintext email will receive  
something
readable, while users with clients which can display HTML will receive  
the full
experience. Please be aware that HTML support in mail clients varies  
greatly,
much more so than different web browsers.

We welcome contributions of HTML-ization of builtin templates.

=back

You didn't provide examples of what you tried, which makes it difficult
to tell you what broke.

-kevin

>
>
> i am thinking about to modify SendEmail.pm, as this was not the  
> right way to deal with so i did not change this file. as it is  
> clearly mentioned here that for security reason we only send textual  
> mails.
>
> can you please help ?
>
> Part of the
> /usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm
> # For security reasons, we only send out textual mails.
> foreach my $part ( grep !$_->is_multipart, $MIMEObj->parts_DFS ) {
> .
> .
> .
>
> On May 31, 2009, at 12:32 AM, Rana Tanveer wrote:
>
> > I am using RT 3.8.2, but RT is sending only plain text messages.
>
> Please read docs/templates.pod in your RT tarball which
> describes the steps necessary to generate outgoing HTML
> email (the settings below only affect display of mail within
> RT)
>
> -kevin
>
>
> >
> > i used below setting but same result.
> >
> > Set($PreferRichText, 1);
> > Set($MessageBoxRichText, 1);
> > Set($MessageBoxRichTextHeight, 200);
> >
> > I even try to search mailing lists but no luck.
> >
> > could anyone guide me what is wrong, or what might should i have to
> > use ?
> >
> > --
> > ---------------------------------------------
> > Rana Tanveer
> >  +923224194457
> > http://www.sysadminsline.com
> > ---------------------------------------------
>
> On Sun, May 31, 2009 at 10:32 AM, Rana Tanveer  
> <ranatanveer at gmail.com> wrote:
> Hi Every one.
>
> I am using RT 3.8.2, but RT is sending only plain text messages.
>
> i used below setting but same result.
>
> Set($PreferRichText, 1);
> Set($MessageBoxRichText, 1);
> Set($MessageBoxRichTextHeight, 200);
>
> I even try to search mailing lists but no luck.
>
> could anyone guide me what is wrong, or what might should i have to  
> use ?
>
> -- 
> ---------------------------------------------
>           Rana Tanveer
>          +923224194457
> http://www.sysadminsline.com
> ---------------------------------------------
>
>
>
> -- 
> ---------------------------------------------
>          Rana Tanveer
>         +923224194457
> http://www.sysadminsline.com
> ---------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From falcone at bestpractical.com  Wed Jun  3 08:19:20 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 08:19:20 -0400
Subject: [rt-users] Custom Fields in Update.html view
In-Reply-To: <35ccbd010906012034i4996385bmfa3a0aa4028e835e@mail.gmail.com>
References: <35ccbd010906012034i4996385bmfa3a0aa4028e835e@mail.gmail.com>
Message-ID: <AEFFF699-F0F8-48BE-BAC3-2ABF15BC6B91@bestpractical.com>


On Jun 1, 2009, at 11:34 PM, Stephen Cochran wrote:

> Custom fields are displayed in Update.html (reached by clicking on  
> Comment, Reply, or Resolve). Are they supposed to be modifiable in  
> that interface? I don't see anything in Update.html that would be  
> saving their settings, though I don't recognize the form submission  
> handling in Update.html.
>
> I know the ticket status and owners are saved, but CFs dont' seem to  
> be.

Sounds like you have an incomplete local modification
RT only displays Transaction Custom Fields on that page,
not Ticket Custom Fields

-kevin



From falcone at bestpractical.com  Wed Jun  3 08:23:18 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 08:23:18 -0400
Subject: [rt-users] 3.8.2 message display bug reappears in 3.8.3
In-Reply-To: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com>
References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com>
Message-ID: <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com>

On Jun 2, 2009, at 5:28 AM, Jo Rhett 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.

-kevin

>
>
> --- ShowEmailRecord.html_orig   2009-02-23 16:55:17.000000000 -0800
> +++ ShowEmailRecord.html        2009-02-23 16:56:22.000000000 -0800
>  -65,7 +65,7
>  my $show;
>  $show = sub {
>      my $attach = shift;
> -    $m->out( '<div id="body"><pre style="padding: 2em;">' );
> +    $m->out( '<div id="body" style="white-space: pre-wrap; padding:
> 2em;">' );
>      $m->out( $m->interp->apply_escapes( $attach->Headers, 'h' ) );
>      $m->out( "\n\n" );
>      if ( $attach->ContentType =~ m{^multipart/}i ) {
>  -76,7 +76,7
>      } else {
>          $show_content->( $attach );
>      }
> -    $m->out( '</pre></div>' );
> +    $m->out( '</div>' );
>  };
>
>  my $AttachmentObj = new RT::Attachment($session{'CurrentUser'});
>
> -- 
> 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  Wed Jun  3 08:24:45 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 08:24:45 -0400
Subject: [rt-users] RT::User::MergeInto Unimplemented in
	HTML::Mason::Commands
In-Reply-To: <11E641922C0B44439FB30F8936ABF621073AA900@bigmail01.eagleinvsys.com>
References: <4a256e9e.2c8.9d8.79f2@cnc.bc.ca>
	<11E641922C0B44439FB30F8936ABF621073AA900@bigmail01.eagleinvsys.com>
Message-ID: <A70FB355-F1D5-4988-8CA8-9AB5C25A2ED8@bestpractical.com>


On Jun 2, 2009, at 2:41 PM, Jeff Lucas wrote:

> I?ve installed RT-Extension-MergeUsers-0.03_02 but get the following  
> when trying to use it from the User account page?
>
> RT::User::MergeInto Unimplemented in HTML::Mason::Commands. (/apps/ 
> rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers/Admin/Users/ 
> Modify.html/RightColumnBottom line 71)
>
>
> My install is a bit unusual in that I have RT installed in /apps as  
> follows?
> # find /apps/rt-3.8.2/ -name \*erge\*
> /apps/rt-3.8.2/man/auto/RT/Extension/MergeUsers
> /apps/rt-3.8.2/man/man3/RT::Extension::MergeUsers.3pm
> /apps/rt-3.8.2/lib/RT/Extension/MergeUsers.pm

I wonder what else is unusual about your install,
I'd expect MergeUsers.pm and all the callbacks to live in:

/apps/rt-3.8.2/local/plugins/RT-Extension-MergeUsers/

Otherwise, Set(@Plugins) won't be able to properly load it.

-kevin

> /apps/rt-3.8.2/share/html/REST/1.0/ticket/merge
> /apps/rt-3.8.2/share/html/REST/1.0/Forms/ticket/merge
> /apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers
> /apps/rt-3.8.2/bin/rt-update-merged-users
> /apps/rt-3.8.2/bin/rt-merge-users
> /apps/rt-3.8.2/var/mason_data/obj/2362954981/standard/Callbacks/RT- 
> Extension-MergeUsers
>
> # grep -i merge /apps/rt-3.8.2/etc/*
> /apps/rt-3.8.2/etc/RT_Config.pm: debug info notice warning error  
> critical alert emergency
> /apps/rt-3.8.2/etc/RT_SiteConfig.pm:Set(@Plugins,  
> qw(RT::Extension::MergeUsers));
>
> I?m not sure if my non-standard install location is the problem or  
> not.
>
> TIA.
>
> -Jeff
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From falcone at bestpractical.com  Wed Jun  3 08:26:36 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 08:26:36 -0400
Subject: [rt-users] Creating Tickets Via Email
In-Reply-To: <CAA847CFC1996D42A555A9218E6A831F02310F21@isn-bes2.intservnet>
References: <CAA847CFC1996D42A555A9218E6A831F02310F21@isn-bes2.intservnet>
Message-ID: <8735E505-AD04-4B30-BC8F-EA2A043D234A@bestpractical.com>

On Jun 2, 2009, at 4:22 PM, Nick Coronado wrote:

> I looked up the Email Integration document under the wiki pages. I  
> followed the steps and was able to perform the following:
> cat testfile | /usr/bin/rt-mailgate --debug Exchange --action  
> correspond ?url http://rt.isncom.com
>
>
> AND RECEIVED:
>
> Connecting to http://rt.isncom.com/REST/1.0/NoAuth/mail-gateway at / 
> usr/bin/rt-mailgate line 99, <> line 1.
> okTicket: 12648Queue: Owner: NobodyStatus: rejectedSubject: testing  
> ticketRequestor:  at /usr/bin/rt-mailgate line 108, <> line 1.
>
>
> In order to keep the ticket from being rejected when I use the web  
> interface I have to have the following fields:
>
> 1. mandatory customer ID
> 2. support level
> 3. severity
>
> If the whole point is for a user to be able to email an issue and  
> have it create a ticket how could I do this without getting the  
> ticket rejected?

Do you have a customization to reject tickets if those Custom Fields  
aren't filled out?
It appears there is something setting the status to Rejected.

RT's Custom Field validation code prevents ticket creation in the web  
ui, but
not in the mailgate for precisely this reason.

-kevin

>
> Basically, instead of having customer service deal with so many  
> calls we would like users to be able to create their own tickets. ?  
> Has anyone dealt with this issue before?
>


From falcone at bestpractical.com  Wed Jun  3 08:30:04 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 08:30:04 -0400
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
	<13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>
Message-ID: <12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>


On Jun 3, 2009, at 6:43 AM, Gavin Henry wrote:

> Is a database upgrade needed? When we went from 3.8.2 to .3 it failed
> saying that group something id already exists.

Yes, there is a database upgrade involved.

Please send the full error message and the command you use
to rt-bugs at bestpractical.com so we can review it.

There were no groups created between 3.8.2 and 3.8.3 so I wonder
what happened.

-kevin

> On 01/06/2009, Jesse Vincent <jesse at bestpractical.com> wrote:
>>
>>
>>> Second, I just wanted to point out to folks that use  
>>> WebExternalAuth, and
>>> potentially the companion WebFallbackToInternalAuth, that it has  
>>> been
>>> reversed.  In RT 3.8.2, it was "...is undefined, the user..." and in
>>> 3.8.3, it is now "...is defined, the user..." so please be careful.
>>
>> My recollection is that this was a documentation fix, not a change in
>> actual behaviour.
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> -- 
> Sent from my mobile device
>
> http://www.suretecsystems.com/services/openldap/
> http://www.suretectelecom.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  Wed Jun  3 08:32:07 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 08:32:07 -0400
Subject: [rt-users] Storing custom field file to local file system
In-Reply-To: <1244028180.854.9.camel@appserver-wn.dainty.ca>
References: <1243974299.22474.64.camel@appserver-wn.dainty.ca>
	<4A258E9F.1030507@bitstatement.net>
	<1244028180.854.9.camel@appserver-wn.dainty.ca>
Message-ID: <A0ED86CF-45D5-41F2-915B-DE6EB2CA36CE@bestpractical.com>


On Jun 3, 2009, at 7:23 AM, BJ Blanchard wrote:

> Thanks Tom - but actually my custom field IS defined as "Upload one  
> file" (or an attachment).
>  My problem is saving that attachment from RT to /tmp (for  
> manipulation from command-line script).
>  There must be some non-http method of extracting the attachment to  
> a file?

Look at Download/CustomFieldValue/dhandler

You need to get an ObjectCustomFieldValue object and then fetch the  
LargeContent

-kevin

>
>
> -----Original Message-----
> From: Tom Lahti <toml at bitstatement.net>
> To: BJ Blanchard <blabj at dainty.ca>
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Storing custom field file to local file system
> Date: Tue, 02 Jun 2009 13:42:07 -0700
>
> >   my $url = RT->Config->Get('WebPath') .
> > "/Download/CustomFieldValue/".$cf->Id.'/'.$cf->Content;
> >   getstore($url,"/tmp/temp.odt");
> >
> > Or perhaps more easily put:  How do you extract a file from a custom
> > field and store it on the local file system?
>
> Since the custom field just names the file, set up a separate name  
> space in
> your web server (Apache?) that doesn't go through RT to fetch the  
> document
> through with getstore().
>
> my $url = "http://not-rt.server.com/some/dir/" . $cf->Content;
> getstore($url...);
>
> If you need to secure it better make sure not-rt.server.com isn't  
> publicly
> available, or use "localhost" and clamp that down in Apache config,  
> or whatever.
>
> If you need RT to authenticate document access, then you're better off
> storing the document as an attachment.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 gavin.henry at gmail.com  Wed Jun  3 08:32:09 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Wed, 3 Jun 2009 13:32:09 +0100
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
	<13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>
	<12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
Message-ID: <13ca621c0906030532s65fd133en2ba801a715107569@mail.gmail.com>

Will do, thanks.

On 03/06/2009, Kevin Falcone <falcone at bestpractical.com> wrote:
>
> On Jun 3, 2009, at 6:43 AM, Gavin Henry wrote:
>
>> Is a database upgrade needed? When we went from 3.8.2 to .3 it failed
>> saying that group something id already exists.
>
> Yes, there is a database upgrade involved.
>
> Please send the full error message and the command you use
> to rt-bugs at bestpractical.com so we can review it.
>
> There were no groups created between 3.8.2 and 3.8.3 so I wonder
> what happened.
>
> -kevin
>
>> On 01/06/2009, Jesse Vincent <jesse at bestpractical.com> wrote:
>>>
>>>
>>>> Second, I just wanted to point out to folks that use
>>>> WebExternalAuth, and
>>>> potentially the companion WebFallbackToInternalAuth, that it has
>>>> been
>>>> reversed.  In RT 3.8.2, it was "...is undefined, the user..." and in
>>>> 3.8.3, it is now "...is defined, the user..." so please be careful.
>>>
>>> My recollection is that this was a documentation fix, not a change in
>>> actual behaviour.
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>> --
>> Sent from my mobile device
>>
>> http://www.suretecsystems.com/services/openldap/
>> http://www.suretectelecom.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
>

-- 
Sent from my mobile device

http://www.suretecsystems.com/services/openldap/
http://www.suretectelecom.com


From sturner at MIT.EDU  Wed Jun  3 09:00:37 2009
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 03 Jun 2009 09:00:37 -0400
Subject: [rt-users] TransactionBatch Question
In-Reply-To: <589c94400906011519g4216c2b1pdc4e9aa73b905d05@mail.gmail.com>
References: <op.uuumlk2a5pzi6r@mockingbird.mit.edu>
	<589c94400906011055y69065c16j6f87919b53fb6610@mail.gmail.com>
	<op.uuuybjm15pzi6r@mockingbird.mit.edu>
	<589c94400906011519g4216c2b1pdc4e9aa73b905d05@mail.gmail.com>
Message-ID: <op.uux83bjs5pzi6r@mockingbird.mit.edu>

On Mon, 01 Jun 2009 18:19:35 -0400, Ruslan Zakirov  
<ruslan.zakirov at gmail.com> wrote:

> Steve, sorry, but I can't say that I fully understand your
> description, but conditions of batch scrips tested on every
> transaction in a batch, but process stops as soon as we find a match.
> We don't want to fire the same scrip multiple times on the same batch.
>
> For example batch has status, queue and two cfs change.
> * If a condition fires its scrip on correspond then the scrip action
> wouldn't be applied. All txns in the batch would be checked against
> the condition.
> * if a condition fires its scrip on queue change then the scrip action
> would be applied and default transaction accessor will point to queue
> change. The condition wouldn't be checked against cf changes.
> * if a condition fires its scrip on any cf change then the scrip
> action would be applied and default transaction accessor will point to
> the first cf change. The condition wouldn't be checked against other
> transacactions after the first change in a cf.
>
> Something like that, hope it helps.
>
>
>>
>> Steve
>>
>
>
>


I think I've got it now! Thanks for your help Ruslan,

Steve


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


From jmoseley at corp.xanadoo.com  Wed Jun  3 09:18:03 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Wed, 3 Jun 2009 08:18:03 -0500
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
Message-ID: <OFE548268E.1714FEB2-ON862575CA.00491239-862575CA.00493BC5@corp.xanadoo.com>

I see a database upgrade for postgres, but nothing for mysql going from
3.8.2 to 3.8.3.  Perhaps I'm missing something...


James Moseley



Kevin Falcone <falcone at bestpractical.com>  wrote:




Yes, there is a database upgrade involved.







From falcone at bestpractical.com  Wed Jun  3 09:20:09 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 09:20:09 -0400
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <OFE548268E.1714FEB2-ON862575CA.00491239-862575CA.00493BC5@corp.xanadoo.com>
References: <OFE548268E.1714FEB2-ON862575CA.00491239-862575CA.00493BC5@corp.xanadoo.com>
Message-ID: <1F36FA50-4B8C-4FD0-AD66-F2EE035F8AE6@bestpractical.com>


On Jun 3, 2009, at 9:18 AM, jmoseley at corp.xanadoo.com wrote:

> I see a database upgrade for postgres, but nothing for mysql going  
> from
> 3.8.2 to 3.8.3.  Perhaps I'm missing something...

etc/upgrade/3.8.3/content

It isn't a schema change, but it upgrades things in the database.

-kevin

>
>
>
> James Moseley
>
>
>
> Kevin Falcone <falcone at bestpractical.com>  wrote:
>
>
>
>
> Yes, there is a database upgrade involved.
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 gavin.henry at gmail.com  Wed Jun  3 09:20:13 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Wed, 3 Jun 2009 14:20:13 +0100
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <OFE548268E.1714FEB2-ON862575CA.00491239-862575CA.00493BC5@corp.xanadoo.com>
References: <12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
	<OFE548268E.1714FEB2-ON862575CA.00491239-862575CA.00493BC5@corp.xanadoo.com>
Message-ID: <13ca621c0906030620y1a84c6a6h753e7ab3229bc65a@mail.gmail.com>

Yeah, we use Pg.

We got 'relation 'groupmembers1' already exists.

On 03/06/2009, jmoseley at corp.xanadoo.com <jmoseley at corp.xanadoo.com> wrote:
> I see a database upgrade for postgres, but nothing for mysql going from
> 3.8.2 to 3.8.3.  Perhaps I'm missing something...
>
>
> James Moseley
>
>
>
> Kevin Falcone <falcone at bestpractical.com>  wrote:
>
>
>
>
> Yes, there is a database upgrade involved.
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

-- 
Sent from my mobile device

http://www.suretecsystems.com/services/openldap/
http://www.suretectelecom.com


From falcone at bestpractical.com  Wed Jun  3 09:24:56 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 09:24:56 -0400
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <13ca621c0906030620y1a84c6a6h753e7ab3229bc65a@mail.gmail.com>
References: <12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
	<OFE548268E.1714FEB2-ON862575CA.00491239-862575CA.00493BC5@corp.xanadoo.com>
	<13ca621c0906030620y1a84c6a6h753e7ab3229bc65a@mail.gmail.com>
Message-ID: <DCD09673-C8F2-4289-B26E-9CD0072F0C4C@bestpractical.com>


On Jun 3, 2009, at 9:20 AM, Gavin Henry wrote:

> Yeah, we use Pg.
> We got 'relation 'groupmembers1' already exists.

Oh, thats ok.  We added an index that existed on MySQL but not on Pg,
but if you do your own database tuning there is always a chance
we'll conflict with you.  Pointers to portable, simple and back- 
compatible
ways  of detecting indexes appreciated.

You may want to run

/opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/ 
3.8.3

manually if the upgrade errored out after the failed index.
Or just delete schema.Pg and let --action upgrade do the magic

-kevin

>
>
> On 03/06/2009, jmoseley at corp.xanadoo.com <jmoseley at corp.xanadoo.com>  
> wrote:
>> I see a database upgrade for postgres, but nothing for mysql going  
>> from
>> 3.8.2 to 3.8.3.  Perhaps I'm missing something...
>>
>>
>> James Moseley
>>
>>
>>
>> Kevin Falcone <falcone at bestpractical.com>  wrote:
>>
>>
>>
>>
>> Yes, there is a database upgrade involved.
>>
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> -- 
> Sent from my mobile device
>
> http://www.suretecsystems.com/services/openldap/
> http://www.suretectelecom.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 gavin.henry at gmail.com  Wed Jun  3 09:36:32 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Wed, 3 Jun 2009 14:36:32 +0100
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <DCD09673-C8F2-4289-B26E-9CD0072F0C4C@bestpractical.com>
References: <12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
	<OFE548268E.1714FEB2-ON862575CA.00491239-862575CA.00493BC5@corp.xanadoo.com>
	<13ca621c0906030620y1a84c6a6h753e7ab3229bc65a@mail.gmail.com>
	<DCD09673-C8F2-4289-B26E-9CD0072F0C4C@bestpractical.com>
Message-ID: <13ca621c0906030636n7d98017dp5df3c7ae1cb0f39a@mail.gmail.com>

Great, thanks! Will run that later and report back.

On 03/06/2009, Kevin Falcone <falcone at bestpractical.com> wrote:
>
> On Jun 3, 2009, at 9:20 AM, Gavin Henry wrote:
>
>> Yeah, we use Pg.
>> We got 'relation 'groupmembers1' already exists.
>
> Oh, thats ok.  We added an index that existed on MySQL but not on Pg,
> but if you do your own database tuning there is always a chance
> we'll conflict with you.  Pointers to portable, simple and back-
> compatible
> ways  of detecting indexes appreciated.
>
> You may want to run
>
> /opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/
> 3.8.3
>
> manually if the upgrade errored out after the failed index.
> Or just delete schema.Pg and let --action upgrade do the magic
>
> -kevin
>
>>
>>
>> On 03/06/2009, jmoseley at corp.xanadoo.com <jmoseley at corp.xanadoo.com>
>> wrote:
>>> I see a database upgrade for postgres, but nothing for mysql going
>>> from
>>> 3.8.2 to 3.8.3.  Perhaps I'm missing something...
>>>
>>>
>>> James Moseley
>>>
>>>
>>>
>>> Kevin Falcone <falcone at bestpractical.com>  wrote:
>>>
>>>
>>>
>>>
>>> Yes, there is a database upgrade involved.
>>>
>>>
>>>
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>> --
>> Sent from my mobile device
>>
>> http://www.suretecsystems.com/services/openldap/
>> http://www.suretectelecom.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
>

-- 
Sent from my mobile device

http://www.suretecsystems.com/services/openldap/
http://www.suretectelecom.com


From jesse at bestpractical.com  Wed Jun  3 09:44:20 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Jun 2009 09:44:20 -0400
Subject: [rt-users] R:  R:  RT Queue Subject Tag problem
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D806468D2DB5@MBXCCR2.d1.bkd>
References: <1231858380.14809.5.camel@tripleL>
	<1231858725.14809.6.camel@tripleL>
	<E715467A47D6E0479B59B4A238A4F6D806468D2D01@MBXCCR2.d1.bkd>
	<20090529205917.GW10271@bestpractical.com>
	<E715467A47D6E0479B59B4A238A4F6D806468D2DB5@MBXCCR2.d1.bkd>
Message-ID: <20090603134420.GA8405@bestpractical.com>



Can you please test on 3.8.3?

On Wed, Jun 03, 2009 at 10:30:27AM +0200, Guadagnino Cristiano wrote:
> Hi Jesse!
> First of all, thank you for your response.
> 
> Unfortunately, it seems it is not working.
> On a test system (RT 3.8.2) we have two "incoming" queues: DBA and SCHEDU. I have set the subject tag for the DBA queue as "DBA", while the subject tag for the SCHEDU queue is "SCHD".
> 
> In the RT_SiteConfig i have:
> 
> Set($rtname , "SCHEDULAZIONE");
> Set($ExtractSubjectTagMatch, qr/\[(?:DBA|SCHD) #\d+\]/);
> 
> I have restarted apache, then I created a test ticket in both queues (using the "quick ticket creation" panel). BOTH of these ticket came out as having [SCHEDULAZIONE #nnnn] in the subject of the email, i.e. they both have the $rtname instead of the intended subject tag.
> 
> We are running 3.8.2 both in production and in test. Is this a show-stopper? Should we upgrade to 3.8.3 to have the functionality? Or am I misunderstanding the intended behaviour of the subject tag setting?
> 
> Thank you in advance!
> 
> Bye
> Cris
> 
> 
> 
> -----Messaggio originale-----
> Da: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Inviato: venerd? 29 maggio 2009 22.59
> A: Guadagnino Cristiano
> Cc: rt-users at lists.bestpractical.com; jeremy at umbc.edu
> Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem
> 
> 
> 
> 
> On Fri, May 29, 2009 at 12:22:15PM +0200, Guadagnino Cristiano wrote:
> > Hi all,
> > I am having the same problem as Jeremy here. Nobody replied since january... can somebody help please?
> > 
> > We just added some queues to out RT installation; these queues are to be used by an entirely new set of users, and we need then to have a different subject tag.
> > 
> > If I understand correctly, the default subject tag is taken by the $rtname variable. So I changed the "subject tag" field in the queues, which was previously unset. RT tells me it has saved the value, but if I reenter the queue configuration panel I see mixed results: sometimes I see "subject tag" field empty, and sometimes I see it populated with what I have set.
> > The behaviour also seems to be unconsistent: sometimes it uses the subject tag I have set, sometimes (90% of times) it uses the $rtname.
> > 
> > I have looked at the database (MySQL here), and I also see that the only place where the value is apparently stored is in the "attributes" table.
> > 
> > Is this a known bug?
> > 
> 
> It's an interaction with the  ExtractSubjectTag scrip.  I believe that
> if you add all your subject tags to ExtractSubjectTagMatch in
> RT_SiteConfig, that will take care of it. I also _Thought_ this was
> sorted out for 3.8.3, but someone who actually had code in the release
> can likely correct me on that ;)
> 

-- 


From ruslan.zakirov at gmail.com  Wed Jun  3 10:02:20 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 3 Jun 2009 18:02:20 +0400
Subject: [rt-users] How to Migrate the Bugzilla Ticket Description into
	Request Tracker
In-Reply-To: <8B08529E88A3624A9158BBADB6325C35063EA896@sv-mail.snowvalley.com>
References: <8B08529E88A3624A9158BBADB6325C35063EA896@sv-mail.snowvalley.com>
Message-ID: <589c94400906030702mf71e5c6q50f8f8dcf5b535a6@mail.gmail.com>

Content of tickets is organized as MIME parts in attachments table.
Each attachment may have a parent and sticketed to  a transaction.
Transactions with attachments usually have Create, Correspond or
Comment type.

What else do you want to know?

On Tue, Jun 2, 2009 at 7:23 PM, Kwasi Date-Bah
<kwasi.date-bah at snowvalley.com> wrote:
> Issue
>
>
>
> My colleague and I have mostly completed the migration of our company
> bugzilla database to request tracker.
>
> The issue I am currently encountering is that although the tickets have
> migrated across, the actual body content
> of the ticket has not migrated across.
>
>
>
> I have seen that the detail for a ticket should be held in the attachments
> table.
>
> I would really appreciate any advise that you can offer me.
>
>
>
> Thanks,
>
> __________________________
>
> Kwasi Date-Bah
> Database Administrator
>
> Direct Line: +44 20 7813 9536
> kwasi.date-bah at snowvalley.com
>
> 10 Emerald Street, London, WC1N 3QA
> Website: http://www.snowvalley.com
>
> Blog: http://snowpatrol.snowvalley.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  Wed Jun  3 10:04:30 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 3 Jun 2009 18:04:30 +0400
Subject: [rt-users] search for deleted tickets in a Dashboard?
In-Reply-To: <7093BD1E-B2C9-4E79-B8A3-60AEB10E44E9@netconsonance.com>
References: <7093BD1E-B2C9-4E79-B8A3-60AEB10E44E9@netconsonance.com>
Message-ID: <589c94400906030704t5570e20me4d8ac530c6aa146@mail.gmail.com>

There is no way to search deleted tickets in the web UI.

On Tue, Jun 2, 2009 at 10:48 PM, Jo Rhett <jrhett at netconsonance.com> wrote:
> I'm trying to create a Dashboard which will mail out the tickets for
> review which are going to be purged from the system by rt-scrubber.
>
> In testing I have found something weird. ?Giving rt-scrubber a query
> like this works fine.
>
> ?rt-shredder --plugin "Tickets=query, Status = 'deleted' AND
> LastUpdated < '90 days ago';limit,100" --sqldump /u/rtweb/shredder-
> restore.sql
>
> However the same query in the ticket system returns no results. ?Is
> there something about doing ticket queries where Deleted is not a
> valid status? ?How do we solve this problem?
>
> --
> 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  Wed Jun  3 10:05:33 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 3 Jun 2009 18:05:33 +0400
Subject: [rt-users] search for deleted tickets in a Dashboard?
In-Reply-To: <589c94400906030704t5570e20me4d8ac530c6aa146@mail.gmail.com>
References: <7093BD1E-B2C9-4E79-B8A3-60AEB10E44E9@netconsonance.com>
	<589c94400906030704t5570e20me4d8ac530c6aa146@mail.gmail.com>
Message-ID: <589c94400906030705h152359d8k84a35f44f9dd9a47@mail.gmail.com>

You can use custom portlet based on a component with
$tickets->{'allow_search_deleted'} = 1;

On Wed, Jun 3, 2009 at 6:04 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> There is no way to search deleted tickets in the web UI.
>
> On Tue, Jun 2, 2009 at 10:48 PM, Jo Rhett <jrhett at netconsonance.com> wrote:
>> I'm trying to create a Dashboard which will mail out the tickets for
>> review which are going to be purged from the system by rt-scrubber.
>>
>> In testing I have found something weird. ?Giving rt-scrubber a query
>> like this works fine.
>>
>> ?rt-shredder --plugin "Tickets=query, Status = 'deleted' AND
>> LastUpdated < '90 days ago';limit,100" --sqldump /u/rtweb/shredder-
>> restore.sql
>>
>> However the same query in the ticket system returns no results. ?Is
>> there something about doing ticket queries where Deleted is not a
>> valid status? ?How do we solve this problem?
>>
>> --
>> 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.
>



-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Jun  3 10:08:59 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 3 Jun 2009 18:08:59 +0400
Subject: [rt-users] RT 3.8.3 and AT 1.2.4b1 - Batch and Grid updates
	broken
In-Reply-To: <1243972567.22474.43.camel@appserver-wn.dainty.ca>
References: <1243972567.22474.43.camel@appserver-wn.dainty.ca>
Message-ID: <589c94400906030708g152f543fx475e23c9560a6611@mail.gmail.com>

It's better to return empty list:

sub ACLEquivalenceObjects { return () }

On Tue, Jun 2, 2009 at 11:56 PM, BJ Blanchard <blabj at dainty.ca> wrote:
> For those out there using RT 3.8.2 with Asset Tracker 1.2.4b1 - an upgrade
> to RT 3.8.3 breaks Batch and Grid updates of Assets.
>
> This is due to a missing method called ACLEquivalenceObjects in
> /opt/rt3/local/lib/RTx/AssetTracker/System.pm.
>
> I added this and it restored functionality of both Batch and Grid updates:
>
> sub ACLEquivalenceObjects {
> ??? my $self = shift;
> ??? return $self;
>
> }
>
> Otherwise, Asset Tracker works great in 3.8.3 so far.
>
> -Bob
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Wed Jun  3 10:11:41 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 3 Jun 2009 18:11:41 +0400
Subject: [rt-users] admin cc not receiving mail
In-Reply-To: <03D0CD3BAC1F2949B639858D2686296E0261B283@musca.ctn.nha.co.za>
References: <03D0CD3BAC1F2949B639858D2686296E0261B283@musca.ctn.nha.co.za>
Message-ID: <589c94400906030711h24ac6bb1xe570af3787155fd9@mail.gmail.com>

you need scrip for that:

On any transaction notify admin ccs with template transaction.

On Wed, Jun 3, 2009 at 2:48 PM, Bashir Jahed <bashir.jahed at nha.co.za> wrote:
> Hi,
>
>
>
> Been googling for 2 weeks with no success.
>
>
>
> I have an issue with admin cc. I am listed as admin cc of a queue. If
> someone adds a comment to a ticket i receive the correspondence, however if
> someone emails a comment the correspondence is not sent out to admin cc?s
>
>
>
> Is this the standard way it should work? I would like all transacations on a
> particular queue to be sent to the admin cc?s. Is this possible?
>
>
>
> Bashir
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 gavin.henry at gmail.com  Wed Jun  3 10:37:06 2009
From: gavin.henry at gmail.com (Gavin Henry)
Date: Wed, 3 Jun 2009 15:37:06 +0100
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <DCD09673-C8F2-4289-B26E-9CD0072F0C4C@bestpractical.com>
References: <12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
	<OFE548268E.1714FEB2-ON862575CA.00491239-862575CA.00493BC5@corp.xanadoo.com>
	<13ca621c0906030620y1a84c6a6h753e7ab3229bc65a@mail.gmail.com>
	<DCD09673-C8F2-4289-B26E-9CD0072F0C4C@bestpractical.com>
Message-ID: <13ca621c0906030737t5b66f917y4280418b559fd396@mail.gmail.com>

2009/6/3 Kevin Falcone <falcone at bestpractical.com>:
>
> On Jun 3, 2009, at 9:20 AM, Gavin Henry wrote:
>
>> Yeah, we use Pg.
>> We got 'relation 'groupmembers1' already exists.
>
> Oh, thats ok. ?We added an index that existed on MySQL but not on Pg,
> but if you do your own database tuning there is always a chance
> we'll conflict with you. ?Pointers to portable, simple and back-
> compatible
> ways ?of detecting indexes appreciated.
>
> You may want to run
>
> /opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/
> 3.8.3
>
> manually if the upgrade errored out after the failed index.
> Or just delete schema.Pg and let --action upgrade do the magic

Great, worked fine. Just deleted schema.Pg

Thanks.



-- 
http://www.suretecsystems.com/services/openldap/
http://www.suretectelecom.com


From guadagnino.cristiano at creval.it  Wed Jun  3 11:15:51 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 3 Jun 2009 17:15:51 +0200
Subject: [rt-users] R: R:  R:  RT Queue Subject Tag problem
In-Reply-To: <20090603134420.GA8405@bestpractical.com>
References: <1231858380.14809.5.camel@tripleL>
	<1231858725.14809.6.camel@tripleL>
	<E715467A47D6E0479B59B4A238A4F6D806468D2D01@MBXCCR2.d1.bkd>
	<20090529205917.GW10271@bestpractical.com>
	<E715467A47D6E0479B59B4A238A4F6D806468D2DB5@MBXCCR2.d1.bkd>
	<20090603134420.GA8405@bestpractical.com>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D806468D2DF6@MBXCCR2.d1.bkd>

Jesse,
after Jeremy's last email I upgraded our test system to 3.8.3, and the feature is now working perfectly. The web configuration UI sometimes still fails to show the subject tag, though.

Thank you for your help!

Bye
Cris

-----Messaggio originale-----
Da: Jesse Vincent [mailto:jesse at bestpractical.com] 
Inviato: mercoled? 3 giugno 2009 15.44
A: Guadagnino Cristiano
Cc: Jesse Vincent; rt-users at lists.bestpractical.com; jeremy at umbc.edu
Oggetto: Re: R: [rt-users] R: RT Queue Subject Tag problem



Can you please test on 3.8.3?

On Wed, Jun 03, 2009 at 10:30:27AM +0200, Guadagnino Cristiano wrote:
> Hi Jesse!
> First of all, thank you for your response.
> 
> Unfortunately, it seems it is not working.
> On a test system (RT 3.8.2) we have two "incoming" queues: DBA and SCHEDU. I have set the subject tag for the DBA queue as "DBA", while the subject tag for the SCHEDU queue is "SCHD".
> 
> In the RT_SiteConfig i have:
> 
> Set($rtname , "SCHEDULAZIONE");
> Set($ExtractSubjectTagMatch, qr/\[(?:DBA|SCHD) #\d+\]/);
> 
> I have restarted apache, then I created a test ticket in both queues (using the "quick ticket creation" panel). BOTH of these ticket came out as having [SCHEDULAZIONE #nnnn] in the subject of the email, i.e. they both have the $rtname instead of the intended subject tag.
> 
> We are running 3.8.2 both in production and in test. Is this a show-stopper? Should we upgrade to 3.8.3 to have the functionality? Or am I misunderstanding the intended behaviour of the subject tag setting?
> 
> Thank you in advance!
> 
> Bye
> Cris
> 
> 
> 
> -----Messaggio originale-----
> Da: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Inviato: venerd? 29 maggio 2009 22.59
> A: Guadagnino Cristiano
> Cc: rt-users at lists.bestpractical.com; jeremy at umbc.edu
> Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem
> 
> 
> 
> 
> On Fri, May 29, 2009 at 12:22:15PM +0200, Guadagnino Cristiano wrote:
> > Hi all,
> > I am having the same problem as Jeremy here. Nobody replied since january... can somebody help please?
> > 
> > We just added some queues to out RT installation; these queues are to be used by an entirely new set of users, and we need then to have a different subject tag.
> > 
> > If I understand correctly, the default subject tag is taken by the $rtname variable. So I changed the "subject tag" field in the queues, which was previously unset. RT tells me it has saved the value, but if I reenter the queue configuration panel I see mixed results: sometimes I see "subject tag" field empty, and sometimes I see it populated with what I have set.
> > The behaviour also seems to be unconsistent: sometimes it uses the subject tag I have set, sometimes (90% of times) it uses the $rtname.
> > 
> > I have looked at the database (MySQL here), and I also see that the only place where the value is apparently stored is in the "attributes" table.
> > 
> > Is this a known bug?
> > 
> 
> It's an interaction with the  ExtractSubjectTag scrip.  I believe that
> if you add all your subject tags to ExtractSubjectTagMatch in
> RT_SiteConfig, that will take care of it. I also _Thought_ this was
> sorted out for 3.8.3, but someone who actually had code in the release
> can likely correct me on that ;)
> 

-- 

From karel at outerthought.org  Wed Jun  3 03:51:05 2009
From: karel at outerthought.org (Karel Vervaeke)
Date: Wed, 3 Jun 2009 09:51:05 +0200
Subject: [rt-users] 3.6.7 to 3.8.2 upgrade issue (mysql)
Message-ID: <9a99f5510906030051s73f000bs56c7a2d2c0a4bc56@mail.gmail.com>

Hi list,

Due to persistent memory problems I decided to try and upgrade to a
more recent version of RT. (RT 3.6 was installed on a xen VM running
Debian etch using the default apt package.  In the mean time the
machine has been upgraded to Debian lenny, without side-effects for
RT.  After the distro upgrade RT 3.8 was installed (again using apt).

The mysql db upgrade script was generated like this:
perl /usr/share/request-tracker3.8/etc/upgrade/upgrade-mysql-schema.pl
rtdb rtuser rt > rt-upgrade-mysql.sql

Unfortunately the upgrade script fails at line 210:
209  ALTER TABLE Users MODIFY Name VARBINARY(200) NOT NULL;
210  ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL;

This is due to the fact that we have these records in the users database:
703 xxxxxxxxxe at customer.com
723 xxxxxxxxx?@customer.com

Both email addresses belong to the same person - the Users table
currently is using charset latin1.
What's the best way to move forward?
* Should I alter the upgrade script to make the Name column accent sensitive?
* Alternatively I update all tables so they point to the same user
record and remove the conflicting one (but what will happen when a new
email from that address arrives?)

Regards,
Karel


From nyonko at advnettech.net  Wed Jun  3 11:42:49 2009
From: nyonko at advnettech.net (Nick Yonko)
Date: Wed, 3 Jun 2009 08:42:49 -0700 (PDT)
Subject: [rt-users] RT on Oracle - ORA-04043 object Attachments does not
 exist
In-Reply-To: <4A2626AB.9070102@mococo.nl>
Message-ID: <3138363.41244043768374.JavaMail.nicholas@nwgy>

Do you know how I would do that?

----- Original Message -----
From: "Joop van de Wege" <JoopvandeWege at mococo.nl>
To: "Nick Yonko" <nyonko at advnettech.net>
Cc: rt-users at bestpractical.com
Sent: Wednesday, June 3, 2009 12:30:51 AM GMT -08:00 US/Canada Pacific
Subject: Re: [rt-users] RT on Oracle - ORA-04043 object Attachments does not exist

Nick Yonko wrote:
> That was my initial thought, but when I log into the database using the rt user with sqlplus, as the account that runs the apache daemon no less, I can issue a 'desc attachments' command and a 'desc "Attachments"' command and both return the table structure.
Can you turn on sql logging within RT?
This might give you a clue as to what exact statement is causing the 
ora-04043 error

Regards,

Joop


From kfcrocker at lbl.gov  Wed Jun  3 12:23:30 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 03 Jun 2009 09:23:30 -0700
Subject: [rt-users] Tickets with Owner= (no value)
In-Reply-To: <8063A3782A694F8EAE9701C43A425AE0@altran.es>
References: <8063A3782A694F8EAE9701C43A425AE0@altran.es>
Message-ID: <4A26A382.3000503@lbl.gov>

Alberto,

    When you say you removed a user via MySQL do you mean you merely 
dropped the record from the USERS Table?


Kenn
LBNL

On 6/3/2009 1:55 AM, Alberto Villanueva wrote:
> Good morning,
>
> Yesterday I removed a user (within MySQL) had several assigned
> tickets. Now these have Owner= (no value).
>
> I have tested next:
>
> 1.- MySQL query, but I cannot select because Owner= (no value)
> 2.- In RT: new Search / Batch update / (I cannot because RT says
> "Only you can assign tickets that they haven't Owner or it's
> Nobody")
>
> Could I tell me how I assign the new owner?
>
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL 
> Consultant
> ____________________________________________
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1 
> Campezo Street, 1- 28022 - Madrid, Spain
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>   
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From ruslan.zakirov at gmail.com  Wed Jun  3 12:26:45 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 3 Jun 2009 20:26:45 +0400
Subject: [rt-users] 3.6.7 to 3.8.2 upgrade issue (mysql)
In-Reply-To: <9a99f5510906030051s73f000bs56c7a2d2c0a4bc56@mail.gmail.com>
References: <9a99f5510906030051s73f000bs56c7a2d2c0a4bc56@mail.gmail.com>
Message-ID: <589c94400906030926u431bd270w55520efb54f1cb89@mail.gmail.com>

On Wed, Jun 3, 2009 at 11:51 AM, Karel Vervaeke <karel at outerthought.org> wrote:
> Hi list,
>
> Due to persistent memory problems I decided to try and upgrade to a
> more recent version of RT. (RT 3.6 was installed on a xen VM running
> Debian etch using the default apt package. ?In the mean time the
> machine has been upgraded to Debian lenny, without side-effects for
> RT. ?After the distro upgrade RT 3.8 was installed (again using apt).
>
> The mysql db upgrade script was generated like this:
> perl /usr/share/request-tracker3.8/etc/upgrade/upgrade-mysql-schema.pl
> rtdb rtuser rt > rt-upgrade-mysql.sql
>
> Unfortunately the upgrade script fails at line 210:
> 209 ?ALTER TABLE Users MODIFY Name VARBINARY(200) NOT NULL;
> 210 ?ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL;
>
> This is due to the fact that we have these records in the users database:
> 703 xxxxxxxxxe at customer.com
> 723 xxxxxxxxx?@customer.com
>
> Both email addresses belong to the same person - the Users table
> currently is using charset latin1.
> What's the best way to move forward?
> * Should I alter the upgrade script to make the Name column accent sensitive?
> * Alternatively I update all tables so they point to the same user
> record and remove the conflicting one (but what will happen when a new
> email from that address arrives?)

If accounts are duplicates then you can:
* rename all duplicates and leave only primary accounts unchanged, by
adding a "-duplicate" suffix or something like that
* apply the rest commands

Next time RT will use primary account cuz mysql treat e equal to ?
when default collation is used.

If accounts are different and you don't want to treat e equal to ?
then you should adjust SQL commands the script generates and set
different collation for Name column, the same applies to EmailAddress.


> Regards,
> Karel
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 toml at bitstatement.net  Wed Jun  3 12:54:45 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 03 Jun 2009 09:54:45 -0700
Subject: [rt-users] Storing custom field file to local file system
In-Reply-To: <A0ED86CF-45D5-41F2-915B-DE6EB2CA36CE@bestpractical.com>
References: <1243974299.22474.64.camel@appserver-wn.dainty.ca>	<4A258E9F.1030507@bitstatement.net>	<1244028180.854.9.camel@appserver-wn.dainty.ca>
	<A0ED86CF-45D5-41F2-915B-DE6EB2CA36CE@bestpractical.com>
Message-ID: <4A26AAD5.7020908@bitstatement.net>

Kevin Falcone wrote:
> On Jun 3, 2009, at 7:23 AM, BJ Blanchard wrote:
> 
>> Thanks Tom - but actually my custom field IS defined as "Upload one  
>> file" (or an attachment).
>>  My problem is saving that attachment from RT to /tmp (for  
>> manipulation from command-line script).
>>  There must be some non-http method of extracting the attachment to  
>> a file?
> 
> Look at Download/CustomFieldValue/dhandler
> 
> You need to get an ObjectCustomFieldValue object and then fetch the  
> LargeContent

Also, if its an attachment you can get it through the REST interface.

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


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From kfcrocker at lbl.gov  Wed Jun  3 13:04:41 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 03 Jun 2009 10:04:41 -0700
Subject: [rt-users] Help with Time display
Message-ID: <4A26AD29.407@lbl.gov>

To list,

    I am on 3.6.4. To remove the "Time" portion of any date being 
displayed, I used this setting:

Set($DateTimeFormat, {Format => 'Default',Time => 0,});

    It did not work. Is there another setting I need to use in 
conjunction with this one or am I in left field here. Is this setting 
usable in 3.6.4? Thanks in advance.

Kenn
LBNL


From jesse at bestpractical.com  Wed Jun  3 13:10:52 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Jun 2009 13:10:52 -0400
Subject: [rt-users] Help with Time display
In-Reply-To: <4A26AD29.407@lbl.gov>
References: <4A26AD29.407@lbl.gov>
Message-ID: <20090603171052.GI8405@bestpractical.com>




On Wed, Jun 03, 2009 at 10:04:41AM -0700, Ken Crocker wrote:
> To list,
> 
>     I am on 3.6.4. To remove the "Time" portion of any date being 
> displayed, I used this setting:
> 
> Set($DateTimeFormat, {Format => 'Default',Time => 0,});
> 
>     It did not work. Is there another setting I need to use in 
> conjunction with this one or am I in left field here. Is this setting 
> usable in 3.6.4? Thanks in advance.

That's very much a 3.8ism.

Best,
Jesse


From kfcrocker at lbl.gov  Wed Jun  3 13:24:39 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 03 Jun 2009 10:24:39 -0700
Subject: [rt-users] Help with Time display
In-Reply-To: <20090603171052.GI8405@bestpractical.com>
References: <4A26AD29.407@lbl.gov> <20090603171052.GI8405@bestpractical.com>
Message-ID: <4A26B1D7.8090105@lbl.gov>

Jesse,

    HA! Well, that explains that. Thank you for the answer. Hopefully, 
next month I'll be able to install 3.8.3 in development and play with 
it. Thanks again.

Kenn
LBNL

On 6/3/2009 10:10 AM, Jesse Vincent wrote:
>
> On Wed, Jun 03, 2009 at 10:04:41AM -0700, Ken Crocker wrote:
>   
>> To list,
>>
>>     I am on 3.6.4. To remove the "Time" portion of any date being 
>> displayed, I used this setting:
>>
>> Set($DateTimeFormat, {Format => 'Default',Time => 0,});
>>
>>     It did not work. Is there another setting I need to use in 
>> conjunction with this one or am I in left field here. Is this setting 
>> usable in 3.6.4? Thanks in advance.
>>     
>
> That's very much a 3.8ism.
>
> Best,
> Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
-------------- next part --------------
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From kfcrocker at lbl.gov  Wed Jun  3 13:44:20 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 03 Jun 2009 10:44:20 -0700
Subject: [rt-users] Tickets with Owner= (no value)
In-Reply-To: <DAA467AC2F15412B9244C342EA05D8EE@altran.es>
References: <8063A3782A694F8EAE9701C43A425AE0@altran.es>
	<4A26A382.3000503@lbl.gov>
	<C415A2BE76CE43BA97A7AF73028AC147@altran.es>
	<4A26ABE7.3090201@lbl.gov>
	<DAA467AC2F15412B9244C342EA05D8EE@altran.es>
Message-ID: <4A26B674.9030002@lbl.gov>

Alberto,

    If you removed the owners of a ticket by removing those user records 
from the USERS Table, then you will NEVER find those owners, nor will 
you be able to change the owner on those tickets that point to the 
removed UserId. The reason is that RT has several Tables that are 
updated when a Ticket gets an owner. RT cannot replace an owner on a 
ticket if it can't find the old one. RT tries to find the old one so it 
can remove him from group membership in the "owner" role for that 
ticket. This is just one reason why it is NEVER a good idea to remove a 
User from the DataBase manually.
    The problem now is that you have several tickets that have an ID in 
the owner field that points to a User record that does /not/ exist. VERY 
BAD! If you take a look at the history for any of those tickets, you 
will see that the history display stops with an error when it tries to 
find that (removed) UserId to show when they became an owner.
    I'm not sure if Ruslan or any of the other RT gurus have any 
recovery SQL that you can use. If they do not, I have some SQL code that 
will do the job, but it will be a process of steps for EACH User you 
removed from the DataBase. If no one from RT can help you with this, 
then let me know and I'll send you my SQL code/process and explain it to 
you so you can fix your DataBase.

Kenn
LBNL

On 6/3/2009 10:17 AM, Alberto Villanueva wrote:
> Dear Ken,
>  
> Nowadays, I have several tickets without owner. I have search some 
> queries, and I see tickets on RT with Owner no value. And I cannot 
> assign a new owner. why can I do that?
>  
> Now I have run some simple queries :-) and I have the old ID (user), 
> so I will be able to update these tickets :-)
>  
> My question is: do I have to update all tables (Principals, Groups, 
> ...) with the new user's ID? If the answer is YES, I'll try it 
> tomorrow ;-). Else, explain me it, please.
>  
> thanks a lot! ;-)
>  
>  
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL
> Consultant
> ____________________________________________
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1
> Campezo Street, 1- 28022 - Madrid, Spain
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>  
>
>     ------------------------------------------------------------------------
>     *De:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>     *Enviado el:* mi?rcoles, 03 de junio de 2009 18:59
>     *Para:* Alberto Villanueva
>     *Asunto:* Re: [rt-users] Tickets with Owner= (no value)
>
>     Alberto,
>
>         You're database is now out of sync. Did you remember to remove
>     the appropriate records from the PRINCIPLALS, GROUPS,
>     GROUIPMEMBERS, CACHEDGROUPMEMBERS, ACL, ATTACHMENTS, &
>     TRANSACTIONS Tables as well as the ACLEquivilence record from the
>     USERS Table? All these records are tied to the user that is an
>     owner of a ticket. Removing Users manually from the DataBase is
>     highly discouraged. Now, if you can go back and see what the ID
>     was for that particular User record, you will need to re-create
>     it. If not, then you will have to go thru several SQL steps to
>     create the User all over again and then link that User ID to all
>     the records that WERE linked to the old UserID. Let me know what
>     your situation is. I've gone thru this several times and have my
>     own set of SQL that keeps all these table records in sync.
>
>     Kenn
>     LBNL
>
>     On 6/3/2009 9:36 AM, Alberto Villanueva wrote:
>>>     Alberto,
>>>         
>>
>>     Hi,
>>
>>       
>>>         When you say you removed a user via MySQL do you mean you 
>>>     merely dropped the record from the USERS Table?
>>>         
>>
>>
>>     Yes, only I dropped it from USERS table. I had a "little" error
>>     :( :(
>>
>>     Any idea? :S
>>
>>     Thanks!
>>
>>       
>>>     Kenn
>>>     LBNL
>>>
>>>     On 6/3/2009 1:55 AM, Alberto Villanueva wrote:
>>>         
>>>>     Good morning,
>>>>
>>>>     Yesterday I removed a user (within MySQL) had several
>>>>           
>>     assigned
>>       
>>>>     tickets. Now these have Owner= (no value).
>>>>
>>>>     I have tested next:
>>>>
>>>>     1.- MySQL query, but I cannot select because Owner= (no
>>>>           
>>     value)
>>       
>>>>     2.- In RT: new Search / Batch update / (I cannot because RT
>>>>           
>>     says
>>       
>>>>     "Only you can assign tickets that they haven't Owner or it's
>>>>     Nobody")
>>>>
>>>>     Could I tell me how I assign the new owner?
>>>>
>>>>     Best regards,
>>>>
>>>>     ALBERTO VILLANUEVA DEL VAL 
>>>>     Consultant
>>>>     ____________________________________________
>>>>     Altran Technologies
>>>>     ParqueEmpresarial Las Mercedes, Edificio 1 
>>>>     Campezo Street, 1- 28022 - Madrid, Spain
>>>>     Tel: + 34 91 744 46 00 - Ext: 2205
>>>>     Fax: + 34 91 415 24 57
>>>>     www.altran.es
>>>>       
>>>>
>>>>     _______________________________________________
>>>>
>>>>           
>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>       
>>>>     Community help: http://wiki.bestpractical.com
>>>>     Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>>     Discover RT's hidden secrets with RT Essentials from 
>>>>           
>>>     O'Reilly Media. 
>>>         
>>>>     Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>       
>>>>           
>>
>>
>>       
>
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From gocyclones at eml.cc  Wed Jun  3 14:24:45 2009
From: gocyclones at eml.cc (Matt Millard)
Date: Wed, 03 Jun 2009 13:24:45 -0500
Subject: [rt-users] RT-3.8.3, RT-Authen-ExternalAuth-0.08 login issue
Message-ID: <1244053485.28527.1318626683@webmail.messagingengine.com>

I'm doing a fresh install of RT-3.8.3, RT-Authen-ExternalAuth-0.08, and
AD for authentication. All running on RHEL5 x86_64 for the OS. I had
this all working with RT-3.6.7 and RT-Authen-ExternalAuth-0.05, but had
the brilliant idea that I needed to be current since 3.8.3 was released
on the same day I got the old version working.  Oh well...  Any thoughts
on where to go with this?

Here is what I get in my error_log when I login with a verified
username/password.

[Wed Jun  3 17:46:08 2009] [error]: FAILED LOGIN for myuser from
192.168.1.100 (/opt/rt3/share/html/autohandler:268)
Trace begun at /opt/rt3/bin/../lib/RT.pm line 289
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x2aeca7462620)', 'FAILED
LOGIN for myuser from 192.168.1.100') called at
/opt/rt3/share/html/autohandler line 268
HTML::Mason::Commands::__ANON__('pass', 'mypass', 'user', 'myuser')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line
135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2aeca75a3180)',
'pass', 'mypass', 'user', 'myuser') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1273
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1268
HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'mypass',
'user', 'myuser') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 467
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 467
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 419
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2aeca74a6ff0)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2aeca74a6ff0)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 825
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2aeca42ab740)',
'Apache2::RequestRec=SCALAR(0x2aeca3f49f70)') called at
/opt/rt3/bin/webmux.pl line 163
eval {...} at /opt/rt3/bin/webmux.pl line 163
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2aeca3f49f70)') called
at -e line 0

Site Config from web interface:
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 v1.86;
 Apache::Session::Generate::MD5 v2.1;
 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;
 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 v0.06;
 Class::Inspector v1.24;
 Class::ISA v0.33;
 Class::ReturnValue v0.55;
 Clone v0.27;
 constant v1.05;
 Convert::ASN1 v0.22;
 CSS::Squish v0.07;
 Cwd v3.12;
 Data::Dumper v2.121_08;
 Date::Format v2.22;
 Date::Parse v2.27;
 DateTime v0.50;
 DateTime::Locale v0.42;
 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 v3.0007;
 DBI v1.52;
 DBIx::SearchBuilder v1.54;
 DBIx::SearchBuilder::Union v0;
 DBIx::SearchBuilder::Unique v0.01;
 Devel::StackTrace v1.20;
 Devel::StackTraceFrame v1.20;
 Digest::base v1.00;
 Digest::MD5 v2.36;
 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 v1.23;
 Exception::Class::Base v1.2;
 Exporter v5.58;
 Exporter::Heavy v5.58;
 Fcntl v1.05;
 File::Basename v2.74;
 File::Glob v1.05;
 File::Path v1.08;
 File::ShareDir v1.00;
 File::Spec v3.12;
 File::Spec::Unix v1.5;
 File::Temp v0.21;
 FileHandle v2.01;
 GD v2.35;
 GD::Image v2.27;
 HTML::Element v3.23;
 HTML::Entities v1.35;
 HTML::Formatter v2.04;
 HTML::FormatText v2.04;
 HTML::Mason v1.39;
 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 v3.55;
 HTML::Scrubber v0.08;
 HTML::Tagset v3.10;
 HTML::TreeBuilder v3.23;
 I18N::LangTags v0.35;
 I18N::LangTags::Detect v1.03;
 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 v1.19;
 Locale::Maketext v1.09;
 Locale::Maketext::Fuzzy v0.10;
 Locale::Maketext::Lexicon v0.62;
 Locale::Maketext::Lexicon::Gettext v0.15;
 Log::Dispatch v2.20;
 Log::Dispatch::Base v1.09;
 Log::Dispatch::Output v1.26;
 Log::Dispatch::Screen v1.17;
 Log::Dispatch::Syslog v1.18;
 Mail::Address v1.77;
 Mail::Field v1.77;
 Mail::Field::AddrList v1.77;
 Mail::Field::Date v1.77;
 Mail::Header v1.77;
 Mail::Internet v1.77;
 Mail::Mailer v1.77;
 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 v0.33;
 Net::LDAP::ASN v0.03;
 Net::LDAP::Constant v0.04;
 Net::LDAP::Filter v0.14;
 Net::LDAP::Message v1.08;
 Net::LDAP::Util v0.10;
 overload v1.04;
 Params::Util v0.38;
 Params::Validate v0.88;
 PerlIO v1.04;
 PerlIO::scalar v0.04;
 POSIX v1.09;
 re v0.05;
 Regexp::Common v2.120;
 Regexp::Common::delimited v2.104;
 RT v3.8.3;
 RT::Authen::ExternalAuth v0.08;
 RT::Interface::Email v2;
 RT::Interface::Web::Request v0.30;
 Scalar::Util v1.19;
 SelectSaver v1.01;
 Socket v1.78;
 Storable v2.15;
 strict v1.03;
 Symbol v1.06;
 Sys::Syslog v0.27;
 Text::Template v1.45;
 Text::Wrapper v1.01;
 Tie::Hash v1.02;
 Time::HiRes v1.9715;
 Time::JulianDay v2003.1125;
 Time::Local v1.11;
 Time::ParseDate v2003.1126;
 Time::Timezone v2003.0211;
 Time::Zone v2.22;
 UNIVERSAL v1.01;
 UNIVERSAL::require v0.11;
 URI v1.35;
 URI::Escape v3.28;
 URI::file v4.19;
 utf8 v1.06;
 vars v1.01;
 warnings v1.05;
 warnings::register v1.01;
 XSLoader v0.06;

RT Config
ARRAY(0x2b804abbe930)   My_LDAP
site config
ActiveStatus    new, open, stalled
core config
Active_MakeClicky
core config
AmbiguousDayInFuture    0
core config
AmbiguousDayInPast      0
core config
ApprovalRejectionNotes  1
core config
AutoCreateNonExternalUsers      0
site config
AutoLogoff      0
core config
CanonicalizeOnCreate    0
core config
CanonicalizeRedirectURLs        0
core config
CommentAddress
core config
CorrespondAddress
core config
CustomFieldValuesSources
core config
DashboardAddress
core config
DashboardSubject        %s Dashboard: %s
core config
DatabaseHost    localhost
core config
DatabaseName    drm_rt3
site config
DatabasePassword        Password not printed
site config
DatabasePort
core config
DatabaseRTHost  localhost
core config
DatabaseType    mysql
core config
DatabaseUser    drm_rt_user
site config
DateDayBeforeMonth      1
core config
DateTimeFormat  DefaultFormat
core config
DefaultSearchResultFormat       '<B><A
HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
'<B><A
HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>',
'<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
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
ExternalServiceUsesSSLorTLS     0
site config
ExternalSettings        My_LDAP, HASH(0x2b804db99850)
site config
ExtractSubjectTagMatch  Regexp
core config
ExtractSubjectTagNoMatch        Regexp
core config
ForwardFromUser         0
core config
FriendlyFromLineFormat  "%s via RT" <%s>
core config
FriendlyToLineFormat    "%s of helpdesk.example.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
HomeRefreshPeriod       300
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  /opt/rt3/var/log
core config
LogStackTraces  debug
site config
LogToFileNamed  rt.log
core config
LogToScreen     info
core config
LogToSyslog     info
site config
LogToSyslogConf
core config
LogoAltText     DRMHelpdesk
site config
LogoHeight      82
site config
LogoImageURL    /rt3/NoAuth/Images/logo.gif
site config
LogoLinkURL     http://helpdesk.example.com/
site config
LogoURL         logo.gif
site config
LogoWidth       161
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   8
site config
MyRequestsLength        20
site config
MyTicketsLength         20
site config
NetServerOptions
core config
NotifyActor     0
core config
OldestTransactionsFirst         1
core config
Organization    helpdesk.example.com
site config
OwnerEmail      millard.matt at example.com
site 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
TicketsRefreshPeriod    300
site config
Timezone        US/Central
site config
UseFriendlyFromLine     1
core config
UseFriendlyToLine       0
core config
UseTransactionBatch     1
core config
UsernameFormat  concise
core config
WebBaseURL      http://helpdesk.example.com:80
site config
WebDefaultStylesheet    web2
core config
WebDomain       localhost
core config
WebExternalAuto         true
site config
WebFlushDbCacheEveryRequest     1
core config
WebImagesURL    /rt3/NoAuth/images/
core config
WebNoAuthRegex  Regexp
core config
WebPath         /rt3
site config
WebPort         80
core config
WebSecureCookies        0
core config
WebURL  http://helpdesk.example.com:80/rt3/
core config
WikiImplicitLinks       0
core config
rtname  helpdesk.example.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     3.8.3
RT::VarPath     /opt/rt3/var
RT Size
Tickets         0
Queues  2
Transactions    24
Groups  18
Privileged Users        1
Unprivileged Users      2
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=x86_64-linux-thread-multi
   uname='linux hs20-bc1-5.build.redhat.com 2.6.18-128.1.1.el5 #1 smp
   mon jan 26 13:58:24 est 2009 x86_64 x86_64 x86_64 gnulinux '
   config_args='-des -Doptimize=-O2 -g -pipe -Wall
   -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector
   --param=ssp-buffer-size=4 -m64 -mtune=generic -Dversion=5.8.8
   -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc
   -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr
   -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64
   -Dprivlib=/usr/lib/perl5/5.8.8
   -Dsitelib=/usr/lib/perl5/site_perl/5.8.8
   -Dvendorlib=/usr/lib/perl5/vendor_perl/5.8.8
   -Darchlib=/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi
   -Dsitearch=/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
   -Dvendorarch=/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
   -Darchname=x86_64-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=define use64bitall=define 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 -m64 -mtune=generic',
   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=8, ptrsize=8, doublesize=8, byteorder=12345678
   d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16
   ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t',
   lseeksize=8
   alignbytes=8, prototype=define
 Linker and Libraries:
   ld='gcc', ldflags =''
   libpth=/usr/local/lib64 /lib64 /usr/lib64
   libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
   perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
   libc=, 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/lib64/perl5/5.8.8/x86_64-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 -m64 -mtune=generic'



Perl Include Paths (@INC)

/opt/rt3/bin/../local/lib
/opt/rt3/bin/../lib
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib64/perl5/site_perl/5.8.7/x86_64-linux-thread-multi
/usr/lib64/perl5/site_perl/5.8.6/x86_64-linux-thread-multi
/usr/lib64/perl5/site_perl/5.8.5/x86_64-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/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib64/perl5/vendor_perl/5.8.7/x86_64-linux-thread-multi
/usr/lib64/perl5/vendor_perl/5.8.6/x86_64-linux-thread-multi
/usr/lib64/perl5/vendor_perl/5.8.5/x86_64-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/lib64/perl5/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/5.8.8
.
/etc/httpd

Here is my
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority,  [   'My_LDAP'
                           ]
);

# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled.
#
# Once user info is found, no more services are checked.
#
# You CANNOT use a SSO cookie for authentication.
Set($ExternalInfoPriority,  [   'My_LDAP'
                           ]
);

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS,    0);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,    0);

# These are the full settings for each external service as a
HashOfHashes
# Note that you may have as many external services as you wish. They
will
# be checked in the order specified in the Priority directives above.
# e.g.
#  
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
Set($ExternalAuthPriority,['My_LDAP']);
#
Set($ExternalSettings,      {
       # AN EXAMPLE LDAP SERVICE
      'My_LDAP'       =>  {   ## GENERIC SECTION
      # The type of service (db/ldap/cookie)
      'type'                      =>  'ldap',
      # The server hosting the service
      'server'                    =>  'ldap://dcldap.example.com',
      ## SERVICE-SPECIFIC SECTION
      # If you can bind to your LDAP server anonymously you should
      # remove the user and pass config lines, otherwise specify them
      here:
      #
      # The username RT should use to connect to the LDAP server
      'user'                      => 
      'CN=MYADID,OU=Users,OU=IS,DC=example,DC=corp,DC=example,DC=com',
      # The password RT should use to connect to the LDAP server
      'pass'                    =>  'MyADpass',
      #
      # The LDAP search base
      'base'                      => 
      'DC=exampleusa,DC=corp,DC=example,DC=com',
      #
      # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
      # YOU **MUST** SPECIFY A filter AND A d_filter!!
      #
      # The filter to use to match RT-Users
      'filter'                    =>  '(objectclass=*)',
      # A catch-all example filter: '(objectClass=*)'
      #
      # The filter that will only match disabled users
      'd_filter'                  =>  '(msRTCSIP-UserEnabled=FALSE)',
      # A catch-none example d_filter: '(objectClass=FooBarBaz)'
      #
      # Should we try to use TLS to encrypt connections?
      'tls'                       =>  0,
      # SSL Version to provide to Net::SSLeay *if* using SSL
      'ssl_version'               =>  3,
      # What other args should I pass to Net::LDAP->new($host, at args)?
      'net_ldap_args'             => [    version =>  3   ],
      # Does authentication depend on group membership? What group name?
      #'group'                     =>  'GROUP_NAME',
      # What is the attribute for the group object that determines
      membership?
      #'group_attr'                =>  'GROUP_ATTR',
      ## RT ATTRIBUTE MATCHING SECTION
      # The list of RT attributes that uniquely identify a user
      # This example shows what you *can* specify.. I recommend reducing
      this
      # to just the Name and EmailAddress to save encountering problems
      later.
                 'attr_match_list'           => [      'Name',
                                                       'EmailAddress'
                                                ],
      # The mapping of RT attributes on to LDAP attributes
                 'attr_map'                  =>  {   'Name' =>
                 'sAMAccountName',
                                                     'EmailAddress' =>
                                                     'mail',
                                                     'Organization' =>
                                                     'physicalDeliveryOfficeName',
                                                     'RealName' =>
                                                     'displayName',
                                                     'ExternalAuthId' =>
                                                     'sAMAccountName',
                                                     'Gecos' =>
                                                     'sAMAccountName',
                                                     'WorkPhone' =>
                                                     'telephoneNumber',
                                                     'Address1' =>
                                                     'streetAddress',
                                                     'Address2' =>
                                                     'extensionAttribute2',
                                                     'City' => 'l',
                                                     'State' => 'st',
                                                     'Zip' =>
                                                     'postalCode'
                                                 }
                          }
                          }
);

1;


Here is my /opt/rt3/etc/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(@Plugins,(qw(Extension::QuickDelete)));
Set(@Plugins, qw(RT::Authen::ExternalAuth));
require
"/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";
Set($rtname , "helpdesk.example.com");
Set($Organization , "helpdesk.example.com");
Set($MinimumPasswordLength , "8");
Set($Timezone , 'US/Central');
Set($OwnerEmail , 'myuserid at example.com');
#Set($RTAddressRegexp , '^rt\@example.com$');
#Set($CorrespondAddress , 'rt');
#Set($CommentAddress , 'rt');
Set($WebBaseURL , "http://helpdesk.example.com:80");
Set( $WebPath , "/rt3");
Set($LogoLinkURL, 'http://helpdesk.example.com/');
Set($LogoImageURL, $WebPath . '/NoAuth/Images/logo.gif');
Set($LogoAltText, 'Helpdesk');
Set($LogoWidth, 161);
Set($LogoHeight, 82);
Set($MyTicketsLength, 20);
Set($MyRequestsLength, 20);
# $LogoURL points to the URL of the RT logo displayed in the web UI
Set($LogoURL , $WebImagesURL . "logo.gif");
Set($DatabasePassword, DRMh31p);
Set($DatabaseName, rt3);
Set($DatabaseUser, rt_user);
Set($LogToSyslog, 'info');
Set($LogStackTraces, 'debug');

# $WebExternalAuto will create users under the same name as REMOTE_USER
# upon login, if it's missing in the Users table.

Set($WebExternalAuto , "true");

#Adding the following to RT_SiteConfig.pm causes Mason compilation
#errors to not be logged to screen:

#@MasonParameters = ( error_mode => 'fatal' );


# HomeRefreshPeriod specifies the default refresh interval in seconds
# for refreshing the home page.  Actual values are defined in
# share/html/Elements/Refresh and must be one of
# "120", "300", "600", "1200", "3600" or "7200".

Set($HomeRefreshPeriod, "300");

# TicketsRefreshPeriod specifies the default refresh interval in seconds
# for refreshing the ticket search page.  It uses the same values as
# HomeRefreshPeriod.

Set($TicketsRefreshPeriod, "300");

# @AuthOrder specifies the authentication methods to use and the
# order in which to use them.  The keywords must be one or more of
# "LDAP", "SMB", "Web" and "Internal".  If any authentication method
# fails to authenticate the user, authentication will proceed to the
# next method in the list.  Any method not in the list is effectively
# disabled.  Note: WebExternalAuth does not affect this code.

@AuthOrder = ("LDAP", "Web", "Internal");

# the tree, the attributes to use and the filter to apply to the
# search.


1;

--- 
  Matt Millard
  gocyclones at eml.cc
  http://photos.millardfam.com
  http://snipurl.com/mattsshareditems



From jrhett at netconsonance.com  Wed Jun  3 14:47:37 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 3 Jun 2009 11:47:37 -0700
Subject: [rt-users] 3.8.2 message display bug reappears in 3.8.3
In-Reply-To: <8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com>
References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com>
	<8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com>
Message-ID: <C7ABD675-4214-42B4-898A-4ED682721066@netconsonance.com>

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.

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





From falcone at bestpractical.com  Wed Jun  3 15:01:13 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 15:01:13 -0400
Subject: [rt-users] 3.8.2 message display bug reappears in 3.8.3
In-Reply-To: <C7ABD675-4214-42B4-898A-4ED682721066@netconsonance.com>
References: <6DDEAE90-E52C-4EE7-BD1E-94CD52387D13@netconsonance.com>
	<8B56F0EC-050A-4796-969D-C6DD05F0A399@bestpractical.com>
	<C7ABD675-4214-42B4-898A-4ED682721066@netconsonance.com>
Message-ID: <BD3FC27F-D389-4B58-A4BB-BE8BD4B63534@bestpractical.com>

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 jmoseley at corp.xanadoo.com  Wed Jun  3 15:06:13 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Wed, 3 Jun 2009 14:06:13 -0500
Subject: [rt-users] 3.8.2 message display bug reappears in 3.8.3
In-Reply-To: <C7ABD675-4214-42B4-898A-4ED682721066@netconsonance.com>
Message-ID: <OFFDA1D983.395DA880-ON862575CA.0068FBDD-862575CA.00691C27@corp.xanadoo.com>

FWIW, I do not see this behavior using RT 3.8.3 and FireFox 3.0.10.


James Moseley




Jo Rhett <jrhett at netconsonance.com> wrote:


It only happens when you click "Show" for outbound messages - ie, to
AdminCcs or Requestors.  Normal ticket display is unaffected.





From jrhett at netconsonance.com  Wed Jun  3 15:09:34 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 3 Jun 2009 12:09:34 -0700
Subject: [rt-users] search for deleted tickets in a Dashboard?
In-Reply-To: <589c94400906030705h152359d8k84a35f44f9dd9a47@mail.gmail.com>
References: <7093BD1E-B2C9-4E79-B8A3-60AEB10E44E9@netconsonance.com>
	<589c94400906030704t5570e20me4d8ac530c6aa146@mail.gmail.com>
	<589c94400906030705h152359d8k84a35f44f9dd9a47@mail.gmail.com>
Message-ID: <1E693E3A-2A99-4CF4-8870-82FDAE2DC1F5@netconsonance.com>

Sorry to be dense, but can you translate the first sentence for me? ;-)

I realize that this parameter needs to be set, I'm just unclear as to  
how.

And would you guys accept a patch which put a checkbox for searching  
deleted messages on the Web UI?

On Jun 3, 2009, at 7:05 AM, Ruslan Zakirov wrote:
> You can use custom portlet based on a component with
> $tickets->{'allow_search_deleted'} = 1;
>
> On Wed, Jun 3, 2009 at 6:04 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com 
> > wrote:
>> There is no way to search deleted tickets in the web UI.
>>
>> On Tue, Jun 2, 2009 at 10:48 PM, Jo Rhett  
>> <jrhett at netconsonance.com> wrote:
>>> I'm trying to create a Dashboard which will mail out the tickets for
>>> review which are going to be purged from the system by rt-scrubber.
>>>
>>> In testing I have found something weird.  Giving rt-scrubber a query
>>> like this works fine.
>>>
>>>  rt-shredder --plugin "Tickets=query, Status = 'deleted' AND
>>> LastUpdated < '90 days ago';limit,100" --sqldump /u/rtweb/shredder-
>>> restore.sql
>>>
>>> However the same query in the ticket system returns no results.  Is
>>> there something about doing ticket queries where Deleted is not a
>>> valid status?  How do we solve this problem?
>>>
>>> --
>>> 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.
>>
>
>
>
> -- 
> Best regards, Ruslan.

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





From jrhett at netconsonance.com  Wed Jun  3 15:12:50 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 3 Jun 2009 12:12:50 -0700
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
	<13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>
	<12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
Message-ID: <9433485A-B51B-43CA-9B33-FFC96FA1A552@netconsonance.com>

On Jun 3, 2009, at 5:30 AM, Kevin Falcone wrote:
>> Is a database upgrade needed? When we went from 3.8.2 to .3 it failed
>> saying that group something id already exists.
>
> Yes, there is a database upgrade involved.


Really?  Documentation didn't mention that.

> UPGRADING FROM 3.8.2 and earlier - Changes:
>
> New scrip condition 'On Reject'.

That's the only mention, and this seems like more of a feature than a  
todo for the UPGRADING document.

UPGRADING.mysql only mentions mysql 4.0 -> 4.1 and versions prior to  
3.8.0.

If upgrades from 3.8.2 to 3.8.3 are supposed to do something, it is  
entirely undocumented.

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





From jrhett at netconsonance.com  Wed Jun  3 15:17:37 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 3 Jun 2009 12:17:37 -0700
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <9433485A-B51B-43CA-9B33-FFC96FA1A552@netconsonance.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
	<13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>
	<12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
	<9433485A-B51B-43CA-9B33-FFC96FA1A552@netconsonance.com>
Message-ID: <A44FB960-3E29-48F6-AC88-773697348D70@netconsonance.com>

On Jun 3, 2009, at 5:30 AM, Kevin Falcone wrote:
> Yes, there is a database upgrade involved.

$ rt-setup-database --action upgrade --datadir etc/upgrade/3.8.3
(snip)
Enter RT version you're upgrading from: 3.8.2
No DB changes between 3.8.2 and 3.8.3
Done.

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





From falcone at bestpractical.com  Wed Jun  3 15:28:50 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 3 Jun 2009 15:28:50 -0400
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <A44FB960-3E29-48F6-AC88-773697348D70@netconsonance.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
	<13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>
	<12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
	<9433485A-B51B-43CA-9B33-FFC96FA1A552@netconsonance.com>
	<A44FB960-3E29-48F6-AC88-773697348D70@netconsonance.com>
Message-ID: <5670CC1A-2F97-41BE-A6B5-8A067BC99824@bestpractical.com>


On Jun 3, 2009, at 3:17 PM, Jo Rhett wrote:

> On Jun 3, 2009, at 5:30 AM, Kevin Falcone wrote:
>> Yes, there is a database upgrade involved.
>
> $ rt-setup-database --action upgrade --datadir etc/upgrade/3.8.3
> (snip)
> Enter RT version you're upgrading from: 3.8.2
> No DB changes between 3.8.2 and 3.8.3
> Done.

/tmp/rt-3.8.3$ /opt/rt3/sbin/rt-setup-database --action upgrade
Enter RT version you're upgrading from: 3.8.2

Going to apply following upgrades:
* 3.8.3

Enter RT version if you want to stop upgrade at some point,
   or leave it blank if you want apply above upgrades:

I don't think you're doing this from a tarball,
you're trying to do it from the installed directory.

It gives you an even more specific command to run
at the end of the output from make upgrade

-kevin


From Dominic.Lepiane at ptgrey.com  Wed Jun  3 15:40:27 2009
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Wed, 03 Jun 2009 12:40:27 -0700
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
In-Reply-To: <c8c01a250906021647r3d963603n2b5699bc4cd15283@mail.gmail.com>
References: <4A2591B1.4030606@ptgrey.com>
	<589c94400906021434y12be4e91ua2ddaa7ca33f8d9a@mail.gmail.com>
	<4A25B25C.1050908@ptgrey.com>
	<c8c01a250906021647r3d963603n2b5699bc4cd15283@mail.gmail.com>
Message-ID: <4A26D1AB.4090001@ptgrey.com>

Thanks, it looks like this might work.  We basically have a script which
selects the data out of the 3.6 db and then update the corresponding row
in the 3.8 db and so far I'm getting better results.

Thanks,
- Dominic


Aaron Guise wrote:
> Hi,
>
> I too had a similar problem. I inherited our RT System from an earlier
> administrator whom didn't complete some step correctly earlier in the
> life of the system.  We were going from 3.6.5 to 3.8.0 and all worked
> fine.  Since then to enable some plugins I attempted to update to 3.8.2. 
>
> I did use --default-character-set=binary on mysqldump and completed
> all of the upgrade steps as per UPGRADING.mysql but upon browsing the
> newly updated RT System to my surprise all the binary attachments had
> been corrupted as you are mentioning.
>
> To get around this I created a couple of perl scripts.
> 1.  Pulls all attachments out of the functioning database
> (Pre-Upgrade) and dumps them to the filesystem
> 2.  Inserts all attachments back into the newly updated schema.
>
> This approach worked for me, I was then able to use 3.8.2 without any
> trouble at all.
>
>     *Regards,*
>
>     *Aaron Guise
>     *
>
>
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From ruslan.zakirov at gmail.com  Wed Jun  3 16:26:39 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 4 Jun 2009 00:26:39 +0400
Subject: [rt-users] search for deleted tickets in a Dashboard?
In-Reply-To: <1E693E3A-2A99-4CF4-8870-82FDAE2DC1F5@netconsonance.com>
References: <7093BD1E-B2C9-4E79-B8A3-60AEB10E44E9@netconsonance.com>
	<589c94400906030704t5570e20me4d8ac530c6aa146@mail.gmail.com>
	<589c94400906030705h152359d8k84a35f44f9dd9a47@mail.gmail.com>
	<1E693E3A-2A99-4CF4-8870-82FDAE2DC1F5@netconsonance.com>
Message-ID: <589c94400906031326w43da940fqa429f2e64cd2544a@mail.gmail.com>

On Wed, Jun 3, 2009 at 11:09 PM, Jo Rhett <jrhett at netconsonance.com> wrote:
> Sorry to be dense, but can you translate the first sentence for me? ;-)
>
> I realize that this parameter needs to be set, I'm just unclear as to how.

Create share/html/Elements/DeleteTickets that does the search and
displays it, register it in HomepageComponents option.

> And would you guys accept a patch which put a checkbox for searching deleted
> messages on the Web UI?

It's up to Jesse Vincent.

>
> On Jun 3, 2009, at 7:05 AM, Ruslan Zakirov wrote:
>>
>> You can use custom portlet based on a component with
>> $tickets->{'allow_search_deleted'} = 1;
>>
>> On Wed, Jun 3, 2009 at 6:04 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>
>> wrote:
>>>
>>> There is no way to search deleted tickets in the web UI.
>>>
>>> On Tue, Jun 2, 2009 at 10:48 PM, Jo Rhett <jrhett at netconsonance.com>
>>> wrote:
>>>>
>>>> I'm trying to create a Dashboard which will mail out the tickets for
>>>> review which are going to be purged from the system by rt-scrubber.
>>>>
>>>> In testing I have found something weird. ?Giving rt-scrubber a query
>>>> like this works fine.
>>>>
>>>> ?rt-shredder --plugin "Tickets=query, Status = 'deleted' AND
>>>> LastUpdated < '90 days ago';limit,100" --sqldump /u/rtweb/shredder-
>>>> restore.sql
>>>>
>>>> However the same query in the ticket system returns no results. ?Is
>>>> there something about doing ticket queries where Deleted is not a
>>>> valid status? ?How do we solve this problem?
>>>>
>>>> --
>>>> 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.
>>>
>>
>>
>>
>> --
>> 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  Wed Jun  3 16:31:47 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 4 Jun 2009 00:31:47 +0400
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <A44FB960-3E29-48F6-AC88-773697348D70@netconsonance.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
	<13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>
	<12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
	<9433485A-B51B-43CA-9B33-FFC96FA1A552@netconsonance.com>
	<A44FB960-3E29-48F6-AC88-773697348D70@netconsonance.com>
Message-ID: <589c94400906031331h39fe2808lb6a67b6d7f1eedb7@mail.gmail.com>

Except that your command is just wrong:

$ rt-setup-database --action upgrade --datadir etc/upgrade
...
Enter RT version you're upgrading from: 3.8.2
Going to apply following upgrades:
* 3.8.3
Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades:




On Wed, Jun 3, 2009 at 11:17 PM, Jo Rhett <jrhett at netconsonance.com> wrote:
> On Jun 3, 2009, at 5:30 AM, Kevin Falcone wrote:
>> Yes, there is a database upgrade involved.
>
> $ rt-setup-database --action upgrade --datadir etc/upgrade/3.8.3
> (snip)
> Enter RT version you're upgrading from: 3.8.2
> No DB changes between 3.8.2 and 3.8.3
> Done.
>
> --
> 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 smcclure at rice.edu  Wed Jun  3 17:29:53 2009
From: smcclure at rice.edu (Susan McClure)
Date: Wed, 03 Jun 2009 16:29:53 -0500
Subject: [rt-users] RT ExternalAuth  LDAP and Adding Local users in 3.8.2
Message-ID: <4A26EB51.1080903@rice.edu>

I have been reading the postings about RT-Authen-ExternalAuth
but am confused on what appears to be some conflicting setup
information.

I am using:
  RT 3.8.2
  RT-Authen-ExternalAuth 0.08

I would like to use LDAP for authentication and information first,
and that part seems to work OK.
But  I also would like to:
  - add LOCAL users to RT internal DB (i.e; test and test-admin type
accounts)
  - NOT autocreate a new RT account, if we receive an email from
a user that is unknown in local RT or LDAP.
  - NOT make multiple accounts for a user's multiple email aliases.
(Our ldap contains several email addresses for each user (uid) )


When I try to add a local account through the Web(using Root,
Configuration->Users->Create). I receive the error "Name in Use"
The username I am trying to create is NOT in existence, but the email
for that new account IS.

My  error_log shows:
==================================
> [Tue Jun  2 17:45:21 2009] [debug]: User Check Failed :: ( My_LDAP ) root User not found (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318)
> [Tue Jun  2 17:45:21 2009] [debug]: Autohandler called ExternalAuth. Response: (0, No User)
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
> [Tue Jun  2 17:45:21 2009] [info]: Successful login for root from 168.7.56.227 (/usr/site/rt-3.8/PROD/share/html/autohandler:276)
> [Tue Jun  2 17:46:40 2009] [debug]: /ServiceUpdate/Elements/Header calls old style callback, use $m->callback (/usr/site/rt-3.8/PROD/share/html/Elements/Callback:51)
> [Tue Jun  2 17:46:40 2009] [crit]: HasRight called with no valid object (/usr/site/rt-3.8/PROD/bin/../lib/RT/Principal_Overlay.pm:322)
> [Tue Jun  2 17:51:36 2009] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: , City: , Comments: Admin Authority Level Account for RT, ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: smcclure at rice.edu, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , Name: smcclure-admin, NickName: Smcclure-Admin,
> Organization: , PagerPhone: , Privileged: 1, RealName: Susan McClure, Signature: , State: ,
> WebEncoding: , WorkPhone: , Zip:  (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this canonicalization key: Name (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base: ou=People,dc=rice,dc=edu == Filter: (&(objectclass=*)(uid=smcclure-admin)) == Attrs: Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this canonicalization key: EmailAddress (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base: ou=People,dc=rice,dc=edu == Filter: (&(objectclass=*)(mail=smcclure at rice.edu)) == Attrs: Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jun  2 17:51:36 2009] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning
> Address1: 6100 Main Street, Address2: , AuthSystem: , City: , Comments: Admin Authority Level Account for RT, ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: smcclure at rice.edu, EmailEncoding: , ExternalAuthId: smcclure, ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , Name: smcclure, NickName: Smcclure-Admin,
> Organization: 222 Mudd Building, PagerPhone: , Privileged: 1, RealName: McClure, Susan, Signature: , State: , WebEncoding: , WorkPhone: 713-348-4852, Zip: 77005 (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
==============

My Current RT_SiteConfig.pm for LDAP and External Auth has
====================================
Set(@Plugins,qw(RT::FM RT::IR RT::Authen::ExternalAuth .......

and for LDAP
#  special options for various plugins
#  Authen::ExternalAuth
Set($ExternalAuthPriority, ['My_LDAP'] );
Set($ExternalInfoPriority,  ['My_LDAP'] );
Set($ExternalServiceUsesSSLorTLS,    1);
Set($ExternalSettings,      {
                                      'My_LDAP'     =>  {   ## GENERIC
SECTION
                                               'type'
   =>  'ldap',
                                               'server'
   =>  'ldap.rice.edu',
                                               'user'
   =>  'cn=requesttracker,ou=Service Accounts,dc=rice,dc=edu',
     ..... etc etc .........
.................
And the LDAP Attributes mappings:
> ## RT ATTRIBUTE MATCHING SECTION
>                                                # The list of RT attributes that uniquely identify a user
>                                                # This example shows what you *can* specify.. I recommend reducing this
>                                                # to just the Name and EmailAddress to save encountering problems later.
>                                                'attr_match_list'           => [    'Name',
>                                                                                    'EmailAddress',
>                                                                                    'RealName',
>                                                        			           'WorkPhone',
> 										   'Address2'
>                                                                                ],
>                                                # The mapping of RT attributes on to LDAP attributes
>                                                 'attr_map'              =>  {   'Name' => 'uid',
>                                                                                 'EmailAddress' => 'mail',
>                                                                                 'Organization' => 'physicalDeliveryOfficeName',
>                                                                                 'RealName' => 'cn',
>                                                                                 'ExternalAuthId' => 'uid',
>                                                                                 'Gecos' => 'gecos',
>                                                                                 'WorkPhone' => 'telephoneNumber',
>                                                                                 'Address1' => 'postalAddress',
>                                                                                 'City' => 'Houston',
>                                                                                 'State' => 'TX',
>                                                                                 'Zip' => 'postalCode'
>                                                                             }
>                                                              }
> 	                         }
> 
> );
===================

Looking at all the postings, I am afraid that if I add:

==> Set($AutoCreateNonExternalUsers,    1);

That I will automatically MAKE a new account for users that send email
or authenticate in some way other than being in our LDAP.

Can someone clarify the different options to help me get the
setup I want please?

Thanks

Susie McClure

smcclure at rice.edu

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From jrhett at netconsonance.com  Wed Jun  3 17:58:30 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Wed, 3 Jun 2009 14:58:30 -0700
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <5670CC1A-2F97-41BE-A6B5-8A067BC99824@bestpractical.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
	<13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>
	<12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
	<9433485A-B51B-43CA-9B33-FFC96FA1A552@netconsonance.com>
	<A44FB960-3E29-48F6-AC88-773697348D70@netconsonance.com>
	<5670CC1A-2F97-41BE-A6B5-8A067BC99824@bestpractical.com>
Message-ID: <997D20A6-E462-4B26-8471-1C4F7541CB7F@netconsonance.com>

On Jun 3, 2009, at 12:28 PM, Kevin Falcone wrote:
> I don't think you're doing this from a tarball,
> you're trying to do it from the installed directory.

Nope, from the extracted tarball in ports directory.

> It gives you an even more specific command to run
> at the end of the output from make upgrade

FreeBSD port doesn't use "make install" or "make upgrade" -- unless  
perhaps we're supposed to run "make upgrade" from the extraction  
directory afterwards.  The port doesn't indicate this.

I'm very tempted to stop using the FreeBSD port and just run RT from a  
single install directory, but I'm also aware that this will make the  
installation even more tied-to-Jos-brain and less easy for others to  
maintain, so...

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





From cbrockett at barracuda.com  Wed Jun  3 18:06:14 2009
From: cbrockett at barracuda.com (Cassandra L. Brockett)
Date: Wed, 3 Jun 2009 15:06:14 -0700
Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2
In-Reply-To: <4A26EB51.1080903@rice.edu>
References: <4A26EB51.1080903@rice.edu>
Message-ID: <3BBAC6B669B5FB4E9CB7E7C3BEF58A6D13221E3E@bn-scl-be02.Cudanet.local>

((Apologies for top-posting, but it's just easier at the moment for me to use outlook to send email))

I can answer a few of your questsions:-
1) Users with multiple email addresses on our system become one single user, the LDAP query finds the one user responsible for the email address, and just link the submitted ticket to the correct ID.

2) You cannot have multiple RT accounts with the same email address in the system, we had a lot of cleanup when we migrated to 3.8.2 from a badly botched install of 3.6, and this was our biggest hassle.

3) I have AutoCreateNonExternalUsers on, but that's mostly because of the nature of the business my company is in :)  However, the system seems to work fine with that disabled, and it doesn't autocreate any non-LDAP accounts unless you do so yourself.

On another level, I know you'll hear this from a lot of angles, but it always deserves to be said... You should try this sort of thing out on a test system before setting it up in production...  Especially when dealing with things like authentication, you really want to make sure youself that it does what you want it to do...

--
Cass


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure
Sent: Wednesday, June 03, 2009 2:30 PM
To: rt-users at lists.bestpractical.com
Cc: Susan McClure
Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2

I have been reading the postings about RT-Authen-ExternalAuth but am confused on what appears to be some conflicting setup information.

I am using:
  RT 3.8.2
  RT-Authen-ExternalAuth 0.08

I would like to use LDAP for authentication and information first, and that part seems to work OK.
But  I also would like to:
  - add LOCAL users to RT internal DB (i.e; test and test-admin type
accounts)
  - NOT autocreate a new RT account, if we receive an email from a user that is unknown in local RT or LDAP.
  - NOT make multiple accounts for a user's multiple email aliases.
(Our ldap contains several email addresses for each user (uid) )


When I try to add a local account through the Web(using Root,
Configuration->Users->Create). I receive the error "Name in Use"
The username I am trying to create is NOT in existence, but the email for that new account IS.

My  error_log shows:
==================================
> [Tue Jun  2 17:45:21 2009] [debug]: User Check Failed :: ( My_LDAP ) 
> root User not found 
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth/LDAP.pm:318)
> [Tue Jun  2 17:45:21 2009] [debug]: Autohandler called ExternalAuth. 
> Response: (0, No User)
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> html/Callbacks/ExternalAuth/autohandler/Auth:26)
> [Tue Jun  2 17:45:21 2009] [info]: Successful login for root from 
> 168.7.56.227 (/usr/site/rt-3.8/PROD/share/html/autohandler:276)
> [Tue Jun  2 17:46:40 2009] [debug]: /ServiceUpdate/Elements/Header 
> calls old style callback, use $m->callback 
> (/usr/site/rt-3.8/PROD/share/html/Elements/Callback:51)
> [Tue Jun  2 17:46:40 2009] [crit]: HasRight called with no valid 
> object (/usr/site/rt-3.8/PROD/bin/../lib/RT/Principal_Overlay.pm:322)
> [Tue Jun  2 17:51:36 2009] [debug]: 
> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User 
> /opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/l
> ib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: , 
> City: , Comments: Admin Authority Level Account for RT, 
> ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: 
> smcclure at rice.edu, EmailEncoding: , ExternalAuthId: , 
> ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , 
> Lang: en, MobilePhone: , Name: smcclure-admin, NickName: 
> Smcclure-Admin,
> Organization: , PagerPhone: , Privileged: 1, RealName: Susan McClure, 
> Signature: , State: ,
> WebEncoding: , WorkPhone: , Zip:  
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:450)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to get user info using 
> this external service: My_LDAP 
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:458)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this 
> canonicalization key: Name 
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base: 
> ou=People,dc=rice,dc=edu == Filter: 
> (&(objectclass=*)(uid=smcclure-admin)) == Attrs: 
> Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,
> physicalDeliveryOfficeName,uid 
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this 
> canonicalization key: EmailAddress 
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base: 
> ou=People,dc=rice,dc=edu == Filter: 
> (&(objectclass=*)(mail=smcclure at rice.edu)) == Attrs: 
> Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,
> physicalDeliveryOfficeName,uid 
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jun  2 17:51:36 2009] [info]: 
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning
> Address1: 6100 Main Street, Address2: , AuthSystem: , City: , 
> Comments: Admin Authority Level Account for RT, ContactInfoSystem: , 
> Country: , Disabled: 0, EmailAddress: smcclure at rice.edu, 
> EmailEncoding: , ExternalAuthId: smcclure, ExternalContactInfoId: , 
> FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , 
> Name: smcclure, NickName: Smcclure-Admin,
> Organization: 222 Mudd Building, PagerPhone: , Privileged: 1, 
> RealName: McClure, Susan, Signature: , State: , WebEncoding: , 
> WorkPhone: 713-348-4852, Zip: 77005 
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:536)
==============

My Current RT_SiteConfig.pm for LDAP and External Auth has ====================================
Set(@Plugins,qw(RT::FM RT::IR RT::Authen::ExternalAuth .......

and for LDAP
#  special options for various plugins
#  Authen::ExternalAuth
Set($ExternalAuthPriority, ['My_LDAP'] ); Set($ExternalInfoPriority,  ['My_LDAP'] );
Set($ExternalServiceUsesSSLorTLS,    1);
Set($ExternalSettings,      {
                                      'My_LDAP'     =>  {   ## GENERIC
SECTION
                                               'type'
   =>  'ldap',
                                               'server'
   =>  'ldap.rice.edu',
                                               'user'
   =>  'cn=requesttracker,ou=Service Accounts,dc=rice,dc=edu',
     ..... etc etc .........
.................
And the LDAP Attributes mappings:
> ## RT ATTRIBUTE MATCHING SECTION
>                                                # The list of RT attributes that uniquely identify a user
>                                                # This example shows what you *can* specify.. I recommend reducing this
>                                                # to just the Name and EmailAddress to save encountering problems later.
>                                                'attr_match_list'           => [    'Name',
>                                                                                    'EmailAddress',
>                                                                                    'RealName',
>                                                        			           'WorkPhone',
> 										   'Address2'
>                                                                                ],
>                                                # The mapping of RT attributes on to LDAP attributes
>                                                 'attr_map'              =>  {   'Name' => 'uid',
>                                                                                 'EmailAddress' => 'mail',
>                                                                                 'Organization' => 'physicalDeliveryOfficeName',
>                                                                                 'RealName' => 'cn',
>                                                                                 'ExternalAuthId' => 'uid',
>                                                                                 'Gecos' => 'gecos',
>                                                                                 'WorkPhone' => 'telephoneNumber',
>                                                                                 'Address1' => 'postalAddress',
>                                                                                 'City' => 'Houston',
>                                                                                 'State' => 'TX',
>                                                                                 'Zip' => 'postalCode'
>                                                                             }
>                                                              }
> 	                         }
> 
> );
===================

Looking at all the postings, I am afraid that if I add:

==> Set($AutoCreateNonExternalUsers,    1);

That I will automatically MAKE a new account for users that send email or authenticate in some way other than being in our LDAP.

Can someone clarify the different options to help me get the setup I want please?

Thanks

Susie McClure

smcclure at rice.edu


----------------------------------
Check out the Barracuda Spam & Virus Firewall - offering the fastest
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From jmoseley at corp.xanadoo.com  Wed Jun  3 18:51:21 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Wed, 3 Jun 2009 17:51:21 -0500
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <997D20A6-E462-4B26-8471-1C4F7541CB7F@netconsonance.com>
Message-ID: <OF996EC5C5.5743F366-ON862575CA.007C6814-862575CA.007DB8E6@corp.xanadoo.com>

Everyone has their own way of doing things, but I find upgrading RT is
easiest by essentially installing RT from scratch upon each upgrade and
then soft-linking to the new directory.  In this way, upgrades are
straightforward and not hard to follow.  For example:

download new RT source
untar/unzip RT source
rename RT source to rt-3.8.3.src   (in this example RT 3.8.3)
cd rt-3.8.3.src
./configure --prefix=/opt/rt3.8.3 --with-web-user=apache
--with-web-group=apache --with-mysql --with-web-handler=fastcgi     (or
mod_perl, etc)
make testdeps
upgrade/install any required perl modules via 'make fixdeps' or cpan
make install
copy RT_SiteConfig.pm from current RT installation (let's assume /opt/rt3
and that /opt/rt3 is a soft link to, for example, /opt/rt3.8.2) to
/opt/rt3.8.3/etc/ *and* /opt/rt-3.8.3.src/etc
Copy any local customizations from /opt/rt3/local into /opt/rt-3.8.3/local
>From within source directory:
sbin/rt-setup-database --action upgrade --datadir etc/upgrade
(The above step upgrades the database)
cd /opt
rm /rt3
ln -s /opt/rt-3.8.3/ rt3  (relinking /opt/rt3 to new source)
restart httpd

In this way, if the new version of RT breaks or doesn't seem to work right,
I can just relink /opt/rt3 to the old installation.  Of course, if the
database upgrade doesn't go right and is the cause of breakage, you'll need
to restore the database from a backup.  A backup you hopefully just
performed prior to beginning the upgrade process.  ;-)  If it's a major
schema upgrade, then I suggest testing things out by running the new RT
installation from a test server against a static/test copy of your RT
database.



James Moseley





Jo Rhett <jrhett at netconsonance.com>  wrote:

FreeBSD port doesn't use "make install" or "make upgrade" -- unless
perhaps we're supposed to run "make upgrade" from the extraction
directory afterwards.  The port doesn't indicate this.

I'm very tempted to stop using the FreeBSD port and just run RT from a
single install directory, but I'm also aware that this will make the
installation even more tied-to-Jos-brain and less easy for others to
maintain, so...






From paul at beingeaten.com  Wed Jun  3 22:13:54 2009
From: paul at beingeaten.com (Paul C.)
Date: Wed, 03 Jun 2009 19:13:54 -0700
Subject: [rt-users] rt 3.8.2 ticket cloning starts/due dates 1970?
Message-ID: <h07al2$29i$1@ger.gmane.org>

Ahoy,

Running RT 3.8.2 when I clone a ticket via one of the
(parent|child|etc.) "Create" links it's filling in "1970-01-01 00:00:00"
for both the Starts and Due dates when those values are Not set in the
originating ticket. In the database it's being stored as "1970-01-01
08:00:00" (have a -8:00 timezone offset) so the new tickets are showing
up as starting and due in 1970.

Is there a quick patch for this floating around or is this something
fixed in 3.8.3 (or is this just me)?

Cheers,
Paul



From odhiambo at gmail.com  Thu Jun  4 02:00:40 2009
From: odhiambo at gmail.com (=?UTF-8?B?T2RoaWFtYm8gIOODr+OCt+ODs+ODiOODsw==?=)
Date: Thu, 4 Jun 2009 09:00:40 +0300
Subject: [rt-users] RT 3.8.2 -> 3.8.3 Update/Changes
In-Reply-To: <997D20A6-E462-4B26-8471-1C4F7541CB7F@netconsonance.com>
References: <alpine.BSO.2.00.0906011037430.20905@eacs-pth.engr.ucdavis.edu>
	<20090601175338.GV10271@bestpractical.com>
	<13ca621c0906030343x178e8696h74c6b0fa9d26710a@mail.gmail.com>
	<12AABA87-8719-45B1-AB36-E63A05477757@bestpractical.com>
	<9433485A-B51B-43CA-9B33-FFC96FA1A552@netconsonance.com>
	<A44FB960-3E29-48F6-AC88-773697348D70@netconsonance.com>
	<5670CC1A-2F97-41BE-A6B5-8A067BC99824@bestpractical.com>
	<997D20A6-E462-4B26-8471-1C4F7541CB7F@netconsonance.com>
Message-ID: <991123400906032300i7bfc1138q1e97f820b5f2a50c@mail.gmail.com>

On Thu, Jun 4, 2009 at 12:58 AM, Jo Rhett <jrhett at netconsonance.com> wrote:

> On Jun 3, 2009, at 12:28 PM, Kevin Falcone wrote:
> > I don't think you're doing this from a tarball,
> > you're trying to do it from the installed directory.
>
> Nope, from the extracted tarball in ports directory.
>
> > It gives you an even more specific command to run
> > at the end of the output from make upgrade
>
> FreeBSD port doesn't use "make install" or "make upgrade" -- unless
> perhaps we're supposed to run "make upgrade" from the extraction
> directory afterwards.  The port doesn't indicate this.
>
> I'm very tempted to stop using the FreeBSD port and just run RT from a
> single install directory, but I'm also aware that this will make the
> installation even more tied-to-Jos-brain and less easy for others to
> maintain, so...


I have always run my RT from the tarball on FreeBSD and it installs
everything in /opt/.
Upgrading that should not cause any hell if you follow the rules. The only
deviation is the upgrade of the perl modules, which "make fixdeps" does for
you. If other people are to maintain the system, then write them a howto for
maintaining RT, but AFAICS, it's already there for you in UPGRADING. Just
point them to it.


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Clothes make the man.  Naked people have little or no influence on
society."
              -- Mark Twain
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From mb at sla.de  Thu Jun  4 02:22:33 2009
From: mb at sla.de (Martin B.)
Date: Wed, 3 Jun 2009 23:22:33 -0700 (PDT)
Subject: [rt-users]  Problem with CustomCondition
Message-ID: <23827737.post@talk.nabble.com>


Hey, 

i want to write a CustomCondition who activate a action if the queue is
changed from x to y 

this is my code: 

return 0 unless $self->TransactionObj->Type eq "Set"; 
return 0 unless $self->TransactionObj->Field eq "Queue"; 
return 0 unless $self->TransactionObj->NewValue == "y"; 
return 0 unless $self->TransactionObj->OldValue == "x"; 
return 1; 

It does not work :-( 

But when i delete the line 
return 0 unless $self->TransactionObj->OldValue == "x"; 
it is all OK - but now start the action, even if the old value is not "x" 

Martin

-- 
View this message in context: http://www.nabble.com/Problem-with-CustomCondition-tp23827737p23827737.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From odhiambo at gmail.com  Thu Jun  4 02:42:52 2009
From: odhiambo at gmail.com (=?UTF-8?B?T2RoaWFtYm8gIOODr+OCt+ODs+ODiOODsw==?=)
Date: Thu, 4 Jun 2009 09:42:52 +0300
Subject: [rt-users] DashBoaard
Message-ID: <991123400906032342g33af32ceo43cf931d3edd502a@mail.gmail.com>

Hello list,

I am seeing so much mention of the word "DashBoard" in relation to RT.
Having been off active running of RT, I am inclined to ask what it is and
how I can use it.

-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Clothes make the man.  Naked people have little or no influence on
society."
              -- Mark Twain
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From bashir.jahed at nha.co.za  Thu Jun  4 03:01:30 2009
From: bashir.jahed at nha.co.za (Bashir Jahed)
Date: Thu, 4 Jun 2009 09:01:30 +0200
Subject: [rt-users] admin cc not receiving mail
In-Reply-To: <589c94400906030711h24ac6bb1xe570af3787155fd9@mail.gmail.com>
References: <03D0CD3BAC1F2949B639858D2686296E0261B283@musca.ctn.nha.co.za>
	<589c94400906030711h24ac6bb1xe570af3787155fd9@mail.gmail.com>
Message-ID: <03D0CD3BAC1F2949B639858D2686296E026696BC@musca.ctn.nha.co.za>

Thanks Ruslan,

Put it in place now, will monitor today to see if it is working.

Help is appreciated.

Go Well

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: 03 June 2009 04:12 PM
To: Bashir Jahed
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] admin cc not receiving mail

you need scrip for that:

On any transaction notify admin ccs with template transaction.

On Wed, Jun 3, 2009 at 2:48 PM, Bashir Jahed <bashir.jahed at nha.co.za> wrote:
> Hi,
>
>
>
> Been googling for 2 weeks with no success.
>
>
>
> I have an issue with admin cc. I am listed as admin cc of a queue. If
> someone adds a comment to a ticket i receive the correspondence, however if
> someone emails a comment the correspondence is not sent out to admin cc?s
>
>
>
> Is this the standard way it should work? I would like all transacations on a
> particular queue to be sent to the admin cc?s. Is this possible?
>
>
>
> Bashir
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Thu Jun  4 04:27:51 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 04 Jun 2009 09:27:51 +0100
Subject: [rt-users] RT-3.8.3, RT-Authen-ExternalAuth-0.08 login issue
In-Reply-To: <1244053485.28527.1318626683@webmail.messagingengine.com>
References: <1244053485.28527.1318626683@webmail.messagingengine.com>
Message-ID: <4A278587.9090004@jennic.com>

Wed 03 Jun 2009 19:24:45 GMT
Matt Millard wrote:

I'm gonna keep this brief:

1. Remove ldap:// from the server URI, I don't know off the top of my
head if it would work or not, but it certainly works without it.

2. As per the README, the ExternalAuth settings need to be pasted into
your normal RT_SiteConfig.pm. If you leave them in the example file in
the plugins directory, they will not be read.

3. You have a dead line in your config:
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
Set($ExternalAuthPriority,['My_LDAP']);

Kill the first one.

4. The stack trace for the Failed Login message is of no use. You need
to enable debug logging, and log to file. This will give you very
verbose output as to precisely what is happening with the LDAP side of
things.

Have fun.

-- 
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 G.Booth at lboro.ac.uk  Thu Jun  4 04:29:13 2009
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Thu, 04 Jun 2009 09:29:13 +0100
Subject: [rt-users] comments i self service
Message-ID: <ximss-5390230@twum.lboro.ac.uk>

Hi
Does anybody know if its possible to hide ticket comments in the self 
service interface?

regards
garry

--

Dr Garry Booth
IT Services
Loughborough University


From elacour at easter-eggs.com  Thu Jun  4 05:06:15 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 4 Jun 2009 11:06:15 +0200
Subject: [rt-users] comments i self service
In-Reply-To: <ximss-5390230@twum.lboro.ac.uk>
References: <ximss-5390230@twum.lboro.ac.uk>
Message-ID: <20090604090615.GD4697@easter-eggs.com>

On Thu, Jun 04, 2009 at 09:29:13AM +0100, G.Booth wrote:
> Hi
> Does anybody know if its possible to hide ticket comments in the self 
> service interface?
> 

standard usage, is to not set ShowTicketComments right to people using
self service (unprivileged).



From cgarcia at ific.uv.es  Thu Jun  4 05:54:02 2009
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Thu, 04 Jun 2009 11:54:02 +0200
Subject: [rt-users] Rights issue on Configuration -> Global -> RT at a
	glance on RT 3.8.2
Message-ID: <4A2799BA.7070609@ific.uv.es>

Sorry for posting this twice, but I'm trying to make it shorter.

Please, can anyone confirm me that a user who only has the global right 
"ShowConfigTab" is able to modify the global RT at a glance?

I'm using RT 3.8.2 and I would like to know if either I'm doing 
something wrong or this is the expected behaviour. If this were the 
second case, should this be considered a bug?

For a longer explanation, attached you can find my previous message.

Thanking you in advance,
Carlos
-- 
  _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Inform?ticos
|  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| Espa?a / Spain                              Fax: +34 963543488
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From bashir.jahed at nha.co.za  Thu Jun  4 06:26:33 2009
From: bashir.jahed at nha.co.za (Bashir Jahed)
Date: Thu, 4 Jun 2009 12:26:33 +0200
Subject: [rt-users] Enable sending html emails
Message-ID: <03D0CD3BAC1F2949B639858D2686296E0266985A@musca.ctn.nha.co.za>

Hi Guys,

 

How do i enable sending html documents from RT as correspondence?

 

Currently RT tells me the following if i do so:

 

"message body not shown because it is too large or is not plain text"

 

Thanks

Bashir

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From guadagnino.cristiano at creval.it  Thu Jun  4 08:44:52 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Thu, 4 Jun 2009 14:44:52 +0200
Subject: [rt-users] a couple bugs in RT 3.8.3
Message-ID: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>

Just a few things I've found out so far:

-  the new "homepage refresh interval" option in "preferences" doesn't work
- when I'm root and I click on "configuration"->"users"->"whichever_user_name"->"History", I have this error message:

Can't locate object method "Name" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt3/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT-Extension-ForkTicket/Ticket/Elements/ShowTransaction/ModifyCommand line 7.

it seems the culprit is the "ForkTicket" extension... maybe it is broken by the recent upgrade?

Thank you
Bye
Cris
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From ranatanveer at gmail.com  Thu Jun  4 09:08:13 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Thu, 4 Jun 2009 19:08:13 +0600
Subject: [rt-users] RT 3.8.2 and could not load a valid user problem.
Message-ID: <2282948c0906040608k6f38671aqdd90c9e4db5d95de@mail.gmail.com>

Hi Community and RT Admins

I have upgrade from RT 3.8.1 to 3.8.2, but i am facing some problem
regarding RT bounce mails.

is there any change in RT 3.8.2 ? as from some unprivileged users it bounce
mails and for some it does not. ?

In Earlier version RT was bouncing every single mail sending by unprivileged
users.

I have configured my RT in such a way that unprivileged users can't create
tickets, so mails should be bounce in the form "Could not load a valid user"
? if unprivileged user try to send mail to any Q.

As I am loosing my important mails, could any one guide me what changes are
made in RT 3.8.2 ?


-- 
---------------------------------------------
         Rana Tanveer
        +923224194457
http://www.sysadminsline.com
---------------------------------------------
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From odhiambo at gmail.com  Thu Jun  4 09:42:47 2009
From: odhiambo at gmail.com (=?UTF-8?B?T2RoaWFtYm8gIOODr+OCt+ODs+ODiOODsw==?=)
Date: Thu, 4 Jun 2009 16:42:47 +0300
Subject: [rt-users] RT 3.8.2 and could not load a valid user problem.
In-Reply-To: <2282948c0906040608k6f38671aqdd90c9e4db5d95de@mail.gmail.com>
References: <2282948c0906040608k6f38671aqdd90c9e4db5d95de@mail.gmail.com>
Message-ID: <991123400906040642t2ca351cbpc19ad71c06553a5c@mail.gmail.com>

On Thu, Jun 4, 2009 at 4:08 PM, Rana Tanveer <ranatanveer at gmail.com> wrote:

> Hi Community and RT Admins
>
> I have upgrade from RT 3.8.1 to 3.8.2, but i am facing some problem
> regarding RT bounce mails.
>
> is there any change in RT 3.8.2 ? as from some unprivileged users it bounce
> mails and for some it does not. ?
>
> In Earlier version RT was bouncing every single mail sending by
> unprivileged users.
>
> I have configured my RT in such a way that unprivileged users can't create
> tickets, so mails should be bounce in the form "Could not load a valid user"
> ? if unprivileged user try to send mail to any Q.
>
> As I am loosing my important mails, could any one guide me what changes are
> made in RT 3.8.2 ?


This one, you really have to behave like the sysadmin that you are.
Everytime I made up my mind to upgrade RT because there was need for me to,
I'd do:

cp -Rp /opt/rt /opt/rt-RT_VERSION-backup-$DATE
mysqldump rt > rt-RT_VERSION-dbbackup-$DATE (Well, I always use MySQL)

After these I would upgrade and test, test, test (when everyone is
supposedly asleep!)

If the upgrade is causing you pain, you can back off to the previous
version.

Otherwise you need to provide some logging information about what is
happening.

Do you see anything in the ChangeLog that might be related to your problems?


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Clothes make the man.  Naked people have little or no influence on
society."
              -- Mark Twain
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From sven.sternberger at desy.de  Thu Jun  4 10:15:09 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Thu, 04 Jun 2009 16:15:09 +0200
Subject: [rt-users] a couple bugs in RT 3.8.3
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
Message-ID: <1244124909.21734.19.camel@zitpcx6759>

Just my 2c

RT 3.8.3 Linux (Centos5) /64 Bit

On Do, 2009-06-04 at 14:44 +0200, Guadagnino Cristiano wrote:
> -  the new "homepage refresh interval" option in "preferences" doesn't
> work

works for me
> 
> - when I'm root and I click on
> "configuration"->"users"->"whichever_user_name"->"History", I have
> this error message:

works for me

Seems more individual problems of your setup.

regards!

sven




From ranatanveer at gmail.com  Thu Jun  4 10:20:14 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Thu, 4 Jun 2009 20:20:14 +0600
Subject: [rt-users] RT 3.8.2 and could not load a valid user problem.
In-Reply-To: <991123400906040642t2ca351cbpc19ad71c06553a5c@mail.gmail.com>
References: <2282948c0906040608k6f38671aqdd90c9e4db5d95de@mail.gmail.com>
	<991123400906040642t2ca351cbpc19ad71c06553a5c@mail.gmail.com>
Message-ID: <2282948c0906040720g7d43eed7p57a3b785d4bcc417@mail.gmail.com>

2009/6/4 Odhiambo ????? <odhiambo at gmail.com>

> On Thu, Jun 4, 2009 at 4:08 PM, Rana Tanveer <ranatanveer at gmail.com>wrote:
>
>> Hi Community and RT Admins
>>
>> I have upgrade from RT 3.8.1 to 3.8.2, but i am facing some problem
>> regarding RT bounce mails.
>>
>> is there any change in RT 3.8.2 ? as from some unprivileged users it
>> bounce mails and for some it does not. ?
>>
>> In Earlier version RT was bouncing every single mail sending by
>> unprivileged users.
>>
>> I have configured my RT in such a way that unprivileged users can't create
>> tickets, so mails should be bounce in the form "Could not load a valid user"
>> ? if unprivileged user try to send mail to any Q.
>>
>> As I am loosing my important mails, could any one guide me what changes
>> are made in RT 3.8.2 ?
>
>
> This one, you really have to behave like the sysadmin that you are.
> Everytime I made up my mind to upgrade RT because there was need for me to,
> I'd do:
>
> cp -Rp /opt/rt /opt/rt-RT_VERSION-backup-$DATE
> mysqldump rt > rt-RT_VERSION-dbbackup-$DATE (Well, I always use MySQL)
>
> After these I would upgrade and test, test, test (when everyone is
> supposedly asleep!)
>
> If the upgrade is causing you pain, you can back off to the previous
> version.
>
> Otherwise you need to provide some logging information about what is
> happening.
>
> Do you see anything in the ChangeLog that might be related to your
> problems?
>
>
> --
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> "Clothes make the man.  Naked people have little or no influence on
> society."
>               -- Mark Twain
>


Thanks Odhiambo  for your quick response:

i have backup, but there are many transactions during, if i opt to  RT
fallback, than how to downgrade RT DB ? that is also an issue.

i am checking logging information, and will update.

-- 
---------------------------------------------
         Rana Tanveer
        +923224194457
http://www.sysadminsline.com
---------------------------------------------
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From falcone at bestpractical.com  Thu Jun  4 10:31:06 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 4 Jun 2009 10:31:06 -0400
Subject: [rt-users] a couple bugs in RT 3.8.3
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
Message-ID: <3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>


On Jun 4, 2009, at 8:44 AM, Guadagnino Cristiano wrote:

> Just a few things I've found out so far:
>
> -  the new "homepage refresh interval" option in "preferences"  
> doesn't work

You'll need to tell us more, it works for me.
Please note that the page-level widget overrides the preference for  
the session
so that you can change the behavior without changing your preference.

> - when I'm root and I click on "configuration"->"users"- 
> >"whichever_user_name"->"History", I have this error message:
>
> Can't locate object method "Name" via package "No object mapping for  
> field" (perhaps you forgot to load "No object mapping for field"?)  
> at /opt/rt3/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT- 
> Extension-ForkTicket/Ticket/Elements/ShowTransaction/ModifyCommand  
> line 7.
>
> it seems the culprit is the "ForkTicket" extension? maybe it is  
> broken by the recent upgrade?
>

It certainly seems like ForkTicket is breaking, but that isn't  
maintained by us and doesn't
seem to be on CPAN so I'm not sure where you should report the bug.   
Hopefully the author
reads the list.

-kevin

From gravyface at gmail.com  Thu Jun  4 10:46:28 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 4 Jun 2009 10:46:28 -0400
Subject: [rt-users]  Scrip Action clarification
Message-ID: <19fa96670906040746q3429ff26i4c61e6014eccd1a2@mail.gmail.com>

Can someone clarify what the difference is between "Notify AdminCcs"
and "Notify AdminCcs as Comment"?


From ktm at rice.edu  Thu Jun  4 10:48:21 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 4 Jun 2009 09:48:21 -0500
Subject: [rt-users] Scrip Action clarification
In-Reply-To: <19fa96670906040746q3429ff26i4c61e6014eccd1a2@mail.gmail.com>
References: <19fa96670906040746q3429ff26i4c61e6014eccd1a2@mail.gmail.com>
Message-ID: <20090604144821.GA18879@it.is.rice.edu>

A reply to the second one will go in as a comment, not a reply.

Cheers,
Ken

On Thu, Jun 04, 2009 at 10:46:28AM -0400, GravyFace wrote:
> Can someone clarify what the difference is between "Notify AdminCcs"
> and "Notify AdminCcs as Comment"?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From gravyface at gmail.com  Thu Jun  4 10:51:58 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 4 Jun 2009 10:51:58 -0400
Subject: [rt-users] Scrip Action clarification
In-Reply-To: <20090604144821.GA18879@it.is.rice.edu>
References: <19fa96670906040746q3429ff26i4c61e6014eccd1a2@mail.gmail.com>
	<20090604144821.GA18879@it.is.rice.edu>
Message-ID: <19fa96670906040751p3a06e421gafa7e2055b784acd@mail.gmail.com>

Ok, so "Notify AdminCcs" would be correspondence that the requestor would see?

On Thu, Jun 4, 2009 at 10:48 AM, Kenneth Marshall <ktm at rice.edu> wrote:
> A reply to the second one will go in as a comment, not a reply.
>
> Cheers,
> Ken
>
> On Thu, Jun 04, 2009 at 10:46:28AM -0400, GravyFace wrote:
>> Can someone clarify what the difference is between "Notify AdminCcs"
>> and "Notify AdminCcs as Comment"?
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>


From ktm at rice.edu  Thu Jun  4 10:59:51 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 4 Jun 2009 09:59:51 -0500
Subject: [rt-users] Scrip Action clarification
In-Reply-To: <19fa96670906040751p3a06e421gafa7e2055b784acd@mail.gmail.com>
References: <19fa96670906040746q3429ff26i4c61e6014eccd1a2@mail.gmail.com>
	<20090604144821.GA18879@it.is.rice.edu>
	<19fa96670906040751p3a06e421gafa7e2055b784acd@mail.gmail.com>
Message-ID: <20090604145951.GB18879@it.is.rice.edu>

Yes.

Ken

On Thu, Jun 04, 2009 at 10:51:58AM -0400, GravyFace wrote:
> Ok, so "Notify AdminCcs" would be correspondence that the requestor would see?
> 
> On Thu, Jun 4, 2009 at 10:48 AM, Kenneth Marshall <ktm at rice.edu> wrote:
> > A reply to the second one will go in as a comment, not a reply.
> >
> > Cheers,
> > Ken
> >
> > On Thu, Jun 04, 2009 at 10:46:28AM -0400, GravyFace wrote:
> >> Can someone clarify what the difference is between "Notify AdminCcs"
> >> and "Notify AdminCcs as Comment"?
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: 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 mail at mariaquinn.com  Thu Jun  4 11:05:56 2009
From: mail at mariaquinn.com (Maria Quinn)
Date: Thu, 04 Jun 2009 16:05:56 +0100
Subject: [rt-users] Oracle CLOB error
Message-ID: <E1MCEWA-0006Mt-Ol@pih-relay04.plus.net>

I've installed RT 3.8.2 on Redhat 4.1.2 with Oracle and DBD::Oracle 1.2.2.

I'm getting the following errors in /var/log/messages as a result of 
forwarding a ticket:

Jun  4 12:48:35 vbchwebt RT: DBD::Oracle::db prepare failed: 
ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR: 
error possibly near <*          > indicator at char 44 in 'SELECT 
main.* FROM Attachments main  WHERE (<*>main.Content != '') AND 
(main.TransactionId = '26') AND (main.id != '1') 
AND           (main.ContentType NOT LIKE 'multipart/%')  ORDER BY 
main.id ASC ') [for Statement "SELECT main.* FROM Attachments 
main  WHERE (main.Content != '') AN          D (main.TransactionId = 
'26') AND (main.id != '1') AND (main.ContentType NOT LIKE 
'multipart/%')  ORDER BY main.id ASC "] at 
/usr/lib/perl5/site_perl/          5.8.8/DBIx/SearchBuilder/Handle.pm 
line 469, <GEN33> line 42. 
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:469)
Jun  4 12:48:35 vbchwebt RT: RT::Handle=HASH(0x83c95f0) couldn't 
prepare the query 'SELECT main.* FROM Attachments main  WHERE 
(main.Content != '') AN          D (main.TransactionId = '26') AND 
(main.id != '1') AND (main.ContentType NOT LIKE 'multipart/%')  ORDER 
BY main.id ASC 'ORA-00932: inconsistent dataty          pes: expected 
- got CLOB (DBD ERROR: error possibly near <*> indicator at char 44 
in 'SELECT main.* FROM Attachments main  WHERE (<*>main.Content != 
'          ') AND (main.TransactionId = '26') AND (main.id != '1') 
AND (main.ContentType NOT LIKE 'multipart/%')  ORDER BY main.id ASC 
') (/usr/lib/perl5/site_pe          rl/5.8.8/DBIx/SearchBuilder/Handle.pm:476)

As far as I understand, it's not possible to select from a CLOB 
column in Oracle, so I'm wondering if I've got a misconfiguration somewhere.

I haven't seen any errors in the front end relating to this, but I 
still have some unresolved issues configuring mail, which I'm also 
working on, so I'm still not clear what the extent of this problem is.

Thanks in advance for any advice.




