From bogey_63 at yahoo.com Sun Mar 1 09:21:46 2009 From: bogey_63 at yahoo.com (who else) Date: Sun, 1 Mar 2009 06:21:46 -0800 (PST) Subject: [rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more Message-ID: <22273450.post@talk.nabble.com> After dealing a bit with RT and checking out quite a lot of posts in this list, i come up with my scenario which would suit me best, perhaps someone out there has done something similar: We need to do support for clients, which have usually more than one contact to communicate with us and more than one system. The systems use to be listed by name and a system id. I'd like to be able to enter assets for each company, showing on the contacts details and also in Ticket, i.e. contact "mt" sends a request, we'd like to add the information, that this was about System Asystem1, Type MC, Version 3.1, SysID 4567890 Not talking about the parts (and their serials), the system consists of. :-( Found this: http://www.nabble.com/RT-State-of-the-Onion--td8753466.html#a8754502, so we might not be the only one's. In our point of view, it would be enough, if i could enter a company and add the users to the company, which are working for them. If the user is switching company, i can add him to the new company. In this company data set i can create whatever custom field i need. There were also this post: http://www.nabble.com/Re%3A-RT-4-p10795726.html for putting something like this in RT4. Some ppl here on this list seem to fear, that RT would change into an CRM system, but i think, that it would good for the help desk monkey to be able to check, who called on behalf of a given system id before. This information should be identical for all contacts of the clients, because there tend to be more than one guy taking care of the same systems in one site. Would also be great, if we could attach files to the "company". So if contact "az" sends a request for same system, but updated in the meanwhile to software release 3.5, i would like to update the info as well, but only once, of course. By surfing around, i found the RTx Assettracker, but the webpage seems to be down. Anybody out there, who is able to tell: - Is this project still alive? - Will this Rtx run under 3.8.2(found a v1.2.3 tarball)? - Will Assettracker help in accomplishing what i put together before? Or do i need something else? - Is assettracking on the to-do-list for 4.0, i saw in the RT4 thread several people mentioning it, but couldn't find out, whether someone @bestpractical did accept it as a feature for RT4. I understand, that multiple contacts in same company is a real problem currently, but i think, that there must be more companies out there, having the same problem. So anybody got a workflow for this? This is also a problem with custom fields, i can create custom fields for users etc., but would need to enter the same information twice or five times or even more, depending on how many ppl. the client wants to be created in RT. I am also currently looking in this Scrip Ruslan provided to group unpriv users, some time ago, this could help on the tickettracking issue. I also thought about creating a group for each company having more than one contact, but this seems to be no solution, which could be upgrade safe, because i would also clutter the database. And to come down to RTFM: 1. Any documentation about RTFM, which contains more information as the draft .pdf being available from wiki? 2. Am looking for a language file for RTFM/RT, if i search for .po files, i won't find anything, so someone there, who has a pointer for me? 3. When replying to tickets, there will be shown a popupmenu which contains the complete subject of the article. Unfortunately they are quite long , so you won't see the "Go" button anymore. So, would it be possible to limit the length of the subject line in this popup? Finally: If i create a new ticket, the client field has to be filled in with the emailadress of the client. As far as i know, this is a textentry box at creation time. I'd like to have a searchfield for the users and a "go" button, so the help desk monkey can enter it right away, not having to save it first and then edit it one more time to add the user. Thanks for your time, reading this quite long one. w_e PS: RT 3.8.2 (and RTFM 2.4.2 is running on Apache/2.2.3 (Debian) PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8 -- View this message in context: http://www.nabble.com/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22273450.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bogey_63 at yahoo.com Sun Mar 1 09:30:04 2009 From: bogey_63 at yahoo.com (who else) Date: Sun, 1 Mar 2009 06:30:04 -0800 (PST) Subject: [rt-users] Error on including RTFM Article in Answer to Ticket In-Reply-To: <22247095.post@talk.nabble.com> References: <22247095.post@talk.nabble.com> Message-ID: <22273535.post@talk.nabble.com> Hi there, after reading the chapter about custom fields in "RT Essentials" i thought, setting rights on the custom field, like this: everybody "show custom field" privileged "show custom field" privileged "edit custom field" could do the trick, but no way, the error won't go away.:-( Best w_e who else wrote: > > Hi all, > > am a newbie with RT and RTFM, but got it up and running for two days now. > I figured out a lot of things myself, and besides buying RT Essentials, > which will amazon will ship today, and checking out various options in RT, > i got a weird Errormessage, where neither Uncle Google finds anything nor > Auntie Searchbutton here in the list archives. > > So, the error message is: > > Can't call method "Id" on an undefined value at > /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. > > What happened before: > > I configured RTFM, created two classes and a bunch of topics, as well as a > wikitext entry user defined field, to be able to enter the long version of > the summary. Then i entered some articles to check out the article > integration in RT > > I opened a new ticket and clicked on answer. Then i selected an Entry of > RTFM to be included in the answer. Which was shown in the text editor > after i made changes to another field and hit the Enterkey. I selected the > entry by popuplist, by entering the article number i got the same > errormessage > > Then i clicked on the "Update" Button and was presented with the error > message above. > > I don't claim that my workflow is correct :-), but i was wondering about > this error message. Since no search yielded in any information i hope > someone here has an idea about this. > > RT 3.8.2 (and RTFM 2.4.2 i think it is, latest version) is running on > Apache/2.2.3 (Debian) PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c > mod_perl/2.0.2 Perl/v5.8.8 > > My apache error.log says something like this: > > [warning]: Could not determine a URI scheme for IT/article/3 > (/opt/rt3/bin/../lib/RT/URI.pm:139) > (in fact i wanted to include article #3 in the email) > > Everything else is seems to run smooth enough, no hiccups whatsoever, > currently :-) > > It might be a configuration issue, but i haven't any clue, where to check > this out. > > So, if you got a chance to let me know, where i will have to dig deeper > into, i'd be glad. I wouldn't mind a pointer how to fix this either. > > Thank you for your time. > > Best > > w_e > > > > > -- View this message in context: http://www.nabble.com/Error-on-including-RTFM-Article-in-Answer-to-Ticket-tp22247095p22273535.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jhein at netways.de Sun Mar 1 11:11:16 2009 From: jhein at netways.de (Julian Hein) Date: Sun, 01 Mar 2009 17:11:16 +0100 Subject: [rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more In-Reply-To: <22273450.post@talk.nabble.com> Message-ID: Hi, You could just create a Queue "Customers" and create a ticket for every customer there and than attach all the info you have to custom fields and attachments. The Companies people could be CCs on this tickets. All you need to do then is create a script that links this ticket to any new ticket that comes into your Queue "Support" based on the email adress. Could that be an easy solution to your problem? Regards, Julian Am 01.03.09 15:21 schrieb "who else" unter : > > After dealing a bit with RT and checking out quite a lot of posts in this > list, i come up with my scenario which would suit me best, perhaps someone > out there has done something similar: > > We need to do support for clients, which have usually more than one contact > to communicate with us and more than one system. The systems use to be > listed by name and a system id. > > I'd like to be able to enter assets for each company, showing on the > contacts details and also in Ticket, i.e. contact "mt" sends a request, we'd > like to add the information, that this was about System Asystem1, Type MC, > Version 3.1, SysID 4567890 > > Not talking about the parts (and their serials), the system consists of. :-( > > Found this: > http://www.nabble.com/RT-State-of-the-Onion--td8753466.html#a8754502, so we > might not be the only one's. In our point of view, it would be enough, if i > could enter a company and add the users to the company, which are working > for them. If the user is switching company, i can add him to the new > company. In this company data set i can create whatever custom field i need. > > There were also this post: http://www.nabble.com/Re%3A-RT-4-p10795726.html > for putting something like this in RT4. > > Some ppl here on this list seem to fear, that RT would change into an CRM > system, but i think, that it would good for the help desk monkey to be able > to check, who called on behalf of a given system id before. > > This information should be identical for all contacts of the clients, > because there tend to be more than one guy taking care of the same systems > in one site. > > Would also be great, if we could attach files to the "company". > > So if contact "az" sends a request for same system, but updated in the > meanwhile to software release 3.5, i would like to update the info as well, > but only once, of course. > > By surfing around, i found the RTx Assettracker, but the webpage seems to be > down. > > Anybody out there, who is able to tell: > > - Is this project still alive? > - Will this Rtx run under 3.8.2(found a v1.2.3 tarball)? > - Will Assettracker help in accomplishing what i put together before? Or do > i need something else? > - Is assettracking on the to-do-list for 4.0, i saw in the RT4 thread > several people mentioning it, but couldn't find out, whether someone > @bestpractical did accept it as a feature for RT4. > > I understand, that multiple contacts in same company is a real problem > currently, but i think, that there must be more companies out there, having > the same problem. So anybody got a workflow for this? > > This is also a problem with custom fields, i can create custom fields for > users etc., but would need to enter the same information twice or five times > or even more, depending on how many ppl. the client wants to be created in > RT. I am also currently looking in this Scrip Ruslan provided to group > unpriv users, some time ago, this could help on the tickettracking issue. > > I also thought about creating a group for each company having more than one > contact, but this seems to be no solution, which could be upgrade safe, > because i would also clutter the database. > > And to come down to RTFM: > > 1. Any documentation about RTFM, which contains more information as the > draft .pdf being available from wiki? > 2. Am looking for a language file for RTFM/RT, if i search for .po files, i > won't find anything, so someone there, who has a pointer for me? > 3. When replying to tickets, there will be shown a popupmenu which contains > the complete subject of the article. Unfortunately they are quite long , so > you won't see the "Go" button anymore. So, would it be possible to limit the > length of the subject line in this popup? > > Finally: > > If i create a new ticket, the client field has to be filled in with the > emailadress of the client. As far as i know, this is a textentry box at > creation time. I'd like to have a searchfield for the users and a "go" > button, so the help desk monkey can enter it right away, not having to save > it first and then edit it one more time to add the user. > > Thanks for your time, reading this quite long one. > > w_e > > PS: RT 3.8.2 (and RTFM 2.4.2 is running on Apache/2.2.3 (Debian) > PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8 > From ktm at rice.edu Sun Mar 1 11:47:15 2009 From: ktm at rice.edu (ktm at rice.edu) Date: Sun, 01 Mar 2009 10:47:15 -0600 Subject: [rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more In-Reply-To: References: Message-ID: <20090301104715.15252y7ok5yiwhs0@webmail.mail.rice.edu> Quoting Julian Hein : > Hi, > > You could just create a Queue "Customers" and create a ticket for every > customer there and than attach all the info you have to custom fields and > attachments. The Companies people could be CCs on this tickets. > > All you need to do then is create a script that links this ticket to any new > ticket that comes into your Queue "Support" based on the email adress. > > Could that be an easy solution to your problem? > > Regards, > Julian > In the same vein, you can use the RTx-AssetTracker to group the same information using Asset custom fields and attach the asset to the ticket(s) in question. We are working on doing this with users machines, sofware and other types of assets. You can create different asset type to group similar informations. Cheers, Ken > Am 01.03.09 15:21 schrieb "who else" unter : > >> >> After dealing a bit with RT and checking out quite a lot of posts in this >> list, i come up with my scenario which would suit me best, perhaps someone >> out there has done something similar: >> >> We need to do support for clients, which have usually more than one contact >> to communicate with us and more than one system. The systems use to be >> listed by name and a system id. >> >> I'd like to be able to enter assets for each company, showing on the >> contacts details and also in Ticket, i.e. contact "mt" sends a request, we'd >> like to add the information, that this was about System Asystem1, Type MC, >> Version 3.1, SysID 4567890 >> >> Not talking about the parts (and their serials), the system consists of. :-( >> >> Found this: >> http://www.nabble.com/RT-State-of-the-Onion--td8753466.html#a8754502, so we >> might not be the only one's. In our point of view, it would be enough, if i >> could enter a company and add the users to the company, which are working >> for them. If the user is switching company, i can add him to the new >> company. In this company data set i can create whatever custom field i need. >> >> There were also this post: http://www.nabble.com/Re%3A-RT-4-p10795726.html >> for putting something like this in RT4. >> >> Some ppl here on this list seem to fear, that RT would change into an CRM >> system, but i think, that it would good for the help desk monkey to be able >> to check, who called on behalf of a given system id before. >> >> This information should be identical for all contacts of the clients, >> because there tend to be more than one guy taking care of the same systems >> in one site. >> >> Would also be great, if we could attach files to the "company". >> >> So if contact "az" sends a request for same system, but updated in the >> meanwhile to software release 3.5, i would like to update the info as well, >> but only once, of course. >> >> By surfing around, i found the RTx Assettracker, but the webpage seems to be >> down. >> >> Anybody out there, who is able to tell: >> >> - Is this project still alive? >> - Will this Rtx run under 3.8.2(found a v1.2.3 tarball)? >> - Will Assettracker help in accomplishing what i put together before? Or do >> i need something else? >> - Is assettracking on the to-do-list for 4.0, i saw in the RT4 thread >> several people mentioning it, but couldn't find out, whether someone >> @bestpractical did accept it as a feature for RT4. >> >> I understand, that multiple contacts in same company is a real problem >> currently, but i think, that there must be more companies out there, having >> the same problem. So anybody got a workflow for this? >> >> This is also a problem with custom fields, i can create custom fields for >> users etc., but would need to enter the same information twice or five times >> or even more, depending on how many ppl. the client wants to be created in >> RT. I am also currently looking in this Scrip Ruslan provided to group >> unpriv users, some time ago, this could help on the tickettracking issue. >> >> I also thought about creating a group for each company having more than one >> contact, but this seems to be no solution, which could be upgrade safe, >> because i would also clutter the database. >> >> And to come down to RTFM: >> >> 1. Any documentation about RTFM, which contains more information as the >> draft .pdf being available from wiki? >> 2. Am looking for a language file for RTFM/RT, if i search for .po files, i >> won't find anything, so someone there, who has a pointer for me? >> 3. When replying to tickets, there will be shown a popupmenu which contains >> the complete subject of the article. Unfortunately they are quite long , so >> you won't see the "Go" button anymore. So, would it be possible to limit the >> length of the subject line in this popup? >> >> Finally: >> >> If i create a new ticket, the client field has to be filled in with the >> emailadress of the client. As far as i know, this is a textentry box at >> creation time. I'd like to have a searchfield for the users and a "go" >> button, so the help desk monkey can enter it right away, not having to save >> it first and then edit it one more time to add the user. >> >> Thanks for your time, reading this quite long one. >> >> w_e >> >> PS: RT 3.8.2 (and RTFM 2.4.2 is running on Apache/2.2.3 (Debian) >> PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8 >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From kevin at nyi.net Sun Mar 1 12:00:47 2009 From: kevin at nyi.net (Kevin Phair) Date: Sun, 01 Mar 2009 12:00:47 -0500 Subject: [rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more In-Reply-To: <22273450.post@talk.nabble.com> References: <22273450.post@talk.nabble.com> Message-ID: <49AABF3F.7030509@nyi.net> who else wrote: > After dealing a bit with RT and checking out quite a lot of posts in this > list, i come up with my scenario which would suit me best, perhaps someone > out there has done something similar: > > We need to do support for clients, which have usually more than one contact > to communicate with us and more than one system. The systems use to be > listed by name and a system id. > I'd like to be able to enter assets for each company, showing on the > contacts details and also in Ticket, i.e. contact "mt" sends a request, we'd > like to add the information, that this was about System Asystem1, Type MC, > Version 3.1, SysID 4567890 For the above idea, you can try this: http://code.google.com/p/asset-tracker-4rt/wiki/HowToLinkTicketToAssetScrip In theory, you add a ticket custom field, and the user can then just stick in the name of an asset and the ticket will be linked to that asset. So far it isn't actually working for me, but I haven't played with it yet to see why not. Asset Tracker does appear to be alive, you can take a look around http://code.google.com/p/asset-tracker-4rt/. It does appear to work under the latest release of RT. You may want to grab the 1.2.4b1 version for the bug fixes it has. > Would also be great, if we could attach files to the "company". I've been hoping to use RTFM for this, but haven't actually tested out my plan. For now, the plan is to create a 'class' in RTFM for each company, and then upload files into one or more articles. > > I understand, that multiple contacts in same company is a real problem > currently, but i think, that there must be more companies out there, having > the same problem. So anybody got a workflow for this? Is there any reason that 'groups' will not work for this? I'm looking into replacing our in-house ticket-system/client database/kitchen-sink system with an RT-based setup. My preliminary plan is to dump all clients and their related users and use the rt tool to create corresponding groups with their users, after creating the custom fields necessary to match to the current set of data we have for each user. Is there a reason that this will not work well in RT? From bogey_63 at yahoo.com Sun Mar 1 12:08:18 2009 From: bogey_63 at yahoo.com (who else) Date: Sun, 1 Mar 2009 09:08:18 -0800 (PST) Subject: [rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more In-Reply-To: <20090301104715.15252y7ok5yiwhs0@webmail.mail.rice.edu> References: <22273450.post@talk.nabble.com> <20090301104715.15252y7ok5yiwhs0@webmail.mail.rice.edu> Message-ID: <22275144.post@talk.nabble.com> Hi, Kenneth Marshall-3 wrote: > > In the same vein, you can use the RTx-AssetTracker to group the same > information > using Asset custom fields and attach the asset to the ticket(s) in > question. We > are working on doing this with users machines, sofware and other types > of assets. You can create different asset type to group similar > informations. > > Cheers, > Ken > Sounds like a plan :-) Which version of RTx-AssetTracker are you using? I can only find 1.2.3, not 1.2.4b1; anybody got a download link? If you got a workflow for this, i'd be interested to learn more, since i am a newbie with RT; and try to get too much in too short time into my head :-) Thanks for help! w_e -- View this message in context: http://www.nabble.com/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22275144.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kevin at nyi.net Sun Mar 1 12:12:07 2009 From: kevin at nyi.net (Kevin Phair) Date: Sun, 01 Mar 2009 12:12:07 -0500 Subject: [rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more In-Reply-To: <22275144.post@talk.nabble.com> References: <22273450.post@talk.nabble.com> <20090301104715.15252y7ok5yiwhs0@webmail.mail.rice.edu> <22275144.post@talk.nabble.com> Message-ID: <49AAC1E7.9080403@nyi.net> who else wrote: > > Sounds like a plan :-) Which version of RTx-AssetTracker are you using? I > can only find 1.2.3, not 1.2.4b1; anybody got a download link? You can grab it out of their subversion repo, something like: svn checkout http://asset-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1 at-1.2.4b1 From bogey_63 at yahoo.com Sun Mar 1 13:29:23 2009 From: bogey_63 at yahoo.com (who else) Date: Sun, 1 Mar 2009 10:29:23 -0800 (PST) Subject: [rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more In-Reply-To: <49AABF3F.7030509@nyi.net> References: <22273450.post@talk.nabble.com> <49AABF3F.7030509@nyi.net> Message-ID: <22276103.post@talk.nabble.com> Hi Ken, thank you for your answer Kevin Phair wrote: > > For the above idea, you can try this: > http://code.google.com/p/asset-tracker-4rt/wiki/HowToLinkTicketToAssetScrip > > In theory, you add a ticket custom field, and the user can then just > stick in the name of an asset and the ticket will be linked to that > asset. So far it isn't actually working for me, but I haven't played > with it yet to see why not. > > Asset Tracker does appear to be alive, you can take a look around > http://code.google.com/p/asset-tracker-4rt/. It does appear to work > under the latest release of RT. You may want to grab the 1.2.4b1 > version for the bug fixes it has. > > > > Would also be great, if we could attach files to the "company". > > I've been hoping to use RTFM for this, but haven't actually tested out > my plan. For now, the plan is to create a 'class' in RTFM for each > company, and then upload files into one or more articles. > > > > > I understand, that multiple contacts in same company is a real problem > > currently, but i think, that there must be more companies out there, > having > > the same problem. So anybody got a workflow for this? > > Is there any reason that 'groups' will not work for this? I'm looking > into replacing our in-house ticket-system/client database/kitchen-sink > system with an RT-based setup. My preliminary plan is to dump all > clients and their related users and use the rt tool to create > corresponding groups with their users, after creating the custom fields > necessary to match to the current set of data we have for each user. Is > there a reason that this will not work well in RT? > > > We intend to use RTFM as Knowledgebase; and concerning groups, i will have to dig deeper into it; i am glad, that RT is up and running, clients are able to enter/send tickets, we are able to work on them, that's cool enough, although RTFM needs a bit more tweaking, but it is less documented than RT itself. We also have several different databases and information systems and we want to have everything concerning tech support, assets like systems, machines etc. in one system, instead of having them to lookup emails in CRM or ERP or whatsoever. We will have somewhen an integration with our ERP, so we can check several tickets in ERP and get the according invoice out of the door :-) But we need to move forward with RT first, because clients keep calling all day ... Will talk to our techies tomorrow but first of all, get RTx::AT installed to check out. Best w_e PS: btw, any other extensions i should be aware of, which might help to accomplish the task? -- View this message in context: http://www.nabble.com/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22276103.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aaron at guise.net.nz Sun Mar 1 18:27:42 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 2 Mar 2009 12:27:42 +1300 Subject: [rt-users] Fwd: A little Scrip help In-Reply-To: References: <49A6E7D7.5050602@lbl.gov> <49A7101A.5080702@lbl.gov> <49A72C68.60307@lbl.gov> <49A820DC.3030408@lbl.gov> Message-ID: Hi All, I have investigated the possiblility of having the trigger rule out one of these transactions. I have now come up with the below ammendment which I feel should work but we now get a total of 0 emails sent so I feel it is flawed. Any ideas? * CODE:* my $txn = $self->TransactionObj; return 0 unless $txn->Type =~ /^AddLink$/i; return 0 unless $txn->Field =~ /^MergedInto$/i; if ($txn->NewValue =~ $txn->ObjectID) { return 1; } else { return 0; } return 1; *Regards,* *Aaron Guise 027 212 6638 aaron at guise.net.nz * On Sat, Feb 28, 2009 at 6:25 AM, Potla, Ashish Bassaliel < c_apotla at qualcomm.com> wrote: > Hi, > When you merge two tickets , I think the condition you have defined is > evaluating to a true condition for both the tickets individually. > When the action that is 'notify owner' takes place, in both cases the > ticket that is retrieved by ID will be the same as the tickets are now > merged(Merged tickets have same ID numbers,the one into which you merged a > ticket into). > > Anyways, try tweaking the condition a bit so that when two tickets are > merged, the condition evaluates true only to one of them, preferably the one > into which a ticket is merged. > > -Ashish > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [ > rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [ > KFCrocker at lbl.gov] > Sent: Friday, February 27, 2009 10:50 PM > To: Aaron Guise > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Fwd: A little Scrip help > > Aaron, > > > Well, I'm at a loss as well. Sorry. > > > Kenn > LBNL > > On 2/26/2009 4:58 PM, Aaron Guise wrote: > > I thought of this scenario already, but I created the ticket from > > another external email address which is separate from my work one which > > RT Responds to. I am the owner of the ticket data is merged with and > > hence I get one email but I have a feeling it may be emailing twice as > > there is two tickets which become one and effectively I become the owner > > of both. > > > > But it reports the ID# of the only remaining ticket in both emails. > > > > On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker > > wrote: > > > > Aaron, > > > > > > Are the persons getting the Email in more than 1 role? FOr > > example; If I am the Requestor & the Owner and someone merges a > > ticket into mine am I getting 1 email as requestor and 1 as owner? > > Just a thought. > > > > Kenn > > LBNL > > > > > > On 2/26/2009 3:17 PM, Aaron Guise wrote: > > > > > > > > ---------- Forwarded message ---------- > > From: *Aaron Guise* > > >> > > Date: Fri, Feb 27, 2009 at 12:17 PM > > Subject: Re: [rt-users] A little Scrip help > > To: Kenneth Crocker > > >> > > > > > > Yeah, Have double checked all of those scrips/templates again. > > The only one that nets an output matching that is the > > MergeNotifier Template. Looking in the RT interface for the > > ticket it shows that the same email sent twice one second apart. > > > > I even disabled a whole bunch of other scrips which may have > > sent a duplicate message but still to no avail. This just > > shouldn't be happening from what I can tell. > > > > *Regards,* > > > > *Aaron Guise > > 027 212 6638 > > aaron at guise.net.nz > > > > > * > > > > > > > > On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker > > > > >> wrote: > > > > Aaron, > > > > > > Check to see if there are other scrips that are > initiated > > with an owner change or ticket creation, etc. Is the template > > wording the same? Perhaps different wording for templates used > by > > different scrips will give you a clue. > > > > > > Kenn > > LBNL > > > > > > On 2/26/2009 12:46 PM, Aaron Guise wrote: > > > > Hi, > > > > I have just now amended our RT_SiteConfig with > > Set($UseTransactionBatch, 1); > > > > Unfortunately it still triggered two emails. The scrip > > itself > > is set to use transaction batch. I have posted a > > screenshot here > > with the whole configuration of that particular scrip. > > > > > > *Regards,* > > > > *Aaron Guise > > 027 212 6638 > > aaron at guise.net.nz > > > > > > > >> > > * > > > > > > > > > > On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker > > > > > > > > > >>> wrote: > > > > Aaron, > > > > > > You need to turn on TransactionBatch in your > > RT_SiteConfig.pm > > file in /RTHOME/etc directory. That should allow you > > to use that > > stage option. > > > > > > Kenn > > LBNL > > > > > > On 2/26/2009 10:33 AM, Aaron Guise wrote: > > > > If set to transaction batch which is marked > > Transaction > > Batch(Disabled) it seems the script is just > > disabled as > > no email > > is sent. > > > > On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish > > Bassaliel > > > > > > > > > >> > > > > > > > > > > > >>>> > > > > wrote: > > > > > > ________________________________________ > > From: Potla, Ashish Bassaliel > > Sent: Thursday, February 26, 2009 5:59 PM > > To: Aaron Guise > > Subject: RE: [rt-users] A little Scrip help > > > > Is the scrip set to 'Transaction Batch' or > > 'Transaction Create'? > > Set it to Transaction Batch. > > > > -Ashish > > ________________________________________ > > From: rt-users-bounces at lists.bestpractical.com > > > > > > > > > > > > >> > > > > > > > > > > > > > > > >>> > > > > [rt-users-bounces at lists.bestpractical.com > > > > > > > > > > > > >> > > > > > > > > > > > > > > > >>>] On Behalf > Of > > Aaron Guise [aaron at guise.net.nz > > > > > > > > > >> > > > > > > > > > >>>] > > > > > > Sent: Thursday, February 26, 2009 4:02 PM > > To: rt-users at lists.bestpractical.com > > > > > > > > > > > > >> > > > > > > > > > > > > > >>> > > > > Subject: [rt-users] A little Scrip help > > > > Hi, > > > > I have implemented a scrip to notify the owner > > in the > > event > > someone > > else merges data into one of their tickets. > > All works > > well > > but alas > > it actually sends the notification twice. There > is > > probably > > a real > > simple answer but it is baffling me. Have just > > ignored it > > the last > > few months but now I am a little beyond that. > > > > The scrip used is noted below; > > > > my $txn = $self->TransactionObj; > > return undef unless $txn->Type =~ /^AddLink$/i; > > return undef unless $txn->Field =~ > /^MergedInto$/i; > > return 1; > > > > Any assistance in stopping this will be greatly > > appreciated. > > > > -- > > Regards > > > > Aaron > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Sun Mar 1 18:58:16 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 2 Mar 2009 12:58:16 +1300 Subject: [rt-users] Fwd: A little Scrip help In-Reply-To: References: <49A7101A.5080702@lbl.gov> <49A72C68.60307@lbl.gov> <49A820DC.3030408@lbl.gov> Message-ID: This is the information I found in the database to support my thinking of the below solution. idObjectTypeObjectIdTimeTakenTypeFieldOldValueNewValueReferenceType OldReferenceNewReferenceDataCreatorCreated 341302RT::Ticket202630AddLink MergedInto fsck.com-rt://ham.sitel.co.nz/ticket/20219 522322009-02-26 23:19:46 341303RT::Ticket202190AddLinkMergedInto fsck.com-rt://ham.sitel.co.nz/ticket/20219 522322009-02-26 23:19:46 On Mon, Mar 2, 2009 at 12:27 PM, Aaron Guise wrote: > Hi All, > > I have investigated the possiblility of having the trigger rule out one of > these transactions. I have now come up with the below ammendment which I > feel should work but we now get a total of 0 emails sent so I feel it is > flawed. Any ideas? > * > CODE:* > my $txn = $self->TransactionObj; > return 0 unless $txn->Type =~ /^AddLink$/i; > return 0 unless $txn->Field =~ /^MergedInto$/i; > if ($txn->NewValue =~ $txn->ObjectID) > { > return 1; > } > else > { > return 0; > } > return 1; > > *Regards,* > > *Aaron Guise > 027 212 6638 > aaron at guise.net.nz > * > > > > On Sat, Feb 28, 2009 at 6:25 AM, Potla, Ashish Bassaliel < > c_apotla at qualcomm.com> wrote: > >> Hi, >> When you merge two tickets , I think the condition you have defined is >> evaluating to a true condition for both the tickets individually. >> When the action that is 'notify owner' takes place, in both cases the >> ticket that is retrieved by ID will be the same as the tickets are now >> merged(Merged tickets have same ID numbers,the one into which you merged a >> ticket into). >> >> Anyways, try tweaking the condition a bit so that when two tickets are >> merged, the condition evaluates true only to one of them, preferably the one >> into which a ticket is merged. >> >> -Ashish >> ________________________________________ >> From: rt-users-bounces at lists.bestpractical.com [ >> rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [ >> KFCrocker at lbl.gov] >> Sent: Friday, February 27, 2009 10:50 PM >> To: Aaron Guise >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Fwd: A little Scrip help >> >> Aaron, >> >> >> Well, I'm at a loss as well. Sorry. >> >> >> Kenn >> LBNL >> >> On 2/26/2009 4:58 PM, Aaron Guise wrote: >> > I thought of this scenario already, but I created the ticket from >> > another external email address which is separate from my work one which >> > RT Responds to. I am the owner of the ticket data is merged with and >> > hence I get one email but I have a feeling it may be emailing twice as >> > there is two tickets which become one and effectively I become the owner >> > of both. >> > >> > But it reports the ID# of the only remaining ticket in both emails. >> > >> > On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker > > > wrote: >> > >> > Aaron, >> > >> > >> > Are the persons getting the Email in more than 1 role? FOr >> > example; If I am the Requestor & the Owner and someone merges a >> > ticket into mine am I getting 1 email as requestor and 1 as owner? >> > Just a thought. >> > >> > Kenn >> > LBNL >> > >> > >> > On 2/26/2009 3:17 PM, Aaron Guise wrote: >> > >> > >> > >> > ---------- Forwarded message ---------- >> > From: *Aaron Guise* > > > > >> >> > Date: Fri, Feb 27, 2009 at 12:17 PM >> > Subject: Re: [rt-users] A little Scrip help >> > To: Kenneth Crocker > > > > >> >> > >> > >> > Yeah, Have double checked all of those scrips/templates again. >> > The only one that nets an output matching that is the >> > MergeNotifier Template. Looking in the RT interface for the >> > ticket it shows that the same email sent twice one second apart. >> > >> > I even disabled a whole bunch of other scrips which may have >> > sent a duplicate message but still to no avail. This just >> > shouldn't be happening from what I can tell. >> > >> > *Regards,* >> > >> > *Aaron Guise >> > 027 212 6638 >> > aaron at guise.net.nz >> > > >> > * >> > >> > >> > >> > On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker >> > >> > >> wrote: >> > >> > Aaron, >> > >> > >> > Check to see if there are other scrips that are >> initiated >> > with an owner change or ticket creation, etc. Is the template >> > wording the same? Perhaps different wording for templates >> used by >> > different scrips will give you a clue. >> > >> > >> > Kenn >> > LBNL >> > >> > >> > On 2/26/2009 12:46 PM, Aaron Guise wrote: >> > >> > Hi, >> > >> > I have just now amended our RT_SiteConfig with >> > Set($UseTransactionBatch, 1); >> > >> > Unfortunately it still triggered two emails. The scrip >> > itself >> > is set to use transaction batch. I have posted a >> > screenshot here >> > with the whole configuration of that particular scrip. >> > >> > >> > *Regards,* >> > >> > *Aaron Guise >> > 027 212 6638 >> > aaron at guise.net.nz >> > > >> > >> > >> >> > * >> > >> > >> > >> > >> > On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker >> > >> > > >> > >> > >>> wrote: >> > >> > Aaron, >> > >> > >> > You need to turn on TransactionBatch in your >> > RT_SiteConfig.pm >> > file in /RTHOME/etc directory. That should allow you >> > to use that >> > stage option. >> > >> > >> > Kenn >> > LBNL >> > >> > >> > On 2/26/2009 10:33 AM, Aaron Guise wrote: >> > >> > If set to transaction batch which is marked >> > Transaction >> > Batch(Disabled) it seems the script is just >> > disabled as >> > no email >> > is sent. >> > >> > On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish >> > Bassaliel >> > > > > > > >> > > > > > >> >> > > > >> > > > > > > >> > > > >>>> >> > >> > wrote: >> > >> > >> > ________________________________________ >> > From: Potla, Ashish Bassaliel >> > Sent: Thursday, February 26, 2009 5:59 PM >> > To: Aaron Guise >> > Subject: RE: [rt-users] A little Scrip help >> > >> > Is the scrip set to 'Transaction Batch' or >> > 'Transaction Create'? >> > Set it to Transaction Batch. >> > >> > -Ashish >> > ________________________________________ >> > From: rt-users-bounces at lists.bestpractical.com >> > >> > > > > >> > > > >> > > > >> >> > >> > > > >> > > > > >> > > > >> > > > >>> >> > >> > [rt-users-bounces at lists.bestpractical.com >> > >> > > > > >> > > > >> > > > >> >> > >> > > > >> > > > > >> > > > >> > > > >>>] On Behalf >> Of >> > Aaron Guise [aaron at guise.net.nz >> > >> > > >> > >> > >> >> > > > > > > >> > >> > >>>] >> > >> > >> > Sent: Thursday, February 26, 2009 4:02 PM >> > To: rt-users at lists.bestpractical.com >> > >> > > > > >> > > > >> > > > >> >> > > > >> > > > > >> > > > >> > > > >>> >> > >> > Subject: [rt-users] A little Scrip help >> > >> > Hi, >> > >> > I have implemented a scrip to notify the owner >> > in the >> > event >> > someone >> > else merges data into one of their tickets. >> > All works >> > well >> > but alas >> > it actually sends the notification twice. >> There is >> > probably >> > a real >> > simple answer but it is baffling me. Have just >> > ignored it >> > the last >> > few months but now I am a little beyond that. >> > >> > The scrip used is noted below; >> > >> > my $txn = $self->TransactionObj; >> > return undef unless $txn->Type =~ /^AddLink$/i; >> > return undef unless $txn->Field =~ >> /^MergedInto$/i; >> > return 1; >> > >> > Any assistance in stopping this will be greatly >> > appreciated. >> > >> > -- >> > Regards >> > >> > Aaron >> > _______________________________________________ >> > >> > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: 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 >> > >> > >> > >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.hobley at mionegroup.com Sun Mar 1 20:16:54 2009 From: david.hobley at mionegroup.com (David Hobley) Date: Mon, 2 Mar 2009 11:16:54 +1000 (EST) Subject: [rt-users] DB Problems upgrading to RT 3.8.2 from 3.6.5 In-Reply-To: <17286604.141761235956472763.JavaMail.root@mail.onegrp.com> Message-ID: <26538009.141861235956614613.JavaMail.root@mail.onegrp.com> Hello, I have a (happily) running RT 3.6.5 with approx 300,000 tickets in it and a database of size of around 9 Gig (lots of attachments sadly). I have the application upgraded, but when I try and run the schema upgrade in my test environment it is taking forever (for values of forever which equate to around 6 days anyway): # perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 root "password > ~/sql.queries # time `mysql -p rt3 < ~/sql.queries` Enter password: real 8727m23.622s user 0m0.012s sys 0m0.004s Does anyone have any suggestions as to how I can make this faster? I have tried to optimise MySQL as much as possible, but I am not a db expert and obviously there is something wrong. Nb. The test environment is actually more powerful than the production one after having shutdown evey VM on the machine and ensured I was only running this for the time it took. -- Cheers, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Mon Mar 2 03:06:25 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Mon, 2 Mar 2009 00:06:25 -0800 Subject: [rt-users] Fwd: A little Scrip help In-Reply-To: References: <49A7101A.5080702@lbl.gov> <49A72C68.60307@lbl.gov> <49A820DC.3030408@lbl.gov> , Message-ID: Hey Aaron, You got it right, just a typo in your 'if' condition : Its ObjectId not ObjectID. You can substitue this if condition with others as well like : $self->TicketObj->Id == $txn->ObjectId But I feel yours should work once you correct your typo. Cheers! -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise [aaron at guise.net.nz] Sent: Monday, March 02, 2009 5:28 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Fwd: A little Scrip help This is the information I found in the database to support my thinking of the below solution. id ObjectType ObjectId TimeTaken Type Field OldValue NewValue ReferenceType OldReference NewReference Data Creator Created 341302 RT::Ticket 20263 0 AddLink MergedInto fsck.com-rt://ham.sitel.co.nz/ticket/20219 52232 2009-02-26 23:19:46 341303 RT::Ticket 20219 0 AddLink MergedInto fsck.com-rt://ham.sitel.co.nz/ticket/20219 52232 2009-02-26 23:19:46 On Mon, Mar 2, 2009 at 12:27 PM, Aaron Guise > wrote: Hi All, I have investigated the possiblility of having the trigger rule out one of these transactions. I have now come up with the below ammendment which I feel should work but we now get a total of 0 emails sent so I feel it is flawed. Any ideas? CODE: my $txn = $self->TransactionObj; return 0 unless $txn->Type =~ /^AddLink$/i; return 0 unless $txn->Field =~ /^MergedInto$/i; if ($txn->NewValue =~ $txn->ObjectID) { return 1; } else { return 0; } return 1; 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 On Sat, Feb 28, 2009 at 6:25 AM, Potla, Ashish Bassaliel > wrote: Hi, When you merge two tickets , I think the condition you have defined is evaluating to a true condition for both the tickets individually. When the action that is 'notify owner' takes place, in both cases the ticket that is retrieved by ID will be the same as the tickets are now merged(Merged tickets have same ID numbers,the one into which you merged a ticket into). Anyways, try tweaking the condition a bit so that when two tickets are merged, the condition evaluates true only to one of them, preferably the one into which a ticket is merged. -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [KFCrocker at lbl.gov] Sent: Friday, February 27, 2009 10:50 PM To: Aaron Guise Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Fwd: A little Scrip help Aaron, Well, I'm at a loss as well. Sorry. Kenn LBNL On 2/26/2009 4:58 PM, Aaron Guise wrote: > I thought of this scenario already, but I created the ticket from > another external email address which is separate from my work one which > RT Responds to. I am the owner of the ticket data is merged with and > hence I get one email but I have a feeling it may be emailing twice as > there is two tickets which become one and effectively I become the owner > of both. > > But it reports the ID# of the only remaining ticket in both emails. > > On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker > >> wrote: > > Aaron, > > > Are the persons getting the Email in more than 1 role? FOr > example; If I am the Requestor & the Owner and someone merges a > ticket into mine am I getting 1 email as requestor and 1 as owner? > Just a thought. > > Kenn > LBNL > > > On 2/26/2009 3:17 PM, Aaron Guise wrote: > > > > ---------- Forwarded message ---------- > From: *Aaron Guise* > > > >>> > Date: Fri, Feb 27, 2009 at 12:17 PM > Subject: Re: [rt-users] A little Scrip help > To: Kenneth Crocker > > > >>> > > > Yeah, Have double checked all of those scrips/templates again. > The only one that nets an output matching that is the > MergeNotifier Template. Looking in the RT interface for the > ticket it shows that the same email sent twice one second apart. > > I even disabled a whole bunch of other scrips which may have > sent a duplicate message but still to no avail. This just > shouldn't be happening from what I can tell. > > *Regards,* > > *Aaron Guise > 027 212 6638 > aaron at guise.net.nz > > >> > * > > > > On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker > > > >>> wrote: > > Aaron, > > > Check to see if there are other scrips that are initiated > with an owner change or ticket creation, etc. Is the template > wording the same? Perhaps different wording for templates used by > different scrips will give you a clue. > > > Kenn > LBNL > > > On 2/26/2009 12:46 PM, Aaron Guise wrote: > > Hi, > > I have just now amended our RT_SiteConfig with > Set($UseTransactionBatch, 1); > > Unfortunately it still triggered two emails. The scrip > itself > is set to use transaction batch. I have posted a > screenshot here > with the whole configuration of that particular scrip. > > > *Regards,* > > *Aaron Guise > 027 212 6638 > aaron at guise.net.nz > > >> > > > >>> > * > > > > > On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker > > > >> > > > >>>> wrote: > > Aaron, > > > You need to turn on TransactionBatch in your > RT_SiteConfig.pm > file in /RTHOME/etc directory. That should allow you > to use that > stage option. > > > Kenn > LBNL > > > On 2/26/2009 10:33 AM, Aaron Guise wrote: > > If set to transaction batch which is marked > Transaction > Batch(Disabled) it seems the script is just > disabled as > no email > is sent. > > On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish > Bassaliel > > > > >> > > > > >>> > > > > > >> > > > > >>>>> > > wrote: > > > ________________________________________ > From: Potla, Ashish Bassaliel > Sent: Thursday, February 26, 2009 5:59 PM > To: Aaron Guise > Subject: RE: [rt-users] A little Scrip help > > Is the scrip set to 'Transaction Batch' or > 'Transaction Create'? > Set it to Transaction Batch. > > -Ashish > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com > > > > >> > > > > > >>> > > > > > > >> > > > > > >>>> > > [rt-users-bounces at lists.bestpractical.com > > > > >> > > > > > >>> > > > > > > >> > > > > > >>>>] On Behalf Of > Aaron Guise [aaron at guise.net.nz > > > >> > > > >>> > > > > >> > > > >>>>] > > > Sent: Thursday, February 26, 2009 4:02 PM > To: rt-users at lists.bestpractical.com > > > > >> > > > > > >>> > > > > > >> > > > > > >>>> > > Subject: [rt-users] A little Scrip help > > Hi, > > I have implemented a scrip to notify the owner > in the > event > someone > else merges data into one of their tickets. > All works > well > but alas > it actually sends the notification twice. There is > probably > a real > simple answer but it is baffling me. Have just > ignored it > the last > few months but now I am a little beyond that. > > The scrip used is noted below; > > my $txn = $self->TransactionObj; > return undef unless $txn->Type =~ /^AddLink$/i; > return undef unless $txn->Field =~ /^MergedInto$/i; > return 1; > > Any assistance in stopping this will be greatly > appreciated. > > -- > Regards > > Aaron > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 > > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From alexyoung at scoutsolutions.co.uk Mon Mar 2 05:03:04 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Mon, 2 Mar 2009 10:03:04 -0000 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: References: <3CE7D8D453B27148BBCA0B2063B11E64D600E2@s-wor-e-001.SCOUTSOFFICE.local><3CE7D8D453B27148BBCA0B2063B11E64D600F3@s-wor-e-001.SCOUTSOFFICE.local><3CE7D8D453B27148BBCA0B2063B11E64D60243@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64DB5CD1@s-wor-e-001.SCOUTSOFFICE.local> Very odd. I just tried with a couple of other users and it seems to affect everyone, including root. Anyone else out there able to test this to see if it's wide spread or just isolated to three of us please? -----Original Message----- From: Michael Finn [mailto:mfinn at nbutexas.com] Sent: 27 February 2009 19:44 To: Alex Young; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Tracking a bug with WYSIWYG editor and IE7 Further testing: Logged into a different PC (Remote Desktop); logged into RT w/ IE7 --> same problem (55 chars, extra garbage). Logged into RT as root w/ IE7 --> did NOT have the problem. Fellow IT user (with same permissions as mine) is also not having this problem. It looks like *I'm* the lucky one. :( What could it be about *my* login in RT that's causing this issue??? > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Michael Finn > Sent: Friday, February 27, 2009 9:28 AM > To: Alex Young; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > I just tried it with RTFM disabled, and got the same results: > ============= > Subject: 3rd test of RT in IE7 > MIME-Version: 1.0 > Content-Type: text/html; charset="UTF-8" > X-Mailer: MIME-tools 5.427 (Entity 5.427) > Content-Disposition: inline > Content-Transfer-Encoding: binary > X-RT-Original-Encoding: utf-8 > Content-Length: 55 > >

I > 've disabled > RTFM to test the IE7 pr > oblem > ============= > > > -----Original Message----- > > From: Alex Young [mailto:alexyoung at scoutsolutions.co.uk] > > Sent: Friday, February 27, 2009 5:04 AM > > To: Michael Finn; rt-users at lists.bestpractical.com > > Subject: RE: Tracking a bug with WYSIWYG editor and IE7 > > > > I am using pretty much the same as you, except I'm running IE7 on > > Vista. > > > > Michael, do oyu still have this bug if you disable RTFM? > > > > I can reproduce the error consistantly whenever I hit reply/comment > to > > a specific transaction. Depending on which transaction I > reply/comment > > on changes the site that the data is truncated. Doesnt matter how > much > > more I type into the reply/comment, each transaction also truncated > at > > the same bytes regardless. > > > > The Javascript errors I had in IE had nothing to do with this bug. I > > fixed it my removing the references to scriptalicous.js and > > prototype.js in the modified header from the RTx-EmailCompletion > > header. > > > > -----Original Message----- > > From: Michael Finn [mailto:mfinn at nbutexas.com] > > Sent: 25 February 2009 20:59 > > To: Alex Young; rt-users at lists.bestpractical.com > > Subject: Tracking a bug with WYSIWYG editor and IE7 > > > > The only extension I have is RTFM. More specs: > > RT-3.8.2 > > RTFM-2.4.1 > > MySQL 5.0.67 (external server) > > IE 7.0.5730.11 on WinXP SP3 > > IE7 Add-ons don't apply, because I experienced the same issue in IE7 > > "safe mode" ('iexplore -extoff'). > > > > I'm baffled. > > > > > -----Original Message----- > > > From: Alex Young [mailto:alexyoung at scoutsolutions.co.uk] > > > Sent: Wednesday, February 25, 2009 12:38 PM > > > To: Michael Finn; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] Trying to track a bug with WYSIWYG > editor,IE7 > > > and RTx-EmailCompletion > > > > > > Hmmm... odd that I dont get the error when I remove RTx- > > > EmailCompletion, but you're not using it. What other extensions are > > you > > > using? Do you still get this problem if they are disabled? > > > > > > Mine is getting truncated at 319 characters on every one. I never > > > noticed it before. > > > > > > Looks like my JavaScript error is unrelated. Its a RTx- > > EmailCompletion > > > specific error that, so nothing to do with the truncation. > > > > > > > > > ================================================ > > > MIME-Version: 1.0 > > > X-Mailer: MIME-tools 5.427 (Entity 5.427) > > > Content-Disposition: inline > > > Content-Type: text/html; charset="UTF-8" > > > Content-Transfer-Encoding: binary > > > X-RT-Original-Encoding: utf-8 > > > RT-Send-CC: > > > Content-Length: 319 > > > > > >

Does it do it when inserting content fro > > > m the previous page?

> > >

On Wed Feb 25 14:58:45 2009, ayoung wrote: > > >
> > > > T > > > his is a > > > lon > > > g winded reply to see if IE will br > > > eak > > > with the WYSIWYG
> > > > > > & > > > gt; editor yet
> > > > again.
> > > >
> > > > > > > I > > > cant understand why it breaks.
> > > &g > > > t > > > ; > > > ================================================ > > > > > > > > > -----Original Message----- > > > From: Michael Finn [mailto:mfinn at nbutexas.com] > > > Sent: 25 February 2009 18:26 > > > To: Alex Young; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] Trying to track a bug with WYSIWYG > editor,IE7 > > > and RTx-EmailCompletion > > > > > > Alex, > > > > > > I've observed the same kind of behavior when I use the "New ticket > > in" > > > button at the top, but not when I enter a comment or reply. > > > Additionally, my text is truncated at 55 characters. I'm having > this > > > issue in IE7, but not Firefox 3. I don't get JavaScript errors in > > > either browser. > > > > > > I do not use RTx-EmailCompletion, however. Here's an example of > what > > > I'm seeing (with headers): > > > ================= > > > MIME-Version: 1.0 > > > Content-Type: text/html; charset="UTF-8" > > > X-Mailer: MIME-tools 5.427 (Entity 5.427) > > > Content-Disposition: inline > > > Content-Transfer-Encoding: binary > > > X-RT-Original-Encoding: utf-8 > > > Content-Length: 55 > > > > > >

K > > > . Tibbels PC& > > > nbsp;won't boot.  " > > > ;Strik > > > ================= > > > > > > Mike > > > ----------------- > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > bounces at lists.bestpractical.com] On Behalf Of Alex Young > > > Sent: Wednesday, February 25, 2009 10:45 AM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] Trying to track a bug with WYSIWYG editor,IE7 > and > > > RTx-EmailCompletion > > > > > > Hi, > > > ????????? I'm trying to track down a bug I am experiencing with RT, > > its > > > WYSIWYG editor, IE7 and RTx-EmailCompletion. > > > > > > On my install when RT inserts content automatically into the body > of > > > the WYSIWYG editor. > > > > > > I only get this error when using Internet Explorer 7 (Haven't tried > > > other IE versions). Firefox doesn't suffer. > > > > > > If I insert and RTFM article, my user signature (set under users > > > preferences), or hit reply/comment on a ticket transaction it posts > > the > > > info correct into the WYSIWYG editor window. When submitting that > > page > > > the transaction content randomly inserts spaces, line breaks, and > > chops > > > off the end of the content. > > > > > > If I disable RTx-EmailCompletion it works fine. > > > > > > I also have a JavaScript error in IE7 when RTx-EmailCompletion is > > > enabled; > > > Line: 2 > > > Char: 1 > > > Error: Syntax error > > > Code: 0 > > > > > > This error shows on every page. Looks like it's a problem with RTx- > > > EmailCompletion. It doesn't give a JS error in Firefox. > > > > > > Has anyone else had this problem or been able to fix it? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From aaron at guise.net.nz Mon Mar 2 05:09:58 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 2 Mar 2009 23:09:58 +1300 Subject: [rt-users] Fwd: A little Scrip help In-Reply-To: References: <49A72C68.60307@lbl.gov> <49A820DC.3030408@lbl.gov> Message-ID: Yeah that totally nailed it, I'll have to watch them typo's in future. Thanks heaps for all your help guys. Just for reference the end working Scrip looks like this (minus typos) *CODE:* my $txn = $self->TransactionObj; return 0 unless $txn->Type =~ /^AddLink$/i; return 0 unless $txn->Field =~ /^MergedInto$/i; if ($txn->NewValue =~ $txn->ObjectId) { return 1; } else { return 0; } Again Thanks -- Aaron On Mon, Mar 2, 2009 at 9:06 PM, Potla, Ashish Bassaliel < c_apotla at qualcomm.com> wrote: > Hey Aaron, > You got it right, just a typo in your 'if' condition : Its ObjectId not > ObjectID. > > You can substitue this if condition with others as well like : > $self->TicketObj->Id == $txn->ObjectId > > But I feel yours should work once you correct your typo. > > Cheers! > -Ashish > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [ > rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise [ > aaron at guise.net.nz] > Sent: Monday, March 02, 2009 5:28 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Fwd: A little Scrip help > > This is the information I found in the database to support my thinking of > the below solution. > > id ObjectType ObjectId TimeTaken Type Field > OldValue NewValue ReferenceType OldReference NewReference > Data Creator Created > 341302 RT::Ticket 20263 0 AddLink MergedInto > fsck.com-rt://ham.sitel.co.nz/ticket/20219< > http://ham.sitel.co.nz/ticket/20219> > > > > 52232 2009-02-26 23:19:46 > 341303 RT::Ticket 20219 0 AddLink MergedInto > fsck.com-rt://ham.sitel.co.nz/ticket/20219< > http://ham.sitel.co.nz/ticket/20219> > > > > 52232 2009-02-26 23:19:46 > > > On Mon, Mar 2, 2009 at 12:27 PM, Aaron Guise aaron at guise.net.nz>> wrote: > Hi All, > > I have investigated the possiblility of having the trigger rule out one of > these transactions. I have now come up with the below ammendment which I > feel should work but we now get a total of 0 emails sent so I feel it is > flawed. Any ideas? > > CODE: > my $txn = $self->TransactionObj; > return 0 unless $txn->Type =~ /^AddLink$/i; > return 0 unless $txn->Field =~ /^MergedInto$/i; > if ($txn->NewValue =~ $txn->ObjectID) > { > return 1; > } > else > { > return 0; > } > return 1; > > Regards, > > Aaron Guise > [http://www.guise.net.nz/images/signatures/mob.gif]027212 6638 > [http://www.guise.net.nz/images/signatures/email.gif]aaron at guise.net.nz > > > > > On Sat, Feb 28, 2009 at 6:25 AM, Potla, Ashish Bassaliel < > c_apotla at qualcomm.com> wrote: > Hi, > When you merge two tickets , I think the condition you have defined is > evaluating to a true condition for both the tickets individually. > When the action that is 'notify owner' takes place, in both cases the > ticket that is retrieved by ID will be the same as the tickets are now > merged(Merged tickets have same ID numbers,the one into which you merged a > ticket into). > > Anyways, try tweaking the condition a bit so that when two tickets are > merged, the condition evaluates true only to one of them, preferably the one > into which a ticket is merged. > > -Ashish > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com rt-users-bounces at lists.bestpractical.com> [ > rt-users-bounces at lists.bestpractical.com rt-users-bounces at lists.bestpractical.com>] On Behalf Of Kenneth Crocker [ > KFCrocker at lbl.gov] > Sent: Friday, February 27, 2009 10:50 PM > To: Aaron Guise > Cc: rt-users at lists.bestpractical.com rt-users at lists.bestpractical.com> > Subject: Re: [rt-users] Fwd: A little Scrip help > > Aaron, > > > Well, I'm at a loss as well. Sorry. > > > Kenn > LBNL > > On 2/26/2009 4:58 PM, Aaron Guise wrote: > > I thought of this scenario already, but I created the ticket from > > another external email address which is separate from my work one which > > RT Responds to. I am the owner of the ticket data is merged with and > > hence I get one email but I have a feeling it may be emailing twice as > > there is two tickets which become one and effectively I become the owner > > of both. > > > > But it reports the ID# of the only remaining ticket in both emails. > > > > On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker > > >> wrote: > > > > Aaron, > > > > > > Are the persons getting the Email in more than 1 role? FOr > > example; If I am the Requestor & the Owner and someone merges a > > ticket into mine am I getting 1 email as requestor and 1 as owner? > > Just a thought. > > > > Kenn > > LBNL > > > > > > On 2/26/2009 3:17 PM, Aaron Guise wrote: > > > > > > > > ---------- Forwarded message ---------- > > From: *Aaron Guise* aaron at guise.net.nz> > > > aaron at guise.net.nz > > >>> > > Date: Fri, Feb 27, 2009 at 12:17 PM > > Subject: Re: [rt-users] A little Scrip help > > To: Kenneth Crocker > > > KFCrocker at lbl.gov > > >>> > > > > > > Yeah, Have double checked all of those scrips/templates again. > > The only one that nets an output matching that is the > > MergeNotifier Template. Looking in the RT interface for the > > ticket it shows that the same email sent twice one second apart. > > > > I even disabled a whole bunch of other scrips which may have > > sent a duplicate message but still to no avail. This just > > shouldn't be happening from what I can tell. > > > > *Regards,* > > > > *Aaron Guise > > 027 212 6638 > > aaron at guise.net.nz aaron at guise.net.nz> > > aaron at guise.net.nz>> > > * > > > > > > > > On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker > > KFCrocker at lbl.gov> > > KFCrocker at lbl.gov>>> wrote: > > > > Aaron, > > > > > > Check to see if there are other scrips that are > initiated > > with an owner change or ticket creation, etc. Is the template > > wording the same? Perhaps different wording for templates used > by > > different scrips will give you a clue. > > > > > > Kenn > > LBNL > > > > > > On 2/26/2009 12:46 PM, Aaron Guise wrote: > > > > Hi, > > > > I have just now amended our RT_SiteConfig with > > Set($UseTransactionBatch, 1); > > > > Unfortunately it still triggered two emails. The scrip > > itself > > is set to use transaction batch. I have posted a > > screenshot here > > with the whole configuration of that particular scrip. > > > > > > *Regards,* > > > > *Aaron Guise > > 027 212 6638 > > aaron at guise.net.nz aaron at guise.net.nz> > > aaron at guise.net.nz>> > > > > > > aaron at guise.net.nz>>> > > * > > > > > > > > > > On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker > > KFCrocker at lbl.gov> > > KFCrocker at lbl.gov>> > > > > > > KFCrocker at lbl.gov>>>> wrote: > > > > Aaron, > > > > > > You need to turn on TransactionBatch in your > > RT_SiteConfig.pm > > file in /RTHOME/etc directory. That should allow you > > to use that > > stage option. > > > > > > Kenn > > LBNL > > > > > > On 2/26/2009 10:33 AM, Aaron Guise wrote: > > > > If set to transaction batch which is marked > > Transaction > > Batch(Disabled) it seems the script is just > > disabled as > > no email > > is sent. > > > > On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish > > Bassaliel > > c_apotla at qualcomm.com> > > > > > > >> > > c_apotla at qualcomm.com> > > > > > > >>> > > c_apotla at qualcomm.com> > > > > > c_apotla at qualcomm.com> > > >> > > > > > > c_apotla at qualcomm.com> > > >>>>> > > > > wrote: > > > > > > ________________________________________ > > From: Potla, Ashish Bassaliel > > Sent: Thursday, February 26, 2009 5:59 PM > > To: Aaron Guise > > Subject: RE: [rt-users] A little Scrip help > > > > Is the scrip set to 'Transaction Batch' or > > 'Transaction Create'? > > Set it to Transaction Batch. > > > > -Ashish > > ________________________________________ > > From: rt-users-bounces at lists.bestpractical.com > > > rt-users-bounces at lists.bestpractical.com>> > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>>> > > > > rt-users-bounces at lists.bestpractical.com>> > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>>>> > > > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>> > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>>> > > > > rt-users-bounces at lists.bestpractical.com>> > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>>>>> > > > > [rt-users-bounces at lists.bestpractical.com > > > rt-users-bounces at lists.bestpractical.com>> > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>>> > > > > rt-users-bounces at lists.bestpractical.com>> > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>>>> > > > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>> > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>>> > > > > rt-users-bounces at lists.bestpractical.com>> > > rt-users-bounces at lists.bestpractical.com> > > rt-users-bounces at lists.bestpractical.com>>>>>] On Behalf Of > > Aaron Guise [aaron at guise.net.nz aaron at guise.net.nz> > > > > > > >> > > aaron at guise.net.nz> > > > >>> > > aaron at guise.net.nz> > > > aaron at guise.net.nz > > >> > > > > > > aaron at guise.net.nz>>>>] > > > > > > Sent: Thursday, February 26, 2009 4:02 PM > > To: rt-users at lists.bestpractical.com rt-users at lists.bestpractical.com> > > rt-users at lists.bestpractical.com>> > > rt-users at lists.bestpractical.com> > > rt-users at lists.bestpractical.com>>> > > rt-users at lists.bestpractical.com> > > rt-users at lists.bestpractical.com>> > > rt-users at lists.bestpractical.com> > > rt-users at lists.bestpractical.com>>>> > > > > rt-users at lists.bestpractical.com>> > > rt-users at lists.bestpractical.com> > > rt-users at lists.bestpractical.com>>> > > rt-users at lists.bestpractical.com> > > rt-users at lists.bestpractical.com>> > > rt-users at lists.bestpractical.com> > > rt-users at lists.bestpractical.com>>>>> > > > > Subject: [rt-users] A little Scrip help > > > > Hi, > > > > I have implemented a scrip to notify the owner > > in the > > event > > someone > > else merges data into one of their tickets. > > All works > > well > > but alas > > it actually sends the notification twice. There > is > > probably > > a real > > simple answer but it is baffling me. Have just > > ignored it > > the last > > few months but now I am a little beyond that. > > > > The scrip used is noted below; > > > > my $txn = $self->TransactionObj; > > return undef unless $txn->Type =~ /^AddLink$/i; > > return undef unless $txn->Field =~ > /^MergedInto$/i; > > return 1; > > > > Any assistance in stopping this will be greatly > > appreciated. > > > > -- > > Regards > > > > Aaron > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > sales at bestpractical.com> > > >>> > > sales at bestpractical.com> > > > > > sales at bestpractical.com> > > >>>> > > sales at bestpractical.com> > > > > > sales at bestpractical.com> > > >>> > > > > > > sales at bestpractical.com> > > >>>>> > > > > > > > > > > Discover RT's hidden secrets with RT Essentials > > from > > O'Reilly > > Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > ------------------------------------------------------------------------ > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > sales at bestpractical.com> > > >>> > > sales at bestpractical.com> > > > > > sales at bestpractical.com> > > >>>> > > > > > > Discover RT's hidden secrets with RT Essentials > > from O'Reilly > > Media. Buy a copy at > http://rtbook.bestpractical.com > > > > > > > > > > > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com sales at bestpractical.com> > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > > Media. Buy a copy at http://rtbook.bestpractical.com > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bogey_63 at yahoo.com Mon Mar 2 05:10:23 2009 From: bogey_63 at yahoo.com (who else) Date: Mon, 2 Mar 2009 02:10:23 -0800 (PST) Subject: [rt-users] Including RTFM Articles in Ticket; broken layout Message-ID: <22284809.post@talk.nabble.com> Hi all, i have the option of including a RTFM (RT 3.8.2 & RTFM 2.4.2) article into the ticket, and three options to choose the article in question. Third option is to scroll down a list of all articles. Since this list contains not only the subject but also the summary, this will break the layout and the "Go" Buttons are out of reach, if you run a standard screen resolution; it's the same in FF, IE7, Iron, Safari. Is there any setting to limit this list to just the subject or any other option to shrink this? Thanks. w_e -- View this message in context: http://www.nabble.com/Including-RTFM-Articles-in-Ticket--broken-layout-tp22284809p22284809.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexyoung at scoutsolutions.co.uk Mon Mar 2 05:16:09 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Mon, 2 Mar 2009 10:16:09 -0000 Subject: [rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more In-Reply-To: <22273450.post@talk.nabble.com> References: <22273450.post@talk.nabble.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64DB5CD3@s-wor-e-001.SCOUTSOFFICE.local> Have a look at RTx-EmailCompletion. If you start typing a user's name or email address it will bring up a list of emails, much like any other mail client. It gets the info from the RT database or from LDAP. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of who else Sent: 01 March 2009 14:22 To: rt-users at lists.bestpractical.com Subject: [rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more Finally: If i create a new ticket, the client field has to be filled in with the emailadress of the client. As far as i know, this is a textentry box at creation time. I'd like to have a searchfield for the users and a "go" button, so the help desk monkey can enter it right away, not having to save it first and then edit it one more time to add the user. From bogey_63 at yahoo.com Mon Mar 2 05:16:20 2009 From: bogey_63 at yahoo.com (who else) Date: Mon, 2 Mar 2009 02:16:20 -0800 (PST) Subject: [rt-users] Assettracker error message: Can't locate object method "new" via package "RTx::AssetTracker::Types"... In-Reply-To: <49AAC1E7.9080403@nyi.net> References: <22273450.post@talk.nabble.com> <20090301104715.15252y7ok5yiwhs0@webmail.mail.rice.edu> <22275144.post@talk.nabble.com> <49AAC1E7.9080403@nyi.net> Message-ID: <22285004.post@talk.nabble.com> Hi Kevin, got the following error with 1.2.4b1 (RT 3.8.2, RTFM 2.4.2): Can't locate object method "new" via package "RTx::AssetTracker::Types" (perhaps you forgot to load "RTx::AssetTracker::Types"?) at /opt/rt3/share/html/AssetTracker/Admin/Types/index.html line 70. Haven't found anything with google, on the googlecode site or in this list... Can you point me in the right direction, please? Best w_e Kevin Phair wrote: > > who else wrote: >> >> Sounds like a plan :-) Which version of RTx-AssetTracker are you using? I >> can only find 1.2.3, not 1.2.4b1; anybody got a download link? > > You can grab it out of their subversion repo, something like: > > svn checkout http://asset-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1 > at-1.2.4b1 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22285004.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aaron at guise.net.nz Mon Mar 2 05:40:27 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 2 Mar 2009 23:40:27 +1300 Subject: [rt-users] HTML Displayed by default if exists RT 3.8.0 Message-ID: Hi Everyone, I have a question regarding the Ticket History, At the present time when viewing the ticket history it shows the content matching text/plain by default. What ideally I would like to do is have it display the text/html version if it exists. i.e emailed from outlook with s table, it is stupid but our users seem to love these things. But I can see the definite benefit in having the info in a table also. Any ideas whether; 1. This is possible? 2. Where should we look? -- Regards Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Mon Mar 2 05:54:58 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 2 Mar 2009 23:54:58 +1300 Subject: [rt-users] DB Problems upgrading to RT 3.8.2 from 3.6.5 In-Reply-To: <26538009.141861235956614613.JavaMail.root@mail.onegrp.com> References: <17286604.141761235956472763.JavaMail.root@mail.onegrp.com> <26538009.141861235956614613.JavaMail.root@mail.onegrp.com> Message-ID: Hi Dave, MySQL has to convert each one of those attachments to the new datatype. Sadly this just takes time. Our DB is only miniscule compared to yours and from memory it takes around an 1hour just to get through all of our attachments. I think it is highly likely that this could be normal due to the amount of data it has to manipulate. But as it said in the docs you need to test everything. especially those binary attachments namely .pdf,.xls etc. I have some difficulty with my database for some reason or another where in doing the schema upgrade it proceeds to corrupt them all.... -- Regards Aaron On Mon, Mar 2, 2009 at 2:16 PM, David Hobley wrote: > Hello, > > I have a (happily) running RT 3.6.5 with approx 300,000 tickets in it and a > database of size of around 9 Gig (lots of attachments sadly). I have the > application upgraded, but when I try and run the schema upgrade in my test > environment it is taking forever (for values of forever which equate to > around 6 days anyway): > > # perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 root "password > > ~/sql.queries > # time `mysql -p rt3 < ~/sql.queries` > Enter password: > > real 8727m23.622s > user 0m0.012s > sys 0m0.004s > > Does anyone have any suggestions as to how I can make this faster? I have > tried to optimise MySQL as much as possible, but I am not a db expert and > obviously there is something wrong. Nb. The test environment is actually > more powerful than the production one after having shutdown evey VM on the > machine and ensured I was only running this for the time it took. > -- > Cheers, > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From maier at idowa.de Mon Mar 2 06:13:28 2009 From: maier at idowa.de (Stefan Maier) Date: Mon, 02 Mar 2009 12:13:28 +0100 Subject: [rt-users] Searching for CC In-Reply-To: <49A7C405.1050507@idowa.de> References: <49A7C405.1050507@idowa.de> Message-ID: <49ABBF58.2060702@idowa.de> Stefan Maier schrieb: > On RT 3.6.4 I have a scrip to do > $self->TicketObj->AddWatcher( Type => "Cc", Email => 'ecom at idowa.example'); > on certain tickets. > I want to define a search for all tickets that have this email-address > as a CC and tried doing: > CC.EmailAddress = 'ecom at idowa.exmaple' but this does not seem to work. > Any suggestions? > > Thanks a lot, > Stefan Maier > > In a reply to my own Question (someone might use the list archive): Upgrading SearchBuilder will fix this. -- Mit freundlichen Gr??en Stefan Maier ========================================================== Straubinger Tagblatt EDV-Abteilung FON: +49 9421 940 388 Ludwigsplatz 30 FAX: +49 9421 940 6236 D-94315 Straubing http://www.idowa.de E-Mail: maier at idowa.de ========================================================== Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung Cl. Attenkofer'sche Buch- und Kunstdruckerei Verlagsbuchhandlung Straubing KG Registergericht: Amtsgericht Straubing, HRA 1118 ========================================================== From Milos.Barina at seznam.cz Mon Mar 2 06:40:22 2009 From: Milos.Barina at seznam.cz (=?us-ascii?Q?Milos=2EBarina?=) Date: Mon, 02 Mar 2009 12:40:22 +0100 (CET) Subject: [rt-users] Linking rights in 3.8.2 Message-ID: <976.1968-4267-1837181057-1235994021@seznam.cz> Hi all, I have a question about linking rights in 3.8.2: Which right does a user need to be able to link by 'refers to'? My users see Permission denied when trying to link (by refers to) to a ticket in a queue where they don't have sufficient rights. I'd like to assign such "linking right" on a global level, perhaps to the Everyone group, however, I don't know which specific right to set to achieve this. What rights should I assign to get rid of the permission denied error message? Thank you in advance for any hint. Milos From bogey_63 at yahoo.com Mon Mar 2 07:02:01 2009 From: bogey_63 at yahoo.com (who else) Date: Mon, 2 Mar 2009 04:02:01 -0800 (PST) Subject: [rt-users] Assettracker error message: Can't locate object method "new" via package "RTx::AssetTracker::Types"... In-Reply-To: <22285004.post@talk.nabble.com> References: <22273450.post@talk.nabble.com> <20090301104715.15252y7ok5yiwhs0@webmail.mail.rice.edu> <22275144.post@talk.nabble.com> <49AAC1E7.9080403@nyi.net> <22285004.post@talk.nabble.com> Message-ID: <22286923.post@talk.nabble.com> Update: Strange things happen: By reloading the browser the "Assets"-Option in the Menu might be there or dissappear. AT also creates new error messages like this: Creation of new Asset Type (i was able to create 5 or 6 of them before being presented with this) Can't locate object method "new" via package "RTx::AssetTracker::Type" (perhaps you forgot to load "RTx::AssetTracker::Type"?) at /opt/rt3/share/html/AssetTracker/Admin/Types/Modify.html line 87. Just entered a custom field for Asset Tracker, which has been saved, while i wanted to create another one, the "Asset" Entry vanished. RT then looks like AT wouldnt be there at all, no config options whatsoever. Am wondering, whether it will find the entries i made before again, if it will reappear. Ok, came back, entered another custom field, this worked out, after creating another one, "Assets" vanished again. Someone experiencing this behaviour as well? Thanks for help w_e -- View this message in context: http://www.nabble.com/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22286923.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From josh at pha.jhu.edu Mon Mar 2 10:08:13 2009 From: josh at pha.jhu.edu (Josh Greenberg) Date: Mon, 2 Mar 2009 10:08:13 -0500 (EST) Subject: [rt-users] problems with links on RT front page Message-ID: I'm using RT 3.8.1. There are three sections on the initial front page with hyperlinks called "10 highest priority tickets I own", "10 newest unowned tickets", and "Bookmarked Tickets". When I click on any of these the link takes me to http://localhost/. So of course my browser tries to look for this page on my local desktop but it doesn't exist. I've searched through the share/html and Elements directories for something about this but I'm not a great web programmer and have trouble following some of it. Also, I looked in my httpd.conf file to see if there was some funky redirect or something but I see nothing. Is this a known bug or something that people have seen before? I'd like to get these links working. I don't know if its a problem with RT or something I need to do with apache. Any suggestions would be appreciated. Thanks. Josh From jra at baylink.com Mon Mar 2 10:29:55 2009 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 2 Mar 2009 10:29:55 -0500 (EST) Subject: [rt-users] problems with links on RT front page In-Reply-To: Message-ID: <9182556.1014831236007795319.JavaMail.root@benjamin.vicimarketing.com> ----- "Josh Greenberg" wrote: > I'm using RT 3.8.1. There are three sections on the initial front > page with hyperlinks called "10 highest priority tickets I own", "10 > newest unowned tickets", and "Bookmarked Tickets". When I click on any of > these the link takes me to http://localhost/. So of course my > browser tries to look for this page on my local desktop but it doesn't > exist. I'm fairly new at this, but I suspect that you've inadvertantly set something in your etc/RT_SiteConfig.pm to "localhost" when you should have set it to "rt-fqdn.mydomain.tld", probably $WebDomain. Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 I wondered "Why is that Frisbee getting bigger?" And then it hit me. From elacour at easter-eggs.com Mon Mar 2 10:37:27 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Mar 2009 16:37:27 +0100 Subject: [rt-users] problems with links on RT front page In-Reply-To: References: Message-ID: <20090302153726.GA3379@easter-eggs.com> On Mon, Mar 02, 2009 at 10:08:13AM -0500, Josh Greenberg wrote: > I'm using RT 3.8.1. There are three sections on the initial front page > with hyperlinks called "10 highest priority tickets I own", "10 newest > unowned tickets", and "Bookmarked Tickets". When I click on any of these > the link takes me to http://localhost/. So of course my > browser tries to look for this page on my local desktop but it doesn't > exist. > Look at your RT_SiteConfig.pm for configuration variable $WebDomain. If it's not set, set it to the right value, look at the corresponding variable in RT_Config.pm to help you. From sladkofo at yahoo-inc.com Mon Mar 2 11:02:30 2009 From: sladkofo at yahoo-inc.com (Oleg Sladkoff) Date: Mon, 02 Mar 2009 17:02:30 +0100 Subject: [rt-users] problem with RTAddressRegexp Message-ID: <1236009750.5940.15.camel@localhost.localdomain> Hi, RTAddressRegexp doesn't work as expected on my RT 3.6.5 system. I have setup the following in /etc/rt3/RT_SiteConfig.pm : Set($RTAddressRegexp , '^(.*sladkofo\@yahoo-inc\.com)$'); However I am still able to create tickets with that mail address. I there anything I missed ? regards, -- Oleg Sladkoff KELKOO - Service Architect oleg.sladkoff at yahoo-inc.com Yahoo messenger : Kelkoooleg tel : +33 (0)476848147 gsm : +33(0)675768532 From josh at pha.jhu.edu Mon Mar 2 11:07:47 2009 From: josh at pha.jhu.edu (Josh Greenberg) Date: Mon, 2 Mar 2009 11:07:47 -0500 (EST) Subject: [rt-users] problems with links on RT front page In-Reply-To: <20090302153726.GA3379@easter-eggs.com> References: <20090302153726.GA3379@easter-eggs.com> Message-ID: That was it! Thanks for all the quick responses. I actually hadn't moved the $WebDomain variable over to the RT_SiteConfig file at all and the default value in the RT_Config file is localhost. I never even thought about the RT config files. Thanks. Josh On Mon, 2 Mar 2009, Emmanuel Lacour wrote: > Date: Mon, 02 Mar 2009 16:37:27 +0100 > From: Emmanuel Lacour > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] problems with links on RT front page > > On Mon, Mar 02, 2009 at 10:08:13AM -0500, Josh Greenberg wrote: > > I'm using RT 3.8.1. There are three sections on the initial front page > > with hyperlinks called "10 highest priority tickets I own", "10 newest > > unowned tickets", and "Bookmarked Tickets". When I click on any of these > > the link takes me to http://localhost/. So of course my > > browser tries to look for this page on my local desktop but it doesn't > > exist. > > > > Look at your RT_SiteConfig.pm for configuration variable $WebDomain. If > it's not set, set it to the right value, look at the corresponding > variable in RT_Config.pm to help you. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Mon Mar 2 12:00:17 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Mar 2009 12:00:17 -0500 Subject: [rt-users] REST add/update a user In-Reply-To: <49A877EE.7020109@bitstatement.net> References: <04F770AE4B9BEC4FBDF9C306CFF44F27754D574D03@schmoozecom1.schmooze.schmoozecom.com> <49A85346.8000809@bitstatement.net> <7DC08293B3E4A24BB1FEB61A90FC367B01EC74BD@scmail-00.minervanetworks.com> <49A877EE.7020109@bitstatement.net> Message-ID: <20090302170017.GF331@17h.local> On Fri 27.Feb'09 at 15:31:58 -0800, Tom Lahti wrote: > > Can we please get some example code for this up somewhere so those of us > > that have automated employee fulfillment workflows can integrate this > > fairly easily? At the moment, I've a JSP utility that is used to create > > new users, and I'd like pre-instantiate the RT user for them (While we do > > use the ExternalAuth LDAP integration, the user still needs to login once > > for IT to add them to the proper queue...) > > Well, I can tell you off the top of my head that what you POST is XML, but > the contents of that XML are not what you would think. Nope, it's a regular form-encoded post. There's no XML anywhere. From toml at bitstatement.net Mon Mar 2 13:00:49 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 02 Mar 2009 10:00:49 -0800 Subject: [rt-users] REST add/update a user In-Reply-To: <20090302170017.GF331@17h.local> References: <04F770AE4B9BEC4FBDF9C306CFF44F27754D574D03@schmoozecom1.schmooze.schmoozecom.com> <49A85346.8000809@bitstatement.net> <7DC08293B3E4A24BB1FEB61A90FC367B01EC74BD@scmail-00.minervanetworks.com> <49A877EE.7020109@bitstatement.net> <20090302170017.GF331@17h.local> Message-ID: <49AC1ED1.4060701@bitstatement.net> >> Well, I can tell you off the top of my head that what you POST is XML, but >> the contents of that XML are not what you would think. > > Nope, it's a regular form-encoded post. There's no XML anywhere. Ah, I was right the first time. It's been about 2 weeks since I was at the HTTP level with my library and I thought I remembered XML, but that must have been for something else. From bastille at acsalaska.net Mon Mar 2 13:32:12 2009 From: bastille at acsalaska.net (Dhrakar) Date: Mon, 2 Mar 2009 10:32:12 -0800 (PST) Subject: [rt-users] *sigh* unable to get Plugins to work Message-ID: <22237933.post@talk.nabble.com> Hello All, I'm having a heck of a time getting a couple of plugins to work with RT 3.8.2. I've got RT up and running, but whenever I try to add the Set(@Plugins,(qw(RT::Authen::ExternAuth))); I get the error: Thu Feb 26 16:29:23 2009] [error] Can't locate RT/Authen/ExternAuth.pm in @INC ... Now I've tried redoing the perl Makefile.PL; make; make install several times. Should the ExternAuth files get loaded anywhere else besides /opt/rt3/local/plugins? I've got: [root at ithaca RT-Authen-ExternalAuth-0.08]# vdir $RTHOME/local/plugins total 4 drwxr-xr-x 5 root root 4096 2009-02-26 16:29 RT-Authen-ExternalAuth I guess I'm confused (even after scouring the web :-P) about how and where RT calls plugins. Does it interpret the '-' chars in RT-Authen-ExternAuth as '::' or '/' for finding the plugins? Or should the /opt/rt3/local/plugins dir show up in the @INC array? Oh, I've run fixdeps and it seems to have found everything it needs. Here are the results of the make: Thanks! Derek [root at ithaca RT-Authen-ExternalAuth-0.08]# perl Makefile.PL Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Cannot determine author info from lib/RT/Authen/ExternalAuth.pm Cannot determine license info from lib/RT/Authen/ExternalAuth.pm Using RT configuration from /opt/rt3/lib/RT.pm: ./etc => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc ./html => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html ./lib => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Checking if your kit is complete... Looks good Writing Makefile for RT::Authen::ExternalAuth [root at ithaca RT-Authen-ExternalAuth-0.08]# vdir $RTHOME/local/plugins total 4 drwxr-xr-x 5 root root 4096 2009-02-26 14:48 RT-Authen-ExternalAuth [root at ithaca RT-Authen-ExternalAuth-0.08]# rm -rf /opt/rt3/local/plugins/RT-Authen-ExternalAuth/ [root at ithaca RT-Authen-ExternalAuth-0.08]# make cp lib/RT/Authen/ExternalAuth.pm blib/lib/RT/Authen/ExternalAuth.pm cp lib/RT/Authen/ExternalAuth/LDAP.pm blib/lib/RT/Authen/ExternalAuth/LDAP.pm cp lib/RT/User_Vendor.pm blib/lib/RT/User_Vendor.pm cp lib/RT/Authen/ExternalAuth/DBI/Cookie.pm blib/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm cp lib/RT/Authen/ExternalAuth/DBI.pm blib/lib/RT/Authen/ExternalAuth/DBI.pm Manifying blib/man3/RT::Authen::ExternalAuth.3pm Manifying blib/man3/RT::User_Vendor.3pm [root at ithaca RT-Authen-ExternalAuth-0.08]# make install Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm Writing /opt/rt3/local/man/auto/RT/Authen/ExternalAuth/.packlist Appending installation info to /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/perllocal.pod Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth -- View this message in context: http://www.nabble.com/*sigh*-unable-to-get-Plugins-to-work-tp22237933p22237933.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rob.munsch at gmail.com Mon Mar 2 13:42:19 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Mon, 2 Mar 2009 13:42:19 -0500 Subject: [rt-users] *sigh* unable to get Plugins to work In-Reply-To: <22237933.post@talk.nabble.com> References: <22237933.post@talk.nabble.com> Message-ID: <8fae230c0903021042y3ead5b7ckf37cab9878e2482e@mail.gmail.com> On Mon, Mar 2, 2009 at 1:32 PM, Dhrakar wrote: > > Hello All, > ?I'm having a heck of a time getting a couple of plugins to work with RT > 3.8.2. ?I've got RT up and running, but whenever I try to add the > Set(@Plugins,(qw(RT::Authen::ExternAuth))); I get the error: I'm don't know enough about Perl to know if it'll matter, but I noticed you have more parentheses than me. I have: Set(@Plugins, qw(RT::Extension::ExtractCustomFieldValues RT::Authen::ExternalAuth)); no opening ( before the qw. -- /chown -R us:us /yourbase From Gary.Greene at minervanetworks.com Mon Mar 2 13:54:05 2009 From: Gary.Greene at minervanetworks.com (Gary Greene) Date: Mon, 2 Mar 2009 10:54:05 -0800 Subject: [rt-users] *sigh* unable to get Plugins to work In-Reply-To: <8fae230c0903021042y3ead5b7ckf37cab9878e2482e@mail.gmail.com> References: <22237933.post@talk.nabble.com> <8fae230c0903021042y3ead5b7ckf37cab9878e2482e@mail.gmail.com> Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B01EC763D@scmail-00.minervanetworks.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Rob Munsch > Sent: Monday, March 02, 2009 10:42 AM > To: Dhrakar > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] *sigh* unable to get Plugins to work > > On Mon, Mar 2, 2009 at 1:32 PM, Dhrakar > wrote: > > > > Hello All, > > ?I'm having a heck of a time getting a couple of plugins to > work with > > RT 3.8.2. ?I've got RT up and running, but whenever I try > to add the > > Set(@Plugins,(qw(RT::Authen::ExternAuth))); I get the error: > > I'm don't know enough about Perl to know if it'll matter, but > I noticed you have more parentheses than me. I have: > > Set(@Plugins, qw(RT::Extension::ExtractCustomFieldValues > RT::Authen::ExternalAuth)); > > no opening ( before the qw. Yes, this is your issue, since what you're passing with the extra parenthesis is an anonymous function instead of the string scalar entry for append to the Plugins array for inclusion. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 From toml at bitstatement.net Mon Mar 2 14:37:22 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 02 Mar 2009 11:37:22 -0800 Subject: [rt-users] REST add/update a user In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B01EC74BD@scmail-00.minervanetworks.com> References: <04F770AE4B9BEC4FBDF9C306CFF44F27754D574D03@schmoozecom1.schmooze.schmoozecom.com> <49A85346.8000809@bitstatement.net> <7DC08293B3E4A24BB1FEB61A90FC367B01EC74BD@scmail-00.minervanetworks.com> Message-ID: <49AC3572.1070200@bitstatement.net> > Can we please get some example code for this up somewhere so those of us > that have automated employee fulfillment workflows can integrate this > fairly easily? At the moment, I've a JSP utility that is used to create > new users, and I'd like pre-instantiate the RT user for them (While we do > use the ExternalAuth LDAP integration, the user still needs to login once > for IT to add them to the proper queue...) Here's some code, finally had time. This is in ruby using only standard libraries. ----- #!/usr/bin/ruby require 'net/http' require 'net/https' def rest_dump(resp,data) puts "=" * 78 puts "HTTP response code: #{resp.code}" puts "HTTP message: #{resp.message}" puts "-" * 78 puts "Response:" resp.each do |key,val| puts "#{key} => #{val}" end puts "-" * 78 puts "Data:" puts data end http = Net::HTTP.new('tickets.yourdomain.com', 443) http.use_ssl = true user = 'root' pass = 'xxxxxxxxxxxxx' # Log in to RT and get some data login = "user=#{user}&pass=#{pass}" headers = { 'Content-Type' => 'application/x-www-form-urlencoded' } resp, data = http.post('/REST/1.0/user/toml/show',login,headers) # Note: you can save the cookie here and not send the user/pass # on subsequent requests. Code omitted for brevity. rest_dump(resp,data) # display the results of user//show # create a new user data = login + "&content=id: user/new\nName: Some One\nEmailAddress: someone\@somewhere.com" resp, data = http.post('/REST/1.0/user/new/edit',data,headers) rest_dump(resp,data) # edit a user. For a full field list see "/opt/rt/bin/rt edit -t user 1" data = login + "&content=id: user/toml\nDisabled: 1\nPassword: newpass\n" resp, data = http.post('/REST/1.0/user/toml/edit',data,headers) rest_dump(resp,data) -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From timothy-flynn at uiowa.edu Mon Mar 2 14:35:19 2009 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Mon, 2 Mar 2009 13:35:19 -0600 Subject: [rt-users] Help with SVN site Message-ID: <9E05C2058E89444585E4A672C4F68EFE0220EC79@HC-MAIL13.healthcare.uiowa.edu> Hi I am trying to download RT-View-ConciseSpreadsheet. I haven't used SVN before so this is becoming a trick. Can someone shed some light on what I am doing wrong? I just want a local copy so I can install it. svn checkout http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-View-Concis eSpreadsheet temp svn: PROPFIND request failed on '/cgi-bin/index.cgi/bps/browse/RT-View-ConciseSpreadsheet' svn: PROPFIND of '/cgi-bin/index.cgi/bps/browse/RT-View-ConciseSpreadsheet': 200 OK (http://svn.bestpractical.com) Thanks, -Tim Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. From bastille at acsalaska.net Mon Mar 2 17:18:31 2009 From: bastille at acsalaska.net (Dhrakar) Date: Mon, 2 Mar 2009 14:18:31 -0800 (PST) Subject: [rt-users] *sigh* unable to get Plugins to work In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B01EC763D@scmail-00.minervanetworks.com> References: <22237933.post@talk.nabble.com> <8fae230c0903021042y3ead5b7ckf37cab9878e2482e@mail.gmail.com> <7DC08293B3E4A24BB1FEB61A90FC367B01EC763D@scmail-00.minervanetworks.com> Message-ID: <22298112.post@talk.nabble.com> Gary Greene-4 wrote: > >> > Set(@Plugins,(qw(RT::Authen::ExternAuth))); I get the error: >> >> I'm don't know enough about Perl to know if it'll matter, but >> I noticed you have more parentheses than me. I have: >> >> Set(@Plugins, qw(RT::Extension::ExtractCustomFieldValues >> RT::Authen::ExternalAuth)); >> >> no opening ( before the qw. > > Yes, this is your issue, since what you're passing with the extra > parenthesis is an anonymous function instead of the string scalar entry > for append to the Plugins array for inclusion. > > Thanks Rob and Gary ... Not only were the extra parentheses an issue, but the fact that I had spelled the module 'ExternAuth' instead of 'ExternalAuth' was definitely an issue :-P The module loads now, so I can actually work on configuring it (we're using an OS X OpenDirectory server to feed it with LDAP info). Regards, Derek -- View this message in context: http://www.nabble.com/*sigh*-unable-to-get-Plugins-to-work-tp22237933p22298112.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From david.hobley at mionegroup.com Mon Mar 2 17:23:31 2009 From: david.hobley at mionegroup.com (David Hobley) Date: Tue, 3 Mar 2009 08:23:31 +1000 (EST) Subject: [rt-users] DB Problems upgrading to RT 3.8.2 from 3.6.5 In-Reply-To: Message-ID: <23637329.156061236032611182.JavaMail.root@mail.onegrp.com> If that is the case, then RT is un-upgradeable. Which would be a problem obviously. I can't take out our database for 6 days. Over a weekend, sure. But no more than that. Does anyone have any suggestions as to how I can optimise this at all? Cheers, David ----- Original Message ----- From: "Aaron Guise" To: "David Hobley" Cc: rt-users at lists.bestpractical.com Sent: Monday, 2 March, 2009 8:54:58 PM GMT +10:00 Brisbane Subject: Re: [rt-users] DB Problems upgrading to RT 3.8.2 from 3.6.5 Hi Dave, MySQL has to convert each one of those attachments to the new datatype. Sadly this just takes time. Our DB is only miniscule compared to yours and from memory it takes around an 1hour just to get through all of our attachments. I think it is highly likely that this could be normal due to the amount of data it has to manipulate. But as it said in the docs you need to test everything. especially those binary attachments namely .pdf,.xls etc. I have some difficulty with my database for some reason or another where in doing the schema upgrade it proceeds to corrupt them all.... -- Regards Aaron On Mon, Mar 2, 2009 at 2:16 PM, David Hobley < david.hobley at mionegroup.com > wrote: Hello, I have a (happily) running RT 3.6.5 with approx 300,000 tickets in it and a database of size of around 9 Gig (lots of attachments sadly). I have the application upgraded, but when I try and run the schema upgrade in my test environment it is taking forever (for values of forever which equate to around 6 days anyway): # perl etc/upgrade/ schema.mysql-4.0-4.1.pl rt3 root "password > ~/sql.queries # time `mysql -p rt3 < ~/sql.queries` Enter password: real 8727m23.622s user 0m0.012s sys 0m0.004s Does anyone have any suggestions as to how I can make this faster? I have tried to optimise MySQL as much as possible, but I am not a db expert and obviously there is something wrong. Nb. The test environment is actually more powerful than the production one after having shutdown evey VM on the machine and ensured I was only running this for the time it took. -- Cheers, 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 -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Mar 2 17:34:27 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Mar 2009 17:34:27 -0500 Subject: [rt-users] DB Problems upgrading to RT 3.8.2 from 3.6.5 In-Reply-To: <23637329.156061236032611182.JavaMail.root@mail.onegrp.com> References: <23637329.156061236032611182.JavaMail.root@mail.onegrp.com> Message-ID: <20090302223425.GB20272@bestpractical.com> On Tue, Mar 03, 2009 at 08:23:31AM +1000, David Hobley wrote: > If that is the case, then RT is un-upgradeable. Which would be a problem obviously. I can't take out our database for 6 days. Over a weekend, sure. But no more than that. Does anyone have any suggestions as to how I can optimise this at all? Hm. I've made this schema change to larger RT instances in much less time. How heavily loaded is your database? How much IO contention is there? First up, you should make sure you've tuned mysql a bit. 30 minutes with mysqltuner can be a night-and-day change. How long do your nightly MySQL backups of RT take? Another option might be to dump, massage the schema and load. From david.hobley at mionegroup.com Mon Mar 2 18:58:25 2009 From: david.hobley at mionegroup.com (David Hobley) Date: Tue, 3 Mar 2009 09:58:25 +1000 (EST) Subject: [rt-users] DB Problems upgrading to RT 3.8.2 from 3.6.5 In-Reply-To: <20090302223425.GB20272@bestpractical.com> Message-ID: <8756240.159911236038305399.JavaMail.root@mail.onegrp.com> Jesse, Thanks for the suggestion - this is running on a separate test machine with nothing else running on it. Admittedly, it is running in a Xen VM, although this is the only VM on the underlying server and has been allocated both CPUs and all the RAM available. The file system is on the underlying disk, not an image on the underlying filesystem. I will try with mysqltuner and get back to you. The nightly backups are another option - the dump takes a couple of hours from memory, the reload takes 8. I'll look into that if mysqltuner doesn't help. Cheers, David ----- Original Message ----- From: "Jesse Vincent" To: "David Hobley" Cc: rt-users at lists.bestpractical.com Sent: Tuesday, 3 March, 2009 8:34:27 AM GMT +10:00 Brisbane Subject: Re: [rt-users] DB Problems upgrading to RT 3.8.2 from 3.6.5 On Tue, Mar 03, 2009 at 08:23:31AM +1000, David Hobley wrote: > If that is the case, then RT is un-upgradeable. Which would be a problem obviously. I can't take out our database for 6 days. Over a weekend, sure. But no more than that. Does anyone have any suggestions as to how I can optimise this at all? Hm. I've made this schema change to larger RT instances in much less time. How heavily loaded is your database? How much IO contention is there? First up, you should make sure you've tuned mysql a bit. 30 minutes with mysqltuner can be a night-and-day change. How long do your nightly MySQL backups of RT take? Another option might be to dump, massage the schema and load. -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Mon Mar 2 19:04:42 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Tue, 3 Mar 2009 13:04:42 +1300 Subject: [rt-users] Stop emails being sent for certain email addresses Message-ID: Hi, Presently we have several servers which send a notification email to our RT instance. I just wondered does anyone no of a way that we can prevent auto-replies and resolved emails going to these email addresses. The reason being is it is just servername at ourdomain.co.nz which is not setup as a mailbox and causes sendmail of course to log it's inability to send it and bounced mail recorded in our exchange server. Can we do this? -- Regards Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From bastille at acsalaska.net Mon Mar 2 19:12:59 2009 From: bastille at acsalaska.net (Dhrakar) Date: Mon, 2 Mar 2009 16:12:59 -0800 (PST) Subject: [rt-users] HTML Displayed by default if exists RT 3.8.0 In-Reply-To: References: Message-ID: <22300002.post@talk.nabble.com> Aaron Guise wrote: > > Hi Everyone, > > I have a question regarding the Ticket History, At the present time when > viewing the ticket history it shows the content matching text/plain by > default. What ideally I would like to do is have it display the text/html > version if it exists. i.e emailed from outlook with s table, it is > stupid > but our users seem to love these things. But I can see the definite > benefit > in having the info in a table also. > > Any ideas whether; > 1. This is possible? > 2. Where should we look? > > -- > Regards > > Aaron > Hi Aaron, I've been thinking about this for a bit as well (users have asked me) and it looks like if you could flip the MIME type that is stored in the attachments table to text/html then this would work. When a file is attached, I think that it is processed by $RTHOME/share/html/REST/1.0/ticket/comment. That then appears to use MIME::Entity to pick a mimetype. However, I'm also wondering if the setting of text/text for HTML files is on purpose to prevent opening up a security hole. That is, if a user can attach an arbitrary HTML file, what's to stop them from attaching a new form or whatnot and bypass the built-in RT security? If a mason file was attached and then served, would it process the mason? Derek -- View this message in context: http://www.nabble.com/HTML-Displayed-by-default-if-exists-RT-3.8.0-tp22285794p22300002.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mhoover at thectogroup.com Mon Mar 2 21:47:31 2009 From: mhoover at thectogroup.com (Matt Hoover) Date: Mon, 2 Mar 2009 18:47:31 -0800 Subject: [rt-users] Stop emails being sent for certain email addresses In-Reply-To: References: Message-ID: <996ab0890903021847s5ca22ac6kf8f2d824c1560bbd@mail.gmail.com> We have a similar situation. We just changed the from address to be noreply at rt.domain.com. We then create an alias for noreply and send it to /dev/null. You could write scrips for this as well. Above is just an easy way without having to write anything. We let RT do its magic, but then just trash the emails. Matt On Mon, Mar 2, 2009 at 4:04 PM, Aaron Guise wrote: > Hi, > > Presently we have several servers which send a notification email to our RT > instance. I just wondered does anyone no of a way that we can prevent > auto-replies and resolved emails going to these email addresses. The reason > being is it is just servername at ourdomain.co.nz which is not setup as a > mailbox and causes sendmail of course to log it's inability to send it and > bounced mail recorded in our exchange server. Can we do this? > -- > Regards > > Aaron > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.a.cochran.lists at cahir.net Tue Mar 3 00:01:28 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Tue, 3 Mar 2009 00:01:28 -0500 Subject: [rt-users] Time Worked Report Message-ID: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> I've written a sql query to pull out the time worked for all tickets resolved in the last week among other things. The problem with this is that it doesn't give a complete picture of time worked for any given week since a ticket could have had time worked put in as part of a transaction but the ticket might still be open. I could query the Transactions table for the TimeTaken field, but that could lead to double-counting if any of those transactions are part of a resolved ticket. I know I could work through the db/sql and find the right query to pull out the time worked in the last week, but I'm wondering if someone else has already done it so I can save myself the trouble. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Tue Mar 3 00:53:26 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Tue, 3 Mar 2009 18:53:26 +1300 Subject: [rt-users] Stop emails being sent for certain email addresses In-Reply-To: <996ab0890903021847s5ca22ac6kf8f2d824c1560bbd@mail.gmail.com> References: <996ab0890903021847s5ca22ac6kf8f2d824c1560bbd@mail.gmail.com> Message-ID: Thanks Matt, I never thought of that, I'll give that a go it appears for some of the emails at least it will work. But alas some are hard coded and cannot be changed, On Tue, Mar 3, 2009 at 3:47 PM, Matt Hoover wrote: > We have a similar situation. We just changed the from address to be > noreply at rt.domain.com. We then create an alias for noreply and send it to > /dev/null. > You could write scrips for this as well. Above is just an easy way without > having to write anything. We let RT do its magic, but then just trash the > emails. > > Matt > > On Mon, Mar 2, 2009 at 4:04 PM, Aaron Guise wrote: > >> Hi, >> >> Presently we have several servers which send a notification email to our >> RT instance. I just wondered does anyone no of a way that we can prevent >> auto-replies and resolved emails going to these email addresses. The reason >> being is it is just servername at ourdomain.co.nz which is not setup as a >> mailbox and causes sendmail of course to log it's inability to send it and >> bounced mail recorded in our exchange server. Can we do this? >> -- >> Regards >> >> Aaron >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexyoung at scoutsolutions.co.uk Tue Mar 3 04:28:28 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 3 Mar 2009 09:28:28 -0000 Subject: [rt-users] Time Worked Report In-Reply-To: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> References: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64DB5DA6@s-wor-e-001.SCOUTSOFFICE.local> I had a bit of a go at doing this myself. It needs some more work as it doesnt take into account if time has been removed from a ticket. It happens sometimes because of typos etc. If you get anywhere with this please share it, as I havent had the time to work on it further. PRNumber is an internal reference number that we book client work too, so you wont need that, or you can change it for something else. SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)', Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS 'Queue Name', Transactions.ObjectId AS 'Ticket ID', (select ObjectCustomFieldValues.Content from ObjectCustomFieldValues where ObjectCustomFieldValues.CustomField = '11' and Transactions.ObjectId = ObjectCustomFieldValues.ObjectId order by ObjectCustomFieldValues.id desc LIMIT 1) AS PRNumber FROM Transactions LEFT JOIN Users ON Transactions.Creator = Users.Id LEFT JOIN Tickets ON Transactions.ObjectId = Tickets.id LEFT JOIN Queues ON Tickets.Queue = Queues.Id WHERE Transactions.TimeTaken !=0 AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created GROUP BY Subject; From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen Cochran Sent: 03 March 2009 05:01 To: rt Users Subject: [rt-users] Time Worked Report I've written a sql query to pull out the time worked for all tickets resolved in the last week among other things. The problem with this is that it doesn't give a complete picture of time worked for any given week since a ticket could have had time worked put in as part of a transaction but the ticket might still be open. I could query the Transactions table for the TimeTaken field, but that could lead to double-counting if any of those transactions are part of a resolved ticket. I know I could work through the db/sql and find the right query to pull out the time worked in the last week, but I'm wondering if someone else has already done it so I can save myself the trouble. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Tue Mar 3 05:10:33 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 3 Mar 2009 02:10:33 -0800 Subject: [rt-users] Errors in apache logs after db migration. Message-ID: Hi All, Over the weekend I have migrated the data on my db to another instance with the NLS_CHARSET to be AL32UTF8. This I have done because, a new group of users from china has decided to use RT and they send emails with chinese characters in them. The db migration went well, I am able to see chinese characters getting stored in the db. But when RT sends an email I see some problems crop up. Scenario: On create 1. I have two scrips, one to notify admincc and one to send auto reply to requestor. The auto replies are sent without any distortion but when it comes to the admincc email, the subject line is gibberish ie; its not chinese but some weird characters. In the error_logs on apache I see a stack error as follows: [Tue Mar 3 09:00:15 2009] [warning]: Use of uninitialized value in string eq at /opt/prj/rt/rt3/lib/RT/Record.pm line 1701. (/opt/prj/rt/rt3/lib/RT/Record.pm:1701) [Tue Mar 3 09:00:22 2009] [error]: Could not convert attachment from assumed utf8 to 'gb2312' :Cannot decode string with wide characters at /opt/prj/rt/perl-5.8.8/lib/5.8.8/sun4-solaris-thread-multi/Encode.pm line 186. Stack: [/opt/prj/rt/perl-5.8.8/lib/5.8.8/sun4-solaris-thread-multi/Encode.pm:186] [/opt/prj/rt/rt3/lib/RT/Attachment_Overlay.pm:300] [/opt/prj/rt/rt3/local/lib/RT/Action/SendEmail.pm:399] [/opt/prj/rt/rt3/local/lib/RT/Action/SendEmail.pm:140] [/opt/prj/rt/rt3/lib/RT/Action/Notify.pm:67] [/opt/prj/rt/rt3/lib/RT/ScripAction_Overlay.pm:234] [/opt/prj/rt/rt3/lib/RT/Scrip_Overlay.pm:478] [/opt/prj/rt/rt3/lib/RT/Scrips_Overlay.pm:239] [/opt/prj/rt/rt3/lib/RT/Transaction_Overlay.pm:173] [/opt/prj/rt/perl-5.8.8/lib/site_perl/5.8.8/Hook/LexWrap.pm:41] [/opt/prj/rt/rt3/lib/RT/Record.pm:1461] [/opt/prj/rt/rt3/lib/RT/Ticket_Overlay.pm:746] [/opt/prj/rt/rt3/lib/RT/Interface/Email.pm:730] [/opt/prj/rt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/prj/rt/rt3/lib/RT/Attachment_Overlay.pm:302) This didnt happen when I was testing in development arena.. but is happening on production. I have upgraded the Encode module to v2.26, the same I have on dev server. I use: RT 3.6.5 on Oracle. Any help or suggestions or thoughts wouldl be great!! Best Regards, -Ashish From tjrc at sanger.ac.uk Tue Mar 3 08:25:01 2009 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 3 Mar 2009 13:25:01 +0000 Subject: [rt-users] 382 Shredder deleting tickets and attachments? In-Reply-To: References: Message-ID: On 27 Feb 2009, at 6:36 pm, Paul Hirose wrote: > So should rt-shredder *NOT* be used? Should the instructions in the > wiki be used instead? > > Separately, how do I delete Reminders? After I deleted all tix (or > so I thought), I still had a couple Reminders in the DB. Should > Reminders get deleted along w/Tix as well? > I've found shredder reasonably reliable for deleting tickets. I've found it to be much less reliable for deleting users... I'd quite like to clear out all of the users which get created for spam tickets which make it through, but I've had some difficulty. I'd have thought the following procedure should work, in theory: 1) Set status of spam tickets to deleted 2) Use shredder to permanently remove tickets which are marked deleted (which works fine) 3) Use shredder to remove those users who are not associated with any tickets (i.e. the no_tickets option to the users plugin) This last step is where it falls down. I've tried it, and for some reason it still ends up deleting some tickets, which rather suggests that the no_tickets rule in the users plugin doesn't quite work properly. I haven't yet found the time to hunt down the reason though, I'm afraid, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From stephen.a.cochran.lists at cahir.net Tue Mar 3 08:26:17 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Tue, 3 Mar 2009 08:26:17 -0500 Subject: [rt-users] Time Worked Report In-Reply-To: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> References: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> Message-ID: <35ccbd010903030526w7d5ba7c9j6dd1903aa9fc2806@mail.gmail.com> Just thought of another situation where it gets tricky...if the "Time Worked" is input in the Basics of the ticket itself, it doesn't log in a transaction either. So only looking in the Transactions would potentially be missing something. On Tue, Mar 3, 2009 at 12:01 AM, Stephen Cochran < stephen.a.cochran.lists at cahir.net> wrote: > > I've written a sql query to pull out the time worked for all tickets > resolved in the last week among other things. The problem with this is that > it doesn't give a complete picture of time worked for any given week since a > ticket could have had time worked put in as part of a transaction but the > ticket might still be open. I could query the Transactions table for the > TimeTaken field, but that could lead to double-counting if any of those > transactions are part of a resolved ticket. > > I know I could work through the db/sql and find the right query to pull out > the time worked in the last week, but I'm wondering if someone else has > already done it so I can save myself the trouble. > > Thanks, > Steve > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rwadkins at mcfina.com Tue Mar 3 08:46:46 2009 From: rwadkins at mcfina.com (Ray Wadkins) Date: Tue, 3 Mar 2009 08:46:46 -0500 Subject: [rt-users] Notify on Create Message-ID: <200903031346.n23DkjHN009502@mail.mcfina.net> My users are creating tickets and assigning them to owners. Unfortuately, I can't figure out the right scrip to have RT notify the assigned owner that a ticket has been created for them. Are there any suggestions/examples. Ray Wadkins Michael C. Fina Phone: 718-609-8519 Email: rwadkins at mcfina.com www.mcfawards.com ONE SOURCE TOTAL RECOGNITION --------------------------------- The information contained in this email is strictly confidential and subject to the Confidentiality Notice at www.mcfina.com/emailpolicy P Please consider the environment before choosing to print this e-mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: From i.mosyagin at perevedem.ru Tue Mar 3 09:19:17 2009 From: i.mosyagin at perevedem.ru (Igor Mosyagin) Date: Tue, 3 Mar 2009 17:19:17 +0300 Subject: [rt-users] N newest tickets on RT at A glance shows only m Hello there. Found a strage behavior of RT since more queues and permission-specific groups were created. I'm new to list, but was unable to found anything familiar there or any solutions on the net. The problem, however, is the same as described here: http://www.gossamer-threads.com/lists/rt/users/82465. The brief summary follows: For example, 10 newest tickets are ten newest global tickets, which then are filtered using user-defined permissions, resulting in less or none tickets shown. How can I change it behavior? Is this a bug or a feature? Thanks in advance. I am using RT 3.8.1 on linux with mysql 5.0.75 P.s. Proposed Set($UseSQLForACLChecks, 1); in RT_SiteConfig.pm didn't solved my problem (I was also unable to found any info on this variable in RT_Config.pm) -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexyoung at scoutsolutions.co.uk Tue Mar 3 09:52:29 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 3 Mar 2009 14:52:29 -0000 Subject: [rt-users] Time Worked Report In-Reply-To: <35ccbd010903030626i23cd96f6sccc87193707079a2@mail.gmail.com> References: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5DA6@s-wor-e-001.SCOUTSOFFICE.local> <35ccbd010903030626i23cd96f6sccc87193707079a2@mail.gmail.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64DB5E22@s-wor-e-001.SCOUTSOFFICE.local> Looks like that would work to me. Though I would need to get the time taken no matter what the status is as I was aiming at pulling the info out for time sheets for the developers and support department so the accounts department can invoice clients. At the moment RT users are putting all their work in RT, and then putting their time in a separate timesheet, which management then compile and give to accounts. It would be very useful to have a time sheet extension for this purpose, and most of the code and info must already be available in RT to do this. From: Stephen Cochran [mailto:stephen.a.cochran.lists at cahir.net] Sent: 03 March 2009 14:27 To: Alex Young Subject: Re: [rt-users] Time Worked Report Thinking through this, the only way to be completely accurate list of time spend in some given time_window would be the following (in psudo sql): # total time worked in time_window from transactions select SUM(Transactions.TimeTaken) from ... where (Tickets.status = open or stalled or new) and Transactions.Created is within time_window + # get total time worked from tickets resolved in time_window select Tickets.TimeWorked from .... where (Tickets.status = resolved) and Tickets.Resolved is within time_window - # subtract time from all transactions from tickets resolved in time_window select SUM(Transactions.TimeTaken) from ... where (Tickets.status = resolved) and Tickets.Resolved is within time_window and Transactions.ObjectId = Tickets.id This will capture all times entered directly into the TimeWorked field of the ticket as occurring during the time_window when the ticket was resolved. Probably fairly accurate, and would never be double counted. Anyone see a flaw in this? Still think this is harder than it should be. Explains why RT hasn't had these reports already ;) On Tue, Mar 3, 2009 at 4:28 AM, Alex Young wrote: I had a bit of a go at doing this myself. It needs some more work as it doesnt take into account if time has been removed from a ticket. It happens sometimes because of typos etc. If you get anywhere with this please share it, as I havent had the time to work on it further. PRNumber is an internal reference number that we book client work too, so you wont need that, or you can change it for something else. SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)', Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS 'Queue Name', Transactions.ObjectId AS 'Ticket ID', (select ObjectCustomFieldValues.Content from ObjectCustomFieldValues where ObjectCustomFieldValues.CustomField = '11' and Transactions.ObjectId = ObjectCustomFieldValues.ObjectId order by ObjectCustomFieldValues.id desc LIMIT 1) AS PRNumber FROM Transactions LEFT JOIN Users ON Transactions.Creator = Users.Id LEFT JOIN Tickets ON Transactions.ObjectId = Tickets.id LEFT JOIN Queues ON Tickets.Queue = Queues.Id WHERE Transactions.TimeTaken !=0 AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created GROUP BY Subject; From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen Cochran Sent: 03 March 2009 05:01 To: rt Users Subject: [rt-users] Time Worked Report I've written a sql query to pull out the time worked for all tickets resolved in the last week among other things. The problem with this is that it doesn't give a complete picture of time worked for any given week since a ticket could have had time worked put in as part of a transaction but the ticket might still be open. I could query the Transactions table for the TimeTaken field, but that could lead to double-counting if any of those transactions are part of a resolved ticket. I know I could work through the db/sql and find the right query to pull out the time worked in the last week, but I'm wondering if someone else has already done it so I can save myself the trouble. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Mar 3 10:18:10 2009 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 03 Mar 2009 09:18:10 -0600 Subject: [rt-users] Notify on Create In-Reply-To: <200903031346.n23DkjHN009502@mail.mcfina.net> References: <200903031346.n23DkjHN009502@mail.mcfina.net> Message-ID: <1236093490.1570.14.camel@grateful.d.umn.edu> On Tue, 2009-03-03 at 08:46 -0500, Ray Wadkins wrote: > My users are creating tickets and assigning them to owners. > Unfortuately, I can?t figure out the right scrip to have RT notify the > assigned owner that a ticket has been created for them. Are there any > suggestions/examples. Condition: "On Create" Action: "Notify Owner" Template: "Global template: Transaction" Stage: "TransactionCreate" -- Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844 University of Minnesota Duluth Information Technology Systems & Services PGP key 1024D/84E22DA2 2005-11-07 Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 He is not a fool who gives up what he cannot keep to gain what he cannot lose. -Jim Elliot -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part URL: From aperotti at cutaway.it Tue Mar 3 10:19:34 2009 From: aperotti at cutaway.it (Andrea Perotti) Date: Tue, 03 Mar 2009 16:19:34 +0100 Subject: [rt-users] QueryBuilder : what happened today? Message-ID: <49AD4A86.1040802@cutaway.it> Hi all, is there any variable, in the query builder, I can use to specify the current day? It'll be useful, to save a search to show, at the end of the day, all the ticket closed. cheers -- Andrea Perotti Cutaway S.r.l. www.cutaway.it c/o Seat PagineGialle -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3480 bytes Desc: S/MIME Cryptographic Signature URL: From jra at baylink.com Tue Mar 3 10:25:02 2009 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 3 Mar 2009 10:25:02 -0500 (EST) Subject: [rt-users] QueryBuilder : what happened today? In-Reply-To: <49AD4A86.1040802@cutaway.it> Message-ID: <13331143.1028271236093902255.JavaMail.root@benjamin.vicimarketing.com> ----- "Andrea Perotti" wrote: > is there any variable, in the query builder, I can use to specify > the current day? > > It'll be useful, to save a search to show, at the end of the day, all > the ticket closed. Yes, yes it is. All date/time fields accept perl standard date specifications, which are pretty close to Plain English; that is: you can say "today", "yesterday", "next thursday 1pm", etc. The wiki has a fuller treatment of this; if you haven't already checked out the UserManual, please do... Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 I wondered "Why is that Frisbee getting bigger?" And then it hit me. From alexyoung at scoutsolutions.co.uk Tue Mar 3 10:38:15 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 3 Mar 2009 15:38:15 -0000 Subject: [rt-users] Time Worked Report In-Reply-To: <35ccbd010903030732o6ca5302dp7cd7f163cdf2eef@mail.gmail.com> References: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5DA6@s-wor-e-001.SCOUTSOFFICE.local> <35ccbd010903030626i23cd96f6sccc87193707079a2@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5E22@s-wor-e-001.SCOUTSOFFICE.local> <35ccbd010903030732o6ca5302dp7cd7f163cdf2eef@mail.gmail.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64DB5E3C@s-wor-e-001.SCOUTSOFFICE.local> Its been suggested to make the Ticket.TimeWorked field uneditable by users. That would stop anyone from editing the field directly, and it would only change when adding or subtracted time worked in a transaction. Besides, if youre removing time from a ticket you should be saying why youre removing time. Same for adding time. Stephen, dont forget to reply to all if you want the list to see your replies. (Which I think you do) From: Stephen Cochran [mailto:stephen.a.cochran.lists at cahir.net] Sent: 03 March 2009 15:33 To: Alex Young Subject: Re: [rt-users] Time Worked Report You could use the same logic and not restrict on resolved, but not sure how you'd know not to double-count any time put in by adjusting the Tickets.TimeWorked directly. It could also be adjusted downwards as well, which raises all sorts of other questions about where that would get subtracted from. Adjustments made to TimeWorked do cause a transaction to be created, it just doesn't populate the TimeTaken field of the transaction. Now that I think about it, that might be the simplest solution, beacuse most of the complexity comes from trying to accurately deal with direct adjustments made to the Tickets.TimeWorked field. Anyone from BestP that could weigh in on the consequences of having a change to TimeWorked also record the different in Transactions.TimeTaken? On Tue, Mar 3, 2009 at 9:52 AM, Alex Young wrote: Looks like that would work to me. Though I would need to get the time taken no matter what the status is as I was aiming at pulling the info out for time sheets for the developers and support department so the accounts department can invoice clients. At the moment RT users are putting all their work in RT, and then putting their time in a separate timesheet, which management then compile and give to accounts. It would be very useful to have a time sheet extension for this purpose, and most of the code and info must already be available in RT to do this. From: Stephen Cochran [mailto:stephen.a.cochran.lists at cahir.net] Sent: 03 March 2009 14:27 To: Alex Young Subject: Re: [rt-users] Time Worked Report Thinking through this, the only way to be completely accurate list of time spend in some given time_window would be the following (in psudo sql): # total time worked in time_window from transactions select SUM(Transactions.TimeTaken) from ... where (Tickets.status = open or stalled or new) and Transactions.Created is within time_window + # get total time worked from tickets resolved in time_window select Tickets.TimeWorked from .... where (Tickets.status = resolved) and Tickets.Resolved is within time_window - # subtract time from all transactions from tickets resolved in time_window select SUM(Transactions.TimeTaken) from ... where (Tickets.status = resolved) and Tickets.Resolved is within time_window and Transactions.ObjectId = Tickets.id This will capture all times entered directly into the TimeWorked field of the ticket as occurring during the time_window when the ticket was resolved. Probably fairly accurate, and would never be double counted. Anyone see a flaw in this? Still think this is harder than it should be. Explains why RT hasn't had these reports already ;) On Tue, Mar 3, 2009 at 4:28 AM, Alex Young wrote: I had a bit of a go at doing this myself. It needs some more work as it doesnt take into account if time has been removed from a ticket. It happens sometimes because of typos etc. If you get anywhere with this please share it, as I havent had the time to work on it further. PRNumber is an internal reference number that we book client work too, so you wont need that, or you can change it for something else. SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)', Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS 'Queue Name', Transactions.ObjectId AS 'Ticket ID', (select ObjectCustomFieldValues.Content from ObjectCustomFieldValues where ObjectCustomFieldValues.CustomField = '11' and Transactions.ObjectId = ObjectCustomFieldValues.ObjectId order by ObjectCustomFieldValues.id desc LIMIT 1) AS PRNumber FROM Transactions LEFT JOIN Users ON Transactions.Creator = Users.Id LEFT JOIN Tickets ON Transactions.ObjectId = Tickets.id LEFT JOIN Queues ON Tickets.Queue = Queues.Id WHERE Transactions.TimeTaken !=0 AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created GROUP BY Subject; From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen Cochran Sent: 03 March 2009 05:01 To: rt Users Subject: [rt-users] Time Worked Report I've written a sql query to pull out the time worked for all tickets resolved in the last week among other things. The problem with this is that it doesn't give a complete picture of time worked for any given week since a ticket could have had time worked put in as part of a transaction but the ticket might still be open. I could query the Transactions table for the TimeTaken field, but that could lead to double-counting if any of those transactions are part of a resolved ticket. I know I could work through the db/sql and find the right query to pull out the time worked in the last week, but I'm wondering if someone else has already done it so I can save myself the trouble. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Mar 3 10:55:13 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 Mar 2009 10:55:13 -0500 Subject: [rt-users] N newest tickets on RT at A glance shows only m References: <62f129c40903030619x558fd72fo5af1f789c3947ff8@mail.gmail.com> Message-ID: On Mar 3, 2009, at 9:19 AM, Igor Mosyagin wrote: > Found a strage behavior of RT since more queues and permission- > specific groups were created. I'm new to list, but was unable to > found anything familiar there or any solutions on the net. The > problem, however, is the same as described here: http://www.gossamer-threads.com/lists/rt/users/82465 > . The brief summary follows: > > For example, 10 newest tickets are ten newest global tickets, which > then are filtered using user-defined permissions, resulting in less > or none tickets shown. How can I change it behavior? Is this a bug > or a feature? > > Thanks in advance. > > I am using RT 3.8.1 on linux with mysql 5.0.75 > > P.s. Proposed Set($UseSQLForACLChecks, 1); in RT_SiteConfig.pm > didn't solved my problem (I was also unable to found any info on > this variable in RT_Config.pm) > That config option was added in 3.8.2 Upgrade and try it again -kevin From bogey_63 at yahoo.com Tue Mar 3 11:27:05 2009 From: bogey_63 at yahoo.com (who else) Date: Tue, 3 Mar 2009 08:27:05 -0800 (PST) Subject: [rt-users] Self service shows more queue's than it should Message-ID: <22312158.post@talk.nabble.com> I tried a lot to get self service working like this: unpriv logs in and clicks on "create ticket". User is presented with just the queue's he has access to, but he will see always all queue's, not just the three he is entitled to. ShowQueue has been globally set for just the groups, where this user is member of. I am pretty sure i am missing something, but after crawling through tons of setting pages in rt, i seem to be lost. If someone can show me the direction and lead me a bit back on the way, i'd really appreciate. Thanks! w_e -- View this message in context: http://www.nabble.com/Self-service-shows-more-queue%27s-than-it-should-tp22312158p22312158.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From stephen.a.cochran.lists at cahir.net Tue Mar 3 11:43:02 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Tue, 3 Mar 2009 11:43:02 -0500 Subject: [rt-users] Time Worked Report In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64DB5E22@s-wor-e-001.SCOUTSOFFICE.local> References: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5DA6@s-wor-e-001.SCOUTSOFFICE.local> <35ccbd010903030626i23cd96f6sccc87193707079a2@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5E22@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <35ccbd010903030843v793288a7ic200b381de188f9a@mail.gmail.com> You could use the same logic and not restrict on resolved, but not sure how you'd know not to double-count any time put in by adjusting the Tickets.TimeWorked directly. It could also be adjusted downwards as well, which raises all sorts of other questions about where that would get subtracted from. Adjustments made to TimeWorked do cause a transaction to be created, it just doesn't populate the TimeTaken field of the transaction. Now that I think about it, that might be the simplest solution, beacuse most of the complexity comes from trying to accurately deal with direct adjustments made to the Tickets.TimeWorked field. Anyone from BestP that could weigh in on the consequences of having a change to TimeWorked also record the different in Transactions.TimeTaken? On Tue, Mar 3, 2009 at 9:52 AM, Alex Young wrote: > Looks like that would work to me. Though I would need to get the time > taken no matter what the status is as I was aiming at pulling the info out > for time sheets for the developers and support department so the accounts > department can invoice clients. At the moment RT users are putting all their > work in RT, and then putting their time in a separate timesheet, which > management then compile and give to accounts. > > > > It would be very useful to have a time sheet extension for this purpose, > and most of the code and info must already be available in RT to do this. > > > > > > > > *From:* Stephen Cochran [mailto:stephen.a.cochran.lists at cahir.net] > *Sent:* 03 March 2009 14:27 > *To:* Alex Young > *Subject:* Re: [rt-users] Time Worked Report > > > > Thinking through this, the only way to be completely accurate list of time > spend in some given time_window would be the following (in psudo sql): > > # total time worked in time_window from transactions > select SUM(Transactions.TimeTaken) from ... > where (Tickets.status = open or stalled or new) and > Transactions.Created is within time_window > > + > > # get total time worked from tickets resolved in time_window > select Tickets.TimeWorked from .... > where (Tickets.status = resolved) and > Tickets.Resolved is within time_window > > - > > # subtract time from all transactions from tickets resolved in time_window > select SUM(Transactions.TimeTaken) from ... > where (Tickets.status = resolved) and > Tickets.Resolved is within time_window and > Transactions.ObjectId = Tickets.id > > This will capture all times entered directly into the TimeWorked field of > the ticket as occurring during the time_window when the ticket was resolved. > Probably fairly accurate, and would never be double counted. > > Anyone see a flaw in this? Still think this is harder than it should be. > Explains why RT hasn't had these reports already ;) > > On Tue, Mar 3, 2009 at 4:28 AM, Alex Young < > alexyoung at scoutsolutions.co.uk> wrote: > > I had a bit of a go at doing this myself. It needs some more work as it > doesnt take into account if time has been removed from a ticket. It happens > sometimes because of typos etc. > > > > If you get anywhere with this please share it, as I havent had the time to > work on it further. > > > > PRNumber is an internal reference number that we book client work too, so > you wont need that, or you can change it for something else. > > > > SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)', > Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS 'Queue > Name', Transactions.ObjectId AS 'Ticket ID', > > (select ObjectCustomFieldValues.Content from ObjectCustomFieldValues where > ObjectCustomFieldValues.CustomField = '11' and Transactions.ObjectId = > ObjectCustomFieldValues.ObjectId order by ObjectCustomFieldValues.id desc > LIMIT 1) AS PRNumber > > FROM Transactions > > LEFT JOIN Users > > ON Transactions.Creator = Users.Id > > LEFT JOIN Tickets > > ON Transactions.ObjectId = Tickets.id > > LEFT JOIN Queues > > ON Tickets.Queue = Queues.Id > > WHERE Transactions.TimeTaken !=0 > > AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created > > GROUP BY Subject; > > > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Stephen Cochran > *Sent:* 03 March 2009 05:01 > *To:* rt Users > *Subject:* [rt-users] Time Worked Report > > > > > I've written a sql query to pull out the time worked for all tickets > resolved in the last week among other things. The problem with this is that > it doesn't give a complete picture of time worked for any given week since a > ticket could have had time worked put in as part of a transaction but the > ticket might still be open. I could query the Transactions table for the > TimeTaken field, but that could lead to double-counting if any of those > transactions are part of a resolved ticket. > > I know I could work through the db/sql and find the right query to pull out > the time worked in the last week, but I'm wondering if someone else has > already done it so I can save myself the trouble. > > Thanks, > Steve > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Mar 3 11:38:24 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 03 Mar 2009 11:38:24 -0500 Subject: [rt-users] Self service shows more queue's than it should In-Reply-To: <22312158.post@talk.nabble.com> References: <22312158.post@talk.nabble.com> Message-ID: <49AD5D00.7020706@ucrwcu.rwc.uc.edu> who else wrote: > I tried a lot to get self service working like this: > > unpriv logs in and clicks on "create ticket". > User is presented with just the queue's he has access to, but he will see > always all queue's, not just the three he is entitled to. > > ShowQueue has been globally set for just the groups, where this user is > member of. > If this was meant as I read it, you gave them a global ability to see queues which I believe means they can see all queues. > I am pretty sure i am missing something, but after crawling through tons of > setting pages in rt, i seem to be lost. > > If someone can show me the direction and lead me a bit back on the way, i'd > really appreciate. > > Thanks! > > w_e > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From rob.munsch at gmail.com Tue Mar 3 12:28:51 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Tue, 3 Mar 2009 12:28:51 -0500 Subject: [rt-users] Stop emails being sent for certain email addresses In-Reply-To: References: <996ab0890903021847s5ca22ac6kf8f2d824c1560bbd@mail.gmail.com> Message-ID: <8fae230c0903030928sbcdcd5k7c2f00c721b68a6a@mail.gmail.com> >>> Presently we have several servers which send a notification email to our >>> RT instance. ?I just wondered does anyone no of a way that we can prevent >>> auto-replies and resolved emails going to these email addresses. ?The reason Hi Aaron, I believe this is what you are looking for: http://wiki.bestpractical.com/view/OnCreateAutoReplyException You define an array of emails that are never to get a reply my @exceptionList = ('robot at automated.sys', 'cyborg at sky.net'); in the condition, and replies still go out to anyone not in that array. I'd imagine it would be easy to use on actions other than ticket create, as well. -- /chown -R us:us /yourbase From bogey_63 at yahoo.com Tue Mar 3 12:43:02 2009 From: bogey_63 at yahoo.com (who else) Date: Tue, 3 Mar 2009 09:43:02 -0800 (PST) Subject: [rt-users] Self service shows more queue's than it should In-Reply-To: <49AD5D00.7020706@ucrwcu.rwc.uc.edu> References: <22312158.post@talk.nabble.com> <49AD5D00.7020706@ucrwcu.rwc.uc.edu> Message-ID: <22313825.post@talk.nabble.com> Drew Barnes wrote: > > > > who else wrote: >> I tried a lot to get self service working like this: >> >> unpriv logs in and clicks on "create ticket". >> User is presented with just the queue's he has access to, but he will see >> always all queue's, not just the three he is entitled to. >> >> ShowQueue has been globally set for just the groups, where this user is >> member of. >> > > If this was meant as I read it, you gave them a global ability to see > queues which I believe means they can see all queues. > >> I am pretty sure i am missing something, but after crawling through tons >> of >> setting pages in rt, i seem to be lost. >> >> If someone can show me the direction and lead me a bit back on the way, >> i'd >> really appreciate. >> >> Thanks! >> >> w_e >> > > Hmmm. i gave the member of the group global rights to see some groups, but not all. Now i revoked all that rights and gave each queue a groupright to view the according queue ie the queue audio is able to see the queue audio, and now it works as intended. Pheewwww. Thank you for getting me back on track :-) w_e -- View this message in context: http://www.nabble.com/Self-service-shows-more-queue%27s-than-it-should-tp22312158p22313825.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From KFCrocker at lbl.gov Tue Mar 3 13:21:41 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 03 Mar 2009 10:21:41 -0800 Subject: [rt-users] Time Worked Report In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64DB5E22@s-wor-e-001.SCOUTSOFFICE.local> References: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5DA6@s-wor-e-001.SCOUTSOFFICE.local> <35ccbd010903030626i23cd96f6sccc87193707079a2@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5E22@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <49AD7535.305@lbl.gov> Alex, We have many group managers that want a time report by cycle (week or month). I figured we would just create a new Table (Called Time_Cycle). Then, write a cron job to run every month that would put put the time worked for the month in the appropriate cycle bucket. If the amount was the same as last month, it would put in the difference, otherwise, it would enter 0. That way, an SQL report could look at the table and see the actual time worked per month on a ticket. I haven't seen or heard anything about an enhancement to basic RT to do this, so it would have to be at your own risk. Kenn LBNL On 3/3/2009 6:52 AM, Alex Young wrote: > Looks like that would work to me. Though I would need to get the time > taken no matter what the status is as I was aiming at pulling the info > out for time sheets for the developers and support department so the > accounts department can invoice clients. At the moment RT users are > putting all their work in RT, and then putting their time in a separate > timesheet, which management then compile and give to accounts. > > > > It would be very useful to have a time sheet extension for this purpose, > and most of the code and info must already be available in RT to do this. > > > > > > > > *From:* Stephen Cochran [mailto:stephen.a.cochran.lists at cahir.net] > *Sent:* 03 March 2009 14:27 > *To:* Alex Young > *Subject:* Re: [rt-users] Time Worked Report > > > > Thinking through this, the only way to be completely accurate list of > time spend in some given time_window would be the following (in psudo sql): > > # total time worked in time_window from transactions > select SUM(Transactions.TimeTaken) from ... > where (Tickets.status = open or stalled or new) and > Transactions.Created is within time_window > > + > > # get total time worked from tickets resolved in time_window > select Tickets.TimeWorked from .... > where (Tickets.status = resolved) and > Tickets.Resolved is within time_window > > - > > # subtract time from all transactions from tickets resolved in time_window > select SUM(Transactions.TimeTaken) from ... > where (Tickets.status = resolved) and > Tickets.Resolved is within time_window and > Transactions.ObjectId = Tickets.id > > This will capture all times entered directly into the TimeWorked field > of the ticket as occurring during the time_window when the ticket was > resolved. Probably fairly accurate, and would never be double counted. > > Anyone see a flaw in this? Still think this is harder than it should be. > Explains why RT hasn't had these reports already ;) > > On Tue, Mar 3, 2009 at 4:28 AM, Alex Young > > > wrote: > > I had a bit of a go at doing this myself. It needs some more work as it > doesnt take into account if time has been removed from a ticket. It > happens sometimes because of typos etc. > > > > If you get anywhere with this please share it, as I havent had the time > to work on it further. > > > > PRNumber is an internal reference number that we book client work too, > so you wont need that, or you can change it for something else. > > > > SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)', > Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS > 'Queue Name', Transactions.ObjectId AS 'Ticket ID', > > (select ObjectCustomFieldValues.Content from ObjectCustomFieldValues > where ObjectCustomFieldValues.CustomField = '11' and > Transactions.ObjectId = ObjectCustomFieldValues.ObjectId order by > ObjectCustomFieldValues.id desc LIMIT 1) AS PRNumber > > FROM Transactions > > LEFT JOIN Users > > ON Transactions.Creator = Users.Id > > LEFT JOIN Tickets > > ON Transactions.ObjectId = Tickets.id > > LEFT JOIN Queues > > ON Tickets.Queue = Queues.Id > > WHERE Transactions.TimeTaken !=0 > > AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created > > GROUP BY Subject; > > > > > > *From:* rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com > ] *On Behalf Of > *Stephen Cochran > *Sent:* 03 March 2009 05:01 > *To:* rt Users > *Subject:* [rt-users] Time Worked Report > > > > > I've written a sql query to pull out the time worked for all tickets > resolved in the last week among other things. The problem with this is > that it doesn't give a complete picture of time worked for any given > week since a ticket could have had time worked put in as part of a > transaction but the ticket might still be open. I could query the > Transactions table for the TimeTaken field, but that could lead to > double-counting if any of those transactions are part of a resolved ticket. > > I know I could work through the db/sql and find the right query to pull > out the time worked in the last week, but I'm wondering if someone else > has already done it so I can save myself the trouble. > > Thanks, > Steve > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From stephen.a.cochran.lists at cahir.net Tue Mar 3 13:47:08 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Tue, 3 Mar 2009 13:47:08 -0500 Subject: [rt-users] Time Worked Report In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64DB5E3C@s-wor-e-001.SCOUTSOFFICE.local> References: <35ccbd010903022101s500902bcme3c0c032d2cb982e@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5DA6@s-wor-e-001.SCOUTSOFFICE.local> <35ccbd010903030626i23cd96f6sccc87193707079a2@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5E22@s-wor-e-001.SCOUTSOFFICE.local> <35ccbd010903030732o6ca5302dp7cd7f163cdf2eef@mail.gmail.com> <3CE7D8D453B27148BBCA0B2063B11E64DB5E3C@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <35ccbd010903031047u6fa80bfaj1f9c1fc038323d36@mail.gmail.com> I just took a quick look to see if I could see where the Transaction is created for editing the TimeWorked field in the Ticket Basics.Traced it as follows Ticket/Modify.html -> Web.pm::ProcessTicketBasics() -> Web.pm::UpdateRecordObject() -> Record.pm::Update(), but that seems to be it. I don't see what triggers a transaction in any of those functions. Probably easier to disable the TimeWorked field in the Ticket/Elements/EditBasics file so it can't be used by accident and train users to put in a comment/reply. Would be clean to simply have a transcation generated from modifying the basic info update the TimeTaken field in the transaction to be the different of old - new TimeWorked. Then all time info could be pulled from the transaction table easily. Steve On Tue, Mar 3, 2009 at 10:38 AM, Alex Young wrote: > Its been suggested to make the Ticket.TimeWorked field uneditable by > users. That would stop anyone from editing the field directly, and it would > only change when adding or subtracted time worked in a transaction. Besides, > if youre removing time from a ticket you should be saying why youre removing > time. Same for adding time. > > > > Stephen, dont forget to *reply to all* if you want the list to see your > replies. (Which I think you do) > > > > > > *From:* Stephen Cochran [mailto:stephen.a.cochran.lists at cahir.net] > *Sent:* 03 March 2009 15:33 > > *To:* Alex Young > *Subject:* Re: [rt-users] Time Worked Report > > > > > You could use the same logic and not restrict on resolved, but not sure how > you'd know not to double-count any time put in by adjusting the > Tickets.TimeWorked directly. It could also be adjusted downwards as well, > which raises all sorts of other questions about where that would get > subtracted from. Adjustments made to TimeWorked do cause a transaction to be > created, it just doesn't populate the TimeTaken field of the transaction. > > Now that I think about it, that might be the simplest solution, beacuse > most of the complexity comes from trying to accurately deal with direct > adjustments made to the Tickets.TimeWorked field. > > Anyone from BestP that could weigh in on the consequences of having a > change to TimeWorked also record the different in Transactions.TimeTaken? > > On Tue, Mar 3, 2009 at 9:52 AM, Alex Young < > alexyoung at scoutsolutions.co.uk> wrote: > > Looks like that would work to me. Though I would need to get the time taken > no matter what the status is as I was aiming at pulling the info out for > time sheets for the developers and support department so the accounts > department can invoice clients. At the moment RT users are putting all their > work in RT, and then putting their time in a separate timesheet, which > management then compile and give to accounts. > > > > It would be very useful to have a time sheet extension for this purpose, > and most of the code and info must already be available in RT to do this. > > > > > > > > *From:* Stephen Cochran [mailto:stephen.a.cochran.lists at cahir.net] > *Sent:* 03 March 2009 14:27 > *To:* Alex Young > *Subject:* Re: [rt-users] Time Worked Report > > > > Thinking through this, the only way to be completely accurate list of time > spend in some given time_window would be the following (in psudo sql): > > # total time worked in time_window from transactions > select SUM(Transactions.TimeTaken) from ... > where (Tickets.status = open or stalled or new) and > Transactions.Created is within time_window > > + > > # get total time worked from tickets resolved in time_window > select Tickets.TimeWorked from .... > where (Tickets.status = resolved) and > Tickets.Resolved is within time_window > > - > > # subtract time from all transactions from tickets resolved in time_window > select SUM(Transactions.TimeTaken) from ... > where (Tickets.status = resolved) and > Tickets.Resolved is within time_window and > Transactions.ObjectId = Tickets.id > > This will capture all times entered directly into the TimeWorked field of > the ticket as occurring during the time_window when the ticket was resolved. > Probably fairly accurate, and would never be double counted. > > Anyone see a flaw in this? Still think this is harder than it should be. > Explains why RT hasn't had these reports already ;) > > On Tue, Mar 3, 2009 at 4:28 AM, Alex Young > wrote: > > I had a bit of a go at doing this myself. It needs some more work as it > doesnt take into account if time has been removed from a ticket. It happens > sometimes because of typos etc. > > > > If you get anywhere with this please share it, as I havent had the time to > work on it further. > > > > PRNumber is an internal reference number that we book client work too, so > you wont need that, or you can change it for something else. > > > > SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)', > Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS 'Queue > Name', Transactions.ObjectId AS 'Ticket ID', > > (select ObjectCustomFieldValues.Content from ObjectCustomFieldValues where > ObjectCustomFieldValues.CustomField = '11' and Transactions.ObjectId = > ObjectCustomFieldValues.ObjectId order by ObjectCustomFieldValues.id desc > LIMIT 1) AS PRNumber > > FROM Transactions > > LEFT JOIN Users > > ON Transactions.Creator = Users.Id > > LEFT JOIN Tickets > > ON Transactions.ObjectId = Tickets.id > > LEFT JOIN Queues > > ON Tickets.Queue = Queues.Id > > WHERE Transactions.TimeTaken !=0 > > AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created > > GROUP BY Subject; > > > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Stephen Cochran > *Sent:* 03 March 2009 05:01 > *To:* rt Users > *Subject:* [rt-users] Time Worked Report > > > > > I've written a sql query to pull out the time worked for all tickets > resolved in the last week among other things. The problem with this is that > it doesn't give a complete picture of time worked for any given week since a > ticket could have had time worked put in as part of a transaction but the > ticket might still be open. I could query the Transactions table for the > TimeTaken field, but that could lead to double-counting if any of those > transactions are part of a resolved ticket. > > I know I could work through the db/sql and find the right query to pull out > the time worked in the last week, but I'm wondering if someone else has > already done it so I can save myself the trouble. > > Thanks, > Steve > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From frota at cecom.ufmg.br Tue Mar 3 13:24:31 2009 From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais) Date: Tue, 3 Mar 2009 15:24:31 -0300 Subject: [rt-users] Problem with Charset after migrating from 3.8.0 to 3.8.2 In-Reply-To: <8fae230c0903030928sbcdcd5k7c2f00c721b68a6a@mail.gmail.com> References: <8fae230c0903030928sbcdcd5k7c2f00c721b68a6a@mail.gmail.com> Message-ID: <200903031524.31373.frota@cecom.ufmg.br> I'm running RT v3.8.0 and RT::FM v2.2.1 and both are working ok. After installing RT v.3.8.2 and RTFM 4.2.1 on a fresh directory, all non-ascii characters are beeing displayed as it's original ASCII characters instead of UTF-8 characters: 3.8.0: 35493 Libera??o de Acesso - 150.164.76.74 3.8.2: 35493 Libera????o de Acesso - 150.164.76.74 It occurs only with tickets. RT titles, in portuguese, are displayed ok. Updates were applied to database (RT 3.8.0 is working with 3.8.2 mysql db schema). Original RT_Siteconfig.pm was copied to the new directory. Nothing else was modified: I have both versions installed and I change between versions stoping httpd, renaming RT's directory (/opt/rt to /opt/rt-3.8.2, /opt/rt-3.8.0 to /opt/rt) end restarting httpd. Does anyone have a single suggestion about the source of the problem? Thanks, -- Fernando Frota Machado de Morais Divisao de Redes de Comunicacao Centro de Computacao Universidade Federal de Minas Gerais Brasil Tel. +55(31)3409.4007 Fax. +55(31)3409.4004 From rwadkins at mcfina.com Tue Mar 3 13:49:20 2009 From: rwadkins at mcfina.com (Ray Wadkins) Date: Tue, 3 Mar 2009 13:49:20 -0500 Subject: [rt-users] Notify on Create Message-ID: <200903031849.n23InKUA001483@mail.mcfina.net> My users are creating tickets and assigning them to owners. Unfortuately, I can't figure out the right scrip to have RT notify the assigned owner that a ticket has been created for them. Are there any suggestions/examples. It should be noted that this is only an issue when the user creates a new ticket, not when an owner is assigned, but that a remarkably small percentage of the time for us. Ray Wadkins Michael C. Fina Phone: 718-609-8519 Email: rwadkins at mcfina.com www.mcfawards.com ONE SOURCE TOTAL RECOGNITION --------------------------------- The information contained in this email is strictly confidential and subject to the Confidentiality Notice at www.mcfina.com/emailpolicy P Please consider the environment before choosing to print this e-mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Mar 3 14:07:46 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 03 Mar 2009 11:07:46 -0800 Subject: [rt-users] Scrip help needed on date formatting Message-ID: <49AD8002.8070902@lbl.gov> To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the yyyy/mm/dd format for today's date. The code I was given for this is as follows: Custom Action 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 = "Stalled Date"; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $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; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009". So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL From c_apotla at qualcomm.com Tue Mar 3 14:21:56 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 3 Mar 2009 11:21:56 -0800 Subject: [rt-users] Scrip help needed on date formatting In-Reply-To: <49AD8002.8070902@lbl.gov> References: <49AD8002.8070902@lbl.gov> Message-ID: Hi, Can you give some info about the CF you are using? What is the type and validation settings on it? -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [KFCrocker at lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the yyyy/mm/dd format for today's date. The code I was given for this is as follows: Custom Action 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 = "Stalled Date"; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $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; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009". So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? 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 c_apotla at qualcomm.com Tue Mar 3 14:40:01 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 3 Mar 2009 11:40:01 -0800 Subject: [rt-users] Scrip help needed on date formatting In-Reply-To: <49AD8002.8070902@lbl.gov> References: <49AD8002.8070902@lbl.gov> Message-ID: Hey Ken, localize the variables as follows and try it out : my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [KFCrocker at lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the yyyy/mm/dd format for today's date. The code I was given for this is as follows: Custom Action 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 = "Stalled Date"; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $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; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009". So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? 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 elacour at easter-eggs.com Tue Mar 3 14:49:52 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 3 Mar 2009 20:49:52 +0100 Subject: [rt-users] Problem with Charset after migrating from 3.8.0 to 3.8.2 In-Reply-To: <200903031524.31373.frota@cecom.ufmg.br> References: <8fae230c0903030928sbcdcd5k7c2f00c721b68a6a@mail.gmail.com> <200903031524.31373.frota@cecom.ufmg.br> Message-ID: <20090303194951.GA13808@easter-eggs.com> On Tue, Mar 03, 2009 at 03:24:31PM -0300, Fernando Frota Machado de Morais wrote: > > I'm running RT v3.8.0 and RT::FM v2.2.1 and both are working ok. After > installing RT v.3.8.2 and RTFM 4.2.1 on a fresh directory, all non-ascii > characters are beeing displayed as it's original ASCII characters > instead of UTF-8 characters: > > 3.8.0: 35493 Libera??o de Acesso - 150.164.76.74 > 3.8.2: 35493 Libera????o de Acesso - 150.164.76.74 > > It occurs only with tickets. RT titles, in portuguese, are displayed ok. > > Updates were applied to database (RT 3.8.0 is working with 3.8.2 mysql Did you really read and applied steps explained in UPGRADING.mysql ?? From KFCrocker at lbl.gov Tue Mar 3 15:17:36 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 03 Mar 2009 12:17:36 -0800 Subject: [rt-users] Scrip help needed on date formatting In-Reply-To: References: <49AD8002.8070902@lbl.gov> Message-ID: <49AD9060.60504@lbl.gov> Ashish, Just "Enter one value". That's it. No validation settings. Although I've thought about using "(?#Date yyyy/mm/dd)^(([1-2][0-9][0-9][0-9])\/(0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1]))?$" as a validation setting. Kenn LBNL On 3/3/2009 11:21 AM, Potla, Ashish Bassaliel wrote: > Hi, > Can you give some info about the CF you are using? > What is the type and validation settings on it? > > -Ashish > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [KFCrocker at lbl.gov] > Sent: Wednesday, March 04, 2009 12:37 AM > To: rt Users > Subject: [rt-users] Scrip help needed on date formatting > > To all, > > > I'm a newbie to perl. I've written a few simple scrips and they are > working just fine. My problem lies in my lack of understanding as to why > some code will work in a perl program, but not in a scrip. We have some > good perl programmers here and they gave me some code to use to format a > date I needed. > Scenario: when a ticket has it's status changed to 'stalled', I want to > update a Custom Field with the yyyy/mm/dd format for today's date. The > code I was given for this is as follows: > > Custom Action 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 = "Stalled Date"; > ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); > $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; > > I get nothing. If I change the value of $cf_value to simply > (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009". > So, I know the condition works and the function of update the Custom > Field works. I just cannot get the code I was given to format the date > to work as a scrip. > Anyone have some experience with this and willing to help? > > > 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 glamorous_gujju at hotmail.com Tue Mar 3 15:14:06 2009 From: glamorous_gujju at hotmail.com (Jay Pat) Date: Wed, 4 Mar 2009 01:44:06 +0530 Subject: [rt-users] RTx Statistics graphs not working on RT 3.8.1 Message-ID: Hi there, I'm having trouble viewing graphs in RT 3.8.1. I have installed RTx-Statistics package on CentOS 5.2 with RT 3.8.1 and I'm having problem viewing Tickets per day, multiples queues and time to resolve graph Following is my configuration: Loaded perl modulesPerl v5.8.8 under linux Apache2::Const v2.000002; Apache2::Log v2.000002; Apache2::RequestIO v2.000002; Apache2::RequestRec v2.000002; Apache2::RequestUtil v2.000002; Apache2::Response v2.000002; Apache2::ServerUtil v2.000002; Apache2::Status v4.00; Apache::Session v1.87; Apache::Session::Generate::MD5 v2.11; Apache::Session::Lock::MySQL v1.01; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.01; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; APR v0.009000; APR::Pool v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.07; bytes v1.02; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.04; CGI v3.42; CGI::Cookie v1.29; CGI::Util v1.5_01; Class::Container v0.12; Class::Data::Inheritable v0.08; Class::Inspector v1.23; Class::ReturnValue v0.55; Clone v0.29; constant v1.05; CSS::Squish v0.07; Cwd v3.29; Data::Dumper v2.121_08; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v4.010; DBI v1.607; DBIx::SearchBuilder v1.54; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.20; Devel::StackTraceFrame v1.20; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.38; DynaLoader v1.05; Email::Address v1.889; Encode v2.26; Encode::Alias v2.10; Encode::Config v2.05; Encode::Encoding v2.05; Errno v1.1; Exception::Class v1.26; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.74; File::Glob v1.05; File::Path v1.08; File::ShareDir v1.00; File::Spec v3.29; File::Spec::Functions v3.29; File::Spec::Unix v3.29; File::Temp v0.21; FileHandle v2.01; GD v2.41; GD::Image v2.27; HTML::Element v3.23; HTML::Entities v3.57; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.40; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.59; HTML::Scrubber v0.08; HTML::Tagset v3.20; HTML::TreeBuilder v3.23; I18N::LangTags v0.35; integer v1.00; IO v1.22; IO::File v1.13; IO::Handle v1.25; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.02; IPC::Open3 v1.02; List::Util v1.19; Locale::Maketext v1.13; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Guts v1.13; Locale::Maketext::GutsLoader v1.13; Locale::Maketext::Lexicon v0.75; Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.22; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v2.04; Mail::Field v2.04; Mail::Field::AddrList v2.04; Mail::Field::Date v2.04; Mail::Field::Generic v2.04; Mail::Header v2.04; Mail::Internet v2.04; Mail::Mailer v2.04; Mail::Util v2.04; MIME::Base64 v3.07; MIME::Body v5.427; MIME::Decoder v5.427; MIME::Entity v5.427; MIME::Field::ContDisp v5.427; MIME::Field::ConTraEnc v5.427; MIME::Field::ContType v5.427; MIME::Field::ParamVal v5.427; MIME::Head v5.427; MIME::Parser v5.427; MIME::QuotedPrint v3.07; MIME::Tools v5.427; MIME::Words v5.427; mod_perl v2.000002; mod_perl2 v2.000002; ModPerl::Const v2.000002; Module::Versions::Report v1.06; overload v1.04; Params::Util v0.35; Params::Validate v0.91; PerlIO v1.04; PerlIO::scalar v0.04; POSIX v1.09; re v0.05; Regexp::Common v2.122; Regexp::Common::delimited v2.106; RT v3.8.1; RT::Interface::Email v2; RT::Interface::Web::Request v0.30; Scalar::Util v1.19; SelectSaver v1.01; Socket v1.78; Storable v2.18; strict v1.03; Symbol v1.06; Sys::Syslog v0.13; Text::Template v1.45; Text::Wrapper v1.02; Time::HiRes v1.9715; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.37; URI::Escape v3.29; URI::file v4.20; utf8 v1.06; vars v1.01; warnings v1.05; warnings::register v1.01; XSLoader v0.06;Please help...I really appreciate your help. _________________________________________________________________ Express your true emotions! Send a virtual kiss! Do all these cool stuff & more with Windows Live Messenger. Download here http://www.windowslive.com/Desktop/Messenger -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Mar 3 15:20:17 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 03 Mar 2009 12:20:17 -0800 Subject: [rt-users] Scrip help needed on date formatting In-Reply-To: References: <49AD8002.8070902@lbl.gov> Message-ID: <49AD9101.2030303@lbl.gov> Ashish, Tried that. No joy. Kenn LBNL On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote: > Hey Ken, > localize the variables as follows and try it out : > > my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); > my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); > > -Ashish > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [KFCrocker at lbl.gov] > Sent: Wednesday, March 04, 2009 12:37 AM > To: rt Users > Subject: [rt-users] Scrip help needed on date formatting > > To all, > > > I'm a newbie to perl. I've written a few simple scrips and they are > working just fine. My problem lies in my lack of understanding as to why > some code will work in a perl program, but not in a scrip. We have some > good perl programmers here and they gave me some code to use to format a > date I needed. > Scenario: when a ticket has it's status changed to 'stalled', I want to > update a Custom Field with the yyyy/mm/dd format for today's date. The > code I was given for this is as follows: > > Custom Action 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 = "Stalled Date"; > ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); > $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; > > I get nothing. If I change the value of $cf_value to simply > (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009". > So, I know the condition works and the function of update the Custom > Field works. I just cannot get the code I was given to format the date > to work as a scrip. > Anyone have some experience with this and willing to help? > > > 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 c_apotla at qualcomm.com Tue Mar 3 15:21:01 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 3 Mar 2009 12:21:01 -0800 Subject: [rt-users] Scrip help needed on date formatting In-Reply-To: <49AD9101.2030303@lbl.gov> References: <49AD8002.8070902@lbl.gov> , <49AD9101.2030303@lbl.gov> Message-ID: Well, it worked for me! Sorry.. keep tweaking it. hope you have return 1; in the cleanup code as well. -Ashish ________________________________________ From: Kenneth Crocker [KFCrocker at lbl.gov] Sent: Wednesday, March 04, 2009 1:50 AM To: Potla, Ashish Bassaliel Cc: rt Users Subject: Re: [rt-users] Scrip help needed on date formatting Ashish, Tried that. No joy. Kenn LBNL On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote: > Hey Ken, > localize the variables as follows and try it out : > > my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); > my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); > > -Ashish > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [KFCrocker at lbl.gov] > Sent: Wednesday, March 04, 2009 12:37 AM > To: rt Users > Subject: [rt-users] Scrip help needed on date formatting > > To all, > > > I'm a newbie to perl. I've written a few simple scrips and they are > working just fine. My problem lies in my lack of understanding as to why > some code will work in a perl program, but not in a scrip. We have some > good perl programmers here and they gave me some code to use to format a > date I needed. > Scenario: when a ticket has it's status changed to 'stalled', I want to > update a Custom Field with the yyyy/mm/dd format for today's date. The > code I was given for this is as follows: > > Custom Action 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 = "Stalled Date"; > ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); > $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; > > I get nothing. If I change the value of $cf_value to simply > (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009". > So, I know the condition works and the function of update the Custom > Field works. I just cannot get the code I was given to format the date > to work as a scrip. > Anyone have some experience with this and willing to help? > > > 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 filipe at sapia.uminho.pt Tue Mar 3 15:15:51 2009 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Tue, 3 Mar 2009 20:15:51 -0000 Subject: [rt-users] Rt 3.8.2 - Configure user signature on top Message-ID: <2631CB50A94F5A4998D56D158D071D6B01540BB0@BEFUNCIONARIOS.uminho.pt> Hi, What file i need to change in RT 3.8.2 so when I reply to some ticket I have the user signature on top that is near the last answer given. Example: " Dear Sir, --Message history-- On Tue Mar 03 16:59:15 2009, user at blalaland.bla wrote: > bla > bla > bla > bla > bla > bla > > bla, > bla " TIA, Filipe Clemente Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Tue Mar 3 15:51:33 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Wed, 4 Mar 2009 09:51:33 +1300 Subject: [rt-users] Stop emails being sent for certain email addresses In-Reply-To: <8fae230c0903030928sbcdcd5k7c2f00c721b68a6a@mail.gmail.com> References: <996ab0890903021847s5ca22ac6kf8f2d824c1560bbd@mail.gmail.com> <8fae230c0903030928sbcdcd5k7c2f00c721b68a6a@mail.gmail.com> Message-ID: That's Great Rob, I had missed that one on the wiki. That looks like it will suit perfectly. *Regards,* *Aaron Guise 027 212 6638 aaron at guise.net.nz * On Wed, Mar 4, 2009 at 6:28 AM, Rob Munsch wrote: > >>> Presently we have several servers which send a notification email to > our > >>> RT instance. I just wondered does anyone no of a way that we can > prevent > >>> auto-replies and resolved emails going to these email addresses. The > reason > > Hi Aaron, > > I believe this is what you are looking for: > > http://wiki.bestpractical.com/view/OnCreateAutoReplyException > > You define an array of emails that are never to get a reply > > my @exceptionList = ('robot at automated.sys', > 'cyborg at sky.net'); > > in the condition, and replies still go out to anyone not in that > array. I'd imagine it would be easy to use on actions other than > ticket create, as well. > > -- > /chown -R us:us /yourbase > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Mar 3 15:58:50 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 03 Mar 2009 12:58:50 -0800 Subject: [rt-users] Scrip help needed on date formatting In-Reply-To: References: <49AD8002.8070902@lbl.gov> <49AD9101.2030303@lbl.gov> Message-ID: <49AD9A0A.4030108@lbl.gov> Ashish, Yep. Kenn On 3/3/2009 12:21 PM, Potla, Ashish Bassaliel wrote: > Well, it worked for me! > Sorry.. keep tweaking it. > > hope you have return 1; in the cleanup code as well. > -Ashish > > ________________________________________ > From: Kenneth Crocker [KFCrocker at lbl.gov] > Sent: Wednesday, March 04, 2009 1:50 AM > To: Potla, Ashish Bassaliel > Cc: rt Users > Subject: Re: [rt-users] Scrip help needed on date formatting > > Ashish, > > > Tried that. No joy. > > > Kenn > LBNL > > On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote: >> Hey Ken, >> localize the variables as follows and try it out : >> >> my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); >> my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); >> >> -Ashish >> ________________________________________ >> From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [KFCrocker at lbl.gov] >> Sent: Wednesday, March 04, 2009 12:37 AM >> To: rt Users >> Subject: [rt-users] Scrip help needed on date formatting >> >> To all, >> >> >> I'm a newbie to perl. I've written a few simple scrips and they are >> working just fine. My problem lies in my lack of understanding as to why >> some code will work in a perl program, but not in a scrip. We have some >> good perl programmers here and they gave me some code to use to format a >> date I needed. >> Scenario: when a ticket has it's status changed to 'stalled', I want to >> update a Custom Field with the yyyy/mm/dd format for today's date. The >> code I was given for this is as follows: >> >> Custom Action 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 = "Stalled Date"; >> ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); >> $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; >> >> I get nothing. If I change the value of $cf_value to simply >> (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009". >> So, I know the condition works and the function of update the Custom >> Field works. I just cannot get the code I was given to format the date >> to work as a scrip. >> Anyone have some experience with this and willing to help? >> >> >> 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 mhoover at thectogroup.com Tue Mar 3 16:00:03 2009 From: mhoover at thectogroup.com (Matt Hoover) Date: Tue, 3 Mar 2009 13:00:03 -0800 Subject: [rt-users] Stop emails being sent for certain email addresses In-Reply-To: References: <996ab0890903021847s5ca22ac6kf8f2d824c1560bbd@mail.gmail.com> Message-ID: <996ab0890903031300j6d835bcaic3a07ed54f1377d6@mail.gmail.com> Aaron- Another thought, you could also use your local email client on the RT server to capture those emails and route them to /dev/null. Here is a url to the postfix manual : http://www.postfix.org/ADDRESS_REWRITING_README.html Matt On Mon, Mar 2, 2009 at 9:53 PM, Aaron Guise wrote: > Thanks Matt, > > I never thought of that, I'll give that a go it appears for some of the > emails at least it will work. But alas some are hard coded and cannot be > changed, > > On Tue, Mar 3, 2009 at 3:47 PM, Matt Hoover wrote: > >> We have a similar situation. We just changed the from address to be >> noreply at rt.domain.com. We then create an alias for noreply and send it >> to /dev/null. >> You could write scrips for this as well. Above is just an easy way >> without having to write anything. We let RT do its magic, but then just >> trash the emails. >> >> Matt >> >> On Mon, Mar 2, 2009 at 4:04 PM, Aaron Guise wrote: >> >>> Hi, >>> >>> Presently we have several servers which send a notification email to our >>> RT instance. I just wondered does anyone no of a way that we can prevent >>> auto-replies and resolved emails going to these email addresses. The reason >>> being is it is just servername at ourdomain.co.nz which is not setup as a >>> mailbox and causes sendmail of course to log it's inability to send it and >>> bounced mail recorded in our exchange server. Can we do this? >>> -- >>> Regards >>> >>> Aaron >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Mar 3 16:23:44 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 03 Mar 2009 13:23:44 -0800 Subject: [rt-users] Scrip help needed on date formatting In-Reply-To: References: <49AD8002.8070902@lbl.gov> <49AD9101.2030303@lbl.gov> Message-ID: <49AD9FE0.2050305@lbl.gov> Ashish, Sorry. I'm such a dummy. I made your changes and when I tested it, I forgot to change a condition back to original (I was testing some other stuff). It now works, like you said it would. It was the missing "my". THANKS!! Kenn LBNL On 3/3/2009 12:21 PM, Potla, Ashish Bassaliel wrote: > Well, it worked for me! > Sorry.. keep tweaking it. > > hope you have return 1; in the cleanup code as well. > -Ashish > > ________________________________________ > From: Kenneth Crocker [KFCrocker at lbl.gov] > Sent: Wednesday, March 04, 2009 1:50 AM > To: Potla, Ashish Bassaliel > Cc: rt Users > Subject: Re: [rt-users] Scrip help needed on date formatting > > Ashish, > > > Tried that. No joy. > > > Kenn > LBNL > > On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote: >> Hey Ken, >> localize the variables as follows and try it out : >> >> my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); >> my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); >> >> -Ashish >> ________________________________________ >> From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker [KFCrocker at lbl.gov] >> Sent: Wednesday, March 04, 2009 12:37 AM >> To: rt Users >> Subject: [rt-users] Scrip help needed on date formatting >> >> To all, >> >> >> I'm a newbie to perl. I've written a few simple scrips and they are >> working just fine. My problem lies in my lack of understanding as to why >> some code will work in a perl program, but not in a scrip. We have some >> good perl programmers here and they gave me some code to use to format a >> date I needed. >> Scenario: when a ticket has it's status changed to 'stalled', I want to >> update a Custom Field with the yyyy/mm/dd format for today's date. The >> code I was given for this is as follows: >> >> Custom Action 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 = "Stalled Date"; >> ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); >> $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; >> >> I get nothing. If I change the value of $cf_value to simply >> (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009". >> So, I know the condition works and the function of update the Custom >> Field works. I just cannot get the code I was given to format the date >> to work as a scrip. >> Anyone have some experience with this and willing to help? >> >> >> 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 jarends at illinois.edu Tue Mar 3 16:41:24 2009 From: jarends at illinois.edu (John Arends) Date: Tue, 03 Mar 2009 15:41:24 -0600 Subject: [rt-users] Sys::Syslog issue? Message-ID: <49ADA404.7080009@illinois.edu> I'm setting up a test instance of RT 3.8.2 on RHEL5. The dependencies check went fine, but after installation RT would not start because the version of Sys::Syslog (0.13) was too old. Any idea why nothing checked for that, or what could have happened? From blake at blakecrawford.com Tue Mar 3 16:54:10 2009 From: blake at blakecrawford.com (Blake Crawford) Date: Tue, 3 Mar 2009 16:54:10 -0500 Subject: [rt-users] Problem with AdminCC's not being sent Message-ID: <7da473950903031354l51b9f4c4o7c8df6428065b6e@mail.gmail.com> Hi folks: I've been pouring over the lists and trying to debug this for a while, but can't seem to come up with a reason. I have a group set up on a queue with all rights. When I set that group to watch a ticket as adminCC, and then create a scrip that notifies the adminCCs on comment, all indications are that the email is being sent but it doesn't ever arrive. Below is a section of the RT log, where all the XXXX's are to protect the identities of the unwilling. Please note, everything works just fine when the group is set to watch as CC's rather than AdminCCs. This very well could be a problem with the mail setup, but if so I need to communicate that to the systems folks very clearly. [Tue Mar 3 21:33:25 2009] [debug]: Subject: [xxxxxx.mtvn.com #2468] [Comment] Test ticket from blake From: "Blake Crawford via RT" Reply-To: cdmoasis-comment at xxxxxx.mtvn.com In-Reply-To: > References: < C5D30B3D.158F7%blake.crawford at xxxxxxxx.com > Message-ID: Precedence: bulk X-RT-Loop-Prevention:xxxxxx.mtvn.com RT-Ticket: xxxxxx.mtvn.com #2468 Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/) RT-Originator: Blake.Crawford at xxxxxxx.com Bcc: xxxx.xxxxxx at xxxxxx.com, xxxx.xxxxxx at xxxxxx.com To: "AdminCc of xxxxxx.mtvn.com Ticket #2468":; MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/ rt3_xxxxxx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:647) [Tue Mar 3 21:33:25 2009] [debug]: Got user mail preference 'Individual messages' for user xxxx.xxxxxx at xxxxxx.com (/opt/ rt3_xxxxxx.mtvn.com/bin/../lib/RT/A ction/SendEmail.pm:661) [Tue Mar 3 21:33:25 2009] [debug]: Got user mail preference 'Individual messages' for user xxxx.xxxxxx at xxxxxx.com (/opt/ rt3_xxxxxx.mtvn.com/bin/../lib/RT/Ac tion/SendEmail.pm:661) [Tue Mar 3 21:33:25 2009] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3_xxxxxxx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:670) [Tue Mar 3 21:33:25 2009] [debug]: Setting deferred recipients for attribute creation (/opt/ rt3_xxxxxx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:679) [Tue Mar 3 21:33:25 2009] [debug]: No recipients found for deferred delivery on transaction #15667 (/opt/ rt3_xxxxxx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm: 692) [Tue Mar 3 21:33:25 2009] [info]: < rt-3.8.1-25239-1236116005-1140.2468-24-0 at xxxxxx.mtvn.com> #2468/15667 - Scrip 24 On comment Notify Admin CCs with Template C DM OASIS Comment Template (/opt/ rt3_xxxxxx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:302) [Tue Mar 3 21:33:25 2009] [error]: < rt-3.8.1-25239-1236116005-1140.2468-24-0 at xxxxxx.mtvn.com>: `/usr/sbin/sendmail -oi -t` exitted with code 64 (/opt/rt3_xxxxxx s.mtvn.com/bin/../lib/RT/Interface/Email.pm:417) [Tue Mar 3 21:33:25 2009] [info]: < rt-3.8.1-25239-1236116005-1140.2468-24-0 at xxxxx.mtvn.com> sent To: "AdminCc of bizops.mtvn.com Ticket #2468":; Bcc: xxx.g xxxxxxx at viacom.com, xxx.xxxxx at viacom.com (/opt/ rt3_xxxxxx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:333) -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Mar 3 17:01:10 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Mar 2009 17:01:10 -0500 Subject: [rt-users] Sys::Syslog issue? In-Reply-To: <49ADA404.7080009@illinois.edu> References: <49ADA404.7080009@illinois.edu> Message-ID: <20090303220110.GB1743@17h.local> On Tue 3.Mar'09 at 15:41:24 -0600, John Arends wrote: > I'm setting up a test instance of RT 3.8.2 on RHEL5. The dependencies > check went fine, but after installation RT would not start because the > version of Sys::Syslog (0.13) was too old. > > Any idea why nothing checked for that, or what could have happened? Log::Dispatch has an undeclared dependency on a recent version of Sys::Syslog -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 3 17:04:03 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 3 Mar 2009 17:04:03 -0500 Subject: [rt-users] Sys::Syslog issue? In-Reply-To: <20090303220110.GB1743@17h.local> References: <49ADA404.7080009@illinois.edu> <20090303220110.GB1743@17h.local> Message-ID: On Mar 3, 2009, at 5:01 PM, Jesse Vincent wrote: > On Tue 3.Mar'09 at 15:41:24 -0600, John Arends wrote: >> I'm setting up a test instance of RT 3.8.2 on RHEL5. The dependencies >> check went fine, but after installation RT would not start because >> the >> version of Sys::Syslog (0.13) was too old. >> >> Any idea why nothing checked for that, or what could have happened? > > Log::Dispatch has an undeclared dependency on a recent version of > Sys::Syslog Also, we've added an explicit dependancy in trunk to work around this. It will be in 3.8.2 -kevin From eliezer.chavez at gmail.com Tue Mar 3 17:22:12 2009 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Tue, 3 Mar 2009 17:52:12 -0430 Subject: [rt-users] Problems on RT-Authen-ExternalAuth Message-ID: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> Guys This errror is appearing after i log into rt Can't call method "as_string" on an undefined value at /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 398, line 50 If you can give some ligth... Regards, -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez From rtusers-20090205 at billmail.scconsult.com Tue Mar 3 18:09:36 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 03 Mar 2009 18:09:36 -0500 Subject: [rt-users] Problem with AdminCC's not being sent In-Reply-To: <7da473950903031354l51b9f4c4o7c8df6428065b6e@mail.gmail.com> References: <7da473950903031354l51b9f4c4o7c8df6428065b6e@mail.gmail.com> Message-ID: <49ADB8B0.4080509@billmail.scconsult.com> Blake Crawford wrote, On 3/3/09 4:54 PM: > > Hi folks: > > I've been pouring over the lists and trying to debug this for a while, > but can't seem to come up with a reason. I have a group set up on a > queue with all rights. When I set that group to watch a ticket as > adminCC, and then create a scrip that notifies the adminCCs on comment, > all indications are that the email is being sent but it doesn't ever > arrive. Below is a section of the RT log, where all the XXXX's are to > protect the identities of the unwilling. > > Please note, everything works just fine when the group is set to watch > as CC's rather than AdminCCs. This very well could be a problem with > the mail setup, but if so I need to communicate that to the systems > folks very clearly. [...] > [Tue Mar 3 21:33:25 2009] [error]: > >: > `/usr/sbin/sendmail -oi -t` exitted with code 64 (/opt/rt3_xxxxxx > s.mtvn.com/bin/../lib/RT/Interface/Email.pm:417 > ) Sendmail choked on the message. If RT can send any mail at all successfully, then the most likely cause of this particular problem is a broken email address for one of the recipients. The '-t' flag that RT is passing to sendmail tells it to scan the headers for recipients. If sendmail sees an improper email address (such as one containing a non-ASCII character) in a To/Cc/Bcc header, it will reject the message altogether. I do not know for sure, but I'd bet that RT is less strict in what it allows as a user email address than sendmail is. From adamtingle at gmail.com Tue Mar 3 19:15:13 2009 From: adamtingle at gmail.com (Adam Tingle) Date: Tue, 3 Mar 2009 19:15:13 -0500 Subject: [rt-users] Rt 3.8.2 - Configure user signature on top In-Reply-To: <2631CB50A94F5A4998D56D158D071D6B01540BB0@BEFUNCIONARIOS.uminho.pt> References: <2631CB50A94F5A4998D56D158D071D6B01540BB0@BEFUNCIONARIOS.uminho.pt> Message-ID: On Tue, Mar 3, 2009 at 3:15 PM, Filipe Jos? Silva Clemente < filipe at sapia.uminho.pt> wrote: > Hi, > > > > What file i need to change in *RT 3.8.2* so when I reply to some ticket I > have the user signature on top that is near the last answer given. > I did something like this. Check this post: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg18032.html. Switch the line I changed from <% $message %><% $signature %> to <% $signature %><% $message %> and it should do what you want. Although it encourages top posting, Outlook has convinced some people in our organization that it's how email works... - Adam -------------- next part -------------- An HTML attachment was scrubbed... URL: From tnuro at yahoo.com.au Tue Mar 3 20:52:50 2009 From: tnuro at yahoo.com.au (TN) Date: Wed, 04 Mar 2009 12:52:50 +1100 Subject: [rt-users] rt3.8 won't install on debian lenny/sid Message-ID: <49ADDEF2.8010600@yahoo.com.au> Hi all, I'm trying to install rt3.8 from the experimental packages in debian (3.8.2-1) Everything seems OK, until configuring the databases I'm doing a dpkg-reconfigure, and whether I choose sqlite or mysql, the same problems occur: /usr/share/dbconfig-common/scripts/request-tracker3.8/install/mysql exited with non-zero status I haven't any idea how to fix this...any pointers ? Send instant messages to your online friends http://au.messenger.yahoo.com From jrhett at netconsonance.com Tue Mar 3 21:45:10 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 3 Mar 2009 18:45:10 -0800 Subject: [rt-users] "Editable Text" sends blank e-mails to every ticket requestor? Message-ID: <7C564EBE-3718-4D00-A81D-EA630677AD74@netconsonance.com> We just had a user pull a search of 100+ tickets, go to Editable Text then realize he was on the wrong screen and for unknown reasons click "Upload" to get off the screen. This pushed changes onto all the tickets, and sent an e-mail to every ticket requestor with no content. BURP. Um, not so good. Honestly I would consider this a bug, even though it was Stupid User Action. In the short term, can I disable this function without hacking the page source? (I've already done that, I'd prefer to undo that and Do It Right if possible) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Tue Mar 3 22:12:36 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 3 Mar 2009 19:12:36 -0800 Subject: [rt-users] problem with RTAddressRegexp - BUG In-Reply-To: <1236009750.5940.15.camel@localhost.localdomain> References: <1236009750.5940.15.camel@localhost.localdomain> Message-ID: <54468F95-2E91-4773-829B-6C94780DCCB1@netconsonance.com> On Mar 2, 2009, at 8:02 AM, Oleg Sladkoff wrote: > RTAddressRegexp doesn't work as expected on my RT 3.6.5 system. > > I have setup the following in > /etc/rt3/RT_SiteConfig.pm : > Set($RTAddressRegexp , '^(.*sladkofo\@yahoo-inc\.com)$'); > > However I am still able to create tickets with that mail address. I > there anything I missed ? Make it a non-referrable entry with ?: It didn't work for me until I did that. Honestly that should be fixed in the code. It won't work any other way. ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Tue Mar 3 22:16:20 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 3 Mar 2009 19:16:20 -0800 Subject: [rt-users] Sys::Syslog issue? In-Reply-To: References: <49ADA404.7080009@illinois.edu> <20090303220110.GB1743@17h.local> Message-ID: In a weird future reference to a past event Kevin Falcone wrote: > Also, we've added an explicit dependancy in trunk to work around this. > It will be in 3.8.2 Um... do you mean 3.8.3 ? ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From stephen.a.cochran.lists at cahir.net Wed Mar 4 00:06:56 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Wed, 4 Mar 2009 00:06:56 -0500 Subject: [rt-users] ObjectCustomFieldValues weirdness Message-ID: <35ccbd010903032106k248e884i5074a371c830d5ef@mail.gmail.com> Any idea why I'd be seeing the following in the ObjectCustomFieldValues table: mysql> select id, CustomField, ObjectType, ObjectId, Content, LastUpdated from ObjectCustomFieldValues where Objectid = 80487 and CustomField = 5; +-------+-------------+------------+----------+----------+---------------------+ | id | CustomField | ObjectType | ObjectId | Content | LastUpdated | +-------+-------------+------------+----------+----------+---------------------+ | 24363 | 5 | RT::Ticket | 80487 | Email | 2009-02-25 13:23:16 | | 24544 | 5 | RT::Ticket | 80487 | Hardware | 2009-02-25 13:23:16 | +-------+-------------+------------+----------+----------+---------------------+ 2 rows in set (0.00 sec) Two rows being inserted at exactly the same time with different Contents? FWIW, came across this while pulling out TimeTaken info from the Transactions table and mapping it to a Category custom field. Was getting duplicates that it took me a while to track down. -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.a.cochran.lists at cahir.net Wed Mar 4 00:12:43 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Wed, 4 Mar 2009 00:12:43 -0500 Subject: [rt-users] ObjectCustomFieldValues weirdness In-Reply-To: <35ccbd010903032106k248e884i5074a371c830d5ef@mail.gmail.com> References: <35ccbd010903032106k248e884i5074a371c830d5ef@mail.gmail.com> Message-ID: <35ccbd010903032112sc22ea1crd1076db119b12775@mail.gmail.com> I should add that the two results do have different Created values: +-------+----------+----------+---------------------+---------------------+ | id | ObjectId | Content | LastUpdated | Created | +-------+----------+----------+---------------------+---------------------+ | 24363 | 80487 | Email | 2009-02-25 13:23:16 | 2009-02-23 14:20:58 | | 24544 | 80487 | Hardware | 2009-02-25 13:23:16 | 2009-02-25 13:23:16 | +-------+----------+----------+---------------------+---------------------+ 2 rows in set (0.00 sec) On Wed, Mar 4, 2009 at 12:06 AM, Stephen Cochran < stephen.a.cochran.lists at cahir.net> wrote: > > Any idea why I'd be seeing the following in the ObjectCustomFieldValues > table: > > mysql> select id, CustomField, ObjectType, ObjectId, Content, LastUpdated > from ObjectCustomFieldValues where Objectid = 80487 and CustomField = 5; > > +-------+-------------+------------+----------+----------+---------------------+ > | id | CustomField | ObjectType | ObjectId | Content | > LastUpdated | > > +-------+-------------+------------+----------+----------+---------------------+ > | 24363 | 5 | RT::Ticket | 80487 | Email | 2009-02-25 > 13:23:16 | > | 24544 | 5 | RT::Ticket | 80487 | Hardware | 2009-02-25 > 13:23:16 | > > +-------+-------------+------------+----------+----------+---------------------+ > 2 rows in set (0.00 sec) > > Two rows being inserted at exactly the same time with different Contents? > > FWIW, came across this while pulling out TimeTaken info from the > Transactions table and mapping it to a Category custom field. Was getting > duplicates that it took me a while to track down. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fredb at modernp.com Wed Mar 4 02:29:05 2009 From: fredb at modernp.com (Fred Blaise) Date: Wed, 04 Mar 2009 08:29:05 +0100 Subject: [rt-users] WorkFlowBuilder, approval on new and change of queue Message-ID: <49AE2DC1.4060308@modernp.com> Hello all, I have created a CMR queue specific for tickets approval. It works fine when you create the ticket directly in it. However, I would also like to have approval tickets created when I transfer a ticket from another queue to the CMR queue. I have tried to add a second script, but rt-workflow complains when there is more than one. Any workaround for that? Thank you. fred From fredb at modernp.com Wed Mar 4 02:32:00 2009 From: fredb at modernp.com (Fred Blaise) Date: Wed, 04 Mar 2009 08:32:00 +0100 Subject: [rt-users] WorkflowBuilderRules, approval on either approver Message-ID: <49AE2E70.4040103@modernp.com> Hi all, I have a very simple need for approval. Either my manager or my director approval should suffice. I have it this way currently: > Set($WorkflowBuilderRules, > { 'CMR-approval' => [ 'IT Manager approval', 'IT Director approval'], } > ); But it still requires the 2 of them to approve for the "pending approval" status to vanish. I have also tried with another pair of angled brackets, but still no luck. How would I go about doing that? Thanks for the help. fred From elacour at easter-eggs.com Wed Mar 4 03:30:55 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 4 Mar 2009 09:30:55 +0100 Subject: [rt-users] rt3.8 won't install on debian lenny/sid In-Reply-To: <49ADDEF2.8010600@yahoo.com.au> References: <49ADDEF2.8010600@yahoo.com.au> Message-ID: <20090304083054.GA21115@easter-eggs.com> On Wed, Mar 04, 2009 at 12:52:50PM +1100, TN wrote: > Hi all, > I'm trying to install rt3.8 from the experimental packages in debian > (3.8.2-1) > Everything seems OK, until configuring the databases > > I'm doing a dpkg-reconfigure, and whether I choose sqlite or mysql, the > same problems occur: > /usr/share/dbconfig-common/scripts/request-tracker3.8/install/mysql > exited with non-zero status > > I haven't any idea how to fix this...any pointers ? > Your problem is specific to this debian made script, so you should ask the debian maintainer to help you by filling a bug to bugs.debian.org on this package. From victor.da.fonseca at fr.schindler.com Wed Mar 4 04:02:18 2009 From: victor.da.fonseca at fr.schindler.com (victor.da.fonseca at fr.schindler.com) Date: Wed, 4 Mar 2009 10:02:18 +0100 Subject: [rt-users] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e). Message-ID: Je serai absent(e) du 04/03/2009 au 09/03/2009. I'am out of office between 04/03/2009 and 09/03/2009. Mail is not forwarded. ***************************************** Nota : Les informations contenues dans ce message sont exclusivement destinées aux personnes nommées ci- dessus et peuvent contenir des données confidentielles ou protégées.Une erreur de transmission n'entraîne aucune renonciation à la onfidentialité de ces données. Si vous n'êtes pas le destinataire prévu de ce message, vous êtes informéque vous ne devez pas l'utiliser, le divulguer ou le copier, sous quelque forme que ce soit.Si vous avez reçu ce courrier électronique par erreur, merci de le supprimer ainsi que seséventuelles copies et d'informer immédiatement l'expéditeur.
Notice : The information contained in this message is intended only foruse of the individual(s) named above and may contain confidential,proprietary or legally privileged information. No confidentiality or privilege is waived or lost by any mistransmission. If you are not the intended recipient of this message you are hereby notified that you must not use, disseminate, copy it in any form or take any action in reliance of it. If you have received this message in error please delete it and any copies of it and notify the sender immediately. ********************************************** From tariq.doukkali at autoform.de Wed Mar 4 04:37:21 2009 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Wed, 4 Mar 2009 10:37:21 +0100 Subject: [rt-users] add new Ticket status Message-ID: <192B76E92530564BAAB9DD78BAE565B740FE62E580@chexchange.autoform.com> Hello all, is it possible to add a new status for the ticket ? Now I can only choose (new, open, stalled, resolved, rejected, deleted). Many Thanks !!! Best regards, Tariq -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Mar 4 04:51:56 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 4 Mar 2009 10:51:56 +0100 Subject: [rt-users] add new Ticket status In-Reply-To: <192B76E92530564BAAB9DD78BAE565B740FE62E580@chexchange.autoform.com> References: <192B76E92530564BAAB9DD78BAE565B740FE62E580@chexchange.autoform.com> Message-ID: <20090304095155.GC21115@easter-eggs.com> On Wed, Mar 04, 2009 at 10:37:21AM +0100, Tariq Doukkali wrote: > Hello all, > > is it possible to add a new status for the ticket ? Now I can only choose (new, open, stalled, resolved, rejected, deleted). > > Many Thanks !!! > Look at this in RT_Config.pm: Set(@ActiveStatus, qw(new open stalled)); Set(@InactiveStatus, qw(resolved rejected deleted)); and adjust it to RT_SiteConfig.pm as needed. From Richard.Foley at rfi.net Wed Mar 4 05:17:54 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Wed, 4 Mar 2009 11:17:54 +0100 Subject: [rt-users] RTx::WorkflowBuilder is now available on CPAN In-Reply-To: <34E94CF4-B2B1-4749-9FC9-F2607495DAB4@bestpractical.com> References: <34E94CF4-B2B1-4749-9FC9-F2607495DAB4@bestpractical.com> Message-ID: <200903041117.54453.Richard.Foley@rfi.net> On Tuesday 24 February 2009 12:42:15 Chia-liang Kao wrote: > Hi, > > RTx::WorkflowBuilder is a tool that helps you configure multi-stage > approval workflow in rt. > > It is now available at http://search.cpan.org/dist/RTx-WorkflowBuilder/. > Hi Chia-liang, This is straightforward for simple and for cascading approvals. Good work! -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ From Paul_Vlaar at isc.org Wed Mar 4 05:46:30 2009 From: Paul_Vlaar at isc.org (Paul Vlaar) Date: Wed, 04 Mar 2009 10:46:30 +0000 Subject: [rt-users] using custom field that applies to group as custom scrip condition Message-ID: <49AE5C06.9040505@isc.org> We're trying to base our autoreply on the value of a custom field that applies to a group. So I've created a scrip that applies to a queue: Condition: User Defined Action: Autoreply To Requestors Template: Global template: Contract Expiring Stage: TransactionCreate In the Custom condition this should only trigger when the custom field "Contract Status" equals "expiring": if ( $self->TransactionObj->Type eq "Create" && $self->TicketObj->GroupObj->FirstCustomFieldValue("Contract Status") eq "expiring" ) return 1; } else { return 0; } I've also tried: $self->GroupObj->FirstCustomFieldValue("Contract Status") eq "expiring" But this code doesn't trigger the template and I can't seem to find a similar example of the use of custom group fields anywhere. Thanks, ~paul -- Paul_Vlaar at isc.org - ISC Operations - PGP 0x294EC062 From mike.peachey at jennic.com Wed Mar 4 08:24:04 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 04 Mar 2009 13:24:04 +0000 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> Message-ID: <49AE80F4.9080606@jennic.com> Eliezer E Ch?vez wrote: > Guys > > This errror is appearing after i log into rt > > Can't call method "as_string" on an undefined value at > /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 398, line 50 You are almost certainly missing some configuration directives. Check that you have a filter, d_filter, base, attr_map and attr_match_list for your LDAP source. Also valid values for ExternalAuthPriority and ExternalInfoPriority. -- 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.samuele at araknos.it Wed Mar 4 09:06:51 2009 From: g.samuele at araknos.it (Gianfranco Samuele - Araknos Srl) Date: Wed, 04 Mar 2009 15:06:51 +0100 Subject: [rt-users] Can t locate object method "new" via package "RTx::AssetTracker::Assets" In-Reply-To: <49A5164C.9030106@araknos.it> References: <48ECB4FC.8060408@idowa.de> <519782dc0810080842i3d86d404q7e405019f93396d8@mail.gmail.com> <20081008154415.GI19026@bestpractical.com> <49A5164C.9030106@araknos.it> Message-ID: <49AE8AFB.8030206@araknos.it> Todd Chapman wrote: > Is DevelMode on? Trying turning it off. I've checked my RT_SiteConfig.pm and there is this line: Set($DevelMode, '0'); So I think that DevelMode is off but the problem turn-on sometime randomly. I also check /usr/share/perl for some rights problems setting /usr/share/perl5/DBIx/SearchBuilder.pm to 755 without any result. Regards, Gianfranco Samuele System g.samuele at araknos.it ******************** Araknos Srl - http://www.araknos.it/ Bologna (Italy) - V. P.Miliani 7a 40132 tel. +39-051-403001 fax +39-051-4144154 _____________________________________________________________________ Questo messaggio di posta elettronica contiene informazioni di carattere confidenziale rivolte esclusivamente al destinatario sopra indicato. E' vietato l'uso, la diffusione, distribuzione o riproduzione da parte di ogni altra persona. Nel caso aveste ricevuto questo messaggio di posta elettronica per errore, siete pregati di segnalarlo immediatamente al mittente e distruggere quanto ricevuto (compresi i file allegati) senza farne copia. Grazie. This e-mail transmission may contain legally privileged and/or confidential information. Please do not read it if you are not the intended recipient(S). Any use, distribution, reproduction or disclosure by any other person is strictly prohibited. If you have received this e-mail in error, please notify the sender and destroy the original transmission and its attachments without reading or saving it in any manner. Thank you. ______________________________________________________________________ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3665 bytes Desc: S/MIME Cryptographic Signature URL: From Jim.Tambling at datatote.co.uk Wed Mar 4 09:49:39 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Wed, 4 Mar 2009 14:49:39 -0000 Subject: [rt-users] Is there a mailing list for AT? Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBDF@mail.sys.internal> As per subject. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From efeldhusen.lists at gmail.com Wed Mar 4 11:32:49 2009 From: efeldhusen.lists at gmail.com (Eric Feldhusen) Date: Wed, 04 Mar 2009 11:32:49 -0500 Subject: [rt-users] Moved RT to another server, can't add users Message-ID: <49AEAD31.8070509@gmail.com> I've moved my instance of RT 3.6.5 from one RHEL5 server to another RHEL5 server, copying over the Mysql database and my RT_SiteConfig.pm. Everything looks good with the old tickets and I'm able to create new tickets, emails are working. The only problem I've found is that my users are "somewhat" hidden. If I go into any ticket and want to adjust the ownership of a ticket, nothing is listed, just "nobody". However, I can login as my user into RT and take ownership of a ticket and that shows up correctly with me as the owner. I thought the problem might be "old" users, so I create a new user with RT permissions. This new user doesn't show up under the configuration and "Privileged Users" Any suggestions? Eric -- Eric J. Feldhusen Director of Technology Rudyard Area Schools http://www.rudyard.k12.mi.us ericf at eup.k12.mi.us (906)-478-3771 x253 11185 Second Street (906)-478-3912 fax Rudyard, MI 49780 From sladkofo at yahoo-inc.com Wed Mar 4 12:13:50 2009 From: sladkofo at yahoo-inc.com (Oleg Sladkoff) Date: Wed, 04 Mar 2009 18:13:50 +0100 Subject: [rt-users] problem with RTAddressRegexp - BUG In-Reply-To: <54468F95-2E91-4773-829B-6C94780DCCB1@netconsonance.com> References: <1236009750.5940.15.camel@localhost.localdomain> <54468F95-2E91-4773-829B-6C94780DCCB1@netconsonance.com> Message-ID: <1236186830.19210.6.camel@prettyenter.grenoble.corp.yahoo.com> Thank you so much Jo , that did the trick ;) here is the modified regexp : Set($RTAddressRegexp , '^(?:.*sladkofo\@yahoo-inc\.com)$'); Best regards, Oleg. On Wed, 2009-03-04 at 03:12 +0000, Jo Rhett wrote: > On Mar 2, 2009, at 8:02 AM, Oleg Sladkoff wrote: > > RTAddressRegexp doesn't work as expected on my RT 3.6.5 system. > > > > I have setup the following in > > /etc/rt3/RT_SiteConfig.pm : > > Set($RTAddressRegexp , '^(.*sladkofo\@yahoo-inc\.com)$'); > > > > However I am still able to create tickets with that mail address. I > > there anything I missed ? > > > Make it a non-referrable entry with ?: It didn't work for me until I > did that. > > Honestly that should be fixed in the code. It won't work any other > way. ;-) > -- Oleg Sladkoff KELKOO - Service Architect oleg.sladkoff at yahoo-inc.com Yahoo messenger : Kelkoooleg tel : +33 (0)476848147 gsm : +33(0)675768532 From mfinn at nbutexas.com Wed Mar 4 12:30:17 2009 From: mfinn at nbutexas.com (Michael Finn) Date: Wed, 4 Mar 2009 11:30:17 -0600 Subject: [rt-users] WorkflowBuilderRules, approval on either approver In-Reply-To: <49AE2E70.4040103@modernp.com> References: <49AE2E70.4040103@modernp.com> Message-ID: I haven't tried the plugin yet, but based on the docs (http://search.cpan.org/dist/RTx-WorkflowBuilder/bin/rt-workflow), I'd guess you need something like: Set($WorkflowBuilderRules, { 'CMR-approval-rule' => ['CMR-approval' => ['IT Manager approval', 'IT Director approval'] ] } ); Hope that works/helps. Mike > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Fred Blaise > Sent: Wednesday, March 04, 2009 1:32 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] WorkflowBuilderRules, approval on either approver > > Hi all, > > I have a very simple need for approval. Either my manager or my > director > approval should suffice. > > I have it this way currently: > > > Set($WorkflowBuilderRules, > > { 'CMR-approval' => [ 'IT Manager approval', 'IT Director > approval'], } > > ); > > But it still requires the 2 of them to approve for the "pending > approval" status to vanish. I have also tried with another pair of > angled brackets, but still no luck. > > How would I go about doing that? > > Thanks for the help. > > fred > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 steve.obrien at hdesd.org Wed Mar 4 13:13:00 2009 From: steve.obrien at hdesd.org (Steve OBrien) Date: Wed, 4 Mar 2009 10:13:00 -0800 Subject: [rt-users] Best configuration to service more than one organization Message-ID: <1236190380.27300.38.camel@localhost.localdomain> Hi all, We are a regional service provider and have started using RT for our internal users. We would like to be able to offer the service to other entities and I was wondering what ways people have configured RT to meet that need. Do you just create separate queues, or do you create separate RT instances, or ???. TIA, Steve From KFCrocker at lbl.gov Wed Mar 4 13:15:07 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Mar 2009 10:15:07 -0800 Subject: [rt-users] RT Query help with comments Message-ID: <49AEC52B.5040809@lbl.gov> To all, So far, I've been able to develop every kind of query/report my users have asked for. Now someone wants a Query/report that would include the comments (only. Not any email, etc.) in the results. I have not been able to find that option in Query builder. Has anyone developed a query that will pull up comments? Thanks. Kenn LBNL From jboris at adphila.org Wed Mar 4 13:08:52 2009 From: jboris at adphila.org (John BORIS) Date: Wed, 04 Mar 2009 13:08:52 -0500 Subject: [rt-users] Where and How to Modify Asset Tracker Main Page Message-ID: <49AE7D64.2594.002B.0@adphila.org> Where can one RTFM on how to modify the main page when you click on the Assets menu in RT 3.6.3? I want to add a portion that shows the assets for the user. John J. Boris, Sr. JEN-A-SyS Administrator "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From KFCrocker at lbl.gov Wed Mar 4 13:29:11 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Mar 2009 10:29:11 -0800 Subject: [rt-users] ObjectCustomFieldValues weirdness In-Reply-To: <35ccbd010903032112sc22ea1crd1076db119b12775@mail.gmail.com> References: <35ccbd010903032106k248e884i5074a371c830d5ef@mail.gmail.com> <35ccbd010903032112sc22ea1crd1076db119b12775@mail.gmail.com> Message-ID: <49AEC877.2060108@lbl.gov> Stephen, Well, it could be a couple of things. First, and simplest, is the one with the earliest creation date may be disabled. You didn't show that field from the DataBase so I can't say for sure that is it. When a user changes the value for a CF (defined as "select one value") on a ticket, it keeps the old record and flags it as disabled and then creates a new one for the new value. You could find out about this by looking at your transaction table. It would most likely show there, since those kind of changes can be seen in a ticket's history. The other possibility is that the Custom Field was defined as "Select Multiple Values" and the user selected a single value and then selected another, or selected both at the same time. Either way, you will end up with two records for the same Custom Field for the same ticket and both will be enabled. Hope this helps. Kenn LBNL On 3/3/2009 9:12 PM, Stephen Cochran wrote: > I should add that the two results do have different Created values: > > +-------+----------+----------+---------------------+---------------------+ > | id | ObjectId | Content | LastUpdated | Created | > +-------+----------+----------+---------------------+---------------------+ > | 24363 | 80487 | Email | 2009-02-25 13:23:16 | 2009-02-23 14:20:58 | > | 24544 | 80487 | Hardware | 2009-02-25 13:23:16 | 2009-02-25 13:23:16 | > +-------+----------+----------+---------------------+---------------------+ > 2 rows in set (0.00 sec) > > > > On Wed, Mar 4, 2009 at 12:06 AM, Stephen Cochran > > wrote: > > > Any idea why I'd be seeing the following in the > ObjectCustomFieldValues table: > > mysql> select id, CustomField, ObjectType, ObjectId, Content, > LastUpdated from ObjectCustomFieldValues where Objectid = 80487 and > CustomField = 5; > +-------+-------------+------------+----------+----------+---------------------+ > | id | CustomField | ObjectType | ObjectId | Content | > LastUpdated | > +-------+-------------+------------+----------+----------+---------------------+ > | 24363 | 5 | RT::Ticket | 80487 | Email | > 2009-02-25 13:23:16 | > | 24544 | 5 | RT::Ticket | 80487 | Hardware | > 2009-02-25 13:23:16 | > +-------+-------------+------------+----------+----------+---------------------+ > 2 rows in set (0.00 sec) > > Two rows being inserted at exactly the same time with different > Contents? > > FWIW, came across this while pulling out TimeTaken info from the > Transactions table and mapping it to a Category custom field. Was > getting duplicates that it took me a while to track down. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mathew.snyder at gmail.com Wed Mar 4 13:29:31 2009 From: mathew.snyder at gmail.com (Mathew) Date: Wed, 04 Mar 2009 13:29:31 -0500 Subject: [rt-users] Shredder seems to hang Message-ID: <49AEC88B.9080506@gmail.com> It has recently become clear that a script which calls rtx-shredder never finishes. It seems that shredder is actually hanging on something but I can't figure out what. Script follows. #!/usr/bin/perl ############################################# # File: delete_spam.pl # Version: 2.1.2 # Author: Mathew Snyder # Date: August 5, 2007 # Comments: A script to gather up the spam # sent to the Security queue and # eliminate the "users" that # created it. It then marks those # tickets as deleted for the purpose # of further housecleaning by the # rtx-shredder cronjob. ############################################# #Set up our environment use warnings; use strict; use lib '/usr/local/rt3/lib'; use lib '/usr/local/rt3/local/lib'; use lib '/usr/local/lib'; use RT; use RT::Users; use RT::Tickets; use MIME::Lite; use Reports::Emails; RT::LoadConfig(); RT::Init(); my @usrID; my %userID; my @emails; my %spammers; my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; while ( my $user = $users->Next ) { next if $user->Name eq 'root'; $skipEmails{$user->EmailAddress} = undef; } my $tix = new RT::Tickets(RT::SystemUser); $tix->FromSQL('Queue = "zSPAM"'); while (my $ticket = $tix->Next) { if ($ticket->RequestorAddresses =~ /^msnyder\@xxxxxx.com$/ || $ticket->RequestorAddresses =~ /^security\@xxxxxx.com$/) { $ticket->DeleteWatcher ( Type => 'Requestor', Email => $ticket->RequestorAddresses ); # $ticket->AddWatcher ( # Type => 'Requestor', # Email => 'spammer at spammer.com' # ); } next if (exists($skipEmails{$ticket->RequestorAddresses})); $spammers{$ticket->RequestorAddresses} = undef; # push @emails, $ticket->RequestorAddresses; $ticket->SetStatus("deleted"); } my $count = 0; #foreach my $email (@emails) { foreach my $email (keys %spammers) { system("/usr/local/rt3/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,zbeeblebrox;no_tickets,true"); $count++; } system("/usr/local/rt3/local/sbin/rtx-shredder --force --plugin 'Tickets=status,deleted;queue,zSPAM;limit,1000' && rm -f /root/*.sql)"; my $emailTo = 'msnyder at xxxxxxx.com'; my $emailFrom = "RT"; my $emailSubj = "RT Spam Removal"; my $emailMsg = "The spam removal script has completed and has removed $count spam created users"; my $fullEmail = new MIME::Lite(From => $emailFrom, To => $emailTo, Subject => $emailSubj, Data => $emailMsg, ); $fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); unlink glob "*.sql"; exit; There are likely some changes which I won't be able to explain since they were made after I left the company. Admittedly, this is a poorly documented script which has left me scratching my own head wondering why I did things. Hopefully that won't stop anyone from helping. One thing that has been noticed is that there are two calls to rtx-shredder for each instance of the script. You'll see that one is a system call (sh -c) and the other is a via perl (I'm guessing from the script itself) Here is the ps output: 10013 pts/1 S 0:00 /usr/bin/perl /usr/local/sbin/delete_spam.pl 10014 pts/1 S 0:00 sh -c /usr/local/rt3/local/sbin/rtx-shredder --force --plugin 'Tickets=status,deleted;queue,zSPAM;limit,500' && rm -f /root/*.sql 10015 pts/1 S 0:31 /usr/bin/perl /usr/local/rt3/local/sbin/rtx-shredder --force --plugin Tickets=status,deleted;queue,zSPAM;limit,500 In this output, I found that by killing process 10015 the other two terminated instantly. I'm guessing that when the system call is made perl is invoked again by way of rtx-shredder and 10015 reflect all the arguments passed. However, it never exits giving control back to the system call which would then, in turn, terminate giving control back to the script. I haven't seen any particular errors but then, I don't know what they would look like. Anyone else run into a similar problem? -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom From KFCrocker at lbl.gov Wed Mar 4 13:39:09 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Mar 2009 10:39:09 -0800 Subject: [rt-users] using custom field that applies to group as custom scrip condition In-Reply-To: <49AE5C06.9040505@isc.org> References: <49AE5C06.9040505@isc.org> Message-ID: <49AECACD.6070805@lbl.gov> Paul, I use the following scrip for the condition and it works for me: 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 => "Review Process"); return 0 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "Review Complete-Approved") { return 1; } } return 0; Your scrip seemed to be looking for a "create" transaction. So it will only work if the CF value is what your looking for "at the time of creation" ONLY. Whereas mine is merely looking for when the CF has been altered, WHENEVER. Also, keep in mind is that there is case-sensitivity in all comparisons. Hope this helps. Kenn LBNL On 3/4/2009 2:46 AM, Paul Vlaar wrote: > We're trying to base our autoreply on the value of a custom field that > applies to a group. So I've created a scrip that applies to a queue: > > Condition: User Defined > Action: Autoreply To Requestors > Template: Global template: Contract Expiring > Stage: TransactionCreate > > In the Custom condition this should only trigger when the custom field > "Contract Status" equals "expiring": > > if ( $self->TransactionObj->Type eq "Create" && > $self->TicketObj->GroupObj->FirstCustomFieldValue("Contract Status") eq > "expiring" ) > return 1; > } else { > return 0; > } > > I've also tried: > > $self->GroupObj->FirstCustomFieldValue("Contract Status") eq > "expiring" > > But this code doesn't trigger the template and I can't seem to find a > similar example of the use of custom group fields anywhere. > > Thanks, > > ~paul > From KFCrocker at lbl.gov Wed Mar 4 13:46:57 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Mar 2009 10:46:57 -0800 Subject: [rt-users] Best configuration to service more than one organization In-Reply-To: <1236190380.27300.38.camel@localhost.localdomain> References: <1236190380.27300.38.camel@localhost.localdomain> Message-ID: <49AECCA1.5070400@lbl.gov> Steve, I think it depends on how many users you're going to have. If there will be hundreds and hundreds per group/organization, then maybe seperate instances. We have hundreds of users, but no more than 70 for one particular group/organization, so we just create different queues for the different support organizations and they all have their own set of Queue managers (AdminCc Watcher) which (are the only users that) have the rights to set up their own procedures, protocols, privileges, and scrips/templates. We also have our own version of Approvals, which we believe is a bit simpler than RT/Approvals/Workflow. Another thing to consider is the technical support would be multiplied by how many instances you have, as well. Kenn LBNL On 3/4/2009 10:13 AM, Steve OBrien wrote: > Hi all, > We are a regional service provider and have started using RT for our > internal users. We would like to be able to offer the service to other > entities and I was wondering what ways people have configured RT to meet > that need. Do you just create separate queues, or do you create > separate RT instances, or ???. > > TIA, > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jrhett at netconsonance.com Wed Mar 4 13:54:04 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 4 Mar 2009 10:54:04 -0800 Subject: [rt-users] "Editable Text" sends blank e-mails to every ticket requestor? In-Reply-To: <7C564EBE-3718-4D00-A81D-EA630677AD74@netconsonance.com> References: <7C564EBE-3718-4D00-A81D-EA630677AD74@netconsonance.com> Message-ID: <7A085ED3-3A47-4341-ABEC-4AE4C7A89890@netconsonance.com> Ping? This is a fairly significant issue. Even more significant because the user had no special rights -- just enough to read and reply to tickets in one queue. On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote: > We just had a user pull a search of 100+ tickets, go to Editable Text > then realize he was on the wrong screen and for unknown reasons click > "Upload" to get off the screen. This pushed changes onto all the > tickets, and sent an e-mail to every ticket requestor with no content. > > BURP. > > Um, not so good. Honestly I would consider this a bug, even though it > was Stupid User Action. > > In the short term, can I disable this function without hacking the > page source? (I've already done that, I'd prefer to undo that and Do > It Right if possible) > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Wed Mar 4 13:57:16 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Mar 2009 13:57:16 -0500 Subject: [rt-users] "Editable Text" sends blank e-mails to every ticket requestor? In-Reply-To: <7A085ED3-3A47-4341-ABEC-4AE4C7A89890@netconsonance.com> References: <7C564EBE-3718-4D00-A81D-EA630677AD74@netconsonance.com> <7A085ED3-3A47-4341-ABEC-4AE4C7A89890@netconsonance.com> Message-ID: <20090304185716.GD11976@dhcp-18-111-45-179.dyn.mit.edu> On Wed 4.Mar'09 at 10:54:04 -0800, Jo Rhett wrote: > Ping? This is a fairly significant issue. Even more significant > because the user had no special rights -- just enough to read and > reply to tickets in one queue. Would you also like to remove access to bulk update? > > On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote: > > We just had a user pull a search of 100+ tickets, go to Editable Text > > then realize he was on the wrong screen and for unknown reasons click > > "Upload" to get off the screen. This pushed changes onto all the > > tickets, and sent an e-mail to every ticket requestor with no content. > > > > BURP. > > > > Um, not so good. Honestly I would consider this a bug, even though it > > was Stupid User Action. > > > > In the short term, can I disable this function without hacking the > > page source? (I've already done that, I'd prefer to undo that and Do > > It Right if possible) > > > > -- > > Jo Rhett > > Net Consonance : consonant endings by net philanthropy, open source > > and other randomness > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jrhett at netconsonance.com Wed Mar 4 14:16:14 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 4 Mar 2009 11:16:14 -0800 Subject: [rt-users] "Editable Text" sends blank e-mails to every ticket requestor? In-Reply-To: <20090304185716.GD11976@dhcp-18-111-45-179.dyn.mit.edu> References: <7C564EBE-3718-4D00-A81D-EA630677AD74@netconsonance.com> <7A085ED3-3A47-4341-ABEC-4AE4C7A89890@netconsonance.com> <20090304185716.GD11976@dhcp-18-111-45-179.dyn.mit.edu> Message-ID: > On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote: >> We just had a user pull a search of 100+ tickets, go to Editable Text >> then realize he was on the wrong screen and for unknown reasons click >> "Upload" to get off the screen. This pushed changes onto all the >> tickets, and sent an e-mail to every ticket requestor with no >> content. >> >> BURP. >> >> Um, not so good. Honestly I would consider this a bug, even though >> it >> was Stupid User Action. >> >> In the short term, can I disable this function without hacking the >> page source? (I've already done that, I'd prefer to undo that and Do >> It Right if possible) On Mar 4, 2009, at 10:57 AM, Jesse Vincent wrote: > Would you also like to remove access to bulk update? If the same right controls both then yes, I wouldn't mind disabling that right. What concerns me is the visibility of this function: 1. It's near the iCal link and various other links that are non- destructive in nature 2. It really doesn't warn you about what you are doing. The person who made the mistake wasn't a total idiot. It wasn't his brightest moment, but if there had been anything on the page warning him about what he was doing he wouldn't have done it. Honestly, I'd recommend the following changes: 1. Rename it something other than a friendly sounding "Editable Text". I think he thought he was editing text to be stored with the search criteria. "Bulk Upload" comes to mind, etc and such forth. 2. Put a "Cancel" button on the page (or something else which matches the UI in theme) 3. Detect "no action" and do nothing. 4. (perhaps the same as #3) output the example to be downloaded and the area to upload the changes as distinct. Force the user to actually copy from one area and paste into the other to affect a lot of tickets. 5. Put a warning on the page and/or as an alert onClick= that tells people they are about to affect the status of every ticket listed in the area. 6. Make a unique Right/Permission which controls if this function is available. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Wed Mar 4 14:21:30 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 4 Mar 2009 11:21:30 -0800 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" Message-ID: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> I just observed something odd. While closing a ticket (but not at any other time I have found) if you change the Owner of the ticket you will see this in the results: You can only take tickets which are unowned. ...and the owner is not changed. Now this is odd because every Privileged user has both StealTicket and TakeTicket globally. Even funnier, because I can replicate this same behavior as the SuperUser. Methinks something is being checked wrong ;-) Version 2.8.2 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Wed Mar 4 14:29:38 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 4 Mar 2009 11:29:38 -0800 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" In-Reply-To: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> References: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> Message-ID: <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> Reading the code in Ticket_Overlay around line 2730-2750 it would appear that this is deliberate. For someone to reassign a ticket to someone else on their reply, they must be the current owner. For me to take it back and close it, I need to separately Steal it, then Resolve it. Would you accept a patch that allows implicit Steal like this? On Mar 4, 2009, at 11:21 AM, Jo Rhett wrote: > I just observed something odd. While closing a ticket (but not at any > other time I have found) if you change the Owner of the ticket you > will see this in the results: > > You can only take tickets which are unowned. > > ...and the owner is not changed. Now this is odd because every > Privileged user has both StealTicket and TakeTicket globally. > > Even funnier, because I can replicate this same behavior as the > SuperUser. > > Methinks something is being checked wrong ;-) > > Version 2.8.2 > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Wed Mar 4 14:33:56 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Mar 2009 14:33:56 -0500 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" In-Reply-To: <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> References: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> Message-ID: <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> On Wed 4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote: > Reading the code in Ticket_Overlay around line 2730-2750 it would > appear that this is deliberate. For someone to reassign a ticket to > someone else on their reply, they must be the current owner. For me > to take it back and close it, I need to separately Steal it, then > Resolve it. > > Would you accept a patch that allows implicit Steal like this? > Nope. That would entirely defeat ownership-as-locking. From jarends at illinois.edu Wed Mar 4 14:43:58 2009 From: jarends at illinois.edu (John Arends) Date: Wed, 04 Mar 2009 13:43:58 -0600 Subject: [rt-users] Outlook 2007 & iCal feeds Message-ID: <49AED9FE.2040606@illinois.edu> Is anyone successfully using an iCal feed from RT 3.8.x in Outlook 2007? Because the URL I am given does not end in .ics it does not want to work. Mozilla Sunbird picks up the iCal feed just fine. From jpierce at cambridgeenergyalliance.org Wed Mar 4 14:46:07 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 4 Mar 2009 14:46:07 -0500 Subject: [rt-users] Outlook 2007 & iCal feeds In-Reply-To: <49AED9FE.2040606@illinois.edu> References: <49AED9FE.2040606@illinois.edu> Message-ID: On Wed, Mar 4, 2009 at 14:43, John Arends wrote: > Is anyone successfully using an iCal feed from RT 3.8.x in Outlook 2007? > Because the URL I am given does not end in .ics it does not want to work. Welcome to the wonderful world of Microsoft. If using Apache, you might be able to finagle something with RewriteRule to map non-existent ics onto actual URI -- Cambridge Energy Alliance: Save money. Save the planet. From jarends at illinois.edu Wed Mar 4 14:54:31 2009 From: jarends at illinois.edu (John Arends) Date: Wed, 04 Mar 2009 13:54:31 -0600 Subject: [rt-users] Outlook 2007 & iCal feeds In-Reply-To: References: <49AED9FE.2040606@illinois.edu> Message-ID: <49AEDC77.5090102@illinois.edu> Well, I found a number of other problems: I can't get Outlook 2007 to subscribe to the RSS feed either (it isn't happy with the format). Safari on a Mac does not handle the RSS feed. It gives me an error that the feed is in a format it can not understand. iCal on the Mac is unable to subscript to the iCalendard feed as it thinks the URL is malformed as well. FireFox and SunBird seem to work, but I can't find anything else that works. Jerrad Pierce wrote: > On Wed, Mar 4, 2009 at 14:43, John Arends wrote: > >> Is anyone successfully using an iCal feed from RT 3.8.x in Outlook 2007? >> Because the URL I am given does not end in .ics it does not want to work. >> > Welcome to the wonderful world of Microsoft. > > If using Apache, you might be able to finagle something with RewriteRule > to map non-existent ics onto actual URI > > -- > Cambridge Energy Alliance: Save money. Save the planet. > From mhoover at thectogroup.com Wed Mar 4 15:00:19 2009 From: mhoover at thectogroup.com (Matt Hoover) Date: Wed, 4 Mar 2009 12:00:19 -0800 Subject: [rt-users] RT Query help with comments In-Reply-To: <49AEC52B.5040809@lbl.gov> References: <49AEC52B.5040809@lbl.gov> Message-ID: <996ab0890903041200s3e3e4a58hb27ce6a62f7d36fc@mail.gmail.com> Ken- I have customized the export report found in 'share/html/Search/Results.tsv'. I created a new file and added this section to pull the last correspondence. You could easily change it to fit comments: # ################# my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); $Transactions->OrderByCols ( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); my $last_reply = ''; my $CorrespondObj = $Transactions->First; if( $CorrespondObj && $CorrespondObj->id ) { $last_reply= $CorrespondObj->Content; } $row->{'last_reply'} = $last_reply; # ##################### push @rows, $row; That might help you to come up with an export anyhow.... Matt On Wed, Mar 4, 2009 at 10:15 AM, Kenneth Crocker wrote: > To all, > > > So far, I've been able to develop every kind of query/report my > users > have asked for. Now someone wants a Query/report that would include the > comments (only. Not any email, etc.) in the results. I have not been > able to find that option in Query builder. Has anyone developed a query > that will pull up comments? Thanks. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Mar 4 15:03:04 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 4 Mar 2009 23:03:04 +0300 Subject: [rt-users] WorkflowBuilderRules, approval on either approver In-Reply-To: <49AE2E70.4040103@modernp.com> References: <49AE2E70.4040103@modernp.com> Message-ID: <589c94400903041203k78d7a632wbf8c62e40036ad1d@mail.gmail.com> Clkao may have comments. However as far as I can see it should be: Set($WorkflowBuilderRules, { 'CMR-approval' => [ [ 'IT Manager approval', 'IT Director approval'] ], } ); One stage with multiple approvers. On Wed, Mar 4, 2009 at 10:32 AM, Fred Blaise wrote: > Hi all, > > I have a very simple need for approval. Either my manager or my director > approval should suffice. > > I have it this way currently: > >> Set($WorkflowBuilderRules, >> ? { 'CMR-approval' => [ 'IT Manager approval', 'IT Director approval'], } >> ); > > But it still requires the 2 of them to approve for the "pending > approval" status to vanish. I have also tried with another pair of > angled brackets, but still no luck. > > How would I go about doing that? > > Thanks for the help. > > fred > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 stephen.a.cochran.lists at cahir.net Wed Mar 4 15:21:46 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Wed, 4 Mar 2009 15:21:46 -0500 Subject: [rt-users] ObjectCustomFieldValues weirdness In-Reply-To: <49AEC877.2060108@lbl.gov> References: <35ccbd010903032106k248e884i5074a371c830d5ef@mail.gmail.com> <35ccbd010903032112sc22ea1crd1076db119b12775@mail.gmail.com> <49AEC877.2060108@lbl.gov> Message-ID: <35ccbd010903041221u1695a84cl170f6db15909fe26@mail.gmail.com> Disabled was the column I missed thanks. Now I won't get double matches/count on some report queries by Category! On Wed, Mar 4, 2009 at 1:29 PM, Kenneth Crocker wrote: > Stephen, > > > Well, it could be a couple of things. First, and simplest, is the > one with the earliest creation date may be disabled. You didn't show that > field from the DataBase so I can't say for sure that is it. When a user > changes the value for a CF (defined as "select one value") on a ticket, it > keeps the old record and flags it as disabled and then creates a new one for > the new value. You could find out about this by looking at your transaction > table. It would most likely show there, since those kind of changes can be > seen in a ticket's history. > The other possibility is that the Custom Field was defined as > "Select Multiple Values" and the user selected a single value and then > selected another, or selected both at the same time. Either way, you will > end up with two records for the same Custom Field for the same ticket and > both will be enabled. Hope this helps. > > Kenn > LBNL > > On 3/3/2009 9:12 PM, Stephen Cochran wrote: > >> I should add that the two results do have different Created values: >> >> >> +-------+----------+----------+---------------------+---------------------+ >> | id | ObjectId | Content | LastUpdated | Created >> | >> >> +-------+----------+----------+---------------------+---------------------+ >> | 24363 | 80487 | Email | 2009-02-25 13:23:16 | 2009-02-23 14:20:58 >> | >> | 24544 | 80487 | Hardware | 2009-02-25 13:23:16 | 2009-02-25 13:23:16 >> | >> >> +-------+----------+----------+---------------------+---------------------+ >> 2 rows in set (0.00 sec) >> >> >> >> On Wed, Mar 4, 2009 at 12:06 AM, Stephen Cochran < >> stephen.a.cochran.lists at cahir.net > stephen.a.cochran.lists at cahir.net>> wrote: >> >> >> Any idea why I'd be seeing the following in the >> ObjectCustomFieldValues table: >> >> mysql> select id, CustomField, ObjectType, ObjectId, Content, >> LastUpdated from ObjectCustomFieldValues where Objectid = 80487 and >> CustomField = 5; >> >> +-------+-------------+------------+----------+----------+---------------------+ >> | id | CustomField | ObjectType | ObjectId | Content | >> LastUpdated | >> >> +-------+-------------+------------+----------+----------+---------------------+ >> | 24363 | 5 | RT::Ticket | 80487 | Email | >> 2009-02-25 13:23:16 | >> | 24544 | 5 | RT::Ticket | 80487 | Hardware | >> 2009-02-25 13:23:16 | >> >> +-------+-------------+------------+----------+----------+---------------------+ >> 2 rows in set (0.00 sec) >> >> Two rows being inserted at exactly the same time with different >> Contents? >> >> FWIW, came across this while pulling out TimeTaken info from the >> Transactions table and mapping it to a Category custom field. Was >> getting duplicates that it took me a while to track down. >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From change+lists.rt at nightwind.net Wed Mar 4 15:22:36 2009 From: change+lists.rt at nightwind.net (change+lists.rt at nightwind.net) Date: Wed, 04 Mar 2009 12:22:36 -0800 Subject: [rt-users] Sending a notification from a scrip custom action Message-ID: <1236198156.9361.1303658743@webmail.messagingengine.com> How would I send a notification using a template from within a scrip custom action? The users for one RT instance I'm setting up wants to allow correspondence on existing tickets via email, but not allow new tickets to be created by email (there are some important mandatory custom fields they want the user to fill out in the web interface). I've changed the default autoreply-on-create scrip to only reply for tickets not created by email, and set up a new scrip that will check for new tickets created by email and delete them. I want it to also send a notification to the ticket creator advising them to use the web interface instead. (If there's a better way to do this, I'm open to ideas) From jrhett at netconsonance.com Wed Mar 4 15:28:02 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 4 Mar 2009 12:28:02 -0800 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" In-Reply-To: <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> References: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> Message-ID: <23B55510-2AE3-48F3-BC26-844132FC9DCE@netconsonance.com> On Mar 4, 2009, at 11:33 AM, Jesse Vincent wrote: > On Wed 4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote: >> Reading the code in Ticket_Overlay around line 2730-2750 it would >> appear that this is deliberate. For someone to reassign a ticket to >> someone else on their reply, they must be the current owner. For me >> to take it back and close it, I need to separately Steal it, then >> Resolve it. >> >> Would you accept a patch that allows implicit Steal like this? >> > Nope. That would entirely defeat ownership-as-locking. Ownership doesn't lock. Anyone can update any ticket. And more to the point, that's exactly how we want it. Anyone can reply to any ticket, anyone can update any ticket. That's how its working today. We'd actually like to see locking in the "someone is currently responding to this ticket" but I'm going to have to dig into the code and figure out how to make this happen. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From KFCrocker at lbl.gov Wed Mar 4 15:43:27 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Mar 2009 12:43:27 -0800 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" In-Reply-To: <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> References: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> Message-ID: <49AEE7EF.4020703@lbl.gov> Jo Rhett, I agree with Jesse. Although it is a pain in the rump to have to go thru 2 steps to re-assign a ticket, I am of the mind that when you lossen the the reins of ownership (and for that matter let too many users have the "ModifyTicket" right.) you run the risk of "owners" undoing each others work. We allow only 2 users to have the "ModifyTicket" right, Owners and the AdminCc (which for us is the Queue Manager). We only allow the Queue manager to have the "StealTicket" right. The reason is that for us, tight control of tickets and the work on them is critical. We just can't allow users the ability to point at one another and say "he did it". Obviously, there are MANY RT installations that are smaller and need WAY less control. However, I would prefer that we have a choice of "degree" for control, like in the RT_SiteConfig, rather than just opening it all up OR removing such features as "Bulk Update", which I use a lot when setting up new queues or when a queue needs to do a mass change to a CF or something. just a thought. Kenn LBNL On 3/4/2009 11:33 AM, Jesse Vincent wrote: > > > On Wed 4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote: >> Reading the code in Ticket_Overlay around line 2730-2750 it would >> appear that this is deliberate. For someone to reassign a ticket to >> someone else on their reply, they must be the current owner. For me >> to take it back and close it, I need to separately Steal it, then >> Resolve it. >> >> Would you accept a patch that allows implicit Steal like this? >> > > Nope. That would entirely defeat ownership-as-locking. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Wed Mar 4 15:44:38 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Mar 2009 12:44:38 -0800 Subject: [rt-users] RT Query help with comments In-Reply-To: <996ab0890903041200s3e3e4a58hb27ce6a62f7d36fc@mail.gmail.com> References: <49AEC52B.5040809@lbl.gov> <996ab0890903041200s3e3e4a58hb27ce6a62f7d36fc@mail.gmail.com> Message-ID: <49AEE836.6070509@lbl.gov> Matt, THANKS! I'll take a look and see what I can do. Kenn LBNL On 3/4/2009 12:00 PM, Matt Hoover wrote: > Ken- > > I have customized the export report found in > 'share/html/Search/Results.tsv'. I created a new file and added this > section to pull the last correspondence. You could easily change it to > fit comments: > > # ################# > my $Transactions = $Ticket->Transactions; > $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); > $Transactions->OrderByCols ( > { FIELD => 'Created', ORDER => 'DESC' }, > { FIELD => 'id', ORDER => 'DESC' }, > ); > > my $last_reply = ''; > my $CorrespondObj = $Transactions->First; > if( $CorrespondObj && $CorrespondObj->id ) { > $last_reply= $CorrespondObj->Content; > } > > $row->{'last_reply'} = $last_reply; > # ##################### > > push @rows, $row; > > > That might help you to come up with an export anyhow.... > > Matt > > On Wed, Mar 4, 2009 at 10:15 AM, Kenneth Crocker > wrote: > > To all, > > > So far, I've been able to develop every kind of query/report > my users > have asked for. Now someone wants a Query/report that would include the > comments (only. Not any email, etc.) in the results. I have not been > able to find that option in Query builder. Has anyone developed a query > that will pull up comments? 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 jarends at illinois.edu Wed Mar 4 15:52:53 2009 From: jarends at illinois.edu (John Arends) Date: Wed, 04 Mar 2009 14:52:53 -0600 Subject: [rt-users] Rights to change subject? Message-ID: <49AEEA25.4050009@illinois.edu> What rights do you need to change the subject on a ticket after it has been created? I have a group that is unable to change the subject, but they have the rights that to me make sense for being able to change subjects: CommentOnTicket CreateTicket ModifyTicket ReplyToTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments Watch To me it seems like ModifyTicket would do the trick. From brandonr at bandcon.com Wed Mar 4 16:50:10 2009 From: brandonr at bandcon.com (Brandon Rogge) Date: Wed, 4 Mar 2009 13:50:10 -0800 Subject: [rt-users] Ticket Insertion Issues Message-ID: <67B864FDA9789F4FA1A854AFD6A1F3C80CB80456AF@devo> Hi - I have custom scripts that create new RT tickets by inserting a manual INSERT record into the 'Tickets' table. This has worked for us in the past, however if we do it this way, we are unable to do the following - Change its category - Change its owner Basically, we can reply to the ticket and close it, but that's about it. It errors out with a SQL statement when trying to change owners. Attached is the full SQL query, it seems it's missing GroupMember ID, so I suppose I have to insert a record into another table for it to play nice. 1 Query SELECT * FROM Tickets WHERE id = '34956' 1 Query SELECT * FROM Users WHERE id = '102618' 1 Query SELECT * FROM Queues WHERE id = '1' 1 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifyTicket') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 102618 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 34956)) LIMIT 1 1 Query SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'OwnTicket') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 102618 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 34956)) LIMIT 1 1 Query SELECT * FROM Groups WHERE Instance = '34956' AND Type = 'Owner' AND Domain = 'RT::Ticket-Role' 1 Query SELECT main.* FROM GroupMembers.main WHERE (main.GroupId = ) 1 Query SELECT RELEASE_LOCK('Apache-Session-742dc9bf13d6e193159d5960231dc916') 1 Query rollback 1 Query set autocommit=1 Any suggestions you can provide would be helpful. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Mar 4 16:52:56 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 04 Mar 2009 13:52:56 -0800 Subject: [rt-users] RT Query Message-ID: <49AEF838.7060901@lbl.gov> To all & Jesse, I have wondered if it would be RT Query could be enhanced to allow two things: 1) The ability to search for Queues with the "LIKE" command. Reason; I have several groups that have more than 15 queues (1 has 52 Queues) under their management. In order for them to write a query to look at ALL the queues they are responsible for, they have to include EACH QUEUE by name in the SQL, rather than Queue like "BTS-" and get all Queues that start with "BTS-". That would save a bit of code and time. 2) Add the ability to get history records from RT. We allow different types of date, why not allow transactions records with type = comment" or "correspond", etc.? Reason; my users want to get some queries that show the comments they've made on tickets. Right now, I am having to create some non-normalized views of the RT data so they can create these kind of queries OUTSIDE of RT. I'd prefer to keep them INSIDE RT. Is it possible to put these type of options in rt 3.8.3 or 3.8.4? Kenn LBNL From toml at bitstatement.net Wed Mar 4 17:38:28 2009 From: toml at bitstatement.net (Tom Lahti) Date: Wed, 04 Mar 2009 14:38:28 -0800 Subject: [rt-users] Ticket Insertion Issues In-Reply-To: <67B864FDA9789F4FA1A854AFD6A1F3C80CB80456AF@devo> References: <67B864FDA9789F4FA1A854AFD6A1F3C80CB80456AF@devo> Message-ID: <49AF02E4.7060302@bitstatement.net> Brandon Rogge wrote: > Hi - > > I have custom scripts that create new RT tickets by inserting a manual > INSERT record into the 'Tickets' table. Simple answer: don't do that. Even if you solve your immediate problem, your scripts can't be future proof and may (will) break with RT upgrades. Use the REST interface instead. If using perl, see RT::Client::REST on CPAN. For ruby... wait another week and a gem will be available. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From gleduc at mail.sdsu.edu Wed Mar 4 17:59:24 2009 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 04 Mar 2009 14:59:24 -0800 Subject: [rt-users] Sending a notification from a scrip custom action In-Reply-To: <1236198156.9361.1303658743@webmail.messagingengine.com> References: <1236198156.9361.1303658743@webmail.messagingengine.com> Message-ID: <6.2.1.2.2.20090304144914.063ea2b8@mail.sdsu.edu> Hi umm change+lists.rt, Unless this has changed in the 3.8 line, you can't use a template to send an e-mail in a custom action. The way I get around it is to use the custom action to set a trigger and then have another scrip (that uses that trigger as a custom condition) send the e-mail. In our case, we don't use the priority field of the tickets for anything else, so my custom action assigns "5" to priority when I want to send an e-mail. Then I have another scrip that sends the e-mail when the priority changes to "5". You could use almost any unused field, or you could use a custom field. Regards, Gene At 12:22 PM 3/4/2009, change+lists.rt at nightwind.net wrote: >How would I send a notification using a template from within a scrip >custom action? > >The users for one RT instance I'm setting up wants to allow >correspondence on existing tickets via email, but not allow new tickets >to be created by email (there are some important mandatory custom fields >they want the user to fill out in the web interface). I've changed the >default autoreply-on-create scrip to only reply for tickets not created >by email, and set up a new scrip that will check for new tickets created >by email and delete them. I want it to also send a notification to the >ticket creator advising them to use the web interface instead. > >(If there's a better way to do this, I'm open to ideas) -- Gene LeDuc, GSEC Security Analyst San Diego State University From pthirose at ucdavis.edu Wed Mar 4 18:24:32 2009 From: pthirose at ucdavis.edu (Paul Hirose) Date: Wed, 4 Mar 2009 15:24:32 -0800 (PST) Subject: [rt-users] That principal is already a Requestor for this ticket (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2573) Message-ID: I saw the above warning in my Apache 2.2.11 error_log file with RT-3.8.2 and MySQL-5.0.77. I'm guessing from the text, that one of my Support staff tried to put the Requestor of the ticket as a CC or AdminCC or something like that? RT is simply informing me that the person is already a Requestor and therefore shouldn't or doesn't need to be in whatever other role the Support staff person tried to set the Requestor's user to? 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 steve.obrien at hdesd.org Wed Mar 4 19:12:30 2009 From: steve.obrien at hdesd.org (Steve OBrien) Date: Wed, 4 Mar 2009 16:12:30 -0800 Subject: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created? Message-ID: <1236211950.3196.46.camel@localhost.localdomain> We are seeing the Autoreply message and immediately a request was acted upon (although it is hard to tell what was done, in the tcket history they happen simultaneously. TIA, Steve From aaron at guise.net.nz Wed Mar 4 21:45:06 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Thu, 5 Mar 2009 15:45:06 +1300 Subject: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created? In-Reply-To: <1236211950.3196.46.camel@localhost.localdomain> References: <1236211950.3196.46.camel@localhost.localdomain> Message-ID: What Scrip is causing this to occur? *Regards,* *Aaron Guise 027 212 6638 aaron at guise.net.nz * On Thu, Mar 5, 2009 at 1:12 PM, Steve OBrien wrote: > We are seeing the Autoreply message and immediately a request was acted > upon (although it is hard to tell what was done, in the tcket history > they happen simultaneously. > > TIA, > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.obrien at hdesd.org Wed Mar 4 22:43:52 2009 From: steve.obrien at hdesd.org (Steve O'Brien) Date: Wed, 4 Mar 2009 19:43:52 -0800 Subject: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created? In-Reply-To: References: <1236211950.3196.46.camel@localhost.localdomain>, Message-ID: >What Scrip is causing this to occur? How can you tell? Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From calvin at utilyx.com Thu Mar 5 04:04:36 2009 From: calvin at utilyx.com (Calvin Chiang) Date: Thu, 05 Mar 2009 09:04:36 +0000 Subject: [rt-users] ticket links all pointing to localhost Message-ID: <49AF95A4.70001@utilyx.com> HI This has been happening just since this morning. When i add a link - parent/child/referred etc the link appears fine. but when i click-through, the url of the page is pointing to localhost e.g. http://localhost/Ticket/Display.html?id=166 Anyone have any idea how i can fix this un? Cheers, -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com ______________________________________________________________________ "Utilyx" is the trading name of "Utilyx Limited" and "Utilyx Risk Management Limited" (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From filipe at sapia.uminho.pt Thu Mar 5 04:34:36 2009 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Thu, 5 Mar 2009 09:34:36 -0000 Subject: [rt-users] RT 3.8.2 - Logo image in message templates Message-ID: <2631CB50A94F5A4998D56D158D071D6B01A2EE75@BEFUNCIONARIOS.uminho.pt> Hi, Is there a wat of having a logo image in a reply template? TIA, Filipe Clemente Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Thu Mar 5 05:11:34 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 5 Mar 2009 02:11:34 -0800 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" In-Reply-To: <49AEE7EF.4020703@lbl.gov> References: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> <49AEE7EF.4020703@lbl.gov> Message-ID: I think you're missing the point though. If you don't allow Stealticket then this wouldn't matter. The only question is "if they can Steal the ticket, why force them to take duplicate steps" ? I don't understand why you don't want more control for Bulk Update. So any of your users can cause every one of your ticket requestors to get a blank message ... and this is good how? The point here is to allow each organization to work how they like best. Don't take away StealTicket just because you don't allow it. Just don't assign the right. On Mar 4, 2009, at 12:43 PM, Kenneth Crocker wrote: > I agree with Jesse. Although it is a pain in the rump to have to go > thru 2 steps to re-assign a ticket, I am of the mind that when you > lossen the the reins of ownership (and for that matter let too many > users have the "ModifyTicket" right.) you run the risk of "owners" > undoing each others work. We allow only 2 users to have the > "ModifyTicket" right, Owners and the AdminCc (which for us is the > Queue Manager). We only allow the Queue manager to have the > "StealTicket" right. The reason is that for us, tight control of > tickets and the work on them is critical. We just can't allow users > the ability to point at one another and say "he did it". > Obviously, there are MANY RT installations that are smaller and > need WAY less control. However, I would prefer that we have a choice > of "degree" for control, like in the RT_SiteConfig, rather than just > opening it all up OR removing such features as "Bulk Update", which > I use a lot when setting up new queues or when a queue needs to do a > mass change to a CF or something. > just a thought. > > > Kenn > LBNL > > On 3/4/2009 11:33 AM, Jesse Vincent wrote: >> On Wed 4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote: >>> Reading the code in Ticket_Overlay around line 2730-2750 it would >>> appear that this is deliberate. For someone to reassign a ticket >>> to someone else on their reply, they must be the current owner. >>> For me to take it back and close it, I need to separately Steal >>> it, then Resolve it. >>> >>> Would you accept a patch that allows implicit Steal like this? >>> >> Nope. That would entirely defeat ownership-as-locking. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 Richard.Foley at rfi.net Thu Mar 5 07:12:54 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Thu, 5 Mar 2009 13:12:54 +0100 Subject: [rt-users] closing out spam tickets - button -> queue In-Reply-To: References: <20090107165813.3136DE3CEDF@diesel.bestpractical.com> <20090108022008.34EAE3C8309@rt.cambenergy.org> Message-ID: <200903051312.54571.Richard.Foley@rfi.net> On Thursday 08 January 2009 16:02:28 Jerrad Pierce wrote: > > hmm. okay. I don't know how to do bulk updates, I guess I can learn. > > So far we get two spams/day into the ticket system, so it hasn't been > > that big a deal yet. > It's just a link at the top of any search results page. > I don't know if this helps, but I think what Jerrad means is: 1. Look at the search results page (with Search/Results.html in the url). 2. Click the "Bulk Update" link in the menu at the top of the page. 3. Select the appropriate (spam queue) entry from the "Make queue" popup. 4. Click the "Update" button. Voila. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ From Jim.Tambling at datatote.co.uk Thu Mar 5 07:43:01 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Thu, 5 Mar 2009 12:43:01 -0000 Subject: [rt-users] Little help with template Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBE2@mail.sys.internal> Hi, I should state I have no knowledge of Perl beforehand. I have a scrip that notifies the requestor when an approval ticket has been approved. This is the template; Subject: Ticket Approved: {$Ticket->Subject} Greetings, Your ticket has been approved by { eval { $Approval->OwnerObj->Name } }. Other approvals may be pending. The requestor receives the email as shown below; Greetings, Your ticket has been approved by . Other approvals may be pending. Notice the distinct lack of the approver's name. Thnaks -------------- next part -------------- An HTML attachment was scrubbed... URL: From fredb at modernp.com Thu Mar 5 07:46:30 2009 From: fredb at modernp.com (Fred Blaise) Date: Thu, 05 Mar 2009 13:46:30 +0100 Subject: [rt-users] WorkflowBuilderRules, approval on either approver In-Reply-To: References: <49AE2E70.4040103@modernp.com> Message-ID: <49AFC9A6.5080105@modernp.com> Hi Michael, Yes, I have tried that too, but oddly, it didn't work. I re-ran the rt-workflow to update the rule, and even restarted apache, but I could not notice any difference in behavior. Thanks. fred Michael Finn wrote: > I haven't tried the plugin yet, but based on the docs > (http://search.cpan.org/dist/RTx-WorkflowBuilder/bin/rt-workflow), I'd > guess you need something like: > > Set($WorkflowBuilderRules, > { 'CMR-approval-rule' => ['CMR-approval' => ['IT Manager approval', > 'IT Director approval'] ] } ); > > Hope that works/helps. > Mike > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Fred Blaise >> Sent: Wednesday, March 04, 2009 1:32 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] WorkflowBuilderRules, approval on either approver >> >> Hi all, >> >> I have a very simple need for approval. Either my manager or my >> director >> approval should suffice. >> >> I have it this way currently: >> >> >>> Set($WorkflowBuilderRules, >>> { 'CMR-approval' => [ 'IT Manager approval', 'IT Director >>> >> approval'], } >> >>> ); >>> >> But it still requires the 2 of them to approve for the "pending >> approval" status to vanish. I have also tried with another pair of >> angled brackets, but still no luck. >> >> How would I go about doing that? >> >> Thanks for the help. >> >> fred >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> From fredb at modernp.com Thu Mar 5 07:47:19 2009 From: fredb at modernp.com (Fred Blaise) Date: Thu, 05 Mar 2009 13:47:19 +0100 Subject: [rt-users] WorkflowBuilderRules, approval on either approver In-Reply-To: <589c94400903041203k78d7a632wbf8c62e40036ad1d@mail.gmail.com> References: <49AE2E70.4040103@modernp.com> <589c94400903041203k78d7a632wbf8c62e40036ad1d@mail.gmail.com> Message-ID: <49AFC9D7.2050803@modernp.com> Hi Ruslan, yea, tried that too... :/ Ruslan Zakirov wrote: > Clkao may have comments. > > However as far as I can see it should be: > Set($WorkflowBuilderRules, > { 'CMR-approval' => [ [ 'IT Manager approval', 'IT Director approval'] ], } > ); > One stage with multiple approvers. > > On Wed, Mar 4, 2009 at 10:32 AM, Fred Blaise wrote: > >> Hi all, >> >> I have a very simple need for approval. Either my manager or my director >> approval should suffice. >> >> I have it this way currently: >> >> >>> Set($WorkflowBuilderRules, >>> { 'CMR-approval' => [ 'IT Manager approval', 'IT Director approval'], } >>> ); >>> >> But it still requires the 2 of them to approve for the "pending >> approval" status to vanish. I have also tried with another pair of >> angled brackets, but still no luck. >> >> How would I go about doing that? >> >> Thanks for the help. >> >> fred >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > > > From sturner at MIT.EDU Thu Mar 5 09:08:37 2009 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 05 Mar 2009 09:08:37 -0500 Subject: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created? In-Reply-To: References: <1236211950.3196.46.camel@localhost.localdomain> Message-ID: On Wed, 04 Mar 2009 22:43:52 -0500, Steve O'Brien wrote: >> What Scrip is causing this to occur? > How can you tell? > Steve Steve, can you list your scrips, both global and for the queue in question? Are your adminccs seeing this behavior for every single new ticket or just ones they generate themselves? Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From c_apotla at qualcomm.com Thu Mar 5 09:17:27 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Thu, 5 Mar 2009 06:17:27 -0800 Subject: [rt-users] Little help with template In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBE2@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FBE2@mail.sys.internal> Message-ID: Is the ticket owner supposed to be the approver? In that case use {eva{$self->OwnerObj->Name}} -Ashishl ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Tambling [Jim.Tambling at datatote.co.uk] Sent: Thursday, March 05, 2009 6:13 PM To: rt-users at bestpractical.com Subject: [rt-users] Little help with template Hi, I should state I have no knowledge of Perl beforehand. I have a scrip that notifies the requestor when an approval ticket has been approved. This is the template; Subject: Ticket Approved: {$Ticket->Subject} Greetings, Your ticket has been approved by { eval { $Approval->OwnerObj->Name } }. Other approvals may be pending. The requestor receives the email as shown below; Greetings, Your ticket has been approved by . Other approvals may be pending. Notice the distinct lack of the approver's name. Thnaks From bogey_63 at yahoo.com Thu Mar 5 10:59:00 2009 From: bogey_63 at yahoo.com (who else) Date: Thu, 5 Mar 2009 07:59:00 -0800 (PST) Subject: [rt-users] Is there a mailing list for AT? In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBDF@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FBDF@mail.sys.internal> Message-ID: <22354476.post@talk.nabble.com> Not i know of, was searching for it as well. As I am a newbie to RT and AT, i am keen to learn more about AT too, so i created a yahoo group. You can find it here: at-user-subscribe at yahoogroups.de Dont worry about the TLD; main conversation language is english :-) Of course it is still empty, because it was just created, but i invite everybody to participate. I hope i didn't break any mailing list/forum rule, if so, please let me know. Best w_e -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22354476.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From chris at eaglehawkonline.com Thu Mar 5 11:12:41 2009 From: chris at eaglehawkonline.com (Chris Newcomb) Date: Thu, 05 Mar 2009 10:12:41 -0600 Subject: [rt-users] Scrip and custom field Help Message-ID: <49AFF9F9.30405@eaglehawkonline.com> I've googled and either my google fu is not working or I'm not finding the correct answer, and I barely know perl. Using RT 3.8.1 on freebsd using mysql Condition: On Resolve Action: is where I need help. I have a custom field named TicketStatus. I want to on resolve set the custom field to be "Closed [Orbit]", usually the ticket status is either Created [Orbit] or Updated [Orbit]. any pointers that you can give me would be great, either by telling me what to search for or giving me an idea of what to use to get the action done. -- Thanks in advance Chris Newcomb From todd at chaka.net Thu Mar 5 11:23:11 2009 From: todd at chaka.net (Todd Chapman) Date: Thu, 5 Mar 2009 11:23:11 -0500 Subject: [rt-users] Is there a mailing list for AT? In-Reply-To: <22354476.post@talk.nabble.com> References: <72D9E13A8FC8994794D448E91198AE070133FBDF@mail.sys.internal> <22354476.post@talk.nabble.com> Message-ID: <519782dc0903050823u3dcfe0cbs14f0585654f8c828@mail.gmail.com> The list has been down for a while and I don't have time to maintain it. The code is hosted by Google. I fully support anyone who wants to run a list. On Thu, Mar 5, 2009 at 10:59 AM, who else wrote: > > Not i know of, was searching for it as well. > > As I am a newbie to RT and AT, ?i am keen to learn more about AT too, ?so i > created a yahoo group. You can find it here: > > at-user-subscribe at yahoogroups.de > > Dont worry about the TLD; main conversation language is english :-) > > Of course it is still empty, because it was just created, but i invite > everybody to participate. > > I hope i didn't break any mailing list/forum rule, if so, please let me > know. > > Best > > w_e > -- > View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22354476.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From c_apotla at qualcomm.com Thu Mar 5 11:42:07 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Thu, 5 Mar 2009 08:42:07 -0800 Subject: [rt-users] Scrip and custom field Help In-Reply-To: <49AFF9F9.30405@eaglehawkonline.com> References: <49AFF9F9.30405@eaglehawkonline.com> Message-ID: Hi Chris, Try this: Condition : On resolve Custom Action Preparation 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 = "TicketStatus"; my $cf_value = "Closed [Orbit]"; $cf_obj->LoadByName(Name=>$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 cleanup code : return 1; -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Newcomb [chris at eaglehawkonline.com] Sent: Thursday, March 05, 2009 9:42 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Scrip and custom field Help I've googled and either my google fu is not working or I'm not finding the correct answer, and I barely know perl. Using RT 3.8.1 on freebsd using mysql Condition: On Resolve Action: is where I need help. I have a custom field named TicketStatus. I want to on resolve set the custom field to be "Closed [Orbit]", usually the ticket status is either Created [Orbit] or Updated [Orbit]. any pointers that you can give me would be great, either by telling me what to search for or giving me an idea of what to use to get the action done. -- Thanks in advance Chris Newcomb _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 steve.obrien at hdesd.org Thu Mar 5 11:56:04 2009 From: steve.obrien at hdesd.org (Steve OBrien) Date: Thu, 5 Mar 2009 08:56:04 -0800 Subject: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created? In-Reply-To: References: <1236211950.3196.46.camel@localhost.localdomain> Message-ID: <1236272164.3601.4.camel@localhost.localdomain> On Thu, 2009-03-05 at 06:08 -0800, Stephen Turner wrote: > Steve, can you list your scrips, both global and for the queue in question? > > Are your adminccs seeing this behavior for every single new ticket or just > ones they generate themselves? Every ticket and we are only doing global scrips. Here they are: 8 On Comment Notify AdminCcs as Comment TransactionCreate On Comment Notify AdminCcs as Comment Admin Comment 9 On Comment Notify Other Recipients as Comment TransactionCreate On Comment Notify Other Recipients as Comment Correspondence 5 On Correspond Notify AdminCcs TransactionCreate On Correspond Notify AdminCcs Admin Correspondence 7 On Correspond Notify Other Recipients TransactionCreate On Correspond Notify Other Recipients Correspondence 6 On Correspond Notify Requestors and Ccs TransactionCreate On Correspond Notify Requestors and Ccs Correspondence 1 On Correspond Open Tickets TransactionCreate On Correspond Open Tickets Blank 3 On Create Autoreply To Requestors TransactionCreate On Create Autoreply To Requestors Autoreply - HDESD 4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs Transaction 2 On Owner Change Notify Owner TransactionCreate On Owner Change Notify Owner Transaction 16 On Queue Change Notify AdminCc TransactionCreate On Queue Change Notify AdminCcs Queue Change 10 On Resolve Notify Requestors TransactionCreate On Resolve Notify Requestors Resolved 18 On SLA System Inoperable Add Watchers TransactionCreate User Defined User Defined Transaction 17 On SLA System Inoperable Notify Admin Ccs TransactionCreate User Defined Notify AdminCcs Notify on Escalation 11 On transaction, add any tags in the transaction's subject to the ticket's subject TransactionCreate On Transaction Extract Subject Tag Blank 13 [SLA] Set default service level if needed TransactionCreate [SLA] Require default [SLA] Set default service level Blank 15 [SLA] Set due date if needed TransactionCreate [SLA] Require Due set [SLA] Set due date Blank 14 [SLA] Set starts date if needed TransactionCreate [SLA] Require Starts set [SLA] Set starts date Blank From bogey_63 at yahoo.com Thu Mar 5 12:13:52 2009 From: bogey_63 at yahoo.com (who else) Date: Thu, 5 Mar 2009 09:13:52 -0800 (PST) Subject: [rt-users] Is there a mailing list for AT? In-Reply-To: <519782dc0903050823u3dcfe0cbs14f0585654f8c828@mail.gmail.com> References: <72D9E13A8FC8994794D448E91198AE070133FBDF@mail.sys.internal> <22354476.post@talk.nabble.com> <519782dc0903050823u3dcfe0cbs14f0585654f8c828@mail.gmail.com> Message-ID: <22356090.post@talk.nabble.com> Hi Todd, thank you. Was wondering about the future of AT; i appreciate any help and insights into AT. Am currently working on a localisation as well. So thanks again. Best w_e Todd Chapman wrote: > > The list has been down for a while and I don't have time to maintain > it. The code is hosted by Google. I fully support anyone who wants to > run a list. > > On Thu, Mar 5, 2009 at 10:59 AM, who else wrote: >> >> Not i know of, was searching for it as well. >> >> As I am a newbie to RT and AT, ?i am keen to learn more about AT too, ?so >> i >> created a yahoo group. You can find it here: >> >> at-user-subscribe at yahoogroups.de >> >> Dont worry about the TLD; main conversation language is english :-) >> >> Of course it is still empty, because it was just created, but i invite >> everybody to participate. >> >> I hope i didn't break any mailing list/forum rule, if so, please let me >> know. >> >> Best >> >> w_e >> -- >> View this message in context: >> http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22354476.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22356090.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From steve.obrien at hdesd.org Thu Mar 5 12:27:53 2009 From: steve.obrien at hdesd.org (Steve OBrien) Date: Thu, 5 Mar 2009 09:27:53 -0800 Subject: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created? In-Reply-To: References: <1236211950.3196.46.camel@localhost.localdomain> Message-ID: <1236274073.3601.37.camel@localhost.localdomain> On Thu, 2009-03-05 at 06:08 -0800, Stephen Turner wrote: > Steve, can you list your scrips, both global and for the queue in question? > > Are your adminccs seeing this behavior for every single new ticket or just > ones they generate themselves? > Sorry about the last one I was trying to clean up the formatting when my touchpad went berserk and sent the message. We are only using Global scrips and here they are: # Description Stage Condition Action Template 8 On Comment Notify AdminCcs as Comment TransactionCreate On Comment Notify AdminCcs as Comment Admin Comment 9 On Comment Notify Other Recipients as Comment TransactionCreate On Comment Notify Other Recipients as Comment Correspondence 5 On Correspond Notify AdminCcs TransactionCreate On Correspond Notify AdminCcs Admin Correspondence 7 On Correspond Notify Other Recipients TransactionCreate On Correspond Notify Other Recipients Correspondence 6 On Correspond Notify Requestors and Ccs TransactionCreate On Correspond Notify Requestors and Ccs Correspondence 1 On Correspond Open Tickets TransactionCreate On Correspond Open Tickets Blank 3 On Create Autoreply To Requestors TransactionCreate On Create Autoreply To Requestors Autoreply - HDESD 4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs Transaction 2 On Owner Change Notify Owner TransactionCreate On Owner Change Notify Owner Transaction 16 On Queue Change Notify AdminCc TransactionCreate On Queue Change Notify AdminCcs Queue Change 10 On Resolve Notify Requestors TransactionCreate On Resolve Notify Requestors Resolved 18 On SLA System Inoperable Add Watchers TransactionCreate User Defined User Defined Transaction 17 On SLA System Inoperable Notify Admin Ccs TransactionCreate User Defined Notify AdminCcs Notify on Escalation 11 On transaction, add any tags in the transaction's subject to the ticket's subject TransactionCreate On Transaction Extract Subject Tag Blank 13 [SLA] Set default service level if needed TransactionCreate [SLA] Require default [SLA] Set default service level Blank 15 [SLA] Set due date if needed TransactionCreate [SLA] Require Due set [SLA] Set due date Blank 14 [SLA] Set starts date if needed TransactionCreate [SLA] Require Starts set [SLA] Set starts date Blank -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Thu Mar 5 12:42:50 2009 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 05 Mar 2009 12:42:50 -0500 Subject: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created? In-Reply-To: <1236274073.3601.37.camel@localhost.localdomain> References: <1236211950.3196.46.camel@localhost.localdomain> <1236274073.3601.37.camel@localhost.localdomain> Message-ID: On Thu, 05 Mar 2009 12:27:53 -0500, Steve OBrien wrote: > 3 > On Create > Autoreply To > Requestors > TransactionCreate > On Create > Autoreply To > Requestors > Autoreply - HDESD > On the face of it, Adminccs shouldn't be getting the autoreply - I wonder if there's something in the "Autoreply - HDESD" template that is adding adminccs to the recipient list? Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T From todd at chaka.net Thu Mar 5 13:02:45 2009 From: todd at chaka.net (Todd Chapman) Date: Thu, 5 Mar 2009 13:02:45 -0500 Subject: [rt-users] Is there a mailing list for AT? In-Reply-To: <22356090.post@talk.nabble.com> References: <72D9E13A8FC8994794D448E91198AE070133FBDF@mail.sys.internal> <22354476.post@talk.nabble.com> <519782dc0903050823u3dcfe0cbs14f0585654f8c828@mail.gmail.com> <22356090.post@talk.nabble.com> Message-ID: <519782dc0903051002o6bbd03c9jc79666f17a177af2@mail.gmail.com> The future of AT is up to it's users. It works pretty well for many right now, and as a default is sort of the same blank slate that RT is when first installed. I prefer not to do too much custom stuff in core AT that some people won't need. AT extensions can be released for that. Patches are welcome and if you have the right attitude a commit bit won't be hard to obtain. On Thu, Mar 5, 2009 at 12:13 PM, who else wrote: > > Hi Todd, > > thank you. Was wondering about the future of AT; i appreciate any help and > insights into AT. Am currently working on a localisation as well. > > So thanks again. > > > Best > w_e > > > > Todd Chapman wrote: >> >> The list has been down for a while and I don't have time to maintain >> it. The code is hosted by Google. I fully support anyone who wants to >> run a list. >> >> On Thu, Mar 5, 2009 at 10:59 AM, who else wrote: >>> >>> Not i know of, was searching for it as well. >>> >>> As I am a newbie to RT and AT, ?i am keen to learn more about AT too, ?so >>> i >>> created a yahoo group. You can find it here: >>> >>> at-user-subscribe at yahoogroups.de >>> >>> Dont worry about the TLD; main conversation language is english :-) >>> >>> Of course it is still empty, because it was just created, but i invite >>> everybody to participate. >>> >>> I hope i didn't break any mailing list/forum rule, if so, please let me >>> know. >>> >>> Best >>> >>> w_e >>> -- >>> View this message in context: >>> http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22354476.html >>> Sent from the Request Tracker - User mailing list archive at Nabble.com. >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- > View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22356090.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From steve.obrien at hdesd.org Thu Mar 5 13:03:01 2009 From: steve.obrien at hdesd.org (Steve OBrien) Date: Thu, 5 Mar 2009 10:03:01 -0800 Subject: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created? In-Reply-To: References: <1236211950.3196.46.camel@localhost.localdomain> <1236274073.3601.37.camel@localhost.localdomain> Message-ID: <1236276181.3601.41.camel@localhost.localdomain> On Thu, 2009-03-05 at 09:42 -0800, Stephen Turner wrote: > On the face of it, Adminccs shouldn't be getting the autoreply - I wonder > if there's something in the "Autoreply - HDESD" template that is adding > adminccs to the recipient list? > Here is the Template for Autoreply -HDESD, it is really just a copy of the Autoreply template with some additional info: Greetings from the Helpdesk, This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}", 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 [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id()}]. Please include the string: [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. You may update this ticket or inquire about the status of this ticket by simply replying to this message. You can also logon to a web user interface using your windows username (first.last) and windows password to view and update your ticket at: Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} From jesse at bestpractical.com Thu Mar 5 13:16:22 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Mar 2009 13:16:22 -0500 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" In-Reply-To: References: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> <49AEE7EF.4020703@lbl.gov> Message-ID: <20090305181622.GB1634@17h.local> On Thu 5.Mar'09 at 2:11:34 -0800, Jo Rhett wrote: > I think you're missing the point though. If you don't allow Stealticket > then this wouldn't matter. The only question is "if they can Steal the > ticket, why force them to take duplicate steps" ? Because Steal isn't the same thing as Take. Steal is an explicit "break the ownership lock" command. Making every "take" an implicit "steal" destroys any utility ownership locking has. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From tjrc at sanger.ac.uk Thu Mar 5 13:46:26 2009 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 5 Mar 2009 18:46:26 +0000 Subject: [rt-users] RT Query In-Reply-To: <49AEF838.7060901@lbl.gov> References: <49AEF838.7060901@lbl.gov> Message-ID: <68E7403F-7863-4B53-8086-E8A03F285A14@sanger.ac.uk> On 4 Mar 2009, at 9:52 pm, Kenneth Crocker wrote: > To all & Jesse, > > > I have wondered if it would be RT Query could be enhanced to allow > two > things: > > 1) The ability to search for Queues with the "LIKE" command. > Reason; I have several groups that have more than 15 queues (1 has > 52 > Queues) under their management. In order for them to write a query to > look at ALL the queues they are responsible for, they have to include > EACH QUEUE by name in the SQL, rather than Queue like "BTS-" and get > all > Queues that start with "BTS-". That would save a bit of code and > time. I second that request. Our RT now has over 70 queues, which I try to name systematically along similar lines, and this would be really useful. Actually, even better would be to have a hierarchy of queues. This would be useful not just from a query perspective but also from the point of view of granting rights to groups of queues. Regards, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From filipe at sapia.uminho.pt Thu Mar 5 14:46:10 2009 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Thu, 5 Mar 2009 19:46:10 -0000 Subject: [rt-users] RT 3.8.2 - Iteration trough transaction attachments Message-ID: <2631CB50A94F5A4998D56D158D071D6B01A2EEAB@BEFUNCIONARIOS.uminho.pt> Hi, Im using this code in RT 3.8.2: ............ my $attachments = $Transaction->Attachments; $attachments->Limit( FIELD => 'Filename', OPERATOR => "=", VALUE => '' ); while ( my $message = $attachments->Next ) ......... .......... So I can do a While trough all the attachments that aren't ticket "file attachments" but this isn't working. I saw this example (http://wiki.bestpractical.com/view/AddAttachmentLinksToMail) but here they want the attachments. When I changed the OPERATOR from != to = it doesn't work. What am I missing? I want to build a final message history to send to the client by email but I want to ignore the file attachments sent by the user in the email messages. How can I do that? TIA, Filipe Clemente Portugal -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Mar 5 17:32:08 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 05 Mar 2009 14:32:08 -0800 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" In-Reply-To: References: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> <49AEE7EF.4020703@lbl.gov> Message-ID: <49B052E8.10100@lbl.gov> Jo Rhett, I only grant ticket owners the "ModifyTicket" right, so noone CAN bulkudate a ticket that isn't theirs. Kenn LBNL On 3/5/2009 2:11 AM, Jo Rhett wrote: > I think you're missing the point though. If you don't allow Stealticket > then this wouldn't matter. The only question is "if they can Steal the > ticket, why force them to take duplicate steps" ? > > I don't understand why you don't want more control for Bulk Update. So > any of your users can cause every one of your ticket requestors to get a > blank message ... and this is good how? > > The point here is to allow each organization to work how they like > best. Don't take away StealTicket just because you don't allow it. > Just don't assign the right. > > On Mar 4, 2009, at 12:43 PM, Kenneth Crocker wrote: >> I agree with Jesse. Although it is a pain in the rump to have to >> go thru 2 steps to re-assign a ticket, I am of the mind that when you >> lossen the the reins of ownership (and for that matter let too many >> users have the "ModifyTicket" right.) you run the risk of "owners" >> undoing each others work. We allow only 2 users to have the >> "ModifyTicket" right, Owners and the AdminCc (which for us is the >> Queue Manager). We only allow the Queue manager to have the >> "StealTicket" right. The reason is that for us, tight control of >> tickets and the work on them is critical. We just can't allow users >> the ability to point at one another and say "he did it". >> Obviously, there are MANY RT installations that are smaller and >> need WAY less control. However, I would prefer that we have a choice >> of "degree" for control, like in the RT_SiteConfig, rather than just >> opening it all up OR removing such features as "Bulk Update", which I >> use a lot when setting up new queues or when a queue needs to do a >> mass change to a CF or something. >> just a thought. >> >> >> Kenn >> LBNL >> >> On 3/4/2009 11:33 AM, Jesse Vincent wrote: >>> On Wed 4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote: >>>> Reading the code in Ticket_Overlay around line 2730-2750 it would >>>> appear that this is deliberate. For someone to reassign a ticket >>>> to someone else on their reply, they must be the current owner. >>>> For me to take it back and close it, I need to separately Steal it, >>>> then Resolve it. >>>> >>>> Would you accept a patch that allows implicit Steal like this? >>>> >>> Nope. That would entirely defeat ownership-as-locking. >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 Mar 5 17:41:41 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 05 Mar 2009 14:41:41 -0800 Subject: [rt-users] Scrip and custom field Help In-Reply-To: <49AFF9F9.30405@eaglehawkonline.com> References: <49AFF9F9.30405@eaglehawkonline.com> Message-ID: <49B05525.6010700@lbl.gov> Chris, Why in the world do you have a Custom Field named the same as a RT Ticket field? To me, that would create a bit of confusion when someone would discuss the values in the two fields. I wouldn't know which one they are talking about, the Custom Field or the Ticket field. Also, if the RT Ticket Status field says resolved, then the ticket IS closed and any other iteration would be redundant. We have a Custom Field called "Work-State" which allows for more granularity when IN a particular status. For example, the TIcket Status may be "open", but the work is "On Hold" or "In progress" or "Unit Testing", etc. That way, we have a Ticket Status telling us what is going on with the "Ticket" and a Custom Field telling what step the actual "work" is on. Just a thought. Kenn LBNL On 3/5/2009 8:12 AM, Chris Newcomb wrote: > I've googled and either my google fu is not working or I'm not finding > the correct answer, and I barely know perl. > > Using RT 3.8.1 on freebsd using mysql > > Condition: On Resolve > > Action: is where I need help. > > I have a custom field named TicketStatus. I want to on resolve set the > custom field to be "Closed [Orbit]", usually the ticket status is either > Created [Orbit] or Updated [Orbit]. > > any pointers that you can give me would be great, either by telling me > what to search for or giving me an idea of what to use to get the action > done. > > -- > Thanks in advance > Chris Newcomb > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 derek at curis.com Thu Mar 5 17:13:47 2009 From: derek at curis.com (Derek Cunningham) Date: Thu, 05 Mar 2009 17:13:47 -0500 Subject: [rt-users] Email delay on ticket creation Message-ID: Hi all, I have not posted to this list in a long time. I was quite stumped for a long time trying to get sendmail configured properly on Mac OS X (client) and I finally did... So, I have a new install of RT 3.8.1 on FreeBSD (Mac OS X). I'm having trouble with what seems to be random delays in the email notifications to admincc's when a user emails in a new request. I am having a great deal of trouble figuring out where the delay is coming from, I have googled and searched RT's wiki, and I'm not coming up with anything, so I'm turning to the list for help. Most actions that generate email, the email is delivered immediately. When a user submits an email to RT that is creating a new ticket, their autoreply email is sent immediately, but then the notice to us (the admincc's) has a 'delay=5235' or other random high number in it. Performing another action in RT that generates another email makes both the new email and the as-yet-undelivered email be delivered immediately. I captured all the info I could from mail.log and httpd/system.log, and there wasn't anything related in system.log. I'm open to any ideas. In this case the delay time was set to 5842. I have seen it set to other times, usually in the thousands. If we aren't paying close attention to RT a new ticket can go unnoticed for sometimes 40 minutes, sometimes well over 2 hours... from /var/log/mail.log Mar 5 13:59:11 rt3-ourcompany-com postfix/smtpd[429]: connect from mailserver.ourcompany.com[10.2.0.20] Mar 5 13:59:11 rt3-ourcompany-com postfix/smtpd[429]: 63F9B83254: client=mailserver.ourcompany.com[10.2.0.20] Mar 5 13:59:11 rt3-ourcompany-com postfix/cleanup[432]: 63F9B83254: message-id= Mar 5 13:59:11 rt3-ourcompany-com postfix/qmgr[239]: 63F9B83254: from=, size=1980, nrcpt=1 (queue active) Mar 5 13:59:11 rt3-ourcompany-com postfix/smtpd[429]: disconnect from mailserver.ourcompany.com[10.2.0.20] Mar 5 13:59:14 rt3-ourcompany-com postfix/pickup[422]: 2D92F83275: uid=70 from= Mar 5 13:59:14 rt3-ourcompany-com postfix/cleanup[432]: 2D92F83275: message-id= Mar 5 13:59:14 rt3-ourcompany-com postfix/qmgr[239]: 2D92F83275: from=, size=1814, nrcpt=1 (queue active) Mar 5 13:59:14 rt3-ourcompany-com postfix/smtp[437]: 2D92F83275: to=, relay=mailserver.ourcompany.com[10.2.0.20], delay=0, status=sent (250 2.0.0 49b02102-000ac917 Message accepted for delivery) Mar 5 13:59:14 rt3-ourcompany-com postfix/qmgr[239]: 2D92F83275: removed Mar 5 13:59:15 rt3-ourcompany-com postfix/local[433]: 63F9B83254: to=, relay=local, delay=4, status=sent (delivered to command: /opt/rt3/bin/rt-mailgate --queue facilities --action correspond --url http://localhost/rt) Mar 5 13:59:15 rt3-ourcompany-com postfix/qmgr[239]: 63F9B83254: removed >> Above is the user submitting the request Mar 5 15:36:35 rt3-ourcompany-com postfix/pickup[491]: ECAAF833A0: uid=70 from= Mar 5 15:36:36 rt3-ourcompany-com postfix/cleanup[492]: ECAAF833A0: message-id= Mar 5 15:36:36 rt3-ourcompany-com postfix/qmgr[239]: ECAAF833A0: from=, size=2284, nrcpt=3 (queue active) Mar 5 15:36:36 rt3-ourcompany-com postfix/smtp[494]: ECAAF833A0: to=, relay=mailserver.ourcompany.com[10.2.0.20], delay=5842, status=sent (250 2.0.0 49b037d4-000acb38 Message accepted for delivery) Mar 5 15:36:36 rt3-ourcompany-com postfix/qmgr[239]: ECAAF833A0: removed >>Above is the user's request being relayed to us admincc's Mar 5 15:36:55 rt3-ourcompany-com postfix/pickup[491]: AA81C833AB: uid=70 from= Mar 5 15:36:55 rt3-ourcompany-com postfix/cleanup[492]: AA81C833AB: message-id= Mar 5 15:36:55 rt3-ourcompany-com postfix/qmgr[239]: AA81C833AB: from=, size=1003, nrcpt=1 (queue active) Mar 5 15:36:55 rt3-ourcompany-com postfix/smtp[494]: AA81C833AB: to=, relay=mailserver.ourcompany.com[10.2.0.20], delay=0, status=sent (250 2.0.0 49b037e7-000acb39 Message accepted for delivery) Mar 5 15:36:55 rt3-ourcompany-com postfix/qmgr[239]: AA81C833AB: removed >>Above is my taking the ticket, generating an email to me, what I think 'pushed' the other message on it's way. from /var/log/httpd/error.log (times in GMT, so -5:00) [Thu Mar 5 18:59:14 2009] [info]: #30082/1590 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Thu Mar 5 18:59:14 2009] [info]: sent To: TheUser at ourcompany.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) [Thu Mar 5 18:59:14 2009] [info]: #30082/1590 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Thu Mar 5 18:59:14 2009] [info]: sent Bcc: dens at ourcompany.com, derek at ourcompany.com, rcurran at ourcompany.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) [Thu Mar 5 18:59:14 2009] [info]: Ticket 30082 created in queue 'Facilities' by TheUser at ourcompany.com (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) >> Above is user's request being created in httpd log Other messages have delay=0 or delay=1. Where do I go looking next? Thanks -Derek Cunningham derek at curis.com From KFCrocker at lbl.gov Thu Mar 5 17:50:09 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 05 Mar 2009 14:50:09 -0800 Subject: [rt-users] De-normalized RT Views Message-ID: <49B05721.1010308@lbl.gov> To all, We have found that the RT Query tool doesn't allow certain type of searches we would like to have. SO we created some de-normalized views that allow us to use SQL Plus or SQL Navigator, etc. as a tool to access our RT ticket data. We are on Oracle, so I'm not sure if the code to create these views will be helpful to anyone else, but I'll share them with anyone interested. Also, I'd like to put them in the wiki for RT, but I've never been there and would need some instruction on how to do that. Also, for those who have been looking for ways to convert from one ticketing system to RT, we have written a program in Perl to do just that. It uses the API, so that all relevant table records are updated in RT. Again, we use Oracle, so this may not work for you, but the logic and process should. All you would have to do is change the syntax and any environmental setups so the program would work for you and you've got it. Anyone interested in that? Kenn LBNL From jrhett at netconsonance.com Thu Mar 5 18:16:00 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 5 Mar 2009 15:16:00 -0800 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" In-Reply-To: <20090305181622.GB1634@17h.local> References: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> <49AEE7EF.4020703@lbl.gov> <20090305181622.GB1634@17h.local> Message-ID: <4CBAC768-79EC-4BFB-871B-480B4F098988@netconsonance.com> On Mar 5, 2009, at 10:16 AM, Jesse Vincent wrote: > On Thu 5.Mar'09 at 2:11:34 -0800, Jo Rhett wrote: >> I think you're missing the point though. If you don't allow >> Stealticket >> then this wouldn't matter. The only question is "if they can Steal >> the >> ticket, why force them to take duplicate steps" ? > > Because Steal isn't the same thing as Take. Steal is an explicit > "break > the ownership lock" command. Making every "take" an implicit "steal" > destroys any utility ownership locking has. I think what we're bumping into here is a total lack of documentation on how this locking has been theorized and is supposed to work. I don't witness this locking behavior at all. Based on the rights here, anyone can answer any ticket, any time. That is pretty much how we want it. So having part of the system trying to enforce a stricter policy that we've defined the rights for doesn't make sense to me. (not that stricter shouldn't be possible -- it should be, just not if we want to turn it off) If there was some documentation on how Take and Steal are supposed to interact, with some guidelines on how to properly implement some common scenarios, I wouldn't be so confused. If someone has this on the top of their brain or already written down somewhere and can punt it into the wiki (as the only apparent source of updated documentation) that would be great. Notes: 1. Yes someday I'll have time to read the code and then I will document it so I won't forget it. That day isn't today, and won't be anytime in the next week either. 2. I'm not arguing that any else should have as loose of a policy as we do. Different needs for different environments. I'm just suggesting that someone else wanting it tighter shouldn't mean that we *must* run our organization the same way. For anyone who wants a "one true way" point of view there is always OTRS ;-) 3. What does seem to be lacking is real locking -- preventing race conditions on "who types the fastest". When I have some free time, I was going to see how hard it would be to implement "someone is typing on this ticket RIGHT NOW" kind of locks. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jrhett at netconsonance.com Thu Mar 5 18:21:26 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 5 Mar 2009 15:21:26 -0800 Subject: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?" In-Reply-To: <49B052E8.10100@lbl.gov> References: <7D7B0C33-BBA7-49B5-BAB7-CFFB6AFAC9D9@netconsonance.com> <0CFFCBC0-0F43-4504-9D5F-F1C07798C406@netconsonance.com> <20090304193356.GE11976@dhcp-18-111-45-179.dyn.mit.edu> <49AEE7EF.4020703@lbl.gov> <49B052E8.10100@lbl.gov> Message-ID: <59DC1134-9C02-4256-8649-466F92C765F4@netconsonance.com> On Mar 5, 2009, at 2:32 PM, Kenneth Crocker wrote: > I only grant ticket owners the "ModifyTicket" right, so noone CAN > bulkudate a ticket that isn't theirs. For your environment that may make sense, but not here. OTRS enforces that kind of approach -- you can't turn it off without hacking the source code. And our general overhead to respond to a ticket was 8- times-higher than the actual time spent answering the tickets. When you have a fairly equal support team and anybody can answer almost everything, the last thing in the world you want to do is force people to keep unassigning and reassigning tickets to themselves. In our environment 98% of tickets never take an owner. We only do that to indicate that "only I can do this, ya'all leave it be" Using RT with everyone having OwnTicket, TakeTicket, StealTicket, ModifyTicket, etc has reduced our overheard to about 1.2:1 which is totally acceptable in our mind. Now people have stopped avoiding using the ticket system because it's no longer a PITA to use. Anyway, long post for a short idea: different uses for different users ;-) This particular piece of code seems to implement a stricter policy that clashes with the rights assignments. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From hanane.ourdani at gmail.com Fri Mar 6 03:49:21 2009 From: hanane.ourdani at gmail.com (hanane ourdani) Date: Fri, 6 Mar 2009 08:49:21 +0000 Subject: [rt-users] A way to send a mail once a field in the ticket is filled Message-ID: Hello everyone, I'm looking for a way to send an email with the information extracted from the ticket once a particular field is completed. is that someone has an idea? thank you very much, best regards, -------------- next part -------------- An HTML attachment was scrubbed... URL: From marco.avvisano at regione.toscana.it Fri Mar 6 04:19:15 2009 From: marco.avvisano at regione.toscana.it (Marco Avvisano) Date: Fri, 6 Mar 2009 10:19:15 +0100 Subject: [rt-users] WorkflowBuilderRules help References: <49AE2E70.4040103@modernp.com><589c94400903041203k78d7a632wbf8c62e40036ad1d@mail.gmail.com> <49AFC9D7.2050803@modernp.com> Message-ID: <004701c99e3c$9ffb9060$2b01d59f@regione.toscana.it> Hi, i have installed WorkflowBuilderRules in rt 3.8.2, but when i try to create rules the script return this error (for every perl modules) Can't locate RT/Config.pm in @INC suggestions? It's possible to create a rule which depend from the customfield value, so different values need different approvers? for example for different departments, it's possible to create a rule so a dba-request is forwarded to different dba-group for approving ? probabily this rules it's not correct.. Set( $WorkflowBuilderStages, { 'RefRT approval' => { content => '.....', subject => 'RefRT Approval for DBA: {$Approving->Id} - {$Approving->Subject}', owner => q!{{ Department1 => "group_1", Department2 => "group_2"}->{ $Approving->FirstCustomFieldValue('Department') }}! }, }); Set( $WorkflowBuilderRules, { 'DBA-Approval' => [ 'RefRT approval'], } ); thanks for suggestions, Marco From fredb at modernp.com Fri Mar 6 05:20:59 2009 From: fredb at modernp.com (Fred Blaise) Date: Fri, 06 Mar 2009 11:20:59 +0100 Subject: [rt-users] WorkflowBuilderRules help In-Reply-To: <004701c99e3c$9ffb9060$2b01d59f@regione.toscana.it> References: <49AE2E70.4040103@modernp.com><589c94400903041203k78d7a632wbf8c62e40036ad1d@mail.gmail.com> <49AFC9D7.2050803@modernp.com> <004701c99e3c$9ffb9060$2b01d59f@regione.toscana.it> Message-ID: <49B0F90B.2050407@modernp.com> Hi Marco Avvisano wrote: > Hi, > > i have installed WorkflowBuilderRules in rt 3.8.2, but when i try to create > rules > the script return this error (for every perl modules) > > Can't locate RT/Config.pm in @INC > > suggestions? > You can try exporting PERL5LIB before running the rt-worlflow command, to set the path to your RT libraries manually. > > It's possible to create a rule which depend from the customfield value, so > different values > need different approvers? > > for example for different departments, it's possible to create a rule so a > dba-request is forwarded to different dba-group for approving ? > > > probabily this rules it's not correct.. > > Set( $WorkflowBuilderStages, > { 'RefRT approval' => > { content => '.....', > subject => 'RefRT Approval for DBA: {$Approving->Id} - > {$Approving->Subject}', > > owner => q!{{ > Department1 => "group_1", > Department2 => "group_2"}->{ > $Approving->FirstCustomFieldValue('Department') }}! }, > }); > > Set( $WorkflowBuilderRules, > { 'DBA-Approval' => [ 'RefRT approval'], > } > ); > > > thanks for suggestions, > > Marco > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Jason.Doran at nuim.ie Fri Mar 6 05:20:14 2009 From: Jason.Doran at nuim.ie (Jason Doran) Date: Fri, 06 Mar 2009 10:20:14 +0000 Subject: [rt-users] De-normalized RT Views In-Reply-To: <49B05721.1010308@lbl.gov> References: <49B05721.1010308@lbl.gov> Message-ID: Hi Kenn, We have Remedy Helpdesk and I would be interested in your Perl program to test conversion to RT. Regards, Jason On 5 Mar 2009, at 22:50, Kenneth Crocker wrote: > Also, for those who have been looking for ways to convert from one > ticketing system to RT, we have written a program in Perl to do just > that. It uses the API, so that all relevant table records are > updated in > RT. Again, we use Oracle, so this may not work for you, but the logic > and process should. All you would have to do is change the syntax and > any environmental setups so the program would work for you and you've > got it. Anyone interested in that? From Jim.Tambling at datatote.co.uk Fri Mar 6 08:04:17 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Fri, 6 Mar 2009 13:04:17 -0000 Subject: [rt-users] Shredder in 3.8.2 Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBE5@mail.sys.internal> Hi I am trying to get shredder working, I have created the directory and made it writable by www-data but I still get an error; "Shredder needs a directory to write dumps to. Please check that you have /usr/local/rt/var/data/RT-Shredder and it is writable by your web server." Am I missing something? Regards, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From Richard.Foley at rfi.net Fri Mar 6 08:23:31 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Fri, 6 Mar 2009 14:23:31 +0100 Subject: [rt-users] Shredder in 3.8.2 In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBE5@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FBE5@mail.sys.internal> Message-ID: <200903061423.31836.Richard.Foley@rfi.net> On Friday 06 March 2009 14:04:17 Jim Tambling wrote: > Hi > > I am trying to get shredder working, I have created the directory and > made it writable by www-data but I still get an error; > > "Shredder needs a directory to write dumps to. Please check that you > have /usr/local/rt/var/data/RT-Shredder > and it is writable by your web server." > > Am I missing something? > Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the "groups" command against the RT "user", something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ From Richard.Foley at rfi.net Fri Mar 6 08:23:31 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Fri, 6 Mar 2009 14:23:31 +0100 Subject: [rt-users] Shredder in 3.8.2 In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBE5@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FBE5@mail.sys.internal> Message-ID: <200903061423.31836.Richard.Foley@rfi.net> On Friday 06 March 2009 14:04:17 Jim Tambling wrote: > Hi > > I am trying to get shredder working, I have created the directory and > made it writable by www-data but I still get an error; > > "Shredder needs a directory to write dumps to. Please check that you > have /usr/local/rt/var/data/RT-Shredder > and it is writable by your web server." > > Am I missing something? > Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the "groups" command against the RT "user", something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ From ktm at rice.edu Fri Mar 6 08:56:52 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 6 Mar 2009 07:56:52 -0600 Subject: [rt-users] De-normalized RT Views In-Reply-To: <49B05721.1010308@lbl.gov> References: <49B05721.1010308@lbl.gov> Message-ID: <20090306135652.GS13289@it.is.rice.edu> On Thu, Mar 05, 2009 at 02:50:09PM -0800, Kenneth Crocker wrote: > To all, > > > We have found that the RT Query tool doesn't allow certain type of > searches we would like to have. SO we created some de-normalized views > that allow us to use SQL Plus or SQL Navigator, etc. as a tool to access > our RT ticket data. We are on Oracle, so I'm not sure if the code to > create these views will be helpful to anyone else, but I'll share them > with anyone interested. Also, I'd like to put them in the wiki for RT, > but I've never been there and would need some instruction on how to do that. > Also, for those who have been looking for ways to convert from one > ticketing system to RT, we have written a program in Perl to do just > that. It uses the API, so that all relevant table records are updated in > RT. Again, we use Oracle, so this may not work for you, but the logic > and process should. All you would have to do is change the syntax and > any environmental setups so the program would work for you and you've > got it. Anyone interested in that? > > > Kenn > LBNL > Yes, please add these to the wiki. We have had similar needs and having some samples to look at can really speed up implementation even on different DB platforms. Cheers, Ken From bernhard.hansbauer at greentube.com Fri Mar 6 09:58:48 2009 From: bernhard.hansbauer at greentube.com (Bernhard Hansbauer) Date: Fri, 6 Mar 2009 15:58:48 +0100 Subject: [rt-users] Attachments: error 404 with single quotes in filename Message-ID: <49B13A28.4090304@greentube.com> Hello, I have recently posted an error with some attachments that can't be shown and produce a 404 error. I have found that this problem comes up when the filename of the attachment contains a single quote, which is not translated into a proper URL and thus creates an invalid link. As workaround, I have told our users to simply cut off the file name after the Transaction ID in the browser, for example to replace https://rt.example.com/Ticket/Attachment/5475720/2674832/carte%20d%26%2339%3Bidentit%C3%A9e.doc (the link created by an attachment called "carte d'identit?e.doc") by: https://rt.example.com/Ticket/Attachment/5475720/2674832/ The attachment will then be shown. How can this be fixed? Any idea? Thank you & regards Bernhard From Jim.Tambling at datatote.co.uk Fri Mar 6 11:46:50 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Fri, 6 Mar 2009 16:46:50 -0000 Subject: [rt-users] Shredder in 3.8.2 Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBE7@mail.sys.internal> Hi, greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ total 0 greyarea jim # ps -ef | grep apache2 root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k start root 3898 11198 0 13:57 pts/7 00:00:00 tail -f /var/log/apache2/error.log root 5862 32163 0 12:36 pts/1 00:00:00 tail -f /var/log/apache2/error.log root 18192 935 0 14:33 pts/4 00:00:00 tail -F /var/log/apache2/error.log www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k start www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k start www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k start www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k start www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k start www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k start www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k start www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k start www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k start root 31666 984 0 16:42 pts/2 00:00:00 grep apache2 -----Original Message----- From: Richard Foley [mailto:Richard.Foley at rfi.net] Sent: 06 March 2009 13:24 To: Jim Tambling Cc: rt-users at lists.bestpractical.com; rt-users at bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 On Friday 06 March 2009 14:04:17 Jim Tambling wrote: > Hi > > I am trying to get shredder working, I have created the directory and > made it writable by www-data but I still get an error; > > "Shredder needs a directory to write dumps to. Please check that you > have /usr/local/rt/var/data/RT-Shredder > and it is writable by your web server." > > Am I missing something? > Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the "groups" command against the RT "user", something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: 03/06/09 07:20:00 From Jim.Tambling at datatote.co.uk Fri Mar 6 11:53:19 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Fri, 6 Mar 2009 16:53:19 -0000 Subject: [rt-users] Custom field in searches Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBE8@mail.sys.internal> Hi all I have created some queries that I have added to a dashboard. Although I can edit the columns that are displayed I can't get changes to stick. I have a custom field that I want displayed on the results of the search saved in the dashboard but every time I go back to the results it has dissapeared. How can I make custom field dispaly every time without having to modify "Dispaly Columns"? Many thanks, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jim.Tambling at datatote.co.uk Fri Mar 6 12:42:35 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Fri, 6 Mar 2009 17:42:35 -0000 Subject: [rt-users] Is there a mailing list for AT? Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBE9@mail.sys.internal> Thanks w_e, will look it up. Todd, I think you are right in keeping AT simple. It integrates nicely with RT and that I s just what we need. Thnaks for providing such a great add-on. Regards -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman Sent: 05 March 2009 18:03 To: who else Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Is there a mailing list for AT? The future of AT is up to it's users. It works pretty well for many right now, and as a default is sort of the same blank slate that RT is when first installed. I prefer not to do too much custom stuff in core AT that some people won't need. AT extensions can be released for that. Patches are welcome and if you have the right attitude a commit bit won't be hard to obtain. On Thu, Mar 5, 2009 at 12:13 PM, who else wrote: > > Hi Todd, > > thank you. Was wondering about the future of AT; i appreciate any help > and insights into AT. Am currently working on a localisation as well. > > So thanks again. > > > Best > w_e > > > > Todd Chapman wrote: >> >> The list has been down for a while and I don't have time to maintain >> it. The code is hosted by Google. I fully support anyone who wants to >> run a list. >> >> On Thu, Mar 5, 2009 at 10:59 AM, who else wrote: >>> >>> Not i know of, was searching for it as well. >>> >>> As I am a newbie to RT and AT, ?i am keen to learn more about AT >>> too, ?so i created a yahoo group. You can find it here: >>> >>> at-user-subscribe at yahoogroups.de >>> >>> Dont worry about the TLD; main conversation language is english :-) >>> >>> Of course it is still empty, because it was just created, but i >>> invite everybody to participate. >>> >>> I hope i didn't break any mailing list/forum rule, if so, please let >>> me know. >>> >>> Best >>> >>> w_e >>> -- >>> View this message in context: >>> http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p223 >>> 54476.html >>> Sent from the Request Tracker - User mailing list archive at Nabble.com. >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- > View this message in context: > http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22356090.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.11.8/1984 - Release Date: 03/05/09 07:54:00 From KFCrocker at lbl.gov Fri Mar 6 13:08:12 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 06 Mar 2009 10:08:12 -0800 Subject: [rt-users] A way to send a mail once a field in the ticket is filled In-Reply-To: References: Message-ID: <49B1668C.4030009@lbl.gov> Hanane, What fields are you interested in? If is a Custom Field, the code will be different. Kenn LBNL On 3/6/2009 12:49 AM, hanane ourdani wrote: > Hello everyone, > > I'm looking for a way to send an email with the information extracted > from the ticket once a particular field is completed. > is that someone has an idea? > > thank you very much, > > best regards, > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jrhett at netconsonance.com Fri Mar 6 13:13:24 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 6 Mar 2009 10:13:24 -0800 Subject: [rt-users] How do we add a line of output to the user html? Message-ID: <108B2FF5-0C77-4147-9573-2A6ECBB59E44@netconsonance.com> I'm trying to determine why the following Scrip doesn't work: http://wiki.bestpractical.com/view/JumpToFrontPageOnTicketResolve?J:RETURN=S9551522502_109540 Which is this: Description: JumpToFrontPageOnTicketResolve Condition: On Resolve Action: User Defined Custom action preparation code: return 1; Custom action cleanup code: printf(''); return 1; Template: Global template: Blank Obviously I have a full URL instead of "helpdesk". But it doesn't seem to be outputting this line -- it doesn't appear in HTML output. What is missing here? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From toml at bitstatement.net Fri Mar 6 13:50:29 2009 From: toml at bitstatement.net (Tom Lahti) Date: Fri, 06 Mar 2009 10:50:29 -0800 Subject: [rt-users] A way to send a mail once a field in the ticket is filled In-Reply-To: References: Message-ID: <49B17075.7090405@bitstatement.net> > I'm looking for a way to send an email with the information extracted from > the ticket once a particular field is completed. > is that someone has an idea? You could write a program that extracts ticket information using the REST interface and then emails it in whatever format you like. But it would be nice to simply have a button in the web interface that does "email this ticket history to watchers" or some such. Other ticket systems I've used had that, so I was bit surprised to find that RT did not. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From ausslander0999 at hotmail.com Fri Mar 6 14:23:23 2009 From: ausslander0999 at hotmail.com (Timothy Kolosky) Date: Fri, 6 Mar 2009 14:23:23 -0500 Subject: [rt-users] RT Emails Being Blocked by Various Providers Message-ID: Hi, I have not really had any luck finding anything in the archives in regards to the following problem, so I was wondering if anyone could shed some light on the issue for us. For some strange reason, it seems that (not sure if it is all or just some) users on AOL, Comcast, emails hosted by GoDaddy, and a few other less notable providers (these are the only ones I have been able to confirm thus far) are not receiving any of our emails that are generated by RT. A couple other providers (I think Yahoo! and maybe Hotmail/MSN or Gmail) are sending all our tickets to the junk mail folder. Test emails from our standard Exchange server, sent through Outlook, go through just fine, and even after adding our email address as a contact, the emails generated by RT still do not go through or end up marked as junk. I know RT uses a different methodology of sending emails, and I assume the fact that it is an automatically generated message probably has something to do with this, but it is causing our Help Desk a lot of difficulty when over half our users do not receive any sort of response from us. You know how people can be, most of them don't leave any other contact information in these emails, and it's hard to discern exactly who needs to have emails sent separately. I also know we cannot make the providers accept our emails, with any sort of success, so I was wondering if there is any way we can change our outbound emails from RT to not be blocked as spam? Any assistance on this would be greatly appreciated! Thanks, Tim Kolosky _________________________________________________________________ Express your personality in color! Preview and select themes for Hotmail?. http://www.windowslive-hotmail.com/LearnMore/personalize.aspx?ocid=TXT_MSGTX_WL_HM_express_032009#colortheme -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Mar 6 14:34:34 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 6 Mar 2009 14:34:34 -0500 Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: References: Message-ID: I've not seen this. Are your messages being sent from the same server? Do you have an SPF record? As "lovely" as it is, many consumer-grade ISPs require SPF and PTR records. -- Cambridge Energy Alliance: Save money. Save the planet. From ausslander0999 at hotmail.com Fri Mar 6 15:40:09 2009 From: ausslander0999 at hotmail.com (Timothy Kolosky) Date: Fri, 6 Mar 2009 15:40:09 -0500 Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: References: Message-ID: We are not using our Exchange server with RT, it just uses a local SMTP server that goes to our corporate SMTP server and sends from there. I really don't understand the whole setup, nor am I familiar with SPF and PTR records. How are those set up, and on what system? Thanks, Tim > Date: Fri, 6 Mar 2009 14:34:34 -0500 > Subject: Re: [rt-users] RT Emails Being Blocked by Various Providers > From: jpierce at cambridgeenergyalliance.org > To: ausslander0999 at hotmail.com > CC: rt-users at lists.bestpractical.com > > I've not seen this. Are your messages being sent from the same server? > Do you have an SPF record? As "lovely" as it is, many consumer-grade > ISPs require SPF and PTR records. > > -- > Cambridge Energy Alliance: Save money. Save the planet. _________________________________________________________________ Windows Live? Groups: Create an online spot for your favorite groups to meet. http://windowslive.com/online/groups?ocid=TXT_TAGLM_WL_groups_032009 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Mar 6 15:43:25 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 6 Mar 2009 15:43:25 -0500 Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: References: Message-ID: On Fri, Mar 6, 2009 at 15:40, Timothy Kolosky wrote: > We are not using our Exchange server with RT,?it?just uses a local SMTP > server?that goes to our?corporate SMTP server and sends from there. I really > don't understand the whole setup,?nor am?I familiar with SPF and PTR > records.?How are?those set up, and?on what system? Then that's probably the problem. You're sending mail from something other than the MX server for your domain. SPF and PTR are DNS recods. SPF info at http://www.openspf.org/ PTR is for reverse mapping from IP to name. Yahoo stupidly requires this. -- Cambridge Energy Alliance: Save money. Save the planet. From christ66 at uwm.edu Fri Mar 6 15:52:37 2009 From: christ66 at uwm.edu (Steven Christou) Date: Fri, 06 Mar 2009 14:52:37 -0600 Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: References: Message-ID: <49B18D15.3070201@uwm.edu> Local SMTP servers do not work good with sending emails out. This is because most company email servers will detect that the email is not going through their server, so it will automatically be considered spam and receive high spam scores. The email server thinks that your computer is infected with a virus sending out emails. As a Network Admin, I see a lot of this type of stuff flying around (viruses sending out emails). If you do not know how to use SMTP with RT, just put this in the RT_SiteConfig.pm file: Set($NotifyActor, 1); #sends email to person who made changes also (optional) Set($UserFriendlyToLine, 1); #more user friendly when creating tickets Set($MailCommand, 'smtp'); #we want smtp Set($SMTPServer 'mail.server.com'); #This is your email SMTP server Set($SMTPFrom, undef); #options from here below are optional Set($SMTPDebug, 0); Set($SendmailPath, 'undef'); Set($SendmailArguments, 'undef'); Hopefully this will help. I do not know the entire scenario, but maybe it helped. Thanks, Steve Timothy Kolosky wrote: > We are not using our Exchange server with RT, it just uses a local > SMTP server that goes to our corporate SMTP server and sends from > there. I really don't understand the whole setup, nor am I familiar > with SPF and PTR records. How are those set up, and on what system? > > Thanks, > Tim > > > Date: Fri, 6 Mar 2009 14:34:34 -0500 > > Subject: Re: [rt-users] RT Emails Being Blocked by Various Providers > > From: jpierce at cambridgeenergyalliance.org > > To: ausslander0999 at hotmail.com > > CC: rt-users at lists.bestpractical.com > > > > I've not seen this. Are your messages being sent from the same server? > > Do you have an SPF record? As "lovely" as it is, many consumer-grade > > ISPs require SPF and PTR records. > > > > -- > > Cambridge Energy Alliance: Save money. Save the planet. > > ------------------------------------------------------------------------ > Windows Live? Groups: Create an online spot for your favorite groups > to meet. Check it out. > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Steve Christou UWM Information Security Phone: 414-229-1100 Email: Osa-list at uwm.edu From eliezer.chavez at gmail.com Fri Mar 6 16:31:24 2009 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Fri, 6 Mar 2009 17:01:24 -0430 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <49AE80F4.9080606@jennic.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> <49AE80F4.9080606@jennic.com> Message-ID: <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> [as10g at aspccs11 /opt/rt/etc]$ cat RT_SiteConfig.pm # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set($rtname , 'movilnet.com.ve'); Set($Organization , 'movilnet.com.ve'); Set($OwnerEmail , 'as10g'); Set($RTAddressRegexp , '^rt\@movilnet.com.ve$'); Set($CorrespondAddress , 'rt at movilnet.com.ve'); Set($CommentAddress , 'rt at movilnet.com.ve'); #Set($CanonicalizeEmailAddressMatch , 'rt.movilnet.com.ve$'); Set($CanonicalizeEmailAddressReplace , 'movilnet.com.ve'); Set($WebDomain , 'localhost' ); Set($WebPort , 443);# + ($< * 7274) % 32766 + ($< && 1024)); Set($WebPath , ""); Set($WebBaseURL , 'https://' . RT->Config->Get('WebDomain') . ':' . RT->Config->Get('WebPort')); Set($WebURL , RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/"); Set($WebImagesURL , RT->Config->Get('WebPath') . "/NoAuth/images"); Set($WebSecureCookies , '1'); Set($LogoURL , $Config->Get('WebImagesURL') . "/bplogo.gif"); Set($Timezone , 'America/Caracas'); Set($DatabaseType , 'Oracle'); Set(@Plugins , qw(RT::FM)); #Set(@Plugins , (qw(Extension::QuickDelete))); #Set($DevelMode , '1'); Set($LogToFile , 'debug'); Set($LogDir , '/logs/rt'); Set($LogToFileNamed , "rt.log"); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => '161.196.64.3', ## 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' => 'CANTV\gepror', # The password RT should use to connect to the LDAP server 'pass' => 'Capital02', # # The LDAP search base 'base' => 'DC=cantv,DC=com,DC=ve', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(objectClass=Person)', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.1781)', # 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' } } } ); 1; On Wed, Mar 4, 2009 at 8:54 AM, Mike Peachey wrote: > Eliezer E Ch?vez wrote: >> Guys >> >> This errror is appearing after i log into rt >> >> Can't call method "as_string" on an undefined value at >> /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm >> line 398, ?line 50 > > You are almost certainly missing some configuration directives. > > Check that you have a filter, d_filter, base, attr_map and > attr_match_list for your LDAP source. Also valid values for > ExternalAuthPriority and ExternalInfoPriority. > > -- > 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 > __________________________________________________ > -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez From steve.obrien at hdesd.org Fri Mar 6 18:29:27 2009 From: steve.obrien at hdesd.org (Steve O'Brien) Date: Fri, 6 Mar 2009 15:29:27 -0800 Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: References: , Message-ID: >We are not using our Exchange server with RT, it just uses a local SMTP server that goes to our corporate SMTP server and sends from there. I really don't understand the whole >setup, nor am I familiar with SPF and PTR records. How are those set up, and on what system? > >Thanks, >Tim My RT server is configured using sendmail and I used the SMARTHOST directive. If you are using sendmail edit your /etc/mail/sendmail.mc and remake your senmail cf. Here is a brief tutorial http://www.elandsys.com/resources/sendmail/smarthost.html Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From atossava at cc.helsinki.fi Fri Mar 6 20:44:18 2009 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Sat, 7 Mar 2009 03:44:18 +0200 (EET) Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: References: Message-ID: On Fri, 6 Mar 2009, Jerrad Pierce wrote: > PTR is for reverse mapping from IP to name. Yahoo stupidly requires this. Inability to configure PTR records is a sign of incompetence. Rejecting mail from incompetently managed networks (based on whichever definition of incompetence you're comfortable with) may be a good idea. RFC 1912, while informational only, states that all IP addresses should have corresponding PTR entries (and that all entries should be valid, which seems really hard to grasp to many ISPs). It dates from early 1996. Section 2.1 in RFC 1912 deals with this issue. The reverse DNS does not need to be anything fancy, it only needs to exist (and be valid). Saying that somebody is "stupid" for requiring this is a bit like writing to the various DNSBLs of dynamically assigned IP address space and saying that they have to remove your dynamically assigned IP address from their list just because you say so (while admitting it yourself that it is indeed dynamically assigned, helpfully making their point for them)... -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From atossava at cc.helsinki.fi Fri Mar 6 20:30:11 2009 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Sat, 7 Mar 2009 03:30:11 +0200 (EET) Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: References: Message-ID: On Fri, 6 Mar 2009, Timothy Kolosky wrote: > For some strange reason, it seems that [some] are not receiving any of > our emails that are generated by RT. Are you getting any actual hard bounces of mail sent by RT? If so, what do they say? -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From jmoseley at corp.xanadoo.com Fri Mar 6 21:08:30 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Fri, 6 Mar 2009 20:08:30 -0600 Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: Message-ID: Some mail environments are even more strict and require that the rDNS entry of the IP address match with the corresponding forward DNS record. With that said, I think it's reasonable that an owner of a mail server sending legit email make sure that the IP address of their mail server have an rDNS entry. James Moseley Atro Tossavainen To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] RT Emails Being Blocked by Various Providers 03/06/2009 07:44 PM On Fri, 6 Mar 2009, Jerrad Pierce wrote: RFC 1912, while informational only, states that all IP addresses should have corresponding PTR entries (and that all entries should be valid, which seems really hard to grasp to many ISPs). It dates from early 1996. Section 2.1 in RFC 1912 deals with this issue. The reverse DNS does not need to be anything fancy, it only needs to exist (and be valid). From Richard.Foley at rfi.net Sat Mar 7 03:44:08 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Sat, 7 Mar 2009 09:44:08 +0100 Subject: [rt-users] Shredder in 3.8.2 In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBE7@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FBE7@mail.sys.internal> Message-ID: <200903070944.08584.Richard.Foley@rfi.net> It might help to use a couple of different commands, please try these two: groups www-data ls -lR /usr/local/rt/var/data -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Friday 06 March 2009 17:46:50 Jim Tambling wrote: > Hi, > > greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ > total 0 > greyarea jim # ps -ef | grep apache2 > root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k > start > root 3898 11198 0 13:57 pts/7 00:00:00 tail -f > /var/log/apache2/error.log > root 5862 32163 0 12:36 pts/1 00:00:00 tail -f > /var/log/apache2/error.log > root 18192 935 0 14:33 pts/4 00:00:00 tail -F > /var/log/apache2/error.log > www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > start > www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k > start > www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k > start > www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > start > www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > start > www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k > start > www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > start > www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k > start > www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > start > root 31666 984 0 16:42 pts/2 00:00:00 grep apache2 > > -----Original Message----- > From: Richard Foley [mailto:Richard.Foley at rfi.net] > Sent: 06 March 2009 13:24 > To: Jim Tambling > Cc: rt-users at lists.bestpractical.com; rt-users at bestpractical.com > Subject: Re: [rt-users] Shredder in 3.8.2 > > > On Friday 06 March 2009 14:04:17 Jim Tambling wrote: > > Hi > > > > I am trying to get shredder working, I have created the directory and > > made it writable by www-data but I still get an error; > > > > "Shredder needs a directory to write dumps to. Please check that you > > have /usr/local/rt/var/data/RT-Shredder > > and it is writable by your web server." > > > > Am I missing something? > > > Maybe www-data is the wrong user/group - please post the result of: > > ls -l /usr/local/rt/var/data/RT-Shredder > > and (for apache or httpd): > > ps -ef | grep httpd > > and the results of running the "groups" command against the RT "user", > something _like_ this might do it: > > groups rtuser > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > No virus found in this incoming message. > Checked by AVG - www.avg.com > Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: > 03/06/09 07:20:00 > From Richard.Foley at rfi.net Sat Mar 7 03:44:08 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Sat, 7 Mar 2009 09:44:08 +0100 Subject: [rt-users] Shredder in 3.8.2 In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBE7@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FBE7@mail.sys.internal> Message-ID: <200903070944.08584.Richard.Foley@rfi.net> It might help to use a couple of different commands, please try these two: groups www-data ls -lR /usr/local/rt/var/data -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Friday 06 March 2009 17:46:50 Jim Tambling wrote: > Hi, > > greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ > total 0 > greyarea jim # ps -ef | grep apache2 > root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k > start > root 3898 11198 0 13:57 pts/7 00:00:00 tail -f > /var/log/apache2/error.log > root 5862 32163 0 12:36 pts/1 00:00:00 tail -f > /var/log/apache2/error.log > root 18192 935 0 14:33 pts/4 00:00:00 tail -F > /var/log/apache2/error.log > www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > start > www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k > start > www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k > start > www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > start > www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > start > www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k > start > www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > start > www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k > start > www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > start > root 31666 984 0 16:42 pts/2 00:00:00 grep apache2 > > -----Original Message----- > From: Richard Foley [mailto:Richard.Foley at rfi.net] > Sent: 06 March 2009 13:24 > To: Jim Tambling > Cc: rt-users at lists.bestpractical.com; rt-users at bestpractical.com > Subject: Re: [rt-users] Shredder in 3.8.2 > > > On Friday 06 March 2009 14:04:17 Jim Tambling wrote: > > Hi > > > > I am trying to get shredder working, I have created the directory and > > made it writable by www-data but I still get an error; > > > > "Shredder needs a directory to write dumps to. Please check that you > > have /usr/local/rt/var/data/RT-Shredder > > and it is writable by your web server." > > > > Am I missing something? > > > Maybe www-data is the wrong user/group - please post the result of: > > ls -l /usr/local/rt/var/data/RT-Shredder > > and (for apache or httpd): > > ps -ef | grep httpd > > and the results of running the "groups" command against the RT "user", > something _like_ this might do it: > > groups rtuser > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > No virus found in this incoming message. > Checked by AVG - www.avg.com > Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: > 03/06/09 07:20:00 > From todd at chaka.net Sat Mar 7 15:32:53 2009 From: todd at chaka.net (Todd Chapman) Date: Sat, 7 Mar 2009 15:32:53 -0500 Subject: [rt-users] Where and How to Modify Asset Tracker Main Page In-Reply-To: <49AE7D64.2594.002B.0@adphila.org> References: <49AE7D64.2594.002B.0@adphila.org> Message-ID: <519782dc0903071232j3adaf11el41e2609deff391e@mail.gmail.com> html/AssetTracker/index.html On Wed, Mar 4, 2009 at 1:08 PM, John BORIS wrote: > Where can one RTFM on how to modify the main page when you click on the > Assets menu in RT 3.6.3? I want to add a portion that shows the assets > for the user. > > John J. Boris, Sr. > JEN-A-SyS Administrator > "Remember! That light at the end of the tunnel > Just might be the headlight of an oncoming train!" > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jpierce at cambridgeenergyalliance.org Sat Mar 7 16:50:24 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 7 Mar 2009 16:50:24 -0500 Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: References: Message-ID: >and that all entries should be valid, which seems really hard to grasp >to many ISPs And as such, it is indeed stupid to penalize their customers. To use PTR as one of many rules in spam analysis or grey-listing is reasonable, to flat-out deny SMTP is asinine. -- Cambridge Energy Alliance: Save money. Save the planet. From atossava at cc.helsinki.fi Sun Mar 8 08:29:44 2009 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Sun, 8 Mar 2009 14:29:44 +0200 (EET) Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: Message-ID: <200903081229.n28CTi2F020622@ruuvi.it.helsinki.fi> > To: Atro Tossavainen > cc: rt-users at lists.bestpractical.com No need to copy me personally, list only is just fine. >> and that all entries should be valid, which seems really hard to grasp >> to many ISPs > > And as such, it is indeed stupid to penalize their customers. > To use PTR as one of many rules in spam analysis or grey-listing is > reasonable, to flat-out deny SMTP is asinine. It all depends on your point of view. If you really feel the urge to throw endless resources into analysing mail you knew far earlier you would be rejecting anyway, be my guest. Just don't expect everybody else to do that. If you thought mail from incompetently managed networks is best left avoided, that's one data point you could use for making that judgement. Some people figure accepting mail from zombie farms is a good idea, too. It all depends on what you, as the mail server owner, think is a good idea. I can't make that judgement for you, but as James Moseley put it in this thread: > Some mail environments are even more strict and require that the rDNS entry > of the IP address match with the corresponding forward DNS record. (Which is, perhaps not quite incidentally, in line with Section 2.1 of RFC 1912.) > With that said, I think it's reasonable that an owner of a mail server > sending legit email make sure that the IP address of their mail server > have an rDNS entry. Amen. -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From nixon at nsc.liu.se Sun Mar 8 08:48:52 2009 From: nixon at nsc.liu.se (Leif Nixon) Date: Sun, 8 Mar 2009 13:48:52 +0100 Subject: [rt-users] RT Emails Being Blocked by Various Providers In-Reply-To: References: Message-ID: <3f65aa150903080548t2bba075cpef6d3accf5d08c1@mail.gmail.com> On Fri, Mar 6, 2009 at 9:43 PM, Jerrad Pierce wrote: > On Fri, Mar 6, 2009 at 15:40, Timothy Kolosky > wrote: >> We are not using our Exchange server with RT,?it?just uses a local SMTP >> server?that goes to our?corporate SMTP server and sends from there. I really >> don't understand the whole setup,?nor am?I familiar with SPF and PTR >> records.?How are?those set up, and?on what system? > Then that's probably the problem. You're sending mail from something other > than the MX server for your domain. I don't believe this has anything to do with the problem. Outgoing mail servers and incoming MX servers are often different, and anyone trying to use this for spam detection will suffer lots of false positives. And I really don't believe the big email providers would do something that stupid. (If the OP publishes SPF records things are obviously different.) FWIW, I've been running RT for many years without any kind of smarthost setup. No problems. -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From Jim.Tambling at datatote.co.uk Sun Mar 8 13:54:52 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Sun, 8 Mar 2009 17:54:52 -0000 Subject: [rt-users] Shredder in 3.8.2 Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBEA@mail.sys.internal> Hi again, greyarea jim # ls -lR /usr/local/rt/var/data /usr/local/rt/var/data: total 4 drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder /usr/local/rt/var/data/RT_Shredder: total 0 Thanks, Jim -----Original Message----- From: Richard Foley [mailto:Richard.Foley at rfi.net] Sent: 07 March 2009 08:44 To: rt-users at bestpractical.com Cc: Jim Tambling; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 It might help to use a couple of different commands, please try these two: groups www-data ls -lR /usr/local/rt/var/data -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Friday 06 March 2009 17:46:50 Jim Tambling wrote: > Hi, > > greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ > total 0 > greyarea jim # ps -ef | grep apache2 > root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k > start > root 3898 11198 0 13:57 pts/7 00:00:00 tail -f > /var/log/apache2/error.log > root 5862 32163 0 12:36 pts/1 00:00:00 tail -f > /var/log/apache2/error.log > root 18192 935 0 14:33 pts/4 00:00:00 tail -F > /var/log/apache2/error.log > www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > start > www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k > start > www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k > start > www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > start > www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > start > www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k > start > www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > start > www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k > start > www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > start > root 31666 984 0 16:42 pts/2 00:00:00 grep apache2 > > -----Original Message----- > From: Richard Foley [mailto:Richard.Foley at rfi.net] > Sent: 06 March 2009 13:24 > To: Jim Tambling > Cc: rt-users at lists.bestpractical.com; rt-users at bestpractical.com > Subject: Re: [rt-users] Shredder in 3.8.2 > > > On Friday 06 March 2009 14:04:17 Jim Tambling wrote: > > Hi > > > > I am trying to get shredder working, I have created the directory > > and > > made it writable by www-data but I still get an error; > > > > "Shredder needs a directory to write dumps to. Please check that you > > have /usr/local/rt/var/data/RT-Shredder > > and it is writable by your web server." > > > > Am I missing something? > > > Maybe www-data is the wrong user/group - please post the result of: > > ls -l /usr/local/rt/var/data/RT-Shredder > > and (for apache or httpd): > > ps -ef | grep httpd > > and the results of running the "groups" command against the RT "user", > something _like_ this might do it: > > groups rtuser > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > No virus found in this incoming message. > Checked by AVG - www.avg.com > Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: > 03/06/09 07:20:00 > From aditya.yadavalli at gmail.com Mon Mar 9 02:52:18 2009 From: aditya.yadavalli at gmail.com (Yadavalli Aditya) Date: Mon, 9 Mar 2009 12:22:18 +0530 Subject: [rt-users] Email Attachment problem Message-ID: Hello Gurus, We have recently upgraded to RT 3.8.2. After the upgrade we are seeing issues with email attachements. Whenever we reply from RT attaching a file, we are seeing the attachment contents as the body of the reply email,also we are seeing body text coming as an attachment to the same email. Please let us know whether any of yoy has experienced this and already fixed the issue. Thanks, Aditya From Richard.Foley at rfi.net Mon Mar 9 03:58:56 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Mon, 9 Mar 2009 08:58:56 +0100 Subject: [rt-users] Shredder in 3.8.2 In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBEA@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FBEA@mail.sys.internal> Message-ID: <200903090858.57034.Richard.Foley@rfi.net> Hi Jim, "Shredder needs a directory to write dumps to. Please check that you have /usr/local/rt/var/data/RT-Shredder and it is writable by your web server." Looks to me as though that should work: # ps -ef | grep apache ... www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k # ls -lR /usr/local/rt/var/data: ... drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder 1. Have you restarted your apache? 2. Have you tried being pedantic and checking each and every directory above there too? ls -d /usr ls -d /usr/local ls -d /usr/local/rt ls -d /usr/local/rt/var ls -d /usr/local/rt/var/data ls -d /usr/local/rt/var/data/RT_Shredder -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Sunday 08 March 2009 18:54:52 Jim Tambling wrote: > Hi again, > > > greyarea jim # ls -lR /usr/local/rt/var/data > /usr/local/rt/var/data: > total 4 > drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder > > /usr/local/rt/var/data/RT_Shredder: > total 0 > > > Thanks, Jim > > -----Original Message----- > From: Richard Foley [mailto:Richard.Foley at rfi.net] > Sent: 07 March 2009 08:44 > To: rt-users at bestpractical.com > Cc: Jim Tambling; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Shredder in 3.8.2 > > > It might help to use a couple of different commands, please try these > two: > > groups www-data > > ls -lR /usr/local/rt/var/data > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > On Friday 06 March 2009 17:46:50 Jim Tambling wrote: > > Hi, > > > > greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ > > total 0 > > greyarea jim # ps -ef | grep apache2 > > root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k > > start > > root 3898 11198 0 13:57 pts/7 00:00:00 tail -f > > /var/log/apache2/error.log > > root 5862 32163 0 12:36 pts/1 00:00:00 tail -f > > /var/log/apache2/error.log > > root 18192 935 0 14:33 pts/4 00:00:00 tail -F > > /var/log/apache2/error.log > > www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > > start > > www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k > > start > > www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k > > start > > www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > > start > > www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > > start > > www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k > > start > > www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > > start > > www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k > > start > > www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > > start > > root 31666 984 0 16:42 pts/2 00:00:00 grep apache2 > > > > -----Original Message----- > > From: Richard Foley [mailto:Richard.Foley at rfi.net] > > Sent: 06 March 2009 13:24 > > To: Jim Tambling > > Cc: rt-users at lists.bestpractical.com; rt-users at bestpractical.com > > Subject: Re: [rt-users] Shredder in 3.8.2 > > > > > > On Friday 06 March 2009 14:04:17 Jim Tambling wrote: > > > Hi > > > > > > I am trying to get shredder working, I have created the directory > > > and > > > made it writable by www-data but I still get an error; > > > > > > "Shredder needs a directory to write dumps to. Please check that you > > > have class="file-path">/usr/local/rt/var/data/RT-Shredder > > > and it is writable by your web server." > > > > > > Am I missing something? > > > > > Maybe www-data is the wrong user/group - please post the result of: > > > > ls -l /usr/local/rt/var/data/RT-Shredder > > > > and (for apache or httpd): > > > > ps -ef | grep httpd > > > > and the results of running the "groups" command against the RT "user", > > something _like_ this might do it: > > > > groups rtuser > > > > -- > > Richard Foley > > Ciao - shorter than aufwiedersehen > > > > http://www.rfi.net/ > > > > No virus found in this incoming message. > > Checked by AVG - www.avg.com > > Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: > > 03/06/09 07:20:00 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Richard.Foley at rfi.net Mon Mar 9 03:58:56 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Mon, 9 Mar 2009 08:58:56 +0100 Subject: [rt-users] Shredder in 3.8.2 In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FBEA@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE070133FBEA@mail.sys.internal> Message-ID: <200903090858.57034.Richard.Foley@rfi.net> Hi Jim, "Shredder needs a directory to write dumps to. Please check that you have /usr/local/rt/var/data/RT-Shredder and it is writable by your web server." Looks to me as though that should work: # ps -ef | grep apache ... www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k # ls -lR /usr/local/rt/var/data: ... drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder 1. Have you restarted your apache? 2. Have you tried being pedantic and checking each and every directory above there too? ls -d /usr ls -d /usr/local ls -d /usr/local/rt ls -d /usr/local/rt/var ls -d /usr/local/rt/var/data ls -d /usr/local/rt/var/data/RT_Shredder -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Sunday 08 March 2009 18:54:52 Jim Tambling wrote: > Hi again, > > > greyarea jim # ls -lR /usr/local/rt/var/data > /usr/local/rt/var/data: > total 4 > drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder > > /usr/local/rt/var/data/RT_Shredder: > total 0 > > > Thanks, Jim > > -----Original Message----- > From: Richard Foley [mailto:Richard.Foley at rfi.net] > Sent: 07 March 2009 08:44 > To: rt-users at bestpractical.com > Cc: Jim Tambling; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Shredder in 3.8.2 > > > It might help to use a couple of different commands, please try these > two: > > groups www-data > > ls -lR /usr/local/rt/var/data > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > On Friday 06 March 2009 17:46:50 Jim Tambling wrote: > > Hi, > > > > greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ > > total 0 > > greyarea jim # ps -ef | grep apache2 > > root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k > > start > > root 3898 11198 0 13:57 pts/7 00:00:00 tail -f > > /var/log/apache2/error.log > > root 5862 32163 0 12:36 pts/1 00:00:00 tail -f > > /var/log/apache2/error.log > > root 18192 935 0 14:33 pts/4 00:00:00 tail -F > > /var/log/apache2/error.log > > www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > > start > > www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k > > start > > www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k > > start > > www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > > start > > www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > > start > > www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k > > start > > www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > > start > > www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k > > start > > www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > > start > > root 31666 984 0 16:42 pts/2 00:00:00 grep apache2 > > > > -----Original Message----- > > From: Richard Foley [mailto:Richard.Foley at rfi.net] > > Sent: 06 March 2009 13:24 > > To: Jim Tambling > > Cc: rt-users at lists.bestpractical.com; rt-users at bestpractical.com > > Subject: Re: [rt-users] Shredder in 3.8.2 > > > > > > On Friday 06 March 2009 14:04:17 Jim Tambling wrote: > > > Hi > > > > > > I am trying to get shredder working, I have created the directory > > > and > > > made it writable by www-data but I still get an error; > > > > > > "Shredder needs a directory to write dumps to. Please check that you > > > have class="file-path">/usr/local/rt/var/data/RT-Shredder > > > and it is writable by your web server." > > > > > > Am I missing something? > > > > > Maybe www-data is the wrong user/group - please post the result of: > > > > ls -l /usr/local/rt/var/data/RT-Shredder > > > > and (for apache or httpd): > > > > ps -ef | grep httpd > > > > and the results of running the "groups" command against the RT "user", > > something _like_ this might do it: > > > > groups rtuser > > > > -- > > Richard Foley > > Ciao - shorter than aufwiedersehen > > > > http://www.rfi.net/ > > > > No virus found in this incoming message. > > Checked by AVG - www.avg.com > > Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: > > 03/06/09 07:20:00 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From torsten.brumm at Kuehne-Nagel.com Mon Mar 9 04:50:24 2009 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 9 Mar 2009 09:50:24 +0100 Subject: [rt-users] RT-3.6.5 - Strange Display Problem In-Reply-To: <200903090858.57034.Richard.Foley@rfi.net> References: <72D9E13A8FC8994794D448E91198AE070133FBEA@mail.sys.internal> <200903090858.57034.Richard.Foley@rfi.net> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401DF71FC@w3hamboex11.ger.win.int.kn> Dear RT Users, during the last time more and more users told me about a strange problem with our Setup - in short: depending on the connected Webserver, they cannot see all Queues! Setup: 1 x Database ( MySQL 5.0.67 ) 2 x Webserver ( Apache, FastCGI ) Server 2 is a clone/copy of Server 1 2 x Loadbalancer This Setup is running since several years, the only change was the Loadbalancer in front (before we did it with DND Round Robin). Since some weeks we covered the problem on WebServer 2 (the clone of Server 1). If a user is connected to this server and if the users has changed his view for Quicksearch (e.g. disabled some queues) he is not able to see all of the enabled queues! If the same user is moved to the First Server, the displayed view is ok. If the user on Server 2 is deaktivating and reactivating the queues for Quicksearch it is running fine again...for a while. Any ideas where to start debugging? I've compared both servers (intalled RPM, installed CPAN Modules and the whole RT directory byte by byte) and only some differences found in hostsnames and IP Settings (which i expected) At this moment i have really no idea where to start! Any help is appreciated. Thanks Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne From alexyoung at scoutsolutions.co.uk Mon Mar 9 05:24:30 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Mon, 9 Mar 2009 09:24:30 -0000 Subject: [rt-users] Email Attachment problem In-Reply-To: References: Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64DB60FF@s-wor-e-001.SCOUTSOFFICE.local> Yes, I have seen this. I emailed the list last month about it. http://www.gossamer-threads.com/lists/rt/users/83156 It only happens when the WYSIWYG editor is enabled. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yadavalli Aditya Sent: 09 March 2009 06:52 To: rt-users at lists.bestpractical.com Subject: [rt-users] Email Attachment problem Hello Gurus, We have recently upgraded to RT 3.8.2. After the upgrade we are seeing issues with email attachements. Whenever we reply from RT attaching a file, we are seeing the attachment contents as the body of the reply email,also we are seeing body text coming as an attachment to the same email. Please let us know whether any of yoy has experienced this and already fixed the issue. Thanks, Aditya _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 thys.kitshoff at rocketseed.com Mon Mar 9 07:06:05 2009 From: thys.kitshoff at rocketseed.com (b-boy) Date: Mon, 9 Mar 2009 04:06:05 -0700 (PDT) Subject: [rt-users] http-datacollection-config.xml regex Message-ID: <22411055.post@talk.nabble.com> Hi all I have setup the http data collection but it?s not adding any data to my /share/rrd/snmp/ folder , I have a feeling I screwed something up with my regex statement, could someone please have a look at it and point me in the right direction? The page I?m pulling the data from looks like this 1199344091,1195804426,0.21,0.13,0.05,1982798,1380132,3965678,2910720,61319248,54165068,0,4,25,1,0,548,5.0.7 Raw file 1199344091,1195804426,0.21,0.13,0.05,1982798,1380132,3965678,2910720,61319248,54165068,0,4,25,1,0,548,5.0.7 And this is my collector configuration RRA:AVERAGE:0.5:1:8928 RRA:AVERAGE:0.5:12:8784 RRA:MIN:0.5:12:8784 RRA:MAX:0.5:12:8784 *([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*)"**" response-range="100-399" > -- View this message in context: http://www.nabble.com/http-datacollection-config.xml-regex-tp22411055p22411055.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From thys.kitshoff at rocketseed.com Mon Mar 9 07:08:23 2009 From: thys.kitshoff at rocketseed.com (b-boy) Date: Mon, 9 Mar 2009 04:08:23 -0700 (PDT) Subject: [rt-users] http-datacollection-config.xml regex In-Reply-To: <22411055.post@talk.nabble.com> References: <22411055.post@talk.nabble.com> Message-ID: <22411088.post@talk.nabble.com> OOPS !!! Sorry, I posted in the wrong place please ignore my mail b-boy wrote: > > Hi all > > I have setup the http data collection but it?s not adding any data to my > /share/rrd/snmp/ folder , I have a feeling I screwed something up with my > regex statement, could someone please have a look at it and point me in > the right direction? > > The page I?m pulling the data from looks like this > > 1199344091,1195804426,0.21,0.13,0.05,1982798,1380132,3965678,2910720,61319248,54165068,0,4,25,1,0,548,5.0.7 > > > Raw file > 1199344091,1195804426,0.21,0.13,0.05,1982798,1380132,3965678,2910720,61319248,54165068,0,4,25,1,0,548,5.0.7 > > > And this is my collector configuration > > > > xmlns:http-dc="http://xmlns.opennms.org/xsd/config/http-datacollection" > xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" > > xsi:schemaLocation="http://xmlns.opennms.org/xsd/config/http-datacollection > http://www.opennms.org/xsd/config/http-datacollection-config.xsd" > rrdRepository="/usr/opennms/share/rrd/snmp/" > > > > > RRA:AVERAGE:0.5:1:8928 > RRA:AVERAGE:0.5:12:8784 > RRA:MIN:0.5:12:8784 > RRA:MAX:0.5:12:8784 > > > > > matches="matches="*([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*)"**" > response-range="100-399" > > > > > > > > > > > > > > > > > > > > > > > > > > > -- View this message in context: http://www.nabble.com/http-datacollection-config.xml-regex-tp22411055p22411088.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From filipe at sapia.uminho.pt Mon Mar 9 07:53:50 2009 From: filipe at sapia.uminho.pt (=?iso-8859-1?Q?Filipe_Jos=E9_Silva_Clemente?=) Date: Mon, 9 Mar 2009 11:53:50 -0000 Subject: [rt-users] colorize status In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64D6019A@s-wor-e-001.SCOUTSOFFICE.local> References: <4992C4110200003E00004F34@mail.finleysd.org><200902261354.54573.Richard.Foley@rfi.net><3CE7D8D453B27148BBCA0B2063B11E64D6018A@s-wor-e-001.SCOUTSOFFICE.local><200902261456.07982.Richard.Foley@rfi.net> <3CE7D8D453B27148BBCA0B2063B11E64D6019A@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <2631CB50A94F5A4998D56D158D071D6B01A2EF0F@BEFUNCIONARIOS.uminho.pt> Hi, Is it possible to change the subject color too? If we have a ticket with a reply the color of the status column changes but I want the subject column also changes to the same color. Is this possible? TIA, Filipe Clemente Portugal -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Young Sent: quinta-feira, 26 de Fevereiro de 2009 14:04 To: Richard.Foley at rfi.net Cc: Daniel Cook; rt-users at lists.bestpractical.com Subject: Re: [rt-users] colorize status I have attached the exact files I am using for you to try. If you have cleared the mason cache and restarted Apache i dont know what else to suggest. I have noticed that RT doesnt reload .css files unless its had an apache restart, rather than reload. Also make sure you clear your browser cache. -----Original Message----- From: Richard Foley [mailto:Richard.Foley at rfi.net] Sent: 26 February 2009 13:56 To: Alex Young Cc: rt-users at lists.bestpractical.com; Daniel Cook Subject: Re: [rt-users] colorize status On Thursday 26 February 2009 14:22:56 Alex Young wrote: > Hi Alex, Thanks for that, that seems very close to what I had apart from the duplicates, it's identical now, so there must be something else dozy going on. The css file is not picked up, and all my statuses continue to remain black. I might give up for the moment and come back to this later, when someone _really_ wants it... Just FYI and for reference, here's my current dir structure. /opt/rt3/local/html # tree Callbacks NoAuth Callbacks `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | `-- ColumnMap `-- NoAuth `-- css `-- web2 `-- main.css `-- End NoAuth `-- css `-- web2 `-- statuscolor.css -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ > This is what I have: > > /opt/rt3/local/html# tree Callbacks/ NoAuth/ Callbacks/ > `-- MyCallbacks > |-- Elements > | `-- RT__Ticket > | `-- ColumnMap > | |-- ColumnMap > `-- NoAuth > `-- css > `-- web2 > `-- main.css > `-- End > NoAuth/ > `-- css > `-- web2 > `-- statuscolor.css > > > -----Original Message----- > From: Richard Foley [mailto:Richard.Foley at rfi.net] > Sent: 26 February 2009 12:55 > To: Alex Young > Cc: rt-users at lists.bestpractical.com; Daniel Cook > Subject: Re: [rt-users] colorize status > > On Wednesday 25 February 2009 17:29:10 Alex Young wrote: > > You say your file is: > > > /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/Columnmap/ > > Columnmap > > > > That's wrong. Columnmap should me ColumnMap in both instances. > > > Hi Alex, > > Having fixed the beginners mistake, (whoops :-] and thanks), I still > have no joy. I must be doing something really daft. Perhaps I should > show the directory structure I have, and why (I find) the instructions > are confusing. Because the instructions refer to the 'directory just > created', I have placed the statuscolor.css file in both the web2/ > and the main.css/ directories, both under the > html/Callbacks/MyCallbacks tree and under the html/NoAuth tree, too (one > of these is clearly wrong). Please re-read the instructions to see > how this can be misinterpreted - I've appended these below for > reference. No doubt I'm reading this badly, but the end result is that > this > leaves me with the following structure: > > /opt/rt3/local/html # tree Callbacks/ NoAuth/ Callbacks/ > `-- MyCallbacks > |-- Elements > | `-- RT__Ticket > | `-- ColumnMap > | `-- ColumnMap > `-- NoAuth > `-- css > `-- web2 > |-- main.css > | |-- End > | `-- statuscolor.css > `-- statuscolor.css > NoAuth/ > `-- css > `-- web2 > |-- main.css > | |-- End > | `-- statuscolor.css > `-- statuscolor.css > > Yes, I'm using the web2 theme and I've cleaned out the mason templates > and restarted apache2, too, to no effect. > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > > * Create the directory: > /local/html/Callbacks//NoAuth/css/web2 > /main.css > * Create the file: > /local/html/Callbacks//NoAuth/css/web2 > /main.css/End > > And in that file, put: > > @import "statuscolor.css"; > > * In the directory just created > '/local/html/NoAuth/css/web2' you will need to create > a new file. > * Name the file statuscolor.css and place the following content in > it. > ... > From Albert.Shih at obspm.fr Mon Mar 9 09:48:07 2009 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 9 Mar 2009 14:48:07 +0100 Subject: [rt-users] start from today Message-ID: <20090309134807.GY69732@obspm.fr> Hi all Sometime I created some ticket with Start in the futur. And I would like to make ?My Ticket? don't show me those tickets until the starting date. How can I make search with Start > ?today? in ?My_ticket? search ? Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Lun 9 mar 2009 14:46:23 CET From Albert.Shih at obspm.fr Mon Mar 9 09:58:56 2009 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 9 Mar 2009 14:58:56 +0100 Subject: [rt-users] start from today In-Reply-To: <20090309134807.GY69732@obspm.fr> References: <20090309134807.GY69732@obspm.fr> Message-ID: <20090309135856.GA72351@obspm.fr> Le 09/03/2009 ? 14:48:07+0100, Albert Shih a ?crit > Hi all > > Sometime I created some ticket with Start in the futur. And I would like to > make ?My Ticket? don't show me those tickets until the starting date. > > How can I make search with > > Start > ?today? > > in ?My_ticket? search ? I find the solution ..... start < 'today' sorry to bothering this mailing list for something so easy. Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Lun 9 mar 2009 14:58:10 CET From filipe at sapia.uminho.pt Mon Mar 9 10:56:44 2009 From: filipe at sapia.uminho.pt (=?utf-8?B?RmlsaXBlIEpvc8OpIFNpbHZhIENsZW1lbnRl?=) Date: Mon, 9 Mar 2009 14:56:44 -0000 Subject: [rt-users] colorize status References: <4992C4110200003E00004F34@mail.finleysd.org><200902261354.54573.Richard.Foley@rfi.net><3CE7D8D453B27148BBCA0B2063B11E64D6018A@s-wor-e-001.SCOUTSOFFICE.local><200902261456.07982.Richard.Foley@rfi.net> <3CE7D8D453B27148BBCA0B2063B11E64D6019A@s-wor-e-001.SCOUTSOFFICE.local> <2631CB50A94F5A4998D56D158D071D6B01A2EF0F@BEFUNCIONARIOS.uminho.pt> <49B4C95E.4198.003E.0@finleysd.org> Message-ID: <2631CB50A94F5A4998D56D158D071D6B01A2EF1A@BEFUNCIONARIOS.uminho.pt> Yes, I mean the background for that cell -----Original Message----- From: Filipe Jos? Silva Clemente Sent: segunda-feira, 9 de Mar?o de 2009 14:54 To: 'Daniel Cook' Subject: RE: [rt-users] colorize status Yes, i mean the background for that cell. -----Original Message----- From: Daniel Cook [mailto:dcook at finleysd.org] Sent: segunda-feira, 9 de Mar?o de 2009 14:47 To: Filipe Jos? Silva Clemente Subject: RE: [rt-users] colorize status by subject column do you mean the background for that cell color? >>> Filipe Jos? Silva Clemente 3/9/2009 4:53 AM >>> Hi, Is it possible to change the subject color too? If we have a ticket with a reply the color of the status column changes but I want the subject column also changes to the same color. Is this possible? TIA, Filipe Clemente Portugal -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Young Sent: quinta-feira, 26 de Fevereiro de 2009 14:04 To: Richard.Foley at rfi.net Cc: Daniel Cook; rt-users at lists.bestpractical.com Subject: Re: [rt-users] colorize status I have attached the exact files I am using for you to try. If you have cleared the mason cache and restarted Apache i dont know what else to suggest. I have noticed that RT doesnt reload .css files unless its had an apache restart, rather than reload. Also make sure you clear your browser cache. -----Original Message----- From: Richard Foley [mailto:Richard.Foley at rfi.net] Sent: 26 February 2009 13:56 To: Alex Young Cc: rt-users at lists.bestpractical.com; Daniel Cook Subject: Re: [rt-users] colorize status On Thursday 26 February 2009 14:22:56 Alex Young wrote: > Hi Alex, Thanks for that, that seems very close to what I had apart from the duplicates, it's identical now, so there must be something else dozy going on. The css file is not picked up, and all my statuses continue to remain black. I might give up for the moment and come back to this later, when someone _really_ wants it... Just FYI and for reference, here's my current dir structure. /opt/rt3/local/html # tree Callbacks NoAuth Callbacks `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | `-- ColumnMap `-- NoAuth `-- css `-- web2 `-- main.css `-- End NoAuth `-- css `-- web2 `-- statuscolor.css -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ > This is what I have: > > /opt/rt3/local/html# tree Callbacks/ NoAuth/ Callbacks/ > `-- MyCallbacks > |-- Elements > | `-- RT__Ticket > | `-- ColumnMap > | |-- ColumnMap > `-- NoAuth > `-- css > `-- web2 > `-- main.css > `-- End > NoAuth/ > `-- css > `-- web2 > `-- statuscolor.css > > > -----Original Message----- > From: Richard Foley [mailto:Richard.Foley at rfi.net] > Sent: 26 February 2009 12:55 > To: Alex Young > Cc: rt-users at lists.bestpractical.com; Daniel Cook > Subject: Re: [rt-users] colorize status > > On Wednesday 25 February 2009 17:29:10 Alex Young wrote: > > You say your file is: > > > /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/Columnmap/ > > Columnmap > > > > That's wrong. Columnmap should me ColumnMap in both instances. > > > Hi Alex, > > Having fixed the beginners mistake, (whoops :-] and thanks), I still > have no joy. I must be doing something really daft. Perhaps I should > show the directory structure I have, and why (I find) the instructions > are confusing. Because the instructions refer to the 'directory just > created', I have placed the statuscolor.css file in both the web2/ > and the main.css/ directories, both under the > html/Callbacks/MyCallbacks tree and under the html/NoAuth tree, too (one > of these is clearly wrong). Please re-read the instructions to see > how this can be misinterpreted - I've appended these below for > reference. No doubt I'm reading this badly, but the end result is that > this > leaves me with the following structure: > > /opt/rt3/local/html # tree Callbacks/ NoAuth/ Callbacks/ > `-- MyCallbacks > |-- Elements > | `-- RT__Ticket > | `-- ColumnMap > | `-- ColumnMap > `-- NoAuth > `-- css > `-- web2 > |-- main.css > | |-- End > | `-- statuscolor.css > `-- statuscolor.css > NoAuth/ > `-- css > `-- web2 > |-- main.css > | |-- End > | `-- statuscolor.css > `-- statuscolor.css > > Yes, I'm using the web2 theme and I've cleaned out the mason templates > and restarted apache2, too, to no effect. > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > > * Create the directory: > /local/html/Callbacks//NoAuth/css/web2 > /main.css > * Create the file: > /local/html/Callbacks//NoAuth/css/web2 > /main.css/End > > And in that file, put: > > @import "statuscolor.css"; > > * In the directory just created > '/local/html/NoAuth/css/web2' you will need to create > a new file. > * Name the file statuscolor.css and place the following content in > it. > ... > From Joel.Schuweiler at schmoozecom.com Mon Mar 9 11:56:56 2009 From: Joel.Schuweiler at schmoozecom.com (Joel Schuweiler) Date: Mon, 9 Mar 2009 10:56:56 -0500 Subject: [rt-users] time worked in a given time range Message-ID: <04F770AE4B9BEC4FBDF9C306CFF44F27754D574D85@schmoozecom1.schmooze.schmoozecom.com> I want to report on time worked in a given time range. Think billing out for time spent working on tickets. I've got a saved search in the dashboard, and I added the time worked query. However I can't seem to find a way to have the query update with the time that the dashboard interval is on. Does anyone know how to do this? Or achieve this report with another method? -Joel -------------- next part -------------- An HTML attachment was scrubbed... URL: From eliezer.chavez at gmail.com Mon Mar 9 14:56:56 2009 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Mon, 9 Mar 2009 14:26:56 -0430 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> <49AE80F4.9080606@jennic.com> <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> Message-ID: <66d635aa0903091156y5a8307c2rf0db2f305a3f7157@mail.gmail.com> # # External Authentication Configuration Set(@Plugins , qw(RT::Authen::ExternalAuth) ); Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); Set($ExternalAuthPriority , [ 'My_LDAP' ] ); Set($ExternalInfoPriority , [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS , 0); Set($AutoCreateNonExternalUsers , 0); Set($ExternalSettings , { 'My_LDAP' => { 'type' => 'ldap', 'server' => '161.196.64.3', 'user' => 'CANTV\gepror', 'pass' => 'Capital02', 'base' => 'DC=cantv,DC=com,DC=ve', 'filter' => '(objectClass=person)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.1781)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'group' => '', 'group_attr' => '', 'attr_match_list' => [ 'Name', 'EmailAddress'], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail' } } }); -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez From eliezer.chavez at gmail.com Mon Mar 9 14:58:04 2009 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Mon, 9 Mar 2009 14:28:04 -0430 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <66d635aa0903091156y5a8307c2rf0db2f305a3f7157@mail.gmail.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> <49AE80F4.9080606@jennic.com> <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> <66d635aa0903091156y5a8307c2rf0db2f305a3f7157@mail.gmail.com> Message-ID: <66d635aa0903091158i8d098e7na09a2b8f635b0b46@mail.gmail.com> Sorry... This is my RT-Authen-ExternalAuth configuration in RT_SiteConfig.pm, i just wondering if you take a look and tell me if something is wrong... regards! On Mon, Mar 9, 2009 at 2:26 PM, Eliezer E Ch?vez wrote: > # > # External Authentication Configuration > > Set(@Plugins , ? ? ? ? ? ? ? ? ? ? ? ? ?qw(RT::Authen::ExternalAuth) ); > Set($WebExternalAuth , ? ? ? ? ? ? ? ? ?'1'); > Set($WebFallbackToInternalAuth , ? ? ? ?'1'); > Set($WebExternalGecos , ? ? ? ? ? ? ? ? undef); > Set($WebExternalAuto , ? ? ? ? ? ? ? ? ?'1'); > Set($ExternalAuthPriority , ? ? ? ? ? ? [ 'My_LDAP' ] ); > Set($ExternalInfoPriority , ? ? ? ? ? ? [ 'My_LDAP' ] ); > Set($ExternalServiceUsesSSLorTLS , ? ? ?0); > Set($AutoCreateNonExternalUsers , ? ? ? 0); > Set($ExternalSettings , ? ? ? ? ? ? ? ? { > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'My_LDAP' => ?{ > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'type' > ?=> 'ldap', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'server' > ?=> ?'161.196.64.3', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'user' > ?=> ?'CANTV\gepror', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'pass' > ?=> ?'Capital02', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'base' > ?=> ?'DC=cantv,DC=com,DC=ve', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'filter' > ?=> ?'(objectClass=person)', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'d_filter' > ?=> ?'(userAccountControl:1.2.840.113556.1.4.1781)', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'tls' ? ? ? ? ? ? ? ? ? => ?0, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'ssl_version' ? ? ? ? ? => ?3, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'net_ldap_args' > ?=> [ version => 3 ], > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'group' ? ? ? ? ? ? ? ? => ?'', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'group_attr' ? ? ? ? ? ?=> ?'', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'attr_match_list' > ?=> [ 'Name', > > ? ? ?'EmailAddress'], > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?'attr_map' > ?=> { 'Name' => 'sAMAccountName', > > ? ? ?'EmailAddress' => 'mail' } > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?} > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?}); > > -- > Eliezer E Ch?vez > +58-416-6125676 > eliezer.chavez at gmail.com >>>http://www.bumeran.com.ve/cv/eliezer-chavez > -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez From c_apotla at qualcomm.com Mon Mar 9 15:31:00 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Mon, 9 Mar 2009 12:31:00 -0700 Subject: [rt-users] Scrip and custom field Help In-Reply-To: References: <49AFF9F9.30405@eaglehawkonline.com> , <49B0360C.6000306@eaglehawkonline.com> , <49B53B37.6080102@eaglehawkonline.com> , <49B5491A.4090209@eaglehawkonline.com>, Message-ID: Hi, Try this in the prep code and test it out : my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $queue = RT::Queue->new($RT::SystemUser); my $OCFvs = new RT::ObjectCustomFieldValues($RT::SystemUser); my $createrObj = RT::User->new($RT::SystemUser); $createrObj = $self->TransactionObj->CreatorObj; my $cf_name = "ticketstatus"; my $cf_value = "Closed [Orbit]"; $queue->Load($self->TicketObj->QueueObj->Name); $OCFvs->LimitToObject($self->TicketObj); while (my $OCFv = $OCFvs->Next()) { $cf_obj = $OCFv->CustomFieldObj; if (lc $cf_obj->Name eq $cf_name) { if ($self->TicketObj->Status eq 'resolved' and $queue->HasRight(Right => 'ModifyTicket',Principal => $createrObj)) { $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0) if ($OCFv->Content eq 'Created [Orbit]' or $OCFv->Content eq 'Updated [Orbit]') ; } } } return 1; -Ashish ________________________________________ From: Chris Newcomb [chris at eaglehawkonline.com] Sent: Monday, March 09, 2009 10:21 PM To: Potla, Ashish Bassaliel Subject: Re: [rt-users] Scrip and custom field Help Correct, On resolving if TicketStatus == Created[orbit] or Updated[Orbit] change set TicketStatus = Closed [Orbit] -- Regards Chris Newcomb Potla, Ashish Bassaliel wrote: > So the jist is On resolving , > if TicketStatus == Created[orbit] or Updated[Orbit] , the value of TicketStatus should be set to Closed [Orbit] > > For anyother value of TicketStatus the value should be unchanged. > > Am I getting this right? > > -Ashish > ________________________________________ > From: Chris Newcomb [chris at eaglehawkonline.com] > Sent: Monday, March 09, 2009 9:22 PM > To: Potla, Ashish Bassaliel > Subject: Re: [rt-users] Scrip and custom field Help > > In this CF there are the following values: > > Created [Orbit] - if this status when resolved needs to be Closed [Orbit]. > Updated [Orbit] - if this status when resolved needs it needs to be > Closed [Orbit]. > Closed [Orbit] > Non-Compliance [email] - never touches Created [Orbit] and never needs > to be Closed [Orbit] > Retraction [email] - never touches Created [Orbit] and never needs to be > Closed [Orbit] > non-network [email] - never touches Created [Orbit] and never needs to > be Closed [Orbit] > > (I didn't setup this installation of rt) > -- > Regards, > Chris Newcomb > > > Potla, Ashish Bassaliel wrote: > >> I am a bit confused here. Let me see if I got this correct : >> >> On resolve, you want to set the custom field 'TicketStatus' to 'Closed[Orbit]' .. correct? In that case the scrip I gave should be sufficient. Why do the other states of the CF come into picture? >> >> -Ashish >> ________________________________________ >> From: Chris Newcomb [chris at eaglehawkonline.com] >> Sent: Friday, March 06, 2009 1:59 AM >> To: Potla, Ashish Bassaliel >> Subject: Re: [rt-users] Scrip and custom field Help >> >> Thanks for your help. I didn't think about the condition needing to >> check if it was on resolve and the ticket status is either Created >> [Orbit] or Updated [Orbit]. Any suggestions on what to try here? >> >> -- >> Regards >> Chris >> >> Potla, Ashish Bassaliel wrote: >> >> >>> Hi Chris, >>> Try this: >>> >>> Condition : On resolve >>> >>> Custom Action Preparation 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 = "TicketStatus"; >>> my $cf_value = "Closed [Orbit]"; >>> >>> $cf_obj->LoadByName(Name=>$cf_name); >>> $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n"); >>> $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, >>> RecordTransaction=>0); >>> return 1; >>> >>> Custom cleanup code : >>> return 1; >>> >>> -Ashish >>> ________________________________________ >>> From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Newcomb [chris at eaglehawkonline.com] >>> Sent: Thursday, March 05, 2009 9:42 PM >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] Scrip and custom field Help >>> >>> I've googled and either my google fu is not working or I'm not finding >>> the correct answer, and I barely know perl. >>> >>> Using RT 3.8.1 on freebsd using mysql >>> >>> Condition: On Resolve >>> >>> Action: is where I need help. >>> >>> I have a custom field named TicketStatus. I want to on resolve set the >>> custom field to be "Closed [Orbit]", usually the ticket status is either >>> Created [Orbit] or Updated [Orbit]. >>> >>> any pointers that you can give me would be great, either by telling me >>> what to search for or giving me an idea of what to use to get the action >>> done. >>> >>> -- >>> Thanks in advance >>> Chris Newcomb >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> >>> >> >> > > > From SHersker at TNGUS.com Mon Mar 9 15:18:53 2009 From: SHersker at TNGUS.com (Hersker, Steve) Date: Mon, 9 Mar 2009 15:18:53 -0400 Subject: [rt-users] Add/modify Username Format options? Message-ID: <6121AA6BB73240469A640C3E46C1070B0DB5FB@TNG-MAIL02.tngus.com> In our environment, we have users spread over 50 locations. To make it easier for the engineers, in our current 3.6.3 environment, I made a local copy of ShowUserEntry that changed: <%$User->Name%> % if ($User->EmailAddress && $User->EmailAddress ne $User->Name) {<<%$User->EmailAddress%>> to be: <%$User->RealName%> % if ($User->EmailAddress && $User->EmailAddress ne $User->Name) {<<%$User->Organization%>> so that the Ticket meta data it would show "Last, First " (saving us from having to memorize everyone's first name and their location). I'm testing 3.8.2 now and see that there's now a preference per-user regarding displaying the Username Format. The only choices are "Short Names" or "Name and Email Address". The code providing the per-user preference setting of how to display user names completely eclipses my rudimentary perl skills. Can anyone point me in the right direction on how to add my own format selections to this preference? (I'd like to add "Short Name and Organization".) Thx Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Mon Mar 9 16:09:04 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 09 Mar 2009 20:09:04 +0000 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <66d635aa0903091158i8d098e7na09a2b8f635b0b46@mail.gmail.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> <49AE80F4.9080606@jennic.com> <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> <66d635aa0903091156y5a8307c2rf0db2f305a3f7157@mail.gmail.com> <66d635aa0903091158i8d098e7na09a2b8f635b0b46@mail.gmail.com> Message-ID: <49B57760.4050502@jennic.com> Eliezer E Ch?vez wrote: > Sorry... > > This is my RT-Authen-ExternalAuth configuration in RT_SiteConfig.pm, i > just wondering if you take a look and tell me if something is wrong... > Delete the above. >> Set($WebExternalAuth , '1'); >> Set($WebFallbackToInternalAuth , '1'); >> Set($WebExternalGecos , undef); >> Set($WebExternalAuto , '1'); Delete or comment out: >> 'ssl_version' => 3, Delete or comment out: >> 'group' => '', >> 'group_attr' => '', Other than that, without knowing the problem and seeing debug logs I can't help you further. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From mike.peachey at jennic.com Mon Mar 9 16:10:25 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 09 Mar 2009 20:10:25 +0000 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <49B57760.4050502@jennic.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> <49AE80F4.9080606@jennic.com> <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> <66d635aa0903091156y5a8307c2rf0db2f305a3f7157@mail.gmail.com> <66d635aa0903091158i8d098e7na09a2b8f635b0b46@mail.gmail.com> <49B57760.4050502@jennic.com> Message-ID: <49B577B1.8050609@jennic.com> Mike Peachey wrote: > Delete the above. I meant below. -- 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 james.faulkner at yale.edu Mon Mar 9 16:49:26 2009 From: james.faulkner at yale.edu (Jim Faulkner) Date: Mon, 9 Mar 2009 16:49:26 -0400 (EDT) Subject: [rt-users] 3.8.2 cosmetic issue: gap at bottom of "ticket metadata" Message-ID: At the bottom of the "ticket metadata" box there is a rather large empty space. As you can see from this screenshot, there are several millimeters of space between the bottom of the "People" sub-box of "Ticket metadata" and the bottom of the "Ticket metadata" box itself: http://zoo.cs.yale.edu/jim/rt-metadata.jpg I would like to compress this gap to 1 or 2 millimeters at most. I know this is probably a CSS change, but I haven't been able to figure out exactly what needs changing. How to I shrink this gap? From ekoons at sectv.com Mon Mar 9 17:56:35 2009 From: ekoons at sectv.com (Eric Koons) Date: Mon, 9 Mar 2009 17:56:35 -0400 Subject: [rt-users] Email CC Contacts on Reply Message-ID: <50F8AFFB-6E24-4460-B368-D9F61C2E37BF@sectv.com> I apologize if this seems like a simple question, I'm relatively new to Request Tracker and have search the web for a resolution, but have not had any success and I'd like to consider myself somewhat intelligent. How can I get RT to email the CC contacts on reply, either by a reply via email or the web interface. It emails out any users/groups listed as Queue Watchers. But when I manually add a group to CC for that particular ticket it will not email that group when someone replies to the ticket. I thought a simple scrip consisting of on correspond email CC. And this is not an email bouncing/denying issue. RT does not even attempt to send to this group. Any help is appreciated and hopefully my description of the problem is adequate. Eric Eric Koons CCNA Service Electric Cable TV and Communications ekoons at sectv.com Office: 610-841-8355 Mobile: 484-241-6837 -------------- next part -------------- An HTML attachment was scrubbed... URL: From eliezer.chavez at gmail.com Mon Mar 9 20:27:37 2009 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Mon, 9 Mar 2009 19:57:37 -0430 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <49B577B1.8050609@jennic.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> <49AE80F4.9080606@jennic.com> <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> <66d635aa0903091156y5a8307c2rf0db2f305a3f7157@mail.gmail.com> <66d635aa0903091158i8d098e7na09a2b8f635b0b46@mail.gmail.com> <49B57760.4050502@jennic.com> <49B577B1.8050609@jennic.com> Message-ID: <66d635aa0903091727k125f0ad2nc4a234b7f6811a9b@mail.gmail.com> Mike: This is the debug log... [Tue Mar 10 00:24:18 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:18 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:19 2009] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Tue Mar 10 00:24:19 2009] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Mar 10 00:24:19 2009] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Tue Mar 10 00:24:19 2009] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Tue Mar 10 00:24:23 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:23 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:23 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:23 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:23 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:23 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:37 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:37 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:37 2009] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Tue Mar 10 00:24:38 2009] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Mar 10 00:24:38 2009] [debug]: Calling UserExists with $username (ynogue) and $service (My_LDAP) (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Tue Mar 10 00:24:38 2009] [debug]: UserExists params: username: ynogue , service: My_LDAP (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Tue Mar 10 00:24:38 2009] [debug]: LDAP Search === Base: dc=cantv,dc=com,dc=ve == Filter: (&(objectClass=person)(sAMAccountName=ynogue)) == Attrs: mail,sAMAccountName (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Tue Mar 10 00:24:38 2009] [debug]: Password validation required for service - Executing... (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) [Tue Mar 10 00:24:38 2009] [debug]: Trying external auth service: My_LDAP (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) [Tue Mar 10 00:24:38 2009] [debug]: LDAP Search === Base: dc=cantv,dc=com,dc=ve == Filter: (&(sAMAccountName=ynogue)(objectClass=person)) == Attrs: dn (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) [Tue Mar 10 00:24:38 2009] [debug]: Found LDAP DN: CN=Noguera Yuruadi,OU=Usuarios,OU=Avanzados,OU=Movilnet Users,OU=DATA,DC=cantv,DC=com,DC=ve (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) [Tue Mar 10 00:24:38 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): ynogue (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139) [Tue Mar 10 00:24:38 2009] [debug]: LDAP password validation result: 1 (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334) [Tue Mar 10 00:24:38 2009] [debug]: Password Validation Check Result: 1 (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) [Tue Mar 10 00:24:38 2009] [debug]: Authentication successful. Now updating user information and attempting login. (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179) [Tue Mar 10 00:24:38 2009] [debug]: UserExists params: username: ynogue , service: My_LDAP (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Tue Mar 10 00:24:38 2009] [debug]: LDAP Search === Base: dc=cantv,dc=com,dc=ve == Filter: (&(objectClass=person)(sAMAccountName=ynogue)) == Attrs: mail,sAMAccountName (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Tue Mar 10 00:24:38 2009] [debug]: UserExists params: username: ynogue , service: My_LDAP (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Tue Mar 10 00:24:38 2009] [debug]: LDAP Search === Base: dc=cantv,dc=com,dc=ve == Filter: (&(objectClass=person)(sAMAccountName=ynogue)) == Attrs: mail,sAMAccountName (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Tue Mar 10 00:24:44 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:44 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:44 2009] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) I put the RT_SiteConfig.pm as you told me And the message still is: Can't call method "as_string" on an undefined value at /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 398, line 514. THNX FOR THE HELP MATE!!!!!!!! :) Regards, On Mon, Mar 9, 2009 at 3:40 PM, Mike Peachey wrote: > Mike Peachey wrote: >> >> Delete the above. > > I meant below. > -- > 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 > __________________________________________________ > -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez From baralachala at gmail.com Mon Mar 9 22:56:39 2009 From: baralachala at gmail.com (Ritesh Sood) Date: Mon, 9 Mar 2009 19:56:39 -0700 Subject: [rt-users] Error: "User : Email address in use" Message-ID: <7BAA7B37-112C-408C-BE25-EFEA19073E6F@gmail.com> Hi all, I've been adding an managing users through RTs web interface without problem. These users have all had email ID's of the form .dept.univ.edu Recently, we've had to give RT access to personnel from central campus who have email ID's of the form .univ.edu. However, trying to add these users returns the following error: User : Email address in use I am running version 3.8.1 with mySQL DB backend. The following appears in my RT_SiteConfig.pm ------------------- start code ---------------------------------------------------------- Set($WebBaseURL , "https://rt3.dept.univ.edu"); Set($rtname , "dept.univ.edu"); Set($Organization , "dept.univ.edu"); ------------------- end code ---------------------------------------------------------- 1) In the file $RT3_INSTALL/lib/RT/User_Overlay.pm ------------------- start code ---------------------------------------------------------- #SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN if ($RT::SystemUser) { #This only works if RT::SystemUser has been defined my $TempUser = RT::User->new($RT::SystemUser); $TempUser->Load( $args{'Name'} ); return ( 0, $self->loc('Name in use') ) if ( $TempUser->Id ); return ( 0, $self->loc('Email address in use') ) unless ( $self- >ValidateEmailAddress( $args{'EmailAddress'} ) ); } else { $RT::Logger->warning( "$self couldn't check for pre- existing users"); } ------------------- end code ---------------------------------------------------------- and ------------------- start code -------------------------------------------------------- =head2 SetEmailAddress Check to make sure someone else isn't using this email address already so that a better email address can be returned =cut sub SetEmailAddress { my $self = shift; my $Value = shift; if ( $self->ValidateEmailAddress( $Value ) ) { return $self->_Set( Field => 'EmailAddress', Value => $Value ); } else { return ( 0, $self->loc('Email address in use') ) } } ------------------- end code ---------------------------------------------------------- Help much appreciated, Ritesh Sood. From aaron at guise.net.nz Mon Mar 9 23:45:05 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Tue, 10 Mar 2009 16:45:05 +1300 Subject: [rt-users] Error: "User : Email address in use" In-Reply-To: <7BAA7B37-112C-408C-BE25-EFEA19073E6F@gmail.com> References: <7BAA7B37-112C-408C-BE25-EFEA19073E6F@gmail.com> Message-ID: This happens on our site too. Ususally just means they have been auto created as a user on the RT instance when emailing through a request. In the Web Interface instead of creating a new user just search for their email address and update the existing user. *Regards,* *Aaron Guise 027 212 6638 aaron at guise.net.nz * On Tue, Mar 10, 2009 at 3:56 PM, Ritesh Sood wrote: > Hi all, > > I've been adding an managing users through RTs web interface without > problem. These users have all had email ID's > of the form .dept.univ.edu > > Recently, we've had to give RT access to personnel from central campus > who have email ID's of the form .univ.edu. However, trying > to add these users returns the following error: > User : Email address in use > > I am running version 3.8.1 with mySQL DB backend. The following > appears in my RT_SiteConfig.pm > ------------------- start code > ---------------------------------------------------------- > Set($WebBaseURL , "https://rt3.dept.univ.edu"); > Set($rtname , "dept.univ.edu"); > Set($Organization , "dept.univ.edu"); > ------------------- end code > ---------------------------------------------------------- > > > 1) In the file $RT3_INSTALL/lib/RT/User_Overlay.pm > ------------------- start code > ---------------------------------------------------------- > #SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN > if ($RT::SystemUser) { #This only works if RT::SystemUser has > been defined > my $TempUser = RT::User->new($RT::SystemUser); > $TempUser->Load( $args{'Name'} ); > return ( 0, $self->loc('Name in use') ) if ( $TempUser->Id ); > > return ( 0, $self->loc('Email address in use') ) > unless ( $self- > >ValidateEmailAddress( $args{'EmailAddress'} ) ); > } > else { > $RT::Logger->warning( "$self couldn't check for pre- > existing users"); > } > ------------------- end code > ---------------------------------------------------------- > and > ------------------- start code > -------------------------------------------------------- > =head2 SetEmailAddress > > Check to make sure someone else isn't using this email address > already > so that a better email address can be returned > > =cut > > sub SetEmailAddress { > my $self = shift; > my $Value = shift; > > if ( $self->ValidateEmailAddress( $Value ) ) { > return $self->_Set( Field => 'EmailAddress', Value => > $Value ); > } else { > return ( 0, $self->loc('Email address in use') ) > } > > } > ------------------- end code > ---------------------------------------------------------- > > Help much appreciated, > Ritesh Sood. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Tue Mar 10 05:33:02 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 10 Mar 2009 09:33:02 +0000 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <66d635aa0903091727k125f0ad2nc4a234b7f6811a9b@mail.gmail.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> <49AE80F4.9080606@jennic.com> <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> <66d635aa0903091156y5a8307c2rf0db2f305a3f7157@mail.gmail.com> <66d635aa0903091158i8d098e7na09a2b8f635b0b46@mail.gmail.com> <49B57760.4050502@jennic.com> <49B577B1.8050609@jennic.com> <66d635aa0903091727k125f0ad2nc4a234b7f6811a9b@mail.gmail.com> Message-ID: <49B633CE.7020507@jennic.com> Eliezer E Ch?vez wrote: > Mike: > > This is the debug log... Disable GraphViz and PGP. Your d_filter appears to be invalid, an "=" would be required somewhere. -- 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 eliezer.chavez at gmail.com Tue Mar 10 10:50:51 2009 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Tue, 10 Mar 2009 10:20:51 -0430 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <49B633CE.7020507@jennic.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> <49AE80F4.9080606@jennic.com> <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> <66d635aa0903091156y5a8307c2rf0db2f305a3f7157@mail.gmail.com> <66d635aa0903091158i8d098e7na09a2b8f635b0b46@mail.gmail.com> <49B57760.4050502@jennic.com> <49B577B1.8050609@jennic.com> <66d635aa0903091727k125f0ad2nc4a234b7f6811a9b@mail.gmail.com> <49B633CE.7020507@jennic.com> Message-ID: <66d635aa0903100750u68fdae3ck22d9622c499990e3@mail.gmail.com> You hit the JACKPOT mike Thanks!!!!!! Just another thing, how i disable GraphViz and PGP??? Regards! On Tue, Mar 10, 2009 at 5:03 AM, Mike Peachey wrote: > Eliezer E Ch?vez wrote: > > Mike: > > > > This is the debug log... > > Disable GraphViz and PGP. > > Your d_filter appears to be invalid, an "=" would be required somewhere. > > -- > 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 > __________________________________________________ > -- Eliezer E Ch?vez +58-416-6125676 eliezer.chavez at gmail.com >>http://www.bumeran.com.ve/cv/eliezer-chavez -------------- next part -------------- An HTML attachment was scrubbed... URL: From derek at curis.com Tue Mar 10 10:54:36 2009 From: derek at curis.com (Derek Cunningham) Date: Tue, 10 Mar 2009 10:54:36 -0400 Subject: [rt-users] Email delay on ticket creation In-Reply-To: Message-ID: Hi If I have gone about posting my question the wrong way please let me know. Should I add my RT_SiteConfig.pm file in addition to these logs? The autoreply goes out right away, but I'm getting a lengthy delay on only the admincc messages, and only sometimes when a user submits a new request by email. It doesn't seem to matter who the user is. If anybody sees anything helpful in my log entries please tell me. If I should be including info from another log, please tell me. I would have suspected a postfix config problem, but I'm suspecting my RT config because this only happens during the condition that a user submits a new request via email. I am using RT 3.8.1 on Mac OSX (10.4), postfix/sendmail to relay to our main email server with SMTP. RT is working great except for these email delays. Another recent sample: >From /var/log/mail.log Mar 10 07:45:45 rt3-curis-com postfix/smtpd[215]: connect from [mailserver].curis.com[10.2.0.20] Mar 10 07:45:47 rt3-curis-com postfix/smtpd[215]: 1C89B8436A: client=[mailserver].curis.com[10.2.0.20] Mar 10 07:45:47 rt3-curis-com postfix/cleanup[218]: 1C89B8436A: message-id= Mar 10 07:45:47 rt3-curis-com postfix/smtpd[215]: disconnect from [mailserver].curis.com[10.2.0.20] Mar 10 07:45:47 rt3-curis-com postfix/qmgr[219]: 1C89B8436A: from=<[requestor]@curis.com>, size=896, nrcpt=1 (queue active) Mar 10 07:45:54 rt3-curis-com postfix/pickup[214]: 2A4DE8438B: uid=70 from= Mar 10 07:45:54 rt3-curis-com postfix/cleanup[218]: 2A4DE8438B: message-id= Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 2A4DE8438B: from=, size=1655, nrcpt=1 (queue active) Mar 10 07:45:54 rt3-curis-com postfix/smtp[225]: 2A4DE8438B: to=<[requestor]@curis.com>, relay=[mailserver].curis.com[10.2.0.20], delay=0, status=sent (250 2.0.0 49b652f2-000b3322 Message accepted for delivery) Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 2A4DE8438B: removed Mar 10 07:45:54 rt3-curis-com postfix/local[220]: 1C89B8436A: to=, relay=local, delay=9, status=sent (delivered to command: /opt/rt3/bin/rt-mailgate --queue facilities --action correspond --url http://localhost/rt) Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 1C89B8436A: removed Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 6D778843F4: uid=70 from= Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 6D778843F4: message-id= Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: from=, size=998, nrcpt=1 (queue active) Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 7C66B843F5: uid=70 from= Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 7C66B843F5: message-id= Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: from=, size=1232, nrcpt=3 (queue active) Mar 10 08:56:51 rt3-curis-com postfix/smtp[234]: 6D778843F4: to=, relay=[mailserver].curis.com[10.2.0.20], delay=0, status=sent (250 2.0.0 49b66393-000b34c3 Message accepted for delivery) Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: removed Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: removed And from /var/log/httpd/error.log [Tue Mar 10 11:45:54 2009] [info]: #30085/1657 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Tue Mar 10 11:45:54 2009] [info]: sent To: mborek at curis.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) [Tue Mar 10 11:45:54 2009] [info]: #30085/1657 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Tue Mar 10 11:45:54 2009] [info]: sent Bcc: dens at curis.com, derek at curis.com, rcurran at curis.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) [Tue Mar 10 11:45:54 2009] [info]: Ticket 30085 created in queue 'Facilities' by mborek at curis.com (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) [Tue Mar 10 12:56:13 2009] [info]: Successful login for dens from 10.2.2.9 (/opt/rt3/share/html/autohandler:273) [Tue Mar 10 12:56:51 2009] [info]: #30085/1660 - Scrip 2 On Owner Change Notify Owner (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Tue Mar 10 12:56:51 2009] [info]: sent To: dens at curis.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) My RT_SiteConfig.PM Set($rtname, "curis.com"); Set($Organization, "curis.com"); Set($WebBaseURL, "http://rt3.curis.com"); Set($OwnerEmail , 'derek at curis.com'); Set($CanonicalizeEmailAddressMatch , '@rt3\.curis\.com$'); Set($CanonicalizeEmailAddressReplace , '@curis.com'); Set($WebPath, "/rt"); Set($CorrespondAddress, 'correspond at curis.com'); Set($CommentAddress , 'comment at curis.com'); Set($SendmailPath, "/usr/sbin/sendmail"); Set($MessageBoxWrap, "SOFT"); Set($UseFriendlyToLine, 0); Set($NotifyActor, 1); Set($MessageBoxRichText, 0); Set($SMTPDebug, 1); Set($MyTicketsLength, 30); Set($DefaultSummaryRows, 30); On 3/5/09 5:13 PM, "Derek Cunningham" wrote: > Hi all, > I have not posted to this list in a long time. I was quite stumped for a > long time trying to get sendmail configured properly on Mac OS X (client) > and I finally did... So, I have a new install of RT 3.8.1 on FreeBSD (Mac > OS X). I'm having trouble with what seems to be random delays in the email > notifications to admincc's when a user emails in a new request. I am having > a great deal of trouble figuring out where the delay is coming from, I have > googled and searched RT's wiki, and I'm not coming up with anything, so I'm > turning to the list for help. Most actions that generate email, the email > is delivered immediately. When a user submits an email to RT that is > creating a new ticket, their autoreply email is sent immediately, but then > the notice to us (the admincc's) has a 'delay=5235' or other random high > number in it. Performing another action in RT that generates another email > makes both the new email and the as-yet-undelivered email be delivered > immediately. I captured all the info I could from mail.log and > httpd/system.log, and there wasn't anything related in system.log. I'm open > to any ideas. In this case the delay time was set to 5842. I have seen it > set to other times, usually in the thousands. If we aren't paying close > attention to RT a new ticket can go unnoticed for sometimes 40 minutes, > sometimes well over 2 hours... > > from /var/log/mail.log > > Mar 5 13:59:11 rt3-ourcompany-com postfix/smtpd[429]: connect from > mailserver.ourcompany.com[10.2.0.20] > Mar 5 13:59:11 rt3-ourcompany-com postfix/smtpd[429]: 63F9B83254: > client=mailserver.ourcompany.com[10.2.0.20] > Mar 5 13:59:11 rt3-ourcompany-com postfix/cleanup[432]: 63F9B83254: > message-id= > Mar 5 13:59:11 rt3-ourcompany-com postfix/qmgr[239]: 63F9B83254: > from=, size=1980, nrcpt=1 (queue active) > Mar 5 13:59:11 rt3-ourcompany-com postfix/smtpd[429]: disconnect from > mailserver.ourcompany.com[10.2.0.20] > Mar 5 13:59:14 rt3-ourcompany-com postfix/pickup[422]: 2D92F83275: uid=70 > from= > Mar 5 13:59:14 rt3-ourcompany-com postfix/cleanup[432]: 2D92F83275: > message-id= > Mar 5 13:59:14 rt3-ourcompany-com postfix/qmgr[239]: 2D92F83275: > from=, size=1814, nrcpt=1 (queue active) > Mar 5 13:59:14 rt3-ourcompany-com postfix/smtp[437]: 2D92F83275: > to=, relay=mailserver.ourcompany.com[10.2.0.20], > delay=0, status=sent (250 2.0.0 49b02102-000ac917 Message accepted for > delivery) > Mar 5 13:59:14 rt3-ourcompany-com postfix/qmgr[239]: 2D92F83275: removed > Mar 5 13:59:15 rt3-ourcompany-com postfix/local[433]: 63F9B83254: > to=, relay=local, delay=4, status=sent > (delivered to command: /opt/rt3/bin/rt-mailgate --queue facilities --action > correspond --url http://localhost/rt) > Mar 5 13:59:15 rt3-ourcompany-com postfix/qmgr[239]: 63F9B83254: removed > >>> Above is the user submitting the request > > Mar 5 15:36:35 rt3-ourcompany-com postfix/pickup[491]: ECAAF833A0: uid=70 > from= > Mar 5 15:36:36 rt3-ourcompany-com postfix/cleanup[492]: ECAAF833A0: > message-id= > Mar 5 15:36:36 rt3-ourcompany-com postfix/qmgr[239]: ECAAF833A0: > from=, size=2284, nrcpt=3 (queue active) > Mar 5 15:36:36 rt3-ourcompany-com postfix/smtp[494]: ECAAF833A0: > to=, relay=mailserver.ourcompany.com[10.2.0.20], > delay=5842, status=sent (250 2.0.0 49b037d4-000acb38 Message accepted for > delivery) > Mar 5 15:36:36 rt3-ourcompany-com postfix/qmgr[239]: ECAAF833A0: removed > >>> Above is the user's request being relayed to us admincc's > > Mar 5 15:36:55 rt3-ourcompany-com postfix/pickup[491]: AA81C833AB: uid=70 > from= > Mar 5 15:36:55 rt3-ourcompany-com postfix/cleanup[492]: AA81C833AB: > message-id= > Mar 5 15:36:55 rt3-ourcompany-com postfix/qmgr[239]: AA81C833AB: > from=, size=1003, nrcpt=1 (queue active) > Mar 5 15:36:55 rt3-ourcompany-com postfix/smtp[494]: AA81C833AB: > to=, relay=mailserver.ourcompany.com[10.2.0.20], > delay=0, status=sent (250 2.0.0 49b037e7-000acb39 Message accepted for > delivery) > Mar 5 15:36:55 rt3-ourcompany-com postfix/qmgr[239]: AA81C833AB: removed > >>> Above is my taking the ticket, generating an email to me, what I think > 'pushed' the other message on it's way. > > > > from /var/log/httpd/error.log (times in GMT, so -5:00) > > [Thu Mar 5 18:59:14 2009] [info]: > #30082/1590 - Scrip 3 > On Create Autoreply To Requestors > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) > [Thu Mar 5 18:59:14 2009] [info]: > sent To: > TheUser at ourcompany.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) > [Thu Mar 5 18:59:14 2009] [info]: > #30082/1590 - Scrip > 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) > [Thu Mar 5 18:59:14 2009] [info]: > sent Bcc: > dens at ourcompany.com, derek at ourcompany.com, rcurran at ourcompany.com > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) > [Thu Mar 5 18:59:14 2009] [info]: Ticket 30082 created in queue > 'Facilities' by TheUser at ourcompany.com > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) > >>> Above is user's request being created in httpd log > > > Other messages have delay=0 or delay=1. Where do I go looking next? > > Thanks > -Derek Cunningham > derek at curis.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 paul_vlaar at isc.org Tue Mar 10 10:54:50 2009 From: paul_vlaar at isc.org (Paul Vlaar) Date: Tue, 10 Mar 2009 15:54:50 +0100 Subject: [rt-users] using custom field that applies to group as custom scrip condition In-Reply-To: <49AECACD.6070805@lbl.gov> References: <49AE5C06.9040505@isc.org> <49AECACD.6070805@lbl.gov> Message-ID: <49B67F3A.7090206@isc.org> Hi Kenneth, Thanks for your response. My scrip is indeed looking for a "create" transaction because it should only trigger at the time of creation, and the CF value is rather static, as it applies to the Group that the Queue in which the ticket belongs, has rights to. I realise now that finding that relationship is a bit difficult, and it's probably better to move the custom field to the Queue, instead. ~paul On Wed Mar 04 2009 19:39:09 GMT+0100 (CET), Kenneth Crocker wrote: > Paul, > > > I use the following scrip for the condition and it works for me: > > 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 => "Review Process"); > return 0 unless $cf->id; > if ($trans->Field == $cf->id && > $trans->NewValue eq "Review Complete-Approved") > { > return 1; > } > } > > return 0; > > Your scrip seemed to be looking for a "create" transaction. So it will > only work if the CF value is what your looking for "at the time of > creation" ONLY. Whereas mine is merely looking for when the CF has been > altered, WHENEVER. Also, keep in mind is that there is case-sensitivity > in all comparisons. > Hope this helps. > > Kenn > LBNL > > > On 3/4/2009 2:46 AM, Paul Vlaar wrote: >> We're trying to base our autoreply on the value of a custom field that >> applies to a group. So I've created a scrip that applies to a queue: >> >> Condition: User Defined >> Action: Autoreply To Requestors >> Template: Global template: Contract Expiring >> Stage: TransactionCreate >> >> In the Custom condition this should only trigger when the custom field >> "Contract Status" equals "expiring": >> >> if ( $self->TransactionObj->Type eq "Create" && >> $self->TicketObj->GroupObj->FirstCustomFieldValue("Contract Status") eq >> "expiring" ) >> return 1; >> } else { >> return 0; >> } >> >> I've also tried: >> >> $self->GroupObj->FirstCustomFieldValue("Contract Status") eq >> "expiring" >> >> But this code doesn't trigger the template and I can't seem to find a >> similar example of the use of custom group fields anywhere. >> >> Thanks, >> >> ~paul >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Paul_Vlaar at isc.org - ISC Operations - +1 650 423 1349 - PGP 0x294EC062 From change+lists.rt at nightwind.net Tue Mar 10 11:19:21 2009 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Tue, 10 Mar 2009 08:19:21 -0700 Subject: [rt-users] Problems on RT-Authen-ExternalAuth In-Reply-To: <66d635aa0903100750u68fdae3ck22d9622c499990e3@mail.gmail.com> References: <66d635aa0903031422ld1f674dgcbef60d64472be22@mail.gmail.com> <49AE80F4.9080606@jennic.com> <66d635aa0903061331k5cb8cba8wb75f25273e2dc92e@mail.gmail.com> <66d635aa0903091156y5a8307c2rf0db2f305a3f7157@mail.gmail.com> <66d635aa0903091158i8d098e7na09a2b8f635b0b46@mail.gmail.com> <49B57760.4050502@jennic.com> <49B577B1.8050609@jennic.com> <66d635aa0903091727k125f0ad2nc4a234b7f6811a9b@mail.gmail.com> <49B633CE.7020507@jennic.com> <66d635aa0903100750u68fdae3ck22d9622c499990e3@mail.gmail.com> Message-ID: <1236698361.18164.1304636893@webmail.messagingengine.com> On Tue, 10 Mar 2009 10:20:51 -0430, "Eliezer E Ch?vez" said: > Just another thing, how i disable GraphViz and PGP??? To disable PGP, put this in RT_SiteConfig.pm: Set( %GnuPG, Enable => 0); I believe GraphViz to be a build-time option, ./configure --without-graphviz From jarends at illinois.edu Tue Mar 10 12:47:41 2009 From: jarends at illinois.edu (John Arends) Date: Tue, 10 Mar 2009 11:47:41 -0500 Subject: [rt-users] RSS and iCalendar Feeds? Bug? Message-ID: <49B699AD.4040509@illinois.edu> I sent a message about this last week but didn't get much of a reply. I'm hoping with a more descriptive subject I can get some more comments. I am very excited about the RSS feeds and iCalendar feeds in RT 3.8.x, but I can't get them to work reliably?. Is anyone using them? If so, which applications are you using? The RSS feeds work fine in FireFox, and the iCalendar feeds work fine in Sunbird. However, I can't get either of them to work in applications our users have. Outlook 2007 does not like the format of the RSS feeds, and I can't get either of them to work. For our Mac users, the iCalendar feeds do not work in iCal, and the RSS feeds do not work in Safari. I'm guessing the problem is mostly the format. Who is using the feeds? -- John Arends Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign From marc at gridshield.net Tue Mar 10 13:14:09 2009 From: marc at gridshield.net (Marc DeTrano) Date: Tue, 10 Mar 2009 11:14:09 -0600 Subject: [rt-users] Custom Field Internationalization Message-ID: <49B69FE1.10000@gridshield.net> I would like to have the names of Custom Fields display in the interface in the preferred language of the user. I have checked the docs, and while there seems to be a lot of internationalization support throughout the system, I did not see a simple way to make this happen and just wondered if I am missing anything. Marc From elacour at easter-eggs.com Tue Mar 10 13:53:07 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 10 Mar 2009 18:53:07 +0100 Subject: [rt-users] Custom Field Internationalization In-Reply-To: <49B69FE1.10000@gridshield.net> References: <49B69FE1.10000@gridshield.net> Message-ID: <20090310175306.GA13819@easter-eggs.com> On Tue, Mar 10, 2009 at 11:14:09AM -0600, Marc DeTrano wrote: > I would like to have the names of Custom Fields display in the interface > in the preferred language of the user. I have checked the docs, and > while there seems to be a lot of internationalization support throughout > the system, I did not see a simple way to make this happen and just > wondered if I am missing anything. > I guess you will need to: - create a .po file with translations for every wanted CustomFields names - modify html source in share/html/Elements/ShowCustomFields to localize the name: - <% $CustomField->Name %>: + <% loc($CustomField->Name) %>: From asorbus at gmail.com Tue Mar 10 14:07:04 2009 From: asorbus at gmail.com (Shawn Smith) Date: Tue, 10 Mar 2009 14:07:04 -0400 Subject: [rt-users] RT 3.8 on Ubuntu Hardy Message-ID: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian package at http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/ It works totally fine aside from the fact that it's got a significant visual bug. Here's how it's produced: 1. Click on queue in the Quick Search menu on the right hand side. 2. Click on a ticket in that queue. 3. Go back to the list of tickets. 4. Refresh the page. The error that occurs is that nothing gets rendered properly, so it's just a white background with a bunch of blue links for the tickets and text for the different fields of each ticket. In /var/log/apache2/error.log I see stuff like: [Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal Segmentation fault (11) Out of memory! Callback called exit. and: [Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104) Connection reset by peer at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034 (/usr/share/request-tracker3.8/libexec/webmux.pl:150) My boss suggested changing MaxRequestsPerChild in /etc/apache2/apache2.conf to a low number other than 0, but that still did not fix the error. If anyone has any suggestions I would greatly appreciate any advice you can provide. -- Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Mar 10 14:23:57 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 10 Mar 2009 14:23:57 -0400 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> Message-ID: <49B6B03D.5050101@ucrwcu.rwc.uc.edu> Last time I saw that on an install (not debian) it needed a good run-through of the instructions in UPGRADING.mysql Shawn Smith wrote: > Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian > package at > > http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/ > > > It works totally fine aside from the fact that it's got a significant > visual bug. Here's how it's produced: > > 1. Click on queue in the Quick Search menu on the right hand side. > 2. Click on a ticket in that queue. > 3. Go back to the list of tickets. > 4. Refresh the page. > > The error that occurs is that nothing gets rendered properly, so it's > just a white background with a bunch of blue links for the tickets and > text for the different fields of each ticket. In > /var/log/apache2/error.log I see stuff like: > > [Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal > Segmentation fault (11) > Out of memory! > Callback called exit. > > and: > > [Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104) > Connection reset by peer at > /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034 > (/usr/share/request-tracker3.8/libexec/webmux.pl:150) > > > My boss suggested changing MaxRequestsPerChild in > /etc/apache2/apache2.conf to a low number other than 0, but that still > did not fix the error. If anyone has any suggestions I would greatly > appreciate any advice you can provide. > > -- > Shawn > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From christ66 at uwm.edu Tue Mar 10 14:28:02 2009 From: christ66 at uwm.edu (Steven Christou) Date: Tue, 10 Mar 2009 13:28:02 -0500 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> Message-ID: <49B6B132.30108@uwm.edu> Fix for: Out of memory! Callback called exit. First login to your mysql database Mysql ?p ?u root ?D rtdb This will log you in as root(-u) in the rtdb database(-D) with a prompt for a password(-p). Next, we want to change the session tables. Type in this exact command when you get to the mysql> prompt (note capitalization areas and DO NOT include the ""s): "ALTER TABLE sessions CHANGE a_session a_session LONGBLOB;" Shawn Smith wrote: > Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian > package at > > http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/ > > > It works totally fine aside from the fact that it's got a significant > visual bug. Here's how it's produced: > > 1. Click on queue in the Quick Search menu on the right hand side. > 2. Click on a ticket in that queue. > 3. Go back to the list of tickets. > 4. Refresh the page. > > The error that occurs is that nothing gets rendered properly, so it's > just a white background with a bunch of blue links for the tickets and > text for the different fields of each ticket. In > /var/log/apache2/error.log I see stuff like: > > [Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal > Segmentation fault (11) > Out of memory! > Callback called exit. > > and: > > [Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104) > Connection reset by peer at > /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034 > (/usr/share/request-tracker3.8/libexec/webmux.pl:150) > > > My boss suggested changing MaxRequestsPerChild in > /etc/apache2/apache2.conf to a low number other than 0, but that still > did not fix the error. If anyone has any suggestions I would greatly > appreciate any advice you can provide. > > -- > Shawn > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Steve Christou UWM Information Security Phone: 414-229-1100 Email: Osa-list at uwm.edu From asorbus at gmail.com Tue Mar 10 14:41:00 2009 From: asorbus at gmail.com (Shawn Smith) Date: Tue, 10 Mar 2009 14:41:00 -0400 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <49B6B132.30108@uwm.edu> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> <49B6B132.30108@uwm.edu> Message-ID: <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> Interesting, I can't reproduce the error anymore after following your instructions. Thanks a lot! Would you mind offering a quick explanation as to why you think this fixes the problem? I'm a little confused about what it's doing and what it's fixing. Thanks again. On Tue, Mar 10, 2009 at 2:28 PM, Steven Christou wrote: > Fix for: Out of memory! Callback called exit. > > First login to your mysql database > > Mysql ?p ?u root ?D rtdb > > This will log you in as root(-u) in the rtdb database(-D) with a prompt for > a password(-p). Next, we want to change the session tables. Type in this > exact command when you get to the > > mysql> prompt (note capitalization areas and DO NOT include the ""s): > > "ALTER TABLE sessions CHANGE a_session a_session LONGBLOB;" > > > > Shawn Smith wrote: > > Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian > > package at > > > > > http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/ > > > > > > It works totally fine aside from the fact that it's got a significant > > visual bug. Here's how it's produced: > > > > 1. Click on queue in the Quick Search menu on the right hand side. > > 2. Click on a ticket in that queue. > > 3. Go back to the list of tickets. > > 4. Refresh the page. > > > > The error that occurs is that nothing gets rendered properly, so it's > > just a white background with a bunch of blue links for the tickets and > > text for the different fields of each ticket. In > > /var/log/apache2/error.log I see stuff like: > > > > [Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal > > Segmentation fault (11) > > Out of memory! > > Callback called exit. > > > > and: > > > > [Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104) > > Connection reset by peer at > > /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034 > > (/usr/share/request-tracker3.8/libexec/webmux.pl:150) > > > > > > My boss suggested changing MaxRequestsPerChild in > > /etc/apache2/apache2.conf to a low number other than 0, but that still > > did not fix the error. If anyone has any suggestions I would greatly > > appreciate any advice you can provide. > > > > -- > > Shawn > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > -- > Steve Christou > UWM Information Security > Phone: 414-229-1100 > Email: Osa-list at uwm.edu > > -- Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From toml at bitstatement.net Tue Mar 10 14:45:41 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 10 Mar 2009 11:45:41 -0700 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> <49B6B132.30108@uwm.edu> <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> Message-ID: <49B6B555.2090006@bitstatement.net> Shawn Smith wrote: > Interesting, I can't reproduce the error anymore after following your > instructions. Thanks a lot! Would you mind offering a quick explanation as > to why you think this fixes the problem? I'm a little confused about what > it's doing and what it's fixing. Thanks again. There are database schema changes in RT between versions. You really need to go through UPGRADING.mysql and do what it says; that one thing isn't going to cover all the changes. In particular, its quite likely that all your binary attachments are non-functional. Try downloading one and opening it. And please don't top post :) -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From christ66 at uwm.edu Tue Mar 10 14:56:02 2009 From: christ66 at uwm.edu (Steven Christou) Date: Tue, 10 Mar 2009 13:56:02 -0500 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> <49B6B132.30108@uwm.edu> <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> Message-ID: <49B6B7C2.7000104@uwm.edu> Go to this website and read the Continuous login part: http://wiki.bestpractical.com/view/TroubleShooting Probably can explain it 1000x better than I can, but basically its a table issue converting from a longtext to longblob. The command below does exactly that. Do you still get the 2nd error? Shawn Smith wrote: > Interesting, I can't reproduce the error anymore after following your > instructions. Thanks a lot! Would you mind offering a quick > explanation as to why you think this fixes the problem? I'm a little > confused about what it's doing and what it's fixing. Thanks again. > > On Tue, Mar 10, 2009 at 2:28 PM, Steven Christou > wrote: > > Fix for: Out of memory! Callback called exit. > > First login to your mysql database > > Mysql ?p ?u root ?D rtdb > > This will log you in as root(-u) in the rtdb database(-D) with a > prompt for a password(-p). Next, we want to change the session > tables. Type in this exact command when you get to the > > mysql> prompt (note capitalization areas and DO NOT include the ""s): > > "ALTER TABLE sessions CHANGE a_session a_session LONGBLOB;" > > > > Shawn Smith wrote: > > Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian > > package at > > > > > http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/ > > > > > > It works totally fine aside from the fact that it's got a > significant > > visual bug. Here's how it's produced: > > > > 1. Click on queue in the Quick Search menu on the right hand side. > > 2. Click on a ticket in that queue. > > 3. Go back to the list of tickets. > > 4. Refresh the page. > > > > The error that occurs is that nothing gets rendered properly, so > it's > > just a white background with a bunch of blue links for the > tickets and > > text for the different fields of each ticket. In > > /var/log/apache2/error.log I see stuff like: > > > > [Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal > > Segmentation fault (11) > > Out of memory! > > Callback called exit. > > > > and: > > > > [Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104) > > Connection reset by peer at > > /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034 > > (/usr/share/request-tracker3.8/libexec/webmux.pl:150) > > > > > > My boss suggested changing MaxRequestsPerChild in > > /etc/apache2/apache2.conf to a low number other than 0, but that > still > > did not fix the error. If anyone has any suggestions I would > greatly > > appreciate any advice you can provide. > > > > -- > > Shawn > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > -- > Steve Christou > UWM Information Security > Phone: 414-229-1100 > Email: Osa-list at uwm.edu > > > > > -- > Shawn -- Steve Christou UWM Information Security Phone: 414-229-1100 Email: Osa-list at uwm.edu From asorbus at gmail.com Tue Mar 10 15:17:57 2009 From: asorbus at gmail.com (Shawn Smith) Date: Tue, 10 Mar 2009 15:17:57 -0400 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <49B6B7C2.7000104@uwm.edu> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> <49B6B132.30108@uwm.edu> <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> <49B6B7C2.7000104@uwm.edu> Message-ID: <1a700b0903101217n435c921m5a057546388d9778@mail.gmail.com> Yes I seem to be still getting the second error. There's also a new error that's occurring: [Tue Mar 10 18:36:25 2009] [crit]: Apache2::RequestIO::print: (104) Connection reset by peer at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034 (/usr/share/request-tracker3.8/libexec/webmux.pl:150)[Tue Mar 10 18:50:32 2009] [error]: Couldn't get principal for not loaded object (/usr/share/request-tracker3.8/lib/RT/User_Overlay.pm:1113) [Tue Mar 10 18:50:32 2009] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/usr/share/request-tracker3.8/lib/RT/Group_Overlay.pm:1031) [Tue Mar 10 18:52:20 2009] [error]: Couldn't get principal for not loaded object (/usr/share/request-tracker3.8/lib/RT/User_Overlay.pm:1113) The first one in that list seems to be one of the originals that I posted. Also, Tom: Yes, binary attachments seem to be messed up. I tried opening an Excel spreadsheet on our current, older instance of RT and it worked, but on my newer instance it did not. I thought I went through the UPGRADING.mysql file when I originally migrated the database, but I will peruse it to see if there's anything that stands out. -------------- next part -------------- An HTML attachment was scrubbed... URL: From toml at bitstatement.net Tue Mar 10 15:23:24 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 10 Mar 2009 12:23:24 -0700 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <1a700b0903101217n435c921m5a057546388d9778@mail.gmail.com> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> <49B6B132.30108@uwm.edu> <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> <49B6B7C2.7000104@uwm.edu> <1a700b0903101217n435c921m5a057546388d9778@mail.gmail.com> Message-ID: <49B6BE2C.1040808@bitstatement.net> Shawn Smith wrote: > Also, Tom: Yes, binary attachments seem to be messed up. I tried opening an > Excel spreadsheet on our current, older instance of RT and it worked, but on > my newer instance it did not. I thought I went through the UPGRADING.mysql > file when I originally migrated the database, but I will peruse it to see if > there's anything that stands out. Is it possible you did the: perl etc/upgrade/upgrade-mysql-schema.pl db user pass > sql.queries but then didn't run the queries in sql.queries? All that command does is generate a batch of SQL commands to run; it doesn't run them for you. You then need to do: mysql -u root -p rt3 < sql.queries To actually run the SQL queries to upgrade your database. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From asorbus at gmail.com Tue Mar 10 15:32:55 2009 From: asorbus at gmail.com (Shawn Smith) Date: Tue, 10 Mar 2009 15:32:55 -0400 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <49B6BE2C.1040808@bitstatement.net> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> <49B6B132.30108@uwm.edu> <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> <49B6B7C2.7000104@uwm.edu> <1a700b0903101217n435c921m5a057546388d9778@mail.gmail.com> <49B6BE2C.1040808@bitstatement.net> Message-ID: <1a700b0903101232p5fcccf36p7bade86c00bb4ff5@mail.gmail.com> I found from documentation that I wrote up on the process of migrating stuff that this is what I did, is this correct, or is there more that needs to be done? for x in /etc/request-tracker3.8/upgrade/*; do \ for y in schema acl insert; do \ /usr/sbin/rt-setup-database-3.8 --action $y --datadir $x \ --dba rt_user --dba-password [password]; \ done;\ done; -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Mar 10 15:38:29 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 10 Mar 2009 15:38:29 -0400 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <1a700b0903101232p5fcccf36p7bade86c00bb4ff5@mail.gmail.com> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> <49B6B132.30108@uwm.edu> <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> <49B6B7C2.7000104@uwm.edu> <1a700b0903101217n435c921m5a057546388d9778@mail.gmail.com> <49B6BE2C.1040808@bitstatement.net> <1a700b0903101232p5fcccf36p7bade86c00bb4ff5@mail.gmail.com> Message-ID: <49B6C1B5.1070907@ucrwcu.rwc.uc.edu> From UPGRADING.mysql: If you're installing a new RT then you can skip this file. If you're migrating from MySQL 4.0 to MySQL 4.1 and newer then you MUST follow instructions at the bottom of this file. If you're upgrading RT from versions prior to 3.8.0 then you MUST follow instructions below even if your old RT was installed on MySQL 4.1 or newer. === Upgrading RT from versions prior to 3.8.0 === 1) Backup RT's database. Test that you can restore from this backup. 2) Follow instructions in the README file to step 7. 3) Apply changes described in step 7, but only up to version 3.8.0. 4) Apply the MySQL 4.0->4.1 schema changes. Included in RT is the script etc/upgrade/upgrade-mysql-schema.pl that generates SQL queries to upgrade the database's schema. Run it: perl etc/upgrade/upgrade-mysql-schema.pl db user pass > sql.queries 5) Check sanity of the SQL queries yourself or consult with your DBA. 6) Apply the queries. Note that this step can take a while. It may require additional space on your hard drive comparable with size of your tables. mysql -u root -p rt3 < sql.queries NOTE that 'rt3' is the default name of the RT database, change it in the command above if you're using a different name. This step should not produce any errors or warnings. If you see any, restore your database from the backup you made at step 1) and send a report to the rt-users at lists.bestpractical.com mailing list. 7) Continue from step 7 in the README and apply other upgrade scripts and follow other steps. Shawn Smith wrote: > I found from documentation that I wrote up on the process of migrating > stuff that this is what I did, is this correct, or is there more that > needs to be done? > > for x in /etc/request-tracker3.8/upgrade/*; do \ > > for y in schema acl insert; do \ > /usr/sbin/rt-setup-database-3.8 --action $y --datadir $x \ > --dba rt_user --dba-password [password]; \ > > done;\ > done; > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 toml at bitstatement.net Tue Mar 10 15:46:20 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 10 Mar 2009 12:46:20 -0700 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <1a700b0903101232p5fcccf36p7bade86c00bb4ff5@mail.gmail.com> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> <49B6B132.30108@uwm.edu> <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> <49B6B7C2.7000104@uwm.edu> <1a700b0903101217n435c921m5a057546388d9778@mail.gmail.com> <49B6BE2C.1040808@bitstatement.net> <1a700b0903101232p5fcccf36p7bade86c00bb4ff5@mail.gmail.com> Message-ID: <49B6C38C.30101@bitstatement.net> > I found from documentation that I wrote up on the process of migrating stuff > that this is what I did, is this correct, or is there more that needs to be > done? > > for x in /etc/request-tracker3.8/upgrade/*; do \ > for y in schema acl insert; do \ > /usr/sbin/rt-setup-database-3.8 --action $y --datadir $x \ > --dba rt_user --dba-password [password]; \ > done;\ > done; More. In particular, steps 4, 5 and 6 in UPGRADING.mysql. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From KFCrocker at lbl.gov Tue Mar 10 15:49:29 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 10 Mar 2009 12:49:29 -0700 Subject: [rt-users] Adding stuff to the RT wiki Message-ID: <49B6C449.90107@lbl.gov> To all, I have some de-normalized views (for SQL reporting EXTERNAL to RT - Oracle) and a conversion program for converting Legacy ticket dat into RT that I want to add to the wiki. I'm not aquainted AT ALL with how to do this on the RT wiki. I went to "www.bestpractical.com/rt" and clicked the "wiki" option. Then I read the instructions to "UpdateTheWiki" and rapidly got confused (not very hard for me). I now crap about chanig a website or web page, etc. For example, the term "add CamelCaseNameOfNewPage to the text of the page and click save" means absolutely nothing to me. I have no idea what a CamelCaseNameOfNewPage refers to or how to get my information into whatever that could be. So, I need a little help here so I can get this info onto the RT wiki. The views are especially helpfor for those who want to include comments or ticket history in a SQL report. Anyway. If anyone is VERY patient and would like to help me out, please reply. Thanks. Kenn LBNL From ktm at rice.edu Tue Mar 10 15:55:21 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 10 Mar 2009 14:55:21 -0500 Subject: [rt-users] Adding stuff to the RT wiki In-Reply-To: <49B6C449.90107@lbl.gov> References: <49B6C449.90107@lbl.gov> Message-ID: <20090310195521.GU13289@it.is.rice.edu> On Tue, Mar 10, 2009 at 12:49:29PM -0700, Kenneth Crocker wrote: > To all, > > > I have some de-normalized views (for SQL reporting EXTERNAL to RT - > Oracle) and a conversion program for converting Legacy ticket dat into > RT that I want to add to the wiki. I'm not aquainted AT ALL with how to > do this on the RT wiki. I went to "www.bestpractical.com/rt" and clicked > the "wiki" option. Then I read the instructions to "UpdateTheWiki" and > rapidly got confused (not very hard for me). I now crap about chanig a > website or web page, etc. For example, the term "add > CamelCaseNameOfNewPage to the text of the page and click save" means > absolutely nothing to me. I have no idea what a CamelCaseNameOfNewPage > refers to or how to get my information into whatever that could be. > So, I need a little help here so I can get this info onto the RT wiki. > The views are especially helpfor for those who want to include comments > or ticket history in a SQL report. > Anyway. If anyone is VERY patient and would like to help me out, please > reply. Thanks. > > > Kenn > LBNL > It will create the new page but there can not be non-word characters. For example, I used "PostgreSQLFullText" for my page on full-text index support using PostgreSQL. Maybe something like "DenormalizedViewsForReporting" would be appropriate for your new page. Then you just start adding content. I used cut-n-paste. Cheers, Ken From toml at bitstatement.net Tue Mar 10 16:00:41 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 10 Mar 2009 13:00:41 -0700 Subject: [rt-users] Adding stuff to the RT wiki In-Reply-To: <20090310195521.GU13289@it.is.rice.edu> References: <49B6C449.90107@lbl.gov> <20090310195521.GU13289@it.is.rice.edu> Message-ID: <49B6C6E9.8040900@bitstatement.net> >> CamelCaseNameOfNewPage "Camel Case" means to capitalize each word and leave no spaces or punctuation in between words. It's called camel casing because it is a style heavily used in the "Camel Book", which is O'Reilly's book on perl (which has a picture of a camel on the cover). And as you know, RT and wifty (the wiki application based on jitfy that is running the RT wiki) are written in perl. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From rob.munsch at gmail.com Tue Mar 10 16:05:58 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Tue, 10 Mar 2009 16:05:58 -0400 Subject: [rt-users] Adding stuff to the RT wiki In-Reply-To: <49B6C6E9.8040900@bitstatement.net> References: <49B6C449.90107@lbl.gov> <20090310195521.GU13289@it.is.rice.edu> <49B6C6E9.8040900@bitstatement.net> Message-ID: <8fae230c0903101305t55e6ca3fi33b2022b5c8118a4@mail.gmail.com> On Tue, Mar 10, 2009 at 4:00 PM, Tom Lahti wrote: > punctuation in between words. ?It's called camel casing because it is a > style heavily used in the "Camel Book", which is O'Reilly's book on perl > (which has a picture of a camel on the cover). ?And as you know, RT and Sometimes, logical deduction fails in the face of idiom... ah well, i suppose i should get that book anyway! -- /chown -R us:us /yourbase From james.faulkner at yale.edu Tue Mar 10 16:09:43 2009 From: james.faulkner at yale.edu (Jim Faulkner) Date: Tue, 10 Mar 2009 16:09:43 -0400 (EDT) Subject: [rt-users] 3.8.2 cosmetic issue: gap at bottom of "ticket metadata" In-Reply-To: References: Message-ID: I was able to fix this by editing boxes.css and changing "margin-bottom" from 2em to 0.25em. This seems to have tightened up the space between the boxes themselves as well, however I still think it improves the look overall. The header ballons of each box provides enough separation between the boxes that additional whitespace is unnecessary, in my opinion. On Mon, 9 Mar 2009, Jim Faulkner wrote: > > At the bottom of the "ticket metadata" box there is a rather large empty > space. As you can see from this screenshot, there are several millimeters > of space between the bottom of the "People" sub-box of "Ticket metadata" > and the bottom of the "Ticket metadata" box itself: > > http://zoo.cs.yale.edu/jim/rt-metadata.jpg > > I would like to compress this gap to 1 or 2 millimeters at most. I know > this is probably a CSS change, but I haven't been able to figure out > exactly what needs changing. How to I shrink this gap? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Jim Faulkner / james.faulkner at cs.yale.edu Systems Administrator, Linux Systems Design & Support (LSDS) Yale University Information Technology Services (ITS) =============================================================== NOTE: Yale ITS will NEVER request passwords or other personal information via email. Messages requesting such information are fraudulent and should be deleted. From rob.munsch at gmail.com Tue Mar 10 16:04:02 2009 From: rob.munsch at gmail.com (Rob Munsch) Date: Tue, 10 Mar 2009 16:04:02 -0400 Subject: [rt-users] Adding stuff to the RT wiki In-Reply-To: <20090310195521.GU13289@it.is.rice.edu> References: <49B6C449.90107@lbl.gov> <20090310195521.GU13289@it.is.rice.edu> Message-ID: <8fae230c0903101304r224b0790j39d1f40d7378f8a8@mail.gmail.com> On Tue, Mar 10, 2009 at 3:55 PM, Kenneth Marshall wrote: >> absolutely nothing to me. I have no idea what a CamelCaseNameOfNewPage ... >> > It will create the new page but there can not be non-word characters. > For example, I used "PostgreSQLFullText" for my page on full-text That's camel case - text convention meaning "turning a phrase or sentence into one word with no spaces and capitalizing each word." Humps in the middle, hence camel. So if you'd want to make a page about converting legacy data to RT, you might call it ConvertLegacyToRT or something like that. As you can see from some of the update history, my method for adding things to the wiki was to look up the http://wiki.bestpractical.com/view/KwikiFormattingRules listed at the bottom, then made my edits, saved, looked askance at my formatting errors, edited it again, saved it again, lather rinse repeat until it looked right. The only risk i can see is that you show up several times in a row in the edit history, revealing our lack of wik-fu to all. -- /chown -R us:us /yourbase From rob.wib at gmail.com Tue Mar 10 16:25:31 2009 From: rob.wib at gmail.com (vxtrq) Date: Tue, 10 Mar 2009 13:25:31 -0700 (PDT) Subject: [rt-users] Notify requestors on priority change Message-ID: <22442629.post@talk.nabble.com> Friends, I am an everyday user of RT, and while it takes some time to get used to I've started to appreciate it's functionality, specially since learning about scrips. I am, however, stuck at the moment. What I have is a queue, where I want the requestor to know (by e-mail) whenever the priority of one of his/hers tickets change. To achieve this, I set up the following scrip in the queue: Condition: On priority change Action: Notify requestors Template: myTemplate Stage: TransactionCreate However, no mail is dispatched when I change priority on a ticket (note that I change priority, not Final Priority). I know that this is not a problem with mailing or the template, since the above scrip works perfectly well if I choose "Notify CCs" instead of "Notify Requestors", which I find really strange. Another thing I'd like to achieve with this is within the template I use with the above scrip. It looks like this as of now: "Ticket "{return $Ticket->Subject}" had its priority changed to {return $Ticket->Priority;}." Which works fine, but it would be nice to also specify the PREVIOUS priority, ie "[...]changed from priority 1 to 2". I am not very familiar with Perl or RT's variables, but would this be achievable? I would be very thankful with any insight. Regards Robert W -- View this message in context: http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From asorbus at gmail.com Tue Mar 10 16:26:36 2009 From: asorbus at gmail.com (Shawn Smith) Date: Tue, 10 Mar 2009 16:26:36 -0400 Subject: [rt-users] RT 3.8 on Ubuntu Hardy In-Reply-To: <49B6C38C.30101@bitstatement.net> References: <1a700b0903101107n6c5d1f06yf52e8e62871016cf@mail.gmail.com> <49B6B132.30108@uwm.edu> <1a700b0903101141h6ddf17dak2d71316bfcac4dcb@mail.gmail.com> <49B6B7C2.7000104@uwm.edu> <1a700b0903101217n435c921m5a057546388d9778@mail.gmail.com> <49B6BE2C.1040808@bitstatement.net> <1a700b0903101232p5fcccf36p7bade86c00bb4ff5@mail.gmail.com> <49B6C38C.30101@bitstatement.net> Message-ID: <1a700b0903101326s4198c9edr29c21fa82b21f13b@mail.gmail.com> Applying those queries fixed the issue where the attachments wouldn't load properly, so thanks everyone for your help. Everything works fine it seems, although I do get these errors: [Tue Mar 10 20:23:07 2009] [crit]: Apache2::RequestIO::rflush: (104) Connection reset by peer at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1035 (/usr/share/request-tracker3.8/libexec/webmux.pl:150) [Tue Mar 10 20:24:04 2009] [error]: Couldn't get principal for not loaded object (/usr/share/request-tracker3.8/lib/RT/User_Overlay.pm:1113) [Tue Mar 10 20:24:04 2009] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/usr/share/request-tracker3.8/lib/RT/Group_Overlay.pm:1031) They are seemingly random in occurrence; originally I thought that they happened after I opened a .jpg attachment, but then I opened it again and could not reproduce the error. Again, thanks everyone for your help with fixing the database, I really appreciate it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Tue Mar 10 16:46:19 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Wed, 11 Mar 2009 09:46:19 +1300 Subject: [rt-users] Notify requestors on priority change In-Reply-To: <22442629.post@talk.nabble.com> References: <22442629.post@talk.nabble.com> Message-ID: If you are the requestor then RT by default will not notify you as you completed the change. However if another user was the requestor then an email would be sent out. The way I tested this was to email from an external account, take ownership of the ticket and update the priority. This then triggered off the email. Also to get the new and or old values you should be able to use the below; New Value: {$Transaction->NewValue} Old Value: {$Transaction->OldValue} *Regards,* *Aaron Guise 027 212 6638 aaron at guise.net.nz * On Wed, Mar 11, 2009 at 9:25 AM, vxtrq wrote: > > Friends, > > I am an everyday user of RT, and while it takes some time to get used to > I've started to appreciate it's functionality, specially since learning > about scrips. I am, however, stuck at the moment. > > What I have is a queue, where I want the requestor to know (by e-mail) > whenever the priority of one of his/hers tickets change. To achieve this, I > set up the following scrip in the queue: > > Condition: On priority change > Action: Notify requestors > Template: myTemplate > Stage: TransactionCreate > > However, no mail is dispatched when I change priority on a ticket (note > that > I change priority, not Final Priority). I know that this is not a problem > with mailing or the template, since the above scrip works perfectly well if > I choose "Notify CCs" instead of "Notify Requestors", which I find really > strange. > > Another thing I'd like to achieve with this is within the template I use > with the above scrip. It looks like this as of now: > > "Ticket "{return $Ticket->Subject}" had its priority changed to {return > $Ticket->Priority;}." > > Which works fine, but it would be nice to also specify the PREVIOUS > priority, ie "[...]changed from priority 1 to 2". I am not very familiar > with Perl or RT's variables, but would this be achievable? > > I would be very thankful with any insight. > > Regards > Robert W > -- > View this message in context: > http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jim.Tambling at datatote.co.uk Tue Mar 10 16:48:48 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Tue, 10 Mar 2009 20:48:48 -0000 Subject: [rt-users] Shredder in 3.8.2 Message-ID: <72D9E13A8FC8994794D448E91198AE070133FBF2@mail.sys.internal> Hi Richard, I applied the permissions recursively and that appears to have fixed it. Many thanx, Jim -----Original Message----- From: Richard Foley [mailto:Richard.Foley at rfi.net] Sent: 09 March 2009 07:59 To: rt-users at lists.bestpractical.com Cc: Jim Tambling; rt-users at bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 Hi Jim, "Shredder needs a directory to write dumps to. Please check that you have /usr/local/rt/var/data/RT-Shredder and it is writable by your web server." Looks to me as though that should work: # ps -ef | grep apache ... www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k # ls -lR /usr/local/rt/var/data: ... drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder 1. Have you restarted your apache? 2. Have you tried being pedantic and checking each and every directory above there too? ls -d /usr ls -d /usr/local ls -d /usr/local/rt ls -d /usr/local/rt/var ls -d /usr/local/rt/var/data ls -d /usr/local/rt/var/data/RT_Shredder -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Sunday 08 March 2009 18:54:52 Jim Tambling wrote: > Hi again, > > > greyarea jim # ls -lR /usr/local/rt/var/data > /usr/local/rt/var/data: > total 4 > drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder > > /usr/local/rt/var/data/RT_Shredder: > total 0 > > > Thanks, Jim > > -----Original Message----- > From: Richard Foley [mailto:Richard.Foley at rfi.net] > Sent: 07 March 2009 08:44 > To: rt-users at bestpractical.com > Cc: Jim Tambling; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Shredder in 3.8.2 > > > It might help to use a couple of different commands, please try these > two: > > groups www-data > > ls -lR /usr/local/rt/var/data > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > On Friday 06 March 2009 17:46:50 Jim Tambling wrote: > > Hi, > > > > greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ > > total 0 > > greyarea jim # ps -ef | grep apache2 > > root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k > > start > > root 3898 11198 0 13:57 pts/7 00:00:00 tail -f > > /var/log/apache2/error.log > > root 5862 32163 0 12:36 pts/1 00:00:00 tail -f > > /var/log/apache2/error.log > > root 18192 935 0 14:33 pts/4 00:00:00 tail -F > > /var/log/apache2/error.log > > www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > > start > > www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k > > start > > www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k > > start > > www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > > start > > www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k > > start > > www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k > > start > > www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > > start > > www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k > > start > > www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k > > start > > root 31666 984 0 16:42 pts/2 00:00:00 grep apache2 > > > > -----Original Message----- > > From: Richard Foley [mailto:Richard.Foley at rfi.net] > > Sent: 06 March 2009 13:24 > > To: Jim Tambling > > Cc: rt-users at lists.bestpractical.com; rt-users at bestpractical.com > > Subject: Re: [rt-users] Shredder in 3.8.2 > > > > > > On Friday 06 March 2009 14:04:17 Jim Tambling wrote: > > > Hi > > > > > > I am trying to get shredder working, I have created the directory > > > and > > > made it writable by www-data but I still get an error; > > > > > > "Shredder needs a directory to write dumps to. Please check that > > > you have class="file-path">/usr/local/rt/var/data/RT-Shredder > > > and it is writable by your web server." > > > > > > Am I missing something? > > > > > Maybe www-data is the wrong user/group - please post the result of: > > > > ls -l /usr/local/rt/var/data/RT-Shredder > > > > and (for apache or httpd): > > > > ps -ef | grep httpd > > > > and the results of running the "groups" command against the RT > > "user", something _like_ this might do it: > > > > groups rtuser > > > > -- > > Richard Foley > > Ciao - shorter than aufwiedersehen > > > > http://www.rfi.net/ > > > > No virus found in this incoming message. > > Checked by AVG - www.avg.com > > Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: > > 03/06/09 07:20:00 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 gevans at hcc.net Tue Mar 10 16:07:40 2009 From: gevans at hcc.net (Greg Evans) Date: Tue, 10 Mar 2009 13:07:40 -0700 Subject: [rt-users] RSS and iCalendar Feeds? Bug? In-Reply-To: <49B699AD.4040509@illinois.edu> References: <49B699AD.4040509@illinois.edu> Message-ID: <631E8437-874A-44F6-9313-5FDEE8CAAAA7@hcc.net> Same thing here, iCal feeds don't work in iCal and I can't get the RSS working properly, I figure it is some misconfiguration on my end, but I dunno... On Mar 10, 2009, at 9:47 AM, John Arends wrote: > I sent a message about this last week but didn't get much of a reply. > I'm hoping with a more descriptive subject I can get some more > comments. > > I am very excited about the RSS feeds and iCalendar feeds in RT 3.8.x, > but I can't get them to work reliably?. Is anyone using them? If so, > which applications are you using? > > The RSS feeds work fine in FireFox, and the iCalendar feeds work > fine in > Sunbird. However, I can't get either of them to work in applications > our > users have. > > Outlook 2007 does not like the format of the RSS feeds, and I can't > get > either of them to work. > > For our Mac users, the iCalendar feeds do not work in iCal, and the > RSS > feeds do not work in Safari. > > I'm guessing the problem is mostly the format. Who is using the feeds? > > -- > John Arends > Network Analyst > College of ACES - ITCS > University of Illinois at Urbana-Champaign > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com Greg Evans gevans at hcc.net Hood Canal Communications (360) 898-2481 x212 From jhendrickson at zixcorp.com Tue Mar 10 18:19:57 2009 From: jhendrickson at zixcorp.com (James Hendrickson) Date: Tue, 10 Mar 2009 17:19:57 -0500 Subject: [rt-users] Custom Fields not showing up in email created tickets. In-Reply-To: <20090310195521.GU13289@it.is.rice.edu> References: <49B6C449.90107@lbl.gov> <20090310195521.GU13289@it.is.rice.edu> Message-ID: <0572388C3DF45C4DAF9C1FF8AC67F81804DE3CEA@MAILBOX.mrktg.zixadmin.com> I don't understand custom fields it seems. I have created two of them, they only appear as an editable field when directly creating a new ticket rather than having a new ticket opened via inbound email. If the user wants to edit the field after ticket creation they seem to have to click on "custom fields" and get taken to another page then click "save changes". What I wanted was to have the custom field as an option when replying to an email. That way my technicians can simply click on a drop down and select which product the email reply is in regards to. Can anyone point me in the right direction to make this happen? From jpierce at cambridgeenergyalliance.org Tue Mar 10 18:51:20 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Mar 2009 18:51:20 -0400 Subject: [rt-users] Custom Fields not showing up in email created tickets. In-Reply-To: <0572388C3DF45C4DAF9C1FF8AC67F81804DE3CEA@MAILBOX.mrktg.zixadmin.com> References: <49B6C449.90107@lbl.gov> <20090310195521.GU13289@it.is.rice.edu> <0572388C3DF45C4DAF9C1FF8AC67F81804DE3CEA@MAILBOX.mrktg.zixadmin.com> Message-ID: On Tue, Mar 10, 2009 at 18:19, James Hendrickson wrote: > > I don't understand custom fields it seems. I have created two of them, > they only appear as an editable field when directly creating a new > ticket rather than having a new ticket opened via inbound email. If the > user wants to edit the field after ticket creation they seem to have to > click on "custom fields" and get taken to another page then click "save > changes". Check the list archives, wiki, or RT book. 1) CFs are special, and require ACLs. 2) A normal email has no way of providing content for a CF. You can, however, patch Rt to permit this and other actions by email e.g; http://www.usit.uio.no/it/rt/modifications/ -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Tue Mar 10 18:59:57 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Mar 2009 18:59:57 -0400 Subject: [rt-users] Custom Fields not showing up in email created tickets. In-Reply-To: References: <49B6C449.90107@lbl.gov> <20090310195521.GU13289@it.is.rice.edu> <0572388C3DF45C4DAF9C1FF8AC67F81804DE3CEA@MAILBOX.mrktg.zixadmin.com> Message-ID: This is the current blessed incarnation though: http://search.cpan.org/dist/RT-Extension-CommandByMail/ -- Cambridge Energy Alliance: Save money. Save the planet. From mcdonald at triumf.ca Tue Mar 10 19:00:46 2009 From: mcdonald at triumf.ca (Steven McDonald) Date: Tue, 10 Mar 2009 16:00:46 -0700 Subject: [rt-users] Email and LDAP authentication problems or rather issues Message-ID: <49B6F11E.7020809@triumf.ca> Hi We are currently running an instance of RT 3.8.1. It has been setup to use LDAP for its authentications. For the most part people are instructed to use the web interface to submit tickets. However some people would prefer to use email, in addition to the web. This has been discouraged. The problem is the following, through the web interface users are authenticated against an LDAP server based on their username. However, if that same user attempts to send a request via email and they have changed the "reply-to" address in their local mail program, RT creates another account based on that email address. For example our LDAP is setup so that people can have two mail address, one is based on their "username" which is also the username RT uses to authenticate, the other is based on the standard firstname.lastname So in my case our LDAP DB has the following entries for uid=mcdonald mail: mcdonald at triumf.ca mail:steven.mcdonald at triumf.ca username "mcdonald" is used for authentication access to RT But if I happen to change my reply-to address from mcdonald at triumf.ca to steven.mcdonald at triumf.ca in my local mail program any request I send to RT via email will create a new user based on this email address, Is there any module or mechanism that can check that an email that comes in of the form steven.mcdonald at triumf.ca checks that there is already a user in the LDAP with this first and last name and associate this ticket with that user. I realize many people may have the same first and last names, but it could also check if the domain portions of the email are also the same. Thanks Steve From adamtingle at gmail.com Tue Mar 10 22:23:05 2009 From: adamtingle at gmail.com (Adam Tingle) Date: Tue, 10 Mar 2009 22:23:05 -0400 Subject: [rt-users] OnCreateAutoReplyException using the To: address? Message-ID: I used the code from the wiki page at http://wiki.bestpractical.com/view/OnCreateAutoReplyException to stop Auto Replies from a list of addresses. This works great as it stops autoreplies to certain requestors. Now, I'd like to do something something similar, but checking the To: address instead of the Requestor (From: or Reply-To:) address. The reason being, there are a number of email groups already set up that blast messages to entire groups, departments and even the dreaded 'All Email Users' list. This ends up creating half a dozen new tickets for a single message sent to a group which includes the RT queue addresses. Ideally, I'd like to catch a message being sent to allusers at domain.com and delete the ticket right from the Autoreply scrip, but for now I'm just trying to get it to not reply. I borrowed some code from another wiki page ( http://wiki.bestpractical.com/view/AutomaticCustomFieldValue) that looks like it does something similar (under CF values based on incoming To: address), but it doesn't seem to work for me: On Create Autoreply to Requestors: use template autoreply Custom condition: ### my @exceptionList = ('allemailusers at domain.com', 'mailer-daemon at rt.domain.com', 'postmaster at rt.domain.com'); my $transactionType = $self->TransactionObj->Type; my $ticketRequestor = lc($self->TicketObj->RequestorAddresses); my $to = lc($self->TicketObj->Transactions->First->Attachments->First->GetHeader("To")); if ($transactionType eq 'Create') { return if grep { $ticketRequestor eq lc($_) } @exceptionList; return if grep { $to eq lc($_) } @exceptionList; return 1; } return; ### If anyone has any ideas on how to go about this, it would be much appreciated. - Adam -------------- next part -------------- An HTML attachment was scrubbed... URL: From rob.wib at gmail.com Wed Mar 11 04:42:18 2009 From: rob.wib at gmail.com (vxtrq) Date: Wed, 11 Mar 2009 01:42:18 -0700 (PDT) Subject: [rt-users] Notify requestors on priority change In-Reply-To: References: <22442629.post@talk.nabble.com> Message-ID: <22450760.post@talk.nabble.com> Aaron Guise wrote: > > If you are the requestor then RT by default will not notify you as you > completed the change. However if another user was the requestor then an > email would be sent out. The way I tested this was to email from an > external account, take ownership of the ticket and update the priority. > This then triggered off the email. > Thank you for your input Aaron. Well, it seems pretty reasonable, and I will try it later. I'll let someone else make a ticket as requestor, and then I'll change the priority. Aaron Guise wrote: > > Also to get the new and or old values you should be able to use the below; > New Value: {$Transaction->NewValue} > Old Value: {$Transaction->OldValue} > Thank you very much, that did it! Regards Robert W On Wed, Mar 11, 2009 at 9:25 AM, vxtrq wrote: > > Friends, > > I am an everyday user of RT, and while it takes some time to get used to > I've started to appreciate it's functionality, specially since learning > about scrips. I am, however, stuck at the moment. > > What I have is a queue, where I want the requestor to know (by e-mail) > whenever the priority of one of his/hers tickets change. To achieve this, > I > set up the following scrip in the queue: > > Condition: On priority change > Action: Notify requestors > Template: myTemplate > Stage: TransactionCreate > > However, no mail is dispatched when I change priority on a ticket (note > that > I change priority, not Final Priority). I know that this is not a problem > with mailing or the template, since the above scrip works perfectly well > if > I choose "Notify CCs" instead of "Notify Requestors", which I find really > strange. > > Another thing I'd like to achieve with this is within the template I use > with the above scrip. It looks like this as of now: > > "Ticket "{return $Ticket->Subject}" had its priority changed to {return > $Ticket->Priority;}." > > Which works fine, but it would be nice to also specify the PREVIOUS > priority, ie "[...]changed from priority 1 to 2". I am not very familiar > with Perl or RT's variables, but would this be achievable? > > I would be very thankful with any insight. > > Regards > Robert W > -- > View this message in context: > http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22450760.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From tut at nhamon.com.ua Wed Mar 11 05:30:10 2009 From: tut at nhamon.com.ua (Artem Naluzhnyy) Date: Wed, 11 Mar 2009 11:30:10 +0200 Subject: [rt-users] __CurrentUserEmail__ in 3.8.2 Message-ID: <65dfa4fc0903110230h68eac150w37ed374b0a86e61d@mail.gmail.com> Hi, What is the proper way to implement __CurrentUserEmail__ to see tickets I requested on RT at a glance in 3.8.2? -- Artem Naluzhnyy From mike.peachey at jennic.com Wed Mar 11 06:01:08 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 11 Mar 2009 10:01:08 +0000 Subject: [rt-users] Email and LDAP authentication problems or rather issues In-Reply-To: <49B6F11E.7020809@triumf.ca> References: <49B6F11E.7020809@triumf.ca> Message-ID: <49B78BE4.3080209@jennic.com> Steven McDonald wrote: > Hi > > We are currently running an instance of RT 3.8.1. It has been setup > to use LDAP for its authentications. For the most part people are > instructed to use the web interface to submit tickets. However some > people would prefer to use email, in addition to the web. This has been > discouraged. It is being worked on for the next release of ExternalAuth, however at the moment, the only available system is to have everyone log in once to create their account in RT, and then ensure they always send e-mail to RT from the e-mail address associated with that account. -- 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 mcdonald at triumf.ca Wed Mar 11 08:43:00 2009 From: mcdonald at triumf.ca (Steven McDonald) Date: Wed, 11 Mar 2009 05:43:00 -0700 Subject: [rt-users] Email and LDAP authentication problems or rather issues In-Reply-To: <49B78BE4.3080209@jennic.com> References: <49B6F11E.7020809@triumf.ca> <49B78BE4.3080209@jennic.com> Message-ID: <49B7B1D4.5070600@triumf.ca> Mike Peachey wrote: > Steven McDonald wrote: > >> Hi >> >> We are currently running an instance of RT 3.8.1. It has been setup >> to use LDAP for its authentications. For the most part people are >> instructed to use the web interface to submit tickets. However some >> people would prefer to use email, in addition to the web. This has been >> discouraged. >> > > It is being worked on for the next release of ExternalAuth, however at > the moment, the only available system is to have everyone log in once to > create their account in RT, and then ensure they always send e-mail to > RT from the e-mail address associated with that account. > > Hi Mike Thanks that would be useful to us. We also discovered the module AutoCreateAndCanonicalizeUserInfo which looks like it was created to solve this problem against an Active Directory. We are looking to see if we can make use of this to solve our issue. Thanks for your comments Steve From mike.peachey at jennic.com Wed Mar 11 08:48:08 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 11 Mar 2009 12:48:08 +0000 Subject: [rt-users] Email and LDAP authentication problems or rather issues In-Reply-To: <49B7B1D4.5070600@triumf.ca> References: <49B6F11E.7020809@triumf.ca> <49B78BE4.3080209@jennic.com> <49B7B1D4.5070600@triumf.ca> Message-ID: <49B7B308.5000005@jennic.com> Steven McDonald wrote: > Mike Peachey wrote: >> Steven McDonald wrote: > Hi Mike > > Thanks that would be useful to us. We also discovered the module > AutoCreateAndCanonicalizeUserInfo which looks like it was created to > solve this problem against an Active Directory. We are looking to see if > we can make use of this to solve our issue. > You may well be able to. It is the same basic functionality that will be integrated into ExternalAuth, but in a different way. The main issue is the LoadByEmail bit. Currently EA doesn't overlay any of the e-mail stuff and so e-mail only works for accounts that already exist in RT. Good luck. -- 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 mcdonald at triumf.ca Wed Mar 11 08:57:36 2009 From: mcdonald at triumf.ca (Steven McDonald) Date: Wed, 11 Mar 2009 05:57:36 -0700 Subject: [rt-users] Email and LDAP authentication problems or rather issues In-Reply-To: <49B7B308.5000005@jennic.com> References: <49B6F11E.7020809@triumf.ca> <49B78BE4.3080209@jennic.com> <49B7B1D4.5070600@triumf.ca> <49B7B308.5000005@jennic.com> Message-ID: <49B7B540.7090804@triumf.ca> Mike Peachey wrote: > Steven McDonald wrote: > >> Mike Peachey wrote: >> >>> Steven McDonald wrote: >>> >> Hi Mike >> >> Thanks that would be useful to us. We also discovered the module >> AutoCreateAndCanonicalizeUserInfo which looks like it was created to >> solve this problem against an Active Directory. We are looking to see if >> we can make use of this to solve our issue. >> >> > > You may well be able to. It is the same basic functionality that will be > integrated into ExternalAuth, but in a different way. The main issue is > the LoadByEmail bit. Currently EA doesn't overlay any of the e-mail > stuff and so e-mail only works for accounts that already exist in RT. > > Good luck. > > Thanks Do you have some idea when this addition to ExternalAuth might be available? If you have an Alpha or Beta module we could test it against our LDAP on a development instance of RT Steve From mike.peachey at jennic.com Wed Mar 11 09:07:19 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Wed, 11 Mar 2009 13:07:19 +0000 Subject: [rt-users] Email and LDAP authentication problems or rather issues In-Reply-To: <49B7B540.7090804@triumf.ca> References: <49B6F11E.7020809@triumf.ca> <49B78BE4.3080209@jennic.com> <49B7B1D4.5070600@triumf.ca> <49B7B308.5000005@jennic.com> <49B7B540.7090804@triumf.ca> Message-ID: <49B7B787.3010805@jennic.com> Steven McDonald wrote: > Do you have some idea when this addition to ExternalAuth might be > available? If you have an Alpha or Beta module we could test it against > our LDAP on a development instance of RT > > Steve Fraid not.. I'm very busy at work and home at the moment and haven't got to it yet. I will mail the list when there's something to test. -- 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 juliano at feq.unicamp.br Wed Mar 11 09:31:01 2009 From: juliano at feq.unicamp.br (Juliano Medeiros Coimbra) Date: Wed, 11 Mar 2009 10:31:01 -0300 Subject: [rt-users] no root/password - first login problem Message-ID: <49B7BD15.90901@feq.unicamp.br> Hello. I have a Fedora 7, Apache 2 and MySQL and RT3-3.6.3. I installed RT via yum and followed http://wiki.bestpractical.com/view/FedoraCore7InstallGuide. Then I configured /etc/rt3/RT_SiteConfig.pm. When I try http:///rt3 and the browser shows my login page and I can't do the first login with root/password. I did the init-drop-init database command lots of times, but still with this problem. This is the last try with database comand before I write to this list: [root at xxx rt3]# /usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database line 192. 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...10.(Error: Password needs to be at least 666666 characters long)0.done. Creating queues...1.2.done. Creating ACL...2.[Tue Mar 10 16:11:49 2009] [crit]: 1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/ACE_Overlay.pm:907) [Tue Mar 10 16:11:49 2009] [crit]: Can't load a principal for id (/usr/lib/perl5/vendor_perl/5.8.8/RT/ACE_Overlay.pm:908) 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. I already tried the MySQL's root user and password in RT_SiteConfig.pm, but nothing new happened. Thanks in advance for any help! -------------- next part -------------- A non-text attachment was scrubbed... Name: juliano.vcf Type: text/x-vcard Size: 385 bytes Desc: not available URL: From cassandra at bestpractical.com Wed Mar 11 10:57:39 2009 From: cassandra at bestpractical.com (Cassandra Phillips-Sears) Date: Wed, 11 Mar 2009 10:57:39 -0400 Subject: [rt-users] Adding stuff to the RT wiki In-Reply-To: <8fae230c0903101304r224b0790j39d1f40d7378f8a8@mail.gmail.com> References: <49B6C449.90107@lbl.gov> <20090310195521.GU13289@it.is.rice.edu> <8fae230c0903101304r224b0790j39d1f40d7378f8a8@mail.gmail.com> Message-ID: <3B08FACD-4B81-415A-B4A8-BCA427438817@bestpractical.com> On Mar 10, 2009, at 4:04 PM 3/10/09, Rob Munsch wrote: > > As you can see from some of the update history, my method for adding > things to the wiki was to look up the > http://wiki.bestpractical.com/view/KwikiFormattingRules listed at the > bottom, then made my edits, saved, looked askance at my formatting > errors, edited it again, saved it again, lather rinse repeat until it > looked right. The only risk i can see is that you show up several > times in a row in the edit history, revealing our lack of wik-fu to > all. Hi, all. I used Rob's method as well when I recently added the RTTutorials page, not really being too familiar with any wiki conventions. It worked well for me. Ken, I added a link to an explanation of CamelCase to the UpdateTheWiki page in case you are interested. http://wiki.bestpractical.com/view/UpdateTheWiki -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com RT Training Classes! April 27 & 28 2009 - Boston, MA -------------- next part -------------- An HTML attachment was scrubbed... URL: From tut at nhamon.com.ua Wed Mar 11 10:54:49 2009 From: tut at nhamon.com.ua (Artem Naluzhnyy) Date: Wed, 11 Mar 2009 16:54:49 +0200 Subject: [rt-users] Unable to add saved search to default RT at a glance layout Message-ID: <65dfa4fc0903110754n3989a35ep56eb1616a508e7a3@mail.gmail.com> Hi, When I add saved search with "RT system's saved searches" privacy as a superuser to default RT at a glance layout I can not see it there. Moreover if I try to modify the search options on "/Prefs/Search.html?name=RT%3A%3AAttribute-58" page I receive empty page with footer