From paul at beingeaten.com  Thu Jun  4 11:25:09 2009
From: paul at beingeaten.com (Paul C.)
Date: Thu, 04 Jun 2009 08:25:09 -0700
Subject: [rt-users] DashBoaard
In-Reply-To: <991123400906032342g33af32ceo43cf931d3edd502a@mail.gmail.com>
References: <991123400906032342g33af32ceo43cf931d3edd502a@mail.gmail.com>
Message-ID: <h08p0k$5tf$1@ger.gmane.org>

see
http://bestpractical.typepad.com/files/dashboard-notifications-a-quick-introduction-3.pdf



From ruslan.zakirov at gmail.com  Thu Jun  4 11:27:50 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 4 Jun 2009 19:27:50 +0400
Subject: [rt-users] Oracle CLOB error
In-Reply-To: <E1MCEWA-0006Mt-Ol@pih-relay04.plus.net>
References: <E1MCEWA-0006Mt-Ol@pih-relay04.plus.net>
Message-ID: <589c94400906040827i1f33975chcca4cd04f231414d@mail.gmail.com>

I think it's been fixed in 3.8.3

On Thu, Jun 4, 2009 at 7:05 PM, Maria Quinn <mail at mariaquinn.com> wrote:
> I've installed RT 3.8.2 on Redhat 4.1.2 with Oracle and DBD::Oracle 1.2.2.
>
> I'm getting the following errors in /var/log/messages as a result of
> forwarding a ticket:
>
> Jun ?4 12:48:35 vbchwebt RT: DBD::Oracle::db prepare failed:
> ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR:
> error possibly near <* ? ? ? ? ?> indicator at char 44 in 'SELECT
> main.* FROM Attachments main ?WHERE (<*>main.Content != '') AND
> (main.TransactionId = '26') AND (main.id != '1')
> AND ? ? ? ? ? (main.ContentType NOT LIKE 'multipart/%') ?ORDER BY
> main.id ASC ') [for Statement "SELECT main.* FROM Attachments
> main ?WHERE (main.Content != '') AN ? ? ? ? ?D (main.TransactionId =
> '26') AND (main.id != '1') AND (main.ContentType NOT LIKE
> 'multipart/%') ?ORDER BY main.id ASC "] at
> /usr/lib/perl5/site_perl/ ? ? ? ? ?5.8.8/DBIx/SearchBuilder/Handle.pm
> line 469, <GEN33> line 42.
> (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:469)
> Jun ?4 12:48:35 vbchwebt RT: RT::Handle=HASH(0x83c95f0) couldn't
> prepare the query 'SELECT main.* FROM Attachments main ?WHERE
> (main.Content != '') AN ? ? ? ? ?D (main.TransactionId = '26') AND
> (main.id != '1') AND (main.ContentType NOT LIKE 'multipart/%') ?ORDER
> BY main.id ASC 'ORA-00932: inconsistent dataty ? ? ? ? ?pes: expected
> - got CLOB (DBD ERROR: error possibly near <*> indicator at char 44
> in 'SELECT main.* FROM Attachments main ?WHERE (<*>main.Content !=
> ' ? ? ? ? ?') AND (main.TransactionId = '26') AND (main.id != '1')
> AND (main.ContentType NOT LIKE 'multipart/%') ?ORDER BY main.id ASC
> ') (/usr/lib/perl5/site_pe ? ? ? ? ?rl/5.8.8/DBIx/SearchBuilder/Handle.pm:476)
>
> As far as I understand, it's not possible to select from a CLOB
> column in Oracle, so I'm wondering if I've got a misconfiguration somewhere.
>
> I haven't seen any errors in the front end relating to this, but I
> still have some unresolved issues configuring mail, which I'm also
> working on, so I'm still not clear what the extent of this problem is.
>
> Thanks in advance for any advice.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Jun  4 11:34:27 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 4 Jun 2009 19:34:27 +0400
Subject: [rt-users] Problem with CustomCondition
In-Reply-To: <23827737.post@talk.nabble.com>
References: <23827737.post@talk.nabble.com>
Message-ID: <589c94400906040834r26af7031q668c361c877d4cba@mail.gmail.com>

OldValue and NewValue are not strings, but numbers - queues' IDs. Most
probably this is issue you're facing. It's not cleat from your
message.

On Thu, Jun 4, 2009 at 10:22 AM, Martin B. <mb at sla.de> wrote:
>
> Hey,
>
> i want to write a CustomCondition who activate a action if the queue is
> changed from x to y
>
> this is my code:
>
> return 0 unless $self->TransactionObj->Type eq "Set";
> return 0 unless $self->TransactionObj->Field eq "Queue";
> return 0 unless $self->TransactionObj->NewValue == "y";
> return 0 unless $self->TransactionObj->OldValue == "x";
> return 1;
>
> It does not work :-(
>
> But when i delete the line
> return 0 unless $self->TransactionObj->OldValue == "x";
> it is all OK - but now start the action, even if the old value is not "x"
>
> Martin
>
> --
> View this message in context: http://www.nabble.com/Problem-with-CustomCondition-tp23827737p23827737.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From gravyface at gmail.com  Thu Jun  4 11:39:44 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 4 Jun 2009 11:39:44 -0400
Subject: [rt-users] Scrip Action clarification
In-Reply-To: <20090604145951.GB18879@it.is.rice.edu>
References: <19fa96670906040746q3429ff26i4c61e6014eccd1a2@mail.gmail.com>
	<20090604144821.GA18879@it.is.rice.edu>
	<19fa96670906040751p3a06e421gafa7e2055b784acd@mail.gmail.com>
	<20090604145951.GB18879@it.is.rice.edu>
Message-ID: <19fa96670906040839r42403f53x1bd152ae0b04568@mail.gmail.com>

Thanks, Ken.

On Thu, Jun 4, 2009 at 10:59 AM, Kenneth Marshall <ktm at rice.edu> wrote:
> Yes.
>
> Ken
>
> On Thu, Jun 04, 2009 at 10:51:58AM -0400, GravyFace wrote:
>> Ok, so "Notify AdminCcs" would be correspondence that the requestor would see?
>>
>> On Thu, Jun 4, 2009 at 10:48 AM, Kenneth Marshall <ktm at rice.edu> wrote:
>> > A reply to the second one will go in as a comment, not a reply.
>> >
>> > Cheers,
>> > Ken
>> >
>> > On Thu, Jun 04, 2009 at 10:46:28AM -0400, GravyFace wrote:
>> >> Can someone clarify what the difference is between "Notify AdminCcs"
>> >> and "Notify AdminCcs as Comment"?
>> >> _______________________________________________
>> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >>
>> >> Community help: http://wiki.bestpractical.com
>> >> Commercial support: 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 wenger.63 at osu.edu  Wed Jun  3 09:51:00 2009
From: wenger.63 at osu.edu (Kat Wenger)
Date: Wed, 03 Jun 2009 09:51:00 -0400
Subject: [rt-users] RTFM 2.4.1 can't locate ACLEquivalenceObjects
Message-ID: <4A267FC4.2020405@osu.edu>

Hi all,

I have a fresh installation of RT 3.8.3 and RTFM 2.4.1 on Red Hat 5 with 
Apache 2.2.3 .  Followed the install instructions in the README for 
RTFM, cleared the mason cache and restarted apache, but when I go to add 
a class or a Topic, or modify an ACL, I get the following: 

Can't locate object method "ACLEquivalenceObjects" via package 
"RT::FM::System" at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327.

Tried a make dropdb/make initdb both as rt_user and as the DBA, but no 
such luck.  lib/rt/Ticket_Overlay.pm does have the appropriate sub in it. 

I'm lost as to what else to try at this point...could someone point me 
in the right direction?  Thanks!

-- 
Kat Wenger
CSE Operations Specialist
The Ohio State University

"If the English language made any sense, a catastrophe would be an 
apostrophe with fur."
--- Doug Larson

The Ohio State University, www.osu.edu <http://www.osu.edu/>
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From kfcrocker at lbl.gov  Thu Jun  4 11:59:31 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 04 Jun 2009 08:59:31 -0700
Subject: [rt-users] Rights issue on Configuration -> Global -> RT at a
 glance on RT 3.8.2
In-Reply-To: <4A2799BA.7070609@ific.uv.es>
References: <4A2799BA.7070609@ific.uv.es>
Message-ID: <4A27EF63.80309@lbl.gov>

Carlos,

    I may be mistaken, butI think the "ShowConfigTab" merely allows the 
user to see that tab and the functions under it. The user still needs to 
have other rights (like "ShowTemplate" and "ModifyTemplate") in order to 
see/modify templates and I'm sure the same situation exists for other 
objects to be modified.

Kenn
LBNL

On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote:
> Sorry for posting this twice, but I'm trying to make it shorter.
>
> Please, can anyone confirm me that a user who only has the global 
> right "ShowConfigTab" is able to modify the global RT at a glance?
>
> I'm using RT 3.8.2 and I would like to know if either I'm doing 
> something wrong or this is the expected behaviour. If this were the 
> second case, should this be considered a bug?
>
> For a longer explanation, attached you can find my previous message.
>
> Thanking you in advance,
> Carlos
>
> ------------------------------------------------------------------------
>
> Subject:
> [rt-users] Rights issue on Configuration -> Global -> RT at a glance 
> on RT 3.8.2
> From:
> Carlos Garcia Montoro <cgarcia at ific.uv.es>
> Date:
> Fri, 29 May 2009 12:18:06 +0200
> To:
> rt-users at lists.bestpractical.com
>
> To:
> rt-users at lists.bestpractical.com
>
>
> Hello,
>
> I've a question/request about RT that I have been neither able to 
> resolve from myself, nor have I found it at the RT wiki or googling 
> this mailing list.
>
> I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). 
> We have some departments that are autonomous of each other. Thus, I 
> want to grant some privileges for every admin group of each 
> department. I want to allow them to handle their own queues, groups, 
> etc. But I also want not to allow them to modify others space. I have 
> achieved this configuration, i.e. admins are only able to see their 
> groups, admins can see all queues but they are only allowed to modify 
> some properties (Cc, AdminCc,...)  of their own queues but not other 
> queues. In order to do that I have granted them the global right 
> "ShowConfigTab". Otherwise they had rights but they couldn't use them 
> (they couldn't modify group membership of their groups,...).
>
> The problem I'm suffering is this: When I grant the "ShowConfigTab" 
> right to a user or group, I'm also granting privileges to modify the 
> global RT at a glance. Let me show an example: Let me create a user 
> foo who can be granted rights ("Let this user be granted rights" is 
> checked). This new user isn't a member of any group, so he has no 
> right rather than "Everyone" and "Privileged". At this moment, global 
> rights for these groups are the default (no global right for 
> "Everyone", and only "ShowApprovalsTab" for "Privileged"). In some 
> queues "Everyone" has two rights "CreateTicket" and "SeeQueue", but as 
> far as I know they only grant privileges for creating a new ticket in 
> these queues. Let this user be granted the global "ShowConfigTab" 
> right ( "Configuration" -> "Global" -> "User Rights", and there foo is 
> granted to "ShowConfigTab"). Now let foo log in. This user can see the 
> configuration tab, but he can't modify anything since he is not 
> allowed to. If he tries to modify anything RT won't allow it and foo 
> will read a permission denied message. But if foo goes to 
> "Configuration" -> "Global" -> "RT at a glance" and there he deletes 
> "QuickCreate", RT allows it saying "Global portlet body saved.". Now 
> let the privileged user bar log in. The RT at a glance of bar has no 
> longer the "QuickCreate" frame when it previously had it. Hence, I 
> don't want to grant foo the right of modifying the global RT at a glance!
>
> Is it the expected behaviour? Am I missing anything or doing something 
> wrong?
>
> Thank you,
> Carlos
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   
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From kfcrocker at lbl.gov  Thu Jun  4 12:24:04 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 04 Jun 2009 09:24:04 -0700
Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2
In-Reply-To: <3BBAC6B669B5FB4E9CB7E7C3BEF58A6D13221E3E@bn-scl-be02.Cudanet.local>
References: <4A26EB51.1080903@rice.edu>
	<3BBAC6B669B5FB4E9CB7E7C3BEF58A6D13221E3E@bn-scl-be02.Cudanet.local>
Message-ID: <4A27F524.9040605@lbl.gov>

Cass,

    You mentioned in your response that when you went to 3.8 you had 
trouble with multiple users of the same email address. I have a similar 
problem.
    I am on 3.6.4 and have a bunch of users out there with the email 
address as the User Name due to them being added automatically as 
watchers. When they sign on (Using LDAP) at a later date, they get a new 
UserID, correct name, SAME Email address. Now I have 2 id's for the same 
user. I want to clean that mess up before I upgrade to 3.8.
    So, how did you go about cleaning up the mess?
    Also, do you have any suggestions on how to config my RT so that 
when a User is added automatically as a watcher, RT will create a /real/ 
User Name and NOT use the Email address? Thanks.

Kenn
LBNL

On 6/3/2009 3:06 PM, Cassandra L. Brockett wrote:
> ((Apologies for top-posting, but it's just easier at the moment for me to use outlook to send email))
>
> I can answer a few of your questsions:-
> 1) Users with multiple email addresses on our system become one single user, the LDAP query finds the one user responsible for the email address, and just link the submitted ticket to the correct ID.
>
> 2) You cannot have multiple RT accounts with the same email address in the system, we had a lot of cleanup when we migrated to 3.8.2 from a badly botched install of 3.6, and this was our biggest hassle.
>
> 3) I have AutoCreateNonExternalUsers on, but that's mostly because of the nature of the business my company is in :)  However, the system seems to work fine with that disabled, and it doesn't autocreate any non-LDAP accounts unless you do so yourself.
>
> On another level, I know you'll hear this from a lot of angles, but it always deserves to be said... You should try this sort of thing out on a test system before setting it up in production...  Especially when dealing with things like authentication, you really want to make sure youself that it does what you want it to do...
>
> --
> Cass
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure
> Sent: Wednesday, June 03, 2009 2:30 PM
> To: rt-users at lists.bestpractical.com
> Cc: Susan McClure
> Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2
>
> I have been reading the postings about RT-Authen-ExternalAuth but am confused on what appears to be some conflicting setup information.
>
> I am using:
>   RT 3.8.2
>   RT-Authen-ExternalAuth 0.08
>
> I would like to use LDAP for authentication and information first, and that part seems to work OK.
> But  I also would like to:
>   - add LOCAL users to RT internal DB (i.e; test and test-admin type
> accounts)
>   - NOT autocreate a new RT account, if we receive an email from a user that is unknown in local RT or LDAP.
>   - NOT make multiple accounts for a user's multiple email aliases.
> (Our ldap contains several email addresses for each user (uid) )
>
>
> When I try to add a local account through the Web(using Root,
> Configuration->Users->Create). I receive the error "Name in Use"
> The username I am trying to create is NOT in existence, but the email for that new account IS.
>
> My  error_log shows:
> ==================================
>   
>> [Tue Jun  2 17:45:21 2009] [debug]: User Check Failed :: ( My_LDAP ) 
>> root User not found 
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth/LDAP.pm:318)
>> [Tue Jun  2 17:45:21 2009] [debug]: Autohandler called ExternalAuth. 
>> Response: (0, No User)
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> html/Callbacks/ExternalAuth/autohandler/Auth:26)
>> [Tue Jun  2 17:45:21 2009] [info]: Successful login for root from 
>> 168.7.56.227 (/usr/site/rt-3.8/PROD/share/html/autohandler:276)
>> [Tue Jun  2 17:46:40 2009] [debug]: /ServiceUpdate/Elements/Header 
>> calls old style callback, use $m->callback 
>> (/usr/site/rt-3.8/PROD/share/html/Elements/Callback:51)
>> [Tue Jun  2 17:46:40 2009] [crit]: HasRight called with no valid 
>> object (/usr/site/rt-3.8/PROD/bin/../lib/RT/Principal_Overlay.pm:322)
>> [Tue Jun  2 17:51:36 2009] [debug]: 
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User 
>> /opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/l
>> ib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: , 
>> City: , Comments: Admin Authority Level Account for RT, 
>> ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: 
>> smcclure at rice.edu, EmailEncoding: , ExternalAuthId: , 
>> ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , 
>> Lang: en, MobilePhone: , Name: smcclure-admin, NickName: 
>> Smcclure-Admin,
>> Organization: , PagerPhone: , Privileged: 1, RealName: Susan McClure, 
>> Signature: , State: ,
>> WebEncoding: , WorkPhone: , Zip:  
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:450)
>> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to get user info using 
>> this external service: My_LDAP 
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:458)
>> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this 
>> canonicalization key: Name 
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:472)
>> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base: 
>> ou=People,dc=rice,dc=edu == Filter: 
>> (&(objectclass=*)(uid=smcclure-admin)) == Attrs: 
>> Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,
>> physicalDeliveryOfficeName,uid 
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth/LDAP.pm:195)
>> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this 
>> canonicalization key: EmailAddress 
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:472)
>> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base: 
>> ou=People,dc=rice,dc=edu == Filter: 
>> (&(objectclass=*)(mail=smcclure at rice.edu)) == Attrs: 
>> Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,
>> physicalDeliveryOfficeName,uid 
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth/LDAP.pm:195)
>> [Tue Jun  2 17:51:36 2009] [info]: 
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning
>> Address1: 6100 Main Street, Address2: , AuthSystem: , City: , 
>> Comments: Admin Authority Level Account for RT, ContactInfoSystem: , 
>> Country: , Disabled: 0, EmailAddress: smcclure at rice.edu, 
>> EmailEncoding: , ExternalAuthId: smcclure, ExternalContactInfoId: , 
>> FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , 
>> Name: smcclure, NickName: Smcclure-Admin,
>> Organization: 222 Mudd Building, PagerPhone: , Privileged: 1, 
>> RealName: McClure, Susan, Signature: , State: , WebEncoding: , 
>> WorkPhone: 713-348-4852, Zip: 77005 
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:536)
>>     
> ==============
>
> My Current RT_SiteConfig.pm for LDAP and External Auth has ====================================
> Set(@Plugins,qw(RT::FM RT::IR RT::Authen::ExternalAuth .......
>
> and for LDAP
> #  special options for various plugins
> #  Authen::ExternalAuth
> Set($ExternalAuthPriority, ['My_LDAP'] ); Set($ExternalInfoPriority,  ['My_LDAP'] );
> Set($ExternalServiceUsesSSLorTLS,    1);
> Set($ExternalSettings,      {
>                                       'My_LDAP'     =>  {   ## GENERIC
> SECTION
>                                                'type'
>    =>  'ldap',
>                                                'server'
>    =>  'ldap.rice.edu',
>                                                'user'
>    =>  'cn=requesttracker,ou=Service Accounts,dc=rice,dc=edu',
>      ..... etc etc .........
> .................
> And the LDAP Attributes mappings:
>   
>> ## RT ATTRIBUTE MATCHING SECTION
>>                                                # The list of RT attributes that uniquely identify a user
>>                                                # This example shows what you *can* specify.. I recommend reducing this
>>                                                # to just the Name and EmailAddress to save encountering problems later.
>>                                                'attr_match_list'           => [    'Name',
>>                                                                                    'EmailAddress',
>>                                                                                    'RealName',
>>                                                        			           'WorkPhone',
>> 										   'Address2'
>>                                                                                ],
>>                                                # The mapping of RT attributes on to LDAP attributes
>>                                                 'attr_map'              =>  {   'Name' => 'uid',
>>                                                                                 'EmailAddress' => 'mail',
>>                                                                                 'Organization' => 'physicalDeliveryOfficeName',
>>                                                                                 'RealName' => 'cn',
>>                                                                                 'ExternalAuthId' => 'uid',
>>                                                                                 'Gecos' => 'gecos',
>>                                                                                 'WorkPhone' => 'telephoneNumber',
>>                                                                                 'Address1' => 'postalAddress',
>>                                                                                 'City' => 'Houston',
>>                                                                                 'State' => 'TX',
>>                                                                                 'Zip' => 'postalCode'
>>                                                                             }
>>                                                              }
>> 	                         }
>>
>> );
>>     
> ===================
>
> Looking at all the postings, I am afraid that if I add:
>
> ==> Set($AutoCreateNonExternalUsers,    1);
>
> That I will automatically MAKE a new account for users that send email or authenticate in some way other than being in our LDAP.
>
> Can someone clarify the different options to help me get the setup I want please?
>
> Thanks
>
> Susie McClure
>
> smcclure at rice.edu
>
>
> ----------------------------------
> Check out the Barracuda Spam & Virus Firewall - offering the fastest
> virus & malware protection in the industry: www.barracudanetworks.com/spam
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
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From gocyclones at eml.cc  Thu Jun  4 12:52:10 2009
From: gocyclones at eml.cc (Matt Millard)
Date: Thu, 04 Jun 2009 11:52:10 -0500
Subject: [rt-users] RT-3.8.3, RT-Authen-ExternalAuth-0.08 login issue
In-Reply-To: <4A278587.9090004@jennic.com>
References: <1244053485.28527.1318626683@webmail.messagingengine.com>
	<4A278587.9090004@jennic.com>
Message-ID: <1244134330.19541.1318803349@webmail.messagingengine.com>



On Thu, Jun 4, 2009 at 3:27 AM, Mike Peachey <mike.peachey at jennic.com>
wrote:

    Wed 03 Jun 2009 19:24:45 GMT
    Matt Millard wrote:

    I'm gonna keep this brief:

    1. Remove ldap:// from the server URI, I don't know off the top of
    my
    head if it would work or not, but it certainly works without it.


Removed and made no difference.



    2. As per the README, the ExternalAuth settings need to be pasted
    into
    your normal RT_SiteConfig.pm. If you leave them in the example file
    in
    the plugins directory, they will not be read.


The should be included if I add the "require" line in my
RT_SiteConfig.pm though.  I moved them over to the RT_SiteConfig.pm
anyway and removed the require.  No difference.


    3. You have a dead line in your config:
    Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
    Set($ExternalAuthPriority,['My_LDAP']);


This first line was actually already commented out.  So no difference.



    Kill the first one.

    4. The stack trace for the Failed Login message is of no use. You
    need
    to enable debug logging, and log to file. This will give you very
    verbose output as to precisely what is happening with the LDAP side
    of
    things.


Logging turned on now and I still was just seeing invalid user/password
errors.  So I started going line by line through my config and triple
checking everything.  It turns out I had a typo in the ldap server name.
 Very frustrating as that was cleansed when I sent to the list.  At
least it is working now.  Very frustrated that it was a typo on my part
though.


    Have fun.

    --
    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
    __________________________________________________





--- 
  Matt Millard
  gocyclones at eml.cc
  http://photos.millardfam.com
  http://snipurl.com/mattsshareditems



From MarkRoedel at letu.edu  Thu Jun  4 12:54:56 2009
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 4 Jun 2009 11:54:56 -0500
Subject: [rt-users] RTFM 2.4.1 can't locate ACLEquivalenceObjects
In-Reply-To: <4A267FC4.2020405@osu.edu>
References: <4A267FC4.2020405@osu.edu>
Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4002CA8442@rachael-reborn.letnet.net>

I fixed this after upgrading to RT 3.8.3 by pulling the
current-at-the-time SVN trunk for RTFM.  I believe the needed changes
are also included in the RTFM 2.4.2 RC that was announced earlier this
week.

 

--

Mark Roedel

Webmaster

LeTourneau University

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kat
Wenger
Sent: Wednesday, June 03, 2009 8:51 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RTFM 2.4.1 can't locate ACLEquivalenceObjects

 

Hi all, 

I have a fresh installation of RT 3.8.3 and RTFM 2.4.1 on Red Hat 5 with
Apache 2.2.3 .  Followed the install instructions in the README for
RTFM, cleared the mason cache and restarted apache, but when I go to add
a class or a Topic, or modify an ACL, I get the following:  

Can't locate object method "ACLEquivalenceObjects" via package
"RT::FM::System" at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line
327. 

Tried a make dropdb/make initdb both as rt_user and as the DBA, but no
such luck.  lib/rt/Ticket_Overlay.pm does have the appropriate sub in
it.  

I'm lost as to what else to try at this point...could someone point me
in the right direction?  Thanks!

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From gagel at cnc.bc.ca  Thu Jun  4 13:10:57 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Thu, 04 Jun 2009 10:10:57 -0700
Subject: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?
Message-ID: <4a280021.2c8.e9c.28cc@cnc.bc.ca>

Can anyone tell me if there is a way to autologin to RT when we're using LDAP?

I have other web based utilities that I've managed to configure the browser to auto login to that console. I'd like to extend that to RT. Any pointers on how or any how to on that subject?

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


 
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From ranatanveer at gmail.com  Thu Jun  4 13:20:59 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Thu, 4 Jun 2009 23:20:59 +0600
Subject: [rt-users] RT 3.8.2 and could not load a valid user problem.
In-Reply-To: <2282948c0906040720g7d43eed7p57a3b785d4bcc417@mail.gmail.com>
References: <2282948c0906040608k6f38671aqdd90c9e4db5d95de@mail.gmail.com>
	<991123400906040642t2ca351cbpc19ad71c06553a5c@mail.gmail.com>
	<2282948c0906040720g7d43eed7p57a3b785d4bcc417@mail.gmail.com>
Message-ID: <2282948c0906041020u2d73e6f8id6520a724b10ae8f@mail.gmail.com>

Hi,

This is what i am getting in logs:

un  4 16:52:18  RT: No permission to create tickets in the queue 'foo'
(/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:244)
Jun  4 16:52:18  RT: Could not record email: Ticket creation failed:
No permission to create tickets in the queue 'foo'
(/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:75)

Is it possible to send copy of this error msg to RT owner/admin
Rana Tanveer


2009/6/4 Rana Tanveer <ranatanveer at gmail.com>

>
>
> 2009/6/4 Odhiambo ????? <odhiambo at gmail.com>
>
> On Thu, Jun 4, 2009 at 4:08 PM, Rana Tanveer <ranatanveer at gmail.com>wrote:
>>
>>> Hi Community and RT Admins
>>>
>>> I have upgrade from RT 3.8.1 to 3.8.2, but i am facing some problem
>>> regarding RT bounce mails.
>>>
>>> is there any change in RT 3.8.2 ? as from some unprivileged users it
>>> bounce mails and for some it does not. ?
>>>
>>> In Earlier version RT was bouncing every single mail sending by
>>> unprivileged users.
>>>
>>> I have configured my RT in such a way that unprivileged users can't
>>> create tickets, so mails should be bounce in the form "Could not load a
>>> valid user" ? if unprivileged user try to send mail to any Q.
>>>
>>> As I am loosing my important mails, could any one guide me what changes
>>> are made in RT 3.8.2 ?
>>
>>
>> This one, you really have to behave like the sysadmin that you are.
>> Everytime I made up my mind to upgrade RT because there was need for me
>> to, I'd do:
>>
>> cp -Rp /opt/rt /opt/rt-RT_VERSION-backup-$DATE
>> mysqldump rt > rt-RT_VERSION-dbbackup-$DATE (Well, I always use MySQL)
>>
>> After these I would upgrade and test, test, test (when everyone is
>> supposedly asleep!)
>>
>> If the upgrade is causing you pain, you can back off to the previous
>> version.
>>
>> Otherwise you need to provide some logging information about what is
>> happening.
>>
>> Do you see anything in the ChangeLog that might be related to your
>> problems?
>>
>>
>> --
>> Best regards,
>> Odhiambo WASHINGTON,
>> Nairobi,KE
>> +254733744121/+254722743223
>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>> "Clothes make the man.  Naked people have little or no influence on
>> society."
>>               -- Mark Twain
>>
>
>
> Thanks Odhiambo  for your quick response:
>
> i have backup, but there are many transactions during, if i opt to  RT
> fallback, than how to downgrade RT DB ? that is also an issue.
>
> i am checking logging information, and will update.
>
> --
> ---------------------------------------------
>          Rana Tanveer
>         +923224194457
> http://www.sysadminsline.com
> ---------------------------------------------
>



-- 
---------------------------------------------
         Rana Tanveer
        +923224194457
http://www.sysadminsline.com
---------------------------------------------
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From wenger.63 at osu.edu  Thu Jun  4 13:44:30 2009
From: wenger.63 at osu.edu (Kat Wenger)
Date: Thu, 04 Jun 2009 13:44:30 -0400
Subject: [rt-users] RTFM 2.4.1 can't locate ACLEquivalenceObjects
In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4002CA8442@rachael-reborn.letnet.net>
References: <4A267FC4.2020405@osu.edu>
	<0DD6BC9ABC0D2747AF8589AEA9722A4002CA8442@rachael-reborn.letnet.net>
Message-ID: <4A2807FE.3080504@osu.edu>

That did the trick.  Thank you!  :)

--Kat

Roedel, Mark wrote:
>
> I fixed this after upgrading to RT 3.8.3 by pulling the 
> current-at-the-time SVN trunk for RTFM.  I believe the needed changes 
> are also included in the RTFM 2.4.2 RC that was announced earlier this 
> week.
>
>  
>
> --
>
> Mark Roedel
>
> Webmaster
>
> LeTourneau University
>
>  
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kat 
> Wenger
> *Sent:* Wednesday, June 03, 2009 8:51 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] RTFM 2.4.1 can't locate ACLEquivalenceObjects
>
>  
>
> Hi all,
>
> I have a fresh installation of RT 3.8.3 and RTFM 2.4.1 on Red Hat 5 
> with Apache 2.2.3 .  Followed the install instructions in the README 
> for RTFM, cleared the mason cache and restarted apache, but when I go 
> to add a class or a Topic, or modify an ACL, I get the following: 
>
> Can't locate object method "ACLEquivalenceObjects" via package 
> "RT::FM::System" at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327.
>
> Tried a make dropdb/make initdb both as rt_user and as the DBA, but no 
> such luck.  lib/rt/Ticket_Overlay.pm does have the appropriate sub in 
> it. 
>
> I'm lost as to what else to try at this point...could someone point me 
> in the right direction?  Thanks!
>
> ------------------------------------------------------------------------
>
> Spam <https://antispam.osu.edu/b.php?c=s&i=885405136&m=7da0ac9489d6>
> Not spam <https://antispam.osu.edu/b.php?c=n&i=885405136&m=7da0ac9489d6>
> Forget previous vote 
> <https://antispam.osu.edu/b.php?c=f&i=885405136&m=7da0ac9489d6>

-- 
Kat Wenger
CSE Operations Specialist
The Ohio State University

"If the English language made any sense, a catastrophe would be an 
apostrophe with fur."
--- Doug Larson

The Ohio State University, www.osu.edu <http://www.osu.edu/> 
<http://www.osu.edu/>
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From mike.peachey at jennic.com  Thu Jun  4 16:11:13 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 04 Jun 2009 21:11:13 +0100
Subject: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?
In-Reply-To: <4a280021.2c8.e9c.28cc@cnc.bc.ca>
References: <4a280021.2c8.e9c.28cc@cnc.bc.ca>
Message-ID: <4A282A61.50707@jennic.com>

Kevin Gagel wrote:
> Can anyone tell me if there is a way to autologin to RT when we're using
> LDAP?
> 
> I have other web based utilities that I've managed to configure the
> browser to auto login to that console. I'd like to extend that to RT.
> Any pointers on how or any how to on that subject?

Clarify what you mean. Do you mean by logging in to some other web
system you can then login to RT without further authentication, or are
you talking about certificate based login so the browser keeps a
certificate and uses it to automagically authenticate?

-- 
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 stephen.a.cochran.lists at cahir.net  Thu Jun  4 16:05:59 2009
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Thu, 4 Jun 2009 16:05:59 -0400
Subject: [rt-users] Asset Tracker
Message-ID: <35ccbd010906041305p79e2930cj8ab47895622b143c@mail.gmail.com>

I was just looking at the Asset Tracker package and reading through the
threads in the archives.

Does anyone have any screenshots on what it looks like in 3.8.x?

Second question is what is the DB structure for the assets, specifically
what fields available?

Steve
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From falcone at bestpractical.com  Thu Jun  4 16:28:29 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 4 Jun 2009 16:28:29 -0400
Subject: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?
In-Reply-To: <4a280021.2c8.e9c.28cc@cnc.bc.ca>
References: <4a280021.2c8.e9c.28cc@cnc.bc.ca>
Message-ID: <11C67972-8666-4765-A1E3-03A5CF466A87@bestpractical.com>

On Jun 4, 2009, at 1:10 PM, Kevin Gagel wrote:

> Can anyone tell me if there is a way to autologin to RT when we're  
> using LDAP?
>
> I have other web based utilities that I've managed to configure the  
> browser to auto login to that console. I'd like to extend that to  
> RT. Any pointers on how or any how to on that subject?

You should be able to use mod_auth_kerb and apache to do this.

-kevin


From gagel at cnc.bc.ca  Thu Jun  4 16:31:39 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Thu, 04 Jun 2009 13:31:39 -0700
Subject: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?
Message-ID: <4a282f2b.2c8.c30.729b@cnc.bc.ca>

That looks like a viable option if I can't figure it out using the RT_External_Auth module.

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] Anyway to autologin to RT 3.8.2 with LDAP?
From: Kevin Falcone <falcone at bestpractical.com>
To: RT Users <RT-Users at lists.bestpractical.com>
Date: 04/06/2009 1:28 PM

On Jun 4, 2009, at 1:10 PM, Kevin Gagel wrote: 
 
> Can anyone tell me if there is a way to autologin to RT when we're 
> using LDAP? 
> 
> I have other web based utilities that I've managed to configure the 
> browser to auto login to that console. I'd like to extend that to 
> RT. Any pointers on how or any how to on that subject? 
 
You should be able to use mod_auth_kerb and apache to do this. 
 
-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 
 
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From ggreene at minervanetworks.com  Thu Jun  4 16:37:38 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Thu, 4 Jun 2009 13:37:38 -0700
Subject: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?
In-Reply-To: <4a282f2b.2c8.c30.729b@cnc.bc.ca>
References: <4a282f2b.2c8.c30.729b@cnc.bc.ca>
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B0235EA4A@scmail-00.minervanetworks.com>

________________________________

	From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Gagel
	Sent: Thursday, June 04, 2009 1:32 PM
	To: RT Users
	Subject: Re: [rt-users] Anyway to autologin to RT 3.8.2 with LDAP?
	
	
	That looks like a viable option if I can't figure it out using the RT_External_Auth module.
	
	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] Anyway to autologin to RT 3.8.2 with LDAP? 
	From: Kevin Falcone <falcone at bestpractical.com> 
	To: RT Users <RT-Users at lists.bestpractical.com> 
	Date: 04/06/2009 1:28 PM
	
	On Jun 4, 2009, at 1:10 PM, Kevin Gagel wrote:
	
	> Can anyone tell me if there is a way to autologin to RT when we're
	> using LDAP?
	>
	> I have other web based utilities that I've managed to configure the
	> browser to auto login to that console. I'd like to extend that to
	> RT. Any pointers on how or any how to on that subject?
	
	You should be able to use mod_auth_kerb and apache to do this.
	
	-kevin
	 

LDAP alone cannot make SSO work, since you need some sort of cookie aspect to allow the browser to authenticate you, thus why Kevin Falcone suggested Krb5 which more than a few browsers understand how to use against the mod_auth_kerb module.
 

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


 
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From ruslan.zakirov at gmail.com  Thu Jun  4 16:46:12 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 5 Jun 2009 00:46:12 +0400
Subject: [rt-users] Scrip Action clarification
In-Reply-To: <19fa96670906040839r42403f53x1bd152ae0b04568@mail.gmail.com>
References: <19fa96670906040746q3429ff26i4c61e6014eccd1a2@mail.gmail.com>
	<20090604144821.GA18879@it.is.rice.edu>
	<19fa96670906040751p3a06e421gafa7e2055b784acd@mail.gmail.com>
	<20090604145951.GB18879@it.is.rice.edu>
	<19fa96670906040839r42403f53x1bd152ae0b04568@mail.gmail.com>
Message-ID: <589c94400906041346r389ea546wcd756d63b97121d2@mail.gmail.com>

NO. The only difference is the reply address of an email that is send
out of RT (notification). Reply using MUA to a comment email will end
up in RT as a comment otherwise it would be a reply.

On Thu, Jun 4, 2009 at 7:39 PM, GravyFace <gravyface at gmail.com> wrote:
> Thanks, Ken.
>
> On Thu, Jun 4, 2009 at 10:59 AM, Kenneth Marshall <ktm at rice.edu> wrote:
>> Yes.
>>
>> Ken
>>
>> On Thu, Jun 04, 2009 at 10:51:58AM -0400, GravyFace wrote:
>>> Ok, so "Notify AdminCcs" would be correspondence that the requestor would see?
>>>
>>> On Thu, Jun 4, 2009 at 10:48 AM, Kenneth Marshall <ktm at rice.edu> wrote:
>>> > A reply to the second one will go in as a comment, not a reply.
>>> >
>>> > Cheers,
>>> > Ken
>>> >
>>> > On Thu, Jun 04, 2009 at 10:46:28AM -0400, GravyFace wrote:
>>> >> Can someone clarify what the difference is between "Notify AdminCcs"
>>> >> and "Notify AdminCcs as Comment"?
>>> >> _______________________________________________
>>> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> >>
>>> >> Community help: http://wiki.bestpractical.com
>>> >> Commercial support: 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 Kendric.Beachey at garmin.com  Thu Jun  4 16:48:08 2009
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 4 Jun 2009 15:48:08 -0500
Subject: [rt-users] RT 3.6.5 -- can I make URLs in ticket history clickable?
Message-ID: <D46F068180D9AE4AA2EE6583C4158DDF08EDA5A1@kildonan.ad.garmin.com>

I'm working on an upgrade from 2.0.11 to 3.6.5 (that's what the admins
gave me) and getting all the pieces in place.

Sometimes our users include urls in their replies, and our old 2.0.11 RT
automatically turns these into clickable hyperlinks.  The new one is not
doing this.  Is there a config setting or something that I am missing?

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 jwinder at logicalsi.com  Thu Jun  4 17:10:58 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Thu, 04 Jun 2009 17:10:58 -0400
Subject: [rt-users] Making RT and Altiris play nice
Message-ID: <1244149858.29154.217.camel@jwinder-workstation>

When we started talking about implementing RT it was to solve an issue
we have between our help desk and the help desk of our biggest customer.
The idea was to have their Altiris system send emails to our RT install
regarding issues we needed to deal with, and for RT to be able to keep
their Altiris system updated as to whether the ticket was rejected or
completed by us.

One of the unforeseen issues is the email loop caused by both systems
tracking email correspondence by ticket number in the subject. Altiris
sets the subject to something like:

Medium Incident #11495 has been reassigned by Somebody

So of course our RT makes it:

[rt.local #104] Medium Incident #11495 has been reassigned by Somebody

Anytime the Altiris system updates their ticket we create a new one and
anytime RT updates our ticket they create a new one.

If anyone has ideas around this issue, I would love to hear them.

Thanks in advance,

Jeremy



From toml at bitstatement.net  Thu Jun  4 17:17:48 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 04 Jun 2009 14:17:48 -0700
Subject: [rt-users] Making RT and Altiris play nice
In-Reply-To: <1244149858.29154.217.camel@jwinder-workstation>
References: <1244149858.29154.217.camel@jwinder-workstation>
Message-ID: <4A2839FC.2090301@bitstatement.net>

> Medium Incident #11495 has been reassigned by Somebody
> 
> So of course our RT makes it:
> 
> [rt.local #104] Medium Incident #11495 has been reassigned by Somebody
> 
> Anytime the Altiris system updates their ticket we create a new one and
> anytime RT updates our ticket they create a new one.
> 
> If anyone has ideas around this issue, I would love to hear them.

You need a script at both ends to massage the outgoing subject into the one
needed by the other end, after it comes out of the tracking system in
question.  It would need to store ticket number associations for future
emails, possibly in a database table.  You could attach this script to a
special email alias just for this purpose on both ends, which then generates
a new email with the desired subject line to the real email address for the
tracking system.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From ktm at rice.edu  Thu Jun  4 17:34:27 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 4 Jun 2009 16:34:27 -0500
Subject: [rt-users] Scrip Action clarification
In-Reply-To: <589c94400906041346r389ea546wcd756d63b97121d2@mail.gmail.com>
References: <19fa96670906040746q3429ff26i4c61e6014eccd1a2@mail.gmail.com>
	<20090604144821.GA18879@it.is.rice.edu>
	<19fa96670906040751p3a06e421gafa7e2055b784acd@mail.gmail.com>
	<20090604145951.GB18879@it.is.rice.edu>
	<19fa96670906040839r42403f53x1bd152ae0b04568@mail.gmail.com>
	<589c94400906041346r389ea546wcd756d63b97121d2@mail.gmail.com>
Message-ID: <20090604213427.GI18879@it.is.rice.edu>

Right, that is what I meant but you stated it more accurately.

Cheers,
Ken

On Fri, Jun 05, 2009 at 12:46:12AM +0400, Ruslan Zakirov wrote:
> NO. The only difference is the reply address of an email that is send
> out of RT (notification). Reply using MUA to a comment email will end
> up in RT as a comment otherwise it would be a reply.
> 
> On Thu, Jun 4, 2009 at 7:39 PM, GravyFace <gravyface at gmail.com> wrote:
> > Thanks, Ken.
> >
> > On Thu, Jun 4, 2009 at 10:59 AM, Kenneth Marshall <ktm at rice.edu> wrote:
> >> Yes.
> >>
> >> Ken
> >>
> >> On Thu, Jun 04, 2009 at 10:51:58AM -0400, GravyFace wrote:
> >>> Ok, so "Notify AdminCcs" would be correspondence that the requestor would see?
> >>>
> >>> On Thu, Jun 4, 2009 at 10:48 AM, Kenneth Marshall <ktm at rice.edu> wrote:
> >>> > A reply to the second one will go in as a comment, not a reply.
> >>> >
> >>> > Cheers,
> >>> > Ken
> >>> >
> >>> > On Thu, Jun 04, 2009 at 10:46:28AM -0400, GravyFace wrote:
> >>> >> Can someone clarify what the difference is between "Notify AdminCcs"
> >>> >> and "Notify AdminCcs as Comment"?
> >>> >> _______________________________________________
> >>> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>> >>
> >>> >> Community help: http://wiki.bestpractical.com
> >>> >> Commercial support: 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 jay at ecastnetwork.com  Thu Jun  4 17:11:01 2009
From: jay at ecastnetwork.com (Jay Vlavianos)
Date: Thu, 4 Jun 2009 14:11:01 -0700
Subject: [rt-users] Error installing fresh RT 3.8.3
Message-ID: <B973CC4C9A104442ABFC1FE35631118206BF0D33@arius.corp.ecastinc.com>

I have been working on getting all of my dependencies installed and now
when I include the VirtualHost for the RT site in apache, apache dies
with the following error:

		[Thu Jun 04 03:22:48 2009] [error] Global $r object is
not available. Set:\n\tPerlOptions +GlobalRequest\nin httpd.conf at
/usr/lib/perl5/site_perl/5.8.8/Apache/DBI.pm line 144.\nCompilation
failed in require at (eval 5) line 1.\n
		[Thu Jun 04 03:22:48 2009] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server newrt.corp.ecastinc.com:0, exiting...

I plugged in the supposed fix I found on gossamer forums for the
webmux.pl to add the Apache::Request to fix it, but then apache barfs
with:

		[Thu Jun 04 03:21:25 2009] [error] Can't locate
Apache/RequestUtil.pm in @INC (@INC contains: /opt/rt3/bin/../local/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 . /usr/local/apache2) at /opt/rt3/bin/webmux.pl
line 92.\nCompilation failed in require at (eval 5) line 1.\n
		[Thu Jun 04 03:21:25 2009] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server newrt.corp.ecastinc.com:0, exiting...

Even though I have linked the RequestUtil.pm into the @INC path.

Is this an artifact from running new the RT 3.8.3?

Running on Apache 2.2.x with mod_perl2.

Thanks!
-Jay

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From ranatanveer at gmail.com  Thu Jun  4 18:37:45 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Fri, 5 Jun 2009 04:37:45 +0600
Subject: [rt-users] Only Plain Text Mails.
In-Reply-To: <2282948c0906011718u55faf1e1yd4e3ffcc87fb2c8f@mail.gmail.com>
References: <2282948c0905302132u29498983sd31e4dfe7835cec5@mail.gmail.com>
	<2282948c0906011718u55faf1e1yd4e3ffcc87fb2c8f@mail.gmail.com>
Message-ID: <2282948c0906041537t7fdad339if4f041760dd3e5e2@mail.gmail.com>

Hi

I have added Content-Type: text/html below to RT-Attach-Message: Yes
like:

RT-Attach-Message: Yes
Content-Type: text/html

Now RT is sending mails in html but behavior of ticket creation and
replies is changed.
is there any way to use Content-Type: text/html? in templates so
default behavoviour dies not change. now i am getting mails like this.

=====================================
...
To: undisclosed-recipients:;

This is a multi-part message in MIME format...

------------=_1244127537-8544-41
Content-type: multipart/alternative;
boundary="----------=_1244127537-8544-40"
Content-Transfer-Encoding: 8bit

This is a multi-part message in MIME format...

------------=_1244127537-8544-40
RT-Attach-Message: Yes
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8



------------=_1244127537-8544-40
Content-Type: text/html; charset="utf-8"
X-RT-Original-Encoding: utf-8

<URL:
https://ticket.mypublicdomain.com/Ticket/Display.html?id=34104

>

<pre>
</pre>

------------=_1244127537-8544-40--

------------=_1244127537-8544-41
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: 7bit
RT-Attachment: 34104/955621/1213614

AOA Sir,

This is test message


------------=_1244127537-8544-41
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: 7bit
RT-Attachment: 34104/955621/1213615

[Attachment stripped: Original attachment type: "application/zip", name:
"HEALTH CARDS SCAN 01.zip"]
------------=_1244127537-8544-41--

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

I have tried different methods mentioned in wiki of templates but no help.

can someone guide how to set the templates ?

or  RT 3.8.2  is buggy ? as these kind of problem never come in any
previous versions.



On Tue, Jun 2, 2009 at 6:18 AM, Rana Tanveer <ranatanveer at gmail.com> wrote:
>
> Hi Kavin
>
>
> I have tried hard to implement according to your advise. but unfortunately it does not work or may i did something wrong.
>
> http://code.bestpractical.com/bps-public/rt/3.8/trunk/docs/templates.pod
>
> can you please give me some exact example so that i use that with little modification.
>
> I have spent 10 hours for this task to sent mails in text/html.
>
> i am thinking about to modify SendEmail.pm, as this was not the right way to deal with so i did not change this file. as it is clearly mentioned here that for security reason we only send textual mails.
>
> can you please help ?
>
> Part of the
>
> /usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm
>
> # For security reasons, we only send out textual mails.
> foreach my $part ( grep !$_->is_multipart, $MIMEObj->parts_DFS ) {
> .
> .
> .
>
> On May 31, 2009, at 12:32 AM, Rana Tanveer wrote:
>
> > I am using RT 3.8.2, but RT is sending only plain text messages.
>
> Please read docs/templates.pod in your RT tarball which
> describes the steps necessary to generate outgoing HTML
> email (the settings below only affect display of mail within
> RT)
>
> -kevin
>
>
> >
> > i used below setting but same result.
> >
> > Set($PreferRichText, 1);
> > Set($MessageBoxRichText, 1);
> > Set($MessageBoxRichTextHeight, 200);
> >
> > I even try to search mailing lists but no luck.
> >
> > could anyone guide me what is wrong, or what might should i have to
> > use ?
> >
> > --
> > ---------------------------------------------
> > Rana Tanveer
> > +923224194457
> > http://www.sysadminsline.com
> > ---------------------------------------------
>
> On Sun, May 31, 2009 at 10:32 AM, Rana Tanveer <ranatanveer at gmail.com> wrote:
>>
>> Hi Every one.
>>
>> I am using RT 3.8.2, but RT is sending only plain text messages.
>>
>> i used below setting but same result.
>>
>> Set($PreferRichText, 1);
>> Set($MessageBoxRichText, 1);
>> Set($MessageBoxRichTextHeight, 200);
>>
>> I even try to search mailing lists but no luck.
>>
>> could anyone guide me what is wrong, or what might should i have to use ?
>> --
>> ---------------------------------------------
>> ??????????Rana Tanveer
>> ???????? +923224194457
>> http://www.sysadminsline.com
>> ---------------------------------------------
>
>
> --
> ---------------------------------------------
> ? ? ? ? ?Rana Tanveer
> ? ? ? ? +923224194457
> http://www.sysadminsline.com
> ---------------------------------------------



--
---------------------------------------------
? ? ? ? ?Rana Tanveer
? ? ? ? +923224194457
http://www.sysadminsline.com
---------------------------------------------


From smithj4 at bnl.gov  Thu Jun  4 18:53:27 2009
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Thu, 04 Jun 2009 18:53:27 -0400
Subject: [rt-users] Making RT and Altiris play nice
In-Reply-To: <4A2839FC.2090301@bitstatement.net>
References: <1244149858.29154.217.camel@jwinder-workstation>
	<4A2839FC.2090301@bitstatement.net>
Message-ID: <1244156007.5190.99.camel@smith.racf.bnl.gov>

On Thu, 2009-06-04 at 14:17 -0700, Tom Lahti wrote:
> > Medium Incident #11495 has been reassigned by Somebody
> > 
> > So of course our RT makes it:
> > 
> > [rt.local #104] Medium Incident #11495 has been reassigned by Somebody
> > 
> > Anytime the Altiris system updates their ticket we create a new one and
> > anytime RT updates our ticket they create a new one.
> > 
> > If anyone has ideas around this issue, I would love to hear them.
> 
> You need a script at both ends to massage the outgoing subject into the one
> needed by the other end, after it comes out of the tracking system in
> question.  It would need to store ticket number associations for future
> emails, possibly in a database table.  You could attach this script to a
> special email alias just for this purpose on both ends, which then generates
> a new email with the desired subject line to the real email address for the
> tracking system.

We have a system setup here to receive emails from a few different
ticketing systems (FootPrints, Remedy & GGUS).  Our system works with a
few coordinated pieces, using custom fields in RT to store the other
ticketing system's identifier.

1.  A scrip in RT is triggered on transactions and when a message is
present it scans the message subject for an appropriate regex pattern
that identifies an external ticketing system and saves the identifier in
a custom field.

2.  A procmail filter script that processes all incoming email before it
is passed to the rt-mailgate.  This filter does the same subject search
for the external ticketing system's identifier.  When an identifier is
found, the RT API is used to perform a search on the appropriate custom
field.  When a matching ticket is found, the email subject is modified
to insert our RT ticket identifier for that matching ticket number,
which allows the rt-mailgate to route the email to the correct RT
ticket.  This filter, if necessary, will also modify the ticket subject
directly in RT to contain the identifier of all ticket systems, so email
sent by RT should be accepted by the other ticket systems and routed
properly (assuming that they tag email subjects with their identifiers
just like RT does).

To prevent mail loops, we need to have NotifyActor disabled on our RT
server.  Also, since some other ticket systems have their equivalent of
NotifyActor enabled, emails we receive for resolved RT tickets have our
RT address modified to the comment address to prevent reopening tickets.
Otherwise the resolved email RT sends would reopen the ticket when the
other ticketing system echos that email back to us.

~Jason


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

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From ruslan.zakirov at gmail.com  Thu Jun  4 19:04:34 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 5 Jun 2009 03:04:34 +0400
Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2
In-Reply-To: <4A27F524.9040605@lbl.gov>
References: <4A26EB51.1080903@rice.edu>
	<3BBAC6B669B5FB4E9CB7E7C3BEF58A6D13221E3E@bn-scl-be02.Cudanet.local>
	<4A27F524.9040605@lbl.gov>
Message-ID: <589c94400906041604v53c67862q7121077bb84d98f8@mail.gmail.com>

Ken, to cleanup the mess you can use MergeUsersHistory extesion. From
the beginning I want to note that it's been tested only on RT 3.8 and
it's recommended to check changes it makes very carefully. I suggest
you to do it as part of migration from 3.6 to 3.8 with careful testing
of everything.

If you know that later you wouldn't have duplicates because of
canonicalization (LDAP or some other way) then it's all you need. You
even can delete duplicates from DB using shredder.

Otherwise MergeUsers extension can be used to make two accounts in
RT's Users table behave like one.

On Thu, Jun 4, 2009 at 8:24 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
> Cass,
>
> ??? You mentioned in your response that when you went to 3.8 you had trouble
> with multiple users of the same email address. I have a similar problem.
> ??? I am on 3.6.4 and have a bunch of users out there with the email address
> as the User Name due to them being added automatically as watchers. When
> they sign on (Using LDAP) at a later date, they get a new UserID, correct
> name, SAME Email address. Now I have 2 id's for the same user. I want to
> clean that mess up before I upgrade to 3.8.
> ??? So, how did you go about cleaning up the mess?
> ??? Also, do you have any suggestions on how to config my RT so that when a
> User is added automatically as a watcher, RT will create a real User Name
> and NOT use the Email address? Thanks.
>
> Kenn
> LBNL
>
> On 6/3/2009 3:06 PM, Cassandra L. Brockett wrote:
>
> ((Apologies for top-posting, but it's just easier at the moment for me to
> use outlook to send email))
>
> I can answer a few of your questsions:-
> 1) Users with multiple email addresses on our system become one single user,
> the LDAP query finds the one user responsible for the email address, and
> just link the submitted ticket to the correct ID.
>
> 2) You cannot have multiple RT accounts with the same email address in the
> system, we had a lot of cleanup when we migrated to 3.8.2 from a badly
> botched install of 3.6, and this was our biggest hassle.
>
> 3) I have AutoCreateNonExternalUsers on, but that's mostly because of the
> nature of the business my company is in :)  However, the system seems to
> work fine with that disabled, and it doesn't autocreate any non-LDAP
> accounts unless you do so yourself.
>
> On another level, I know you'll hear this from a lot of angles, but it
> always deserves to be said... You should try this sort of thing out on a
> test system before setting it up in production...  Especially when dealing
> with things like authentication, you really want to make sure youself that
> it does what you want it to do...
>
> --
> Cass
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure
> Sent: Wednesday, June 03, 2009 2:30 PM
> To: rt-users at lists.bestpractical.com
> Cc: Susan McClure
> Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2
>
> I have been reading the postings about RT-Authen-ExternalAuth but am
> confused on what appears to be some conflicting setup information.
>
> I am using:
>   RT 3.8.2
>   RT-Authen-ExternalAuth 0.08
>
> I would like to use LDAP for authentication and information first, and that
> part seems to work OK.
> But  I also would like to:
>   - add LOCAL users to RT internal DB (i.e; test and test-admin type
> accounts)
>   - NOT autocreate a new RT account, if we receive an email from a user that
> is unknown in local RT or LDAP.
>   - NOT make multiple accounts for a user's multiple email aliases.
> (Our ldap contains several email addresses for each user (uid) )
>
>
> When I try to add a local account through the Web(using Root,
> Configuration->Users->Create). I receive the error "Name in Use"
> The username I am trying to create is NOT in existence, but the email for
> that new account IS.
>
> My  error_log shows:
> ==================================
>
>
> [Tue Jun  2 17:45:21 2009] [debug]: User Check Failed :: ( My_LDAP )
> root User not found
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth/LDAP.pm:318)
> [Tue Jun  2 17:45:21 2009] [debug]: Autohandler called ExternalAuth.
> Response: (0, No User)
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> html/Callbacks/ExternalAuth/autohandler/Auth:26)
> [Tue Jun  2 17:45:21 2009] [info]: Successful login for root from
> 168.7.56.227 (/usr/site/rt-3.8/PROD/share/html/autohandler:276)
> [Tue Jun  2 17:46:40 2009] [debug]: /ServiceUpdate/Elements/Header
> calls old style callback, use $m->callback
> (/usr/site/rt-3.8/PROD/share/html/Elements/Callback:51)
> [Tue Jun  2 17:46:40 2009] [crit]: HasRight called with no valid
> object (/usr/site/rt-3.8/PROD/bin/../lib/RT/Principal_Overlay.pm:322)
> [Tue Jun  2 17:51:36 2009] [debug]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
> /opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/l
> ib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: ,
> City: , Comments: Admin Authority Level Account for RT,
> ContactInfoSystem: , Country: , Disabled: 0, EmailAddress:
> smcclure at rice.edu, EmailEncoding: , ExternalAuthId: ,
> ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: ,
> Lang: en, MobilePhone: , Name: smcclure-admin, NickName:
> Smcclure-Admin,
> Organization: , PagerPhone: , Privileged: 1, RealName: Susan McClure,
> Signature: , State: ,
> WebEncoding: , WorkPhone: , Zip:
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:450)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to get user info using
> this external service: My_LDAP
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:458)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this
> canonicalization key: Name
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base:
> ou=People,dc=rice,dc=edu == Filter:
> (&(objectclass=*)(uid=smcclure-admin)) == Attrs:
> Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,
> physicalDeliveryOfficeName,uid
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this
> canonicalization key: EmailAddress
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base:
> ou=People,dc=rice,dc=edu == Filter:
> (&(objectclass=*)(mail=smcclure at rice.edu)) == Attrs:
> Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,
> physicalDeliveryOfficeName,uid
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jun  2 17:51:36 2009] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning
> Address1: 6100 Main Street, Address2: , AuthSystem: , City: ,
> Comments: Admin Authority Level Account for RT, ContactInfoSystem: ,
> Country: , Disabled: 0, EmailAddress: smcclure at rice.edu,
> EmailEncoding: , ExternalAuthId: smcclure, ExternalContactInfoId: ,
> FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: ,
> Name: smcclure, NickName: Smcclure-Admin,
> Organization: 222 Mudd Building, PagerPhone: , Privileged: 1,
> RealName: McClure, Susan, Signature: , State: , WebEncoding: ,
> WorkPhone: 713-348-4852, Zip: 77005
> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
> lib/RT/Authen/ExternalAuth.pm:536)
>
>
> ==============
>
> My Current RT_SiteConfig.pm for LDAP and External Auth has
> ====================================
> Set(@Plugins,qw(RT::FM RT::IR RT::Authen::ExternalAuth .......
>
> and for LDAP
> #  special options for various plugins
> #  Authen::ExternalAuth
> Set($ExternalAuthPriority, ['My_LDAP'] ); Set($ExternalInfoPriority,
> ['My_LDAP'] );
> Set($ExternalServiceUsesSSLorTLS,    1);
> Set($ExternalSettings,      {
>                                       'My_LDAP'     =>  {   ## GENERIC
> SECTION
>                                                'type'
>    =>  'ldap',
>                                                'server'
>    =>  'ldap.rice.edu',
>                                                'user'
>    =>  'cn=requesttracker,ou=Service Accounts,dc=rice,dc=edu',
>      ..... etc etc .........
> .................
> And the LDAP Attributes mappings:
>
>
> ## RT ATTRIBUTE MATCHING SECTION
>                                                # The list of RT attributes
> that uniquely identify a user
>                                                # This example shows what you
> *can* specify.. I recommend reducing this
>                                                # to just the Name and
> EmailAddress to save encountering problems later.
>                                                'attr_match_list'
> => [    'Name',
>
> 'EmailAddress',
>
> 'RealName',
>                                                        			
> 'WorkPhone',
> 										   'Address2'
>
> ],
>                                                # The mapping of RT
> attributes on to LDAP attributes
>                                                 'attr_map'              =>
> {   'Name' => 'uid',
>
> 'EmailAddress' => 'mail',
>
> 'Organization' => 'physicalDeliveryOfficeName',
>
> 'RealName' => 'cn',
>
> 'ExternalAuthId' => 'uid',
>
> 'Gecos' => 'gecos',
>
> 'WorkPhone' => 'telephoneNumber',
>
> 'Address1' => 'postalAddress',
>
> 'City' => 'Houston',
>
> 'State' => 'TX',
>
> 'Zip' => 'postalCode'
>
> }
>                                                              }
> 	                         }
>
> );
>
>
> ===================
>
> Looking at all the postings, I am afraid that if I add:
>
> ==> Set($AutoCreateNonExternalUsers,    1);
>
> That I will automatically MAKE a new account for users that send email or
> authenticate in some way other than being in our LDAP.
>
> Can someone clarify the different options to help me get the setup I want
> please?
>
> Thanks
>
> Susie McClure
>
> smcclure at rice.edu
>
>
> ----------------------------------
> Check out the Barracuda Spam & Virus Firewall - offering the fastest
> virus & malware protection in the industry: www.barracudanetworks.com/spam
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From cbrockett at barracuda.com  Thu Jun  4 19:21:40 2009
From: cbrockett at barracuda.com (Cassandra L. Brockett)
Date: Thu, 4 Jun 2009 16:21:40 -0700
Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2
In-Reply-To: <4A27F524.9040605@lbl.gov>
References: <4A26EB51.1080903@rice.edu>
	<3BBAC6B669B5FB4E9CB7E7C3BEF58A6D13221E3E@bn-scl-be02.Cudanet.local>
	<4A27F524.9040605@lbl.gov>
Message-ID: <3BBAC6B669B5FB4E9CB7E7C3BEF58A6D13221E41@bn-scl-be02.Cudanet.local>

Sorry, always something coming up, finally got around to my email today... only 9 hours late :)

Unfortunately, my "solution" is one that really only works in larger-IT organizations... I had one of my helpdesk people sit down and manually fix all the db entries for multiple users... I saw a message regarding a plugin for RT, and that would probably have been a better idea :)

In terms of the watcher situation, the account is created correctly for us, but the display name is the username unless the user has rights in RT.  We did have it not creating correctly originally, but with the new system and the new ExternalAuth version, I re-configured the LDAP query, so it's likely the new one we use works right for us... we're AD backed here, so just in case, here's a RT_SiteConfig.pm snippet for you:-

                        # The filter to use to match RT-Users
                        'filter'                =>  '(&(objectClass=User)(objectCategory=Person))',
                        # The filter that will only match disabled users
                        'd_filter'              =>  '(&(objectClass=User)(objectCategory=Person)(userAccountControl:1.2.840.113556.1.4.803:=2))',
                        # Should we try to use TLS to encrypt connections?
                        'tls'                   =>  0,
                        # What other args should I pass to Net::LDAP->new($host, at args)?
                        'net_ldap_args'         => [ version =>  3 ],
                        # Does authentication depend on group membership? What group name?
                        #'group'                =>  'GROUP_NAME',
                        # What is the attribute for the group object that determines membership?
                        #'group_attr'           =>  'GROUP_ATTR',
                        ## RT ATTRIBUTE MATCHING SECTION
                        # The list of RT attributes that uniquely identify a user
                        #'attr_match_list'         => [ 'Name',
                        #                               'EmailAddress',
                        #                               'RealName',
                        #                               'WorkPhone',
                        #                               'Address2'
                        #                               ],
                        'attr_match_list'          => [ 'Name',
                                                        'EmailAddress',
                                                        ],
                        # The mapping of RT attributes on to LDAP attributes
                        'attr_map'                =>  {         'Name'                  => 'sAMAccountName',
                                                                'EmailAddress'          => 'mail',
                                                                'Organization'          => 'physicalDeliveryOfficeName',
                                                                'RealName'              => 'cn',
                                                                'ExternalAuthId'        => 'sAMAccountName',
                                                                'Gecos'                 => 'sAMAccountName',
                                                                'WorkPhone'             => 'telephoneNumber',
                                                                'Address1'              => 'streetAddress',
                                                                'City'                  => 'l',
                                                                'State'                 => 'st',
                                                                'Zip'                   => 'postalCode',
                                                                'Country'               => 'co'
                                                        }
                    }

I've also included the section for enabled/disabled users as it took me a while to get that working as we wanted... I just haven't had the time to put it in the RT wiki, maybe someone else will be nice and include it for me :)

The above was worked out over a few weeks to work perfectly for our environment, so YMMV, but I suspect it should handle any standard AD "ldap" :)

--
Cass


From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Thursday, June 04, 2009 9:24 AM
To: Cassandra L. Brockett
Cc: 'Susan McClure'; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2

Cass,

    You mentioned in your response that when you went to 3.8 you had trouble with multiple users of the same email address. I have a similar problem.
    I am on 3.6.4 and have a bunch of users out there with the email address as the User Name due to them being added automatically as watchers. When they sign on (Using LDAP) at a later date, they get a new UserID, correct name, SAME Email address. Now I have 2 id's for the same user. I want to clean that mess up before I upgrade to 3.8.
    So, how did you go about cleaning up the mess?
    Also, do you have any suggestions on how to config my RT so that when a User is added automatically as a watcher, RT will create a real User Name and NOT use the Email address? Thanks.

Kenn
LBNL

On 6/3/2009 3:06 PM, Cassandra L. Brockett wrote:

((Apologies for top-posting, but it's just easier at the moment for me to use outlook to send email))



I can answer a few of your questsions:-

1) Users with multiple email addresses on our system become one single user, the LDAP query finds the one user responsible for the email address, and just link the submitted ticket to the correct ID.



2) You cannot have multiple RT accounts with the same email address in the system, we had a lot of cleanup when we migrated to 3.8.2 from a badly botched install of 3.6, and this was our biggest hassle.



3) I have AutoCreateNonExternalUsers on, but that's mostly because of the nature of the business my company is in :)  However, the system seems to work fine with that disabled, and it doesn't autocreate any non-LDAP accounts unless you do so yourself.



On another level, I know you'll hear this from a lot of angles, but it always deserves to be said... You should try this sort of thing out on a test system before setting it up in production...  Especially when dealing with things like authentication, you really want to make sure youself that it does what you want it to do...



--

Cass





-----Original Message-----

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure

Sent: Wednesday, June 03, 2009 2:30 PM

To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>

Cc: Susan McClure

Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2



I have been reading the postings about RT-Authen-ExternalAuth but am confused on what appears to be some conflicting setup information.



I am using:

  RT 3.8.2

  RT-Authen-ExternalAuth 0.08



I would like to use LDAP for authentication and information first, and that part seems to work OK.

But  I also would like to:

  - add LOCAL users to RT internal DB (i.e; test and test-admin type

accounts)

  - NOT autocreate a new RT account, if we receive an email from a user that is unknown in local RT or LDAP.

  - NOT make multiple accounts for a user's multiple email aliases.

(Our ldap contains several email addresses for each user (uid) )





When I try to add a local account through the Web(using Root,

Configuration->Users->Create). I receive the error "Name in Use"

The username I am trying to create is NOT in existence, but the email for that new account IS.



My  error_log shows:

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



[Tue Jun  2 17:45:21 2009] [debug]: User Check Failed :: ( My_LDAP )

root User not found

(/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/

lib/RT/Authen/ExternalAuth/LDAP.pm:318)

[Tue Jun  2 17:45:21 2009] [debug]: Autohandler called ExternalAuth.

Response: (0, No User)

(/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/

html/Callbacks/ExternalAuth/autohandler/Auth:26)

[Tue Jun  2 17:45:21 2009] [info]: Successful login for root from

168.7.56.227 (/usr/site/rt-3.8/PROD/share/html/autohandler:276)

[Tue Jun  2 17:46:40 2009] [debug]: /ServiceUpdate/Elements/Header

calls old style callback, use $m->callback

(/usr/site/rt-3.8/PROD/share/html/Elements/Callback:51)

[Tue Jun  2 17:46:40 2009] [crit]: HasRight called with no valid

object (/usr/site/rt-3.8/PROD/bin/../lib/RT/Principal_Overlay.pm:322)

[Tue Jun  2 17:51:36 2009] [debug]:

RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User

/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/l

ib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: ,

City: , Comments: Admin Authority Level Account for RT,

ContactInfoSystem: , Country: , Disabled: 0, EmailAddress:

smcclure at rice.edu<mailto:smcclure at rice.edu>, EmailEncoding: , ExternalAuthId: ,

ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: ,

Lang: en, MobilePhone: , Name: smcclure-admin, NickName:

Smcclure-Admin,

Organization: , PagerPhone: , Privileged: 1, RealName: Susan McClure,

Signature: , State: ,

WebEncoding: , WorkPhone: , Zip:

(/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/

lib/RT/Authen/ExternalAuth.pm:450)

[Tue Jun  2 17:51:36 2009] [debug]: Attempting to get user info using

this external service: My_LDAP

(/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/

lib/RT/Authen/ExternalAuth.pm:458)

[Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this

canonicalization key: Name

(/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/

lib/RT/Authen/ExternalAuth.pm:472)

[Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base:

ou=People,dc=rice,dc=edu == Filter:

(&(objectclass=*)(uid=smcclure-admin)) == Attrs:

Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,

physicalDeliveryOfficeName,uid

(/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/

lib/RT/Authen/ExternalAuth/LDAP.pm:195)

[Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this

canonicalization key: EmailAddress

(/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/

lib/RT/Authen/ExternalAuth.pm:472)

[Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base:

ou=People,dc=rice,dc=edu == Filter:

(&(objectclass=*)(mail=smcclure at rice.edu<mailto:mail=smcclure at rice.edu>)) == Attrs:

Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,

physicalDeliveryOfficeName,uid

(/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/

lib/RT/Authen/ExternalAuth/LDAP.pm:195)

[Tue Jun  2 17:51:36 2009] [info]:

RT::Authen::ExternalAuth::CanonicalizeUserInfo returning

Address1: 6100 Main Street, Address2: , AuthSystem: , City: ,

Comments: Admin Authority Level Account for RT, ContactInfoSystem: ,

Country: , Disabled: 0, EmailAddress: smcclure at rice.edu<mailto:smcclure at rice.edu>,

EmailEncoding: , ExternalAuthId: smcclure, ExternalContactInfoId: ,

FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: ,

Name: smcclure, NickName: Smcclure-Admin,

Organization: 222 Mudd Building, PagerPhone: , Privileged: 1,

RealName: McClure, Susan, Signature: , State: , WebEncoding: ,

WorkPhone: 713-348-4852, Zip: 77005

(/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/

lib/RT/Authen/ExternalAuth.pm:536)



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



My Current RT_SiteConfig.pm for LDAP and External Auth has ====================================

Set(@Plugins,qw(RT::FM RT::IR RT::Authen::ExternalAuth .......



and for LDAP

#  special options for various plugins

#  Authen::ExternalAuth

Set($ExternalAuthPriority, ['My_LDAP'] ); Set($ExternalInfoPriority,  ['My_LDAP'] );

Set($ExternalServiceUsesSSLorTLS,    1);

Set($ExternalSettings,      {

                                      'My_LDAP'     =>  {   ## GENERIC

SECTION

                                               'type'

   =>  'ldap',

                                               'server'

   =>  'ldap.rice.edu',

                                               'user'

   =>  'cn=requesttracker,ou=Service Accounts,dc=rice,dc=edu',

     ..... etc etc .........

.................

And the LDAP Attributes mappings:



## RT ATTRIBUTE MATCHING SECTION

                                               # The list of RT attributes that uniquely identify a user

                                               # This example shows what you *can* specify.. I recommend reducing this

                                               # to just the Name and EmailAddress to save encountering problems later.

                                               'attr_match_list'           => [    'Name',

                                                                                   'EmailAddress',

                                                                                   'RealName',

                                                                                         'WorkPhone',

                                                                         'Address2'

                                                                               ],

                                               # The mapping of RT attributes on to LDAP attributes

                                                'attr_map'              =>  {   'Name' => 'uid',

                                                                                'EmailAddress' => 'mail',

                                                                                'Organization' => 'physicalDeliveryOfficeName',

                                                                                'RealName' => 'cn',

                                                                                'ExternalAuthId' => 'uid',

                                                                                'Gecos' => 'gecos',

                                                                                'WorkPhone' => 'telephoneNumber',

                                                                                'Address1' => 'postalAddress',

                                                                                'City' => 'Houston',

                                                                                'State' => 'TX',

                                                                                'Zip' => 'postalCode'

                                                                            }

                                                             }

                           }



);



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



Looking at all the postings, I am afraid that if I add:



==> Set($AutoCreateNonExternalUsers,    1);



That I will automatically MAKE a new account for users that send email or authenticate in some way other than being in our LDAP.



Can someone clarify the different options to help me get the setup I want please?



Thanks



Susie McClure



smcclure at rice.edu<mailto:smcclure at rice.edu>





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From jrhett at netconsonance.com  Thu Jun  4 21:27:01 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 4 Jun 2009 18:27:01 -0700
Subject: [rt-users] a couple bugs in RT 3.8.3
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
Message-ID: <BBFE68A3-AA1F-4DC3-BF11-B7CED124C1E0@netconsonance.com>

On Jun 4, 2009, at 5:44 AM, Guadagnino Cristiano wrote:
> -  the new "homepage refresh interval" option in "preferences"  
> doesn't work

This works for me.

> - when I'm root and I click on "configuration"->"users"- 
> >"whichever_user_name"->"History", I have this error message:
>
> Can't locate object method "Name" via package "No object mapping for  
> field" (perhaps you forgot to load "No object mapping for field"?)  
> at /opt/rt3/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT- 
> Extension-ForkTicket/Ticket/Elements/ShowTransaction/ModifyCommand  
> line 7.
>
> it seems the culprit is the "ForkTicket" extension? maybe it is  
> broken by the recent upgrade?

Yes, one of the callbacks is.   My hack was such: (note that this also  
disables Pre/Post-task which we don't use -- but you can easily add  
them back in)

--- ModifyCommand_orig  2009-02-19 11:42:06.000000000 -0800
+++ ModifyCommand       2009-06-02 15:49:50.000000000 -0700
@@ -4,10 +4,15 @@
  my $PosttaskURL = "[<a href=\"" . $ForkPath . "? 
CreateType=Posttask&QuoteTransaction=" . $Transaction->Id .  
"\">PostTask</a>]";
  my $CloneURL = "[<a href=\"" . $ForkPath . "? 
CreateType=Clone&QuoteTransaction=" . $Transaction->Id . "\">Clone</ 
a>]";

-if ($Transaction->Type =~ /^(Create|Correspond|Comment)$/ && $Ticket- 
 >QueueObj->Name !~ /^(Approval)$/ && $Transaction->TicketObj- 
 >CurrentUserHasRight('ModifyTicket')) {
-   $$titlebar_cmd .= $PretaskURL;
-   $$titlebar_cmd .= $PosttaskURL;
-   $$titlebar_cmd .= $CloneURL;
+if( ref( $Ticket->QueueObj ) ) {
+       if ($Transaction->Type =~ /^(Create|Correspond|Comment)$/ &&  
$Ticket->QueueObj->Name !~ /^(Approval)$/ && $Transaction->TicketObj- 
 >CurrentUserHasRight('ModifyTicket')) {
+               $$titlebar_cmd .= $CloneURL;
+       }
+}
+else {
+       if ($Transaction->Type =~ /^(Create|Correspond|Comment)$/ &&  
$Transaction->TicketObj->CurrentUserHasRight('ModifyTicket')) {
+               $$titlebar_cmd .= $CloneURL;
+       }
  }
  </%INIT>
  <%ARGS>




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



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From cgarcia at ific.uv.es  Fri Jun  5 03:55:50 2009
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Fri, 05 Jun 2009 09:55:50 +0200
Subject: [rt-users] Rights issue on Configuration -> Global -> RT at a
 glance on RT 3.8.2
In-Reply-To: <4A27EF63.80309@lbl.gov>
References: <4A2799BA.7070609@ific.uv.es> <4A27EF63.80309@lbl.gov>
Message-ID: <4A28CF86.6070707@ific.uv.es>

Hi Kenn, hi everybody,

Thank you for your answer. I was expecting the same behaviour as you. 
But for my unpleasant surprise, a user who only has
- "ShowConfigTab" global right for himself.
- "ShowAprovalsTab" global right for Privileged users. And
- "CreateTicket" and "SeeQueue" in some queues as Everyone's rights in 
those queues.
can do nothing harmful with the single exception of modifying the global 
RT at a glance.

This behaviour has surprised me probably as much as you. Because of it, 
I want that someone else checks this configuration in order to see 
whether it is my fault (I am doing something wrong) or it is a RT bug 
(this happens to everybody, but it shouldn't).

Greetings,
Carlos

PS: I found somewhere a RT installation for testing purposes, but users 
   grants, including root, where so restricted, that I couldn't 
reproduce the configuration I wanted.

Ken Crocker wrote:
> Carlos,
> 
>     I may be mistaken, butI think the "ShowConfigTab" merely allows the 
> user to see that tab and the functions under it. The user still needs to 
> have other rights (like "ShowTemplate" and "ModifyTemplate") in order to 
> see/modify templates and I'm sure the same situation exists for other 
> objects to be modified.
> 
> Kenn
> LBNL
> 
> On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote:
>> Sorry for posting this twice, but I'm trying to make it shorter.
>>
>> Please, can anyone confirm me that a user who only has the global 
>> right "ShowConfigTab" is able to modify the global RT at a glance?
>>
>> I'm using RT 3.8.2 and I would like to know if either I'm doing 
>> something wrong or this is the expected behaviour. If this were the 
>> second case, should this be considered a bug?
>>
>> For a longer explanation, attached you can find my previous message.
>>
>> Thanking you in advance,
>> Carlos
>>
>> ------------------------------------------------------------------------
>>
>> Subject:
>> [rt-users] Rights issue on Configuration -> Global -> RT at a glance 
>> on RT 3.8.2
>> From:
>> Carlos Garcia Montoro <cgarcia at ific.uv.es>
>> Date:
>> Fri, 29 May 2009 12:18:06 +0200
>> To:
>> rt-users at lists.bestpractical.com
>>
>> To:
>> rt-users at lists.bestpractical.com
>>
>>
>> Hello,
>>
>> I've a question/request about RT that I have been neither able to 
>> resolve from myself, nor have I found it at the RT wiki or googling 
>> this mailing list.
>>
>> I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). 
>> We have some departments that are autonomous of each other. Thus, I 
>> want to grant some privileges for every admin group of each 
>> department. I want to allow them to handle their own queues, groups, 
>> etc. But I also want not to allow them to modify others space. I have 
>> achieved this configuration, i.e. admins are only able to see their 
>> groups, admins can see all queues but they are only allowed to modify 
>> some properties (Cc, AdminCc,...)  of their own queues but not other 
>> queues. In order to do that I have granted them the global right 
>> "ShowConfigTab". Otherwise they had rights but they couldn't use them 
>> (they couldn't modify group membership of their groups,...).
>>
>> The problem I'm suffering is this: When I grant the "ShowConfigTab" 
>> right to a user or group, I'm also granting privileges to modify the 
>> global RT at a glance. Let me show an example: Let me create a user 
>> foo who can be granted rights ("Let this user be granted rights" is 
>> checked). This new user isn't a member of any group, so he has no 
>> right rather than "Everyone" and "Privileged". At this moment, global 
>> rights for these groups are the default (no global right for 
>> "Everyone", and only "ShowApprovalsTab" for "Privileged"). In some 
>> queues "Everyone" has two rights "CreateTicket" and "SeeQueue", but as 
>> far as I know they only grant privileges for creating a new ticket in 
>> these queues. Let this user be granted the global "ShowConfigTab" 
>> right ( "Configuration" -> "Global" -> "User Rights", and there foo is 
>> granted to "ShowConfigTab"). Now let foo log in. This user can see the 
>> configuration tab, but he can't modify anything since he is not 
>> allowed to. If he tries to modify anything RT won't allow it and foo 
>> will read a permission denied message. But if foo goes to 
>> "Configuration" -> "Global" -> "RT at a glance" and there he deletes 
>> "QuickCreate", RT allows it saying "Global portlet body saved.". Now 
>> let the privileged user bar log in. The RT at a glance of bar has no 
>> longer the "QuickCreate" frame when it previously had it. Hence, I 
>> don't want to grant foo the right of modifying the global RT at a glance!
>>
>> Is it the expected behaviour? Am I missing anything or doing something 
>> wrong?
>>
>> Thank you,
>> Carlos
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
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From guadagnino.cristiano at creval.it  Fri Jun  5 04:53:16 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Fri, 5 Jun 2009 10:53:16 +0200
Subject: [rt-users] R:  a couple bugs in RT 3.8.3
In-Reply-To: <3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
	<3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>

Hi Kevin!

Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Kevin Falcone
Inviato: gioved? 4 giugno 2009 16.31
A: RT Users
Oggetto: Re: [rt-users] a couple bugs in RT 3.8.3

>On Jun 4, 2009, at 8:44 AM, Guadagnino Cristiano wrote:
>
>> Just a few things I've found out so far:
>>
>> -  the new "homepage refresh interval" option in "preferences"  
>> doesn't work
>
>You'll need to tell us more, it works for me.

Well, there's not much more I can say.

I have set the HomePageRefreshInterval variable in RT_SiteConfig this way:

Set($HomePageRefreshInterval, 2);

Now, if I go in my preferences I see: "Home page refresh interval: Use system default(2)". So it seems correct, but it is NOT working (the RT at a glance page does not refresh). The "Refresh" box in the home page reports "Don't refresh this page".

If I go in my preferences and set the "Home page refresh interval" to "Refresh home page every 2 minutes.", then I log out and back in, I still see "Don't refresh this page" in the home page, and indeed the page does not refresh.

If I explicitely set "Refresh home page every 2 minutes." in the "Refresh" box in the home page, then it DOES work.

I see most of the users on the mailing list have it working though... could it be that I have forgotten something during the upgrade? Or do you have other tips?

>> - when I'm root and I click on "configuration"->"users"- 
>> >"whichever_user_name"->"History", I have this error message:
>>
>> Can't locate object method "Name" via package "No object mapping for  
>> field" (perhaps you forgot to load "No object mapping for field"?)  
>> at /opt/rt3/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT- 
>> Extension-ForkTicket/Ticket/Elements/ShowTransaction/ModifyCommand  
>> line 7.
>>
>> it seems the culprit is the "ForkTicket" extension. maybe it is  
>> broken by the recent upgrade?
>>
>It certainly seems like ForkTicket is breaking, but that isn't  
>maintained by us and doesn't
>seem to be on CPAN so I'm not sure where you should report the bug.   
>Hopefully the author
>reads the list.

Yes, that was my intent.

Thank you!
Bye
Cris



From mail at mariaquinn.com  Fri Jun  5 05:07:19 2009
From: mail at mariaquinn.com (Maria Quinn)
Date: Fri, 05 Jun 2009 10:07:19 +0100
Subject: [rt-users] Oracle CLOB error
In-Reply-To: <589c94400906040827i1f33975chcca4cd04f231414d@mail.gmail.co
 m>
References: <E1MCEWA-0006Mt-Ol@pih-relay04.plus.net>
	<589c94400906040827i1f33975chcca4cd04f231414d@mail.gmail.com>
Message-ID: <E1MCVOT-0006Cl-B1@pih-relay06.plus.net>

Thanks, Ruslan.

I've checked the release notes for 3.8.3 and I'm 
can't see this fix.  Can anyone confirm if it is actually in there.

Regards,

Maria

At 16:27 04/06/2009, Ruslan Zakirov wrote:
>I think it's been fixed in 3.8.3
>
>On Thu, Jun 4, 2009 at 7:05 PM, Maria Quinn <mail at mariaquinn.com> wrote:
> > I've installed RT 3.8.2 on Redhat 4.1.2 with Oracle and DBD::Oracle 1.2.2.
> >
> > I'm getting the following errors in /var/log/messages as a result of
> > forwarding a ticket:
> >
> > Jun ? 4 12:48:35 vbchwebt RT: DBD::Oracle::db prepare failed:
> > ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR:
> > error possibly near <* ?  ?  ?  ?  ? > indicator at char 44 in 'SELECT
> > main.* FROM Attachments main ? WHERE (<*>main.Content != '') AND
> > (main.TransactionId = '26') AND (main.id != '1')
> > AND ?  ?  ?  ?  ?  (main.ContentType NOT LIKE 'multipart/%') ? ORDER BY
> > main.id ASC ') [for Statement "SELECT main.* FROM Attachments
> > main ? WHERE (main.Content != '') AN ?  ?  ?  ?  ? D (main.TransactionId =
> > '26') AND (main.id != '1') AND (main.ContentType NOT LIKE
> > 'multipart/%') ? ORDER BY main.id ASC "] at
> > /usr/lib/perl5/site_perl/ ?  ?  ?  ?  ? 5.8.8/DBIx/SearchBuilder/Handle.pm
> > line 469, <GEN33> line 42.
> > (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:469)
> > Jun ? 4 12:48:35 vbchwebt RT: RT::Handle=HASH(0x83c95f0) couldn't
> > prepare the query 'SELECT main.* FROM Attachments main ? WHERE
> > (main.Content != '') AN ?  ?  ?  ?  ? D (main.TransactionId = '26') AND
> > (main.id != '1') AND (main.ContentType NOT LIKE 'multipart/%') ? ORDER
> > BY main.id ASC 'ORA-00932: inconsistent dataty ?  ?  ?  ?  ? pes: expected
> > - got CLOB (DBD ERROR: error possibly near <*> indicator at char 44
> > in 'SELECT main.* FROM Attachments main ? WHERE (<*>main.Content !=
> > ' ?  ?  ?  ?  ? ') AND (main.TransactionId = '26') AND (main.id != '1')
> > AND (main.ContentType NOT LIKE 'multipart/%') ? ORDER BY main.id ASC
> > ') (/usr/lib/perl5/site_pe ?  ?  ?  ?  ? 
> rl/5.8.8/DBIx/SearchBuilder/Handle.pm:476)
> >
> > As far as I understand, it's not possible to select from a CLOB
> > column in Oracle, so I'm wondering if I've 
> got a misconfiguration somewhere.
> >
> > I haven't seen any errors in the front end relating to this, but I
> > still have some unresolved issues configuring mail, which I'm also
> > working on, so I'm still not clear what the extent of this problem is.
> >
> > Thanks in advance for any advice.
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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.
>
>No virus found in this incoming message.
>Checked by AVG - www.avg.com
>Version: 8.5.339 / Virus Database: 
>270.12.53/2154 - Release Date: 06/04/09 05:53:00



From james.bromberger at vibrantmedia.com  Fri Jun  5 05:59:21 2009
From: james.bromberger at vibrantmedia.com (James Bromberger)
Date: Fri, 5 Jun 2009 10:59:21 +0100
Subject: [rt-users] Capturing a screenshot from the paste buffer.
Message-ID: <5C5E46D223355C4DA4AC655A673FCC1C02DB3DCE@THHS2EXBE4X.hostedservice2.net>

Hello world,

 

Does anyone know of a way to capture an image from a screen capture and
inserting it into a ticket. I'm thinking of something like the Jira
method
(http://www.atlassian.com/software/jira/docs/v3.13.4/screenshotapplet.ht
ml). Admittedly a user could PRINTSCREEN, open Paint-like app, paste,
save, and then either attach to email or upload as a file to a ticket,
but I was thinking of "PRINTSCREEN, click button to attach from copy
buffer... done" so the user doesn't have to save to a file in another
application.

 

I'm using RT 3.8.1. I've been looking at the newer versions of
FCKeditor, and while there is an image button in the newer toolbar (see
http://ckeditor.com/ckeditor/3.0b2/_samples/divreplace.html), it looks
like it wants a URL of an image. That's cool - so look forward to this
being updated in the RT package, but it's still not straight forward for
screenshot capture from copy buffer.

 

Can anyone point me in the right direction?

 

 

  JEB

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From jrhett at netconsonance.com  Fri Jun  5 06:13:10 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 5 Jun 2009 03:13:10 -0700
Subject: [rt-users] Rights issue on Configuration -> Global -> RT at a
	glance on RT 3.8.2
In-Reply-To: <4A28CF86.6070707@ific.uv.es>
References: <4A2799BA.7070609@ific.uv.es> <4A27EF63.80309@lbl.gov>
	<4A28CF86.6070707@ific.uv.es>
Message-ID: <84DB29AC-801C-43A5-AF5A-8115180638A3@netconsonance.com>

Are you sure it's the global RT At a Glance?   It seems everyone can  
modify it for themselves...

On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote:
> Hi Kenn, hi everybody,
>
> Thank you for your answer. I was expecting the same behaviour as  
> you. But for my unpleasant surprise, a user who only has
> - "ShowConfigTab" global right for himself.
> - "ShowAprovalsTab" global right for Privileged users. And
> - "CreateTicket" and "SeeQueue" in some queues as Everyone's rights  
> in those queues.
> can do nothing harmful with the single exception of modifying the  
> global RT at a glance.
>
> This behaviour has surprised me probably as much as you. Because of  
> it, I want that someone else checks this configuration in order to  
> see whether it is my fault (I am doing something wrong) or it is a  
> RT bug (this happens to everybody, but it shouldn't).
>
> Greetings,
> Carlos
>
> PS: I found somewhere a RT installation for testing purposes, but  
> users   grants, including root, where so restricted, that I couldn't  
> reproduce the configuration I wanted.
>
> Ken Crocker wrote:
>> Carlos,
>>    I may be mistaken, butI think the "ShowConfigTab" merely allows  
>> the user to see that tab and the functions under it. The user still  
>> needs to have other rights (like "ShowTemplate" and  
>> "ModifyTemplate") in order to see/modify templates and I'm sure the  
>> same situation exists for other objects to be modified.
>> Kenn
>> LBNL
>> On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote:
>>> Sorry for posting this twice, but I'm trying to make it shorter.
>>>
>>> Please, can anyone confirm me that a user who only has the global  
>>> right "ShowConfigTab" is able to modify the global RT at a glance?
>>>
>>> I'm using RT 3.8.2 and I would like to know if either I'm doing  
>>> something wrong or this is the expected behaviour. If this were  
>>> the second case, should this be considered a bug?
>>>
>>> For a longer explanation, attached you can find my previous message.
>>>
>>> Thanking you in advance,
>>> Carlos
>>>
>>> ------------------------------------------------------------------------
>>>
>>> Subject:
>>> [rt-users] Rights issue on Configuration -> Global -> RT at a  
>>> glance on RT 3.8.2
>>> From:
>>> Carlos Garcia Montoro <cgarcia at ific.uv.es>
>>> Date:
>>> Fri, 29 May 2009 12:18:06 +0200
>>> To:
>>> rt-users at lists.bestpractical.com
>>>
>>> To:
>>> rt-users at lists.bestpractical.com
>>>
>>>
>>> Hello,
>>>
>>> I've a question/request about RT that I have been neither able to  
>>> resolve from myself, nor have I found it at the RT wiki or  
>>> googling this mailing list.
>>>
>>> I'm newbie using RT. I'm installing an organizational RT (ver.  
>>> 3.8.2). We have some departments that are autonomous of each  
>>> other. Thus, I want to grant some privileges for every admin group  
>>> of each department. I want to allow them to handle their own  
>>> queues, groups, etc. But I also want not to allow them to modify  
>>> others space. I have achieved this configuration, i.e. admins are  
>>> only able to see their groups, admins can see all queues but they  
>>> are only allowed to modify some properties (Cc, AdminCc,...)  of  
>>> their own queues but not other queues. In order to do that I have  
>>> granted them the global right "ShowConfigTab". Otherwise they had  
>>> rights but they couldn't use them (they couldn't modify group  
>>> membership of their groups,...).
>>>
>>> The problem I'm suffering is this: When I grant the  
>>> "ShowConfigTab" right to a user or group, I'm also granting  
>>> privileges to modify the global RT at a glance. Let me show an  
>>> example: Let me create a user foo who can be granted rights ("Let  
>>> this user be granted rights" is checked). This new user isn't a  
>>> member of any group, so he has no right rather than "Everyone" and  
>>> "Privileged". At this moment, global rights for these groups are  
>>> the default (no global right for "Everyone", and only  
>>> "ShowApprovalsTab" for "Privileged"). In some queues "Everyone"  
>>> has two rights "CreateTicket" and "SeeQueue", but as far as I know  
>>> they only grant privileges for creating a new ticket in these  
>>> queues. Let this user be granted the global "ShowConfigTab" right  
>>> ( "Configuration" -> "Global" -> "User Rights", and there foo is  
>>> granted to "ShowConfigTab"). Now let foo log in. This user can see  
>>> the configuration tab, but he can't modify anything since he is  
>>> not allowed to. If he tries to modify anything RT won't allow it  
>>> and foo will read a permission denied message. But if foo goes to  
>>> "Configuration" -> "Global" -> "RT at a glance" and there he  
>>> deletes "QuickCreate", RT allows it saying "Global portlet body  
>>> saved.". Now let the privileged user bar log in. The RT at a  
>>> glance of bar has no longer the "QuickCreate" frame when it  
>>> previously had it. Hence, I don't want to grant foo the right of  
>>> modifying the global RT at a glance!
>>>
>>> Is it the expected behaviour? Am I missing anything or doing  
>>> something wrong?
>>>
>>> Thank you,
>>> Carlos
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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
> <cgarcia.vcf>_______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 barnesaw at ucrwcu.rwc.uc.edu  Fri Jun  5 08:34:12 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 05 Jun 2009 08:34:12 -0400
Subject: [rt-users] R:  a couple bugs in RT 3.8.3
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>	<3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
Message-ID: <4A2910C4.6050902@ucrwcu.rwc.uc.edu>



Guadagnino Cristiano wrote:
> Hi Kevin!
>
> Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Kevin Falcone
> Inviato: gioved? 4 giugno 2009 16.31
> A: RT Users
> Oggetto: Re: [rt-users] a couple bugs in RT 3.8.3
>
>   
>> On Jun 4, 2009, at 8:44 AM, Guadagnino Cristiano wrote:
>>
>>     
>>> Just a few things I've found out so far:
>>>
>>> -  the new "homepage refresh interval" option in "preferences"  
>>> doesn't work
>>>       
>> You'll need to tell us more, it works for me.
>>     
>
> Well, there's not much more I can say.
>
> I have set the HomePageRefreshInterval variable in RT_SiteConfig this way:
>
> Set($HomePageRefreshInterval, 2);
>   
 From RT_Config.pm:
<$HomePageRefreshInterval> is default number of seconds to refresh the RT
home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200].
> Now, if I go in my preferences I see: "Home page refresh interval: Use system default(2)". So it seems correct, but it is NOT working (the RT at a glance page does not refresh). The "Refresh" box in the home page reports "Don't refresh this page".
>
> If I go in my preferences and set the "Home page refresh interval" to "Refresh home page every 2 minutes.", then I log out and back in, I still see "Don't refresh this page" in the home page, and indeed the page does not refresh.
>
> If I explicitely set "Refresh home page every 2 minutes." in the "Refresh" box in the home page, then it DOES work.
>
> I see most of the users on the mailing list have it working though... could it be that I have forgotten something during the upgrade? Or do you have other tips?
>
>   
>>> - when I'm root and I click on "configuration"->"users"- 
>>>       
>>>> "whichever_user_name"->"History", I have this error message:
>>>>         
>>> Can't locate object method "Name" via package "No object mapping for  
>>> field" (perhaps you forgot to load "No object mapping for field"?)  
>>> at /opt/rt3/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT- 
>>> Extension-ForkTicket/Ticket/Elements/ShowTransaction/ModifyCommand  
>>> line 7.
>>>
>>> it seems the culprit is the "ForkTicket" extension. maybe it is  
>>> broken by the recent upgrade?
>>>
>>>       
>> It certainly seems like ForkTicket is breaking, but that isn't  
>> maintained by us and doesn't
>> seem to be on CPAN so I'm not sure where you should report the bug.   
>> Hopefully the author
>> reads the list.
>>     
>
> Yes, that was my intent.
>
> Thank you!
> Bye
> Cris
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 cgarcia at ific.uv.es  Fri Jun  5 08:42:13 2009
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Fri, 05 Jun 2009 14:42:13 +0200
Subject: [rt-users] Rights issue on Configuration -> Global -> RT at a
 glance on RT 3.8.2
In-Reply-To: <84DB29AC-801C-43A5-AF5A-8115180638A3@netconsonance.com>
References: <4A2799BA.7070609@ific.uv.es> <4A27EF63.80309@lbl.gov>
	<4A28CF86.6070707@ific.uv.es>
	<84DB29AC-801C-43A5-AF5A-8115180638A3@netconsonance.com>
Message-ID: <4A2912A5.6040703@ific.uv.es>

Yes. Everyone who is allowed to "ShowConfigTab" can modify the global RT 
at a glance, modifying other's homepage. I find it ugly...

Carlos

Jo Rhett wrote:
> Are you sure it's the global RT At a Glance?   It seems everyone can 
> modify it for themselves...
> 
> On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote:
>> Hi Kenn, hi everybody,
>>
>> Thank you for your answer. I was expecting the same behaviour as you. 
>> But for my unpleasant surprise, a user who only has
>> - "ShowConfigTab" global right for himself.
>> - "ShowAprovalsTab" global right for Privileged users. And
>> - "CreateTicket" and "SeeQueue" in some queues as Everyone's rights in 
>> those queues.
>> can do nothing harmful with the single exception of modifying the 
>> global RT at a glance.
>>
>> This behaviour has surprised me probably as much as you. Because of 
>> it, I want that someone else checks this configuration in order to see 
>> whether it is my fault (I am doing something wrong) or it is a RT bug 
>> (this happens to everybody, but it shouldn't).
>>
>> Greetings,
>> Carlos
>>
>> PS: I found somewhere a RT installation for testing purposes, but 
>> users   grants, including root, where so restricted, that I couldn't 
>> reproduce the configuration I wanted.
>>
>> Ken Crocker wrote:
>>> Carlos,
>>>    I may be mistaken, butI think the "ShowConfigTab" merely allows 
>>> the user to see that tab and the functions under it. The user still 
>>> needs to have other rights (like "ShowTemplate" and "ModifyTemplate") 
>>> in order to see/modify templates and I'm sure the same situation 
>>> exists for other objects to be modified.
>>> Kenn
>>> LBNL
>>> On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote:
>>>> Sorry for posting this twice, but I'm trying to make it shorter.
>>>>
>>>> Please, can anyone confirm me that a user who only has the global 
>>>> right "ShowConfigTab" is able to modify the global RT at a glance?
>>>>
>>>> I'm using RT 3.8.2 and I would like to know if either I'm doing 
>>>> something wrong or this is the expected behaviour. If this were the 
>>>> second case, should this be considered a bug?
>>>>
>>>> For a longer explanation, attached you can find my previous message.
>>>>
>>>> Thanking you in advance,
>>>> Carlos
>>>>
>>>> ------------------------------------------------------------------------ 
>>>>
>>>>
>>>> Subject:
>>>> [rt-users] Rights issue on Configuration -> Global -> RT at a glance 
>>>> on RT 3.8.2
>>>> From:
>>>> Carlos Garcia Montoro <cgarcia at ific.uv.es>
>>>> Date:
>>>> Fri, 29 May 2009 12:18:06 +0200
>>>> To:
>>>> rt-users at lists.bestpractical.com
>>>>
>>>> To:
>>>> rt-users at lists.bestpractical.com
>>>>
>>>>
>>>> Hello,
>>>>
>>>> I've a question/request about RT that I have been neither able to 
>>>> resolve from myself, nor have I found it at the RT wiki or googling 
>>>> this mailing list.
>>>>
>>>> I'm newbie using RT. I'm installing an organizational RT (ver. 
>>>> 3.8.2). We have some departments that are autonomous of each other. 
>>>> Thus, I want to grant some privileges for every admin group of each 
>>>> department. I want to allow them to handle their own queues, groups, 
>>>> etc. But I also want not to allow them to modify others space. I 
>>>> have achieved this configuration, i.e. admins are only able to see 
>>>> their groups, admins can see all queues but they are only allowed to 
>>>> modify some properties (Cc, AdminCc,...)  of their own queues but 
>>>> not other queues. In order to do that I have granted them the global 
>>>> right "ShowConfigTab". Otherwise they had rights but they couldn't 
>>>> use them (they couldn't modify group membership of their groups,...).
>>>>
>>>> The problem I'm suffering is this: When I grant the "ShowConfigTab" 
>>>> right to a user or group, I'm also granting privileges to modify the 
>>>> global RT at a glance. Let me show an example: Let me create a user 
>>>> foo who can be granted rights ("Let this user be granted rights" is 
>>>> checked). This new user isn't a member of any group, so he has no 
>>>> right rather than "Everyone" and "Privileged". At this moment, 
>>>> global rights for these groups are the default (no global right for 
>>>> "Everyone", and only "ShowApprovalsTab" for "Privileged"). In some 
>>>> queues "Everyone" has two rights "CreateTicket" and "SeeQueue", but 
>>>> as far as I know they only grant privileges for creating a new 
>>>> ticket in these queues. Let this user be granted the global 
>>>> "ShowConfigTab" right ( "Configuration" -> "Global" -> "User 
>>>> Rights", and there foo is granted to "ShowConfigTab"). Now let foo 
>>>> log in. This user can see the configuration tab, but he can't modify 
>>>> anything since he is not allowed to. If he tries to modify anything 
>>>> RT won't allow it and foo will read a permission denied message. But 
>>>> if foo goes to "Configuration" -> "Global" -> "RT at a glance" and 
>>>> there he deletes "QuickCreate", RT allows it saying "Global portlet 
>>>> body saved.". Now let the privileged user bar log in. The RT at a 
>>>> glance of bar has no longer the "QuickCreate" frame when it 
>>>> previously had it. Hence, I don't want to grant foo the right of 
>>>> modifying the global RT at a glance!
>>>>
>>>> Is it the expected behaviour? Am I missing anything or doing 
>>>> something wrong?
>>>>
>>>> Thank you,
>>>> Carlos
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: 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
>> <cgarcia.vcf>_______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
> 
> 
> 
> 

-- 
  _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Inform?ticos
|  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| Espa?a / Spain                              Fax: +34 963543488
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Jun  5 08:53:41 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 05 Jun 2009 08:53:41 -0400
Subject: [rt-users] RT 3.6.5 -- can I make URLs in ticket history
	clickable?
In-Reply-To: <D46F068180D9AE4AA2EE6583C4158DDF08EDA5A1@kildonan.ad.garmin.com>
References: <D46F068180D9AE4AA2EE6583C4158DDF08EDA5A1@kildonan.ad.garmin.com>
Message-ID: <4A291555.1000403@ucrwcu.rwc.uc.edu>



Beachey, Kendric wrote:
> I'm working on an upgrade from 2.0.11 to 3.6.5 (that's what the admins
> gave me) and getting all the pieces in place.
>
> Sometimes our users include urls in their replies, and our old 2.0.11 RT
> automatically turns these into clickable hyperlinks.  The new one is not
> doing this.  Is there a config setting or something that I am missing?
>   
http://wiki.bestpractical.com/view/ClickableLinks
> 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.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 david.ocallaghan at cs.tcd.ie  Fri Jun  5 09:03:18 2009
From: david.ocallaghan at cs.tcd.ie (David O'Callaghan)
Date: Fri, 05 Jun 2009 14:03:18 +0100
Subject: [rt-users] MySQL utf8 problems
Message-ID: <4A291796.9030804@cs.tcd.ie>

Hi,

Some time ago I upgraded from 3.2.x to 3.8.2 and from MySQL 3.x to
5.0.45. This went smoothly but I somehow managed to do it *without*
using the infamous upgrade-mysql-schema.pl. I *did* run
`rt-setup-database --dba root --prompt-for-dba-password --action
upgrade` (also without problems).

So I tried upgrading from 3.8.2 to 3.8.3 and on startup got an error
message in the logs saying:

[Fri Jun 05 11:57:03 2009] [error] RT since version 3.8 has new schema
for MySQL
 versions after 4.1.0\nFollow instructions in the UPGRADING.mysql file.

After backing up the DB I attempted to run the schema upgrade. The
script outputted a large number of queries, mostly modifying the content
type of columns. The queries looked reasonable and I didn't get any
errors when applying them to the DB.

However, this gave content encoding problems with tickets. For example,
in tickets with an ? character in the subject the subject is truncated
before the ? and the content of the ticket is not visible (the ticket
appears to be empty). In other tickets non-ASCII characters appear
incorrectly.

I suspect that some of the content in my (pre-upgrade) DB may have been
utf8 stored in latin1 fields.

To restore a "working" system I cheated and modified my pre-schema
upgrade backup (which worked with 3.8.2) so that it would pass the DB
compatibility check and then restored. The encoding problems have
disappeared.


So I would like to know:
 * do the queries from upgrade-mysql-schema actually try to convert
latin1 encoded text to utf8?;
 * what happens to text that is already utf8?;
 * am I likely to have problems if I stay with the old schema; and
 * is there a way for me to upgrade without messing up the encoding?

Thanks,

David


From ranatanveer at gmail.com  Fri Jun  5 09:16:43 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Fri, 5 Jun 2009 19:16:43 +0600
Subject: [rt-users] Only Plain Text Mails.
In-Reply-To: <2282948c0906041537t7fdad339if4f041760dd3e5e2@mail.gmail.com>
References: <2282948c0905302132u29498983sd31e4dfe7835cec5@mail.gmail.com>
	<2282948c0906011718u55faf1e1yd4e3ffcc87fb2c8f@mail.gmail.com>
	<2282948c0906041537t7fdad339if4f041760dd3e5e2@mail.gmail.com>
Message-ID: <2282948c0906050616y6544fc56g2211028c5653d21d@mail.gmail.com>

Hi all

I need expert opinion regarding either i have to modify templates or
config file or both for my text/html problem?

Rana Tanveer


From guadagnino.cristiano at creval.it  Fri Jun  5 09:21:22 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Fri, 5 Jun 2009 15:21:22 +0200
Subject: [rt-users] R:  R:  a couple bugs in RT 3.8.3
In-Reply-To: <4A2910C4.6050902@ucrwcu.rwc.uc.edu>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
	<3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
	<4A2910C4.6050902@ucrwcu.rwc.uc.edu>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D806468D2E89@MBXCCR2.d1.bkd>

Hi Drew,

Da: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Inviato: venerd? 5 giugno 2009 14.34
A: Guadagnino Cristiano
Cc: RT Users
Oggetto: Re: [rt-users] R: a couple bugs in RT 3.8.3

>> Well, there's not much more I can say.
>>
>> I have set the HomePageRefreshInterval variable in RT_SiteConfig this way:
>>
>> Set($HomePageRefreshInterval, 2);
>>   
> From RT_Config.pm:
><$HomePageRefreshInterval> is default number of seconds to refresh the RT
>home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200].

Thank you very much Drew for the additional information.
I have now set it to 120 and restarted Apache. Unfortunately, this didn't achieve the expected result. The behaviour is the same as before.

Bye
Cris


From david.ocallaghan at cs.tcd.ie  Fri Jun  5 09:23:50 2009
From: david.ocallaghan at cs.tcd.ie (David O'Callaghan)
Date: Fri, 05 Jun 2009 14:23:50 +0100
Subject: [rt-users] MySQL utf8 problems
In-Reply-To: <4A291796.9030804@cs.tcd.ie>
References: <4A291796.9030804@cs.tcd.ie>
Message-ID: <4A291C66.60108@cs.tcd.ie>

Hi,

Scr?obh David O'Callaghan:
> Some time ago I upgraded from 3.2.x to 3.8.2 and from MySQL 3.x to
> 5.0.45. This went smoothly but I somehow managed to do it *without*
> using the infamous upgrade-mysql-schema.pl. I *did* run
> `rt-setup-database --dba root --prompt-for-dba-password --action
> upgrade` (also without problems).

In case this wasn't clear, I didn't deliberately avoid using
upgrade-mysql-schema.pl: I skipped it by accident and yet somehow the
system worked.

David


From jesse at bestpractical.com  Fri Jun  5 09:30:43 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 5 Jun 2009 09:30:43 -0400
Subject: [rt-users] MySQL utf8 problems
In-Reply-To: <4A291C66.60108@cs.tcd.ie>
References: <4A291796.9030804@cs.tcd.ie> <4A291C66.60108@cs.tcd.ie>
Message-ID: <20090605133043.GJ21027@bestpractical.com>




On Fri, Jun 05, 2009 at 02:23:50PM +0100, David O'Callaghan wrote:
> Hi,
> 
> Scr?obh David O'Callaghan:
> > Some time ago I upgraded from 3.2.x to 3.8.2 and from MySQL 3.x to
> > 5.0.45. This went smoothly but I somehow managed to do it *without*
> > using the infamous upgrade-mysql-schema.pl. I *did* run
> > `rt-setup-database --dba root --prompt-for-dba-password --action
> > upgrade` (also without problems).
> 
> In case this wasn't clear, I didn't deliberately avoid using
> upgrade-mysql-schema.pl: I skipped it by accident and yet somehow the
> system worked.
> 

I believe that for 3.8.3, we've made RT a lot grumpier about starting if
you haven't run it.


From slander at hearstsc.com  Fri Jun  5 10:52:14 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Fri, 5 Jun 2009 10:52:14 -0400
Subject: [rt-users] Newbie.   Seeing queues while creating a ticket
Message-ID: <AE81EE4BD21DC646996EC0B5BAA3128003CB14C15E@RCLTEXVS06.resource.hearstcorp.com>


All,

  I have just installed RT 3.8.3.   It is essentially a default install, except I am using ExternalAuth to authenticate my users via ldap.

  If I log into RT as the local account, I see a dashboard, and  I can create a ticket in any queue.     However, if I log into the web interface using an ldap account, I see a very basic dashboard, with only 3 options, Open, Closed and New Ticket,  and a GoTo Ticket button.

  I would like my users to not only see (and modify) their tickets, but be able to create them in the proper queues.

As I said, I am very new to RT, and, I think I just need a nudge in the right direction.    Can anyone point me to the right place in the documentation to get started?

Thanks

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From Michael.Mai at oicr.on.ca  Fri Jun  5 11:15:56 2009
From: Michael.Mai at oicr.on.ca (Michael Mai)
Date: Fri, 5 Jun 2009 11:15:56 -0400
Subject: [rt-users] HOWTO: add entries to Status field
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
	<3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
Message-ID: <B3929FA27B4D424188C5EC348F7FC92A91796BC9A4@EXCHANGE01.ad.oicr.on.ca>

Hi, 

I need to modify and /or add new entries to the Status field in a ticket. Where can I make these changes?

Cheers,

MM


From barnesaw at ucrwcu.rwc.uc.edu  Fri Jun  5 11:46:17 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 05 Jun 2009 11:46:17 -0400
Subject: [rt-users] Newbie.   Seeing queues while creating a ticket
In-Reply-To: <AE81EE4BD21DC646996EC0B5BAA3128003CB14C15E@RCLTEXVS06.resource.hearstcorp.com>
References: <AE81EE4BD21DC646996EC0B5BAA3128003CB14C15E@RCLTEXVS06.resource.hearstcorp.com>
Message-ID: <4A293DC9.6020106@ucrwcu.rwc.uc.edu>



Lander, Scott wrote:
>  
> All,
>  
>   I have just installed RT 3.8.3.   It is essentially a default 
> install, except I am using ExternalAuth to authenticate my users via ldap.
>  
>   If I log into RT as the local account, I see a dashboard, and  I can 
> create a ticket in any queue.     However, if I log into the web 
> interface using an ldap account, I see a very basic dashboard, with 
> only 3 options, Open, Closed and New Ticket,  and a GoTo Ticket button.
>  
>   I would like my users to not only see (and modify) their tickets, 
> but be able to create them in the proper queues.

Your ldap users are unprivileged and are seeing SelfService.  Give them 
SeeQueue rights to the appropriate queues and they can' create a ticket 
in those queues.

>  
> As I said, I am very new to RT, and, I think I just need a nudge in 
> the right direction.    Can anyone point me to the right place in the 
> documentation to get started?   
>  
> Thanks
>  
> ------------------------------------------------------------------------------------
> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
> ------------------------------------------------------------------------------------
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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



From mail at mariaquinn.com  Fri Jun  5 11:53:48 2009
From: mail at mariaquinn.com (Maria Quinn)
Date: Fri, 05 Jun 2009 16:53:48 +0100
Subject: [rt-users] Oracle CLOB error
In-Reply-To: <589c94400906040827i1f33975chcca4cd04f231414d@mail.gmail.co
 m>
References: <E1MCEWA-0006Mt-Ol@pih-relay04.plus.net>
	<589c94400906040827i1f33975chcca4cd04f231414d@mail.gmail.com>
Message-ID: <E1MCbjx-0006L8-TX@ptb-relay02.plus.net>

I just upgraded to 3.8.3 but the error is still appearing in 
/var/log/messages.

I'd be grateful for any other suggestions.

Thanks



From kfcrocker at lbl.gov  Fri Jun  5 12:59:13 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 05 Jun 2009 09:59:13 -0700
Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2
In-Reply-To: <589c94400906041604v53c67862q7121077bb84d98f8@mail.gmail.com>
References: <4A26EB51.1080903@rice.edu>
	<3BBAC6B669B5FB4E9CB7E7C3BEF58A6D13221E3E@bn-scl-be02.Cudanet.local>
	<4A27F524.9040605@lbl.gov>
	<589c94400906041604v53c67862q7121077bb84d98f8@mail.gmail.com>
Message-ID: <4A294EE1.8010607@lbl.gov>

Ruslan,

    That's a good suggestion. In fact, I'm going upstairs to talk to my 
guy who is building our new DEV environment in a few minutes. We're 
going to start by installing 3.8.3 in that environment, so these ideas 
will make for good testing scripts. OH! I reserve the right to recall 
you as a witness (ha ha) when testing this stuff. Just joking. Thanks a 
heap.
    By the way. Thanks to your help, I got that scrip working for 
parsing CC's to a ticket on a queue-by-queue basis.

Kenn
LBNL

On 6/4/2009 4:04 PM, Ruslan Zakirov wrote:
> Ken, to cleanup the mess you can use MergeUsersHistory extesion. From
> the beginning I want to note that it's been tested only on RT 3.8 and
> it's recommended to check changes it makes very carefully. I suggest
> you to do it as part of migration from 3.6 to 3.8 with careful testing
> of everything.
>
> If you know that later you wouldn't have duplicates because of
> canonicalization (LDAP or some other way) then it's all you need. You
> even can delete duplicates from DB using shredder.
>
> Otherwise MergeUsers extension can be used to make two accounts in
> RT's Users table behave like one.
>
> On Thu, Jun 4, 2009 at 8:24 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>   
>> Cass,
>>
>>     You mentioned in your response that when you went to 3.8 you had trouble
>> with multiple users of the same email address. I have a similar problem.
>>     I am on 3.6.4 and have a bunch of users out there with the email address
>> as the User Name due to them being added automatically as watchers. When
>> they sign on (Using LDAP) at a later date, they get a new UserID, correct
>> name, SAME Email address. Now I have 2 id's for the same user. I want to
>> clean that mess up before I upgrade to 3.8.
>>     So, how did you go about cleaning up the mess?
>>     Also, do you have any suggestions on how to config my RT so that when a
>> User is added automatically as a watcher, RT will create a real User Name
>> and NOT use the Email address? Thanks.
>>
>> Kenn
>> LBNL
>>
>> On 6/3/2009 3:06 PM, Cassandra L. Brockett wrote:
>>
>> ((Apologies for top-posting, but it's just easier at the moment for me to
>> use outlook to send email))
>>
>> I can answer a few of your questsions:-
>> 1) Users with multiple email addresses on our system become one single user,
>> the LDAP query finds the one user responsible for the email address, and
>> just link the submitted ticket to the correct ID.
>>
>> 2) You cannot have multiple RT accounts with the same email address in the
>> system, we had a lot of cleanup when we migrated to 3.8.2 from a badly
>> botched install of 3.6, and this was our biggest hassle.
>>
>> 3) I have AutoCreateNonExternalUsers on, but that's mostly because of the
>> nature of the business my company is in :)  However, the system seems to
>> work fine with that disabled, and it doesn't autocreate any non-LDAP
>> accounts unless you do so yourself.
>>
>> On another level, I know you'll hear this from a lot of angles, but it
>> always deserves to be said... You should try this sort of thing out on a
>> test system before setting it up in production...  Especially when dealing
>> with things like authentication, you really want to make sure youself that
>> it does what you want it to do...
>>
>> --
>> Cass
>>
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Susan McClure
>> Sent: Wednesday, June 03, 2009 2:30 PM
>> To: rt-users at lists.bestpractical.com
>> Cc: Susan McClure
>> Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2
>>
>> I have been reading the postings about RT-Authen-ExternalAuth but am
>> confused on what appears to be some conflicting setup information.
>>
>> I am using:
>>   RT 3.8.2
>>   RT-Authen-ExternalAuth 0.08
>>
>> I would like to use LDAP for authentication and information first, and that
>> part seems to work OK.
>> But  I also would like to:
>>   - add LOCAL users to RT internal DB (i.e; test and test-admin type
>> accounts)
>>   - NOT autocreate a new RT account, if we receive an email from a user that
>> is unknown in local RT or LDAP.
>>   - NOT make multiple accounts for a user's multiple email aliases.
>> (Our ldap contains several email addresses for each user (uid) )
>>
>>
>> When I try to add a local account through the Web(using Root,
>> Configuration->Users->Create). I receive the error "Name in Use"
>> The username I am trying to create is NOT in existence, but the email for
>> that new account IS.
>>
>> My  error_log shows:
>> ==================================
>>
>>
>> [Tue Jun  2 17:45:21 2009] [debug]: User Check Failed :: ( My_LDAP )
>> root User not found
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth/LDAP.pm:318)
>> [Tue Jun  2 17:45:21 2009] [debug]: Autohandler called ExternalAuth.
>> Response: (0, No User)
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> html/Callbacks/ExternalAuth/autohandler/Auth:26)
>> [Tue Jun  2 17:45:21 2009] [info]: Successful login for root from
>> 168.7.56.227 (/usr/site/rt-3.8/PROD/share/html/autohandler:276)
>> [Tue Jun  2 17:46:40 2009] [debug]: /ServiceUpdate/Elements/Header
>> calls old style callback, use $m->callback
>> (/usr/site/rt-3.8/PROD/share/html/Elements/Callback:51)
>> [Tue Jun  2 17:46:40 2009] [crit]: HasRight called with no valid
>> object (/usr/site/rt-3.8/PROD/bin/../lib/RT/Principal_Overlay.pm:322)
>> [Tue Jun  2 17:51:36 2009] [debug]:
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
>> /opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/l
>> ib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: ,
>> City: , Comments: Admin Authority Level Account for RT,
>> ContactInfoSystem: , Country: , Disabled: 0, EmailAddress:
>> smcclure at rice.edu, EmailEncoding: , ExternalAuthId: ,
>> ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: ,
>> Lang: en, MobilePhone: , Name: smcclure-admin, NickName:
>> Smcclure-Admin,
>> Organization: , PagerPhone: , Privileged: 1, RealName: Susan McClure,
>> Signature: , State: ,
>> WebEncoding: , WorkPhone: , Zip:
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:450)
>> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to get user info using
>> this external service: My_LDAP
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:458)
>> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this
>> canonicalization key: Name
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:472)
>> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base:
>> ou=People,dc=rice,dc=edu == Filter:
>> (&(objectclass=*)(uid=smcclure-admin)) == Attrs:
>> Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,
>> physicalDeliveryOfficeName,uid
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth/LDAP.pm:195)
>> [Tue Jun  2 17:51:36 2009] [debug]: Attempting to use this
>> canonicalization key: EmailAddress
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:472)
>> [Tue Jun  2 17:51:36 2009] [debug]: LDAP Search ===  Base:
>> ou=People,dc=rice,dc=edu == Filter:
>> (&(objectclass=*)(mail=smcclure at rice.edu)) == Attrs:
>> Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,
>> physicalDeliveryOfficeName,uid
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth/LDAP.pm:195)
>> [Tue Jun  2 17:51:36 2009] [info]:
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning
>> Address1: 6100 Main Street, Address2: , AuthSystem: , City: ,
>> Comments: Admin Authority Level Account for RT, ContactInfoSystem: ,
>> Country: , Disabled: 0, EmailAddress: smcclure at rice.edu,
>> EmailEncoding: , ExternalAuthId: smcclure, ExternalContactInfoId: ,
>> FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: ,
>> Name: smcclure, NickName: Smcclure-Admin,
>> Organization: 222 Mudd Building, PagerPhone: , Privileged: 1,
>> RealName: McClure, Susan, Signature: , State: , WebEncoding: ,
>> WorkPhone: 713-348-4852, Zip: 77005
>> (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/
>> lib/RT/Authen/ExternalAuth.pm:536)
>>
>>
>> ==============
>>
>> My Current RT_SiteConfig.pm for LDAP and External Auth has
>> ====================================
>> Set(@Plugins,qw(RT::FM RT::IR RT::Authen::ExternalAuth .......
>>
>> and for LDAP
>> #  special options for various plugins
>> #  Authen::ExternalAuth
>> Set($ExternalAuthPriority, ['My_LDAP'] ); Set($ExternalInfoPriority,
>> ['My_LDAP'] );
>> Set($ExternalServiceUsesSSLorTLS,    1);
>> Set($ExternalSettings,      {
>>                                       'My_LDAP'     =>  {   ## GENERIC
>> SECTION
>>                                                'type'
>>    =>  'ldap',
>>                                                'server'
>>    =>  'ldap.rice.edu',
>>                                                'user'
>>    =>  'cn=requesttracker,ou=Service Accounts,dc=rice,dc=edu',
>>      ..... etc etc .........
>> .................
>> And the LDAP Attributes mappings:
>>
>>
>> ## RT ATTRIBUTE MATCHING SECTION
>>                                                # The list of RT attributes
>> that uniquely identify a user
>>                                                # This example shows what you
>> *can* specify.. I recommend reducing this
>>                                                # to just the Name and
>> EmailAddress to save encountering problems later.
>>                                                'attr_match_list'
>> => [    'Name',
>>
>> 'EmailAddress',
>>
>> 'RealName',
>>                                                        			
>> 'WorkPhone',
>> 										   'Address2'
>>
>> ],
>>                                                # The mapping of RT
>> attributes on to LDAP attributes
>>                                                 'attr_map'              =>
>> {   'Name' => 'uid',
>>
>> 'EmailAddress' => 'mail',
>>
>> 'Organization' => 'physicalDeliveryOfficeName',
>>
>> 'RealName' => 'cn',
>>
>> 'ExternalAuthId' => 'uid',
>>
>> 'Gecos' => 'gecos',
>>
>> 'WorkPhone' => 'telephoneNumber',
>>
>> 'Address1' => 'postalAddress',
>>
>> 'City' => 'Houston',
>>
>> 'State' => 'TX',
>>
>> 'Zip' => 'postalCode'
>>
>> }
>>                                                              }
>> 	                         }
>>
>> );
>>
>>
>> ===================
>>
>> Looking at all the postings, I am afraid that if I add:
>>
>> ==> Set($AutoCreateNonExternalUsers,    1);
>>
>> That I will automatically MAKE a new account for users that send email or
>> authenticate in some way other than being in our LDAP.
>>
>> Can someone clarify the different options to help me get the setup I want
>> please?
>>
>> Thanks
>>
>> Susie McClure
>>
>> smcclure at rice.edu
>>
>>
>> ----------------------------------
>> Check out the Barracuda Spam & Virus Firewall - offering the fastest
>> virus & malware protection in the industry: www.barracudanetworks.com/spam
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>
>
>
>   
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From kfcrocker at lbl.gov  Fri Jun  5 13:22:19 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 05 Jun 2009 10:22:19 -0700
Subject: [rt-users] Capturing a screenshot from the paste buffer.
In-Reply-To: <5C5E46D223355C4DA4AC655A673FCC1C02DB3DCE@THHS2EXBE4X.hostedservice2.net>
References: <5C5E46D223355C4DA4AC655A673FCC1C02DB3DCE@THHS2EXBE4X.hostedservice2.net>
Message-ID: <4A29544B.4000304@lbl.gov>

James,

    We use "SNAGIT" (TechSmith). It creates an object that we can put 
into any WORD document and therefore is easy to include in any word.doc 
attachment.

Kenn
LBNL

On 6/5/2009 2:59 AM, James Bromberger wrote:
>
> Hello world,
>
>  
>
> Does anyone know of a way to capture an image from a screen capture 
> and inserting it into a ticket. I'm thinking of something like the 
> Jira method 
> (http://www.atlassian.com/software/jira/docs/v3.13.4/screenshotapplet.html). 
> Admittedly a user could PRINTSCREEN, open Paint-like app, paste, save, 
> and then either attach to email or upload as a file to a ticket, but I 
> was thinking of "PRINTSCREEN, click button to attach from copy 
> buffer... done" so the user doesn't have to save to a file in another 
> application.
>
>  
>
> I'm using RT 3.8.1. I've been looking at the newer versions of 
> FCKeditor, and while there is an image button in the newer toolbar 
> (see http://ckeditor.com/ckeditor/3.0b2/_samples/divreplace.html), it 
> looks like it wants a URL of an image. That's cool -- so look forward 
> to this being updated in the RT package, but it's still not straight 
> forward for screenshot capture from copy buffer.
>
>  
>
> Can anyone point me in the right direction?
>
>  
>
>  
>
>   JEB
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From kfcrocker at lbl.gov  Fri Jun  5 13:46:49 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 05 Jun 2009 10:46:49 -0700
Subject: [rt-users] HOWTO: add entries to Status field
In-Reply-To: <B3929FA27B4D424188C5EC348F7FC92A91796BC9A4@EXCHANGE01.ad.oicr.on.ca>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
	<3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
	<B3929FA27B4D424188C5EC348F7FC92A91796BC9A4@EXCHANGE01.ad.oicr.on.ca>
Message-ID: <4A295A09.5080008@lbl.gov>

Michael,


    You will need to go to $RTHOME/etc and change the RT_SiteConfig.pm 
file. this is what WE have set:

*@ActiveStatus = ('new', 'open', 'QA testing', 'stalled') unless 
@ActiveStatus;*

   We are on 3.6.4 so if the directory sequences have changed for later 
versions, what I say here will also need to be changed accordingly. If 
you want any new status to also show in the queries "MySupportQueues" 
and "QuickSearch", the you have to add the new status values in these 
modules at $RTHOME/local/html/Elements (for both "MySupportQueues" and 
"QuickSearch"). We did ours this way:

"MySupportQueues" -- replacement code of line #52:

# LBNL replacement code  ===============
conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
                          {cond => "Status = 'open'",  name => loc 
('open')  },
                          {cond => "Status = 'QA testing'",  name => loc 
('QA testing')  },
                          {cond => "Status = 'stalled'", name => loc 
('stalled') }] &>
# end of LBNL replacement code


"Quicksearch" -- Replacement code for line #54:
# LBNL replacement code ===============
conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
                          {cond => "Status = 'open'", name => loc 
('open') },
                          {cond => "Status = 'QA testing'", name => loc 
('QA testing') },
                          {cond => "Status = 'stalled'", name => loc 
('stalled') }] &>
# end of LBNL replacement code

    If you don't have these modules in /local/ you will need to copy 
them over from /share/. That should do it. Good luck!

Kenn
LBNL

On 6/5/2009 8:15 AM, Michael Mai wrote:
> Hi, 
>
> I need to modify and /or add new entries to the Status field in a ticket. Where can I make these changes?
>
> Cheers,
>
> MM
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
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From kfcrocker at lbl.gov  Fri Jun  5 13:59:32 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 05 Jun 2009 10:59:32 -0700
Subject: [rt-users] Rights issue on Configuration -> Global -> RT at a
 glance on RT 3.8.2
In-Reply-To: <84DB29AC-801C-43A5-AF5A-8115180638A3@netconsonance.com>
References: <4A2799BA.7070609@ific.uv.es> <4A27EF63.80309@lbl.gov>
	<4A28CF86.6070707@ific.uv.es>
	<84DB29AC-801C-43A5-AF5A-8115180638A3@netconsonance.com>
Message-ID: <4A295D04.90100@lbl.gov>

Carlos,

    I'm with Jo on this one. We are on 3.6.4 and I have over 100 users 
and the majority of them do /*NOT*/ have the "ShowConfigTab" right yet 
they /*ALL*/ can modify their "RT at a Glance" settings.


Kenn
LBNL

On 6/5/2009 3:13 AM, Jo Rhett wrote:
> Are you sure it's the global RT At a Glance?   It seems everyone can 
> modify it for themselves...
>
> On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote:
>> Hi Kenn, hi everybody,
>>
>> Thank you for your answer. I was expecting the same behaviour as you. 
>> But for my unpleasant surprise, a user who only has
>> - "ShowConfigTab" global right for himself.
>> - "ShowAprovalsTab" global right for Privileged users. And
>> - "CreateTicket" and "SeeQueue" in some queues as Everyone's rights 
>> in those queues.
>> can do nothing harmful with the single exception of modifying the 
>> global RT at a glance.
>>
>> This behaviour has surprised me probably as much as you. Because of 
>> it, I want that someone else checks this configuration in order to 
>> see whether it is my fault (I am doing something wrong) or it is a RT 
>> bug (this happens to everybody, but it shouldn't).
>>
>> Greetings,
>> Carlos
>>
>> PS: I found somewhere a RT installation for testing purposes, but 
>> users   grants, including root, where so restricted, that I couldn't 
>> reproduce the configuration I wanted.
>>
>> Ken Crocker wrote:
>>> Carlos,
>>>    I may be mistaken, butI think the "ShowConfigTab" merely allows 
>>> the user to see that tab and the functions under it. The user still 
>>> needs to have other rights (like "ShowTemplate" and 
>>> "ModifyTemplate") in order to see/modify templates and I'm sure the 
>>> same situation exists for other objects to be modified.
>>> Kenn
>>> LBNL
>>> On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote:
>>>> Sorry for posting this twice, but I'm trying to make it shorter.
>>>>
>>>> Please, can anyone confirm me that a user who only has the global 
>>>> right "ShowConfigTab" is able to modify the global RT at a glance?
>>>>
>>>> I'm using RT 3.8.2 and I would like to know if either I'm doing 
>>>> something wrong or this is the expected behaviour. If this were the 
>>>> second case, should this be considered a bug?
>>>>
>>>> For a longer explanation, attached you can find my previous message.
>>>>
>>>> Thanking you in advance,
>>>> Carlos
>>>>
>>>> ------------------------------------------------------------------------ 
>>>>
>>>>
>>>> Subject:
>>>> [rt-users] Rights issue on Configuration -> Global -> RT at a 
>>>> glance on RT 3.8.2
>>>> From:
>>>> Carlos Garcia Montoro <cgarcia at ific.uv.es>
>>>> Date:
>>>> Fri, 29 May 2009 12:18:06 +0200
>>>> To:
>>>> rt-users at lists.bestpractical.com
>>>>
>>>> To:
>>>> rt-users at lists.bestpractical.com
>>>>
>>>>
>>>> Hello,
>>>>
>>>> I've a question/request about RT that I have been neither able to 
>>>> resolve from myself, nor have I found it at the RT wiki or googling 
>>>> this mailing list.
>>>>
>>>> I'm newbie using RT. I'm installing an organizational RT (ver. 
>>>> 3.8.2). We have some departments that are autonomous of each other. 
>>>> Thus, I want to grant some privileges for every admin group of each 
>>>> department. I want to allow them to handle their own queues, 
>>>> groups, etc. But I also want not to allow them to modify others 
>>>> space. I have achieved this configuration, i.e. admins are only 
>>>> able to see their groups, admins can see all queues but they are 
>>>> only allowed to modify some properties (Cc, AdminCc,...)  of their 
>>>> own queues but not other queues. In order to do that I have granted 
>>>> them the global right "ShowConfigTab". Otherwise they had rights 
>>>> but they couldn't use them (they couldn't modify group membership 
>>>> of their groups,...).
>>>>
>>>> The problem I'm suffering is this: When I grant the "ShowConfigTab" 
>>>> right to a user or group, I'm also granting privileges to modify 
>>>> the global RT at a glance. Let me show an example: Let me create a 
>>>> user foo who can be granted rights ("Let this user be granted 
>>>> rights" is checked). This new user isn't a member of any group, so 
>>>> he has no right rather than "Everyone" and "Privileged". At this 
>>>> moment, global rights for these groups are the default (no global 
>>>> right for "Everyone", and only "ShowApprovalsTab" for 
>>>> "Privileged"). In some queues "Everyone" has two rights 
>>>> "CreateTicket" and "SeeQueue", but as far as I know they only grant 
>>>> privileges for creating a new ticket in these queues. Let this user 
>>>> be granted the global "ShowConfigTab" right ( "Configuration" -> 
>>>> "Global" -> "User Rights", and there foo is granted to 
>>>> "ShowConfigTab"). Now let foo log in. This user can see the 
>>>> configuration tab, but he can't modify anything since he is not 
>>>> allowed to. If he tries to modify anything RT won't allow it and 
>>>> foo will read a permission denied message. But if foo goes to 
>>>> "Configuration" -> "Global" -> "RT at a glance" and there he 
>>>> deletes "QuickCreate", RT allows it saying "Global portlet body 
>>>> saved.". Now let the privileged user bar log in. The RT at a glance 
>>>> of bar has no longer the "QuickCreate" frame when it previously had 
>>>> it. Hence, I don't want to grant foo the right of modifying the 
>>>> global RT at a glance!
>>>>
>>>> Is it the expected behaviour? Am I missing anything or doing 
>>>> something wrong?
>>>>
>>>> Thank you,
>>>> Carlos
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: 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
>> <cgarcia.vcf>_______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
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From jlucas at eagleinvsys.com  Fri Jun  5 14:22:08 2009
From: jlucas at eagleinvsys.com (Jeff Lucas)
Date: Fri, 5 Jun 2009 14:22:08 -0400
Subject: [rt-users] AT 1.2.3 default asset "Status" list
In-Reply-To: <4A294EE1.8010607@lbl.gov>
References: <4A26EB51.1080903@rice.edu><3BBAC6B669B5FB4E9CB7E7C3BEF58A6D13221E3E@bn-scl-be02.Cudanet.local><4A27F524.9040605@lbl.gov><589c94400906041604v53c67862q7121077bb84d98f8@mail.gmail.com>
	<4A294EE1.8010607@lbl.gov>
Message-ID: <11E641922C0B44439FB30F8936ABF621073AA93D@bigmail01.eagleinvsys.com>

Per AT 1.2.3?s AT_Config.pm file?

 

<snip>

# {{{ Miscellaneous AT Settings

 

# You can define new statuses and even reorder existing statuses here.

# WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT

# will break horribly.

 

@ActiveStatus = qw(production development qa dr pilot test) unless @ActiveStatus;

@InactiveStatus = qw(retired) unless @InactiveStatus; 

<snip>

 

We use a different standard and would like to change the default statuses AT comes with.  I do not recall RT using them (production development qa dr pilot test).  Will RT REALLY break horribly if these are changed or is this warning old/deprecated?

 

I cannot find them in the Custom Fields section or in the DB dump or in phpmyadmin (while searching) so how/where would I change them if it is ok to do so?  Or, would I have to change them in AT_Config.pm prior to installing AT.

 

Thanks.

 

-Jeff

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From jrhett at netconsonance.com  Fri Jun  5 14:36:46 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 5 Jun 2009 11:36:46 -0700
Subject: [rt-users] R:  R:  a couple bugs in RT 3.8.3
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D806468D2E89@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
	<3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
	<4A2910C4.6050902@ucrwcu.rwc.uc.edu>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E89@MBXCCR2.d1.bkd>
Message-ID: <80AB8B0E-E6B2-4E21-9807-FF75C3A2BEBA@netconsonance.com>

On Jun 5, 2009, at 6:21 AM, Guadagnino Cristiano wrote:
> Thank you very much Drew for the additional information.
> I have now set it to 120 and restarted Apache. Unfortunately, this  
> didn't achieve the expected result. The behaviour is the same as  
> before.


Is RefreshHomepage a HomepageComponent?

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





From kfcrocker at lbl.gov  Fri Jun  5 14:54:54 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 05 Jun 2009 11:54:54 -0700
Subject: [rt-users] Help with displaying message
Message-ID: <4A2969FE.3000106@lbl.gov>

To list,


    I've asked this before, but no doubt, didn't word it correctly. I'm 
trying to get RT to display a message from a scrip that executes.
    What I have is a scrip that changes the Ticket Status back to it's 
previous setting because a CF isn't set at all. "Mandatory" doesn't work 
because no one knows what to put in the CF when it is created. So I have 
to edit the CF when they try to "resolve" it. It works great. BUT, I 
don't want to just change the Ticket Status without displaying a message 
informing the user of said change. I have tried the following commands:

$RT::Logger->error("Resolution Type  NOT SET!");
$RT::Logger->info("Resolution Type  NOT SET!");
$RT::Logger->warning("Resolution Type  NOT SET!");
print STDERR message_content("Resolution Type  NOT SET!");

    None of these work. I can see the ::Logger ones in my RT Log, but 
that's not what I want. I want the message to display on the "Modify 
Ticket" screen.

    Can anyone help me on this? I would REALLY, REALLY appreciate it. 
Thanks.

Kenn
LBNL


From MarkRoedel at letu.edu  Fri Jun  5 16:34:42 2009
From: MarkRoedel at letu.edu (Mark Roedel)
Date: Fri, 05 Jun 2009 15:34:42 -0500
Subject: [rt-users] a couple bugs in RT 3.8.3
In-Reply-To: <BBFE68A3-AA1F-4DC3-BF11-B7CED124C1E0@netconsonance.com>
Message-ID: <C64EEB92.A9618%MarkRoedel@letu.edu>

Thanks, guys...I?ve uploaded a new ForkTicket that eliminates this error (at
least for me) in RT 3.8.3.  I need to work on getting it into CPAN, but in
the meantime you can download it from

     http://www.letu.edu/people/markroedel/RT-Extension-ForkTicket-0.2.tgz


--
Mark Roedel
Webmaster
LeTourneau University
Longview, Texas



On 6/4/09 8:27 PM, "Jo Rhett" <jrhett at netconsonance.com> wrote:

> On Jun 4, 2009, at 5:44 AM, Guadagnino Cristiano wrote:
>> - when I'm root and I click on
>> "configuration"->"users"->"whichever_user_name"->"History", I have this error
>> message:
>>  
>> Can't locate object method "Name" via package "No object mapping for field"
>> (perhaps you forgot to load "No object mapping for field"?) at
>> /opt/rt3/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT-Extension-Fo
>> rkTicket/Ticket/Elements/ShowTransaction/ModifyCommand line 7.
>>  
>> it seems the culprit is the "ForkTicket" extension? maybe it is broken by the
>> recent upgrade?
> 
> Yes, one of the callbacks is.   My hack was such: (note that this also
> disables Pre/Post-task which we don't use -- but you can easily add them back
> in)

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From steve at ls.berkeley.edu  Fri Jun  5 17:17:05 2009
From: steve at ls.berkeley.edu (Steve Sizemore)
Date: Fri, 5 Jun 2009 14:17:05 -0700
Subject: [rt-users] Resetting rt-3.8 theme
Message-ID: <20090605211703.GF11780@gigi>

In playing with themes under 3.8, I set my account to use the 3.6
theme, as an experiment. Now I can't figure out how to get the web2
theme back.

Thanks.
Steve
-- 
Steve Sizemore <steve (at) ls.berkeley.edu>, (510) 642-8570
Unix System Manager
    Dept. of Mathematics and College of Letters and Science
    University of California, Berkeley
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From steve at LS.Berkeley.EDU  Sat Jun  6 00:28:03 2009
From: steve at LS.Berkeley.EDU (Steve Sizemore)
Date: Fri, 5 Jun 2009 21:28:03 -0700
Subject: [rt-users] Resetting rt-3.8 theme
In-Reply-To: <20090605211703.GF11780@gigi>
References: <20090605211703.GF11780@gigi>
Message-ID: <20090606042803.GA14252@LS.Berkeley.EDU>

On Fri, Jun 05, 2009 at 02:17:05PM -0700, Steve Sizemore wrote:
> In playing with themes under 3.8, I set my account to use the 3.6
> theme, as an experiment. Now I can't figure out how to get the web2
> theme back.

This turned out to be a failure on my part to properly upgrade rt
through the appropriate stages. When I went back and completed that
successfully, the 3.5 (not 3.6) theme does properly present the option
to change back to web2.

Sorry for the noise.

Steve
-- 
Steve Sizemore <steve (at) ls.berkeley.edu>, (510) 642-8570
Unix System Manager
    Dept. of Mathematics and College of Letters and Science
    University of California, Berkeley


From alberto.villanueva at altran.es  Mon Jun  8 03:13:10 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Mon, 8 Jun 2009 09:13:10 +0200
Subject: [rt-users] HOWTO: add entries to Status field
In-Reply-To: <B3929FA27B4D424188C5EC348F7FC92A91796BC9A4@EXCHANGE01.ad.oicr.on.ca>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd><3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com><E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
	<B3929FA27B4D424188C5EC348F7FC92A91796BC9A4@EXCHANGE01.ad.oicr.on.ca>
Message-ID: <4E1AD5032EFA4A3DAF26B78AB1D95914@altran.es>


Hi Michael,


You must do this: http://wiki.bestpractical.com/view/ActiveStatus

Or also you can do that:
http://wiki.bestpractical.com/view/InactiveStatus


Best regards,

ALBERTO VILLANUEVA DEL VAL 
Consultant
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1 
Campezo Street, 1- 28022 - Madrid, Spain
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es

 
 

> -----Mensaje original-----
> De: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] En nombre 
> de Michael Mai
> Enviado el: viernes, 05 de junio de 2009 17:16
> Para: RT Users
> Asunto: [rt-users] HOWTO: add entries to Status field
> 
> Hi, 
> 
> I need to modify and /or add new entries to the Status field 
> in a ticket. Where can I make these changes?
> 
> Cheers,
> 
> MM
> _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: 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 guadagnino.cristiano at creval.it  Mon Jun  8 04:01:42 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 8 Jun 2009 10:01:42 +0200
Subject: [rt-users] R:  R:  R:  a couple bugs in RT 3.8.3
In-Reply-To: <80AB8B0E-E6B2-4E21-9807-FF75C3A2BEBA@netconsonance.com>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
	<3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
	<4A2910C4.6050902@ucrwcu.rwc.uc.edu>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E89@MBXCCR2.d1.bkd>
	<80AB8B0E-E6B2-4E21-9807-FF75C3A2BEBA@netconsonance.com>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D8064828988A@MBXCCR2.d1.bkd>

Yes, I have this in my RT_Config.pm:

Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]);

Bye
Cris

-----Messaggio originale-----
Da: Jo Rhett [mailto:jrhett at netconsonance.com] 
Inviato: venerd? 5 giugno 2009 20.37
A: Guadagnino Cristiano
Cc: Drew Barnes; RT Users
Oggetto: Re: [rt-users] R: R: a couple bugs in RT 3.8.3

On Jun 5, 2009, at 6:21 AM, Guadagnino Cristiano wrote:
> Thank you very much Drew for the additional information.
> I have now set it to 120 and restarted Apache. Unfortunately, this  
> didn't achieve the expected result. The behaviour is the same as  
> before.


Is RefreshHomepage a HomepageComponent?

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





From sme at i-tracing.com  Mon Jun  8 05:06:36 2009
From: sme at i-tracing.com (=?iso-8859-1?Q?S=E9bastien_Mesnard?=)
Date: Mon, 8 Jun 2009 11:06:36 +0200
Subject: [rt-users] Issue with a Scrip to keep the date of a Owner Changed
Message-ID: <007101c9e818$6db69070$4923b150$@com>

Hello,

 

I try to keep the date of a Owner changed event.

To do this, I use a scrip to write this date value in a CustomField named
"LastOwnerChangeDate".

 

Condition: "On Owner Change"

Action: "User Defined"

Template: "Global Template: Blank"

Stage: "TransactionCreate"

 

Custom condition:

return 1;

 

Custom action preparation code:

my $trans = $self->TransactionObj; 

my $ticket = $self->TicketObj; 

my $cf_obj = RT::CustomField->new($RT::SystemUser); 

my $cf_name = "LastOwnerChangeDate"; 

my $cf_value = $trans->CreatedAsString; 

 

$cf_obj->LoadByName(Name=>$cf_name);

$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n"); 

$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0); 

return 1;

 

Custom action cleanup code:

return 1;

 

It is almost working... :

- When I steal a ticket it works.

- When I give a ticket from the "People" section it works.

- When I give a ticket from the "Basics"  or "Jumbo" section, the date is
not changed... And here is my issue!

 

In fact, I think that RT begin by evaluating that the owner is changed so
the CustomField "LastOwnerChangeDate" is replaced to the new value by the
scrip (OK, that's good!).

But then RT evaluates the Field "LastOwnerChangeDate" in the web form... RT
see the old value in the field (the new one is already in the DB) and
replace the new value by the old one...

Maybe I?m wrong but this is what I understand from the logs.

 

Logs for "Steal" or "Give" in the "People" section:

Jun  6 13:37:06 rt-support RT: About to think about scrips for transaction
#112

Jun  6 13:37:06 rt-support RT: About to prepare scrips for transaction #112

Jun  6 13:37:06 rt-support RT: Found 1 scrips for TransactionCreate stage
with applicable type(s) Steal

Jun  6 13:37:06 rt-support RT: Loaded$cf_obj->Name = LastOwnerChangeDate

Jun  6 13:37:06 rt-support RT: About to commit scrips for transaction #112

Jun  6 13:37:06 rt-support RT: Committing scrip #12 on txn #112 of ticket #1

Jun  6 13:37:06 rt-support RT: Found 0 scrips for TransactionBatch stage
with applicable type(s) Steal

 

Logs for "Give" in the "Basics"  or "Jumbo" section:

Jun  6 13:36:45 rt-support RT: About to think about scrips for transaction
#110

Jun  6 13:36:45 rt-support RT: About to prepare scrips for transaction #110

Jun  6 13:36:45 rt-support RT: Found 1 scrips for TransactionCreate stage
with applicable type(s) Give

Jun  6 13:36:45 rt-support RT: Loaded$cf_obj->Name = LastOwnerChangeDate

Jun  6 13:36:45 rt-support RT: About to commit scrips for transaction #110

Jun  6 13:36:45 rt-support RT: Committing scrip #12 on txn #110 of ticket #1

Jun  6 13:36:45 rt-support RT: About to think about scrips for transaction
#111

Jun  6 13:36:45 rt-support RT: About to prepare scrips for transaction #111

Jun  6 13:36:45 rt-support RT: Found 1 scrips for TransactionCreate stage
with applicable type(s) CustomField

Jun  6 13:36:45 rt-support RT: About to commit scrips for transaction #111

Jun  6 13:36:45 rt-support RT: Found 0 scrips for TransactionBatch stage
with applicable type(s) Give,CustomField

 

How can I make it works without this issue ?

Thanks.

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From cgarcia at ific.uv.es  Mon Jun  8 07:01:22 2009
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Mon, 08 Jun 2009 13:01:22 +0200
Subject: [rt-users] Rights issue on Configuration -> Global -> RT at a
 glance on RT 3.8.2
In-Reply-To: <4A295D04.90100@lbl.gov>
References: <4A2799BA.7070609@ific.uv.es> <4A27EF63.80309@lbl.gov>
	<4A28CF86.6070707@ific.uv.es>
	<84DB29AC-801C-43A5-AF5A-8115180638A3@netconsonance.com>
	<4A295D04.90100@lbl.gov>
Message-ID: <4A2CEF82.9030508@ific.uv.es>

I wanted to grant "ShowConfigTab" only for a few users who are "group 
directors" at my institution, but I don't want  that doing so, they can 
modify the /*GLOBAL*/ RT at a glance, as they can do, if they have this 
single right.

Jo, I'm sure that it is the global RT at a glance, because I'm following 
these steps: "Configuration -> Global -> RT at a glance" and because if 
any user who has the ShowConfigTab changes something there, you logout 
and log in as another user, the RT at a glance of the second user has 
changed.

Kenn, the problem is not htat they can change their own RT at a glance. 
The problem is that they can change the global RT at a glance...

Perhaps I'm missing something, but at the moment, I don't know what it is.

Thank you again,
Carlos

Ken Crocker wrote:
> Carlos,
> 
>     I'm with Jo on this one. We are on 3.6.4 and I have over 100 users 
> and the majority of them do /*NOT*/ have the "ShowConfigTab" right yet 
> they /*ALL*/ can modify their "RT at a Glance" settings.
> 
> 
> Kenn
> LBNL
> 
> On 6/5/2009 3:13 AM, Jo Rhett wrote:
>> Are you sure it's the global RT At a Glance?   It seems everyone can 
>> modify it for themselves...
>>
>> On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote:
>>> Hi Kenn, hi everybody,
>>>
>>> Thank you for your answer. I was expecting the same behaviour as you. 
>>> But for my unpleasant surprise, a user who only has
>>> - "ShowConfigTab" global right for himself.
>>> - "ShowAprovalsTab" global right for Privileged users. And
>>> - "CreateTicket" and "SeeQueue" in some queues as Everyone's rights 
>>> in those queues.
>>> can do nothing harmful with the single exception of modifying the 
>>> global RT at a glance.
>>>
>>> This behaviour has surprised me probably as much as you. Because of 
>>> it, I want that someone else checks this configuration in order to 
>>> see whether it is my fault (I am doing something wrong) or it is a RT 
>>> bug (this happens to everybody, but it shouldn't).
>>>
>>> Greetings,
>>> Carlos
>>>
>>> PS: I found somewhere a RT installation for testing purposes, but 
>>> users   grants, including root, where so restricted, that I couldn't 
>>> reproduce the configuration I wanted.
>>>
>>> Ken Crocker wrote:
>>>> Carlos,
>>>>    I may be mistaken, butI think the "ShowConfigTab" merely allows 
>>>> the user to see that tab and the functions under it. The user still 
>>>> needs to have other rights (like "ShowTemplate" and 
>>>> "ModifyTemplate") in order to see/modify templates and I'm sure the 
>>>> same situation exists for other objects to be modified.
>>>> Kenn
>>>> LBNL
>>>> On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote:
>>>>> Sorry for posting this twice, but I'm trying to make it shorter.
>>>>>
>>>>> Please, can anyone confirm me that a user who only has the global 
>>>>> right "ShowConfigTab" is able to modify the global RT at a glance?
>>>>>
>>>>> I'm using RT 3.8.2 and I would like to know if either I'm doing 
>>>>> something wrong or this is the expected behaviour. If this were the 
>>>>> second case, should this be considered a bug?
>>>>>
>>>>> For a longer explanation, attached you can find my previous message.
>>>>>
>>>>> Thanking you in advance,
>>>>> Carlos
>>>>>
>>>>> ------------------------------------------------------------------------ 
>>>>>
>>>>>
>>>>> Subject:
>>>>> [rt-users] Rights issue on Configuration -> Global -> RT at a 
>>>>> glance on RT 3.8.2
>>>>> From:
>>>>> Carlos Garcia Montoro <cgarcia at ific.uv.es>
>>>>> Date:
>>>>> Fri, 29 May 2009 12:18:06 +0200
>>>>> To:
>>>>> rt-users at lists.bestpractical.com
>>>>>
>>>>> To:
>>>>> rt-users at lists.bestpractical.com
>>>>>
>>>>>
>>>>> Hello,
>>>>>
>>>>> I've a question/request about RT that I have been neither able to 
>>>>> resolve from myself, nor have I found it at the RT wiki or googling 
>>>>> this mailing list.
>>>>>
>>>>> I'm newbie using RT. I'm installing an organizational RT (ver. 
>>>>> 3.8.2). We have some departments that are autonomous of each other. 
>>>>> Thus, I want to grant some privileges for every admin group of each 
>>>>> department. I want to allow them to handle their own queues, 
>>>>> groups, etc. But I also want not to allow them to modify others 
>>>>> space. I have achieved this configuration, i.e. admins are only 
>>>>> able to see their groups, admins can see all queues but they are 
>>>>> only allowed to modify some properties (Cc, AdminCc,...)  of their 
>>>>> own queues but not other queues. In order to do that I have granted 
>>>>> them the global right "ShowConfigTab". Otherwise they had rights 
>>>>> but they couldn't use them (they couldn't modify group membership 
>>>>> of their groups,...).
>>>>>
>>>>> The problem I'm suffering is this: When I grant the "ShowConfigTab" 
>>>>> right to a user or group, I'm also granting privileges to modify 
>>>>> the global RT at a glance. Let me show an example: Let me create a 
>>>>> user foo who can be granted rights ("Let this user be granted 
>>>>> rights" is checked). This new user isn't a member of any group, so 
>>>>> he has no right rather than "Everyone" and "Privileged". At this 
>>>>> moment, global rights for these groups are the default (no global 
>>>>> right for "Everyone", and only "ShowApprovalsTab" for 
>>>>> "Privileged"). In some queues "Everyone" has two rights 
>>>>> "CreateTicket" and "SeeQueue", but as far as I know they only grant 
>>>>> privileges for creating a new ticket in these queues. Let this user 
>>>>> be granted the global "ShowConfigTab" right ( "Configuration" -> 
>>>>> "Global" -> "User Rights", and there foo is granted to 
>>>>> "ShowConfigTab"). Now let foo log in. This user can see the 
>>>>> configuration tab, but he can't modify anything since he is not 
>>>>> allowed to. If he tries to modify anything RT won't allow it and 
>>>>> foo will read a permission denied message. But if foo goes to 
>>>>> "Configuration" -> "Global" -> "RT at a glance" and there he 
>>>>> deletes "QuickCreate", RT allows it saying "Global portlet body 
>>>>> saved.". Now let the privileged user bar log in. The RT at a glance 
>>>>> of bar has no longer the "QuickCreate" frame when it previously had 
>>>>> it. Hence, I don't want to grant foo the right of modifying the 
>>>>> global RT at a glance!
>>>>>
>>>>> Is it the expected behaviour? Am I missing anything or doing 
>>>>> something wrong?
>>>>>
>>>>> Thank you,
>>>>> Carlos
>>>>>
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>> Community help: http://wiki.bestpractical.com
>>>>> Commercial support: 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
>>> <cgarcia.vcf>_______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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
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From jesse at bestpractical.com  Mon Jun  8 09:20:10 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 8 Jun 2009 09:20:10 -0400
Subject: [rt-users] Making RT and Altiris play nice
In-Reply-To: <1244149858.29154.217.camel@jwinder-workstation>
References: <1244149858.29154.217.camel@jwinder-workstation>
Message-ID: <20090608132010.GT26770@bestpractical.com>




On Thu, Jun 04, 2009 at 05:10:58PM -0400, Jeremy Winder wrote:
> When we started talking about implementing RT it was to solve an issue
> we have between our help desk and the help desk of our biggest customer.
> The idea was to have their Altiris system send emails to our RT install
> regarding issues we needed to deal with, and for RT to be able to keep
> their Altiris system updated as to whether the ticket was rejected or
> completed by us.
> 
> One of the unforeseen issues is the email loop caused by both systems
> tracking email correspondence by ticket number in the subject. Altiris
> sets the subject to something like:
> 
> Medium Incident #11495 has been reassigned by Somebody
> 
> So of course our RT makes it:
> 
> [rt.local #104] Medium Incident #11495 has been reassigned by Somebody
> 
> Anytime the Altiris system updates their ticket we create a new one and
> anytime RT updates our ticket they create a new one.
> 
> If anyone has ideas around this issue, I would love to hear them.

RT 3.8 has a built-in Scrip which should take care of this for you once
it's taught to recognize the subject tags from altiris. 

You want to look at the documentation for ExtractSubjectTagMatch in your
RT_Config.pm



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

-- 


From vaclav.vobornik at commerzbank.com  Mon Jun  8 09:46:38 2009
From: vaclav.vobornik at commerzbank.com (Vaclav Vobornik)
Date: Mon, 08 Jun 2009 15:46:38 +0200
Subject: [rt-users] reply to a comment leads to correspondence (instead of
	comment)
Message-ID: <4A2D163E.4020605@commerzbank.com>

Hello
we are using fetchmail and "rt-mailgate --queue General --action 
correspond" to pass emails from mail box into the RT (3.8.2). 
Unfortunately, we have only one mailbox available and any email reply 
(to the same email address) to a comment (written using the web 
interface) leads to unwanted publishing of the comment.

Is there any way, how to process "[comments]" string in a subject that 
RT could process it as a comment instead of a correspondence even it is 
sent to the same email address?

I know this could be solved on a system level (e.g. procmail), but I 
would rather see it solved inside the RT...

Many thanks
Vaclav Vobornik



From FluchT at wyeth.com  Mon Jun  8 10:13:22 2009
From: FluchT at wyeth.com (Thomas Fluch)
Date: Mon, 08 Jun 2009 10:13:22 -0400
Subject: [rt-users] Ticket Status manually changed to resolved will
	automatically	change back to open
Message-ID: <4A2D38A20200008A00021B65@gv01a67m.gv.us.pri.wyeth.com>

Hi!
 
I'm working on a problem regarding user management and ticket modification.
 
I have normal privileged users and others.
"Everyone" (in a global context) has the following rights:
CreateTicketModifySelfReplyToTicketModifyTicket (tried it with and without this right, actually i dont want to set this right for everyone)"Privileged" can addiationally
OwnTicketNow there is another group of users which should not have as much rights as privileged users but more rights than everyone. These people are external users which have the privilege to work on tickets like supporter (privileged users). Due to the fact that many many external users could get such a specific status, i dont want to add them to a group manually.
 
As a supporter, I created a ticket, threw it into an "External"-Queue and as the requestor I set the external users email address. The user has been created, he can access RT but is not allowed to have any additional rights. Im fine with that.
 
When I login as this external user, i want to change the ticket status to resolved (via the self-service-interface) and therefor I click on the ticket ?> Reply or Comment ?> and change the status of the ticket out of the drop-down-menu.
 
The History tells me: Ticketstatus changed from opened to resolved (thats what i want) ?> But at the same second RT does this automatically: ?> Ticketstatus changed from resolved to opened (thats not what i want)
 
So why does RT change the status back to open automatically? If i wouldnt have the permission to change the status, wouldnt it tell me: "Not allowed" or something?
 
Does anyone know which additional rights i must set so that predefined external unprivileged users can change the status of their own tickets?
 
Thanks!
Best regards,
Tommy!
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From torsten.brumm at googlemail.com  Mon Jun  8 10:26:27 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 8 Jun 2009 16:26:27 +0200
Subject: [rt-users] AT 1.2.3 default asset "Status" list
In-Reply-To: <11E641922C0B44439FB30F8936ABF621073AA93D@bigmail01.eagleinvsys.com>
References: <4A26EB51.1080903@rice.edu>
	<3BBAC6B669B5FB4E9CB7E7C3BEF58A6D13221E3E@bn-scl-be02.Cudanet.local>
	<4A27F524.9040605@lbl.gov>
	<589c94400906041604v53c67862q7121077bb84d98f8@mail.gmail.com>
	<4A294EE1.8010607@lbl.gov>
	<11E641922C0B44439FB30F8936ABF621073AA93D@bigmail01.eagleinvsys.com>
Message-ID: <bdbd084b0906080726t2f4f467w88a0905876b7863f@mail.gmail.com>

It is depending on your setup, if you have a new, clean install without any
asset, i think it will work, but if you already have assets with old status
values, it will break i think

2009/6/5 Jeff Lucas <jlucas at eagleinvsys.com>

>  Per AT 1.2.3?s AT_Config.pm file?
>
>
>
> <snip>
>
> # {{{ Miscellaneous AT Settings
>
>
>
> # You can define new statuses and even reorder existing statuses here.
>
> *# WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT*
>
> *# will break horribly.*
>
>
>
> @ActiveStatus = qw(production development qa dr pilot test) unless
> @ActiveStatus;
>
> @InactiveStatus = qw(retired) unless @InactiveStatus;
>
> <snip>
>
>
>
> We use a different standard and would like to change the default statuses
> AT comes with.  I do not recall RT using them (production development qa dr
> pilot test).  Will RT REALLY break horribly if these are changed or is this
> warning old/deprecated?
>
>
>
> I cannot find them in the Custom Fields section or in the DB dump or in
> phpmyadmin (while searching) so how/where would I change them if it is ok to
> do so?  Or, would I have to change them in AT_Config.pm prior to installing
> AT.
>
>
>
> Thanks.
>
>
>
> -Jeff
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From fms at amaranth.com  Mon Jun  8 10:16:27 2009
From: fms at amaranth.com (Faith Senie)
Date: Mon, 8 Jun 2009 10:16:27 -0400
Subject: [rt-users] Reminders: What are they,
	can they (or something else in RT) be made to do this?
Message-ID: <B7ABF4DC-C87E-4137-BE4A-3916F9B9ADF9@amaranth.com>

I have looked through the Wiki and anything else I could find for full  
documentation of the purpose of the "Reminders" tickets, and I haven't  
found anything other than explanations of how to deal with problems  
with them (details of how to make them go away when the ticket they're  
based on is closed out, etc.).  So can someone explain what the major  
purpose of the Reminders tickets is?

Also, the functionality we were trying to achieve with them is the  
following, which they clearly don't do.  How do we do this?  We'd like  
to have a mechanism by which we can set a trigger in a ticket that  
will send the owner an email on a specified date that says, "There's  
something you need to do with this ticket today".  It is not  
sufficient for it to put up a notice on the RT main page, as we don't  
normally open RT unless there's a new ticket or we're explicitly  
updating an existing one -- it must send email to the owner.  We don't  
want anything before the specified date, we want it on the specified  
date.  A one-time email on that date is sufficient.  Can Reminders be  
updated to do this, or is there another mechanism we could use to do  
this?

Thanks,
Faith



From Kendric.Beachey at garmin.com  Mon Jun  8 11:07:41 2009
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 8 Jun 2009 10:07:41 -0500
Subject: [rt-users] How do you "reset" an RT database to "freshly installed"
	status?
Message-ID: <D46F068180D9AE4AA2EE6583C4158DDF08EDAA31@kildonan.ad.garmin.com>

I'm working on converting from an old RT2 to a 3.6.x vintage RT3.  So
far, mostly pretty successfully.  I got the new one set up to
authenticate off of our Active Directory, and also to create new RT
accounts from AD.  And I got the email interface up and running.

I downloaded the latest "rt2-to-rt3" scripts, and over the weekend I ran
the export.  It went just fine.

The import that I ran this morning ran great for quite a while, then
crashed when it got a duplicate key error on the Attachments table.
There was some data in the system already before I started the
import...I deleted everything from the Tickets table but not
Attachments.  Oops.

Anyway, it looks like the import plausibly pulled in everything we
really care about...any ticket with an id less than 10000 is too old to
really care about...but I'm not 100% sure.  The export directories show
exactly 1000 tickets in every 1000-ticket range, but when I do a search
in the new RT for tickets between, say, 10000 and 11000, I seem to be
short by a few dozen.  Doing 'select count(*) from Tickets" on the old
shows 11801 rows, but on the new one it only shows 7135.

So I think I'd like to "hit the reset button" on the database and try
the import again.  What do I need to do to make the database look like a
fresh install with no activity in it yet?  Do I just delete all rows
from all tables?  That sounds a little dangerous...I'm assuming even a
fresh install has SOME rows that govern some basic system behavior.

I don't want to reinstall all of RT if I can help it...the perl code is
working fine; it's just the database I want to reset.

Thanks for any help...
--
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 rmp.dmd1229 at gmail.com  Mon Jun  8 11:21:35 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Mon, 8 Jun 2009 11:21:35 -0400
Subject: [rt-users] Filter Alerts
Message-ID: <61d255bb0906080821xa33fe50y8a2634e124422086@mail.gmail.com>

hi,

We are sending alerts from our monitoring to RT so that it will create a
ticket for us.

There's one alert that we do not want ticket to be created.  Is there a way
to filter this alert?


thanks!
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From rmp.dmd1229 at gmail.com  Mon Jun  8 11:37:13 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Mon, 8 Jun 2009 11:37:13 -0400
Subject: [rt-users] update an existing ticket coming from specific requestor
Message-ID: <61d255bb0906080837n79ae56a0j3ec621089f9f7411@mail.gmail.com>

Hi,

Is there a way to just update an existing ticket instead of creating one
with request coming from:

- specific requestor
- specific characters on Subject: (for the request


Thanks!
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From ranatanveer at gmail.com  Mon Jun  8 11:47:42 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Mon, 8 Jun 2009 21:47:42 +0600
Subject: [rt-users] RT 3.8.2 and could not load a valid user problem.
In-Reply-To: <2282948c0906041020u2d73e6f8id6520a724b10ae8f@mail.gmail.com>
References: <2282948c0906040608k6f38671aqdd90c9e4db5d95de@mail.gmail.com>
	<991123400906040642t2ca351cbpc19ad71c06553a5c@mail.gmail.com>
	<2282948c0906040720g7d43eed7p57a3b785d4bcc417@mail.gmail.com>
	<2282948c0906041020u2d73e6f8id6520a724b10ae8f@mail.gmail.com>
Message-ID: <2282948c0906080847w568d18a6mfe56fde6593c1bf3@mail.gmail.com>

Hi all, i am still facing problem. could any one response ?

2009/6/4 Rana Tanveer <ranatanveer at gmail.com>:
> Hi,
>
> This is what i am getting in logs:
>
> un  4 16:52:18  RT: No permission to create tickets in the queue 'foo' (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:244)
> Jun  4 16:52:18  RT: Could not record email: Ticket creation failed: No permission to create tickets in the queue 'foo' (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:75)
>
> Is it possible to send copy of this error msg to RT owner/admin
>
> Rana Tanveer
>
>
> 2009/6/4 Rana Tanveer <ranatanveer at gmail.com>
>>
>>
>> 2009/6/4 Odhiambo ????? <odhiambo at gmail.com>
>>>
>>> On Thu, Jun 4, 2009 at 4:08 PM, Rana Tanveer <ranatanveer at gmail.com>
>>> wrote:
>>>>
>>>> Hi Community and RT Admins
>>>>
>>>> I have upgrade from RT 3.8.1 to 3.8.2, but i am facing some problem
>>>> regarding RT bounce mails.
>>>>
>>>> is there any change in RT 3.8.2 ? as from some unprivileged users it
>>>> bounce mails and for some it does not. ?
>>>>
>>>> In Earlier version RT was bouncing every single mail sending by
>>>> unprivileged users.
>>>>
>>>> I have configured my RT in such a way that unprivileged users can't
>>>> create tickets, so mails should be bounce in the form "Could not load a
>>>> valid user" ? if unprivileged user try to send mail to any Q.
>>>>
>>>> As I am loosing my important mails, could any one guide me what changes
>>>> are made in RT 3.8.2 ?
>>>
>>> This one, you really have to behave like the sysadmin that you are.
>>> Everytime I made up my mind to upgrade RT because there was need for me
>>> to, I'd do:
>>>
>>> cp -Rp /opt/rt /opt/rt-RT_VERSION-backup-$DATE
>>> mysqldump rt > rt-RT_VERSION-dbbackup-$DATE (Well, I always use MySQL)
>>>
>>> After these I would upgrade and test, test, test (when everyone is
>>> supposedly asleep!)
>>>
>>> If the upgrade is causing you pain, you can back off to the previous
>>> version.
>>>
>>> Otherwise you need to provide some logging information about what is
>>> happening.
>>>
>>> Do you see anything in the ChangeLog that might be related to your
>>> problems?
>>>
>>>
>>> --
>>> Best regards,
>>> Odhiambo WASHINGTON,
>>> Nairobi,KE
>>> +254733744121/+254722743223
>>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>>> "Clothes make the man.  Naked people have little or no influence on
>>> society."
>>>               -- Mark Twain
>>
>>
>> Thanks Odhiambo  for your quick response:
>>
>> i have backup, but there are many transactions during, if i opt to  RT
>> fallback, than how to downgrade RT DB ? that is also an issue.
>>
>> i am checking logging information, and will update.
>>
>> --
>> ---------------------------------------------
>>          Rana Tanveer
>>         +923224194457
>> http://www.sysadminsline.com
>> ---------------------------------------------
>
>
>
> --
> ---------------------------------------------
>          Rana Tanveer
>         +923224194457
> http://www.sysadminsline.com
> ---------------------------------------------
>



-- 
---------------------------------------------
          Rana Tanveer
         +923224194457
http://www.sysadminsline.com
---------------------------------------------


From ranatanveer at gmail.com  Mon Jun  8 11:49:34 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Mon, 8 Jun 2009 21:49:34 +0600
Subject: [rt-users] Only Plain Text Mails.
In-Reply-To: <2282948c0906050616y6544fc56g2211028c5653d21d@mail.gmail.com>
References: <2282948c0905302132u29498983sd31e4dfe7835cec5@mail.gmail.com>
	<2282948c0906011718u55faf1e1yd4e3ffcc87fb2c8f@mail.gmail.com>
	<2282948c0906041537t7fdad339if4f041760dd3e5e2@mail.gmail.com>
	<2282948c0906050616y6544fc56g2211028c5653d21d@mail.gmail.com>
Message-ID: <2282948c0906080849h783acjd4aaf4cfe8d19c8e@mail.gmail.com>

Hi All, Could any one response me as i am still facing problem ?

On Fri, Jun 5, 2009 at 7:16 PM, Rana Tanveer<ranatanveer at gmail.com> wrote:
> Hi all
>
> I need expert opinion regarding either i have to modify templates or
> config file or both for my text/html problem?
>
> Rana Tanveer
>



-- 
---------------------------------------------
          Rana Tanveer
         +923224194457
http://www.sysadminsline.com
---------------------------------------------


From Dominic.Lepiane at ptgrey.com  Mon Jun  8 12:00:00 2009
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Mon, 08 Jun 2009 09:00:00 -0700
Subject: [rt-users] Binary files broken since upgrade to RT 3.8
In-Reply-To: <4A26D1AB.4090001@ptgrey.com>
References: <4A2591B1.4030606@ptgrey.com>	<589c94400906021434y12be4e91ua2ddaa7ca33f8d9a@mail.gmail.com>	<4A25B25C.1050908@ptgrey.com>	<c8c01a250906021647r3d963603n2b5699bc4cd15283@mail.gmail.com>
	<4A26D1AB.4090001@ptgrey.com>
Message-ID: <4A2D3580.7050801@ptgrey.com>

This worked fine for us in the end.  Did a select on the Content from
the restored old database, and then just updated the Content in the
corresponding row in the new database.  We also have similar problems
with other fields, like Headers, where there is any unicode / extended
acsii characters (diacritics or Asian characters) and these fields are
fixed in the same way.

Thank all for your help,
 - Dominic

Dominic Lepiane wrote:
> Thanks, it looks like this might work.  We basically have a script
> which selects the data out of the 3.6 db and then update the
> corresponding row in the 3.8 db and so far I'm getting better results.
>
> Thanks,
> - Dominic
>
>
> Aaron Guise wrote:
>> Hi,
>>
>> I too had a similar problem. I inherited our RT System from an
>> earlier administrator whom didn't complete some step correctly
>> earlier in the life of the system.  We were going from 3.6.5 to 3.8.0
>> and all worked fine.  Since then to enable some plugins I attempted
>> to update to 3.8.2. 
>>
>> I did use --default-character-set=binary on mysqldump and completed
>> all of the upgrade steps as per UPGRADING.mysql but upon browsing the
>> newly updated RT System to my surprise all the binary attachments had
>> been corrupted as you are mentioning.
>>
>> To get around this I created a couple of perl scripts.
>> 1.  Pulls all attachments out of the functioning database
>> (Pre-Upgrade) and dumps them to the filesystem
>> 2.  Inserts all attachments back into the newly updated schema.
>>
>> This approach worked for me, I was then able to use 3.8.2 without any
>> trouble at all.
>>
>>     *Regards,*
>>
>>     *Aaron Guise
>>     *
>>
>>


From kfcrocker at lbl.gov  Mon Jun  8 12:45:50 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 08 Jun 2009 09:45:50 -0700
Subject: [rt-users] Issue with a Scrip to keep the date of a Owner
	Changed
In-Reply-To: <007101c9e818$6db69070$4923b150$@com>
References: <007101c9e818$6db69070$4923b150$@com>
Message-ID: <4A2D403E.7080009@lbl.gov>

Sebastien,

    Try using the stage "TransactionBatch" (remember to turn it on in 
RT_SiteConfig.pm). I think that will do it. Also, I don't think you need 
the "return 1;" on the Custom Condition code area as you have already 
set a condition by selecting one that is NOT user-defined. Hope this helps.

Kenn
LBNL

On 6/8/2009 2:06 AM, S?bastien Mesnard wrote:
>
> Hello,
>
>  
>
> I try to keep the date of a Owner changed event.
>
> To do this, I use a scrip to write this date value in a CustomField 
> named "LastOwnerChangeDate".
>
>  
>
> Condition: "On Owner Change"
>
> Action: "User Defined"
>
> Template: "Global Template: Blank"
>
> Stage: "TransactionCreate"
>
>  
>
> Custom condition:
>
> return 1;
>
>  
>
> Custom action preparation code:
>
> my $trans = $self->TransactionObj;
>
> my $ticket = $self->TicketObj;
>
> my $cf_obj = RT::CustomField->new($RT::SystemUser);
>
> my $cf_name = "LastOwnerChangeDate";
>
> my $cf_value = $trans->CreatedAsString;
>
>  
>
> $cf_obj->LoadByName(Name=>$cf_name);
>
> $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
>
> $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, 
> RecordTransaction=>0);
>
> return 1;
>
>  
>
> Custom action cleanup code:
>
> return 1;
>
>  
>
> It is almost working... :
>
> - When I steal a ticket it works.
>
> - When I give a ticket from the "People" section it works.
>
> - When I give a ticket from the "Basics"  or "Jumbo" section, the date 
> is not changed... And here is my issue!
>
>  
>
> In fact, I think that RT begin by evaluating that the owner is changed 
> so the CustomField "LastOwnerChangeDate" is replaced to the new value 
> by the scrip (OK, that's good!).
>
> But then RT evaluates the Field "LastOwnerChangeDate" in the web 
> form... RT see the old value in the field (the new one is already in 
> the DB) and replace the new value by the old one...
>
> Maybe I'm wrong but this is what I understand from the logs.
>
>  
>
> Logs for "Steal" or "Give" in the "People" section:
>
> Jun  6 13:37:06 rt-support RT: About to think about scrips for 
> transaction #112
>
> Jun  6 13:37:06 rt-support RT: About to prepare scrips for transaction 
> #112
>
> Jun  6 13:37:06 rt-support RT: Found 1 scrips for TransactionCreate 
> stage with applicable type(s) Steal
>
> Jun  6 13:37:06 rt-support RT: Loaded$cf_obj->Name = LastOwnerChangeDate
>
> Jun  6 13:37:06 rt-support RT: About to commit scrips for transaction #112
>
> Jun  6 13:37:06 rt-support RT: Committing scrip #12 on txn #112 of 
> ticket #1
>
> Jun  6 13:37:06 rt-support RT: Found 0 scrips for TransactionBatch 
> stage with applicable type(s) Steal
>
>  
>
> Logs for "Give" in the "Basics"  or "Jumbo" section:
>
> Jun  6 13:36:45 rt-support RT: About to think about scrips for 
> transaction #110
>
> Jun  6 13:36:45 rt-support RT: About to prepare scrips for transaction 
> #110
>
> Jun  6 13:36:45 rt-support RT: Found 1 scrips for TransactionCreate 
> stage with applicable type(s) Give
>
> Jun  6 13:36:45 rt-support RT: Loaded$cf_obj->Name = LastOwnerChangeDate
>
> Jun  6 13:36:45 rt-support RT: About to commit scrips for transaction #110
>
> Jun  6 13:36:45 rt-support RT: Committing scrip #12 on txn #110 of 
> ticket #1
>
> Jun  6 13:36:45 rt-support RT: About to think about scrips for 
> transaction #111
>
> Jun  6 13:36:45 rt-support RT: About to prepare scrips for transaction 
> #111
>
> Jun  6 13:36:45 rt-support RT: Found 1 scrips for TransactionCreate 
> stage with applicable type(s) CustomField
>
> Jun  6 13:36:45 rt-support RT: About to commit scrips for transaction #111
>
> Jun  6 13:36:45 rt-support RT: Found 0 scrips for TransactionBatch 
> stage with applicable type(s) Give,CustomField
>
>  
>
> How can I make it works without this issue ?
>
> Thanks.
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From Jason.Doran at nuim.ie  Mon Jun  8 12:39:58 2009
From: Jason.Doran at nuim.ie (Jason Doran)
Date: Mon, 08 Jun 2009 17:39:58 +0100
Subject: [rt-users] Escalating priorities and using 'LastUpdated' in searches
Message-ID: <4A2D3EDE.4070707@nuim.ie>

Hi,
We are currently escalating priorities for all queues each night with a 
cron job.

# escalate tickets for all queues
while (my $queue = $queues->Next) {
my $queuename = $queue->Name;
system("$crontool --search RT::Search::ActiveTicketsInQueue " .
"--search-arg \"$queuename\" ".
"--action RT::Action::EscalatePriority");
}


Now some people are complaing that they cannot look at tickets that 
haven't been updated in a given time period (by a real person) using 
'LastUpdated' in searches, since most tickets have their priority 
updated every night and there is a transaction: root - Priority changed 
from?

Is there a way to ignore transactions of priority change when running 
queries using 'LastUpdated', or perhaps I should not run the cron job at 
all. I am not sure that it really provides us with anything at the 
moment other than being able to sort on priority. What do other people 
do with escalating priorities and using LastUpdated in searches?

Regards,
Jason





From kfcrocker at lbl.gov  Mon Jun  8 12:49:22 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 08 Jun 2009 09:49:22 -0700
Subject: [rt-users] reply to a comment leads to correspondence (instead
 of	comment)
In-Reply-To: <4A2D163E.4020605@commerzbank.com>
References: <4A2D163E.4020605@commerzbank.com>
Message-ID: <4A2D4112.5070109@lbl.gov>

Vaclav,


    I may be missing something here, as I am on 3.6.4, but it was my 
understanding that adding comments to a ticket does NOT create an email 
(correspondence). Therefore, how does one "Reply" to correspondence that 
does not happen? Just a question so I can understand the context of the 
problem.

Kenn
LBNL

On 6/8/2009 6:46 AM, Vaclav Vobornik wrote:
> Hello
> we are using fetchmail and "rt-mailgate --queue General --action 
> correspond" to pass emails from mail box into the RT (3.8.2). 
> Unfortunately, we have only one mailbox available and any email reply 
> (to the same email address) to a comment (written using the web 
> interface) leads to unwanted publishing of the comment.
>
> Is there any way, how to process "[comments]" string in a subject that 
> RT could process it as a comment instead of a correspondence even it is 
> sent to the same email address?
>
> I know this could be solved on a system level (e.g. procmail), but I 
> would rather see it solved inside the RT...
>
> Many thanks
> Vaclav Vobornik
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From ktm at rice.edu  Mon Jun  8 12:54:42 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 8 Jun 2009 11:54:42 -0500
Subject: [rt-users] Escalating priorities and using 'LastUpdated'
	in	searches
In-Reply-To: <4A2D3EDE.4070707@nuim.ie>
References: <4A2D3EDE.4070707@nuim.ie>
Message-ID: <20090608165442.GW18879@it.is.rice.edu>

On Mon, Jun 08, 2009 at 05:39:58PM +0100, Jason Doran wrote:
> Hi,
> We are currently escalating priorities for all queues each night with a 
> cron job.
> 
> # escalate tickets for all queues
> while (my $queue = $queues->Next) {
> my $queuename = $queue->Name;
> system("$crontool --search RT::Search::ActiveTicketsInQueue " .
> "--search-arg \"$queuename\" ".
> "--action RT::Action::EscalatePriority");
> }
> 
> 
> Now some people are complaing that they cannot look at tickets that 
> haven't been updated in a given time period (by a real person) using 
> 'LastUpdated' in searches, since most tickets have their priority 
> updated every night and there is a transaction: root - Priority changed 
> from?
> 
> Is there a way to ignore transactions of priority change when running 
> queries using 'LastUpdated', or perhaps I should not run the cron job at 
> all. I am not sure that it really provides us with anything at the 
> moment other than being able to sort on priority. What do other people 
> do with escalating priorities and using LastUpdated in searches?
> 
> Regards,
> Jason
> 

Hi Jason,

We initially setup priority escalation nightly as well. And like you
we found that the LastUpdated information was lost. In addition, in
our environment as priorities increased, no additional resources were
actually available to help resolve the higher priority tickets. This
resulted in a large number of tickets with a high priority and often
at the priority cap. So in addition to losing the LastUpdated information,
the use of the priority field to track an issues priority was lost as
well. And one final problem, the additional "noise" priority escalation
transactions also slowed down ticket display as well. I would recommend
not using priority escalation unless you have addressed all of the
problems mentioned above.

Good luck,
Ken


From kfcrocker at lbl.gov  Mon Jun  8 12:57:45 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 08 Jun 2009 09:57:45 -0700
Subject: [rt-users] Reminders: What are they,
 can they (or something else in RT) be made to do this?
In-Reply-To: <B7ABF4DC-C87E-4137-BE4A-3916F9B9ADF9@amaranth.com>
References: <B7ABF4DC-C87E-4137-BE4A-3916F9B9ADF9@amaranth.com>
Message-ID: <4A2D4309.3070900@lbl.gov>

Faith,

    I may be wrong, but my understanding of RT tickets (any ticket) is 
that unless there is a transaction being executed for it, it will not 
just arbitrarily know to send off a notice to someone. TO do that, you 
need to create a cron job that will run thru the RT Ticket Tabler and 
examine the tickets and based on appropriate conditions, send out a 
notice. At that point, your "Reminder" tickets are really extraneous. 
Reminder tickets will only help someone who is using RT online. So, if 
your purpose in having Reminders is for the Email notice, you need not 
bother. You can examine the base ticket and find all the conditions 
needed for that cron job. Hope this helps.

Kenn
LBNL

On 6/8/2009 7:16 AM, Faith Senie wrote:
> I have looked through the Wiki and anything else I could find for full  
> documentation of the purpose of the "Reminders" tickets, and I haven't  
> found anything other than explanations of how to deal with problems  
> with them (details of how to make them go away when the ticket they're  
> based on is closed out, etc.).  So can someone explain what the major  
> purpose of the Reminders tickets is?
>
> Also, the functionality we were trying to achieve with them is the  
> following, which they clearly don't do.  How do we do this?  We'd like  
> to have a mechanism by which we can set a trigger in a ticket that  
> will send the owner an email on a specified date that says, "There's  
> something you need to do with this ticket today".  It is not  
> sufficient for it to put up a notice on the RT main page, as we don't  
> normally open RT unless there's a new ticket or we're explicitly  
> updating an existing one -- it must send email to the owner.  We don't  
> want anything before the specified date, we want it on the specified  
> date.  A one-time email on that date is sufficient.  Can Reminders be  
> updated to do this, or is there another mechanism we could use to do  
> this?
>
> Thanks,
> Faith
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From kfcrocker at lbl.gov  Mon Jun  8 13:03:51 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 08 Jun 2009 10:03:51 -0700
Subject: [rt-users] Filter Alerts
In-Reply-To: <61d255bb0906080821xa33fe50y8a2634e124422086@mail.gmail.com>
References: <61d255bb0906080821xa33fe50y8a2634e124422086@mail.gmail.com>
Message-ID: <4A2D4477.9000909@lbl.gov>

rmp,

    How are you sending the alerts to RT? Email? what? There are some 
filter you can use in RT_SiteConfig, but they would be based on LDAP 
filters, etc. Also, depending on the criteria you have for controlling 
privileges, you could reserve the right for "CreateTicket" to specific 
groups of users instead of "Everybody" or "Privileged". Just a thought.


Kenn
LBNL

On 6/8/2009 8:21 AM, rmp dmd wrote:
> hi,
>  
> We are sending alerts from our monitoring to RT so that it will create 
> a ticket for us.
>  
> There's one alert that we do not want ticket to be created.  Is there 
> a way to filter this alert?
>  
>  
> thanks!
>  
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From sme at i-tracing.com  Mon Jun  8 13:23:13 2009
From: sme at i-tracing.com (=?iso-8859-1?Q?S=E9bastien_Mesnard?=)
Date: Mon, 8 Jun 2009 19:23:13 +0200
Subject: [rt-users] Issue with a Scrip to keep the date of a Owner
	Changed
In-Reply-To: <4A2D403E.7080009@lbl.gov>
References: <007101c9e818$6db69070$4923b150$@com> <4A2D403E.7080009@lbl.gov>
Message-ID: <00a401c9e85d$cdae3b00$690ab100$@com>

Thanks Ken,
It really helps.



From falcone at bestpractical.com  Mon Jun  8 14:09:02 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 8 Jun 2009 14:09:02 -0400
Subject: [rt-users] Escalating priorities and using 'LastUpdated'
	in	searches
In-Reply-To: <20090608165442.GW18879@it.is.rice.edu>
References: <4A2D3EDE.4070707@nuim.ie> <20090608165442.GW18879@it.is.rice.edu>
Message-ID: <72214C60-BE59-4EF5-B476-2F7E929D8963@bestpractical.com>


On Jun 8, 2009, at 12:54 PM, Kenneth Marshall wrote:

> On Mon, Jun 08, 2009 at 05:39:58PM +0100, Jason Doran wrote:
>> Hi,
>> We are currently escalating priorities for all queues each night  
>> with a
>> cron job.
>>
>> # escalate tickets for all queues
>> while (my $queue = $queues->Next) {
>> my $queuename = $queue->Name;
>> system("$crontool --search RT::Search::ActiveTicketsInQueue " .
>> "--search-arg \"$queuename\" ".
>> "--action RT::Action::EscalatePriority");
>> }
>>
>>
>> Now some people are complaing that they cannot look at tickets that
>> haven't been updated in a given time period (by a real person) using
>> 'LastUpdated' in searches, since most tickets have their priority
>> updated every night and there is a transaction: root - Priority  
>> changed
>> from?
>>
>> Is there a way to ignore transactions of priority change when running
>> queries using 'LastUpdated', or perhaps I should not run the cron  
>> job at
>> all. I am not sure that it really provides us with anything at the
>> moment other than being able to sort on priority. What do other  
>> people
>> do with escalating priorities and using LastUpdated in searches?
>>
>> Regards,
>> Jason
>>
>
> Hi Jason,
>
> We initially setup priority escalation nightly as well. And like you
> we found that the LastUpdated information was lost. In addition, in
> our environment as priorities increased, no additional resources were
> actually available to help resolve the higher priority tickets. This
> resulted in a large number of tickets with a high priority and often
> at the priority cap. So in addition to losing the LastUpdated  
> information,
> the use of the priority field to track an issues priority was lost as
> well. And one final problem, the additional "noise" priority  
> escalation
> transactions also slowed down ticket display as well. I would  
> recommend
> not using priority escalation unless you have addressed all of the
> problems mentioned above.

The RT::Action::LinearUpdate module has a different update algorithm,
but takes a few arguments, including one to stop recording Transactions
and another to stop updating LastUpdated

You can read about the algorithm and the arguments in the POD of
the action module

-kevin


From falcone at bestpractical.com  Mon Jun  8 14:10:15 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 8 Jun 2009 14:10:15 -0400
Subject: [rt-users] reply to a comment leads to correspondence (instead
	of	comment)
In-Reply-To: <4A2D4112.5070109@lbl.gov>
References: <4A2D163E.4020605@commerzbank.com> <4A2D4112.5070109@lbl.gov>
Message-ID: <6C40C9DF-5137-4550-8E7B-DCD087A0DCFE@bestpractical.com>


On Jun 8, 2009, at 12:49 PM, Ken Crocker wrote:

>    I may be missing something here, as I am on 3.6.4, but it was my
> understanding that adding comments to a ticket does NOT create an  
> email
> (correspondence). Therefore, how does one "Reply" to correspondence  
> that
> does not happen? Just a question so I can understand the context of  
> the
> problem.

Ken

This just means you don't have an On Comment Notify Whoever scrip
in your RT Install.  RT ships with 2 such scrips.

-kevin

>
>
>
> On 6/8/2009 6:46 AM, Vaclav Vobornik wrote:
>> Hello
>> we are using fetchmail and "rt-mailgate --queue General --action
>> correspond" to pass emails from mail box into the RT (3.8.2).
>> Unfortunately, we have only one mailbox available and any email reply
>> (to the same email address) to a comment (written using the web
>> interface) leads to unwanted publishing of the comment.
>>
>> Is there any way, how to process "[comments]" string in a subject  
>> that
>> RT could process it as a comment instead of a correspondence even  
>> it is
>> sent to the same email address?
>>
>> I know this could be solved on a system level (e.g. procmail), but I
>> would rather see it solved inside the RT...
>>
>> Many thanks
>> Vaclav Vobornik
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 Jun  8 14:14:46 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 8 Jun 2009 14:14:46 -0400
Subject: [rt-users] Reminders: What are they,
	can they (or something else in RT) be made to do this?
In-Reply-To: <B7ABF4DC-C87E-4137-BE4A-3916F9B9ADF9@amaranth.com>
References: <B7ABF4DC-C87E-4137-BE4A-3916F9B9ADF9@amaranth.com>
Message-ID: <718CE4E0-E71C-4D94-B3C5-48E9E5F021EB@bestpractical.com>


On Jun 8, 2009, at 10:16 AM, Faith Senie wrote:

> I have looked through the Wiki and anything else I could find for full
> documentation of the purpose of the "Reminders" tickets, and I haven't
> found anything other than explanations of how to deal with problems
> with them (details of how to make them go away when the ticket they're
> based on is closed out, etc.).  So can someone explain what the major
> purpose of the Reminders tickets is?
>
> Also, the functionality we were trying to achieve with them is the
> following, which they clearly don't do.  How do we do this?  We'd like
> to have a mechanism by which we can set a trigger in a ticket that
> will send the owner an email on a specified date that says, "There's
> something you need to do with this ticket today".  It is not
> sufficient for it to put up a notice on the RT main page, as we don't
> normally open RT unless there's a new ticket or we're explicitly
> updating an existing one -- it must send email to the owner.  We don't
> want anything before the specified date, we want it on the specified
> date.  A one-time email on that date is sufficient.  Can Reminders be
> updated to do this, or is there another mechanism we could use to do
> this?

Try creating a dashboard with a search of Type = 'reminder' and Due =  
'today'
and create a subscription to the dashboard

-kevin


From jwinder at logicalsi.com  Mon Jun  8 16:02:58 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Mon, 08 Jun 2009 16:02:58 -0400
Subject: [rt-users] Hidden Ticket Dependants
Message-ID: <1244491378.29154.270.camel@jwinder-workstation>

Our current work-flow policy requires four people to be involved in
resolving most customer software/data change requests. One of the
company partners to approve the request, one person to do the
development, one to do the testing and another to push it into
production.

I'm attempting to create this same work-flow in RT but running into some
issues in doing so. First, I tried to do it with a custom field with
values for each step; but we have a couple developers who have caused
the company partners to request that a ticket can not be resolved until
each step is completed. I then attempted to spawn a separate dependant
ticket on create; but this has caused issues with the testing department
or sys admins wanting to only see tickets that are ready to be tested or
pushed. My next idea is to create a queue no one can see, and wait for
the custom field to change to a given value then have the tickets move
from that queue to the queues people can see, but this seems messy to
me. Also, I have a feeling the developers aren't going to want to see a
status of (Pending 2 other tickets) on all of their tickets.

Has anyone else solved this type of problem, if so what how did you go
about doing it?

Thanks in advance,

Jeremy



From kfcrocker at lbl.gov  Mon Jun  8 16:42:26 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 08 Jun 2009 13:42:26 -0700
Subject: [rt-users] Hidden Ticket Dependants
In-Reply-To: <1244491378.29154.270.camel@jwinder-workstation>
References: <1244491378.29154.270.camel@jwinder-workstation>
Message-ID: <4A2D77B2.4020808@lbl.gov>

Jeremy,


    We do that. We have a Custom Field we use to mark the progress, 
another for the name of the person responsible to do the QA test (they 
get an email automatically when the work is ready for that test), 
another CF for the date the work was completed, another for the name of 
the person responsible for migrating the work into production, and 
finally, one to mark the date the QA test results were approved. 
Obviously, we do this with some scrips. If you're interested inour 
workflow, let me know and I'll send you a copy of the code and the 
documentation.
    I'm headed to a meeting at the moment, but I'll get back to you when 
I can, probably tomorrow.

Kenn
LBNL

On 6/8/2009 1:02 PM, Jeremy Winder wrote:
> Our current work-flow policy requires four people to be involved in
> resolving most customer software/data change requests. One of the
> company partners to approve the request, one person to do the
> development, one to do the testing and another to push it into
> production.
>
> I'm attempting to create this same work-flow in RT but running into some
> issues in doing so. First, I tried to do it with a custom field with
> values for each step; but we have a couple developers who have caused
> the company partners to request that a ticket can not be resolved until
> each step is completed. I then attempted to spawn a separate dependant
> ticket on create; but this has caused issues with the testing department
> or sys admins wanting to only see tickets that are ready to be tested or
> pushed. My next idea is to create a queue no one can see, and wait for
> the custom field to change to a given value then have the tickets move
> from that queue to the queues people can see, but this seems messy to
> me. Also, I have a feeling the developers aren't going to want to see a
> status of (Pending 2 other tickets) on all of their tickets.
>
> Has anyone else solved this type of problem, if so what how did you go
> about doing it?
>
> Thanks in advance,
>
> Jeremy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From marcanthony.barrette at theportalgrp.com  Mon Jun  8 17:06:43 2009
From: marcanthony.barrette at theportalgrp.com (MarcAnthony Barrette)
Date: Mon, 8 Jun 2009 14:06:43 -0700
Subject: [rt-users] RT 3.8.2 - Query Builder - Dashboards
Message-ID: <115181620906081406y517327c5lffa0dbf80442d8d8@mail.gmail.com>

Hello

I am trying to create some intelligent dashboards using the query builders
to save defined searches, based on CFields.

I seem to recall in an older version of RT that the CFields and values drop
down would show up the only one i see is the CF.{SLA} drop down. I know I
can use the Advanced tab to Build the query manually, however the drop downs
are more intuitive for less SQL empowered users. Is there a way to enable
the query Builder to enumerate active CF's and their values? to use in the
Query Builder?

Also I would like to build a dashboard for Tickets Due Today and ones for
Tomorrow. W/o having to go and change the Due is before <date> each day can
It auto popolate based upon today's day +1 ?

Please advise,
--MarcAnthony

MarcAnthony Barrette
Sr. Technical Support Manager
e. MarcAnthony.Barrette at ThePortalGrp.com
e. MarcAnthony_Barrette at Toyota.com
m. 415.350.1143
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From matthew.seaman at thebunker.net  Mon Jun  8 17:51:30 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Mon, 08 Jun 2009 22:51:30 +0100
Subject: [rt-users] RT 3.8.2 - Query Builder - Dashboards
In-Reply-To: <115181620906081406y517327c5lffa0dbf80442d8d8@mail.gmail.com>
References: <115181620906081406y517327c5lffa0dbf80442d8d8@mail.gmail.com>
Message-ID: <4A2D87E2.2040808@thebunker.net>

MarcAnthony Barrette wrote:
> Hello
> 
> I am trying to create some intelligent dashboards using the query builders
> to save defined searches, based on CFields.
> 
> I seem to recall in an older version of RT that the CFields and values drop
> down would show up the only one i see is the CF.{SLA} drop down. I know I
> can use the Advanced tab to Build the query manually, however the drop downs
> are more intuitive for less SQL empowered users. Is there a way to enable
> the query Builder to enumerate active CF's and their values? to use in the
> Query Builder?

As far as I can tell, CFs need to be global if they are to appear in the query
builder pull-downs.

> Also I would like to build a dashboard for Tickets Due Today and ones for
> Tomorrow. W/o having to go and change the Due is before <date> each day can
> It auto popolate based upon today's day +1 ?

You can use relative terms like 'today', 'tomorrow' or '3 days ago' in the
time fields for date based searches.  They're interpreted every time the
search is run.  That should be sufficient for you to build your dashboards.

	Cheers,

	Matthew

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

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From falcone at bestpractical.com  Mon Jun  8 20:10:41 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 8 Jun 2009 20:10:41 -0400
Subject: [rt-users] RT 3.8.2 - Query Builder - Dashboards
In-Reply-To: <4A2D87E2.2040808@thebunker.net>
References: <115181620906081406y517327c5lffa0dbf80442d8d8@mail.gmail.com>
	<4A2D87E2.2040808@thebunker.net>
Message-ID: <A11C1D34-DF76-4CEF-8883-9B9A99193BF7@bestpractical.com>


On Jun 8, 2009, at 5:51 PM, Matthew Seaman wrote:

> MarcAnthony Barrette wrote:
>> Hello
>> I am trying to create some intelligent dashboards using the query  
>> builders
>> to save defined searches, based on CFields.
>> I seem to recall in an older version of RT that the CFields and  
>> values drop
>> down would show up the only one i see is the CF.{SLA} drop down. I  
>> know I
>> can use the Advanced tab to Build the query manually, however the  
>> drop downs
>> are more intuitive for less SQL empowered users. Is there a way to  
>> enable
>> the query Builder to enumerate active CF's and their values? to use  
>> in the
>> Query Builder?
>
> As far as I can tell, CFs need to be global if they are to appear in  
> the query
> builder pull-downs.

Just select a Queue first.
RT needs to know which CFs to display (based on the queue) unless
they're global

-kevin

>> Also I would like to build a dashboard for Tickets Due Today and  
>> ones for
>> Tomorrow. W/o having to go and change the Due is before <date> each  
>> day can
>> It auto popolate based upon today's day +1 ?
>
> You can use relative terms like 'today', 'tomorrow' or '3 days ago'  
> in the
> time fields for date based searches.  They're interpreted every time  
> the
> search is run.  That should be sufficient for you to build your  
> dashboards.
>
> 	Cheers,
>
> 	Matthew
>
> -- 
> Dr Matthew Seaman                     The Bunker, Ash Radar Station
> PGP: 0x60AE908C on servers            Marshborough Rd
> Tel: +44 1304 814890                  Sandwich
> Fax: +44 1304 814899                  Kent, CT13 0PL, UK
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From jrhett at netconsonance.com  Tue Jun  9 00:18:19 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 8 Jun 2009 21:18:19 -0700
Subject: [rt-users] Reminders: What are they,
	can they (or something else in RT) be made to do this?
In-Reply-To: <718CE4E0-E71C-4D94-B3C5-48E9E5F021EB@bestpractical.com>
References: <B7ABF4DC-C87E-4137-BE4A-3916F9B9ADF9@amaranth.com>
	<718CE4E0-E71C-4D94-B3C5-48E9E5F021EB@bestpractical.com>
Message-ID: <85585326-CC8B-424D-8CD5-56BF02DDD2D9@netconsonance.com>

On Jun 8, 2009, at 11:14 AM, Kevin Falcone wrote:
> Try creating a dashboard with a search of Type = 'reminder' and Due =
> 'today'
> and create a subscription to the dashboard


Huh?  This made perfect sense to me until I tried to create this  
query.  If anyone else tries to do this, set your Due field in the  
query, then switch to Advanced and add "AND Type = 'reminder' " to it  
by hand, then save the query and build a dashboard from it.

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





From james.oliver at principleone.com  Tue Jun  9 07:49:36 2009
From: james.oliver at principleone.com (James J. Oliver)
Date: Tue, 9 Jun 2009 19:49:36 +0800
Subject: [rt-users] RT 3.8.3 using https calls http URL on ticket update &
	create
Message-ID: <BD2DC46B41EDA3468D1FB92AF6DF40C006D2698C4B@p1hk06s.hk.principleone.com>

I am seeing a problem seems similar to similar to a number of those highlighted on this list over the years, but it seems that my issue is a little to these and I unfortunately can't solve it from the docs, mailing list or wiki, I'd much appreciate some help.

We have been running RT for about 5 years, and it is a super tool! We now run rt 3.8.3 with Apache 2.2.3 on CentOS 5.3 but also saw this problem on 3.8.2 - our goal is to run all connections using https over port 443, however in consistently repeatable circumstances the Create.html and Update.html pages call http URLs rather than https URLs. For example:

  https://rt.oursystem.com/Ticket/Create.html?Queue=1
 on clicking the "Create" button will call
  http://rt.oursystem.com/Ticket/Display.html?id=34676&results=af515a64dc37b35fe521576b81eaad57

 and

  https://rt.oursystem.com/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=34345
 on clicking the "Update" button will call
  http://rt.oursystem.com/Ticket/Display.html?id=34345&results=2e2bd8b836daf4250441eac1087b0411

Internally to our network this does not cause a problem as we have a RedirectPermanent in the httpd.conf and the http calls just redirect to the https URL, but for external connections only https is allowed through the firewall, so they of course fail. While we could bodge a fix by forwarding http through the firewall to - I really would rather not add an extra hole in the firewall. I do not see any coincident error messages in either the rt or httpd log files.

This is the contents of the RT_SiteConfig.pm:

  Set( $rtname, 'oursystem.com');
  Set($EmailSubjectTagRegex, qr/(?:oursystem.net|oursystem.com)/i);
  Set($Organization , "oursystem.com");
  Set($Timezone , 'Hongkong');
  Set($DatabasePassword , 'secret);
  Set($WebDomain, 'rt.oursystem.com');
  Set($WebPort, 443);
  Set(@InactiveStatus, qw(resolved rejected deleted presales problem request cts_wip));
  Set($LogToFile, 'error');
Set($LogToSyslog, 'error');
Set($LogToScreen, 'error');
Set($AutoLogoff, 120);

I have commented out the following just in case I had a typo in them and this operation is covered in the distributed RT_Config.pm -  behaviour appears the same with them commented or uncommented:

  #Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') . ':' . RT->Config->Get('WebPort'));
  #Set($WebURL, RT->Config->Get('WebBaseURL') . "/");

The VirtualHost definitions in httpd.conf look like this

  NameVirtualHost *:80
  NameVirtualHost *:443

  <VirtualHost *:80>
     ServerName rt.oursystem.com
     RedirectPermanent / https://rt.oursystem.com/
  </VirtualHost>

  <VirtualHost *:443>
     ServerName rt.oursystem.com
     ServerAdmin me at oursystem.com
     DocumentRoot /opt/rt3/share/html
     AddDefaultCharset UTF-8
     PerlRequire /opt/rt3/bin/webmux.pl
     <Directory /opt/rt3/share/html>
       Order allow,deny
       Allow from all
       SetHandler perl-script
       PerlResponseHandler RT::Mason
     </Directory>
  </VirtualHost>

I would very much appreciate some guidance

Thanks

James



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From tariq.doukkali at autoform.de  Tue Jun  9 10:01:24 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Tue, 9 Jun 2009 16:01:24 +0200
Subject: [rt-users] Synchronisation of two RT systems ???
Message-ID: <192B76E92530564BAAB9DD78BAE565B74123278236@chexchange.autoform.com>

Hello all,

how can I synchronize two RT systems. That means if a create a comment in one system a new comment must be added automatically on the other RT system. We assume that The tickets have the same IDs on both systems.

Many Thanks,
Doukkali
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From marcanthony.barrette at theportalgrp.com  Tue Jun  9 10:02:16 2009
From: marcanthony.barrette at theportalgrp.com (MarcAnthony Barrette)
Date: Tue, 9 Jun 2009 07:02:16 -0700
Subject: [rt-users] RT 3.8.2 - Query Builder - Dashboards
In-Reply-To: <A11C1D34-DF76-4CEF-8883-9B9A99193BF7@bestpractical.com>
References: <115181620906081406y517327c5lffa0dbf80442d8d8@mail.gmail.com>
	<4A2D87E2.2040808@thebunker.net>
	<A11C1D34-DF76-4CEF-8883-9B9A99193BF7@bestpractical.com>
Message-ID: <115181620906090702p339cbad5tc8eca32ffbf0835@mail.gmail.com>

That did the trick, thanks Kevin and Matt


MarcAnthony Barrette
Sr. Technical Support Manager
e. MarcAnthony.Barrette at ThePortalGrp.com
e. MarcAnthony_Barrette at Toyota.com
m. 415.350.1143


On Mon, Jun 8, 2009 at 5:10 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

>
> On Jun 8, 2009, at 5:51 PM, Matthew Seaman wrote:
>
> > MarcAnthony Barrette wrote:
> >> Hello
> >> I am trying to create some intelligent dashboards using the query
> >> builders
> >> to save defined searches, based on CFields.
> >> I seem to recall in an older version of RT that the CFields and
> >> values drop
> >> down would show up the only one i see is the CF.{SLA} drop down. I
> >> know I
> >> can use the Advanced tab to Build the query manually, however the
> >> drop downs
> >> are more intuitive for less SQL empowered users. Is there a way to
> >> enable
> >> the query Builder to enumerate active CF's and their values? to use
> >> in the
> >> Query Builder?
> >
> > As far as I can tell, CFs need to be global if they are to appear in
> > the query
> > builder pull-downs.
>
> Just select a Queue first.
> RT needs to know which CFs to display (based on the queue) unless
> they're global
>
> -kevin
>
> >> Also I would like to build a dashboard for Tickets Due Today and
> >> ones for
> >> Tomorrow. W/o having to go and change the Due is before <date> each
> >> day can
> >> It auto popolate based upon today's day +1 ?
> >
> > You can use relative terms like 'today', 'tomorrow' or '3 days ago'
> > in the
> > time fields for date based searches.  They're interpreted every time
> > the
> > search is run.  That should be sufficient for you to build your
> > dashboards.
> >
> >       Cheers,
> >
> >       Matthew
> >
> > --
> > Dr Matthew Seaman                     The Bunker, Ash Radar Station
> > PGP: 0x60AE908C on servers            Marshborough Rd
> > Tel: +44 1304 814890                  Sandwich
> > Fax: +44 1304 814899                  Kent, CT13 0PL, UK
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From slane at cedvalinfo.com  Tue Jun  9 10:28:25 2009
From: slane at cedvalinfo.com (Simon Lane)
Date: Tue, 9 Jun 2009 10:28:25 -0400
Subject: [rt-users] RT 3.8.3
In-Reply-To: <115181620906090702p339cbad5tc8eca32ffbf0835@mail.gmail.com>
References: <115181620906081406y517327c5lffa0dbf80442d8d8@mail.gmail.com><4A2D87E2.2040808@thebunker.net><A11C1D34-DF76-4CEF-8883-9B9A99193BF7@bestpractical.com>
	<115181620906090702p339cbad5tc8eca32ffbf0835@mail.gmail.com>
Message-ID: <E001A4A9C33DB84A821435EE57E035EC0145F5C9@dd1.freewire.ca>

I just upgraded to rt 3.8.3 and the first thing I get after logging in is:

 

Undefined subroutine &HTML::Mason::Commands::GetColumnMapEntry called at
/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 354, line 137

 

Everything else seems to actually work up to the time to actually display a
ticket.  

FYI. Running on Oracle and have upgraded the DB as part of the RT upgrade.

Anyone have any ideas ?

Thanks.

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From marcanthony.barrette at theportalgrp.com  Tue Jun  9 10:42:44 2009
From: marcanthony.barrette at theportalgrp.com (MarcAnthony Barrette)
Date: Tue, 9 Jun 2009 07:42:44 -0700
Subject: [rt-users] RT 3.8.2 - Quick Search and RTIR dashboard matrix's
Message-ID: <115181620906090742k3596ae93sa35981b9339e7cb9@mail.gmail.com>

Hello

Is there a way I can customize dashboards like the RTIR Queues Summary &
Quick Search.

I would like to have  my saved searched report roll up numbers in each
category; then when clicking the number in the row it expands to the detail
list.

An example would be :

Severity 1 Tickets by Queue, Tickets by Owner, Tickets by Group ect..


Also is it possible to have the 'Quick Search' Queue dashboard include RTIR
queue's as well in RT?

Please Advise,
--MarcAnthony

MarcAnthony Barrette
Sr. Technical Support Manager
e. MarcAnthony.Barrette at ThePortalGrp.com
e. MarcAnthony_Barrette at Toyota.com
m. 415.350.1143
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From odhiambo at gmail.com  Tue Jun  9 10:54:03 2009
From: odhiambo at gmail.com (=?UTF-8?B?T2RoaWFtYm8gIOODr+OCt+ODs+ODiOODsw==?=)
Date: Tue, 9 Jun 2009 17:54:03 +0300
Subject: [rt-users] Synchronisation of two RT systems ???
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B74123278236@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B74123278236@chexchange.autoform.com>
Message-ID: <991123400906090754g3a4ee60bi870c7443e0f6f224@mail.gmail.com>

On Tue, Jun 9, 2009 at 5:01 PM, Tariq Doukkali
<tariq.doukkali at autoform.de>wrote:

>  Hello all,
>
>
>
> how can I synchronize two RT systems. That means if a create a comment in
> one system a new comment must be added automatically on the other RT system.
> We assume that The tickets have the same IDs on both systems.
>
Disregard the Ticket IDs. I think what you want here is just DB
synchronization after installing RT on two different systems, but same
configuration. What do you have in mind with this question?

-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Clothes make the man.  Naked people have little or no influence on
society."
              -- Mark Twain
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From gagel at cnc.bc.ca  Tue Jun  9 11:21:40 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Tue, 09 Jun 2009 08:21:40 -0700
Subject: [rt-users] RT 3.8.3
Message-ID: <4a2e7e04.2c8.9e4.24bf@cnc.bc.ca>

--- Original message ---
I just upgraded to rt 3.8.3 and the first thing I get after logging in is:

 
Undefined subroutine  HTML::Mason::Commands::GetColumnMapEntry called at /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 354,line 137
 
Everything else seems to actually work up to the time to actually display a ticket.  
FYI. Running on Oracle and have upgraded the DB as part of the RT upgrade.
Anyone have any ideas ?
Thanks.


Not without seeing your RT_SiteConfig.pm...

 
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From otdmunka at gmail.com  Tue Jun  9 11:25:32 2009
From: otdmunka at gmail.com (=?ISO-8859-1?Q?D=E1niel_Omaisz=2DTak=E1cs?=)
Date: Tue, 9 Jun 2009 17:25:32 +0200
Subject: [rt-users] Synchronisation of two RT systems ???
In-Reply-To: <991123400906090754g3a4ee60bi870c7443e0f6f224@mail.gmail.com>
References: <192B76E92530564BAAB9DD78BAE565B74123278236@chexchange.autoform.com>
	<991123400906090754g3a4ee60bi870c7443e0f6f224@mail.gmail.com>
Message-ID: <3969058e0906090825w392ab9bcsb293c9b2cc87a31c@mail.gmail.com>

Hi, If the ID *IS* the same (and the queues are the same?notsure?), then you
may set up a scrip to auto send an email to the 2nd systems according
comment email address on comment, the system would put it in the way you
want this.
It depends on several things alltho..

2009/6/9 Odhiambo  ????? <odhiambo at gmail.com>:
>
>
> On Tue, Jun 9, 2009 at 5:01 PM, Tariq Doukkali <tariq.doukkali at autoform.de
>
> wrote:
>>
>> Hello all,
>>
>>
>>
>> how can I synchronize two RT systems. That means if a create a comment in
>> one system a new comment must be added automatically on the other RT
system.
>> We assume that The tickets have the same IDs on both systems.
>
> Disregard the Ticket IDs. I think what you want here is just DB
> synchronization after installing RT on two different systems, but same
> configuration. What do you have in mind with this question?
>
> --
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> "Clothes make the man.  Naked people have little or no influence on
> society."
>               -- Mark Twain
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From slane at cedvalinfo.com  Tue Jun  9 11:52:54 2009
From: slane at cedvalinfo.com (Simon Lane)
Date: Tue, 9 Jun 2009 11:52:54 -0400
Subject: [rt-users] RT 3.8.3
In-Reply-To: <4a2e7e04.2c8.9e4.24bf@cnc.bc.ca>
References: <4a2e7e04.2c8.9e4.24bf@cnc.bc.ca>
Message-ID: <E001A4A9C33DB84A821435EE57E035EC0145F610@dd1.freewire.ca>

Well, it seems to be a conflict somewhere.according to the logs:

 

[Tue Jun  9 14:52:25 2009] [error]: Found more than one occurrence of the
/Callbacks/RTFM/Elements/Tabs/Default callback.  This may cause only one of
the callbacks to run.  Look for the duplicate Callback in your
/opt/rt3/local/html /opt/rt3/share/html
(/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:172)

 

I can actually get it working by renaming local to local.test, clearing the
Mason data cache and restarting RT.  I get an error because RT can't find
local, so I rename local.test back to local without clearing the cache and
it works.  Definitely not elegant but it points to one of the
customizations, I guess..

 

The Site Config is as follows:

 

# RT base configuration

Set( $rtname, 'Test Company');

Set($WebBaseURL , "https://collab.simple-e-business.net");

Set($WebPath , "/rttest");

 

# Database configuration

Set($DatabasePassword , "rt12345");

 

Set($DatabaseType     , 'Oracle');

Set($DatabaseHost     , '127.0.0.1');

Set($DatabasePort     , '');

Set($DatabaseUser     , 'rt');

Set($DatabaseName     , 'RT');

 

 

# Debug configuration

Set($LogToFileNamed , "rt.log");

Set($LogToFile      , 'debug');

 

Set($UseQueueFriendlyFromLine , 1);

 

# sprintf() format of the friendly 'From:' header; its arguments

# are SenderName and SenderEmailAddress.

Set($QueueFriendlyFromLineFormat , "\"Test Services\" <%s>");

 

Set($TrustHTMLAttachments , 1);

 

1;

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Gagel
Sent: June 9, 2009 11:22 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 3.8.3

 

--- Original message --- 
I just upgraded to rt 3.8.3 and the first thing I get after logging in is:

 

Undefined subroutine &HTML::Mason::Commands::GetColumnMapEntry called at
/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 354, line 137

 

Everything else seems to actually work up to the time to actually display a
ticket.  

FYI. Running on Oracle and have upgraded the DB as part of the RT upgrade.

Anyone have any ideas ?

Thanks.

 

Not without seeing your RT_SiteConfig.pm...



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From kfcrocker at lbl.gov  Tue Jun  9 12:21:41 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 09 Jun 2009 09:21:41 -0700
Subject: [rt-users] Question on use of Category in a scrip
Message-ID: <4A2E8C15.2070605@lbl.gov>

To List,

    Has anyone used the category of a Custom Field in a scrip? Does 
anyone know how to access that information in a scrip? I need to create 
a scrip where I need that information. Thanks.

Kenn
LBNL


From jesse at bestpractical.com  Tue Jun  9 12:24:20 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 9 Jun 2009 12:24:20 -0400
Subject: [rt-users] Question on use of Category in a scrip
In-Reply-To: <4A2E8C15.2070605@lbl.gov>
References: <4A2E8C15.2070605@lbl.gov>
Message-ID: <20090609162420.GN26770@bestpractical.com>




On Tue, Jun 09, 2009 at 09:21:41AM -0700, Ken Crocker wrote:
> To List,
> 
>     Has anyone used the category of a Custom Field in a scrip? Does 
> anyone know how to access that information in a scrip? I need to create 
> a scrip where I need that information. Thanks.

$TicketObj->FirstCustomFieldValue('The CF Name');



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

-- 


From cassandra at bestpractical.com  Tue Jun  9 13:50:06 2009
From: cassandra at bestpractical.com (Cassandra Phillips-Sears)
Date: Tue, 9 Jun 2009 13:50:06 -0400
Subject: [rt-users] RT 3.8.2 - Query Builder - Dashboards
In-Reply-To: <4A2D87E2.2040808@thebunker.net>
References: <115181620906081406y517327c5lffa0dbf80442d8d8@mail.gmail.com>
	<4A2D87E2.2040808@thebunker.net>
Message-ID: <0CA97ACD-1958-46A9-87E3-2B905BABEDC3@bestpractical.com>

On Jun 8, 2009, at 5:51 PM 6/8/09, Matthew Seaman wrote:
> MarcAnthony Barrette wrote:
>> <snip>
>> Also I would like to build a dashboard for Tickets Due Today and  
>> ones for
>> Tomorrow. W/o having to go and change the Due is before <date> each  
>> day can
>> It auto popolate based upon today's day +1 ?
> You can use relative terms like 'today', 'tomorrow' or '3 days ago'  
> in the
> time fields for date based searches.  They're interpreted every time  
> the
> search is run.  That should be sufficient for you to build your  
> dashboards.

Hello, MarcAnthony. If you are trying to use relative search terms  
like Matthew described, there is a thread in the archives that might  
help you; take a look at the "Relative Dates in Search" thread here:

http://lists.fsck.com/pipermail/rt-users/2009-February/thread.html
--
Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com


From marcanthony.barrette at theportalgrp.com  Tue Jun  9 14:15:33 2009
From: marcanthony.barrette at theportalgrp.com (MarcAnthony Barrette)
Date: Tue, 9 Jun 2009 11:15:33 -0700
Subject: [rt-users] RT 3.8.2 - Query Builder - Dashboards
In-Reply-To: <0CA97ACD-1958-46A9-87E3-2B905BABEDC3@bestpractical.com>
References: <115181620906081406y517327c5lffa0dbf80442d8d8@mail.gmail.com>
	<4A2D87E2.2040808@thebunker.net>
	<0CA97ACD-1958-46A9-87E3-2B905BABEDC3@bestpractical.com>
Message-ID: <115181620906091115h67ec0b84t1fb7cdce270d56b4@mail.gmail.com>

very helpful indeed, thanks for digging up this old post

MarcAnthony Barrette
Sr. Technical Support Manager
e. MarcAnthony.Barrette at ThePortalGrp.com
e. MarcAnthony_Barrette at Toyota.com
m. 415.350.1143


On Tue, Jun 9, 2009 at 10:50 AM, Cassandra Phillips-Sears <
cassandra at bestpractical.com> wrote:

> On Jun 8, 2009, at 5:51 PM 6/8/09, Matthew Seaman wrote:
> > MarcAnthony Barrette wrote:
> >> <snip>
> >> Also I would like to build a dashboard for Tickets Due Today and
> >> ones for
> >> Tomorrow. W/o having to go and change the Due is before <date> each
> >> day can
> >> It auto popolate based upon today's day +1 ?
> > You can use relative terms like 'today', 'tomorrow' or '3 days ago'
> > in the
> > time fields for date based searches.  They're interpreted every time
> > the
> > search is run.  That should be sufficient for you to build your
> > dashboards.
>
> Hello, MarcAnthony. If you are trying to use relative search terms
> like Matthew described, there is a thread in the archives that might
> help you; take a look at the "Relative Dates in Search" thread here:
>
> http://lists.fsck.com/pipermail/rt-users/2009-February/thread.html
> --
> Cassandra Phillips-Sears
> Office Manager
> Best Practical Solutions, LLC
> http://www.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Tue Jun  9 14:26:08 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 09 Jun 2009 11:26:08 -0700
Subject: [rt-users] Question on use of Category in a scrip
In-Reply-To: <20090609162420.GN26770@bestpractical.com>
References: <4A2E8C15.2070605@lbl.gov>
	<20090609162420.GN26770@bestpractical.com>
Message-ID: <4A2EA940.5080506@lbl.gov>

Jesse,

    I was thinking that that particular command gave me the Custom Field 
value only. I don't see where the "category" value for that CF can be 
determined from that code.

Kenn
LBNL

On 6/9/2009 9:24 AM, Jesse Vincent wrote:
>
> On Tue, Jun 09, 2009 at 09:21:41AM -0700, Ken Crocker wrote:
>   
>> To List,
>>
>>     Has anyone used the category of a Custom Field in a scrip? Does 
>> anyone know how to access that information in a scrip? I need to create 
>> a scrip where I need that information. Thanks.
>>     
>
> $TicketObj->FirstCustomFieldValue('The CF Name');
>
>
>
>   
>> Kenn
>> LBNL
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>
>   
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From jesse at bestpractical.com  Tue Jun  9 14:56:44 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 9 Jun 2009 14:56:44 -0400
Subject: [rt-users] Question on use of Category in a scrip
In-Reply-To: <4A2EA940.5080506@lbl.gov>
References: <4A2E8C15.2070605@lbl.gov>
	<20090609162420.GN26770@bestpractical.com>
	<4A2EA940.5080506@lbl.gov>
Message-ID: <20090609185644.GF5107@72-60-82-231.pools.spcsdns.net>




On Tue  9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
> Jesse,
> 
>     I was thinking that that particular command gave me the Custom Field value
> only. I don't see where the "category" value for that CF can be determined from
> that code.

Indeed. I misread your question.  Category is an attribute of the
CustomFieldValue, itself.   Getting at it will require some more work
and will be a bit painful


From gravyface at gmail.com  Tue Jun  9 15:03:37 2009
From: gravyface at gmail.com (GravyFace)
Date: Tue, 9 Jun 2009 15:03:37 -0400
Subject: [rt-users] [rt-user] Backup scrips?
Message-ID: <19fa96670906091203o833332co4f31f0bd2371f3bd@mail.gmail.com>

I'm sure I can poke around in the db and find out for myself, but
would like to backup the default config before I start deleting global
scrips -- easier/better way?


From grahamb at sfu.ca  Tue Jun  9 13:57:06 2009
From: grahamb at sfu.ca (Graham Ballantyne)
Date: Tue, 9 Jun 2009 10:57:06 -0700
Subject: [rt-users] RT at a Glance only shows tickets from last 18 hours?
Message-ID: <C27C13A1-DC77-45DD-AB73-5403A5E26D12@sfu.ca>

Hi all,

I have the global setting for RT at a Glance set to show the All New &  
Open tickets saved search. One of my users pointed out that the home  
page is only showing tickets updated in the last 18 hours - they have  
to click through to the search results page to see the full list.

Is this time limit a settable option? I don't see anything in the GUI  
or RT_Config.pm.

Cheers,
Graham.


-- 
Graham Ballantyne
grahamb at sfu.ca

Institutional, Collaborative & Academic Technologies
IT Services

Simon Fraser University
Burnaby, BC  V5A 1S6
www.sfu.ca/icat



From jwinder at logicalsi.com  Tue Jun  9 16:00:10 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Tue, 09 Jun 2009 16:00:10 -0400
Subject: [rt-users] Making RT and Altiris play nice
In-Reply-To: <20090608132010.GT26770@bestpractical.com>
References: <1244149858.29154.217.camel@jwinder-workstation>
	<20090608132010.GT26770@bestpractical.com>
Message-ID: <1244577610.29154.279.camel@jwinder-workstation>

On Mon, 2009-06-08 at 09:20 -0400, Jesse Vincent wrote:

> 
> RT 3.8 has a built-in Scrip which should take care of this for you once
> it's taught to recognize the subject tags from altiris. 
> 
> You want to look at the documentation for ExtractSubjectTagMatch in your
> RT_Config.pm
> 

This looks like exactly what I'm after, however I'm been playing with it
for a few hours now and can't seem to get it working.

I have the following in my RT_SiteConfig.pm file:

Set( $ExtractSubjectTagMatch, qr/Incident \#\d+ has/);

Thinking it should match the header from Altiris which is something
like, 'Medium Incident #111 has been reassigned to somebody'. I also
ensured the Global script for the On Transaction Extract Subject Tag was
present and enabled. But still no joy. Any email from Altiris creates a
new ticket for us, and the emails outbound for Altiris still contain the
RT tagging.

Am I missing something stupid or is there another way I can turn off the
subject tagging for email to a certain address?

Thanks,

Jeremy




From kfcrocker at lbl.gov  Tue Jun  9 16:12:35 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 09 Jun 2009 13:12:35 -0700
Subject: [rt-users] Question on use of Category in a scrip
In-Reply-To: <20090609185644.GF5107@72-60-82-231.pools.spcsdns.net>
References: <4A2E8C15.2070605@lbl.gov>
	<20090609162420.GN26770@bestpractical.com>
	<4A2EA940.5080506@lbl.gov>
	<20090609185644.GF5107@72-60-82-231.pools.spcsdns.net>
Message-ID: <4A2EC233.4050203@lbl.gov>

Jesse,


    Painful?? Please explain. I'd love to hear it.

Kenn
LBNL

On 6/9/2009 11:56 AM, Jesse Vincent wrote:
>
> On Tue  9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
>   
>> Jesse,
>>
>>     I was thinking that that particular command gave me the Custom Field value
>> only. I don't see where the "category" value for that CF can be determined from
>> that code.
>>     
>
> Indeed. I misread your question.  Category is an attribute of the
> CustomFieldValue, itself.   Getting at it will require some more work
> and will be a bit painful
>
>   
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From sambauser at iastate.edu  Tue Jun  9 18:32:16 2009
From: sambauser at iastate.edu (chris)
Date: Tue, 9 Jun 2009 17:32:16 -0500
Subject: [rt-users] help reconfiguring RT with lighttpd and fastcgi
Message-ID: <B0041D61-B91E-44E6-B4F8-4A27892415FE@iastate.edu>

I am using RT with lighttpd and FastCGI.  Right now, RT is running on  
an internal web server and it is the only web app running on it.   
What I'd like to do is configure lighttpd so that instead of going to  
http://my.web.server to get to RT, I can instead use http:// 
my.web.server/rt and have another app run at http://my.web.server/ 
inventory.  Could someone tell me what I need to do to accomplish  
this?  Thanks!!



From aaron at guise.net.nz  Tue Jun  9 19:50:33 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Wed, 10 Jun 2009 11:50:33 +1200
Subject: [rt-users] HTML Display with images 3.8.2
Message-ID: <c8c01a250906091650n2474664eu89b2bf1eb43153ce@mail.gmail.com>

Hi.

Question: When viewing the HTML part of email is it possible to have images
show instead of a placeholder?

Example below is from a ticket a user sent to our RT Instance with image.


Testing body;

 [image: RTEmailCompletion.jpg]



  *Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *
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From rmp.dmd1229 at gmail.com  Tue Jun  9 22:23:47 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Tue, 9 Jun 2009 22:23:47 -0400
Subject: [rt-users] help in creating Scrips
Message-ID: <61d255bb0906091923l4bf21774k5bc4fd374a653e84@mail.gmail.com>

Hi,

I would like to create a scrip which reject tickets with "Resolve" on the
subject of the email request.

We have set-up nagios alerts that send email to RT for creation of tickets.
We do not want tickets to be created when nagios send a RESOLVE alert.

Kind novice on scrip. thanks for the help!
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From guadagnino.cristiano at creval.it  Wed Jun 10 03:27:33 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 10 Jun 2009 09:27:33 +0200
Subject: [rt-users] R:  R:  R:  a couple bugs in RT 3.8.3
In-Reply-To: <80AB8B0E-E6B2-4E21-9807-FF75C3A2BEBA@netconsonance.com>
References: <E715467A47D6E0479B59B4A238A4F6D806468D2E20@MBXCCR2.d1.bkd>
	<3F4B06A8-1D61-4969-85CF-A5777A1A73F7@bestpractical.com>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E60@MBXCCR2.d1.bkd>
	<4A2910C4.6050902@ucrwcu.rwc.uc.edu>
	<E715467A47D6E0479B59B4A238A4F6D806468D2E89@MBXCCR2.d1.bkd>
	<80AB8B0E-E6B2-4E21-9807-FF75C3A2BEBA@netconsonance.com>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D80702C3464B@MBXCCR2.d1.bkd>

Hi all,
I just wanted to let you all know that I resolved my problem (HomePageRefreshInterval not working) by clearing the mason cache! Stupid me for not thinking about this before!!

Thank you all for the help offered.

Bye
Cris

-----Messaggio originale-----
Da: Jo Rhett [mailto:jrhett at netconsonance.com] 
Inviato: venerd? 5 giugno 2009 20.37
A: Guadagnino Cristiano
Cc: Drew Barnes; RT Users
Oggetto: Re: [rt-users] R: R: a couple bugs in RT 3.8.3

On Jun 5, 2009, at 6:21 AM, Guadagnino Cristiano wrote:
> Thank you very much Drew for the additional information.
> I have now set it to 120 and restarted Apache. Unfortunately, this  
> didn't achieve the expected result. The behaviour is the same as  
> before.


Is RefreshHomepage a HomepageComponent?

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





From elacour at easter-eggs.com  Wed Jun 10 03:40:43 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Jun 2009 09:40:43 +0200
Subject: [rt-users] help in creating Scrips
In-Reply-To: <61d255bb0906091923l4bf21774k5bc4fd374a653e84@mail.gmail.com>
References: <61d255bb0906091923l4bf21774k5bc4fd374a653e84@mail.gmail.com>
Message-ID: <20090610074043.GA3382@easter-eggs.com>

On Tue, Jun 09, 2009 at 10:23:47PM -0400, rmp dmd wrote:
> Hi,
> 
> I would like to create a scrip which reject tickets with "Resolve" on the
> subject of the email request.
> 
> We have set-up nagios alerts that send email to RT for creation of tickets.
> We do not want tickets to be created when nagios send a RESOLVE alert.
> 


I f you do this with scrip, you will accept the mail, create a ticket,
then set it rejected. So you will fill your database with unusefull
rejected tickets.

Filter those mail with your mda or mta before entering RT would be a
better idea I think.

(or better, try to identify an already open ticket corresponding to this
resolve action (based on mail content/subject maybe, you will have to
modify lib/RT/Interface/Email.pm (method Gateway)) and add this mail to
this ticket and set it resolved with a scrip)


From elacour at easter-eggs.com  Wed Jun 10 03:43:06 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Jun 2009 09:43:06 +0200
Subject: [rt-users] RT at a Glance only shows tickets from last 18	hours?
In-Reply-To: <C27C13A1-DC77-45DD-AB73-5403A5E26D12@sfu.ca>
References: <C27C13A1-DC77-45DD-AB73-5403A5E26D12@sfu.ca>
Message-ID: <20090610074304.GB3382@easter-eggs.com>

On Tue, Jun 09, 2009 at 10:57:06AM -0700, Graham Ballantyne wrote:
> Hi all,
> 
> I have the global setting for RT at a Glance set to show the All New &  
> Open tickets saved search. One of my users pointed out that the home  
> page is only showing tickets updated in the last 18 hours - they have  
> to click through to the search results page to see the full list.
> 
> Is this time limit a settable option? I don't see anything in the GUI  
> or RT_Config.pm.
> 

No, there is only a limit of number of results (10 results is the
default). This limit is configurable at system level and user level.


From elacour at easter-eggs.com  Wed Jun 10 03:49:37 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Jun 2009 09:49:37 +0200
Subject: [rt-users] [rt-user] Backup scrips?
In-Reply-To: <19fa96670906091203o833332co4f31f0bd2371f3bd@mail.gmail.com>
References: <19fa96670906091203o833332co4f31f0bd2371f3bd@mail.gmail.com>
Message-ID: <20090610074935.GC3382@easter-eggs.com>

On Tue, Jun 09, 2009 at 03:03:37PM -0400, GravyFace wrote:
> I'm sure I can poke around in the db and find out for myself, but
> would like to backup the default config before I start deleting global
> scrips -- easier/better way?

RT config is first in config files etc/RT_Config.pm and
etc/RT_SiteConfig.pm, not in DB.

Initial datas in DB are inserted with etc/initialdata file, so every
default things are inside this file.

If it's not sufficient, just dump the DB to a file before doing you're
changes. But to restore from a sql dump you will have to destroy all
your data and restore).




From james.bromberger at vibrantmedia.com  Wed Jun 10 07:07:55 2009
From: james.bromberger at vibrantmedia.com (James Bromberger)
Date: Wed, 10 Jun 2009 12:07:55 +0100
Subject: [rt-users] Resolv ticket: default Reply or Comment
Message-ID: <5C5E46D223355C4DA4AC655A673FCC1C02F4FA57@THHS2EXBE4X.hostedservice2.net>

Hello all,

 

I have had a bunch of people working my Queues hitting "resolve" on a
ticket, typing stuff thinking they are replying to the requestor, and
not noticing that the default is a comment, and I'd like to change the
default to "reply to requestor" rather than "comment". I see in
html/Ticket/Elements/Tabs its just a matter of changing :

 

"Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id="

 

to

"Ticket/Update.html?Action=Comment&DefaultStatus=resolved&UpdateType=res
ponse&id="

 

 

But that's a bit of a hack. I suspect it's the kind of default you'd
want to change per queue. I've tacked it into the WishList on the wiki;
unless I've missed where this can be set (doesn't look like a user
configurable option at the moment).

 

Thanks,

 

  James

 

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From barnesaw at ucrwcu.rwc.uc.edu  Wed Jun 10 08:22:29 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 10 Jun 2009 08:22:29 -0400
Subject: [rt-users] help in creating Scrips
In-Reply-To: <20090610074043.GA3382@easter-eggs.com>
References: <61d255bb0906091923l4bf21774k5bc4fd374a653e84@mail.gmail.com>
	<20090610074043.GA3382@easter-eggs.com>
Message-ID: <4A2FA585.4040707@ucrwcu.rwc.uc.edu>



Emmanuel Lacour wrote:
> On Tue, Jun 09, 2009 at 10:23:47PM -0400, rmp dmd wrote:
>   
>> Hi,
>>
>> I would like to create a scrip which reject tickets with "Resolve" on the
>> subject of the email request.
>>
>> We have set-up nagios alerts that send email to RT for creation of tickets.
>> We do not want tickets to be created when nagios send a RESOLVE alert.
>>
>>     
>
>
> I f you do this with scrip, you will accept the mail, create a ticket,
> then set it rejected. So you will fill your database with unusefull
> rejected tickets.
>
> Filter those mail with your mda or mta before entering RT would be a
> better idea I think.
>
> (or better, try to identify an already open ticket corresponding to this
> resolve action (based on mail content/subject maybe, you will have to
> modify lib/RT/Interface/Email.pm (method Gateway)) 

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

> and add this mail to
> this ticket and set it resolved with a scrip)
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 woody at wildthingsafaris.com  Wed Jun 10 09:48:58 2009
From: woody at wildthingsafaris.com (Woody - Wild Things)
Date: Wed, 10 Jun 2009 16:48:58 +0300
Subject: [rt-users] Absolute URL in parent/child ticket links
Message-ID: <4A2FB9CA.4010207@wildthingsafaris.com>

Hi all,

I have an issue with the links to parent/child tickets in the links 
section of the ticket view. (RT-3.8.1 gentoo)

They are absolute, and not relative.

<li><a href="http://rt.mydomain.com:81/Ticket/Display.html?id=7690">

I have users logging on to the same RT from different domains, but all 
parent/child tickets link to the mydomain.com domain, which is in my 
RT_SiteConfig.pm

I couldn't understand the URL functions of RT's innards, so can anyone 
provide me with a quick solution to this issue?

I have:

RT_SiteConfig.pm:Set($Organization , "mydomain.com");
RT_SiteConfig.pm:Set($WebBaseURL , "http://rt.mydomain.com:$WebPort");

in my RT_SiteConfig.pm,

Could I just remove the WebBaseURL altogether?

Thanks in Advance

Woody.


From Kendric.Beachey at garmin.com  Wed Jun 10 09:59:06 2009
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 10 Jun 2009 08:59:06 -0500
Subject: [rt-users] "Can't load a principal" in initial database setup (was
	RE: How do you "reset" an RT database to "freshly installed"status?)
In-Reply-To: <D46F068180D9AE4AA2EE6583C4158DDF08EDAA31@kildonan.ad.garmin.com>
References: <D46F068180D9AE4AA2EE6583C4158DDF08EDAA31@kildonan.ad.garmin.com>
Message-ID: <D46F068180D9AE4AA2EE6583C4158DDF08F4A679@kildonan.ad.garmin.com>

To answer my own question about "resetting" the database...the course of
action we settled on was to drop the database and re-run the script
called rt-setup-database-3.6.

At first this had some timeouts trying to hit LDAP while setting up
users, so I removed the settings in RT_SiteConfig.pm that told it to
authenticate against LDAP.  (It should be back to fresh-out-of-the-box
status now.)  Then I dropped the database and tried again.

After that it went more quickly...although I still do see an oddity...


[first part of output snipped]
Now inserting RT data
Creating Superuser  ACL...done.
Creating groups...3.4.5.6.7.8.9.done.
Creating users...(Error: Could not set user info)0.(Error: Could not set
user info)0.done.
Creating queues...1.2.done.
Creating ACL...[Wed Jun 10 13:48:47 2009] [crit]: 1
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909)
[Wed Jun 10 13:48:47 2009] [crit]: Can't load a principal for id
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910)
Principal  not found..[Wed Jun 10 13:48:47 2009] [crit]: 1
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909)
[Wed Jun 10 13:48:47 2009] [crit]: Can't load a principal for id
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910)
Principal  not found..done.
Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done.
Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done.
Creating predefined searches...1.2.3.done.
Done setting up database content.
[script exits normally at this point]


Those errors in the middle where it says "Can't load a principal"...what
could cause that when starting with a brand-new database?

The setup script does run to completion...so, hoping those errors
weren't a problem, I ran the import again...it created users, queues,
etc. pretty quickly, but while importing tickets it bombed out after
just a few seconds:


t-10504: w[Wed Jun 10 13:50:01 2009] [crit]: Couldn't create a ticket:
Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Status,
Queue, Started, Type, InitialPriority, Starts, LastUpdated, Subject,
FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created,
Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?,
?)'Column 'Owner' cannot be null
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:602)


Am I right in thinking the errors while setting up the database are what
caused this problem?  I looked at ticket 10504 on the old RT, and it's
one that doesn't have an owner.
--
Kendric Beachey



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey,
Kendric
Sent: Monday, June 08, 2009 10:08 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How do you "reset" an RT database to "freshly
installed"status?

I'm working on converting from an old RT2 to a 3.6.x vintage RT3.  So
far, mostly pretty successfully.  I got the new one set up to
authenticate off of our Active Directory, and also to create new RT
accounts from AD.  And I got the email interface up and running.

I downloaded the latest "rt2-to-rt3" scripts, and over the weekend I ran
the export.  It went just fine.

The import that I ran this morning ran great for quite a while, then
crashed when it got a duplicate key error on the Attachments table.
There was some data in the system already before I started the
import...I deleted everything from the Tickets table but not
Attachments.  Oops.

Anyway, it looks like the import plausibly pulled in everything we
really care about...any ticket with an id less than 10000 is too old to
really care about...but I'm not 100% sure.  The export directories show
exactly 1000 tickets in every 1000-ticket range, but when I do a search
in the new RT for tickets between, say, 10000 and 11000, I seem to be
short by a few dozen.  Doing 'select count(*) from Tickets" on the old
shows 11801 rows, but on the new one it only shows 7135.

So I think I'd like to "hit the reset button" on the database and try
the import again.  What do I need to do to make the database look like a
fresh install with no activity in it yet?  Do I just delete all rows
from all tables?  That sounds a little dangerous...I'm assuming even a
fresh install has SOME rows that govern some basic system behavior.

I don't want to reinstall all of RT if I can help it...the perl code is
working fine; it's just the database I want to reset.

Thanks for any help...
--
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.
_______________________________________________
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Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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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 jwinder at logicalsi.com  Wed Jun 10 10:56:08 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Wed, 10 Jun 2009 10:56:08 -0400
Subject: [rt-users] Making RT and Altiris play nice
In-Reply-To: <1244577610.29154.279.camel@jwinder-workstation>
References: <1244149858.29154.217.camel@jwinder-workstation>
	<20090608132010.GT26770@bestpractical.com>
	<1244577610.29154.279.camel@jwinder-workstation>
Message-ID: <1244645768.29154.296.camel@jwinder-workstation>

I'm attempting to write a scrip to merge incoming tickets based off the
Altiris Incident number. I started by following the example here
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages But
I'm getting the following error in my logs:

[error]: Scrip 16 Commit failed: Can't call method "GetHeader" on an
undefined value at (eval 2220) line 11.

This is what I have in the Custom action cleanup code:

# If the subject of the ticket matches a pattern suggesting that it is
from
# Altiris AND there is an existing ticket with the same Incident number,
# merge this ticket into that ticket.
#
# Based on
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages
#

my $incident_number = undef;

my $transaction = $self->TransactionObj;
my $subject = $transaction->Attachments->First->GetHeader('Subject');
if ($subject =~ /Incident \#(\d+) has/) {
     # This looks like a Altiris incident message
     $incident_number = $1;

     $RT::Logger->debug("Found an Altiris Incident #:  
$incident_number");
} else {
     return 1;
}

Also, if it helps, I'm running RT 3.8.3.

Thanks of any help anyone can give me,

Jeremy



From elacour at easter-eggs.com  Wed Jun 10 11:08:08 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 10 Jun 2009 17:08:08 +0200
Subject: [rt-users] Making RT and Altiris play nice
In-Reply-To: <1244645768.29154.296.camel@jwinder-workstation>
References: <1244149858.29154.217.camel@jwinder-workstation>
	<20090608132010.GT26770@bestpractical.com>
	<1244577610.29154.279.camel@jwinder-workstation>
	<1244645768.29154.296.camel@jwinder-workstation>
Message-ID: <20090610150807.GJ3382@easter-eggs.com>

On Wed, Jun 10, 2009 at 10:56:08AM -0400, Jeremy Winder wrote:
> my $transaction = $self->TransactionObj;

add:

return unless ( $transaction->Attachments->First );

here

> my $subject = $transaction->Attachments->First->GetHeader('Subject');
> if ($subject =~ /Incident \#(\d+) has/) {
>      # This looks like a Altiris incident message
>      $incident_number = $1;


From kfcrocker at lbl.gov  Wed Jun 10 11:31:40 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 10 Jun 2009 08:31:40 -0700
Subject: [rt-users] Question on use of Category in a scrip
In-Reply-To: <5a4fb0f70906100812pdbd14e9v3c381228b061d81@mail.gmail.com>
References: <4A2E8C15.2070605@lbl.gov>
	<20090609162420.GN26770@bestpractical.com>
	<4A2EA940.5080506@lbl.gov>
	<20090609185644.GF5107@72-60-82-231.pools.spcsdns.net>
	<4A2EC233.4050203@lbl.gov>
	<5a4fb0f70906100812pdbd14e9v3c381228b061d81@mail.gmail.com>
Message-ID: <4A2FD1DC.7060907@lbl.gov>

Remi,

    HA! you're right. That's a bit convoluted but, what the hey. I 
"gotta do what I gotta do". This will be helpful in validating CF 
entries for certain Queues. Thanks.

Kenn
LBNL

On 6/10/2009 8:12 AM, R?mi wrote:
> Hi Ken,
>
> here is the code I use to do what you want (quite painful like Jesse 
> says ...)
>
> my $CustomFieldObj = RT::CustomField->new($_[0]->CurrentUser);
> $CustomFieldObj->LoadById($field);
> my $CFVs = $CustomFieldObj->Values;
> while ($CFVs and my $value = $CFVs->Next ) {
>        if ($value->Name eq $_[0]->FirstCustomFieldValue($field)){
>                    return $value->Category;
>         }
> }
>
> ($_[0] is a the Ticket object and $field is the CF id)
>
>
> R?mi
>
>
> 2009/6/9 Ken Crocker <kfcrocker at lbl.gov <mailto:kfcrocker at lbl.gov>>
>
>     Jesse,
>
>
>         Painful?? Please explain. I'd love to hear it.
>
>     Kenn
>     LBNL
>
>
>     On 6/9/2009 11:56 AM, Jesse Vincent wrote:
>>     On Tue  9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
>>       
>>>     Jesse,
>>>
>>>         I was thinking that that particular command gave me the Custom Field value
>>>     only. I don't see where the "category" value for that CF can be determined from
>>>     that code.
>>>         
>>     Indeed. I misread your question.  Category is an attribute of the
>>     CustomFieldValue, itself.   Getting at it will require some more work
>>     and will be a bit painful
>>
>>       
>
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>     Community help: http://wiki.bestpractical.com
>     Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
>
>
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
>
>
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From guadagnino.cristiano at creval.it  Wed Jun 10 11:32:09 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 10 Jun 2009 17:32:09 +0200
Subject: [rt-users] R:  Question on use of Category in a scrip
In-Reply-To: <4A2EA940.5080506@lbl.gov>
References: <4A2E8C15.2070605@lbl.gov>
	<20090609162420.GN26770@bestpractical.com> <4A2EA940.5080506@lbl.gov>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D80702C346B6@MBXCCR2.d1.bkd>

Hi Ken,
what do you mean by category?

Here is part of a scrip I use on our system (RT 3.8.3) that will print (in the log) the CF name, type and validation pattern. See if that helps.

my $ticket = $self->TicketObj;

my $CustomFields = $ticket->QueueObj->TicketCustomFields();
while (my $CustomField = $CustomFields->Next()) {
    my $nam = $CustomField->Name;
    my $typ = $CustomField->Type;
    my $vad = $CustomField->Pattern;

    $RT::Logger->info( ">  CustomField: $nam \n" );
    $RT::Logger->info( ">  CustomField: $typ \n" );
    $RT::Logger->info( ">  CustomField: $vad \n" );
}

Bye
Cris


Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Ken Crocker
Inviato: marted? 9 giugno 2009 20.26
A: Jesse Vincent
Cc: rt Users
Oggetto: Re: [rt-users] Question on use of Category in a scrip

Jesse,

    I was thinking that that particular command gave me the Custom Field value only. I don't see where the "category" value for that CF can be determined from that code.

Kenn
LBNL

On 6/9/2009 9:24 AM, Jesse Vincent wrote:





On Tue, Jun 09, 2009 at 09:21:41AM -0700, Ken Crocker wrote:



To List,



    Has anyone used the category of a Custom Field in a scrip? Does

anyone know how to access that information in a scrip? I need to create

a scrip where I need that information. Thanks.





$TicketObj->FirstCustomFieldValue('The CF Name');









Kenn

LBNL

_______________________________________________

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



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

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





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From jwinder at logicalsi.com  Wed Jun 10 11:33:19 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Wed, 10 Jun 2009 11:33:19 -0400
Subject: [rt-users] Making RT and Altiris play nice
In-Reply-To: <20090610150807.GJ3382@easter-eggs.com>
References: <1244149858.29154.217.camel@jwinder-workstation>
	<20090608132010.GT26770@bestpractical.com>
	<1244577610.29154.279.camel@jwinder-workstation>
	<1244645768.29154.296.camel@jwinder-workstation>
	<20090610150807.GJ3382@easter-eggs.com>
Message-ID: <1244647999.29154.301.camel@jwinder-workstation>

Thanks, I also found this threat
http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg08144.html so I changed my script to use $transaction->Subject(); then I also discovered by reading the log more closely it was the approval ticket that was being matched not the original. So I moved the scrip from the Global scrips to the main queue.

Now I just need to figure out why I'm not finding any other tickets with
that incident number. But I'll do some Googling before I ask anymore
dump questions.