only. There are no errors in the log. It works if I change privacy option for the saved search to some group's one and add it to the RT at a glance page in my own preferences. But the goal is to change default layout for all users. Bug/feature? -- Artem Naluzhnyy From AdamSmith at venda.com Wed Mar 11 11:11:57 2009 From: AdamSmith at venda.com (Adam Smith) Date: Wed, 11 Mar 2009 15:11:57 +0000 Subject: [rt-users] Reporting Plugins Message-ID: <0BB39341-4236-4A96-8CBE-29042D942E93@venda.com> Hi folks, I'm trying to find a plugin (or a method) for RT which will help me report on my staff activity. At the moment I am searching for a username and sorting by LastUpdated, but this only shows me the tickets that this user updated last. If they work on tickets that get updated by someone else, I'm unable to see this through a query. Are there any reporting plugins or similar that I can use to break down a single user's activity in RT, transaction by transaction or something similar? Ideally I'd be after something that can give me a "timeline" of a user throughout a given day. -- Adam Smith Platform Operations Team Leader Venda, Ltd. AdamSmith at venda.com From mike at ethos-is.com Wed Mar 11 12:02:04 2009 From: mike at ethos-is.com (Michael O' Neill) Date: Wed, 11 Mar 2009 16:02:04 -0000 Subject: [rt-users] RT-Users Digest, Vol 60, Issue 43 References: Message-ID: <87A417CC17675A4A98C4173D394659D402E8520A@HMMAIL.harbinson-mulholland.local> Hello, Can anyone give me some syntax for the Custom Field Include Page. My understanding is that we can have a page loaded that users can select options from, is that right. Thanks Our ethos: protecting the future of your business This is an e-mail from Ethos Information Solutions Limited and is intended only for the addressee named above. The contents of this message should not be disclosed to any other person nor copies taken or forwarded without written permission. Any views or opinions presented are solely those of the sender and do not necessarily represent the views of Ethos Information Solutions Limited. We do not accept any responsibility for the contents of this message and although this message has been scanned for viruses prior to transmission we would recommend that you check before opening any attachments as we cannot accept liability for any damage sustained as a result of any software viruses. Please notify the sender immediately if you have received this e-mail by mistake and delete it from your systems, or report it to our support database at support at ethos-is.net For more information about the services we provide please visit our web site at http://www.ethos-is.com From mhoover at thectogroup.com Wed Mar 11 13:40:39 2009 From: mhoover at thectogroup.com (Matt Hoover) Date: Wed, 11 Mar 2009 10:40:39 -0700 Subject: [rt-users] Squelching users Message-ID: <996ab0890903111040n180cd4a3ne9ae298168002ada@mail.gmail.com> This may be a simple fix, but can I setup RT not to globally "squelch" the user when checking their box on the reply. I only want it to not send to those individuals for that transaction only... Thanks! Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Mar 11 13:43:20 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 11 Mar 2009 13:43:20 -0400 Subject: [rt-users] Squelching users In-Reply-To: <996ab0890903111040n180cd4a3ne9ae298168002ada@mail.gmail.com> References: <996ab0890903111040n180cd4a3ne9ae298168002ada@mail.gmail.com> Message-ID: On Wed, Mar 11, 2009 at 13:40, Matt Hoover wrote: > This may be a simple fix, but can I setup RT not to globally "squelch" the > user when checking their box on the reply.? I only want it to not send to > those individuals for that transaction only...? Thanks! To the best of my knowledge, no. If you look, that box is a completely separate form. You have to remove recipients, send the message, and then add them back... -- Cambridge Energy Alliance: Save money. Save the planet. From KFCrocker at lbl.gov Wed Mar 11 14:00:10 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 11 Mar 2009 11:00:10 -0700 Subject: [rt-users] Adding stuff to the RT wiki In-Reply-To: <3B08FACD-4B81-415A-B4A8-BCA427438817@bestpractical.com> References: <49B6C449.90107@lbl.gov> <20090310195521.GU13289@it.is.rice.edu> <8fae230c0903101304r224b0790j39d1f40d7378f8a8@mail.gmail.com> <3B08FACD-4B81-415A-B4A8-BCA427438817@bestpractical.com> Message-ID: <49B7FC2A.8070802@lbl.gov> Cassandra, Thanks. I DID get my contributions to the wiki. However, they look like CRAP! I used cut & Paste and the document text is all over the place. no line delimiters at all. I want people to be able to read what I contributed, not go blind (ha!). I'm up for any help in making the stuff readable. Kenn LBNL On 3/11/2009 7:57 AM, Cassandra Phillips-Sears wrote: > On Mar 10, 2009, at 4:04 PM 3/10/09, Rob Munsch wrote: >> >> As you can see from some of the update history, my method for adding >> things to the wiki was to look up the >> http://wiki.bestpractical.com/view/KwikiFormattingRules listed at the >> bottom, then made my edits, saved, looked askance at my formatting >> errors, edited it again, saved it again, lather rinse repeat until it >> looked right. The only risk i can see is that you show up several >> times in a row in the edit history, revealing our lack of wik-fu to >> all. > > Hi, all. > > I used Rob's method as well when I recently added the RTTutorials page, > not really being too familiar with any wiki conventions. It worked well > for me. > > Ken, I added a link to an explanation of CamelCase to the UpdateTheWiki > page in case you are > interested. http://wiki.bestpractical.com/view/UpdateTheWiki > > > -- > Cassandra Phillips-Sears > Office Manager > Best Practical Solutions, LLC > http://www.bestpractical.com > > RT Training Classes! > April 27 & 28 2009 - Boston, MA > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rtusers-20090205 at billmail.scconsult.com Wed Mar 11 14:02:15 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Wed, 11 Mar 2009 14:02:15 -0400 Subject: [rt-users] Email delay on ticket creation In-Reply-To: References: Message-ID: <49B7FCA7.6020600@billmail.scconsult.com> Derek Cunningham wrote, On 3/10/09 10:54 AM: > Hi > If I have gone about posting my question the wrong way please let me know. > Should I add my RT_SiteConfig.pm file in addition to these logs? The > autoreply goes out right away, but I'm getting a lengthy delay on only the > admincc messages, and only sometimes when a user submits a new request by > email. It doesn't seem to matter who the user is. If anybody sees anything > helpful in my log entries please tell me. If I should be including info > from another log, please tell me. I would have suspected a postfix config > problem, but I'm suspecting my RT config because this only happens during > the condition that a user submits a new request via email. It's not primarily RT, it's primarily Postfix. > I am using RT 3.8.1 on Mac OSX (10.4), postfix/sendmail to relay to our main > email server with SMTP. RT is working great except for these email delays. The mail subsystem for MacOS X 10.4 in its default configuration has a tendency to have this sort of trouble, particularly when connectivity is intermittent or mail is being sent to systems that use "greylisting" for spam control. Messages that are not delivered on the first try will typically sit around until the next new mail submission, and in some cases will not be tried immediately because of how Postfix compartmentalizes operations. This can be fixed in your Postfix config, which presumably you've already adjusted somewhat to make the system accept mail. Look at the pickup, qmgr, and flush lines in master.cf and give them reasonable wakeup times. You also could set up a scheduled queue run via cron or launchd if you are not comfortable adjusting the Postfix config. > Another recent sample: > From /var/log/mail.log I'll comment a bit in the hope that it will be enlightening... > Mar 10 07:45:45 rt3-curis-com postfix/smtpd[215]: connect from > [mailserver].curis.com[10.2.0.20] > Mar 10 07:45:47 rt3-curis-com postfix/smtpd[215]: 1C89B8436A: > client=[mailserver].curis.com[10.2.0.20] > Mar 10 07:45:47 rt3-curis-com postfix/cleanup[218]: 1C89B8436A: > message-id= > Mar 10 07:45:47 rt3-curis-com postfix/smtpd[215]: disconnect from > [mailserver].curis.com[10.2.0.20] > Mar 10 07:45:47 rt3-curis-com postfix/qmgr[219]: 1C89B8436A: > from=<[requestor]@curis.com>, size=896, nrcpt=1 (queue active) So, message 1C89B8436A comes in and gets queued. But it doesn't get delivered until 9 seconds later when an outgoing message wakes up Postfix: > Mar 10 07:45:54 rt3-curis-com postfix/pickup[214]: 2A4DE8438B: uid=70 > from= > Mar 10 07:45:54 rt3-curis-com postfix/cleanup[218]: 2A4DE8438B: > message-id= > Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 2A4DE8438B: > from=, size=1655, nrcpt=1 (queue active) > Mar 10 07:45:54 rt3-curis-com postfix/smtp[225]: 2A4DE8438B: > to=<[requestor]@curis.com>, relay=[mailserver].curis.com[10.2.0.20], > delay=0, status=sent (250 2.0.0 49b652f2-000b3322 Message accepted for > delivery) > Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 2A4DE8438B: removed Message 2A4DE8438B makes it out immediately > Mar 10 07:45:54 rt3-curis-com postfix/local[220]: 1C89B8436A: > to=, relay=local, delay=9, status=sent (delivered > to command: /opt/rt3/bin/rt-mailgate --queue facilities --action correspond > --url http://localhost/rt) > Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 1C89B8436A: removed And finally 1C89B8436A gets delivered locally, because the outbound mail woke up Postfix, which found it waiting for its first delivery attempt. Now the bad case: > Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 6D778843F4: uid=70 > from= > Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 6D778843F4: > message-id= > Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: > from=, size=998, nrcpt=1 (queue active) > Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 7C66B843F5: uid=70 > from= > Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 7C66B843F5: > message-id= > Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: > from=, size=1232, nrcpt=3 (queue active) > Mar 10 08:56:51 rt3-curis-com postfix/smtp[234]: 6D778843F4: > to=, relay=[mailserver].curis.com[10.2.0.20], delay=0, > status=sent (250 2.0.0 49b66393-000b34c3 Message accepted for delivery) > Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: > to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, > status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) > Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: > to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, > status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) > Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: > to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, > status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) > Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: removed > Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: removed Here, 6D778843F4 wakes up Postfix to the presence of 7C66B843F5, whose message-id and delay value point at it having been submitted 71 minutes earlier with 2A4DE8438B. > And from /var/log/httpd/error.log Which seems to be 4 hours ahead... UTC vs EDT? I wouldn't expect to see that discrepancy on MacOS X... > [Tue Mar 10 11:45:54 2009] [info]: > #30085/1657 - Scrip 3 On > Create Autoreply To Requestors > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) > [Tue Mar 10 11:45:54 2009] [info]: > sent To: mborek at curis.com > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) > [Tue Mar 10 11:45:54 2009] [info]: > #30085/1657 - Scrip 4 On > Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) > [Tue Mar 10 11:45:54 2009] [info]: > sent Bcc: dens at curis.com, > derek at curis.com, rcurran at curis.com > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) And that answers the "why?" question. RT is sending that message with Bcc's (normal) which resulted in it not being ready for pickup back when 2A4DE8438B went out. > [Tue Mar 10 11:45:54 2009] [info]: Ticket 30085 created in queue > 'Facilities' by mborek at curis.com > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) > [Tue Mar 10 12:56:13 2009] [info]: Successful login for dens from 10.2.2.9 > (/opt/rt3/share/html/autohandler:273) > [Tue Mar 10 12:56:51 2009] [info]: > #30085/1660 - Scrip 2 On > Owner Change Notify Owner (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) > [Tue Mar 10 12:56:51 2009] [info]: > sent To: dens at curis.com > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) > > > My RT_SiteConfig.PM > > Set($rtname, "curis.com"); > Set($Organization, "curis.com"); > Set($WebBaseURL, "http://rt3.curis.com"); > Set($OwnerEmail , 'derek at curis.com'); > Set($CanonicalizeEmailAddressMatch , '@rt3\.curis\.com$'); > Set($CanonicalizeEmailAddressReplace , '@curis.com'); > Set($WebPath, "/rt"); > Set($CorrespondAddress, 'correspond at curis.com'); > Set($CommentAddress , 'comment at curis.com'); > Set($SendmailPath, "/usr/sbin/sendmail"); > Set($MessageBoxWrap, "SOFT"); > Set($UseFriendlyToLine, 0); > Set($NotifyActor, 1); > Set($MessageBoxRichText, 0); > Set($SMTPDebug, 1); > Set($MyTicketsLength, 30); > Set($DefaultSummaryRows, 30); > You *MIGHT* be able to get better behavior by adjusting the mail parameters that RT is using. The defaults are reasonable for Real Sendmail and for the sendmail compatibility interface of Postfix as Postfix is commonly configured on many Linux and *BSD systems, but it is really not suited for the modified (and somewhat old) Postfix that Apple ships on MacOS X with a desktop-oriented configuration. You might find that using 'sendmail' instead of 'sendmailpipe' for $MailCommand and adjusting $SendmailArguments (no -t) makes the whole issue vanish. From jpierce at cambridgeenergyalliance.org Wed Mar 11 14:03:11 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 11 Mar 2009 14:03:11 -0400 Subject: [rt-users] Adding stuff to the RT wiki In-Reply-To: <49B7FC2A.8070802@lbl.gov> References: <49B6C449.90107@lbl.gov> <20090310195521.GU13289@it.is.rice.edu> <8fae230c0903101304r224b0790j39d1f40d7378f8a8@mail.gmail.com> <3B08FACD-4B81-415A-B4A8-BCA427438817@bestpractical.com> <49B7FC2A.8070802@lbl.gov> Message-ID: > ? ? ? ?Thanks. I DID get my contributions to the wiki. However, they look like > CRAP! I used cut & Paste and the document text is all over the place. no > line delimiters at all. I want people to be able to read what I > contributed, not go blind (ha!). I'm up for any help in making the stuff > readable. Please read the aforementioned formatting page. I cleaned up recently and it should be fairly straight-forward (and accurate). Newlines don't mean what you think they mean; they don't mean nothing, only double-newlines mean anything. You probably want to indent content as code. -- Cambridge Energy Alliance: Save money. Save the planet. From ktm at rice.edu Wed Mar 11 14:27:22 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 11 Mar 2009 13:27:22 -0500 Subject: [rt-users] Email delay on ticket creation In-Reply-To: <49B7FCA7.6020600@billmail.scconsult.com> References: <49B7FCA7.6020600@billmail.scconsult.com> Message-ID: <20090311182722.GZ13289@it.is.rice.edu> On Wed, Mar 11, 2009 at 02:02:15PM -0400, Bill Cole wrote: > Derek Cunningham wrote, On 3/10/09 10:54 AM: > > Hi > > If I have gone about posting my question the wrong way please let me know. > > Should I add my RT_SiteConfig.pm file in addition to these logs? The > > autoreply goes out right away, but I'm getting a lengthy delay on only the > > admincc messages, and only sometimes when a user submits a new request by > > email. It doesn't seem to matter who the user is. If anybody sees anything > > helpful in my log entries please tell me. If I should be including info > > from another log, please tell me. I would have suspected a postfix config > > problem, but I'm suspecting my RT config because this only happens during > > the condition that a user submits a new request via email. > > It's not primarily RT, it's primarily Postfix. > > > I am using RT 3.8.1 on Mac OSX (10.4), postfix/sendmail to relay to our main > > email server with SMTP. RT is working great except for these email delays. > > The mail subsystem for MacOS X 10.4 in its default configuration has a > tendency to have this sort of trouble, particularly when connectivity is > intermittent or mail is being sent to systems that use "greylisting" for > spam control. Messages that are not delivered on the first try will > typically sit around until the next new mail submission, and in some cases > will not be tried immediately because of how Postfix compartmentalizes > operations. This can be fixed in your Postfix config, which presumably > you've already adjusted somewhat to make the system accept mail. Look at the > pickup, qmgr, and flush lines in master.cf and give them reasonable wakeup > times. You also could set up a scheduled queue run via cron or launchd if > you are not comfortable adjusting the Postfix config. > > > > Another recent sample: > > From /var/log/mail.log > > I'll comment a bit in the hope that it will be enlightening... > > > Mar 10 07:45:45 rt3-curis-com postfix/smtpd[215]: connect from > > [mailserver].curis.com[10.2.0.20] > > Mar 10 07:45:47 rt3-curis-com postfix/smtpd[215]: 1C89B8436A: > > client=[mailserver].curis.com[10.2.0.20] > > Mar 10 07:45:47 rt3-curis-com postfix/cleanup[218]: 1C89B8436A: > > message-id= > > Mar 10 07:45:47 rt3-curis-com postfix/smtpd[215]: disconnect from > > [mailserver].curis.com[10.2.0.20] > > Mar 10 07:45:47 rt3-curis-com postfix/qmgr[219]: 1C89B8436A: > > from=<[requestor]@curis.com>, size=896, nrcpt=1 (queue active) > > So, message 1C89B8436A comes in and gets queued. > > But it doesn't get delivered until 9 seconds later when an outgoing message > wakes up Postfix: > > > Mar 10 07:45:54 rt3-curis-com postfix/pickup[214]: 2A4DE8438B: uid=70 > > from= > > Mar 10 07:45:54 rt3-curis-com postfix/cleanup[218]: 2A4DE8438B: > > message-id= > > Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 2A4DE8438B: > > from=, size=1655, nrcpt=1 (queue active) > > Mar 10 07:45:54 rt3-curis-com postfix/smtp[225]: 2A4DE8438B: > > to=<[requestor]@curis.com>, relay=[mailserver].curis.com[10.2.0.20], > > delay=0, status=sent (250 2.0.0 49b652f2-000b3322 Message accepted for > > delivery) > > Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 2A4DE8438B: removed > > Message 2A4DE8438B makes it out immediately > > > Mar 10 07:45:54 rt3-curis-com postfix/local[220]: 1C89B8436A: > > to=, relay=local, delay=9, status=sent (delivered > > to command: /opt/rt3/bin/rt-mailgate --queue facilities --action correspond > > --url http://localhost/rt) > > Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 1C89B8436A: removed > > And finally 1C89B8436A gets delivered locally, because the outbound mail > woke up Postfix, which found it waiting for its first delivery attempt. > > Now the bad case: > > > Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 6D778843F4: uid=70 > > from= > > Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 6D778843F4: > > message-id= > > Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: > > from=, size=998, nrcpt=1 (queue active) > > Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 7C66B843F5: uid=70 > > from= > > Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 7C66B843F5: > > message-id= > > Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: > > from=, size=1232, nrcpt=3 (queue active) > > Mar 10 08:56:51 rt3-curis-com postfix/smtp[234]: 6D778843F4: > > to=, relay=[mailserver].curis.com[10.2.0.20], delay=0, > > status=sent (250 2.0.0 49b66393-000b34c3 Message accepted for delivery) > > Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: > > to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, > > status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) > > Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: > > to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, > > status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) > > Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: > > to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, > > status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) > > Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: removed > > Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: removed > > Here, 6D778843F4 wakes up Postfix to the presence of 7C66B843F5, whose > message-id and delay value point at it having been submitted 71 minutes > earlier with 2A4DE8438B. > > > > And from /var/log/httpd/error.log > > Which seems to be 4 hours ahead... UTC vs EDT? I wouldn't expect to see that > discrepancy on MacOS X... > > > [Tue Mar 10 11:45:54 2009] [info]: > > #30085/1657 - Scrip 3 On > > Create Autoreply To Requestors > > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) > > [Tue Mar 10 11:45:54 2009] [info]: > > sent To: mborek at curis.com > > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) > > [Tue Mar 10 11:45:54 2009] [info]: > > #30085/1657 - Scrip 4 On > > Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) > > [Tue Mar 10 11:45:54 2009] [info]: > > sent Bcc: dens at curis.com, > > derek at curis.com, rcurran at curis.com > > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) > > And that answers the "why?" question. RT is sending that message with Bcc's > (normal) which resulted in it not being ready for pickup back when > 2A4DE8438B went out. > > > [Tue Mar 10 11:45:54 2009] [info]: Ticket 30085 created in queue > > 'Facilities' by mborek at curis.com > > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) > > [Tue Mar 10 12:56:13 2009] [info]: Successful login for dens from 10.2.2.9 > > (/opt/rt3/share/html/autohandler:273) > > [Tue Mar 10 12:56:51 2009] [info]: > > #30085/1660 - Scrip 2 On > > Owner Change Notify Owner (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) > > [Tue Mar 10 12:56:51 2009] [info]: > > sent To: dens at curis.com > > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) > > > > > > My RT_SiteConfig.PM > > > > Set($rtname, "curis.com"); > > Set($Organization, "curis.com"); > > Set($WebBaseURL, "http://rt3.curis.com"); > > Set($OwnerEmail , 'derek at curis.com'); > > Set($CanonicalizeEmailAddressMatch , '@rt3\.curis\.com$'); > > Set($CanonicalizeEmailAddressReplace , '@curis.com'); > > Set($WebPath, "/rt"); > > Set($CorrespondAddress, 'correspond at curis.com'); > > Set($CommentAddress , 'comment at curis.com'); > > Set($SendmailPath, "/usr/sbin/sendmail"); > > Set($MessageBoxWrap, "SOFT"); > > Set($UseFriendlyToLine, 0); > > Set($NotifyActor, 1); > > Set($MessageBoxRichText, 0); > > Set($SMTPDebug, 1); > > Set($MyTicketsLength, 30); > > Set($DefaultSummaryRows, 30); > > > > You *MIGHT* be able to get better behavior by adjusting the mail parameters > that RT is using. The defaults are reasonable for Real Sendmail and for the > sendmail compatibility interface of Postfix as Postfix is commonly > configured on many Linux and *BSD systems, but it is really not suited for > the modified (and somewhat old) Postfix that Apple ships on MacOS X with a > desktop-oriented configuration. You might find that using 'sendmail' instead > of 'sendmailpipe' for $MailCommand and adjusting $SendmailArguments (no -t) > makes the whole issue vanish. > We have been using RT since 3.2 with postfix versions 1.x and later and this sort of problem speaks to a misconfiguration of the postfix system, not a problem with the age of the release. The sendmail compatibility even in the earliest postfix releases has no problem with the way RT submits E-mail. I would recommend checking your postfix configurations. Good luck. Cheers, Ken From rtusers-20090205 at billmail.scconsult.com Wed Mar 11 18:37:16 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Wed, 11 Mar 2009 18:37:16 -0400 Subject: [rt-users] Email delay on ticket creation In-Reply-To: <20090311182722.GZ13289@it.is.rice.edu> References: <49B7FCA7.6020600@billmail.scconsult.com> <20090311182722.GZ13289@it.is.rice.edu> Message-ID: <49B83D1C.6050406@billmail.scconsult.com> Kenneth Marshall wrote, On 3/11/09 2:27 PM: > On Wed, Mar 11, 2009 at 02:02:15PM -0400, Bill Cole wrote: >> > Derek Cunningham wrote, On 3/10/09 10:54 AM: >>> > > Hi >>> > > If I have gone about posting my question the wrong way please let me know. >>> > > Should I add my RT_SiteConfig.pm file in addition to these logs? The >>> > > autoreply goes out right away, but I'm getting a lengthy delay on only the >>> > > admincc messages, and only sometimes when a user submits a new request by >>> > > email. It doesn't seem to matter who the user is. If anybody sees anything >>> > > helpful in my log entries please tell me. If I should be including info >>> > > from another log, please tell me. I would have suspected a postfix config >>> > > problem, but I'm suspecting my RT config because this only happens during >>> > > the condition that a user submits a new request via email. >> > >> > It's not primarily RT, it's primarily Postfix. >> > >>> > > I am using RT 3.8.1 on Mac OSX (10.4), postfix/sendmail to relay to our main >>> > > email server with SMTP. RT is working great except for these email delays. [...] >> You *MIGHT* be able to get better behavior by adjusting the mail parameters >> that RT is using. The defaults are reasonable for Real Sendmail and for the >> sendmail compatibility interface of Postfix as Postfix is commonly >> configured on many Linux and *BSD systems, but it is really not suited for >> the modified (and somewhat old) Postfix that Apple ships on MacOS X with a >> desktop-oriented configuration. You might find that using 'sendmail' instead >> of 'sendmailpipe' for $MailCommand and adjusting $SendmailArguments (no -t) >> makes the whole issue vanish. >> > We have been using RT since 3.2 with postfix versions 1.x and later > and this sort of problem speaks to a misconfiguration of the postfix > system, not a problem with the age of the release. The sendmail > compatibility even in the earliest postfix releases has no problem > with the way RT submits E-mail. I would recommend checking your > postfix configurations. Good luck. The age is a tangential issue, but when working with Postfix on MacOS X it is helpful to know that one is dealing with an Apple-modified 2.1.x rather than Dr. Venema's 2.5.x and that the default configuration on MacOS X is an afterthought for a personal desktop system that almost never uses it. One can really fix that Postfix by replacing it with a standard modern version, adapt it to more normal use by changing the config, or adjust things that use it (like RT) to go around its flaws. I may be wrong, but I think that by using 'sendmail' instead of 'sendmailpipe' in RT, the envelope splitting task is done upstream in the Mail::Mailer part of a MIME::Entity object rather than being handed off to the sendmail binary called with a '-t' argument. That should prevent the circumstance where messages end up sitting in the queue waiting for the next external event to trigger pickup. From stroke_of_death at yahoo.com Wed Mar 11 18:54:29 2009 From: stroke_of_death at yahoo.com (Sean) Date: Wed, 11 Mar 2009 15:54:29 -0700 (PDT) Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: Message-ID: <550841.4863.qm@web58705.mail.re1.yahoo.com> I too am seeing this problem. it only happens when: 1. the WYSIWYG editor is being used 2. IE7 is the browser 3. The user has a signature (i.e. RT automatically inserts text) Im wondering if it has to do with the signature column being TEXT vs. VARCHAR or something along those lines.. --- On Fri, 2/27/09, Michael Finn wrote: > From: Michael Finn > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > To: "Alex Young" , rt-users at lists.bestpractical.com > Date: Friday, February 27, 2009, 11:44 AM > Further testing: > Logged into a different PC (Remote Desktop); logged into RT > w/ IE7 --> same problem (55 chars, extra garbage). > Logged into RT as root w/ IE7 --> did NOT have the > problem. > Fellow IT user (with same permissions as mine) is also not > having this problem. > It looks like *I'm* the lucky one. :( > > What could it be about *my* login in RT that's causing > this issue??? > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Michael > Finn > > Sent: Friday, February 27, 2009 9:28 AM > > To: Alex Young; rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Tracking a bug with WYSIWYG > editor and IE7 > > > > I just tried it with RTFM disabled, and got the same > results: > > ============= > > Subject: 3rd test of RT in IE7 > > MIME-Version: 1.0 > > Content-Type: text/html; charset="UTF-8" > > X-Mailer: MIME-tools 5.427 (Entity 5.427) > > Content-Disposition: inline > > Content-Transfer-Encoding: binary > > X-RT-Original-Encoding: utf-8 > > Content-Length: 55 > > > >