Thanks again,

Jeremy

On Wed, 2009-06-10 at 17:08 +0200, Emmanuel Lacour wrote:
> On Wed, Jun 10, 2009 at 10:56:08AM -0400, Jeremy Winder wrote:
> > my $transaction = $self->TransactionObj;
> 
> add:
> 
> return unless ( $transaction->Attachments->First );
> 
> here
> 
> > my $subject = $transaction->Attachments->First->GetHeader('Subject');
> > if ($subject =~ /Incident \#(\d+) has/) {
> >      # This looks like a Altiris incident message
> >      $incident_number = $1;




From mirebob at gmail.com  Wed Jun 10 11:12:43 2009
From: mirebob at gmail.com (=?ISO-8859-1?Q?R=E9mi?=)
Date: Wed, 10 Jun 2009 17:12:43 +0200
Subject: [rt-users] Question on use of Category in a scrip
In-Reply-To: <4A2EC233.4050203@lbl.gov>
References: <4A2E8C15.2070605@lbl.gov>
	<20090609162420.GN26770@bestpractical.com> <4A2EA940.5080506@lbl.gov>
	<20090609185644.GF5107@72-60-82-231.pools.spcsdns.net>
	<4A2EC233.4050203@lbl.gov>
Message-ID: <5a4fb0f70906100812pdbd14e9v3c381228b061d81@mail.gmail.com>

Hi Ken,

here is the code I use to do what you want (quite painful like Jesse says
...)

my $CustomFieldObj = RT::CustomField->new($_[0]->CurrentUser);
$CustomFieldObj->LoadById($field);
my $CFVs = $CustomFieldObj->Values;
while ($CFVs and my $value = $CFVs->Next ) {
       if ($value->Name eq $_[0]->FirstCustomFieldValue($field)){
                   return $value->Category;
        }
}

($_[0] is a the Ticket object and $field is the CF id)


R?mi


2009/6/9 Ken Crocker <kfcrocker at lbl.gov>

>  Jesse,
>
>
>     Painful?? Please explain. I'd love to hear it.
>
> Kenn
> LBNL
>
> On 6/9/2009 11:56 AM, Jesse Vincent wrote:
>
> On Tue  9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
>
>
>  Jesse,
>
>     I was thinking that that particular command gave me the Custom Field value
> only. I don't see where the "category" value for that CF can be determined from
> that code.
>
>
>  Indeed. I misread your question.  Category is an attribute of the
> CustomFieldValue, itself.   Getting at it will require some more work
> and will be a bit painful
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From rmp.dmd1229 at gmail.com  Wed Jun 10 17:13:27 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Wed, 10 Jun 2009 17:13:27 -0400
Subject: [rt-users] help in creating Scrips
Message-ID: <61d255bb0906101413s4b6bb085oef951361dd685440@mail.gmail.com>

Thank you very much Drew. Your link definitely is a big help.

The syntax are quite different with the programming applications that I am
familiar (very few though).  It's very hard modifying it for our specific
use. Is there a guide about this?

For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on

Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ )

and *(\d\d\d\d\d\d?) on

$subject =~ /\D*(\d\d\d\d\d\d?)\D*/)


Thank you very much!
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From aaron at guise.net.nz  Wed Jun 10 17:59:40 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Thu, 11 Jun 2009 09:59:40 +1200
Subject: [rt-users] Scrip Question
Message-ID: <c8c01a250906101459v283da94r7b1733b4b41ad0a5@mail.gmail.com>

Hi,

I want to check if a Custom Field Value is Set to a particular value and if
so don't send autoreply on TicketCreate.

My Question is how do I select a Custom field Value within a scrip?

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *
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From aaron at guise.net.nz  Wed Jun 10 18:10:25 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Thu, 11 Jun 2009 10:10:25 +1200
Subject: [rt-users] Scrip Question
In-Reply-To: <c8c01a250906101459v283da94r7b1733b4b41ad0a5@mail.gmail.com>
References: <c8c01a250906101459v283da94r7b1733b4b41ad0a5@mail.gmail.com>
Message-ID: <c8c01a250906101510w5516e788y20ef9e57fa0c597e@mail.gmail.com>

Found it,

$TicketObj->FirstCustomFieldValue('The CF Name');

On Thu, Jun 11, 2009 at 9:59 AM, Aaron Guise <aaron at guise.net.nz> wrote:

> Hi,
>
> I want to check if a Custom Field Value is Set to a particular value and if
> so don't send autoreply on TicketCreate.
>
> My Question is how do I select a Custom field Value within a scrip?
>
> *Regards,*
>
> *Aaron Guise
> 027 212 6638
> aaron at guise.net.nz
>  *
>
>
>
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From falcone at bestpractical.com  Wed Jun 10 17:51:31 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 10 Jun 2009 17:51:31 -0400
Subject: [rt-users] [Rt-announce] RT 3.6.8 Released
Message-ID: <20090610215131.GA4491@jibsheet.com>

We are happy to announce that RT 3.6.8 is now available. You can
download it from:

http://download.bestpractical.com/pub/rt/release/rt-3.6.8.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.6.8.tar.gz.sig

SHA1 sums

c7b4fac30b5b91a1c7f64bc05ecf63f40aaec50d  rt-3.6.8.tar.gz
cb80cca50254127362a8ff8d9af71ff66881f300  rt-3.6.8.tar.gz.sig

This is a bugfix and security release of RT.

The most important fix is that RT now requires the SuperUser
right to edit global RT at a Glance.  In all versions since
3.6.2, the "ShowConfigTab" right unintentionally enabled this.
If you have not granted this right to any non-administrative user,
then this issue should not affect you.

A patch that resolves this issue without requiring an upgrade
to 3.6.8 is attached to this announcement.

A more complete list of fixes can be found below.

-kevin

FIXES AND CLEANUPS
==================

* Updated italian translation from Nicola Murino
* validate CFs in SelfService
* Fix: On comment/correspond, attached files are not recorded if comment/response
  content is empty.
* add HasAttribute and HasNoAttribute to the tisql
* Allow only SuperUser to edit RT at a Glance
* copyright updates
-------------- next part --------------
--- share/html/Admin/Global/MyRT.html
+++ share/html/Admin/Global/MyRT.html
@@ -83,6 +83,8 @@
 
 my ($default_portlets) = $sys->Attributes->Named('HomepageSettings');
 
+my $has_right = $session{'CurrentUser'}->HasRight( Object=> $RT::System, Right => 'SuperUser');
+
 my @panes = $m->comp(
     '/Admin/Elements/ConfigureMyRT',
     panes  => ['body', 'summary'],
@@ -91,8 +93,13 @@
     current_portlets => $default_portlets->Content,
     OnSave => sub {
         my ( $conf, $pane ) = @_;
-	$default_portlets->SetContent( $conf );
-        push @actions, loc( 'Global portlet [_1] saved.', $pane );
+        if (!$has_right) {
+            push @actions, loc( 'Permission denied' );
+        }
+        else {
+            $default_portlets->SetContent( $conf );
+            push @actions, loc( 'Global portlet [_1] saved.', $pane );
+        }
     }
 );
 
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_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From falcone at bestpractical.com  Wed Jun 10 18:35:31 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 10 Jun 2009 18:35:31 -0400
Subject: [rt-users] [Rt-announce] RT 3.8.4 Released
Message-ID: <20090610223531.GA5349@jibsheet.com>

We are happy to announce that RT 3.8.4 is now available. You can
download it from:

http://download.bestpractical.com/pub/rt/release/rt-3.8.4.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.8.4.tar.gz.sig

SHA1 sums

c786eb78dd6c8374da3bc0dd10414e040d69864f  rt-3.8.4.tar.gz
7af1be26513b2b26390a456a3360e5cda7d63008  rt-3.8.4.tar.gz.sig

This is primarily a bugfix and security release of RT.

The most important fix is that RT now requires the SuperUser
right to edit global RT at a Glance.  In all previous 3.8
releases, the "ShowConfigTab" right unintentionally enabled this.
If you have not granted this right to any non-administrative user,
then this issue should not affect you.

A patch that resolves this issue without requiring an upgrade
to 3.8.4 is attached to this announcement.

A more complete list of bugs and features can be found below.
Please note that there is a change to database content in this
release, see UPGRADING for more.

-kevin

FEATURES
========

* Clean up NotifyGroup action
 * obsolete old storable format in NotifyGroup action
 * add support for group name, user name, user's email address
   and just an email address in NotifyGroup action.
   This will make easier to use it in crontool
 * add upgrade script for RT 3.8.4
 * use new format and obsolete old format, we have upgrade script
   for conversion
* add support to rt-crontool for --template argument that allows 
  you to specify the name of a template. Template overridings will
  work for names. Hide --template-id from help, but don't disable it.
* use RT::Plugin in RT->PluginDirs, so we can override only one place in our tests

FIXES AND CLEANUPS
==================
* Force some widgets to fit at max parent box.
* Use true arrow (html entities) in button for SelectionBox Widget
  (closes: #13481).
* Add ability to change graph groupby and type once the graph is displayed.
  (closes: #13479)
* Add a link in search tickets tab to jump easily to Chart when a query exist.
* Be more consistent in Create/Save Changes buttons across objects.
* Be more consistent in Select/New links (most don't list the object name so
  do this everywhere).
* Fix overlapping of password file by login button on login page (closes: #13496).
* Show difference in Dashboard queries between saved searches and graphs (like in
  RT at a glance pref) (closes: #13497).
* Don't show empty value in ticket edit basics queue dropdown, as a ticket must
  be in a queue.
* in RT::Plugin->Path don't add trailing slash when requested
  subdir is not defined or empty
* Typo in IsCc|IsAdminCc documentations.
* Don't show "deleted" status in cerate ticket page as it doesn't make sense to
  create deleted tickets... (closes: #13500).
* use GET for firefox2 in ahah (fixes Bookmarks on FF2)
* allow the creation of tickets in disabled Queues
  This is how Approvals work
* Factor out the quickbar-personal div into its own template
* fix failing tests caused by wording changes
* Avoid undef warning if this is the first time a dashboard has been sent
* Pull out the value of Counter only once
* perl.org is a better canonical URL for Perl than .com (in README)
* pass more context into callbacks when editing custom fields
* localize custom field name on edit
* Don't update watcher in queue watcher edit page when we search for people and
  one or more current watchers are selected (closes: #13425).
* Require SuperUser for editing global RT at a Glance
* Add a ReadOnly mode for SelectionBox widgets
* Show the RT at a Glance selection boxes as ReadOnly if there's no
  permission to edit them
-------------- next part --------------
--- share/html/Admin/Global/MyRT.html
+++ share/html/Admin/Global/MyRT.html
@@ -91,8 +91,13 @@
     current_portlets => $default_portlets->Content,
     OnSave => sub {
         my ( $conf, $pane ) = @_;
-	$default_portlets->SetContent( $conf );
-        push @actions, loc( 'Global portlet [_1] saved.', $pane );
+        if (!$session{'CurrentUser'}->HasRight( Object=> $RT::System, Right => 'SuperUser')) {
+            push @actions, loc( 'Permission denied' );
+        }
+        else {
+            $default_portlets->SetContent( $conf );
+            push @actions, loc( 'Global portlet [_1] saved.', $pane );
+        }
     }
 );
 
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_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From kmckinnis at tivo.com  Wed Jun 10 19:01:25 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Wed, 10 Jun 2009 16:01:25 -0700
Subject: [rt-users] RT could not load a valid user,
 and RT's configuration does not allow for the creation of a new
 user for your email
Message-ID: <79E0423E511EB7469840F12A98F81BC8044440A2A0@CORPEX01.Tivo.com>

I had RT 3.4.5 running smoothly until the machine died a horrible disk death. I recovered most everything, but I think I lost a scrip or config somewhere. I have a scrip that auto adds new users to their appropriate group based on the domain in their email. However, RT is no longer auto creating users on incoming emails, and instead replies with the following: "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email."

Does anyone know where this might be configured? I touch RT so infrequently these days. Thanks!


~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









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From Ryan.Hardester at ci.tracy.ca.us  Wed Jun 10 19:08:32 2009
From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester)
Date: Wed, 10 Jun 2009 16:08:32 -0700
Subject: [rt-users] Remote Control of Lime Survey
Message-ID: <C23607832EE71A49971DC8FCBF83B39FF3B3BE@MAIL2.COT.PVT>

I added a page with the code I managed to put together to get RT to add
a token to a closed survey that runs on an instance of LimeSurvey. I'm
sure it is far from the best/most elegant way to handle it, but it got
me into the deep end of the kiddie pool ... Hope it can help someone ...


 

 

 

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

 

Ryan Hardester

Information Systems Technician II

City of Tracy

 

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From kmckinnis at tivo.com  Wed Jun 10 19:23:58 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Wed, 10 Jun 2009 16:23:58 -0700
Subject: [rt-users] RT could not load a valid user,
 and RT's configuration does not allow for the creation of a new
 user for your email
In-Reply-To: <79E0423E511EB7469840F12A98F81BC8044440A2A0@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC8044440A2A0@CORPEX01.Tivo.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC8044440A2AD@CORPEX01.Tivo.com>

I turned on the permission for everyone to create tickets, so I'm getting an autoresponse and account creation now. However... the auto response template is ignoring the code that is supposed to send them a password.

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;

if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&

    (!$Transaction->CreatorObj->Privileged) &&
    ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
    ) {

        my $user = RT::User->new($RT::SystemUser);
        $user->Load($Transaction->CreatorObj->Id);
        my ($stat, $pass) = $user->SetRandomPassword();

        if (!$stat) {
                $OUT .=

"An internal error has occurred. RT was not able to set a password for you.
Please contact kmckinnis at tivo.com for assistance.";

        }

$OUT .= "
You can check the current status and history of your requests at:

        ".$RT::WebURL."

When prompted, enter the following username and password:

        Username: ".$user->Name."
        Password: ".$pass."

";
}
}

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, June 10, 2009 4:01 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email

I had RT 3.4.5 running smoothly until the machine died a horrible disk death. I recovered most everything, but I think I lost a scrip or config somewhere. I have a scrip that auto adds new users to their appropriate group based on the domain in their email. However, RT is no longer auto creating users on incoming emails, and instead replies with the following: "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email."

Does anyone know where this might be configured? I touch RT so infrequently these days. Thanks!


~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









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From gevans at hcc.net  Wed Jun 10 19:26:13 2009
From: gevans at hcc.net (Greg Evans)
Date: Wed, 10 Jun 2009 16:26:13 -0700
Subject: [rt-users] Mail and incoming ticket issue
Message-ID: <B035F0A6-C9F8-4548-946D-3B0AF9924A40@hcc.net>

Hello,

We just moved our RT machine from being on a public interface to being  
behind a firewall with a public interface.

So previously the RT server was located at public IP: xx.xx.xxx.xx
and now the RT server is at 172.17.1.2 and the firewall has a public  
IP of xx.xx.xxx.xx that goes to the RT server

Before the move in /etc/aliases I have

rt: "|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond -- 
url http://rt.domain.com"

since the move I have tried

rt: "|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond -- 
url http://localhost/"

and

rt: "|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond -- 
url http://172.17.1.2/"

and it is not working. If I look in the maillog (which Is where I  
assume I should be looking?) I see a lot of this:

Jun 10 10:36:02 rt sendmail[23281]: n58H5SsX004282: timeout waiting  
for input from local during Draining Input
Jun 10 10:37:02 rt sendmail[23281]: n58H5SsX004282: to="|/etc/smrsh/rt- 
mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/ 
", ctladdr=<hcticketsys at localhost> (8/0), delay=2+00:31:34,  
xdelay=00:03:00, mailer=prog, pri=4441712, dsn=4.0.0, stat=Deferred:  
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:39:02 rt sendmail[23281]: n58H5SsY004282: timeout waiting  
for input from local during Draining Input
Jun 10 10:40:02 rt sendmail[23281]: n58H5SsY004282: to="|/etc/smrsh/rt- 
mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/ 
", ctladdr=<hcticketsys at localhost> (8/0), delay=2+00:34:34,  
xdelay=00:03:00, mailer=prog, pri=4441718, dsn=4.0.0, stat=Deferred:  
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:42:03 rt sendmail[23281]: n58H5Ssh004282: timeout waiting  
for input from local during Draining Input
Jun 10 10:43:03 rt sendmail[23281]: n58H5Ssh004282: to="|/etc/smrsh/rt- 
mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/ 
", ctladdr=<hcticketsys at localhost> (8/0), delay=2+00:37:34,  
xdelay=00:03:01, mailer=prog, pri=4441746, dsn=4.0.0, stat=Deferred:  
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL


It is my understanding that rt-mailgate needs to be able to connect to  
the address that users connect to to create the tickets via mail, so  
it should be connecting to rt.domain.com if my understanding is  
correct. Is there a way for me to fix this since it seems that it is  
unable to connect to that public interface other than changing the  
firewall?

Greg Evans
gevans at hcc.net
Hood Canal Communications
(360) 898-2481 x212




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From kmckinnis at tivo.com  Wed Jun 10 19:28:37 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Wed, 10 Jun 2009 16:28:37 -0700
Subject: [rt-users] Mail and incoming ticket issue
In-Reply-To: <B035F0A6-C9F8-4548-946D-3B0AF9924A40@hcc.net>
References: <B035F0A6-C9F8-4548-946D-3B0AF9924A40@hcc.net>
Message-ID: <79E0423E511EB7469840F12A98F81BC8044440A2B0@CORPEX01.Tivo.com>

I ran into this when I went behind a VIP too. The easiest fix was to leave the settings alone and put the internal IP in /etc/hosts with the external hostname so it can connect internally.

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans
Sent: Wednesday, June 10, 2009 4:26 PM
To: rt-users Users
Subject: [rt-users] Mail and incoming ticket issue

Hello,

We just moved our RT machine from being on a public interface to being behind a firewall with a public interface.

So previously the RT server was located at public IP: xx.xx.xxx.xx
and now the RT server is at 172.17.1.2 and the firewall has a public IP of xx.xx.xxx.xx that goes to the RT server

Before the move in /etc/aliases I have

rt: "|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.domain.com"

since the move I have tried

rt: "|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://localhost/"

and

rt: "|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://172.17.1.2/"

and it is not working. If I look in the maillog (which Is where I assume I should be looking?) I see a lot of this:

Jun 10 10:36:02 rt sendmail[23281]: n58H5SsX004282: timeout waiting for input from local during Draining Input
Jun 10 10:37:02 rt sendmail[23281]: n58H5SsX004282: to="|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/", ctladdr=<hcticketsys at localhost> (8/0), delay=2+00:31:34, xdelay=00:03:00, mailer=prog, pri=4441712, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:39:02 rt sendmail[23281]: n58H5SsY004282: timeout waiting for input from local during Draining Input
Jun 10 10:40:02 rt sendmail[23281]: n58H5SsY004282: to="|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/", ctladdr=<hcticketsys at localhost> (8/0), delay=2+00:34:34, xdelay=00:03:00, mailer=prog, pri=4441718, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:42:03 rt sendmail[23281]: n58H5Ssh004282: timeout waiting for input from local during Draining Input
Jun 10 10:43:03 rt sendmail[23281]: n58H5Ssh004282: to="|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/", ctladdr=<hcticketsys at localhost> (8/0), delay=2+00:37:34, xdelay=00:03:01, mailer=prog, pri=4441746, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL


It is my understanding that rt-mailgate needs to be able to connect to the address that users connect to to create the tickets via mail, so it should be connecting to rt.domain.com if my understanding is correct. Is there a way for me to fix this since it seems that it is unable to connect to that public interface other than changing the firewall?

Greg Evans
gevans at hcc.net<mailto:gevans at hcc.net>
Hood Canal Communications
(360) 898-2481 x212




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From aaron at guise.net.nz  Wed Jun 10 20:47:27 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Thu, 11 Jun 2009 12:47:27 +1200
Subject: [rt-users] Scrip Help
Message-ID: <c8c01a250906101747y2d9da2a0w970a087d705be1d2@mail.gmail.com>

Hi,

Is it possible to differentiate via Scrip whether a ticket is created via
the RT Gui or an email being sent?  I cannot seem to come up with something
concrete that works just yet.

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *
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From kmckinnis at tivo.com  Wed Jun 10 20:57:24 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Wed, 10 Jun 2009 17:57:24 -0700
Subject: [rt-users] Scrip Help
In-Reply-To: <c8c01a250906101747y2d9da2a0w970a087d705be1d2@mail.gmail.com>
References: <c8c01a250906101747y2d9da2a0w970a087d705be1d2@mail.gmail.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC8044440A2E1@CORPEX01.Tivo.com>

What if you put in something to pull info from the headers? I have a line in a scrip that determines which support account an email was sent to. It's empty if the ticket was sent through the GUI.

my $to = $self->TransactionObj->Attachments->First->GetHeader('To');

$RT::Logger->debug("To email was: $to");
.
.
.

________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Wednesday, June 10, 2009 5:47 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Scrip Help

Hi,

Is it possible to differentiate via Scrip whether a ticket is created via the RT Gui or an email being sent?  I cannot seem to come up with something concrete that works just yet.

Regards,

Aaron Guise
[http://www.guise.net.nz/images/signatures/mob.gif]027 212 6638
[http://www.guise.net.nz/images/signatures/email.gif]aaron at guise.net.nz<mailto:aaron at guise.net.nz>


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From jpierce at cambridgeenergyalliance.org  Wed Jun 10 20:59:08 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 10 Jun 2009 20:59:08 -0400
Subject: [rt-users] Scrip Help
In-Reply-To: <c8c01a250906101747y2d9da2a0w970a087d705be1d2@mail.gmail.com>
References: <c8c01a250906101747y2d9da2a0w970a087d705be1d2@mail.gmail.com>
Message-ID: <be7163f0906101759k79427b9fj1d726734be19577c@mail.gmail.com>

This info exists somewhere on the wiki as a user-contributed enhancement.

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


From aaron at guise.net.nz  Wed Jun 10 22:04:33 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Thu, 11 Jun 2009 14:04:33 +1200
Subject: [rt-users] Scrip Help
In-Reply-To: <be7163f0906101759k79427b9fj1d726734be19577c@mail.gmail.com>
References: <c8c01a250906101747y2d9da2a0w970a087d705be1d2@mail.gmail.com> 
	<be7163f0906101759k79427b9fj1d726734be19577c@mail.gmail.com>
Message-ID: <c8c01a250906101904i62850a9bx1158e6c767dea3b9@mail.gmail.com>

Thanks Jerrad,

I couldn't remember where I had seen this before.   I since had a good
search and found it on the Wiki.

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *



On Thu, Jun 11, 2009 at 12:59 PM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> This info exists somewhere on the wiki as a user-contributed enhancement.
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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From benr at tlcdatasecurity.com.au  Wed Jun 10 21:55:35 2009
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Thu, 11 Jun 2009 11:55:35 +1000
Subject: [rt-users] Searching for tickets created between hours
Message-ID: <2A3356EF80D87C4CB1F23CA28D6E00B20993F564EE@brumby>

Hello all...

What is the best method of creating a search to show tickets created between 6pm (18:00 hrs) and 9am (09:00 hrs)?

Thanks for your help with this.

BenR

________________________________
The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorised to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it, and any associated attachments, from your system. Thank you.
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From grahamb at sfu.ca  Thu Jun 11 01:46:42 2009
From: grahamb at sfu.ca (Graham Ballantyne)
Date: Wed, 10 Jun 2009 22:46:42 -0700
Subject: [rt-users] RT at a Glance only shows tickets from last 18	hours?
In-Reply-To: <20090610074304.GB3382@easter-eggs.com>
References: <C27C13A1-DC77-45DD-AB73-5403A5E26D12@sfu.ca>
	<20090610074304.GB3382@easter-eggs.com>
Message-ID: <BD083A96-4972-43B6-86DE-59575E0D0633@sfu.ca>


On 10-Jun-09, at 00:43 , Emmanuel Lacour wrote:

> On Tue, Jun 09, 2009 at 10:57:06AM -0700, Graham Ballantyne wrote:
>> Hi all,
>>
>> I have the global setting for RT at a Glance set to show the All  
>> New &
>> Open tickets saved search. One of my users pointed out that the home
>> page is only showing tickets updated in the last 18 hours - they have
>> to click through to the search results page to see the full list.
>>
>> Is this time limit a settable option? I don't see anything in the GUI
>> or RT_Config.pm.
>>
>
> No, there is only a limit of number of results (10 results is the
> default). This limit is configurable at system level and user level.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


Then why am I only seeing tickets from within the last 18 hours?  
There's nothing in the saved search limiting the time period.

-- 
Graham Ballantyne
grahamb at sfu.ca

Institutional, Collaborative & Academic Technologies
IT Services

Simon Fraser University
Burnaby, BC  V5A 1S6
p: 778-782-2014
www.sfu.ca/icat



From matthew.seaman at thebunker.net  Thu Jun 11 03:37:18 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Thu, 11 Jun 2009 08:37:18 +0100
Subject: [rt-users] help in creating Scrips
In-Reply-To: <61d255bb0906101413s4b6bb085oef951361dd685440@mail.gmail.com>
References: <61d255bb0906101413s4b6bb085oef951361dd685440@mail.gmail.com>
Message-ID: <4A30B42E.3020708@thebunker.net>

rmp dmd wrote:
> Thank you very much Drew. Your link definitely is a big help.
> 
> The syntax are quite different with the programming applications that I am
> familiar (very few though).  It's very hard modifying it for our specific
> use. Is there a guide about this?

These are perl regular expressions.  See
http://perldoc.perl.org/perlre.html for details, but the following means...

> For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on

> Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ )

             /   <-- start of matching operator
               \*\*    <-- match two * characters literally.  Without
                           the \ escape, * is an operator that means
                           'zero or more times'
                   PROBLEM <-- match literal text
                           (  <-- start of capture group
                             \w+  <-- one or more 'word' characters
                                ) <-- close capture group
                                  -  <-- match literal text
                                     (.*)   <-- capture group of zero or
                                                more of any sequence of
                                                characters. '.' is the
                                                wildcard character
                                            <-- match literal ' ' char
                                         (\w+) <-- capture group of one
                                                   or more word chars.
                                                 <-- another space
                                                \*\*  <-- two more stars
                                                    / <-- end of match
                                                          expression

  Note that all the white space in the expression also has to match
  literally.  In summary this captures 3 strings out of the matched
  text: the first word after '**  PROBLEM ', Everything in the middle
  and then the last word at the end before ' **'.

> 
> and *(\d\d\d\d\d\d?) on
> 
> $subject =~ /\D*(\d\d\d\d\d\d?)\D*/)

   \D is a non-digit character.  \d is a digit, so this matches any
   number of non-digit characters \D*, then it captures 5 digits
   \d\d\d\d\d and possibly also a 6th digit \d? (? is an operator
   meaning 0 or 1 times) followed by any number of non-digit characters
   \D* again.  You could write the capture expression bit as (\d{5,6})
   meaning 'from 5 to 6 digits'

	Cheers,

	Matthew

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

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From guadagnino.cristiano at creval.it  Thu Jun 11 04:44:44 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Thu, 11 Jun 2009 10:44:44 +0200
Subject: [rt-users] Scrip does not send email
Message-ID: <E715467A47D6E0479B59B4A238A4F6D8070384A11C@MBXCCR2.d1.bkd>

Hi all,
I am having a problem with a scrip that does not send emails as expected.

I have a queue with a mandatory custom field. If a user tries to create a ticket in that queue from the RT interface without populating the cf, RT will complain. However, if a user creates the ticket by sending an email RT will happily create it.

So I created a scrip on that queue that checks if a mandatory cf is present, and if it is - and it is not populated - it will put the ticket in status "rejected".

Settings are:

Condition: User Defined
Action: Notify Requestors
Template: Global template: Error: no mandatory CF
Stage: TransactionBatch
Custom Condition:
my $trans = $self->TransactionObj;
return 0 unless $trans->Type eq "Create";

my $ticket = $self->TicketObj;

my $CustomFields = $ticket->QueueObj->TicketCustomFields();
while (my $CustomField = $CustomFields->Next()) {
    my $nam = $CustomField->Name;
    my $typ = $CustomField->Type;
    my $vad = $CustomField->Pattern;

    $RT::Logger->info( ">  CustomField: $nam \n" );
    $RT::Logger->info( ">  CustomField: $typ \n" );
    $RT::Logger->info( ">  CustomField: $vad \n" );

    if ($vad = '(?#Mandatory)') {
        my $val = $ticket->FirstCustomFieldValue($nam);
        if ($val ne '') {
            return 0;
        } else {
            $ticket->SetStatus("rejected");
        }
    }
}

return 1;

The scrip works as expected, but it will not send the email to the requestor. In the log I see this:

49587 - Scrip 28 OnCreateCheckCF (/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Jun 11 07:53:27 2009] [info]: <rt-3.8.4-8458-1244706807-1237.3505-28-0 at Bankadati S.I.> No recipients found. Not sending. (/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)

I can not understand why it is saying "No recipients found". Any ideas?

TIA
Bye
Cris

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From cgarcia at ific.uv.es  Thu Jun 11 05:17:33 2009
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Thu, 11 Jun 2009 11:17:33 +0200
Subject: [rt-users] Rights issue on Configuration -> Global -> RT at a
 glance on RT 3.8.2
In-Reply-To: <4A295D04.90100@lbl.gov>
References: <4A2799BA.7070609@ific.uv.es> <4A27EF63.80309@lbl.gov>
	<4A28CF86.6070707@ific.uv.es>
	<84DB29AC-801C-43A5-AF5A-8115180638A3@netconsonance.com>
	<4A295D04.90100@lbl.gov>
Message-ID: <4A30CBAD.60304@ific.uv.es>

Jo and Kenn,

Thank you for your comments about this issue. In the end it was a bug of 
RT. Fortunately, I created a ticket on http://rt3.fsck.com/ and the 
people from Best Practical (I think that they were Kevin Falcone and 
Jesse Vincent) put their hands on it immediately and they have just 
solved this /*security bug*/.

This is part of the message posted by Kevin Falcone:
 >The most important fix is that RT now requires the SuperUser
 >right to edit global RT at a Glance.  In all previous 3.8
 >releases, the "ShowConfigTab" right unintentionally enabled this.
 >If you have not granted this right to any non-administrative user,
 >then this issue should not affect you.

You can read the whole in the message "RT 3.8.4 Released" written by 
Kevin. So, you probably should consider either to patch your current 
installation or to upgrade it.

Kenn, Jo, thank you again for your help and comments, and thanks to the 
people of bestpractical.

Best wishes,
Carlos

Ken Crocker wrote:
> Carlos,
> 
>     I'm with Jo on this one. We are on 3.6.4 and I have over 100 users 
> and the majority of them do /*NOT*/ have the "ShowConfigTab" right yet 
> they /*ALL*/ can modify their "RT at a Glance" settings.
> 
> 
> Kenn
> LBNL
> 
> On 6/5/2009 3:13 AM, Jo Rhett wrote:
>> Are you sure it's the global RT At a Glance?   It seems everyone can 
>> modify it for themselves...
>>
>> On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote:
>>> Hi Kenn, hi everybody,
>>>
>>> Thank you for your answer. I was expecting the same behaviour as you. 
>>> But for my unpleasant surprise, a user who only has
>>> - "ShowConfigTab" global right for himself.
>>> - "ShowAprovalsTab" global right for Privileged users. And
>>> - "CreateTicket" and "SeeQueue" in some queues as Everyone's rights 
>>> in those queues.
>>> can do nothing harmful with the single exception of modifying the 
>>> global RT at a glance.
>>>
>>> This behaviour has surprised me probably as much as you. Because of 
>>> it, I want that someone else checks this configuration in order to 
>>> see whether it is my fault (I am doing something wrong) or it is a RT 
>>> bug (this happens to everybody, but it shouldn't).
>>>
>>> Greetings,
>>> Carlos
>>>
>>> PS: I found somewhere a RT installation for testing purposes, but 
>>> users   grants, including root, where so restricted, that I couldn't 
>>> reproduce the configuration I wanted.
>>>
>>> Ken Crocker wrote:
>>>> Carlos,
>>>>    I may be mistaken, butI think the "ShowConfigTab" merely allows 
>>>> the user to see that tab and the functions under it. The user still 
>>>> needs to have other rights (like "ShowTemplate" and 
>>>> "ModifyTemplate") in order to see/modify templates and I'm sure the 
>>>> same situation exists for other objects to be modified.
>>>> Kenn
>>>> LBNL
>>>> On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote:
>>>>> Sorry for posting this twice, but I'm trying to make it shorter.
>>>>>
>>>>> Please, can anyone confirm me that a user who only has the global 
>>>>> right "ShowConfigTab" is able to modify the global RT at a glance?
>>>>>
>>>>> I'm using RT 3.8.2 and I would like to know if either I'm doing 
>>>>> something wrong or this is the expected behaviour. If this were the 
>>>>> second case, should this be considered a bug?
>>>>>
>>>>> For a longer explanation, attached you can find my previous message.
>>>>>
>>>>> Thanking you in advance,
>>>>> Carlos
>>>>>
>>>>> ------------------------------------------------------------------------ 
>>>>>
>>>>>
>>>>> Subject:
>>>>> [rt-users] Rights issue on Configuration -> Global -> RT at a 
>>>>> glance on RT 3.8.2
>>>>> From:
>>>>> Carlos Garcia Montoro <cgarcia at ific.uv.es>
>>>>> Date:
>>>>> Fri, 29 May 2009 12:18:06 +0200
>>>>> To:
>>>>> rt-users at lists.bestpractical.com
>>>>>
>>>>> To:
>>>>> rt-users at lists.bestpractical.com
>>>>>
>>>>>
>>>>> Hello,
>>>>>
>>>>> I've a question/request about RT that I have been neither able to 
>>>>> resolve from myself, nor have I found it at the RT wiki or googling 
>>>>> this mailing list.
>>>>>
>>>>> I'm newbie using RT. I'm installing an organizational RT (ver. 
>>>>> 3.8.2). We have some departments that are autonomous of each other. 
>>>>> Thus, I want to grant some privileges for every admin group of each 
>>>>> department. I want to allow them to handle their own queues, 
>>>>> groups, etc. But I also want not to allow them to modify others 
>>>>> space. I have achieved this configuration, i.e. admins are only 
>>>>> able to see their groups, admins can see all queues but they are 
>>>>> only allowed to modify some properties (Cc, AdminCc,...)  of their 
>>>>> own queues but not other queues. In order to do that I have granted 
>>>>> them the global right "ShowConfigTab". Otherwise they had rights 
>>>>> but they couldn't use them (they couldn't modify group membership 
>>>>> of their groups,...).
>>>>>
>>>>> The problem I'm suffering is this: When I grant the "ShowConfigTab" 
>>>>> right to a user or group, I'm also granting privileges to modify 
>>>>> the global RT at a glance. Let me show an example: Let me create a 
>>>>> user foo who can be granted rights ("Let this user be granted 
>>>>> rights" is checked). This new user isn't a member of any group, so 
>>>>> he has no right rather than "Everyone" and "Privileged". At this 
>>>>> moment, global rights for these groups are the default (no global 
>>>>> right for "Everyone", and only "ShowApprovalsTab" for 
>>>>> "Privileged"). In some queues "Everyone" has two rights 
>>>>> "CreateTicket" and "SeeQueue", but as far as I know they only grant 
>>>>> privileges for creating a new ticket in these queues. Let this user 
>>>>> be granted the global "ShowConfigTab" right ( "Configuration" -> 
>>>>> "Global" -> "User Rights", and there foo is granted to 
>>>>> "ShowConfigTab"). Now let foo log in. This user can see the 
>>>>> configuration tab, but he can't modify anything since he is not 
>>>>> allowed to. If he tries to modify anything RT won't allow it and 
>>>>> foo will read a permission denied message. But if foo goes to 
>>>>> "Configuration" -> "Global" -> "RT at a glance" and there he 
>>>>> deletes "QuickCreate", RT allows it saying "Global portlet body 
>>>>> saved.". Now let the privileged user bar log in. The RT at a glance 
>>>>> of bar has no longer the "QuickCreate" frame when it previously had 
>>>>> it. Hence, I don't want to grant foo the right of modifying the 
>>>>> global RT at a glance!
>>>>>
>>>>> Is it the expected behaviour? Am I missing anything or doing 
>>>>> something wrong?
>>>>>
>>>>> Thank you,
>>>>> Carlos
>>>>>
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>> Community help: http://wiki.bestpractical.com
>>>>> Commercial support: 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
>>> <cgarcia.vcf>_______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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
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From cgarcia at ific.uv.es  Thu Jun 11 05:23:08 2009
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Thu, 11 Jun 2009 11:23:08 +0200
Subject: [rt-users] Rights issue on Configuration -> Global -> RT at a
 glance on RT 3.8.2
In-Reply-To: <4A30CBAD.60304@ific.uv.es>
References: <4A2799BA.7070609@ific.uv.es> <4A27EF63.80309@lbl.gov>
	<4A28CF86.6070707@ific.uv.es>
	<84DB29AC-801C-43A5-AF5A-8115180638A3@netconsonance.com>
	<4A295D04.90100@lbl.gov> <4A30CBAD.60304@ific.uv.es>
Message-ID: <4A30CCFC.4050208@ific.uv.es>

PS: It seems to me that Shawn Moore also worked on fixing it.

Carlos

Carlos Garcia Montoro wrote:
> Jo and Kenn,
> 
> Thank you for your comments about this issue. In the end it was a bug of 
> RT. Fortunately, I created a ticket on http://rt3.fsck.com/ and the 
> people from Best Practical (I think that they were Kevin Falcone and 
> Jesse Vincent) put their hands on it immediately and they have just 
> solved this /*security bug*/.
> 
> This is part of the message posted by Kevin Falcone:
>  >The most important fix is that RT now requires the SuperUser
>  >right to edit global RT at a Glance.  In all previous 3.8
>  >releases, the "ShowConfigTab" right unintentionally enabled this.
>  >If you have not granted this right to any non-administrative user,
>  >then this issue should not affect you.
> 
> You can read the whole in the message "RT 3.8.4 Released" written by 
> Kevin. So, you probably should consider either to patch your current 
> installation or to upgrade it.
> 
> Kenn, Jo, thank you again for your help and comments, and thanks to the 
> people of bestpractical.
> 
> Best wishes,
> Carlos
> 
> Ken Crocker wrote:
>> Carlos,
>>
>>     I'm with Jo on this one. We are on 3.6.4 and I have over 100 users 
>> and the majority of them do /*NOT*/ have the "ShowConfigTab" right yet 
>> they /*ALL*/ can modify their "RT at a Glance" settings.
>>
>>
>> Kenn
>> LBNL
>>
>> On 6/5/2009 3:13 AM, Jo Rhett wrote:
>>> Are you sure it's the global RT At a Glance?   It seems everyone can 
>>> modify it for themselves...
>>>
>>> On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote:
>>>> Hi Kenn, hi everybody,
>>>>
>>>> Thank you for your answer. I was expecting the same behaviour as 
>>>> you. But for my unpleasant surprise, a user who only has
>>>> - "ShowConfigTab" global right for himself.
>>>> - "ShowAprovalsTab" global right for Privileged users. And
>>>> - "CreateTicket" and "SeeQueue" in some queues as Everyone's rights 
>>>> in those queues.
>>>> can do nothing harmful with the single exception of modifying the 
>>>> global RT at a glance.
>>>>
>>>> This behaviour has surprised me probably as much as you. Because of 
>>>> it, I want that someone else checks this configuration in order to 
>>>> see whether it is my fault (I am doing something wrong) or it is a 
>>>> RT bug (this happens to everybody, but it shouldn't).
>>>>
>>>> Greetings,
>>>> Carlos
>>>>
>>>> PS: I found somewhere a RT installation for testing purposes, but 
>>>> users   grants, including root, where so restricted, that I couldn't 
>>>> reproduce the configuration I wanted.
>>>>
>>>> Ken Crocker wrote:
>>>>> Carlos,
>>>>>    I may be mistaken, butI think the "ShowConfigTab" merely allows 
>>>>> the user to see that tab and the functions under it. The user still 
>>>>> needs to have other rights (like "ShowTemplate" and 
>>>>> "ModifyTemplate") in order to see/modify templates and I'm sure the 
>>>>> same situation exists for other objects to be modified.
>>>>> Kenn
>>>>> LBNL
>>>>> On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote:
>>>>>> Sorry for posting this twice, but I'm trying to make it shorter.
>>>>>>
>>>>>> Please, can anyone confirm me that a user who only has the global 
>>>>>> right "ShowConfigTab" is able to modify the global RT at a glance?
>>>>>>
>>>>>> I'm using RT 3.8.2 and I would like to know if either I'm doing 
>>>>>> something wrong or this is the expected behaviour. If this were 
>>>>>> the second case, should this be considered a bug?
>>>>>>
>>>>>> For a longer explanation, attached you can find my previous message.
>>>>>>
>>>>>> Thanking you in advance,
>>>>>> Carlos
>>>>>>
>>>>>> ------------------------------------------------------------------------ 
>>>>>>
>>>>>>
>>>>>> Subject:
>>>>>> [rt-users] Rights issue on Configuration -> Global -> RT at a 
>>>>>> glance on RT 3.8.2
>>>>>> From:
>>>>>> Carlos Garcia Montoro <cgarcia at ific.uv.es>
>>>>>> Date:
>>>>>> Fri, 29 May 2009 12:18:06 +0200
>>>>>> To:
>>>>>> rt-users at lists.bestpractical.com
>>>>>>
>>>>>> To:
>>>>>> rt-users at lists.bestpractical.com
>>>>>>
>>>>>>
>>>>>> Hello,
>>>>>>
>>>>>> I've a question/request about RT that I have been neither able to 
>>>>>> resolve from myself, nor have I found it at the RT wiki or 
>>>>>> googling this mailing list.
>>>>>>
>>>>>> I'm newbie using RT. I'm installing an organizational RT (ver. 
>>>>>> 3.8.2). We have some departments that are autonomous of each 
>>>>>> other. Thus, I want to grant some privileges for every admin group 
>>>>>> of each department. I want to allow them to handle their own 
>>>>>> queues, groups, etc. But I also want not to allow them to modify 
>>>>>> others space. I have achieved this configuration, i.e. admins are 
>>>>>> only able to see their groups, admins can see all queues but they 
>>>>>> are only allowed to modify some properties (Cc, AdminCc,...)  of 
>>>>>> their own queues but not other queues. In order to do that I have 
>>>>>> granted them the global right "ShowConfigTab". Otherwise they had 
>>>>>> rights but they couldn't use them (they couldn't modify group 
>>>>>> membership of their groups,...).
>>>>>>
>>>>>> The problem I'm suffering is this: When I grant the 
>>>>>> "ShowConfigTab" right to a user or group, I'm also granting 
>>>>>> privileges to modify the global RT at a glance. Let me show an 
>>>>>> example: Let me create a user foo who can be granted rights ("Let 
>>>>>> this user be granted rights" is checked). This new user isn't a 
>>>>>> member of any group, so he has no right rather than "Everyone" and 
>>>>>> "Privileged". At this moment, global rights for these groups are 
>>>>>> the default (no global right for "Everyone", and only 
>>>>>> "ShowApprovalsTab" for "Privileged"). In some queues "Everyone" 
>>>>>> has two rights "CreateTicket" and "SeeQueue", but as far as I know 
>>>>>> they only grant privileges for creating a new ticket in these 
>>>>>> queues. Let this user be granted the global "ShowConfigTab" right 
>>>>>> ( "Configuration" -> "Global" -> "User Rights", and there foo is 
>>>>>> granted to "ShowConfigTab"). Now let foo log in. This user can see 
>>>>>> the configuration tab, but he can't modify anything since he is 
>>>>>> not allowed to. If he tries to modify anything RT won't allow it 
>>>>>> and foo will read a permission denied message. But if foo goes to 
>>>>>> "Configuration" -> "Global" -> "RT at a glance" and there he 
>>>>>> deletes "QuickCreate", RT allows it saying "Global portlet body 
>>>>>> saved.". Now let the privileged user bar log in. The RT at a 
>>>>>> glance of bar has no longer the "QuickCreate" frame when it 
>>>>>> previously had it. Hence, I don't want to grant foo the right of 
>>>>>> modifying the global RT at a glance!
>>>>>>
>>>>>> Is it the expected behaviour? Am I missing anything or doing 
>>>>>> something wrong?
>>>>>>
>>>>>> Thank you,
>>>>>> Carlos
>>>>>>
>>>>>> _______________________________________________
>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>
>>>>>> Community help: http://wiki.bestpractical.com
>>>>>> Commercial support: 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
>>>> <cgarcia.vcf>_______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: 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
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From barnesaw at ucrwcu.rwc.uc.edu  Thu Jun 11 08:37:21 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 11 Jun 2009 08:37:21 -0400
Subject: [rt-users] RT could not load a valid user,
 and RT's configuration does not allow for the creation of a new
 user for your email
In-Reply-To: <79E0423E511EB7469840F12A98F81BC8044440A2AD@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC8044440A2A0@CORPEX01.Tivo.com>
	<79E0423E511EB7469840F12A98F81BC8044440A2AD@CORPEX01.Tivo.com>
Message-ID: <4A30FA81.8060001@ucrwcu.rwc.uc.edu>



Kimberly McKinnis wrote:
>
> I turned on the permission for everyone to create tickets, so I?m 
> getting an autoresponse and account creation now. However? the auto 
> response template is ignoring the code that is supposed to send them a 
> password.
>
> {
>
> *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>
> if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
>
> (!$Transaction->CreatorObj->Privileged) &&
>

I would look to make sure that users are being created as privileged, as 
that was the first thing that jumped out of the code at me.

> ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
>
> ) {
>
> my $user = RT::User->new($RT::SystemUser);
>
> $user->Load($Transaction->CreatorObj->Id);
>
> my ($stat, $pass) = $user->SetRandomPassword();
>
> if (!$stat) {
>
> $OUT .=
>
> "An internal error has occurred. RT was not able to set a password for 
> you.
>
> Please contact kmckinnis at tivo.com for assistance.";
>
> }
>
> $OUT .= "
>
> You can check the current status and history of your requests at:
>
> ".$RT::WebURL."
>
> When prompted, enter the following username and password:
>
> Username: ".$user->Name."
>
> Password: ".$pass."
>
> ";
>
> }
>
> }
>
> ------------------------------------------------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Kimberly McKinnis
> *Sent:* Wednesday, June 10, 2009 4:01 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] RT could not load a valid user, and RT's 
> configuration does not allow for the creation of a new user for your email
>
> I had RT 3.4.5 running smoothly until the machine died a horrible disk 
> death. I recovered most everything, but I think I lost a scrip or 
> config somewhere. I have a scrip that auto adds new users to their 
> appropriate group based on the domain in their email. However, RT is 
> no longer auto creating users on incoming emails, and instead replies 
> with the following: ?RT could not load a valid user, and RT's 
> configuration does not allow for the creation of a new user for your 
> email.?
>
> Does anyone know where this might be configured? I touch RT so 
> infrequently these days. Thanks!
>
> ~~
>
> Kimberly McKinnis
>
> System Operations Engineer
>
> Service Provider Division, TiVo Inc
>
> 408-519-9607
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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



From andy.speagle at wichita.edu  Thu Jun 11 08:10:29 2009
From: andy.speagle at wichita.edu (Speagle, Andy)
Date: Thu, 11 Jun 2009 07:10:29 -0500
Subject: [rt-users] Ticket history name format change
Message-ID: <EC2F9E5D7C19B444ACAC860BAA6F939432EB40AF@exchange-01.ad.wichita.edu>

Hi there...

Sorry for the late bump, but I recently had to figure this one out on my own.  I'm running RT 3.8.2 here and the best way to do this...

(fix the paths and/or commands to fit your platform/installation)

mkdir -p /opt/rt3/local/html/Ticket/Elements
cp -p /opt/rt3/share/html/Ticket/Elements/ShowTransaction /opt/rt3/local/html/Ticket/Elements/

Edit the new file... CHANGE:

      <% $Transaction->CreatorObj->Name %> - <% $TicketString %> <% $desc %>

TO: (should be around line #62 or so)

      <% $Transaction->CreatorObj->RealName %> - <% $TicketString %> <% $desc %>

Restart your web server... which should clear any cache (or at least does for me).

2009/5/13 D??niel Omaisz-Tak??cs <otdmunka[at]gmail.com>:
> Hi all, please help me, i need to change the username format in the
> ticket history to display not the username but the realname instead!
> For example:
> I have the users with random login chars:
> S2ttkt is Adam Kovacs
>
> S2ttkt - Ticket 44: Correspondence added
> to
> Adam Kovacs - Ticket 44: Correspondence added
>
> I tried changeing the Set($UsernameFormat to RealName, Verbose etc but
> nothing seams to modify the transaction creators name display format.

Good luck,

Andy
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From gravyface at gmail.com  Thu Jun 11 10:12:33 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 11 Jun 2009 10:12:33 -0400
Subject: [rt-users]  script execution order
Message-ID: <19fa96670906110712w5fd1d8d6rb67190c08823c825@mail.gmail.com>

Hello,

Wiki states that since 3.5.x, the execution order of scrips is
alphanumeric by description.  Is this correct?


From kfcrocker at lbl.gov  Thu Jun 11 10:26:14 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 11 Jun 2009 07:26:14 -0700
Subject: [rt-users] Scrip Help
In-Reply-To: <c8c01a250906101904i62850a9bx1158e6c767dea3b9@mail.gmail.com>
References: <c8c01a250906101747y2d9da2a0w970a087d705be1d2@mail.gmail.com>
	<be7163f0906101759k79427b9fj1d726734be19577c@mail.gmail.com>
	<c8c01a250906101904i62850a9bx1158e6c767dea3b9@mail.gmail.com>
Message-ID: <4A311406.3020304@lbl.gov>

Aaron,

    We use this code:

# condition set on email transaction to create

my $trans = $self->TransactionObj;
my $msgattr = $trans->Message->First;

return 0 unless $trans->Type eq "Create";
return 0 unless $msgattr;
return 1 if $msgattr->GetHeader('Received');
return 0;

    Hope this helps.

Kenn
LBNL

On 6/10/2009 7:04 PM, Aaron Guise wrote:
> Thanks Jerrad,
>
> I couldn't remember where I had seen this before.   I since had a good 
> search and found it on the Wiki.
>
>     *Regards,*
>
>     *Aaron Guise
>     027 212 6638
>     aaron at guise.net.nz <mailto:aaron at guise.net.nz>
>      *
>
>
>
> On Thu, Jun 11, 2009 at 12:59 PM, Jerrad Pierce 
> <jpierce at cambridgeenergyalliance.org 
> <mailto:jpierce at cambridgeenergyalliance.org>> wrote:
>
>     This info exists somewhere on the wiki as a user-contributed
>     enhancement.
>
>     --
>     Cambridge Energy Alliance: Save money. Save the planet.
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From slander at hearstsc.com  Thu Jun 11 10:16:48 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Thu, 11 Jun 2009 10:16:48 -0400
Subject: [rt-users] Scalability question - RT appropriate for 50K+ requests
	per year?
Message-ID: <AE81EE4BD21DC646996EC0B5BAA3128003CB1D134F@RCLTEXVS06.resource.hearstcorp.com>

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.


Thanks for any input.

Scott


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From kfcrocker at lbl.gov  Thu Jun 11 10:40:53 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 11 Jun 2009 07:40:53 -0700
Subject: [rt-users] Scrip does not send email
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D8070384A11C@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D8070384A11C@MBXCCR2.d1.bkd>
Message-ID: <4A311775.8070600@lbl.gov>

Guadagnino,


    From what I can see, the scrip did TRY to send an Email. So the 
action /did/ work. I would look at the privileges for the requestor. If 
RT tries to send an Email and the Requestor doesn't have the right to 
GET Emails, then RT won't find a recipient. I'm not sure, but I think 
"watch" would be a right o look at. There may be others, but look in 
that direction. BTW, did the ticket status get changed to "rejected"?

Kenn
LBNL

On 6/11/2009 1:44 AM, Guadagnino Cristiano wrote:
>
> Hi all,
>
> I am having a problem with a scrip that does not send emails as expected.
>
>  
>
> I have a queue with a mandatory custom field. If a user tries to 
> create a ticket in that queue from the RT interface without populating 
> the cf, RT will complain. However, if a user creates the ticket by 
> sending an email RT will happily create it.
>
>  
>
> So I created a scrip on that queue that checks if a mandatory cf is 
> present, and if it is - and it is not populated - it will put the 
> ticket in status "rejected".
>
>  
>
> Settings are:
>
>  
>
> Condition: User Defined
>
> Action: Notify Requestors
>
> Template: Global template: Error: no mandatory CF
>
> Stage: TransactionBatch
>
> Custom Condition:
>
> my $trans = $self->TransactionObj;
>
> return 0 unless $trans->Type eq "Create";
>
>  
>
> my $ticket = $self->TicketObj;
>
>  
>
> my $CustomFields = $ticket->QueueObj->TicketCustomFields();
>
> while (my $CustomField = $CustomFields->Next()) {
>
>     my $nam = $CustomField->Name;
>
>     my $typ = $CustomField->Type;
>
>     my $vad = $CustomField->Pattern;
>
>  
>
>     $RT::Logger->info( ">  CustomField: $nam \n" );
>
>     $RT::Logger->info( ">  CustomField: $typ \n" );
>
>     $RT::Logger->info( ">  CustomField: $vad \n" );
>
>  
>
>     if ($vad = '(?#Mandatory)') {
>
>         my $val = $ticket->FirstCustomFieldValue($nam);
>
>         if ($val ne '') {
>
>             return 0;
>
>         } else {
>
>             $ticket->SetStatus("rejected");
>
>         }
>
>     }
>
> }
>
>  
>
> return 1;
>
>  
>
> The scrip works as expected, but it will not send the email to the 
> requestor. In the log I see this:
>
>  
>
> 49587 - Scrip 28 OnCreateCheckCF 
> (/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)
>
> [Thu Jun 11 07:53:27 2009] [info]: 
> <rt-3.8.4-8458-1244706807-1237.3505-28-0 at Bankadati S.I.> No recipients 
> found. Not sending. (/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)
>
>  
>
> I can not understand why it is saying "No recipients found". Any ideas?
>
>  
>
> TIA
>
> Bye
>
> Cris
>
>  
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From kfcrocker at lbl.gov  Thu Jun 11 10:45:53 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 11 Jun 2009 07:45:53 -0700
Subject: [rt-users] script execution order
In-Reply-To: <19fa96670906110712w5fd1d8d6rb67190c08823c825@mail.gmail.com>
References: <19fa96670906110712w5fd1d8d6rb67190c08823c825@mail.gmail.com>
Message-ID: <4A3118A1.6070609@lbl.gov>

GravyFace,

    Yep. I renamed many of my scrips with a "1a" to "1c" on scrips that 
modify ticket and custom fields. That way, I ensure that my "notify" 
scrips have the info available from a ticket modified ticket. That was 
before I understood how "Prep Code" and "Cleanup code" worked with 
TransactionBatch. So for me, it's a moot point. But it's still not a bad 
idea in case you have a couple different scrips that you want to modify 
data in a specific sequence.

Kenn
LBNL

On 6/11/2009 7:12 AM, GravyFace wrote:
> Hello,
>
> Wiki states that since 3.5.x, the execution order of scrips is
> alphanumeric by description.  Is this correct?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 guadagnino.cristiano at creval.it  Thu Jun 11 10:46:24 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Thu, 11 Jun 2009 16:46:24 +0200
Subject: [rt-users] R:  Scrip does not send email
In-Reply-To: <4A311775.8070600@lbl.gov>
References: <E715467A47D6E0479B59B4A238A4F6D8070384A11C@MBXCCR2.d1.bkd>
	<4A311775.8070600@lbl.gov>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D8070384A169@MBXCCR2.d1.bkd>

Hi Ken!

Yes, the ticket status got changed to "rejected".
I'll look at the rights, but that same user receives a notification email if I "take" one of his tickets, so I'm inclined to think the problem is elsewhere.

Thank you!

Bye
Cris

Da: Ken Crocker [mailto:kfcrocker at lbl.gov]
Inviato: gioved? 11 giugno 2009 16.41
A: Guadagnino Cristiano
Cc: rt-users at lists.bestpractical.com
Oggetto: Re: [rt-users] Scrip does not send email

Guadagnino,


    From what I can see, the scrip did TRY to send an Email. So the action did work. I would look at the privileges for the requestor. If RT tries to send an Email and the Requestor doesn't have the right to GET Emails, then RT won't find a recipient. I'm not sure, but I think "watch" would be a right o look at. There may be others, but look in that direction. BTW, did the ticket status get changed to "rejected"?

Kenn
LBNL

On 6/11/2009 1:44 AM, Guadagnino Cristiano wrote:
Hi all,
I am having a problem with a scrip that does not send emails as expected.

I have a queue with a mandatory custom field. If a user tries to create a ticket in that queue from the RT interface without populating the cf, RT will complain. However, if a user creates the ticket by sending an email RT will happily create it.

So I created a scrip on that queue that checks if a mandatory cf is present, and if it is - and it is not populated - it will put the ticket in status "rejected".

Settings are:

Condition: User Defined
Action: Notify Requestors
Template: Global template: Error: no mandatory CF
Stage: TransactionBatch
Custom Condition:
my $trans = $self->TransactionObj;
return 0 unless $trans->Type eq "Create";

my $ticket = $self->TicketObj;

my $CustomFields = $ticket->QueueObj->TicketCustomFields();
while (my $CustomField = $CustomFields->Next()) {
    my $nam = $CustomField->Name;
    my $typ = $CustomField->Type;
    my $vad = $CustomField->Pattern;

    $RT::Logger->info( ">  CustomField: $nam \n" );
    $RT::Logger->info( ">  CustomField: $typ \n" );
    $RT::Logger->info( ">  CustomField: $vad \n" );

    if ($vad = '(?#Mandatory)') {
        my $val = $ticket->FirstCustomFieldValue($nam);
        if ($val ne '') {
            return 0;
        } else {
            $ticket->SetStatus("rejected");
        }
    }
}

return 1;

The scrip works as expected, but it will not send the email to the requestor. In the log I see this:

49587 - Scrip 28 OnCreateCheckCF (/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Jun 11 07:53:27 2009] [info]: <rt-3.8.4-8458-1244706807-1237.3505-28-0 at Bankadati S.I.><mailto:rt-3.8.4-8458-1244706807-1237.3505-28-0 at BankadatiS.I.> No recipients found. Not sending. (/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)

I can not understand why it is saying "No recipients found". Any ideas?

TIA
Bye
Cris







________________________________






_______________________________________________

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



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

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





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From jkalizsky at mpd.gov.ar  Thu Jun 11 10:50:39 2009
From: jkalizsky at mpd.gov.ar (=?iso-8859-1?Q?Julio_Kalizsky_=28Defensor=EDa_General_de_la_Naci=F3n=29?=)
Date: Thu, 11 Jun 2009 11:50:39 -0300
Subject: [rt-users] It is posible to see custom fields in SelfService area
	for unprivileged users?
Message-ID: <DE1AD46F8C93402D8740C80CCF409624@mpd.gov.ar>

Hi All,

 

It is posible to see custom fields in SelfService area for unprivileged
users?

If yes How?

 

I was looking on the wiki and google but I could don't found the solution.

 

I trying to modify all permissions but unprivileged users never see the
custom fields.

 

I?m using RT 3.8.3

 

Please, could some body help me with a tutorial step by step?

 

Thanks in advance

 

 

Julio Kalizsky



 

 

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From cassandra at bestpractical.com  Thu Jun 11 11:10:40 2009
From: cassandra at bestpractical.com (Cassandra Phillips-Sears)
Date: Thu, 11 Jun 2009 11:10:40 -0400
Subject: [rt-users] RT 3.8.2 - Query Builder - Dashboards
In-Reply-To: <115181620906091115h67ec0b84t1fb7cdce270d56b4@mail.gmail.com>
References: <115181620906081406y517327c5lffa0dbf80442d8d8@mail.gmail.com>
	<4A2D87E2.2040808@thebunker.net>
	<0CA97ACD-1958-46A9-87E3-2B905BABEDC3@bestpractical.com>
	<115181620906091115h67ec0b84t1fb7cdce270d56b4@mail.gmail.com>
Message-ID: <A46879B0-797A-4549-B7D6-EB7670C8E837@bestpractical.com>

No problem, MarcAnthony.
--
Cassandra Phillips-Sears
cassandra at bestpractical.com

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

On Jun 9, 2009, at 2:15 PM 6/9/09, MarcAnthony Barrette wrote:

> very helpful indeed, thanks for digging up this old post
>
> MarcAnthony Barrette
> Sr. Technical Support Manager
> e. MarcAnthony.Barrette at ThePortalGrp.com
> e. MarcAnthony_Barrette at Toyota.com
> m. 415.350.1143
>
>
> On Tue, Jun 9, 2009 at 10:50 AM, Cassandra Phillips-Sears <cassandra at bestpractical.com 
> > wrote:
> On Jun 8, 2009, at 5:51 PM 6/8/09, Matthew Seaman wrote:
> > MarcAnthony Barrette wrote:
> >> <snip>
> >> Also I would like to build a dashboard for Tickets Due Today and
> >> ones for
> >> Tomorrow. W/o having to go and change the Due is before <date> each
> >> day can
> >> It auto popolate based upon today's day +1 ?
> > You can use relative terms like 'today', 'tomorrow' or '3 days ago'
> > in the
> > time fields for date based searches.  They're interpreted every time
> > the
> > search is run.  That should be sufficient for you to build your
> > dashboards.
>
> Hello, MarcAnthony. If you are trying to use relative search terms
> like Matthew described, there is a thread in the archives that might
> help you; take a look at the "Relative Dates in Search" thread here:
>
> http://lists.fsck.com/pipermail/rt-users/2009-February/thread.html
> --
> Cassandra Phillips-Sears
> Office Manager
> Best Practical Solutions, LLC
> http://www.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From kfcrocker at lbl.gov  Thu Jun 11 11:16:46 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 11 Jun 2009 08:16:46 -0700
Subject: [rt-users] R:  Scrip does not send email
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D8070384A169@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D8070384A11C@MBXCCR2.d1.bkd>
	<4A311775.8070600@lbl.gov>
	<E715467A47D6E0479B59B4A238A4F6D8070384A169@MBXCCR2.d1.bkd>
Message-ID: <4A311FDE.5000603@lbl.gov>

Guad,

    IF that person /IS/ getting other emails, is it from the same queue? 
But I think you're right. It is somewhere else, but NOT the scrip. The 
scrip is fine.

Kenn
LBNL

On 6/11/2009 7:46 AM, Guadagnino Cristiano wrote:
>
> Hi Ken!
>
>  
>
> Yes, the ticket status got changed to "rejected".
>
> I'll look at the rights, but that same user receives a notification 
> email if I "take" one of his tickets, so I'm inclined to think the 
> problem is elsewhere.
>
>  
>
> Thank you!
>
>  
>
> Bye
>
> Cris
>
>  
>
> *Da:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Inviato:* gioved? 11 giugno 2009 16.41
> *A:* Guadagnino Cristiano
> *Cc:* rt-users at lists.bestpractical.com
> *Oggetto:* Re: [rt-users] Scrip does not send email
>
>  
>
> Guadagnino,
>
>
>     From what I can see, the scrip did TRY to send an Email. So the 
> action /did/ work. I would look at the privileges for the requestor. 
> If RT tries to send an Email and the Requestor doesn't have the right 
> to GET Emails, then RT won't find a recipient. I'm not sure, but I 
> think "watch" would be a right o look at. There may be others, but 
> look in that direction. BTW, did the ticket status get changed to 
> "rejected"?
>
> Kenn
> LBNL
>
> On 6/11/2009 1:44 AM, Guadagnino Cristiano wrote:
>
> Hi all,
>
> I am having a problem with a scrip that does not send emails as expected.
>
>  
>
> I have a queue with a mandatory custom field. If a user tries to 
> create a ticket in that queue from the RT interface without populating 
> the cf, RT will complain. However, if a user creates the ticket by 
> sending an email RT will happily create it.
>
>  
>
> So I created a scrip on that queue that checks if a mandatory cf is 
> present, and if it is - and it is not populated - it will put the 
> ticket in status "rejected".
>
>  
>
> Settings are:
>
>  
>
> Condition: User Defined
>
> Action: Notify Requestors
>
> Template: Global template: Error: no mandatory CF
>
> Stage: TransactionBatch
>
> Custom Condition:
>
> my $trans = $self->TransactionObj;
>
> return 0 unless $trans->Type eq "Create";
>
>  
>
> my $ticket = $self->TicketObj;
>
>  
>
> my $CustomFields = $ticket->QueueObj->TicketCustomFields();
>
> while (my $CustomField = $CustomFields->Next()) {
>
>     my $nam = $CustomField->Name;
>
>     my $typ = $CustomField->Type;
>
>     my $vad = $CustomField->Pattern;
>
>  
>
>     $RT::Logger->info( ">  CustomField: $nam \n" );
>
>     $RT::Logger->info( ">  CustomField: $typ \n" );
>
>     $RT::Logger->info( ">  CustomField: $vad \n" );
>
>  
>
>     if ($vad = '(?#Mandatory)') {
>
>         my $val = $ticket->FirstCustomFieldValue($nam);
>
>         if ($val ne '') {
>
>             return 0;
>
>         } else {
>
>             $ticket->SetStatus("rejected");
>
>         }
>
>     }
>
> }
>
>  
>
> return 1;
>
>  
>
> The scrip works as expected, but it will not send the email to the 
> requestor. In the log I see this:
>
>  
>
> 49587 - Scrip 28 OnCreateCheckCF 
> (/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)
>
> [Thu Jun 11 07:53:27 2009] [info]: 
> <rt-3.8.4-8458-1244706807-1237.3505-28-0 at Bankadati S.I.> 
> <mailto:rt-3.8.4-8458-1244706807-1237.3505-28-0 at BankadatiS.I.> No 
> recipients found. Not sending. 
> (/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)
>
>  
>
> I can not understand why it is saying "No recipients found". Any ideas?
>
>  
>
> TIA
>
> Bye
>
> Cris
>
>  
>
>  
> ------------------------------------------------------------------------
>
>
>   
>  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>  
>  
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From cassandra at bestpractical.com  Thu Jun 11 11:14:02 2009
From: cassandra at bestpractical.com (Cassandra Phillips-Sears)
Date: Thu, 11 Jun 2009 11:14:02 -0400
Subject: [rt-users] Question on use of Category in a scrip
In-Reply-To: <5a4fb0f70906100812pdbd14e9v3c381228b061d81@mail.gmail.com>
References: <4A2E8C15.2070605@lbl.gov>
	<20090609162420.GN26770@bestpractical.com>
	<4A2EA940.5080506@lbl.gov>
	<20090609185644.GF5107@72-60-82-231.pools.spcsdns.net>
	<4A2EC233.4050203@lbl.gov>
	<5a4fb0f70906100812pdbd14e9v3c381228b061d81@mail.gmail.com>
Message-ID: <65925762-EE70-4376-8B9A-0ED8EBAD676E@bestpractical.com>

It might be good if someone could update the wiki with this code, but  
I don't think I should be the one to do it as I'm not a programmer. ;)  
I think it might be helpful for others trying to answer this question  
in the future.
--
Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com

On Jun 10, 2009, at 11:12 AM 6/10/09, R?mi wrote:

> Hi Ken,
>
> here is the code I use to do what you want (quite painful like Jesse  
> says ...)
>
> my $CustomFieldObj = RT::CustomField->new($_[0]->CurrentUser);
> $CustomFieldObj->LoadById($field);
> my $CFVs = $CustomFieldObj->Values;
> while ($CFVs and my $value = $CFVs->Next ) {
>        if ($value->Name eq $_[0]->FirstCustomFieldValue($field)){
>                    return $value->Category;
>         }
> }
>
> ($_[0] is a the Ticket object and $field is the CF id)
>
>
> R?mi
>
>
> 2009/6/9 Ken Crocker <kfcrocker at lbl.gov>
> Jesse,
>
>
>     Painful?? Please explain. I'd love to hear it.
>
> Kenn
> LBNL
>
>
> On 6/9/2009 11:56 AM, Jesse Vincent wrote:
>>
>> On Tue  9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
>>
>>> Jesse,
>>>
>>>     I was thinking that that particular command gave me the Custom  
>>> Field value
>>> only. I don't see where the "category" value for that CF can be  
>>> determined from
>>> that code.
>>>
>> Indeed. I misread your question.  Category is an attribute of the
>> CustomFieldValue, itself.   Getting at it will require some more work
>> and will be a bit painful
>>
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From ephemeric at gmail.com  Thu Jun 11 11:08:34 2009
From: ephemeric at gmail.com (Robert Gabriel)
Date: Thu, 11 Jun 2009 17:08:34 +0200
Subject: [rt-users] Organization Name Change Caused New Ticket Instead of
	Adding Correspondence
Message-ID: <f264897d0906110808p6a3d1bc8j788f0fe8663701e0@mail.gmail.com>

Hi all,

Very new with RT and already in trouble.

I upgraded from 3.4.4 to 3.8.2. Things look good.

But I foolishly made the following changes without realising the consequences:

old:
Set($rtname, 'CompanyName');
Set($Organization, 'CompanyName');

new:
Set($rtname, 'Company Name');
Set($Organization, 'Company Name');

which caused a new ticket to be created instead of adding the correspondence
to the existing ticket with the old subject header because of the now
mismatching subject header.

Please tell me I can fix this?

I've changed it back and things seem good again but how can I merge
the new tickets created
with the old ones?

Any help will be highly appreciated.

Thanks.


From ephemeric at gmail.com  Thu Jun 11 11:32:42 2009
From: ephemeric at gmail.com (Robert Gabriel)
Date: Thu, 11 Jun 2009 17:32:42 +0200
Subject: [rt-users] Organization Name Change Caused New Ticket Instead of
	Adding Correspondence
In-Reply-To: <f264897d0906110808p6a3d1bc8j788f0fe8663701e0@mail.gmail.com>
References: <f264897d0906110808p6a3d1bc8j788f0fe8663701e0@mail.gmail.com>
Message-ID: <f264897d0906110832u78709bapf9db20048a67afcd@mail.gmail.com>

Hi all,

Very new with RT and already in trouble.

I upgraded from 3.4.4 to 3.8.2. Things look good.

But I foolishly made the following changes without realising the consequences:

old:
Set($rtname, 'CompanyName');
Set($Organization, 'CompanyName');

new:
Set($rtname, 'Company Name');
Set($Organization, 'Company Name');

which caused a new ticket to be created instead of adding the correspondence
to the existing ticket with the old subject header because of the now
mismatched subject header.

Please tell me I can fix this?

I've changed it back and things seem good again but how can I merge
the new tickets created
with the old ones?

Any help will be highly appreciated.

Thanks.


From falcone at bestpractical.com  Thu Jun 11 11:28:36 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 11 Jun 2009 11:28:36 -0400
Subject: [rt-users] [Rt-announce] RTFM 2.4.2 Released
Message-ID: <20090611152836.GA15568@jibsheet.com>

We are happy to announce that RTFM 2.4.2 is now ready for download

It includes a number of bugfixes and an important compatibility fix
which you need to use RTFM with RT 3.8.3 or greater.

You can download it from:

http://download.bestpractical.com/pub/rt/release/RTFM-2.4.2.tar.gz
http://download.bestpractical.com/pub/rt/release/RTFM-2.4.2.tar.gz.sig

SHA1 sums

d96b0cd58d983098e4543143aef06b351fdd4a84  RTFM-2.4.2.tar.gz
bbdf23e5da00e6b464f15d72adfe16f43e70837b  RTFM-2.4.2.tar.gz.sig

Changelog:

BUG
===
* load TransactionCollection before calling new() on it in the upgrade scripts
* 3.8.3 starts looking for rights granted via objects other than tickets 
* float article searching to the right so it doesn't stack under GotoTicket 
* Move search headers back over to the left (ticket 13134) 
* fix acl creation on more recent Pg versions 
* Fix SQL to not find topics from Class 1 when looking for global topics 
* Wording cleanups on reply pages [sartak]
* rename schema.mysql-4.0-4.1.pl to upgrade-mysql-schema.pl
  and port improvements from RT (accessing remote hosts and
  more efficient SQL) 
* Don't look at non-RTFM Custom Fields during a search
  even if they happen to be named Class 
* Refactor plugin overriding in tests to play well with RTIR's tests
* fix an issue with 'use 5.8.3' and perl 5.10 [ian norton]

DOC
===
* better upgrade instructions for 2.0 on a new machine
* updated it.po [Nicola Murino]
* fix fr.po file to be all utf8 [elacour]
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From ktm at rice.edu  Thu Jun 11 12:02:51 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 11 Jun 2009 11:02:51 -0500
Subject: [rt-users] Scalability question - RT appropriate for
	50K+	requests per year?
In-Reply-To: <AE81EE4BD21DC646996EC0B5BAA3128003CB1D134F@RCLTEXVS06.resource.hearstcorp.com>
References: <AE81EE4BD21DC646996EC0B5BAA3128003CB1D134F@RCLTEXVS06.resource.hearstcorp.com>
Message-ID: <20090611160251.GA19003@it.is.rice.edu>

On Thu, Jun 11, 2009 at 10:16:48AM -0400, 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.
> 
> 
> Thanks for any input.
> 
> Scott
> 

Scott,

We have been using RT here for the past few years and our ticket
load is close to what you describe above. We currently have just
over 200k tickets in the system. We are currently on the initial
hardware purchase 5 years ago of 2 Dell 2650's with a internal
RAID controller to manage the disks. We purchased two to provide
a redundant environment that would allow our ticket system to
survive the failure of a complete box. On the assumption, that it
will be hard to manage repairs to critical systems without an
out-of-band trouble ticket tracking system to consolidate work.

The web frontend runs on one of the boxes and the PostgreSQL DB
runs on the other box. The DB is replicated to the frontend box
and a copy of the frontend software is available on the DB backend
to allow it to also serve as the frontend. The boxes each have
4GB of memory, 2 3.0GHz Xeon, 6 x 146GB SCSI + battery backed
NVRAM cache. This system is currently running RT 3.4.5pre1 and
PostgreSQL 8.3.5.

We are currently preparing to upgrade to RT 3.8.x with a
PostgreSQL 8.3.x backend on 2 similarly configured Dell 2950's.
My comments about the hardware are that it is easily able to
handle the number of requests that you need. I can not really
tell you how little resources you can get away with using.
Others have been using VM's to good effect. I would say that
one of the major complaints that we have had concerned the
ability to perform full-text searches within the attachments
and large custom fields. I would recommend a backend DB that
supports that functionality: Oracle and PostgreSQL.

Good luck and I hope this helps.

Regards,
Ken



From timothy-flynn at uiowa.edu  Thu Jun 11 12:15:58 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Thu, 11 Jun 2009 11:15:58 -0500
Subject: [rt-users] Size limit in RT 3.8.2 rich text editor?
Message-ID: <9E05C2058E89444585E4A672C4F68EFE02C21561@HC-MAIL13.healthcare.uiowa.edu>

I have users that type large messages and/or paste text into the RT
editor that say it is getting truncated.  Is there a size limit to the
amount of text that the rich text box can handle, or another reason why
it would truncate?  Would this pertain to some of the IE bugs that were
fixed in RT 3.8.3?

Thanks,
-Tim


From rmp.dmd1229 at gmail.com  Thu Jun 11 12:20:16 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Thu, 11 Jun 2009 12:20:16 -0400
Subject: [rt-users] help in creating Scrips
In-Reply-To: <4A30B42E.3020708@thebunker.net>
References: <61d255bb0906101413s4b6bb085oef951361dd685440@mail.gmail.com>
	<4A30B42E.3020708@thebunker.net>
Message-ID: <61d255bb0906110920k6d71e71dgbd11a5a75d8bb834@mail.gmail.com>

Thank you very Matthew for that concise response. Appreciate it!

Follow-up though or anyone who understand scrips, kindly help.

Please teach me what is OPERATOR => '=', ENTRYAGGREGATOR,
   OPERATOR value is expecting from status.

This is the line from the scrip:

$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR =>
'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');

The entire script is below.

Thank you very much!
Roehl


# 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 "General" 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 => 'General');
$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;



On Thu, Jun 11, 2009 at 3:37 AM, Matthew Seaman <
matthew.seaman at thebunker.net> wrote:

> rmp dmd wrote:
> > Thank you very much Drew. Your link definitely is a big help.
> >
> > The syntax are quite different with the programming applications that I
> am
> > familiar (very few though).  It's very hard modifying it for our specific
> > use. Is there a guide about this?
>
> These are perl regular expressions.  See
> http://perldoc.perl.org/perlre.html for details, but the following
> means...
>
> > For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on
>
> > Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ )
>
>             /   <-- start of matching operator
>               \*\*    <-- match two * characters literally.  Without
>                           the \ escape, * is an operator that means
>                           'zero or more times'
>                   PROBLEM <-- match literal text
>                           (  <-- start of capture group
>                             \w+  <-- one or more 'word' characters
>                                ) <-- close capture group
>                                  -  <-- match literal text
>                                     (.*)   <-- capture group of zero or
>                                                more of any sequence of
>                                                characters. '.' is the
>                                                wildcard character
>                                            <-- match literal ' ' char
>                                         (\w+) <-- capture group of one
>                                                   or more word chars.
>                                                 <-- another space
>                                                \*\*  <-- two more stars
>                                                    / <-- end of match
>                                                          expression
>
>  Note that all the white space in the expression also has to match
>  literally.  In summary this captures 3 strings out of the matched
>  text: the first word after '**  PROBLEM ', Everything in the middle
>  and then the last word at the end before ' **'.
>
> >
> > and *(\d\d\d\d\d\d?) on
> >
> > $subject =~ /\D*(\d\d\d\d\d\d?)\D*/)
>
>   \D is a non-digit character.  \d is a digit, so this matches any
>   number of non-digit characters \D*, then it captures 5 digits
>   \d\d\d\d\d and possibly also a 6th digit \d? (? is an operator
>   meaning 0 or 1 times) followed by any number of non-digit characters
>   \D* again.  You could write the capture expression bit as (\d{5,6})
>   meaning 'from 5 to 6 digits'
>
>        Cheers,
>
>        Matthew
>
> --
> Dr Matthew Seaman                        The Bunker, Ash Radar Station
> PGP: 0x60AE908C on servers               Marshborough Rd
> Tel: +44 1304 814890                     Sandwich
> Fax: +44 1304 814899                     Kent, CT13 0PL, UK
>
>
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From rfh at vialtus.com  Thu Jun 11 12:44:50 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 11 Jun 2009 17:44:50 +0100
Subject: [rt-users] help in creating Scrips
In-Reply-To: <61d255bb0906110920k6d71e71dgbd11a5a75d8bb834@mail.gmail.com>
References: <61d255bb0906101413s4b6bb085oef951361dd685440@mail.gmail.com>	<4A30B42E.3020708@thebunker.net>
	<61d255bb0906110920k6d71e71dgbd11a5a75d8bb834@mail.gmail.com>
Message-ID: <4A313482.6080709@vialtus.com>

Roehl;

The below:

$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 
'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');

simply means in sql terms :

Select from Tickets  where Status = 'new' OR Status = 'open'

OPERATOR => '=',  is the =
ENTRYAGGREGATOR => 'or' is the OR

However generally with Status the default ENTRYAGGREGATOR is 'OR' and 
default operator is '=' so you can re-write the above two lines as:
$search->LimitStatus(VALUE => 'new');
$search->LimitStatus(VALUE => 'open');

achieves the same query.

Roy

rmp dmd wrote:
> Thank you very Matthew for that concise response. Appreciate it!
>  
> Follow-up though or anyone who understand scrips, kindly help.
>  
> Please teach me what is OPERATOR => '=', ENTRYAGGREGATOR, 
>    OPERATOR value is expecting from status.
>  
> This is the line from the scrip:
>  
> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR 
> => 'or');
> $search->LimitStatus(VALUE => 'open', OPERATOR => '=');
>  
> The entire script is below.
>  
> Thank you very much!
> Roehl
>   
> # 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 "General" 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 => 'General');
> $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;
>   
>
>
> On Thu, Jun 11, 2009 at 3:37 AM, Matthew Seaman 
> <matthew.seaman at thebunker.net <mailto:matthew.seaman at thebunker.net>> 
> wrote:
>
>     rmp dmd wrote:
>     > Thank you very much Drew. Your link definitely is a big help.
>     >
>     > The syntax are quite different with the programming applications
>     that I am
>     > familiar (very few though).  It's very hard modifying it for our
>     specific
>     > use. Is there a guide about this?
>
>     These are perl regular expressions.  See
>     http://perldoc.perl.org/perlre.html for details, but the following
>     means...
>
>     > For starters, someone kindly teach me the meaning of \w+) - (.*)
>     (\w+) on
>
>     > Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ )
>
>                 /   <-- start of matching operator
>                   \*\*    <-- match two * characters literally.  Without
>                               the \ escape, * is an operator that means
>                               'zero or more times'
>                       PROBLEM <-- match literal text
>                               (  <-- start of capture group
>                                 \w+  <-- one or more 'word' characters
>                                    ) <-- close capture group
>                                      -  <-- match literal text
>                                         (.*)   <-- capture group of
>     zero or
>                                                    more of any sequence of
>                                                    characters. '.' is the
>                                                    wildcard character
>                                                <-- match literal ' ' char
>                                             (\w+) <-- capture group of one
>                                                       or more word chars.
>                                                     <-- another space
>                                                    \*\*  <-- two more
>     stars
>                                                        / <-- end of match
>                                                              expression
>
>      Note that all the white space in the expression also has to match
>      literally.  In summary this captures 3 strings out of the matched
>      text: the first word after '**  PROBLEM ', Everything in the middle
>      and then the last word at the end before ' **'.
>
>     >
>     > and *(\d\d\d\d\d\d?) on
>     >
>     > $subject =~ /\D*(\d\d\d\d\d\d?)\D*/)
>
>       \D is a non-digit character.  \d is a digit, so this matches any
>       number of non-digit characters \D*, then it captures 5 digits
>       \d\d\d\d\d and possibly also a 6th digit \d? (? is an operator
>       meaning 0 or 1 times) followed by any number of non-digit characters
>       \D* again.  You could write the capture expression bit as (\d{5,6})
>       meaning 'from 5 to 6 digits'
>
>            Cheers,
>
>            Matthew
>
>     --
>     Dr Matthew Seaman                        The Bunker, Ash Radar Station
>     PGP: 0x60AE908C on servers               Marshborough Rd
>     Tel: +44 1304 814890                     Sandwich
>     Fax: +44 1304 814899                     Kent, CT13 0PL, UK
>
>


From Hossein.Rafighi at triumf.ca  Thu Jun 11 13:50:49 2009
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 11 Jun 2009 10:50:49 -0700
Subject: [rt-users] SITE_CONFIG_FILE
In-Reply-To: <4A313482.6080709@vialtus.com>
References: <61d255bb0906101413s4b6bb085oef951361dd685440@mail.gmail.com>	<4A30B42E.3020708@thebunker.net>	<61d255bb0906110920k6d71e71dgbd11a5a75d8bb834@mail.gmail.com>
	<4A313482.6080709@vialtus.com>
Message-ID: <4A3143F9.8070201@triumf.ca>

Hi,
 
Is there a way to override the SITE_CONFIG_FILE location? It seems no 
matter what argument I put in configure to change the location of 
RT_SiteConfig.pm it still says: 
SITE_CONFIG_FILE=$(CONFIG_FILE_PATH)/RT_SiteConfig.pm in Makefile. I 
need to change this to /etc/RT_SiteConfig.pm. Any Ideas?


Cheers,
Hossein Rafighi



From gravyface at gmail.com  Thu Jun 11 14:08:23 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 11 Jun 2009 14:08:23 -0400
Subject: [rt-users]  logging in scrip conditions?
Message-ID: <19fa96670906111108n5fe93f45q5caa27e30d3aa270@mail.gmail.com>

Have a scrip that's not firing for some reason.  Want to write to the
rt.log with some debug info, but the Logger doesn't seem to be
accessible from the scrip conditions.  Of course, my Perl-fu is pretty
abyssmal.  This possible?


From kfcrocker at lbl.gov  Thu Jun 11 14:39:51 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 11 Jun 2009 11:39:51 -0700
Subject: [rt-users] logging in scrip conditions?
In-Reply-To: <19fa96670906111108n5fe93f45q5caa27e30d3aa270@mail.gmail.com>
References: <19fa96670906111108n5fe93f45q5caa27e30d3aa270@mail.gmail.com>
Message-ID: <4A314F77.8000003@lbl.gov>

GravyFace,

    I usually do this in my Dev environment where I first change the 
RT_SiteConfig.pm file to turn on logging:
    *
    "Set($DevelMode, '1');". *This is OFF in production as it would make 
everything run REALLY slow.

     Then I insert the following code whereever I want to display 
something in the log:

      $RT::Logger->info("Resolution Type  NOT SET!");

    That should do it. Hope this helps.

Kenn
LBNL

On 6/11/2009 11:08 AM, GravyFace wrote:
> Have a scrip that's not firing for some reason.  Want to write to the
> rt.log with some debug info, but the Logger doesn't seem to be
> accessible from the scrip conditions.  Of course, my Perl-fu is pretty
> abyssmal.  This possible?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
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From gravyface at gmail.com  Thu Jun 11 14:46:07 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 11 Jun 2009 14:46:07 -0400
Subject: [rt-users] logging in scrip conditions?
In-Reply-To: <4A314F77.8000003@lbl.gov>
References: <19fa96670906111108n5fe93f45q5caa27e30d3aa270@mail.gmail.com>
	<4A314F77.8000003@lbl.gov>
Message-ID: <19fa96670906111146w26dd8d0emad160db005da19f0@mail.gmail.com>

Ah.  Forgot to enable logging; thanks Ken.

On Thu, Jun 11, 2009 at 2:39 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
> GravyFace,
>
> ??? I usually do this in my Dev environment where I first change the
> RT_SiteConfig.pm file to turn on logging:
>
> ??? "Set($DevelMode, '1');". This is OFF in production as it would make
> everything run REALLY slow.
>
> ???? Then I insert the following code whereever I want to display something
> in the log:
>
> ????? $RT::Logger->info("Resolution Type? NOT SET!");
>
> ??? That should do it. Hope this helps.
>
> Kenn
> LBNL
>
> On 6/11/2009 11:08 AM, GravyFace wrote:
>
> Have a scrip that's not firing for some reason.  Want to write to the
> rt.log with some debug info, but the Logger doesn't seem to be
> accessible from the scrip conditions.  Of course, my Perl-fu is pretty
> abyssmal.  This possible?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 samir.marhoum at gmail.com  Thu Jun 11 15:02:46 2009
From: samir.marhoum at gmail.com (samir marhoum)
Date: Thu, 11 Jun 2009 20:02:46 +0100
Subject: [rt-users] Large attachments - how to warn user before dropped
Message-ID: <378a2ec80906111202v5214f08ds4a90ed857a8ba331@mail.gmail.com>

Hi,

I need the changes made to Create.html to notify users that the attachment
has not been added because it exceeds the Max size.

Thanks in advance.

For the Update.html, I used the code from Eric Shultz and it works fine.

My RT version is 3.8.1

Best regards.
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From mfinn at nbutexas.com  Thu Jun 11 15:23:25 2009
From: mfinn at nbutexas.com (Michael Finn)
Date: Thu, 11 Jun 2009 14:23:25 -0500
Subject: [rt-users] Size limit in RT 3.8.2 rich text editor?
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE02C21561@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE02C21561@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <E78D127B0AD8EC449ED416A5F8EE24C20B8C03@SPARKY.nbutexas.com>

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Thursday, June 11, 2009 11:16 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Size limit in RT 3.8.2 rich text editor?

I have users that type large messages and/or paste text into the RT
editor that say it is getting truncated.  Is there a size limit to the
amount of text that the rich text box can handle, or another reason why
it would truncate?  Would this pertain to some of the IE bugs that were
fixed in RT 3.8.3?

Thanks,
-Tim
-----End Original Message-----

Tim,
I had the IE problems (in fact, I'm upgrading from 3.8.2 to 3.8.4 as I
type this), but I also had issues if I pasted text from Word or Outlook
into the rich-text editor without using the "Paste from Word" or "Paste
as plain text" tool button.  A straight Ctrl-V pastes a *ton* of
M$-specific XHTML tags, making the result "too large or is not plain
text".

HTH,
Mike



From Dominic.Lepiane at ptgrey.com  Thu Jun 11 15:44:59 2009
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Thu, 11 Jun 2009 12:44:59 -0700
Subject: [rt-users] Email copies of replies to senders
Message-ID: <4A315EBB.2090007@ptgrey.com>

Hi rt-users,

I'm not sure where to look for this and I couldn't find where in the
config or preferences this can be done, but is is possible to have
replies sent to the replying person?  So if I reply to a ticket, I would
get a copy of my own reply as well as the other people?

Thanks,
- Dominic



From rmp.dmd1229 at gmail.com  Thu Jun 11 15:44:05 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Thu, 11 Jun 2009 15:44:05 -0400
Subject: [rt-users] help in creating Scrips
Message-ID: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>

Thank you very much Raed.

This problem explains while I merging the newly created tickets to a ticket
with status 'new'  on the top of the list.

I need to merge new ticket to an existing ticket with subject matching **
PROBLEM - any words - CRITICAL ** .

1st request, this is a match: #2316: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **

The existing ticket has an ID: 2312 with Subject: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **

I will merge ticket 2316 and 2317 with 2312.

Somehow this merge to a ticket DRP with ID 720.  This is ticket is on the
top of IT queue list

223 Centralize Sever login   open IT
668 test on Saturn             open  IT
720 DRP                           new  IT
745 Backup - all corporate  open  IT
873 Image Ken Gen           open  IT
1135 DSS-3 tapes             new  IT

Below is the script.  I hope somebody can help.

Thanks!
Roehl

my $oa = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
#$RT::Logger->debug("Found oa: $oa");
}
else { return 1; }

my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => 'IT');
$TicketsObj->LimitStatus(VALUE => 'new');
$TicketsObj->LimitStatus(VALUE => 'open');


if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}
$id || return 1;
$RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id
because of OA number match.");
$self->TicketObj->MergeInto($id);
1;
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From rmp.dmd1229 at gmail.com  Thu Jun 11 16:59:59 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Thu, 11 Jun 2009 16:59:59 -0400
Subject: [rt-users] ticket creation based on subject
Message-ID: <61d255bb0906111359u3320484dt5215e1c8988aaf1e@mail.gmail.com>

Hi,

I'm sending a lot of questions and been getting substantial and concise
responses.  This mailing lists is the best on all the mailing list. members
provided the answer accurately and extensively. Thanks very much guys!

Anyway, I have another question.

Is there a way or an exisiting scrip to filter subject with ** RECOVERY and
alert and  OK ** , then do not create a ticket but just send email to
AdminCC.  Yes, the request email is coming from Nagios alerts.


Thanks for the great help!
Roehl
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From jwinder at logicalsi.com  Thu Jun 11 17:51:32 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Thu, 11 Jun 2009 17:51:32 -0400
Subject: [rt-users] ticket creation based on subject
In-Reply-To: <61d255bb0906111359u3320484dt5215e1c8988aaf1e@mail.gmail.com>
References: <61d255bb0906111359u3320484dt5215e1c8988aaf1e@mail.gmail.com>
Message-ID: <1244757092.29154.330.camel@jwinder-workstation>

I have also found this mailing list extremely helpful, and finally
someone asked a question I can help with.

On the wiki there is a
scrip,http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages
, that will merge the Problem and Recovery notices then automatically
close the ticket. If you don't want the ticket to be automatically
closed, you can replace the second to last line,
$self->TicketObj->SetStatus( "resolved" ); with the action you do want
to happen.

Hope this helps,

Jeremy


On Thu, 2009-06-11 at 16:59 -0400, rmp dmd wrote:
> Hi, 
>  
> I'm sending a lot of questions and been getting substantial and
> concise responses.  This mailing lists is the best on all the mailing
> list. members provided the answer accurately and extensively. Thanks
> very much guys! 
>  
> Anyway, I have another question. 
>  
> Is there a way or an exisiting scrip to filter subject with **
> RECOVERY and alert and  OK ** , then do not create a ticket but just
> send email to AdminCC.  Yes, the request email is coming from Nagios
> alerts. 
>  
>  
> Thanks for the great help!
> 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



From kfcrocker at lbl.gov  Thu Jun 11 18:39:28 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 11 Jun 2009 15:39:28 -0700
Subject: [rt-users] Email copies of replies to senders
In-Reply-To: <4A315EBB.2090007@ptgrey.com>
References: <4A315EBB.2090007@ptgrey.com>
Message-ID: <4A3187A0.1060700@lbl.gov>

Dominic,

    RT doesn't normally notify the initiator of a transaction, as it 
would be redundant (plus there is a record of the reply in the ticket 
history). However, if that is what you want, you need to turn on the 
"Notify Actor setting in your RT_SiteConfig.pm file located at 
$RTHOME/etc. Hope this helps.

Kenn
LBNL

On 6/11/2009 12:44 PM, Dominic Lepiane wrote:
> Hi rt-users,
>
> I'm not sure where to look for this and I couldn't find where in the
> config or preferences this can be done, but is is possible to have
> replies sent to the replying person?  So if I reply to a ticket, I would
> get a copy of my own reply as well as the other people?
>
> Thanks,
> - Dominic
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From gravyface at gmail.com  Thu Jun 11 21:30:30 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 11 Jun 2009 21:30:30 -0400
Subject: [rt-users]  saved searches via email?
Message-ID: <19fa96670906111830t6aa7155erf11db98a18da9918@mail.gmail.com>

Haven't seen anything like this in the wiki, but a useful feature for
our mobile guys would be to setup a search@ action/alias in the
rt-mailgate that would parse, query, and respond via email with saved
searches.  One example I can think of off the bat would be the
dashboard's "My Top 10 Highest Priority Tickets" which would send
essentially the same summary data as an email to the technician.

Anyone done anything like this?  Anyone extended the rt-mailgate to
add custom alias/actions before?


From gravyface at gmail.com  Thu Jun 11 21:30:30 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 11 Jun 2009 21:30:30 -0400
Subject: [rt-users]  saved searches via email?
Message-ID: <19fa96670906111830t6aa7155erf11db98a18da9918@mail.gmail.com>

Haven't seen anything like this in the wiki, but a useful feature for
our mobile guys would be to setup a search@ action/alias in the
rt-mailgate that would parse, query, and respond via email with saved
searches.  One example I can think of off the bat would be the
dashboard's "My Top 10 Highest Priority Tickets" which would send
essentially the same summary data as an email to the technician.

Anyone done anything like this?  Anyone extended the rt-mailgate to
add custom alias/actions before?


From rmp.dmd1229 at gmail.com  Thu Jun 11 21:45:42 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Thu, 11 Jun 2009 21:45:42 -0400
Subject: [rt-users] ticket creation based on subject
In-Reply-To: <1244757092.29154.330.camel@jwinder-workstation>
References: <61d255bb0906111359u3320484dt5215e1c8988aaf1e@mail.gmail.com>
	<1244757092.29154.330.camel@jwinder-workstation>
Message-ID: <61d255bb0906111845o4e503b0aqac8bd57a228ebbf8@mail.gmail.com>

Thank you very much jeremy. It is a big help.

someone kindly show me the syntax for:
- ignoring the request (basically do nothing)
- send or forward the message to AdminCC

thanks!

On Thu, Jun 11, 2009 at 5:51 PM, Jeremy Winder <jwinder at logicalsi.com>wrote:

> I have also found this mailing list extremely helpful, and finally
> someone asked a question I can help with.
>
> On the wiki there is a
> scrip,http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages
> , that will merge the Problem and Recovery notices then automatically
> close the ticket. If you don't want the ticket to be automatically
> closed, you can replace the second to last line,
> $self->TicketObj->SetStatus( "resolved" ); with the action you do want
> to happen.
>
> Hope this helps,
>
> Jeremy
>
>
> On Thu, 2009-06-11 at 16:59 -0400, rmp dmd wrote:
> > Hi,
> >
> > I'm sending a lot of questions and been getting substantial and
> > concise responses.  This mailing lists is the best on all the mailing
> > list. members provided the answer accurately and extensively. Thanks
> > very much guys!
> >
> > Anyway, I have another question.
> >
> > Is there a way or an exisiting scrip to filter subject with **
> > RECOVERY and alert and  OK ** , then do not create a ticket but just
> > send email to AdminCC.  Yes, the request email is coming from Nagios
> > alerts.
> >
> >
> > Thanks for the great help!
> > 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
>
>
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From slander at hearstsc.com  Thu Jun 11 21:44:02 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Thu, 11 Jun 2009 21:44:02 -0400
Subject: [rt-users] External requester can't see own tickets
Message-ID: <AE81EE4BD21DC646996EC0B5BAA3128003CB1D16E0@RCLTEXVS06.resource.hearstcorp.com>

>From the self-service page.   This is a global issue.
My users are authenticated via ldap.
The initial page shows "Open Tickets", "Closed Tickets" and "New Ticket" on the left side.

Clicking either Open or Closed Tickets does not return anything.     <--- This is the issue I hope to fix


Goto ticket works fine.

This is RT 3.8.3

I see this problem in forums from awhile back (years), but couldn't find a solution.   I have played with both global roles and groups (gave all rights to all roles and all groups) without success.  (This is a test system, not production!)

Maybe this is the way it is supposed to be?  But, if so, what are those buttons for?

Any suggestions?

------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message.
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From slander at hearstsc.com  Thu Jun 11 23:32:00 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Thu, 11 Jun 2009 23:32:00 -0400
Subject: [rt-users] Update: External requester can't see own tickets
In-Reply-To: <AE81EE4BD21DC646996EC0B5BAA3128003CB1D16E0@RCLTEXVS06.resource.hearstcorp.com>
Message-ID: <AE81EE4BD21DC646996EC0B5BAA3128003CB1D16E2@RCLTEXVS06.resource.hearstcorp.com>

On more thought - maybe the problem is that my ldap authentication isn't actually working as I expected.

I was using my own account (slander) to login via ldap, and the login works.   But - I had the admin account email set as my email.   So, when I created a ticket using my email as the requester name, it was actually owned by the root account.

I changed the email of the root account, and attempted to create another ticket from my own (ldap) account, and now I get:

Could not find or create that user

The ticket is created, but the requestor field is empty.   History shows "slander - created ticket".

Anyone have any pointers?







________________________________


>From the self-service page.   This is a global issue.
My users are authenticated via ldap.
The initial page shows "Open Tickets", "Closed Tickets" and "New Ticket" on the left side.

Clicking either Open or Closed Tickets does not return anything.     <--- This is the issue I hope to fix


Goto ticket works fine.

This is RT 3.8.3

I see this problem in forums from awhile back (years), but couldn't find a solution.   I have played with both global roles and groups (gave all rights to all roles and all groups) without success.  (This is a test system, not production!)

Maybe this is the way it is supposed to be?  But, if so, what are those buttons for?

Any suggestions?



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From JoopvandeWege at mococo.nl  Fri Jun 12 04:29:51 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Fri, 12 Jun 2009 10:29:51 +0200
Subject: [rt-users] Take notice: RT-3.x.x and DBD::Oracle-1.23
Message-ID: <4A3211FF.8030503@mococo.nl>

Hello,

I'm currently migrating a couple of servers from Ubuntu to Centos and 
just finished installing rt-3.8.4 and came across a nasty surprise.
make fixdeps installs DBD::Oracle-1.23 but then make initdb has a 
problem inserting the system accounts into the Users table.
The error is an ORA-04043: object Users does not exist
The table does exist, as are the other tables, but the insert fails. A 
little googling got me a hit on a Russian site (Ruslan) which led me to 
install DBD::Oracle-1.22 and then retry the make initdb, after dropping 
it first of course. That did the trick, no problems during inserts anymore.

Normally I would create the user myself and/or do a schema import from 
production and probably be very surprised that somethings didn't work 
anymore through the webgui.

Maybe this should be added to the docs until DBD::Oracle is fixed or 
else the version required should be 1.22 instead of 1.23

Regards,

Joop



From bashir.jahed at nha.co.za  Fri Jun 12 04:57:43 2009
From: bashir.jahed at nha.co.za (Bashir Jahed)
Date: Fri, 12 Jun 2009 10:57:43 +0200
Subject: [rt-users] enable ability to forward tickets
Message-ID: <03D0CD3BAC1F2949B639858D2686296E026ADCF7@musca.ctn.nha.co.za>

Hi Guys,

 

I am trying to enable the forward option on tickets, it is available on
one of our rt systems but not the other. It appears with the reply /
comment options above the ticket  body.

 

Thanks

Bashir

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From JoopvandeWege at mococo.nl  Fri Jun 12 08:53:24 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Fri, 12 Jun 2009 14:53:24 +0200
Subject: [rt-users] Oracle and accented characters
Message-ID: <4A324FC4.6030400@mococo.nl>

All,

I just amended the Wiki (OracleSetup) with the following (last part):
I did try with the defaults but that resulted in ?? instead of a 
accented character. Modifying directly in the database using sqlplus 
went OK but in the webinterface those accented characters went back to 
??. So the problem was with Apache<->database
Setting various NLS_LANG parameters and restarting Apache resulted in 
accented characters when the third parameter matched with the database 
characterset. Other combinations should work too as long as the database 
is a superset of the clientside.
Setting the clientside (apache) to the same as the database is the 
easiest way, certainly when both apache and the database are on the same 
server.

Regards,

Joop

====


    Encoding problem with mod_perl2

(for RedHat <http://wiki.bestpractical.com/view/RedHat> El5, it can be 
added to /etc/sysconfig/httpd which is sourced by /etc/init.d/httpd)

 (remark: that didn't work for me, it does when set to 
AMERICAN_AMERICA.WE8MSWIN1252 which is also my database charset!, see 
also: 
http://www.oracle.com/technology/tech/globalization/htdocs/nls_lang%20faq.htm) 



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From rmp.dmd1229 at gmail.com  Fri Jun 12 08:58:02 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Fri, 12 Jun 2009 08:58:02 -0400
Subject: [rt-users] help in creating Scrips
In-Reply-To: <61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>
References: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>
	<61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>
Message-ID: <61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>

>
> I changed this
>
>  $TicketsObj->LimitStatus(VALUE => 'new');
> $TicketsObj->LimitStatus(VALUE => 'open');
>
> to:
>
> $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=',
> VALUE => $oa);
>
> but I'm getting error
>
> Jun 11 22:13:13 data1 RT: Query error in << (  'CF.' = 'alert'  ) AND (
> 'Queue' = 'IT'  ) >>: Unknown field: CF. at
> /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308.  Stack:
> [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
> [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
> [/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
> [/opt/rt3/lib/RT/Tickets_Overlay.pm:2314]   [(eval 4308):24]
> [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
> [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
> [/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
> [/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
> [/opt/rt3/lib/RT/Record.pm:1438]   [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
> [/opt/rt3/lib/RT/Interface/Email.pm:765]
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
> (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
>
>
> 'm guessing, this is because I do not a CustomField. I attached our RT
> interface. Anybody kindly help, identify the problem.
>
>

My RT interface shows some of this information:


 #2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
*Ticket metadata*
    The Basics:
      Id: 2345
     Status: new
     Left: 0 min
     Priority: 60/0
     Queue: IT
   Custom Fields:
      Machine Name: No Value
      Customer: No Value
  People:
      Owner: Nobody
      Requestors: rmp.dmd1229 at gmail.com




>  Thanks!
> Roehl
>


>
>   On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:
>
>> Thank you very much Raed.
>>
>> This problem explains while I merging the newly created tickets to a
>> ticket with status 'new'  on the top of the list.
>>
>> I need to merge new ticket to an existing ticket with subject matching **
>> PROBLEM - any words - CRITICAL ** .
>>
>> 1st request, this is a match: #2316: ** PROBLEM alert - Echo
>> PC02/check_usa is CRITICAL **
>> 2nd request, this is a match: #2317: ** PROBLEM alert - Echo
>> PC02/check_usa is CRITICAL **
>>
>> The existing ticket has an ID: 2312 with Subject: ** PROBLEM alert - Echo
>> PC02/check_usa is CRITICAL **
>>
>> I will merge ticket 2316 and 2317 with 2312.
>>
>> Somehow this merge to a ticket DRP with ID 720.  This is ticket is on the
>> top of IT queue list
>>
>> 223 Centralize Sever login   open IT
>> 668 test on Saturn             open  IT
>> 720 DRP                           new  IT
>> 745 Backup - all corporate  open  IT
>> 873 Image Ken Gen           open  IT
>> 1135 DSS-3 tapes             new  IT
>>
>> Below is the script.  I hope somebody can help.
>>
>> Thanks!
>> Roehl
>>
>> my $oa = undef;
>>  my $Transaction = $self->TransactionObj;
>> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
>> if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
>> $oa = $1;
>> #$RT::Logger->debug("Found oa: $oa");
>> }
>> else { return 1; }
>>
>> my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>> $TicketsObj->LimitQueue(VALUE => 'IT');
>> $TicketsObj->LimitStatus(VALUE => 'new');
>> $TicketsObj->LimitStatus(VALUE => 'open');
>>
>>
>> if ($TicketsObj->Count == 0) { return 1; }
>> my $id = undef;
>> while (my $ticket = $TicketsObj->Next) {
>> next if $self->TicketObj->Id == $ticket->Id;
>> $id = $ticket->Id;
>> last;
>> }
>> $id || return 1;
>>  $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id
>> because of OA number match.");
>> $self->TicketObj->MergeInto($id);
>> 1;
>>
>
>
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From rfh at vialtus.com  Fri Jun 12 09:33:10 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 12 Jun 2009 14:33:10 +0100
Subject: [rt-users] help in creating Scrips
In-Reply-To: <61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>
References: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>	<61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>
	<61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>
Message-ID: <4A325916.6080406@vialtus.com>

You answered you are own question , yes you are getting the error 
because you do not have the custom field
Create the custom field and apply it to all queues (unless the scrip 
below is not a global scrip -- but I doubt that--)

Can you explain what you are trying to do, maybe we can help you, I am 
not sure you need to search on custom fields (considering they don't 
exist to begin with)

Roy

rmp dmd wrote:
>
>     I changed this
>      
>     $TicketsObj->LimitStatus(VALUE => 'new');
>     $TicketsObj->LimitStatus(VALUE => 'open');
>      
>     to:
>      
>     $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR
>     => '=', VALUE => $oa);
>      
>     but I'm getting error
>      
>     Jun 11 22:13:13 data1 RT: Query error in << (  'CF.' = 'alert'  )
>     AND (  'Queue' = 'IT'  ) >>: Unknown field: CF. at
>     /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308.  Stack:  
>     [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]  
>     [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]  
>     [/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]  
>     [/opt/rt3/lib/RT/Tickets_Overlay.pm:2314]   [(eval 4308):24]  
>     [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]  
>     [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]  
>     [/opt/rt3/lib/RT/Scrips_Overlay.pm:192]  
>     [/opt/rt3/lib/RT/Transaction_Overlay.pm:170]  
>     [/opt/rt3/lib/RT/Record.pm:1438]  
>     [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]  
>     [/opt/rt3/lib/RT/Interface/Email.pm:765]  
>     [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] 
>     (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
>      
>      
>     'm guessing, this is because I do not a CustomField. I attached
>     our RT interface. Anybody kindly help, identify the problem.
>      
>
>  
> My RT interface shows some of this information:
>  
>  
>  #2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
> *Ticket metadata*
>     The Basics:
>       Id: 2345
>      Status: new
>      Left: 0 min
>      Priority: 60/0
>      Queue: IT
>    Custom Fields:
>       Machine Name: No Value
>       Customer: No Value
>   People:
>       Owner: Nobody
>       Requestors: rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>
>  
>  
>  
>
>     Thanks!
>     Roehl
>
>  
>
>
>     On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd <rmp.dmd1229 at gmail.com
>     <mailto:rmp.dmd1229 at gmail.com>> wrote:
>
>         Thank you very much Raed.
>          
>         This problem explains while I merging the newly created
>         tickets to a ticket with status 'new'  on the top of the list.
>          
>         I need to merge new ticket to an existing ticket with subject
>         matching ** PROBLEM - any words - CRITICAL ** .
>          
>         1st request, this is a match: #2316: ** PROBLEM alert - Echo
>         PC02/check_usa is CRITICAL **
>         2nd request, this is a match: #2317: ** PROBLEM alert - Echo
>         PC02/check_usa is CRITICAL ** 
>          
>         The existing ticket has an ID: 2312 with Subject: ** PROBLEM
>         alert - Echo PC02/check_usa is CRITICAL ** 
>          
>         I will merge ticket 2316 and 2317 with 2312.
>          
>         Somehow this merge to a ticket DRP with ID 720.  This is
>         ticket is on the top of IT queue list
>          
>         223 Centralize Sever login   open IT
>         668 test on Saturn             open  IT
>         720 DRP                           new  IT
>         745 Backup - all corporate  open  IT
>         873 Image Ken Gen           open  IT
>         1135 DSS-3 tapes             new  IT
>          
>         Below is the script.  I hope somebody can help.
>          
>         Thanks!
>         Roehl
>          
>         my $oa = undef;
>         my $Transaction = $self->TransactionObj;
>         my $subject =
>         $Transaction->Attachments->First->GetHeader('Subject');
>         if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
>         $oa = $1;
>         #$RT::Logger->debug("Found oa: $oa");
>         }
>         else { return 1; }
>
>         my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>         $TicketsObj->LimitQueue(VALUE => 'IT');
>         $TicketsObj->LimitStatus(VALUE => 'new');
>         $TicketsObj->LimitStatus(VALUE => 'open');
>          
>          
>         if ($TicketsObj->Count == 0) { return 1; }
>         my $id = undef;
>         while (my $ticket = $TicketsObj->Next) {
>         next if $self->TicketObj->Id == $ticket->Id;
>         $id = $ticket->Id;
>         last;
>         }
>         $id || return 1;
>         $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id .
>         " into $id because of OA number match.");
>         $self->TicketObj->MergeInto($id);
>         1;
>
>
>


From rmp.dmd1229 at gmail.com  Fri Jun 12 10:06:53 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Fri, 12 Jun 2009 10:06:53 -0400
Subject: [rt-users] help in creating Scrips
In-Reply-To: <4A325916.6080406@vialtus.com>
References: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>
	<61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>
	<61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>
	<4A325916.6080406@vialtus.com>
Message-ID: <61d255bb0906120706t1929fbadpf98f161d3649cfac@mail.gmail.com>

I just want to merge new tickets with existing tickets with matching subject
line.

I have been provided with the script below. But getting errors on this line
cause the Custom field is not present.

error $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR =>
'=', VALUE => $oa);

I need to get the ID of the existing ticket and merge the new ticket with
this ID.

The scrip also has $RT::Logger->debug but I can not see anything on
/opt/rt3/var/log/rt.log.  I only see errors on /var/log/messages

I already add on /opt/rt3/etc/RT_SiteConfig.pm

Set($LogToFileNamed , "rt.log");
Set($LogToFile      , 'debug');

and set permissions for the file:
touch /opt/rt3/var/log/rt.log
chown apache:apache /opt/rt3/var/log/rt.log
Viewing the debug logs will surely help.

Thanks for all the help
Roehl

# from http://archives.free.net.ph/message/20040319.180325.27528377.en.html
#
# If the subject of the ticket matches a pattern suggesting
# that an OA request number is in the subject AND there is
# an existing ticket is the OAReq queue with a matching
# status field, (that is not this ticket)
# merge this ticket into that ticket
my $oa = undef;
my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
$RT::Logger->debug("Found oa: $oa");
}
else { return 1; }

my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => 'IT');
$TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=',
VALUE => $oa);
if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
next if $self->TicketObj->Id == $ticket->Id;
$id = $ticket->Id;
last;
}
$id || return 1;
$RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id
because of OA number match.");
$self->TicketObj->MergeInto($id);
1;




On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames <rfh at vialtus.com> wrote:

> You answered you are own question , yes you are getting the error because
> you do not have the custom field
> Create the custom field and apply it to all queues (unless the scrip below
> is not a global scrip -- but I doubt that--)
>
> Can you explain what you are trying to do, maybe we can help you, I am not
> sure you need to search on custom fields (considering they don't exist to
> begin with)
>
> Roy
>
> rmp dmd wrote:
>
>>
>>    I changed this
>>        $TicketsObj->LimitStatus(VALUE => 'new');
>>    $TicketsObj->LimitStatus(VALUE => 'open');
>>        to:
>>        $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR
>>    => '=', VALUE => $oa);
>>        but I'm getting error
>>        Jun 11 22:13:13 data1 RT: Query error in << (  'CF.' = 'alert'  )
>>    AND (  'Queue' = 'IT'  ) >>: Unknown field: CF. at
>>    /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308.  Stack:
>>  [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
>>  [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
>>  [/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
>>  [/opt/rt3/lib/RT/Tickets_Overlay.pm:2314]   [(eval 4308):24]
>>  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
>>  [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
>>  [/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
>>  [/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
>>  [/opt/rt3/lib/RT/Record.pm:1438]
>>  [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
>>  [/opt/rt3/lib/RT/Interface/Email.pm:765]
>>  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
>>  (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
>>            'm guessing, this is because I do not a CustomField. I attached
>>    our RT interface. Anybody kindly help, identify the problem.
>>
>>  My RT interface shows some of this information:
>>    #2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
>> *Ticket metadata*
>>    The Basics:
>>      Id: 2345
>>     Status: new
>>     Left: 0 min
>>     Priority: 60/0
>>     Queue: IT
>>   Custom Fields:
>>      Machine Name: No Value
>>      Customer: No Value
>>  People:
>>      Owner: Nobody
>>      Requestors: rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>
>>
>>    Thanks!
>>    Roehl
>>
>>
>>
>>    On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd <rmp.dmd1229 at gmail.com
>>     <mailto:rmp.dmd1229 at gmail.com>> wrote:
>>
>>        Thank you very much Raed.
>>                This problem explains while I merging the newly created
>>        tickets to a ticket with status 'new'  on the top of the list.
>>                I need to merge new ticket to an existing ticket with
>> subject
>>        matching ** PROBLEM - any words - CRITICAL ** .
>>                1st request, this is a match: #2316: ** PROBLEM alert -
>> Echo
>>        PC02/check_usa is CRITICAL **
>>        2nd request, this is a match: #2317: ** PROBLEM alert - Echo
>>        PC02/check_usa is CRITICAL **                The existing ticket
>> has an ID: 2312 with Subject: ** PROBLEM
>>        alert - Echo PC02/check_usa is CRITICAL **                I will
>> merge ticket 2316 and 2317 with 2312.
>>                Somehow this merge to a ticket DRP with ID 720.  This is
>>        ticket is on the top of IT queue list
>>                223 Centralize Sever login   open IT
>>        668 test on Saturn             open  IT
>>        720 DRP                           new  IT
>>        745 Backup - all corporate  open  IT
>>        873 Image Ken Gen           open  IT
>>        1135 DSS-3 tapes             new  IT
>>                Below is the script.  I hope somebody can help.
>>                Thanks!
>>        Roehl
>>                my $oa = undef;
>>        my $Transaction = $self->TransactionObj;
>>        my $subject =
>>        $Transaction->Attachments->First->GetHeader('Subject');
>>        if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
>>        $oa = $1;
>>        #$RT::Logger->debug("Found oa: $oa");
>>        }
>>        else { return 1; }
>>
>>        my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>>        $TicketsObj->LimitQueue(VALUE => 'IT');
>>        $TicketsObj->LimitStatus(VALUE => 'new');
>>        $TicketsObj->LimitStatus(VALUE => 'open');
>>                        if ($TicketsObj->Count == 0) { return 1; }
>>        my $id = undef;
>>        while (my $ticket = $TicketsObj->Next) {
>>        next if $self->TicketObj->Id == $ticket->Id;
>>        $id = $ticket->Id;
>>        last;
>>        }
>>        $id || return 1;
>>        $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id .
>>        " into $id because of OA number match.");
>>        $self->TicketObj->MergeInto($id);
>>        1;
>>
>>
>>
>>
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From rfh at vialtus.com  Fri Jun 12 10:31:53 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 12 Jun 2009 15:31:53 +0100
Subject: [rt-users] help in creating Scrips
In-Reply-To: <61d255bb0906120706t1929fbadpf98f161d3649cfac@mail.gmail.com>
References: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>	
	<61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>	
	<61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>	
	<4A325916.6080406@vialtus.com>
	<61d255bb0906120706t1929fbadpf98f161d3649cfac@mail.gmail.com>
Message-ID: <4A3266D9.8030709@vialtus.com>

1- Your error log:
- If you have not a directory /var/log/rt3 , create it and create the 
file rt.log by touch
 touch /var/log/rt3/rt.log
 then make sure its owned by the user:group running the web server 
(apache or whatever)
-if you have not already make sure you have the below line in RT_SiteConfig
  Set($LogDir, '/var/log/rt3');

Then restart httpd

2- Your scrip
Why do you need the CF still does n't make since to me?
In any case for if subject match then merge you can do : 
Global/Scrips/New scrip

Condition: On Create (# so we trigger this when a ticket is created)
Action: User defined
Template: Blank

 in  Custom action preparation code put:
return 1;

in
Custom action cleanup code:
return undef unless ($self->TicketObj->Subject =~ / \*\* PROBLEM (\w+) - 
(.*) (\w+) \*\*/ ) ;
my $subject = $self->TicketObj->Subject()
my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => 'IT');
$TicketsObj->Limit(FIELD => 'Subject' ,VALUE => $subject , OPERATOR => 
'LIKE' ); #This tries to match on the whole subject line
if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
    next if $self->TicketObj->Id == $ticket->Id;
   $id = $ticket->Id;
   last;
}
$id || return 1;
$RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id 
because of OA number match.");
$self->TicketObj->MergeInto($id);
1;

Regards;

Roy


rmp dmd wrote:
> I just want to merge new tickets with existing tickets with matching 
> subject line.
>  
> I have been provided with the script below. But getting errors on this 
> line cause the Custom field is not present.
>  
> error $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', 
> OPERATOR => '=', VALUE => $oa);
>  
> I need to get the ID of the existing ticket and merge the new ticket 
> with this ID.
>  
> The scrip also has $RT::Logger->debug but I can not see anything on 
> /opt/rt3/var/log/rt.log.  I only see errors on /var/log/messages
>  
> I already add on /opt/rt3/etc/RT_SiteConfig.pm
>  
> Set($LogToFileNamed , "rt.log");
> Set($LogToFile      , 'debug');
>  
> and set permissions for the file:
> touch /opt/rt3/var/log/rt.log
> chown apache:apache /opt/rt3/var/log/rt.log
> Viewing the debug logs will surely help.
>  
> Thanks for all the help
> Roehl
>  
> # from 
> http://archives.free.net.ph/message/20040319.180325.27528377.en.html
> #
> # If the subject of the ticket matches a pattern suggesting
> # that an OA request number is in the subject AND there is
> # an existing ticket is the OAReq queue with a matching
> # status field, (that is not this ticket)
> # merge this ticket into that ticket
> my $oa = undef;
> my $Transaction = $self->TransactionObj;
> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
> if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
> $oa = $1;
> $RT::Logger->debug("Found oa: $oa");
> }
> else { return 1; }
>
> my $TicketsObj = RT::Tickets->new($RT::SystemUser);
> $TicketsObj->LimitQueue(VALUE => 'IT');
> $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => 
> '=', VALUE => $oa);
> if ($TicketsObj->Count == 0) { return 1; }
> my $id = undef;
> while (my $ticket = $TicketsObj->Next) {
> next if $self->TicketObj->Id == $ticket->Id;
> $id = $ticket->Id;
> last;
> }
> $id || return 1;
> $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into 
> $id because of OA number match.");
> $self->TicketObj->MergeInto($id);
> 1;
>  
>
>
>  
> On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames <rfh at vialtus.com 
> <mailto:rfh at vialtus.com>> wrote:
>
>     You answered you are own question , yes you are getting the error
>     because you do not have the custom field
>     Create the custom field and apply it to all queues (unless the
>     scrip below is not a global scrip -- but I doubt that--)
>
>     Can you explain what you are trying to do, maybe we can help you,
>     I am not sure you need to search on custom fields (considering
>     they don't exist to begin with)
>
>     Roy
>
>     rmp dmd wrote:
>
>
>            I changed this
>                $TicketsObj->LimitStatus(VALUE => 'new');
>            $TicketsObj->LimitStatus(VALUE => 'open');
>                to:
>                $TicketsObj->LimitCustomField(CUSTOMFIELD =>
>         'OAReqNum', OPERATOR
>            => '=', VALUE => $oa);
>                but I'm getting error
>                Jun 11 22:13:13 data1 RT: Query error in << (  'CF.' =
>         'alert'  )
>            AND (  'Queue' = 'IT'  ) >>: Unknown field: CF. at
>            /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308.  Stack:  
>            [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]    
>          [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]    
>          [/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]    
>          [/opt/rt3/lib/RT/Tickets_Overlay.pm:2314]   [(eval 4308):24]
>              [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]    
>          [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]    
>          [/opt/rt3/lib/RT/Scrips_Overlay.pm:192]    
>          [/opt/rt3/lib/RT/Transaction_Overlay.pm:170]    
>          [/opt/rt3/lib/RT/Record.pm:1438]    
>          [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]    
>          [/opt/rt3/lib/RT/Interface/Email.pm:765]    
>          [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]  
>          (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
>                    'm guessing, this is because I do not a
>         CustomField. I attached
>            our RT interface. Anybody kindly help, identify the problem.
>            
>          My RT interface shows some of this information:
>            #2345: Re: ** PROBLEM alert - Echo PC02/check_usa is
>         CRITICAL **
>         *Ticket metadata*
>            The Basics:
>              Id: 2345
>             Status: new
>             Left: 0 min
>             Priority: 60/0
>             Queue: IT
>           Custom Fields:
>              Machine Name: No Value
>              Customer: No Value
>          People:
>              Owner: Nobody
>              Requestors: rmp.dmd1229 at gmail.com
>         <mailto:rmp.dmd1229 at gmail.com> <mailto:rmp.dmd1229 at gmail.com
>         <mailto:rmp.dmd1229 at gmail.com>>
>
>            
>            Thanks!
>            Roehl
>
>          
>
>            On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd
>         <rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>
>            <mailto:rmp.dmd1229 at gmail.com
>         <mailto:rmp.dmd1229 at gmail.com>>> wrote:
>
>                Thank you very much Raed.
>                        This problem explains while I merging the newly
>         created
>                tickets to a ticket with status 'new'  on the top of
>         the list.
>                        I need to merge new ticket to an existing
>         ticket with subject
>                matching ** PROBLEM - any words - CRITICAL ** .
>                        1st request, this is a match: #2316: ** PROBLEM
>         alert - Echo
>                PC02/check_usa is CRITICAL **
>                2nd request, this is a match: #2317: ** PROBLEM alert -
>         Echo
>                PC02/check_usa is CRITICAL **                The
>         existing ticket has an ID: 2312 with Subject: ** PROBLEM
>                alert - Echo PC02/check_usa is CRITICAL **            
>            I will merge ticket 2316 and 2317 with 2312.
>                        Somehow this merge to a ticket DRP with ID 720.
>          This is
>                ticket is on the top of IT queue list
>                        223 Centralize Sever login   open IT
>                668 test on Saturn             open  IT
>                720 DRP                           new  IT
>                745 Backup - all corporate  open  IT
>                873 Image Ken Gen           open  IT
>                1135 DSS-3 tapes             new  IT
>                        Below is the script.  I hope somebody can help.
>                        Thanks!
>                Roehl
>                        my $oa = undef;
>                my $Transaction = $self->TransactionObj;
>                my $subject =
>                $Transaction->Attachments->First->GetHeader('Subject');
>                if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
>                $oa = $1;
>                #$RT::Logger->debug("Found oa: $oa");
>                }
>                else { return 1; }
>
>                my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>                $TicketsObj->LimitQueue(VALUE => 'IT');
>                $TicketsObj->LimitStatus(VALUE => 'new');
>                $TicketsObj->LimitStatus(VALUE => 'open');
>                                if ($TicketsObj->Count == 0) { return 1; }
>                my $id = undef;
>                while (my $ticket = $TicketsObj->Next) {
>                next if $self->TicketObj->Id == $ticket->Id;
>                $id = $ticket->Id;
>                last;
>                }
>                $id || return 1;
>                $RT::Logger->debug("Merging ticket " .
>         $self->TicketObj->Id .
>                " into $id because of OA number match.");
>                $self->TicketObj->MergeInto($id);
>                1;
>
>
>
>


From rmp.dmd1229 at gmail.com  Fri Jun 12 13:14:13 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Fri, 12 Jun 2009 13:14:13 -0400
Subject: [rt-users] help in creating Scrips
In-Reply-To: <4A3266D9.8030709@vialtus.com>
References: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>
	<61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>
	<61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>
	<4A325916.6080406@vialtus.com>
	<61d255bb0906120706t1929fbadpf98f161d3649cfac@mail.gmail.com>
	<4A3266D9.8030709@vialtus.com>
Message-ID: <61d255bb0906121014s64b0678amdcc86464ea33e031@mail.gmail.com>

Thanks Raed.

I tried you're script but am getting error.

Jun 12 13:09:54 data1 RT: Scrip 26 Commit failed: Can't locate object method
"TicketsObj" via package "RT::Action::UserDefined" at (eval 4184) line 1.
Stack:   [(eval 4184):1]   [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438]   [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Action/UserDefined.pm:81)

there are also errors that are related to syntax (ie missing ; , Ticketobj
instead of ticketsobj).

This is the scrip that I'm running.

Thanks!

scrip:

return undef unless ($self->TicketsObj->Subject =~ / \*\* PROBLEM (\w+) -
(.*) (\w+) \*\*/ ) ;
my $subject = $self->TicketsObj->Subject();
my $TicketsObj = RT::Tickets->new($RT::SystemUser);
$TicketsObj->LimitQueue(VALUE => 'IT');
$TicketsObj->Limit(FIELD => 'Subject' ,VALUE => $subject , OPERATOR =>
'LIKE' ); #This tries to match on the whole subject line
if ($TicketsObj->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj->Next) {
  next if $self->TicketsObj->Id == $ticket->Id;
 $id = $ticket->Id;
 last;
}
$id || return 1;
$RT::Logger->debug("Merging ticket " . $self->TicketsObj->Id . " into $id
because of OA number match.");
$self->TicketsObj->MergeInto($id);
1;




On Fri, Jun 12, 2009 at 10:31 AM, Raed El-Hames <rfh at vialtus.com> wrote:

> 1- Your error log:
> - If you have not a directory /var/log/rt3 , create it and create the file
> rt.log by touch
> touch /var/log/rt3/rt.log
> then make sure its owned by the user:group running the web server (apache
> or whatever)
> -if you have not already make sure you have the below line in RT_SiteConfig
>  Set($LogDir, '/var/log/rt3');
>
> Then restart httpd
>
> 2- Your scrip
> Why do you need the CF still does n't make since to me?
> In any case for if subject match then merge you can do : Global/Scrips/New
> scrip
>
> Condition: On Create (# so we trigger this when a ticket is created)
> Action: User defined
> Template: Blank
>
> in  Custom action preparation code put:
> return 1;
>
> in
> Custom action cleanup code:
> return undef unless ($self->TicketObj->Subject =~ / \*\* PROBLEM (\w+) -
> (.*) (\w+) \*\*/ ) ;
> my $subject = $self->TicketObj->Subject()
> my $TicketsObj = RT::Tickets->new($RT::SystemUser);
> $TicketsObj->LimitQueue(VALUE => 'IT');
> $TicketsObj->Limit(FIELD => 'Subject' ,VALUE => $subject , OPERATOR =>
> 'LIKE' ); #This tries to match on the whole subject line
> if ($TicketsObj->Count == 0) { return 1; }
> my $id = undef;
> while (my $ticket = $TicketsObj->Next) {
>   next if $self->TicketObj->Id == $ticket->Id;
>  $id = $ticket->Id;
>  last;
> }
> $id || return 1;
> $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id
> because of OA number match.");
> $self->TicketObj->MergeInto($id);
> 1;
>
> Regards;
>
> Roy
>
>
> rmp dmd wrote:
>
>>  I just want to merge new tickets with existing tickets with matching
>> subject line.
>>  I have been provided with the script below. But getting errors on this
>> line cause the Custom field is not present.
>>  error $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR
>> => '=', VALUE => $oa);
>>  I need to get the ID of the existing ticket and merge the new ticket with
>> this ID.
>>  The scrip also has $RT::Logger->debug but I can not see anything on
>> /opt/rt3/var/log/rt.log.  I only see errors on /var/log/messages
>>  I already add on /opt/rt3/etc/RT_SiteConfig.pm
>>  Set($LogToFileNamed , "rt.log");
>> Set($LogToFile      , 'debug');
>>  and set permissions for the file:
>> touch /opt/rt3/var/log/rt.log
>> chown apache:apache /opt/rt3/var/log/rt.log
>> Viewing the debug logs will surely help.
>>  Thanks for all the help
>> Roehl
>>  # from
>> http://archives.free.net.ph/message/20040319.180325.27528377.en.html
>> #
>> # If the subject of the ticket matches a pattern suggesting
>> # that an OA request number is in the subject AND there is
>> # an existing ticket is the OAReq queue with a matching
>> # status field, (that is not this ticket)
>> # merge this ticket into that ticket
>> my $oa = undef;
>> my $Transaction = $self->TransactionObj;
>> my $subject = $Transaction->Attachments->First->GetHeader('Subject');
>> if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
>> $oa = $1;
>> $RT::Logger->debug("Found oa: $oa");
>> }
>> else { return 1; }
>>
>> my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>> $TicketsObj->LimitQueue(VALUE => 'IT');
>> $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=',
>> VALUE => $oa);
>> if ($TicketsObj->Count == 0) { return 1; }
>> my $id = undef;
>> while (my $ticket = $TicketsObj->Next) {
>> next if $self->TicketObj->Id == $ticket->Id;
>> $id = $ticket->Id;
>> last;
>> }
>> $id || return 1;
>> $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id
>> because of OA number match.");
>> $self->TicketObj->MergeInto($id);
>> 1;
>>
>>
>>   On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames <rfh at vialtus.com<mailto:
>> rfh at vialtus.com>> wrote:
>>
>>    You answered you are own question , yes you are getting the error
>>    because you do not have the custom field
>>    Create the custom field and apply it to all queues (unless the
>>    scrip below is not a global scrip -- but I doubt that--)
>>
>>    Can you explain what you are trying to do, maybe we can help you,
>>    I am not sure you need to search on custom fields (considering
>>    they don't exist to begin with)
>>
>>    Roy
>>
>>    rmp dmd wrote:
>>
>>
>>           I changed this
>>               $TicketsObj->LimitStatus(VALUE => 'new');
>>           $TicketsObj->LimitStatus(VALUE => 'open');
>>               to:
>>               $TicketsObj->LimitCustomField(CUSTOMFIELD =>
>>        'OAReqNum', OPERATOR
>>           => '=', VALUE => $oa);
>>               but I'm getting error
>>               Jun 11 22:13:13 data1 RT: Query error in << (  'CF.' =
>>        'alert'  )
>>           AND (  'Queue' = 'IT'  ) >>: Unknown field: CF. at
>>           /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308.  Stack:
>>     [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
>> [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
>> [/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
>> [/opt/rt3/lib/RT/Tickets_Overlay.pm:2314]   [(eval 4308):24]
>>             [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
>> [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
>> [/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
>> [/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
>> [/opt/rt3/lib/RT/Record.pm:1438]
>> [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
>> [/opt/rt3/lib/RT/Interface/Email.pm:765]
>> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
>> (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
>>                   'm guessing, this is because I do not a
>>        CustomField. I attached
>>           our RT interface. Anybody kindly help, identify the problem.
>>                   My RT interface shows some of this information:
>>           #2345: Re: ** PROBLEM alert - Echo PC02/check_usa is
>>        CRITICAL **
>>        *Ticket metadata*
>>           The Basics:
>>             Id: 2345
>>            Status: new
>>            Left: 0 min
>>            Priority: 60/0
>>            Queue: IT
>>          Custom Fields:
>>             Machine Name: No Value
>>             Customer: No Value
>>         People:
>>             Owner: Nobody
>>             Requestors: rmp.dmd1229 at gmail.com
>>        <mailto:rmp.dmd1229 at gmail.com> <mailto:rmp.dmd1229 at gmail.com
>>        <mailto:rmp.dmd1229 at gmail.com>>
>>
>>                     Thanks!
>>           Roehl
>>
>>
>>           On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd
>>        <rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>
>>           <mailto:rmp.dmd1229 at gmail.com
>>         <mailto:rmp.dmd1229 at gmail.com>>> wrote:
>>
>>               Thank you very much Raed.
>>                       This problem explains while I merging the newly
>>        created
>>               tickets to a ticket with status 'new'  on the top of
>>        the list.
>>                       I need to merge new ticket to an existing
>>        ticket with subject
>>               matching ** PROBLEM - any words - CRITICAL ** .
>>                       1st request, this is a match: #2316: ** PROBLEM
>>        alert - Echo
>>               PC02/check_usa is CRITICAL **
>>               2nd request, this is a match: #2317: ** PROBLEM alert -
>>        Echo
>>               PC02/check_usa is CRITICAL **                The
>>        existing ticket has an ID: 2312 with Subject: ** PROBLEM
>>               alert - Echo PC02/check_usa is CRITICAL **
>>     I will merge ticket 2316 and 2317 with 2312.
>>                       Somehow this merge to a ticket DRP with ID 720.
>>         This is
>>               ticket is on the top of IT queue list
>>                       223 Centralize Sever login   open IT
>>               668 test on Saturn             open  IT
>>               720 DRP                           new  IT
>>               745 Backup - all corporate  open  IT
>>               873 Image Ken Gen           open  IT
>>               1135 DSS-3 tapes             new  IT
>>                       Below is the script.  I hope somebody can help.
>>                       Thanks!
>>               Roehl
>>                       my $oa = undef;
>>               my $Transaction = $self->TransactionObj;
>>               my $subject =
>>               $Transaction->Attachments->First->GetHeader('Subject');
>>               if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
>>               $oa = $1;
>>               #$RT::Logger->debug("Found oa: $oa");
>>               }
>>               else { return 1; }
>>
>>               my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>>               $TicketsObj->LimitQueue(VALUE => 'IT');
>>               $TicketsObj->LimitStatus(VALUE => 'new');
>>               $TicketsObj->LimitStatus(VALUE => 'open');
>>                               if ($TicketsObj->Count == 0) { return 1; }
>>               my $id = undef;
>>               while (my $ticket = $TicketsObj->Next) {
>>               next if $self->TicketObj->Id == $ticket->Id;
>>               $id = $ticket->Id;
>>               last;
>>               }
>>               $id || return 1;
>>               $RT::Logger->debug("Merging ticket " .
>>        $self->TicketObj->Id .
>>               " into $id because of OA number match.");
>>               $self->TicketObj->MergeInto($id);
>>               1;
>>
>>
>>
>>
>>
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From jwinder at logicalsi.com  Fri Jun 12 13:36:51 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Fri, 12 Jun 2009 13:36:51 -0400
Subject: [rt-users] How NOT to fix missing approval ticket dependencies
Message-ID: <1244828211.29154.344.camel@jwinder-workstation>

So during a window of an hour when we where restructuring the queues
people could create tickets in to better fit our work-flow, a handful of
tickets where create without the approval ticket. In my infinite wisdom,
which apparent is this |..| much, I had the bright idea of just going
into the PostgreSQL database and creating the needed ticket and links
records. WRONG!!

Two hours later I finally have my mess cleaned up. There for awhile I
couldn't even create addition scrips. So let me tell you the better way
of fixing this.

1) Re-enable the ___Approvals queue, if you have installed RT 3.8.4 and
disabled the queue. It doesn't need to be this queue, just one tickets
won't normally be moved into.

2) Create a 'On Queue Change' scrip that matches your 'On Create' create
approval scrip in the ___Approvals queue.

3) One at a time, take the tickets missing the approval dependency and
move them into the ___Approvals queue. This *correctly* create the
approvals ticket.

4) Be sure to move the tickets back to their original queue, and restore
their owner if there was one. I also suggest adding a comment regarding
why you took someone ticket and moved it all over the place, this keeps
the change control auditors happier. I thought about going in and
removing the attachment records for those changes; but then I reminded
myself that playing in the database got me in this mess in the first
place.

Moral of this story, don't be like Jeremy.

I sure hope this helps someone else from being a dumbass,

Jeremy



From gravyface at gmail.com  Fri Jun 12 13:51:20 2009
From: gravyface at gmail.com (GravyFace)
Date: Fri, 12 Jun 2009 13:51:20 -0400
Subject: [rt-users]  Question re: RT-Extension-CommandByMail
Message-ID: <19fa96670906121051v57ede268mfbf84779cd1b115b@mail.gmail.com>

Looks like using CommandByEmail is going to be extremely useful
(especially for setting ownership of tickets), but I have a couple of
questions:

1. is it stable under 3.8.2?

2. I'm assuming it uses the rt-mailgate (and thus my PostFix aliases),
but to what action is it tied into?  i.e. If I'm setting the owner, I
don't really want commands and/or message to go out as correspondence
or comments for that matter.


From blabj at dainty.ca  Fri Jun 12 15:00:00 2009
From: blabj at dainty.ca (BJ Blanchard)
Date: Fri, 12 Jun 2009 15:00:00 -0400
Subject: [rt-users] KDE/Konqueror, RT attachments, and OpenOffice
Message-ID: <1244833200.4425.38.camel@appserver-wn.dainty.ca>

I've come across an interesting problem which is not specific to RT, but
is related to viewing certain attachments in RT via the Konqueror
browser - thought I would share my experience here to save others the
pain.  Specifically I think its a bug in Konqueror and I'll be posting
as a bug in bugs.kde.org as well.

A few of my users were complaining about RT being slow - and after some
testing I found that firefox was the issue - and switching them to
konqueror (3.5.10) made a huge difference - its very fast by comparison.

But with konqueror - Ticket attachments for OpenOffice documents (odt,
ods, doc, xls, etc) wouldn't open.  Specifically OpenOffice would
generate this message: "Error reading data from the Internet.  Server
error message: 503 Service Unavailable."

After alot of digging, I found that the problem lies in the Exec line in
the system ".desktop" files.

OpenOffice can handle URLs, so the Exec line is defined under (k)ubuntu
in ooo-writer.desktop as:

Exec=ooffice -writer %U

Konqueror uses kioexec for downloading, which follows the conventions
defined here:
http://standards.freedesktop.org/desktop-entry-spec/latest/ar01s06.html , and thus launches OpenOffice with the http URL of the link to the attachment.  Because there are no authentication credentials, OO cannot access the URL thus the 503 error.

Changing the desktop entry to use "%f" instead of "%U" fixes the problem
- the file gets saved to a temp directory and OpenOffice launches with a
local document - which is how firefox behaves.

But this breaks things like sftp:// urls because it downloads the file -
even though OpenOffice can handle sftp urls properly.

So konqueror, being both a file browser and a web browser, has adopted a
common approach to URL handling which doesn't work in the real world (of
authenticated web sessions).

-Bob
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From rmp.dmd1229 at gmail.com  Fri Jun 12 16:09:12 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Fri, 12 Jun 2009 16:09:12 -0400
Subject: [rt-users] Another RT feature
Message-ID: <61d255bb0906121309h8a16b04l5297c0013f610efb@mail.gmail.com>

RT experts,

Is it possible to resolve a ticket without sending resolve notification to
requestor?


Thanks!
Roehl
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From chaim.rieger at gmail.com  Fri Jun 12 16:10:41 2009
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 12 Jun 2009 20:10:41 +0000
Subject: [rt-users] Another RT feature
In-Reply-To: <61d255bb0906121309h8a16b04l5297c0013f610efb@mail.gmail.com>
References: <61d255bb0906121309h8a16b04l5297c0013f610efb@mail.gmail.com>
Message-ID: <85001840-1244837453-cardhu_decombobulator_blackberry.rim.net-1354784098-@bxe1263.bisx.prod.on.blackberry>

Yes 

Change the resolve scrip
Sent via BlackBerry from T-Mobile

-----Original Message-----
From: rmp dmd <rmp.dmd1229 at gmail.com>

Date: Fri, 12 Jun 2009 16:09:12 
To: <rt-users at lists.bestpractical.com>
Subject: [rt-users] Another RT feature


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

Community help: http://wiki.bestpractical.com
Commercial support: 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 rmp.dmd1229 at gmail.com  Fri Jun 12 16:33:52 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Fri, 12 Jun 2009 16:33:52 -0400
Subject: [rt-users] Another RT feature
In-Reply-To: <85001840-1244837453-cardhu_decombobulator_blackberry.rim.net-1354784098-@bxe1263.bisx.prod.on.blackberry>
References: <61d255bb0906121309h8a16b04l5297c0013f610efb@mail.gmail.com>
	<85001840-1244837453-cardhu_decombobulator_blackberry.rim.net-1354784098-@bxe1263.bisx.prod.on.blackberry>
Message-ID: <61d255bb0906121333s6580a100v167b10b3f972644c@mail.gmail.com>

Thanks chaim.

Good idea.

On Fri, Jun 12, 2009 at 4:10 PM, Chaim Rieger <chaim.rieger at gmail.com>wrote:

> Yes
>
> Change the resolve scrip
> Sent via BlackBerry from T-Mobile
>
> -----Original Message-----
> From: rmp dmd <rmp.dmd1229 at gmail.com>
>
> Date: Fri, 12 Jun 2009 16:09:12
> To: <rt-users at lists.bestpractical.com>
> Subject: [rt-users] Another RT feature
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
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From rmp.dmd1229 at gmail.com  Fri Jun 12 16:50:59 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Fri, 12 Jun 2009 16:50:59 -0400
Subject: [rt-users] Ignore Email Request
Message-ID: <61d255bb0906121350t77db7e1bw123681510f9927aa@mail.gmail.com>

Experts,

Is there a way for RT to ignore email request based on subject.

ie  Request subject: failure notice
    Request subject: RECOVERY

I do not want ticket to be created. nor merge tickets if there's an existing
one.

I believe scrips will not help but if there'a config file on RT that can do
this.  Some mentioned using the MTA or mail-gateway but I do not have any
idea on how to implement it.


Thanks in advanced!
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From mdpoole at troilus.org  Fri Jun 12 17:34:51 2009
From: mdpoole at troilus.org (Michael Poole)
Date: Fri, 12 Jun 2009 17:34:51 -0400
Subject: [rt-users] Entering tabular data into a ticket
Message-ID: <878wjx6sqs.fsf@graviton.dyn.troilus.org>

Is there existing support, a plugin, a recipe, or even any hints for
entering tabular data in a ticket?

The particular application is something like a purchase request.
There are standard fields that apply to the ticket as a whole --
requester, date opened, due date, etc. -- but core data for the ticket
would logically be stored in a table.  In the purchase request case,
some columns might be part description and quantity, and the user
would enter one row for each item type that they need.  We would much
prefer to track the set of items together rather than splitting each
row into a separate ticket.

(Bonus points if columns can be defined in terms of custom fields, to
inherit things like their hyperlink target policies.  I did not see
discussion of this kind of feature in the plugin, extension or wish
lists on the wiki, and the closest I found in the mailing list
archives was an August 2008 post asking something rather different.)

Michael Poole


From Dominic.Lepiane at ptgrey.com  Fri Jun 12 19:03:04 2009
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Fri, 12 Jun 2009 16:03:04 -0700
Subject: [rt-users] Email copies of replies to senders
In-Reply-To: <4A3187A0.1060700@lbl.gov>
References: <4A315EBB.2090007@ptgrey.com> <4A3187A0.1060700@lbl.gov>
Message-ID: <4A32DEA8.7040301@ptgrey.com>

Hi Ken,

Thanks for your reply, I think that's what we are looking for.

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?

http://lists.bestpractical.com/pipermail/rt-users/2005-November/035022.html

//>/ With the notify actor setting of 0, RT won't send mail to the 'actor' -
/>/ the thinking is that you've made the update so you don't need to be notified
/>/ of the update. You can, of course change the setting to 1 in which case you
/>/ will get the mail. Does that answer your question?
/>/
/>/ This has caused confusion for some of our users who aren't aware of this
/>/ feature and expect to see mail. We are about to introduce a user preference
/>/ that controls this so that the individual can choose what behavior they
/>/ want.
/>/
/>/ Steve
/>/
/



Thanks,
- Dominic


Ken Crocker wrote:
> Dominic,
>
>     RT doesn't normally notify the initiator of a transaction, as it 
> would be redundant (plus there is a record of the reply in the ticket 
> history). However, if that is what you want, you need to turn on the 
> "Notify Actor setting in your RT_SiteConfig.pm file located at 
> $RTHOME/etc. Hope this helps.
>
> Kenn
> LBNL
>
> On 6/11/2009 12:44 PM, Dominic Lepiane wrote:
>   
>> Hi rt-users,
>>
>> I'm not sure where to look for this and I couldn't find where in the
>> config or preferences this can be done, but is is possible to have
>> replies sent to the replying person?  So if I reply to a ticket, I would
>> get a copy of my own reply as well as the other people?
>>
>> Thanks,
>> - Dominic
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 samir.marhoum at gmail.com  Sat Jun 13 18:15:05 2009
From: samir.marhoum at gmail.com (samir marhoum)
Date: Sat, 13 Jun 2009 23:15:05 +0100
Subject: [rt-users] Large attachments - how to warn user before dropped
In-Reply-To: <378a2ec80906111202v5214f08ds4a90ed857a8ba331@mail.gmail.com>
References: <378a2ec80906111202v5214f08ds4a90ed857a8ba331@mail.gmail.com>
Message-ID: <378a2ec80906131515g11ca2c34ob6e8cf77f52ae402@mail.gmail.com>

Please Help.

2009/6/11 samir marhoum <samir.marhoum at gmail.com>

> Hi,
>
> I need the changes made to Create.html to notify users that the attachment
> has not been added because it exceeds the Max size.
>
> Thanks in advance.
>
> For the Update.html, I used the code from Eric Shultz and it works fine.
>
> My RT version is 3.8.1
>
> Best regards.
>
>
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From mr.vandeley at gmail.com  Sat Jun 13 21:29:35 2009
From: mr.vandeley at gmail.com (=?ISO-8859-1?Q?Adolfo_Mena_Gonz=E1lez?=)
Date: Sat, 13 Jun 2009 21:29:35 -0400
Subject: [rt-users] CustomFileds rights ignored after upgrade
Message-ID: <87fa72960906131829r45b4b96ej178a2a0c850d7983@mail.gmail.com>

Hello,
I completed the upgrade from 3.8.2 to 3.8.3 and also the upgrade to
RTFM 2.4.2. Everything seems to be fine, but after logging as an
unprivileged user I see CustomFields that user has no rights on. I had
no problem with those rights on 3.8.2.
Just in case also did the upgrade to 3.8.4 but issue remains.
Fortunately I am running RT on a virtual machine so before upgrading I
did a snapshot so I can go back to 3.8.2.
Where I can search for a solution this problem?

Thanks,


From falcone at bestpractical.com  Sun Jun 14 07:46:14 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Sun, 14 Jun 2009 07:46:14 -0400
Subject: [rt-users] Email copies of replies to senders
In-Reply-To: <4A32DEA8.7040301@ptgrey.com>
References: <4A315EBB.2090007@ptgrey.com> <4A3187A0.1060700@lbl.gov>
	<4A32DEA8.7040301@ptgrey.com>
Message-ID: <84DF7645-1779-456B-AF04-8D4623D0E2FF@bestpractical.com>


On Jun 12, 2009, at 7:03 PM, Dominic Lepiane wrote:

> Thanks for your reply, I think that's what we are looking for.
>
> 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?

The author of the quoted mail doesn't work for BPS,
I believe it was added as a local user preference by that author.

3.8 allows users to completely disable mail from RT as a user
preference, or to receive daily digests of mail

-kevin

>
> http://lists.bestpractical.com/pipermail/rt-users/2005-November/035022.html
>
> //>/ With the notify actor setting of 0, RT won't send mail to the  
> 'actor' -
> />/ the thinking is that you've made the update so you don't need to  
> be notified
> />/ of the update. You can, of course change the setting to 1 in  
> which case you
> />/ will get the mail. Does that answer your question?
> />/
> />/ This has caused confusion for some of our users who aren't aware  
> of this
> />/ feature and expect to see mail. We are about to introduce a user  
> preference
> />/ that controls this so that the individual can choose what  
> behavior they
> />/ want.
> />/
> />/ Steve
> />/
> /
>
>
>
> Thanks,
> - Dominic
>
>
> Ken Crocker wrote:
>> Dominic,
>>
>>    RT doesn't normally notify the initiator of a transaction, as it
>> would be redundant (plus there is a record of the reply in the ticket
>> history). However, if that is what you want, you need to turn on the
>> "Notify Actor setting in your RT_SiteConfig.pm file located at
>> $RTHOME/etc. Hope this helps.
>>
>> Kenn
>> LBNL
>>
>> On 6/11/2009 12:44 PM, Dominic Lepiane wrote:
>>
>>> Hi rt-users,
>>>
>>> I'm not sure where to look for this and I couldn't find where in the
>>> config or preferences this can be done, but is is possible to have
>>> replies sent to the replying person?  So if I reply to a ticket, I  
>>> would
>>> get a copy of my own reply as well as the other people?
>>>
>>> Thanks,
>>> - Dominic
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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 fran at cis.uab.edu  Sun Jun 14 19:38:15 2009
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Sun, 14 Jun 2009 18:38:15 -0500
Subject: [rt-users] RT::Tickets not including merged tickets
Message-ID: <8A91FF73-1CD4-43FC-BC1C-8D815E901DA4@cis.uab.edu>


Is there any way to override the RT::Tickets SearchBuilder's default  
built-in Limit of main.EffectiveID = main.id?  I'm writing a  
SearchBuilder script where I would benefit from being able to directly  
retrieve tickets that have been merged into other tickets.

----------------------------------------------------
Fran Fabrizio, Senior Systems Analyst
UAB CIS - http://www.cis.uab.edu/
205.934.0653



From mysublists at gmail.com  Sun Jun 14 20:47:20 2009
From: mysublists at gmail.com (Linux student)
Date: Mon, 15 Jun 2009 06:47:20 +0600
Subject: [rt-users] How to send RT errors to RT admin/owner via Email
Message-ID: <4A359A18.2070301@gmail.com>

Hi list,

Is there any way to send all errors generated by RT to RT admin/owner
Email address. I don't want to assign global create ticket rights to
everyone and want to forward  all access denied emails to RT admin/owner.


Thanks.


From mysublists at gmail.com  Sun Jun 14 21:04:25 2009
From: mysublists at gmail.com (Linux student)
Date: Mon, 15 Jun 2009 07:04:25 +0600
Subject: [rt-users] Ticket link is missing after adding Content-Type:
 text/html in admin correspondence template.
In-Reply-To: <4A3598CD.2040500@gmail.com>
References: <4A3598CD.2040500@gmail.com>
Message-ID: <4A359E19.1060904@gmail.com>

Linux student on 2009-06-15 6:41 AM +0500, wrote :
> Hi list,
>
> Ticket URL is missing in Emails generated by RT for AdminCC in a
> particular Queue. I just added Content-Type: text/html in admin
> correspondence template for HTML emails.
>
>
> Thanks.
>   

pasting message source :
-------------------------------------------------------------------------------------------

This is a multi-part message in MIME format...

------------=_1244906783-9314-25
RT-Attach-Message: Yes
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8

..........

------------=_1244906783-9314-25
Content-Type: text/html; charset="utf-8"
X-RT-Original-Encoding: utf-8

<URL: https://foo.com/Ticket/Display.html?id=xxxx >

.......


Even in HTML view my email client is not showing

<URL: https://foo.com/Ticket/Display.html?id=xxxx >



From mysublists at gmail.com  Sun Jun 14 21:05:58 2009
From: mysublists at gmail.com (Linux student)
Date: Mon, 15 Jun 2009 07:05:58 +0600
Subject: [rt-users] Ticket link is missing after adding Content-Type:
 text/html in admin correspondence template.
In-Reply-To: <4A359E19.1060904@gmail.com>
References: <4A3598CD.2040500@gmail.com> <4A359E19.1060904@gmail.com>
Message-ID: <4A359E76.3050403@gmail.com>

Linux student on 2009-06-15 7:04 AM +0500, wrote :
> Linux student on 2009-06-15 6:41 AM +0500, wrote :
>   
>> Hi list,
>>
>> Ticket URL is missing in Emails generated by RT for AdminCC in a
>> particular Queue. I just added Content-Type: text/html in admin
>> correspondence template for HTML emails.
>>
>>
>> Thanks.
>>   
>>     
>
> pasting message source :
> -------------------------------------------------------------------------------------------
>
> This is a multi-part message in MIME format...
>
> ------------=_1244906783-9314-25
> RT-Attach-Message: Yes
> Content-Type: text/plain; charset="utf-8"
> X-RT-Original-Encoding: utf-8
>
> ..........
>
> ------------=_1244906783-9314-25
> Content-Type: text/html; charset="utf-8"
> X-RT-Original-Encoding: utf-8
>
> <URL: https://foo.com/Ticket/Display.html?id=xxxx >
>
> .......
>
>
> Even in HTML view my email client is not showing
>
> <URL: https://foo.com/Ticket/Display.html?id=xxxx >
>
>   

MY RT version is 3.8.2



From mysublists at gmail.com  Sun Jun 14 21:07:20 2009
From: mysublists at gmail.com (Linux student)
Date: Mon, 15 Jun 2009 07:07:20 +0600
Subject: [rt-users] How to send RT errors to RT admin/owner via Email
In-Reply-To: <4A359A18.2070301@gmail.com>
References: <4A359A18.2070301@gmail.com>
Message-ID: <4A359EC8.7000501@gmail.com>

Linux student on 2009-06-15 6:47 AM +0500, wrote :
> Hi list,
>
> Is there any way to send all errors generated by RT to RT admin/owner
> Email address. I don't want to assign global create ticket rights to
> everyone and want to forward  all access denied emails to RT admin/owner.
>
>
> Thanks.
>
>   
RT version is 3.8.2 .


From mysublists at gmail.com  Sun Jun 14 20:41:49 2009
From: mysublists at gmail.com (Linux student)
Date: Mon, 15 Jun 2009 06:41:49 +0600
Subject: [rt-users] Ticket link is missing after adding Content-Type:
 text/html in admin correspondence template.
Message-ID: <4A3598CD.2040500@gmail.com>

Hi list,

Ticket URL is missing in Emails generated by RT for AdminCC in a
particular Queue. I just added Content-Type: text/html in admin
correspondence template for HTML emails.


Thanks.



From rfh at vialtus.com  Mon Jun 15 05:09:48 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 15 Jun 2009 10:09:48 +0100
Subject: [rt-users] help in creating Scrips
In-Reply-To: <61d255bb0906121014s64b0678amdcc86464ea33e031@mail.gmail.com>
References: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>	
	<61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>	
	<61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>	
	<4A325916.6080406@vialtus.com>	
	<61d255bb0906120706t1929fbadpf98f161d3649cfac@mail.gmail.com>	
	<4A3266D9.8030709@vialtus.com>
	<61d255bb0906121014s64b0678amdcc86464ea33e031@mail.gmail.com>
Message-ID: <4A360FDC.9050806@vialtus.com>

Typo on my part change all instances of:
 $self->TicketsObj->
to $self->TicketObj->

Note it should TicketObj  and not Ticket_s_Obj

Regards;
Roy
> Thanks Raed.
>  
> I tried you're script but am getting error.
>  
> Jun 12 13:09:54 data1 RT: Scrip 26 Commit failed: Can't locate object 
> method "TicketsObj" via package "RT::Action::UserDefined" at (eval 
> 4184) line 1.  Stack:   [(eval 4184):1]   
> [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]   
> [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]   
> [/opt/rt3/lib/RT/Scrips_Overlay.pm:192]   
> [/opt/rt3/lib/RT/Transaction_Overlay.pm:170]   
> [/opt/rt3/lib/RT/Record.pm:1438]   
> [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]   
> [/opt/rt3/lib/RT/Interface/Email.pm:765]   
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]  
> (/opt/rt3/lib/RT/Action/UserDefined.pm:81)
>
> there are also errors that are related to syntax (ie missing ; , 
> Ticketobj instead of ticketsobj).
>  
> This is the scrip that I'm running.
>  
> Thanks!
>  
> scrip:
>  
> return undef unless ($self->TicketsObj->Subject =~ / \*\* PROBLEM 
> (\w+) - (.*) (\w+) \*\*/ ) ;
> my $subject = $self->TicketsObj->Subject();
> my $TicketsObj = RT::Tickets->new($RT::SystemUser);
> $TicketsObj->LimitQueue(VALUE => 'IT');
> $TicketsObj->Limit(FIELD => 'Subject' ,VALUE => $subject , OPERATOR => 
> 'LIKE' ); #This tries to match on the whole subject line
> if ($TicketsObj->Count == 0) { return 1; }
> my $id = undef;
> while (my $ticket = $TicketsObj->Next) {
>   next if $self->TicketsObj->Id == $ticket->Id;
>  $id = $ticket->Id;
>  last;
> }
> $id || return 1;
> $RT::Logger->debug("Merging ticket " . $self->TicketsObj->Id . " into 
> $id because of OA number match.");
> $self->TicketsObj->MergeInto($id);
> 1;
>  
>  
>
>  
> On Fri, Jun 12, 2009 at 10:31 AM, Raed El-Hames <rfh at vialtus.com 
> <mailto:rfh at vialtus.com>> wrote:
>
>     1- Your error log:
>     - If you have not a directory /var/log/rt3 , create it and create
>     the file rt.log by touch
>     touch /var/log/rt3/rt.log
>     then make sure its owned by the user:group running the web server
>     (apache or whatever)
>     -if you have not already make sure you have the below line in
>     RT_SiteConfig
>      Set($LogDir, '/var/log/rt3');
>
>     Then restart httpd
>
>     2- Your scrip
>     Why do you need the CF still does n't make since to me?
>     In any case for if subject match then merge you can do :
>     Global/Scrips/New scrip
>
>     Condition: On Create (# so we trigger this when a ticket is created)
>     Action: User defined
>     Template: Blank
>
>     in  Custom action preparation code put:
>     return 1;
>
>     in
>     Custom action cleanup code:
>     return undef unless ($self->TicketObj->Subject =~ / \*\* PROBLEM
>     (\w+) - (.*) (\w+) \*\*/ ) ;
>     my $subject = $self->TicketObj->Subject()
>
>     my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>     $TicketsObj->LimitQueue(VALUE => 'IT');
>     $TicketsObj->Limit(FIELD => 'Subject' ,VALUE => $subject ,
>     OPERATOR => 'LIKE' ); #This tries to match on the whole subject line
>
>     if ($TicketsObj->Count == 0) { return 1; }
>     my $id = undef;
>     while (my $ticket = $TicketsObj->Next) {
>       next if $self->TicketObj->Id == $ticket->Id;
>      $id = $ticket->Id;
>      last;
>     }
>     $id || return 1;
>     $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . "
>     into $id because of OA number match.");
>     $self->TicketObj->MergeInto($id);
>     1;
>
>     Regards;
>
>     Roy
>
>
>     rmp dmd wrote:
>
>         I just want to merge new tickets with existing tickets with
>         matching subject line.
>          I have been provided with the script below. But getting
>         errors on this line cause the Custom field is not present.
>          error $TicketsObj->LimitCustomField(CUSTOMFIELD =>
>         'OAReqNum', OPERATOR => '=', VALUE => $oa);
>          I need to get the ID of the existing ticket and merge the new
>         ticket with this ID.
>          The scrip also has $RT::Logger->debug but I can not see
>         anything on /opt/rt3/var/log/rt.log.  I only see errors on
>         /var/log/messages
>          I already add on /opt/rt3/etc/RT_SiteConfig.pm
>          Set($LogToFileNamed , "rt.log");
>         Set($LogToFile      , 'debug');
>          and set permissions for the file:
>         touch /opt/rt3/var/log/rt.log
>         chown apache:apache /opt/rt3/var/log/rt.log
>         Viewing the debug logs will surely help.
>          Thanks for all the help
>         Roehl
>          # from
>         http://archives.free.net.ph/message/20040319.180325.27528377.en.html
>         #
>         # If the subject of the ticket matches a pattern suggesting
>         # that an OA request number is in the subject AND there is
>         # an existing ticket is the OAReq queue with a matching
>         # status field, (that is not this ticket)
>         # merge this ticket into that ticket
>         my $oa = undef;
>         my $Transaction = $self->TransactionObj;
>         my $subject =
>         $Transaction->Attachments->First->GetHeader('Subject');
>         if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
>         $oa = $1;
>         $RT::Logger->debug("Found oa: $oa");
>         }
>         else { return 1; }
>
>         my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>         $TicketsObj->LimitQueue(VALUE => 'IT');
>         $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum',
>         OPERATOR => '=', VALUE => $oa);
>         if ($TicketsObj->Count == 0) { return 1; }
>         my $id = undef;
>         while (my $ticket = $TicketsObj->Next) {
>         next if $self->TicketObj->Id == $ticket->Id;
>         $id = $ticket->Id;
>         last;
>         }
>         $id || return 1;
>         $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id .
>         " into $id because of OA number match.");
>         $self->TicketObj->MergeInto($id);
>         1;
>          
>
>          On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames
>         <rfh at vialtus.com <mailto:rfh at vialtus.com>
>         <mailto:rfh at vialtus.com <mailto:rfh at vialtus.com>>> wrote:
>
>            You answered you are own question , yes you are getting the
>         error
>            because you do not have the custom field
>            Create the custom field and apply it to all queues (unless the
>            scrip below is not a global scrip -- but I doubt that--)
>
>            Can you explain what you are trying to do, maybe we can
>         help you,
>            I am not sure you need to search on custom fields (considering
>            they don't exist to begin with)
>
>            Roy
>
>            rmp dmd wrote:
>
>
>                   I changed this
>                       $TicketsObj->LimitStatus(VALUE => 'new');
>                   $TicketsObj->LimitStatus(VALUE => 'open');
>                       to:
>                       $TicketsObj->LimitCustomField(CUSTOMFIELD =>
>                'OAReqNum', OPERATOR
>                   => '=', VALUE => $oa);
>                       but I'm getting error
>                       Jun 11 22:13:13 data1 RT: Query error in << (
>          'CF.' =
>                'alert'  )
>                   AND (  'Queue' = 'IT'  ) >>: Unknown field: CF. at
>                   /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308.
>          Stack:            
>         [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]            
>         [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]            
>         [/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]            
>         [/opt/rt3/lib/RT/Tickets_Overlay.pm:2314]   [(eval 4308):24]
>                     [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]      
>               [/opt/rt3/lib/RT/Scrip_Overlay.pm:507]            
>         [/opt/rt3/lib/RT/Scrips_Overlay.pm:192]            
>         [/opt/rt3/lib/RT/Transaction_Overlay.pm:170]            
>         [/opt/rt3/lib/RT/Record.pm:1438]            
>         [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]            
>         [/opt/rt3/lib/RT/Interface/Email.pm:765]            
>         [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]        
>           (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
>                           'm guessing, this is because I do not a
>                CustomField. I attached
>                   our RT interface. Anybody kindly help, identify the
>         problem.
>                           My RT interface shows some of this information:
>                   #2345: Re: ** PROBLEM alert - Echo PC02/check_usa is
>                CRITICAL **
>                *Ticket metadata*
>                   The Basics:
>                     Id: 2345
>                    Status: new
>                    Left: 0 min
>                    Priority: 60/0
>                    Queue: IT
>                  Custom Fields:
>                     Machine Name: No Value
>                     Customer: No Value
>                 People:
>                     Owner: Nobody
>                     Requestors: rmp.dmd1229 at gmail.com
>         <mailto:rmp.dmd1229 at gmail.com>
>                <mailto:rmp.dmd1229 at gmail.com
>         <mailto:rmp.dmd1229 at gmail.com>> <mailto:rmp.dmd1229 at gmail.com
>         <mailto:rmp.dmd1229 at gmail.com>
>
>                <mailto:rmp.dmd1229 at gmail.com
>         <mailto:rmp.dmd1229 at gmail.com>>>
>
>                             Thanks!
>                   Roehl
>
>                
>                   On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd
>                <rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>
>         <mailto:rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>>
>                   <mailto:rmp.dmd1229 at gmail.com
>         <mailto:rmp.dmd1229 at gmail.com>
>                <mailto:rmp.dmd1229 at gmail.com
>         <mailto:rmp.dmd1229 at gmail.com>>>> wrote:
>
>                       Thank you very much Raed.
>                               This problem explains while I merging
>         the newly
>                created
>                       tickets to a ticket with status 'new'  on the top of
>                the list.
>                               I need to merge new ticket to an existing
>                ticket with subject
>                       matching ** PROBLEM - any words - CRITICAL ** .
>                               1st request, this is a match: #2316: **
>         PROBLEM
>                alert - Echo
>                       PC02/check_usa is CRITICAL **
>                       2nd request, this is a match: #2317: ** PROBLEM
>         alert -
>                Echo
>                       PC02/check_usa is CRITICAL **                The
>                existing ticket has an ID: 2312 with Subject: ** PROBLEM
>                       alert - Echo PC02/check_usa is CRITICAL **      
>                         I will merge ticket 2316 and 2317 with 2312.
>                               Somehow this merge to a ticket DRP with
>         ID 720.
>                 This is
>                       ticket is on the top of IT queue list
>                               223 Centralize Sever login   open IT
>                       668 test on Saturn             open  IT
>                       720 DRP                           new  IT
>                       745 Backup - all corporate  open  IT
>                       873 Image Ken Gen           open  IT
>                       1135 DSS-3 tapes             new  IT
>                               Below is the script.  I hope somebody
>         can help.
>                               Thanks!
>                       Roehl
>                               my $oa = undef;
>                       my $Transaction = $self->TransactionObj;
>                       my $subject =
>                      
>         $Transaction->Attachments->First->GetHeader('Subject');
>                       if ( $subject =~ /\*\* PROBLEM (\w+) - (.*)
>         (\w+) \*\*/ ) {
>                       $oa = $1;
>                       #$RT::Logger->debug("Found oa: $oa");
>                       }
>                       else { return 1; }
>
>                       my $TicketsObj = RT::Tickets->new($RT::SystemUser);
>                       $TicketsObj->LimitQueue(VALUE => 'IT');
>                       $TicketsObj->LimitStatus(VALUE => 'new');
>                       $TicketsObj->LimitStatus(VALUE => 'open');
>                                       if ($TicketsObj->Count == 0) {
>         return 1; }
>                       my $id = undef;
>                       while (my $ticket = $TicketsObj->Next) {
>                       next if $self->TicketObj->Id == $ticket->Id;
>                       $id = $ticket->Id;
>                       last;
>                       }
>                       $id || return 1;
>                       $RT::Logger->debug("Merging ticket " .
>                $self->TicketObj->Id .
>                       " into $id because of OA number match.");
>                       $self->TicketObj->MergeInto($id);
>                       1;
>
>
>
>
>


From ruslan.zakirov at gmail.com  Mon Jun 15 05:52:03 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 15 Jun 2009 13:52:03 +0400
Subject: [rt-users] Organization Name Change Caused New Ticket Instead
	of Adding Correspondence
In-Reply-To: <f264897d0906110832u78709bapf9db20048a67afcd@mail.gmail.com>
References: <f264897d0906110808p6a3d1bc8j788f0fe8663701e0@mail.gmail.com>
	<f264897d0906110832u78709bapf9db20048a67afcd@mail.gmail.com>
Message-ID: <589c94400906150252m3525f37cs2fce6228be8e1c09@mail.gmail.com>

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

On Thu, Jun 11, 2009 at 7:32 PM, Robert Gabriel<ephemeric at gmail.com> wrote:
> Hi all,
>
> Very new with RT and already in trouble.
>
> I upgraded from 3.4.4 to 3.8.2. Things look good.
>
> But I foolishly made the following changes without realising the consequences:
>
> old:
> Set($rtname, 'CompanyName');
> Set($Organization, 'CompanyName');
>
> new:
> Set($rtname, 'Company Name');
> Set($Organization, 'Company Name');
>
> which caused a new ticket to be created instead of adding the correspondence
> to the existing ticket with the old subject header because of the now
> mismatched subject header.
>
> Please tell me I can fix this?
>
> I've changed it back and things seem good again but how can I merge
> the new tickets created
> with the old ones?
>
> Any help will be highly 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
>



-- 
Best regards, Ruslan.


From ranatanveer at gmail.com  Mon Jun 15 05:55:59 2009
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Mon, 15 Jun 2009 15:55:59 +0600
Subject: [rt-users] Ticket URL is missing in emails.
Message-ID: <2282948c0906150255l7d4528a7u5051159dfb06b03e@mail.gmail.com>

 Hi list,

 Ticket URL is missing in Emails generated by RT for AdminCC in a
 particular Queue. I just added Content-Type: text/html in admin
 correspondence template for HTML emails.


 Thanks.

-- 
---------------------------------------------
          Rana Tanveer
         +923224194457
http://www.sysadminsline.com
---------------------------------------------


From FluchT at wyeth.com  Mon Jun 15 06:00:31 2009
From: FluchT at wyeth.com (Thomas Fluch)
Date: Mon, 15 Jun 2009 06:00:31 -0400
Subject: [rt-users] Custom Field appearance based on value of another
	custom	field?
Message-ID: <4A3637DF0200008A00021F5E@gv01a67m.gv.us.pri.wyeth.com>

Hey!

I have two Custom Ticket Fields named A and B.
 
Is it possible that Custom Field B only appears if a specific value of Field A has been selected? Did anyone found a method to do this?
 
Thank you!
 
Best regards,
Tommy!
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From zodal at centrum.cz  Mon Jun 15 09:37:01 2009
From: zodal at centrum.cz (Zodal)
Date: Mon, 15 Jun 2009 06:37:01 -0700 (PDT)
Subject: [rt-users] Size limit in RT 3.8.2 rich text editor?
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE02C21561@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE02C21561@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <24034805.post@talk.nabble.com>



Hi,

I had the problem if using IE7 and user has the signature set. The problem
seems to be solved by 3.8.4 (I did not tested 3.8.3)

Z.


Flynn, Timothy J wrote:
> 
> I have users that type large messages and/or paste text into the RT
> editor that say it is getting truncated.  Is there a size limit to the
> amount of text that the rich text box can handle, or another reason why
> it would truncate?  Would this pertain to some of the IE bugs that were
> fixed in RT 3.8.3?
> 
> Thanks,
> -Tim
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 

-- 
View this message in context: http://www.nabble.com/Size-limit-in-RT-3.8.2-rich-text-editor--tp23984466p24034805.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From rmp.dmd1229 at gmail.com  Mon Jun 15 10:10:01 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Mon, 15 Jun 2009 10:10:01 -0400
Subject: [rt-users] help in creating Scrips
In-Reply-To: <4A360FDC.9050806@vialtus.com>
References: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>
	<61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>
	<61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>
	<4A325916.6080406@vialtus.com>
	<61d255bb0906120706t1929fbadpf98f161d3649cfac@mail.gmail.com>
	<4A3266D9.8030709@vialtus.com>
	<61d255bb0906121014s64b0678amdcc86464ea33e031@mail.gmail.com>
	<4A360FDC.9050806@vialtus.com>
Message-ID: <61d255bb0906150710o2dba897eqb84d13f074944d1f@mail.gmail.com>

Thanks Raed. I changed it. However, tickets are still created when sent with
the same subject.

Below are the logs: Hope you can help me identify.

Thanks!

LOGS

*1st email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is
CRITICAL **:*

[Mon Jun 15 14:01:27 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for
text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226)
[Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii
(/opt/rt3/lib/RT/I18N.pm:396)
[Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii
(/opt/rt3/lib/RT/I18N.pm:396)
[Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
transaction #37178 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
transaction #37179 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
transaction #37180 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
transaction #37181 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:01:27 2009] [debug]: About to prepare scrips for transaction
#37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Jun 15 14:01:27 2009] [debug]: Found 4 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Mon Jun 15 14:01:27 2009] [debug]: About to commit scrips for transaction
#37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon Jun 15 14:01:27 2009] [info]: <
rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net> #2410/37182 -
Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for
transaction #37183 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:01:28 2009] [info]: <
rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net> sent To:
rmp.dmd1229 at gmail.com Cc:  Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
[Mon Jun 15 14:01:28 2009] [info]: <
rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net> #2410/37182 -
Scrip 19  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Jun 15 14:01:28 2009] [debug]: We found a part. we want to record it.
(/opt/rt3/lib/RT/Action/SendEmail.pm:381)
[Mon Jun 15 14:01:28 2009] [debug]: We found an attachment. we want to not
record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378)
[Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8
(/opt/rt3/lib/RT/I18N.pm:396)
[Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8
(/opt/rt3/lib/RT/I18N.pm:396)
[Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for
transaction #37184 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:01:28 2009] [info]: <
rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net> sent To:  Cc:
Bcc: penaranda at echoworx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
[Mon Jun 15 14:01:28 2009] [info]: Ticket 2410 created in queue 'IT' by
rmp.dmd1229 at gmail.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)



*2nd email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is
CRITICAL ***


[Mon Jun 15 14:04:42 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for
text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226)
[Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii
(/opt/rt3/lib/RT/I18N.pm:396)
[Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii
(/opt/rt3/lib/RT/I18N.pm:396)
[Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
transaction #37185 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
transaction #37186 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
transaction #37187 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
transaction #37188 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:04:42 2009] [debug]: About to prepare scrips for transaction
#37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Jun 15 14:04:42 2009] [debug]: Found 4 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Mon Jun 15 14:04:43 2009] [debug]: About to commit scrips for transaction
#37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon Jun 15 14:04:43 2009] [info]: <
rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net> #2411/37189 -
Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Jun 15 14:04:43 2009] [debug]: About to think about scrips for
transaction #37190 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:04:43 2009] [info]: <
rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net> sent To:
rmp.dmd1229 at gmail.com Cc:  Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
[Mon Jun 15 14:04:43 2009] [info]: <
rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net> #2411/37189 -
Scrip 19  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Jun 15 14:04:44 2009] [debug]: We found a part. we want to record it.
(/opt/rt3/lib/RT/Action/SendEmail.pm:381)
[Mon Jun 15 14:04:44 2009] [debug]: We found an attachment. we want to not
record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378)
[Mon Jun 15 14:04:44 2009] [debug]: Guessed encoding: utf8
(/opt/rt3/lib/RT/I18N.pm:396)
[Mon Jun 15 14:04:44 2009] [debug]: Guessed encoding: utf8
(/opt/rt3/lib/RT/I18N.pm:396)
[Mon Jun 15 14:04:44 2009] [debug]: About to think about scrips for
transaction #37191 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Jun 15 14:04:44 2009] [info]: <
rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net> sent To:  Cc:
Bcc: penaranda at echoworx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
[Mon Jun 15 14:04:44 2009] [info]: Ticket 2411 created in queue 'IT' by
rmp.dmd1229 at gmail.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)
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From rfh at vialtus.com  Mon Jun 15 10:27:13 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 15 Jun 2009 15:27:13 +0100
Subject: [rt-users] help in creating Scrips
In-Reply-To: <61d255bb0906150710o2dba897eqb84d13f074944d1f@mail.gmail.com>
References: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>	
	<61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>	
	<61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>	
	<4A325916.6080406@vialtus.com>	
	<61d255bb0906120706t1929fbadpf98f161d3649cfac@mail.gmail.com>	
	<4A3266D9.8030709@vialtus.com>	
	<61d255bb0906121014s64b0678amdcc86464ea33e031@mail.gmail.com>	
	<4A360FDC.9050806@vialtus.com>
	<61d255bb0906150710o2dba897eqb84d13f074944d1f@mail.gmail.com>
Message-ID: <4A365A41.1070304@vialtus.com>

I think you are misunderstanding what merge actually mean, or I am 
misunderstanding you, when you merging you are making 2 tickets into 1, 
so the scrip we did will create a ticket then merge it into your 
existing **Problem** ticket, so as per the logs below if you search for 
ticket 2410 it should give you the original Problem ticket with the new 
ticket embedded.

Regards;
Roy

rmp dmd wrote:
>
> Thanks Raed. I changed it. However, tickets are still created when 
> sent with the same subject.
>  
> Below are the logs: Hope you can help me identify.
>  
> Thanks!
>  
> LOGS
>  
> _1st email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt 
> is CRITICAL **:_
>  
> [Mon Jun 15 14:01:27 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' 
> for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226)
> [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii 
> (/opt/rt3/lib/RT/I18N.pm:396)
> [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii 
> (/opt/rt3/lib/RT/I18N.pm:396)
> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for 
> transaction #37178 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for 
> transaction #37179 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for 
> transaction #37180 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for 
> transaction #37181 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for 
> transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:01:27 2009] [debug]: About to prepare scrips for 
> transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Mon Jun 15 14:01:27 2009] [debug]: Found 4 scrips 
> (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
> [Mon Jun 15 14:01:27 2009] [debug]: About to commit scrips for 
> transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
> [Mon Jun 15 14:01:27 2009] [info]: 
> <rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net 
> <mailto:rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net>> 
> #2410/37182 - Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for 
> transaction #37183 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:01:28 2009] [info]: 
> <rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net 
> <mailto:rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net>> 
> sent To: rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com> Cc:  
> Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
> [Mon Jun 15 14:01:28 2009] [info]: 
> <rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net 
> <mailto:rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net>> 
> #2410/37182 - Scrip 19  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Mon Jun 15 14:01:28 2009] [debug]: We found a part. we want to record 
> it. (/opt/rt3/lib/RT/Action/SendEmail.pm:381)
> [Mon Jun 15 14:01:28 2009] [debug]: We found an attachment. we want to 
> not record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378)
> [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 
> (/opt/rt3/lib/RT/I18N.pm:396)
> [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 
> (/opt/rt3/lib/RT/I18N.pm:396)
> [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for 
> transaction #37184 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:01:28 2009] [info]: 
> <rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net 
> <mailto:rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net>> 
> sent To:  Cc:  Bcc: penaranda at echoworx.com 
> <mailto:penaranda at echoworx.com> (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
> [Mon Jun 15 14:01:28 2009] [info]: Ticket 2410 created in queue 'IT' 
> by rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com> 
> (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)
>
>  
>  
> _2nd email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt 
> is CRITICAL **_
>  
>  
> [Mon Jun 15 14:04:42 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' 
> for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226)
> [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii 
> (/opt/rt3/lib/RT/I18N.pm:396)
> [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii 
> (/opt/rt3/lib/RT/I18N.pm:396)
> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for 
> transaction #37185 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for 
> transaction #37186 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for 
> transaction #37187 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for 
> transaction #37188 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for 
> transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:04:42 2009] [debug]: About to prepare scrips for 
> transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Mon Jun 15 14:04:42 2009] [debug]: Found 4 scrips 
> (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
> [Mon Jun 15 14:04:43 2009] [debug]: About to commit scrips for 
> transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
> [Mon Jun 15 14:04:43 2009] [info]: 
> <rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net 
> <mailto:rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net>> 
> #2411/37189 - Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Mon Jun 15 14:04:43 2009] [debug]: About to think about scrips for 
> transaction #37190 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:04:43 2009] [info]: 
> <rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net 
> <mailto:rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net>> 
> sent To: rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com> Cc:  
> Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
> [Mon Jun 15 14:04:43 2009] [info]: 
> <rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net 
> <mailto:rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net>> 
> #2411/37189 - Scrip 19  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Mon Jun 15 14:04:44 2009] [debug]: We found a part. we want to record 
> it. (/opt/rt3/lib/RT/Action/SendEmail.pm:381)
> [Mon Jun 15 14:04:44 2009] [debug]: We found an attachment. we want to 
> not record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378)
> [Mon Jun 15 14:04:44 2009] [debug]: Guessed encoding: utf8 
> (/opt/rt3/lib/RT/I18N.pm:396)
> [Mon Jun 15 14:04:44 2009] [debug]: Guessed encoding: utf8 
> (/opt/rt3/lib/RT/I18N.pm:396)
> [Mon Jun 15 14:04:44 2009] [debug]: About to think about scrips for 
> transaction #37191 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Mon Jun 15 14:04:44 2009] [info]: 
> <rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net 
> <mailto:rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net>> 
> sent To:  Cc:  Bcc: penaranda at echoworx.com 
> <mailto:penaranda at echoworx.com> (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
> [Mon Jun 15 14:04:44 2009] [info]: Ticket 2411 created in queue 'IT' 
> by rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com> 
> (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)


From rmp.dmd1229 at gmail.com  Mon Jun 15 11:01:25 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Mon, 15 Jun 2009 11:01:25 -0400
Subject: [rt-users] help in creating Scrips
In-Reply-To: <4A365A41.1070304@vialtus.com>
References: <61d255bb0906111244w4da5aa93v91969a80f33e9945@mail.gmail.com>
	<61d255bb0906112025w1e5f53c2xb08832bcad1914bd@mail.gmail.com>
	<61d255bb0906120558i7f374fe9l946d8c42512c55e6@mail.gmail.com>
	<4A325916.6080406@vialtus.com>
	<61d255bb0906120706t1929fbadpf98f161d3649cfac@mail.gmail.com>
	<4A3266D9.8030709@vialtus.com>
	<61d255bb0906121014s64b0678amdcc86464ea33e031@mail.gmail.com>
	<4A360FDC.9050806@vialtus.com>
	<61d255bb0906150710o2dba897eqb84d13f074944d1f@mail.gmail.com>
	<4A365A41.1070304@vialtus.com>
Message-ID: <61d255bb0906150801s108148d6m98fa0fbfab17ccf5@mail.gmail.com>

Thanks Raed. Your help is very much appreciated.

All is fine now.


On Mon, Jun 15, 2009 at 10:27 AM, Raed El-Hames <rfh at vialtus.com> wrote:

> I think you are misunderstanding what merge actually mean, or I am
> misunderstanding you, when you merging you are making 2 tickets into 1, so
> the scrip we did will create a ticket then merge it into your existing
> **Problem** ticket, so as per the logs below if you search for ticket 2410
> it should give you the original Problem ticket with the new ticket embedded.
>
>
> Regards;
> Roy
>
> rmp dmd wrote:
>
>>
>> Thanks Raed. I changed it. However, tickets are still created when sent
>> with the same subject.
>>  Below are the logs: Hope you can help me identify.
>>  Thanks!
>>  LOGS
>>  _1st email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is
>> CRITICAL **:_
>>  [Mon Jun 15 14:01:27 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8'
>> for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226)
>> [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37178 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37179 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37180 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37181 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for
>> transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to prepare scrips for
>> transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Mon Jun 15 14:01:27 2009] [debug]: Found 4 scrips
>> (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
>> [Mon Jun 15 14:01:27 2009] [debug]: About to commit scrips for transaction
>> #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
>> [Mon Jun 15 14:01:27 2009] [info]: <
>> rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net>> #2410/37182 -
>> Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for
>> transaction #37183 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:28 2009] [info]: <
>> rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19172-1245074487-524.2410-3-0 at data1.echoworx.net>> sent To:
>> rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com> Cc:  Bcc:
>>  (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>> [Mon Jun 15 14:01:28 2009] [info]: <
>> rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net>> #2410/37182
>> - Scrip 19  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Jun 15 14:01:28 2009] [debug]: We found a part. we want to record it.
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:381)
>> [Mon Jun 15 14:01:28 2009] [debug]: We found an attachment. we want to not
>> record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378)
>> [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for
>> transaction #37184 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:01:28 2009] [info]: <
>> rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19172-1245074487-1275.2410-19-0 at data1.echoworx.net>> sent To:
>>  Cc:  Bcc: penaranda at echoworx.com <mailto:penaranda at echoworx.com>
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>> [Mon Jun 15 14:01:28 2009] [info]: Ticket 2410 created in queue 'IT' by
>> rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>
>> (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)
>>
>>   _2nd email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt
>> is CRITICAL **_
>>   [Mon Jun 15 14:04:42 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8'
>> for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226)
>> [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37185 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37186 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37187 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37188 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for
>> transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:42 2009] [debug]: About to prepare scrips for
>> transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Mon Jun 15 14:04:42 2009] [debug]: Found 4 scrips
>> (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
>> [Mon Jun 15 14:04:43 2009] [debug]: About to commit scrips for transaction
>> #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
>> [Mon Jun 15 14:04:43 2009] [info]: <
>> rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net>> #2411/37189 -
>> Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Jun 15 14:04:43 2009] [debug]: About to think about scrips for
>> transaction #37190 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:43 2009] [info]: <
>> rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19317-1245074683-948.2411-3-0 at data1.echoworx.net>> sent To:
>> rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com> Cc:  Bcc:
>>  (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>> [Mon Jun 15 14:04:43 2009] [info]: <
>> rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net>> #2411/37189
>> - Scrip 19  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Mon Jun 15 14:04:44 2009] [debug]: We found a part. we want to record it.
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:381)
>> [Mon Jun 15 14:04:44 2009] [debug]: We found an attachment. we want to not
>> record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378)
>> [Mon Jun 15 14:04:44 2009] [debug]: Guessed encoding: utf8
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:04:44 2009] [debug]: Guessed encoding: utf8
>> (/opt/rt3/lib/RT/I18N.pm:396)
>> [Mon Jun 15 14:04:44 2009] [debug]: About to think about scrips for
>> transaction #37191 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Mon Jun 15 14:04:44 2009] [info]: <
>> rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net <mailto:
>> rt-3.4.5-19317-1245074683-272.2411-19-0 at data1.echoworx.net>> sent To:
>>  Cc:  Bcc: penaranda at echoworx.com <mailto:penaranda at echoworx.com>
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>> [Mon Jun 15 14:04:44 2009] [info]: Ticket 2411 created in queue 'IT' by
>> rmp.dmd1229 at gmail.com <mailto:rmp.dmd1229 at gmail.com>
>> (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)
>>
>
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From mirebob at gmail.com  Mon Jun 15 11:18:46 2009
From: mirebob at gmail.com (=?ISO-8859-1?Q?R=E9mi?=)
Date: Mon, 15 Jun 2009 17:18:46 +0200
Subject: [rt-users] Question on use of Category in a scrip
In-Reply-To: <65925762-EE70-4376-8B9A-0ED8EBAD676E@bestpractical.com>
References: <4A2E8C15.2070605@lbl.gov>
	<20090609162420.GN26770@bestpractical.com> <4A2EA940.5080506@lbl.gov>
	<20090609185644.GF5107@72-60-82-231.pools.spcsdns.net>
	<4A2EC233.4050203@lbl.gov>
	<5a4fb0f70906100812pdbd14e9v3c381228b061d81@mail.gmail.com>
	<65925762-EE70-4376-8B9A-0ED8EBAD676E@bestpractical.com>
Message-ID: <5a4fb0f70906150818s1d3ba9f6jf724fe2d909aab6d@mail.gmail.com>

I agree that it might be good to have this information in the Wiki. But the
solution I proposed is probably not the better one and could cause some
unwanted load on the system.

Even if we can't access the "CF Category" directly by the RT API, I 'm sure
we can do it with a simple sql query,
I'm a bit confused with the RT DB schema to do it fast, I will work on it
when I have some time.
If somebody can help me doing this, it will be welcome.


2009/6/11 Cassandra Phillips-Sears <cassandra at bestpractical.com>

> It might be good if someone could update the wiki with this code, but I
> don't think I should be the one to do it as I'm not a programmer. ;) I think
> it might be helpful for others trying to answer this question in the future.
> --
> Cassandra Phillips-Sears
> Office Manager
> Best Practical Solutions, LLC
> http://www.bestpractical.com
>
> On Jun 10, 2009, at 11:12 AM 6/10/09, R?mi wrote:
>
> Hi Ken,
>
> here is the code I use to do what you want (quite painful like Jesse says
> ...)
>
> my $CustomFieldObj = RT::CustomField->new($_[0]->CurrentUser);
> $CustomFieldObj->LoadById($field);
> my $CFVs = $CustomFieldObj->Values;
> while ($CFVs and my $value = $CFVs->Next ) {
>        if ($value->Name eq $_[0]->FirstCustomFieldValue($field)){
>                    return $value->Category;
>         }
> }
>
> ($_[0] is a the Ticket object and $field is the CF id)
>
>
> R?mi
>
>
> 2009/6/9 Ken Crocker <kfcrocker at lbl.gov>
>
>>  Jesse,
>>
>>
>>     Painful?? Please explain. I'd love to hear it.
>>
>> Kenn
>> LBNL
>>
>> On 6/9/2009 11:56 AM, Jesse Vincent wrote:
>>
>> On Tue  9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
>>
>>
>>  Jesse,
>>
>>     I was thinking that that particular command gave me the Custom Field value
>> only. I don't see where the "category" value for that CF can be determined from
>> that code.
>>
>>
>>  Indeed. I misread your question.  Category is an attribute of the
>> CustomFieldValue, itself.   Getting at it will require some more work
>> and will be a bit painful
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
>
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From slane at cedvalinfo.com  Mon Jun 15 11:54:29 2009
From: slane at cedvalinfo.com (Simon Lane)
Date: Mon, 15 Jun 2009 11:54:29 -0400
Subject: [rt-users] Custom SQl - RT Handle
Message-ID: <E001A4A9C33DB84A821435EE57E035EC014F9175@dd1.freewire.ca>

In RT 3.6.4, I had the following working well:

 

my $dbh = $RT::Handle->dbh; 
my $query_text = "SELECT ID FROM TICKETS WHERE ID >= 32394 AND ID <= 32396";

my $cursor = $dbh->prepare($query_text); 
$cursor->bind_columns( undef, \$ticket_id); 
$cursor->execute(); 
while ($cursor->fetch())

..

 

This is no longer working no that we upgraded to 3.8.3.  I thought that the
solution might be:

 

my $dbh = $RT->DatabaseHandle;

..

 

But I get :  

 

Global symbol "$RT" requires explicit package name

 

Which I did not get before.. I have tried some variations on the above, but
don't seem to get anywhere.  

Anyone have any ideas ?

Thanks.

 

-- 

Simon Lane



 

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From rmp.dmd1229 at gmail.com  Mon Jun 15 12:17:13 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Mon, 15 Jun 2009 12:17:13 -0400
Subject: [rt-users] Requestor eMail
Message-ID: <61d255bb0906150917o7cff7436u59b928dc0f6a4300@mail.gmail.com>

Hi Experts,

Is there a way to ignore (do not create ticket, do not send
auto-reply) request from Mailer_daemon at domain.com?

Thanks!
Roehl
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From rmp.dmd1229 at gmail.com  Mon Jun 15 12:22:04 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Mon, 15 Jun 2009 12:22:04 -0400
Subject: [rt-users] Requestor is user1@domain1.com
Message-ID: <61d255bb0906150922j6a09fe22ice9f5eaac32bca1f@mail.gmail.com>

Hi Experts,

On Create, on comment on Resolv, a notification is sent to the requestor.

If I my requestor is user1 at domain1.com, how can I set it to do not send
notification.


Thanks!
Roehl
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From mr.vandeley at gmail.com  Mon Jun 15 12:53:43 2009
From: mr.vandeley at gmail.com (=?ISO-8859-1?Q?Adolfo_Mena_Gonz=E1lez?=)
Date: Mon, 15 Jun 2009 13:53:43 -0300
Subject: [rt-users] Fwd: CustomFileds rights ignored after upgrade
In-Reply-To: <87fa72960906131829r45b4b96ej178a2a0c850d7983@mail.gmail.com>
References: <87fa72960906131829r45b4b96ej178a2a0c850d7983@mail.gmail.com>
Message-ID: <87fa72960906150953v3b772672y97c85ddf4be05c60@mail.gmail.com>

Is there anything else I can send to you so I can get some help?

I have a custom field that has rights only for a group of privileged
users. On 3.8.2 this is working fine. After upgrade to 3.8.3/3.8.4
that custom field can be seen by unprivileged users also. Rights
configuration for that custom field is the same.

Anyway, hope someone can help on this.  I?d like to upgrade to the
last version if possible.


---------- Forwarded message ----------
From: Adolfo Mena Gonz?lez <mr.vandeley at gmail.com>
Date: 2009/6/13
Subject: CustomFileds rights ignored after upgrade
To: RT-Users at lists.bestpractical.com


Hello,
I completed the upgrade from 3.8.2 to 3.8.3 and also the upgrade to
RTFM 2.4.2. Everything seems to be fine, but after logging as an
unprivileged user I see CustomFields that user has no rights on. I had
no problem with those rights on 3.8.2.
Just in case also did the upgrade to 3.8.4 but issue remains.
Fortunately I am running RT on a virtual machine so before upgrading I
did a snapshot so I can go back to 3.8.2.
Where I can search for a solution this problem?

Thanks,


From mirebob at gmail.com  Mon Jun 15 12:54:02 2009
From: mirebob at gmail.com (=?ISO-8859-1?Q?R=E9mi?=)
Date: Mon, 15 Jun 2009 18:54:02 +0200
Subject: [rt-users] Requestor is user1@domain1.com
In-Reply-To: <61d255bb0906150922j6a09fe22ice9f5eaac32bca1f@mail.gmail.com>
References: <61d255bb0906150922j6a09fe22ice9f5eaac32bca1f@mail.gmail.com>
Message-ID: <5a4fb0f70906150954r47707a23r2ef58938736cb9fb@mail.gmail.com>

take a look at the wiki http://wiki.bestpractical.com
http://wiki.bestpractical.com/view/OnCreateAutoReplyException



2009/6/15 rmp dmd <rmp.dmd1229 at gmail.com>

> Hi Experts,
>
> On Create, on comment on Resolv, a notification is sent to the requestor.
>
> If I my requestor is user1 at domain1.com, how can I set it to do not send
> notification.
>
>
> 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
>
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From ggreene at minervanetworks.com  Mon Jun 15 12:55:47 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Mon, 15 Jun 2009 09:55:47 -0700
Subject: [rt-users] KDE/Konqueror, RT attachments, and OpenOffice
In-Reply-To: <1244833200.4425.38.camel@appserver-wn.dainty.ca>
References: <1244833200.4425.38.camel@appserver-wn.dainty.ca>
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B023C76D1@scmail-00.minervanetworks.com>

________________________________

	From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of BJ Blanchard
	Sent: Friday, June 12, 2009 12:00 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] KDE/Konqueror, RT attachments, and OpenOffice
	
	
	I've come across an interesting problem which is not specific to RT, but is related to viewing certain attachments in RT via the Konqueror browser - thought I would share my experience here to save others the pain.  Specifically I think its a bug in Konqueror and I'll be posting as a bug in bugs.kde.org as well.
	
	A few of my users were complaining about RT being slow - and after some testing I found that firefox was the issue - and switching them to konqueror (3.5.10) made a huge difference - its very fast by comparison.
	
	But with konqueror - Ticket attachments for OpenOffice documents (odt, ods, doc, xls, etc) wouldn't open.  Specifically OpenOffice would generate this message: "Error reading data from the Internet.  Server error message: 503 Service Unavailable."
	
	After alot of digging, I found that the problem lies in the Exec line in the system ".desktop" files.
	
	OpenOffice can handle URLs, so the Exec line is defined under (k)ubuntu in ooo-writer.desktop as:
	
	Exec=ooffice -writer %U
	
	Konqueror uses kioexec for downloading, which follows the conventions defined here: http://standards.freedesktop.org/desktop-entry-spec/latest/ar01s06.html , and thus launches OpenOffice with the http URL of the link to the attachment.  Because there are no authentication credentials, OO cannot access the URL thus the 503 error.
	
	Changing the desktop entry to use "%f" instead of "%U" fixes the problem - the file gets saved to a temp directory and OpenOffice launches with a local document - which is how firefox behaves.
	
	But this breaks things like sftp:// urls because it downloads the file - even though OpenOffice can handle sftp urls properly.
	
	So konqueror, being both a file browser and a web browser, has adopted a common approach to URL handling which doesn't work in the real world (of authenticated web sessions).
	
	-Bob  
	 

The 3.5 tree of KDE is no longer being actively maintained. Can you please run these tests on a system running KDE 4.3 beta 2? This would help make sure that the issue is still present and needs dealt with. Also, please file it under KIO in KDE's bugzilla.
 
/me takes his KDE developer hat off now....

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


 
 
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From mysublists at gmail.com  Mon Jun 15 14:40:35 2009
From: mysublists at gmail.com (Linux student)
Date: Tue, 16 Jun 2009 00:40:35 +0600
Subject: [rt-users] Need help regarding AutoReject template
Message-ID: <4A3695A3.8050909@gmail.com>

Hi,

Is there any RT doc for Autoreject template?

Thanks.


From ruslan.zakirov at gmail.com  Mon Jun 15 17:03:42 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 16 Jun 2009 01:03:42 +0400
Subject: [rt-users] Need help regarding AutoReject template
In-Reply-To: <4A3695A3.8050909@gmail.com>
References: <4A3695A3.8050909@gmail.com>
Message-ID: <589c94400906151403i378815a7ufe8615902cc8d71f@mail.gmail.com>

There is no default AutoReject template in the RT.

On Mon, Jun 15, 2009 at 10:40 PM, Linux student<mysublists at gmail.com> wrote:
> Hi,
>
> Is there any RT doc for Autoreject template?
>
> 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  Mon Jun 15 17:53:39 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 16 Jun 2009 01:53:39 +0400
Subject: [rt-users] RT 3.8.2 - Quick Search and RTIR dashboard matrix's
In-Reply-To: <115181620906090742k3596ae93sa35981b9339e7cb9@mail.gmail.com>
References: <115181620906090742k3596ae93sa35981b9339e7cb9@mail.gmail.com>
Message-ID: <589c94400906151453k438d55cdp7653ef67033c4627@mail.gmail.com>

On Tue, Jun 9, 2009 at 6:42 PM, MarcAnthony
Barrette<marcanthony.barrette at theportalgrp.com> wrote:
> Hello
>
> Is there a way I can customize dashboards like the RTIR Queues Summary &
> Quick Search.
>
> I would like to have? my saved searched report roll up numbers in each
> category; then when clicking the number in the row it expands to the detail
> list.
>
> An example would be :
>
> Severity 1 Tickets by Queue, Tickets by Owner, Tickets by Group ect..

I think you have to code for this. You can use mentioned portlets as examples.

> Also is it possible to have the 'Quick Search' Queue dashboard include RTIR
> queue's as well in RT?

RTIR has it's quick search analogue (/RTIR/Elements/QueueSummary) cuz
RT's quick search is not suitable for RTIR's queues. It's displayed by
defult on RTIR home page, don't you see it?

>
> Please Advise,
> --MarcAnthony
>
> MarcAnthony Barrette
> Sr. Technical Support Manager
> e. MarcAnthony.Barrette at ThePortalGrp.com
> e. MarcAnthony_Barrette at Toyota.com
> m. 415.350.1143
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 vincent at 4pm.ie  Tue Jun 16 06:51:19 2009
From: vincent at 4pm.ie (Vincent Beau)
Date: Tue, 16 Jun 2009 11:51:19 +0100
Subject: [rt-users] Concatenation of two strings in Query Builder
Message-ID: <4A377927.5040805@4pm.ie>

Hello,

my RT config needs a dedicated queue for some users.

Each of these queues is named as the following 4<username> (ex: for me 
it would be "4Vincent")

I need to make a general search query giving the message list in the 
user's dedicated queue.

Where I'm stuck is about the syntax in itself.

     Queue = '4'.'__CurrentUser__'

Tells me:

     Wrong query, expecting a AGGREGATOR in 'Queue = 
'4'>.<--here'__CurrentUser__''

     Queue = '4', '__CurrentUser__'

Tells me:

     Wrong query, expecting a AGGREGATOR in 'Queue = 
'4',>'__CurrentUser__'<--here'

I don't get it, does anyone knows how to concatenate two strings in the 
Advanced Query builder ?

Best regards,

Vincent Beau

-- 
Vincent Beau
Project Manager - 4PM
vincent at 4pm.ie



From ephemeric at gmail.com  Tue Jun 16 08:28:33 2009
From: ephemeric at gmail.com (Robert Gabriel)
Date: Tue, 16 Jun 2009 14:28:33 +0200
Subject: [rt-users] Organization Name Change Caused New Ticket Instead
	of Adding Correspondence
In-Reply-To: <589c94400906150252m3525f37cs2fce6228be8e1c09@mail.gmail.com>
References: <f264897d0906110808p6a3d1bc8j788f0fe8663701e0@mail.gmail.com>
	<f264897d0906110832u78709bapf9db20048a67afcd@mail.gmail.com>
	<589c94400906150252m3525f37cs2fce6228be8e1c09@mail.gmail.com>
Message-ID: <f264897d0906160528p7495f3a4k46bedc74082abcee@mail.gmail.com>

Thank you very much, this is what I was hoping for.

2009/6/15 Ruslan Zakirov <ruslan.zakirov at gmail.com>:
> http://wiki.bestpractical.com/view/RenameInstance
>
> On Thu, Jun 11, 2009 at 7:32 PM, Robert Gabriel<ephemeric at gmail.com> wrote:
>> Hi all,
>>
>> Very new with RT and already in trouble.
>>
>> I upgraded from 3.4.4 to 3.8.2. Things look good.
>>
>> But I foolishly made the following changes without realising the consequences:
>>
>> old:
>> Set($rtname, 'CompanyName');
>> Set($Organization, 'CompanyName');
>>
>> new:
>> Set($rtname, 'Company Name');
>> Set($Organization, 'Company Name');
>>
>> which caused a new ticket to be created instead of adding the correspondence
>> to the existing ticket with the old subject header because of the now
>> mismatched subject header.
>>
>> Please tell me I can fix this?
>>
>> I've changed it back and things seem good again but how can I merge
>> the new tickets created
>> with the old ones?
>>
>> Any help will be highly 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
>>
>
>
>
> --
> Best regards, Ruslan.
>


From guadagnino.cristiano at creval.it  Tue Jun 16 08:57:05 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Tue, 16 Jun 2009 14:57:05 +0200
Subject: [rt-users] R: R:  Scrip does not send email
In-Reply-To: <4A311FDE.5000603@lbl.gov>
References: <E715467A47D6E0479B59B4A238A4F6D8070384A11C@MBXCCR2.d1.bkd>
	<4A311775.8070600@lbl.gov>
	<E715467A47D6E0479B59B4A238A4F6D8070384A169@MBXCCR2.d1.bkd>
	<4A311FDE.5000603@lbl.gov>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D8070384A2DF@MBXCCR2.d1.bkd>

Hi,
I want to let everybody know that I solved my problem: I had to change the action from "Notify requestors" to "Autoreply to requestors". Don't ask me why, but this is working wonderfully now. I'll add this to the wiki just in case someone wants to follow the same route (rejecting mail-generated tickets if a mandatory CF is missing).

Bye
Cris

Da: Ken Crocker [mailto:kfcrocker at lbl.gov]
Inviato: gioved? 11 giugno 2009 17.17
A: Guadagnino Cristiano
Cc: rt-users at lists.bestpractical.com
Oggetto: Re: R: [rt-users] Scrip does not send email

Guad,

    IF that person IS getting other emails, is it from the same queue? But I think you're right. It is somewhere else, but NOT the scrip. The scrip is fine.

Kenn
LBNL

On 6/11/2009 7:46 AM, Guadagnino Cristiano wrote:
Hi Ken!

Yes, the ticket status got changed to "rejected".
I'll look at the rights, but that same user receives a notification email if I "take" one of his tickets, so I'm inclined to think the problem is elsewhere.

Thank you!

Bye
Cris

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From guadagnino.cristiano at creval.it  Tue Jun 16 09:08:27 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Tue, 16 Jun 2009 15:08:27 +0200
Subject: [rt-users] text/plain attachments instead of mail body
Message-ID: <E715467A47D6E0479B59B4A238A4F6D8070384A2E2@MBXCCR2.d1.bkd>

Hi all,
I am seeing a strange behaviour of RT (3.8.4, but I'm seeing this since out first installation which was 3.8.2).
I found other reports of this behaviour, but all were very old threads.

Here it is: when someone sends a mail with a text/plain attachment, I see it correctly in RT; but then RT triggers an email to AdminCCs notifying them of the new ticket. Well, the latter email contains the original attachment as body, and it contains the original text as an html attachment.

Does anybody else see this behaviour?

TIA
Cris
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From guadagnino.cristiano at creval.it  Tue Jun 16 09:12:06 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Tue, 16 Jun 2009 15:12:06 +0200
Subject: [rt-users] StrictACL or StrictLinkACL?
Message-ID: <E715467A47D6E0479B59B4A238A4F6D8070384A2E4@MBXCCR2.d1.bkd>

Some time ago I reported a problem when merging two ticket, one of which was unowned.
I got a reply from Jesse, telling me to use StrictACL=0 in SiteConfig, which indeed worked.
Now I see that StrictACL is NOT documented in RT_Config.pm, while StrictLinkACL is. However, both seem to be non-functional in 3.8.4. Can someone please confirm?

TIA
Bye
Cris
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From johnathan.bell at baker.edu  Tue Jun 16 09:27:48 2009
From: johnathan.bell at baker.edu (Johnathan Bell)
Date: Tue, 16 Jun 2009 09:27:48 -0400
Subject: [rt-users] Scripted modifications to RT's Database or
	LDAP	Group Synchronization?
In-Reply-To: <E09CC14E-F6CE-4DE1-8C63-7D8935C05737@bestpractical.com>
References: <4A0DBAE2.6080408@baker.edu>
	<087804AA-2EE4-477C-8BDA-F5E35B2D34FD@bestpractical.com>
	<4A0EAD5D.1050701@baker.edu>
	<E09CC14E-F6CE-4DE1-8C63-7D8935C05737@bestpractical.com>
Message-ID: <9CAF8B14-07CB-49D5-85D5-CF9CECC6E737@baker.edu>

Thanks, that works.

On May 16, 2009, at 1:31 PM, Kevin Falcone wrote:

>
> On May 16, 2009, at 8:11 AM, Johnathan Bell wrote:
>
>> Ah, I was afraid that would be the answer. I suppose using the API is
>> more future-ready anyway. Thanks for the clear and concise answer. It
>> looks like the Perl API is documented in the RT::OnlineDocs  
>> extension,
>> is this the best way to access it?
>
> perldoc /opt/rt3/lib/RT/*.pm is my preferred method
>
>> I also couldn't find any
>> documentation for the REST API on the wiki, where would I find docs
>> for
>> this?
>
> http://wiki.bestpractical.com/view/REST
> /opt/rt3/bin/rt help
>
> -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

--
Johnathan Bell
Internet System Administrator, Baker College

Office Phone: 810-766-4097
Office Hours: 7A - 4P Eastern, M-F



From jbaker at wgm.us  Tue Jun 16 09:58:08 2009
From: jbaker at wgm.us (Jon Baker)
Date: Tue, 16 Jun 2009 08:58:08 -0500
Subject: [rt-users] rt-mailgate undefined server error for only one user
Message-ID: <680AE2A6-C85D-4246-88D4-B052A584F114@wgm.us>

I'm having a sudden problem with rt-mailgate that is extremely  
puzzling to me, and I'm hoping I can get some guidance as to where to  
look to solve this problem.

I have mailgate set up on our local network so that rtq+programming-web at elmer.wgm 
, for example, is configured to send the incoming e-mail as a new  
ticket in the programming-web queue:

rtq:         	"|/usr/sbin/rt-mailgate --extension queue --action  
correspond --url http://alpha/rt/ --debug"

(I added the --debug this morning hoping to get more information on  
this problem)

I have a user whose messages to this address are returning the  
following error in the maillog:

alpha postfix/local[1521]: EF498880DA: to=<rtq+programming- 
web at elmer.wgm>, relay=local, delay=53746, delays=53563/0.08/0/183,  
dsn=4.3.0, status=deferred (temporary failure. Command output: /usr/ 
sbin/rt-mailgate: temp file is '/tmp/36HC1MaNJp' /usr/sbin/rt- 
mailgate: connecting to http://alpha/rt//REST/1.0/NoAuth/mail-gateway  
An Error Occurred =================  500 read timeout  /usr/sbin/rt- 
mailgate: undefined server error )

What happens is that a ticket is created but the message goes back  
into the mail queue and tries again.  This morning there were about 15  
identical tickets and counting.  The same thing happened yesterday.   
It may also be limited to this single queue, as this user primarily  
enters tickets via mailgate.  The message appears to be submitted  
three minutes before the error, so it clearly is timing out for some  
reason, but I can't figure out why.

Where it gets odd is, if I send a message to the queue using the same  
to address (but my from address), it works fine:

alpha postfix/local[1641]: 9392A880DB: to=<rtq+programming- 
web at elmer.wgm>, relay=local, delay=6.8, delays=0.43/0.09/0/6.3,  
dsn=2.0.0, status=sent (delivered to command: /usr/sbin/rt-mailgate -- 
extension queue --action correspond --url http://alpha/rt/ --debug)

so it only appears to be this one user.  I don't see any errors in the  
rt log, just that the ticket was successfully created.  I have  
$LogToFile set to 'debug'.  We both have the same permissions (and  
"everyone" is able to create tickets.  Of course, it's not the ticket  
creation that's failing, obviously)

It's possible it could be a mail agent difference I suppose, I'm using  
Mac Mail and she is using Outlook.

Any ideas where I need to look to solve this?
-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From slane at cedvalinfo.com  Tue Jun 16 10:05:03 2009
From: slane at cedvalinfo.com (Simon Lane)
Date: Tue, 16 Jun 2009 10:05:03 -0400
Subject: [rt-users] Custom SQl - RT Handle
In-Reply-To: <E001A4A9C33DB84A821435EE57E035EC014F9175@dd1.freewire.ca>
References: <E001A4A9C33DB84A821435EE57E035EC014F9175@dd1.freewire.ca>
Message-ID: <E001A4A9C33DB84A821435EE57E035EC014F9251@dd1.freewire.ca>

Does anyone know how to use the $RT->DatabaseHandle for the example below ?
I really have no clue and am not sure where to look.

Thanks.

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Simon Lane
Sent: June 15, 2009 11:54 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Custom SQl - RT Handle

 

In RT 3.6.4, I had the following working well:

 

my $dbh = $RT::Handle->dbh; 
my $query_text = "SELECT ID FROM TICKETS WHERE ID >= 32394 AND ID <= 32396";

my $cursor = $dbh->prepare($query_text); 
$cursor->bind_columns( undef, \$ticket_id); 
$cursor->execute(); 
while ($cursor->fetch())

..

 

This is no longer working no that we upgraded to 3.8.3.  I thought that the
solution might be:

 

my $dbh = $RT->DatabaseHandle;

..

 

But I get :  

 

Global symbol "$RT" requires explicit package name

 

Which I did not get before.. I have tried some variations on the above, but
don't seem to get anywhere.  

Anyone have any ideas ?

Thanks.

 

-- 

Simon Lane

 

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From elton.fenner at al.rs.gov.br  Tue Jun 16 10:44:03 2009
From: elton.fenner at al.rs.gov.br (Elton S. Fenner)
Date: Tue, 16 Jun 2009 11:44:03 -0300
Subject: [rt-users] Announce mode - simular to MaintenanceMode
Message-ID: <4A37AFB3.4000001@al.rs.gov.br>


Hi folks

First i would like to say thanks to the developers of RT.
That said I would like to use some more knowledge of you experts.

What i'm looking for is something similar to Maintenance Mode 
(http://wiki.bestpractical.com/view/MaintenanceMode) but *not* lock the 
access to the RT SelfService.

I'll explain an example to give you a picture what i want.
If my mail server goes down i would like to tell users that come to RT 
SelfService to open tickets that my mail server is down and will come up 
again in probably XX minutes or at defined time avoiding users to open 
tickets about mail failure. The users see the message and after a few 
seconds they are redirected to the RT SelfService allowing them to open 
tickets normally.

Can someone point me some wiki or link to where i can read further to 
achieve this?

Thanks in advance.



-- 
Elton S. Fenner,
Analista de Rede,
Assembl?ia Legislativa do RS.
+55 51 3210-1249


From johnathan.bell at baker.edu  Tue Jun 16 11:14:04 2009
From: johnathan.bell at baker.edu (Johnathan Bell)
Date: Tue, 16 Jun 2009 11:14:04 -0400
Subject: [rt-users] How ACL/E info needed and question about accessing a
	queue in Perl API?
Message-ID: <1EDA79DB-4468-4973-864C-9396051C9E25@baker.edu>

I'm trying to modify some ACL's from a script. In particular, the user- 
created group access rights for queues. Looking at the database, and  
docs, it seems that ACE's only reference PrincipalID's.

My first question is, is what I just said true? Second, does the Id()  
function of many (all?) objects return the same ID that needs to go  
into the ACE in the ACL? Third... How do I load an existing queue in  
the Perl API? For instance, to load a Group, I can:

--snip--
     my $groupObj = new RT::Group($currentUser);
     $groupObj->LoadUserDefinedGroup($groupName);
--/snip--

and then reference the $groupObj for it's name, id, members, and so  
on... How can I do this for a queue?

Is there something similar for queues, or do I need to attack this  
from a different angle? The docs for queue and queues don't indicate  
this is so, so I'm guessing that I need to go some other route. How do  
I go about getting a queue into an RT::Queue variable?

thanks,
Johnathan

--
Johnathan Bell
Internet System Administrator, Baker College



From ruslan.zakirov at gmail.com  Tue Jun 16 11:25:59 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 16 Jun 2009 19:25:59 +0400
Subject: [rt-users] How ACL/E info needed and question about accessing a
	queue in Perl API?
In-Reply-To: <1EDA79DB-4468-4973-864C-9396051C9E25@baker.edu>
References: <1EDA79DB-4468-4973-864C-9396051C9E25@baker.edu>
Message-ID: <589c94400906160825m697517bej718071b79e5558a5@mail.gmail.com>

On Tue, Jun 16, 2009 at 7:14 PM, Johnathan Bell<johnathan.bell at baker.edu> wrote:
> I'm trying to modify some ACL's from a script. In particular, the user-
> created group access rights for queues. Looking at the database, and
> docs, it seems that ACE's only reference PrincipalID's.

Example of adding ACL you can find in lib/RT/Handle.pm, there is big
funtions that turns etc/initialdata files into records in the DB.
Also, search for GrantRight method that is more suitable.


> My first question is, is what I just said true? Second, does the Id()
> function of many (all?) objects return the same ID that needs to go
> into the ACE in the ACL? Third... How do I load an existing queue in
> the Perl API? For instance, to load a Group, I can:
>
> --snip--
> ? ? my $groupObj = new RT::Group($currentUser);
> ? ? $groupObj->LoadUserDefinedGroup($groupName);
> --/snip--
>
> and then reference the $groupObj for it's name, id, members, and so
> on... How can I do this for a queue?
Pretty similar using ->Load method:

my $queue_obj = RT::Queue->new( $current_user );
$queue_obj->Load( $name || $qid );

>
> Is there something similar for queues, or do I need to attack this
> from a different angle? The docs for queue and queues don't indicate
> this is so, so I'm guessing that I need to go some other route. How do
> I go about getting a queue into an RT::Queue variable?
>
> 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 samir.marhoum at gmail.com  Tue Jun 16 12:58:35 2009
From: samir.marhoum at gmail.com (samir marhoum)
Date: Tue, 16 Jun 2009 17:58:35 +0100
Subject: [rt-users] Large attachments - how to warn user before dropped
In-Reply-To: <378a2ec80906111202v5214f08ds4a90ed857a8ba331@mail.gmail.com>
References: <378a2ec80906111202v5214f08ds4a90ed857a8ba331@mail.gmail.com>
Message-ID: <378a2ec80906160958u55e35e59rc317fecbfff873de@mail.gmail.com>

Hi,
Can anyone answer my request ? please.

>
> I need the changes made to Create.html to notify users that the attachment
> has not been added because it exceeds the Max size.
>
> Thanks in advance.
>
> For the Update.html, I used the code from Eric Shultz and it works fine.
>
> My RT version is 3.8.1
>
> Best regards.
>
>
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From kfcrocker at lbl.gov  Tue Jun 16 16:05:29 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 16 Jun 2009 13:05:29 -0700
Subject: [rt-users] Set QueueId on Owner Change if new owner in other Queue
Message-ID: <4A37FB09.9030402@lbl.gov>

To List,


I'm thinking of writing a scrip that would automatically change the 
QueueID of a ticket if it was taken/stolen by a user of a different 
queue. Has anyone ever done anything like this? Does anyone have any 
ideas? Thanks.


Kenn
LBNL


From jbaker at wgm.us  Tue Jun 16 16:24:29 2009
From: jbaker at wgm.us (Jon Baker)
Date: Tue, 16 Jun 2009 15:24:29 -0500
Subject: [rt-users]  rt-mailgate undefined server error for only one user
Message-ID: <FE4C0541-A4F3-4293-8885-88D03CDD7D47@wgm.us>

I've narrowed it down to the Create Ticket command in Email.pm:

         my ( $id, $Transaction, $ErrStr ) = $Ticket->Create(
             Queue     => $SystemQueueObj->Id,
             Subject   => $Subject,
             Requestor => \@Requestors,
             Cc        => \@Cc,
             MIMEObj   => $Message
         );

If I comment out the MIMEObj line then the function returns without  
issue.  I'm thinking it is something wrong with my MIME parser, but I  
don't know the best way to go about fixing it - is there a perl module  
that I should re-install?

If I set the timeout to 600 then it does seem to go through sometimes  
- but I know that letting it take 10 minutes implies there's a deeper  
problem somewhere, I'm hoping someone can point me in the right  
direction to get this solved.

We updated to FC11 from FC10 on Friday, if that matters, although I  
have a separate system that is also running RT that I'm able to send  
the same message into without issue (I have successfully caught the  
raw message and am able to attempt to send it through rt-mailgate via  
the command line)
-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From falcone at bestpractical.com  Tue Jun 16 16:49:24 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 16 Jun 2009 16:49:24 -0400
Subject: [rt-users] StrictACL or StrictLinkACL?
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D8070384A2E4@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D8070384A2E4@MBXCCR2.d1.bkd>
Message-ID: <20A555D4-F14B-42FA-A868-F0A35EC07B33@bestpractical.com>

On Jun 16, 2009, at 9:12 AM, Guadagnino Cristiano wrote:

> Some time ago I reported a problem when merging two ticket, one of  
> which was unowned.
> I got a reply from Jesse, telling me to use StrictACL=0 in  
> SiteConfig, which indeed worked.
> Now I see that StrictACL is NOT documented in RT_Config.pm, while  
> StrictLinkACL is. However, both seem to be non-functional in 3.8.4.  
> Can someone please confirm?

It has been StrictLinkACL since it was introduced in 3.6
In 3.8, you need to be sure to use Set($StrictLinkACL,0);

-kevin


From falcone at bestpractical.com  Tue Jun 16 16:54:28 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 16 Jun 2009 16:54:28 -0400
Subject: [rt-users] Requestor eMail
In-Reply-To: <61d255bb0906150917o7cff7436u59b928dc0f6a4300@mail.gmail.com>
References: <61d255bb0906150917o7cff7436u59b928dc0f6a4300@mail.gmail.com>
Message-ID: <8BC5DE9D-6B87-44AD-9390-C46E8DBEB520@bestpractical.com>


On Jun 15, 2009, at 12:17 PM, rmp dmd wrote:

> Is there a way to ignore (do not create ticket, do not send auto- 
> reply) request from Mailer_daemon at domain.com?

Filter it before it gets to rt-mailgate, otherwise once you get to  
Scrips,
the ticket has already been created.

I believe someone else has already pointed you at the wiki for not  
autoreplying

-keivn



From falcone at bestpractical.com  Tue Jun 16 16:55:13 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 16 Jun 2009 16:55:13 -0400
Subject: [rt-users] Concatenation of two strings in Query Builder
References: <AEE24C74-2238-4A02-952F-177F14E06E43@bestpractical.com>
Message-ID: <B1857AD2-74D4-4C3B-92CE-2CF0CD9B9204@bestpractical.com>

On Jun 16, 2009, at 6:51 AM, Vincent Beau wrote:

> my RT config needs a dedicated queue for some users.
>
> Each of these queues is named as the following 4<username> (ex: for me
> it would be "4Vincent")
>
> I need to make a general search query giving the message list in the
> user's dedicated queue.
>
> Where I'm stuck is about the syntax in itself.
>
>    Queue = '4'.'__CurrentUser__'
>
> Tells me:
>
>    Wrong query, expecting a AGGREGATOR in 'Queue =
> '4'>.<--here'__CurrentUser__''
>
>    Queue = '4', '__CurrentUser__'
>
> Tells me:
>
>    Wrong query, expecting a AGGREGATOR in 'Queue =
> '4',>'__CurrentUser__'<--here'
>
> I don't get it, does anyone knows how to concatenate two strings in  
> the
> Advanced Query builder ?

A few things.  I don't think you can concat like that, and the code  
looks
for '__CurrentUser__' explicitly, so if the concat worked it would
break the matching.  Also, __CurrentUser__ is substituted with the  
user's
id, not username.

You're better off writing a tiny portlet like Quicksearch where you can
build the query you want using $session{CurrentUser}->Name explicitly
and normal perl substitution.

If you need personal queues, it might be better to just have one queue
that everyone can create tickets in, but you can only view tickets you
Requested or Own.  That way you have one bucket for tickets, but
you can't see each other's tickets.

-kevin




From falcone at bestpractical.com  Tue Jun 16 17:00:04 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 16 Jun 2009 17:00:04 -0400
Subject: [rt-users] Question re: RT-Extension-CommandByMail
In-Reply-To: <19fa96670906121051v57ede268mfbf84779cd1b115b@mail.gmail.com>
References: <19fa96670906121051v57ede268mfbf84779cd1b115b@mail.gmail.com>
Message-ID: <7C7AD090-E791-4084-B8E3-637F0A5DDF46@bestpractical.com>


On Jun 12, 2009, at 1:51 PM, GravyFace wrote:

> Looks like using CommandByEmail is going to be extremely useful
> (especially for setting ownership of tickets), but I have a couple of
> questions:
>
> 1. is it stable under 3.8.2?

Yes.  Just make sure you have the latest version so it installs properly

> 2. I'm assuming it uses the rt-mailgate (and thus my PostFix aliases),
> but to what action is it tied into?  i.e. If I'm setting the owner, I
> don't really want commands and/or message to go out as correspondence
> or comments for that matter.

No, it works by parsing comments/replies for action commands that
are documented in the README.

If you want a separate address technique, you want to look at
UnsafeEmailCommands in your config, or possibly the --extension
argument to rt-mailgate

-kevin


From falcone at bestpractical.com  Tue Jun 16 17:04:51 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 16 Jun 2009 17:04:51 -0400
Subject: [rt-users] enable ability to forward tickets
In-Reply-To: <03D0CD3BAC1F2949B639858D2686296E026ADCF7@musca.ctn.nha.co.za>
References: <03D0CD3BAC1F2949B639858D2686296E026ADCF7@musca.ctn.nha.co.za>
Message-ID: <65A51B63-6CFF-4E0E-91E7-5228356AFFFD@bestpractical.com>


On Jun 12, 2009, at 4:57 AM, Bashir Jahed wrote:

> I am trying to enable the forward option on tickets, it is available  
> on one of our rt systems but not the other. It appears with the  
> reply / comment options above the ticket  body.

Have you granted the ForwardMessage right?

-kevin


From falcone at bestpractical.com  Tue Jun 16 17:07:19 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 16 Jun 2009 17:07:19 -0400
Subject: [rt-users] It is posible to see custom fields in SelfService
	area for unprivileged users?
In-Reply-To: <DE1AD46F8C93402D8740C80CCF409624@mpd.gov.ar>
References: <DE1AD46F8C93402D8740C80CCF409624@mpd.gov.ar>
Message-ID: <6C8F4A41-5561-4D17-BBA9-FD4DC2873BE0@bestpractical.com>


On Jun 11, 2009, at 10:50 AM, Julio Kalizsky (Defensor?a General de la  
Naci?n) wrote:

> Hi All,
>
> It is posible to see custom fields in SelfService area for  
> unprivileged users?
> If yes How?

Yes, many installations are doing it.

>  I was looking on the wiki and google but I could don't found the  
> solution.
>  I trying to modify all permissions but unprivileged users never see  
> the custom fields.
>  I?m using RT 3.8.3
>  Please, could some body help me with a tutorial step by step

You don't say if other users can see the Custom Fields, or if no users
can see them.

You must grant ModifyCustomField and/or SeeCustomField either on
each Custom Field object, or on a Queue or Global level, to the  
Unprivileged
group.

You must also be sure that the Custom Field is applied to the Queue
or globally, otherwise it will never be visible.

-kevin

From falcone at bestpractical.com  Tue Jun 16 17:10:54 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 16 Jun 2009 17:10:54 -0400
Subject: [rt-users] rt-mailgate undefined server error for only one user
In-Reply-To: <FE4C0541-A4F3-4293-8885-88D03CDD7D47@wgm.us>
References: <FE4C0541-A4F3-4293-8885-88D03CDD7D47@wgm.us>
Message-ID: <54E9F664-2615-4EAC-8184-D68F126C36CB@bestpractical.com>


On Jun 16, 2009, at 4:24 PM, Jon Baker wrote:

> I've narrowed it down to the Create Ticket command in Email.pm:
>
>         my ( $id, $Transaction, $ErrStr ) = $Ticket->Create(
>             Queue     => $SystemQueueObj->Id,
>             Subject   => $Subject,
>             Requestor => \@Requestors,
>             Cc        => \@Cc,
>             MIMEObj   => $Message
>         );
>
> If I comment out the MIMEObj line then the function returns without
> issue.  I'm thinking it is something wrong with my MIME parser, but I
> don't know the best way to go about fixing it - is there a perl module
> that I should re-install?

If you want to check your module versions, you can use make testdeps
from an RT tarball

> If I set the timeout to 600 then it does seem to go through sometimes
> - but I know that letting it take 10 minutes implies there's a deeper
> problem somewhere, I'm hoping someone can point me in the right
> direction to get this solved.

This sounds like you either have a very large attachment or very
complex message, but without seeing the contents of the message
its hard to guess.

> We updated to FC11 from FC10 on Friday, if that matters, although I
> have a separate system that is also running RT that I'm able to send
> the same message into without issue (I have successfully caught the
> raw message and am able to attempt to send it through rt-mailgate via
> the command line)

I would look at the dep checking mentioned above first, as FC probably
messed with your perl and module versions

-kevin


From ravi-lists at g8o.net  Tue Jun 16 17:19:27 2009
From: ravi-lists at g8o.net (ravi)
Date: Tue, 16 Jun 2009 17:19:27 -0400
Subject: [rt-users] Arguments to callbacks?
Message-ID: <2F1ECAFD-1AA8-47A4-97A7-1E41E3B8A7A4@g8o.net>


Hello all,

any documentation on what is passed into a Callback? I am mostly  
Googling the Callbacks I am interested in to figure out, using  
examples others have provided, what the arguments may be, but that  
only works so far. I also have the RT Essentials book, but that has no  
mention of Callbacks at all!

Any help appreciated,

	--ravi




From falcone at bestpractical.com  Tue Jun 16 17:33:35 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 16 Jun 2009 17:33:35 -0400
Subject: [rt-users] Arguments to callbacks?
In-Reply-To: <2F1ECAFD-1AA8-47A4-97A7-1E41E3B8A7A4@g8o.net>
References: <2F1ECAFD-1AA8-47A4-97A7-1E41E3B8A7A4@g8o.net>
Message-ID: <B0E09251-D2F6-4631-84BA-B41B1F20D617@bestpractical.com>

On Jun 16, 2009, at 5:19 PM, ravi wrote:

> any documentation on what is passed into a Callback? I am mostly
> Googling the Callbacks I am interested in to figure out, using
> examples others have provided, what the arguments may be, but that
> only works so far. I also have the RT Essentials book, but that has no
> mention of Callbacks at all!

Every Callback is different.

Go find the callback you're using and see what RT passes in.
$ grep -r callback /opt/rt3/share/html
Everything but CallbackName will be passed on in %ARGS

-kevin


From elliew at hotmail.com  Tue Jun 16 17:47:05 2009
From: elliew at hotmail.com (Elias K)
Date: Tue, 16 Jun 2009 14:47:05 -0700 (PDT)
Subject: [rt-users]  Outgoing SMTP - e-mails not received
Message-ID: <24042319.post@talk.nabble.com>


Hi All!

Rt 3.8.2. on Solaris10 (x86).

I have configured (as I thought) RT to use an SMTP server for all outgoing
e-mail correspondence.

Set($MailCommand, 'smtp');
Set($SMTPServer, 'mailhost');
Set($SMTPDebug, 'true');
Set($SMTPFrom, 'xx at xxxxxx.com');

The mailhost (Linux on x86) is reachable and I was able to send e-mails
using SMTP commands after telnet'ing to it from the RT server machine.

However, I am not getting any e-mails.

There are no signs of e-mail activity from the RT server recorded on the
SMTP server (Postfix).

Also, I can't find any debugging information on the RT server.

Would appreciate any advice.

Elias
-- 
View this message in context: http://www.nabble.com/Outgoing-SMTP---e-mails-not-received-tp24042319p24042319.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jbaker at wgm.us  Tue Jun 16 17:52:47 2009
From: jbaker at wgm.us (Jon Baker)
Date: Tue, 16 Jun 2009 16:52:47 -0500
Subject: [rt-users] rt-mailgate undefined server error for only
In-Reply-To: <mailman.641.1245188024.2496.rt-users@lists.bestpractical.com>
References: <mailman.641.1245188024.2496.rt-users@lists.bestpractical.com>
Message-ID: <1651664D-DBF1-493D-B41E-E021EE42BCDF@wgm.us>

Thanks, Kevin -

I did run the make testdeps and have the following missing dependencies:

SOME DEPENDENCIES WERE MISSING.
FASTCGI missing dependencies:
	CGI::Fast...MISSING
	FCGI...MISSING
SQLITE missing dependencies:
	DBD::SQLite >= 1.00...MISSING

I'm not using Fast CGI or SQL Lite, so I didn't have those installed.   
I installed DBD::SQLite but am unable to get the CGI::Fast/FCGI to go  
away (I installed fcgi via yum and also attempted to install CGI::Fast  
via cpan but cpan told me it was installed and up to date)  After  
restarting the server after installing SQLite there was no change.

The message in question is very simple - it's a mixed html/text  
message coming from Outlook with the subject "Test" and a signature in  
the body.

On Jun 16, 2009, at 4:33 PM, rt-users-request at lists.bestpractical.com  
wrote:

> If you want to check your module versions, you can use make testdeps
> from an RT tarball
>
>> If I set the timeout to 600 then it does seem to go through sometimes
>> - but I know that letting it take 10 minutes implies there's a deeper
>> problem somewhere, I'm hoping someone can point me in the right
>> direction to get this solved.
>
> This sounds like you either have a very large attachment or very
> complex message, but without seeing the contents of the message
> its hard to guess.
>
>> We updated to FC11 from FC10 on Friday, if that matters, although I
>> have a separate system that is also running RT that I'm able to send
>> the same message into without issue (I have successfully caught the
>> raw message and am able to attempt to send it through rt-mailgate via
>> the command line)
>
> I would look at the dep checking mentioned above first, as FC probably
> messed with your perl and module versions
>
> -kevin

-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From gagel at cnc.bc.ca  Tue Jun 16 17:53:12 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Tue, 16 Jun 2009 14:53:12 -0700
Subject: [rt-users] Question on custom scrip condition
Message-ID: <4a381448.e44.300.10cb@cnc.bc.ca>

My users don't want to use priorities so they've had me create 4 levels for urgency. They only want to be notified by email on an item that has the highest urgency level set. So I want to setup a custom condition that tests for that level and then sends an email to the user if that specific level is set.
 
 So, I have a custom field of "Urgency" which can have a value of URGENT, High, Medium, Low, or Project.
 I have the template made already for the email to be sent out and the scrip configured for it. I just don't know how to write the custom condition to put into the scrip. How do I write the condition to test for "URGENT" and indicate the action to send the email?

All the references I'm finding in the RT Essentials have me a bit confused, am I supposed to right a new module to make this scrip or can I just add the perl code to the condition (not that I know what code I have to enter just yet).
 
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


 
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From ravi-lists at g8o.net  Tue Jun 16 17:52:43 2009
From: ravi-lists at g8o.net (ravi)
Date: Tue, 16 Jun 2009 17:52:43 -0400
Subject: [rt-users] Arguments to callbacks?
In-Reply-To: <B0E09251-D2F6-4631-84BA-B41B1F20D617@bestpractical.com>
References: <2F1ECAFD-1AA8-47A4-97A7-1E41E3B8A7A4@g8o.net>
	<B0E09251-D2F6-4631-84BA-B41B1F20D617@bestpractical.com>
Message-ID: <911BA6E5-C377-4884-A300-82B11ECA0CF8@g8o.net>

On Jun 16, 2009, at 5:33 PM, Kevin Falcone wrote:
> On Jun 16, 2009, at 5:19 PM, ravi wrote:
>
>> any documentation on what is passed into a Callback? I am mostly
>> Googling the Callbacks I am interested in to figure out, using
>> examples others have provided, what the arguments may be, but that
>> only works so far. I also have the RT Essentials book, but that has  
>> no
>> mention of Callbacks at all!
>
> Every Callback is different.
>
> Go find the callback you're using and see what RT passes in.
> $ grep -r callback /opt/rt3/share/html
> Everything but CallbackName will be passed on in %ARGS
>


Kevin, thank you for the response. I did a grep on the whole tree  
right after I sent that message out and noticed the %ARGS in the  
Ticket/Element and Element/ directories and have been trying to muddle  
my way through them.

In case you are curious: I am trying to modify the display of a custom  
field value. Unfortunately, there seems to be no Callback for each  
specific value in Elements/ShowCustomFields, so I may do a local copy  
of that whole script to make my changes, rather than attempt a  
Callback (using say MassageCustomFields). Or I could add code to  
ShowCustomFields to introduce a new Callback: MassageCustomFieldValue.  
Being an amateur, I am not necessarily sure which direction I should  
take.

	--ravi




From jbaker at wgm.us  Tue Jun 16 18:02:59 2009
From: jbaker at wgm.us (Jon Baker)
Date: Tue, 16 Jun 2009 17:02:59 -0500
Subject: [rt-users] Slow querys - can I speed this up?
Message-ID: <838B0D42-D873-4286-980B-1B50420BB408@wgm.us>

RT frequently acts sluggish (this may or may not be related to my  
other thread about mailgate timing out) so I've turned on the slow  
query log in mySQL, and am getting this error quite frequently:

# Query_time: 160.388061  Lock_time: 0.000103 Rows_sent: 1   
Rows_examined: 930035
SET timestamp=1245189464;
SELECT main.* FROM Attachments main  WHERE (main.Content IS NOT NULL  
AND main.Content != '') AND (main.Parent = '964022') AND  
(main.ContentType = 'text/plain')  ORDER BY main.id ASC;

I've put an index on the Parent and ContentType columns (it's not  
letting me do it on the Content column because it's a BLOB) but that  
doesn't seem to be speeding it up.  We just passed 30,000 tickets and  
the Attachment table is huge (2.4 GiB)  Any ideas?
-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From kfcrocker at lbl.gov  Tue Jun 16 18:55:32 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 16 Jun 2009 15:55:32 -0700
Subject: [rt-users] Question on custom scrip condition
In-Reply-To: <4a381448.e44.300.10cb@cnc.bc.ca>
References: <4a381448.e44.300.10cb@cnc.bc.ca>
Message-ID: <4A3822E4.3040707@lbl.gov>

Kevin,


Here's one we use for when the development step of a ticket (CF 
"Work-State") is changed to "Review Approved":

# condition execution on CF Review Process

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
    {my $cf = new RT::CustomField($RT::SystemUser);
        $cf->LoadByName(Queue => $ticket->QueueObj->id,
         Name => "Work-State");
     return 0 unless $cf->id; 
     if  ($trans->Field == $cf->id &&
          $trans->NewValue eq "Review Complete-Approved")
          {
           return 1;
          }
    }

return 0;

Just plug in your CF name and value you want and you're set. Hope this 
helps.

Kenn
LBNL

On 6/16/2009 2:53 PM, Kevin Gagel wrote:
> My users don't want to use priorities so they've had me create 4 
> levelsfor urgency. They only want to be notified by email on an item 
> that hasthe highest urgency level set. So I want to setup a custom 
> conditionthat tests for that level and then sends an email to the user 
> if thatspecific level is set.
>
> So, I have a custom field of "Urgency" which can have a value of 
> URGENT, High, Medium, Low, or Project.
> I have the template made already for the email to be sent out and 
> thescrip configured for it. I just don't know how to write the 
> customcondition to put into the scrip. How do I write the condition to 
> test for "URGENT" and indicate the action to send the email?
>
> All the references I'm finding in the RT Essentials have me a bit 
> confused, am I supposed to right a new module to make this scrip or 
> can I just add the perl code to the condition (not that I know what 
> code I have to enter just yet).
>
> 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
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From gravyface at gmail.com  Tue Jun 16 22:14:13 2009
From: gravyface at gmail.com (GravyFace)
Date: Tue, 16 Jun 2009 22:14:13 -0400
Subject: [rt-users] Question re: RT-Extension-CommandByMail
In-Reply-To: <7C7AD090-E791-4084-B8E3-637F0A5DDF46@bestpractical.com>
References: <19fa96670906121051v57ede268mfbf84779cd1b115b@mail.gmail.com>
	<7C7AD090-E791-4084-B8E3-637F0A5DDF46@bestpractical.com>
Message-ID: <19fa96670906161914j8b4163ek7baba43f770201c1@mail.gmail.com>

On Tue, Jun 16, 2009 at 5:00 PM, Kevin Falcone<falcone at bestpractical.com> wrote:

> No, it works by parsing comments/replies for action commands that
> are documented in the README.

Ok, it sounds like the comment or correspondence is saved with the
ticket as normal.  Is this correct?  If so, are the commands stripped
out after being parsed or do those show up in the
comment/correspondence body?


From johnathan.bell at baker.edu  Wed Jun 17 07:41:27 2009
From: johnathan.bell at baker.edu (Johnathan Bell)
Date: Wed, 17 Jun 2009 07:41:27 -0400
Subject: [rt-users] How ACL/E info needed and question about accessing a
	queue in Perl API?
In-Reply-To: <589c94400906160825m697517bej718071b79e5558a5@mail.gmail.com>
References: <1EDA79DB-4468-4973-864C-9396051C9E25@baker.edu>
	<589c94400906160825m697517bej718071b79e5558a5@mail.gmail.com>
Message-ID: <18266AE6-2B8F-4A4B-B788-52F6D2BC2D3D@baker.edu>

Thanks again, that worked! You've been indispensable with these  
questions!

- Johnathan

On Jun 16, 2009, at 11:25 AM, Ruslan Zakirov wrote:

> On Tue, Jun 16, 2009 at 7:14 PM, Johnathan Bell<johnathan.bell at baker.edu 
> > wrote:
>> I'm trying to modify some ACL's from a script. In particular, the  
>> user-
>> created group access rights for queues. Looking at the database, and
>> docs, it seems that ACE's only reference PrincipalID's.
>
> Example of adding ACL you can find in lib/RT/Handle.pm, there is big
> funtions that turns etc/initialdata files into records in the DB.
> Also, search for GrantRight method that is more suitable.
>
>
>> My first question is, is what I just said true? Second, does the Id()
>> function of many (all?) objects return the same ID that needs to go
>> into the ACE in the ACL? Third... How do I load an existing queue in
>> the Perl API? For instance, to load a Group, I can:
>>
>> --snip--
>>     my $groupObj = new RT::Group($currentUser);
>>     $groupObj->LoadUserDefinedGroup($groupName);
>> --/snip--
>>
>> and then reference the $groupObj for it's name, id, members, and so
>> on... How can I do this for a queue?
> Pretty similar using ->Load method:
>
> my $queue_obj = RT::Queue->new( $current_user );
> $queue_obj->Load( $name || $qid );
>
>>
>> Is there something similar for queues, or do I need to attack this
>> from a different angle? The docs for queue and queues don't indicate
>> this is so, so I'm guessing that I need to go some other route. How  
>> do
>> I go about getting a queue into an RT::Queue variable?
>>
>> 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.

--
Johnathan Bell
Internet System Administrator, Baker College



From slander at hearstsc.com  Wed Jun 17 08:15:02 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Wed, 17 Jun 2009 08:15:02 -0400
Subject: [rt-users] "See people" in 3.8.4
Message-ID: <AE81EE4BD21DC646996EC0B5BAA3128003CB296695@RCLTEXVS06.resource.hearstcorp.com>

Folks,

    It seems that I have to grant the right "ShowConfigTab" to allow an agent to click on a person and see their contact info.    Is this expected to work this way?


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From taylor.andrew.j at gmail.com  Wed Jun 17 08:11:42 2009
From: taylor.andrew.j at gmail.com (Drew Taylor)
Date: Wed, 17 Jun 2009 13:11:42 +0100
Subject: [rt-users] Arguments to callbacks?
In-Reply-To: <911BA6E5-C377-4884-A300-82B11ECA0CF8@g8o.net>
References: <2F1ECAFD-1AA8-47A4-97A7-1E41E3B8A7A4@g8o.net>
	<B0E09251-D2F6-4631-84BA-B41B1F20D617@bestpractical.com>
	<911BA6E5-C377-4884-A300-82B11ECA0CF8@g8o.net>
Message-ID: <c788b4850906170511h563c1510t2bd5a750837ba922@mail.gmail.com>

On Tue, Jun 16, 2009 at 10:52 PM, ravi <ravi-lists at g8o.net> wrote:

> On Jun 16, 2009, at 5:33 PM, Kevin Falcone wrote:
> > On Jun 16, 2009, at 5:19 PM, ravi wrote:
> >
> >> any documentation on what is passed into a Callback? I am mostly
> >> Googling the Callbacks I am interested in to figure out, using
> >> examples others have provided, what the arguments may be, but that
> >> only works so far. I also have the RT Essentials book, but that has
> >> no
> >> mention of Callbacks at all!
> >
> > Every Callback is different.
> >
> > Go find the callback you're using and see what RT passes in.
> > $ grep -r callback /opt/rt3/share/html
> > Everything but CallbackName will be passed on in %ARGS
> >
>
> In case you are curious: I am trying to modify the display of a custom
> field value. Unfortunately, there seems to be no Callback for each
> specific value in Elements/ShowCustomFields, so I may do a local copy
> of that whole script to make my changes,
>

Ravi,

We just did exactly this sort of thing for a project I've been working on. I
don't remember all the details now as I'm not at home at the moment. But
IIRC it involved modifying Elements/ShowCustomField (note singular form) and
then doing some checks for particular CF types. I got the idea off the wiki,
so that would be a good place to start.

Drew
-- 
----------------------------------------------------------------
Drew Taylor                 *  Web development & consulting
Email: drew at drewtaylor.com  *  Site implementation & hosting
Web  : www.drewtaylor.com   *  perl/mod_perl/DBI/mysql/postgres
----------------------------------------------------------------
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From ruslan.zakirov at gmail.com  Wed Jun 17 10:51:26 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 17 Jun 2009 18:51:26 +0400
Subject: [rt-users] Slow querys - can I speed this up?
In-Reply-To: <838B0D42-D873-4286-980B-1B50420BB408@wgm.us>
References: <838B0D42-D873-4286-980B-1B50420BB408@wgm.us>
Message-ID: <589c94400906170751n12062f4ejabbda54e70bf98cf@mail.gmail.com>

mysql 5.1.x? report into mysql's bug tracker.

On Wed, Jun 17, 2009 at 2:02 AM, Jon Baker<jbaker at wgm.us> wrote:
> RT frequently acts sluggish (this may or may not be related to my
> other thread about mailgate timing out) so I've turned on the slow
> query log in mySQL, and am getting this error quite frequently:
>
> # Query_time: 160.388061 ?Lock_time: 0.000103 Rows_sent: 1
> Rows_examined: 930035
> SET timestamp=1245189464;
> SELECT main.* FROM Attachments main ?WHERE (main.Content IS NOT NULL
> AND main.Content != '') AND (main.Parent = '964022') AND
> (main.ContentType = 'text/plain') ?ORDER BY main.id ASC;
>
> I've put an index on the Parent and ContentType columns (it's not
> letting me do it on the Content column because it's a BLOB) but that
> doesn't seem to be speeding it up. ?We just passed 30,000 tickets and
> the Attachment table is huge (2.4 GiB) ?Any ideas?
> --
> Jon Baker
> Information Technology
> Willie George Ministries
> 1003 N 129th E Ave
> Tulsa OK 74116
> (918) 234-5656
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Wed Jun 17 10:54:09 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 17 Jun 2009 18:54:09 +0400
Subject: [rt-users] rt-mailgate undefined server error for only
In-Reply-To: <1651664D-DBF1-493D-B41E-E021EE42BCDF@wgm.us>
References: <mailman.641.1245188024.2496.rt-users@lists.bestpractical.com>
	<1651664D-DBF1-493D-B41E-E021EE42BCDF@wgm.us>
Message-ID: <589c94400906170754u4c7950c2oefb3b10c6aa650b8@mail.gmail.com>

Run ./configure with proper set of options. SQLite and FastCGI are not
required if you don't use them.

On Wed, Jun 17, 2009 at 1:52 AM, Jon Baker<jbaker at wgm.us> wrote:
> Thanks, Kevin -
>
> I did run the make testdeps and have the following missing dependencies:
>
> SOME DEPENDENCIES WERE MISSING.
> FASTCGI missing dependencies:
> ? ? ? ?CGI::Fast...MISSING
> ? ? ? ?FCGI...MISSING
> SQLITE missing dependencies:
> ? ? ? ?DBD::SQLite >= 1.00...MISSING
>
> I'm not using Fast CGI or SQL Lite, so I didn't have those installed.
> I installed DBD::SQLite but am unable to get the CGI::Fast/FCGI to go
> away (I installed fcgi via yum and also attempted to install CGI::Fast
> via cpan but cpan told me it was installed and up to date) ?After
> restarting the server after installing SQLite there was no change.
>
> The message in question is very simple - it's a mixed html/text
> message coming from Outlook with the subject "Test" and a signature in
> the body.
>
> On Jun 16, 2009, at 4:33 PM, rt-users-request at lists.bestpractical.com
> wrote:
>
>> If you want to check your module versions, you can use make testdeps
>> from an RT tarball
>>
>>> If I set the timeout to 600 then it does seem to go through sometimes
>>> - but I know that letting it take 10 minutes implies there's a deeper
>>> problem somewhere, I'm hoping someone can point me in the right
>>> direction to get this solved.
>>
>> This sounds like you either have a very large attachment or very
>> complex message, but without seeing the contents of the message
>> its hard to guess.
>>
>>> We updated to FC11 from FC10 on Friday, if that matters, although I
>>> have a separate system that is also running RT that I'm able to send
>>> the same message into without issue (I have successfully caught the
>>> raw message and am able to attempt to send it through rt-mailgate via
>>> the command line)
>>
>> I would look at the dep checking mentioned above first, as FC probably
>> messed with your perl and module versions
>>
>> -kevin
>
> --
> Jon Baker
> Information Technology
> Willie George Ministries
> 1003 N 129th E Ave
> Tulsa OK 74116
> (918) 234-5656
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 johnathan.bell at baker.edu  Wed Jun 17 11:15:17 2009
From: johnathan.bell at baker.edu (Johnathan Bell)
Date: Wed, 17 Jun 2009 11:15:17 -0400
Subject: [rt-users] Automatically filling in fields for a user based on
	user's info?
Message-ID: <4B8CAE44-F797-4CA1-996D-D425C2188CC2@baker.edu>

I'm trying to set something up where when a user creates a ticket,  
some of the custom fields are automatically filled in based on the  
user info.