I > > 've disabled > > RTFM to test the IE7 pr > > oblem > > ============= > > > > > -----Original Message----- > > > From: Alex Young > [mailto:alexyoung at scoutsolutions.co.uk] > > > Sent: Friday, February 27, 2009 5:04 AM > > > To: Michael Finn; > rt-users at lists.bestpractical.com > > > Subject: RE: Tracking a bug with WYSIWYG editor > and IE7 > > > > > > I am using pretty much the same as you, except > I'm running IE7 on > > > Vista. > > > > > > Michael, do oyu still have this bug if you > disable RTFM? > > > > > > I can reproduce the error consistantly whenever I > hit reply/comment > > to > > > a specific transaction. Depending on which > transaction I > > reply/comment > > > on changes the site that the data is truncated. > Doesnt matter how > > much > > > more I type into the reply/comment, each > transaction also truncated > > at > > > the same bytes regardless. > > > > > > The Javascript errors I had in IE had nothing to > do with this bug. I > > > fixed it my removing the references to > scriptalicous.js and > > > prototype.js in the modified header from the > RTx-EmailCompletion > > > header. > > > > > > -----Original Message----- > > > From: Michael Finn [mailto:mfinn at nbutexas.com] > > > Sent: 25 February 2009 20:59 > > > To: Alex Young; rt-users at lists.bestpractical.com > > > Subject: Tracking a bug with WYSIWYG editor and > IE7 > > > > > > The only extension I have is RTFM. More specs: > > > RT-3.8.2 > > > RTFM-2.4.1 > > > MySQL 5.0.67 (external server) > > > IE 7.0.5730.11 on WinXP SP3 > > > IE7 Add-ons don't apply, because I > experienced the same issue in IE7 > > > "safe mode" ('iexplore > -extoff'). > > > > > > I'm baffled. > > > > > > > -----Original Message----- > > > > From: Alex Young > [mailto:alexyoung at scoutsolutions.co.uk] > > > > Sent: Wednesday, February 25, 2009 12:38 PM > > > > To: Michael Finn; > rt-users at lists.bestpractical.com > > > > Subject: RE: [rt-users] Trying to track a > bug with WYSIWYG > > editor,IE7 > > > > and RTx-EmailCompletion > > > > > > > > Hmmm... odd that I dont get the error when I > remove RTx- > > > > EmailCompletion, but you're not using > it. What other extensions are > > > you > > > > using? Do you still get this problem if they > are disabled? > > > > > > > > Mine is getting truncated at 319 characters > on every one. I never > > > > noticed it before. > > > > > > > > Looks like my JavaScript error is unrelated. > Its a RTx- > > > EmailCompletion > > > > specific error that, so nothing to do with > the truncation. > > > > > > > > > > > > > ================================================ > > > > MIME-Version: 1.0 > > > > X-Mailer: MIME-tools 5.427 (Entity 5.427) > > > > Content-Disposition: inline > > > > Content-Type: text/html; > charset="UTF-8" > > > > Content-Transfer-Encoding: binary > > > > X-RT-Original-Encoding: utf-8 > > > > RT-Send-CC: > > > > Content-Length: 319 > > > > > > > >