I'm thinking that this is an application for a scrip... but I can't  
seem any detailed info on scrips other than info about the pre-built  
conditions, actions, and templates. It looks like if I can specify a  
custom action for the ticket create condition, I can do what I want.  
However, I can't seem to find any examples or details on what  
contextual variables (eg. Ticket, Requester/Creator, Applicable Queue,  
etc.) are available for Scrip code, or how to write one.

Furthermore, I know how to retrieve custom field info, but not how to  
assign it from a script... what would the method to do this be?

Thanks,
Johnathan

--
Johnathan Bell
Internet System Administrator, Baker College



From burton at simondsfamily.com  Wed Jun 17 11:09:21 2009
From: burton at simondsfamily.com (Burton Simonds)
Date: Wed, 17 Jun 2009 11:09:21 -0400
Subject: [rt-users] Queue Based Status
Message-ID: <77f48c0d0906170809n3b4915d0t4f7c7094d792b927@mail.gmail.com>

Is it possible to have a different set of statuses for different
queues?  I know I could just create a different field, but if it is
possible I would just rather use built in.


From Kendric.Beachey at garmin.com  Wed Jun 17 11:39:41 2009
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 17 Jun 2009 10:39:41 -0500
Subject: [rt-users] "Can't load a principal" in initial database setup
In-Reply-To: <D46F068180D9AE4AA2EE6583C4158DDF08F4A679@kildonan.ad.garmin.com>
References: <D46F068180D9AE4AA2EE6583C4158DDF08EDAA31@kildonan.ad.garmin.com>
	<D46F068180D9AE4AA2EE6583C4158DDF08F4A679@kildonan.ad.garmin.com>
Message-ID: <D46F068180D9AE4AA2EE6583C4158DDF08FBE2A2@kildonan.ad.garmin.com>

The plot thickens...

I had the admin blow away our RT install and re-do it from scratch.  It
should be totally stock 3.6.5 now, no customizations of any kind.

Running rt-setup-database-3.6 still has errors (although it happily runs
to completion):

Now creating a database for RT.
Creating mysql database rtdb.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Done setting up database ACLs.
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new
installation.
Creating system user...done.
Now inserting RT data
Creating Superuser  ACL...done.
Creating groups...3.4.5.6.7.8.9.done.
Creating users...(Error: Could not set user info)0.(Error: Could not set
user info)0.done.
Creating queues...1.2.done.
Creating ACL...[Wed Jun 17 15:30:16 2009] [crit]: 1
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909)
[Wed Jun 17 15:30:16 2009] [crit]: Can't load a principal for id
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910)
Principal  not found..[Wed Jun 17 15:30:16 2009] [crit]: 1
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909)
[Wed Jun 17 15:30:16 2009] [crit]: Can't load a principal for id
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910)
Principal  not found..done.
Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done.
Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done.
Creating predefined searches...1.2.3.done.
Done setting up database content.

What could make the initial database setup fail in this way?

The machine is running Ubuntu 8.04 Server in case that helps pin
anything down.
--
Kendric Beachey

 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey,
Kendric
Sent: Wednesday, June 10, 2009 8:59 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] "Can't load a principal" in initial database setup
(wasRE: How do you "reset" an RT database to "freshly installed"status?)

To answer my own question about "resetting" the database...the course of
action we settled on was to drop the database and re-run the script
called rt-setup-database-3.6.

At first this had some timeouts trying to hit LDAP while setting up
users, so I removed the settings in RT_SiteConfig.pm that told it to
authenticate against LDAP.  (It should be back to fresh-out-of-the-box
status now.)  Then I dropped the database and tried again.

After that it went more quickly...although I still do see an oddity...


[first part of output snipped]
Now inserting RT data
Creating Superuser  ACL...done.
Creating groups...3.4.5.6.7.8.9.done.
Creating users...(Error: Could not set user info)0.(Error: Could not set
user info)0.done.
Creating queues...1.2.done.
Creating ACL...[Wed Jun 10 13:48:47 2009] [crit]: 1
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909)
[Wed Jun 10 13:48:47 2009] [crit]: Can't load a principal for id
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910)
Principal  not found..[Wed Jun 10 13:48:47 2009] [crit]: 1
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909)
[Wed Jun 10 13:48:47 2009] [crit]: Can't load a principal for id
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910)
Principal  not found..done.
Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done.
Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done.
Creating predefined searches...1.2.3.done.
Done setting up database content.
[script exits normally at this point]


Those errors in the middle where it says "Can't load a principal"...what
could cause that when starting with a brand-new database?

The setup script does run to completion...so, hoping those errors
weren't a problem, I ran the import again...it created users, queues,
etc. pretty quickly, but while importing tickets it bombed out after
just a few seconds:


t-10504: w[Wed Jun 10 13:50:01 2009] [crit]: Couldn't create a ticket:
Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Status,
Queue, Started, Type, InitialPriority, Starts, LastUpdated, Subject,
FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created,
Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?,
?)'Column 'Owner' cannot be null
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:602)


Am I right in thinking the errors while setting up the database are what
caused this problem?  I looked at ticket 10504 on the old RT, and it's
one that doesn't have an owner.
--
Kendric Beachey



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey,
Kendric
Sent: Monday, June 08, 2009 10:08 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How do you "reset" an RT database to "freshly
installed"status?

I'm working on converting from an old RT2 to a 3.6.x vintage RT3.  So
far, mostly pretty successfully.  I got the new one set up to
authenticate off of our Active Directory, and also to create new RT
accounts from AD.  And I got the email interface up and running.

I downloaded the latest "rt2-to-rt3" scripts, and over the weekend I ran
the export.  It went just fine.

The import that I ran this morning ran great for quite a while, then
crashed when it got a duplicate key error on the Attachments table.
There was some data in the system already before I started the
import...I deleted everything from the Tickets table but not
Attachments.  Oops.

Anyway, it looks like the import plausibly pulled in everything we
really care about...any ticket with an id less than 10000 is too old to
really care about...but I'm not 100% sure.  The export directories show
exactly 1000 tickets in every 1000-ticket range, but when I do a search
in the new RT for tickets between, say, 10000 and 11000, I seem to be
short by a few dozen.  Doing 'select count(*) from Tickets" on the old
shows 11801 rows, but on the new one it only shows 7135.

So I think I'd like to "hit the reset button" on the database and try
the import again.  What do I need to do to make the database look like a
fresh install with no activity in it yet?  Do I just delete all rows
from all tables?  That sounds a little dangerous...I'm assuming even a
fresh install has SOME rows that govern some basic system behavior.

I don't want to reinstall all of RT if I can help it...the perl code is
working fine; it's just the database I want to reset.

Thanks for any help...
--
Kendric Beachey

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


From kfcrocker at lbl.gov  Wed Jun 17 12:04:36 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 17 Jun 2009 09:04:36 -0700
Subject: [rt-users] Automatically filling in fields for a user based on
 user's info?
In-Reply-To: <4B8CAE44-F797-4CA1-996D-D425C2188CC2@baker.edu>
References: <4B8CAE44-F797-4CA1-996D-D425C2188CC2@baker.edu>
Message-ID: <4A391414.3000101@lbl.gov>

Johnathan,

Since you want to specify your own action code, you make the setting for 
"Conditions" to "OnCreate" and "Actions" to "User-defined". Since you 
want your actions to take place while RT is doing other actions (like 
creating a ticket, notifying a user, updating other fields), I recommend 
you set the "Stage" to "TransactionBatch". This ensures that all the 
actions are executed in "one swell foop" (my shot at being funny).

Now, where to put the action code. I have found that when I manipulate 
data and put it into a ticket record in the "Prep Code" area, it is 
always available for use by any template that is being used by any other 
scrip also being triggered. Which makes sense.

Putting code into a CF, we use the following type of code:

Prep Code:

# set the CF "Work-Completed Date"

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Work-Completed Date";
my ( undef, undef, undef, $mon, $day, $year ) = localtime( time );
my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );

$cf_obj->LoadByName(Name=>$cf_name);
$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, 
RecordTransaction=>0);

return 1;

Clean-up Code:
return 1;

This is fairly simple code, but it should give you an idea of what you 
need to do. Notice that even though I have no real code for "Clean-up" I 
STILL put in a "return 1;". That's because the "Action" code is in two 
parts and you want to make sure both have some sort of return to tell RT 
how to act as a result of everything. If I didn't put the "Return 1;" in 
"Clean-up", the scrip would not finish and therefore the CF would not 
get any info.

Also, to reference Ticket or transaction information, keep two things in 
mind; the object type and the object relationship. For example: If I 
want to see what kind of transaction I'm dealing with, I write 
$self->TransactionObj->Type eq "Status". I like to shorten this type of 
code by creating "my $trans = $self->TransactionObj" so I don't have to 
type all that stuff over and over. All that means that if the /current/ 
(self) transaction is involving a change in the ticket status 
(TransactionObj = "Status"). The same type of thing works for Ticket 
information. However, on transactions that are "On Create", keep in mind 
whether you are trying to reference Ticket data on a ticket that hasn't 
been created yet. If I had a User-defined condition that involved an 
"OnCreate", then I most likely will /not/ be able to refer to Ticket 
info, since it hasn't been created yet. I'll need to refer to info on 
the Transaction record.

Anyway, I think I got most of this correct and I hope it helps you out.

Kenn
LBNL

On 6/17/2009 8:15 AM, Johnathan Bell wrote:
> I'm trying to set something up where when a user creates a ticket,  
> some of the custom fields are automatically filled in based on the  
> user info.
>
> I'm thinking that this is an application for a scrip... but I can't  
> seem any detailed info on scrips other than info about the pre-built  
> conditions, actions, and templates. It looks like if I can specify a  
> custom action for the ticket create condition, I can do what I want.  
> However, I can't seem to find any examples or details on what  
> contextual variables (eg. Ticket, Requester/Creator, Applicable Queue,  
> etc.) are available for Scrip code, or how to write one.
>
> Furthermore, I know how to retrieve custom field info, but not how to  
> assign it from a script... what would the method to do this be?
>
> 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
>
>   
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From rwadkins at mcfina.com  Wed Jun 17 15:18:58 2009
From: rwadkins at mcfina.com (Ray Wadkins)
Date: Wed, 17 Jun 2009 15:18:58 -0400
Subject: [rt-users] Query Variables
Message-ID: <4A3941A2.9000409@mcfina.com>

After some looking around I ran across the "__CURRENT_USER__" variable 
that allowed me to create a saved search that worked for any logged in 
user.  I don't remember where I found that variable, and it took me a 
while to figure out what the variable contained so I could accurately 
use it.  Is there, somewhere buried in the documentation that I can't 
find, a list of all of these variables usable in ticket queries?
-- 

*Ray Wadkins* | Web Developer, Customer Facing Technology

 

Michael C. Fina

ONE SOURCE | TOTAL RECOGNITION

www.mcfrecognition.com

 

*T*: 718-609-8519

*E*: rwadkins at mcfina.com

 

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From fooraide at gmail.com  Wed Jun 17 15:36:12 2009
From: fooraide at gmail.com (David)
Date: Wed, 17 Jun 2009 15:36:12 -0400
Subject: [rt-users] RecordTransaction => 0 not working ?
Message-ID: <ff58bcc60906171236m72d446c5m647ec2d83c86cc19@mail.gmail.com>

Hi,

I've searched about this but was not able to find another user with
the same problem.

I have been referring to use case scenarios found in the Wiki such as:
http://wiki.bestpractical.com/view/WriteCustomAction

I am unable to disable transaction records when adding a reference
such as the one below:

$self->TicketObj->AddLink( Type => 'RefersTo', Target => $ticket_id,
RecordTransaction => 0);

Where $ticket_id is a ticket number retrieved before.

The reference is added properly between the two tickets but the
transaction will still show in the ticket:
Wed Jun 17 00:00:00 2009   RT_System - Reference to ticket #XXXXXXX added

However, it seems like I am unable to get this to work.. Is it
something particular to linking transaction (such as RefersTo,
ReferredToBy, Children, Parent) ? It could make sense since the action
has an influence on two tickets rather than just one.

I am running RT 3.8.2 at this time and planning to upgrade to 3.8.4 shortly.

Does someone have a clue ?


From falcone at bestpractical.com  Wed Jun 17 15:40:54 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 17 Jun 2009 15:40:54 -0400
Subject: [rt-users] RecordTransaction => 0 not working ?
In-Reply-To: <ff58bcc60906171236m72d446c5m647ec2d83c86cc19@mail.gmail.com>
References: <ff58bcc60906171236m72d446c5m647ec2d83c86cc19@mail.gmail.com>
Message-ID: <865D2C0C-DA87-46C5-BE29-F00D9E3D395E@bestpractical.com>


On Jun 17, 2009, at 3:36 PM, David wrote:

> Hi,
>
> I've searched about this but was not able to find another user with
> the same problem.
>
> I have been referring to use case scenarios found in the Wiki such as:
> http://wiki.bestpractical.com/view/WriteCustomAction
>
> I am unable to disable transaction records when adding a reference
> such as the one below:
>
> $self->TicketObj->AddLink( Type => 'RefersTo', Target => $ticket_id,
> RecordTransaction => 0);

Double check the documentation for AddLink.  There is no  
RecordTransaction
argument but there is another option for suppressing transactions

-kevin

>
> Where $ticket_id is a ticket number retrieved before.
>
> The reference is added properly between the two tickets but the
> transaction will still show in the ticket:
> Wed Jun 17 00:00:00 2009   RT_System - Reference to ticket #XXXXXXX  
> added
>
> However, it seems like I am unable to get this to work.. Is it
> something particular to linking transaction (such as RefersTo,
> ReferredToBy, Children, Parent) ? It could make sense since the action
> has an influence on two tickets rather than just one.
>
> I am running RT 3.8.2 at this time and planning to upgrade to 3.8.4  
> shortly.
>
> Does someone have a clue ?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From falcone at bestpractical.com  Wed Jun 17 15:47:03 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 17 Jun 2009 15:47:03 -0400
Subject: [rt-users] "Can't load a principal" in initial database setup
In-Reply-To: <D46F068180D9AE4AA2EE6583C4158DDF08FBE2A2@kildonan.ad.garmin.com>
References: <D46F068180D9AE4AA2EE6583C4158DDF08EDAA31@kildonan.ad.garmin.com>
	<D46F068180D9AE4AA2EE6583C4158DDF08F4A679@kildonan.ad.garmin.com>
	<D46F068180D9AE4AA2EE6583C4158DDF08FBE2A2@kildonan.ad.garmin.com>
Message-ID: <CAB87291-78EC-418C-A2BC-A1EB3525C230@bestpractical.com>


On Jun 17, 2009, at 11:39 AM, Beachey, Kendric wrote:

> Creating ACL...[Wed Jun 17 15:30:16 2009] [crit]: 1
> (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909)
> [Wed Jun 17 15:30:16 2009] [crit]: Can't load a principal for id
> (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910)
> Principal  not found..[Wed Jun 17 15:30:16 2009] [crit]: 1
> (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909)
> [Wed Jun 17 15:30:16 2009] [crit]: Can't load a principal for id
> (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910)
> Principal  not found..done.
> Creating ScripActions... 
> 1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
> Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
> Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done.
> Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done.
> Creating predefined searches...1.2.3.done.
> Done setting up database content.
>
> What could make the initial database setup fail in this way?

You should turn up your debug level, possibly enable stacktraces
and look at what you have in your Users and Principals table.

You may need to go insert debugging into rt-setup-database36
if those fail

-kevin


From fooraide at gmail.com  Wed Jun 17 16:07:57 2009
From: fooraide at gmail.com (David)
Date: Wed, 17 Jun 2009 16:07:57 -0400
Subject: [rt-users] RecordTransaction => 0 not working ?
In-Reply-To: <865D2C0C-DA87-46C5-BE29-F00D9E3D395E@bestpractical.com>
References: <ff58bcc60906171236m72d446c5m647ec2d83c86cc19@mail.gmail.com>
	<865D2C0C-DA87-46C5-BE29-F00D9E3D395E@bestpractical.com>
Message-ID: <ff58bcc60906171307j5acea8bdjc7cb557891b6fa74@mail.gmail.com>

You were correct, the documentation shows that the right arguments are
"SilentBase" and "SilentTarget" and they must be true for the transactions
to be hidden - for instance:

$self->TicketObj->AddLink( Type => 'RefersTo', Target => $ticket_id,
SilentBase => 1, SilentTarget => 1);

Thanks,

On Wed, Jun 17, 2009 at 3:40 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

>
> On Jun 17, 2009, at 3:36 PM, David wrote:
>
> > Hi,
> >
> > I've searched about this but was not able to find another user with
> > the same problem.
> >
> > I have been referring to use case scenarios found in the Wiki such as:
> > http://wiki.bestpractical.com/view/WriteCustomAction
> >
> > I am unable to disable transaction records when adding a reference
> > such as the one below:
> >
> > $self->TicketObj->AddLink( Type => 'RefersTo', Target => $ticket_id,
> > RecordTransaction => 0);
>
> Double check the documentation for AddLink.  There is no
> RecordTransaction
> argument but there is another option for suppressing transactions
>
> -kevin
>
> >
> > Where $ticket_id is a ticket number retrieved before.
> >
> > The reference is added properly between the two tickets but the
> > transaction will still show in the ticket:
> > Wed Jun 17 00:00:00 2009   RT_System - Reference to ticket #XXXXXXX
> > added
> >
> > However, it seems like I am unable to get this to work.. Is it
> > something particular to linking transaction (such as RefersTo,
> > ReferredToBy, Children, Parent) ? It could make sense since the action
> > has an influence on two tickets rather than just one.
> >
> > I am running RT 3.8.2 at this time and planning to upgrade to 3.8.4
> > shortly.
> >
> > Does someone have a clue ?
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From jbaker at wgm.us  Wed Jun 17 16:15:21 2009
From: jbaker at wgm.us (Jon Baker)
Date: Wed, 17 Jun 2009 15:15:21 -0500
Subject: [rt-users] rt-mailgate undefined server error for only one user
Message-ID: <4B7BE42A-4C5E-4D1E-983E-4C9639A5E814@wgm.us>

Looks like this may indeed be a bug with MySQL 5.1:

http://bugs.mysql.com/bug.php?id=45559
-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From pthirose at ucdavis.edu  Wed Jun 17 17:31:31 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Wed, 17 Jun 2009 14:31:31 -0700 (PDT)
Subject: [rt-users] MaxAttachmentSize,
 DropLongAttachments per Attachment or Transaction?
Message-ID: <alpine.BSO.2.00.0906171420440.20905@eacs-pth.engr.ucdavis.edu>

Is the MaxAttachmentSize variable a per-attachment limit?  Or is it a per-transaction limit?  I'm guessing it's not a per-ticket limit.

Is the DropLongAttachments also a per-attachment or per-transaction action?

So if I send an email to RT and this email has three 6MByte attachments, will all three attachments make it into RT?  My MySQL max_allowed_packet is 24MB, and I'm using the default MaxAttachmentSize (10MB.)

If DropLongAttachments is a per-transaction rather than per-attachment, is the Drop'ing of attachments all-or-nothing?  Would it drop all three attachments or just two?  If RT doesn't drop them all, how does it determine which attachment(s) to keep?  Is it just added up in size in the order the attachments were attached to the email?  Or does RT try a best-fit method to try and keep as many attachments as it can?

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 ruslan.zakirov at gmail.com  Wed Jun 17 17:35:22 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 18 Jun 2009 01:35:22 +0400
Subject: [rt-users] MaxAttachmentSize,
	DropLongAttachments per Attachment 	or Transaction?
In-Reply-To: <alpine.BSO.2.00.0906171420440.20905@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0906171420440.20905@eacs-pth.engr.ucdavis.edu>
Message-ID: <589c94400906171435t67040d37n66a95728765516ad@mail.gmail.com>

As far as I recall per attachment and a bell dings that there was a
mod to control number of files or total size. I can be wrong regarding
mods.

On Thu, Jun 18, 2009 at 1:31 AM, Paul Hirose<pthirose at ucdavis.edu> wrote:
> Is the MaxAttachmentSize variable a per-attachment limit? ?Or is it a per-transaction limit? ?I'm guessing it's not a per-ticket limit.
>
> Is the DropLongAttachments also a per-attachment or per-transaction action?
>
> So if I send an email to RT and this email has three 6MByte attachments, will all three attachments make it into RT? ?My MySQL max_allowed_packet is 24MB, and I'm using the default MaxAttachmentSize (10MB.)
>
> If DropLongAttachments is a per-transaction rather than per-attachment, is the Drop'ing of attachments all-or-nothing? ?Would it drop all three attachments or just two? ?If RT doesn't drop them all, how does it determine which attachment(s) to keep? ?Is it just added up in size in the order the attachments were attached to the email? ?Or does RT try a best-fit method to try and keep as many attachments as it can?
>
> 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
>



-- 
Best regards, Ruslan.


From aaron at guise.net.nz  Wed Jun 17 17:48:14 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Thu, 18 Jun 2009 09:48:14 +1200
Subject: [rt-users] Slow querys - can I speed this up?
In-Reply-To: <838B0D42-D873-4286-980B-1B50420BB408@wgm.us>
References: <838B0D42-D873-4286-980B-1B50420BB408@wgm.us>
Message-ID: <c8c01a250906171448m68999700m1529ffc6111d27f2@mail.gmail.com>

Have you tried tuning MySQL with mysqltuner? We had a similar problem when
our attachments table grew over 2.2gb.  I was able to resolve the issue we
had by increasing settings based on the recommendations from mysqltuner.  We
frequently experienced ticket load times of upto 14 - 30 seconds but now the
majority of tickets will load and display in under 1 second.

Had to add more RAM to the server also,  MySQL was choking.

Currently running;
Debian Lenny 64Bit
4Gb RAM
Apache2 - Modperl
MySQL 5.0.51a-24

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *



On Wed, Jun 17, 2009 at 10:02 AM, Jon Baker <jbaker at wgm.us> wrote:

> RT frequently acts sluggish (this may or may not be related to my
> other thread about mailgate timing out) so I've turned on the slow
> query log in mySQL, and am getting this error quite frequently:
>
> # Query_time: 160.388061  Lock_time: 0.000103 Rows_sent: 1
> Rows_examined: 930035
> SET timestamp=1245189464;
> SELECT main.* FROM Attachments main  WHERE (main.Content IS NOT NULL
> AND main.Content != '') AND (main.Parent = '964022') AND
> (main.ContentType = 'text/plain')  ORDER BY main.id ASC;
>
> I've put an index on the Parent and ContentType columns (it's not
> letting me do it on the Content column because it's a BLOB) but that
> doesn't seem to be speeding it up.  We just passed 30,000 tickets and
> the Attachment table is huge (2.4 GiB)  Any ideas?
> --
> Jon Baker
> Information Technology
> Willie George Ministries
> 1003 N 129th E Ave
> Tulsa OK 74116
> (918) 234-5656
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From torsten.brumm at Kuehne-Nagel.com  Thu Jun 18 03:06:57 2009
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Thu, 18 Jun 2009 09:06:57 +0200
Subject: [rt-users] Homepage Refresh Interval inside custom page
In-Reply-To: <c8c01a250906171448m68999700m1529ffc6111d27f2@mail.gmail.com>
References: <838B0D42-D873-4286-980B-1B50420BB408@wgm.us>
	<c8c01a250906171448m68999700m1529ffc6111d27f2@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394021384AB@w3hamboex11.ger.win.int.kn>

Dear RT Developer,
i'm looking for a way for a special custom RT Page to bypass the Homepage Refresh interval. I copy and pasted from other pages the following:
 
<& /Elements/Header, Title => loc("Request for Change: User Account"), Refresh => $session{'home_refresh_interval'} &>
 
But now the Homepage Refresh Interval of the user (if set) takes place. How can i explicit diasable it for this page, also if a user has set a homepage refresh? Is it enough to remove the Refresh Part of the line above?
 
Torsten



Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



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From guadagnino.cristiano at creval.it  Thu Jun 18 03:21:07 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Thu, 18 Jun 2009 09:21:07 +0200
Subject: [rt-users] two new contributions to the community :-)
Message-ID: <E715467A47D6E0479B59B4A238A4F6D8070384A38F@MBXCCR2.d1.bkd>

Hi all,
I just wanted to let everybody know that I added two new pages to the RT wiki:

*  MuteResolve<http://wiki.bestpractical.com/view/MuteResolve> - let resolver choose not to send email on resolve;
*  OnCreateCheckCF<http://wiki.bestpractical.com/view/OnCreateCheckCF> - check presence of a mandatory cf on email ticket creation;

Bye
Cris

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From tariq.doukkali at autoform.de  Thu Jun 18 03:53:16 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Thu, 18 Jun 2009 09:53:16 +0200
Subject: [rt-users] Calling a Bash script from RT script !!!
Message-ID: <192B76E92530564BAAB9DD78BAE565B7412555D016@chexchange.autoform.com>

Hi,

how can I call a Bash script (/home/user/test.sh) from a RT script ????

Many Thanks

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From andy.speagle at wichita.edu  Thu Jun 18 09:28:11 2009
From: andy.speagle at wichita.edu (Speagle, Andy)
Date: Thu, 18 Jun 2009 08:28:11 -0500
Subject: [rt-users] Ticket Dependencies within Template
Message-ID: <EC2F9E5D7C19B444ACAC860BAA6F939432EB471D@exchange-01.ad.wichita.edu>

Hi folks,

I can't seem to get this right.  I have a template that creates a series of child tickets that I want to be interdependent based on the value of one or more custom fields.  Everything is working very well, save for actually creating the dependencies... here's a bit of the relevant code:

{{{
===Create-Ticket: StepNetwork

.
.
.

Depended-On-By: {
  my $objDepTicket;

  $objDepTicket = $Tickets{'StepTelecomm'}->Id() if ($strPre eq 'Yes');
  $objDepTicket = $Tickets{'TOP'}->Id() if ($strPre eq 'No');

  $objDepTicket;
}

.
.
.

===Create-Ticket: StepTelecomm
}}}

I've tried this various ways... I can't quite figure out how to reference the other tickets being created... or the parent ticket (aka TOP) for that matter... I've also tried the following unsuccessfully:

{{{
Depended-On-By: {
  my $objDepTicket;

  $objDepTicket = 'StepTelecomm' if ($strPre eq 'Yes');
  $objDepTicket = 'TOP' if ($strPre eq 'No');

  $objDepTicket;
}
}}}

Can anyone clue me in, please?...

Thanks,

Andy Speagle

Rogue Unix Admin
Wichita State University
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From v.wawryk at science-computing.de  Thu Jun 18 10:28:30 2009
From: v.wawryk at science-computing.de (Violetta J. Wawryk)
Date: Thu, 18 Jun 2009 16:28:30 +0200
Subject: [rt-users] urgent: disable search for new watchers
Message-ID: <4A3A4F0E.80504@science-computing.de>

Hi,

RT is 3.6.1 on a debian system

we just found out that in the people section everyone who can login can 
search for people. So a person who has the following rights:

CreateTicket
ReplyToTicket
SeeQueue
ShowTicket

can go to the people section and do a search like:

userid doesn't contain xyz

he gets all the users of the RT. Since this is a security issue, is 
there anything that I can do to prevent these searches?

It might be disabled in a newer version, if so which would that be?

A quick search on the list didn't give me an answer, therefore I have to 
ask this. Sorry if it's been on the list before.

Quick help is really appreciated, thanks in advance!!!!

Regards
Violetta

-- 
________________________________ creating IT solutions
Violetta J. Wawryk               science + computing ag
IT-Service                       Hagellocher Weg 73
phone +49 7071 9457 282          72070 Tuebingen, Germany
fax   +49 7071 9457 211          www.science-computing.de
-- 
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Roland Niemeier, 
Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Michel Lepert
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196 




From vtplymblfan-rt at yahoo.com  Thu Jun 18 10:39:48 2009
From: vtplymblfan-rt at yahoo.com (Kim Jones)
Date: Thu, 18 Jun 2009 07:39:48 -0700 (PDT)
Subject: [rt-users] link from ticket with CFs as areguments
Message-ID: <886475.254.qm@web55203.mail.re4.yahoo.com>

Has anyone here figured out or can offer advice as to how to add to the ticket metadata page a link to an external form with CFs in the link arguments?

As part of resolving  a ticket we need to use another online form. We'd love to have a link on the ticket metadata page to that form that includes arguments with the values of CFs so that these values will appear in the appropriate places in this other form when we get to it.

So if my custom fields are:

LRCID and title 

we'd like to addd a link like this:

http://blah/form.php?LRCID=378548&title=foobar

We are using RT 3.8.2.

Thanks for your help,
K
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From jwinder at logicalsi.com  Thu Jun 18 10:28:35 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Thu, 18 Jun 2009 10:28:35 -0400
Subject: [rt-users] Implementer comments in a template
Message-ID: <1245335315.30923.10.camel@jwinder-workstation>

How do I add comments to my templates so they can be backed up or moved
from RT install to RT install with the implementation notes right in the
template?

Thanks,

Jeremy



From kfcrocker at lbl.gov  Thu Jun 18 11:27:51 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 18 Jun 2009 08:27:51 -0700
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3A4F0E.80504@science-computing.de>
References: <4A3A4F0E.80504@science-computing.de>
Message-ID: <4A3A5CF7.3080405@lbl.gov>

Violetta,


    Why is it a security issue? If your privileges are allowing them to 
go to a user "Preferences", then I understand, but to just know what 
UserIds are on the system doesn't seem like a big deal to me.

Kenn
LBNL

On 6/18/2009 7:28 AM, Violetta J. Wawryk wrote:
> Hi,
>
> RT is 3.6.1 on a debian system
>
> we just found out that in the people section everyone who can login can 
> search for people. So a person who has the following rights:
>
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
>
> can go to the people section and do a search like:
>
> userid doesn't contain xyz
>
> he gets all the users of the RT. Since this is a security issue, is 
> there anything that I can do to prevent these searches?
>
> It might be disabled in a newer version, if so which would that be?
>
> A quick search on the list didn't give me an answer, therefore I have to 
> ask this. Sorry if it's been on the list before.
>
> Quick help is really appreciated, thanks in advance!!!!
>
> Regards
> Violetta
>
>   


From kfcrocker at lbl.gov  Thu Jun 18 11:29:40 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 18 Jun 2009 08:29:40 -0700
Subject: [rt-users] Implementer comments in a template
In-Reply-To: <1245335315.30923.10.camel@jwinder-workstation>
References: <1245335315.30923.10.camel@jwinder-workstation>
Message-ID: <4A3A5D64.1000901@lbl.gov>

Jeremy,

    Templates are on the DataBase. Upgrading from version to version 
will NOT erase them. As long as your DBA is doing regular backups (which 
I cannot fathom why they wouldn't), then your templates are safe.


Kenn
LBNL

On 6/18/2009 7:28 AM, Jeremy Winder wrote:
> How do I add comments to my templates so they can be backed up or moved
> from RT install to RT install with the implementation notes right in the
> template?
>
> Thanks,
>
> Jeremy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From jpierce at cambridgeenergyalliance.org  Thu Jun 18 11:31:38 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 18 Jun 2009 11:31:38 -0400
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3A5CF7.3080405@lbl.gov>
References: <4A3A4F0E.80504@science-computing.de> <4A3A5CF7.3080405@lbl.gov>
Message-ID: <be7163f0906180831h672c03b4wfc4bad9b23624503@mail.gmail.com>

On Thu, Jun 18, 2009 at 11:27, Ken Crocker<kfcrocker at lbl.gov> wrote:
> ? ?Why is it a security issue? If your privileges are allowing them to
> go to a user "Preferences", then I understand, but to just know what
> UserIds are on the system doesn't seem like a big deal to me.
It gives them in a edge into trying to crack other accounts, because
they then already have half the authentication pair. On the other hand,
they can already determine the name of a privileged user by looking at
who owns their ticket or otherwise converse with them via RT.

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


From gleduc at mail.sdsu.edu  Thu Jun 18 11:47:31 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 18 Jun 2009 08:47:31 -0700
Subject: [rt-users] Implementer comments in a template
In-Reply-To: <1245335315.30923.10.camel@jwinder-workstation>
References: <1245335315.30923.10.camel@jwinder-workstation>
Message-ID: <6.2.1.2.2.20090618084502.02b20f40@mail.sdsu.edu>

Jeremy, templates use perl code, so just use perl comments:

{ ### This template is for doing something or other.
###  Call me if you have any question. }

Regards,
Gene

At 07:28 AM 6/18/2009, Jeremy Winder wrote:
>How do I add comments to my templates so they can be backed up or moved
>from RT install to RT install with the implementation notes right in the
>template?
>
>Thanks,
>
>Jeremy
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


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



From kfcrocker at lbl.gov  Thu Jun 18 12:08:38 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 18 Jun 2009 09:08:38 -0700
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <be7163f0906180831h672c03b4wfc4bad9b23624503@mail.gmail.com>
References: <4A3A4F0E.80504@science-computing.de> <4A3A5CF7.3080405@lbl.gov>
	<be7163f0906180831h672c03b4wfc4bad9b23624503@mail.gmail.com>
Message-ID: <4A3A6686.8060905@lbl.gov>

Jerrad,

    Yes, but you can keep them out of other accounts by removing so many 
global privileges and making them "Queue-level" privileges. That way, no 
one can get into a Queue unless specifically allowed to by privileges.

Kenn
LBNL

On 6/18/2009 8:31 AM, Jerrad Pierce wrote:
> On Thu, Jun 18, 2009 at 11:27, Ken Crocker<kfcrocker at lbl.gov> wrote:
>   
>>    Why is it a security issue? If your privileges are allowing them to
>> go to a user "Preferences", then I understand, but to just know what
>> UserIds are on the system doesn't seem like a big deal to me.
>>     
> It gives them in a edge into trying to crack other accounts, because
> they then already have half the authentication pair. On the other hand,
> they can already determine the name of a privileged user by looking at
> who owns their ticket or otherwise converse with them via RT.
>
>   
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From jwinder at logicalsi.com  Thu Jun 18 12:12:25 2009
From: jwinder at logicalsi.com (Jeremy Winder)
Date: Thu, 18 Jun 2009 12:12:25 -0400
Subject: [rt-users] Implementer comments in a template
In-Reply-To: <4A3A5D64.1000901@lbl.gov>
References: <1245335315.30923.10.camel@jwinder-workstation>
	<4A3A5D64.1000901@lbl.gov>
Message-ID: <1245341545.30923.20.camel@jwinder-workstation>

I over simplified my question. I'm not so much worried about losing the
templates in my production RT install. Without backups of it we would
also lose all of the tickets and change audit logs, which would lead to
me finding new employment. 

I'm more curious about the comments because I'm looking at writing a
script that will pull them out of the database and store them in text
files. This way they can be committed to subversion or given to others
trying to solve the same problem.

I didn't consider using {# comment} blocks. They should solve my problem
nicely.

Jeremy

On Thu, 2009-06-18 at 08:29 -0700, Ken Crocker wrote:
> Jeremy,
> 
>     Templates are on the DataBase. Upgrading from version to version 
> will NOT erase them. As long as your DBA is doing regular backups (which 
> I cannot fathom why they wouldn't), then your templates are safe.
> 
> 
> Kenn
> LBNL
> 
> On 6/18/2009 7:28 AM, Jeremy Winder wrote:
> > How do I add comments to my templates so they can be backed up or moved
> > from RT install to RT install with the implementation notes right in the
> > template?
> >
> > Thanks,
> >
> > Jeremy
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >   



From jpierce at cambridgeenergyalliance.org  Thu Jun 18 12:13:26 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 18 Jun 2009 12:13:26 -0400
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3A6686.8060905@lbl.gov>
References: <4A3A4F0E.80504@science-computing.de> <4A3A5CF7.3080405@lbl.gov> 
	<be7163f0906180831h672c03b4wfc4bad9b23624503@mail.gmail.com> 
	<4A3A6686.8060905@lbl.gov>
Message-ID: <be7163f0906180913y260fa035hb671b181c45143b1@mail.gmail.com>

> ??? Yes, but you can keep them out of other accounts by removing so many
> global privileges and making them "Queue-level" privileges. That way, no one
> can get into a Queue unless specifically allowed to by privileges.
I think you missed the "crack" part.

If I can get a list of usernames on a system, it's that much easier to run a
dictionary attack against. So joeblow sees that admin1 is a valid account,
starts guessing passwords and eventually ends up logged in as admin1.
Farfetched, and not the most probable scenario/target(RT), but possible.

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


From falcone at bestpractical.com  Thu Jun 18 12:34:11 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 18 Jun 2009 12:34:11 -0400
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3A4F0E.80504@science-computing.de>
References: <4A3A4F0E.80504@science-computing.de>
Message-ID: <96A87173-0A69-4771-BA68-45513738E252@bestpractical.com>


On Jun 18, 2009, at 10:28 AM, Violetta J. Wawryk wrote:

> we just found out that in the people section everyone who can login  
> can
> search for people. So a person who has the following rights:
>
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
>
> can go to the people section and do a search like:
>
> userid doesn't contain xyz

I suspect you also have granted ShowConfigTab, otherwise
these users wouldn't see the Configuration menu.

There have been numerous fixes to this in the 3.8 series
and 3.6.7 was recently released to fix a different permissions issue

-kevin

>
> he gets all the users of the RT. Since this is a security issue, is
> there anything that I can do to prevent these searches?
>
> It might be disabled in a newer version, if so which would that be?
>
> A quick search on the list didn't give me an answer, therefore I  
> have to
> ask this. Sorry if it's been on the list before.
>
> Quick help is really appreciated, thanks in advance!!!!
>
> Regards
> Violetta
>
> -- 
> ________________________________ creating IT solutions
> Violetta J. Wawryk               science + computing ag
> IT-Service                       Hagellocher Weg 73
> phone +49 7071 9457 282          72070 Tuebingen, Germany
> fax   +49 7071 9457 211          www.science-computing.de
> -- 
> Vorstand/Board of Management:
> Dr. Bernd Finkbeiner, Dr. Roland Niemeier,
> Dr. Arno Steitz, Dr. Ingrid Zech
> Vorsitzender des Aufsichtsrats/
> Chairman of the Supervisory Board:
> Michel Lepert
> Sitz/Registered Office: Tuebingen
> Registergericht/Registration Court: Stuttgart
> Registernummer/Commercial Register No.: HRB 382196
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From fweimer at bfk.de  Thu Jun 18 12:49:54 2009
From: fweimer at bfk.de (Florian Weimer)
Date: Thu, 18 Jun 2009 18:49:54 +0200
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3A5CF7.3080405@lbl.gov> (Ken Crocker's message of "Thu\,
	18 Jun 2009 08\:27\:51 -0700")
References: <4A3A4F0E.80504@science-computing.de> <4A3A5CF7.3080405@lbl.gov>
Message-ID: <82eithh4gd.fsf@mid.bfk.de>

* Ken Crocker:

> Violetta,
>
>
>     Why is it a security issue?

Email addresses themselves are considered valuable data by some
people.  In this particular case, it might also reveal customer
contacts (which could be abused for various purposes, not just sending
spam).

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


From Andy.Speagle at wichita.edu  Thu Jun 18 12:54:50 2009
From: Andy.Speagle at wichita.edu (Speagle, Andy)
Date: Thu, 18 Jun 2009 11:54:50 -0500
Subject: [rt-users] Ticket Dependencies within Template
In-Reply-To: <EC2F9E5D7C19B444ACAC860BAA6F939432EB471D@exchange-01.ad.wichita.edu>
References: <EC2F9E5D7C19B444ACAC860BAA6F939432EB471D@exchange-01.ad.wichita.edu>
Message-ID: <EC2F9E5D7C19B444ACAC860BAA6F939432EB4789@exchange-01.ad.wichita.edu>

Self-Update,

> I can?t seem to get this right.  I have a template that creates a series of child tickets that I want to be
> interdependent based on the value of one or more custom fields.  Everything is working very well, save for
> actually creating the dependencies? here?s a bit of the relevant code:

I resolved this myself, by making the ?Preconfigure? custom field mandatory and using this code?

{{{
Depended-On-By: {($Tickets{'TOP'}->FirstCustomFieldValue('Preconfigure') eq 'Yes') ? "StepNetwork" : "StepTelecomm";}
}}}

I?m still a little weirded-out by the fact that the previous code didn?t succeed.

> {{{
> Depended-On-By: {
>   my $objDepTicket;
>
>   $objDepTicket = 'StepTelecomm' if ($strPre eq 'Yes');
>   $objDepTicket = 'TOP' if ($strPre eq 'No');
>
>   $objDepTicket;
> }
> }}}

It doesn?t seem significantly different? perhaps someone can clue me in to the relevant differences.

Thanks,

Andy Speagle

Rogue Unix Admin
Wichita State University

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Speagle, Andy
Sent: Thursday, June 18, 2009 8:28 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Ticket Dependencies within Template

Hi folks,

I can?t seem to get this right.  I have a template that creates a series of child tickets that I want to be interdependent based on the value of one or more custom fields.  Everything is working very well, save for actually creating the dependencies? here?s a bit of the relevant code:

{{{
===Create-Ticket: StepNetwork

.
.
.

Depended-On-By: {
  my $objDepTicket;

  $objDepTicket = $Tickets{'StepTelecomm'}->Id() if ($strPre eq 'Yes');
  $objDepTicket = $Tickets{'TOP'}->Id() if ($strPre eq 'No');

  $objDepTicket;
}

.
.
.

===Create-Ticket: StepTelecomm
}}}

I?ve tried this various ways? I can?t quite figure out how to reference the other tickets being created? or the parent ticket (aka TOP) for that matter? I?ve also tried the following unsuccessfully:

{{{
Depended-On-By: {
  my $objDepTicket;

  $objDepTicket = 'StepTelecomm' if ($strPre eq 'Yes');
  $objDepTicket = 'TOP' if ($strPre eq 'No');

  $objDepTicket;
}
}}}

Can anyone clue me in, please?...

Thanks,

Andy Speagle

Rogue Unix Admin
Wichita State University
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From rfh at vialtus.com  Thu Jun 18 12:57:15 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 18 Jun 2009 17:57:15 +0100
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3A4F0E.80504@science-computing.de>
References: <4A3A4F0E.80504@science-computing.de>
Message-ID: <4A3A71EB.3020501@vialtus.com>

Violetta;

You also made these people privileged (Let this user be granted rights 
is ticked), the question is do you want them to be privileged, if these 
are your customers then you should untick this and force them into the 
restricted SelfService, if you have to have them privileged then by 
default they will see the peoples tab, and to restrict that you will 
need to add extra code in few places.


Regards;
Roy


Violetta J. Wawryk wrote:
> Hi,
>
> RT is 3.6.1 on a debian system
>
> we just found out that in the people section everyone who can login can 
> search for people. So a person who has the following rights:
>
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
>
> can go to the people section and do a search like:
>
> userid doesn't contain xyz
>
> he gets all the users of the RT. Since this is a security issue, is 
> there anything that I can do to prevent these searches?
>
> It might be disabled in a newer version, if so which would that be?
>
> A quick search on the list didn't give me an answer, therefore I have to 
> ask this. Sorry if it's been on the list before.
>
> Quick help is really appreciated, thanks in advance!!!!
>
> Regards
> Violetta
>
>   


From kfcrocker at lbl.gov  Thu Jun 18 13:09:31 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 18 Jun 2009 10:09:31 -0700
Subject: [rt-users] Help with Old Status value
Message-ID: <4A3A74CB.3080404@lbl.gov>

To List,

I'm trying to get the old value of the ticket status so I can re-set it. 
So far, I have this:

my $trans = $self->TransactionObj;
my $oldvalue = $trans->Field('Status');
$oldvalue->Load($trans->OldValue );

and it's not working. Can anyone help? Thanks.

Kenn
LBNL


From rmp.dmd1229 at gmail.com  Thu Jun 18 13:10:47 2009
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Thu, 18 Jun 2009 13:10:47 -0400
Subject: [rt-users] Requestor eMail
Message-ID: <61d255bb0906181010s7824e997r7491a679cfaa02f2@mail.gmail.com>

Thanks Kevin for the response,

I checking procmail to filter before getting to mailgate however, procmail
filters on a user level and uses user home directory for the configuration
file.

We did not create user for RT, we just forward using alias

ie:

#RT Mailgate user for "production"
prod1: "|/opt/rt3/bin/rt-mailgate --queue prod1 --action correspond --url
http://srv1.domain.net/rt/"
Any email to prod1 at srv1.domain.net will go directly to RT Ticketing.  The
messages are stored on the RT DB.

Any more suggestion on what filter system can be used ?

Thanks!
Roehl


===

Filter it before it gets to rt-mailgate, otherwise once you get to
Scrips,
the ticket has already been created.

I believe someone else has already pointed you at the wiki for not
autoreplying

-keivn
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From rfh at vialtus.com  Thu Jun 18 13:32:19 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 18 Jun 2009 18:32:19 +0100
Subject: [rt-users] Help with Old Status value
In-Reply-To: <4A3A74CB.3080404@lbl.gov>
References: <4A3A74CB.3080404@lbl.gov>
Message-ID: <4A3A7A23.3060102@vialtus.com>

Ken;

In the nicest possible way you got this wrong by a mile, what are you 
trying to do, ist a scrip action ? do you want to reset the Status as 
soon as its changed to something else? or at a later transaction ie new 
update or modify etc?

Roy

 

Ken Crocker wrote:
> To List,
>
> I'm trying to get the old value of the ticket status so I can re-set it. 
> So far, I have this:
>
> my $trans = $self->TransactionObj;
> my $oldvalue = $trans->Field('Status');
> $oldvalue->Load($trans->OldValue );
>
> and it's not working. Can anyone help? Thanks.
>
> Kenn
> LBNL
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   


From kfcrocker at lbl.gov  Thu Jun 18 14:02:31 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 18 Jun 2009 11:02:31 -0700
Subject: [rt-users] Help with Old Status value
In-Reply-To: <4A3A7A23.3060102@vialtus.com>
References: <4A3A74CB.3080404@lbl.gov> <4A3A7A23.3060102@vialtus.com>
Message-ID: <4A3A8137.5080806@lbl.gov>

Raed,

HA! I'm not surprised, being a perl newbie. First, I've set the 
condition to check if the user is "resolving" the ticket (working). 
Then, I'm examining a CF to see if it has a value, which is working. If 
the CF has no value then I want to re-set the Ticket Status back to what 
it was. The simple thing would be to make the CF "Mandatory". However, I 
can't do that as my users rarely know what to put into the CF until they 
are about to resolve it. So, I need to check the CF at that point and if 
no value, not let them "resolve" the ticket. Any ideas?

Kenn
LBNL

On 6/18/2009 10:32 AM, Raed El-Hames wrote:
> Ken;
>
> In the nicest possible way you got this wrong by a mile, what are you 
> trying to do, ist a scrip action ? do you want to reset the Status as 
> soon as its changed to something else? or at a later transaction ie 
> new update or modify etc?
>
> Roy
>
>
>
> Ken Crocker wrote:
>> To List,
>>
>> I'm trying to get the old value of the ticket status so I can re-set 
>> it. So far, I have this:
>>
>> my $trans = $self->TransactionObj;
>> my $oldvalue = $trans->Field('Status');
>> $oldvalue->Load($trans->OldValue );
>>
>> and it's not working. Can anyone help? Thanks.
>>
>> Kenn
>> LBNL
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>   
>


From ruslan.zakirov at gmail.com  Thu Jun 18 15:01:58 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 18 Jun 2009 23:01:58 +0400
Subject: [rt-users] Help with Old Status value
In-Reply-To: <4A3A8137.5080806@lbl.gov>
References: <4A3A74CB.3080404@lbl.gov> <4A3A7A23.3060102@vialtus.com>
	<4A3A8137.5080806@lbl.gov>
Message-ID: <589c94400906181201h71f33d2aod7e7ccaa24dedacc@mail.gmail.com>

my ($status, $msg) = $self->TicketObj->SetStatus(
$transaction_object->OldValue );
unless ( $status ) {
    $RT::Logger->error( "Couldn't set status: $msg" );
    return 0;
}

On Thu, Jun 18, 2009 at 10:02 PM, Ken Crocker<kfcrocker at lbl.gov> wrote:
> Raed,
>
> HA! I'm not surprised, being a perl newbie. First, I've set the
> condition to check if the user is "resolving" the ticket (working).
> Then, I'm examining a CF to see if it has a value, which is working. If
> the CF has no value then I want to re-set the Ticket Status back to what
> it was. The simple thing would be to make the CF "Mandatory". However, I
> can't do that as my users rarely know what to put into the CF until they
> are about to resolve it. So, I need to check the CF at that point and if
> no value, not let them "resolve" the ticket. Any ideas?
>
> Kenn
> LBNL
>
> On 6/18/2009 10:32 AM, Raed El-Hames wrote:
>> Ken;
>>
>> In the nicest possible way you got this wrong by a mile, what are you
>> trying to do, ist a scrip action ? do you want to reset the Status as
>> soon as its changed to something else? or at a later transaction ie
>> new update or modify etc?
>>
>> Roy
>>
>>
>>
>> Ken Crocker wrote:
>>> To List,
>>>
>>> I'm trying to get the old value of the ticket status so I can re-set
>>> it. So far, I have this:
>>>
>>> my $trans = $self->TransactionObj;
>>> my $oldvalue = $trans->Field('Status');
>>> $oldvalue->Load($trans->OldValue );
>>>
>>> and it's not working. Can anyone help? Thanks.
>>>
>>> Kenn
>>> LBNL
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Thu Jun 18 15:15:36 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 18 Jun 2009 15:15:36 -0400
Subject: [rt-users] Requestor eMail
In-Reply-To: <61d255bb0906181010s7824e997r7491a679cfaa02f2@mail.gmail.com>
References: <61d255bb0906181010s7824e997r7491a679cfaa02f2@mail.gmail.com>
Message-ID: <BF594D02-D33D-4263-8F09-998AEF29852A@bestpractical.com>


On Jun 18, 2009, at 1:10 PM, rmp dmd wrote:

> Thanks Kevin for the response,
>
> I checking procmail to filter before getting to mailgate however,  
> procmail filters on a user level and uses user home directory for  
> the configuration file.
>
> We did not create user for RT, we just forward using alias
>
> ie:
>
> #RT Mailgate user for "production"
> prod1: "|/opt/rt3/bin/rt-mailgate --queue prod1 --action correspond  
> --url http://srv1.domain.net/rt/"
> Any email to prod1 at srv1.domain.net will go directly to RT  
> Ticketing.  The messages are stored on the RT DB.
>
> Any more suggestion on what filter system can be used ?

There is nothing stopping you from invoking procmail from aliases and
having procmail invoke the mailgate.  There are several examples if
you search on the wiki for procmail.

You don't say what your mail server is, but I know with postfix you  
could
just have it discard mail from certain addresses before it gets to rt- 
mailgate

This is really more of a question for your mail server than RT

-kevin

>  Filter it before it gets to rt-mailgate, otherwise once you get to
> Scrips,
> the ticket has already been created.
> I believe someone else has already pointed you at the wiki for not
> autoreplying
>
> -keivn
>



From kfcrocker at lbl.gov  Thu Jun 18 15:25:37 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 18 Jun 2009 12:25:37 -0700
Subject: [rt-users] Help with Old Status value
In-Reply-To: <589c94400906181201h71f33d2aod7e7ccaa24dedacc@mail.gmail.com>
References: <4A3A74CB.3080404@lbl.gov> <4A3A7A23.3060102@vialtus.com>
	<4A3A8137.5080806@lbl.gov>
	<589c94400906181201h71f33d2aod7e7ccaa24dedacc@mail.gmail.com>
Message-ID: <4A3A94B1.2090206@lbl.gov>

Ruslan,

    Thanks! That will be a big help.

Kenn
LBNL

On 6/18/2009 12:01 PM, Ruslan Zakirov wrote:
> my ($status, $msg) = $self->TicketObj->SetStatus(
> $transaction_object->OldValue );
> unless ( $status ) {
>     $RT::Logger->error( "Couldn't set status: $msg" );
>     return 0;
> }
>
> On Thu, Jun 18, 2009 at 10:02 PM, Ken Crocker<kfcrocker at lbl.gov> wrote:
>   
>> Raed,
>>
>> HA! I'm not surprised, being a perl newbie. First, I've set the
>> condition to check if the user is "resolving" the ticket (working).
>> Then, I'm examining a CF to see if it has a value, which is working. If
>> the CF has no value then I want to re-set the Ticket Status back to what
>> it was. The simple thing would be to make the CF "Mandatory". However, I
>> can't do that as my users rarely know what to put into the CF until they
>> are about to resolve it. So, I need to check the CF at that point and if
>> no value, not let them "resolve" the ticket. Any ideas?
>>
>> Kenn
>> LBNL
>>
>> On 6/18/2009 10:32 AM, Raed El-Hames wrote:
>>     
>>> Ken;
>>>
>>> In the nicest possible way you got this wrong by a mile, what are you
>>> trying to do, ist a scrip action ? do you want to reset the Status as
>>> soon as its changed to something else? or at a later transaction ie
>>> new update or modify etc?
>>>
>>> Roy
>>>
>>>
>>>
>>> Ken Crocker wrote:
>>>       
>>>> To List,
>>>>
>>>> I'm trying to get the old value of the ticket status so I can re-set
>>>> it. So far, I have this:
>>>>
>>>> my $trans = $self->TransactionObj;
>>>> my $oldvalue = $trans->Field('Status');
>>>> $oldvalue->Load($trans->OldValue );
>>>>
>>>> and it's not working. Can anyone help? Thanks.
>>>>
>>>> Kenn
>>>> LBNL
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>         
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
>
>
>
>   
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From falcone at bestpractical.com  Thu Jun 18 15:32:57 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 18 Jun 2009 15:32:57 -0400
Subject: [rt-users] link from ticket with CFs as areguments
In-Reply-To: <886475.254.qm@web55203.mail.re4.yahoo.com>
References: <886475.254.qm@web55203.mail.re4.yahoo.com>
Message-ID: <C2EAEB5E-E712-41D5-A967-7B83A007C39E@bestpractical.com>


On Jun 18, 2009, at 10:39 AM, Kim Jones wrote:

> Has anyone here figured out or can offer advice as to how to add to  
> the ticket metadata page a link to an external form with CFs in the  
> link arguments?
>
> As part of resolving  a ticket we need to use another online form.  
> We'd love to have a link on the ticket metadata page to that form  
> that includes arguments with the values of CFs so that these values  
> will appear in the appropriate places in this other form when we get  
> to it.
>
> So if my custom fields are:
>
> LRCID and title
>
> we'd like to addd a link like this:
>
> http://blah/form.php?LRCID=378548&title=foobar
>
> We are using RT 3.8.2.

You can do this for a single CF using the "Link values to" field on  
the Custom Field Basics page
If you need to include multiple CF or ticket fields in the external  
link, you'll need
to write some code

-kevin

-kevin

>
> Thanks for your help,
> K
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 v.wawryk at science-computing.de  Fri Jun 19 04:22:45 2009
From: v.wawryk at science-computing.de (Violetta J. Wawryk)
Date: Fri, 19 Jun 2009 10:22:45 +0200
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3A71EB.3020501@vialtus.com>
References: <4A3A4F0E.80504@science-computing.de>
	<4A3A71EB.3020501@vialtus.com>
Message-ID: <4A3B4AD5.4060804@science-computing.de>

Hello,

yes I have to make him priviledged because he is a kind of controll 
instance who has to see what orders (a ticket is a order) have been made.

Thanks to all who answered. I cannot believe that noone ever thought of 
this as a security bug.

@Kevin: no I did not grant ShowConfigTab to anyone, to be honest I 
didn't even know that this one existed.


 >Email addresses themselves are considered valuable data by some
 >people.  In this particular case, it might also reveal customer
 >contacts (which could be abused for various purposes, not just sending
 >spam).

@Florian: yes, you are absolutly right.

Since a collegue found another security issue, can anyone tell me an 
emailadress where to send security issues that should definitly not be 
public?

Thanks in advance
Violetta


Raed El-Hames schrieb:
> Violetta;
> 
> You also made these people privileged (Let this user be granted rights 
> is ticked), the question is do you want them to be privileged, if these 
> are your customers then you should untick this and force them into the 
> restricted SelfService, if you have to have them privileged then by 
> default they will see the peoples tab, and to restrict that you will 
> need to add extra code in few places.
> 
> 
> Regards;
> Roy
> 
> 
> Violetta J. Wawryk wrote:
>> Hi,
>>
>> RT is 3.6.1 on a debian system
>>
>> we just found out that in the people section everyone who can login 
>> can search for people. So a person who has the following rights:
>>
>> CreateTicket
>> ReplyToTicket
>> SeeQueue
>> ShowTicket
>>
>> can go to the people section and do a search like:
>>
>> userid doesn't contain xyz
>>
>> he gets all the users of the RT. Since this is a security issue, is 
>> there anything that I can do to prevent these searches?
>>
>> It might be disabled in a newer version, if so which would that be?
>>
>> A quick search on the list didn't give me an answer, therefore I have 
>> to ask this. Sorry if it's been on the list before.
>>
>> Quick help is really appreciated, thanks in advance!!!!
>>
>> Regards
>> Violetta
>>
>>   


-- 
________________________________ creating IT solutions
Violetta J. Wawryk               science + computing ag
IT-Service                       Hagellocher Weg 73
phone +49 7071 9457 282          72070 Tuebingen, Germany
fax   +49 7071 9457 211          www.science-computing.de
-- 
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Roland Niemeier, 
Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Michel Lepert
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196 




From rfh at vialtus.com  Fri Jun 19 04:55:28 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 19 Jun 2009 09:55:28 +0100
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3B4AD5.4060804@science-computing.de>
References: <4A3A4F0E.80504@science-computing.de>
	<4A3A71EB.3020501@vialtus.com>
	<4A3B4AD5.4060804@science-computing.de>
Message-ID: <4A3B5280.6000508@vialtus.com>

Because its not a security issue, your implementation might be wrong and 
causing a security concern to you.
The "him" you are talking about is he a staff member? , if yes then in 
my opinion there is no harm to let him see all the email addresses, I am 
sure if he is to abuse any data available to him he would do that with 
not just RT but all the other internal systems available to him.
If he is a customer or third party, then you would need to change the 
way you are using RT with regard to customers/3rd party, and make them 
un-privileged, un-priviledged users can still access RT and able to see 
all tickets were they are the requesters, or  even Cc with little 
modification to the SelfService  interface.

Regards;
Roy
 
Violetta J. Wawryk wrote:
> Hello,
>
> yes I have to make him priviledged because he is a kind of controll 
> instance who has to see what orders (a ticket is a order) have been made.
>
> Thanks to all who answered. I cannot believe that noone ever thought of 
> this as a security bug.
>
> @Kevin: no I did not grant ShowConfigTab to anyone, to be honest I 
> didn't even know that this one existed.
>
>
>  >Email addresses themselves are considered valuable data by some
>  >people.  In this particular case, it might also reveal customer
>  >contacts (which could be abused for various purposes, not just sending
>  >spam).
>
> @Florian: yes, you are absolutly right.
>
> Since a collegue found another security issue, can anyone tell me an 
> emailadress where to send security issues that should definitly not be 
> public?
>
> Thanks in advance
> Violetta
>
>
> Raed El-Hames schrieb:
>   
>> Violetta;
>>
>> You also made these people privileged (Let this user be granted rights 
>> is ticked), the question is do you want them to be privileged, if these 
>> are your customers then you should untick this and force them into the 
>> restricted SelfService, if you have to have them privileged then by 
>> default they will see the peoples tab, and to restrict that you will 
>> need to add extra code in few places.
>>
>>
>> Regards;
>> Roy
>>
>>
>> Violetta J. Wawryk wrote:
>>     
>>> Hi,
>>>
>>> RT is 3.6.1 on a debian system
>>>
>>> we just found out that in the people section everyone who can login 
>>> can search for people. So a person who has the following rights:
>>>
>>> CreateTicket
>>> ReplyToTicket
>>> SeeQueue
>>> ShowTicket
>>>
>>> can go to the people section and do a search like:
>>>
>>> userid doesn't contain xyz
>>>
>>> he gets all the users of the RT. Since this is a security issue, is 
>>> there anything that I can do to prevent these searches?
>>>
>>> It might be disabled in a newer version, if so which would that be?
>>>
>>> A quick search on the list didn't give me an answer, therefore I have 
>>> to ask this. Sorry if it's been on the list before.
>>>
>>> Quick help is really appreciated, thanks in advance!!!!
>>>
>>> Regards
>>> Violetta
>>>
>>>   
>>>       
>
>
>   


From jesse at bestpractical.com  Fri Jun 19 07:26:21 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Jun 2009 07:26:21 -0400
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3B4AD5.4060804@science-computing.de>
References: <4A3A4F0E.80504@science-computing.de>
	<4A3A71EB.3020501@vialtus.com>
	<4A3B4AD5.4060804@science-computing.de>
Message-ID: <20090619112621.GF31050@bestpractical.com>


On Fri, Jun 19, 2009 at 10:22:45AM +0200, Violetta J. Wawryk wrote:
> Hello,
> 
> Thanks to all who answered. I cannot believe that noone ever thought of 
> this as a security bug.

The "full" interface of RT is really intended as an interface for staff
which is likely why you're finding that nobody else considers this a
security issue.

> Since a collegue found another security issue, can anyone tell me an 
> emailadress where to send security issues that should definitly not be 
> public?

Certainly. Please email security at bestpractical.com.  Thanks very much
for your diligence. 

Best,
Jesse Vincent
Best Practical


From falcone at bestpractical.com  Fri Jun 19 10:10:10 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 19 Jun 2009 10:10:10 -0400
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3B4AD5.4060804@science-computing.de>
References: <4A3A4F0E.80504@science-computing.de>
	<4A3A71EB.3020501@vialtus.com>
	<4A3B4AD5.4060804@science-computing.de>
Message-ID: <D20E203B-BA01-4416-AB1E-3A95EFBC7637@bestpractical.com>


On Jun 19, 2009, at 4:22 AM, Violetta J. Wawryk wrote:

> yes I have to make him priviledged because he is a kind of controll
> instance who has to see what orders (a ticket is a order) have been  
> made.
>
> Thanks to all who answered. I cannot believe that noone ever thought  
> of
> this as a security bug.
>
> @Kevin: no I did not grant ShowConfigTab to anyone, to be honest I
> didn't even know that this one existed.

I just installed RT 3.6.1 and made a privileged tester user
that has been globally granted
CreateTicket
ReplyToTicket
SeeQueue
ShowTicket

When logging in as this user, I don't see the Configuration tab.
How do I navigate to the User search page to test userid doesn't
contain xyz?

-kevin



From rfh at vialtus.com  Fri Jun 19 10:16:58 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 19 Jun 2009 15:16:58 +0100
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <D20E203B-BA01-4416-AB1E-3A95EFBC7637@bestpractical.com>
References: <4A3A4F0E.80504@science-computing.de>	<4A3A71EB.3020501@vialtus.com>	<4A3B4AD5.4060804@science-computing.de>
	<D20E203B-BA01-4416-AB1E-3A95EFBC7637@bestpractical.com>
Message-ID: <4A3B9DDA.5090102@vialtus.com>

Kevin;

Open any of the tickets you can see and click on the People tab
 Find people whose
User Id does n't contain xyz and click Go!

Roy

Kevin Falcone wrote:
> On Jun 19, 2009, at 4:22 AM, Violetta J. Wawryk wrote:
>
>   
>> yes I have to make him priviledged because he is a kind of controll
>> instance who has to see what orders (a ticket is a order) have been  
>> made.
>>
>> Thanks to all who answered. I cannot believe that noone ever thought  
>> of
>> this as a security bug.
>>
>> @Kevin: no I did not grant ShowConfigTab to anyone, to be honest I
>> didn't even know that this one existed.
>>     
>
> I just installed RT 3.6.1 and made a privileged tester user
> that has been globally granted
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
>
> When logging in as this user, I don't see the Configuration tab.
> How do I navigate to the User search page to test userid doesn't
> contain xyz?
>
> -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 falcone at bestpractical.com  Fri Jun 19 10:24:43 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 19 Jun 2009 10:24:43 -0400
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3B9DDA.5090102@vialtus.com>
References: <4A3A4F0E.80504@science-computing.de>	<4A3A71EB.3020501@vialtus.com>	<4A3B4AD5.4060804@science-computing.de>
	<D20E203B-BA01-4416-AB1E-3A95EFBC7637@bestpractical.com>
	<4A3B9DDA.5090102@vialtus.com>
Message-ID: <7050E7B3-C8F1-4246-AFF0-F17A52928714@bestpractical.com>


On Jun 19, 2009, at 10:16 AM, Raed El-Hames wrote:

>
> Open any of the tickets you can see and click on the People tab
> Find people whose
> User Id does n't contain xyz and click Go!

Oh, that user search.  I thought we were allowing
access to the user administration section

Thank you for a clearer bug report Raed

As Jesse said, the full UI is meant for staff, which
explains the ability to see other users.  It isn't clear
to me how people would want this fixed, since
removing the ability to search pretty much dooms
people to typing in email addresses incorrectly

-kevin



> Kevin Falcone wrote:
>> On Jun 19, 2009, at 4:22 AM, Violetta J. Wawryk wrote:
>>
>>
>>> yes I have to make him priviledged because he is a kind of controll
>>> instance who has to see what orders (a ticket is a order) have been
>>> made.
>>>
>>> Thanks to all who answered. I cannot believe that noone ever thought
>>> of
>>> this as a security bug.
>>>
>>> @Kevin: no I did not grant ShowConfigTab to anyone, to be honest I
>>> didn't even know that this one existed.
>>>
>>
>> I just installed RT 3.6.1 and made a privileged tester user
>> that has been globally granted
>> CreateTicket
>> ReplyToTicket
>> SeeQueue
>> ShowTicket
>>
>> When logging in as this user, I don't see the Configuration tab.
>> How do I navigate to the User search page to test userid doesn't
>> contain xyz?
>>
>> -kevin
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From rfh at vialtus.com  Fri Jun 19 11:14:14 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 19 Jun 2009 16:14:14 +0100
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <7050E7B3-C8F1-4246-AFF0-F17A52928714@bestpractical.com>
References: <4A3A4F0E.80504@science-computing.de>	<4A3A71EB.3020501@vialtus.com>	<4A3B4AD5.4060804@science-computing.de>	<D20E203B-BA01-4416-AB1E-3A95EFBC7637@bestpractical.com>	<4A3B9DDA.5090102@vialtus.com>
	<7050E7B3-C8F1-4246-AFF0-F17A52928714@bestpractical.com>
Message-ID: <4A3BAB46.1080605@vialtus.com>


> Oh, that user search.  I thought we were allowing
> access to the user administration section
>
> Thank you for a clearer bug report Raed
>
> As Jesse said, the full UI is meant for staff, which
> explains the ability to see other users.  It isn't clear
> to me how people would want this fixed, since
> removing the ability to search pretty much dooms
> people to typing in email addresses incorrectly
>
>
>   

Agree , I think it was down to wrong implementation as I and Jesse 
explained in an earlier posts.

Regards;

Roy


From kfcrocker at lbl.gov  Fri Jun 19 11:34:15 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 19 Jun 2009 08:34:15 -0700
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3B4AD5.4060804@science-computing.de>
References: <4A3A4F0E.80504@science-computing.de>
	<4A3A71EB.3020501@vialtus.com>
	<4A3B4AD5.4060804@science-computing.de>
Message-ID: <4A3BAFF7.2020008@lbl.gov>

Violetta,

    I just thought of an idea, but it would require a bit of work. Why 
not try create some views that have only the info you want these user to 
see and then remove them from RT. They can still get to the RT info thru 
the views, which SHOULD suffice, since they are gonna be creating 
searchs and reports. I'm not sure how your infrastructure is where you 
work, but we have many users that do NOT access RT, but create their own 
SQL reports all the time thru the views. We're on Orcale, but I'm sure 
the same concept is doable with other DB's. I even have some SQL that I 
use to create the views. I'd be MORE than happy to send it to you and 
you can modify the info as per your needs. They even have comments, 
which you can't get to in RT Query. Just a thought.

Kenn
LBNL

On 6/19/2009 1:22 AM, Violetta J. Wawryk wrote:
> Hello,
>
> yes I have to make him priviledged because he is a kind of controll 
> instance who has to see what orders (a ticket is a order) have been made.
>
> Thanks to all who answered. I cannot believe that noone ever thought of 
> this as a security bug.
>
> @Kevin: no I did not grant ShowConfigTab to anyone, to be honest I 
> didn't even know that this one existed.
>
>
>  >Email addresses themselves are considered valuable data by some
>  >people.  In this particular case, it might also reveal customer
>  >contacts (which could be abused for various purposes, not just sending
>  >spam).
>
> @Florian: yes, you are absolutly right.
>
> Since a collegue found another security issue, can anyone tell me an 
> emailadress where to send security issues that should definitly not be 
> public?
>
> Thanks in advance
> Violetta
>
>
> Raed El-Hames schrieb:
>   
>> Violetta;
>>
>> You also made these people privileged (Let this user be granted rights 
>> is ticked), the question is do you want them to be privileged, if these 
>> are your customers then you should untick this and force them into the 
>> restricted SelfService, if you have to have them privileged then by 
>> default they will see the peoples tab, and to restrict that you will 
>> need to add extra code in few places.
>>
>>
>> Regards;
>> Roy
>>
>>
>> Violetta J. Wawryk wrote:
>>     
>>> Hi,
>>>
>>> RT is 3.6.1 on a debian system
>>>
>>> we just found out that in the people section everyone who can login 
>>> can search for people. So a person who has the following rights:
>>>
>>> CreateTicket
>>> ReplyToTicket
>>> SeeQueue
>>> ShowTicket
>>>
>>> can go to the people section and do a search like:
>>>
>>> userid doesn't contain xyz
>>>
>>> he gets all the users of the RT. Since this is a security issue, is 
>>> there anything that I can do to prevent these searches?
>>>
>>> It might be disabled in a newer version, if so which would that be?
>>>
>>> A quick search on the list didn't give me an answer, therefore I have 
>>> to ask this. Sorry if it's been on the list before.
>>>
>>> Quick help is really appreciated, thanks in advance!!!!
>>>
>>> Regards
>>> Violetta
>>>
>>>   
>>>       
>
>
>   
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From benjamin at gaiahost.coop  Fri Jun 19 12:30:03 2009
From: benjamin at gaiahost.coop (Benjamin Bradley)
Date: Fri, 19 Jun 2009 11:30:03 -0500
Subject: [rt-users] RTFM in loaded modules/Plugins, but no Link/not active?
Message-ID: <4A3BBD0B.2000107@gaiahost.coop>

Hi,
I am upgrading an old version of RT & RTFM to the latest/greatest. The 
RT upgrade went off without a hitch, and the RTFM upgrade also produced 
no errors, but I am not seeing the RTFM links in my menu, and my old 
RTFM URLs are giving 404 "not found" errors. What is even weirder, is 
that the RTFM module DOES show up in my list of "Loaded Modules" and is 
listed under Plugins on my RT's System Configuration page.

Any advice/help as to how to resolve this would be appreciated.

Here are more details:
Original installation versions:
RT = 3.4.4
RTFM = 2.2.0RC2
OS = FreeBSD 6.0

Using a non-standard installation directory at /web/mydomain.com/rt-3.8.4
NOTE: I was able to specify this with the --prefix option during the 
'configure' stage of the RT install, but nothing similar for the RTFM 
installation, so I manually edited the generated Makefile and replaced 
all instances of /usr/local/rt3/local/ as well as /usr/local/rt3/share/ 
and finally /usr/local/rt3/ with my custom install directory. The 'make 
install' went off without any errors and I verified that the RT::FM 
modules and config did end up in the correct lib and etc directories 
under by custom install dir.
Thinking that this may have been the cause of my error, I re-ran the 
'make install' using the original makefile, and still have not had any 
luck getting it to show up anywhere.

Here are my full installation notes. 
---------------------------------------------
1. Upgraded RT from 3.4.4 -> 3.8.4 by basically doing a fresh code 
installation of 3.8.4, upgrading my database, and copying over the 
configuration from RT_SiteConfig - no problem, everything is running 
except that RTFM is not there.
2. ran `perl Makefile.PL`
NOTE: this seemed to pick up default installation directory at 
/usr/local/rt3/local/
trying with a --prefix option... unsuccessful.
 > '--PREFIX' is not a known MakeMaker parameter name.

the Makefile.PL itself is pretty sparse.
checking the web for instructions on installing RTFM in a non-standard 
directory...
seeing references to this problem, but no clear answers
ref: 
http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg04487.html

checking out the generated makefile...
there are a few references, looks like i can probably just replace them 
with sed:
sed -e "s@/usr/local/rt3/local@/web/mydomain.comrt-3.8.4 at g" -i .bak Makefile
sed -e "s@/usr/local/rt3/share@/web/mydomain.comrt-3.8.4 at g" -i .bak Makefile
sed -e "s@/usr/local/rt3@/web/mydomain.com/rt-3.8.4 at g" -i .bak Makefile

trying out the installation:
$ make install
... seems to have completed successfully, no errors.

generate table upgrade SQL:
$ perl etc/upgrade/upgrade-mysql-schema.pl mydomain_com rt_user rt_pass 
 > sql.queries

Applied the queries:
$ mysql -u root -p<pass> mydomain_com < sql.queries

enabled RTFM in RT_SiteConfig.pm file - added the following line:
   Set(@Plugins,qw(RT::FM));

Cleared the mason cache:
$ rm -rf /web/mydomain.com/rt-3.8.4/var/mason_data/*

restart apache
$ apachectl stop / startssl

Testing!!!
hmm... still getting "page not found" for an RTFM link:
https://mydomain.com/rt/RTFM/Article/Display.html?id=59
also, RTFM is not showing up in the menu bar links.

RT/FM modules DO exist in the lib/ directory...

NOTE:under RT's system configuration:
https://mydomain.com/rt/Admin/Tools/Configuration.html
I DO see the RT::FM Plugin is loaded...
and under loaded modules, the new version (RT::FM v2.4.2;) is listed.

reviewing the documentation at lib/RT/FM/Introduction.pod ...

tried clearing the cache and restarting apache again...
hmm... still no RTFM in the menu.

trying an installation with the default makefile...
cleared the cache and restarted apache...
nope... still no RTFM in the menu.


-- 
Benjamin Bradley
benjamin at gaiahost.coop            1-800-672-8060 x802
-----------------------------------------------------
GAIA Host Collective, LLC    http://www.gaiahost.coop
       "Reliable Internet hosting services 
   from a worker-owned cooperative dedicated to 
     environmental and social sustainability."
general support email:          support at gaiahost.coop
urgent support issues:              1-800-672-8060 x0
-----------------------------------------------------



From falcone at bestpractical.com  Fri Jun 19 13:20:57 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 19 Jun 2009 13:20:57 -0400
Subject: [rt-users] RTFM in loaded modules/Plugins,
	but no Link/not active?
In-Reply-To: <4A3BBD0B.2000107@gaiahost.coop>
References: <4A3BBD0B.2000107@gaiahost.coop>
Message-ID: <72995D03-4D79-4EE6-93BB-61A2C945D4DF@bestpractical.com>


On Jun 19, 2009, at 12:30 PM, Benjamin Bradley wrote:

> Hi,
> I am upgrading an old version of RT & RTFM to the latest/greatest. The
> RT upgrade went off without a hitch, and the RTFM upgrade also  
> produced
> no errors, but I am not seeing the RTFM links in my menu, and my old
> RTFM URLs are giving 404 "not found" errors. What is even weirder, is
> that the RTFM module DOES show up in my list of "Loaded Modules" and  
> is
> listed under Plugins on my RT's System Configuration page.
>
> Any advice/help as to how to resolve this would be appreciated.
>
> Here are more details:
> Original installation versions:
> RT = 3.4.4
> RTFM = 2.2.0RC2
> OS = FreeBSD 6.0
>
> Using a non-standard installation directory at /web/mydomain.com/ 
> rt-3.8.4
> NOTE: I was able to specify this with the --prefix option during the
> 'configure' stage of the RT install, but nothing similar for the RTFM
> installation, so I manually edited the generated Makefile and replaced
> all instances of /usr/local/rt3/local/ as well as /usr/local/rt3/ 
> share/
> and finally /usr/local/rt3/ with my custom install directory. The  
> 'make
> install' went off without any errors and I verified that the RT::FM
> modules and config did end up in the correct lib and etc directories
> under by custom install dir.
> Thinking that this may have been the cause of my error, I re-ran the
> 'make install' using the original makefile, and still have not had any
> luck getting it to show up anywhere.
>
> Here are my full installation notes.
> ---------------------------------------------
> 1. Upgraded RT from 3.4.4 -> 3.8.4 by basically doing a fresh code
> installation of 3.8.4, upgrading my database, and copying over the
> configuration from RT_SiteConfig - no problem, everything is running
> except that RTFM is not there.
> 2. ran `perl Makefile.PL`
> NOTE: this seemed to pick up default installation directory at
> /usr/local/rt3/local/
> trying with a --prefix option... unsuccessful.
>> '--PREFIX' is not a known MakeMaker parameter name.

try

RTHOME=/path/to/your/rt/root/directory perl Makefile.PL

This sounds like your files somehow didn't end up in
$RTHOME/local/plugins/RT-FM/ like they should have

You say that RT/FM.pm is in lib/ which is really the wrong place,
it should all be installed under the plugins directory

-kevin

>
> the Makefile.PL itself is pretty sparse.
> checking the web for instructions on installing RTFM in a non-standard
> directory...
> seeing references to this problem, but no clear answers
> ref:
> http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg04487.html
>
> checking out the generated makefile...
> there are a few references, looks like i can probably just replace  
> them
> with sed:
> sed -e "s@/usr/local/rt3/local@/web/mydomain.comrt-3.8.4 at g" -i .bak  
> Makefile
> sed -e "s@/usr/local/rt3/share@/web/mydomain.comrt-3.8.4 at g" -i .bak  
> Makefile
> sed -e "s@/usr/local/rt3@/web/mydomain.com/rt-3.8.4 at g" -i .bak  
> Makefile
>
> trying out the installation:
> $ make install
> ... seems to have completed successfully, no errors.
>
> generate table upgrade SQL:
> $ perl etc/upgrade/upgrade-mysql-schema.pl mydomain_com rt_user  
> rt_pass
>> sql.queries
>
> Applied the queries:
> $ mysql -u root -p<pass> mydomain_com < sql.queries
>
> enabled RTFM in RT_SiteConfig.pm file - added the following line:
>   Set(@Plugins,qw(RT::FM));
>
> Cleared the mason cache:
> $ rm -rf /web/mydomain.com/rt-3.8.4/var/mason_data/*
>
> restart apache
> $ apachectl stop / startssl
>
> Testing!!!
> hmm... still getting "page not found" for an RTFM link:
> https://mydomain.com/rt/RTFM/Article/Display.html?id=59
> also, RTFM is not showing up in the menu bar links.
>
> RT/FM modules DO exist in the lib/ directory...
>
> NOTE:under RT's system configuration:
> https://mydomain.com/rt/Admin/Tools/Configuration.html
> I DO see the RT::FM Plugin is loaded...
> and under loaded modules, the new version (RT::FM v2.4.2;) is listed.
>
> reviewing the documentation at lib/RT/FM/Introduction.pod ...
>
> tried clearing the cache and restarting apache again...
> hmm... still no RTFM in the menu.
>
> trying an installation with the default makefile...
> cleared the cache and restarted apache...
> nope... still no RTFM in the menu.
>
>
> -- 
> Benjamin Bradley
> benjamin at gaiahost.coop            1-800-672-8060 x802
> -----------------------------------------------------
> GAIA Host Collective, LLC    http://www.gaiahost.coop
>       "Reliable Internet hosting services
>   from a worker-owned cooperative dedicated to
>     environmental and social sustainability."
> general support email:          support at gaiahost.coop
> urgent support issues:              1-800-672-8060 x0
> -----------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 benjamin at gaiahost.coop  Fri Jun 19 16:40:22 2009
From: benjamin at gaiahost.coop (Benjamin Bradley)
Date: Fri, 19 Jun 2009 15:40:22 -0500
Subject: [rt-users] RTFM in loaded modules/Plugins,
	but no Link/not active?
In-Reply-To: <72995D03-4D79-4EE6-93BB-61A2C945D4DF@bestpractical.com>
References: <4A3BBD0B.2000107@gaiahost.coop>
	<72995D03-4D79-4EE6-93BB-61A2C945D4DF@bestpractical.com>
Message-ID: <4A3BF7B6.706@gaiahost.coop>

Kevin,
That did it. Thanks for the tip!

That RTHOME trick should be included in the RTFM README docs! :)

Cheers,
Benjamin


Kevin Falcone wrote:
>
> try
>
> RTHOME=/path/to/your/rt/root/directory perl Makefile.PL
>
> This sounds like your files somehow didn't end up in
> $RTHOME/local/plugins/RT-FM/ like they should have
>
> You say that RT/FM.pm is in lib/ which is really the wrong place,
> it should all be installed under the plugins directory
>
> -kevin
>
>   


-- 
Benjamin Bradley
benjamin at gaiahost.coop            1-800-672-8060 x802
-----------------------------------------------------
GAIA Host Collective, LLC    http://www.gaiahost.coop
       "Reliable Internet hosting services 
   from a worker-owned cooperative dedicated to 
     environmental and social sustainability."
general support email:          support at gaiahost.coop
urgent support issues:              1-800-672-8060 x0
-----------------------------------------------------



From raanders at cyber-office.net  Fri Jun 19 16:50:46 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Fri, 19 Jun 2009 13:50:46 -0700
Subject: [rt-users] RT2toRT3, 2.0.15 to 3.8.x, and PostgreSQL
Message-ID: <4A3BFA26.3000005@cyber-office.net>

I've searched the list archives (well at least the "users") and took a 
brief look through the code but still have a few questions.

1. Will I be able to use RT2toRT3 with being PostgreSQL instead of MySQL?

2. Can I move the files created by rt-2.0-to-dumpfile from the current 
system to another then then run dumpfile-to-rt-3.0?

3. What is the minimum number of versions needed to get from 2.0.15 to 
3.8.4?

and while I'm asking

4. Has anyone actually done this?  I didn't see a follow-up to the 
message in the archives about going from 2.0.15 to 3.8.x


\\||/
Rod
-- 


From raanders at cyber-office.net  Fri Jun 19 17:13:12 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Fri, 19 Jun 2009 14:13:12 -0700
Subject: [rt-users] RT2toRT3, 2.0.15 to 3.8.x, and PostgreSQL
In-Reply-To: <4A3BFA26.3000005@cyber-office.net>
References: <4A3BFA26.3000005@cyber-office.net>
Message-ID: <4A3BFF68.8080408@cyber-office.net>

Roderick A. Anderson wrote:
> I've searched the list archives (well at least the "users") and took a 
> brief look through the code but still have a few questions.
> 
> 1. Will I be able to use RT2toRT3 with being PostgreSQL instead of MySQL?

Man I should be better at proof reading my own messages.  It should be:

1. Will I be able to use RT2toRT3 with PostgreSQL instead of MySQL?


\\||/
Rod
-- 




From falcone at bestpractical.com  Fri Jun 19 17:26:27 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 19 Jun 2009 17:26:27 -0400
Subject: [rt-users] RT2toRT3, 2.0.15 to 3.8.x, and PostgreSQL
In-Reply-To: <4A3BFA26.3000005@cyber-office.net>
References: <4A3BFA26.3000005@cyber-office.net>
Message-ID: <F51FD2BE-CE16-44A7-AA9D-1525E7DE2351@bestpractical.com>


On Jun 19, 2009, at 4:50 PM, Roderick A. Anderson wrote:

> I've searched the list archives (well at least the "users") and took a
> brief look through the code but still have a few questions.
>
> 1. Will I be able to use RT2toRT3 with being PostgreSQL instead of  
> MySQL?

Yes, the conversion is done in perl.  I've done it on mysql and postgres

>
> 2. Can I move the files created by rt-2.0-to-dumpfile from the current
> system to another then then run dumpfile-to-rt-3.0?

yes.

>
> 3. What is the minimum number of versions needed to get from 2.0.15 to
> 3.8.4?

I don't understand your questions, the converter will go directly
from 2.x to 3.x.  At one point it required you to go to 3.2 and
then go up from there, but that was fixed years ago.

> and while I'm asking
>
> 4. Has anyone actually done this?  I didn't see a follow-up to the
> message in the archives about going from 2.0.15 to 3.8.x

Do a test conversion and see what happens.
Use a backup of your rt2 database so you can do it all on your test box,
report bugs.

-kevin


From raanders at cyber-office.net  Fri Jun 19 18:28:07 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Fri, 19 Jun 2009 15:28:07 -0700
Subject: [rt-users] RT2toRT3, 2.0.15 to 3.8.x, and PostgreSQL
In-Reply-To: <F51FD2BE-CE16-44A7-AA9D-1525E7DE2351@bestpractical.com>
References: <4A3BFA26.3000005@cyber-office.net>
	<F51FD2BE-CE16-44A7-AA9D-1525E7DE2351@bestpractical.com>
Message-ID: <4A3C10F7.2040803@cyber-office.net>

Kevin Falcone wrote:
> On Jun 19, 2009, at 4:50 PM, Roderick A. Anderson wrote:
> 
>> I've searched the list archives (well at least the "users") and took a
>> brief look through the code but still have a few questions.
>>
>> 1. Will I be able to use RT2toRT3 with being PostgreSQL instead of  
>> MySQL?
> 
> Yes, the conversion is done in perl.  I've done it on mysql and postgres

Great.

>> 2. Can I move the files created by rt-2.0-to-dumpfile from the current
>> system to another then then run dumpfile-to-rt-3.0?
> 
> yes.

Better!

>> 3. What is the minimum number of versions needed to get from 2.0.15 to
>> 3.8.4?
> 
> I don't understand your questions, the converter will go directly
> from 2.x to 3.x.  At one point it required you to go to 3.2 and
> then go up from there, but that was fixed years ago.

I've been off the list for around three years.  :-(  RT (2.0.15) just 
kept chugging and I was off on other projects.  The system is getting 
long-in-the-tooth hardware-wise and is going to replaced so it makes 
sense to upgrade it all.  :-)

>> and while I'm asking
>>
>> 4. Has anyone actually done this?  I didn't see a follow-up to the
>> message in the archives about going from 2.0.15 to 3.8.x
> 
> Do a test conversion and see what happens.
> Use a backup of your rt2 database so you can do it all on your test box,
> report bugs.

Will do.

Thanks Kevin.


\\||/
Rod
-- 


From lists at niemconsult.com  Sat Jun 20 09:38:24 2009
From: lists at niemconsult.com (David Niemeijer)
Date: Sat, 20 Jun 2009 15:38:24 +0200
Subject: [rt-users] Article creation permissions issue with RTFM
Message-ID: <E3EDEDE1-29F4-401D-B150-E0DE8B6C480D@niemconsult.com>

Hi,

I have just added RTFM (RTFM-2.4.2) to my RT install (rt-3.8.3) and  
everything seems to work pretty well except for one issue. When I try  
to add a new article to class X I get a permission denied result after  
entering the basics, contents, topics and pressing Create. This is for  
a user that is part for the group that has group that has the  
following rights:

CreateArticle
ModifyArticle
SeeClass
ShowArticle
ShowArticleHistory

The article contains a custom field "body" for which this group has  
the following rights:

AdminCustomField
ModifyCustomField
SeeCustomField

I have not set any special rights for the individual users, just for  
the group of which they are part.

I can create new articles fine with the root user, just not with  
regular user that is part of the group that should be able to add  
articles.

Anyone an idea what I am doing wrong? Is there another right that I  
must set? Do I need to clear some kind of cache (just loggin in and  
out does not seem to address the issue)?

Thanks,

david.


From dusty at megagram.com  Sat Jun 20 16:42:27 2009
From: dusty at megagram.com (Dusty Wilson [Megagram])
Date: Sat, 20 Jun 2009 15:42:27 -0500
Subject: [rt-users] Use REST to set group rights for a user
Message-ID: <973bfb750906201342j744b614buce6742d762492c04@mail.gmail.com>

I haven't found this anywhere yet.  ("rt" is such a terribly difficult
thing to search for online.  I end up with email archives with "rt" in
the subject line!)

Is there a way to use REST or the command line "rt" tool to set a
user's rights within a group (add a user to a group with specific
rights)?  Also, is there a way to do the same with a group's rights to
a queue (add a group to a queue with specific rights)?

I'm using RT::Client::REST to do everything else, but I haven't found
a way to do these two things.

Thanks!
Dusty


From lists at niemconsult.com  Sun Jun 21 03:42:00 2009
From: lists at niemconsult.com (David Niemeijer)
Date: Sun, 21 Jun 2009 09:42:00 +0200
Subject: [rt-users] Article creation permissions issue with RTFM
In-Reply-To: <E3EDEDE1-29F4-401D-B150-E0DE8B6C480D@niemconsult.com>
References: <E3EDEDE1-29F4-401D-B150-E0DE8B6C480D@niemconsult.com>
Message-ID: <5292021F-2E33-4DA8-BBBA-D9D7F7F25AD0@niemconsult.com>

Ok, I found the solution to my earlier question. I needed to also add  
the ModifyArticleTopics right to the Group rights. That resolved the  
permission denied error.

david.
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From v.wawryk at science-computing.de  Mon Jun 22 05:03:08 2009
From: v.wawryk at science-computing.de (Violetta J. Wawryk)
Date: Mon, 22 Jun 2009 11:03:08 +0200
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3BAFF7.2020008@lbl.gov>
References: <4A3A4F0E.80504@science-computing.de>
	<4A3A71EB.3020501@vialtus.com>
	<4A3B4AD5.4060804@science-computing.de> <4A3BAFF7.2020008@lbl.gov>
Message-ID: <4A3F48CC.5070906@science-computing.de>

Hi Kenn,

I might not understand your concept. What does such a view look like? 
Our customner wants to check anytime which tickets are new, open and 
resolved which I thought is the quickest via browsing the RT. Of course 
I am happy to get more infomation about your views, but to be honest, in 
my opinion RT should offer me that requirement.

Regards
Violetta

Ken Crocker schrieb:
> Violetta,
> 
>    I just thought of an idea, but it would require a bit of work. Why 
> not try create some views that have only the info you want these user to 
> see and then remove them from RT. They can still get to the RT info thru 
> the views, which SHOULD suffice, since they are gonna be creating 
> searchs and reports. I'm not sure how your infrastructure is where you 
> work, but we have many users that do NOT access RT, but create their own 
> SQL reports all the time thru the views. We're on Orcale, but I'm sure 
> the same concept is doable with other DB's. I even have some SQL that I 
> use to create the views. I'd be MORE than happy to send it to you and 
> you can modify the info as per your needs. They even have comments, 
> which you can't get to in RT Query. Just a thought.
> 
> Kenn
> LBNL
-- 
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Roland Niemeier, 
Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Michel Lepert
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196 




From timothy.arnold at uksolutions.co.uk  Mon Jun 22 07:18:24 2009
From: timothy.arnold at uksolutions.co.uk (Timothy Arnold)
Date: Mon, 22 Jun 2009 12:18:24 +0100
Subject: [rt-users] Simple search - whitespace in front of ticket number
Message-ID: <F547661C26C5364D9FA0C481D395CCCE1065513AF4@apps-1.uks.local>

Hi All,

I've got a little bit of an odd issue. I've just upgraded to 3.8 from 3.6.6 and it appears if I copy/paste a ticket number with a whitespace in front of it, I get "Found 0 tickets".

http://rt.mycompany.com/Search/Simple.html?q=+424285

However what is interesting is this appears to only affect tickets that were in the old 3.6.6 system and not tickets that have been created since the migration?

Any idea?

Thanks
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 mmajkus at artin.cz  Mon Jun 22 08:40:04 2009
From: mmajkus at artin.cz (Martin Majkus, ARTIN)
Date: Mon, 22 Jun 2009 14:40:04 +0200
Subject: [rt-users] subscribe
Message-ID: <006e01c9f336$91090200$b31b0600$@cz>

subscribe

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From kfcrocker at lbl.gov  Mon Jun 22 11:33:20 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 22 Jun 2009 08:33:20 -0700
Subject: [rt-users] Use REST to set group rights for a user
In-Reply-To: <973bfb750906201342j744b614buce6742d762492c04@mail.gmail.com>
References: <973bfb750906201342j744b614buce6742d762492c04@mail.gmail.com>
Message-ID: <4A3FA440.2020601@lbl.gov>

Dusty,


    There are "group" rights to a Custom Field (so you can set rights to 
"see", "Modify", and "Admin" a CF), "Group" rights to Groups (so you can 
set rights for which group can "admin" the group, and "See" the members 
in a group). Then there are "Queue" rights or better stated "Rights TO a 
Queue for a Group", and rights to a Queue for a user. I never use the 
latter as it is heavy on the maintenance. Which of these are you 
speaking of?

Kenn
LBNL

On 6/20/2009 1:42 PM, Dusty Wilson [Megagram] wrote:
> I haven't found this anywhere yet.  ("rt" is such a terribly difficult
> thing to search for online.  I end up with email archives with "rt" in
> the subject line!)
>
> Is there a way to use REST or the command line "rt" tool to set a
> user's rights within a group (add a user to a group with specific
> rights)?  Also, is there a way to do the same with a group's rights to
> a queue (add a group to a queue with specific rights)?
>
> I'm using RT::Client::REST to do everything else, but I haven't found
> a way to do these two things.
>
> Thanks!
> Dusty
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 dusty at megagram.com  Mon Jun 22 11:39:02 2009
From: dusty at megagram.com (Dusty Wilson [Megagram])
Date: Mon, 22 Jun 2009 10:39:02 -0500
Subject: [rt-users] Use REST to set group rights for a user
In-Reply-To: <4A3FA440.2020601@lbl.gov>
References: <973bfb750906201342j744b614buce6742d762492c04@mail.gmail.com>
	<4A3FA440.2020601@lbl.gov>
Message-ID: <973bfb750906220839s6e97ea54k6b206c46a08bc3a1@mail.gmail.com>

On Mon, Jun 22, 2009 at 10:33 AM, Ken Crocker wrote:
> ? There are "group" rights to a Custom Field (so you can set rights to
> "see", "Modify", and "Admin" a CF), "Group" rights to Groups (so you can set

Group rights to group.

> rights for which group can "admin" the group, and "See" the members in a
> group). Then there are "Queue" rights or better stated "Rights TO a Queue
> for a Group"

Rights to a queue for a group.

>, and rights to a Queue for a user. I never use the latter as it
> is heavy on the maintenance. Which of these are you speaking of?

Right now, I fake it via LWP doing a good-ole "get" and reusing
RT::Client::REST's cookie.  I'd rather a proper API if that exists
already.

> On 6/20/2009 1:42 PM, Dusty Wilson [Megagram] wrote:
>>
>> I haven't found this anywhere yet. ?("rt" is such a terribly difficult
>> thing to search for online. ?I end up with email archives with "rt" in
>> the subject line!)
>>
>> Is there a way to use REST or the command line "rt" tool to set a
>> user's rights within a group (add a user to a group with specific
>> rights)? ?Also, is there a way to do the same with a group's rights to
>> a queue (add a group to a queue with specific rights)?
>>
>> I'm using RT::Client::REST to do everything else, but I haven't found
>> a way to do these two things.
>>
>> Thanks!
>> Dusty
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a
>> copy at http://rtbook.bestpractical.com
>>
>>
>



-- 
Dusty Wilson
Megagram Managed Technical Services
Support: 206-508-1336
http://www.megagram.com/


Please avoid sending me Word, PowerPoint, or Excel attachments.
See http://www.gnu.org/philosophy/no-word-attachments.html


From kfcrocker at lbl.gov  Mon Jun 22 11:40:03 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 22 Jun 2009 08:40:03 -0700
Subject: [rt-users] urgent: disable search for new watchers
In-Reply-To: <4A3F48CC.5070906@science-computing.de>
References: <4A3A4F0E.80504@science-computing.de>
	<4A3A71EB.3020501@vialtus.com>
	<4A3B4AD5.4060804@science-computing.de> <4A3BAFF7.2020008@lbl.gov>
	<4A3F48CC.5070906@science-computing.de>
Message-ID: <4A3FA5D3.2040500@lbl.gov>

Violetta,

    In Oracle (and I assume other DB's) a "View" is a way to allow users 
to "See" specific data on a database without allowing them to "See it 
all" nor to change the data. It is "Realtime". By using SQL, I create a 
VIEW to RT Data. Meaning, a "psuedo-table".LEt's say I have 3 fields 
from table 1, 2 fields from table 2, 8 fields from table 3 that I want 
some users to see. I do NOT want them to see "other" information, nor do 
I want these users to be able to modify any of the table data. So, I 
create a "view" of these fields from the various tables and it is 
accessed much like one would access a table in a DataBase. Hence the 
term "View". Your DBA could tell you if your environment has such a 
thing. IF so, they can tell you how to create it. It is ALWAYS 
accessible (via userid and password) as long as the DataBase is up and 
the dat is NOT loaded, it is "filetered" so to speak. Think of it as a 
WINDOW to the DataBase. You can't see it all, you can only see what is 
specified. Hope this helps.

Kenn
LBNL

On 6/22/2009 2:03 AM, Violetta J. Wawryk wrote:
> Hi Kenn,
>
> I might not understand your concept. What does such a view look like? 
> Our customner wants to check anytime which tickets are new, open and 
> resolved which I thought is the quickest via browsing the RT. Of 
> course I am happy to get more infomation about your views, but to be 
> honest, in my opinion RT should offer me that requirement.
>
> Regards
> Violetta
>
> Ken Crocker schrieb:
>> Violetta,
>>
>>    I just thought of an idea, but it would require a bit of work. Why 
>> not try create some views that have only the info you want these user 
>> to see and then remove them from RT. They can still get to the RT 
>> info thru the views, which SHOULD suffice, since they are gonna be 
>> creating searchs and reports. I'm not sure how your infrastructure is 
>> where you work, but we have many users that do NOT access RT, but 
>> create their own SQL reports all the time thru the views. We're on 
>> Orcale, but I'm sure the same concept is doable with other DB's. I 
>> even have some SQL that I use to create the views. I'd be MORE than 
>> happy to send it to you and you can modify the info as per your 
>> needs. They even have comments, which you can't get to in RT Query. 
>> Just a thought.
>>
>> Kenn
>> LBNL


From eric.coleman at re-questinc.com  Mon Jun 22 12:23:24 2009
From: eric.coleman at re-questinc.com (Eric Coleman)
Date: Mon, 22 Jun 2009 11:23:24 -0500
Subject: [rt-users] RT 3.8.4 install on Oracle - "ORA-04043: object Users
	does not exist"
Message-ID: <016b01c9f355$c4a112f0$4de338d0$@coleman@re-questinc.com>

I'm having difficulties installing RT version 3.8.4 utilizing an Oracle
backend and would appreciate assistance/guidance through this issue.

 

When the RT build process (make initialize-database) reaches the create
schema step I'm receiving an Oracle 4043 error when the Users tables is
populated.  The schema objects (tables, indexes and sequences) are being
generated successfully so I'm confident that DBI is making the connection to
the Oracle DB.  I've verified that the Users table exists and via the
rt_user user as well as via the system (via alter session similar to the
build process) account, both of which are able to successfully access this
table.  

 

I've also tried using the following command with the same results:

TWO_TASK=TIME perl sbin/rt-setup-database --dba=system
--dba-password=<password> --action coredata

 

Versions:

RT Version - 3.8.4

Perl Version - v5.8.5 built for i386-linux-thread-multi

Oracle - 10.2.0.4 - Enterprise Edition

OS - Linux app02.server.com 2.6.9-67.0.0.0.1.ELsmp #1 SMP Sun Nov 18
00:23:42 EST 2007 i686 i686 i386 GNU/Linux

 

Exact Error:

# TWO_TASK=TIME perl sbin/rt-setup-database --dba=rt_user
--dba-password=xxxxxxx --action coredata

Working with:

Type:   Oracle

Host:   db01.server.com

Name:   TIME

User:   RT_USER

DBA:    rt_user

Now inserting RT core system objects

[Fri Jun 19 17:59:49 2009] [warning]: DBD::Oracle::st execute failed:
ORA-04043: object Users does not exist (DBD ERROR: Can't match some
parameters to LOB fields in the table, check type and name) [for Statement
"INSERT INTO Users (Comments, RealName, Creator, Password, LastUpdatedBy,
Created, id, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)" with
ParamValues: :p1='Do not delete or modify this user. It is integral to RTs
internal database structures', :p2='The RT System itself', :p3='1',
:p4='*NO-PASSWORD*', :p5='1', :p6='2009-06-19 17:59:49', :p7='7',
:p8='RT_System', :p9='2009-06-19 17:59:49'] at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm:509)

[Fri Jun 19 17:59:49 2009] [warning]: RT::Handle=HASH(0xb059c78) couldn't
execute the query 'INSERT INTO Users (Comments, RealName, Creator, Password,
LastUpdatedBy, Created, id, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?,
?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line
522

 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb059c78)',
'INSERT INTO Users (Comments, RealName, Creator, Password, Las...',
'HASH(0xb16772c)', 'The RT System itself', 1, '*NO-PASSWORD*', 1,
'2009-06-19 17:59:49', 7, ...) called at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 357

        DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xb059c78)',
'Users', 'Comments', 'HASH(0xb16772c)', 'RealName', 'The RT System itself',
'Creator', 1, 'Password', ...) called at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 105

 
DBIx::SearchBuilder::Handle::Oracle::Insert('RT::Handle=HASH(0xb059c78)',
'Users', 'Comments', 'HASH(0xb16772c)', 'RealName', 'The RT System itself',
'Creator', 1, 'Password', ...) called at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 1293

        DBIx::SearchBuilder::Record::Create('RT::User=HASH(0xb138bb8)',
'Comments', 'Do not delete or modify this user. It is integral to RTs
inte...', 'RealName', 'The RT System itself', 'Creator', 1, 'Password',
'*NO-PASSWORD*', ...) called at
/stage/resource_tracker/rt-3.8.4/sbin/../lib/RT/Record.pm line 289

        RT::Record::Create('RT::User=HASH(0xb138bb8)', 'id', 7, 'Comments',
'Do not delete or modify this user. It is integral to RTs inte...',
'Password', '*NO-PASSWORD*', 'LastUpdatedBy', 1, ...) called at
/stage/resource_tracker/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 388

        RT::User::_BootstrapCreate('RT::User=HASH(0xb138bb8)', 'Name',
'RT_System', 'RealName', 'The RT System itself', 'Comments', 'Do not delete
or modify this user. It is integral to RTs inte...', 'Creator', 1, ...)
called at /stage/resource_tracker/rt-3.8.4/sbin/../lib/RT/Handle.pm line 593

        RT::Handle::InsertInitialData('RT::Handle=HASH(0xb059c78)') called
at sbin/rt-setup-database line 230

        main::action_coredata('action', 'coredata', 'dba-password',
'<password>', 'dba', 'rt_user') called at sbin/rt-setup-database line 166
(/usr/lib/perl5/5.8.5/Carp.pm:204)

Couldn't finish 'coredata' step.

 

ERROR: Could not create user

 

Exact with DBI_TRACE=1 set:

    <- STORE('ShowErrorStatement', 1)= 1 at Oracle.pm line 70

    <- install_driver= DBI::dr=HASH(0x972fa14)

connect using
'(DESCRIPTION=(ADDRESS=(HOST=db01.re-questinc.com)(PROTOCOL=tcp)(PORT=1521))
(CONNECT_DATA=(SID=T

IME)))'    <- connect('host=db01.re-questinc.com;sid=TIME;port=1521',
'RT_USER', ...)= DBI::db=HASH(0xbaabb50)

 at DBI.pm line 653

    <- STORE('PrintError', 1)= 1 at DBI.pm line 705

    <- STORE('AutoCommit', 1)= 1 at DBI.pm line 705

    <- STORE('Username', 'RT_USER')= 1 at DBI.pm line 708

    <> FETCH('Username')= 'RT_USER' ('Username' from cache) at DBI.pm line
708

    <- connected('dbi:Oracle:host=db01.re-questinc.com;sid=TIME;port=1521',
'RT_USER', ...)= undef at DBI.pm l

ine 714

    <- connect= DBI::db=HASH(0xbaabb50)

    <- STORE('dbi_connect_closure', CODE(0xbaa9c9c))= 1 at DBI.pm line 723

    <- STORE('FetchHashKeyName', 'NAME_lc')= 1 at Handle.pm line 110

    <- STORE('LongTruncOk', 1)= 1 at Oracle.pm line 48

    <- STORE('LongReadLen', 8000)= 1 at Oracle.pm line 49

    <- prepare('ALTER SESSION set NLS_DATE_FORMAT = 'YYYY-MM-DD
HH24:MI:SS'')= DBI::st=HASH(0x972f6b4) at Hand

le.pm line 469

    <- execute= '0E0' at Handle.pm line 509

    <- DESTROY(DBI::st=HASH(baabc88))= undef at Oracle.pm line 51

    <- STORE('LongReadLen', 10000000)= 1 at Handle.pm line 122

    <- prepare('SELECT  * FROM Users WHERE lower(Name) = ?')=
DBI::st=HASH(0xac8bd98) at Handle.pm line 469

    <- execute('rt_system')= '0E0' at Handle.pm line 509

    <- fetchrow_hashref= undef at Record.pm line 1213

    <- err= undef at Record.pm line 1215

    <- DESTROY(DBI::st=HASH(972f738))= undef at Record.pm line 1126

    <- ping= 1 at Handle.pm line 827

    <- ping= 1 at Handle.pm line 827

    <- begin_work= 1 at Handle.pm line 724

    <- prepare('SELECT Principals_seq.nextval FROM DUAL')=
DBI::st=HASH(0xbafc500) at Handle.pm line 469

    <- execute= '0E0' at Handle.pm line 509

    <- fetchrow_array= ( "4" ) [1 items] row1 at Oracle.pm line 94

    <- prepare('INSERT INTO Principals (Disabled, PrincipalType, id,
ObjectId) VALUES (?, ?, ?, ?)')= DBI::st=

HASH(0xbb0012c) at Handle.pm line 469

    <- execute('0', 'User', ...)= 1 at Handle.pm line 509

    <- DESTROY(DBI::st=HASH(bb0009c))= undef at Oracle.pm line 107

    <- DESTROY(DBI::st=HASH(bbb700c))= undef at Record.pm line 1293

    <- prepare('SELECT  * FROM Principals WHERE id = ?')=
DBI::st=HASH(0xbbb6f34) at Handle.pm line 469

    <- execute('4')= '0E0' at Handle.pm line 509

    <- fetchrow_hashref= HASH(0xbbaa88c)4keys row1 at Record.pm line 1213

    <- DESTROY(DBI::st=HASH(bbb7024))= undef at Record.pm line 1126

    <- prepare('UPDATE Principals SET ObjectId=? WHERE id=? ')=
DBI::st=HASH(0xbbb7108) at Handle.pm line 469

    <- execute('4', '4')= 1 at Handle.pm line 509

    <- DESTROY(DBI::st=HASH(bbb7198))= undef at Cachable.pm line 139

    <- prepare('INSERT INTO Users (Comments, RealName, Creator, Password,
LastUpdatedBy, Created, id, Name, La

stUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)')= DBI::st=HASH(0xbbb7228) at
Handle.pm line 469

    <- bind_param(1, undef, ...)= 1 at Handle.pm line 495

    !! ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
Can't match some parameters to LOB fi

elds in the table, check type and name)' (err#1)

    <- execute('Do not delete or modify this user. It is integral to RT's
internal database structures', 'The

RT System itself', ...)= undef at Handle.pm line 509

       ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
Can't match some parameters to LOB fi

elds in the table, check type and name)' (err#0)

    <- errstr= 'ORA-04043: object Users does not exist (DBD ERROR: Can't
match some parameters to LOB fields i

n the table, check type and name)' at Handle.pm line 525

       ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
Can't match some parameters to LOB fi

elds in the table, check type and name)' (err#1)

    <- DESTROY(DBI::st=HASH(bbaaac0))= undef at Handle.pm line 357

       ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
Can't match some parameters to LOB fi

elds in the table, check type and name)' (err#0)

    <- ping= 1 at Handle.pm line 827

       ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
Can't match some parameters to LOB fi

elds in the table, check type and name)' (err#0)

    <- ping= 1 at Handle.pm line 827

    !! ERROR: '4043' CLEARED by call to rollback method

    <- rollback= 1 at Handle.pm line 769

 

Display for the gmake testdeps step:

# gmake testdeps

/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-Oracle
--with-fastcgi

perl:

        >=5.8.3(5.8.5)...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:

        Term::ReadKey...found

        Getopt::Long >= 2.24...found

        HTTP::Request::Common...found

        Term::ReadLine...found

        Text::ParseWords...found

        LWP...found

CORE dependencies:

        Class::ReturnValue >= 0.40...found

        Text::Quoted >= 2.02...found

        CSS::Squish >= 0.06...found

        Encode >= 2.13...found

        Module::Versions::Report >= 1.05...found

        MIME::Entity >= 5.425...found

        DBI >= 1.37...found

        Locale::Maketext::Lexicon >= 0.32...found

        Devel::StackTrace >= 1.19...found

        Digest::base...found

        Time::ParseDate...found

        File::Temp >= 0.18...found

        Locale::Maketext >= 1.06...found

        Tree::Simple >= 1.04...found

        Text::Template >= 1.44...found

        Scalar::Util...found

        HTML::Scrubber >= 0.08...found

        File::Spec >= 0.8...found

        Calendar::Simple...found

        DBIx::SearchBuilder >= 1.54...found

        Sys::Syslog >= 0.16...found

        Mail::Mailer >= 1.57...found

        File::ShareDir...found

        Regexp::Common...found

        Digest::MD5 >= 2.27...found

        HTML::Entities...found

        Cache::Simple::TimedExpiry...found

        File::Glob...found

        Locale::Maketext::Fuzzy...found

        Time::HiRes...found

        Text::Wrapper...found

        Log::Dispatch >= 2.0...found

        UNIVERSAL::require...found

        Email::Address...found

DASHBOARDS dependencies:

        HTML::RewriteAttributes >= 0.02...found

        MIME::Types...found

FASTCGI dependencies:

        CGI::Fast...found

        CGI >= 3.38...found

        FCGI...found

GPG dependencies:

        PerlIO::eol...found

        GnuPG::Interface...found

ICAL dependencies:

        Data::ICal...found

MAILGATE dependencies:

        Pod::Usage...found

        HTML::TreeBuilder...found

        Getopt::Long...found

        HTML::FormatText...found

        LWP::UserAgent...found

MASON dependencies:

        Storable >= 2.08...found

        CSS::Squish >= 0.06...found

        Apache::Session >= 1.53...found

        Errno...found

        Devel::StackTrace >= 1.19...found

        CGI::Cookie >= 1.20...found

        Text::WikiFormat >= 0.76...found

        XML::RSS >= 1.05...found

        HTML::Mason >= 1.36...found

        Digest::MD5 >= 2.27...found

ORACLE dependencies:

        DBD::Oracle...found

SMTP dependencies:

        Net::SMTP...found

STANDALONE dependencies:

        Net::Server::PreFork...found

        Net::Server...found

        HTTP::Server::Simple >= 0.34...found

        HTTP::Server::Simple::Mason >= 0.09...found

 

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From geoff at apro.com.au  Mon Jun 22 12:23:52 2009
From: geoff at apro.com.au (Geoff Roberts)
Date: Tue, 23 Jun 2009 02:23:52 +1000
Subject: [rt-users] Tables in RTFM or changing the RTFM Wiki interpreter
Message-ID: <200906230223.53080.geoff@apro.com.au>

Hi,

Does anyone know if it is possible to create tables in RTFM Wiki custom 
fields? I am using RTFM 2.4.1.

I've tried the standard "|", but they don't seem to work.

If not, is it possible/relatively easy to change the Wiki interpreter to say 
CGI:Wiki or some other Wiki interpreter that has tables?

I've read http://wiki.bestpractical.com/view/RTFM on creating custom tags. 
However after going to the lengths outlined in the link, I'm wondering if 
swapping the interpreter might be another viable option yielding potentially 
more benefits?

Kind regards,

Geoff





From ruslan.zakirov at gmail.com  Mon Jun 22 12:41:04 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 22 Jun 2009 20:41:04 +0400
Subject: [rt-users] RT 3.8.4 install on Oracle - "ORA-04043: object
	Users does not exist"
In-Reply-To: <-8381292161738261672@unknownmsgid>
References: <-8381292161738261672@unknownmsgid>
Message-ID: <589c94400906220941r6a25f0a4kee98d75110d58577@mail.gmail.com>

Can you try with older DBD::Oracle module? 1.22 or older?

On Mon, Jun 22, 2009 at 8:23 PM, Eric
Coleman<eric.coleman at re-questinc.com> wrote:
> I?m having difficulties installing RT version 3.8.4 utilizing an Oracle
> backend and would appreciate assistance/guidance through this issue.
>
>
>
> When the RT build process (make initialize-database) reaches the create
> schema step I?m receiving an Oracle 4043 error when the Users tables is
> populated.? The schema objects (tables, indexes and sequences) are being
> generated successfully so I?m confident that DBI is making the connection to
> the Oracle DB.? I?ve verified that the Users table exists and via the
> rt_user user as well as via the system (via alter session similar to the
> build process) account, both of which are able to successfully access this
> table.
>
>
>
> I?ve also tried using the following command with the same results:
>
> TWO_TASK=TIME perl sbin/rt-setup-database --dba=system
> --dba-password=<password> --action coredata
>
>
>
> Versions:
>
> RT Version ? 3.8.4
>
> Perl Version - v5.8.5 built for i386-linux-thread-multi
>
> Oracle ? 10.2.0.4 ? Enterprise Edition
>
> OS - Linux app02.server.com 2.6.9-67.0.0.0.1.ELsmp #1 SMP Sun Nov 18
> 00:23:42 EST 2007 i686 i686 i386 GNU/Linux
>
>
>
> Exact Error:
>
> # TWO_TASK=TIME perl sbin/rt-setup-database --dba=rt_user
> --dba-password=xxxxxxx --action coredata
>
> Working with:
>
> Type:?? Oracle
>
> Host:?? db01.server.com
>
> Name:?? TIME
>
> User:?? RT_USER
>
> DBA:??? rt_user
>
> Now inserting RT core system objects
>
> [Fri Jun 19 17:59:49 2009] [warning]: DBD::Oracle::st execute failed:
> ORA-04043: object Users does not exist (DBD ERROR: Can't match some
> parameters to LOB fields in the table, check type and name) [for Statement
> "INSERT INTO Users (Comments, RealName, Creator, Password, LastUpdatedBy,
> Created, id, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)" with
> ParamValues: :p1='Do not delete or modify this user. It is integral to RTs
> internal database structures', :p2='The RT System itself', :p3='1',
> :p4='*NO-PASSWORD*', :p5='1', :p6='2009-06-19 17:59:49', :p7='7',
> :p8='RT_System', :p9='2009-06-19 17:59:49'] at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 509.
> (/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm:509)
>
> [Fri Jun 19 17:59:49 2009] [warning]: RT::Handle=HASH(0xb059c78) couldn't
> execute the query 'INSERT INTO Users (Comments, RealName, Creator, Password,
> LastUpdatedBy, Created, id, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?,
> ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line
> 522
>
>
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb059c78)',
> 'INSERT INTO Users (Comments, RealName, Creator, Password, Las...',
> 'HASH(0xb16772c)', 'The RT System itself', 1, '*NO-PASSWORD*', 1,
> '2009-06-19 17:59:49', 7, ...) called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 357
>
> ??????? DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xb059c78)',
> 'Users', 'Comments', 'HASH(0xb16772c)', 'RealName', 'The RT System itself',
> 'Creator', 1, 'Password', ...) called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 105
>
>
> DBIx::SearchBuilder::Handle::Oracle::Insert('RT::Handle=HASH(0xb059c78)',
> 'Users', 'Comments', 'HASH(0xb16772c)', 'RealName', 'The RT System itself',
> 'Creator', 1, 'Password', ...) called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 1293
>
> ??????? DBIx::SearchBuilder::Record::Create('RT::User=HASH(0xb138bb8)',
> 'Comments', 'Do not delete or modify this user. It is integral to RTs
> inte...', 'RealName', 'The RT System itself', 'Creator', 1, 'Password',
> '*NO-PASSWORD*', ...) called at
> /stage/resource_tracker/rt-3.8.4/sbin/../lib/RT/Record.pm line 289
>
> ??????? RT::Record::Create('RT::User=HASH(0xb138bb8)', 'id', 7, 'Comments',
> 'Do not delete or modify this user. It is integral to RTs inte...',
> 'Password', '*NO-PASSWORD*', 'LastUpdatedBy', 1, ...) called at
> /stage/resource_tracker/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 388
>
> ??????? RT::User::_BootstrapCreate('RT::User=HASH(0xb138bb8)', 'Name',
> 'RT_System', 'RealName', 'The RT System itself', 'Comments', 'Do not delete
> or modify this user. It is integral to RTs inte...', 'Creator', 1, ...)
> called at /stage/resource_tracker/rt-3.8.4/sbin/../lib/RT/Handle.pm line 593
>
> ??????? RT::Handle::InsertInitialData('RT::Handle=HASH(0xb059c78)') called
> at sbin/rt-setup-database line 230
>
> ??????? main::action_coredata('action', 'coredata', 'dba-password',
> '<password>', 'dba', 'rt_user') called at sbin/rt-setup-database line 166
> (/usr/lib/perl5/5.8.5/Carp.pm:204)
>
> Couldn't finish 'coredata' step.
>
>
>
> ERROR: Could not create user
>
>
>
> Exact with DBI_TRACE=1 set:
>
> ??? <- STORE('ShowErrorStatement', 1)= 1 at Oracle.pm line 70
>
> ??? <- install_driver= DBI::dr=HASH(0x972fa14)
>
> connect using
> '(DESCRIPTION=(ADDRESS=(HOST=db01.re-questinc.com)(PROTOCOL=tcp)(PORT=1521))(CONNECT_DATA=(SID=T
>
> IME)))'??? <- connect('host=db01.re-questinc.com;sid=TIME;port=1521',
> 'RT_USER', ...)= DBI::db=HASH(0xbaabb50)
>
> ?at DBI.pm line 653
>
> ??? <- STORE('PrintError', 1)= 1 at DBI.pm line 705
>
> ??? <- STORE('AutoCommit', 1)= 1 at DBI.pm line 705
>
> ??? <- STORE('Username', 'RT_USER')= 1 at DBI.pm line 708
>
> ??? <> FETCH('Username')= 'RT_USER' ('Username' from cache) at DBI.pm line
> 708
>
> ??? <- connected('dbi:Oracle:host=db01.re-questinc.com;sid=TIME;port=1521',
> 'RT_USER', ...)= undef at DBI.pm l
>
> ine 714
>
> ??? <- connect= DBI::db=HASH(0xbaabb50)
>
> ??? <- STORE('dbi_connect_closure', CODE(0xbaa9c9c))= 1 at DBI.pm line 723
>
> ??? <- STORE('FetchHashKeyName', 'NAME_lc')= 1 at Handle.pm line 110
>
> ??? <- STORE('LongTruncOk', 1)= 1 at Oracle.pm line 48
>
> ??? <- STORE('LongReadLen', 8000)= 1 at Oracle.pm line 49
>
> ??? <- prepare('ALTER SESSION set NLS_DATE_FORMAT = 'YYYY-MM-DD
> HH24:MI:SS'')= DBI::st=HASH(0x972f6b4) at Hand
>
> le.pm line 469
>
> ??? <- execute= '0E0' at Handle.pm line 509
>
> ??? <- DESTROY(DBI::st=HASH(baabc88))= undef at Oracle.pm line 51
>
> ??? <- STORE('LongReadLen', 10000000)= 1 at Handle.pm line 122
>
> ??? <- prepare('SELECT? * FROM Users WHERE lower(Name) = ?')=
> DBI::st=HASH(0xac8bd98) at Handle.pm line 469
>
> ??? <- execute('rt_system')= '0E0' at Handle.pm line 509
>
> ??? <- fetchrow_hashref= undef at Record.pm line 1213
>
> ??? <- err= undef at Record.pm line 1215
>
> ??? <- DESTROY(DBI::st=HASH(972f738))= undef at Record.pm line 1126
>
> ??? <- ping= 1 at Handle.pm line 827
>
> ??? <- ping= 1 at Handle.pm line 827
>
> ??? <- begin_work= 1 at Handle.pm line 724
>
> ??? <- prepare('SELECT Principals_seq.nextval FROM DUAL')=
> DBI::st=HASH(0xbafc500) at Handle.pm line 469
>
> ??? <- execute= '0E0' at Handle.pm line 509
>
> ??? <- fetchrow_array= ( "4" ) [1 items] row1 at Oracle.pm line 94
>
> ??? <- prepare('INSERT INTO Principals (Disabled, PrincipalType, id,
> ObjectId) VALUES (?, ?, ?, ?)')= DBI::st=
>
> HASH(0xbb0012c) at Handle.pm line 469
>
> ??? <- execute('0', 'User', ...)= 1 at Handle.pm line 509
>
> ??? <- DESTROY(DBI::st=HASH(bb0009c))= undef at Oracle.pm line 107
>
> ??? <- DESTROY(DBI::st=HASH(bbb700c))= undef at Record.pm line 1293
>
> ??? <- prepare('SELECT? * FROM Principals WHERE id = ?')=
> DBI::st=HASH(0xbbb6f34) at Handle.pm line 469
>
> ??? <- execute('4')= '0E0' at Handle.pm line 509
>
> ??? <- fetchrow_hashref= HASH(0xbbaa88c)4keys row1 at Record.pm line 1213
>
> ??? <- DESTROY(DBI::st=HASH(bbb7024))= undef at Record.pm line 1126
>
> ??? <- prepare('UPDATE Principals SET ObjectId=? WHERE id=? ')=
> DBI::st=HASH(0xbbb7108) at Handle.pm line 469
>
> ??? <- execute('4', '4')= 1 at Handle.pm line 509
>
> ??? <- DESTROY(DBI::st=HASH(bbb7198))= undef at Cachable.pm line 139
>
> ??? <- prepare('INSERT INTO Users (Comments, RealName, Creator, Password,
> LastUpdatedBy, Created, id, Name, La
>
> stUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)')= DBI::st=HASH(0xbbb7228) at
> Handle.pm line 469
>
> ??? <- bind_param(1, undef, ...)= 1 at Handle.pm line 495
>
> ??? !! ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#1)
>
> ??? <- execute('Do not delete or modify this user. It is integral to RT's
> internal database structures', 'The
>
> RT System itself', ...)= undef at Handle.pm line 509
>
> ?????? ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#0)
>
> ??? <- errstr= 'ORA-04043: object Users does not exist (DBD ERROR: Can't
> match some parameters to LOB fields i
>
> n the table, check type and name)' at Handle.pm line 525
>
> ?????? ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#1)
>
> ??? <- DESTROY(DBI::st=HASH(bbaaac0))= undef at Handle.pm line 357
>
> ?????? ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#0)
>
> ??? <- ping= 1 at Handle.pm line 827
>
> ?????? ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#0)
>
> ??? <- ping= 1 at Handle.pm line 827
>
> ??? !! ERROR: '4043' CLEARED by call to rollback method
>
> ??? <- rollback= 1 at Handle.pm line 769
>
>
>
> Display for the gmake testdeps step:
>
> # gmake testdeps
>
> /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-Oracle
> --with-fastcgi
>
> perl:
>
> ??????? >=5.8.3(5.8.5)...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:
>
> ??????? Term::ReadKey...found
>
> ??????? Getopt::Long >= 2.24...found
>
> ??????? HTTP::Request::Common...found
>
> ??????? Term::ReadLine...found
>
> ??????? Text::ParseWords...found
>
> ??????? LWP...found
>
> CORE dependencies:
>
> ??????? Class::ReturnValue >= 0.40...found
>
> ??????? Text::Quoted >= 2.02...found
>
> ??????? CSS::Squish >= 0.06...found
>
> ??????? Encode >= 2.13...found
>
> ??????? Module::Versions::Report >= 1.05...found
>
> ??????? MIME::Entity >= 5.425...found
>
> ??????? DBI >= 1.37...found
>
> ??????? Locale::Maketext::Lexicon >= 0.32...found
>
> ??????? Devel::StackTrace >= 1.19...found
>
> ??????? Digest::base...found
>
> ??????? Time::ParseDate...found
>
> ??????? File::Temp >= 0.18...found
>
> ??????? Locale::Maketext >= 1.06...found
>
> ??????? Tree::Simple >= 1.04...found
>
> ??????? Text::Template >= 1.44...found
>
> ??????? Scalar::Util...found
>
> ??????? HTML::Scrubber >= 0.08...found
>
> ??????? File::Spec >= 0.8...found
>
> ??????? Calendar::Simple...found
>
> ??????? DBIx::SearchBuilder >= 1.54...found
>
> ??????? Sys::Syslog >= 0.16...found
>
> ??????? Mail::Mailer >= 1.57...found
>
> ??????? File::ShareDir...found
>
> ??????? Regexp::Common...found
>
> ??????? Digest::MD5 >= 2.27...found
>
> ??????? HTML::Entities...found
>
> ??????? Cache::Simple::TimedExpiry...found
>
> ??????? File::Glob...found
>
> ??????? Locale::Maketext::Fuzzy...found
>
> ??????? Time::HiRes...found
>
> ??????? Text::Wrapper...found
>
> ??????? Log::Dispatch >= 2.0...found
>
> ??????? UNIVERSAL::require...found
>
> ??????? Email::Address...found
>
> DASHBOARDS dependencies:
>
> ??????? HTML::RewriteAttributes >= 0.02...found
>
> ??????? MIME::Types...found
>
> FASTCGI dependencies:
>
> ??????? CGI::Fast...found
>
> ??????? CGI >= 3.38...found
>
> ??????? FCGI...found
>
> GPG dependencies:
>
> ??????? PerlIO::eol...found
>
> ??????? GnuPG::Interface...found
>
> ICAL dependencies:
>
> ??????? Data::ICal...found
>
> MAILGATE dependencies:
>
> ??????? Pod::Usage...found
>
> ??????? HTML::TreeBuilder...found
>
> ??????? Getopt::Long...found
>
> ??????? HTML::FormatText...found
>
> ??????? LWP::UserAgent...found
>
> MASON dependencies:
>
> ??????? Storable >= 2.08...found
>
> ??????? CSS::Squish >= 0.06...found
>
> ??????? Apache::Session >= 1.53...found
>
> ??????? Errno...found
>
> ??????? Devel::StackTrace >= 1.19...found
>
> ??????? CGI::Cookie >= 1.20...found
>
> ??????? Text::WikiFormat >= 0.76...found
>
> ????? ??XML::RSS >= 1.05...found
>
> ??????? HTML::Mason >= 1.36...found
>
> ??????? Digest::MD5 >= 2.27...found
>
> ORACLE dependencies:
>
> ??????? DBD::Oracle...found
>
> SMTP dependencies:
>
> ??????? Net::SMTP...found
>
> STANDALONE dependencies:
>
> ??????? Net::Server::PreFork...found
>
> ??????? Net::Server...found
>
> ??????? HTTP::Server::Simple >= 0.34...found
>
> ??????? HTTP::Server::Simple::Mason >= 0.09...found
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 timothy-flynn at uiowa.edu  Mon Jun 22 12:47:47 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Mon, 22 Jun 2009 11:47:47 -0500
Subject: [rt-users] New ticket in Dropdown size
Message-ID: <9E05C2058E89444585E4A672C4F68EFE02D2D27D@HC-MAIL13.healthcare.uiowa.edu>

Simple question here.  Where do I change the width for the "New ticket
in" dropdown queue list box?  The standard width truncates the names of
our queues.  RT 3.8.4

Thanks!
-Tim


From JoopvandeWege at mococo.nl  Mon Jun 22 13:20:11 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Mon, 22 Jun 2009 19:20:11 +0200
Subject: [rt-users] RT 3.8.4 install on Oracle - "ORA-04043: object
 Users does not exist"
In-Reply-To: <016b01c9f355$c4a112f0$4de338d0$@coleman@re-questinc.com>
References: <016b01c9f355$c4a112f0$4de338d0$@coleman@re-questinc.com>
Message-ID: <4A3FBD4B.8060702@mococo.nl>

Eric Coleman wrote:

> When the RT build process (make initialize-database) reaches the create 
> schema step I?m receiving an Oracle 4043 error when the Users tables is 
> populated.  The schema objects (tables, indexes and sequences) are being 
> generated successfully so I?m confident that DBI is making the 
> connection to the Oracle DB.  I?ve verified that the Users table exists 
> and via the rt_user user as well as via the system (via alter session 
> similar to the build process) account, both of which are able to 
> successfully access this table. 
> 
> ORACLE dependencies:
> 
>         DBD::Oracle...found
> 
I wrote a post last week to rt-devel/rt-user about this. My guess is 
that you're upto date on DBD::Oracle (1.23), in that case install 1.22 
and do a make dropdb followed by a make initdb. Things will go right 
this time. Seems like a bug has crept into DBD::Oracle in 1.23

Regards,

Joop


From mike.peachey at jennic.com  Mon Jun 22 15:36:32 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 22 Jun 2009 20:36:32 +0100
Subject: [rt-users] Please Review this Export Script
Message-ID: <4A3FDD40.3080006@jennic.com>

Hi all.

I have written a little script to export an RT search as text tickets
and file attachments, but the thing is I know ridiculously little about
handling MIME objects and even less about character encoding.

I would really appreciate it if you could give this little script a
once-over and give me any pointers you think are necessary to make it
actually worth using.

eg. I'm not handling non-utf8 at all right now, perl just spits
complaints about wide characters, and my handling of mime is limited to
"if it's plain/text or multipart/mixed then append to ticket text file,
otherwise save the content with the Filename".

All feedback is more than welcome.

Feel free to steal this script for your own use. Personally I'm using it
to archive a tiny little RT install. It's not going to be hosted any
more, but the content needs to be accessible for reference.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________
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From jon at itasoftware.com  Mon Jun 22 16:56:59 2009
From: jon at itasoftware.com (Jonathan Hartford)
Date: Mon, 22 Jun 2009 16:56:59 -0400
Subject: [rt-users] Difficulty trying to track down how a user has
 WatchAsAdminCC Privileges (when they should not).
Message-ID: <4A3FF01B.8070305@itasoftware.com>

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


We have a fairly large RT install, and I have a queue in which it seems
most users somehow can add themselves as an AdminCC, when they should
not be able to (and I don't want them to) as far as I can tell.  I
believe that this means that 2 restrictions are not functioning
properly.  The first is the ability of this privileged user to add an
AdminCC, and the second is the restrictions on who the target of and
AdminCC can be.

I did some searching, but most of the AdminCC threads seem to revolve
around AdminCC not notifying properly, which is not a problem I have.

Under Admin->Queues->(the queue in question)->Group Rights->Privileged
Users:
CommentOnTicket
CreateTicket
ReplyToTicket
ShowTicket
ShowTicketComments

But no "WatchAsAdminCC".   Same for unpriv, and everyone.

Under roles, nothing special but ShowTicket.

Under the user defined groups, there are 2 groups that have that right,
but they do NOT contain as a member the people who mistakenly obtained
permission to modify AdminCC.

Neither the person adding the AdminCC has queue modify permissions, nor
is the target person (an auto generated email address!) have permissions
"WatchAsAdminCC".  The user is not a SuperUser administrator either.

Under Admin->Queues->(the queue in question)->Group Rights->Privileged
Users:  nothing has been selected.  (Everything is handled via groups)

We're on version 3.6.4.

I thought I was good with RT, but on this, I'm completely baffled.

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From kfcrocker at lbl.gov  Mon Jun 22 17:16:45 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 22 Jun 2009 14:16:45 -0700
Subject: [rt-users] Difficulty trying to track down how a user has
 WatchAsAdminCC Privileges (when they should not).
In-Reply-To: <4A3FF01B.8070305@itasoftware.com>
References: <4A3FF01B.8070305@itasoftware.com>
Message-ID: <4A3FF4BD.80709@lbl.gov>

Jonathan,


A couple of things to keep in mind. Person A is in group A. Person B is 
on Group B. Neither groups allow "WatchAsAdminCc". Group C has a 
membership of Group A and Group B and allows the aforementioned right of 
"WatchAsAdminCc". So, even if you were to look at a group that 
specifically lists the users ANd you were to see that the group does NOT 
allow that right, they may still have that right via Group C. Groups can 
be mebers of groups.
Also, not that you WOLD do it, but it COULD be possible that these users 
were given that right as USers, not as members of a group. If it were 
me, I would get the userIDs of each member that was doing this and find 
out what membershipd they were in AND look at their individual rights a 
Users.
Of course, if you have RightsMatrix, that would help immensly.

Kenn
LBNL

On 6/22/2009 1:56 PM, Jonathan Hartford wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
>
> We have a fairly large RT install, and I have a queue in which it seems
> most users somehow can add themselves as an AdminCC, when they should
> not be able to (and I don't want them to) as far as I can tell.  I
> believe that this means that 2 restrictions are not functioning
> properly.  The first is the ability of this privileged user to add an
> AdminCC, and the second is the restrictions on who the target of and
> AdminCC can be.
>
> I did some searching, but most of the AdminCC threads seem to revolve
> around AdminCC not notifying properly, which is not a problem I have.
>
> Under Admin->Queues->(the queue in question)->Group Rights->Privileged
> Users:
> CommentOnTicket
> CreateTicket
> ReplyToTicket
> ShowTicket
> ShowTicketComments
>
> But no "WatchAsAdminCC".   Same for unpriv, and everyone.
>
> Under roles, nothing special but ShowTicket.
>
> Under the user defined groups, there are 2 groups that have that right,
> but they do NOT contain as a member the people who mistakenly obtained
> permission to modify AdminCC.
>
> Neither the person adding the AdminCC has queue modify permissions, nor
> is the target person (an auto generated email address!) have permissions
> "WatchAsAdminCC".  The user is not a SuperUser administrator either.
>
> Under Admin->Queues->(the queue in question)->Group Rights->Privileged
> Users:  nothing has been selected.  (Everything is handled via groups)
>
> We're on version 3.6.4.
>
> I thought I was good with RT, but on this, I'm completely baffled.
>
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.9 (MingW32)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
>
> iEYEARECAAYFAko/8BsACgkQxcV19bUNEEM9vgCgomzB7yLIQHCxcFeAJ7/xbXmt
> /zwAoOVmf4X1mpuro2jctD18HFZYIqkU
> =ZxNI
> -----END PGP SIGNATURE-----
>   
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 raanders at cyber-office.net  Mon Jun 22 17:27:20 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Mon, 22 Jun 2009 14:27:20 -0700
Subject: [rt-users] CentOS 5 RPMs
Message-ID: <4A3FF738.9040005@cyber-office.net>

Anyone aware of RPMs for RT?  Specifically for CentOS 5 and hopefully 
for the latest (or nearly so) version of RT?

I've tried a few searches (Google and yum) but not having any luck. The 
stuff on the wiki is for CentOS 4 and uses MySQL (and probably a local 
database.)

I may end up hacking the src RPM to see if I can get it to build for C5.

Package Managers make bus insurance (in North Idaho its logging truck 
insurance) easier to put in place.  :-)


\\||/
Rod
-- 


From smithj4 at bnl.gov  Mon Jun 22 17:40:18 2009
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Mon, 22 Jun 2009 17:40:18 -0400
Subject: [rt-users] CentOS 5 RPMs
In-Reply-To: <4A3FF738.9040005@cyber-office.net>
References: <4A3FF738.9040005@cyber-office.net>
Message-ID: <1245706818.29917.9.camel@smith.racf.bnl.gov>

On Mon, 2009-06-22 at 14:27 -0700, Roderick A. Anderson wrote:
> Anyone aware of RPMs for RT?  Specifically for CentOS 5 and hopefully 
> for the latest (or nearly so) version of RT?

EPEL has rpms for RHEL5, but for the older stable 3.6.x version:

http://download.fedora.redhat.com/pub/epel/5/SRPMS/repoview/rt3.html

> I've tried a few searches (Google and yum) but not having any luck. The 
> stuff on the wiki is for CentOS 4 and uses MySQL (and probably a local 
> database.)
> 
> I may end up hacking the src RPM to see if I can get it to build for C5.

If you want the latest 3.8.x version and don't mind rebuilding and
possibly hacking src rpms, then you can try the ones from fedora:

http://download.fedora.redhat.com/pub/fedora/linux/releases/11/Everything/source/SRPMS/repoview/rt3.html

> Package Managers make bus insurance (in North Idaho its logging truck 
> insurance) easier to put in place.  :-)
> 
> 
> \\||/
> Rod
-- 
/------------------------------------------------------------------\
|  Jason A. Smith                          Email:  smithj4 at bnl.gov |
|  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
|  Upton, NY 11973-5000,  U.S.A.                                   |
\------------------------------------------------------------------/

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From gagel at cnc.bc.ca  Mon Jun 22 17:57:31 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Mon, 22 Jun 2009 14:57:31 -0700
Subject: [rt-users] Question on custom scrip condition
Message-ID: <4a3ffe4b.e08.f00.270@cnc.bc.ca>

Thanks Ken for the script. I've altered Ken's script to this:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
if  ($trans->Type eq 'CustomField')
    {my $cf = new RT::CustomField($RT::SystemUser);
        $cf->LoadByName(Queue => $ticket->QueueObj->id,
         Name => 'Urgency');
     return 0 unless $cf->id;
     if  ($trans->Field == $cf->id ic $trans->NewValue eq 'URGENT')
          {
          $RT::Logger->debug('.');
          $RT::Logger->debug('It is an URGENT ticket so send the owner a message.');
          $RT::Logger->debug('.');
          return 1;
          }
     else
        {
        $RT::Logger->debug('.');
        $RT::Logger->debug('Fell through the check and into the else.');
        $RT::Logger->debug('.');
        }
    }

return 0;
===================================================
The debug output shows it is doing what's expected but I am not receiving an email. The debug output indicates that no recipients were found. So... How do I correct that?
I want the owner of the ticket to be notified by email if a ticket is created with an URGENT status or if the status changes to URGENT.

Actual debug output:
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc; recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
[Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165] URGENT: URGENT
From: "Kevin W. Gagel via RT" rt\@XXXXXX.bc.ca
Reply-To: rt\@XXXXXX.bc.ca
Message-ID: <rt-3.8.2-19683-1245707462-1931.165-12-0 at CNC IT Services>
Precedence: bulk
X-RT-Loop-Prevention: CNC's Ticket System
RT-Ticket: CNC's Ticket System #165
Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
RT-Originator: gagel at XXXXXX.bc.ca
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
[Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred delivery on transaction #2236 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)


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] Question on custom scrip condition
From: Ken Crocker <kfcrocker at lbl.gov>
To: Kevin Gagel <gagel at cnc.bc.ca>
Cc: RT Users <RT-Users at lists.bestpractical.com>
Date: 16/06/2009 3:56 PM


Kevin,


Here's one we use for when the development step of a ticket (CF "Work-State") is changed to "Review Approved":

# condition execution on CF Review Process

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
    {my $cf = new RT::CustomField($RT::SystemUser);
        $cf->LoadByName(Queue => $ticket->QueueObj->id,
         Name => "Work-State");
     return 0 unless $cf->id; 
     if  ($trans->Field == $cf->id ic
          $trans->NewValue eq "Review Complete-Approved")
          {
           return 1;
          }
    }

return 0;

Just plug in your CF name and value you want and you're set. Hope this helps.

Kenn
LBNL

On 6/16/2009 2:53 PM, Kevin Gagel wrote:    My users don't want to use priorities so they've had me create 4 levelsfor urgency. They only want to be notified by email on an item that hasthe highest urgency level set. So I want to setup a custom conditionthat tests for that level and then sends an email to the user if thatspecific level is set.

So, I have a custom field of "Urgency" which can have a value of URGENT, High, Medium, Low, or Project.
I have the template made already for the email to be sent out and thescrip configured for it. I just don't know how to write the customcondition to put into the scrip. How do I write the condition to test for "URGENT" and indicate the action to send the email?

All the references I'm finding in the RT Essentials have me a bit confused, am I supposed to right a new module to make this scrip or can I just add the perl code to the condition (not that I know what code I have to enter just yet).

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.
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From kfcrocker at lbl.gov  Mon Jun 22 18:24:19 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 22 Jun 2009 15:24:19 -0700
Subject: [rt-users] Question on custom scrip condition
In-Reply-To: <4a3ffe4b.e08.f00.270@cnc.bc.ca>
References: <4a3ffe4b.e08.f00.270@cnc.bc.ca>
Message-ID: <4A400493.5060604@lbl.gov>

Kevin,

What if the ticket is created WITHOUT an owner?

Kenn
LBNL

On 6/22/2009 2:57 PM, Kevin Gagel wrote:
> Thanks Ken for the script. I've altered Ken's script to this:
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> if  ($trans->Type eq 'CustomField')
>     {my $cf = new RT::CustomField($RT::SystemUser);
>         $cf->LoadByName(Queue => $ticket->QueueObj->id,
>          Name => 'Urgency');
>      return 0 unless $cf->id;
>      if  ($trans->Field == $cf->id && $trans->NewValue eq 'URGENT')
>           {
>           $RT::Logger->debug('.');
>           $RT::Logger->debug('It is an URGENT ticket so send the owner 
> a message.');
>           $RT::Logger->debug('.');
>           return 1;
>           }
>      else
>         {
>         $RT::Logger->debug('.');
>         $RT::Logger->debug('Fell through the check and into the else.');
>         $RT::Logger->debug('.');
>         }
>     }
>
> return 0;
> ===================================================
> The debug output shows it is doing what's expected but I am not 
> receiving an email. The debug output indicates that no recipients were 
> found. So... How do I correct that?
> I want the owner of the ticket to be notified by email if a ticket is 
> created with an URGENT status or if the status changes to URGENT.
>
> Actual debug output:
> [Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for 
> attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
> [Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc; 
> recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
> [Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165] 
> URGENT: URGENT
> From: "Kevin W. Gagel via RT" rt\@XXXXXX.bc.ca
> Reply-To: rt\@XXXXXX.bc.ca
> Message-ID: <rt-3.8.2-19683-1245707462-1931.165-12-0 at CNC IT Services>
> Precedence: bulk
> X-RT-Loop-Prevention: CNC's Ticket System
> RT-Ticket: CNC's Ticket System #165
> Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
> RT-Originator: gagel at XXXXXX.bc.ca
> MIME-Version: 1.0
> Content-Transfer-Encoding: 8bit
> Content-Type: text/plain; charset="utf-8"
> X-RT-Original-Encoding: utf-8 
> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
> [Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from 
> Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
> [Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for 
> attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
> [Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred 
> delivery on transaction #2236 
> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)
>
>
> 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] Question on custom scrip condition
> From: Ken Crocker <kfcrocker at lbl.gov>
> To: Kevin Gagel <gagel at cnc.bc.ca>
> Cc: RT Users <RT-Users at lists.bestpractical.com>
> Date: 16/06/2009 3:56 PM
>
> Kevin,
>
>
> Here's one we use for when the development step of a ticket (CF 
> "Work-State") is changed to "Review Approved":
>
> # condition execution on CF Review Process
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> if  ($trans->Type eq 'CustomField')
>     {my $cf = new RT::CustomField($RT::SystemUser);
>         $cf->LoadByName(Queue => $ticket->QueueObj->id,
>          Name => "Work-State");
>      return 0 unless $cf->id; 
>      if  ($trans->Field == $cf->id &&
>           $trans->NewValue eq "Review Complete-Approved")
>           {
>            return 1;
>           }
>     }
>
> return 0;
>
> Just plug in your CF name and value you want and you're set. Hope this 
> helps.
>
> Kenn
> LBNL
>
> On 6/16/2009 2:53 PM, Kevin Gagel wrote:
>> My users don't want to use priorities so they've had me create 4 
>> levelsfor urgency. They only want to be notified by email on an item 
>> that hasthe highest urgency level set. So I want to setup a custom 
>> conditionthat tests for that level and then sends an email to the 
>> user if thatspecific level is set.
>>
>> So, I have a custom field of "Urgency" which can have a value of 
>> URGENT, High, Medium, Low, or Project.
>> I have the template made already for the email to be sent out and 
>> thescrip configured for it. I just don't know how to write the 
>> customcondition to put into the scrip. How do I write the condition 
>> to test for "URGENT" and indicate the action to send the email?
>>
>> All the references I'm finding in the RT Essentials have me a bit 
>> confused, am I supposed to right a new module to make this scrip or 
>> can I just add the perl code to the condition (not that I know what 
>> code I have to enter just yet).
>>
>> 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
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From gagel at cnc.bc.ca  Mon Jun 22 19:16:57 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Mon, 22 Jun 2009 16:16:57 -0700
Subject: [rt-users] Question on custom scrip condition
Message-ID: <4a4010e9.e08.f38.4ae0@cnc.bc.ca>

Yeah, I hadn't considered that. But in that case then it shouldn't try to send the email. So it'll need a check for the owner and if the owner is not nobody then send the message. Still, I don't know how to do either of those checks, for the owner and then to ensure it sends an email.

Any pointers?


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] Question on custom scrip condition
From: Ken Crocker <kfcrocker at lbl.gov>
To: Kevin Gagel <gagel at cnc.bc.ca>
Cc:  <RT-Users at lists.bestpractical.com>
Date: 22/06/2009 3:24 PM


Kevin,

What if the ticket is created WITHOUT an owner?

Kenn
LBNL

On 6/22/2009 2:57 PM, Kevin Gagel wrote:   Thanks Ken for the script. I've altered Ken's script to this:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
if  ($trans->Type eq 'CustomField')
    {my $cf = new RT::CustomField($RT::SystemUser);
        $cf->LoadByName(Queue => $ticket->QueueObj->id,
         Name => 'Urgency');
     return 0 unless $cf->id;
     if  ($trans->Field == $cf->id ic $trans->NewValue eq 'URGENT')
          {
          $RT::Logger->debug('.');
          $RT::Logger->debug('It is an URGENT ticket so send the owner a message.');
          $RT::Logger->debug('.');
          return 1;
          }
     else
        {
        $RT::Logger->debug('.');
        $RT::Logger->debug('Fell through the check and into the else.');
        $RT::Logger->debug('.');
        }
    }

return 0;
===================================================
The debug output shows it is doing what's expected but I am not receiving an email. The debug output indicates that no recipients were found. So... How do I correct that?
I want the owner of the ticket to be notified by email if a ticket is created with an URGENT status or if the status changes to URGENT.

Actual debug output:
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc; recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
[Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165] URGENT: URGENT
From: "Kevin W. Gagel via RT" rt\@XXXXXX.bc.ca
Reply-To: rt\@XXXXXX.bc.ca
Message-ID: <rt-3.8.2-19683-1245707462-1931.165-12-0 at CNC IT Services>
Precedence: bulk
X-RT-Loop-Prevention: CNC's Ticket System
RT-Ticket: CNC's Ticket System #165
Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
RT-Originator:gagel at XXXXXX.bc.ca
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
[Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred delivery on transaction #2236 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)


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] Question on custom scrip condition
From: Ken Crocker<kfcrocker at lbl.gov>
To: Kevin Gagel<gagel at cnc.bc.ca>
Cc: RT Users<RT-Users at lists.bestpractical.com>
Date: 16/06/2009 3:56 PM


Kevin,


Here's one we use for when the development step of a ticket (CF "Work-State") is changed to "Review Approved":

# condition execution on CF Review Process

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
    {my $cf = new RT::CustomField($RT::SystemUser);
        $cf->LoadByName(Queue => $ticket->QueueObj->id,
         Name => "Work-State");
     return 0 unless $cf->id; 
     if  ($trans->Field == $cf->id ic
          $trans->NewValue eq "Review Complete-Approved")
          {
           return 1;
          }
    }

return 0;

Just plug in your CF name and value you want and you're set. Hope this helps.

Kenn
LBNL

On 6/16/2009 2:53 PM, Kevin Gagel wrote:My users don't want to use priorities so they've had me create 4 levelsfor urgency. They only want to be notified by email on an item that hasthe highest urgency level set. So I want to setup a custom conditionthat tests for that level and then sends an email to the user if thatspecific level is set.

So, I have a custom field of "Urgency" which can have a value of URGENT, High, Medium, Low, or Project.
I have the template made already for the email to be sent out and thescrip configured for it. I just don't know how to write the customcondition to put into the scrip. How do I write the condition to test for "URGENT" and indicate the action to send the email?

All the references I'm finding in the RT Essentials have me a bit confused, am I supposed to right a new module to make this scrip or can I just add the perl code to the condition (not that I know what code I have to enter just yet).

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




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


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Buy a copy athttp://rtbook.bestpractical.com 
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From eric.coleman at re-questinc.com  Tue Jun 23 00:09:05 2009
From: eric.coleman at re-questinc.com (Eric Coleman)
Date: Mon, 22 Jun 2009 23:09:05 -0500
Subject: [rt-users] RT 3.8.4 install on Oracle - "ORA-04043: object
	Users does not exist"
In-Reply-To: <589c94400906220941r6a25f0a4kee98d75110d58577@mail.gmail.com>
References: <-8381292161738261672@unknownmsgid>
	<589c94400906220941r6a25f0a4kee98d75110d58577@mail.gmail.com>
Message-ID: <02a601c9f3b8$595b56a0$0c1203e0$@coleman@re-questinc.com>

Thank you Ruslan and Joop for your responses.  I reverted from 1.23 to 1.22 and that resolved my issue.  Thank you!
Eric

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Monday, June 22, 2009 11:41 AM
To: Eric Coleman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 3.8.4 install on Oracle - "ORA-04043: object Users does not exist"

Can you try with older DBD::Oracle module? 1.22 or older?

On Mon, Jun 22, 2009 at 8:23 PM, Eric
Coleman<eric.coleman at re-questinc.com> wrote:
> I?m having difficulties installing RT version 3.8.4 utilizing an Oracle
> backend and would appreciate assistance/guidance through this issue.
>
>
>
> When the RT build process (make initialize-database) reaches the create
> schema step I?m receiving an Oracle 4043 error when the Users tables is
> populated.  The schema objects (tables, indexes and sequences) are being
> generated successfully so I?m confident that DBI is making the connection to
> the Oracle DB.  I?ve verified that the Users table exists and via the
> rt_user user as well as via the system (via alter session similar to the
> build process) account, both of which are able to successfully access this
> table.
>
>
>
> I?ve also tried using the following command with the same results:
>
> TWO_TASK=TIME perl sbin/rt-setup-database --dba=system
> --dba-password=<password> --action coredata
>
>
>
> Versions:
>
> RT Version ? 3.8.4
>
> Perl Version - v5.8.5 built for i386-linux-thread-multi
>
> Oracle ? 10.2.0.4 ? Enterprise Edition
>
> OS - Linux app02.server.com 2.6.9-67.0.0.0.1.ELsmp #1 SMP Sun Nov 18
> 00:23:42 EST 2007 i686 i686 i386 GNU/Linux
>
>
>
> Exact Error:
>
> # TWO_TASK=TIME perl sbin/rt-setup-database --dba=rt_user
> --dba-password=xxxxxxx --action coredata
>
> Working with:
>
> Type:   Oracle
>
> Host:   db01.server.com
>
> Name:   TIME
>
> User:   RT_USER
>
> DBA:    rt_user
>
> Now inserting RT core system objects
>
> [Fri Jun 19 17:59:49 2009] [warning]: DBD::Oracle::st execute failed:
> ORA-04043: object Users does not exist (DBD ERROR: Can't match some
> parameters to LOB fields in the table, check type and name) [for Statement
> "INSERT INTO Users (Comments, RealName, Creator, Password, LastUpdatedBy,
> Created, id, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)" with
> ParamValues: :p1='Do not delete or modify this user. It is integral to RTs
> internal database structures', :p2='The RT System itself', :p3='1',
> :p4='*NO-PASSWORD*', :p5='1', :p6='2009-06-19 17:59:49', :p7='7',
> :p8='RT_System', :p9='2009-06-19 17:59:49'] at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 509.
> (/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm:509)
>
> [Fri Jun 19 17:59:49 2009] [warning]: RT::Handle=HASH(0xb059c78) couldn't
> execute the query 'INSERT INTO Users (Comments, RealName, Creator, Password,
> LastUpdatedBy, Created, id, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?,
> ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line
> 522
>
>
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb059c78)',
> 'INSERT INTO Users (Comments, RealName, Creator, Password, Las...',
> 'HASH(0xb16772c)', 'The RT System itself', 1, '*NO-PASSWORD*', 1,
> '2009-06-19 17:59:49', 7, ...) called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 357
>
>         DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xb059c78)',
> 'Users', 'Comments', 'HASH(0xb16772c)', 'RealName', 'The RT System itself',
> 'Creator', 1, 'Password', ...) called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 105
>
>
> DBIx::SearchBuilder::Handle::Oracle::Insert('RT::Handle=HASH(0xb059c78)',
> 'Users', 'Comments', 'HASH(0xb16772c)', 'RealName', 'The RT System itself',
> 'Creator', 1, 'Password', ...) called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 1293
>
>         DBIx::SearchBuilder::Record::Create('RT::User=HASH(0xb138bb8)',
> 'Comments', 'Do not delete or modify this user. It is integral to RTs
> inte...', 'RealName', 'The RT System itself', 'Creator', 1, 'Password',
> '*NO-PASSWORD*', ...) called at
> /stage/resource_tracker/rt-3.8.4/sbin/../lib/RT/Record.pm line 289
>
>         RT::Record::Create('RT::User=HASH(0xb138bb8)', 'id', 7, 'Comments',
> 'Do not delete or modify this user. It is integral to RTs inte...',
> 'Password', '*NO-PASSWORD*', 'LastUpdatedBy', 1, ...) called at
> /stage/resource_tracker/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 388
>
>         RT::User::_BootstrapCreate('RT::User=HASH(0xb138bb8)', 'Name',
> 'RT_System', 'RealName', 'The RT System itself', 'Comments', 'Do not delete
> or modify this user. It is integral to RTs inte...', 'Creator', 1, ...)
> called at /stage/resource_tracker/rt-3.8.4/sbin/../lib/RT/Handle.pm line 593
>
>         RT::Handle::InsertInitialData('RT::Handle=HASH(0xb059c78)') called
> at sbin/rt-setup-database line 230
>
>         main::action_coredata('action', 'coredata', 'dba-password',
> '<password>', 'dba', 'rt_user') called at sbin/rt-setup-database line 166
> (/usr/lib/perl5/5.8.5/Carp.pm:204)
>
> Couldn't finish 'coredata' step.
>
>
>
> ERROR: Could not create user
>
>
>
> Exact with DBI_TRACE=1 set:
>
>     <- STORE('ShowErrorStatement', 1)= 1 at Oracle.pm line 70
>
>     <- install_driver= DBI::dr=HASH(0x972fa14)
>
> connect using
> '(DESCRIPTION=(ADDRESS=(HOST=db01.re-questinc.com)(PROTOCOL=tcp)(PORT=1521))(CONNECT_DATA=(SID=T
>
> IME)))'    <- connect('host=db01.re-questinc.com;sid=TIME;port=1521',
> 'RT_USER', ...)= DBI::db=HASH(0xbaabb50)
>
>  at DBI.pm line 653
>
>     <- STORE('PrintError', 1)= 1 at DBI.pm line 705
>
>     <- STORE('AutoCommit', 1)= 1 at DBI.pm line 705
>
>     <- STORE('Username', 'RT_USER')= 1 at DBI.pm line 708
>
>     <> FETCH('Username')= 'RT_USER' ('Username' from cache) at DBI.pm line
> 708
>
>     <- connected('dbi:Oracle:host=db01.re-questinc.com;sid=TIME;port=1521',
> 'RT_USER', ...)= undef at DBI.pm l
>
> ine 714
>
>     <- connect= DBI::db=HASH(0xbaabb50)
>
>     <- STORE('dbi_connect_closure', CODE(0xbaa9c9c))= 1 at DBI.pm line 723
>
>     <- STORE('FetchHashKeyName', 'NAME_lc')= 1 at Handle.pm line 110
>
>     <- STORE('LongTruncOk', 1)= 1 at Oracle.pm line 48
>
>     <- STORE('LongReadLen', 8000)= 1 at Oracle.pm line 49
>
>     <- prepare('ALTER SESSION set NLS_DATE_FORMAT = 'YYYY-MM-DD
> HH24:MI:SS'')= DBI::st=HASH(0x972f6b4) at Hand
>
> le.pm line 469
>
>     <- execute= '0E0' at Handle.pm line 509
>
>     <- DESTROY(DBI::st=HASH(baabc88))= undef at Oracle.pm line 51
>
>     <- STORE('LongReadLen', 10000000)= 1 at Handle.pm line 122
>
>     <- prepare('SELECT  * FROM Users WHERE lower(Name) = ?')=
> DBI::st=HASH(0xac8bd98) at Handle.pm line 469
>
>     <- execute('rt_system')= '0E0' at Handle.pm line 509
>
>     <- fetchrow_hashref= undef at Record.pm line 1213
>
>     <- err= undef at Record.pm line 1215
>
>     <- DESTROY(DBI::st=HASH(972f738))= undef at Record.pm line 1126
>
>     <- ping= 1 at Handle.pm line 827
>
>     <- ping= 1 at Handle.pm line 827
>
>     <- begin_work= 1 at Handle.pm line 724
>
>     <- prepare('SELECT Principals_seq.nextval FROM DUAL')=
> DBI::st=HASH(0xbafc500) at Handle.pm line 469
>
>     <- execute= '0E0' at Handle.pm line 509
>
>     <- fetchrow_array= ( "4" ) [1 items] row1 at Oracle.pm line 94
>
>     <- prepare('INSERT INTO Principals (Disabled, PrincipalType, id,
> ObjectId) VALUES (?, ?, ?, ?)')= DBI::st=
>
> HASH(0xbb0012c) at Handle.pm line 469
>
>     <- execute('0', 'User', ...)= 1 at Handle.pm line 509
>
>     <- DESTROY(DBI::st=HASH(bb0009c))= undef at Oracle.pm line 107
>
>     <- DESTROY(DBI::st=HASH(bbb700c))= undef at Record.pm line 1293
>
>     <- prepare('SELECT  * FROM Principals WHERE id = ?')=
> DBI::st=HASH(0xbbb6f34) at Handle.pm line 469
>
>     <- execute('4')= '0E0' at Handle.pm line 509
>
>     <- fetchrow_hashref= HASH(0xbbaa88c)4keys row1 at Record.pm line 1213
>
>     <- DESTROY(DBI::st=HASH(bbb7024))= undef at Record.pm line 1126
>
>     <- prepare('UPDATE Principals SET ObjectId=? WHERE id=? ')=
> DBI::st=HASH(0xbbb7108) at Handle.pm line 469
>
>     <- execute('4', '4')= 1 at Handle.pm line 509
>
>     <- DESTROY(DBI::st=HASH(bbb7198))= undef at Cachable.pm line 139
>
>     <- prepare('INSERT INTO Users (Comments, RealName, Creator, Password,
> LastUpdatedBy, Created, id, Name, La
>
> stUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)')= DBI::st=HASH(0xbbb7228) at
> Handle.pm line 469
>
>     <- bind_param(1, undef, ...)= 1 at Handle.pm line 495
>
>     !! ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#1)
>
>     <- execute('Do not delete or modify this user. It is integral to RT's
> internal database structures', 'The
>
> RT System itself', ...)= undef at Handle.pm line 509
>
>        ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#0)
>
>     <- errstr= 'ORA-04043: object Users does not exist (DBD ERROR: Can't
> match some parameters to LOB fields i
>
> n the table, check type and name)' at Handle.pm line 525
>
>        ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#1)
>
>     <- DESTROY(DBI::st=HASH(bbaaac0))= undef at Handle.pm line 357
>
>        ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#0)
>
>     <- ping= 1 at Handle.pm line 827
>
>        ERROR: '4043' 'ORA-04043: object Users does not exist (DBD ERROR:
> Can't match some parameters to LOB fi
>
> elds in the table, check type and name)' (err#0)
>
>     <- ping= 1 at Handle.pm line 827
>
>     !! ERROR: '4043' CLEARED by call to rollback method
>
>     <- rollback= 1 at Handle.pm line 769
>
>
>
> Display for the gmake testdeps step:
>
> # gmake testdeps
>
> /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-Oracle
> --with-fastcgi
>
> perl:
>
>         >=5.8.3(5.8.5)...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:
>
>         Term::ReadKey...found
>
>         Getopt::Long >= 2.24...found
>
>         HTTP::Request::Common...found
>
>         Term::ReadLine...found
>
>         Text::ParseWords...found
>
>         LWP...found
>
> CORE dependencies:
>
>         Class::ReturnValue >= 0.40...found
>
>         Text::Quoted >= 2.02...found
>
>         CSS::Squish >= 0.06...found
>
>         Encode >= 2.13...found
>
>         Module::Versions::Report >= 1.05...found
>
>         MIME::Entity >= 5.425...found
>
>         DBI >= 1.37...found
>
>         Locale::Maketext::Lexicon >= 0.32...found
>
>         Devel::StackTrace >= 1.19...found
>
>         Digest::base...found
>
>         Time::ParseDate...found
>
>         File::Temp >= 0.18...found
>
>         Locale::Maketext >= 1.06...found
>
>         Tree::Simple >= 1.04...found
>
>         Text::Template >= 1.44...found
>
>         Scalar::Util...found
>
>         HTML::Scrubber >= 0.08...found
>
>         File::Spec >= 0.8...found
>
>         Calendar::Simple...found
>
>         DBIx::SearchBuilder >= 1.54...found
>
>         Sys::Syslog >= 0.16...found
>
>         Mail::Mailer >= 1.57...found
>
>         File::ShareDir...found
>
>         Regexp::Common...found
>
>         Digest::MD5 >= 2.27...found
>
>         HTML::Entities...found
>
>         Cache::Simple::TimedExpiry...found
>
>         File::Glob...found
>
>         Locale::Maketext::Fuzzy...found
>
>         Time::HiRes...found
>
>         Text::Wrapper...found
>
>         Log::Dispatch >= 2.0...found
>
>         UNIVERSAL::require...found
>
>         Email::Address...found
>
> DASHBOARDS dependencies:
>
>         HTML::RewriteAttributes >= 0.02...found
>
>         MIME::Types...found
>
> FASTCGI dependencies:
>
>         CGI::Fast...found
>
>         CGI >= 3.38...found
>
>         FCGI...found
>
> GPG dependencies:
>
>         PerlIO::eol...found
>
>         GnuPG::Interface...found
>
> ICAL dependencies:
>
>         Data::ICal...found
>
> MAILGATE dependencies:
>
>         Pod::Usage...found
>
>         HTML::TreeBuilder...found
>
>         Getopt::Long...found
>
>         HTML::FormatText...found
>
>         LWP::UserAgent...found
>
> MASON dependencies:
>
>         Storable >= 2.08...found
>
>         CSS::Squish >= 0.06...found
>
>         Apache::Session >= 1.53...found
>
>         Errno...found
>
>         Devel::StackTrace >= 1.19...found
>
>         CGI::Cookie >= 1.20...found
>
>         Text::WikiFormat >= 0.76...found
>
>         XML::RSS >= 1.05...found
>
>         HTML::Mason >= 1.36...found
>
>         Digest::MD5 >= 2.27...found
>
> ORACLE dependencies:
>
>         DBD::Oracle...found
>
> SMTP dependencies:
>
>         Net::SMTP...found
>
> STANDALONE dependencies:
>
>         Net::Server::PreFork...found
>
>         Net::Server...found
>
>         HTTP::Server::Simple >= 0.34...found
>
>         HTTP::Server::Simple::Mason >= 0.09...found
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 varun.vyas at elitecore.com  Tue Jun 23 00:59:47 2009
From: varun.vyas at elitecore.com (Varun Vyas)
Date: Tue, 23 Jun 2009 10:29:47 +0530
Subject: [rt-users] RT performance issue
Message-ID: <4A406143.5040405@elitecore.com>

Hello All.

Well 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.


-- 
Thanks & Regards
Varun Vyas




From JoopvandeWege at mococo.nl  Tue Jun 23 02:13:46 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Tue, 23 Jun 2009 08:13:46 +0200
Subject: [rt-users] Tables in RTFM or changing the RTFM Wiki interpreter
In-Reply-To: <200906230223.53080.geoff@apro.com.au>
References: <200906230223.53080.geoff@apro.com.au>
Message-ID: <4A40729A.6040508@mococo.nl>

Geoff Roberts wrote:
> Hi,
>
> Does anyone know if it is possible to create tables in RTFM Wiki custom 
> fields? I am using RTFM 2.4.1.
>   
Just for a test I have disabled tag scanning and then any valid html 
code is rendered as html. I don't know exactly what I changed, has been 
a while I tested this, but if you can't figure it out yourself I'll 
rummage through my dev instance to find the diff.
Either I changed a RTFM component or I changed Text::Wiki(?)

Regards,

Joop



From JoopvandeWege at mococo.nl  Tue Jun 23 02:21:48 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Tue, 23 Jun 2009 08:21:48 +0200
Subject: [rt-users] RT performance issue
In-Reply-To: <4A406143.5040405@elitecore.com>
References: <4A406143.5040405@elitecore.com>
Message-ID: <4A40747C.6070306@mococo.nl>

Varun Vyas wrote:
> Hello All.
>
> Well 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.
>   
You might have 8G or RAM but how much is being allocated to Oracle ?
Please specify in either terms of SGA/PGA and automatic memory 
allocation or as dedicated SGA/blockbuffer pool allocations

Further is it Oracle that is slow or is it Apache that is being slow?

Which things are slow? (Searching on ticket CONTENT is without proper 
context indexing reeeaaaal slow.), not to mention that standard 
SearchBuilder pre and post pends % to queries, effectively disabling the 
use of indices :-((

Regards,

Joop

(PS:
Contact me off list if you need specific help
)


From oleg.sladkoff at kelkoo.com  Tue Jun 23 04:42:12 2009
From: oleg.sladkoff at kelkoo.com (oleg sladkoff)
Date: Tue, 23 Jun 2009 10:42:12 +0200
Subject: [rt-users] 3.6.x  end of support ?
Message-ID: <1245746532.2239.6.camel@prettyenter.ds.corp.kelkoo.net>

Hi,

I currently use 3.6.x 
Does anyone know how long it will be supported ?

Regards,

-- 


Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladkoff at kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532



From damien.hardy at laposte.net  Tue Jun 23 08:17:28 2009
From: damien.hardy at laposte.net (Damien Hardy)
Date: Tue, 23 Jun 2009 14:17:28 +0200 (CEST)
Subject: [rt-users] remove images attached for mail signature.
Message-ID: <39c93c1cc7e7b4e7d0eab77f19bf82c7.squirrel@10.0.0.100>

Hello

I want to remove from the incoming mails the images attached to the mail
that are used by the corporate signature of my company added automatically
by our mailers.

the image name are known.

How can i manage this (if it is possible) ?

many thanks for helping

-- 
Damien


From david.donachie at snp.org  Tue Jun 23 10:51:50 2009
From: david.donachie at snp.org (David Donachie)
Date: Tue, 23 Jun 2009 10:51:50 -0400 (EDT)
Subject: [rt-users] Display of Children on Search results in 3.6.3
Message-ID: <00fb01c9f411$4b990270$ad00000a@SNPHQ005>

Hi there

We've been using RT in our office for a little while but we've recently
started grouping some tickets with others using parent child relationships
to track related issues within one queue.

To help with this I've set up a saved search that shows the children, and
excludes tickets with parents set, so far so good.

However the listing of child tickets just shows their ID numbers (as
links), and it shows tickets that are closed as well as open.

Is there any way to

(a) show the child tickets' names instead of (or as well as) their id
numbers on the search results

(b) to choose whether we see only open tickets on that summary list

To me (a) would seem like it should be a lot easier than (b), but I don't
really know.

I'd love a solution that just involves changing the output formats on the
advanced search interface, but I'm willing to change some code if that's
what's needed (but go gently because my PERL is rusty).

David
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From rnbrady at gmail.com  Tue Jun 23 10:22:52 2009
From: rnbrady at gmail.com (Richard Brady)
Date: Tue, 23 Jun 2009 15:22:52 +0100
Subject: [rt-users] Scrips actions - limiting correspondance propogation
	to internal users
In-Reply-To: <CE9EF324319A604EB8EDDCDBA1CA82110FBF18@Vegas.coastal-it.local>
References: <AceviF4zWTRMNa6zT3S558NQX3pkxQ==>
	<CE9EF324319A604EB8EDDCDBA1CA82110FBF18@Vegas.coastal-it.local>
Message-ID: <4d6de31b0906230722r189622e6w4c148429ab08c8d5@mail.gmail.com>

Hi folks

Anyone have any ideas about the unanswered question below?

I think the key is to write a custom condition to identify whether the actor
is a privileged or unprivileged user, but I'm not sure how I would do that?

Richard


2007/6/15 Mark Royan <mark at coastal-it.com>

> The scrip that appears to control this is, but we are unsure how to
> limit it to only act when initiated by one of our user's within the
> system -
> On Correspond Notify Requestors and Ccs with template Correspondence
>
> Is there a way to limit the auto-sending of correspondence when an
> external user replies to a ticket? We want the external users to be able
> to reply to the ticket so that the content is automatically included in
> the ticket but we don't want that reply to be automatically forwarded
> per the "On Correspond Notify Requestors and Ccs with template
> Correspondence" scrip. It seems that we do need to keep this script in
> the system in some capacity to maintain proper handling when internal
> users reply to a ticket. Has anybody discovered a way to do this?
>
>
> Regards,
> Mark Royan
> Coastal IT Consulting, LLC
> http://www.coastal-it.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From gleduc at mail.sdsu.edu  Tue Jun 23 11:45:31 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 23 Jun 2009 08:45:31 -0700
Subject: [rt-users] Scrips actions - limiting correspondance propogation
 to internal users
In-Reply-To: <4d6de31b0906230722r189622e6w4c148429ab08c8d5@mail.gmail.co
 m>
References: <AceviF4zWTRMNa6zT3S558NQX3pkxQ==>
	<CE9EF324319A604EB8EDDCDBA1CA82110FBF18@Vegas.coastal-it.local>
	<4d6de31b0906230722r189622e6w4c148429ab08c8d5@mail.gmail.com>
Message-ID: <6.2.1.2.2.20090623083436.02b09b38@mail.sdsu.edu>

Hi Richard,

The RT::User class has a method named Privileged that might do what you are 
looking for.  Something like this perhaps:
   my $Creator = $self->TransactionObj->CreatorObj;
   my $Privileged = $Creator->Privileged();

I use this to prevent privileged users from doing a password reset via e-mail.

Gene

At 07:22 AM 6/23/2009, Richard Brady wrote:
>Hi folks
>
>Anyone have any ideas about the unanswered question below?
>
>I think the key is to write a custom condition to identify whether the 
>actor is a privileged or unprivileged user, but I'm not sure how I would 
>do that?
>
>Richard
>
>2007/6/15 Mark Royan <<mailto:mark at coastal-it.com>mark at coastal-it.com>
>The scrip that appears to control this is, but we are unsure how to
>limit it to only act when initiated by one of our user's within the
>system -
>On Correspond Notify Requestors and Ccs with template Correspondence
>
>Is there a way to limit the auto-sending of correspondence when an
>external user replies to a ticket? We want the external users to be able
>to reply to the ticket so that the content is automatically included in
>the ticket but we don't want that reply to be automatically forwarded
>per the "On Correspond Notify Requestors and Ccs with template
>Correspondence" scrip. It seems that we do need to keep this script in
>the system in some capacity to maintain proper handling when internal
>users reply to a ticket. Has anybody discovered a way to do this?
>
>
>Regards,
>Mark Royan
>Coastal IT Consulting, LLC
><http://www.coastal-it.com>http://www.coastal-it.com

-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From kfcrocker at lbl.gov  Tue Jun 23 11:55:59 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 23 Jun 2009 08:55:59 -0700
Subject: [rt-users] Question on custom scrip condition
In-Reply-To: <4a4010e9.e08.f38.4ae0@cnc.bc.ca>
References: <4a4010e9.e08.f38.4ae0@cnc.bc.ca>
Message-ID: <4A40FB0F.8010803@lbl.gov>

Kevin,

You can get the Id thus:
 my $Corresponder = $self->TransactionObj->CreatorObj->PrincipalId;
and you can check if it is nobody against "$RT::Nobody->Id".
Maybe someone else on the list can help you with the check for "privileged.

As for why an Email goes out or not, that depends on:

   1. valid scrip condition & action
   2. valid UserID as recipient (must be privileged and has rights to
      queue sending out Email).


Kenn
LBNL

On 6/22/2009 4:16 PM, Kevin Gagel wrote:
> Yeah, I hadn't considered that. But in that case then it shouldn't try 
> to send the email. So it'll need a check for the owner and if the 
> owner is not nobody then send the message. Still, I don't know how to 
> do either of those checks, for the owner and then to ensure it sends 
> an email.
>
> Any pointers?
>
>
> 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] Question on custom scrip condition
> From: Ken Crocker <kfcrocker at lbl.gov>
> To: Kevin Gagel <gagel at cnc.bc.ca>
> Cc: <RT-Users at lists.bestpractical.com>
> Date: 22/06/2009 3:24 PM
>
> Kevin,
>
> What if the ticket is created WITHOUT an owner?
>
> Kenn
> LBNL
>
> On 6/22/2009 2:57 PM, Kevin Gagel wrote:
>> Thanks Ken for the script. I've altered Ken's script to this:
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> if  ($trans->Type eq 'CustomField')
>>     {my $cf = new RT::CustomField($RT::SystemUser);
>>         $cf->LoadByName(Queue => $ticket->QueueObj->id,
>>          Name => 'Urgency');
>>      return 0 unless $cf->id;
>>      if  ($trans->Field == $cf->id && $trans->NewValue eq 'URGENT')
>>           {
>>           $RT::Logger->debug('.');
>>           $RT::Logger->debug('It is an URGENT ticket so send the 
>> owner a message.');
>>           $RT::Logger->debug('.');
>>           return 1;
>>           }
>>      else
>>         {
>>         $RT::Logger->debug('.');
>>         $RT::Logger->debug('Fell through the check and into the else.');
>>         $RT::Logger->debug('.');
>>         }
>>     }
>>
>> return 0;
>> ===================================================
>> The debug output shows it is doing what's expected but I am not 
>> receiving an email. The debug output indicates that no recipients 
>> were found. So... How do I correct that?
>> I want the owner of the ticket to be notified by email if a ticket is 
>> created with an URGENT status or if the status changes to URGENT.
>>
>> Actual debug output:
>> [Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for 
>> attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
>> [Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc; 
>> recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)
>> [Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165] 
>> URGENT: URGENT
>> From: "Kevin W. Gagel via RT" rt\@XXXXXX.bc.ca
>> Reply-To: rt\@XXXXXX.bc.ca
>> Message-ID: <rt-3.8.2-19683-1245707462-1931.165-12-0 at CNC IT Services>
>> Precedence: bulk
>> X-RT-Loop-Prevention: CNC's Ticket System
>> RT-Ticket: CNC's Ticket System #165
>> Managed-by: RT 3.8.2 (http://www.bestpractical.com/rt/)
>> RT-Originator: gagel at XXXXXX.bc.ca
>> MIME-Version: 1.0
>> Content-Transfer-Encoding: 8bit
>> Content-Type: text/plain; charset="utf-8"
>> X-RT-Original-Encoding: utf-8 
>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)
>> [Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from 
>> Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)
>> [Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for 
>> attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)
>> [Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred 
>> delivery on transaction #2236 
>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)
>>
>>
>> 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] Question on custom scrip condition
>> From: Ken Crocker <kfcrocker at lbl.gov>
>> To: Kevin Gagel <gagel at cnc.bc.ca>
>> Cc: RT Users <RT-Users at lists.bestpractical.com>
>> Date: 16/06/2009 3:56 PM
>>
>> Kevin,
>>
>>
>> Here's one we use for when the development step of a ticket (CF 
>> "Work-State") is changed to "Review Approved":
>>
>> # condition execution on CF Review Process
>>
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>>
>> if  ($trans->Type eq 'CustomField')
>>     {my $cf = new RT::CustomField($RT::SystemUser);
>>         $cf->LoadByName(Queue => $ticket->QueueObj->id,
>>          Name => "Work-State");
>>      return 0 unless $cf->id; 
>>      if  ($trans->Field == $cf->id &&
>>           $trans->NewValue eq "Review Complete-Approved")
>>           {
>>            return 1;
>>           }
>>     }
>>
>> return 0;
>>
>> Just plug in your CF name and value you want and you're set. Hope 
>> this helps.
>>
>> Kenn
>> LBNL
>>
>> On 6/16/2009 2:53 PM, Kevin Gagel wrote:
>>> My users don't want to use priorities so they've had me create 4 
>>> levelsfor urgency. They only want to be notified by email on an item 
>>> that hasthe highest urgency level set. So I want to setup a custom 
>>> conditionthat tests for that level and then sends an email to the 
>>> user if thatspecific level is set.
>>>
>>> So, I have a custom field of "Urgency" which can have a value of 
>>> URGENT, High, Medium, Low, or Project.
>>> I have the template made already for the email to be sent out and 
>>> thescrip configured for it. I just don't know how to write the 
>>> customcondition to put into the scrip. How do I write the condition 
>>> to test for "URGENT" and indicate the action to send the email?
>>>
>>> All the references I'm finding in the RT Essentials have me a bit 
>>> confused, am I supposed to right a new module to make this scrip or 
>>> can I just add the perl code to the condition (not that I know what 
>>> code I have to enter just yet).
>>>
>>> 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
>>  
>> ------------------------------------------------------------------------
>>  
>> _______________________________________________ 
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
>>  
>> Community help: http://wiki.bestpractical.com 
>> Commercial support: sales at bestpractical.com 
>>  
>>  
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From raanders at cyber-office.net  Tue Jun 23 12:18:52 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Tue, 23 Jun 2009 09:18:52 -0700
Subject: [rt-users] CentOS 5 RPMs
In-Reply-To: <1245706818.29917.9.camel@smith.racf.bnl.gov>
References: <4A3FF738.9040005@cyber-office.net>
	<1245706818.29917.9.camel@smith.racf.bnl.gov>
Message-ID: <4A41006C.8080507@cyber-office.net>

Jason A. Smith wrote:
> On Mon, 2009-06-22 at 14:27 -0700, Roderick A. Anderson wrote:
>> Anyone aware of RPMs for RT?  Specifically for CentOS 5 and hopefully 
>> for the latest (or nearly so) version of RT?
> 
> EPEL has rpms for RHEL5, but for the older stable 3.6.x version:
> 
> http://download.fedora.redhat.com/pub/epel/5/SRPMS/repoview/rt3.html
> 
>> I've tried a few searches (Google and yum) but not having any luck. The 
>> stuff on the wiki is for CentOS 4 and uses MySQL (and probably a local 
>> database.)
>>
>> I may end up hacking the src RPM to see if I can get it to build for C5.
> 
> If you want the latest 3.8.x version and don't mind rebuilding and
> possibly hacking src rpms, then you can try the ones from fedora:
> 
> http://download.fedora.redhat.com/pub/fedora/linux/releases/11/Everything/source/SRPMS/repoview/rt3.html

Thanks Jason.  I'll probably end up doing that.  Right now I'm fighting 
a version issue with Encode from rpmforge and the CentOS 5 Perl 5.8.8 
package.

Maybe doing the RT RPM will fix the other.


\\||/
Rod
-- 



From raanders at cyber-office.net  Tue Jun 23 12:31:33 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Tue, 23 Jun 2009 09:31:33 -0700
Subject: [rt-users] CentOS 5 RPMs
In-Reply-To: <08BB2997563E5A4388CA3E3275D469A8136E18@EXMIAMI.compupay.com>
References: <4A3FF738.9040005@cyber-office.net><1245706818.29917.9.camel@smith.racf.bnl.gov>
	<4A41006C.8080507@cyber-office.net>
	<08BB2997563E5A4388CA3E3275D469A8136E18@EXMIAMI.compupay.com>
Message-ID: <4A410365.7050305@cyber-office.net>

Helmuth Ramirez wrote:
> Have you tried installing it from source using this guide (its very
> good)
> 
> http://www.ptitov.net/2008/07/request-tracker-installation-o.html 

I found this a couple of days ago but set it aside since it was using 
MySQL.  Looking at it again I see it covers a remote database and I can 
just modify the steps to work for PostgreSQL.

Thanks for reminder.


\\||/
Rod
-- 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roderick
> A. Anderson
> Sent: Tuesday, June 23, 2009 12:19 PM
> To: RT Users
> Subject: Re: [rt-users] CentOS 5 RPMs
> 
> Jason A. Smith wrote:
>> On Mon, 2009-06-22 at 14:27 -0700, Roderick A. Anderson wrote:
>>> Anyone aware of RPMs for RT?  Specifically for CentOS 5 and hopefully
> 
>>> for the latest (or nearly so) version of RT?
>> EPEL has rpms for RHEL5, but for the older stable 3.6.x version:
>>
>> http://download.fedora.redhat.com/pub/epel/5/SRPMS/repoview/rt3.html
>>
>>> I've tried a few searches (Google and yum) but not having any luck.
> The 
>>> stuff on the wiki is for CentOS 4 and uses MySQL (and probably a
> local 
>>> database.)
>>>
>>> I may end up hacking the src RPM to see if I can get it to build for
> C5.
>> If you want the latest 3.8.x version and don't mind rebuilding and
>> possibly hacking src rpms, then you can try the ones from fedora:
>>
>>
> http://download.fedora.redhat.com/pub/fedora/linux/releases/11/Everythin
> g/source/SRPMS/repoview/rt3.html
> 
> Thanks Jason.  I'll probably end up doing that.  Right now I'm fighting 
> a version issue with Encode from rpmforge and the CentOS 5 Perl 5.8.8 
> package.
> 
> Maybe doing the RT RPM will fix the other.
> 
> 
> \\||/
> Rod



From HelmuthRamirez at compupay.com  Tue Jun 23 12:23:20 2009
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Tue, 23 Jun 2009 12:23:20 -0400
Subject: [rt-users] CentOS 5 RPMs
References: <4A3FF738.9040005@cyber-office.net><1245706818.29917.9.camel@smith.racf.bnl.gov>
	<4A41006C.8080507@cyber-office.net>
Message-ID: <08BB2997563E5A4388CA3E3275D469A8136E18@EXMIAMI.compupay.com>

Have you tried installing it from source using this guide (its very
good)

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

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roderick
A. Anderson
Sent: Tuesday, June 23, 2009 12:19 PM
To: RT Users
Subject: Re: [rt-users] CentOS 5 RPMs

Jason A. Smith wrote:
> On Mon, 2009-06-22 at 14:27 -0700, Roderick A. Anderson wrote:
>> Anyone aware of RPMs for RT?  Specifically for CentOS 5 and hopefully

>> for the latest (or nearly so) version of RT?
> 
> EPEL has rpms for RHEL5, but for the older stable 3.6.x version:
> 
> http://download.fedora.redhat.com/pub/epel/5/SRPMS/repoview/rt3.html
> 
>> I've tried a few searches (Google and yum) but not having any luck.
The 
>> stuff on the wiki is for CentOS 4 and uses MySQL (and probably a
local 
>> database.)
>>
>> I may end up hacking the src RPM to see if I can get it to build for
C5.
> 
> If you want the latest 3.8.x version and don't mind rebuilding and
> possibly hacking src rpms, then you can try the ones from fedora:
> 
>
http://download.fedora.redhat.com/pub/fedora/linux/releases/11/Everythin
g/source/SRPMS/repoview/rt3.html

Thanks Jason.  I'll probably end up doing that.  Right now I'm fighting 
a version issue with Encode from rpmforge and the CentOS 5 Perl 5.8.8 
package.

Maybe doing the RT RPM will fix the other.


\\||/
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


From raanders at cyber-office.net  Tue Jun 23 14:00:12 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Tue, 23 Jun 2009 11:00:12 -0700
Subject: [rt-users] Redux: CentOS 5 RPMs
Message-ID: <4A41182C.4050806@cyber-office.net>

Well after Helmuth reminded me of the CentOS installation guide I took 
the time to give it a try.  Works quite well.

I still have a few packages missing and can't seem to figure out why 
there are problems.

Net::Server goes _away_  while running tests and one perl process goes 
<defunct> (I'm watching with top) at this point

t/Server_BASE.t ........... 6/6 _

two others (perl processes) just sit there but don't use any resources.

This is a Linux-Vserver guest so I suspect it might be a capabilities 
issue but if anyone has run into a same/similar thing please let me know 
so I can hunt in the right place.
    Once I figure this out I'm sure Net::Server::PreFork will install.


The packages are Calendar::Simple and XML::RSS neither of which will 
install.  I have more research to do on these but again if anyone has 
run into same/similar I'd appreciate any hints.


\\||/
Rod
-- 


From raanders at cyber-office.net  Tue Jun 23 14:19:28 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Tue, 23 Jun 2009 11:19:28 -0700
Subject: [rt-users] Redux: CentOS 5 RPMs
In-Reply-To: <4A41182C.4050806@cyber-office.net>
References: <4A41182C.4050806@cyber-office.net>
Message-ID: <4A411CB0.6030309@cyber-office.net>

Roderick A. Anderson wrote:
> Well after Helmuth reminded me of the CentOS installation guide I took 
> the time to give it a try.  Works quite well.
> 
> I still have a few packages missing and can't seem to figure out why 
> there are problems.
> 
> Net::Server goes _away_  while running tests and one perl process goes 
> <defunct> (I'm watching with top) at this point
> 
> t/Server_BASE.t ........... 6/6 _
> 
> two others (perl processes) just sit there but don't use any resources.
> 
> This is a Linux-Vserver guest so I suspect it might be a capabilities 
> issue but if anyone has run into a same/similar thing please let me know 
> so I can hunt in the right place.
>     Once I figure this out I'm sure Net::Server::PreFork will install.
> 
> 
> The packages are Calendar::Simple and XML::RSS neither of which will 
> install.  I have more research to do on these but again if anyone has 
> run into same/similar I'd appreciate any hints.

Quick update.  The problem children were all available via yum.

	perl-Calendar-Simple
	perl-Net-Server

gets me no MISSING packages.


\\||/
Rod
-- 



From matthewi at wolfram.com  Tue Jun 23 14:20:46 2009
From: matthewi at wolfram.com (Matthew Isaacs)
Date: Tue, 23 Jun 2009 13:20:46 -0500
Subject: [rt-users] Redux: CentOS 5 RPMs
In-Reply-To: <4A41182C.4050806@cyber-office.net>
References: <4A41182C.4050806@cyber-office.net>
Message-ID: <4A411CFE.4030600@wolfram.com>

For XML::RSS try install the expat packages from yum.  IIRC, the default 
XML processor on Centos 5 is not expat, and some of the perl libraries 
don't like that much..

Roderick A. Anderson wrote:
> Well after Helmuth reminded me of the CentOS installation guide I took 
> the time to give it a try.  Works quite well.
>
> I still have a few packages missing and can't seem to figure out why 
> there are problems.
>
> Net::Server goes _away_  while running tests and one perl process goes 
> <defunct> (I'm watching with top) at this point
>
> t/Server_BASE.t ........... 6/6 _
>
> two others (perl processes) just sit there but don't use any resources.
>
> This is a Linux-Vserver guest so I suspect it might be a capabilities 
> issue but if anyone has run into a same/similar thing please let me know 
> so I can hunt in the right place.
>     Once I figure this out I'm sure Net::Server::PreFork will install.
>
>
> The packages are Calendar::Simple and XML::RSS neither of which will 
> install.  I have more research to do on these but again if anyone has 
> run into same/similar I'd appreciate any hints.
>
>
> \\||/
> Rod
>   


-- 
Matthew Isaacs
Systems Engineer
Wolfram Research, Inc.
1-217-398-0700 x3311



From ggreene at minervanetworks.com  Tue Jun 23 16:49:22 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 23 Jun 2009 13:49:22 -0700
Subject: [rt-users] Redux: CentOS 5 RPMs
In-Reply-To: <4A411CB0.6030309@cyber-office.net>
Message-ID: <C6668DE2.23B1%ggreene@minervanetworks.com>

Additionally, I've found that if you have version issues, just rebuild the
SRPM for the package with the newer module put in site_perl instead of
vendor_perl and version the package name in some way (much like library
versioning), so as to not cause issues with upstream versions from RHEL or
CentOS' main repos.


On 6/23/09 11:19 AM, "Roderick A. Anderson" <raanders at cyber-office.net>
wrote:

> Roderick A. Anderson wrote:
>> Well after Helmuth reminded me of the CentOS installation guide I took
>> the time to give it a try.  Works quite well.
>> 
>> I still have a few packages missing and can't seem to figure out why
>> there are problems.
>> 
>> Net::Server goes _away_  while running tests and one perl process goes
>> <defunct> (I'm watching with top) at this point
>> 
>> t/Server_BASE.t ........... 6/6 _
>> 
>> two others (perl processes) just sit there but don't use any resources.
>> 
>> This is a Linux-Vserver guest so I suspect it might be a capabilities
>> issue but if anyone has run into a same/similar thing please let me know
>> so I can hunt in the right place.
>>     Once I figure this out I'm sure Net::Server::PreFork will install.
>> 
>> 
>> The packages are Calendar::Simple and XML::RSS neither of which will
>> install.  I have more research to do on these but again if anyone has
>> run into same/similar I'd appreciate any hints.
> 
> Quick update.  The problem children were all available via yum.
> 
> perl-Calendar-Simple
> perl-Net-Server
> 
> gets me no MISSING packages.
> 
> 
> \\||/
> Rod



From varun.power6000 at gmail.com  Tue Jun 23 21:57:12 2009
From: varun.power6000 at gmail.com (Varun Vyas)
Date: Wed, 24 Jun 2009 07:27:12 +0530
Subject: [rt-users] RT Internal Server Error
Message-ID: <22a1fd020906231857w5bb3fbb8t5e81c38c0a77ca35@mail.gmail.com>

Hello All,

I m facing problem with my RT 3.6.3 i have apache 2 installed with fastcgi
implemented and 8GB of ram in  application server. But quite often i m
getting "Internal Server Error 500" and when i see the logs it shows error
like incomplete header received from server and comm with server error. And
as far as i know this happens frequently when we try to close ticket.
Although tickets gets closed but we got internal server error and page gets
irresponsive. We have to wait for certain minutes after that again
refreshing makes all thing normal. But i m not able to get why we are
encountering this problem

Can any one has idea regarding that and help me out.

Thanks & Regards
Varun
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From varun.vyas at elitecore.com  Wed Jun 24 06:01:13 2009
From: varun.vyas at elitecore.com (Varun Vyas)
Date: Wed, 24 Jun 2009 15:31:13 +0530
Subject: [rt-users] RT Memory Leaks Problem
Message-ID: <4A41F969.5050203@elitecore.com>

Hello All

I have 8gigs RAM on my machine with RT 3.6.3 installed and we have intel 
processor. I  have RHEL3 installed  with kernel version  2.6.9-5. And my 
problem is that as each day passes our memory in RAM gets exhausted and 
by the end of 3rd day it starts using swap memory and we have to restart 
my apache so that i can stable my memory usage. I m pretty sure its 
memory leak problem . But i m not able to find out by what reason this 
memory leaks are occuring and its not letting it to remain stable

Can any can suggest me help in this. Any help is appreciated

-- 
Thanks & Regards
Varun Vyas
Software Engineer - Automation




From sme at i-tracing.com  Wed Jun 24 06:55:25 2009
From: sme at i-tracing.com (sme at i-tracing.com)
Date: Wed, 24 Jun 2009 12:55:25 +0200
Subject: [rt-users] Customize spreadsheet output?
Message-ID: <000901c9f4ba$47776070$d6662150$@com>

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

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From rnbrady at gmail.com  Wed Jun 24 07:00:21 2009
From: rnbrady at gmail.com (Richard Brady)
Date: Wed, 24 Jun 2009 12:00:21 +0100
Subject: [rt-users] Difference between a CC and a Requestor
Message-ID: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>

Hi folks

I am struggling to understand the difference between a CC and a Requestor?
When adding extra people to a ticket, it's not clear whether they should be
added as one or the other.

Any clarification would  be much appreciated. (I have looked for
documentation on this but have not found much).

Richard

--
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady at gmail.com
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From rnbrady at gmail.com  Wed Jun 24 07:08:04 2009
From: rnbrady at gmail.com (Richard Brady)
Date: Wed, 24 Jun 2009 12:08:04 +0100
Subject: [rt-users] Autoreply to Actor only
Message-ID: <4d6de31b0906240408x7cf9eb71v79c014847f7d2f62@mail.gmail.com>

Hi folks

I am trying to write a Scrip to autoreply to only the actor of a
transaction. When a ticket is closed and someone tries to correspond, I want
to autoreply with a message advising that further correspondence is not
possible. I am currently using Autoreply to Requestors and CCs, but this
sends the notification to everyone. Now I have put custom conditions in my
other scrips to not relay the correspodnence on a closed ticket, so other
requestors are getting the "bounce" message and won't know where it's from.

I don't believe this is related to the global NotifyActor setting which has
been discussed several times on this list.

I think the problem here is that I know how to write a custom condition, but
I have no idea how to write a custom action which sends an email. If I could
find an example of a custom action that replies to ticket requestors, I
could probably modify it to send to transaction actor instead, but I can't
find such an example.

Thanks in advance for any tips.

Richard

--
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady at gmail.com
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From rfh at vialtus.com  Wed Jun 24 07:27:08 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 24 Jun 2009 12:27:08 +0100
Subject: [rt-users] Difference between a CC and a Requestor
In-Reply-To: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>
References: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>
Message-ID: <4A420D8C.3050507@vialtus.com>

Richard;

Its very similar to the To and CC in emails, Requestors are the To list 
and CC are the CC.
In addition , you can manipulate when/who gets correspondence via 
scrips, you may want to only notify Requestors and therefore you limit 
your requestors list to those you wish to get the notifications.

Roy


Richard Brady wrote:
> Hi folks
>
> I am struggling to understand the difference between a CC and a 
> Requestor? When adding extra people to a ticket, it's not clear 
> whether they should be added as one or the other.
>
> Any clarification would  be much appreciated. (I have looked for 
> documentation on this but have not found much).
>
> Richard
>
> --
> Richard Brady
> T: +44 (0)7771 623 348
> E: rnbrady at gmail.com <mailto:rnbrady at gmail.com>


From rfh at vialtus.com  Wed Jun 24 07:32:18 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 24 Jun 2009 12:32:18 +0100
Subject: [rt-users] Autoreply to Actor only
In-Reply-To: <4d6de31b0906240408x7cf9eb71v79c014847f7d2f62@mail.gmail.com>
References: <4d6de31b0906240408x7cf9eb71v79c014847f7d2f62@mail.gmail.com>
Message-ID: <4A420EC2.3020108@vialtus.com>

I do this via the templates, create a new template and at the top of the 
template add:

To: {$Transaction->CreatorObj->EmailAddress}
Subject:{$Ticket->Subject}
RT-Attach-Message: Yes

Your template text etc

In the scrip make your
 Action: Notify Other Recipients
Template: Your new template

Regards;

Roy

Richard Brady wrote:
> Hi folks
>
> I am trying to write a Scrip to autoreply to only the actor of a 
> transaction. When a ticket is closed and someone tries to correspond, 
> I want to autoreply with a message advising that further 
> correspondence is not possible. I am currently using Autoreply to 
> Requestors and CCs, but this sends the notification to everyone. Now I 
> have put custom conditions in my other scrips to not relay the 
> correspodnence on a closed ticket, so other requestors are getting the 
> "bounce" message and won't know where it's from.
>
> I don't believe this is related to the global NotifyActor setting 
> which has been discussed several times on this list.
>
> I think the problem here is that I know how to write a custom 
> condition, but I have no idea how to write a custom action which sends 
> an email. If I could find an example of a custom action that replies 
> to ticket requestors, I could probably modify it to send to 
> transaction actor instead, but I can't find such an example.
>
> Thanks in advance for any tips.
>
> Richard
>
> --
> Richard Brady
> T: +44 (0)7771 623 348
> E: rnbrady at gmail.com <mailto:rnbrady at gmail.com>


From mdpoole at troilus.org  Wed Jun 24 07:34:41 2009
From: mdpoole at troilus.org (Michael Poole)
Date: Wed, 24 Jun 2009 07:34:41 -0400
Subject: [rt-users] Difference between a CC and a Requestor
In-Reply-To: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>
	(Richard Brady's message of "Wed\, 24 Jun 2009 12\:00\:21 +0100")
References: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>
Message-ID: <874ou56f1q.fsf@graviton.dyn.troilus.org>

Richard Brady writes:

> Hi folks
>
> I am struggling to understand the difference between a CC and a Requestor? When
> adding extra people to a ticket, it's not clear whether they should be added as
> one or the other.
>
> Any clarification would? be much appreciated. (I have looked for documentation
> on this but have not found much).

The rule of thumb used with the RT instance I use: A Requestor is
someone who can provide more detail on the problem or question being
asked in the ticket.  Cc is anyone else who has hands-on interest in
when or how the ticket is resolved.  (AdminCc are those who have
monitoring or other indirect interests in the ticket.)

Michael Poole


From rnbrady at gmail.com  Wed Jun 24 07:46:21 2009
From: rnbrady at gmail.com (Richard Brady)
Date: Wed, 24 Jun 2009 12:46:21 +0100
Subject: [rt-users] Autoreply to Actor only
In-Reply-To: <4A420EC2.3020108@vialtus.com>
References: <4d6de31b0906240408x7cf9eb71v79c014847f7d2f62@mail.gmail.com>
	<4A420EC2.3020108@vialtus.com>
Message-ID: <4d6de31b0906240446q89c2ad7qc69c38604441ad8c@mail.gmail.com>

Thanks for the reply.

Surely that won't result in the message envelope being changed to exclude
the other recipients?


2009/6/24 Raed El-Hames <rfh at vialtus.com>

> I do this via the templates, create a new template and at the top of the
> template add:
>
> To: {$Transaction->CreatorObj->EmailAddress}
> Subject:{$Ticket->Subject}
> RT-Attach-Message: Yes
>
> Your template text etc
>
> In the scrip make your
> Action: Notify Other Recipients
> Template: Your new template
>
> Regards;
>
> Roy
>
> Richard Brady wrote:
>
>> Hi folks
>>
>> I am trying to write a Scrip to autoreply to only the actor of a
>> transaction. When a ticket is closed and someone tries to correspond, I want
>> to autoreply with a message advising that further correspondence is not
>> possible. I am currently using Autoreply to Requestors and CCs, but this
>> sends the notification to everyone. Now I have put custom conditions in my
>> other scrips to not relay the correspodnence on a closed ticket, so other
>> requestors are getting the "bounce" message and won't know where it's from.
>>
>> I don't believe this is related to the global NotifyActor setting which
>> has been discussed several times on this list.
>>
>> I think the problem here is that I know how to write a custom condition,
>> but I have no idea how to write a custom action which sends an email. If I
>> could find an example of a custom action that replies to ticket requestors,
>> I could probably modify it to send to transaction actor instead, but I can't
>> find such an example.
>>
>> Thanks in advance for any tips.
>>
>> Richard
>>
>> --
>> Richard Brady
>> T: +44 (0)7771 623 348
>> E: rnbrady at gmail.com <mailto:rnbrady at gmail.com>
>>
>
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From rfh at vialtus.com  Wed Jun 24 07:56:42 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 24 Jun 2009 12:56:42 +0100
Subject: [rt-users] Autoreply to Actor only
In-Reply-To: <4d6de31b0906240446q89c2ad7qc69c38604441ad8c@mail.gmail.com>
References: <4d6de31b0906240408x7cf9eb71v79c014847f7d2f62@mail.gmail.com>	<4A420EC2.3020108@vialtus.com>
	<4d6de31b0906240446q89c2ad7qc69c38604441ad8c@mail.gmail.com>
Message-ID: <4A42147A.8030904@vialtus.com>

No sure I know what you mean, yes it will exclude other recipients but I 
thought this is what you want:
" I am trying to write a Scrip to autoreply to only the actor of a 
transaction."

Did I miss the point??

Roy

Richard Brady wrote:
> Thanks for the reply.
>
> Surely that won't result in the message envelope being changed to 
> exclude the other recipients?
>
>
> 2009/6/24 Raed El-Hames <rfh at vialtus.com <mailto:rfh at vialtus.com>>
>
>     I do this via the templates, create a new template and at the top
>     of the template add:
>
>     To: {$Transaction->CreatorObj->EmailAddress}
>     Subject:{$Ticket->Subject}
>     RT-Attach-Message: Yes
>
>     Your template text etc
>
>     In the scrip make your
>     Action: Notify Other Recipients
>     Template: Your new template
>
>     Regards;
>
>     Roy
>
>     Richard Brady wrote:
>
>         Hi folks
>
>         I am trying to write a Scrip to autoreply to only the actor of
>         a transaction. When a ticket is closed and someone tries to
>         correspond, I want to autoreply with a message advising that
>         further correspondence is not possible. I am currently using
>         Autoreply to Requestors and CCs, but this sends the
>         notification to everyone. Now I have put custom conditions in
>         my other scrips to not relay the correspodnence on a closed
>         ticket, so other requestors are getting the "bounce" message
>         and won't know where it's from.
>
>         I don't believe this is related to the global NotifyActor
>         setting which has been discussed several times on this list.
>
>         I think the problem here is that I know how to write a custom
>         condition, but I have no idea how to write a custom action
>         which sends an email. If I could find an example of a custom
>         action that replies to ticket requestors, I could probably
>         modify it to send to transaction actor instead, but I can't
>         find such an example.
>
>         Thanks in advance for any tips.
>
>         Richard
>
>         --
>         Richard Brady
>         T: +44 (0)7771 623 348
>         E: rnbrady at gmail.com <mailto:rnbrady at gmail.com>
>         <mailto:rnbrady at gmail.com <mailto:rnbrady at gmail.com>>
>
>


From rnbrady at gmail.com  Wed Jun 24 08:13:30 2009
From: rnbrady at gmail.com (Richard Brady)
Date: Wed, 24 Jun 2009 13:13:30 +0100
Subject: [rt-users] Autoreply to Actor only
In-Reply-To: <4A42147A.8030904@vialtus.com>
References: <4d6de31b0906240408x7cf9eb71v79c014847f7d2f62@mail.gmail.com>
	<4A420EC2.3020108@vialtus.com>
	<4d6de31b0906240446q89c2ad7qc69c38604441ad8c@mail.gmail.com>
	<4A42147A.8030904@vialtus.com>
Message-ID: <4d6de31b0906240513l3c481191s7298e251a00889e5@mail.gmail.com>

No, you are spot on.

When an email is sent, their is something called the message envelope, which
is distinct from the message header. The envelope determines who the message
is delivered to, whereas the header determines what is displayed in their
email program.

Your method involved specifying recipients at the tope of an RT template,
which as far as I know will only result in the headers being modified. That
will affect what people see in their email programs, but not who the email
is actually sent to.

However, for all I know RT could be populating the envelope recipients from
the header recipients specified in the template.

Oh well, no harm in trying :)


2009/6/24 Raed El-Hames <rfh at vialtus.com>

> No sure I know what you mean, yes it will exclude other recipients but I
> thought this is what you want:
> " I am trying to write a Scrip to autoreply to only the actor of a
> transaction."
>
> Did I miss the point??
>
> Roy
>
> Richard Brady wrote:
>
>> Thanks for the reply.
>>
>> Surely that won't result in the message envelope being changed to exclude
>> the other recipients?
>>
>>
>> 2009/6/24 Raed El-Hames <rfh at vialtus.com <mailto:rfh at vialtus.com>>
>>
>>
>>    I do this via the templates, create a new template and at the top
>>    of the template add:
>>
>>    To: {$Transaction->CreatorObj->EmailAddress}
>>    Subject:{$Ticket->Subject}
>>    RT-Attach-Message: Yes
>>
>>    Your template text etc
>>
>>    In the scrip make your
>>    Action: Notify Other Recipients
>>    Template: Your new template
>>
>>    Regards;
>>
>>    Roy
>>
>>    Richard Brady wrote:
>>
>>        Hi folks
>>
>>        I am trying to write a Scrip to autoreply to only the actor of
>>        a transaction. When a ticket is closed and someone tries to
>>        correspond, I want to autoreply with a message advising that
>>        further correspondence is not possible. I am currently using
>>        Autoreply to Requestors and CCs, but this sends the
>>        notification to everyone. Now I have put custom conditions in
>>        my other scrips to not relay the correspodnence on a closed
>>        ticket, so other requestors are getting the "bounce" message
>>        and won't know where it's from.
>>
>>        I don't believe this is related to the global NotifyActor
>>        setting which has been discussed several times on this list.
>>
>>        I think the problem here is that I know how to write a custom
>>        condition, but I have no idea how to write a custom action
>>        which sends an email. If I could find an example of a custom
>>        action that replies to ticket requestors, I could probably
>>        modify it to send to transaction actor instead, but I can't
>>        find such an example.
>>
>>        Thanks in advance for any tips.
>>
>>        Richard
>>
>>        --
>>        Richard Brady
>>        T: +44 (0)7771 623 348
>>        E: rnbrady at gmail.com <mailto:rnbrady at gmail.com>
>>        <mailto:rnbrady at gmail.com <mailto:rnbrady at gmail.com>>
>>
>>
>>
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From rnbrady at gmail.com  Wed Jun 24 08:34:18 2009
From: rnbrady at gmail.com (Richard Brady)
Date: Wed, 24 Jun 2009 13:34:18 +0100
Subject: [rt-users] Autoreply to Actor only
In-Reply-To: <4d6de31b0906240513l3c481191s7298e251a00889e5@mail.gmail.com>
References: <4d6de31b0906240408x7cf9eb71v79c014847f7d2f62@mail.gmail.com>
	<4A420EC2.3020108@vialtus.com>
	<4d6de31b0906240446q89c2ad7qc69c38604441ad8c@mail.gmail.com>
	<4A42147A.8030904@vialtus.com>
	<4d6de31b0906240513l3c481191s7298e251a00889e5@mail.gmail.com>
Message-ID: <4d6de31b0906240534o28773e22x5f1c7fb68bf5dfd9@mail.gmail.com>

Raed

Well, a quick test has revealed that you are right.

RT will will overwrite the envelope with any headers specified in the
template.

This has done exactly what I needed, THANK YOU!

Richard


2009/6/24 Richard Brady <rnbrady at gmail.com>

> No, you are spot on.
>
> When an email is sent, their is something called the message envelope,
> which is distinct from the message header. The envelope determines who the
> message is delivered to, whereas the header determines what is displayed in
> their email program.
>
> Your method involved specifying recipients at the tope of an RT template,
> which as far as I know will only result in the headers being modified. That
> will affect what people see in their email programs, but not who the email
> is actually sent to.
>
> However, for all I know RT could be populating the envelope recipients from
> the header recipients specified in the template.
>
> Oh well, no harm in trying :)
>
>
>
> 2009/6/24 Raed El-Hames <rfh at vialtus.com>
>
>> No sure I know what you mean, yes it will exclude other recipients but I
>> thought this is what you want:
>> " I am trying to write a Scrip to autoreply to only the actor of a
>> transaction."
>>
>> Did I miss the point??
>>
>> Roy
>>
>> Richard Brady wrote:
>>
>>> Thanks for the reply.
>>>
>>> Surely that won't result in the message envelope being changed to exclude
>>> the other recipients?
>>>
>>>
>>> 2009/6/24 Raed El-Hames <rfh at vialtus.com <mailto:rfh at vialtus.com>>
>>>
>>>
>>>    I do this via the templates, create a new template and at the top
>>>    of the template add:
>>>
>>>    To: {$Transaction->CreatorObj->EmailAddress}
>>>    Subject:{$Ticket->Subject}
>>>    RT-Attach-Message: Yes
>>>
>>>    Your template text etc
>>>
>>>    In the scrip make your
>>>    Action: Notify Other Recipients
>>>    Template: Your new template
>>>
>>>    Regards;
>>>
>>>    Roy
>>>
>>>    Richard Brady wrote:
>>>
>>>        Hi folks
>>>
>>>        I am trying to write a Scrip to autoreply to only the actor of
>>>        a transaction. When a ticket is closed and someone tries to
>>>        correspond, I want to autoreply with a message advising that
>>>        further correspondence is not possible. I am currently using
>>>        Autoreply to Requestors and CCs, but this sends the
>>>        notification to everyone. Now I have put custom conditions in
>>>        my other scrips to not relay the correspodnence on a closed
>>>        ticket, so other requestors are getting the "bounce" message
>>>        and won't know where it's from.
>>>
>>>        I don't believe this is related to the global NotifyActor
>>>        setting which has been discussed several times on this list.
>>>
>>>        I think the problem here is that I know how to write a custom
>>>        condition, but I have no idea how to write a custom action
>>>        which sends an email. If I could find an example of a custom
>>>        action that replies to ticket requestors, I could probably
>>>        modify it to send to transaction actor instead, but I can't
>>>        find such an example.
>>>
>>>        Thanks in advance for any tips.
>>>
>>>        Richard
>>>
>>>        --
>>>        Richard Brady
>>>        T: +44 (0)7771 623 348
>>>        E: rnbrady at gmail.com <mailto:rnbrady at gmail.com>
>>>        <mailto:rnbrady at gmail.com <mailto:rnbrady at gmail.com>>
>>>
>>>
>>>
>
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From rfh at vialtus.com  Wed Jun 24 08:41:52 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 24 Jun 2009 13:41:52 +0100
Subject: [rt-users] Autoreply to Actor only
In-Reply-To: <4d6de31b0906240534o28773e22x5f1c7fb68bf5dfd9@mail.gmail.com>
References: <4d6de31b0906240408x7cf9eb71v79c014847f7d2f62@mail.gmail.com>	<4A420EC2.3020108@vialtus.com>	<4d6de31b0906240446q89c2ad7qc69c38604441ad8c@mail.gmail.com>	<4A42147A.8030904@vialtus.com>	<4d6de31b0906240513l3c481191s7298e251a00889e5@mail.gmail.com>
	<4d6de31b0906240534o28773e22x5f1c7fb68bf5dfd9@mail.gmail.com>
Message-ID: <4A421F10.3060605@vialtus.com>

Yes I thought as much I been using this method for a couple of years :?)
probably a good read is lib/RT/Action/SendEmail.pm

Take care

Roy

Richard Brady wrote:
> Raed
>
> Well, a quick test has revealed that you are right.
>
> RT will will overwrite the envelope with any headers specified in the 
> template.
>
> This has done exactly what I needed, THANK YOU!
>
> Richard
>
>
> 2009/6/24 Richard Brady <rnbrady at gmail.com <mailto:rnbrady at gmail.com>>
>
>     No, you are spot on.
>
>     When an email is sent, their is something called the message
>     envelope, which is distinct from the message header. The envelope
>     determines who the message is delivered to, whereas the header
>     determines what is displayed in their email program.
>
>     Your method involved specifying recipients at the tope of an RT
>     template, which as far as I know will only result in the headers
>     being modified. That will affect what people see in their email
>     programs, but not who the email is actually sent to.
>
>     However, for all I know RT could be populating the envelope
>     recipients from the header recipients specified in the template.
>
>     Oh well, no harm in trying :)
>
>
>
>     2009/6/24 Raed El-Hames <rfh at vialtus.com <mailto:rfh at vialtus.com>>
>
>         No sure I know what you mean, yes it will exclude other
>         recipients but I thought this is what you want:
>
>         " I am trying to write a Scrip to autoreply to only the actor
>         of a transaction."
>
>         Did I miss the point??
>
>         Roy
>
>         Richard Brady wrote:
>
>             Thanks for the reply.
>
>             Surely that won't result in the message envelope being
>             changed to exclude the other recipients?
>
>
>             2009/6/24 Raed El-Hames <rfh at vialtus.com
>             <mailto:rfh at vialtus.com> <mailto:rfh at vialtus.com
>             <mailto:rfh at vialtus.com>>>
>
>
>                I do this via the templates, create a new template and
>             at the top
>                of the template add:
>
>                To: {$Transaction->CreatorObj->EmailAddress}
>                Subject:{$Ticket->Subject}
>                RT-Attach-Message: Yes
>
>                Your template text etc
>
>                In the scrip make your
>                Action: Notify Other Recipients
>                Template: Your new template
>
>                Regards;
>
>                Roy
>
>                Richard Brady wrote:
>
>                    Hi folks
>
>                    I am trying to write a Scrip to autoreply to only
>             the actor of
>                    a transaction. When a ticket is closed and someone
>             tries to
>                    correspond, I want to autoreply with a message
>             advising that
>                    further correspondence is not possible. I am
>             currently using
>                    Autoreply to Requestors and CCs, but this sends the
>                    notification to everyone. Now I have put custom
>             conditions in
>                    my other scrips to not relay the correspodnence on
>             a closed
>                    ticket, so other requestors are getting the
>             "bounce" message
>                    and won't know where it's from.
>
>                    I don't believe this is related to the global
>             NotifyActor
>                    setting which has been discussed several times on
>             this list.
>
>                    I think the problem here is that I know how to
>             write a custom
>                    condition, but I have no idea how to write a custom
>             action
>                    which sends an email. If I could find an example of
>             a custom
>                    action that replies to ticket requestors, I could
>             probably
>                    modify it to send to transaction actor instead, but
>             I can't
>                    find such an example.
>
>                    Thanks in advance for any tips.
>
>                    Richard
>
>                    --
>                    Richard Brady
>                    T: +44 (0)7771 623 348
>                    E: rnbrady at gmail.com <mailto:rnbrady at gmail.com>
>             <mailto:rnbrady at gmail.com <mailto:rnbrady at gmail.com>>
>                    <mailto:rnbrady at gmail.com
>             <mailto:rnbrady at gmail.com> <mailto:rnbrady at gmail.com
>             <mailto:rnbrady at gmail.com>>>
>
>
>
>


From ktm at rice.edu  Wed Jun 24 08:42:12 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 24 Jun 2009 07:42:12 -0500
Subject: [rt-users] RT Memory Leaks Problem
In-Reply-To: <4A41F969.5050203@elitecore.com>
References: <4A41F969.5050203@elitecore.com>
Message-ID: <20090624124212.GL13546@it.is.rice.edu>

On Wed, Jun 24, 2009 at 03:31:13PM +0530, Varun Vyas wrote:
> Hello All
> 
> I have 8gigs RAM on my machine with RT 3.6.3 installed and we have intel 
> processor. I  have RHEL3 installed  with kernel version  2.6.9-5. And my 
> problem is that as each day passes our memory in RAM gets exhausted and 
> by the end of 3rd day it starts using swap memory and we have to restart 
> my apache so that i can stable my memory usage. I m pretty sure its 
> memory leak problem . But i m not able to find out by what reason this 
> memory leaks are occuring and its not letting it to remain stable
> 
> Can any can suggest me help in this. Any help is appreciated
> 
> -- 
> Thanks & Regards
> Varun Vyas
> Software Engineer - Automation
> 

In the interim, you could schedule a "graceful" restart of apache
every day with cron:

# Restart apache daily to clear process bloat.
5 5 * * * APACHE_PIDFILE=/var/run/httpd.pid APACHE_CONFIG=/etc/httpd.conf /usr/sbin/apachectl graceful >/dev/null 2>&1

This should keep everything in check. I hope that this helps.

Regards,
Ken


From Agnislav.Onufrijchuk at portaone.com  Wed Jun 24 09:34:39 2009
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Wed, 24 Jun 2009 16:34:39 +0300
Subject: [rt-users] RT Memory Leaks Problem
In-Reply-To: <20090624124212.GL13546@it.is.rice.edu>
References: <4A41F969.5050203@elitecore.com>
	<20090624124212.GL13546@it.is.rice.edu>
Message-ID: <4A422B6F.8050006@portaone.com>

Kenneth Marshall wrote:
> 
> In the interim, you could schedule a "graceful" restart of apache
> every day with cron:
> 
> # Restart apache daily to clear process bloat.
> 5 5 * * * APACHE_PIDFILE=/var/run/httpd.pid APACHE_CONFIG=/etc/httpd.conf /usr/sbin/apachectl graceful >/dev/null 2>&1
> 
> This should keep everything in check. I hope that this helps.
> 
I have the same problem with rt 3.4.4 and have to restart apache periodically. 
Graceful restart doesn't help me, it's needed to make full restart:

 > apachectl restart

-- 
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 Agnislav.Onufrijchuk at portaone.com  Wed Jun 24 09:42:52 2009
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Wed, 24 Jun 2009 16:42:52 +0300
Subject: [rt-users] Difference between a CC and a Requestor
In-Reply-To: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>
References: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>
Message-ID: <4A422D5C.4000900@portaone.com>

Richard Brady wrote:
> 
> I am struggling to understand the difference between a CC and a 
> Requestor? When adding extra people to a ticket, it's not clear whether 
> they should be added as one or the other.
> 
> Any clarification would  be much appreciated. (I have looked for 
> documentation on this but have not found much).
> 
Requester can see his tickets via SelfService page.

-- 
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 rnbrady at gmail.com  Wed Jun 24 09:59:47 2009
From: rnbrady at gmail.com (Richard Brady)
Date: Wed, 24 Jun 2009 14:59:47 +0100
Subject: [rt-users] Difference between a CC and a Requestor
In-Reply-To: <4A422D5C.4000900@portaone.com>
References: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>
	<4A422D5C.4000900@portaone.com>
Message-ID: <4d6de31b0906240659j66b11025maec15b35f98cb4e3@mail.gmail.com>

Thanks you all for those answers.

2009/6/24 Agnislav Onufrijchuk <Agnislav.Onufrijchuk at portaone.com>

> Richard Brady wrote:
>
>>
>> I am struggling to understand the difference between a CC and a Requestor?
>> When adding extra people to a ticket, it's not clear whether they should be
>> added as one or the other.
>>
>> Any clarification would  be much appreciated. (I have looked for
>> documentation on this but have not found much).
>>
>>  Requester can see his tickets via SelfService page.
>
> --
> 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
>
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From jesse at bestpractical.com  Wed Jun 24 10:32:46 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 24 Jun 2009 10:32:46 -0400
Subject: [rt-users] Customize spreadsheet output?
In-Reply-To: <000901c9f4ba$47776070$d6662150$@com>
References: <000901c9f4ba$47776070$d6662150$@com>
Message-ID: <20090624143246.GH9215@bestpractical.com>




On Wed, Jun 24, 2009 at 12:55:25PM +0200, sme at i-tracing.com wrote:
> 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 ?
> 
http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/ is worth
trying

>  
> 
> 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 cderr at simons-rock.edu  Wed Jun 24 12:00:59 2009
From: cderr at simons-rock.edu (charlie derr)
Date: Wed, 24 Jun 2009 12:00:59 -0400
Subject: [rt-users] bulk load into Asset Tracker possible?
Message-ID: <4A424DBB.7060203@simons-rock.edu>

Greetings,
     Before we dive into the RT-APIs at a low level to try to figure out how to load our several hundred rows of excel data semi 
automatically into our RT Asset Tracker instance, I just thought it worth asking if anyone else has solved this problem (or 
started to?) and might be willing to share code or ideas on how best to proceed.  We've got a bunch of custom fields (and 
obviously some basic fields) that we'll want to populate.  And it may be that we have a small enough data set that doing it 
manually through the web interface ends up being a more efficient use of time and resources, but it sure seems worth asking.

       thanks so much in advance for any hints or advice,
            ~c


From cderr at simons-rock.edu  Wed Jun 24 11:56:26 2009
From: cderr at simons-rock.edu (charlie derr)
Date: Wed, 24 Jun 2009 11:56:26 -0400
Subject: [rt-users] Asset Tracker
In-Reply-To: <35ccbd010906041305p79e2930cj8ab47895622b143c@mail.gmail.com>
References: <35ccbd010906041305p79e2930cj8ab47895622b143c@mail.gmail.com>
Message-ID: <4A424CAA.80906@simons-rock.edu>

Stephen Cochran wrote:
> 
> I was just looking at the Asset Tracker package and reading through the 
> threads in the archives.
> 
> Does anyone have any screenshots on what it looks like in 3.8.x?
> 

Yeah, but I'm terrible with graphics, so hopefully someone else has provided for you by now?  If not, just hit me with a personal 
email and I'll get something to you.


> Second question is what is the DB structure for the assets, specifically 
> what fields available?

It's pretty amazingly customizable.  There's a bunch of standard boilerplate stuff (that all seems pretty well-thought out) but 
the real power is that you can add whatever you want and granularly control which attributes get assigned to which asset types 
pretty easily (and robustly) through the web interface once you get the hang of it.

My only (small) criticism of the boilerplate stuff is that the model for not allowing a MAC address to be entered without an IP 
was frustrating for our use case (all are inventory is not always deployed and we'd still like to be able to store the MAC 
address(es) without having to create a "dummy" IP), so I simply created my own (optional) fields for MAC addresses and we instead 
use that attribute (instead of the already available one).


> 
> Steve
> 
> 


    good luck, and sorry for the delay in my reply,
         ~c



From jpierce at cambridgeenergyalliance.org  Wed Jun 24 12:31:05 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 24 Jun 2009 12:31:05 -0400
Subject: [rt-users] bulk load into Asset Tracker possible?
In-Reply-To: <4A424DBB.7060203@simons-rock.edu>
References: <4A424DBB.7060203@simons-rock.edu>
Message-ID: <be7163f0906240931q49c0dec3v9daf6cc94638014e@mail.gmail.com>

You might be able to tweak Offline Editor to operate on AT objects
rather than Tickets without too much difficulty?


From timothy.arnold at uksolutions.co.uk  Wed Jun 24 12:32:30 2009
From: timothy.arnold at uksolutions.co.uk (Timothy Arnold)
Date: Wed, 24 Jun 2009 17:32:30 +0100
Subject: [rt-users] rt-shredder - quicker method?
Message-ID: <F547661C26C5364D9FA0C481D395CCCE10689691FB@apps-1.uks.local>

Hi All,

I've got an RT system (3.8) with a database 50G, and around 500k of tickets. I'm using rt-shredder to delete tickets older than 2 years, and it's taken about 2 days to delete around 20k. I estimate it will take around 30 days to complete.

Is there any way to speed up the process? I toyed with the idea of deleting the tickets manually and using rt-validator to correct the database but I feel this might be a step too far...?

Thanks
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 kellermg at potsdam.edu  Wed Jun 24 13:02:31 2009
From: kellermg at potsdam.edu (Matthew Keller)
Date: 24 Jun 2009 13:02:31 -0400
Subject: [rt-users] bulk load into Asset Tracker possible?
In-Reply-To: <4A424DBB.7060203@simons-rock.edu>
References: <4A424DBB.7060203@simons-rock.edu>
Message-ID: <1245862951.11849.27.camel@mlap>

On Wed, 2009-06-24 at 12:00 -0400, charlie derr wrote:
> Greetings,
>      Before we dive into the RT-APIs at a low level to try to figure out how to load our several hundred rows of excel data semi 
> automatically into our RT Asset Tracker instance, I just thought it worth asking if anyone else has solved this problem (or 
> started to?) and might be willing to share code or ideas on how best to proceed.  We've got a bunch of custom fields (and 
> obviously some basic fields) that we'll want to populate.  And it may be that we have a small enough data set that doing it 
> manually through the web interface ends up being a more efficient use of time and resources, but it sure seems worth asking.

Below is a script I wrote that bulk adds data from tab-separated data
into AT, using custom fields we have designed. 

#!/usr/bin/perl


use lib qw(/opt/rt3/local/lib /opt/rt3/lib);

use RT;
use RTx::AssetTracker::Asset;
RT::LoadConfig();
RT::Init();

use strict;


#### MAIN ########################


	my $BFILE="/opt/rt3/wslist";


	open(BF,"<$BFILE") or die "$!\n";
	
	my $ass = RTx::AssetTracker::Asset->new(RT->SystemUser);
	
	while(<BF>) {
		chomp;
		my @lineparts=split(/\t/);
		my $sysname=$lineparts[4];
		$sysname =~ s/\W.*$//; # Strip from non-word to eol
		$sysname .= $lineparts[5] . "-" . $lineparts[0];
		
		my ($id, undef, undef) = $ass->Create(Type => 'Workstations', 
							Name => "$sysname",
							Status => 'production',
							'CustomField-7' => "$lineparts[0]", # Decal
							'CustomField-3' => "$lineparts[1]", # Make
							'CustomField-4' => "$lineparts[2]", # Model
							'CustomField-8' => "$lineparts[3]", # Serial
							'CustomField-59' => "$lineparts[4]", # Building
							'CustomField-60' => "$lineparts[5]", # Room
							'CustomField-62' => "$lineparts[6]", # MAC address
							);
		print "$sysname created with id $id\n";
	}




From ruslan.zakirov at gmail.com  Wed Jun 24 13:12:19 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 24 Jun 2009 21:12:19 +0400
Subject: [rt-users] rt-shredder - quicker method?
In-Reply-To: <F547661C26C5364D9FA0C481D395CCCE10689691FB@apps-1.uks.local>
References: <F547661C26C5364D9FA0C481D395CCCE10689691FB@apps-1.uks.local>
Message-ID: <589c94400906241012r2762dcb8te24f570aeb726097@mail.gmail.com>

Hello,

In additon to indexes described in shredder documentation people
suggested index on Via column in CachedGroupMembers table and said
that it improves performance amazingly.

On Wed, Jun 24, 2009 at 8:32 PM, Timothy
Arnold<timothy.arnold at uksolutions.co.uk> wrote:
> Hi All,
>
> I've got an RT system (3.8) with a database 50G, and around 500k of tickets. I'm using rt-shredder to delete tickets older than 2 years, and it's taken about 2 days to delete around 20k. I estimate it will take around 30 days to complete.
>
> Is there any way to speed up the process? I toyed with the idea of deleting the tickets manually and using rt-validator to correct the database but I feel this might be a step too far...?
>
> Thanks
> Tim
>
>
> Timothy Arnold
> Senior Engineer, Operations (Network, Security & Facilities Group), UKSolutions

-- 
Best regards, Ruslan.


From jboris at adphila.org  Wed Jun 24 13:43:22 2009
From: jboris at adphila.org (John  BORIS)
Date: Wed, 24 Jun 2009 13:43:22 -0400
Subject: [rt-users] bulk load into Asset Tracker possible?
In-Reply-To: <4A424DBB.7060203@simons-rock.edu>
References: <4A424DBB.7060203@simons-rock.edu>
Message-ID: <4A422D7A.2594.002B.0@adphila.org>

There was a perl script on the old wiki but it isn't on the latest wiki
page. I have it on my system and have used it once without any problems.
It needs tweaking. I didn't want to send it out unless I have the link
to where you can see who wrote it and the caveats. I have it named as
massloadat.pl.  So far all of my searching didn't return anything. 

This link takes you to the discussion back in 2006 on this topic.

http://www.gossamer-threads.com/lists/rt/users/59960?search_string=asset%20tracker%20bulk;#59960

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> charlie derr <cderr at simons-rock.edu> 6/24/2009 12:00 PM >>>
Greetings,
     Before we dive into the RT-APIs at a low level to try to figure
out how to load our several hundred rows of excel data semi 
automatically into our RT Asset Tracker instance, I just thought it
worth asking if anyone else has solved this problem (or 
started to?) and might be willing to share code or ideas on how best to
proceed.  We've got a bunch of custom fields (and 
obviously some basic fields) that we'll want to populate.  And it may
be that we have a small enough data set that doing it 
manually through the web interface ends up being a more efficient use
of time and resources, but it sure seems worth asking.

       thanks so much in advance for any hints or advice,
            ~c
_______________________________________________
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Community help: http://wiki.bestpractical.com 
Commercial support: sales at bestpractical.com 


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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From falcone at bestpractical.com  Wed Jun 24 14:18:16 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 24 Jun 2009 14:18:16 -0400
Subject: [rt-users] [Rt-devel] Patch for RT-Extension-ResetPassword
In-Reply-To: <cd837a7f0906240652h26a64718ye682ff2806eb530c@mail.gmail.com>
References: <cd837a7f0906230824i7399aecegd419bb1690f82231@mail.gmail.com>
	<89D6BD06-AF1B-492D-894B-76FE8A2973DB@bestpractical.com>
	<cd837a7f0906240652h26a64718ye682ff2806eb530c@mail.gmail.com>
Message-ID: <B8B8D6D2-A477-4A70-9381-7553E22E0111@bestpractical.com>


On Jun 24, 2009, at 9:52 AM, Jason Fenner wrote:

> I have created a new patch with using $RT::WebPath and not  
> interpolated within a quoted string.

I've applied this and I'll ship a version 0.03 to CPAN

-kevin


From Dominic.Lepiane at ptgrey.com  Wed Jun 24 17:57:58 2009
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Wed, 24 Jun 2009 14:57:58 -0700
Subject: [rt-users] Filtering watcher emails
Message-ID: <4A42A166.7050002@ptgrey.com>

Dear RT Users,

We've got RT 3.8.3 and we're wondering if it is possible to
differentiate between emails received as a queue watcher versus emails
received as a ticket owner.   Right now, there's nothing I can see in
the email headers (or message) that I can filter on.

Does anyone have any suggestions?

Thanks in advance,

-- 
Dominic Lepiane
Network Administrator
Point Grey Research

"You've got to take the bitter with the sour."
 - Samuel Goldwyn


From gagel at cnc.bc.ca  Wed Jun 24 17:58:44 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Wed, 24 Jun 2009 14:58:44 -0700
Subject: [rt-users] Getting "Can't locate object method "host" via package
	"URI::_generic" at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 190"
Message-ID: <4a42a194.75c.fc8.5579@cnc.bc.ca>

Please help! I've broken something and I'm not sure what.

I'm pretty sure it has something to do with my RT_SiteConfig.pm file, I had made some changes so that links in the tickets were showing up correctly. They were only showing up as http://localhost:80/ etc. Now they are showing up correctly.

Anyway's the error only shows up when creating a new ticket. The ticket is created and everything seems to work correctly but the only thing updated in the browser is:
Can't locate object method "host" via package "URI::_generic" at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 190

I have to go back to a previous change and then click home to continue.


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


 
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From raanders at cyber-office.net  Wed Jun 24 20:01:31 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Wed, 24 Jun 2009 17:01:31 -0700
Subject: [rt-users] RT 3.8.4 and mailgate
Message-ID: <4A42BE5B.6070703@cyber-office.net>

I'm out of ideas.

What is causing this error?

client denied by server
configuration: /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway

CentOS 5 Linux-Vserver guest and Postfix.

The Postfix logs seen to indicate I have the alias correct.

support: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond 
--url http://rt.example.com"

But this is the maillog entry.

Jun 24 16:47:00 rt postfix/local[9539]: 60DBF652812B: 
to=<support at rt.example.com>, relay=local, delay=0.49, 
delays=0.06/0.01/0/0.43, dsn=4.3.0, status=deferred (temporary failure. 
Command output: An Error Occurred =================  403 Forbidden )

And as another test I tried:

echo "Test" | /opt/rt3/bin/rt-mailgate --queue General --action 
correspond --url http://rt.example.com --debug

I get this back.

/opt/rt3/bin/rt-mailgate: temp file is '/tmp/dNJ05vX5JN'
/opt/rt3/bin/rt-mailgate: connecting to 
http://rt.example.com/REST/1.0/NoAuth/mail-gateway
An Error Occurred
=================
403 Forbidden

Ideas, pointers, clue-sticks?


TIA,
Rod
-- 


From raanders at cyber-office.net  Wed Jun 24 20:21:48 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Wed, 24 Jun 2009 17:21:48 -0700
Subject: [rt-users] RT 3.8.4 and mailgate
In-Reply-To: <alpine.BSO.2.00.0906241707130.16786@eacs-pth.engr.ucdavis.edu>
References: <4A42BE5B.6070703@cyber-office.net>
	<alpine.BSO.2.00.0906241707130.16786@eacs-pth.engr.ucdavis.edu>
Message-ID: <4A42C31C.70105@cyber-office.net>

Paul Hirose wrote:
>> client denied by server configuration:
>> /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway The Postfix logs
>> seen to indicate I have the alias correct. support:
>> "|/opt/rt3/bin/rt-mailgate --queue General --action correspond 
>> --url http://rt.example.com"
> 
> If the webserver and the mailserver are the same, you may want to
> change the --url to localhost.

I'll try localhost if the below suggestions don't work.

> 
> Check your Apache httpd.conf file.  And make sure you have 
> <LocationMatch "/NoAuth"> Satisfy Any Allow from all </LocationMatch>
> 
I think I see now.  I used the stanza from the documentation.

> in the right section.  You might not need to do Allow from *all* I 
> suppose, and could narrow that down.

I'll probably lock it down to 127.0.0.1 or localhost.


Thanks,
Rod
-- 
> You can check manually by telnet'ing and going a GET /NoAuth/ from
> your host to the webserver's port 80.
> 
> I'm still on RT-3.8.3 and use Sendmail rather than Postfix, so things
>  might be a tad different in your particular setup.
> 
> 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 varun.vyas at elitecore.com  Thu Jun 25 01:49:41 2009
From: varun.vyas at elitecore.com (Varun Vyas)
Date: Thu, 25 Jun 2009 11:19:41 +0530
Subject: [rt-users] RT Cookie Issue
Message-ID: <4A430FF5.8020008@elitecore.com>

Hello All

 From past two days i m facing one weird problem. I have RT 3.6.3. And 
whenever i logs in it allows me to log in but whenever i tried to move 
to other page then it redirects me to login page. Then i again have to 
type username password and then it takes me to page. And same thing 
continues whenver i try to transit to another page. We dnt have done any 
upgrade but we have deleted all files in *rt3/var/obj*. As we have 
problem that html changes which we made was not reflected on site. So we 
try to clear session and cache and objects so that we can have  an 
updated session and objects file which gives us our html changes

Any help is highly appreciated.

-- 
Thanks & Regards
Varun Vyas
Software Engineer - Automation




From varun.vyas at elitecore.com  Thu Jun 25 04:01:32 2009
From: varun.vyas at elitecore.com (VRaiden)
Date: Thu, 25 Jun 2009 01:01:32 -0700 (PDT)
Subject: [rt-users] RT Memory Leaks Problem
In-Reply-To: <4A422B6F.8050006@portaone.com>
References: <4A41F969.5050203@elitecore.com>
	<20090624124212.GL13546@it.is.rice.edu>
	<4A422B6F.8050006@portaone.com>
Message-ID: <24198773.post@talk.nabble.com>


Well i m in india and i m in no way can meet you guys in U.S. but i want help
from your side on this issue. Its driving me crazy now and i have got no
help or assistance till now regarding this issue.

Agnislav Onufrijchuk wrote:
> 
> Kenneth Marshall wrote:
>> 
>> In the interim, you could schedule a "graceful" restart of apache
>> every day with cron:
>> 
>> # Restart apache daily to clear process bloat.
>> 5 5 * * * APACHE_PIDFILE=/var/run/httpd.pid APACHE_CONFIG=/etc/httpd.conf
>> /usr/sbin/apachectl graceful >/dev/null 2>&1
>> 
>> This should keep everything in check. I hope that this helps.
>> 
> I have the same problem with rt 3.4.4 and have to restart apache
> periodically. 
> Graceful restart doesn't help me, it's needed to make full restart:
> 
>  > apachectl restart
> 
> -- 
> 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
> 
> 

-- 
View this message in context: http://www.nabble.com/RT-Memory-Leaks-Problem-tp24181874p24198773.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruslan.zakirov at gmail.com  Thu Jun 25 08:01:56 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 25 Jun 2009 16:01:56 +0400
Subject: [rt-users] RT Memory Leaks Problem
In-Reply-To: <4A41F969.5050203@elitecore.com>
References: <4A41F969.5050203@elitecore.com>
Message-ID: <589c94400906250501n273e881bsb821fe35a263a755@mail.gmail.com>

On Wed, Jun 24, 2009 at 2:01 PM, Varun Vyas<varun.vyas at elitecore.com> wrote:
> Hello All
>
> I have 8gigs RAM on my machine with RT 3.6.3 installed and we have intel
> processor. I ?have RHEL3 installed ?with kernel version ?2.6.9-5. And my
> problem is that as each day passes our memory in RAM gets exhausted and
> by the end of 3rd day it starts using swap memory and we have to restart
> my apache so that i can stable my memory usage. I m pretty sure its
> memory leak problem . But i m not able to find out by what reason this
> memory leaks are occuring and its not letting it to remain stable
>
> Can any can suggest me help in this. Any help is appreciated

hint: 3.6.8, 3.8.4

> --
> Thanks & Regards
> Varun Vyas
> Software Engineer - Automation
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jordanov at brg.bg  Thu Jun 25 09:43:49 2009
From: jordanov at brg.bg (Boris Jordanov)
Date: Thu, 25 Jun 2009 16:43:49 +0300
Subject: [rt-users] User/Group rights to see group members and user details
Message-ID: <4A437F15.3070404@brg.bg>

After recovering from my root user being ... incapacitated :) I'm a bit 
lost. I want a group of RT users (support team to say) to be able to see 
group members (when the requestor belongs to a group) and requestor 
details (requestors for this queue are registered users with details 
about them entered - address, phones, ...) Which rights should I give to 
my support group ?!?

Thank You


Boris Jordanov


From jordanov at brg.bg  Thu Jun 25 09:25:06 2009
From: jordanov at brg.bg (Boris Jordanov)
Date: Thu, 25 Jun 2009 16:25:06 +0300
Subject: [rt-users] Help, root no more a SuperUser
Message-ID: <4A437AB2.3000701@brg.bg>

I'm in a trouble. While setting some user rights, it seems I've revoked 
the superuser right of mu root (UID 1) user. Can someone guide me how to 
fix this? A nice SQL statement to make my root superuser again?

Thank you in advance.

PS It's urgent :(


From raanders at cyber-office.net  Thu Jun 25 09:58:22 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Thu, 25 Jun 2009 06:58:22 -0700
Subject: [rt-users] RT 3.8.4 and mailgate
In-Reply-To: <4A42C31C.70105@cyber-office.net>
References: <4A42BE5B.6070703@cyber-office.net>	<alpine.BSO.2.00.0906241707130.16786@eacs-pth.engr.ucdavis.edu>
	<4A42C31C.70105@cyber-office.net>
Message-ID: <4A43827E.20702@cyber-office.net>

Roderick A. Anderson wrote:
> Paul Hirose wrote:

<snip />

>> Check your Apache httpd.conf file.  And make sure you have 
>> <LocationMatch "/NoAuth"> Satisfy Any Allow from all </LocationMatch>

Turns out I needed it it in conf.d/perl.conf inside the VirtualHost for RT.

> I think I see now.  I used the stanza from the documentation.
> 
>> in the right section.  You might not need to do Allow from *all* I 
>> suppose, and could narrow that down.

Now it is a DBD::Pg/SearchBuilder/duplicate-key issue.

I seem to remember seeing mention of this type of problem when using 
PostgreSQL and migrating/updating from the RT 2.x series.

That is now one of today's project!

Again thanks.


\\||/
Rod
-- 



From jordanov at brg.bg  Thu Jun 25 10:19:06 2009
From: jordanov at brg.bg (Boris Jordanov)
Date: Thu, 25 Jun 2009 17:19:06 +0300
Subject: [rt-users] SOLVED Help, root no more a SuperUser
In-Reply-To: <4A437AB2.3000701@brg.bg>
References: <4A437AB2.3000701@brg.bg>
Message-ID: <4A43875A.3060001@brg.bg>

Boris Jordanov ??????:
> I'm in a trouble. While setting some user rights, it seems I've revoked 
> the superuser right of mu root (UID 1) user. Can someone guide me how to 
> fix this? A nice SQL statement to make my root superuser again?
>
> y a copy at http://rtbook.bestpractical.com
>   
Found the solution in the wiki, sorry for the panic :)



From manohar.r at glowtouch.com  Thu Jun 25 09:54:19 2009
From: manohar.r at glowtouch.com (H Manohar rayker)
Date: Thu, 25 Jun 2009 19:24:19 +0530
Subject: [rt-users] Help, root no more a SuperUser
In-Reply-To: <4A437AB2.3000701@brg.bg>
References: <4A437AB2.3000701@brg.bg>
Message-ID: <44526A4699AF44FC9FBC78DF00E9B7E0@dgsys25>

Hi Boris,

Run the below command. This worked for me for the same situation. hope it
works for you as well.

perl -I /opt/rt3/lib -MRT -e' RT::LoadConfig(); RT::Init(); my $u =
RT::User->new($RT::Systemuser); $u->Load("root"); print
$u->PrincipalObj->GrantRight(Object => $RT::System, Right => "SuperUser");

Thanks
Manohar


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris
Jordanov
Sent: Thursday, June 25, 2009 6:55 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Help, root no more a SuperUser

I'm in a trouble. While setting some user rights, it seems I've revoked 
the superuser right of mu root (UID 1) user. Can someone guide me how to 
fix this? A nice SQL statement to make my root superuser again?

Thank you in advance.

PS It's urgent :(
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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



From anikolaev at ot.ru  Thu Jun 25 10:11:03 2009
From: anikolaev at ot.ru (=?UTF-8?B?0J3QuNC60L7Qu9Cw0LXQsiDQkNC70LXQutGB0LDQvdC00YA=?=)
Date: Thu, 25 Jun 2009 18:11:03 +0400
Subject: [rt-users] Help, root no more a SuperUser
In-Reply-To: <4A437AB2.3000701@brg.bg>
References: <4A437AB2.3000701@brg.bg>
Message-ID: <4A438577.3020305@ot.ru>

Boris Jordanov ?????:
> I'm in a trouble. While setting some user rights, it seems I've revoked 
> the superuser right of mu root (UID 1) user. Can someone guide me how to 
> fix this? A nice SQL statement to make my root superuser again?
>
> Thank you in advance.
>
> PS It's urgent :(
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   
correct me if i'm wrong - there's a record in Principals table for each 
user. u should use principal id for root.
so, first do a
select id from Users where Name LIKE 'root';

remember th id of root user

then

select id from Principals where Object id = [that number u remembered on 
previous step]

remember this number too

then, finally, do a

insert into ACL values (NULL, 'Group', [that number u remembered on 
previous step], 'SuperUser', 'RT::System', 1, 0, 0);

in my case both of id's were 12.
but, i performed lots of different upgrades. so 12 probably won't work.

good luck, and be careful :)

-- 
br, alex




From kfcrocker at lbl.gov  Thu Jun 25 11:14:19 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 25 Jun 2009 08:14:19 -0700
Subject: [rt-users] Filtering watcher emails
In-Reply-To: <4A42A166.7050002@ptgrey.com>
References: <4A42A166.7050002@ptgrey.com>
Message-ID: <4A43944B.6000508@lbl.gov>

Dominic,

There are two different Queue watchers, as you know; AdminCc and Cc. 
This allows you to create notification scrips for the two different 
groups of users in that capacity. There are also Requestors, where there 
can be more than 1 per ticket, and Owners, where there is ONLY 1 per 
ticket. These two roles can ALSO get notification scrips directed just 
for them (Notify Owner, Notify Requestors). All these destination 
options are available when creating a scrip under "Actions". You will 
see different roles and combination of roles you can select from for 
your notification scrip. Hope this helps.

Kenn
LBNL

On 6/24/2009 2:57 PM, Dominic Lepiane wrote:
> Dear RT Users,
>
> We've got RT 3.8.3 and we're wondering if it is possible to
> differentiate between emails received as a queue watcher versus emails
> received as a ticket owner.   Right now, there's nothing I can see in
> the email headers (or message) that I can filter on.
>
> Does anyone have any suggestions?
>
> Thanks in advance,
>
>   


From kfcrocker at lbl.gov  Thu Jun 25 11:17:37 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 25 Jun 2009 08:17:37 -0700
Subject: [rt-users] Getting "Can't locate object method "host" via
 package "URI::_generic" at /opt/rt3/bin/../lib/RT/Interface/Web.pm line
 190"
In-Reply-To: <4a42a194.75c.fc8.5579@cnc.bc.ca>
References: <4a42a194.75c.fc8.5579@cnc.bc.ca>
Message-ID: <4A439511.3050805@lbl.gov>

Kevin,

Without knowing what you changed, it will be difficult to help. Do you 
keep notes on your changes? DO you backup your old RT_SiteConfig.pm file 
(like copying it under a diff name)? When making changes, try making 
them one at a time and then testing for all possible results. That way, 
it is easier to debug what might have gone wrong.
Anyway, if you can specify what changes you made, help is possible.

Kenn
LBNL

On 6/24/2009 2:58 PM, Kevin Gagel wrote:
> Please help! I've broken something and I'm not sure what.
>
> I'm pretty sure it has something to do with my RT_SiteConfig.pm file, 
> I had made some changes so that links in the tickets were showing up 
> correctly. They were only showing up as http://localhost:80/ etc. Now 
> they are showing up correctly.
>
> Anyway's the error only shows up when creating a new ticket. The 
> ticket is created and everything seems to work correctly but the only 
> thing updated in the browser is:
> Can't locate object method "host" via package "URI::_generic" at 
> /opt/rt3/bin/../lib/RT/Interface/Web.pm line 190
>
> I have to go back to a previous change and then click home to continue.
>
>
> 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
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From kfcrocker at lbl.gov  Thu Jun 25 11:20:28 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 25 Jun 2009 08:20:28 -0700
Subject: [rt-users] RT Cookie Issue
In-Reply-To: <4A430FF5.8020008@elitecore.com>
References: <4A430FF5.8020008@elitecore.com>
Message-ID: <4A4395BC.1030002@lbl.gov>

Varun,

There are a couple possible causes for this. If you are on Oracle, then 
you need to override a setting in RT_SiteConfig.pm. If on MySQL, then 
you need to change the way a field in the Session Table is defined. 
Which do you have?