Does it do it when inserting > content fro > > > > m the previous page?

> > > >

On Wed Feb 25 14:58:45 2009, ayoung > wrote: > > > >
> > > > > T > > > > his is a > > > > lon > > > > g winded reply to see if IE will br > > > > eak > > > > with the WYSIWYG
> > > > > > > > & > > > > gt; editor yet
> > > > > again.
> > > > >
> > > > > > > > > I > > > > cant understand why it breaks.
> > > > &g > > > > t > > > > ; > > > > > ================================================ > > > > > > > > > > > > -----Original Message----- > > > > From: Michael Finn > [mailto:mfinn at nbutexas.com] > > > > Sent: 25 February 2009 18:26 > > > > To: Alex Young; > rt-users at lists.bestpractical.com > > > > Subject: RE: [rt-users] Trying to track a > bug with WYSIWYG > > editor,IE7 > > > > and RTx-EmailCompletion > > > > > > > > Alex, > > > > > > > > I've observed the same kind of behavior > when I use the "New ticket > > > in" > > > > button at the top, but not when I enter a > comment or reply. > > > > Additionally, my text is truncated at 55 > characters. I'm having > > this > > > > issue in IE7, but not Firefox 3. I > don't get JavaScript errors in > > > > either browser. > > > > > > > > I do not use RTx-EmailCompletion, however. > Here's an example of > > what > > > > I'm seeing (with headers): > > > > ================= > > > > MIME-Version: 1.0 > > > > Content-Type: text/html; > charset="UTF-8" > > > > X-Mailer: MIME-tools 5.427 (Entity 5.427) > > > > Content-Disposition: inline > > > > Content-Transfer-Encoding: binary > > > > X-RT-Original-Encoding: utf-8 > > > > Content-Length: 55 > > > > > > > >

K > > > > . Tibbels PC& > > > > nbsp;won't boot.  " > > > > ;Strik > > > > ================= > > > > > > > > Mike > > > > ----------------- > > > > From: > rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > > bounces at lists.bestpractical.com] On Behalf > Of Alex Young > > > > Sent: Wednesday, February 25, 2009 10:45 AM > > > > To: rt-users at lists.bestpractical.com > > > > Subject: [rt-users] Trying to track a bug > with WYSIWYG editor,IE7 > > and > > > > RTx-EmailCompletion > > > > > > > > Hi, > > > > ????????? I'm trying to track > down a bug I am experiencing with RT, > > > its > > > > WYSIWYG editor, IE7 and RTx-EmailCompletion. > > > > > > > > On my install when RT inserts content > automatically into the body > > of > > > > the WYSIWYG editor. > > > > > > > > I only get this error when using Internet > Explorer 7 (Haven't tried > > > > other IE versions). Firefox doesn't > suffer. > > > > > > > > If I insert and RTFM article, my user > signature (set under users > > > > preferences), or hit reply/comment on a > ticket transaction it posts > > > the > > > > info correct into the WYSIWYG editor window. > When submitting that > > > page > > > > the transaction content randomly inserts > spaces, line breaks, and > > > chops > > > > off the end of the content. > > > > > > > > If I disable RTx-EmailCompletion it works > fine. > > > > > > > > I also have a JavaScript error in IE7 when > RTx-EmailCompletion is > > > > enabled; > > > > Line: 2 > > > > Char: 1 > > > > Error: Syntax error > > > > Code: 0 > > > > > > > > This error shows on every page. Looks like > it's a problem with RTx- > > > > EmailCompletion. It doesn't give a JS > error in Firefox. > > > > > > > > Has anyone else had this problem or been > able to fix it? > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials > from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mfinn at nbutexas.com Wed Mar 11 21:00:53 2009 From: mfinn at nbutexas.com (Michael Finn) Date: Wed, 11 Mar 2009 20:00:53 -0500 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: <550841.4863.qm@web58705.mail.re1.yahoo.com> References: <550841.4863.qm@web58705.mail.re1.yahoo.com> Message-ID: A-ha! That's a reasonable theory... I've got a signature on my account; my other users... not so much. ;) FWIW, I also have the problem occur on IE6. As you suggested, I removed my signature from my Preferences, and the problem went away. Now, how does this help us solve the problem? If it were Firefox, I'd use Chris Pederick's wonderful Web Developer add-on (http://chrispederick.com/work/web-developer/) to pick it apart... anyone recommend a similar tool for IE7? Thanks, Mike > -----Original Message----- > From: Sean [mailto:stroke_of_death at yahoo.com] > Sent: Wednesday, March 11, 2009 5:54 PM > To: Alex Young; rt-users at lists.bestpractical.com; Michael Finn > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > > I too am seeing this problem. > > it only happens when: > > 1. the WYSIWYG editor is being used > 2. IE7 is the browser > 3. The user has a signature (i.e. RT automatically inserts text) > > Im wondering if it has to do with the signature column being TEXT vs. > VARCHAR or something along those lines.. > > > > > --- On Fri, 2/27/09, Michael Finn wrote: > > > From: Michael Finn > > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > To: "Alex Young" , rt- > users at lists.bestpractical.com > > Date: Friday, February 27, 2009, 11:44 AM > > Further testing: > > Logged into a different PC (Remote Desktop); logged into RT > > w/ IE7 --> same problem (55 chars, extra garbage). > > Logged into RT as root w/ IE7 --> did NOT have the > > problem. > > Fellow IT user (with same permissions as mine) is also not > > having this problem. > > It looks like *I'm* the lucky one. :( > > > > What could it be about *my* login in RT that's causing > > this issue??? > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users- > > > bounces at lists.bestpractical.com] On Behalf Of Michael > > Finn > > > Sent: Friday, February 27, 2009 9:28 AM > > > To: Alex Young; rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Tracking a bug with WYSIWYG > > editor and IE7 > > > > > > I just tried it with RTFM disabled, and got the same > > results: > > > ============= > > > Subject: 3rd test of RT in IE7 > > > MIME-Version: 1.0 > > > Content-Type: text/html; charset="UTF-8" > > > X-Mailer: MIME-tools 5.427 (Entity 5.427) > > > Content-Disposition: inline > > > Content-Transfer-Encoding: binary > > > X-RT-Original-Encoding: utf-8 > > > Content-Length: 55 > > > > > >

I > > > 've disabled > > > RTFM to test the IE7 pr > > > oblem > > > ============= > > > > > > > -----Original Message----- > > > > From: Alex Young > > [mailto:alexyoung at scoutsolutions.co.uk] > > > > Sent: Friday, February 27, 2009 5:04 AM > > > > To: Michael Finn; > > rt-users at lists.bestpractical.com > > > > Subject: RE: Tracking a bug with WYSIWYG editor > > and IE7 > > > > > > > > I am using pretty much the same as you, except > > I'm running IE7 on > > > > Vista. > > > > > > > > Michael, do oyu still have this bug if you > > disable RTFM? > > > > > > > > I can reproduce the error consistantly whenever I > > hit reply/comment > > > to > > > > a specific transaction. Depending on which > > transaction I > > > reply/comment > > > > on changes the site that the data is truncated. > > Doesnt matter how > > > much > > > > more I type into the reply/comment, each > > transaction also truncated > > > at > > > > the same bytes regardless. > > > > > > > > The Javascript errors I had in IE had nothing to > > do with this bug. I > > > > fixed it my removing the references to > > scriptalicous.js and > > > > prototype.js in the modified header from the > > RTx-EmailCompletion > > > > header. > > > > > > > > -----Original Message----- > > > > From: Michael Finn [mailto:mfinn at nbutexas.com] > > > > Sent: 25 February 2009 20:59 > > > > To: Alex Young; rt-users at lists.bestpractical.com > > > > Subject: Tracking a bug with WYSIWYG editor and > > IE7 > > > > > > > > The only extension I have is RTFM. More specs: > > > > RT-3.8.2 > > > > RTFM-2.4.1 > > > > MySQL 5.0.67 (external server) > > > > IE 7.0.5730.11 on WinXP SP3 > > > > IE7 Add-ons don't apply, because I > > experienced the same issue in IE7 > > > > "safe mode" ('iexplore > > -extoff'). > > > > > > > > I'm baffled. > > > > > > > > > -----Original Message----- > > > > > From: Alex Young > > [mailto:alexyoung at scoutsolutions.co.uk] > > > > > Sent: Wednesday, February 25, 2009 12:38 PM > > > > > To: Michael Finn; > > rt-users at lists.bestpractical.com > > > > > Subject: RE: [rt-users] Trying to track a > > bug with WYSIWYG > > > editor,IE7 > > > > > and RTx-EmailCompletion > > > > > > > > > > Hmmm... odd that I dont get the error when I > > remove RTx- > > > > > EmailCompletion, but you're not using > > it. What other extensions are > > > > you > > > > > using? Do you still get this problem if they > > are disabled? > > > > > > > > > > Mine is getting truncated at 319 characters > > on every one. I never > > > > > noticed it before. > > > > > > > > > > Looks like my JavaScript error is unrelated. > > Its a RTx- > > > > EmailCompletion > > > > > specific error that, so nothing to do with > > the truncation. > > > > > > > > > > > > > > > > > ================================================ > > > > > MIME-Version: 1.0 > > > > > X-Mailer: MIME-tools 5.427 (Entity 5.427) > > > > > Content-Disposition: inline > > > > > Content-Type: text/html; > > charset="UTF-8" > > > > > Content-Transfer-Encoding: binary > > > > > X-RT-Original-Encoding: utf-8 > > > > > RT-Send-CC: > > > > > Content-Length: 319 > > > > > > > > > >

Does it do it when inserting > > content fro > > > > > m the previous page?

> > > > >

On Wed Feb 25 14:58:45 2009, ayoung > > wrote: > > > > >
> > > > > > T > > > > > his is a > > > > > lon > > > > > g winded reply to see if IE will br > > > > > eak > > > > > with the WYSIWYG
> > > > > > > > > > & > > > > > gt; editor yet
> > > > > > again.
> > > > > >
> > > > > > > > > > > I > > > > > cant understand why it breaks.
> > > > > &g > > > > > t > > > > > ; > > > > > > > ================================================ > > > > > > > > > > > > > > > -----Original Message----- > > > > > From: Michael Finn > > [mailto:mfinn at nbutexas.com] > > > > > Sent: 25 February 2009 18:26 > > > > > To: Alex Young; > > rt-users at lists.bestpractical.com > > > > > Subject: RE: [rt-users] Trying to track a > > bug with WYSIWYG > > > editor,IE7 > > > > > and RTx-EmailCompletion > > > > > > > > > > Alex, > > > > > > > > > > I've observed the same kind of behavior > > when I use the "New ticket > > > > in" > > > > > button at the top, but not when I enter a > > comment or reply. > > > > > Additionally, my text is truncated at 55 > > characters. I'm having > > > this > > > > > issue in IE7, but not Firefox 3. I > > don't get JavaScript errors in > > > > > either browser. > > > > > > > > > > I do not use RTx-EmailCompletion, however. > > Here's an example of > > > what > > > > > I'm seeing (with headers): > > > > > ================= > > > > > MIME-Version: 1.0 > > > > > Content-Type: text/html; > > charset="UTF-8" > > > > > X-Mailer: MIME-tools 5.427 (Entity 5.427) > > > > > Content-Disposition: inline > > > > > Content-Transfer-Encoding: binary > > > > > X-RT-Original-Encoding: utf-8 > > > > > Content-Length: 55 > > > > > > > > > >

K > > > > > . Tibbels PC& > > > > > nbsp;won't boot.  " > > > > > ;Strik > > > > > ================= > > > > > > > > > > Mike > > > > > ----------------- > > > > > From: > > rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > > > bounces at lists.bestpractical.com] On Behalf > > Of Alex Young > > > > > Sent: Wednesday, February 25, 2009 10:45 AM > > > > > To: rt-users at lists.bestpractical.com > > > > > Subject: [rt-users] Trying to track a bug > > with WYSIWYG editor,IE7 > > > and > > > > > RTx-EmailCompletion > > > > > > > > > > Hi, > > > > > ????????? I'm trying to track > > down a bug I am experiencing with RT, > > > > its > > > > > WYSIWYG editor, IE7 and RTx-EmailCompletion. > > > > > > > > > > On my install when RT inserts content > > automatically into the body > > > of > > > > > the WYSIWYG editor. > > > > > > > > > > I only get this error when using Internet > > Explorer 7 (Haven't tried > > > > > other IE versions). Firefox doesn't > > suffer. > > > > > > > > > > If I insert and RTFM article, my user > > signature (set under users > > > > > preferences), or hit reply/comment on a > > ticket transaction it posts > > > > the > > > > > info correct into the WYSIWYG editor window. > > When submitting that > > > > page > > > > > the transaction content randomly inserts > > spaces, line breaks, and > > > > chops > > > > > off the end of the content. > > > > > > > > > > If I disable RTx-EmailCompletion it works > > fine. > > > > > > > > > > I also have a JavaScript error in IE7 when > > RTx-EmailCompletion is > > > > > enabled; > > > > > Line: 2 > > > > > Char: 1 > > > > > Error: Syntax error > > > > > Code: 0 > > > > > > > > > > This error shows on every page. Looks like > > it's a problem with RTx- > > > > > EmailCompletion. It doesn't give a JS > > error in Firefox. > > > > > > > > > > Has anyone else had this problem or been > > able to fix it? > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials > > from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > From kristian.davies at gmail.com Thu Mar 12 07:00:21 2009 From: kristian.davies at gmail.com (Kristian Davies) Date: Thu, 12 Mar 2009 11:00:21 +0000 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 Message-ID: Postgres: 8.3.6 RT 3.8.2 CentOS 4 My graphing isn't working under Tools>Reports. Any ideas? Cheers, Kristian /var/log/message Mar 12 10:50:27 ghole postgres[11326]: [2-1] ERROR: function lower(timestamp without time zone) does not exist at character 315 Mar 12 10:50:27 ghole postgres[11326]: [2-2] HINT: No function matches the given name and argument types. You might need to add explicit type casts. Mar 12 10:50:27 ghole postgres[11326]: [2-3] STATEMENT: SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN Users Mar 12 10:50:27 ghole postgres[11326]: [2-4] Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (LOWER(main.Status) != Mar 12 10:50:27 ghole postgres[11326]: [2-5] 'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1' AND LOWER(main.Resolved) > '2009-01-01 00:00:00') AND Mar 12 10:50:27 ghole postgres[11326]: [2-6] (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) ) distinctquery, Tickets main WHERE (main.id = Mar 12 10:50:27 ghole postgres[11326]: [2-7] distinctquery.id) GROUP BY Users_1.Name Mar 12 10:50:28 ghole postgres[11327]: [2-1] ERROR: function lower(timestamp without time zone) does not exist at character 265 Mar 12 10:50:28 ghole postgres[11327]: [2-2] HINT: No function matches the given name and argument types. You might need to add explicit type casts. Mar 12 10:50:28 ghole postgres[11327]: [2-3] STATEMENT: SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Mar 12 10:50:28 ghole postgres[11327]: [2-4] Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved' AND Mar 12 10:50:28 ghole postgres[11327]: [2-5] main.Queue = '1' AND LOWER(main.Resolved) > '2009-01-01 00:00:00') AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = Mar 12 10:50:28 ghole postgres[11327]: [2-6] main.id) /rt.log HINT: No function matches the given name and argument types. You might need to add explicit type casts. at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Thu Mar 12 10:50:27 2009] [warning]: RT::Handle=HASH(0xaa0d998) couldn't execute the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1' AND LOWER(main.Resolved) > '2009-01-01 00:00:00') AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) ) distinctquery, Tickets main WHERE (main.id = distinctquery.id) GROUP BY Users_1.Name ' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xaa0d998)', 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM ( SELE...') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 238 DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xb166a58)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2672 RT::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xb166a58)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm line 152 RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xb166a58)') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 498 DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xb166a58)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm line 236 RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xb166a58)') called at /disk1/web/vhost/rt.local/rt/share/html/Search/Elements/Chart line 71 HTML::Mason::Commands::__ANON__('Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb169ca0)', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /disk1/web/vhost/rt.local/rt/share/html/Tools/Reports/ResolvedByDates.html line 83 HTML::Mason::Commands::__ANON__('ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', 'Systems') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf6cc00)', 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', 'Systems') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', 'Systems', ...) called at /disk1/web/vhost/rt.local/rt/local/html/autohandler line 311 HTML::Mason::Commands::__ANON__('ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', 'Systems') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf70ec4)', 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', 'Systems') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', 'Systems', ...) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xad7ed30)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xad7ed30)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9078598)', 'Apache2::RequestRec=SCALAR(0xa9c66f0)') called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 eval {...} called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa9c66f0)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) [Thu Mar 12 10:50:28 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/disk1/web/vhost/rt.local/rt/var/data/gpg). PGP support has been disabled (/disk1/web/vhost/rt.local/rt/bin/../local/lib/RT/Config.pm:339) [Thu Mar 12 10:50:28 2009] [debug]: RT::Date used Time::ParseDate to make '2009-01-01 00:00:00' 1230768000 (/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209) [Thu Mar 12 10:50:28 2009] [warning]: DBD::Pg::st execute failed: ERROR: function lower(timestamp without time zone) does not exist LINE 1: ...ain.Status) = 'resolved' AND main.Queue = '1' AND LOWER(main... ^ HINT: No function matches the given name and argument types. You might need to add explicit type casts. at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Thu Mar 12 10:50:28 2009] [warning]: RT::Handle=HASH(0xaa0c4d0) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1' AND LOWER(main.Resolved) > '2009-01-01 00:00:00') AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) ' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xaa0c4d0)', 'SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Us...') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 294 DBIx::SearchBuilder::_DoCount('RT::Report::Tickets=HASH(0xb0db1dc)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2678 RT::Tickets::_DoCount('RT::Report::Tickets=HASH(0xb0db1dc)') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 1380 DBIx::SearchBuilder::Count('RT::Report::Tickets=HASH(0xb0db1dc)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2597 RT::Tickets::Count('RT::Report::Tickets=HASH(0xb0db1dc)') called at /disk1/web/vhost/rt.local/rt/share/html/Search/Chart line 93 HTML::Mason::Commands::__ANON__('Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xafb1350)', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /disk1/web/vhost/rt.local/rt/local/html/autohandler line 311 HTML::Mason::Commands::__ANON__('Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xafd2ef4)', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xaf4d518)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xaf4d518)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9078598)', 'Apache2::RequestRec=SCALAR(0xa9c66d8)') called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 eval {...} called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa9c66d8)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) From alberto.villanueva at altran.es Thu Mar 12 07:22:24 2009 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Thu, 12 Mar 2009 12:22:24 +0100 Subject: [rt-users] RT problem or internet conn?? Message-ID: Hi all! Rarely I have some problems with RT performance. It's very slow, and I don't know if RT is guilty or the internet's connection :S :S The output of the "ps", "jobs" and "top" are empty. "top" command shows a load average of "0,3" :-) My connection to RT goes in the Client's network :S I don't know why RT goes some days slowly :-( :-( Any suggestions?? Any idea?? Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From derek at curis.com Thu Mar 12 08:30:23 2009 From: derek at curis.com (Derek Cunningham) Date: Thu, 12 Mar 2009 08:30:23 -0400 Subject: [rt-users] Email delay on ticket creation In-Reply-To: <49B83D1C.6050406@billmail.scconsult.com> Message-ID: Hi Bill, I really appreciate your time and helpful answers. They have certainly pointed me in the right direction, and I'll update the list when I have it solved. It's been a bit of a challenge to make this run on Mac OS X, all kinds of different preinstalled software points to that it 'should' work easily, but time and time again I find myself fighting against what should be simple config changes that have been harder to solve than I though it should be. At least I have some much more focused searches to make about the postfix config. I will try changing RT's $MailCommand and $SendmailArguments first and see if that makes the difference. Thanks again, -Derek Cunningham On 3/11/09 6:37 PM, "Bill Cole" wrote: > Kenneth Marshall wrote, On 3/11/09 2:27 PM: >> On Wed, Mar 11, 2009 at 02:02:15PM -0400, Bill Cole wrote: >>>> Derek Cunningham wrote, On 3/10/09 10:54 AM: >>>>>> Hi >>>>>> If I have gone about posting my question the wrong way please let me >>>>>> know. >>>>>> Should I add my RT_SiteConfig.pm file in addition to these logs? The >>>>>> autoreply goes out right away, but I'm getting a lengthy delay on only >>>>>> the >>>>>> admincc messages, and only sometimes when a user submits a new request by >>>>>> email. It doesn't seem to matter who the user is. If anybody sees >>>>>> anything >>>>>> helpful in my log entries please tell me. If I should be including info >>>>>> from another log, please tell me. I would have suspected a postfix >>>>>> config >>>>>> problem, but I'm suspecting my RT config because this only happens during >>>>>> the condition that a user submits a new request via email. >>>> >>>> It's not primarily RT, it's primarily Postfix. >>>> >>>>>> I am using RT 3.8.1 on Mac OSX (10.4), postfix/sendmail to relay to our >>>>>> main >>>>>> email server with SMTP. RT is working great except for these email >>>>>> delays. > [...] >>> You *MIGHT* be able to get better behavior by adjusting the mail parameters >>> that RT is using. The defaults are reasonable for Real Sendmail and for the >>> sendmail compatibility interface of Postfix as Postfix is commonly >>> configured on many Linux and *BSD systems, but it is really not suited for >>> the modified (and somewhat old) Postfix that Apple ships on MacOS X with a >>> desktop-oriented configuration. You might find that using 'sendmail' instead >>> of 'sendmailpipe' for $MailCommand and adjusting $SendmailArguments (no -t) >>> makes the whole issue vanish. >>> >> We have been using RT since 3.2 with postfix versions 1.x and later >> and this sort of problem speaks to a misconfiguration of the postfix >> system, not a problem with the age of the release. The sendmail >> compatibility even in the earliest postfix releases has no problem >> with the way RT submits E-mail. I would recommend checking your >> postfix configurations. Good luck. > > The age is a tangential issue, but when working with Postfix on MacOS X it > is helpful to know that one is dealing with an Apple-modified 2.1.x rather > than Dr. Venema's 2.5.x and that the default configuration on MacOS X is an > afterthought for a personal desktop system that almost never uses it. One > can really fix that Postfix by replacing it with a standard modern version, > adapt it to more normal use by changing the config, or adjust things that > use it (like RT) to go around its flaws. I may be wrong, but I think that by > using 'sendmail' instead of 'sendmailpipe' in RT, the envelope splitting > task is done upstream in the Mail::Mailer part of a MIME::Entity object > rather than being handed off to the sendmail binary called with a '-t' > argument. That should prevent the circumstance where messages end up sitting > in the queue waiting for the next external event to trigger pickup. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Mar 12 08:42:30 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 12 Mar 2009 07:42:30 -0500 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: References: Message-ID: <20090312124230.GB13289@it.is.rice.edu> On Thu, Mar 12, 2009 at 11:00:21AM +0000, Kristian Davies wrote: > Postgres: 8.3.6 > RT 3.8.2 > CentOS 4 > > My graphing isn't working under Tools>Reports. > > Any ideas? > > Cheers, > Kristian > > > /var/log/message > > Mar 12 10:50:27 ghole postgres[11326]: [2-1] ERROR: function > lower(timestamp without time zone) does not exist at character 315 > Mar 12 10:50:27 ghole postgres[11326]: [2-2] HINT: No function > matches the given name and argument types. You might need to add > explicit type casts. > Mar 12 10:50:27 ghole postgres[11326]: [2-3] STATEMENT: SELECT > COUNT(main.id) AS id, Users_2.Name AS col1 FROM ( SELECT DISTINCT > main.id FROM Tickets main LEFT JOIN Users > Mar 12 10:50:27 ghole postgres[11326]: [2-4] Users_2 ON ( Users_2.id > = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) > WHERE (LOWER(main.Status) != > Mar 12 10:50:27 ghole postgres[11326]: [2-5] 'deleted') AND > (LOWER(main.Status) = 'resolved' AND main.Queue = '1' AND > LOWER(main.Resolved) > '2009-01-01 00:00:00') AND > Mar 12 10:50:27 ghole postgres[11326]: [2-6] (LOWER(main.Type) = > 'ticket') AND (main.EffectiveId = main.id) ) distinctquery, Tickets > main WHERE (main.id = > Mar 12 10:50:27 ghole postgres[11326]: [2-7] distinctquery.id) GROUP > BY Users_1.Name > Mar 12 10:50:28 ghole postgres[11327]: [2-1] ERROR: function > lower(timestamp without time zone) does not exist at character 265 > Mar 12 10:50:28 ghole postgres[11327]: [2-2] HINT: No function > matches the given name and argument types. You might need to add > explicit type casts. > Mar 12 10:50:28 ghole postgres[11327]: [2-3] STATEMENT: SELECT > COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Users Users_2 ON > ( Users_2.id = main.Owner ) LEFT JOIN > Mar 12 10:50:28 ghole postgres[11327]: [2-4] Users Users_1 ON ( > Users_1.id = main.Owner ) WHERE (LOWER(main.Status) != 'deleted') AND > (LOWER(main.Status) = 'resolved' AND > Mar 12 10:50:28 ghole postgres[11327]: [2-5] main.Queue = '1' AND > LOWER(main.Resolved) > '2009-01-01 00:00:00') AND (LOWER(main.Type) = > 'ticket') AND (main.EffectiveId = > Mar 12 10:50:28 ghole postgres[11327]: [2-6] main.id) > > /rt.log > > HINT: No function matches the given name and argument types. You > might need to add explicit type casts. at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > [Thu Mar 12 10:50:27 2009] [warning]: RT::Handle=HASH(0xaa0d998) > couldn't execute the query 'SELECT COUNT(main.id) AS id, Users_2.Name > AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN > Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 > ON ( Users_1.id = main.Owner ) WHERE (LOWER(main.Status) != > 'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1' > AND LOWER(main.Resolved) > '2009-01-01 00:00:00') AND > (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) ) > distinctquery, Tickets main WHERE (main.id = distinctquery.id) GROUP > BY Users_1.Name ' at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xaa0d998)', > 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM ( SELE...') > called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line > 238 > DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xb166a58)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm > line 2672 > RT::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xb166a58)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm > line 152 > RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xb166a58)') > called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line > 498 > DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xb166a58)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm > line 236 > RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xb166a58)') > called at /disk1/web/vhost/rt.local/rt/share/html/Search/Elements/Chart > line 71 > HTML::Mason::Commands::__ANON__('Query', 'Status = > \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb169ca0)', > 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > > ...', 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'Query', 'Status > = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /disk1/web/vhost/rt.local/rt/share/html/Tools/Reports/ResolvedByDates.html > line 83 > HTML::Mason::Commands::__ANON__('ResolvedBefore', '', > 'ResolvedAfter', '01/01/2009', 'Queue', 'Systems') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf6cc00)', > 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', > 'Systems') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', > 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', > 'Systems', ...) called at > /disk1/web/vhost/rt.local/rt/local/html/autohandler line 311 > HTML::Mason::Commands::__ANON__('ResolvedBefore', '', > 'ResolvedAfter', '01/01/2009', 'Queue', 'Systems') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf70ec4)', > 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', > 'Systems') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', > 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2009', 'Queue', > 'Systems', ...) called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xad7ed30)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 168 > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xad7ed30)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 825 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9078598)', > 'Apache2::RequestRec=SCALAR(0xa9c66f0)') called at > /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 > eval {...} called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa9c66f0)') > called at -e line 0 > eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) > [Thu Mar 12 10:50:28 2009] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/disk1/web/vhost/rt.local/rt/var/data/gpg). PGP support has been > disabled (/disk1/web/vhost/rt.local/rt/bin/../local/lib/RT/Config.pm:339) > [Thu Mar 12 10:50:28 2009] [debug]: RT::Date used Time::ParseDate to > make '2009-01-01 00:00:00' 1230768000 > (/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209) > [Thu Mar 12 10:50:28 2009] [warning]: DBD::Pg::st execute failed: > ERROR: function lower(timestamp without time zone) does not exist > LINE 1: ...ain.Status) = 'resolved' AND main.Queue = '1' AND LOWER(main... > ^ > HINT: No function matches the given name and argument types. You > might need to add explicit type casts. at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > [Thu Mar 12 10:50:28 2009] [warning]: RT::Handle=HASH(0xaa0c4d0) > couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM > Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) > LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE > (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved' > AND main.Queue = '1' AND LOWER(main.Resolved) > '2009-01-01 00:00:00') > AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) ' > at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line > 518 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xaa0c4d0)', > 'SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Us...') > called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line > 294 > DBIx::SearchBuilder::_DoCount('RT::Report::Tickets=HASH(0xb0db1dc)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm > line 2678 > RT::Tickets::_DoCount('RT::Report::Tickets=HASH(0xb0db1dc)') > called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line > 1380 > DBIx::SearchBuilder::Count('RT::Report::Tickets=HASH(0xb0db1dc)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm > line 2597 > RT::Tickets::Count('RT::Report::Tickets=HASH(0xb0db1dc)') > called at /disk1/web/vhost/rt.local/rt/share/html/Search/Chart line 93 > HTML::Mason::Commands::__ANON__('Query', 'Status = > \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xafb1350)', > 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > > ...', 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Query', > 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /disk1/web/vhost/rt.local/rt/local/html/autohandler line 311 > HTML::Mason::Commands::__ANON__('Query', 'Status = > \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xafd2ef4)', > 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > > ...', 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Query', > 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xaf4d518)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 168 > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xaf4d518)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 825 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9078598)', > 'Apache2::RequestRec=SCALAR(0xa9c66d8)') called at > /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 > eval {...} called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa9c66d8)') > called at -e line 0 > eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) > _______________________________________________ Kristian, I reported this bug and it has been fixed in CVS and should appear in 3.8.3. Here is a diff of my patched version of lib/RT/Report/Tickets.pm. Make a copy of that file to local/lib/RT/Report/Tickets.pm and apply this patch. Cheers, Ken --- lib/RT/Report/Tickets.pm 2009-01-21 13:12:22.000000000 -0600 +++ local/lib/RT/Report/Tickets.pm 2009-02-03 11:06:35.000000000 -0600 @@ -169,13 +169,16 @@ if ($field =~ /^(.*)(Daily|Monthly|Annually)$/) { my ($field, $grouping) = ($1, $2); if ( $grouping =~ /Daily/ ) { - $args{'FUNCTION'} = "SUBSTR($field,1,10)"; +# $args{'FUNCTION'} = "SUBSTR($field,1,10)"; + $args{'FUNCTION'} = "SUBSTR(${field}::text,1,10)"; } elsif ( $grouping =~ /Monthly/ ) { - $args{'FUNCTION'} = "SUBSTR($field,1,7)"; +# $args{'FUNCTION'} = "SUBSTR($field,1,7)"; + $args{'FUNCTION'} = "SUBSTR(${field}::text,1,7)"; } elsif ( $grouping =~ /Annually/ ) { - $args{'FUNCTION'} = "SUBSTR($field,1,4)"; +# $args{'FUNCTION'} = "SUBSTR($field,1,4)"; + $args{'FUNCTION'} = "SUBSTR(${field}::text,1,4)"; } } elsif ( $field =~ /^(?:CF|CustomField)\.{(.*)}$/ ) { #XXX: use CFDecipher method my $cf_name = $1; @@ -190,24 +193,25 @@ } elsif ( $field =~ /^(?:(Owner|Creator|LastUpdatedBy))(?:\.(.*))?$/ ) { my $type = $1 || ''; my $column = $2 || 'Name'; - my $u_alias = $self->Join( - TYPE => 'LEFT', - ALIAS1 => 'main', - FIELD1 => $type, - TABLE2 => 'Users', - FIELD2 => 'id', - ); + my $u_alias = $self->{"_sql_report_${type}_users_${column}"} + ||= $self->Join( + TYPE => 'LEFT', + ALIAS1 => 'main', + FIELD1 => $type, + TABLE2 => 'Users', + FIELD2 => 'id', + ); @args{qw(ALIAS FIELD)} = ($u_alias, $column); } elsif ( $field =~ /^(?:Watcher|(Requestor|Cc|AdminCc))(?:\.(.*))?$/ ) { my $type = $1 || ''; my $column = $2 || 'Name'; - if ( my $u_alias = $self->{"_sql_report_watcher_users_alias_$type"} ) { - @args{qw(ALIAS FIELD)} = ($u_alias, $column); - } else { - my ($g_alias, $gm_alias, $u_alias) = $self->_WatcherJoin( $type ); - @args{qw(ALIAS FIELD)} = ($u_alias, $column); + my $u_alias = $self->{"_sql_report_watcher_users_alias_$type"}; + unless ( $u_alias ) { + my ($g_alias, $gm_alias); + ($g_alias, $gm_alias, $u_alias) = $self->_WatcherJoin( $type ); $self->{"_sql_report_watcher_users_alias_$type"} = $u_alias; } + @args{qw(ALIAS FIELD)} = ($u_alias, $column); } return %args; } From kristian.davies at gmail.com Thu Mar 12 08:55:48 2009 From: kristian.davies at gmail.com (Kristian Davies) Date: Thu, 12 Mar 2009 12:55:48 +0000 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: <20090312124230.GB13289@it.is.rice.edu> References: <20090312124230.GB13289@it.is.rice.edu> Message-ID: Unfortunately I'd already tried those. I did however get excellent results from your full text search wiki page though. Mar 12 12:48:19 ghole postgres[13129]: [2-1] ERROR: function lower(timestamp without time zone) does not exist at character 259 Mar 12 12:48:19 ghole postgres[13129]: [2-2] HINT: No function matches the given name and argument types. You might need to add explicit type casts. Mar 12 12:48:19 ghole postgres[13129]: [2-3] STATEMENT: SELECT COUNT(main.id) AS id, Users_1.Name AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN Users Mar 12 12:48:19 ghole postgres[13129]: [2-4] Users_1 ON ( Users_1.id = main.Owner ) WHERE (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved' AND Mar 12 12:48:19 ghole postgres[13129]: [2-5] main.Queue = '1' AND lower(main.Resolved) > '2008-01-01 00:00:00') AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = Mar 12 12:48:19 ghole postgres[13129]: [2-6] main.id) ) distinctquery, Tickets main WHERE (main.id = distinctquery.id) GROUP BY Users_1.Name Mar 12 12:48:20 ghole postgres[13130]: [2-1] ERROR: function lower(timestamp without time zone) does not exist at character 209 Mar 12 12:48:20 ghole postgres[13130]: [2-2] HINT: No function matches the given name and argument types. You might need to add explicit type casts. Mar 12 12:48:20 ghole postgres[13130]: [2-3] STATEMENT: SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE Mar 12 12:48:20 ghole postgres[13130]: [2-4] (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1' AND lower(main.Resolved) > Mar 12 12:48:20 ghole postgres[13130]: [2-5] '2008-01-01 00:00:00') AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) [Thu Mar 12 12:48:19 2009] [debug]: RT::Date used Time::ParseDate to make '01/01/2008' 1199145600 (/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209) [Thu Mar 12 12:48:19 2009] [debug]: RT::Date used Time::ParseDate to make '2008-01-01 00:00:00' 1199145600 (/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209) [Thu Mar 12 12:48:19 2009] [warning]: DBD::Pg::st execute failed: ERROR: function lower(timestamp without time zone) does not exist LINE 1: ...ain.Status) = 'resolved' AND main.Queue = '1' AND lower(main... ^ HINT: No function matches the given name and argument types. You might need to add explicit type casts. at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Thu Mar 12 12:48:19 2009] [warning]: RT::Handle=HASH(0xa4a0600) couldn't execute the query 'SELECT COUNT(main.id) AS id, Users_1.Name AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1' AND lower(main.Resolved) > '2008-01-01 00:00:00') AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) ) distinctquery, Tickets main WHERE (main.id = distinctquery.id) GROUP BY Users_1.Name ' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa4a0600)', 'SELECT COUNT(main.id) AS id, Users_1.Name AS col1 FROM ( SELE...') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 238 DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xabf9988)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2672 RT::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xabf9988)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm line 152 RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xabf9988)') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 498 DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xabf9988)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm line 253 RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xabf9988)') called at /disk1/web/vhost/rt.local/rt/share/html/Search/Elements/Chart line 71 HTML::Mason::Commands::__ANON__('Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xabfcbd0)', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /disk1/web/vhost/rt.local/rt/share/html/Tools/Reports/ResolvedByDates.html line 83 HTML::Mason::Commands::__ANON__('ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', 'Systems') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa9ff810)', 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', 'Systems') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', 'Systems', ...) called at /disk1/web/vhost/rt.local/rt/local/html/autohandler line 311 HTML::Mason::Commands::__ANON__('ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', 'Systems') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa03c7c)', 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', 'Systems') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', 'Systems', ...) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xa811938)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xa811938)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9030968)', 'Apache2::RequestRec=SCALAR(0xa4591b0)') called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 eval {...} called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa4591b0)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) [Thu Mar 12 12:48:19 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/disk1/web/vhost/rt.local/rt/var/data/gpg). PGP support has been disabled (/disk1/web/vhost/rt.local/rt/bin/../local/lib/RT/Config.pm:339) [Thu Mar 12 12:48:20 2009] [debug]: RT::Date used Time::ParseDate to make '2008-01-01 00:00:00' 1199145600 (/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209) [Thu Mar 12 12:48:20 2009] [warning]: DBD::Pg::st execute failed: ERROR: function lower(timestamp without time zone) does not exist LINE 1: ...ain.Status) = 'resolved' AND main.Queue = '1' AND lower(main... ^ HINT: No function matches the given name and argument types. You might need to add explicit type casts. at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Thu Mar 12 12:48:20 2009] [warning]: RT::Handle=HASH(0xa49f128) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1' AND lower(main.Resolved) > '2008-01-01 00:00:00') AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) ' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa49f128)', 'SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Us...') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 294 DBIx::SearchBuilder::_DoCount('RT::Report::Tickets=HASH(0xab6e00c)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2678 RT::Tickets::_DoCount('RT::Report::Tickets=HASH(0xab6e00c)') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 1380 DBIx::SearchBuilder::Count('RT::Report::Tickets=HASH(0xab6e00c)') called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2597 RT::Tickets::Count('RT::Report::Tickets=HASH(0xab6e00c)') called at /disk1/web/vhost/rt.local/rt/share/html/Search/Chart line 93 HTML::Mason::Commands::__ANON__('Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa43f08)', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /disk1/web/vhost/rt.local/rt/local/html/autohandler line 311 HTML::Mason::Commands::__ANON__('Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa65bec)', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', 'PrimaryGroupBy', 'Owner') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xa9e00d8)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xa9e00d8)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9030968)', 'Apache2::RequestRec=SCALAR(0xa459198)') called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 eval {...} called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa459198)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) From ktm at rice.edu Thu Mar 12 09:20:52 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 12 Mar 2009 08:20:52 -0500 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: References: <20090312124230.GB13289@it.is.rice.edu> Message-ID: <20090312132052.GC13289@it.is.rice.edu> It looks like the problem is caused by trying to change the case of a timestamp, which is nonsensical. Could you send me a sample advanced search input that I could try with my setup and queues to see if I can reproduce the problem locally? You could also define a lower() function that does nothing (ack, cough, cough,... I will deny I ever suggested it...). Cheers, Ken On Thu, Mar 12, 2009 at 12:55:48PM +0000, Kristian Davies wrote: > Unfortunately I'd already tried those. I did however get excellent > results from your full text search wiki page though. > > > > Mar 12 12:48:19 ghole postgres[13129]: [2-1] ERROR: function > lower(timestamp without time zone) does not exist at character 259 > Mar 12 12:48:19 ghole postgres[13129]: [2-2] HINT: No function > matches the given name and argument types. You might need to add > explicit type casts. > Mar 12 12:48:19 ghole postgres[13129]: [2-3] STATEMENT: SELECT > COUNT(main.id) AS id, Users_1.Name AS col1 FROM ( SELECT DISTINCT > main.id FROM Tickets main LEFT JOIN Users > Mar 12 12:48:19 ghole postgres[13129]: [2-4] Users_1 ON ( Users_1.id > = main.Owner ) WHERE (LOWER(main.Status) != 'deleted') AND > (LOWER(main.Status) = 'resolved' AND > Mar 12 12:48:19 ghole postgres[13129]: [2-5] main.Queue = '1' AND > lower(main.Resolved) > '2008-01-01 00:00:00') AND (LOWER(main.Type) = > 'ticket') AND (main.EffectiveId = > Mar 12 12:48:19 ghole postgres[13129]: [2-6] main.id) ) > distinctquery, Tickets main WHERE (main.id = distinctquery.id) GROUP > BY Users_1.Name > Mar 12 12:48:20 ghole postgres[13130]: [2-1] ERROR: function > lower(timestamp without time zone) does not exist at character 209 > Mar 12 12:48:20 ghole postgres[13130]: [2-2] HINT: No function > matches the given name and argument types. You might need to add > explicit type casts. > Mar 12 12:48:20 ghole postgres[13130]: [2-3] STATEMENT: SELECT > COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Users Users_1 ON > ( Users_1.id = main.Owner ) WHERE > Mar 12 12:48:20 ghole postgres[13130]: [2-4] (LOWER(main.Status) != > 'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1' > AND lower(main.Resolved) > > Mar 12 12:48:20 ghole postgres[13130]: [2-5] '2008-01-01 00:00:00') > AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) > > [Thu Mar 12 12:48:19 2009] [debug]: RT::Date used Time::ParseDate to > make '01/01/2008' 1199145600 > (/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209) > [Thu Mar 12 12:48:19 2009] [debug]: RT::Date used Time::ParseDate to > make '2008-01-01 00:00:00' 1199145600 > (/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209) > [Thu Mar 12 12:48:19 2009] [warning]: DBD::Pg::st execute failed: > ERROR: function lower(timestamp without time zone) does not exist > LINE 1: ...ain.Status) = 'resolved' AND main.Queue = '1' AND lower(main... > ^ > HINT: No function matches the given name and argument types. You > might need to add explicit type casts. at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > [Thu Mar 12 12:48:19 2009] [warning]: RT::Handle=HASH(0xa4a0600) > couldn't execute the query 'SELECT COUNT(main.id) AS id, Users_1.Name > AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN > Users Users_1 ON ( Users_1.id = main.Owner ) WHERE > (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved' > AND main.Queue = '1' AND lower(main.Resolved) > '2008-01-01 00:00:00') > AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id) ) > distinctquery, Tickets main WHERE (main.id = distinctquery.id) GROUP > BY Users_1.Name ' at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa4a0600)', > 'SELECT COUNT(main.id) AS id, Users_1.Name AS col1 FROM ( SELE...') > called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line > 238 > DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xabf9988)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm > line 2672 > RT::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xabf9988)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm > line 152 > RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xabf9988)') > called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line > 498 > DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xabf9988)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm > line 253 > RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xabf9988)') > called at /disk1/web/vhost/rt.local/rt/share/html/Search/Elements/Chart > line 71 > HTML::Mason::Commands::__ANON__('Query', 'Status = > \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xabfcbd0)', > 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > > ...', 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'Query', 'Status > = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /disk1/web/vhost/rt.local/rt/share/html/Tools/Reports/ResolvedByDates.html > line 83 > HTML::Mason::Commands::__ANON__('ResolvedBefore', '', > 'ResolvedAfter', '01/01/2008', 'Queue', 'Systems') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa9ff810)', > 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', > 'Systems') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', > 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', > 'Systems', ...) called at > /disk1/web/vhost/rt.local/rt/local/html/autohandler line 311 > HTML::Mason::Commands::__ANON__('ResolvedBefore', '', > 'ResolvedAfter', '01/01/2008', 'Queue', 'Systems') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa03c7c)', > 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', > 'Systems') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', > 'ResolvedBefore', '', 'ResolvedAfter', '01/01/2008', 'Queue', > 'Systems', ...) called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xa811938)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 168 > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xa811938)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 825 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9030968)', > 'Apache2::RequestRec=SCALAR(0xa4591b0)') called at > /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 > eval {...} called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa4591b0)') > called at -e line 0 > eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) > [Thu Mar 12 12:48:19 2009] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/disk1/web/vhost/rt.local/rt/var/data/gpg). PGP support has been > disabled (/disk1/web/vhost/rt.local/rt/bin/../local/lib/RT/Config.pm:339) > [Thu Mar 12 12:48:20 2009] [debug]: RT::Date used Time::ParseDate to > make '2008-01-01 00:00:00' 1199145600 > (/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209) > [Thu Mar 12 12:48:20 2009] [warning]: DBD::Pg::st execute failed: > ERROR: function lower(timestamp without time zone) does not exist > LINE 1: ...ain.Status) = 'resolved' AND main.Queue = '1' AND lower(main... > ^ > HINT: No function matches the given name and argument types. You > might need to add explicit type casts. at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > [Thu Mar 12 12:48:20 2009] [warning]: RT::Handle=HASH(0xa49f128) > couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM > Tickets main LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) > WHERE (LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = > 'resolved' AND main.Queue = '1' AND lower(main.Resolved) > '2008-01-01 > 00:00:00') AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = > main.id) ' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm > line 518 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa49f128)', > 'SELECT COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Us...') > called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line > 294 > DBIx::SearchBuilder::_DoCount('RT::Report::Tickets=HASH(0xab6e00c)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm > line 2678 > RT::Tickets::_DoCount('RT::Report::Tickets=HASH(0xab6e00c)') > called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line > 1380 > DBIx::SearchBuilder::Count('RT::Report::Tickets=HASH(0xab6e00c)') > called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm > line 2597 > RT::Tickets::Count('RT::Report::Tickets=HASH(0xab6e00c)') > called at /disk1/web/vhost/rt.local/rt/share/html/Search/Chart line 93 > HTML::Mason::Commands::__ANON__('Query', 'Status = > \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa43f08)', > 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > > ...', 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Query', > 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /disk1/web/vhost/rt.local/rt/local/html/autohandler line 311 > HTML::Mason::Commands::__ANON__('Query', 'Status = > \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa65bec)', > 'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > > ...', 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Query', > 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved > ...', > 'PrimaryGroupBy', 'Owner') called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419 > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xa9e00d8)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 168 > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xa9e00d8)') > called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > line 825 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9030968)', > 'Apache2::RequestRec=SCALAR(0xa459198)') called at > /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 > eval {...} called at /disk1/web/vhost/rt.local/rt/bin/webmux.pl line 149 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa459198)') > called at -e line 0 > eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) > From ktm at rice.edu Thu Mar 12 09:44:23 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 12 Mar 2009 08:44:23 -0500 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: References: <20090312124230.GB13289@it.is.rice.edu> Message-ID: <20090312134423.GD13289@it.is.rice.edu> Kristian, I think the problem is in SearchBuilder/Handle.pm in the function _MakeClauseCaseInsensitive. It looks like it only skips the lower() for integer values. I think that you can replace the if test with something like: if ($value !~ /^[\d:- ]+$/) { # don't downcase integer values or timestamps I do not have a sample query to test with, but if this works please let me know so I can log a bug report against DBIx::SearchBuilder. Thanks, Ken From ktm at rice.edu Thu Mar 12 09:51:33 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 12 Mar 2009 08:51:33 -0500 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: <20090312134423.GD13289@it.is.rice.edu> References: <20090312124230.GB13289@it.is.rice.edu> <20090312134423.GD13289@it.is.rice.edu> Message-ID: <20090312135133.GE13289@it.is.rice.edu> On Thu, Mar 12, 2009 at 08:44:23AM -0500, Kenneth Marshall wrote: > Kristian, > > I think the problem is in SearchBuilder/Handle.pm in the function > _MakeClauseCaseInsensitive. It looks like it only skips the lower() > for integer values. I think that you can replace the if test with > something like: > > if ($value !~ /^[\d:- ]+$/) { # don't downcase integer values or timestamps Oops, that should read: if ($value !~ /^[-\d: ]+$/) { # don't downcase integer values or timestamps because when including a dash ('-') in the character list it must come first. Sorry, Ken > > I do not have a sample query to test with, but if this works > please let me know so I can log a bug report against DBIx::SearchBuilder. > > Thanks, > Ken From murattas6 at gmail.com Thu Mar 12 10:11:05 2009 From: murattas6 at gmail.com (Murat TAS) Date: Thu, 12 Mar 2009 16:11:05 +0200 Subject: [rt-users] how to refresh the translation ? Message-ID: Hi, We have RT 3.8.2 installed on Ubuntu Server 8.10 We have translate some words in /opt/rt3/lib/RT/I18N/tr.po file and restarted the rt-server But we did not see any change in the RT web interface.. Is there any other command to refresh the RT (i.e to reload the new "po" file) ? Please help me.My business is affected by this issue.. Thanks Murat -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Thu Mar 12 10:33:50 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 12 Mar 2009 14:33:50 +0000 Subject: [rt-users] how to refresh the translation ? In-Reply-To: References: Message-ID: <49B91D4E.7050204@jennic.com> Murat TAS wrote: > Hi, > > We have RT 3.8.2 installed on Ubuntu Server 8.10 > > We have translate some words in /opt/rt3/lib/RT/I18N/tr.po file and > restarted the rt-server > > But we did not see any change in the RT web interface.. > > Is there any other command to refresh the RT (i.e to reload the new "po" > file) ? http://wiki.bestpractical.com/view/CleanMasonCache -- 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 rtusers-20090205 at billmail.scconsult.com Thu Mar 12 10:45:17 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Thu, 12 Mar 2009 10:45:17 -0400 Subject: [rt-users] Email delay on ticket creation In-Reply-To: References: Message-ID: <49B91FFD.9090108@billmail.scconsult.com> Derek Cunningham wrote, On 3/12/09 8:30 AM: > Hi Bill, > > I really appreciate your time and helpful answers. They have certainly > pointed me in the right direction, and I'll update the list when I have it > solved. > > It's been a bit of a challenge to make this run on Mac OS X, all kinds of > different preinstalled software points to that it 'should' work easily, but > time and time again I find myself fighting against what should be simple > config changes that have been harder to solve than I though it should be. It is useful to keep in mind that Apple acts strategically, even when it looks like they are just being sloppy. MacOS X *Server* is a premium-priced product and has very few truly secret differences from the standard version of MacOS X that comes with a personal Mac, it is mostly a matter of configuration; the desktop version of the system is aggressively configured towards use as a personal computer that is almost exclusively used through the GUI by one person at a time. The Postfix config is an example of this, and if you want Postfix on a Mac to behave like a normal server instance of Postfix, you should either replace it altogether or at least fix the lack of wakeup settings in master.cf. That may also require you to watch out for Apple regressing the change in future updates, but it won't break anything that already works. > At least I have some much more focused searches to make about the postfix > config. I will try changing RT's $MailCommand and $SendmailArguments first > and see if that makes the difference. Well, despite my digression on that option I think that is a second-best approach. It is something one might try if one does not have administrative control of the mail subsystem or has some need to keep the no-wakeup model. The 'sendmailpipe' option for $MailCommand is a much more efficient approach, and I wouldn't suggest switching to 'sendmail' on a high-volume RT machine. I'm not even sure that change will solve the queue delay problem completely. My hypothesis is that it will avoid the problem by serializing the queueing of messages for multiple recipients so that the Postfix 'pickup' process can't win a parallel race with a 'sendmail -oi -t' process that has to parse multiple recipients out of a Bcc header. From rtusers-20090205 at billmail.scconsult.com Thu Mar 12 10:52:21 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Thu, 12 Mar 2009 10:52:21 -0400 Subject: [rt-users] ticket links all pointing to localhost In-Reply-To: <49AF95A4.70001@utilyx.com> References: <49AF95A4.70001@utilyx.com> Message-ID: <49B921A5.3040904@billmail.scconsult.com> Calvin Chiang wrote, On 3/5/09 4:04 AM: > HI > > This has been happening just since this morning. When i add a link - > parent/child/referred etc the link appears fine. but when i > click-through, the url of the page is pointing to localhost e.g. > http://localhost/Ticket/Display.html?id=166 > > Anyone have any idea how i can fix this un? Set the $WebDomain parameter in RT_SiteConfig.pm From murattas6 at gmail.com Thu Mar 12 11:12:21 2009 From: murattas6 at gmail.com (Murat TAS) Date: Thu, 12 Mar 2009 17:12:21 +0200 Subject: [rt-users] how to refresh the translation ? In-Reply-To: <49B91D4E.7050204@jennic.com> References: <49B91D4E.7050204@jennic.com> Message-ID: Hi Mike, Thanks for your quick reply but it did not work.. Still seeing the old ones.. Murat On Thu, Mar 12, 2009 at 4:33 PM, Mike Peachey wrote: > Murat TAS wrote: > > Hi, > > > > We have RT 3.8.2 installed on Ubuntu Server 8.10 > > > > We have translate some words in /opt/rt3/lib/RT/I18N/tr.po file and > > restarted the rt-server > > > > But we did not see any change in the RT web interface.. > > > > Is there any other command to refresh the RT (i.e to reload the new "po" > > file) ? > > http://wiki.bestpractical.com/view/CleanMasonCache > -- > 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 > __________________________________________________ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mfinn at nbutexas.com Thu Mar 12 11:58:15 2009 From: mfinn at nbutexas.com (Michael Finn) Date: Thu, 12 Mar 2009 10:58:15 -0500 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: References: <550841.4863.qm@web58705.mail.re1.yahoo.com> Message-ID: I can't seem to let this go. Comparing the "Download (untitled)" data with my signature, I see that they are the same length and shape -- the same number of characters on each line. That should be a big clue as to the truncation problem, as well as the 'random' spaces in the middle of words -- they correspond to newline positions in my signature. Why does this only happen in IE (6/7/?)? Why only when I'm creating a *new* ticket and not on reply/comment? Still investigating... Mike > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Michael Finn > Sent: Wednesday, March 11, 2009 8:01 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > A-ha! That's a reasonable theory... I've got a signature on my > account; my other users... not so much. ;) > > FWIW, I also have the problem occur on IE6. > > As you suggested, I removed my signature from my Preferences, and the > problem went away. Now, how does this help us solve the problem? If > it were Firefox, I'd use Chris Pederick's wonderful Web Developer add- > on (http://chrispederick.com/work/web-developer/) to pick it apart... > anyone recommend a similar tool for IE7? > > Thanks, > Mike > > > -----Original Message----- > > From: Sean [mailto:stroke_of_death at yahoo.com] > > Sent: Wednesday, March 11, 2009 5:54 PM > > To: Alex Young; rt-users at lists.bestpractical.com; Michael Finn > > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > > > > > I too am seeing this problem. > > > > it only happens when: > > > > 1. the WYSIWYG editor is being used > > 2. IE7 is the browser > > 3. The user has a signature (i.e. RT automatically inserts text) > > > > Im wondering if it has to do with the signature column being TEXT vs. > > VARCHAR or something along those lines.. From toml at bitstatement.net Thu Mar 12 14:18:34 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 12 Mar 2009 11:18:34 -0700 Subject: [rt-users] how to refresh the translation ? In-Reply-To: References: <49B91D4E.7050204@jennic.com> Message-ID: <49B951FA.5010908@bitstatement.net> Murat TAS wrote: > Hi Mike, > > Thanks for your quick reply but it did not work.. > Still seeing the old ones.. > > Murat Did you restart the web server? And please be kind, don't top post :) -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From KFCrocker at lbl.gov Thu Mar 12 15:37:20 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 12 Mar 2009 12:37:20 -0700 Subject: [rt-users] CommandByMail HELP with install Message-ID: <49B96470.3020308@lbl.gov> To all, FIRST and FOREMOST!!! I am NOT a Unix guy. I know it runs on a server and we have a Sparc server and our DataBase is Oracle 10g and we are on RT 3.6.4. However, I have NO IDEA how directories work when it comes to how an install program looks for or defines where to go to find software it wants to install. I am the Admin guy for RT at our site and so I understand privileges, how to create scrips and templates, Queues, etc. But when it comes to INSTALLING RT or any of the available extensions, I'm lost, TOTALLY! I downloaded the CommandByMail extension from CPAN with no problem. However, when I try to follow the instructions, I get the following error: Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm: Now, to be fair, I DO KNOW that we have /opt/rt pointing to /XXXX/rt/rt-3.6.4 (I have to protect our path). From there (/XXXX/rt/rt-3.6.4) I can find all the bin, etc, lib, local, perl, share, and var directories. AND in /XXXX/rtrt-3.6.4/lib I can see a RT directory, a RT.pm file, a RT.pm.in file, and a t directory. Also, I downloaded the extension software to /XXXX/rt/src. So, when I go to /XXXX/rt/src I can find the "un-tared" version of the CommandByMail directory "RT-Extension-CommandByMail-0.05". I'm just not sure where to go from here. Do I have the downloaded CommandByMail directory in the wrong place? DO I move it? Where to? /XXXX/rt/rt-3.6.4? DO I just run "perl Makefile.PL" with some sort of overrides? I'm not an idiot, but I am VERY ignorant on this stuff. I know this is REALLY a pain in the rump for you more experienced people to have to walk an inexperienced person like me thru this, but I'm getting no help from my group except "put it in your directory and play with it". Well, asking me to play with it is like asking an infant to play with a rubik's cube to figure out how it works. I could spend the rest of my life playing with this and not get anywhere. So, if there is a REAL BRAVE SOUL out there, who doesn't mind taking my hand and walking me thru this, PLEASE, PLEASE, PLEASE help me. Thanks. Kenn LBNL From damon at thinkingphones.com Thu Mar 12 15:55:53 2009 From: damon at thinkingphones.com (Damon Miller) Date: Thu, 12 Mar 2009 12:55:53 -0700 Subject: [rt-users] Conditional field validation / input? Message-ID: <4A29003103C85E46A118982CC4731B89021D1908@EXVBE005-2.exch005intermedia.net> Hi all. I've been an RT user for a short while now and I'm continuing to dig deeper as we extend its use. Thanks to Jesse and team for a product which delivers significant flexibility while preserving simplicity of use. Here's my current question: Is there an easy way to add logic such that certain custom fields are required or made available for use only when specific values are set on a particular field? That's a fairly generic question so I'll attempt to illustrate a bit with a scenario or two: 1. As part of an internal business process, we frequently need to work with carriers to effect changes to our telephony platform. I've modeled this through several custom fields, but the challenge is that not all information is available when the process is initiated. Thus, only certain custom fields can be populated when a ticket is created. However, I do want to apply input validation on these values and I'd like to require values at the approprate stage. (The 'stages' are modeled through a custom field drop-down.) If I set validation patterns for the custom fields, they all become required when creating a ticket through the web interface. I'm wondering if there is a way to require data only when the relevant stage is selected. Does this make sense? 2. I'd like to expose certain inputs in response to selections made in other custom fields. As an example, consider a support process covering 10-15 different products, each with its own set of data required for support purposes. Package A might require a serial number and a version whereas Package B might require a processor speed and a power consumption value. One solution is to expose all inputs at all times but I'd like to simplify the interface presented to support staff if at all possible. This would ideally happen by exposing only those custom fields related to a top-level product selection. Another possibility might be to use a separate Queue for each product, I suppose, but I don't think this scales particularly well; imagine a scenario in which there are a large number of products (and therefore Queues). There are many examples of "conditional dropdowns" in HTML. I just wasn't sure if there was something similar in RT. Thanks in advance for any guidance. Regards, Damon From ktm at rice.edu Thu Mar 12 16:02:45 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 12 Mar 2009 15:02:45 -0500 Subject: [rt-users] Conditional field validation / input? In-Reply-To: <4A29003103C85E46A118982CC4731B89021D1908@EXVBE005-2.exch005intermedia.net> References: <4A29003103C85E46A118982CC4731B89021D1908@EXVBE005-2.exch005intermedia.net> Message-ID: <20090312200245.GH13289@it.is.rice.edu> Hi Damon, We have been using RT for a while and I think that you can setup Scrips to do your stage validation at each step along the way and prevent the ticket from moving to the next stage. As far as the drop-down type input or input options revealed when a selection is made, that sounds like it may need AJAX/ Javascript type coding. Maybe you could model it on something like the E-mail autocompletion setup in the Wiki. Cheers, Ken On Thu, Mar 12, 2009 at 12:55:53PM -0700, Damon Miller wrote: > Hi all. I've been an RT user for a short while now and I'm continuing > to dig deeper as we extend its use. Thanks to Jesse and team for a > product which delivers significant flexibility while preserving > simplicity of use. > > > > Here's my current question: Is there an easy way to add logic such that > certain custom fields are required or made available for use only when > specific values are set on a particular field? That's a fairly generic > question so I'll attempt to illustrate a bit with a scenario or two: > > > > 1. As part of an internal business process, we frequently need to work > with carriers to effect changes to our telephony platform. I've modeled > this through several custom fields, but the challenge is that not all > information is available when the process is initiated. Thus, only > certain custom fields can be populated when a ticket is created. > However, I do want to apply input validation on these values and I'd > like to require values at the approprate stage. (The 'stages' are > modeled through a custom field drop-down.) If I set validation patterns > for the custom fields, they all become required when creating a ticket > through the web interface. I'm wondering if there is a way to require > data only when the relevant stage is selected. Does this make sense? > > > 2. I'd like to expose certain inputs in response to selections made in > other custom fields. As an example, consider a support process covering > 10-15 different products, each with its own set of data required for > support purposes. Package A might require a serial number and a version > whereas Package B might require a processor speed and a power > consumption value. One solution is to expose all inputs at all times > but I'd like to simplify the interface presented to support staff if at > all possible. This would ideally happen by exposing only those custom > fields related to a top-level product selection. > > Another possibility might be to use a separate Queue for each product, I > suppose, but I don't think this scales particularly well; imagine a > scenario in which there are a large number of products (and therefore > Queues). There are many examples of "conditional dropdowns" in HTML. I > just wasn't sure if there was something similar in RT. > > > > Thanks in advance for any guidance. > > > Regards, > > Damon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From slane at cedvalinfo.com Thu Mar 12 15:55:29 2009 From: slane at cedvalinfo.com (Simon Lane) Date: Thu, 12 Mar 2009 15:55:29 -0400 Subject: [rt-users] How to get tickets with nested SQL select statement Message-ID: I have an installation of RT (3.6.4) on Oracle and am trying to write a report (a modified MyDay report) that displays only those tickets that have been updated by the current user within a given period. I can get a list of all tickets that have been modified by setting: $Query = "LastUpdated => $olddate AND LastUpdate <= $newdate"; (where $olddate and $newdate are variables) and then calling my $Tickets = RT::Tickets->new($session{'CurrentUser'}); $Tickets->FromSQL($Query); The trouble I have is that the above returns all of the tickets that have been updated within the given period. In order to get around this, I have a fairly complex query that will provide me with a list of ticket IDs that have been modified by a given user within the specified period: select t.id from rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users u,rt.transactions tr,rt.queues q where t.id=ocf.objectid(+) and (ocf.customfield in (1,11,13) or ocf.customfield is null) and u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' and tr.objectid=t.id and trunc(tr.created) between to_DAte('01-JUN-2008','dd-mon-yyyy') and to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0 or ocf.disabled is null) and (ocf.content) in ('Severity 3','Severity 2','Severity 1','Baseline') and upper(u.name)=upper('slane at cedvalinfo.com') group by rollup (trunc(tr.created),(t.id,t.subject)); I would have thought that if I just added "id IN " to the front of this so that, for example: $Query = "id IN (select t.id from rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users u,rt.transactions tr,rt.queues q where t.id=ocf.objectid(+) and (ocf.customfield in (1,11,13) or ocf.customfield is null) and u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' and tr.objectid=t.id and trunc(tr.created) between to_DAte('01-JUN-2008','dd-mon-yyyy') and to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0 or ocf.disabled is null) and (ocf.content) in ('Severity 3','Severity 2','Severity 1','Baseline') and upper(u.name)=upper('slane at cedvalinfo.com') group by rollup (trunc(tr.created),(t.id,t.subject)))"; my $Tickets = RT::Tickets->new($session{'CurrentUser'}); $Tickets->FromSQL($Query); Unfortunately, this does not return anything (that I can see). Running this manually with "Select * from tickets where ...." seems to work, however and I get all the tickets. What is it that I am missing with RT:Tickets->FromSQL ? Any help would be greatly appreciated. Thanks. -- Simon Lane -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 4257 bytes Desc: not available URL: From jarends at illinois.edu Thu Mar 12 16:10:58 2009 From: jarends at illinois.edu (John Arends) Date: Thu, 12 Mar 2009 15:10:58 -0500 Subject: [rt-users] Schema 4.0/4.1 upgrade for MySQL Message-ID: <49B96C52.4050403@illinois.edu> Is the MySQL schema upgrade for the 3.8.x series absolutely critical? The perl script provided with RT (upgrade-mysql-schema.pl) requires DBD::mysql 4. However, RHEL5 comes with DBD::mysql 3. I'm having a heck of a time trying to get DBD::mysql4 to install on RHEL5. What have others done to deal with this? From JoopvandeWege at mococo.nl Thu Mar 12 16:04:11 2009 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Thu, 12 Mar 2009 21:04:11 +0100 Subject: [rt-users] CommandByMail HELP with install In-Reply-To: <49B96470.3020308@lbl.gov> References: <49B96470.3020308@lbl.gov> Message-ID: <49B96ABB.70806@mococo.nl> Kenneth Crocker wrote: > To all, > > > FIRST and FOREMOST!!! I am NOT a Unix guy. I know it runs on a server > and we have a Sparc server and our DataBase is Oracle 10g and we are on > RT 3.6.4. > However, I have NO IDEA how directories work when it comes to how an > install program looks for or defines where to go to find software it > wants to install. I am the Admin guy for RT at our site and so I > understand privileges, how to create scrips and templates, Queues, etc. > But when it comes to INSTALLING RT or any of the available extensions, > I'm lost, TOTALLY! > I downloaded the CommandByMail extension from CPAN with no problem. > However, when I try to follow the instructions, I get the following error: > > > So, if there is a REAL BRAVE SOUL out there, who doesn't mind taking my > hand and walking me thru this, PLEASE, PLEASE, PLEASE help me. > Sorry, I thought I had the answer for you but it seems that something else is going on with perl Makefile.PL. I do have rt installed at /opt/rt3 and 'perl Makefile.PL' does find it there. Now I know of a couple of extensions that ask where RT.pm (AssetTracker) if it can't find it. Don't know how perl figures out that I have rt in /opt/rt3. It certainly isn't in my @INC What could be your problem is that you might have two different perls. One for solaris and one specific for RT? and that in this case you're using the wrong one, just a shot in the dark. Joop From toml at bitstatement.net Thu Mar 12 16:14:18 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 12 Mar 2009 13:14:18 -0700 Subject: [rt-users] Schema 4.0/4.1 upgrade for MySQL In-Reply-To: <49B96C52.4050403@illinois.edu> References: <49B96C52.4050403@illinois.edu> Message-ID: <49B96D1A.3000507@bitstatement.net> John Arends wrote: > Is the MySQL schema upgrade for the 3.8.x series absolutely critical? > The perl script provided with RT (upgrade-mysql-schema.pl) requires > DBD::mysql 4. > > However, RHEL5 comes with DBD::mysql 3. > > I'm having a heck of a time trying to get DBD::mysql4 to install on RHEL5. > > What have others done to deal with this? perl -MCPAN -e "install DBD::Mysql" Perhaps? -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From jarends at illinois.edu Thu Mar 12 16:27:32 2009 From: jarends at illinois.edu (John Arends) Date: Thu, 12 Mar 2009 15:27:32 -0500 Subject: [rt-users] Schema 4.0/4.1 upgrade for MySQL In-Reply-To: <49B96D1A.3000507@bitstatement.net> References: <49B96C52.4050403@illinois.edu> <49B96D1A.3000507@bitstatement.net> Message-ID: <49B97034.7070907@illinois.edu> It fails in all sorts of spectacular ways. I tried doing a manual install, had trouble with that too. Since this step only needs to be done once I'm just going to set up a "throw away" virtual machine and force an RPM to install over the current version and use it to run the script. Tom Lahti wrote: > John Arends wrote: > >> Is the MySQL schema upgrade for the 3.8.x series absolutely critical? >> The perl script provided with RT (upgrade-mysql-schema.pl) requires >> DBD::mysql 4. >> >> However, RHEL5 comes with DBD::mysql 3. >> >> I'm having a heck of a time trying to get DBD::mysql4 to install on RHEL5. >> >> What have others done to deal with this? >> > > perl -MCPAN -e "install DBD::Mysql" > > Perhaps? > > -- > -- ============================ > Tom Lahti > BIT Statement LLC > > (425)251-0833 x 117 > http://www.bitstatement.net/ > -- ============================ > -- John Arends Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign From KFCrocker at lbl.gov Thu Mar 12 16:30:01 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 12 Mar 2009 13:30:01 -0700 Subject: [rt-users] Conditional field validation / input? In-Reply-To: <20090312200245.GH13289@it.is.rice.edu> References: <4A29003103C85E46A118982CC4731B89021D1908@EXVBE005-2.exch005intermedia.net> <20090312200245.GH13289@it.is.rice.edu> Message-ID: <49B970C9.30209@lbl.gov> Damon & Kenneth, I copied /share/html/Elements/EditCustomField into /local/html/Elements/EditCustomField and made these changes after line 76 (rt 3.6.4): if ($Type eq "Text") { $Rows = 8; $Cols = 50; } elsif ($Type eq "Wikitext") { $Rows = 8; $Cols = 50; } elsif ($Type eq "Select" and $MaxValues == 1) { $Rows = 1; $Cols = 30; } This opened up my "text" custom Fields and made all my "Select" Custom Fields have a drop-down box. Hope this helps. Kenn LBNL On 3/12/2009 1:02 PM, Kenneth Marshall wrote: > Hi Damon, > > We have been using RT for a while and I think that you can > setup Scrips to do your stage validation at each step along > the way and prevent the ticket from moving to the next stage. > > As far as the drop-down type input or input options revealed > when a selection is made, that sounds like it may need AJAX/ > Javascript type coding. Maybe you could model it on something > like the E-mail autocompletion setup in the Wiki. > > Cheers, > Ken > > On Thu, Mar 12, 2009 at 12:55:53PM -0700, Damon Miller wrote: >> Hi all. I've been an RT user for a short while now and I'm continuing >> to dig deeper as we extend its use. Thanks to Jesse and team for a >> product which delivers significant flexibility while preserving >> simplicity of use. >> >> >> >> Here's my current question: Is there an easy way to add logic such that >> certain custom fields are required or made available for use only when >> specific values are set on a particular field? That's a fairly generic >> question so I'll attempt to illustrate a bit with a scenario or two: >> >> >> >> 1. As part of an internal business process, we frequently need to work >> with carriers to effect changes to our telephony platform. I've modeled >> this through several custom fields, but the challenge is that not all >> information is available when the process is initiated. Thus, only >> certain custom fields can be populated when a ticket is created. >> However, I do want to apply input validation on these values and I'd >> like to require values at the approprate stage. (The 'stages' are >> modeled through a custom field drop-down.) If I set validation patterns >> for the custom fields, they all become required when creating a ticket >> through the web interface. I'm wondering if there is a way to require >> data only when the relevant stage is selected. Does this make sense? >> >> >> 2. I'd like to expose certain inputs in response to selections made in >> other custom fields. As an example, consider a support process covering >> 10-15 different products, each with its own set of data required for >> support purposes. Package A might require a serial number and a version >> whereas Package B might require a processor speed and a power >> consumption value. One solution is to expose all inputs at all times >> but I'd like to simplify the interface presented to support staff if at >> all possible. This would ideally happen by exposing only those custom >> fields related to a top-level product selection. >> >> Another possibility might be to use a separate Queue for each product, I >> suppose, but I don't think this scales particularly well; imagine a >> scenario in which there are a large number of products (and therefore >> Queues). There are many examples of "conditional dropdowns" in HTML. I >> just wasn't sure if there was something similar in RT. >> >> >> >> Thanks in advance for any guidance. >> >> >> Regards, >> >> Damon >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Mar 12 16:31:16 2009 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 12 Mar 2009 13:31:16 -0700 Subject: [rt-users] CommandByMail HELP with install In-Reply-To: <49B96ABB.70806@mococo.nl> References: <49B96470.3020308@lbl.gov> <49B96ABB.70806@mococo.nl> Message-ID: <49B97114.8030705@lbl.gov> Joop, Thanks for your response. I'll look in my "several" directories and see if there are redundant perl modules. Thanks. Kenn LBNL On 3/12/2009 1:04 PM, Joop van de Wege wrote: > Kenneth Crocker wrote: >> To all, >> >> >> FIRST and FOREMOST!!! I am NOT a Unix guy. I know it runs on a >> server and we have a Sparc server and our DataBase is Oracle 10g and >> we are on RT 3.6.4. >> However, I have NO IDEA how directories work when it comes to how >> an install program looks for or defines where to go to find software >> it wants to install. I am the Admin guy for RT at our site and so I >> understand privileges, how to create scrips and templates, Queues, >> etc. But when it comes to INSTALLING RT or any of the available >> extensions, I'm lost, TOTALLY! >> I downloaded the CommandByMail extension from CPAN with no >> problem. However, when I try to follow the instructions, I get the >> following error: >> >> >> So, if there is a REAL BRAVE SOUL out there, who doesn't mind >> taking my hand and walking me thru this, PLEASE, PLEASE, PLEASE help me. >> > > Sorry, I thought I had the answer for you but it seems that something > else is going on with perl Makefile.PL. > I do have rt installed at /opt/rt3 and 'perl Makefile.PL' does find it > there. Now I know of a couple of extensions that ask where RT.pm > (AssetTracker) if it can't find it. Don't know how perl figures out that > I have rt in /opt/rt3. It certainly isn't in my @INC > What could be your problem is that you might have two different perls. > One for solaris and one specific for RT? and that in this case you're > using the wrong one, just a shot in the dark. > > Joop > From jpierce at cambridgeenergyalliance.org Thu Mar 12 17:25:33 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 12 Mar 2009 17:25:33 -0400 Subject: [rt-users] OfflineEdits update Message-ID: Hello all, I just wanted to point out that I've unraveled some more of the mysteries of "Offline edits," and documented them at http://wiki.bestpractical.com/view/OfflineEdits It's starting to look like a handy tool, and we hope to use it for bulk ticket creation. -- Cambridge Energy Alliance: Save money. Save the planet. From toml at bitstatement.net Thu Mar 12 17:27:05 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 12 Mar 2009 14:27:05 -0700 Subject: [rt-users] Schema 4.0/4.1 upgrade for MySQL In-Reply-To: <49B97034.7070907@illinois.edu> References: <49B96C52.4050403@illinois.edu> <49B96D1A.3000507@bitstatement.net> <49B97034.7070907@illinois.edu> Message-ID: <49B97E29.5040501@bitstatement.net> John Arends wrote: > It fails in all sorts of spectacular ways. I tried doing a manual > install, had trouble with that too. Since this step only needs to be > done once I'm just going to set up a "throw away" virtual machine and > force an RPM to install over the current version and use it to run the > script. DBD::mysql building has a test suite that includes actual SQL queries, for which it needs a database/user/pass to perform the tests. If it doesn't have them the tests fail. There's a way to disable the database tests but I forget what it is off the top of head. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From ruslan.zakirov at gmail.com Thu Mar 12 17:36:47 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 13 Mar 2009 00:36:47 +0300 Subject: [rt-users] How to get tickets with nested SQL select statement In-Reply-To: References: Message-ID: <589c94400903121436n5737f628r73fe7c343a79b439@mail.gmail.com> If you're working on something that's only for you then it's easier to use $RT::Handle ( in 3.8 it should be written as RT->DatabaseHandle ) that returns connection to the DB. This object has SimpleQuery method to execute any SQL. SimpleQuery returns sth (statement handle) described in `perldoc DBI`. So everything in complex looks like this: my $sth = $RT::Handle->SimpleQuery( "any SQL you like" ); while ( my $row = $sth->fetchrow_hashref ) { .... here goes custom processing of the results .... } As you can see you don't get objects but pure data structures without methods, however if you have id of a ticket it's easy to turn it into ticket object and get access to all methods it has. On Thu, Mar 12, 2009 at 10:55 PM, Simon Lane wrote: > I have an installation of RT (3.6.4) on Oracle and am trying to write a > report (a modified MyDay report) that displays only those tickets that have > been updated by the current user within a given period. ?I can get a list of > all tickets that have been modified ?by setting: > > > > $Query = ?LastUpdated => $olddate AND LastUpdate <= $newdate?; > > > > (where $olddate and $newdate are variables) and then calling > > > > my $Tickets = RT::Tickets->new($session{'CurrentUser'}); > > $Tickets->FromSQL($Query); > > > > The trouble I have is that the above returns all of the tickets that have > been updated within the given period. ?In order to get around this, I have a > fairly complex query that will provide me with a list of ticket IDs that > have been modified by a given user within the specified period: > > > > select t.id from?? rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users > u,rt.transactions tr,rt.queues q > > where t.id=ocf.objectid(+) > > and (ocf.customfield in (1,11,13) or ocf.customfield is null) and > u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' > > and tr.objectid=t.id > > and trunc(tr.created) between to_DAte('01-JUN-2008','dd-mon-yyyy') and > to_date('02-JUN-2008','dd-mon-yyyy') > > and (ocf.disabled = 0? or ocf.disabled is null) and (ocf.content) in > ('Severity 3','Severity 2','Severity 1','Baseline') and > upper(u.name)=upper('slane at cedvalinfo.com') > > group by rollup (trunc(tr.created),(t.id,t.subject)); > > > > I would have thought that if I just added ?id IN ? to the front of this so > that, for example: > > > > $Query = ?id IN (select t.id from rt.objectcustomfieldvalues ocf,rt.tickets > t,rt.users u,rt.transactions tr,rt.queues q where t.id=ocf.objectid(+) and > (ocf.customfield in (1,11,13) or ocf.customfield is null) and > u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' and > tr.objectid=t.id and trunc(tr.created) between > to_DAte('01-JUN-2008','dd-mon-yyyy') and > to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0? or ocf.disabled > is null) and (ocf.content) in ('Severity 3','Severity 2','Severity > 1','Baseline') and upper(u.name)=upper('slane at cedvalinfo.com') group by > rollup (trunc(tr.created),(t.id,t.subject)))"; > > my $Tickets = RT::Tickets->new($session{'CurrentUser'}); > > $Tickets->FromSQL($Query); > > > > Unfortunately, this does not return anything (that I can see). > > Running this manually with ?Select * from tickets where ??..? seems to work, > however and I get all the tickets. > > What is it that I am missing with RT:Tickets->FromSQL ? > > > > Any help would be greatly appreciated. > > Thanks. > > > > -- > > Simon Lane > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Mar 12 17:40:30 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 13 Mar 2009 00:40:30 +0300 Subject: [rt-users] OfflineEdits update In-Reply-To: References: Message-ID: <589c94400903121440o6e0ada27p709f0e22a3dcd020@mail.gmail.com> Thank you for putting it together. It's really appreciated. On Fri, Mar 13, 2009 at 12:25 AM, Jerrad Pierce wrote: > Hello all, > > I just wanted to point out that I've unraveled some more of the mysteries of > "Offline edits," and documented them at > http://wiki.bestpractical.com/view/OfflineEdits > It's starting to look like a handy tool, and we hope to use it for > bulk ticket creation. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From rtusers-20090205 at billmail.scconsult.com Thu Mar 12 18:16:49 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Thu, 12 Mar 2009 18:16:49 -0400 Subject: [rt-users] CommandByMail HELP with install In-Reply-To: <49B96470.3020308@lbl.gov> References: <49B96470.3020308@lbl.gov> Message-ID: <49B989D1.20902@billmail.scconsult.com> Kenneth Crocker wrote, On 3/12/09 3:37 PM: > To all, > > > FIRST and FOREMOST!!! I am NOT a Unix guy. I know it runs on a server > and we have a Sparc server and our DataBase is Oracle 10g and we are on > RT 3.6.4. > However, I have NO IDEA how directories work when it comes to how an > install program looks for or defines where to go to find software it > wants to install. I am the Admin guy for RT at our site and so I > understand privileges, how to create scrips and templates, Queues, etc. > But when it comes to INSTALLING RT or any of the available extensions, > I'm lost, TOTALLY! > I downloaded the CommandByMail extension from CPAN with no problem. > However, when I try to follow the instructions, I get the following error: > > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5/sun4-solaris > /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5 > /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris > /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5 > /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl . > /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 > /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib > /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib That smells like a Solaris 8 machine set up by someone with root access and a grand concept for the way custom-built software is to be installed. You may want to enlist that 'someone' (i.e. who should be a "Unix Guy") for help. > Path to your RT.pm: That looks like it is asking for input... You could give it some. "/XXXX/rt/rt-3.6.4/lib/RT.pm" seems likely to be a reasonable answer. "/XXXX/rt/rt-3.6.4/lib" might be all that it needs. > Now, to be fair, I DO KNOW that we have /opt/rt pointing to > /XXXX/rt/rt-3.6.4 (I have to protect our path). If you can rename that symbolic link from /opt/rt to /opt/rt3 the whole problem should go away for this and future cases where you want to install an extension for RT. >From there > (/XXXX/rt/rt-3.6.4) I can find all the bin, etc, lib, local, perl, > share, and var directories. AND in /XXXX/rtrt-3.6.4/lib I can see a RT > directory, a RT.pm file, a RT.pm.in file, and a t directory. > > Also, I downloaded the extension software to /XXXX/rt/src. So, when I > go to /XXXX/rt/src I can find the "un-tared" version of the > CommandByMail directory "RT-Extension-CommandByMail-0.05". > > I'm just not sure where to go from here. Do I have the downloaded > CommandByMail directory in the wrong place? DO I move it? Where to? > /XXXX/rt/rt-3.6.4? DO I just run "perl Makefile.PL" with some sort of > overrides? If you are stuck with /opt/rt instead of /opt/rt3, try this: PERL5LIB=/XXXX/rt/rt-3.6.4/lib export PERL5LIB perl Makefile.PL The first two commands set the PERL5LIB variable to where your RT perl library lives and make that variable visible to child processes, i.e. to the 'perl' process you are running on the third line to do the installation. (That assumes that you are using the default shell on Solaris 8, /bin/sh. If those 2 commands kick back errors, your Unix Guy (the one who installed perl 5.8.5 under /soft) is evil...) > I'm not an idiot, but I am VERY ignorant on this stuff. I know this is > REALLY a pain in the rump for you more experienced people to have to > walk an inexperienced person like me thru this, but I'm getting no help > from my group except "put it in your directory and play with it". Well, > asking me to play with it is like asking an infant to play with a > rubik's cube to figure out how it works. I could spend the rest of my > life playing with this and not get anywhere. That depends on how old you are. After all, that infant might get really good at the cube by age 10 or so. FWIW, many of us learned Unix (or Linux) just that way. For this reason, some of the people reading this are wondering about my suggestion for setting and exporting PERL5LIB in 2 commands, a necessity for the ancient shell in Solaris 8 that is only mostly like the ones in Linux and the BSD's. > So, if there is a REAL BRAVE SOUL out there, who doesn't mind taking my > hand and walking me thru this, PLEASE, PLEASE, PLEASE help me. I hope this has helped. From jpierce at cambridgeenergyalliance.org Thu Mar 12 20:02:33 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 12 Mar 2009 20:02:33 -0400 Subject: [rt-users] Patched statdump/statcron scripts Message-ID: Does anyone still have a copy of this? The website listed on Contributions is gone, and there's no archive.org entry for it... -- Cambridge Energy Alliance: Save money. Save the planet. From kristian.davies at gmail.com Thu Mar 12 20:42:11 2009 From: kristian.davies at gmail.com (Kristian Davies) Date: Fri, 13 Mar 2009 00:42:11 +0000 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: <20090312135133.GE13289@it.is.rice.edu> References: <20090312124230.GB13289@it.is.rice.edu> <20090312134423.GD13289@it.is.rice.edu> <20090312135133.GE13289@it.is.rice.edu> Message-ID: On Thu, Mar 12, 2009 at 1:51 PM, Kenneth Marshall wrote: > On Thu, Mar 12, 2009 at 08:44:23AM -0500, Kenneth Marshall wrote: >> Kristian, >> >> I think the problem is in SearchBuilder/Handle.pm in the function >> _MakeClauseCaseInsensitive. It looks like it only skips the lower() >> for integer values. I think that you can replace the if test with >> something like: >> >> if ($value !~ /^[\d:- ]+$/) { # don't downcase integer values or timestamps > > Oops, that should read: > > if ($value !~ /^[-\d: ]+$/) { # don't downcase integer values or timestamps Excellent. I changed this line in Handle.pm and Pg.pm and it now works again. I wonder if upgrading postgres ( 8.1.9-1.el4s1.1 -> 8.3.6-1PGDG.rhel4) or perl (5.8.8-4.el4s1 -> 5.8.8-6.el4s1_3) could have caused this, as I managed to get it working before without code tweaks. Many thanks Ken! My next project is to convert this back to mysql eventually (82k tickets). A task I'm not looking forward to. Cheers, Kristian From jnaneshwar.bantanur at kavach.net Fri Mar 13 01:54:52 2009 From: jnaneshwar.bantanur at kavach.net (Jnaneshwar Bantanur) Date: Fri, 13 Mar 2009 11:24:52 +0530 Subject: [rt-users] Customer Integration Message-ID: <49B9F52C.9000005@kavach.net> Hi All, Can any buddy please help me out.How to use RT customer Integration.Can I try this way ! I will create a new queue for each customer.And the assigned internal users will be same for all the queues and permissions etc remains the same.Even I want provide a login for each customer where they can see only their tickets and dash board reports.! Is it possible ! We are just migrating ourself from eventum. Thanks in advance for ur valuable suggestions. -------------- next part -------------- A non-text attachment was scrubbed... Name: jnaneshwar_bantanur.vcf Type: text/x-vcard Size: 379 bytes Desc: not available URL: From ktm at rice.edu Fri Mar 13 09:02:20 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 13 Mar 2009 08:02:20 -0500 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: References: <20090312124230.GB13289@it.is.rice.edu> <20090312134423.GD13289@it.is.rice.edu> <20090312135133.GE13289@it.is.rice.edu> Message-ID: <20090313130220.GI13289@it.is.rice.edu> On Fri, Mar 13, 2009 at 12:42:11AM +0000, Kristian Davies wrote: > On Thu, Mar 12, 2009 at 1:51 PM, Kenneth Marshall wrote: > > On Thu, Mar 12, 2009 at 08:44:23AM -0500, Kenneth Marshall wrote: > >> Kristian, > >> > >> I think the problem is in SearchBuilder/Handle.pm in the function > >> _MakeClauseCaseInsensitive. It looks like it only skips the lower() > >> for integer values. I think that you can replace the if test with > >> something like: > >> > >> if ($value !~ /^[\d:- ]+$/) { # don't downcase integer values or timestamps > > > > Oops, that should read: > > > > if ($value !~ /^[-\d: ]+$/) { # don't downcase integer values or timestamps > > Excellent. I changed this line in Handle.pm and Pg.pm and it now works again. > > I wonder if upgrading postgres ( 8.1.9-1.el4s1.1 -> 8.3.6-1PGDG.rhel4) > or perl (5.8.8-4.el4s1 -> 5.8.8-6.el4s1_3) could have caused this, as > I managed to get it working before without code tweaks. > > Many thanks Ken! > > My next project is to convert this back to mysql eventually (82k > tickets). A task I'm not looking forward to. > > Cheers, > Kristian > Kristian, It does sound like something is missing because I am running PostgreSQL 8.3.5 and did not have to make these changes. I do have a question, why are you converting your RT instance to MySQL? Is there a particular problem you are trying to address? Just wondering? Ken From nicolas.chuche at barna.be Fri Mar 13 09:48:21 2009 From: nicolas.chuche at barna.be (Nicolas Chuche) Date: Fri, 13 Mar 2009 14:48:21 +0100 Subject: [rt-users] new release for RTx::Calendar and RTx::EmailCompletion Message-ID: <742e684f0903130648m2e508d25qeea64923d0e1c8e0@mail.gmail.com> I've just upload on cpan new version of those two RT plugins. See below for changes. As I no longer work as a sysadmin, I no longer work daily with RT (but I enjoy the SelfService access :)). I will try to maintain thoses modules but with far less time to do that so if someone is interessed in maintaining them, feel free to send me a mail. Changes for RTx-Calendar 0.07 * add documentation on how to enable plugin in rt 3.8 and later * add configuration to show owner in calendar (Shawn M Moore) * make the popup display fields configurable (Shawn M Moore) * tickets and reminders types (todo/event) are configurable in ical feed Changes for RTx-EmailCompletion 0.06 * add autocompletion in the new "forward a message" page * bugfixes Regards From Simon.Dray at antplc.com Fri Mar 13 10:07:57 2009 From: Simon.Dray at antplc.com (Simon Dray) Date: Fri, 13 Mar 2009 14:07:57 +0000 Subject: [rt-users] Adding Custom fields to RT at a Glance Message-ID: <838d63a1fb4f43015fda8a8d7546d3c075039060@localhost> RT Version 3.8.2 I would like to be able to display in Highest priority tickets (RT at a Glance) a custom filed (Severity) I have looked at the work done by others but nothings seems to be upto date with 3.8.2, does anyone have a recipe or code to do this please. Regards Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristian.davies at gmail.com Fri Mar 13 10:10:08 2009 From: kristian.davies at gmail.com (Kristian Davies) Date: Fri, 13 Mar 2009 14:10:08 +0000 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: <20090313130220.GI13289@it.is.rice.edu> References: <20090312124230.GB13289@it.is.rice.edu> <20090312134423.GD13289@it.is.rice.edu> <20090312135133.GE13289@it.is.rice.edu> <20090313130220.GI13289@it.is.rice.edu> Message-ID: > It does sound like something is missing because I am running > PostgreSQL 8.3.5 and did not have to make these changes. I do have > a question, why are you converting your RT instance to MySQL? Is > there a particular problem you are trying to address? No technical reason, we are a essentially a mysql house and we have two services which are based on Postgre, one of which is RT. RT was originally converted from MySQL when we where investigating our flavour of choice and the decision has long since been made. -Kristian From ktm at rice.edu Fri Mar 13 10:17:28 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 13 Mar 2009 09:17:28 -0500 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: References: <20090312124230.GB13289@it.is.rice.edu> <20090312134423.GD13289@it.is.rice.edu> <20090312135133.GE13289@it.is.rice.edu> <20090313130220.GI13289@it.is.rice.edu> Message-ID: <20090313141728.GL13289@it.is.rice.edu> On Fri, Mar 13, 2009 at 02:10:08PM +0000, Kristian Davies wrote: > > It does sound like something is missing because I am running > > PostgreSQL 8.3.5 and did not have to make these changes. I do have > > a question, why are you converting your RT instance to MySQL? Is > > there a particular problem you are trying to address? > > No technical reason, we are a essentially a mysql house and we have > two services which are based on Postgre, one of which is RT. RT was > originally converted from MySQL when we where investigating our > flavour of choice and the decision has long since been made. > > -Kristian > Thank you for the information. I was hoping that it was something like that. Stick with your areas of expertise to reduce support costs. We are more the other way here with more PostgreSQL than MySQL. What is your plan to provide redundancy/business continuity for your RT instance and what does MySQL for handling full-text searching? We are trying to evaluate possible options for some new MySQL instances and any feedback would be appreciated. Regards, Ken From JBAKER at wgm.us Fri Mar 13 10:45:52 2009 From: JBAKER at wgm.us (Jon Baker) Date: Fri, 13 Mar 2009 09:45:52 -0500 Subject: [rt-users] Search results being filtered after they are generated? Message-ID: <104CBDE6-C500-438B-9884-459149B0EF72@wgm.us> This may be already addressed but I can't find it in the archives and it's driving the heck out of me, especially as we expand RT into more departments and fine tune access restrictions. The most obvious place it seems to happen is on the "X newest unowned tickets" - this list appears to be generated by building a list of the X newest unowned tickets in the entire system, and then if any of those tickets are in queues where you have access to, they will show up in the list, even though the total count is less than X and you do indeed have more than X unowned tickets you should see. I.e, if another department adds 20 tickets because of some project they are doing (we do a lot of parent/child tickets for steps involved to accomplish the main ticket) then it appears that there are no unowned tickets, which usually results in tickets getting buried and forgotten about. A less obvious but equally frustrating scenario is when you perform a search of some sort and end up with multiple blank pages because you only have access to view a small number of tickets in the search results. Is there a way to make this work as expected? I'm hoping there might be something in my configuration that is causing this. -- Jon Baker Information Technology Willie George Ministries 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 From ruslan.zakirov at gmail.com Fri Mar 13 11:32:50 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 13 Mar 2009 18:32:50 +0300 Subject: [rt-users] Search results being filtered after they are generated? In-Reply-To: <104CBDE6-C500-438B-9884-459149B0EF72@wgm.us> References: <104CBDE6-C500-438B-9884-459149B0EF72@wgm.us> Message-ID: <589c94400903130832q56bede0fg50631daa98032e71@mail.gmail.com> UseSQLForACLChecks On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker wrote: > This may be already addressed but I can't find it in the archives and > it's driving the heck out of me, especially as we expand RT into more > departments and fine tune access restrictions. > > The most obvious place it seems to happen is on the "X newest unowned > tickets" - this list appears to be generated by building a list of the > X newest unowned tickets in the entire system, and then if any of > those tickets are in queues where you have access to, they will show > up in the list, even though the total count is less than X and you do > indeed have more than X unowned tickets you should see. ?I.e, if > another department adds 20 tickets because of some project they are > doing (we do a lot of parent/child tickets for steps involved to > accomplish the main ticket) then it appears that there are no unowned > tickets, which usually results in tickets getting buried and forgotten > about. > > A less obvious but equally frustrating scenario is when you perform a > search of some sort and end up with multiple blank pages because you > only have access to view a small number of tickets in the search > results. > > Is there a way to make this work as expected? ?I'm hoping there might > be something in my configuration that is causing this. > -- > 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 JBAKER at wgm.us Fri Mar 13 11:58:59 2009 From: JBAKER at wgm.us (Jon Baker) Date: Fri, 13 Mar 2009 10:58:59 -0500 Subject: [rt-users] Search results being filtered after they are generated? In-Reply-To: <589c94400903130832q56bede0fg50631daa98032e71@mail.gmail.com> References: <104CBDE6-C500-438B-9884-459149B0EF72@wgm.us> <589c94400903130832q56bede0fg50631daa98032e71@mail.gmail.com> Message-ID: <706BF411-DA10-4AF3-8CC0-6C8EFBD4EB5F@wgm.us> Thanks, that looks like it's exactly what I was looking for! On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote: > UseSQLForACLChecks > > On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker wrote: >> This may be already addressed but I can't find it in the archives and >> it's driving the heck out of me, especially as we expand RT into more >> departments and fine tune access restrictions. >> >> The most obvious place it seems to happen is on the "X newest unowned >> tickets" - this list appears to be generated by building a list of >> the >> X newest unowned tickets in the entire system, and then if any of >> those tickets are in queues where you have access to, they will show >> up in the list, even though the total count is less than X and you do >> indeed have more than X unowned tickets you should see. I.e, if >> another department adds 20 tickets because of some project they are >> doing (we do a lot of parent/child tickets for steps involved to >> accomplish the main ticket) then it appears that there are no unowned >> tickets, which usually results in tickets getting buried and >> forgotten >> about. >> >> A less obvious but equally frustrating scenario is when you perform a >> search of some sort and end up with multiple blank pages because you >> only have access to view a small number of tickets in the search >> results. >> >> Is there a way to make this work as expected? I'm hoping there might >> be something in my configuration that is causing this. >> -- >> 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. -- Jon Baker Information Technology Willie George Ministries 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 From JBAKER at wgm.us Fri Mar 13 12:28:01 2009 From: JBAKER at wgm.us (Jon Baker) Date: Fri, 13 Mar 2009 11:28:01 -0500 Subject: [rt-users] Search results being filtered after they are generated? In-Reply-To: <589c94400903130832q56bede0fg50631daa98032e71@mail.gmail.com> References: <104CBDE6-C500-438B-9884-459149B0EF72@wgm.us> <589c94400903130832q56bede0fg50631daa98032e71@mail.gmail.com> Message-ID: <44EF2D4C-588E-42BE-BAA3-B29F13D19FE8@wgm.us> Ok, this at first appeared to work - but after a few minutes I got a call that the quick search wasn't working as expected. I have users defined in groups for AdminCC's of some queues. Before, the quick search list correctly showed, let's say, 15 open tickets in the IT queue. Of those 15 tickets, 5 were created by jimb, so he is the requester of those tickets. Jimb is the owner of two of them. After turning on UseSQLForACLChecks, he now only sees 7 tickets in the quick search, and when he clicks on the queue he sees only the 7 tickets that he is explicitly assigned as a watcher instead of the entire queue that he is in a group that is defined as AdminCC. I'm running rt version 3.8.2-5.fc10 on MySQL 5.0.67-2.fc10 On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote: > UseSQLForACLChecks > > On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker wrote: >> This may be already addressed but I can't find it in the archives and >> it's driving the heck out of me, especially as we expand RT into more >> departments and fine tune access restrictions. >> >> The most obvious place it seems to happen is on the "X newest unowned >> tickets" - this list appears to be generated by building a list of >> the >> X newest unowned tickets in the entire system, and then if any of >> those tickets are in queues where you have access to, they will show >> up in the list, even though the total count is less than X and you do >> indeed have more than X unowned tickets you should see. I.e, if >> another department adds 20 tickets because of some project they are >> doing (we do a lot of parent/child tickets for steps involved to >> accomplish the main ticket) then it appears that there are no unowned >> tickets, which usually results in tickets getting buried and >> forgotten >> about. >> >> A less obvious but equally frustrating scenario is when you perform a >> search of some sort and end up with multiple blank pages because you >> only have access to view a small number of tickets in the search >> results. >> >> Is there a way to make this work as expected? I'm hoping there might >> be something in my configuration that is causing this. >> -- >> 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. -- Jon Baker Information Technology Willie George Ministries 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 From ruslan.zakirov at gmail.com Fri Mar 13 12:38:37 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 13 Mar 2009 19:38:37 +0300 Subject: [rt-users] Search results being filtered after they are generated? In-Reply-To: <44EF2D4C-588E-42BE-BAA3-B29F13D19FE8@wgm.us> References: <104CBDE6-C500-438B-9884-459149B0EF72@wgm.us> <589c94400903130832q56bede0fg50631daa98032e71@mail.gmail.com> <44EF2D4C-588E-42BE-BAA3-B29F13D19FE8@wgm.us> Message-ID: <589c94400903130938s3ce862caycb32f265e25cf25b@mail.gmail.com> How ShowTicket right is assigned to AdminCc? Is it global or it's on queue? Can you list all points where ShowTicket right is assigned, so I can try to reproduce it locally? On Fri, Mar 13, 2009 at 7:28 PM, Jon Baker wrote: > Ok, this at first appeared to work - but after a few minutes I got a call > that the quick search wasn't working as expected. > > I have users defined in groups for AdminCC's of some queues. ?Before, the > quick search list correctly showed, let's say, 15 open tickets in the IT > queue. ?Of those 15 tickets, 5 were created by jimb, so he is the requester > of those tickets. ?Jimb is the owner of two of them. ?After turning on > UseSQLForACLChecks, he now only sees 7 tickets in the quick search, and when > he clicks on the queue he sees only the 7 tickets that he is explicitly > assigned as a watcher instead of the entire queue that he is in a group that > is defined as AdminCC. > > I'm running rt version 3.8.2-5.fc10 on MySQL 5.0.67-2.fc10 > > On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote: > >> UseSQLForACLChecks >> >> On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker wrote: >>> >>> This may be already addressed but I can't find it in the archives and >>> it's driving the heck out of me, especially as we expand RT into more >>> departments and fine tune access restrictions. >>> >>> The most obvious place it seems to happen is on the "X newest unowned >>> tickets" - this list appears to be generated by building a list of the >>> X newest unowned tickets in the entire system, and then if any of >>> those tickets are in queues where you have access to, they will show >>> up in the list, even though the total count is less than X and you do >>> indeed have more than X unowned tickets you should see. ?I.e, if >>> another department adds 20 tickets because of some project they are >>> doing (we do a lot of parent/child tickets for steps involved to >>> accomplish the main ticket) then it appears that there are no unowned >>> tickets, which usually results in tickets getting buried and forgotten >>> about. >>> >>> A less obvious but equally frustrating scenario is when you perform a >>> search of some sort and end up with multiple blank pages because you >>> only have access to view a small number of tickets in the search >>> results. >>> >>> Is there a way to make this work as expected? ?I'm hoping there might >>> be something in my configuration that is causing this. >>> -- >>> 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. > > -- > Jon Baker > Information Technology > Willie George Ministries > 1003 N 129th E Ave > Tulsa OK 74116 > (918) 234-5656 > > > -- Best regards, Ruslan. From JBAKER at wgm.us Fri Mar 13 12:41:47 2009 From: JBAKER at wgm.us (Jon Baker) Date: Fri, 13 Mar 2009 11:41:47 -0500 Subject: [rt-users] Search results being filtered after they are generated? In-Reply-To: <589c94400903130938s3ce862caycb32f265e25cf25b@mail.gmail.com> References: <104CBDE6-C500-438B-9884-459149B0EF72@wgm.us> <589c94400903130832q56bede0fg50631daa98032e71@mail.gmail.com> <44EF2D4C-588E-42BE-BAA3-B29F13D19FE8@wgm.us> <589c94400903130938s3ce862caycb32f265e25cf25b@mail.gmail.com> Message-ID: ShowTicket is assigned only at global:AdminCc. There are no rights assigned at the queue level. On Mar 13, 2009, at 11:38 AM, Ruslan Zakirov wrote: > How ShowTicket right is assigned to AdminCc? Is it global or it's on > queue? Can you list all points where ShowTicket right is assigned, so > I can try to reproduce it locally? > > On Fri, Mar 13, 2009 at 7:28 PM, Jon Baker wrote: >> Ok, this at first appeared to work - but after a few minutes I got >> a call >> that the quick search wasn't working as expected. >> >> I have users defined in groups for AdminCC's of some queues. >> Before, the >> quick search list correctly showed, let's say, 15 open tickets in >> the IT >> queue. Of those 15 tickets, 5 were created by jimb, so he is the >> requester >> of those tickets. Jimb is the owner of two of them. After turning >> on >> UseSQLForACLChecks, he now only sees 7 tickets in the quick search, >> and when >> he clicks on the queue he sees only the 7 tickets that he is >> explicitly >> assigned as a watcher instead of the entire queue that he is in a >> group that >> is defined as AdminCC. >> >> I'm running rt version 3.8.2-5.fc10 on MySQL 5.0.67-2.fc10 >> >> On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote: >> >>> UseSQLForACLChecks >>> >>> On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker wrote: >>>> >>>> This may be already addressed but I can't find it in the archives >>>> and >>>> it's driving the heck out of me, especially as we expand RT into >>>> more >>>> departments and fine tune access restrictions. >>>> >>>> The most obvious place it seems to happen is on the "X newest >>>> unowned >>>> tickets" - this list appears to be generated by building a list >>>> of the >>>> X newest unowned tickets in the entire system, and then if any of >>>> those tickets are in queues where you have access to, they will >>>> show >>>> up in the list, even though the total count is less than X and >>>> you do >>>> indeed have more than X unowned tickets you should see. I.e, if >>>> another department adds 20 tickets because of some project they are >>>> doing (we do a lot of parent/child tickets for steps involved to >>>> accomplish the main ticket) then it appears that there are no >>>> unowned >>>> tickets, which usually results in tickets getting buried and >>>> forgotten >>>> about. >>>> >>>> A less obvious but equally frustrating scenario is when you >>>> perform a >>>> search of some sort and end up with multiple blank pages because >>>> you >>>> only have access to view a small number of tickets in the search >>>> results. >>>> >>>> Is there a way to make this work as expected? I'm hoping there >>>> might >>>> be something in my configuration that is causing this. >>>> -- >>>> 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. >> >> -- >> Jon Baker >> Information Technology >> Willie George Ministries >> 1003 N 129th E Ave >> Tulsa OK 74116 >> (918) 234-5656 >> >> >> > > > > -- > Best regards, Ruslan. -- Jon Baker Information Technology Willie George Ministries 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 From slane at cedvalinfo.com Fri Mar 13 12:52:05 2009 From: slane at cedvalinfo.com (Simon Lane) Date: Fri, 13 Mar 2009 12:52:05 -0400 Subject: [rt-users] How to get tickets with nested SQL select statement In-Reply-To: <589c94400903121436n5737f628r73fe7c343a79b439@mail.gmail.com> References: <589c94400903121436n5737f628r73fe7c343a79b439@mail.gmail.com> Message-ID: I must be doing something wrong. My initial query manually returns: ID ---------- 4346 4359 4486 4534 4535 4600 4346 4359 4486 4534 When I run the code as follows, I don't seem to get anything: my $sth = $RT::Handle->SimpleQuery( "select t.id from rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users u,rt.transactions tr,rt.queues q where t.id=ocf.objectid(+) and (ocf.customfield in (1,11,13) or ocf.customfield is null) and u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' and tr.objectid=t.id and trunc(tr.created) between to_DAte('01-JUN-2008','dd-mon-yyyy') and to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0 or ocf.disabled is null) and (ocf.content) in ('Severity 3','Severity 2','Severity 1','Baseline') and upper(u.name)=upper('root') group by rollup (trunc(tr.created),(t.id,t.subject))" ); $sth->execute(); my $ticket_id; $sth->bind_columns( undef, \$ticket_id ); my @Tickets; my $sql_query; my $ticket_count = 0; while ( $sth->fetch()) { $Query = "id = $ticket_id"; $sql_query = $Query; $Tickets[$ticket_count] = RT::Tickets->new($session{'CurrentUser'}); $Tickets[$ticket_count]->FromSQL($Query); $ticket_count++; } Sorry, I realize this might be a bit basic, but I am new and learning this. Thanks very much. -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: March 12, 2009 5:37 PM To: Simon Lane Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to get tickets with nested SQL select statement If you're working on something that's only for you then it's easier to use $RT::Handle ( in 3.8 it should be written as RT->DatabaseHandle ) that returns connection to the DB. This object has SimpleQuery method to execute any SQL. SimpleQuery returns sth (statement handle) described in `perldoc DBI`. So everything in complex looks like this: my $sth = $RT::Handle->SimpleQuery( "any SQL you like" ); while ( my $row = $sth->fetchrow_hashref ) { .... here goes custom processing of the results .... } As you can see you don't get objects but pure data structures without methods, however if you have id of a ticket it's easy to turn it into ticket object and get access to all methods it has. On Thu, Mar 12, 2009 at 10:55 PM, Simon Lane wrote: > I have an installation of RT (3.6.4) on Oracle and am trying to write a > report (a modified MyDay report) that displays only those tickets that have > been updated by the current user within a given period. ?I can get a list of > all tickets that have been modified ?by setting: > > > > $Query = ?LastUpdated => $olddate AND LastUpdate <= $newdate?; > > > > (where $olddate and $newdate are variables) and then calling > > > > my $Tickets = RT::Tickets->new($session{'CurrentUser'}); > > $Tickets->FromSQL($Query); > > > > The trouble I have is that the above returns all of the tickets that have > been updated within the given period. ?In order to get around this, I have a > fairly complex query that will provide me with a list of ticket IDs that > have been modified by a given user within the specified period: > > > > select t.id from?? rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users > u,rt.transactions tr,rt.queues q > > where t.id=ocf.objectid(+) > > and (ocf.customfield in (1,11,13) or ocf.customfield is null) and > u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' > > and tr.objectid=t.id > > and trunc(tr.created) between to_DAte('01-JUN-2008','dd-mon-yyyy') and > to_date('02-JUN-2008','dd-mon-yyyy') > > and (ocf.disabled = 0? or ocf.disabled is null) and (ocf.content) in > ('Severity 3','Severity 2','Severity 1','Baseline') and > upper(u.name)=upper('slane at cedvalinfo.com') > > group by rollup (trunc(tr.created),(t.id,t.subject)); > > > > I would have thought that if I just added ?id IN ? to the front of this so > that, for example: > > > > $Query = ?id IN (select t.id from rt.objectcustomfieldvalues ocf,rt.tickets > t,rt.users u,rt.transactions tr,rt.queues q where t.id=ocf.objectid(+) and > (ocf.customfield in (1,11,13) or ocf.customfield is null) and > u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' and > tr.objectid=t.id and trunc(tr.created) between > to_DAte('01-JUN-2008','dd-mon-yyyy') and > to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0? or ocf.disabled > is null) and (ocf.content) in ('Severity 3','Severity 2','Severity > 1','Baseline') and upper(u.name)=upper('slane at cedvalinfo.com') group by > rollup (trunc(tr.created),(t.id,t.subject)))"; > > my $Tickets = RT::Tickets->new($session{'CurrentUser'}); > > $Tickets->FromSQL($Query); > > > > Unfortunately, this does not return anything (that I can see). > > Running this manually with ?Select * from tickets where ..? seems to work, > however and I get all the tickets. > > What is it that I am missing with RT:Tickets->FromSQL ? > > > > Any help would be greatly appreciated. > > Thanks. > > > > -- > > Simon Lane > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 4257 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Fri Mar 13 13:06:38 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 13 Mar 2009 20:06:38 +0300 Subject: [rt-users] How to get tickets with nested SQL select statement In-Reply-To: References: <589c94400903121436n5737f628r73fe7c343a79b439@mail.gmail.com> Message-ID: <589c94400903131006y5d8ee4a1q6e6868d933b69545@mail.gmail.com> SimpleQuery does binding for you, ->SimpleQuery("... WHERE x = ? ...", $binding, $another_one_binding); So sth you get is ready for fetching. If sth is not true value then it's an error. On Fri, Mar 13, 2009 at 7:52 PM, Simon Lane wrote: > I must be doing something wrong. ?My initial query manually returns: > ? ? ? ?ID > ---------- > ? ? ?4346 > ? ? ?4359 > ? ? ?4486 > ? ? ?4534 > ? ? ?4535 > > ? ? ?4600 > ? ? ?4346 > ? ? ?4359 > ? ? ?4486 > ? ? ?4534 > > > When I run the code as follows, I don't seem to get anything: > > my $sth = $RT::Handle->SimpleQuery( "select t.id from > rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users u,rt.transactions > tr,rt.queues q where t.id=ocf.objectid(+) and (ocf.customfield in (1,11,13) > or ocf.customfield is null) and u.id=tr.creator and q.id=t.queue and > tr.objecttype like '%Ticket' and tr.objectid=t.id and trunc(tr.created) > between to_DAte('01-JUN-2008','dd-mon-yyyy') and > to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0 ?or ocf.disabled > is null) and (ocf.content) in ('Severity 3','Severity 2','Severity > 1','Baseline') and upper(u.name)=upper('root') group by rollup > (trunc(tr.created),(t.id,t.subject))" ); > $sth->execute(); > my $ticket_id; > $sth->bind_columns( undef, \$ticket_id ); > my @Tickets; > my $sql_query; > my $ticket_count = 0; > while ( $sth->fetch()) > ? ? ? ?{ > ? ? ? ?$Query = "id = $ticket_id"; > ? ? ? ?$sql_query = $Query; > ? ? ? ?$Tickets[$ticket_count] = RT::Tickets->new($session{'CurrentUser'}); > ? ? ? ?$Tickets[$ticket_count]->FromSQL($Query); > ? ? ? ?$ticket_count++; > ? ? ? ?} > > Sorry, I realize this might be a bit basic, but I am new and learning this. > Thanks very much. > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: March 12, 2009 5:37 PM > To: Simon Lane > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] How to get tickets with nested SQL select statement > > If you're working on something that's only for you then it's easier to > use $RT::Handle ( in 3.8 it should be written as RT->DatabaseHandle ) > that returns connection to the DB. This object has SimpleQuery method > to execute any SQL. SimpleQuery returns sth (statement handle) > described in `perldoc DBI`. So everything in complex looks like this: > > my $sth = $RT::Handle->SimpleQuery( "any SQL you like" ); > while ( my $row = $sth->fetchrow_hashref ) { > .... here goes custom processing of the results .... > } > > As you can see you don't get objects but pure data structures without > methods, however if you have id of a ticket it's easy to turn it into > ticket object and get access to all methods it has. > > On Thu, Mar 12, 2009 at 10:55 PM, Simon Lane wrote: >> I have an installation of RT (3.6.4) on Oracle and am trying to write a >> report (a modified MyDay report) that displays only those tickets that > have >> been updated by the current user within a given period. ?I can get a list > of >> all tickets that have been modified ?by setting: >> >> >> >> $Query = ?LastUpdated => $olddate AND LastUpdate <= $newdate?; >> >> >> >> (where $olddate and $newdate are variables) and then calling >> >> >> >> my $Tickets = RT::Tickets->new($session{'CurrentUser'}); >> >> $Tickets->FromSQL($Query); >> >> >> >> The trouble I have is that the above returns all of the tickets that have >> been updated within the given period. ?In order to get around this, I have > a >> fairly complex query that will provide me with a list of ticket IDs that >> have been modified by a given user within the specified period: >> >> >> >> select t.id from?? rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users >> u,rt.transactions tr,rt.queues q >> >> where t.id=ocf.objectid(+) >> >> and (ocf.customfield in (1,11,13) or ocf.customfield is null) and >> u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' >> >> and tr.objectid=t.id >> >> and trunc(tr.created) between to_DAte('01-JUN-2008','dd-mon-yyyy') and >> to_date('02-JUN-2008','dd-mon-yyyy') >> >> and (ocf.disabled = 0? or ocf.disabled is null) and (ocf.content) in >> ('Severity 3','Severity 2','Severity 1','Baseline') and >> upper(u.name)=upper('slane at cedvalinfo.com') >> >> group by rollup (trunc(tr.created),(t.id,t.subject)); >> >> >> >> I would have thought that if I just added ?id IN ? to the front of this so >> that, for example: >> >> >> >> $Query = ?id IN (select t.id from rt.objectcustomfieldvalues > ocf,rt.tickets >> t,rt.users u,rt.transactions tr,rt.queues q where t.id=ocf.objectid(+) and >> (ocf.customfield in (1,11,13) or ocf.customfield is null) and >> u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' and >> tr.objectid=t.id and trunc(tr.created) between >> to_DAte('01-JUN-2008','dd-mon-yyyy') and >> to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0? or > ocf.disabled >> is null) and (ocf.content) in ('Severity 3','Severity 2','Severity >> 1','Baseline') and upper(u.name)=upper('slane at cedvalinfo.com') group by >> rollup (trunc(tr.created),(t.id,t.subject)))"; >> >> my $Tickets = RT::Tickets->new($session{'CurrentUser'}); >> >> $Tickets->FromSQL($Query); >> >> >> >> Unfortunately, this does not return anything (that I can see). >> >> Running this manually with ?Select * from tickets where ??..? seems to > work, >> however and I get all the tickets. >> >> What is it that I am missing with RT:Tickets->FromSQL ? >> >> >> >> Any help would be greatly appreciated. >> >> Thanks. >> >> >> >> -- >> >> Simon Lane >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 Fri Mar 13 13:11:07 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 13 Mar 2009 20:11:07 +0300 Subject: [rt-users] Search results being filtered after they are generated? In-Reply-To: References: <104CBDE6-C500-438B-9884-459149B0EF72@wgm.us> <589c94400903130832q56bede0fg50631daa98032e71@mail.gmail.com> <44EF2D4C-588E-42BE-BAA3-B29F13D19FE8@wgm.us> <589c94400903130938s3ce862caycb32f265e25cf25b@mail.gmail.com> Message-ID: <589c94400903131011y78fb5db7xa530f9002614192a@mail.gmail.com> What about other ways people get ShowTicket right? Also very important thing. Have you used rt-validator with --resolve option enabled on this DB? If yes then delete user from group, add back, restart server and test. There is bug that may delete required records from CGM table in rt-validator. Bug is fixed in upcoming 3.8.3. On Fri, Mar 13, 2009 at 7:41 PM, Jon Baker wrote: > ShowTicket is assigned only at global:AdminCc. ?There are no rights assigned > at the queue level. > > On Mar 13, 2009, at 11:38 AM, Ruslan Zakirov wrote: > >> How ShowTicket right is assigned to AdminCc? Is it global or it's on >> queue? Can you list all points where ShowTicket right is assigned, so >> I can try to reproduce it locally? >> >> On Fri, Mar 13, 2009 at 7:28 PM, Jon Baker wrote: >>> >>> Ok, this at first appeared to work - but after a few minutes I got a call >>> that the quick search wasn't working as expected. >>> >>> I have users defined in groups for AdminCC's of some queues. ?Before, the >>> quick search list correctly showed, let's say, 15 open tickets in the IT >>> queue. ?Of those 15 tickets, 5 were created by jimb, so he is the >>> requester >>> of those tickets. ?Jimb is the owner of two of them. ?After turning on >>> UseSQLForACLChecks, he now only sees 7 tickets in the quick search, and >>> when >>> he clicks on the queue he sees only the 7 tickets that he is explicitly >>> assigned as a watcher instead of the entire queue that he is in a group >>> that >>> is defined as AdminCC. >>> >>> I'm running rt version 3.8.2-5.fc10 on MySQL 5.0.67-2.fc10 >>> >>> On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote: >>> >>>> UseSQLForACLChecks >>>> >>>> On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker wrote: >>>>> >>>>> This may be already addressed but I can't find it in the archives and >>>>> it's driving the heck out of me, especially as we expand RT into more >>>>> departments and fine tune access restrictions. >>>>> >>>>> The most obvious place it seems to happen is on the "X newest unowned >>>>> tickets" - this list appears to be generated by building a list of the >>>>> X newest unowned tickets in the entire system, and then if any of >>>>> those tickets are in queues where you have access to, they will show >>>>> up in the list, even though the total count is less than X and you do >>>>> indeed have more than X unowned tickets you should see. ?I.e, if >>>>> another department adds 20 tickets because of some project they are >>>>> doing (we do a lot of parent/child tickets for steps involved to >>>>> accomplish the main ticket) then it appears that there are no unowned >>>>> tickets, which usually results in tickets getting buried and forgotten >>>>> about. >>>>> >>>>> A less obvious but equally frustrating scenario is when you perform a >>>>> search of some sort and end up with multiple blank pages because you >>>>> only have access to view a small number of tickets in the search >>>>> results. >>>>> >>>>> Is there a way to make this work as expected? ?I'm hoping there might >>>>> be something in my configuration that is causing this. >>>>> -- >>>>> 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. >>> >>> -- >>> Jon Baker >>> Information Technology >>> Willie George Ministries >>> 1003 N 129th E Ave >>> Tulsa OK 74116 >>> (918) 234-5656 >>> >>> >>> >> >> >> >> -- >> Best regards, Ruslan. > > -- > Jon Baker > Information Technology > Willie George Ministries > 1003 N 129th E Ave > Tulsa OK 74116 > (918) 234-5656 > > > -- Best regards, Ruslan. From paul_vlaar at isc.org Fri Mar 13 14:30:54 2009 From: paul_vlaar at isc.org (Paul Vlaar) Date: Fri, 13 Mar 2009 19:30:54 +0100 Subject: [rt-users] using custom field value in scrip condition Message-ID: <49BAA65E.3020807@isc.org> I'm trying to make an autoreply trigger by a custom field value that applies to a Queue, not a ticket, as I want this value to be the same on all newly created tickets. This is what I've tried so far, but it's not being triggered: Condition: User Defined Action: Autoreply To Requestors Template: Global Template: Contract Expiring Stage: TransactionCreate Custom condition: if ( $self->TicketObj->FirstCustomFieldValue('Contract') eq "expiring" ) return 1; } else { return 0; } I've also tried: $self->TicketObj->QueueObj->FirstCustomFieldValue('Contract') eq "expiring" ) And also: $self->QueueObj->FirstCustomFieldValue('Contract') My question is: how do I reference a custom field value that applies to the Queue that a ticket belongs to? Thanks, ~paul From KFCrocker at lbl.gov Fri Mar 13 14:45:08 2009 From: KFCrocker at lbl.gov (Kenneth F Crocker) Date: Fri, 13 Mar 2009 11:45:08 -0700 Subject: [rt-users] Advice for New Machine Message-ID: To all (especially Jesse and Ruslan), I have been given the opportunity to have a new development zone created for RT. I was asked if I wanted the new zone to be Linux or Solaris based. So, all you gurus out there, what's best? I know that most of this stuff was designed for Solaris, but is everything going toward Linux now? If I am going to move forward with RT, and I CERTAINLY AM, which would be best? Is it easier to do upgrades on Solaris as opposed to Linux? What about contributions like "CommanByMail"? In fact, as some of you have seen my latest trouble getting "ComandByMail to even install on my current zone, my old, old, old zone is the reason I am being given this new development zone. I can set it up any way I want and I WANT it to be set up so that installing RT and future upgrades will be simpler and easier than it has for me in the past. So, Any advice? Thanks. Kenn LBNL From paul_vlaar at isc.org Fri Mar 13 14:58:17 2009 From: paul_vlaar at isc.org (Paul Vlaar) Date: Fri, 13 Mar 2009 19:58:17 +0100 Subject: [rt-users] using custom field that applies to group as custom scrip condition In-Reply-To: <49AECACD.6070805@lbl.gov> References: <49AE5C06.9040505@isc.org> <49AECACD.6070805@lbl.gov> Message-ID: <49BAACC9.1090201@isc.org> I've used your example Kenneth, with slight alternations, but this doesn't trigger: 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 => "Contract"); return 1 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "expiring") { return 1; } } I've also tried $trans->Value but it's still not working. Is there any way to debug this stuff? ~paul On Wed Mar 04 2009 19:39:09 GMT+0100 (CET), Kenneth Crocker wrote: > I use the following scrip for the condition and it works for me: > > 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 => "Review Process"); > return 0 unless $cf->id; > if ($trans->Field == $cf->id && > $trans->NewValue eq "Review Complete-Approved") > { > return 1; > } > } > > return 0; -- Paul_Vlaar at isc.org - ISC Operations - +1 650 423 1349 - PGP 0x294EC062 From paul_vlaar at isc.org Fri Mar 13 15:00:31 2009 From: paul_vlaar at isc.org (Paul Vlaar) Date: Fri, 13 Mar 2009 20:00:31 +0100 Subject: [rt-users] using custom field that applies to group as custom scrip condition In-Reply-To: <49BAACC9.1090201@isc.org> References: <49AE5C06.9040505@isc.org> <49AECACD.6070805@lbl.gov> <49BAACC9.1090201@isc.org> Message-ID: <49BAAD4F.1050601@isc.org> On Fri Mar 13 2009 19:58:17 GMT+0100 (CET), Paul Vlaar wrote: > 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 => "Contract"); > > return 1 unless $cf->id; This is actually a "return 0", but I had it set to 1 for debugging. > > if ($trans->Field == $cf->id && $trans->NewValue eq "expiring") { > return 1; > } > } -- Paul_Vlaar at isc.org - ISC Operations - +1 650 423 1349 - PGP 0x294EC062 From Hossein.Rafighi at triumf.ca Fri Mar 13 14:55:40 2009 From: Hossein.Rafighi at triumf.ca (Hossein Rafighi) Date: Fri, 13 Mar 2009 11:55:40 -0700 Subject: [rt-users] scrip for tickets In-Reply-To: References: Message-ID: <49BAAC2C.1090809@triumf.ca> Hi, Is there a way to move tickets between queues via email? We can open, reply, resolve/close them via email, but I don't know of any ways to move them between queues except through CLI and web interface. Thanks in advance for your reply, -- and cheers, Hossein -- _____ _____ _____ _ _ _ _ ____ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca From jul-rt at julbox.net Fri Mar 13 14:58:15 2009 From: jul-rt at julbox.net (jul) Date: Fri, 13 Mar 2009 19:58:15 +0100 (CET) Subject: [rt-users] weirdness in scrip Message-ID: <50720.84.103.45.152.1236970695.squirrel@squirrel.est-unique.net> Hi, How do I return a Result when refusing a transaction so that user know what they did wrong (in my case, I just check that a customField is not null is selected Queue) Condition : OnResolve Action: User Defined Stage:Transaction Create. # Only do it for certain queues. my @queues = (5,6,7,8,9,10); my $queue_id = $self->TicketObj->Queue; my $val = grep { /^${queue_id}$/ } @queues; $RT::Logger->error("been here"); if ($val) { my $CF = RT::CustomField->new( $RT::SystemUser ); my $res=$self->TicketObj->FirstCustomFieldValue('Responsabilite'); $RT::Logger->error("valjul::<" . $res . ">"); $RT::Logger->error("ok::" . ($res ? 1 : 0) ); $self->TicketObj->SetStatus("open"); return $res ? 1 : undef; } return 1; It works well What is weired, is that clean and prepare action are always evaluated, never custom condition. So I play with it. My question is : is there a way to inform the user that he must fill the custom field in the result area ? -- Julien Tayon // digital craftsman // making things simpler (when possible) Most people need some of their problems to help take their mind off some of the others. From jarends at illinois.edu Fri Mar 13 15:25:57 2009 From: jarends at illinois.edu (John Arends) Date: Fri, 13 Mar 2009 14:25:57 -0500 Subject: [rt-users] Advice for New Machine In-Reply-To: References: Message-ID: <49BAB345.6040704@illinois.edu> I have a bias towards Linux for this purpose. RT seems to be pushing the envelope with bleeding edge everything, and Solaris and bleeding edge don't mix. Kenneth F Crocker wrote: > To all (especially Jesse and Ruslan), > > > I have been given the opportunity to have a new development zone created for RT. I was asked if I wanted the new zone to be Linux or Solaris based. So, all you gurus out there, what's best? I know that most of this stuff was designed for Solaris, but is everything going toward Linux now? If I am going to move forward with RT, and I CERTAINLY AM, which would be best? Is it easier to do upgrades on Solaris as opposed to Linux? What about contributions like "CommanByMail"? In fact, as some of you have seen my latest trouble getting "ComandByMail to even install on my current zone, my old, old, old zone is the reason I am being given this new development zone. I can set it up any way I want and I WANT it to be set up so that installing RT and future upgrades will be simpler and easier than it has for me in the past. > So, Any advice? 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 > -- John Arends Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign From kfcrocker at lbl.gov Fri Mar 13 15:42:36 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 13 Mar 2009 12:42:36 -0700 Subject: [rt-users] weirdness in scrip In-Reply-To: <50720.84.103.45.152.1236970695.squirrel@squirrel.est-unique.net> References: <50720.84.103.45.152.1236970695.squirrel@squirrel.est-unique.net> Message-ID: <49BAB72C.8030906@lbl.gov> Jul-rt, I had a similar problem when I set up a CF with certain group rights. Only thoise in the group could modify it and that was fine. My problem was that "within" the group, I didn't want the person who "owned" the ticket to make the modification. Since the owner "could" be in the group, I couldn't keep that person from making the modification. So what I did was write a scrip that reversed the change if the change was made by the owner of the ticket. IT's a bit messy, but I really didn't know of any other way to do it. Hope this helps. Kenn LBNL On 3/13/2009 11:58 AM, jul wrote: > Hi, > > How do I return a Result when refusing a transaction so that user know > what they did wrong (in my case, I just check that a customField is not > null is selected Queue) > > Condition : OnResolve > Action: User Defined > Stage:Transaction Create. > > > # Only do it for certain queues. > my @queues = (5,6,7,8,9,10); > my $queue_id = $self->TicketObj->Queue; > my $val = grep { /^${queue_id}$/ } @queues; > $RT::Logger->error("been here"); > > if ($val) { > my $CF = RT::CustomField->new( $RT::SystemUser ); > my $res=$self->TicketObj->FirstCustomFieldValue('Responsabilite'); > $RT::Logger->error("valjul::<" . $res . ">"); > $RT::Logger->error("ok::" . ($res ? 1 : 0) ); > $self->TicketObj->SetStatus("open"); > return $res ? 1 : undef; > } > > return 1; > > It works well > > What is weired, is that clean and prepare action are always evaluated, > never custom condition. So I play with it. > > My question is : is there a way to inform the user that he must fill the > custom field in the result area ? > > > > From kfcrocker at lbl.gov Fri Mar 13 15:43:38 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 13 Mar 2009 12:43:38 -0700 Subject: [rt-users] Advice for New Machine In-Reply-To: <49BAB345.6040704@illinois.edu> References: <49BAB345.6040704@illinois.edu> Message-ID: <49BAB76A.5080203@lbl.gov> John, Thanks. That's sounds like a good thing to keep in mind. Anyone else? Kenn LBNL On 3/13/2009 12:25 PM, John Arends wrote: > I have a bias towards Linux for this purpose. RT seems to be pushing the > envelope with bleeding edge everything, and Solaris and bleeding edge > don't mix. > > Kenneth F Crocker wrote: > >> To all (especially Jesse and Ruslan), >> >> >> I have been given the opportunity to have a new development zone created for RT. I was asked if I wanted the new zone to be Linux or Solaris based. So, all you gurus out there, what's best? I know that most of this stuff was designed for Solaris, but is everything going toward Linux now? If I am going to move forward with RT, and I CERTAINLY AM, which would be best? Is it easier to do upgrades on Solaris as opposed to Linux? What about contributions like "CommanByMail"? In fact, as some of you have seen my latest trouble getting "ComandByMail to even install on my current zone, my old, old, old zone is the reason I am being given this new development zone. I can set it up any way I want and I WANT it to be set up so that installing RT and future upgrades will be simpler and easier than it has for me in the past. >> So, Any advice? 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 >> >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Mar 13 15:51:32 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 13 Mar 2009 12:51:32 -0700 Subject: [rt-users] using custom field that applies to group as custom scrip condition In-Reply-To: <49BAAD4F.1050601@isc.org> References: <49AE5C06.9040505@isc.org> <49AECACD.6070805@lbl.gov> <49BAACC9.1090201@isc.org> <49BAAD4F.1050601@isc.org> Message-ID: <49BAB944.4010806@lbl.gov> Paul, Are yosaying it NEVER triggered? If so, then I suggest you look at your logs. Also, double check your values. Everything is case-sensitive. If the value you are checking for doesn't exist in the Custom Field EXACTLY as what you are checking for, it won't trigger. Otherwise, the code looks good. It should work. You did NOT put in the default Return 0; at the end. That should be there so that the scrip doesn't trigger if NONE of the conditions match. But that wouldn't keep it FROM triggering. I think it is a false value. Let me know. Kenn LBNL On 3/13/2009 12:00 PM, Paul Vlaar wrote: > On Fri Mar 13 2009 19:58:17 GMT+0100 (CET), Paul Vlaar wrote: > >> 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 => "Contract"); >> >> return 1 unless $cf->id; >> > > This is actually a "return 0", but I had it set to 1 for debugging. > > >> if ($trans->Field == $cf->id && $trans->NewValue eq "expiring") { >> return 1; >> } >> } >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul_vlaar at isc.org Fri Mar 13 15:53:31 2009 From: paul_vlaar at isc.org (Paul Vlaar) Date: Fri, 13 Mar 2009 20:53:31 +0100 Subject: [rt-users] using custom field value in scrip condition In-Reply-To: <49BAA65E.3020807@isc.org> References: <49BAA65E.3020807@isc.org> Message-ID: <49BAB9BB.7000107@isc.org> Well, it looks like it was just a typo after all (forgot the opening { ) and this code just works: if ( $self->TicketObj->QueueObj->FirstCustomFieldValue('Contract') eq "expiring" ) { return 1; } else { return 0; } On Fri Mar 13 2009 19:30:54 GMT+0100 (CET), Paul Vlaar wrote: > I'm trying to make an autoreply trigger by a custom field value that > applies to a Queue, not a ticket, as I want this value to be the same on > all newly created tickets. > > This is what I've tried so far, but it's not being triggered: > > Condition: User Defined > Action: Autoreply To Requestors > Template: Global Template: Contract Expiring > Stage: TransactionCreate > > Custom condition: > > if ( $self->TicketObj->FirstCustomFieldValue('Contract') eq "expiring" ) > return 1; > } else { > return 0; > } -- Paul_Vlaar at isc.org - ISC Operations - +1 650 423 1349 - PGP 0x294EC062 From jul-rt at julbox.net Fri Mar 13 15:55:44 2009 From: jul-rt at julbox.net (jul) Date: Fri, 13 Mar 2009 20:55:44 +0100 (CET) Subject: [rt-users] Advice for New Machine In-Reply-To: <49BAB76A.5080203@lbl.gov> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> Message-ID: <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> Ken Crocker a ?crit : > John, > > > Thanks. That's sounds like a good thing to keep in mind. Anyone else? > Yes : 3 servers : 1) for RT ; 2) one for the DB (if you plan postgres or oracle) (I recommend Pg) so that you can tune it easily (sysctl in kernel will impact all the processes, and that's normal, but what suits DB does not suits apache or other programs) 3) one for Backup (optional but a good idea) FreeBsd is as a good choice as debian ; I use both, and there are some interests in both. Don't even think of using RedHat for the support since there is a 99% chance you'll install custom perl package that will ruin your support. Plan to tune apache ;) and do a little perl. Have fun Jul From Gary.Greene at minervanetworks.com Fri Mar 13 16:00:16 2009 From: Gary.Greene at minervanetworks.com (Gary Greene) Date: Fri, 13 Mar 2009 13:00:16 -0700 Subject: [rt-users] Advice for New Machine In-Reply-To: <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jul > Sent: Friday, March 13, 2009 12:56 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Advice for New Machine > > > Ken Crocker a ?crit : > > John, > > > > > > Thanks. That's sounds like a good thing to keep in > mind. Anyone else? > > > Yes : > 3 servers : > 1) for RT ; > 2) one for the DB (if you plan postgres or oracle) (I recommend Pg) so > that you can tune it easily (sysctl in kernel will impact all the > processes, and that's normal, but what suits DB does not > suits apache or > other programs) > 3) one for Backup (optional but a good idea) > > > FreeBsd is as a good choice as debian ; I use both, and there are some > interests in both. Don't even think of using RedHat for the > support since > there is a 99% chance you'll install custom perl package that > will ruin > your support. > > Plan to tune apache ;) and do a little perl. > Have fun > > Jul > I would go CentOS for the machine if you're a RH person, since it is practically the same thing, and there are more than a few of us CentOS users running RT with our own RPMs. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 From jpierce at cambridgeenergyalliance.org Fri Mar 13 16:09:12 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 13 Mar 2009 16:09:12 -0400 Subject: [rt-users] Fuller search results Message-ID: Any ideas on how to pull in requestor details as part of the results in a ticket search? This would be very handy in exposing information to RT-phobes. -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Fri Mar 13 16:12:01 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 13 Mar 2009 13:12:01 -0700 Subject: [rt-users] using custom field value in scrip condition In-Reply-To: <49BAB9BB.7000107@isc.org> References: <49BAA65E.3020807@isc.org> <49BAB9BB.7000107@isc.org> Message-ID: <49BABE11.6000802@lbl.gov> Paul, Great. I didn't see that either. Hope it's helpful. Kenn LBNL On 3/13/2009 12:53 PM, Paul Vlaar wrote: > Well, it looks like it was just a typo after all (forgot the opening { ) > and this code just works: > > if ( $self->TicketObj->QueueObj->FirstCustomFieldValue('Contract') eq > "expiring" ) > { > return 1; > } else { > return 0; > } > > > On Fri Mar 13 2009 19:30:54 GMT+0100 (CET), Paul Vlaar wrote: > >> I'm trying to make an autoreply trigger by a custom field value that >> applies to a Queue, not a ticket, as I want this value to be the same on >> all newly created tickets. >> >> This is what I've tried so far, but it's not being triggered: >> >> Condition: User Defined >> Action: Autoreply To Requestors >> Template: Global Template: Contract Expiring >> Stage: TransactionCreate >> >> Custom condition: >> >> if ( $self->TicketObj->FirstCustomFieldValue('Contract') eq "expiring" ) >> return 1; >> } else { >> return 0; >> } >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at illinois.edu Fri Mar 13 16:16:11 2009 From: jarends at illinois.edu (John Arends) Date: Fri, 13 Mar 2009 15:16:11 -0500 Subject: [rt-users] Advice for New Machine In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> Message-ID: <49BABF0B.5000304@illinois.edu> Gary Greene wrote: > I would go CentOS for the machine if you're a RH person, since it is > practically the same thing, and there are more than a few of us CentOS > users running RT with our own RPMs. > What version of RT are you running on top of CentOS? With 3.8.2 there are so many dependencies it seems to be a near impossible task to build RPMs for all the required perl modules. I've been playing with the script included with RT and it does a pretty good job of pulling everything down from CPAN and installing it. From kfcrocker at lbl.gov Fri Mar 13 16:22:10 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 13 Mar 2009 13:22:10 -0700 Subject: [rt-users] Advice for New Machine In-Reply-To: <49BABF0B.5000304@illinois.edu> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu> Message-ID: <49BAC072.8010907@lbl.gov> John, We are currently running 3.6.4, but DESPERATELY want to upgrade to 3.8.2. Hence the desire to get this new zone set up right FIRST, before trying to upgrade. We are an Oracle house, so that's not on the table. So far, I'm leaning toward Linux, but I haven't heard from Jesse or Ruslan, Stephen Turner, Joop, or Mike Peachy or any of the more experienced players yet. I'm actually starting to get excited. Kenn LBNL On 3/13/2009 1:16 PM, John Arends wrote: > Gary Greene wrote: > >> I would go CentOS for the machine if you're a RH person, since it is >> practically the same thing, and there are more than a few of us CentOS >> users running RT with our own RPMs. >> >> > What version of RT are you running on top of CentOS? With 3.8.2 there > are so many dependencies it seems to be a near impossible task to build > RPMs for all the required perl modules. I've been playing with the > script included with RT and it does a pretty good job of pulling > everything down from CPAN and installing it. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sean at ttys0.net Fri Mar 13 16:26:40 2009 From: sean at ttys0.net (Sean) Date: Fri, 13 Mar 2009 16:26:40 -0400 Subject: [rt-users] Advice for New Machine In-Reply-To: <49BABF0B.5000304@illinois.edu> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu> Message-ID: <1236976001.13579.7.camel@nazgul> On Fri, 2009-03-13 at 15:16 -0500, John Arends wrote: > Gary Greene wrote: > > I would go CentOS for the machine if you're a RH person, since it is > > practically the same thing, and there are more than a few of us CentOS > > users running RT with our own RPMs. > > > What version of RT are you running on top of CentOS? With 3.8.2 there > are so many dependencies it seems to be a near impossible task to build > RPMs for all the required perl modules. I've been playing with the > script included with RT and it does a pretty good job of pulling > everything down from CPAN and installing it. We recently updated from 3.6 to 3.8. I tried to get 3.8.2 going in an OpenSolaris (snv_101) zone and Ubuntu 8.10 (also tried Jaunty alpha) server installation. Neither was anywhere close to a clean install, and neither worked to my level of satisfaction. I ended up using a Gentoo server. In my opinion, Gentoo and RT 3.8 is a pretty good match. Being a source based distribution helps, I think. Just my 2c. -Sean From kfcrocker at lbl.gov Fri Mar 13 16:38:42 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 13 Mar 2009 13:38:42 -0700 Subject: [rt-users] Advice for New Machine In-Reply-To: <1236976001.13579.7.camel@nazgul> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu> <1236976001.13579.7.camel@nazgul> Message-ID: <49BAC452.9040707@lbl.gov> Sean, Can I assume your voting for Linux? Kenn On 3/13/2009 1:26 PM, Sean wrote: > On Fri, 2009-03-13 at 15:16 -0500, John Arends wrote: > >> Gary Greene wrote: >> >>> I would go CentOS for the machine if you're a RH person, since it is >>> practically the same thing, and there are more than a few of us CentOS >>> users running RT with our own RPMs. >>> >>> >> What version of RT are you running on top of CentOS? With 3.8.2 there >> are so many dependencies it seems to be a near impossible task to build >> RPMs for all the required perl modules. I've been playing with the >> script included with RT and it does a pretty good job of pulling >> everything down from CPAN and installing it. >> > > We recently updated from 3.6 to 3.8. I tried to get 3.8.2 going in an > OpenSolaris (snv_101) zone and Ubuntu 8.10 (also tried Jaunty alpha) > server installation. Neither was anywhere close to a clean install, and > neither worked to my level of satisfaction. I ended up using a Gentoo > server. In my opinion, Gentoo and RT 3.8 is a pretty good match. Being a > source based distribution helps, I think. > > Just my 2c. > > -Sean > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Fri Mar 13 16:37:59 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Fri, 13 Mar 2009 13:37:59 -0700 Subject: [rt-users] Advice for New Machine In-Reply-To: <1236976001.13579.7.camel@nazgul> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu>,<1236976001.13579.7.camel@nazgul> Message-ID: I am in the process of upgrading RT 3.6.5 to RT 3.8.2 . In fact I have it set up in Dev arena and waiting for user testing before I move it to production by the end of the month probably.. hopefully I use Solaris , Apache2 with mod_perl2 and DB on Oracle. Doesnt seem too bad :) -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean [sean at ttys0.net] Sent: Saturday, March 14, 2009 1:56 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Advice for New Machine On Fri, 2009-03-13 at 15:16 -0500, John Arends wrote: > Gary Greene wrote: > > I would go CentOS for the machine if you're a RH person, since it is > > practically the same thing, and there are more than a few of us CentOS > > users running RT with our own RPMs. > > > What version of RT are you running on top of CentOS? With 3.8.2 there > are so many dependencies it seems to be a near impossible task to build > RPMs for all the required perl modules. I've been playing with the > script included with RT and it does a pretty good job of pulling > everything down from CPAN and installing it. We recently updated from 3.6 to 3.8. I tried to get 3.8.2 going in an OpenSolaris (snv_101) zone and Ubuntu 8.10 (also tried Jaunty alpha) server installation. Neither was anywhere close to a clean install, and neither worked to my level of satisfaction. I ended up using a Gentoo server. In my opinion, Gentoo and RT 3.8 is a pretty good match. Being a source based distribution helps, I think. Just my 2c. -Sean _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 toml at bitstatement.net Fri Mar 13 16:50:09 2009 From: toml at bitstatement.net (Tom Lahti) Date: Fri, 13 Mar 2009 13:50:09 -0700 Subject: [rt-users] Advice for New Machine In-Reply-To: <49BAC452.9040707@lbl.gov> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu> <1236976001.13579.7.camel@nazgul> <49BAC452.9040707@lbl.gov> Message-ID: <49BAC701.5020202@bitstatement.net> I am running RT 3.8.2 on Slackware 12.0. I originally installed 3.6. and upgraded to 3.8.0 and then 3.8.2. The original install was perfectly clean; no mess, no fuss. Upgrades were equally simple, once I figured to actually do all of the upgrade and not just part of it. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From sean at ttys0.net Fri Mar 13 16:54:51 2009 From: sean at ttys0.net (Sean) Date: Fri, 13 Mar 2009 16:54:51 -0400 Subject: [rt-users] Advice for New Machine In-Reply-To: <49BAC452.9040707@lbl.gov> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu> <1236976001.13579.7.camel@nazgul> <49BAC452.9040707@lbl.gov> Message-ID: <1236977691.13579.18.camel@nazgul> > Can I assume your voting for Linux? Within the context of RT I don't understand what "voting for Linux" is supposed to mean. RT doesn't care about what kernel is running. It only cares about the supporting software, which itself is also independent of the kernel. Based on my experience, I believe a source-based distribution is the best way to go, unless somebody wants to hand build every necessary component, starting with perl and apache. That is something I considered, but the maintenance involved with that kind of environment is not something I wanted to tackle. I have a lot of familiarity with the portage package management system of Gentoo, which is why I chose it. It just so happens that the Gentoo distribution is primarily a Linux based distribution. But the running kernel played little to no role in my choice. I suspect using ports with a FreeBSD platform would work just as well for someone who is familiar with ports. It's not about the kernel, it's about the software environment. In my opinion a software environment with a source based package management system is the best option because of all the different software pieces required for RT to function optimally. -Sean From cbrockett at barracuda.com Fri Mar 13 16:59:48 2009 From: cbrockett at barracuda.com (Cassandra L. Brockett) Date: Fri, 13 Mar 2009 13:59:48 -0700 Subject: [rt-users] Advice for New Machine In-Reply-To: <1236977691.13579.18.camel@nazgul> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu> <1236976001.13579.7.camel@nazgul> <49BAC452.9040707@lbl.gov> <1236977691.13579.18.camel@nazgul> Message-ID: When it comes to RT, I actually run a mixed approach. I run a standard distro (in the case here Ubuntu Server 8 LTS), for things like apache, perl, etc. However once the basic system is installed, with the necessary build utilities (GCC, etc), I then compile RT from source. -- Cass -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean Sent: Friday, March 13, 2009 1:55 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Advice for New Machine > Can I assume your voting for Linux? Within the context of RT I don't understand what "voting for Linux" is supposed to mean. RT doesn't care about what kernel is running. It only cares about the supporting software, which itself is also independent of the kernel. Based on my experience, I believe a source-based distribution is the best way to go, unless somebody wants to hand build every necessary component, starting with perl and apache. That is something I considered, but the maintenance involved with that kind of environment is not something I wanted to tackle. I have a lot of familiarity with the portage package management system of Gentoo, which is why I chose it. It just so happens that the Gentoo distribution is primarily a Linux based distribution. But the running kernel played little to no role in my choice. I suspect using ports with a FreeBSD platform would work just as well for someone who is familiar with ports. It's not about the kernel, it's about the software environment. In my opinion a software environment with a source based package management system is the best option because of all the different software pieces required for RT to function optimally. -Sean _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ---------------------------------- Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com From ruslan.zakirov at gmail.com Fri Mar 13 17:05:16 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 14 Mar 2009 00:05:16 +0300 Subject: [rt-users] Search results being filtered after they are generated? In-Reply-To: <31D6F34B-5561-4A40-A065-D042BAA525E5@wgm.us> References: <104CBDE6-C500-438B-9884-459149B0EF72@wgm.us> <589c94400903130832q56bede0fg50631daa98032e71@mail.gmail.com> <44EF2D4C-588E-42BE-BAA3-B29F13D19FE8@wgm.us> <589c94400903130938s3ce862caycb32f265e25cf25b@mail.gmail.com> <589c94400903131011y78fb5db7xa530f9002614192a@mail.gmail.com> <707DB8F5-9BF5-4371-8F1F-036FA2154B54@wgm.us> <589c94400903131118sc6097ebuac4770ae3a03b5d1@mail.gmail.com> <31D6F34B-5561-4A40-A065-D042BAA525E5@wgm.us> Message-ID: <589c94400903131405h5f4da3ddm31eed76324f85995@mail.gmail.com> Jon, Thank you for help debugging this. Looks like I missed one thing in this code. If right is granted globally to a role and this roles assigned to a user on queue level then such thing is missed, for example ShowTicket is granted to global AdminCc role and user is AdminCc of a queue. I'm not 100% sure, but most probably granting the right on group level to a role will be enough to workaround. [snip] -- Ruslan. From Gary.Greene at minervanetworks.com Fri Mar 13 17:44:03 2009 From: Gary.Greene at minervanetworks.com (Gary Greene) Date: Fri, 13 Mar 2009 14:44:03 -0700 Subject: [rt-users] Advice for New Machine In-Reply-To: <49BABF0B.5000304@illinois.edu> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu> Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B01F3D1A9@scmail-00.minervanetworks.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of John Arends > Sent: Friday, March 13, 2009 1:16 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Advice for New Machine > > Gary Greene wrote: > > I would go CentOS for the machine if you're a RH person, > since it is > > practically the same thing, and there are more than a few > of us CentOS > > users running RT with our own RPMs. > > > What version of RT are you running on top of CentOS? With 3.8.2 there > are so many dependencies it seems to be a near impossible > task to build > RPMs for all the required perl modules. I've been playing with the > script included with RT and it does a pretty good job of pulling > everything down from CPAN and installing it. 3.8.1, I've yet to update to 3.8.2 -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 JoopvandeWege at mococo.nl Fri Mar 13 17:53:21 2009 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Fri, 13 Mar 2009 22:53:21 +0100 Subject: [rt-users] Advice for New Machine In-Reply-To: <49BAC072.8010907@lbl.gov> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu> <49BAC072.8010907@lbl.gov> Message-ID: <49BAD5D1.4080602@mococo.nl> Ken Crocker wrote: > John, > > > We are currently running 3.6.4, but DESPERATELY want to upgrade to > 3.8.2. Hence the desire to get this new zone set up right FIRST, before > trying to upgrade. We are an Oracle house, so that's not on the table. > So far, I'm leaning toward Linux, but I haven't heard from Jesse or > Ruslan, Stephen Turner, Joop, or Mike Peachy or any of the more > experienced players yet. I'm actually starting to get excited. > Now I feel compelled to reply ;-) We're an Oracle shop too and have a mixed environment of servers, Windows, Linux, Solaris (8 on sparc). Some of our customers do run Oracle on Windows, either virtualised or on real hardware, and recently we have gone Centos4(5) in a virtualised environment. Sofar we like it. Currently we're running our RT installation (3.8.2) on Ubuntu using Oracle XE but thats going to be migrated to Centos too. There is a known problem with Centos and RT but knowing it makes it no problem. Now we're a small shop probably compared to some of the people on this list, you included so I don't have to maintain 20+ servers with a small problem which then mostly becomes a BIG problem. So if you have access to half a decent PC you could install VMware or VirtualBox or name you're favorite and play around with it. To give you some guidance about how long things take: takes me about 30min to setup a centos4/5 server, mostly default settings, about 30-60min to setup Oracle 10g and probably about the same amount of time to install RT and thats mostly waiting for cpan to install things. Now I have done this quite a few times so be prepared if you're really a noob on linux/solaris commandline stuff (that is DEFINITELY not meant to be negative to you) So bottom line is I would go for Linux except when you need things unique to Solaris (zfs,dtrace,zones,??). Ubuntu is bleeding edge, Centos is 'conservative', RH get you support (payed well probably), Suse ? (no experience, other then that its the basis of our virtualisation layer) If you need more help, either virtual or real, just let me know, Joop From Gary.Greene at minervanetworks.com Fri Mar 13 18:04:12 2009 From: Gary.Greene at minervanetworks.com (Gary Greene) Date: Fri, 13 Mar 2009 15:04:12 -0700 Subject: [rt-users] Advice for New Machine In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B01F3D1A9@scmail-00.minervanetworks.com> References: <49BAB345.6040704@illinois.edu> <49BAB76A.5080203@lbl.gov> <50333.84.103.45.152.1236974144.squirrel@squirrel.est-unique.net> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D16D@scmail-00.minervanetworks.com> <49BABF0B.5000304@illinois.edu> <7DC08293B3E4A24BB1FEB61A90FC367B01F3D1A9@scmail-00.minervanetworks.com> Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B01F3D1B3@scmail-00.minervanetworks.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Gary Greene > Sent: Friday, March 13, 2009 2:44 PM > To: John Arends; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Advice for New Machine > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > > Of John Arends > > Sent: Friday, March 13, 2009 1:16 PM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Advice for New Machine > > > > Gary Greene wrote: > > > I would go CentOS for the machine if you're a RH person, > > since it is > > > practically the same thing, and there are more than a few > > of us CentOS > > > users running RT with our own RPMs. > > > > > What version of RT are you running on top of CentOS? With > 3.8.2 there > > are so many dependencies it seems to be a near impossible > > task to build > > RPMs for all the required perl modules. I've been playing with the > > script included with RT and it does a pretty good job of pulling > > everything down from CPAN and installing it. > > 3.8.1, I've yet to update to 3.8.2 Also I forgot to mention, I cheat a little with building RPMs by using the cpan2rpm script and then hand mod the specs that it generates to build reliable packages. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 From tjrc at sanger.ac.uk Fri Mar 13 20:39:25 2009 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Sat, 14 Mar 2009 00:39:25 +0000 Subject: [rt-users] RT::Extension::QuickDelete Message-ID: <17FA4DC5-7B27-45A4-A927-4680450151B6@sanger.ac.uk> Has anyone else tried the QuickDelete extension? I've been trying it on my 3.8.2 dev instance, and for the most part it seems to be working; I get a Delete tab on the ticket reply page, at least. But from looking at the code, it seems that the intention was that a Delete link should also appear on some search result panels, if the format is configured correctly. I know some users would love to be able to do that, but thus far I don't seem to be able to make it work. I've set the $DefaultSearchResultFormat variable as requested in the README for the extension, but that didn't seem to make any difference; the portlets and search results all look the same as they always did. When should that take effect? I wrote a small script to examine the contents of the portlets as they exist within the Attributes table, and none of those mention the Delete column - do I need to update those portlet records with a new Format sub-value? The README suggests that there should have been a database update phase during installation (make initdb) but that makefile target does not exist, and there don't appear to be any data files suitable for inserting into the database anyway. Clearly I'm missing something, but at present I'm a bit flummoxed as to what. Thanks, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From SMchugh at grey.com Sat Mar 14 01:17:20 2009 From: SMchugh at grey.com (Mchugh, Sean) Date: Sat, 14 Mar 2009 01:17:20 -0400 Subject: [rt-users] reply with attachment Message-ID: I'm looking for a quick and easy template that can add a variety of attachments to an email response. The purpose is to email customers legal forms and documents that need to be filled out as part of particular requests before the request can be worked on. Anyone done this yet ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From toml at bitstatement.net Sat Mar 14 01:39:27 2009 From: toml at bitstatement.net (Tom Lahti) Date: Fri, 13 Mar 2009 22:39:27 -0700 Subject: [rt-users] reply with attachment In-Reply-To: References: Message-ID: <49BB430F.4090308@bitstatement.net> Mchugh, Sean wrote: > I'm looking for a quick and easy template that can add a variety of > attachments to an email response. > > The purpose is to email customers legal forms and documents that need to be > filled out as part of particular requests before the request can be worked > on. > > Anyone done this yet ? I haven't done this myself, but it should be fairly trivial with MIME::Lite. http://www.perl.com/pub/a/2003/09/03/perlcookbook.html?page=2 From jra at baylink.com Sat Mar 14 15:47:41 2009 From: jra at baylink.com (Jay R. Ashworth) Date: Sat, 14 Mar 2009 15:47:41 -0400 (EDT) Subject: [rt-users] Advice for New Machine In-Reply-To: <31763831.71911237059965581.JavaMail.root@benjamin.vicimarketing.com> Message-ID: <16424501.71951237060061468.JavaMail.root@benjamin.vicimarketing.com> ----- "Kenneth F Crocker" wrote: > I have been given the opportunity to have a new development zone > created for RT. I was asked if I wanted the new zone to be Linux or > Solaris based. So, all you gurus out there, what's best? Sorry to be so late chiming in on this, Ken; I've been following it on my blackberry, but building a new 175 seat facility, and a bit tied up. Here's my humble opinion of the answer to your question, based on 25 years of sysadminning: What's best is *what you know*. I believe I've heard you say that you aren't a particularly Unixy guy. As a fallback, then, what's best is *what they develop on*. If you plan to need advice, and you have a clear field to build in and no local talent with expertise, then what you should pick is the same environment in which the lead developer, or the active developers most active in giving advice, work themselves -- as their advice will then be most portable to what you're doing. I *think* for this crowd that that implies at least Linux, over BSD or Polaris, and also MySQL over PG -- I understand PG is now at least a semi- officially supported distro, which it was not back in 3.2 days when I was trying to go there. Precisely which distro, I'm not sure, but I would say you picked the right list of people to poll. :-) As I believe you've inferred, though, RT, like WebGUI and a couple of other packages, is now large and complicated enough that you don't want to be trying to share a machine with any other large subsystems. It's the dirty little secret of componentized software that dependency hell works in more than one way. Once packages get complicated enough in their dependencies, they tend to collide with one another when you try to co-reside them. WebGUI is bad enough that it brings along *everything*: its own perl, its own Apache, etc, etc, ad frickin nauseum. And yet it's worth it. Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 I wondered "Why is that Frisbee getting bigger?" And then it hit me. From jpierce at cambridgeenergyalliance.org Sat Mar 14 16:11:20 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 14 Mar 2009 16:11:20 -0400 Subject: [rt-users] reply with attachment In-Reply-To: References: Message-ID: On Sat, Mar 14, 2009 at 01:17, Mchugh, Sean wrote: > I'm looking for a quick and easy template that can add a variety of > attachments to an email response. > > The purpose is to email customers legal forms and documents that need to be > filled out as part of particular requests before the request can be worked > on. > > Anyone done this yet ? Our solution has been to not abuse the email servers involved, and simply include URIs to the forms on an ftp server. It's a simple approach, but it works. -- Cambridge Energy Alliance: Save money. Save the planet. From SMchugh at grey.com Sat Mar 14 18:29:00 2009 From: SMchugh at grey.com (Mchugh, Sean) Date: Sat, 14 Mar 2009 18:29:00 -0400 Subject: [rt-users] reply with attachment Message-ID: Definitely a valid approach which we use internally. However, we are dealing with a few external entities on the other end that have highly restricted internet access and arranging for that access is not always timely. -----Original Message----- From: Jerrad Pierce To: Mchugh, Sean CC: rt-users at lists.bestpractical.com Sent: Sat Mar 14 16:11:20 2009 Subject: Re: [rt-users] reply with attachment On Sat, Mar 14, 2009 at 01:17, Mchugh, Sean wrote: > I'm looking for a quick and easy template that can add a variety of > attachments to an email response. > > The purpose is to email customers legal forms and documents that need to be > filled out as part of particular requests before the request can be worked > on. > > Anyone done this yet ? Our solution has been to not abuse the email servers involved, and simply include URIs to the forms on an ftp server. It's a simple approach, but it works. -- Cambridge Energy Alliance: Save money. Save the planet. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Sat Mar 14 18:48:08 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 14 Mar 2009 18:48:08 -0400 Subject: [rt-users] reply with attachment In-Reply-To: References: Message-ID: On Sat, Mar 14, 2009 at 18:29, Mchugh, Sean wrote: > Definitely a valid approach which we use internally.? However, we are > dealing with a few external entities on the other end that have highly > restricted internet access and arranging for that access is not always > timely. Well then, assuming http file service is also out, by "a variety of files" do you mean "many" or that they change? (Although if they change you're going to have to have a complicated scrip to handle the responses). If it's just to attach many, I'd precompose a MIME message with attachments, and use that as my template. A little work up front, but it also saves the server from repeatedly encoding the same content. -- Cambridge Energy Alliance: Save money. Save the planet. From SMchugh at grey.com Sat Mar 14 21:19:33 2009 From: SMchugh at grey.com (Mchugh, Sean) Date: Sat, 14 Mar 2009 21:19:33 -0400 Subject: [rt-users] reply with attachment Message-ID: Thanks, that's the recommendation I was looking for - the files don't change much, but they're just unique to each queue. -----Original Message----- From: Jerrad Pierce To: Mchugh, Sean CC: rt-users at lists.bestpractical.com Sent: Sat Mar 14 18:48:08 2009 Subject: Re: [rt-users] reply with attachment On Sat, Mar 14, 2009 at 18:29, Mchugh, Sean wrote: > Definitely a valid approach which we use internally.? However, we are > dealing with a few external entities on the other end that have highly > restricted internet access and arranging for that access is not always > timely. Well then, assuming http file service is also out, by "a variety of files" do you mean "many" or that they change? (Although if they change you're going to have to have a complicated scrip to handle the responses). If it's just to attach many, I'd precompose a MIME message with attachments, and use that as my template. A little work up front, but it also saves the server from repeatedly encoding the same content. -- Cambridge Energy Alliance: Save money. Save the planet. -------------- next part -------------- An HTML attachment was scrubbed... URL: From fms at senie.com Sun Mar 15 02:16:29 2009 From: fms at senie.com (Faith Senie) Date: Sun, 15 Mar 2009 02:16:29 -0400 Subject: [rt-users] "RT could not load a valid user" issue Message-ID: We sent a reply to a customer from an existing ticket, and the customer replied to the email. We had several hours of cron job failures this afternoon because of "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (customer at example.com). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue General." No problem, we got the cron job failures to go away by setting ReplyToTicket privs for Everyone. The customer reply is now in place in the ticket. But we're still getting the following errors in our logs after fixing that issue: Mar 15 01:56:03 system RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) Mar 15 01:56:03 system RT: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) They continue to appear every time our cron job runs to collect incoming emails. We have ReplyToTicket and CreateTicket turned on for Everyone. We have "--queue General --action correspond" in the argument list for rt-mailgate. We are not running LDAP. Why are we still getting these messages, and how do we get them to stop? Faith From a.smith at ukgrid.net Sun Mar 15 19:53:01 2009 From: a.smith at ukgrid.net (Andy Smith) Date: Sun, 15 Mar 2009 23:53:01 +0000 Subject: [rt-users] Send Mail Scrip problems Message-ID: <20090315235301.909875ujo0qo6p8o@horde.ukgrid.net> Hi, I am trying to use the example here: http://wiki.bestpractical.com/view/SendEmailAction to send emails based on custom conditions. I have this working using hard coded destination mail addresses but when I try and use the section in the template as described in the wiki: To: { my $GroupObj = RT::Group->new($user); $GroupObj->LoadUserDefinedGroup('Group Name'); $GroupObj->MemberEmailAddressesAsString()} it doesn't work for me, I see this error in the system messages file: Mar 16 00:01:52 alpha RT: RT::Users=HASH(0x16b0a97c) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/usr/local/lib/perl5/site_perl/5.8.9/RT/Base.pm:108) Mar 16 00:01:53 alpha RT: Template parsing error: RT::Users=HASH(0x16b0a97c) was created without a CurrentUser at /usr/local/lib/perl5/site_perl/5.8.9/RT/SearchBuilder.pm line 81 RT::SearchBuilder::_Init('RT::Users=HASH(0x16b0a97c)', undef) called at /usr/local/lib/perl5/site_perl/5.8.9/RT/Users_Overlay.pm line 80 RT::Users::_Init('RT::Users=HASH(0x16b0a97c)', undef) called at /usr/local/lib/perl5/site_perl/5.8.9/DBIx/SearchBuilder.pm line 93 DBIx::SearchBuilder::new('RT::Users', undef) called at /usr/local/lib/perl5/site_perl/5.8.9/RT/Group_Overlay.pm line 843 RT::Group::UserMembersObj('RT::Group=HASH(0x16b327ac)') called at /usr/local/lib/perl5/site_perl/5.8.9/RT/Group_Overlay.pm line 878 RT::Group::MemberEmailAddresses('RT::Group=HASH(0x16b327ac)') called at /usr/local/lib/perl5/site_perl/5.8.9/RT/Group_Overlay.pm line 899 RT::Group::MemberEmailAddressesAsString('RT::Group=HASH(0x16b327ac)') called at template line 3 eval 'package Text::Template::GEN2; ; #line 1 template my $GroupObj = RT::Group->new Mar 16 00:01:53 alpha kernel: oup->new Can anyone help? What is going wrong? This is on RT 3.8.2, thanks for any help, Andy. From jul-rt at julbox.net Mon Mar 16 06:06:11 2009 From: jul-rt at julbox.net (jul) Date: Mon, 16 Mar 2009 11:06:11 +0100 (CET) Subject: [rt-users] Bad install ? Message-ID: <44659.213.41.242.148.1237197971.squirrel@squirrel.est-unique.net> Hello, It is for a confirmation of a problem In my scrips that execute correctly I trigger this warning Mon Mar 16 09:51:49 2009] [warning]: RT::Handle=HASH(0x3232f78) couldn't execute the query 'UPDATE Tickets SET Due=? WHERE id=? ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518 Here is the line $self->TicketObj->SetStarted( $now); $self->TicketObj->SetDue( $sla ); I used pgsql : there is no such field as "Due" but there is a "due" field in table ticket. I use RT 3.8.1 packaged debian (deb http://debian.etc.gen.nz etch rt) I use pg8.3 Looks like I have to reinstall 3.8.2 either SQL schema is screwed, or the DBI dont have 'case insensitive field name' option on. Is my install so f**d up I have to wipe all the existing base, or can I expect that updating will go smooth with a tarball form best practical ? -- Julien Tayon // digital craftsman // making things simpler (when possible) Thus mathematics may be defined as the subject in which we never know what we are talking about, nor whether what we are saying is true. -- Bertrand Russell From alberto.villanueva at altran.es Mon Mar 16 06:12:40 2009 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Mon, 16 Mar 2009 11:12:40 +0100 Subject: [rt-users] CSS in source code Message-ID: Hi all! And. good morning! :-) I have a new page for my client in RT. I'm trying to modify this page adding css code in several tags, but the format is not seen as it should. I put a simple example that I'm using in that page: ** The page's name is "lalala.html" ** I have a table, that it has several rows XD *** I'm using the next: ** Result: the row hasn't got the blue border :-( :-( Any idea? Any file that I have to search in? Best regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From alberto.villanueva at altran.es Mon Mar 16 06:34:16 2009 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Mon, 16 Mar 2009 11:34:16 +0100 Subject: [rt-users] CSS in source code In-Reply-To: References: Message-ID: I have found this link [1] on RT Wiki. Should I do it this way?? [1]: http://wiki.bestpractical.com/view/CustomizingWithCallbacks Regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es _____ size=2 width="100%" align=center> De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Alberto Villanueva Enviado el: lunes, 16 de marzo de 2009 11:13 Para: rt-users at lists.bestpractical.com Asunto: [rt-users] CSS in source code Hi all! And. good morning! :-) I have a new page for my client in RT. I'm trying to modify this page adding css code in several tags, but the format is not seen as it should. I put a simple example that I'm using in that page: ** The page's name is "lalala.html" ** I have a table, that it has several rows XD *** I'm using the next: ** Result: the row hasn't got the blue border :-( :-( Any idea? Any file that I have to search in? Best regards, ALBERTO VILLANUEVA VAL Consultor ____________________________________________ Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3874 bytes Desc: not available URL: From aaron at guise.net.nz Mon Mar 16 07:30:22 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 16 Mar 2009 23:30:22 +1200 Subject: [rt-users] Upgrading - 3.6.5 - 3.8.2 Message-ID: Hi, In following the upgrade docs we apply updates to schema with /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade But this gives me error below. Any ideas how I could progress past this issue? Output from console; Processing 3.7.1 Now inserting data Processing 3.7.3 Now populating database schema. Processing 3.7.10 Now inserting data Processing 3.7.15 Now inserting data Processing 3.7.19 Now inserting data Processing 3.7.81 Now populating database schema. [Mon Mar 16 11:26:16 2009] [crit]: DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /opt/rt3/sbin/../lib/RT/Handle.pm line 506. (/opt/rt3/sbin/../lib/RT.pm:377) DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /opt/rt3/sbin/../lib/RT/Handle.pm line 506. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristian.davies at gmail.com Mon Mar 16 08:48:38 2009 From: kristian.davies at gmail.com (Kristian Davies) Date: Mon, 16 Mar 2009 12:48:38 +0000 Subject: [rt-users] Problem Tools, Reports Postgres 3.8.2 In-Reply-To: <20090313141728.GL13289@it.is.rice.edu> References: <20090312124230.GB13289@it.is.rice.edu> <20090312134423.GD13289@it.is.rice.edu> <20090312135133.GE13289@it.is.rice.edu> <20090313130220.GI13289@it.is.rice.edu> <20090313141728.GL13289@it.is.rice.edu> Message-ID: > Thank you for the information. I was hoping that it was something > like that. Stick with your areas of expertise to reduce support > costs. We are more the other way here with more PostgreSQL than > MySQL. What is your plan to provide redundancy/business continuity > for your RT instance and what does MySQL for handling full-text > searching? We are trying to evaluate possible options for some > new MySQL instances and any feedback would be appreciated. Redundancy at the moment is just dump/restore of the database and having mirrored disks. When we go MySQL we may add master/slave replication, which we use for most of our smaller databases. -Kristian From jesse at bestpractical.com Mon Mar 16 08:58:05 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 Mar 2009 08:58:05 -0400 Subject: [rt-users] Upgrading - 3.6.5 - 3.8.2 In-Reply-To: References: Message-ID: <20090316125805.GH3301@bestpractical.com> On Mon, Mar 16, 2009 at 11:30:22PM +1200, Aaron Guise wrote: > Hi, > In following the upgrade docs we apply updates to schema with > /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password > --action upgrade > > But this gives me error below. Any ideas how I could progress past this > issue? > That suggests you've tried to run the update before or manually added an index. You might try a "DROP INDEX CachedGroupMembers3;" and starting over from where the upgrade bailed out. > Output from console; > > Processing 3.7.1 > Now inserting data > Processing 3.7.3 > Now populating database schema. > Processing 3.7.10 > Now inserting data > Processing 3.7.15 > Now inserting data > Processing 3.7.19 > Now inserting data > Processing 3.7.81 > Now populating database schema. > [Mon Mar 16 11:26:16 2009] [crit]: DBD::mysql::st execute failed: Duplicate > key name 'CachedGroupMembers3' at /opt/rt3/sbin/../lib/RT/Handle.pm line > 506. (/opt/rt3/sbin/../lib/RT.pm:377) > DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at > /opt/rt3/sbin/../lib/RT/Handle.pm line 506. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From a.smith at ukgrid.net Mon Mar 16 10:29:26 2009 From: a.smith at ukgrid.net (Andy Smith) Date: Mon, 16 Mar 2009 14:29:26 +0000 Subject: [rt-users] custom template probs using RT::Group In-Reply-To: <20090315235301.909875ujo0qo6p8o@horde.ukgrid.net> References: <20090315235301.909875ujo0qo6p8o@horde.ukgrid.net> Message-ID: <20090316142926.17474jivxpnv0h6o@horde.ukgrid.net> Hi, On RT 3.8.2 I am trying to use the example here: http://wiki.bestpractical.com/view/SendEmailAction When I try and use the section in the template as described in the wiki: To: { my $GroupObj = RT::Group->new($user); $GroupObj->LoadUserDefinedGroup('Group Name'); $GroupObj->MemberEmailAddressesAsString()} it doesn't work for me, I see this error in the system messages file: Mar 16 00:01:52 alpha RT: RT::Users=HASH(0x16b0a97c) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/usr/local/lib/perl5/site_perl/5.8.9/RT/Base.pm:108) Mar 16 00:01:53 alpha RT: Template parsing error: RT::Users=HASH(0x16b0a97c) was created without a CurrentUser at /usr/local/lib/perl5/site_perl/5.8.9/RT/SearchBuilder.pm line 81 RT::SearchBuilder::_Init('RT::Users=HASH(0x16b0a97c)', undef) called at /usr/local/lib/perl5/site_perl/5.8.9/RT/Users_Overlay.pm line 80 RT::Users::_Init('RT::Users=HASH(0x16b0a97c)', undef) called at /usr/local/lib/perl5/site_perl/5.8.9/DBIx/SearchBuilder.pm line 93 DBIx::SearchBuilder::new('RT::Users', undef) called at /usr/local/lib/perl5/site_perl/5.8.9/RT/Group_Overlay.pm line 843 RT::Group::UserMembersObj('RT::Group=HASH(0x16b327ac)') called at /usr/local/lib/perl5/site_perl/5.8.9/RT/Group_Overlay.pm line 878 RT::Group::MemberEmailAddresses('RT::Group=HASH(0x16b327ac)') called at /usr/local/lib/perl5/site_perl/5.8.9/RT/Group_Overlay.pm line 899 RT::Group::MemberEmailAddressesAsString('RT::Group=HASH(0x16b327ac)') called at template line 3 eval 'package Text::Template::GEN2; ; #line 1 template my $GroupObj = RT::Group->new Mar 16 00:01:53 alpha kernel: oup->new It does work if I use this code: To: { my $GroupObj = RT::Group->new($RT::SystemUser); $GroupObj->LoadUserDefinedGroup('Group Name'); $GroupObj->MemberEmailAddressesAsString()} But I don't understand the difference, is using $RT::SystemUser going to do anything bad? If this is ok and there is some problem with the code as is on the wiki should I update the data on the wiki? thanks for any help, Andy. From jul-rt at julbox.net Mon Mar 16 11:17:43 2009 From: jul-rt at julbox.net (jul) Date: Mon, 16 Mar 2009 16:17:43 +0100 (CET) Subject: [rt-users] Is RT allright being OK ? Message-ID: <40843.213.41.242.148.1237216663.squirrel@squirrel.est-unique.net> Hello, I discovered I had mistakes in my scrips (forgot the ->ISO cast), but I am puzzled : is it normal that my table and field name are lower case even though I installed request tracker with the rt-setup-database script ? Will it be a problem upgrading ? Here is a short sample of /etc/request-tracker3.8/schema.Pg : CREATE TABLE Tickets ( id INTEGER DEFAULT nextval('tickets_id_seq'), .... Starts TIMESTAMP NULL , Started TIMESTAMP NULL , Due TIMESTAMP NULL , Resolved TIMESTAMP NULL , Here is a short sample of pg_dump -F p rt3 > rt320090316.sql: CREATE TABLE tickets ( id integer DEFAULT nextval('tickets_id_seq'::regclass) NOT NULL, .... starts timestamp without time zone, started timestamp without time zone, due timestamp without time zone, resolved timestamp without time zone, I may seems stupid, but I prefer to bluntly reinstall my RT if I cannot upgrade. -- Julien Tayon // digital craftsman // making things simpler (when possible) Tell a man there are 300 billion stars in the universe and he'll believe you. Tell him a bench has wet paint on it and he'll have to touch to be sure. From cderr at simons-rock.edu Mon Mar 16 12:08:47 2009 From: cderr at simons-rock.edu (charlie derr) Date: Mon, 16 Mar 2009 12:08:47 -0400 Subject: [rt-users] Asset Tracker + 3.8.2 possible? Message-ID: <49BE798F.4080301@simons-rock.edu> Greetings, I'm just getting started with trying to set up a test-instance of RT. Before I possibly break what I've so far accomplished can anyone tell me if Asset Tracker 1.2.3 will work with rt-3.8.2? In the README file there're instructions to patch rt-3.4 but I'm reluctant to run that against 3.8.2 without knowing that someone has done it before successfully. thanks so much in advance for your time, ~c From dominic.hargreaves at oucs.ox.ac.uk Mon Mar 16 13:31:18 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Mon, 16 Mar 2009 17:31:18 +0000 Subject: [rt-users] RT 3.8.2 packages for Debian Lenny? In-Reply-To: <20090204140527.GK31458@gunboat-diplomat.oucs.ox.ac.uk> References: <20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk> <7B7881568CF40E4388B615CD06F87B9809896A@clara.maurer-it.com> <20090127164514.GE24389@gunboat-diplomat.oucs.ox.ac.uk> <20090204140527.GK31458@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20090316173117.GE7056@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Feb 04, 2009 at 02:05:27PM +0000, Dominic Hargreaves wrote: > On Tue, Jan 27, 2009 at 04:45:15PM +0000, Dominic Hargreaves wrote: > > I hesitate to say again, since I previously expected to be able to do an > > upload the same week. I'm just testing our current candidate, but > > there's a new bug which requires a new package upload to Debian which > > I'll want to get in before a new upload, so it may not be for another > > week or so. > > Current status is that this is currently stalled on a new package > waiting in NEW[0] (libipc-run-safehandles-perl) > > I would hazard a guess that ftpmasters are busy preparing for the > release of Lenny, so this might not get processed for a few weeks. RT 3.8.2 packages are now in unstable. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From todd at chaka.net Mon Mar 16 14:09:04 2009 From: todd at chaka.net (Todd Chapman) Date: Mon, 16 Mar 2009 14:09:04 -0400 Subject: [rt-users] Asset Tracker + 3.8.2 possible? In-Reply-To: <49BE798F.4080301@simons-rock.edu> References: <49BE798F.4080301@simons-rock.edu> Message-ID: <519782dc0903161109p65b99385q36d705b3828f75a3@mail.gmail.com> I would use 1.2.4b1 from the repo. http://code.google.com/p/asset-tracker-4rt/source/checkout No patching of RT is necessary. Confidence level is high. :) On Mon, Mar 16, 2009 at 12:08 PM, charlie derr wrote: > Greetings, > ? ? ? ?I'm just getting started with trying to set up a test-instance of RT. ?Before I possibly break what I've so far accomplished can > anyone tell me if Asset Tracker 1.2.3 will work with rt-3.8.2? > > ? ? ? ?In the README file there're instructions to patch rt-3.4 but I'm reluctant to run that against 3.8.2 without knowing that someone > has done it before successfully. > > ? ? ? ? ? ? ? ?thanks so much in advance for your time, > ? ? ? ? ? ? ? ? ? ? ? ?~c > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 toml at bitstatement.net Mon Mar 16 15:23:45 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 16 Mar 2009 12:23:45 -0700 Subject: [rt-users] ruby library for REST access status Message-ID: <49BEA741.2060400@bitstatement.net> I have completed a first version of a ruby library for accessing RT via the REST interface. It supports adding/modifying/corresponding on tickets, adding/modifying users, and attachments (initially, as long as they fit in memory. Streaming attachments and chunking them via HTTP is on my todo list). It's functionally similar to RT::Client::REST in perl, but for ruby. However, since I wrote this on company time I need company approval to open source it. I've requested that and am waiting for approval before releasing the code. Is there anyone on the list who would use this if it were open sourced? It might provide some leverage to get it released if we know if there are others out there who will use it and possibly provide patches / feature enhancements. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From jboris at adphila.org Mon Mar 16 15:54:51 2009 From: jboris at adphila.org (John BORIS) Date: Mon, 16 Mar 2009 15:54:51 -0400 Subject: [rt-users] Asset Tracker + 3.8.2 possible? Message-ID: <49BE764F0200002B00073912@gw1.adphila.org> Charlie, You can disregard that. At least I did when I installed on my RT but I am on 3.6 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 03/16/09 11:08 AM >>> Greetings, I'm just getting started with trying to set up a test-instance of RT. Before I possibly break what I've so far accomplished can anyone tell me if Asset Tracker 1.2.3 will work with rt-3.8.2? In the README file there're instructions to patch rt-3.4 but I'm reluctant to run that against 3.8.2 without knowing that someone has done it before successfully. thanks so much in advance for your time, ~c _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 rtusers-20090205 at billmail.scconsult.com Mon Mar 16 16:43:06 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Mon, 16 Mar 2009 16:43:06 -0400 Subject: [rt-users] Is RT allright being OK ? In-Reply-To: <40843.213.41.242.148.1237216663.squirrel@squirrel.est-unique.net> References: <40843.213.41.242.148.1237216663.squirrel@squirrel.est-unique.net> Message-ID: <49BEB9DA.6090405@billmail.scconsult.com> jul wrote, On 3/16/09 11:17 AM: > Hello, > > I discovered I had mistakes in my scrips (forgot the ->ISO cast), but I am > puzzled : > > is it normal that my table and field name are lower case even though I > installed request tracker with the rt-setup-database script ? Yes. SQL names are case-insensitive except when quoted (i.e. used as literals). > Will it be a problem upgrading ? No. From shakerramses at hotmail.com Mon Mar 16 16:53:46 2009 From: shakerramses at hotmail.com (shaker Khzym) Date: Mon, 16 Mar 2009 20:53:46 +0000 Subject: [rt-users] RTFM installation problem In-Reply-To: References: Message-ID: Hi I try to install RTFM and I got this error when I ran make initdb /usr/bin/perl -Ilib -I/opt/rt3/local/lib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database --action schema --datadir etc --dba RT2 --prompt-for-dba-password Setuid/gid script is writable by world. ...returned with error: 6400 make: *** [initdb] Error 25 any help Shaekir, _________________________________________________________________ Chat with the whole group, and bring everyone together. http://go.microsoft.com/?linkid=9650735 -------------- next part -------------- An HTML attachment was scrubbed... URL: From victor.da.fonseca at fr.schindler.com Mon Mar 16 17:03:30 2009 From: victor.da.fonseca at fr.schindler.com (victor.da.fonseca at fr.schindler.com) Date: Mon, 16 Mar 2009 22:03:30 +0100 Subject: [rt-users] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e). Message-ID: Je serai absent(e) du 16/03/2009 au 20/03/2009. I'am out of office between 16/03/2009 and 20/03/2009. Mail is not forwarded. ***************************************** Nota : Les informations contenues dans ce message sont exclusivement destinées aux personnes nommées ci- dessus et peuvent contenir des données confidentielles ou protégées.Une erreur de transmission n'entraîne aucune renonciation à la onfidentialité de ces données. Si vous n'êtes pas le destinataire prévu de ce message, vous êtes informéque vous ne devez pas l'utiliser, le divulguer ou le copier, sous quelque forme que ce soit.Si vous avez reçu ce courrier électronique par erreur, merci de le supprimer ainsi que seséventuelles copies et d'informer immédiatement l'expéditeur.
Notice : The information contained in this message is intended only foruse of the individual(s) named above and may contain confidential,proprietary or legally privileged information. No confidentiality or privilege is waived or lost by any mistransmission. If you are not the intended recipient of this message you are hereby notified that you must not use, disseminate, copy it in any form or take any action in reliance of it. If you have received this message in error please delete it and any copies of it and notify the sender immediately. ********************************************** From wweaver at amicus.com Mon Mar 16 16:57:27 2009 From: wweaver at amicus.com (Bill Weaver) Date: Mon, 16 Mar 2009 15:57:27 -0500 (CDT) Subject: [rt-users] Upgrading - 3.6.6 - 3.8.2 In-Reply-To: <1747982315.122681237236914494.JavaMail.root@anistore.amicusenvoy.com> Message-ID: <623361708.122731237237047238.JavaMail.root@anistore.amicusenvoy.com> I too just did an upgrade, though from 3.6.6 to 3.8.2. I followed all the steps in UPGRADING and README including UPGRADING.mysql. Everything processed without issue and no errors that I could see on the upgrade itself. Interface works and I can access tickets without issue. However, certain users are reporting errors when trying to do queries other than simple query (they get kicked out) and sometimes get kicked out attempting to access an old ticket. If they log back in and attempt again, sometimes it will work the 2nd or 3rd time. Not sure what is going on. In the logs I do see errors such as: [Mon Mar 16 15:36:36 2009] [error] [client 66.90.205.206] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Mar 16 20:36:35 2009] [error]: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154), referer: http://rt.amicus.com/Ticket/Display.html?id=9007 [Mon Mar 16 15:36:36 2009] [error] [client 66.90.205.206] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Mar 16 20:36:35 2009] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031), referer: http://rt.amicus.com/Ticket/Display.html?id=9007 [Mon Mar 16 15:41:48 2009] [error] [client 66.90.205.206] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Mar 16 20:41:48 2009] [error]: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154), referer: http://rt.amicus.com/Ticket/Display.html [Mon Mar 16 15:41:48 2009] [error] [client 66.90.205.206] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Mar 16 20:41:48 2009] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031), referer: http://rt.amicus.com/Ticket/Display.html Don't know if these are related or not. Please help! I am NOT a mason expert. -- "If there were no God, there would be no Atheists." - G. K. Chesterson Bill Weaver Director of Engineering Amicus, Inc. 512-531-3463 -------------- next part -------------- An HTML attachment was scrubbed... URL: From addam at purdue.edu Mon Mar 16 17:04:19 2009 From: addam at purdue.edu (Addam Schroll) Date: Mon, 16 Mar 2009 17:04:19 -0400 Subject: [rt-users] CreatedMonthly Graphs broken with Custom Field parameter? Message-ID: <49BEBED3.4010601@purdue.edu> I have a RT 3.8.2 instance setup and I like to use the CreatedMonthly bar graph to see ticket histories. The graph, however, appears to break if you try to use it with a search that includes a custom field parameter. For example, if I search for all tickets in our firewall queue with the Request Type custom Field set to any valid value, I get a blank graph with no totals at the bottom. I also see the following warnings in the RT logs. [Mon Mar 16 20:56:28 2009] [warning]: DBD::mysql::st execute failed: Column 'Created' in field list is ambiguous at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Mon Mar 16 20:56:28 2009] [warning]: RT::Handle=HASH(0x985ec6c) couldn't execute the query 'SELECT DISTINCT COUNT(main.id) AS id, SUBSTR(Created,1,7) AS createdmonthly FROM Tickets main JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '7' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) WHERE (main.Status != 'deleted') AND (main.Queue = '4' AND ( ( ( ObjectCustomFieldValues_1.Content LIKE '%Host Add Request%' OR ( ( ObjectCustomFieldValues_1.Content = '' OR ObjectCustomFieldValues_1.Content IS NULL ) AND ObjectCustomFieldValues_1.LargeContent LIKE '%Host Add Request%' ) ) ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY SUBSTR(Created,1,7) ' at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 Has anyone else run into this issue? Anyone found a workaround or solution? Thanks, Addam -- Addam Schroll IT Security and Privacy Analyst IT Networks & Security, Purdue University addam at purdue.edu From shakerramses at hotmail.com Mon Mar 16 17:46:27 2009 From: shakerramses at hotmail.com (shaker Khzym) Date: Mon, 16 Mar 2009 21:46:27 +0000 Subject: [rt-users] FW: RTFM installation problem In-Reply-To: References: Message-ID: Hi I try to install RTFM and I got this error when I ran make initdb /usr/bin/perl -Ilib -I/opt/rt3/local/lib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database --action schema --datadir etc --dba RT2 --prompt-for-dba-password Setuid/gid script is writable by world. ...returned with error: 6400 make: *** [initdb] Error 25 any help Shaekir, _________________________________________________________________ Share photos with friends on Windows Live Messenger http://go.microsoft.com/?linkid=9650734 -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Mon Mar 16 19:49:14 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Tue, 17 Mar 2009 12:49:14 +1300 Subject: [rt-users] RT Performance - Intermittent slow spells Message-ID: Hi, We are currently having some intermittent problems where our RT stops responding. I have isolated this I think to a database problem of some sort. I turned on Slow Query logging and this is what MySQL picked up. Any ideas what may cause such performance issues. It is intermittent but very annoying when it does occur. I have tuned the DB with mysqltuner and when it does run proper then it really hums along. # Time: 090317 12:42:29 # User at Host: rt[rt] @ localhost [] # Query_time: 11 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-288c54fb38d789956edc518ca4321abb', 3600); # User at Host: rt[rt] @ localhost [] # Query_time: 11 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-288c54fb38d789956edc518ca4321abb', 3600); # User at Host: rt[rt] @ localhost [] # Query_time: 11 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-288c54fb38d789956edc518ca4321abb', 3600); -- Regards Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From mhoover at thectogroup.com Mon Mar 16 20:29:16 2009 From: mhoover at thectogroup.com (Matt Hoover) Date: Mon, 16 Mar 2009 17:29:16 -0700 Subject: [rt-users] sort by Custom field Message-ID: <996ab0890903161729l41a56da8w191dc21aae444c36@mail.gmail.com> I have some users asking to be able to "CLICK" on the headers in a search. Headers that contain custom fields are not clickable. How can I make them functional and clickable by our users? Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From bernhard.hansbauer at greentube.com Tue Mar 17 03:25:05 2009 From: bernhard.hansbauer at greentube.com (Bernhard Hansbauer) Date: Tue, 17 Mar 2009 08:25:05 +0100 Subject: [rt-users] 500 internal server error, fastcgi connect failed Message-ID: <49BF5051.2030001@greentube.com> Hi, we updated our CentOS 5 system tonight via yum, after the reboot RT 3.8.1 won't work anymore. errors are: 2009-03-17 08:21:10: (mod_fastcgi.c.1768) connect failed: Connection refused on unix:/tmp/rt-fcgi.socket-1 2009-03-17 08:21:10: (mod_fastcgi.c.2956) backend died; we'll disable it for 5 seconds and send the request to another backend instead: reconnec ts: 0 load: 1 2009-03-17 08:21:11: (mod_fastcgi.c.2494) unexpected end-of-file (perhaps the fastcgi process died): pid: 8368 socket: unix:/tmp/rt-fcgi.socket- 1 2009-03-17 08:21:11: (mod_fastcgi.c.3278) child exited, pid: 8368 status: 255 2009-03-17 08:21:11: (mod_fastcgi.c.3325) response not received, request sent: 961 on socket: unix:/tmp/rt-fcgi.socket-1 for / , closing connect ion when trying to start the interface. the browser delivers a 500 - internal server error i do suspect some problem with fastcgi and lighttpd, but i have no idea where to start troubleshooting... any hint would be greatly appreciated.... greetings bernhard -- Bernhard Hansbauer System Administrator bernhard.hansbauer at greentube.com ------------------------- Greentube I.E.S. AG Mariahilfer Stra?e 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com ------------------------- ------------------------------------ Internet Email Confidentiality Footer ------------------------------------ Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From murattas6 at gmail.com Tue Mar 17 04:03:17 2009 From: murattas6 at gmail.com (Murat TAS) Date: Tue, 17 Mar 2009 10:03:17 +0200 Subject: [rt-users] how to refresh the translation ? In-Reply-To: <49B951FA.5010908@bitstatement.net> References: <49B91D4E.7050204@jennic.com> <49B951FA.5010908@bitstatement.net> Message-ID: > > Hi there, We want to migrate the pqSQL data from our old server (RT version 3.4.4) TO a new RT server with version 3.8.2.. Do you know any script we can use for this migration? (We have two servers installed (old/new).So it is better to find a script to transfer data from the old version server to a new one.) -------------- next part -------------- An HTML attachment was scrubbed... URL: From murattas6 at gmail.com Tue Mar 17 05:14:07 2009 From: murattas6 at gmail.com (Murat TAS) Date: Tue, 17 Mar 2009 11:14:07 +0200 Subject: [rt-users] how to migrate from 3.4.4 to 3.8.2 Message-ID: > > Hi there, We want to migrate the pgSQL data from our old server (RT version 3.4.4) TO a new RT server with version 3.8.2.. Do you know any script we can use for this migration? (We have two servers installed (old/new).So it is better to find a script to transfer data from the old version server to a new one.) old system: ubuntu 6.06 new system: ubuntu 8.10 Thanks.. Murat -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Tue Mar 17 07:21:55 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Tue, 17 Mar 2009 11:21:55 +0000 Subject: [rt-users] ruby library for REST access status In-Reply-To: <49BEA741.2060400@bitstatement.net> References: <49BEA741.2060400@bitstatement.net> Message-ID: <49BF87D3.50401@vialtus.com> Hi Tom; I will be interested and needing something very similar in the very near future, can I ask you what version of ruby you used? (or rather will it work with Ruby 1.8.6?) Thanks; *Roy El-hames * ISP Systems Tom Lahti wrote: > I have completed a first version of a ruby library for accessing RT via the > REST interface. It supports adding/modifying/corresponding on tickets, > adding/modifying users, and attachments (initially, as long as they fit in > memory. Streaming attachments and chunking them via HTTP is on my todo > list). It's functionally similar to RT::Client::REST in perl, but for ruby. > > However, since I wrote this on company time I need company approval to open > source it. I've requested that and am waiting for approval before releasing > the code. > > Is there anyone on the list who would use this if it were open sourced? It > might provide some leverage to get it released if we know if there are > others out there who will use it and possibly provide patches / feature > enhancements. > > -- > -- ============================ > 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 > From ktm at rice.edu Tue Mar 17 08:37:08 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 17 Mar 2009 07:37:08 -0500 Subject: [rt-users] how to migrate from 3.4.4 to 3.8.2 In-Reply-To: References: Message-ID: <20090317123708.GA2464@it.is.rice.edu> On Tue, Mar 17, 2009 at 11:14:07AM +0200, Murat TAS wrote: > > > > Hi there, > > > We want to migrate the pgSQL data from our old server (RT version 3.4.4) TO > a new RT server with version 3.8.2.. > > Do you know any script we can use for this migration? (We have two servers > installed (old/new).So it is better to find a script to transfer data from > the old version server to a new one.) > > old system: ubuntu 6.06 > new system: ubuntu 8.10 > > Thanks.. > Murat If you are moving to a new backend DB version as well, use pg_dump to make a copy of your current RT DB to the new location. Then follow the upgrade information in the 3.8.2 release to bring your backend up to the current release. Otherwise, just follow the upgrade information. Cheers, Ken From ktm at rice.edu Tue Mar 17 08:53:28 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 17 Mar 2009 07:53:28 -0500 Subject: [rt-users] RT Performance - Intermittent slow spells In-Reply-To: References: Message-ID: <20090317125327.GC2464@it.is.rice.edu> On Tue, Mar 17, 2009 at 12:49:14PM +1300, Aaron Guise wrote: > Hi, > We are currently having some intermittent problems where our RT stops > responding. I have isolated this I think to a database problem of some > sort. I turned on Slow Query logging and this is what MySQL picked up. Any > ideas what may cause such performance issues. It is intermittent but very > annoying when it does occur. I have tuned the DB with mysqltuner and when > it does run proper then it really hums along. > > # Time: 090317 12:42:29 > # User at Host: rt[rt] @ localhost [] > # Query_time: 11 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-288c54fb38d789956edc518ca4321abb', 3600); > # User at Host: rt[rt] @ localhost [] > # Query_time: 11 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-288c54fb38d789956edc518ca4321abb', 3600); > # User at Host: rt[rt] @ localhost [] > # Query_time: 11 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-288c54fb38d789956edc518ca4321abb', 3600); > > -- > Regards > > Aaron Aaron, Check the length of your session data. I expect that you have a couple of very large sessions that a taxing your DB I/O subsystem. If you delete them, the offending user will need to login again, but your performance should be back to normal. I do not know what causes this bloating of the session data, but my current 3000 entry session table entries are all less than 75k. When I see this problem, there is usually 1 session in the 5-20MB range. Here is the query I use in PostgreSQL which should be close to what you need: SELECT id,length(a_session) FROM sessions ORDER BY length(a_session) DESC LIMIT 10; This pruning could be done easily from a cronjob. Cheers, Ken From tut at nhamon.com.ua Tue Mar 17 08:56:58 2009 From: tut at nhamon.com.ua (Artem Naluzhnyy) Date: Tue, 17 Mar 2009 14:56:58 +0200 Subject: [rt-users] Unable to add saved search to default RT at a glance layout In-Reply-To: <65dfa4fc0903110754n3989a35ep56eb1616a508e7a3@mail.gmail.com> References: <65dfa4fc0903110754n3989a35ep56eb1616a508e7a3@mail.gmail.com> Message-ID: <65dfa4fc0903170556k5c7e3f24mc3bc3beb5bebc06e@mail.gmail.com> On Wed, Mar 11, 2009 at 16:54, Artem Naluzhnyy wrote: > When I add saved search with "RT system's saved searches" privacy as a > superuser to default RT at a glance layout I can not see it there. > Moreover if I try to modify the search options on > "/Prefs/Search.html?name=RT%3A%3AAttribute-58" page I receive empty > page with footer