Kenn
LBNL

On 6/24/2009 10:49 PM, Varun Vyas wrote:
> Hello All
>
>  From past two days i m facing one weird problem. I have RT 3.6.3. And 
> whenever i logs in it allows me to log in but whenever i tried to move 
> to other page then it redirects me to login page. Then i again have to 
> type username password and then it takes me to page. And same thing 
> continues whenver i try to transit to another page. We dnt have done any 
> upgrade but we have deleted all files in *rt3/var/obj*. As we have 
> problem that html changes which we made was not reflected on site. So we 
> try to clear session and cache and objects so that we can have  an 
> updated session and objects file which gives us our html changes
>
> Any help is highly appreciated.
>
>   


From gagel at cnc.bc.ca  Thu Jun 25 11:21:44 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Thu, 25 Jun 2009 08:21:44 -0700
Subject: [rt-users] RT Cookie Issue
Message-ID: <4a439608.12d0.de4.4b2a@cnc.bc.ca>

Try this and let us know how your doing then.
http://wiki.bestpractical.com/view/CleanupSessions

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] RT Cookie Issue
From: Varun Vyas <varun.vyas at elitecore.com>
To: RT User List <rt-users at lists.bestpractical.com>
Date: 24/06/2009 10:46 PM

Hello All 
 
>From past two days i m facing one weird problem. I have RT 3.6.3. And whenever i logs in it allows me to log in but whenever i tried to move to other page then it redirects me to login page. Then i again have to type username password and then it takes me to page. And same thing continues whenver i try to transit to another page. We dnt have done any upgrade but we have deleted all files in *rt3/var/obj*. As we have problem that html changes which we made was not reflected on site. So we try to clear session and cache and objects so that we can have  an updated session and objects file which gives us our html changes 
 
Any help is highly appreciated. 
 
-- Thanks s Regards 
Varun Vyas 
Software Engineer - Automation 
 
 
_______________________________________________ 
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
 
Community help:http://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 

 


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From rfh at vialtus.com  Thu Jun 25 11:41:04 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 25 Jun 2009 16:41:04 +0100
Subject: [rt-users] Filtering watcher emails
In-Reply-To: <4A42A166.7050002@ptgrey.com>
References: <4A42A166.7050002@ptgrey.com>
Message-ID: <4A439A90.5000600@vialtus.com>

Dominic;

Your best option (as far as I know) is to create a new template for the 
owner related scrips and then modify the subject line to suggest its for 
the owner.

Regards;
Roy

Dominic Lepiane wrote:
> Dear RT Users,
>
> We've got RT 3.8.3 and we're wondering if it is possible to
> differentiate between emails received as a queue watcher versus emails
> received as a ticket owner.   Right now, there's nothing I can see in
> the email headers (or message) that I can filter on.
>
> Does anyone have any suggestions?
>
> Thanks in advance,
>
>   


From matthewi at wolfram.com  Thu Jun 25 11:45:18 2009
From: matthewi at wolfram.com (Matthew Isaacs)
Date: Thu, 25 Jun 2009 10:45:18 -0500
Subject: [rt-users] Filtering watcher emails
In-Reply-To: <4A439A90.5000600@vialtus.com>
References: <4A42A166.7050002@ptgrey.com> <4A439A90.5000600@vialtus.com>
Message-ID: <4A439B8E.1030407@wolfram.com>

There should be an RT-Owner header.  I use a procmail rule to grab 
messages with my ID in that header and deliver to a special folder.  The 
one issue with this is that change-owner notifications do not seem to 
have this header, so the filter doesn't catch those, but one could 
easily create another filter for this, I just haven't had the time.

Raed El-Hames wrote:
> Dominic;
>
> Your best option (as far as I know) is to create a new template for the 
> owner related scrips and then modify the subject line to suggest its for 
> the owner.
>
> Regards;
> Roy
>
> Dominic Lepiane wrote:
>   
>> Dear RT Users,
>>
>> We've got RT 3.8.3 and we're wondering if it is possible to
>> differentiate between emails received as a queue watcher versus emails
>> received as a ticket owner.   Right now, there's nothing I can see in
>> the email headers (or message) that I can filter on.
>>
>> Does anyone have any suggestions?
>>
>> Thanks in advance,
>>
>>   
>>     
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


-- 
Matthew Isaacs
Systems Engineer
Wolfram Research, Inc.
1-217-398-0700 x3311



From Dominic.Lepiane at ptgrey.com  Thu Jun 25 11:55:42 2009
From: Dominic.Lepiane at ptgrey.com (Dominic Lepiane)
Date: Thu, 25 Jun 2009 08:55:42 -0700
Subject: [rt-users] Filtering watcher emails
In-Reply-To: <4A439B8E.1030407@wolfram.com>
References: <4A42A166.7050002@ptgrey.com> <4A439A90.5000600@vialtus.com>
	<4A439B8E.1030407@wolfram.com>
Message-ID: <4A439DFE.3060900@ptgrey.com>

Do I have to add the RT-Owner header to a template?  I'm not seeing it
in my messages right now.

Thanks,
- Dominic


Matthew Isaacs wrote:
> There should be an RT-Owner header.  I use a procmail rule to grab 
> messages with my ID in that header and deliver to a special folder.  The 
> one issue with this is that change-owner notifications do not seem to 
> have this header, so the filter doesn't catch those, but one could 
> easily create another filter for this, I just haven't had the time.
>
> Raed El-Hames wrote:
>   
>> Dominic;
>>
>> Your best option (as far as I know) is to create a new template for the 
>> owner related scrips and then modify the subject line to suggest its for 
>> the owner.
>>
>> Regards;
>> Roy
>>
>> Dominic Lepiane wrote:
>>   
>>     
>>> Dear RT Users,
>>>
>>> We've got RT 3.8.3 and we're wondering if it is possible to
>>> differentiate between emails received as a queue watcher versus emails
>>> received as a ticket owner.   Right now, there's nothing I can see in
>>> the email headers (or message) that I can filter on.
>>>
>>> Does anyone have any suggestions?
>>>
>>> Thanks in advance,
>>>
>>>   
>>>     


From matthewi at wolfram.com  Thu Jun 25 12:06:46 2009
From: matthewi at wolfram.com (Matthew Isaacs)
Date: Thu, 25 Jun 2009 11:06:46 -0500
Subject: [rt-users] Filtering watcher emails
In-Reply-To: <4A439DFE.3060900@ptgrey.com>
References: <4A42A166.7050002@ptgrey.com> <4A439A90.5000600@vialtus.com>
	<4A439B8E.1030407@wolfram.com> <4A439DFE.3060900@ptgrey.com>
Message-ID: <4A43A096.5090909@wolfram.com>

Right, sorry.  I forgot that we added this by modifying the templates:

RT-Owner: {$Ticket->OwnerObj->Name}

Should do the trick.  Replace 'RT-Owner' with whatever you would like 
the mail header to be.

Dominic Lepiane wrote:
> Do I have to add the RT-Owner header to a template?  I'm not seeing it
> in my messages right now.
>
> Thanks,
> - Dominic
>
>
> Matthew Isaacs wrote:
>   
>> There should be an RT-Owner header.  I use a procmail rule to grab 
>> messages with my ID in that header and deliver to a special folder.  The 
>> one issue with this is that change-owner notifications do not seem to 
>> have this header, so the filter doesn't catch those, but one could 
>> easily create another filter for this, I just haven't had the time.
>>
>> Raed El-Hames wrote:
>>   
>>     
>>> Dominic;
>>>
>>> Your best option (as far as I know) is to create a new template for the 
>>> owner related scrips and then modify the subject line to suggest its for 
>>> the owner.
>>>
>>> Regards;
>>> Roy
>>>
>>> Dominic Lepiane wrote:
>>>   
>>>     
>>>       
>>>> Dear RT Users,
>>>>
>>>> We've got RT 3.8.3 and we're wondering if it is possible to
>>>> differentiate between emails received as a queue watcher versus emails
>>>> received as a ticket owner.   Right now, there's nothing I can see in
>>>> the email headers (or message) that I can filter on.
>>>>
>>>> Does anyone have any suggestions?
>>>>
>>>> Thanks in advance,
>>>>
>>>>   
>>>>     
>>>>         
>
>   


-- 
Matthew Isaacs
Systems Engineer
Wolfram Research, Inc.
1-217-398-0700 x3311



From change+lists.rt at nightwind.net  Thu Jun 25 12:06:57 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Thu, 25 Jun 2009 09:06:57 -0700
Subject: [rt-users] RT Internal Server Error
In-Reply-To: <22a1fd020906231857w5bb3fbb8t5e81c38c0a77ca35@mail.gmail.com>
References: <22a1fd020906231857w5bb3fbb8t5e81c38c0a77ca35@mail.gmail.com>
Message-ID: <1245946017.19348.1322145989@webmail.messagingengine.com>

On Wed, 24 Jun 2009 07:27:12 +0530, "Varun Vyas"
<varun.power6000 at gmail.com> said:
> I m facing problem with my RT 3.6.3 i have apache 2 installed with
> fastcgi implemented and 8GB of ram in  application server. But quite often i m
> getting "Internal Server Error 500" and when i see the logs it shows
> error like incomplete header received from server and comm with server error.
> And as far as i know this happens frequently when we try to close ticket.
> Although tickets gets closed but we got internal server error and page
> gets irresponsive. We have to wait for certain minutes after that again
> refreshing makes all thing normal. But i m not able to get why we are
> encountering this problem

I had a similar issue, turns out there is a bug in some versions of
DBD::MySQL that cause a segfault.  Upgrading to 4.10 fixed the issue for
me.  To see if this is the problem you are having, run the attached Perl
script.  If it segfaults, then your problem is with DBD::MySQL.
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From tpearson at ois.pittstate.edu  Thu Jun 25 12:05:19 2009
From: tpearson at ois.pittstate.edu (Timothy M. Pearson)
Date: Thu, 25 Jun 2009 11:05:19 -0500 (CDT)
Subject: [rt-users] Hostname missing in generated URLs after update (CentOS
	5.3)
In-Reply-To: <20657148.141245945706363.JavaMail.TPEARSON-PC$@TPEARSON-PC>
Message-ID: <33411416.161245945918263.JavaMail.TPEARSON-PC$@TPEARSON-PC>

Hello,

On Jun 20, we did a routine update of the CentOS 5.3 box running RT/RTFM/RTIR (all the latest versions).  Right afterward, the host name disappeared from all the URLs in RT.  Users can still log in, but all the links on the page have the host name missing.  

A fresh install of the latest RT (with no plugins at all, just bare bones RT 3.8.4) on a CentOS 5.3 box that was fully patched prior to beginning the RT installation results in exactly the same behavior.

Examples:

[Home] -->  http:///
[Simple Search] ->> http://search/Simple.html
[Tickets] --> http://search/Build.html

and so on.

Forgive me if this has been addressed.  I looked through all the recent posts and couldn't find anything addressing this issue.

These are the modules from that were updated with the CentOS "yum update" command.

Jun 20 16:33:36 Updated: 1:perl-Module-Build-0.33-2.el5.rf.noarch
Jun 20 16:33:38 Updated: perl-Test-Inline-2.210-1.el5.rf.noarch
Jun 20 16:33:38 Updated: nash-5.1.19.6-44.1.i386
Jun 20 16:33:40 Updated: perl-Test-Deep-0.104-1.el5.rf.noarch
Jun 20 16:33:44 Updated: kernel-headers-2.6.18-128.1.14.el5.i386
Jun 20 16:33:47 Updated: perl-Sub-Uplevel-0.2002-1.el5.rf.noarch
Jun 20 16:33:57 Updated: tzdata-2009i-2.el5.noarch
Jun 20 16:33:58 Updated: perl-UNIVERSAL-require-0.13-1.el5.rf.noarch
Jun 20 16:34:05 Updated: xulrunner-1.9.0.11-3.el5.i386
Jun 20 16:34:06 Installed: perl-version-0.76-1.el5.rf.i386
Jun 20 16:34:08 Updated: mkinitrd-5.1.19.6-44.1.i386
Jun 20 16:34:10 Updated: apr-util-1.2.7-7.el5_3.1.i386
Jun 20 16:34:18 Updated: xulrunner-devel-1.9.0.11-3.el5.i386
Jun 20 16:34:20 Updated: cscope-15.5-15.1.el5_3.1.i386
Jun 20 16:34:21 Updated: perl-Text-MediawikiFormat-1.0-1.el5.rf.noarch
Jun 20 16:34:22 Updated: perl-Text-Autoformat-1.666.0-1.el5.rf.noarch
Jun 20 16:34:47 Installed: kernel-2.6.18-128.1.14.el5.i686

The only odd things I see in the Apache logs are lines like this one:
172.16.31.37 - - [24/Jun/2009:11:48:47 -0500] "GET /Search/Results.rdf?Order=ASC%7CASC%7CASC%7CASC&OrderBy=id%7C%7C%7C&Query=Queue%20%3D%20%27General%27 HTTP/1.1" 200 5443 "-" "Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.0.11) Gecko/2009060215 Firefox/3.0.11 (.NET CLR 3.5.30729)"

Nothing odd in Apache's error_log

Thanks!

Tim Pearson
Systems Administrator
Pittsburg State University
620-235-6562


From zodal at centrum.cz  Thu Jun 25 12:25:28 2009
From: zodal at centrum.cz (Zodal)
Date: Thu, 25 Jun 2009 09:25:28 -0700 (PDT)
Subject: [rt-users] Customize spreadsheet output?
In-Reply-To: <000901c9f4ba$47776070$d6662150$@com>
References: <000901c9f4ba$47776070$d6662150$@com>
Message-ID: <24206611.post@talk.nabble.com>


Hi,

in 3.8.2, 3.8.3 and 3.8.4 I used this extension:

http://search.cpan.org/~elacour/RT-Extension-SearchResults-XLS-0.05/

Z.



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

-- 
View this message in context: http://www.nabble.com/Customize-spreadsheet-output--tp24182660p24206611.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From falcone at bestpractical.com  Thu Jun 25 13:34:23 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 25 Jun 2009 13:34:23 -0400
Subject: [rt-users] Getting "Can't locate object method "host" via
	package "URI::_generic" at
	/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190"
In-Reply-To: <4a42a194.75c.fc8.5579@cnc.bc.ca>
References: <4a42a194.75c.fc8.5579@cnc.bc.ca>
Message-ID: <716D0194-3EBD-4F35-9C23-63B17A8C8CC1@bestpractical.com>


On Jun 24, 2009, at 5:58 PM, Kevin Gagel wrote:

> Please help! I've broken something and I'm not sure what.
>
> I'm pretty sure it has something to do with my RT_SiteConfig.pm  
> file, I had made some changes so that links in the tickets were  
> showing up correctly. They were only showing up as http://localhost:80/ 
>  etc. Now they are showing up correctly.
>
> Anyway's the error only shows up when creating a new ticket. The  
> ticket is created and everything seems to work correctly but the  
> only thing updated in the browser is:
> Can't locate object method "host" via package "URI::_generic" at / 
> opt/rt3/bin/../lib/RT/Interface/Web.pm line 190
>
> I have to go back to a previous change and then click home to  
> continue.

Most likely, you have an invalid WebURL

You might want to examine all of the Web* variables you've set in your  
SiteConfig

The error comes from RT trying to redirect to your WebURL but being  
unable to parse it

-kevin


From gagel at cnc.bc.ca  Thu Jun 25 13:48:26 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Thu, 25 Jun 2009 10:48:26 -0700
Subject: [rt-users] Getting "Can't locate object method "host"
	viapackage "URI::_generic"
	at/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190"
Message-ID: <4a43b86a.75c.838.30a1@cnc.bc.ca>

Kevin,
You're correct but I couldn't figure out what the problem was so I had to remove the setting (after I figured out what was wrong) to fix it.
I was trying to correct a template setting that was emailing a link using "localhost" instead of the base url of the site so I added the following to correct it:
Set($WebBaseURL,'ittickets.cnc.bc.ca');
This setting is what caused the error in the subject of this message. Not withstanding the link in the emailed messages were actually correct with that setting. Yes everything worked, the email was sent the database was updated etc, only the redirection is what failed with the above error being returned to the browser.
Removing the WebBaseURL restored the redirection and the incorrect link in the email.
I have overcome that by manually entering the correct link in the template as opposed to using a variable in the template.


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] Getting "Can't locate object method "host" viapackage "URI::_generic" at/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190"
From: Kevin Falcone <falcone at bestpractical.com>
To: RT Users <RT-Users at lists.bestpractical.com>
Date: 25/06/2009 10:35 AM

 
On Jun 24, 2009, at 5:58 PM, Kevin Gagel wrote: 
 
> Please help! I've broken something and I'm not sure what. 
> 
> I'm pretty sure it has something to do with my RT_SiteConfig.pm 
> file, I had made some changes so that links in the tickets were 
> showing up correctly. They were only showing up ashttp://localhost:80/ 
>  etc. Now they are showing up correctly. 
> 
> Anyway's the error only shows up when creating a new ticket. The 
> ticket is created and everything seems to work correctly but the 
> only thing updated in the browser is: 
> Can't locate object method "host" via package "URI::_generic" at / 
> opt/rt3/bin/../lib/RT/Interface/Web.pm line 190 
> 
> I have to go back to a previous change and then click home to 
> continue. 
 
Most likely, you have an invalid WebURL 
 
You might want to examine all of the Web* variables you've set in your SiteConfig 
 
The error comes from RT trying to redirect to your WebURL but being unable to parse it 
 
-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 
 
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From tpearson at ois.pittstate.edu  Thu Jun 25 14:10:29 2009
From: tpearson at ois.pittstate.edu (Timothy M. Pearson)
Date: Thu, 25 Jun 2009 13:10:29 -0500 (CDT)
Subject: [rt-users] Hostname missing in generated URLs after update
 (CentOS 5.3)
In-Reply-To: <33411416.161245945918263.JavaMail.TPEARSON-PC$@TPEARSON-PC>
Message-ID: <18189144.181245953428122.JavaMail.TPEARSON-PC$@TPEARSON-PC>

Fixed... 

I believe that removing a trailing slash from the DocumentRoot directive in the VirtualHost definition for RT did the trick. That trailing shash has been there all along - but I guess after the update it now matters. 


----- Original Message ----- 
From: "Timothy M. Pearson" <tpearson at ois.pittstate.edu> 
To: "rt-users" <rt-users at lists.bestpractical.com> 
Sent: Thursday, June 25, 2009 11:05:19 AM GMT -06:00 US/Canada Central 
Subject: [rt-users] Hostname missing in generated URLs after update (CentOS 5.3) 

Hello, 

On Jun 20, we did a routine update of the CentOS 5.3 box running RT/RTFM/RTIR (all the latest versions). Right afterward, the host name disappeared from all the URLs in RT. Users can still log in, but all the links on the page have the host name missing. 

A fresh install of the latest RT (with no plugins at all, just bare bones RT 3.8.4) on a CentOS 5.3 box that was fully patched prior to beginning the RT installation results in exactly the same behavior. 

Examples: 

[Home] --> http:/// 
[Simple Search] ->> http://search/Simple.html 
[Tickets] --> http://search/Build.html 

and so on. 

Forgive me if this has been addressed. I looked through all the recent posts and couldn't find anything addressing this issue. 

These are the modules from that were updated with the CentOS "yum update" command. 

Jun 20 16:33:36 Updated: 1:perl-Module-Build-0.33-2.el5.rf.noarch 
Jun 20 16:33:38 Updated: perl-Test-Inline-2.210-1.el5.rf.noarch 
Jun 20 16:33:38 Updated: nash-5.1.19.6-44.1.i386 
Jun 20 16:33:40 Updated: perl-Test-Deep-0.104-1.el5.rf.noarch 
Jun 20 16:33:44 Updated: kernel-headers-2.6.18-128.1.14.el5.i386 
Jun 20 16:33:47 Updated: perl-Sub-Uplevel-0.2002-1.el5.rf.noarch 
Jun 20 16:33:57 Updated: tzdata-2009i-2.el5.noarch 
Jun 20 16:33:58 Updated: perl-UNIVERSAL-require-0.13-1.el5.rf.noarch 
Jun 20 16:34:05 Updated: xulrunner-1.9.0.11-3.el5.i386 
Jun 20 16:34:06 Installed: perl-version-0.76-1.el5.rf.i386 
Jun 20 16:34:08 Updated: mkinitrd-5.1.19.6-44.1.i386 
Jun 20 16:34:10 Updated: apr-util-1.2.7-7.el5_3.1.i386 
Jun 20 16:34:18 Updated: xulrunner-devel-1.9.0.11-3.el5.i386 
Jun 20 16:34:20 Updated: cscope-15.5-15.1.el5_3.1.i386 
Jun 20 16:34:21 Updated: perl-Text-MediawikiFormat-1.0-1.el5.rf.noarch 
Jun 20 16:34:22 Updated: perl-Text-Autoformat-1.666.0-1.el5.rf.noarch 
Jun 20 16:34:47 Installed: kernel-2.6.18-128.1.14.el5.i686 

The only odd things I see in the Apache logs are lines like this one: 
172.16.31.37 - - [24/Jun/2009:11:48:47 -0500] "GET /Search/Results.rdf?Order=ASC%7CASC%7CASC%7CASC&OrderBy=id%7C%7C%7C&Query=Queue%20%3D%20%27General%27 HTTP/1.1" 200 5443 "-" "Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.0.11) Gecko/2009060215 Firefox/3.0.11 (.NET CLR 3.5.30729)" 

Nothing odd in Apache's error_log 

Thanks! 

Tim Pearson 
Systems Administrator 
Pittsburg State University 
620-235-6562 
_______________________________________________ 
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com 
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From raanders at cyber-office.net  Thu Jun 25 14:19:34 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Thu, 25 Jun 2009 11:19:34 -0700
Subject: [rt-users] Browser (Firefox) not saving username and passwords
Message-ID: <4A43BFB6.7040904@cyber-office.net>

Is it me or has the capability of Firefox saving the username and 
password for a site been disabled.

I've tried on both a Linux and Windows system with a pretty recent 
versions of Firefox and neither save this info.  Maybe something in the 
JavaScript for the login page?


TIA,
Rod
-- 


From dusty at megagram.com  Thu Jun 25 14:55:51 2009
From: dusty at megagram.com (Dusty Wilson [Megagram])
Date: Thu, 25 Jun 2009 13:55:51 -0500
Subject: [rt-users] Browser (Firefox) not saving username and passwords
In-Reply-To: <4A43BFB6.7040904@cyber-office.net>
References: <4A43BFB6.7040904@cyber-office.net>
Message-ID: <973bfb750906251155n77651237v1f93716782d8a81c@mail.gmail.com>

On Thu, Jun 25, 2009 at 1:19 PM, Roderick A.
Anderson<raanders at cyber-office.net> wrote:
> Is it me or has the capability of Firefox saving the username and
> password for a site been disabled.

<span class="input"><input type="password" name="pass"
autocomplete="off" /></span>

The "autocomplete" prevents Firefox from saving the login information.

(sorry forgot to send this to the list as well... dang reply button!)


From raanders at cyber-office.net  Thu Jun 25 16:28:42 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Thu, 25 Jun 2009 13:28:42 -0700
Subject: [rt-users] Browser (Firefox) not saving username and passwords
In-Reply-To: <973bfb750906251155n77651237v1f93716782d8a81c@mail.gmail.com>
References: <4A43BFB6.7040904@cyber-office.net>
	<973bfb750906251155n77651237v1f93716782d8a81c@mail.gmail.com>
Message-ID: <4A43DDFA.9090300@cyber-office.net>

Dusty Wilson [Megagram] wrote:
> On Thu, Jun 25, 2009 at 1:19 PM, Roderick A.
> Anderson<raanders at cyber-office.net> wrote:
>> Is it me or has the capability of Firefox saving the username and
>> password for a site been disabled.
> 
> <span class="input"><input type="password" name="pass"
> autocomplete="off" /></span>
> 
> The "autocomplete" prevents Firefox from saving the login information.

A Firefox specific attribute, ie. not part of the standard?  That sort 
of bites.  I just tried with IE and get the same results so maybe a 
proposed attribute for the input tag.

Well I'm off to fix that in the code.  Most of the users are in-house 
and would get pretty tired of doing the username/password thing every 
time.  They'll want it to be stored by Firefox and IE.

Thanks,
Rod
-- 
> 
> (sorry forgot to send this to the list as well... dang reply button!)
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 gordon at cryologic.com  Thu Jun 25 17:37:37 2009
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Fri, 26 Jun 2009 07:37:37 +1000
Subject: [rt-users] Difference between a CC and a Requestor
In-Reply-To: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>
References: <4d6de31b0906240400r25f43ff7x5488c2173b6408af@mail.gmail.com>
Message-ID: <4A43EE21.30406@cryologic.com>

The role of watchers (CC, Requestor, AdminCc and Owner) can be 
customised to meet specific requirements. Using scrips and templates 
different emails can be sent to different watchers and different rights 
can be assigned for modifying tickets. And, with custom scrips, 
different actions can be taken. The default roles have been outlined in 
the other replies to this question.

As an example for our Customer Support tickets we assign the watcher 
roles as this:
Requestor:  Customer with issue. Receives automated and customer 
specific emails
Owner: Person responsible for contacting customer. Only owners can Reply 
(send emails to Requestors) to tickets and have full rights to ticket 
modifications
AdminCc: Staff member required to add input to ticket issue. They 
receive automated email notifying them them their input is required. Can 
comment on tickets.
Cc: Staff member with interest in issue. Receives all emails generated.

regards
Gordon


Richard Brady wrote:
> Hi folks
> 
> I am struggling to understand the difference between a CC and a 
> Requestor? When adding extra people to a ticket, it's not clear whether 
> they should be added as one or the other.
> 
> Any clarification would  be much appreciated. (I have looked for 
> documentation on this but have not found much).
> 
> Richard


From gagel at cnc.bc.ca  Thu Jun 25 17:45:52 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Thu, 25 Jun 2009 14:45:52 -0700
Subject: [rt-users] RT can't create user from a reply email - We're using
	LDAP...
Message-ID: <4a43f010.75c.838.7ab9@cnc.bc.ca>

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


 
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From raanders at cyber-office.net  Thu Jun 25 19:21:53 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Thu, 25 Jun 2009 16:21:53 -0700
Subject: [rt-users] Extracting Custom Fields from Email
Message-ID: <4A440691.7020908@cyber-office.net>

Anyone one have a set of instructions (I've looked at and tried the 
wiki, read the Harrier book for some background, and tried several 
configurations) for setting up RT to _process_ the custom fields out of 
an email.

CentOS 5.3 (Linux-Vserver guest)
RT 3.8.4
PostgreSQL 8.3.x (on a remote system)

Installed the package RT::Extension::ExtractCustomFieldValues,

Created a custom field.

Name: Contact
...
Type: Enter one value
Applies to: Tickets (should this be TicketTransactions?)

Created a template: ScanTesting

with this content;
### <cf-name>|<Headername>|<MatchString>|<Postcmd>|<Options>
Contact|body|Contact:\s*.*

Created a scrip

Description: TestingCFExtract
Condition: On Create
Action: Extract Custom Field Values
Template: ScanTesting
Stage: TransactionCreate

Any pointers, suggestions, ideas, clarification ofhow this is suppose to 
happen?


\\||/
Rod
-- 


From falcone at bestpractical.com  Thu Jun 25 16:06:24 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 25 Jun 2009 16:06:24 -0400
Subject: [rt-users] Getting "Can't locate object method "host"
	viapackage "URI::_generic"
	at/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190"
In-Reply-To: <4a43b86a.75c.838.30a1@cnc.bc.ca>
References: <4a43b86a.75c.838.30a1@cnc.bc.ca>
Message-ID: <A9C79F53-2CD5-46A9-B251-64EF52687EAD@bestpractical.com>


On Jun 25, 2009, at 1:48 PM, Kevin Gagel wrote:

> Kevin,
> You're correct but I couldn't figure out what the problem was so I  
> had to remove the setting (after I figured out what was wrong) to  
> fix it.
> I was trying to correct a template setting that was emailing a link  
> using "localhost" instead of the base url of the site so I added the  
> following to correct it:
> Set($WebBaseURL,'ittickets.cnc.bc.ca');

 From the documentation in RT_Config.pm

C<$WebBaseURL> is the scheme, server and port (eg 'http:// 
rt.example.com')
for constructing urls to the web UI. C<$WebBaseURL> doesn't need a  
trailing /.

It sounds like you actually wanted to set $WebDomain

-kevin

> This setting is what caused the error in the subject of this  
> message. Not withstanding the link in the emailed messages were  
> actually correct with that setting. Yes everything worked, the email  
> was sent the database was updated etc, only the redirection is what  
> failed with the above error being returned to the browser.
> Removing the WebBaseURL restored the redirection and the incorrect  
> link in the email.
> I have overcome that by manually entering the correct link in the  
> template as opposed to using a variable in the template.
>
>
> 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] Getting "Can't locate object method "host"  
> viapackage "URI::_generic" at/opt/rt3/bin/../lib/RT/Interface/Web.pm  
> line 190"
> From: Kevin Falcone <falcone at bestpractical.com>
> To: RT Users <RT-Users at lists.bestpractical.com>
> Date: 25/06/2009 10:35 AM
>
>
> On Jun 24, 2009, at 5:58 PM, Kevin Gagel wrote:
>
> > Please help! I've broken something and I'm not sure what.
> >
> > I'm pretty sure it has something to do with my RT_SiteConfig.pm
> > file, I had made some changes so that links in the tickets were
> > showing up correctly. They were only showing up as http://localhost:80/
> > etc. Now they are showing up correctly.
> >
> > Anyway's the error only shows up when creating a new ticket. The
> > ticket is created and everything seems to work correctly but the
> > only thing updated in the browser is:
> > Can't locate object method "host" via package "URI::_generic" at /
> > opt/rt3/bin/../lib/RT/Interface/Web.pm line 190
> >
> > I have to go back to a previous change and then click home to
> > continue.
>
> Most likely, you have an invalid WebURL
>
> You might want to examine all of the Web* variables you've set in  
> yourSiteConfig
>
> The error comes from RT trying to redirect to your WebURL but  
> beingunable to parse it
>
> -kevin
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media.Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From woody at wildthingsafaris.com  Fri Jun 26 02:59:00 2009
From: woody at wildthingsafaris.com (Woody - Wild Things)
Date: Fri, 26 Jun 2009 09:59:00 +0300
Subject: [rt-users] Absolute URL in parent/child ticket links
In-Reply-To: <4A2FB9CA.4010207@wildthingsafaris.com>
References: <4A2FB9CA.4010207@wildthingsafaris.com>
Message-ID: <4A4471B4.6000601@wildthingsafaris.com>

Hi all,

Sorry to reply to my own post, but I've had no reply, and am wondering 
if I'm asking a really stupid question, or something obvious.

Please let me know if this is the case, as I can't figure it out myself :(

Woody.


Woody - Wild Things wrote:
> Hi all,
> 
> I have an issue with the links to parent/child tickets in the links 
> section of the ticket view. (RT-3.8.1 gentoo)
> 
> They are absolute, and not relative.
> 
> <li><a href="http://rt.mydomain.com:81/Ticket/Display.html?id=7690">
> 
> I have users logging on to the same RT from different domains, but all 
> parent/child tickets link to the mydomain.com domain, which is in my 
> RT_SiteConfig.pm
> 
> I couldn't understand the URL functions of RT's innards, so can anyone 
> provide me with a quick solution to this issue?
> 
> I have:
> 
> RT_SiteConfig.pm:Set($Organization , "mydomain.com");
> RT_SiteConfig.pm:Set($WebBaseURL , "http://rt.mydomain.com:$WebPort");
> 
> in my RT_SiteConfig.pm,
> 
> Could I just remove the WebBaseURL altogether?
> 


From david.donachie at snp.org  Fri Jun 26 08:22:22 2009
From: david.donachie at snp.org (David Donachie)
Date: Fri, 26 Jun 2009 08:22:22 -0400 (EDT)
Subject: [rt-users] Child Links in Search Results
Message-ID: <008001c9f657$e9bc28e0$ad00000a@SNPHQ005>

Okay, I'll try asking again :)
 
Is there any way, in 3.6.3, to get child links in search results to 
show ticket names (and status?) instead of just ticket number
 
Currently the child tickets are shown using the __Children__ token, is 
there a way to get that to show names?

Thanks
David Donachie

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From adriena.siskova at tuke.sk  Fri Jun 26 08:15:00 2009
From: adriena.siskova at tuke.sk (Adriena =?UTF-8?Q?=C5=A0i=C5=A1kov=C3=A1?=)
Date: Fri, 26 Jun 2009 14:15:00 +0200
Subject: [rt-users]  Fwd: RTFM articles for unprivileged user group
In-Reply-To: D936D111-7814-4707-8E06-6B1E744A8657@bestpractical.com
Message-ID: <1246018500.11603.2.camel@webmaster.uvt.tuke.sk>

Hi,
I have same problem in RT3.8.2. a RTFM2.4.2
Did this problem solved in RT3.8.3?
Thank



From dmatton at generixgroup.com  Fri Jun 26 09:36:07 2009
From: dmatton at generixgroup.com (dmatton)
Date: Fri, 26 Jun 2009 06:36:07 -0700 (PDT)
Subject: [rt-users]  Upgrade only the DB schema
Message-ID: <24220460.post@talk.nabble.com>


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 ? If yes, how can I do that ?

Thanks for your help.
-- 
View this message in context: http://www.nabble.com/Upgrade-only-the-DB-schema-tp24220460p24220460.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From falcone at bestpractical.com  Fri Jun 26 09:41:50 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 26 Jun 2009 09:41:50 -0400
Subject: [rt-users] Fwd: RTFM articles for unprivileged user group
In-Reply-To: <1246018500.11603.2.camel@webmaster.uvt.tuke.sk>
References: <1246018500.11603.2.camel@webmaster.uvt.tuke.sk>
Message-ID: <6C017954-C41E-4A08-ABAD-4AD7F7AD5A9A@bestpractical.com>


On Jun 26, 2009, at 8:15 AM, Adriena ?i?kov? wrote:

> I have same problem in RT3.8.2. a RTFM2.4.2
> Did this problem solved in RT3.8.3?

You don't say what problem you were experiencing.

RTFM 2.4.2 requires RT 3.8.3 in order to expose RTFM
in the SelfService UI.

-kevin

From falcone at bestpractical.com  Fri Jun 26 09:45:00 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 26 Jun 2009 09:45:00 -0400
Subject: [rt-users] Absolute URL in parent/child ticket links
In-Reply-To: <4A4471B4.6000601@wildthingsafaris.com>
References: <4A2FB9CA.4010207@wildthingsafaris.com>
	<4A4471B4.6000601@wildthingsafaris.com>
Message-ID: <450EEE54-FA7E-4205-B821-83DFABEC2D56@bestpractical.com>


On Jun 26, 2009, at 2:59 AM, Woody - Wild Things wrote:

> Sorry to reply to my own post, but I've had no reply, and am wondering
> if I'm asking a really stupid question, or something obvious.
>
> Please let me know if this is the case, as I can't figure it out  
> myself :(

You have to locally change Elements/ShowLinks (and possibly
URI.pm).  Because a Ticket can "Refer To" an external URI, RT
generates full URI for every link.

-kevin

>
> Woody - Wild Things wrote:
>> Hi all,
>>
>> I have an issue with the links to parent/child tickets in the links
>> section of the ticket view. (RT-3.8.1 gentoo)
>>
>> They are absolute, and not relative.
>>
>> <li><a href="http://rt.mydomain.com:81/Ticket/Display.html?id=7690">
>>
>> I have users logging on to the same RT from different domains, but  
>> all
>> parent/child tickets link to the mydomain.com domain, which is in my
>> RT_SiteConfig.pm
>>
>> I couldn't understand the URL functions of RT's innards, so can  
>> anyone
>> provide me with a quick solution to this issue?
>>
>> I have:
>>
>> RT_SiteConfig.pm:Set($Organization , "mydomain.com");
>> RT_SiteConfig.pm:Set($WebBaseURL , "http://rt.mydomain.com: 
>> $WebPort");
>>
>> in my RT_SiteConfig.pm,
>>
>> Could I just remove the WebBaseURL altogether?
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From testwreq at gmail.com  Fri Jun 26 11:23:43 2009
From: testwreq at gmail.com (testwreq wreq)
Date: Fri, 26 Jun 2009 11:23:43 -0400
Subject: [rt-users] reply address from RT
Message-ID: <a0c34f0a0906260823w4900fa09s632293153a6b26f1@mail.gmail.com>

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





Greetings,



This message has been automatically generated in response to the

creation of a trouble ticket regarding:

      "whitelist request",

a summary of which appears below.



There is no need to reply to this message right now.  Your ticket has been

assigned an ID of [CS_Department #9].



Please include the string:



         [CS_Department #9]



in the subject line of all future correspondence about this issue. To do so,


you may reply to this message.



                        Thank you,

                        fdsfds
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From kfcrocker at lbl.gov  Fri Jun 26 11:37:32 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 26 Jun 2009 08:37:32 -0700
Subject: [rt-users] Child Links in Search Results
In-Reply-To: <008001c9f657$e9bc28e0$ad00000a@SNPHQ005>
References: <008001c9f657$e9bc28e0$ad00000a@SNPHQ005>
Message-ID: <4A44EB3C.7090800@lbl.gov>

David,

I've not been able to do that with RT Query. That's not to say it can't 
be done. For those type of queries, I use SQL so I can get comments , etc.

Kenn
LBNL

On 6/26/2009 5:22 AM, David Donachie wrote:
>
> Okay, I'll try asking again :)
>
> Is there any way, in 3.6.3, to get child links in search results to
> show ticket names (and status?) instead of just ticket number
>
> Currently the child tickets are shown using the __Children__ token, is
> there a way to get that to show names?
>
> Thanks
> David Donachie
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From falcone at bestpractical.com  Fri Jun 26 12:18:25 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 26 Jun 2009 12:18:25 -0400
Subject: [rt-users] Tables in RTFM or changing the RTFM Wiki interpreter
In-Reply-To: <200906230223.53080.geoff@apro.com.au>
References: <200906230223.53080.geoff@apro.com.au>
Message-ID: <FD7A90D9-BB0F-4E03-B25B-F3219581D859@bestpractical.com>


On Jun 22, 2009, at 12:23 PM, Geoff Roberts wrote:

> Hi,
>
> Does anyone know if it is possible to create tables in RTFM Wiki  
> custom
> fields? I am using RTFM 2.4.1.
>
> I've tried the standard "|", but they don't seem to work.
>
> If not, is it possible/relatively easy to change the Wiki  
> interpreter to say
> CGI:Wiki or some other Wiki interpreter that has tables?

The current interpreter is
http://search.cpan.org/dist/Text-WikiFormat/

You can replace that by making a local override of Elements/ 
ShowCustomFieldWiki
That will affect all WikiText fields in RT

-kevin

>
> I've read http://wiki.bestpractical.com/view/RTFM on creating custom  
> tags.
> However after going to the lengths outlined in the link, I'm  
> wondering if
> swapping the interpreter might be another viable option yielding  
> potentially
> more benefits?
>
> Kind regards,
>
> Geoff
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Jun 26 12:26:36 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 26 Jun 2009 12:26:36 -0400
Subject: [rt-users] Extracting Custom Fields from Email
In-Reply-To: <4A440691.7020908@cyber-office.net>
References: <4A440691.7020908@cyber-office.net>
Message-ID: <F13FD56C-F31E-4550-9522-9B27ED8F4757@bestpractical.com>


On Jun 25, 2009, at 7:21 PM, Roderick A. Anderson wrote:

> Anyone one have a set of instructions (I've looked at and tried the
> wiki, read the Harrier book for some background, and tried several
> configurations) for setting up RT to _process_ the custom fields out  
> of
> an email.
>
> CentOS 5.3 (Linux-Vserver guest)
> RT 3.8.4
> PostgreSQL 8.3.x (on a remote system)
>
> Installed the package RT::Extension::ExtractCustomFieldValues,

If you have debug logging turned on, the CPAN version of ECFV is
very chatty

>
> Created a custom field.
>
> Name: Contact
> ...
> Type: Enter one value
> Applies to: Tickets (should this be TicketTransactions?)
>
> Created a template: ScanTesting
>
> with this content;
> ### <cf-name>|<Headername>|<MatchString>|<Postcmd>|<Options>
> Contact|body|Contact:\s*.*

You probably wanted (.*) to capture the value

-kevin

>
> Created a scrip
>
> Description: TestingCFExtract
> Condition: On Create
> Action: Extract Custom Field Values
> Template: ScanTesting
> Stage: TransactionCreate
>
> Any pointers, suggestions, ideas, clarification ofhow this is  
> suppose to
> happen?
>
>
> \\||/
> 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
>



From raanders at cyber-office.net  Fri Jun 26 12:46:09 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Fri, 26 Jun 2009 09:46:09 -0700
Subject: [rt-users] Extracting Custom Fields from Email
In-Reply-To: <F13FD56C-F31E-4550-9522-9B27ED8F4757@bestpractical.com>
References: <4A440691.7020908@cyber-office.net>
	<F13FD56C-F31E-4550-9522-9B27ED8F4757@bestpractical.com>
Message-ID: <4A44FB51.5080102@cyber-office.net>

Kevin Falcone wrote:
> On Jun 25, 2009, at 7:21 PM, Roderick A. Anderson wrote:
> 
>> Anyone one have a set of instructions (I've looked at and tried the
>> wiki, read the Harrier book for some background, and tried several
>> configurations) for setting up RT to _process_ the custom fields out  
>> of
>> an email.
>>
>> CentOS 5.3 (Linux-Vserver guest)
>> RT 3.8.4
>> PostgreSQL 8.3.x (on a remote system)
>>
>> Installed the package RT::Extension::ExtractCustomFieldValues,
> 
> If you have debug logging turned on, the CPAN version of ECFV is
> very chatty

Thanks Kevin.

There might have been a brain-fart on my part involved.  I haven't got 
back to it this AM but while dozing off last night I had the thought I 
was sending to the wrong queue/email address.  No wonder it wasn't 
processing.

>> Created a custom field.
>>
>> Name: Contact
>> ...
>> Type: Enter one value
>> Applies to: Tickets (should this be TicketTransactions?)

I also realized I am unclear as which to use: Tickets or TicketTransactions.

>> Created a template: ScanTesting
>>
>> with this content;
>> ### <cf-name>|<Headername>|<MatchString>|<Postcmd>|<Options>
>> Contact|body|Contact:\s*.*
> 
> You probably wanted (.*) to capture the value

Yeah I was thinking I wanted it with one or none spaces.  Why?  Who knows.


\\||/
Rod
-- 
> -kevin
> 
>> Created a scrip
>>
>> Description: TestingCFExtract
>> Condition: On Create
>> Action: Extract Custom Field Values
>> Template: ScanTesting
>> Stage: TransactionCreate
>>
>> Any pointers, suggestions, ideas, clarification ofhow this is  
>> suppose to
>> happen?
>>
>>
>> \\||/
>> 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
>>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 rt-users at iandocherty.com  Fri Jun 26 13:06:39 2009
From: rt-users at iandocherty.com (icydee)
Date: Fri, 26 Jun 2009 18:06:39 +0100
Subject: [rt-users] Documentation for RT REST API
Message-ID: <4A45001F.7050807@iandocherty.com>

Hi
I found the wiki page on the API at 
http://wiki.bestpractical.com/view/REST and I have looked at the CLI 
page and played with the CLI interface.

It seems to me that the REST API is missing a lot. For example I don't 
see any way of adding an attachment through the REST API. Is this a 
short-fall in the API or just the documentation?

I presume the documentation is missing since the CLI (which uses the 
REST API) allows one to do more than is documented in the REST API wiki.

Where can I get documentation for what is possible through the API please?

Regards
Ian


From l.fronius at googlemail.com  Fri Jun 26 13:31:55 2009
From: l.fronius at googlemail.com (Lars Fronius)
Date: Fri, 26 Jun 2009 19:31:55 +0200
Subject: [rt-users] Problem with hostname in URLs
Message-ID: <CDFE72A0-919C-4565-9C56-98F5239ACC01@googlemail.com>

Hi,
I nearly have the same problem as Timothy yesterday.
I currently set up a request tracker 3.6.1 on debian 4.0.
Most of my links on my request tracker are broken.
[Home] --> http:///
[Simple Search] ->> http://search/Simple.html
[Tickets] --> http://search/Build.html
Images can't be loaded cause of same problem.
Sure I have set the WebBaseURL in RT_SiteConfig.pm - any change  
doesn't affect anything..
Maybe I have just overlooked something during installation?

So this is the message of Timothy yesterday:


#Fixed...
#
#I believe that removing a trailing slash from the DocumentRoot  
directive in the VirtualHost definition for RT did the trick. That  
trailing shash has been there all along - but I guess after the update  
it now #matters.
#
#
#---- Original Message -----
#From: "Timothy M. Pearson" <tpearson[at]ois.pittstate.edu>
#To: "rt-users" <rt-users[at]lists.bestpractical.com>
#Sent: Thursday, June 25, 2009 11:05:19 AM GMT -06:00 US/Canada Central
#Subject: [rt-users] Hostname missing in generated URLs after update  
(CentOS 5.3)
#
#Hello,
#
#On Jun 20, we did a routine update of the CentOS 5.3 box running RT/ 
RTFM/RTIR (all the latest versions). Right afterward, the host name  
disappeared from all the URLs in RT. Users can still log in, but all  
#the links on the page have the host name missing.
#
#A fresh install of the latest RT (with no plugins at all, just bare  
bones RT 3.8.4) on a CentOS 5.3 box that was fully patched prior to  
beginning the RT installation results in exactly the same behavior.
#
#Examples:
#
#[Home] --> http:///
#[Simple Search] ->> http://search/Simple.html
#[Tickets] --> http://search/Build.html
#
#and so on.

His update in the apache configuration didn't solve my problem.

Greets, Lars 


From jesse at bestpractical.com  Fri Jun 26 14:09:06 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 26 Jun 2009 14:09:06 -0400
Subject: [rt-users] 3.6.x  end of support ?
In-Reply-To: <1245746532.2239.6.camel@prettyenter.ds.corp.kelkoo.net>
References: <1245746532.2239.6.camel@prettyenter.ds.corp.kelkoo.net>
Message-ID: <20090626180906.GI25579@bestpractical.com>


On Tue, Jun 23, 2009 at 10:42:12AM +0200, oleg sladkoff wrote:
> Hi,
> 
> I currently use 3.6.x 
> Does anyone know how long it will be supported ?

That depends on what you mean.  RT 3.6 will never see another feature,
bug fix or peformance improvement release.  We're likely to continue to
release security fixes for quite a while -- at least the next 12 months.

If you're paying Best Practical for support and need to continue to use
3.6, a specific EOL date for your organization is negotiable.

Best,
Jesse


From falcone at bestpractical.com  Fri Jun 26 14:14:28 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 26 Jun 2009 14:14:28 -0400
Subject: [rt-users] Child Links in Search Results
In-Reply-To: <008001c9f657$e9bc28e0$ad00000a@SNPHQ005>
References: <008001c9f657$e9bc28e0$ad00000a@SNPHQ005>
Message-ID: <43E4CF0D-4C41-469A-BB41-8E8514387E7F@bestpractical.com>

On Jun 26, 2009, at 8:22 AM, David Donachie wrote:

> Okay, I'll try asking again :)
>
> Is there any way, in 3.6.3, to get child links in search results to
> show ticket names (and status?) instead of just ticket number
>
> Currently the child tickets are shown using the __Children__ token, is
> there a way to get that to show names?
>

You want to use the callbacks in Elements/RT__Ticket/ColumnMap
to override the Children entry (use Data::Dumper to see the current
entry) with something more verbose.  The actual code run is generated
at the top of ColumnMap

-kevin


From justin at myri.com  Fri Jun 26 15:21:38 2009
From: justin at myri.com (Justin Pratt)
Date: Fri, 26 Jun 2009 15:21:38 -0400
Subject: [rt-users] Duplicate notifications on merge ticket?
Message-ID: <4A451FC2.4050305@myri.com>

RT 3.8.1 - I am trying to write a scrip that sends notification to 
adminCCs when a ticket is merged. My user-defined condition is:

my $txn = $self->TransactionObj;
return 0 unless $txn->Type =~ /^AddLink$/i;
return 0 unless $txn->Field =~ /^MergedInto$/i;
... etc etc ...
return 1

However it seems that merging a ticket creates two of these 
transactions, and my notifications are sent twice. Suggestions?

Thanks,
Justin


From rt-users at iandocherty.com  Fri Jun 26 15:52:29 2009
From: rt-users at iandocherty.com (icydee)
Date: Fri, 26 Jun 2009 20:52:29 +0100
Subject: [rt-users] Duplicate notifications on merge ticket?
In-Reply-To: <4A451FC2.4050305@myri.com>
References: <4A451FC2.4050305@myri.com>
Message-ID: <4A4526FD.1000707@iandocherty.com>

Justin
Have a look at the difference between TransactionCreate and 
TransactionBatch for your scrip. I think you want TransactionBatch.

By default RT does not enable the TransactionBatch stage, you have to 
turn it on with the

Set($useTransactionBatch, 1);

in your config file.

Regards
Ian

Justin Pratt wrote:
> RT 3.8.1 - I am trying to write a scrip that sends notification to 
> adminCCs when a ticket is merged. My user-defined condition is:
>
> my $txn = $self->TransactionObj;
> return 0 unless $txn->Type =~ /^AddLink$/i;
> return 0 unless $txn->Field =~ /^MergedInto$/i;
> ... etc etc ...
> return 1
>
> However it seems that merging a ticket creates two of these 
> transactions, and my notifications are sent twice. Suggestions?
>
> 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 raanders at cyber-office.net  Fri Jun 26 16:38:15 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Fri, 26 Jun 2009 13:38:15 -0700
Subject: [rt-users] Extracting Custom Fields from Email
In-Reply-To: <4A440691.7020908@cyber-office.net>
References: <4A440691.7020908@cyber-office.net>
Message-ID: <4A4531B7.9030107@cyber-office.net>

Roderick A. Anderson wrote:
> Anyone one have a set of instructions (I've looked at and tried the 
> wiki, read the Harrier book for some background, and tried several 
> configurations) for setting up RT to _process_ the custom fields out of 
> an email.

Turns out it was a mistake on my part.  I kept sending to the wrong 
queue/email address.

Works now.


\\||/
Rod
-- 
<snip />



From rt-users at iandocherty.com  Sat Jun 27 04:48:28 2009
From: rt-users at iandocherty.com (icydee)
Date: Sat, 27 Jun 2009 09:48:28 +0100
Subject: [rt-users] Documentation for RT REST API
In-Reply-To: <4A45001F.7050807@iandocherty.com>
References: <4A45001F.7050807@iandocherty.com>
Message-ID: <4A45DCDC.80408@iandocherty.com>

Hi
Well I found out that the CLI tool 'rt' is written in Perl and contains 
documentation that helps me to test the CLI, and by inference it should 
be possible to do everything I want with the REST API.

Unless I reverse engineer the API or put some monitoring on the HTTP 
requests I still can't find any complete documentation on the REST API 
unless anyone can help?

Regards
Ian

icydee wrote:
> Hi
> I found the wiki page on the API at 
> http://wiki.bestpractical.com/view/REST and I have looked at the CLI 
> page and played with the CLI interface.
> 
> It seems to me that the REST API is missing a lot. For example I don't 
> see any way of adding an attachment through the REST API. Is this a 
> short-fall in the API or just the documentation?
> 
> I presume the documentation is missing since the CLI (which uses the 
> REST API) allows one to do more than is documented in the REST API wiki.
> 
> Where can I get documentation for what is possible through the API please?
> 
> Regards
> Ian
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 lists at niemconsult.com  Sat Jun 27 06:17:57 2009
From: lists at niemconsult.com (David Niemeijer)
Date: Sat, 27 Jun 2009 12:17:57 +0200
Subject: [rt-users] How to change display columns for "highest prioirty
	tickets I own"
Message-ID: <93637028-38FC-4314-9AAE-F1E0CE58620B@niemconsult.com>

I have search the archives and looked at the manual, but can't seem to  
figure out how I can change what columns are shown in " 10 highest  
prioirty tickets I own" on the RT at a glance page such that it  
affects all users. I was able to change it for root, but a change made  
by tapping the edit link when logged in as the root user does not seem  
to affect the RT at a glance display for any other user.

If instead I log in as an other user, click the edit link, add the  
column I want and then click save I get "no permission to set  
preferences" error. I am not sure what permissions I need to give the  
group or user to allow them to change these preferences.

In short I am unable to change it globally when logged in as root nor  
locally for an individual non-root user.

Any suggestions?

david.


From jarends at illinois.edu  Sat Jun 27 11:48:57 2009
From: jarends at illinois.edu (John Arends)
Date: Sat, 27 Jun 2009 10:48:57 -0500
Subject: [rt-users] RT Down & DBIx SearchBuilder errors
Message-ID: <69085CD6-7F0B-48AA-AB31-E46CA5EF40A8@illinois.edu>

My RT installation is very unhappy as of this morning. Most data in  
tickets shows, but correspondence and comments are not there. So I can  
see all the tickets, but if I click on one, I see all the actions, but  
none of the data.

The logs are filling up with errors like this:

Jun 27 10:42:58 rt RT: RT::Handle=HASH(0xa89f334) couldn't execute the  
query 'SELECT main.*, MAX(ObjectCustomFields_1.ObjectId)  
__special_sort_0, MIN(ObjectCustomFields_1.SortOrder) __special_sort_1  
FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1   
ON ( ObjectCustomFields_1.CustomField = main.id )  WHERE  
(main.Disabled = '0') AND (main.Name = NULL) AND  
(ObjectCustomFields_1.ObjectId = '11' OR ObjectCustomFields_1.ObjectId  
= '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction')   
GROUP BY main.id  ORDER BY __special_sort_0 DESC, __special_sort_1 ASC  
' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line  
522 	 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa89f334)',  
'SELECT main.*, MAX(ObjectCustomFields_1.ObjectId) __special_s...')  
called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line  
236 	 
DBIx::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0xafa35a4)')  
called at /opt/rt3/bin/../lib/RT/CustomFields_Overlay.pm line 168 	 
RT::CustomFie


Any idea what this might be? In the past when RT lost contact with the  
MySQL database (which is on a different host), I'd have to restart  
Apache to get the two talking again. Restarting Apache in this case  
hasn't helped.

I'm trying to determine if this is a problem with database access, or  
something wrong with my RT host.

Nobody has made any changes to anything that would have caused this.




From matthewi at wolfram.com  Sat Jun 27 14:04:41 2009
From: matthewi at wolfram.com (Matthew Isaacs)
Date: Sat, 27 Jun 2009 13:04:41 -0500
Subject: [rt-users] How to change display columns for "highest prioirty
 tickets I own"
In-Reply-To: <93637028-38FC-4314-9AAE-F1E0CE58620B@niemconsult.com>
References: <93637028-38FC-4314-9AAE-F1E0CE58620B@niemconsult.com>
Message-ID: <4A465F39.1030805@wolfram.com>

What version of RT?

In 3.8 there is a place under Configuration->Global to edit RT at a 
Glance for all users on the system.  This would replace the default, but 
still allow those users with the relevant permissions to customize their 
own.

David Niemeijer wrote:
> I have search the archives and looked at the manual, but can't seem to  
> figure out how I can change what columns are shown in " 10 highest  
> prioirty tickets I own" on the RT at a glance page such that it  
> affects all users. I was able to change it for root, but a change made  
> by tapping the edit link when logged in as the root user does not seem  
> to affect the RT at a glance display for any other user.
>
> If instead I log in as an other user, click the edit link, add the  
> column I want and then click save I get "no permission to set  
> preferences" error. I am not sure what permissions I need to give the  
> group or user to allow them to change these preferences.
>
> In short I am unable to change it globally when logged in as root nor  
> locally for an individual non-root user.
>
> Any suggestions?
>
> david.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


-- 
Matthew Isaacs
Systems Engineer
Wolfram Research, Inc.
1-217-398-0700 x3311



From jarends at illinois.edu  Sat Jun 27 14:17:54 2009
From: jarends at illinois.edu (John Arends)
Date: Sat, 27 Jun 2009 13:17:54 -0500
Subject: [rt-users] RT Down & DBIx SearchBuilder errors
In-Reply-To: <69085CD6-7F0B-48AA-AB31-E46CA5EF40A8@illinois.edu>
References: <69085CD6-7F0B-48AA-AB31-E46CA5EF40A8@illinois.edu>
Message-ID: <04841415-D364-4709-A0B6-1CE23ECDC769@illinois.edu>

Just replying to my own message in case anyone ever runs into this  
problem.

I also noticed a line like this in /var/log/messages

Jun 27 12:58:09 rt RT: DBD::mysql::st execute failed: Got error 28  
from storage engine at /usr/lib/perl5/site_perl/5.8.8/DBIx/ 
SearchBuilder/Handle.pm line 509. (/usr/lib/perl5/site_perl/5.8.8/DBIx/ 
SearchBuilder/Handle.pm:509)

It turns out "Got error 28 from storage engine" is a disk space error.  
I asked our DBA to check the MySQL server, and he said it was  
operating normally and the partition with MySQL data was not full. I  
asked about the other partitions, and he noticed /tmp was full.  
Freeing up space on /tmp made MySQL happy again.

On Jun 27, 2009, at 10:48 AM, John Arends wrote:

> My RT installation is very unhappy as of this morning. Most data in
> tickets shows, but correspondence and comments are not there. So I can
> see all the tickets, but if I click on one, I see all the actions, but
> none of the data.
>
> The logs are filling up with errors like this:
>
> Jun 27 10:42:58 rt RT: RT::Handle=HASH(0xa89f334) couldn't execute the
> query 'SELECT main.*, MAX(ObjectCustomFields_1.ObjectId)
> __special_sort_0, MIN(ObjectCustomFields_1.SortOrder) __special_sort_1
> FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1
> ON ( ObjectCustomFields_1.CustomField = main.id )  WHERE
> (main.Disabled = '0') AND (main.Name = NULL) AND
> (ObjectCustomFields_1.ObjectId = '11' OR ObjectCustomFields_1.ObjectId
> = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction')
> GROUP BY main.id  ORDER BY __special_sort_0 DESC, __special_sort_1 ASC
> ' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line
> 522 	
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa89f334)',
> 'SELECT main.*, MAX(ObjectCustomFields_1.ObjectId) __special_s...')
> called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line
> 236 	
> DBIx::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0xafa35a4)')
> called at /opt/rt3/bin/../lib/RT/CustomFields_Overlay.pm line 168 	
> RT::CustomFie
>
>
> Any idea what this might be? In the past when RT lost contact with the
> MySQL database (which is on a different host), I'd have to restart
> Apache to get the two talking again. Restarting Apache in this case
> hasn't helped.
>
> I'm trying to determine if this is a problem with database access, or
> something wrong with my RT host.
>
> Nobody has made any changes to anything that would have caused this.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From lists at niemconsult.com  Sun Jun 28 00:43:07 2009
From: lists at niemconsult.com (David Niemeijer)
Date: Sun, 28 Jun 2009 06:43:07 +0200
Subject: [rt-users] How to change display columns for "highest prioirty
	tickets I own"
In-Reply-To: <4A465F39.1030805@wolfram.com>
References: <93637028-38FC-4314-9AAE-F1E0CE58620B@niemconsult.com>
	<4A465F39.1030805@wolfram.com>
Message-ID: <93C34A01-9D38-47C0-A562-ECE99AC9E578@niemconsult.com>

Hi Matthew,

On Jun 27, 2009, at 8:04 PM, Matthew Isaacs wrote:
> What version of RT?

3.8.3

> In 3.8 there is a place under Configuration->Global to edit RT at a  
> Glance for all users on the system.  This would replace the default,  
> but still allow those users with the relevant permissions to  
> customize their own.

The part your refer to allows me to globally set what boxes/elements  
should be shown on the RT at a glance page, but does not seem to offer  
control over what columns are shown in the individual elements.

Do you know what the relevant permissions are to be able to edit the  
columns for the My Tickets, or other RT at a glance boxes/elements? I  
can't seem to figure that out.

david.


>
> David Niemeijer wrote:
>> I have search the archives and looked at the manual, but can't seem  
>> to  figure out how I can change what columns are shown in " 10  
>> highest  prioirty tickets I own" on the RT at a glance page such  
>> that it  affects all users. I was able to change it for root, but a  
>> change made  by tapping the edit link when logged in as the root  
>> user does not seem  to affect the RT at a glance display for any  
>> other user.
>>
>> If instead I log in as an other user, click the edit link, add the   
>> column I want and then click save I get "no permission to set   
>> preferences" error. I am not sure what permissions I need to give  
>> the  group or user to allow them to change these preferences.
>>
>> In short I am unable to change it globally when logged in as root  
>> nor  locally for an individual non-root user.
>>
>> Any suggestions?
>>
>> david.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>> Media. Buy a copy at http://rtbook.bestpractical.com
>>
>>
>
>
> -- 
> Matthew Isaacs
> Systems Engineer
> Wolfram Research, Inc.
> 1-217-398-0700 x3311
>
>



From woody at wildthingsafaris.com  Sun Jun 28 13:13:35 2009
From: woody at wildthingsafaris.com (Woody - Wild Things)
Date: Sun, 28 Jun 2009 20:13:35 +0300
Subject: [rt-users] Absolute URL in parent/child ticket links
In-Reply-To: <450EEE54-FA7E-4205-B821-83DFABEC2D56@bestpractical.com>
References: <4A2FB9CA.4010207@wildthingsafaris.com>	<4A4471B4.6000601@wildthingsafaris.com>
	<450EEE54-FA7E-4205-B821-83DFABEC2D56@bestpractical.com>
Message-ID: <4A47A4BF.2040201@wildthingsafaris.com>

Kevin Falcone wrote:
> 
> You have to locally change Elements/ShowLinks (and possibly
> URI.pm).  Because a Ticket can "Refer To" an external URI, RT
> generates full URI for every link.

Thanks Kevin,

I'd looked at ShowLinks, and then on to URI.pm, but I'm afraid the perl 
is beyond me.

I understand now why its a full URI, but I don't think I need to refer 
to external URIs. I'm sure it'd be a simple code change to remove the 
domain part of the URI, but I can't see how it gets added. Could anyone 
suggest what I should change for relative URIs only?

thanks

Woody.


From varun.vyas at elitecore.com  Mon Jun 29 01:08:19 2009
From: varun.vyas at elitecore.com (Varun Vyas)
Date: Mon, 29 Jun 2009 10:38:19 +0530
Subject: [rt-users] RT Internal Server Error
Message-ID: <4A484C43.40609@elitecore.com>

Hello All

I am facing problem from past few months. That my RT 's performance has 
degraded and frequently i am getting "Internal Server Error 500" 
whenever i try to close ticket and also tickets operations are taking 
too much time. And whenever i close any ticket frequently it gives me 
*"Internal Server Error 500". *I have tried to search solution for this 
on google but have failed to find any concrete solution*. *We have RT 
3.6.3 with oracle 9i as backend and we have 8 gigs of RAM on application 
server and 2 gigs of RAM on database server*.

*Any help is highly appriciated

-- 
Thanks & Regards
Varun Vyas
Software Engineer - Automation
Elitecore Technologies

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From guadagnino.cristiano at creval.it  Mon Jun 29 04:57:56 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 29 Jun 2009 10:57:56 +0200
Subject: [rt-users] SPAM in the wiki
Message-ID: <E715467A47D6E0479B59B4A238A4F6D80705316304@MBXCCR2.d1.bkd>

Hi all,
sorry if this is off-topic, I don't know where to send this kind of info.

I have just deleted the contents of a page in the wiki, created by user "mdjww" which was just a commercial for an online game. Since I don't know how to delete a page, it is still visible in the wiki (it contains foreign characters so I won't post the URL here because it will probably be broken). Look at the "Recent Changes" and you will undoubtedly spot it easily... you can even look at the history to see original content. I would reccommend quickly disabling the user to avoid more spam or vandalization of other wiki pages.

Hope this helps.

Bye
Cris
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From mike.peachey at jennic.com  Mon Jun 29 05:03:04 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 29 Jun 2009 10:03:04 +0100
Subject: [rt-users] SPAM in the wiki
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D80705316304@MBXCCR2.d1.bkd>
References: <E715467A47D6E0479B59B4A238A4F6D80705316304@MBXCCR2.d1.bkd>
Message-ID: <4A488348.6040902@jennic.com>

Mon 29 Jun 2009 09:57:56 GMT
Guadagnino Cristiano wrote:
> Hi all,
> 
> sorry if this is off-topic, I don't know where to send this kind of info.
> 
>  
> 
> I have just deleted the contents of a page in the wiki, created by user
> "mdjww" which was just a commercial for an online game. Since I don't
> know how to delete a page, it is still visible in the wiki (it contains
> foreign characters so I won't post the URL here because it will probably
> be broken). Look at the "Recent Changes" and you will undoubtedly spot
> it easily? you can even look at the history to see original content. I
> would reccommend quickly disabling the user to avoid more spam or
> vandalization of other wiki pages.

Please fix the spam change. Use the history to get the source of the
most recent real contents and then overwrite the page with it.

-- 
Kind Regards,

__________________________________________________

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


From guadagnino.cristiano at creval.it  Mon Jun 29 05:04:34 2009
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 29 Jun 2009 11:04:34 +0200
Subject: [rt-users] R:  SPAM in the wiki
In-Reply-To: <4A488348.6040902@jennic.com>
References: <E715467A47D6E0479B59B4A238A4F6D80705316304@MBXCCR2.d1.bkd>
	<4A488348.6040902@jennic.com>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D80705316305@MBXCCR2.d1.bkd>

Mike there was NO previous content (it is a new page), that's why I wanted to delete the page completely.

Thank you
Bye
Cris

-----Messaggio originale-----
Da: Mike Peachey [mailto:mike.peachey at jennic.com] 
Inviato: luned? 29 giugno 2009 11.03
A: Guadagnino Cristiano
Cc: RT Users
Oggetto: Re: [rt-users] SPAM in the wiki

Mon 29 Jun 2009 09:57:56 GMT
Guadagnino Cristiano wrote:
> Hi all,
> 
> sorry if this is off-topic, I don't know where to send this kind of info.
> 
>  
> 
> I have just deleted the contents of a page in the wiki, created by user
> "mdjww" which was just a commercial for an online game. Since I don't
> know how to delete a page, it is still visible in the wiki (it contains
> foreign characters so I won't post the URL here because it will probably
> be broken). Look at the "Recent Changes" and you will undoubtedly spot
> it easily. you can even look at the history to see original content. I
> would reccommend quickly disabling the user to avoid more spam or
> vandalization of other wiki pages.

Please fix the spam change. Use the history to get the source of the
most recent real contents and then overwrite the page with it.

-- 
Kind Regards,

__________________________________________________

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


From sklutch at hostile.org  Mon Jun 29 08:47:17 2009
From: sklutch at hostile.org (Simon Jester)
Date: Mon, 29 Jun 2009 12:47:17 +0000 (UTC)
Subject: [rt-users] rt-shredder - quicker method?
References: <F547661C26C5364D9FA0C481D395CCCE10689691FB@apps-1.uks.local>
	<589c94400906241012r2762dcb8te24f570aeb726097@mail.gmail.com>
Message-ID: <loom.20090629T124323-230@post.gmane.org>

Ruslan Zakirov <ruslan.zakirov <at> gmail.com> writes:

> 
> Hello,
> 
> In additon to indexes described in shredder documentation people
> suggested index on Via column in CachedGroupMembers table and said
> that it improves performance amazingly.
> 

Has anyone else noticed a marked delay in the Query Builder search page after
adding the recommended indexes?  Where it used to display in less than ~5
seconds, it's now averaging ~16 seconds.  

What have I managed to break, now?

Simon





From jesse at bestpractical.com  Mon Jun 29 08:48:30 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 29 Jun 2009 08:48:30 -0400
Subject: [rt-users] Queue Based Status
In-Reply-To: <77f48c0d0906170809n3b4915d0t4f7c7094d792b927@mail.gmail.com>
References: <77f48c0d0906170809n3b4915d0t4f7c7094d792b927@mail.gmail.com>
Message-ID: <20090629124830.GX25579@bestpractical.com>




On Wed, Jun 17, 2009 at 11:09:21AM -0400, Burton Simonds wrote:
> Is it possible to have a different set of statuses for different
> queues?  I know I could just create a different field, but if it is
> possible I would just rather use built in.

This is something we've built out for RT4. We have a prototype
implementation we're working on for RT 3.8 for a client, but it's not
something we've released publicly.


From isaac at purdue.edu  Mon Jun 29 10:01:26 2009
From: isaac at purdue.edu (Vetter, Isaac A)
Date: Mon, 29 Jun 2009 10:01:26 -0400
Subject: [rt-users] Search's ticket count includes tickets I don't have
	permission to view
Message-ID: <C66E4176.8CBE%isaac@exchange.purdue.edu>

Hi All;

We run multiple queues for a few self-contained IT groups.  These groups do
not have permissions to one another's queues.

One of these groups reported that ticket count (and pagination!) resulting
from a search occurs before the tickets are filtered on permission to view.

Here's a nice first-person summary:

> I just did a search for "mail", it reported "Found 192 tickets" and only
> displayed six items on the first page, one on the second, none on the
> third page, and none on the fourth page.  7 != 192


We're running 3.6.5 on Ubuntu. I've read through some of the changelogs on
the blog, but didn't see anything about this issue.

Can someone tell me if this problem has already been addressed in 3.6.6-7 or
3.8? Alternatively, are you experiencing this same issue in one of these
versions?

Much Thanks,

Isaac Vetter
College of Science
Purdue University



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From collison.chris at hotmail.com  Mon Jun 29 10:59:51 2009
From: collison.chris at hotmail.com (Chris Collison)
Date: Mon, 29 Jun 2009 09:59:51 -0500
Subject: [rt-users] Template/Scrip Setup
Message-ID: <BLU112-W3887D61519EB2EE0F066195300@phx.gbl>


So what I'm looking to do is send an on-call rep a text message(via email address) when a
certain type of ticket is created in the queue.  That part of the
system is currently functional.  However, it currently only sends the
subject to the on-call rep and this isn't enough information. The
desired behavior is to get the users create message(at least the first
150 chars or so) attached to the message also.

The current template is:


--------------------------------------
To: {$Ticket->OwnerObj->FreeformContactInfo}
Subject: [Severity 2]

{$Ticket->Subject}


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

So getting to what I want requires using the Transaction object I'm pretty sure.

I was thinking along the lines of adding something like this:

------------------------------------
{substr($Transaction->Message, 0,160}

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

Anyone else done this before? Also does inline perl work in templates? Any help/feedback would be appreciated, thanks!



~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
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From mikedawg at gmail.com  Mon Jun 29 11:01:35 2009
From: mikedawg at gmail.com (Mike Harris)
Date: Mon, 29 Jun 2009 08:01:35 -0700
Subject: [rt-users] Disable WYSIWYG Editor
Message-ID: <5268af340906290801k33fd701bla8ddf16162bccef1@mail.gmail.com>

I found a previous post from lwebb from April or so, asking how to
permanently disable the WYSIWYG editor, and there weren't any
responses to him.

I too, would like to disable users from changing to the WYSIWYG
editor.  I found the RT_SiteConfig.pm option:   Set(
$MessageBoxRichText, 0);   however, that just sets the default option,
and users can still change this option.  Is there a way to
administratively disable it.

Thanks

Mike

-- 
Mike


From ruslan.zakirov at gmail.com  Mon Jun 29 11:58:53 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 29 Jun 2009 19:58:53 +0400
Subject: [rt-users] rt-shredder - quicker method?
In-Reply-To: <loom.20090629T124323-230@post.gmane.org>
References: <F547661C26C5364D9FA0C481D395CCCE10689691FB@apps-1.uks.local>
	<589c94400906241012r2762dcb8te24f570aeb726097@mail.gmail.com>
	<loom.20090629T124323-230@post.gmane.org>
Message-ID: <589c94400906290858g519a6032q6f2b518c5b50d48a@mail.gmail.com>

I'm pretty sure you have a slow query in the log of slow queries.

It happens on mysql when version of the server is older than 5.0.45,
cuz a query RT runs to build owners may slowdown because of mysql's
optimizer bug. Even on 5.0.45+ some indexes changes may be required to
improve situation.

If you're not eperienced in optimizing mysql then you can drop indexes
on CachedGroupMembers table that starts from MemberId column.

On Mon, Jun 29, 2009 at 4:47 PM, Simon Jester<sklutch at hostile.org> wrote:
> Ruslan Zakirov <ruslan.zakirov <at> gmail.com> writes:
>
>>
>> Hello,
>>
>> In additon to indexes described in shredder documentation people
>> suggested index on Via column in CachedGroupMembers table and said
>> that it improves performance amazingly.
>>
>
> Has anyone else noticed a marked delay in the Query Builder search page after
> adding the recommended indexes? ?Where it used to display in less than ~5
> seconds, it's now averaging ~16 seconds.
>
> What have I managed to break, now?
>
> Simon
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Mon Jun 29 13:14:37 2009
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 29 Jun 2009 10:14:37 -0700 (PDT)
Subject: [rt-users] RT 3.8.4 on FreeBSD 7.3: LDAP_SYNC_INFO Missing
In-Reply-To: <2119283491.247841246295337703.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <724393383.248121246295677095.JavaMail.root@mail-01.cse.ucsc.edu>

Hi,

I'm trying to get RT up and running on a fresh new FreeBSD 7.3 VM.  I've installed the FreeBSD RT ports, including rt-3.8.4 and p5-RT-Authen-ExternalAuth-0.08_1.  I'm configured for LDAP integration and I can get to the home page, but when I go to log in, I get these in my error log:

----------
Apache2::RequestIO::rflush: (53) Software caused connection abort at /usr/local/lib/perl5/site_perl/5.8.9/HTML/Mason/ApacheHandler.pm line 1020 (/usr/local/bin/webmux.pl:165)

"LDAP_SYNC_INFO" is not exported by the Net::LDAP::Constant module at /usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP/Intermediate.pm line 10 (/usr/local/lib/perl5/5.8.9/Carp.pm:46)
----------

After I get that error message, if I do a "ctrl-reload" in Firefox to re-post my login request to the server, it does let me in.  So, it seems that the missing LDAP_SYNC_INFO either comes and goes, or is not needed for every request.

In addition to the trace back that comes up in my browser when I get the two errors listed above, I also occasionally get this error in my browser, accompanied by another ""LDAP_SYNC_INFO" is not exported" in the server log:

----------
Can't locate object method "new" via package "Net::LDAP::Search" at /usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP.pm line 257. 
----------

I found one thread on Google that talks about this problem from February, but that thread did not offer a conclusion.  I also used Google to search the RT archives for "LDAP_SYNC_INFO" but came up empty-handed.

I did a cvsup of my ports tree and re-installed (via portupgrade) RT and the ExternalAuth module just to be sure I didn't his a transient bug, but I'm still getting those errors.

Can anyone shed some light on this bug for me?

Tim Gustafson
BSOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
831-459-5354



From raanders at cyber-office.net  Mon Jun 29 14:00:16 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Mon, 29 Jun 2009 11:00:16 -0700
Subject: [rt-users] Version 2.0.15 feature - 25 highest priority tickets I
	requested..
Message-ID: <4A490130.60502@cyber-office.net>

I finished the migration from 2.0.15 to 3.8.4 and all seems to be 
working well but ... have a user (actually the boss) asking where the 
entry for "25 highest priority tickets I requested.." went.

I don't see anything that seems similar in 3.8.4 nor anything in the 
Harrier book or on the wiki.  Nothing much useful searching with Google 
either.

If this have been covered/discussed before point me to the month and 
year (or message) and I'll figure it out.  Otherwise any suggestions, 
thoughts, or ideas are appreciated.

How to get  "25 highest priority tickets I requested.." on the "RT at a 
glance page."


\\||/
Rod
-- 


From toml at bitstatement.net  Mon Jun 29 14:05:33 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 29 Jun 2009 11:05:33 -0700
Subject: [rt-users] Documentation for RT REST API
In-Reply-To: <4A45DCDC.80408@iandocherty.com>
References: <4A45001F.7050807@iandocherty.com> <4A45DCDC.80408@iandocherty.com>
Message-ID: <4A49026D.3060701@bitstatement.net>

I add attachments through the REST API.  Unfortunately its not well
documented, I had to read the source code from the CLI myself to figure out
how to make it work, at least for the storing of attachments.  I had to deduce
the encoding parts in order to get attachments out without making two HTTP calls.

I wrote what I learned into a convenience library for ruby called rt-client.
It's available on rubyforge and you can install it with "gem install
rt-client" if you are a ruby person.  I think the ruby code is a lot easier to
decipher than the perl, and thus possibly serves as better documentation, at
least for the parts I coded.  There may be even more to the API that I haven't
figured out yet, but what I've done will at least get you attachments.

http://rt-client.rubyforge.org/ for the documentation on my library, and to
figure out the REST interface for attachments read the source.  The storing of
attachments is done in the compose() method, and the reading of them in
get_attachment().

icydee wrote:
> Hi
> Well I found out that the CLI tool 'rt' is written in Perl and contains 
> documentation that helps me to test the CLI, and by inference it should 
> be possible to do everything I want with the REST API.
> 
> Unless I reverse engineer the API or put some monitoring on the HTTP 
> requests I still can't find any complete documentation on the REST API 
> unless anyone can help?
> 
> Regards
> Ian
> 
> icydee wrote:
>> Hi
>> I found the wiki page on the API at 
>> http://wiki.bestpractical.com/view/REST and I have looked at the CLI 
>> page and played with the CLI interface.
>>
>> It seems to me that the REST API is missing a lot. For example I don't 
>> see any way of adding an attachment through the REST API. Is this a 
>> short-fall in the API or just the documentation?
>>
>> I presume the documentation is missing since the CLI (which uses the 
>> REST API) allows one to do more than is documented in the REST API wiki.
>>
>> Where can I get documentation for what is possible through the API please?
>>
>> Regards
>> Ian
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From ruslan.zakirov at gmail.com  Mon Jun 29 14:18:13 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 29 Jun 2009 22:18:13 +0400
Subject: [rt-users] Version 2.0.15 feature - 25 highest priority tickets
	I requested..
In-Reply-To: <4A490130.60502@cyber-office.net>
References: <4A490130.60502@cyber-office.net>
Message-ID: <589c94400906291118r4ad1a47fqfb6ca38e96d4ef66@mail.gmail.com>

Build a query in the query builder using buttons or advanced:

(Status = 'open' OR Status = 'new') AND Requestor.id = '__CurrentUser__'

Save this query at system level. Add this query to the RT at glance of
all users using UI->Configuration->RT At Glance.

I think this should work.

On Mon, Jun 29, 2009 at 10:00 PM, Roderick A.
Anderson<raanders at cyber-office.net> wrote:
> I finished the migration from 2.0.15 to 3.8.4 and all seems to be
> working well but ... have a user (actually the boss) asking where the
> entry for "25 highest priority tickets I requested.." went.
>
> I don't see anything that seems similar in 3.8.4 nor anything in the
> Harrier book or on the wiki. ?Nothing much useful searching with Google
> either.
>
> If this have been covered/discussed before point me to the month and
> year (or message) and I'll figure it out. ?Otherwise any suggestions,
> thoughts, or ideas are appreciated.
>
> How to get ?"25 highest priority tickets I requested.." on the "RT at a
> glance page."
>
>
> \\||/
> 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
>



-- 
Best regards, Ruslan.


From wtopping at sigma-micro.com  Mon Jun 29 14:53:29 2009
From: wtopping at sigma-micro.com (Wes Topping)
Date: Mon, 29 Jun 2009 14:53:29 -0400
Subject: [rt-users] Problem with RT-Authen-ExternalAuth when a CN name has a
	comma in it
Message-ID: <63D29FCECF7A604B844A77E800FB625007DF940B@smtssves.sigma-micro.com>

I am not sure what is happening here. All I know is that if a user in AD
is created without a comma in the container name they log in just fine.
When someone that does have a comma in their CN name tries to
authenticate this is what happens.

 

[Fri Jun 26 20:29:58 2009] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:64)

[Fri Jun 26 20:29:58 2009] [debug]: Calling UserExists with $username
(smellring) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:105)

[Fri Jun 26 20:29:58 2009] [debug]: UserExists params:

username: smellring , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:274)

[Fri Jun 26 20:29:58 2009] [debug]: LDAP Search ===  Base:
DC=starkbrosfulfillment,DC=com == Filter:
(&(objectClass=*)(sAMAccountName=smellring)) == Attrs:
l,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAM
AccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:304)

[Fri Jun 26 20:29:58 2009] [debug]: Password validation required for
service - Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:155)

[Fri Jun 26 20:29:58 2009] [debug]: Trying external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:16)

[Fri Jun 26 20:29:58 2009] [debug]: LDAP Search ===  Base:
DC=starkbrosfulfillment,DC=com == Filter:
(&(sAMAccountName=smellring)(objectClass=*)) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:43)

[Fri Jun 26 20:29:58 2009] [debug]: Found LDAP DN: CN=Mellring\, Scott
A.,OU=IS,OU=Users,OU=HQ,DC=starkbrosfulfillment,DC=com
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:75)

[Fri Jun 26 20:29:58 2009] [debug]: LDAP Search ===  Base:
DC=starkbrosfulfillment,DC=com == Filter: (member=CN=Mellring, Scott
A.,OU=IS,OU=Users,OU=HQ,DC=starkbrosfulfillment,DC=com) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:100)

[Fri Jun 26 20:29:58 2009] [info]: My_LDAP AUTH FAILED: smellring
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:127)

[Fri Jun 26 20:29:58 2009] [debug]: LDAP password validation result: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:334)

[Fri Jun 26 20:29:58 2009] [debug]: Password Validation Check Result:  0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:159)

[Fri Jun 26 20:29:58 2009] [debug]: Autohandler called ExternalAuth.
Response: (0, Password Invalid)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu
th/autohandler/Auth:26)

[Fri Jun 26 20:29:58 2009] [error]: FAILED LOGIN for smellring from
10.31.4.90 (/opt/rt3/share/html/autohandler:268)

 

 

The password is valid. 

 

Even though the authentication fails the user is created in RT.

 

Any ideas would be greatly appreciated. 

 

 

 

 

Wes Topping
Director of Enterprise Technology

317.713.8687

317.631.6585 fax
wtopping at sigma-micro.com <mailto:email at sigma-micro.com>  

 

www.sigma-micro.com <http://www.sigma-micro.com/> 

 

 



 

Sigma Micro LLC, 6720 Parkdale Place, Indianapolis, IN 46254

	
	
Confidentiality Notice
<http://www.sigma-micro.com/emailconfidentialitynotice.shtml> 

 

 

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From raanders at cyber-office.net  Mon Jun 29 15:10:21 2009
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Mon, 29 Jun 2009 12:10:21 -0700
Subject: [rt-users] Version 2.0.15 feature - 25 highest priority tickets
 I requested..
In-Reply-To: <589c94400906291118r4ad1a47fqfb6ca38e96d4ef66@mail.gmail.com>
References: <4A490130.60502@cyber-office.net>
	<589c94400906291118r4ad1a47fqfb6ca38e96d4ef66@mail.gmail.com>
Message-ID: <4A49119D.8090003@cyber-office.net>

Ruslan Zakirov wrote:
> Build a query in the query builder using buttons or advanced:
> 
> (Status = 'open' OR Status = 'new') AND Requestor.id = '__CurrentUser__'
> 
> Save this query at system level. Add this query to the RT at glance of
> all users using UI->Configuration->RT At Glance.

Great.  I tried something similar but missed the advanced button/link 
and the query builder wasn't playing nice for me.

The Requestor.id and __CurrentUser__ make sense but it has been too long 
(4+ years) since I had to do anything _fancy_ with RT so I'd would have 
been asking about them also.  :-)

Thanks Ruslan.


\\||/
Rod
-- 
> 
> I think this should work.
> 
> On Mon, Jun 29, 2009 at 10:00 PM, Roderick A.
> Anderson<raanders at cyber-office.net> wrote:
>> I finished the migration from 2.0.15 to 3.8.4 and all seems to be
>> working well but ... have a user (actually the boss) asking where the
>> entry for "25 highest priority tickets I requested.." went.
>>
>> I don't see anything that seems similar in 3.8.4 nor anything in the
>> Harrier book or on the wiki.  Nothing much useful searching with Google
>> either.
>>
>> If this have been covered/discussed before point me to the month and
>> year (or message) and I'll figure it out.  Otherwise any suggestions,
>> thoughts, or ideas are appreciated.
>>
>> How to get  "25 highest priority tickets I requested.." on the "RT at a
>> glance page."
>>
>>
>> \\||/
>> 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
>>
> 
> 
> 



From matthew.seaman at thebunker.net  Mon Jun 29 15:42:08 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Mon, 29 Jun 2009 20:42:08 +0100
Subject: [rt-users] RT 3.8.4 on FreeBSD 7.3: LDAP_SYNC_INFO Missing
In-Reply-To: <724393383.248121246295677095.JavaMail.root@mail-01.cse.ucsc.edu>
References: <724393383.248121246295677095.JavaMail.root@mail-01.cse.ucsc.edu>
Message-ID: <4A491910.9040500@thebunker.net>

Tim Gustafson wrote:
> Hi,
> 
> I'm trying to get RT up and running on a fresh new FreeBSD 7.3 VM.  I've installed the FreeBSD RT ports, including rt-3.8.4 and p5-RT-Authen-ExternalAuth-0.08_1.  I'm configured for LDAP integration and I can get to the home page, but when I go to log in, I get these in my error log:
                                                             ^^^                                                
Can I borrow your time machine?
> 
> ----------
> Apache2::RequestIO::rflush: (53) Software caused connection abort at /usr/local/lib/perl5/site_perl/5.8.9/HTML/Mason/ApacheHandler.pm line 1020 (/usr/local/bin/webmux.pl:165)
> 
> "LDAP_SYNC_INFO" is not exported by the Net::LDAP::Constant module at /usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP/Intermediate.pm line 10 (/usr/local/lib/perl5/5.8.9/Carp.pm:46)
> ----------
> 
> After I get that error message, if I do a "ctrl-reload" in Firefox to re-post my login request to the server, it does let me in.  So, it seems that the missing LDAP_SYNC_INFO either comes and goes, or is not needed for every request.
> 
> In addition to the trace back that comes up in my browser when I get the two errors listed above, I also occasionally get this error in my browser, accompanied by another ""LDAP_SYNC_INFO" is not exported" in the server log:
> 
> ----------
> Can't locate object method "new" via package "Net::LDAP::Search" at /usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP.pm line 257. 
> ----------
> 
> I found one thread on Google that talks about this problem from February, but that thread did not offer a conclusion.  I also used Google to search the RT archives for "LDAP_SYNC_INFO" but came up empty-handed.
> 
> I did a cvsup of my ports tree and re-installed (via portupgrade) RT and the ExternalAuth module just to be sure I didn't his a transient bug, but I'm still getting those errors.
> 
> Can anyone shed some light on this bug for me?

It's a bug in Net::LDAP -- has been reported to the Perl package maintainer, and
he came up with a fix which he said would be part of the next release.  However,
that release hasn't happened yet.  In the mean time, try replacing 

/usr/local/lib/perl5/site_perl/5.10.0/Net/LDAP/Constant.pm

with the attached version. (or 5.8.9 if that's the version of perl you're using)

	Cheers,

	Matthew

-- 
Dr Matthew Seaman                     The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers            Marshborough Rd
Tel: +44 1304 814890                  Sandwich
Fax: +44 1304 814899                  Kent, CT13 0PL, UK
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From tjg at soe.ucsc.edu  Mon Jun 29 17:05:59 2009
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 29 Jun 2009 14:05:59 -0700 (PDT)
Subject: [rt-users] RT 3.8.4 on FreeBSD 7.3: LDAP_SYNC_INFO Missing
In-Reply-To: <4A491910.9040500@thebunker.net>
Message-ID: <1009646917.254461246309559709.JavaMail.root@mail-01.cse.ucsc.edu>

> Can I borrow your time machine?

NO!  It's MINE!

> It's a bug in Net::LDAP -- has been reported to the Perl
> package maintainer, and he came up with a fix which he
> said would be part of the next release.  However, that
> release hasn't happened yet.  In the mean time, try
> replacing 
> /usr/local/lib/perl5/site_perl/5.10.0/Net/LDAP/Constant.pm
> with the attached version. (or 5.8.9 if that's the version
> of perl you're using)

Awesome, that seems to have done the trick.  Thanks!

Tim Gustafson
BSOE Webmaster
UC Santa Cruz
tjg at soe.ucsc.edu
831-459-5354


From kailas at xitome.com  Mon Jun 29 23:17:48 2009
From: kailas at xitome.com (Kailas Narendran)
Date: Mon, 29 Jun 2009 23:17:48 -0400
Subject: [rt-users] mailgate issue - "Could Not Load Valid User"
Message-ID: <1d9c131c0906292017q11d54b34ndb2536b70f335f8f@mail.gmail.com>

Hi, I'm trying to get mailgate and mail integration to work on my RT
installation.

When I issue the following command :

(echo Subject: test; echo; echo test) | rt-mailgate --queue General --url
http://myserver.org/rt --action correspond

I get this error in my apache error log:

Could not record email: Could not load a valid user
(/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:75)

I found a mailthread that indicated this could be caused by the queue not
allowing "Everyone" to create tickets.  I set that option and it still gives
me the same error.

Any help would be greatly appreciated.

thanks.

-k
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From varun.vyas at elitecore.com  Tue Jun 30 02:08:43 2009
From: varun.vyas at elitecore.com (Varun Vyas)
Date: Tue, 30 Jun 2009 11:38:43 +0530
Subject: [rt-users] RT Query Logging
Message-ID: <4A49ABEB.5080503@elitecore.com>

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




From rfh at vialtus.com  Tue Jun 30 04:19:22 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 30 Jun 2009 09:19:22 +0100
Subject: [rt-users] RT Query Logging
In-Reply-To: <4A49ABEB.5080503@elitecore.com>
References: <4A49ABEB.5080503@elitecore.com>
Message-ID: <4A49CA8A.1040406@vialtus.com>

 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
>
>   


From rfh at vialtus.com  Tue Jun 30 04:59:51 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 30 Jun 2009 09:59:51 +0100
Subject: [rt-users] RT Query Logging
In-Reply-To: <4A49CCB8.2000803@elitecore.com>
References: <4A49ABEB.5080503@elitecore.com> <4A49CA8A.1040406@vialtus.com>
	<4A49CCB8.2000803@elitecore.com>
Message-ID: <4A49D407.2040107@vialtus.com>

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
>>>
>>>   
>>>       
>>     
>
>
>   


From rfh at vialtus.com  Tue Jun 30 05:20:33 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 30 Jun 2009 10:20:33 +0100
Subject: [rt-users] RT Query Logging
In-Reply-To: <4A49D681.1010200@elitecore.com>
References: <4A49ABEB.5080503@elitecore.com> <4A49CA8A.1040406@vialtus.com>
	<4A49CCB8.2000803@elitecore.com> <4A49D407.2040107@vialtus.com>
	<4A49D681.1010200@elitecore.com>
Message-ID: <4A49D8E1.1020205@vialtus.com>

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
>>>>>
>>>>>         
>>>>>           
>>>>     
>>>>         
>>>   
>>>       
>>     
>
>
>   


From varun.vyas at elitecore.com  Tue Jun 30 05:28:18 2009
From: varun.vyas at elitecore.com (Varun Vyas)
Date: Tue, 30 Jun 2009 14:58:18 +0530
Subject: [rt-users] RT Query Logging
In-Reply-To: <4A49D8E1.1020205@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>
Message-ID: <4A49DAB2.20400@elitecore.com>

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 varun.vyas at elitecore.com  Tue Jun 30 05:30:33 2009
From: varun.vyas at elitecore.com (Varun Vyas)
Date: Tue, 30 Jun 2009 15:00:33 +0530
Subject: [rt-users] RT Query Logging
In-Reply-To: <4A49D8E1.1020205@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>
Message-ID: <4A49DB39.1010605@elitecore.com>

And can you can tell me what kind of maintainance you have done on 
application side i.e RT side to enhance its performance and what kind of 
tweaks you have applied in apache configuration file and 
RT_SiteConfig.pm file

Thanks In Advance

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 rfh at vialtus.com  Tue Jun 30 05:42:16 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 30 Jun 2009 10:42:16 +0100
Subject: [rt-users] RT Query Logging
In-Reply-To: <4A49DAB2.20400@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>
Message-ID: <4A49DDF8.2090407@vialtus.com>

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
>>>>>>>
>>>>>>>                   
>>>>>>>               
>>>>>>             
>>>>>>             
>>>>>         
>>>>>           
>>>>     
>>>>         
>>>   
>>>       
>>     
>
>
>   


From r.m.guerrero at usit.uio.no  Tue Jun 30 08:58:46 2009
From: r.m.guerrero at usit.uio.no (Rafael Martinez)
Date: Tue, 30 Jun 2009 14:58:46 +0200
Subject: [rt-users] Problems with RT 3.8.2 - SQL bugs
Message-ID: <4A4A0C06.6040000@usit.uio.no>

Hello

We have found two bugs in the SQL statements sent to the database
(RT-3.8.2 / postgreSQL 8.3.7).

1) The first one gives us the wrong result when generating the
statistics graph for a queue (grouped by Status).

The problem is that it used DISTINCT outside the aggregate function
count(). This way the SQL does not 'throw away' identical rows as is
intended.

Insteed of using:
---------------------------------------------
SELECT
DISTINCT COUNT(main.id) AS id,
main.STATUS AS STATUS
FROM Tickets main
---------------------------------------------

it should use:
---------------------------------------------
SELECT
COUNT(DISTINCT main.id) AS id,
main.STATUS AS STATUS
FROM Tickets main
---------------------------------------------

to return the correct result.

The SQL query is:
--------------------------------------------------------------------
SELECT DISTINCT COUNT(main.id) AS id, main.Status AS status FROM Tickets
main JOIN Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' )
AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers
CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = '8064' ) AND
( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (main.Status !=
'deleted') AND (main.Queue = '6' AND  ( main.Status = 'open' OR
main.Status = 'new' )  AND  (  ( main.Queue = '8' OR main.Queue = '1' OR
main.Queue = '26' OR main.Queue = '13' OR main.Queue = '16' OR
main.Queue = '17' OR main.Queue = '20' OR main.Queue = '18' OR
main.Queue = '15' OR main.Queue = '14' OR main.Queue = '19' OR
main.Queue = '21' OR main.Queue = '22' OR main.Queue = '12' OR
main.Queue = '39' OR main.Queue = '31' OR main.Queue = '37' OR
main.Queue = '29' OR main.Queue = '28' OR main.Queue = '3' OR main.Queue
= '41' OR main.Queue = '27' OR main.Queue = '23' OR main.Queue = '25' OR
main.Queue = '30' OR main.Queue = '38' OR main.Queue = '35' OR
main.Queue = '4' OR main.Queue = '40' OR main.Queue = '6' OR main.Queue
= '33' OR main.Queue = '11' OR main.Queue = '34' OR main.Queue = '10' OR
main.Queue = '42' OR main.Queue = '43' OR main.Queue = '9' OR main.Queue
= '44' OR main.Queue = '45' OR main.Queue = '47' OR main.Queue = '48' OR
main.Queue = '49' OR main.Queue = '50' OR main.Queue = '51' OR
main.Queue = '56' OR main.Queue = '57' OR main.Queue = '58' OR
main.Queue = '66' OR main.Queue = '68' OR main.Queue = '67' OR
main.Queue = '71' OR main.Queue = '80' OR main.Queue = '83' OR
main.Queue = '92' OR main.Queue = '94' OR main.Queue = '93' OR
main.Queue = '97' OR main.Queue = '103' OR main.Queue = '104' OR
main.Queue = '106' OR main.Queue = '112' OR main.Queue = '115' OR
main.Queue = '116' OR main.Queue = '126' OR main.Queue = '127' OR
main.Queue = '53' OR main.Queue = '138' OR main.Queue = '96' OR
main.Queue = '150' OR main.Queue = '161' OR main.Queue = '162' OR
main.Queue = '163' )  OR  ( CachedGroupMembers_2.MemberId IS NOT NULL
AND Groups_1.Type = 'Requestor' )  OR  ( CachedGroupMembers_2.MemberId
IS NOT NULL AND Groups_1.Type = 'Cc' )  OR  (
CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Type = 'AdminCc'
)  ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)
GROUP BY main.Status
--------------------------------------------------------------------


2) The second one throws this error when executed:

"ERROR:  column "users_2.name" must appear in the GROUP BY clause or be
used in an aggregate function"

Not difficult to understand when it uses:
---------------------------------------------
SELECT DISTINCT COUNT(main.id) AS id, Users_2.Name AS col1
.....
.....
GROUP BY Users_1.Name
---------------------------------------------

Insteed, it should use "GROUP BY Users_2.Name" or "Users_1.Name AS
col1". You should know the correct fix, I have not analyze what the SQL
tries to do.

The SQL query is:
--------------------------------------------------------------------
 SELECT DISTINCT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets
main LEFT JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN
Users Users_1  ON ( Users_1.id = main.Owner ) JOIN Groups Groups_3  ON (
Groups_3.Domain = 'RT::Ticket-Role' ) AND ( Groups_3.Instance = main.id
) LEFT JOIN CachedGroupMembers CachedGroupMembers_4  ON (
CachedGroupMembers_4.MemberId = '336890' ) AND (
CachedGroupMembers_4.GroupId = Groups_3.id )  WHERE (main.Status !=
'deleted') AND (main.Queue = '40' AND  ( main.Status = 'open' OR
main.Status = 'new' OR main.Status = 'stalled' )  AND  (  ( main.Queue =
'8' OR main.Queue = '1' OR main.Queue = '26' OR main.Queue = '13' OR
main.Queue = '16' OR main.Queue = '17' OR main.Queue = '20' OR
main.Queue = '18' OR main.Queue = '15' OR main.Queue = '14' OR
main.Queue = '19' OR main.Queue = '21' OR main.Queue = '22' OR
main.Queue = '12' OR main.Queue = '39' OR main.Queue = '31' OR
main.Queue = '37' OR main.Queue = '29' OR main.Queue = '28' OR
main.Queue = '3' OR main.Queue = '41' OR main.Queue = '27' OR main.Queue
= '23' OR main.Queue = '25' OR main.Queue = '30' OR main.Queue = '38' OR
main.Queue = '35' OR main.Queue = '4' OR main.Queue = '40' OR main.Queue
= '6' OR main.Queue = '33' OR main.Queue = '11' OR main.Queue = '34' OR
main.Queue = '10' OR main.Queue = '42' OR main.Queue = '43' OR
main.Queue = '44' OR main.Queue = '45' OR main.Queue = '47' OR
main.Queue = '48' OR main.Queue = '49' OR main.Queue = '50' OR
main.Queue = '51' OR main.Queue = '56' OR main.Queue = '57' OR
main.Queue = '58' OR main.Queue = '66' OR main.Queue = '68' OR
main.Queue = '67' OR main.Queue = '71' OR main.Queue = '80' OR
main.Queue = '83' OR main.Queue = '92' OR main.Queue = '94' OR
main.Queue = '93' OR main.Queue = '97' OR main.Queue = '103' OR
main.Queue = '104' OR main.Queue = '106' OR main.Queue = '112' OR
main.Queue = '115' OR main.Queue = '116' OR main.Queue = '126' OR
main.Queue = '127' OR main.Queue = '53' OR main.Queue = '138' OR
main.Queue = '96' OR main.Queue = '150' OR main.Queue = '161' OR
main.Queue = '162' OR main.Queue = '163' )  OR  (
CachedGroupMembers_4.MemberId IS NOT NULL AND Groups_3.Type =
'Requestor' )  OR  ( CachedGroupMembers_4.MemberId IS NOT NULL AND
Groups_3.Type = 'Cc' )  OR  ( CachedGroupMembers_4.MemberId IS NOT NULL
AND Groups_3.Type = 'AdminCc' )  ) ) AND (main.Type = 'ticket') AND
(main.EffectiveId = main.id)  GROUP BY Users_1.Name
--------------------------------------------------------------------

Do you need more information to fix them?

regards,
-- 
 Rafael Martinez, <r.m.guerrero at usit.uio.no>
 Center for Information Technology Services
 University of Oslo, Norway

 PGP Public Key: http://folk.uio.no/rafael/


From james.bromberger at vibrantmedia.com  Tue Jun 30 12:15:26 2009
From: james.bromberger at vibrantmedia.com (James Bromberger)
Date: Tue, 30 Jun 2009 17:15:26 +0100
Subject: [rt-users] Malformed mulipart POSt when using MSIE 7 with RT 3.8.4.
Message-ID: <5C5E46D223355C4DA4AC655A673FCC1C03815EF9@THHS2EXBE4X.hostedservice2.net>

Hello all,

 

I have just updated by RT to 3.8.4 (Debian package), and while I am a
Firefox user, I have just seen that using MSIE 7 is getting an empty
response at certain times, such as when updating a ticket (Update.html).
Looking at the Apache error log shows "Malformed multipart POST
(/usr/share/request-tracker3.8/libexec/webmux.pl:165)". I've not seen
this with Firefox (3.x). I have the following plug-ins installed:

 

* RTx-Statistics

* RT::CommandByMail

* Apache2::AuthenNTLM::Cookie

* RTx-Calendar

 

Does anyone know why I would get an empty response and the above error
message with MSIE? I managed to load the ticket update page
(/Ticket/Update.html?Action=Comment&id=909) but when it went to submit
the form data it bailed out.

 

Thanks,

 

  James

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From ggreene at minervanetworks.com  Tue Jun 30 14:02:31 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 30 Jun 2009 11:02:31 -0700
Subject: [rt-users] Anyone know of a few enhancements to RT...
Message-ID: <C66FA147.86EA%ggreene@minervanetworks.com>

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.

-- 
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 Jun 30 14:38:32 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Tue, 30 Jun 2009 11:38:32 -0700
Subject: [rt-users] "Modify Ticket" permissions too broad?
Message-ID: <1246387112.20758.1322891999@webmail.messagingengine.com>

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.


From falcone at bestpractical.com  Tue Jun 30 14:51:40 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 30 Jun 2009 14:51:40 -0400
Subject: [rt-users] Search's ticket count includes tickets I don't have
	permission to view
In-Reply-To: <C66E4176.8CBE%isaac@exchange.purdue.edu>
References: <C66E4176.8CBE%isaac@exchange.purdue.edu>
Message-ID: <12DE04AA-9443-462F-A656-DBA9D9B45C88@bestpractical.com>

On Jun 29, 2009, at 10:01 AM, Vetter, Isaac A wrote:

> Hi All;
>
> We run multiple queues for a few self-contained IT groups.  These  
> groups do
> not have permissions to one another's queues.
>
> One of these groups reported that ticket count (and pagination!)  
> resulting
> from a search occurs before the tickets are filtered on permission  
> to view.

If you come up to 3.8, you can use the UseSQLForACLChecks config
option to fix this.

-kevin

>
> Here's a nice first-person summary:
>
>> I just did a search for "mail", it reported "Found 192 tickets" and  
>> only
>> displayed six items on the first page, one on the second, none on the
>> third page, and none on the fourth page.  7 != 192
>
>
> We're running 3.6.5 on Ubuntu. I've read through some of the  
> changelogs on
> the blog, but didn't see anything about this issue.
>
> Can someone tell me if this problem has already been addressed in  
> 3.6.6-7 or
> 3.8? Alternatively, are you experiencing this same issue in one of  
> these
> versions?
>
> Much Thanks,
>
> Isaac Vetter
> College of Science
> Purdue University
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From change+lists.rt at nightwind.net  Tue Jun 30 14:52:38 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Tue, 30 Jun 2009 11:52:38 -0700
Subject: [rt-users] "Modify Ticket" permissions too broad?
In-Reply-To: <be7163f0906301142y6b398158m125fa5b955aff775@mail.gmail.com>
References: <1246387112.20758.1322891999@webmail.messagingengine.com>
	<be7163f0906301142y6b398158m125fa5b955aff775@mail.gmail.com>
Message-ID: <1246387958.24564.1322895461@webmail.messagingengine.com>

On Tue, 30 Jun 2009 14:42:34 -0400, "Jerrad Pierce"
<jpierce at cambridgeenergyalliance.org> said:
> Can't you assign the permission by role in Group Rights?
> I.e; Requestor can modify ticket?

Not unless there's a way to nest privileges that I'm missing (such as
Requestor who is a member of Group A), otherwise our customers will have
ModifyTicket on any tickets they create, which is not what we want.


From change+lists.rt at nightwind.net  Tue Jun 30 14:55:34 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Tue, 30 Jun 2009 11:55:34 -0700
Subject: [rt-users] "Modify Ticket" permissions too broad? [solved]
In-Reply-To: <1246387112.20758.1322891999@webmail.messagingengine.com>
References: <1246387112.20758.1322891999@webmail.messagingengine.com>
Message-ID: <1246388134.24826.1322896201@webmail.messagingengine.com>

Oh geeze, how did I miss the StrictLinkACL setting in RT_Config before
:/  Sorry folks!  That defaults to 1, setting it to 0 should take care
of this issue for me.


From falcone at bestpractical.com  Tue Jun 30 15:02:45 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 30 Jun 2009 15:02:45 -0400
Subject: [rt-users] Disable WYSIWYG Editor
In-Reply-To: <5268af340906290801k33fd701bla8ddf16162bccef1@mail.gmail.com>
References: <5268af340906290801k33fd701bla8ddf16162bccef1@mail.gmail.com>
Message-ID: <FCFAAE2F-CC2E-43BF-811A-565CE62517ED@bestpractical.com>

On Jun 29, 2009, at 11:01 AM, Mike Harris wrote:

> I found a previous post from lwebb from April or so, asking how to
> permanently disable the WYSIWYG editor, and there weren't any
> responses to him.
>
> I too, would like to disable users from changing to the WYSIWYG
> editor.  I found the RT_SiteConfig.pm option:   Set(
> $MessageBoxRichText, 0);   however, that just sets the default option,
> and users can still change this option.  Is there a way to
> administratively disable it.

You'd have to make a RT/Config_Local.pm and
tweak the MessageBoxRichText entry in %META to have
Overridable set to 0, then it won't show up as a user pref.

-kevin


From jpierce at cambridgeenergyalliance.org  Tue Jun 30 14:42:34 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 30 Jun 2009 14:42:34 -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: <be7163f0906301142y6b398158m125fa5b955aff775@mail.gmail.com>

Can't you assign the permission by role in Group Rights?
I.e; Requestor can modify ticket?

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


From falcone at bestpractical.com  Tue Jun 30 15:24:09 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 30 Jun 2009 15:24:09 -0400
Subject: [rt-users] Anyone know of a few enhancements to RT...
In-Reply-To: <C66FA147.86EA%ggreene@minervanetworks.com>
References: <C66FA147.86EA%ggreene@minervanetworks.com>
Message-ID: <49E793E5-2E5F-4561-AA85-64FD3625E931@bestpractical.com>


On Jun 30, 2009, at 2:02 PM, 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?

Sounds like you may want RTx-EmailCompletion

> 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.

You may be able to do this with RT-Extension-QuickCalls which adds
a homepage widget.  Otherwise you'd have to hack up Ticket Create
or add JS

-kevin


From jpierce at cambridgeenergyalliance.org  Tue Jun 30 15:29:29 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 30 Jun 2009 15:29:29 -0400
Subject: [rt-users] Anyone know of a few enhancements to RT...
In-Reply-To: <49E793E5-2E5F-4561-AA85-64FD3625E931@bestpractical.com>
References: <C66FA147.86EA%ggreene@minervanetworks.com>
	<49E793E5-2E5F-4561-AA85-64FD3625E931@bestpractical.com>
Message-ID: <be7163f0906301229y23ec3191g35628f3b0c07420@mail.gmail.com>

> You may be able to do this with RT-Extension-QuickCalls which adds
> a homepage widget. ?Otherwise you'd have to hack up Ticket Create
> or add JS
What does that live? Nothing on CPAN or the wiki (anymore).


From dusty at megagram.com  Tue Jun 30 15:51:56 2009
From: dusty at megagram.com (Dusty Wilson [Megagram])
Date: Tue, 30 Jun 2009 14:51:56 -0500
Subject: [rt-users] Can the ticket ID fields in the database be INT UNSIGNED?
Message-ID: <973bfb750906301251w335ae41fud511a94578a9e0b0@mail.gmail.com>

I've noticed that in the tables that the ticket ID is not unsigned.
Is there a use for ticket IDs smaller than zero?  I've adjusted the
schema for my system to use INT UNSIGNED for all of the ticket ID
fields.  I'm needing a big ticket ID number for my purposes.  I just
wonder if I'm going to be breaking anything by doing this.

For some background info:  Our usage of RT is distributed across many
servers.  The ticket ID numbers are generated this way:

    ##### (WILSOND @ 200906210335)
    # use customized ticket id for creation
    my ($id, $ticket_message);
    my $try_create = !$params{id};
    while ($try_create) # loop until no collision (collision has yet to occur)
    {
      my $serverId = 1234; # 4 digits max (example server ID)
      my $randId = int(rand() * 10000); # 4 digits max
      $params{id} = sprintf('%s%04s%04s', time(), $serverId, $randId);
# 18 digits: epochtime(10) + serverId(4) + randId(4)
      ($id, $ticket_message) = $self->SUPER::Create(%params);
      $try_create = 0 if $id; # if success, stop trying
    }
    else
    {
      ($id, $ticket_message) = $self->SUPER::Create(%params);
    }
    #####

Basically it generates a ticket ID using time(), serverId, and a 4
digit random number.  This is used as a form of UUID to ensure that
there aren't any ticket ID collisions in case the different RT servers
don't stay in sync at high precision (sync lag, VPN down, server down,
etc).

Our RT system is being used by a large number of groups at the same
time, all completely separate from each other.  We created a separate
UI to interface with RT for our purposes.  In the future, we could
easily hit 10 new tickets created per second.

Thanks,
Dusty


From dusty at megagram.com  Tue Jun 30 16:06:17 2009
From: dusty at megagram.com (Dusty Wilson [Megagram])
Date: Tue, 30 Jun 2009 15:06:17 -0500
Subject: [rt-users] Ticket ID as CHAR(32)?
Message-ID: <973bfb750906301306j16cf6fe6h3785f4fc2a3bef49@mail.gmail.com>

I just sent an email about UNSIGNED INT for the database.  This is a
separate (but related) question:  Is there a reason why ticket IDs
can't be CHAR(32)?  I'd love to use a proper UUID as a ticket ID.

If I convert a UUID from hex (base 16) to alphanumeric (case
sensitive: base 62; case insensitive: base 36), I can use much less
space to store the UUID.

Anyone have any thoughts on that?

Thanks,
Dusty


From falcone at bestpractical.com  Tue Jun 30 16:32:34 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 30 Jun 2009 16:32:34 -0400
Subject: [rt-users] Problem with RT-Authen-ExternalAuth when a CN name
	has a comma in it
In-Reply-To: <63D29FCECF7A604B844A77E800FB625007DF940B@smtssves.sigma-micro.com>
References: <63D29FCECF7A604B844A77E800FB625007DF940B@smtssves.sigma-micro.com>
Message-ID: <FBC07526-1736-406B-9375-8F0D96D2FEB5@bestpractical.com>

On Jun 29, 2009, at 2:53 PM, Wes Topping wrote:

> I am not sure what is happening here. All I know is that if a user  
> in AD is created without a comma in the container name they log in  
> just fine. When someone that does have a comma in their CN name  
> tries to authenticate this is what happens.

I'd be curious to see the group/group_attr part of your configuration  
(and
to know if you're trying to enforce group membership to log in to RT)

It appears Net::LDAP::Filter is throwing away \s, so it may be worth  
trying to forcibly
escape the \, on line 98ish before passing to new(), but without a  
system exhibiting
this problem, its hard to test a change like that.

-kevin

>
> [Fri Jun 26 20:29:58 2009] [debug]: Attempting to use external auth  
> service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/ 
> RT/Authen/ExternalAuth.pm:64)
> [Fri Jun 26 20:29:58 2009] [debug]: Calling UserExists with  
> $username (smellring) and $service (My_LDAP) (/opt/rt3/local/plugins/ 
> RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
> [Fri Jun 26 20:29:58 2009] [debug]: UserExists params:
> username: smellring , service: My_LDAP (/opt/rt3/local/plugins/RT- 
> Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
> [Fri Jun 26 20:29:58 2009] [debug]: LDAP Search ===  Base:  
> DC=starkbrosfulfillment,DC=com == Filter: (&(objectClass=*) 
> (sAMAccountName=smellring)) == Attrs:  
> l 
> ,st 
> ,mail 
> ,sAMAccountName 
> ,co 
> ,streetAddress 
> ,postalCode 
> ,telephoneNumber 
> ,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt3/ 
> local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/ 
> LDAP.pm:304)
> [Fri Jun 26 20:29:58 2009] [debug]: Password validation required for  
> service - Executing... (/opt/rt3/local/plugins/RT-Authen- 
> ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
> [Fri Jun 26 20:29:58 2009] [debug]: Trying external auth service:  
> My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth/LDAP.pm:16)
> [Fri Jun 26 20:29:58 2009] [debug]: LDAP Search ===  Base:  
> DC=starkbrosfulfillment,DC=com == Filter:  
> (&(sAMAccountName=smellring)(objectClass=*)) == Attrs: dn (/opt/rt3/ 
> local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/ 
> LDAP.pm:43)
> [Fri Jun 26 20:29:58 2009] [debug]: Found LDAP DN: CN=Mellring\,  
> Scott A.,OU=IS,OU=Users,OU=HQ,DC=starkbrosfulfillment,DC=com (/opt/ 
> rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/ 
> LDAP.pm:75)
> [Fri Jun 26 20:29:58 2009] [debug]: LDAP Search ===  Base:  
> DC=starkbrosfulfillment,DC=com == Filter: (member=CN=Mellring, Scott  
> A.,OU=IS,OU=Users,OU=HQ,DC=starkbrosfulfillment,DC=com) == Attrs: dn  
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth/LDAP.pm:100)
> [Fri Jun 26 20:29:58 2009] [info]: My_LDAP AUTH FAILED: smellring (/ 
> opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth/LDAP.pm:127)
> [Fri Jun 26 20:29:58 2009] [debug]: LDAP password validation result:  
> 0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ 
> ExternalAuth.pm:334)
> [Fri Jun 26 20:29:58 2009] [debug]: Password Validation Check  
> Result:  0 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/ 
> Authen/ExternalAuth.pm:159)
> [Fri Jun 26 20:29:58 2009] [debug]: Autohandler called ExternalAuth.  
> Response: (0, Password Invalid) (/opt/rt3/local/plugins/RT-Authen- 
> ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
> [Fri Jun 26 20:29:58 2009] [error]: FAILED LOGIN for smellring from  
> 10.31.4.90 (/opt/rt3/share/html/autohandler:268)
>
>
> The password is valid.
>
> Even though the authentication fails the user is created in RT.
>
> Any ideas would be greatly appreciated.
>
>
>
> <image001.gif>
> Wes Topping
> Director of Enterprise Technology
> 317.713.8687
> 317.631.6585 fax
> wtopping at sigma-micro.com
> <image002.gif>
> www.sigma-micro.com
> <image003.gif>
> <image001.gif>
> <image004.gif>
> Sigma Micro LLC, 6720 Parkdale Place, Indianapolis, IN 46254
> Confidentiality Notice
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From falcone at bestpractical.com  Tue Jun 30 16:38:34 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 30 Jun 2009 16:38:34 -0400
Subject: [rt-users] Anyone know of a few enhancements to RT...
In-Reply-To: <be7163f0906301229y23ec3191g35628f3b0c07420@mail.gmail.com>
References: <C66FA147.86EA%ggreene@minervanetworks.com>
	<49E793E5-2E5F-4561-AA85-64FD3625E931@bestpractical.com>
	<be7163f0906301229y23ec3191g35628f3b0c07420@mail.gmail.com>
Message-ID: <55595E4E-C0D0-4C47-8100-1764D6D79AD1@bestpractical.com>


On Jun 30, 2009, at 3:29 PM, Jerrad Pierce wrote:

>> You may be able to do this with RT-Extension-QuickCalls which adds
>> a homepage widget.  Otherwise you'd have to hack up Ticket Create
>> or add JS
> What does that live? Nothing on CPAN or the wiki (anymore).

Its been in svn for years.  Its finally made it onto cpan also
http://search.cpan.org/dist/RT-Extension-QuickCalls/

-kevin


From gagel at cnc.bc.ca  Tue Jun 30 16:41:23 2009
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Tue, 30 Jun 2009 13:41:23 -0700
Subject: [rt-users] How to make the subject field mandatory?
Message-ID: <4a4a7873.75c.f60.4354@cnc.bc.ca>

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


 
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From jpierce at cambridgeenergyalliance.org  Tue Jun 30 16:40:23 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 30 Jun 2009 16:40:23 -0400
Subject: [rt-users] Anyone know of a few enhancements to RT...
In-Reply-To: <55595E4E-C0D0-4C47-8100-1764D6D79AD1@bestpractical.com>
References: <C66FA147.86EA%ggreene@minervanetworks.com>
	<49E793E5-2E5F-4561-AA85-64FD3625E931@bestpractical.com> 
	<be7163f0906301229y23ec3191g35628f3b0c07420@mail.gmail.com> 
	<55595E4E-C0D0-4C47-8100-1764D6D79AD1@bestpractical.com>
Message-ID: <be7163f0906301340p5833988anf5b14ebfb9920d6c@mail.gmail.com>

> Its been in svn for years. ?Its finally made it onto cpan also
> http://search.cpan.org/dist/RT-Extension-QuickCalls/
Ok, Cool. Ay yes. The SVN. Home to many magical things
sometimes, but not always mentioned elsewhere :-P

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


From ggreene at minervanetworks.com  Tue Jun 30 17:20:34 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 30 Jun 2009 14:20:34 -0700
Subject: [rt-users] Anyone know of a few enhancements to RT...
In-Reply-To: <49E793E5-2E5F-4561-AA85-64FD3625E931@bestpractical.com>
Message-ID: <C66FCFB2.1079A%ggreene@minervanetworks.com>

On 6/30/09 12:24 PM, "Kevin Falcone" <falcone at bestpractical.com> wrote:
> On Jun 30, 2009, at 2:02 PM, 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?
> 
> Sounds like you may want RTx-EmailCompletion
> 

Hmmm, that might be a good option.... Thanks, I'll look into that one :)

>> 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.
> 
> You may be able to do this with RT-Extension-QuickCalls which adds
> a homepage widget.  Otherwise you'd have to hack up Ticket Create
> or add JS

I'll likely need to hack the page looks like at this point. My boss wants a
more web2.0/AJAXy option for this, so looks like I need to add in some js...

> 
> -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

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



From jesse at bestpractical.com  Tue Jun 30 17:28:40 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 30 Jun 2009 17:28:40 -0400
Subject: [rt-users] Ticket ID as CHAR(32)?
In-Reply-To: <973bfb750906301306j16cf6fe6h3785f4fc2a3bef49@mail.gmail.com>
References: <973bfb750906301306j16cf6fe6h3785f4fc2a3bef49@mail.gmail.com>
Message-ID: <20090630212840.GC16002@bestpractical.com>




On Tue, Jun 30, 2009 at 03:06:17PM -0500, Dusty Wilson [Megagram] wrote:
> I just sent an email about UNSIGNED INT for the database.  This is a
> separate (but related) question:  Is there a reason why ticket IDs
> can't be CHAR(32)?  I'd love to use a proper UUID as a ticket ID.

That's going to break an awful lot of assumptions in RT's code. Primary
keys are integers. And Ticket Id is as primary as they come. I'd be
interested to see patches, but you're going to have your work cut out
for you.

> If I convert a UUID from hex (base 16) to alphanumeric (case
> sensitive: base 62; case insensitive: base 36), I can use much less
> space to store the UUID.
> 
> Anyone have any thoughts on that?
> 
> Thanks,
> Dusty
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 dusty at megagram.com  Tue Jun 30 17:35:28 2009
From: dusty at megagram.com (Dusty Wilson [Megagram])
Date: Tue, 30 Jun 2009 16:35:28 -0500
Subject: [rt-users] Ticket ID as CHAR(32)?
In-Reply-To: <20090630212840.GC16002@bestpractical.com>
References: <973bfb750906301306j16cf6fe6h3785f4fc2a3bef49@mail.gmail.com>
	<20090630212840.GC16002@bestpractical.com>
Message-ID: <973bfb750906301435v13e0c69fg42461dd7bd82528a@mail.gmail.com>

On Tue, Jun 30, 2009 at 4:28 PM, Jesse Vincent<jesse at bestpractical.com> wrote:
> On Tue, Jun 30, 2009 at 03:06:17PM -0500, Dusty Wilson [Megagram] wrote:
>> I just sent an email about UNSIGNED INT for the database. ?This is a
>> separate (but related) question: ?Is there a reason why ticket IDs
>> can't be CHAR(32)? ?I'd love to use a proper UUID as a ticket ID.
>
> That's going to break an awful lot of assumptions in RT's code. Primary
> keys are integers. And Ticket Id is as primary as they come. I'd be
> interested to see patches, but you're going to have your work cut out
> for you.

Are you aware of anywhere that the code does anything with that ticket
ID other than pass it around?  I haven't yet (but haven't done deep
digging) seen it being used for anything other than in the queries
themselves and displayed on the web UI and emails.  My change from
signed int(11) to unsigned int hasn't seemed to cause any trouble thus
far.  I'm willing to do the work if it doesn't seem unreasonable to
want this.

>> If I convert a UUID from hex (base 16) to alphanumeric (case
>> sensitive: base 62; case insensitive: base 36), I can use much less
>> space to store the UUID.


From jesse at bestpractical.com  Tue Jun 30 17:46:45 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 30 Jun 2009 17:46:45 -0400
Subject: [rt-users] Ticket ID as CHAR(32)?
In-Reply-To: <973bfb750906301435v13e0c69fg42461dd7bd82528a@mail.gmail.com>
References: <973bfb750906301306j16cf6fe6h3785f4fc2a3bef49@mail.gmail.com>
	<20090630212840.GC16002@bestpractical.com>
	<973bfb750906301435v13e0c69fg42461dd7bd82528a@mail.gmail.com>
Message-ID: <20090630214645.GE16002@bestpractical.com>


> Are you aware of anywhere that the code does anything with that ticket
> ID other than pass it around?  I haven't yet (but haven't done deep
> digging) seen it being used for anything other than in the queries
> themselves and displayed on the web UI and emails.  My change from
> signed int(11) to unsigned int hasn't seemed to cause any trouble thus
> far.  I'm willing to do the work if it doesn't seem unreasonable to
> want this.

Yep. Transactions, Custom Fields, Ticket Linking are the first three big
things.   We never use negative numbers, so switching from signed to
unsigned is safe.  When you start making your mods, you'll want to make
sure you're running the test suite.


From rtusers-20090205 at billmail.scconsult.com  Tue Jun 30 19:31:15 2009
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Tue, 30 Jun 2009 19:31:15 -0400
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: <4A4AA043.9020702@billmail.scconsult.com>

Kevin Gagel wrote, On 6/30/09 4:41 PM:
> How can I make the subject field a mandatory field?

Write a BeforeCreate callback to validate that the subject meets your needs.

The callback routine needs to be placed in:
$RT_ROOT/local/html/Callbacks/$localtag/Ticket/Create.html/BeforeCreate
$RT_ROOT/local/html/Callbacks/$localtag/SelfService/Create.html/BeforeCreate

The SelfService callback requires 3.8.4 (or changeset r19205 from the RT SVN 
repository)