only. There are no errors in the log. > > It works if I change privacy option for the saved search to some > group's one and add it to the RT at a glance page in my own > preferences. But the goal is to change default layout for all users. > > Bug/feature? It's a bug, appears when a saved search name contains '!'. -- Artem Naluzhnyy From slane at cedvalinfo.com Tue Mar 17 08:59:11 2009 From: slane at cedvalinfo.com (Simon Lane) Date: Tue, 17 Mar 2009 08:59:11 -0400 Subject: [rt-users] How to get tickets with nested SQL select statement In-Reply-To: <589c94400903131006y5d8ee4a1q6e6868d933b69545@mail.gmail.com> References: <589c94400903121436n5737f628r73fe7c343a79b439@mail.gmail.com> <589c94400903131006y5d8ee4a1q6e6868d933b69545@mail.gmail.com> Message-ID: I hope everyone will excuse my ignorance, but I still can't get this to work. I do not seem to get any rows back or, more likely, I am not getting the ticket ID correctly. I reduced the query to a really simple one directly on the tickets table to test: my $sth = $RT::Handle->SimpleQuery( "select id from Tickets where id >= 32394 AND id <= 32396" ); $sth->execute(); my $ticket_id; my @Tickets; my $ticket_count = 0; while ( $ticket_id = $sth->fetch()) ? ? ? ?{ ? ? ? ?$Query = "id = $ticket_id"; ? ? ? ?$Tickets[$ticket_count] = RT::Tickets->new($session{'CurrentUser'}); ? ? ? ?$Tickets[$ticket_count]->FromSQL($Query); ? ? ? ?$ticket_count++; ? ? ? ?} I have looked at a lot of info on SimpleQuery but can only find reference to the methods query and qs..... Again, I really appreciate the help. -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: March 13, 2009 1:07 PM To: Simon Lane Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to get tickets with nested SQL select statement SimpleQuery does binding for you, ->SimpleQuery("... WHERE x = ? ...", $binding, $another_one_binding); So sth you get is ready for fetching. If sth is not true value then it's an error. On Fri, Mar 13, 2009 at 7:52 PM, Simon Lane wrote: > I must be doing something wrong. ?My initial query manually returns: > ? ? ? ?ID > ---------- > ? ? ?4346 > ? ? ?4359 > ? ? ?4486 > ? ? ?4534 > ? ? ?4535 > > ? ? ?4600 > ? ? ?4346 > ? ? ?4359 > ? ? ?4486 > ? ? ?4534 > > > When I run the code as follows, I don't seem to get anything: > > my $sth = $RT::Handle->SimpleQuery( "select t.id from > rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users u,rt.transactions > tr,rt.queues q where t.id=ocf.objectid(+) and (ocf.customfield in (1,11,13) > or ocf.customfield is null) and u.id=tr.creator and q.id=t.queue and > tr.objecttype like '%Ticket' and tr.objectid=t.id and trunc(tr.created) > between to_DAte('01-JUN-2008','dd-mon-yyyy') and > to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0 ?or ocf.disabled > is null) and (ocf.content) in ('Severity 3','Severity 2','Severity > 1','Baseline') and upper(u.name)=upper('root') group by rollup > (trunc(tr.created),(t.id,t.subject))" ); > $sth->execute(); > my $ticket_id; > $sth->bind_columns( undef, \$ticket_id ); > my @Tickets; > my $sql_query; > my $ticket_count = 0; > while ( $sth->fetch()) > ? ? ? ?{ > ? ? ? ?$Query = "id = $ticket_id"; > ? ? ? ?$sql_query = $Query; > ? ? ? ?$Tickets[$ticket_count] = RT::Tickets->new($session{'CurrentUser'}); > ? ? ? ?$Tickets[$ticket_count]->FromSQL($Query); > ? ? ? ?$ticket_count++; > ? ? ? ?} > > Sorry, I realize this might be a bit basic, but I am new and learning this. > Thanks very much. > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: March 12, 2009 5:37 PM > To: Simon Lane > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] How to get tickets with nested SQL select statement > > If you're working on something that's only for you then it's easier to > use $RT::Handle ( in 3.8 it should be written as RT->DatabaseHandle ) > that returns connection to the DB. This object has SimpleQuery method > to execute any SQL. SimpleQuery returns sth (statement handle) > described in `perldoc DBI`. So everything in complex looks like this: > > my $sth = $RT::Handle->SimpleQuery( "any SQL you like" ); > while ( my $row = $sth->fetchrow_hashref ) { > .... here goes custom processing of the results .... > } > > As you can see you don't get objects but pure data structures without > methods, however if you have id of a ticket it's easy to turn it into > ticket object and get access to all methods it has. > > On Thu, Mar 12, 2009 at 10:55 PM, Simon Lane wrote: >> I have an installation of RT (3.6.4) on Oracle and am trying to write a >> report (a modified MyDay report) that displays only those tickets that > have >> been updated by the current user within a given period. ?I can get a list > of >> all tickets that have been modified ?by setting: >> >> >> >> $Query = ?LastUpdated => $olddate AND LastUpdate <= $newdate?; >> >> >> >> (where $olddate and $newdate are variables) and then calling >> >> >> >> my $Tickets = RT::Tickets->new($session{'CurrentUser'}); >> >> $Tickets->FromSQL($Query); >> >> >> >> The trouble I have is that the above returns all of the tickets that have >> been updated within the given period. ?In order to get around this, I have > a >> fairly complex query that will provide me with a list of ticket IDs that >> have been modified by a given user within the specified period: >> >> >> >> select t.id from?? rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users >> u,rt.transactions tr,rt.queues q >> >> where t.id=ocf.objectid(+) >> >> and (ocf.customfield in (1,11,13) or ocf.customfield is null) and >> u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' >> >> and tr.objectid=t.id >> >> and trunc(tr.created) between to_DAte('01-JUN-2008','dd-mon-yyyy') and >> to_date('02-JUN-2008','dd-mon-yyyy') >> >> and (ocf.disabled = 0? or ocf.disabled is null) and (ocf.content) in >> ('Severity 3','Severity 2','Severity 1','Baseline') and >> upper(u.name)=upper('slane at cedvalinfo.com') >> >> group by rollup (trunc(tr.created),(t.id,t.subject)); >> >> >> >> I would have thought that if I just added ?id IN ? to the front of this so >> that, for example: >> >> >> >> $Query = ?id IN (select t.id from rt.objectcustomfieldvalues > ocf,rt.tickets >> t,rt.users u,rt.transactions tr,rt.queues q where t.id=ocf.objectid(+) and >> (ocf.customfield in (1,11,13) or ocf.customfield is null) and >> u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' and >> tr.objectid=t.id and trunc(tr.created) between >> to_DAte('01-JUN-2008','dd-mon-yyyy') and >> to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0? or > ocf.disabled >> is null) and (ocf.content) in ('Severity 3','Severity 2','Severity >> 1','Baseline') and upper(u.name)=upper('slane at cedvalinfo.com') group by >> rollup (trunc(tr.created),(t.id,t.subject)))"; >> >> my $Tickets = RT::Tickets->new($session{'CurrentUser'}); >> >> $Tickets->FromSQL($Query); >> >> >> >> Unfortunately, this does not return anything (that I can see). >> >> Running this manually with ?Select * from tickets where ..? seems to > work, >> however and I get all the tickets. >> >> What is it that I am missing with RT:Tickets->FromSQL ? >> >> >> >> Any help would be greatly appreciated. >> >> Thanks. >> >> >> >> -- >> >> Simon Lane >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 4257 bytes Desc: not available URL: From rl at greentube.com Tue Mar 17 08:54:08 2009 From: rl at greentube.com (Raphael Loziczky) Date: Tue, 17 Mar 2009 13:54:08 +0100 Subject: [rt-users] problems with rt-3.8.1 after upgrading vom centos 5 to 5.2 Message-ID: <49BF9D70.4050809@greentube.com> hello, we updated our rt-server from centos 5 to centos 5.2 now we can't get it working any more... we use lighttpd with the mason lighttpd handler for fastcgi when using lighttpd is says: 2009-03-17 13:51:46: (mod_fastcgi.c.1768) connect failed: Connection refused on unix:/tmp/rt-fcgi.socket-1 2009-03-17 13:51:46: (mod_fastcgi.c.2956) backend died; we'll disable it for 5 seconds and send the request to another backend instead: reconnects: 0 load: 1 2009-03-17 13:51:46: (mod_fastcgi.c.2752) --- fastcgi spawning socket unix:/tmp/rt-fcgi.socket-1 current: 1 / 2 2009-03-17 13:51:46: (mod_fastcgi.c.814) new proc, socket: 0 /tmp/rt-fcgi.socket-1 2009-03-17 13:51:46: (mod_fastcgi.c.3005) got proc: pid: 9658 socket: unix:/tmp/rt-fcgi.socket-1 load: 1 2009-03-17 13:51:46: (mod_fastcgi.c.2494) unexpected end-of-file (perhaps the fastcgi process died): pid: 9658 socket: unix:/tmp/rt-fcgi.socket-1 2009-03-17 13:51:46: (mod_fastcgi.c.3325) response not received, request sent: 1131 on socket: unix:/tmp/rt-fcgi.socket-1 for / , closing connection apache with mod perl is also configured. when using apache the start of the service quits with the following error: Tue Mar 17 12:00:52 2009] [error] File::Temp version 0.18 required--this is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/I18N.pm line 65.\nBEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT/I18N.pm line 65.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in require at (eval 2) line 1.\n [Tue Mar 17 12:00:52 2009] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.server.com:0, exiting... plz help! it's urgent for us! best regards, Raphael From tut at nhamon.com.ua Tue Mar 17 09:08:37 2009 From: tut at nhamon.com.ua (Artem Naluzhnyy) Date: Tue, 17 Mar 2009 15:08:37 +0200 Subject: [rt-users] Send "On Resolve Notify Requestors" e-mails only to some user Message-ID: <65dfa4fc0903170608l7438c1bei9e898d47b17662ed@mail.gmail.com> Hi, How to limit outgoing e-mails from RT to some user by "On Resolve Notify Requestors" default script only? So the user should not receive autoreplies for new tickets, correspondences in requested tickets and so on. -- Artem Naluzhnyy From jmoseley at corp.xanadoo.com Tue Mar 17 09:22:14 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 17 Mar 2009 08:22:14 -0500 Subject: [rt-users] problems with rt-3.8.1 after upgrading vom centos 5 to 5.2 In-Reply-To: <49BF9D70.4050809@greentube.com> Message-ID: Someone else also appears to have this problem... The first thing I can think of is that either or both of the lighty or fastcgi configuration files changed. Can you compare the current configs with known working ones? Perhaps permissions on /tmp? Can you see as part of the upgrade if perl (or any perl modules) was upgraded? As for using Apache, you simply need to update the File::Temp perl module. James Moseley Raphael Loziczky To Sent by: rt-users at bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] problems with rt-3.8.1 after upgrading vom centos 5 to 03/17/2009 07:54 5.2 AM hello, we updated our rt-server from centos 5 to centos 5.2 now we can't get it working any more... we use lighttpd with the mason lighttpd handler for fastcgi when using lighttpd is says: 2009-03-17 13:51:46: (mod_fastcgi.c.1768) connect failed: Connection refused on unix:/tmp/rt-fcgi.socket-1 2009-03-17 13:51:46: (mod_fastcgi.c.2956) backend died; we'll disable it for 5 seconds and send the request to another backend instead: reconnects: 0 load: 1 2009-03-17 13:51:46: (mod_fastcgi.c.2752) --- fastcgi spawning socket unix:/tmp/rt-fcgi.socket-1 current: 1 / 2 2009-03-17 13:51:46: (mod_fastcgi.c.814) new proc, socket: 0 /tmp/rt-fcgi.socket-1 2009-03-17 13:51:46: (mod_fastcgi.c.3005) got proc: pid: 9658 socket: unix:/tmp/rt-fcgi.socket-1 load: 1 2009-03-17 13:51:46: (mod_fastcgi.c.2494) unexpected end-of-file (perhaps the fastcgi process died): pid: 9658 socket: unix:/tmp/rt-fcgi.socket-1 2009-03-17 13:51:46: (mod_fastcgi.c.3325) response not received, request sent: 1131 on socket: unix:/tmp/rt-fcgi.socket-1 for / , closing connection apache with mod perl is also configured. when using apache the start of the service quits with the following error: Tue Mar 17 12:00:52 2009] [error] File::Temp version 0.18 required--this is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/bin/../lib/RT/I18N.pm line 65.\nBEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT/I18N.pm line 65.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in require at (eval 2) line 1.\n [Tue Mar 17 12:00:52 2009] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.server.com:0, exiting... plz help! it's urgent for us! best regards, Raphael _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 rl at greentube.com Tue Mar 17 10:53:03 2009 From: rl at greentube.com (Raphael Loziczky) Date: Tue, 17 Mar 2009 15:53:03 +0100 Subject: [rt-users] problems with rt-3.8.1 after upgrading vom centos 5 to 5.2 In-Reply-To: References: Message-ID: <49BFB94F.6090201@greentube.com> Thanks for reply! I tried the old working config from fastcgi and lighty - it has not been updated... I will check the permissions on /tmp... Perl modules were updated I think it made troubles with some deps. I'm going on finding the error Raphael jmoseley at corp.xanadoo.com schrieb: > Someone else also appears to have this problem... The first thing I can > think of is that either or both of the lighty or fastcgi configuration > files changed. Can you compare the current configs with known working > ones? Perhaps permissions on /tmp? Can you see as part of the upgrade if > perl (or any perl modules) was upgraded? > > As for using Apache, you simply need to update the File::Temp perl module. > > > James Moseley > > > > > > Raphael Loziczky > > To > Sent by: rt-users at bestpractical.com > rt-users-bounces@ cc > lists.bestpractic > al.com Subject > [rt-users] problems with rt-3.8.1 > after upgrading vom centos 5 to > 03/17/2009 07:54 5.2 > AM > > > > > > > > > > hello, > > we updated our rt-server from centos 5 to centos 5.2 > > now we can't get it working any more... > > we use lighttpd with the mason lighttpd handler for fastcgi > > when using lighttpd is says: > > 2009-03-17 13:51:46: (mod_fastcgi.c.1768) connect failed: Connection > refused on unix:/tmp/rt-fcgi.socket-1 > 2009-03-17 13:51:46: (mod_fastcgi.c.2956) backend died; we'll disable it > for 5 seconds and send the request to another backend instead: > reconnects: 0 load: 1 > 2009-03-17 13:51:46: (mod_fastcgi.c.2752) --- fastcgi spawning > socket unix:/tmp/rt-fcgi.socket-1 > current: 1 / 2 > 2009-03-17 13:51:46: (mod_fastcgi.c.814) new proc, socket: 0 > /tmp/rt-fcgi.socket-1 > 2009-03-17 13:51:46: (mod_fastcgi.c.3005) got proc: pid: 9658 socket: > unix:/tmp/rt-fcgi.socket-1 load: 1 > 2009-03-17 13:51:46: (mod_fastcgi.c.2494) unexpected end-of-file > (perhaps the fastcgi process died): pid: 9658 socket: > unix:/tmp/rt-fcgi.socket-1 > 2009-03-17 13:51:46: (mod_fastcgi.c.3325) response not received, request > sent: 1131 on socket: unix:/tmp/rt-fcgi.socket-1 for / , closing connection > > > apache with mod perl is also configured. > > when using apache the start of the service quits with the following error: > > Tue Mar 17 12:00:52 2009] [error] File::Temp version 0.18 required--this > is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm > line 14.\nBEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation > failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line > 233.\nBEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation > failed in require at /opt/rt3/bin/../lib/RT/I18N.pm line 65.\nBEGIN > failed--compilation aborted at /opt/rt3/bin/../lib/RT/I18N.pm line > 65.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line > 152.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line > 101.\nCompilation failed in require at (eval 2) line 1.\n > [Tue Mar 17 12:00:52 2009] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server rt.server.com:0, exiting... > > plz help! it's urgent for us! > > best regards, > Raphael > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > From kfcrocker at lbl.gov Tue Mar 17 12:58:43 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 17 Mar 2009 09:58:43 -0700 Subject: [rt-users] Send Mail Scrip problems In-Reply-To: <20090315235301.909875ujo0qo6p8o@horde.ukgrid.net> References: <20090315235301.909875ujo0qo6p8o@horde.ukgrid.net> Message-ID: <49BFD6C3.4030104@lbl.gov> Andy, Did you remember to insert a "blank" line after the "to:" line. When you replace "Subject:", "From:", or "to:" (header replacement line) you MUST insert a blank line between them and the body of your template. Hope this helps. Kenn LBNL On 3/15/2009 4:53 PM, Andy Smith wrote: > Hi, > > I am trying to use the example here: > > http://wiki.bestpractical.com/view/SendEmailAction > > to send emails based on custom conditions. I have this working using > hard coded destination mail addresses but when I try and use the > section in the template as described in the wiki: > > To: { my $GroupObj = RT::Group->new($user); > $GroupObj->LoadUserDefinedGroup('Group Name'); > $GroupObj->MemberEmailAddressesAsString()} > > > it doesn't work for me, I see this error in the system messages file: > > Mar 16 00:01:52 alpha RT: RT::Users=HASH(0x16b0a97c) was created > without a CurrentUser. Any RT object which is subclass of RT::Base > must be created with a RT::CurrentUser or a RT::User object as the > first argument. (/usr/local/lib/perl5/site_perl/5.8.9/RT/Base.pm:108) > Mar 16 00:01:53 alpha RT: Template parsing error: > RT::Users=HASH(0x16b0a97c) was created without a CurrentUser at > /usr/local/lib/perl5/site_perl/5.8.9/RT/SearchBuilder.pm line 81 > RT::SearchBuilder::_Init('RT::Users=HASH(0x16b0a97c)', undef) called > at /usr/local/lib/perl5/site_perl/5.8.9/RT/Users_Overlay.pm line 80 > RT::Users::_Init('RT::Users=HASH(0x16b0a97c)', undef) called at > /usr/local/lib/perl5/site_perl/5.8.9/DBIx/SearchBuilder.pm line 93 > DBIx::SearchBuilder::new('RT::Users', undef) called at > /usr/local/lib/perl5/site_perl/5.8.9/RT/Group_Overlay.pm line 843 > RT::Group::UserMembersObj('RT::Group=HASH(0x16b327ac)') called at > /usr/local/lib/perl5/site_perl/5.8.9/RT/Group_Overlay.pm line 878 > RT::Group::MemberEmailAddresses('RT::Group=HASH(0x16b327ac)') called > at /usr/local/lib/perl5/site_perl/5.8.9/RT/Group_Overlay.pm line 899 > > RT::Group::MemberEmailAddressesAsString('RT::Group=HASH(0x16b327ac)') > called at template line 3 eval 'package Text::Template::GEN2; > ; #line 1 template my $GroupObj = RT::Group->new > Mar 16 00:01:53 alpha kernel: oup->new > > > Can anyone help? What is going wrong? This is on RT 3.8.2, > > thanks for any help, Andy. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From a.smith at ukgrid.net Tue Mar 17 13:31:34 2009 From: a.smith at ukgrid.net (Andy Smith) Date: Tue, 17 Mar 2009 17:31:34 +0000 Subject: [rt-users] Send Mail Scrip problems In-Reply-To: <49BFD6C3.4030104@lbl.gov> References: <20090315235301.909875ujo0qo6p8o@horde.ukgrid.net> <49BFD6C3.4030104@lbl.gov> Message-ID: <20090317173134.89196h2yq4ei69cs@horde.ukgrid.net> Hi Ken, thanks for replying. Actually I seem to have found a way to get it working but without really understanding what I have done :P. Please see my second post with the issue described slightly more clearly (I think). http://lists.bestpractical.com/pipermail/rt-users/2009-March/058001.html If you have any ideas what I have done any why it works with the later config it would be great to know! Thanks Andy. Quoting Ken Crocker : > Andy, > > > Did you remember to insert a "blank" line after the "to:" line. > When you replace "Subject:", "From:", or "to:" (header replacement > line) you MUST insert a blank line between them and the body of your > template. > Hope this helps. > > Kenn > LBNL From jrhett at netconsonance.com Tue Mar 17 14:33:35 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 17 Mar 2009 11:33:35 -0700 Subject: [rt-users] patch to fix the mail header order? In-Reply-To: <20090127203950.GZ15157@bestpractical.com> References: <3FD509C3-3668-40A4-9037-39DD19B72FD5@netconsonance.com> <20090127200320.GH40510@17h.local> <20090127202835.GW15157@bestpractical.com> <20090127203950.GZ15157@bestpractical.com> Message-ID: Jesse, I now have some time to dig into the code and/or docs. Have you already tackled this, or would a patch be welcome? On Jan 27, 2009, at 12:39 PM, Jesse Vincent wrote: > Following up on my own post: > > RFC 2822, 3.6: > ...for the purposes of this standard, header fields SHOULD NOT be > reordered > when a message is transported or transformed. More importantly, the > trace > header fields and resent header fields MUST NOT be reordered, and > SHOULD be > kept in blocks prepended to the message. > > So, if we're reordering the received lines, it's a bug I'd like to > see fixed. > Assuming they don't otherwise compromise the system (which is > really, always the case), > patches would most certainly be welcome. > > Best, > Jesse -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Tue Mar 17 14:38:22 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 17 Mar 2009 14:38:22 -0400 Subject: [rt-users] patch to fix the mail header order? In-Reply-To: References: <3FD509C3-3668-40A4-9037-39DD19B72FD5@netconsonance.com> <20090127200320.GH40510@17h.local> <20090127202835.GW15157@bestpractical.com> <20090127203950.GZ15157@bestpractical.com> Message-ID: <20090317183822.GC44167@173-115-5-249.pools.spcsdns.net> On Tue 17.Mar'09 at 11:33:35 -0700, Jo Rhett wrote: > Jesse, I now have some time to dig into the code and/or docs. Have you > already tackled this, or would a patch be welcome? I'd love the patch. -jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From toml at bitstatement.net Tue Mar 17 15:46:27 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 17 Mar 2009 12:46:27 -0700 Subject: [rt-users] ruby library for REST access status In-Reply-To: <49BF87D3.50401@vialtus.com> References: <49BEA741.2060400@bitstatement.net> <49BF87D3.50401@vialtus.com> Message-ID: <49BFFE13.8010101@bitstatement.net> Raed El-Hames wrote: > Hi Tom; > > I will be interested and needing something very similar in the very near > future, can I ask you what version of ruby you used? (or rather will it > work with Ruby 1.8.6?) > Thanks; > > *Roy El-hames * > > ISP Systems It was written using Ruby 1.8.6. I have not tested it with 1.9, but it contains nothing itself that depends on things which don't work in 1.9. The dependencies however are another thing. My library depends on some other gems, namely rest-client, tmail, and mime-types (and mime-types has additional dependencies). -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From wweaver at amicus.com Tue Mar 17 23:02:24 2009 From: wweaver at amicus.com (Bill Weaver) Date: Tue, 17 Mar 2009 22:02:24 -0500 (CDT) Subject: [rt-users] Upgrading - 3.6.6 - 3.8.2 In-Reply-To: <623361708.122731237237047238.JavaMail.root@anistore.amicusenvoy.com> Message-ID: <1006888564.132161237345344641.JavaMail.root@anistore.amicusenvoy.com> Please, anyone that can help point me in the right direction on this! ----- Original Message ----- From: "Bill Weaver" To: rt-users at lists.bestpractical.com Sent: Monday, March 16, 2009 3:57:27 PM GMT -06:00 US/Canada Central Subject: [rt-users] Upgrading - 3.6.6 - 3.8.2 I too just did an upgrade, though from 3.6.6 to 3.8.2. I followed all the steps in UPGRADING and README including UPGRADING.mysql. Everything processed without issue and no errors that I could see on the upgrade itself. Interface works and I can access tickets without issue. However, certain users are reporting errors when trying to do queries other than simple query (they get kicked out) and sometimes get kicked out attempting to access an old ticket. If they log back in and attempt again, sometimes it will work the 2nd or 3rd time. Not sure what is going on. In the logs I do see errors such as: [Mon Mar 16 15:36:36 2009] [error] [client 66.90.205.206] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Mar 16 20:36:35 2009] [error]: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154), referer: http://rt.amicus.com/Ticket/Display.html?id=9007 [Mon Mar 16 15:36:36 2009] [error] [client 66.90.205.206] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Mar 16 20:36:35 2009] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031), referer: http://rt.amicus.com/Ticket/Display.html?id=9007 [Mon Mar 16 15:41:48 2009] [error] [client 66.90.205.206] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Mar 16 20:41:48 2009] [error]: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154), referer: http://rt.amicus.com/Ticket/Display.html [Mon Mar 16 15:41:48 2009] [error] [client 66.90.205.206] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Mar 16 20:41:48 2009] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1031), referer: http://rt.amicus.com/Ticket/Display...html Don't know if these are related or not. Please help! I am NOT a mason expert. -- "If there were no God, there would be no Atheists." - G. K. Chesterson Bill Weaver Director of Engineering Amicus, Inc. 512-531-3463 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- "If there were no God, there would be no Atheists." - G. K. Chesterson Bill Weaver Director of Engineering Amicus, Inc. 512-531-3463 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sladkofo at yahoo-inc.com Wed Mar 18 04:37:39 2009 From: sladkofo at yahoo-inc.com (Oleg Sladkoff) Date: Wed, 18 Mar 2009 09:37:39 +0100 Subject: [rt-users] recommended max_allowed_packet value (for attachments) Message-ID: <1237365459.3289.6.camel@prettyenter.grenoble.corp.yahoo.com> Hello I am using Mysql 4.1 / RT 3.6.5. on mysql , max_allowed_packet is set to 1048576 , which causes attachements greater than 1M to fail (see in apache log): Attachment insert failed - Got a packet bigger than 'max_allowed_packet' bytes (/usr/lib/perl5/vendor_perl/5.8.8/RT/Attachment_Overlay.pm:195) I would like to know if there are any max_allowed_packet value recommendation , because I would not like to have my database size grow , and because I might then have performance problems... so what value are you using / recommending for max_allowed_packet ? -- Oleg Sladkoff KELKOO - Service Architect oleg.sladkoff at yahoo-inc.com Yahoo messenger : Kelkoooleg tel : +33 (0)476848147 gsm : +33(0)675768532 From torsten.brumm at googlemail.com Wed Mar 18 07:15:19 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 18 Mar 2009 12:15:19 +0100 Subject: [rt-users] Asset Tracker + 3.8.2 possible? In-Reply-To: <49BE798F.4080301@simons-rock.edu> References: <49BE798F.4080301@simons-rock.edu> Message-ID: Hi Charlie, i've tried it here in my test box with the Version mentioned by todd and it works really good so far! Torsten 2009/3/16 charlie derr > Greetings, > I'm just getting started with trying to set up a test-instance of > RT. Before I possibly break what I've so far accomplished can > anyone tell me if Asset Tracker 1.2.3 will work with rt-3.8.2? > > In the README file there're instructions to patch rt-3.4 but I'm > reluctant to run that against 3.8.2 without knowing that someone > has done it before successfully. > > thanks so much in advance for your time, > ~c > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Wed Mar 18 07:47:12 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 18 Mar 2009 04:47:12 -0700 Subject: [rt-users] Send Mail Scrip problems In-Reply-To: <20090317173134.89196h2yq4ei69cs@horde.ukgrid.net> References: <20090315235301.909875ujo0qo6p8o@horde.ukgrid.net> <49BFD6C3.4030104@lbl.gov>, <20090317173134.89196h2yq4ei69cs@horde.ukgrid.net> Message-ID: Maybe the $user that you use to initialize the Group Object variable is not initialized properly. I always use $RT::SystemUser instead of the CurrentUser to initialize such variables, but until now I havent really thought about it being 'bad'. Any thoughts about this? -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy Smith [a.smith at ukgrid.net] Sent: Tuesday, March 17, 2009 11:01 PM To: Ken Crocker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Send Mail Scrip problems Hi Ken, thanks for replying. Actually I seem to have found a way to get it working but without really understanding what I have done :P. Please see my second post with the issue described slightly more clearly (I think). http://lists.bestpractical.com/pipermail/rt-users/2009-March/058001.html If you have any ideas what I have done any why it works with the later config it would be great to know! Thanks Andy. Quoting Ken Crocker : > Andy, > > > Did you remember to insert a "blank" line after the "to:" line. > When you replace "Subject:", "From:", or "to:" (header replacement > line) you MUST insert a blank line between them and the body of your > template. > Hope this helps. > > 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 barnesaw at ucrwcu.rwc.uc.edu Wed Mar 18 08:14:06 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 18 Mar 2009 08:14:06 -0400 Subject: [rt-users] recommended max_allowed_packet value (for attachments) In-Reply-To: <1237365459.3289.6.camel@prettyenter.grenoble.corp.yahoo.com> References: <1237365459.3289.6.camel@prettyenter.grenoble.corp.yahoo.com> Message-ID: <49C0E58E.7060209@ucrwcu.rwc.uc.edu> On mine I have max_allowed_packet=16M It is probably overkill, but I got sick of trying to figure out exactly how big I needed to make it without losing attachments. Oleg Sladkoff wrote: > Hello > > I am using Mysql 4.1 / RT 3.6.5. > > on mysql , max_allowed_packet is set to 1048576 , which causes > attachements greater than 1M to fail (see in apache log): > > Attachment insert failed - Got a packet bigger than 'max_allowed_packet' > bytes (/usr/lib/perl5/vendor_perl/5.8.8/RT/Attachment_Overlay.pm:195) > > > I would like to know if there are any max_allowed_packet value > recommendation , because I would not like to have my database size > grow , and because I might then have performance problems... > > > so what value are you using / recommending for max_allowed_packet ? > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From jnaneshwar.bantanur at kavach.net Wed Mar 18 08:32:03 2009 From: jnaneshwar.bantanur at kavach.net (Jnaneshwar Bantanur) Date: Wed, 18 Mar 2009 18:02:03 +0530 Subject: [rt-users] Getting the following Error on deleting "ObjectCustomFields" table from RT d/b Message-ID: <49C0E9C3.10704@kavach.net> Hello ..After I tried to delete the rough data which I have put Just to evaluate RT.After Deleting Users,Queues,Groups and Attachments After Deleting the data from table "ObjectCustomFields".I am getting this error while starting the RT. Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1209. I am new to RT and Perl programming environment. Thanks and regards Jnani -------------- next part -------------- A non-text attachment was scrubbed... Name: jnaneshwar_bantanur.vcf Type: text/x-vcard Size: 379 bytes Desc: not available URL: From rfh at vialtus.com Wed Mar 18 09:09:08 2009 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 18 Mar 2009 13:09:08 +0000 Subject: [rt-users] Getting the following Error on deleting "ObjectCustomFields" table from RT d/b In-Reply-To: <49C0E9C3.10704@kavach.net> References: <49C0E9C3.10704@kavach.net> Message-ID: <49C0F274.6080203@vialtus.com> Re-install RT, you have removed/deleted users and groups that are part of the system .. *Roy El-hames * ISP Systems Jnaneshwar Bantanur wrote: > Hello ..After I tried to delete the rough data which I have put Just to > evaluate RT.After Deleting Users,Queues,Groups and Attachments After > Deleting the data from table "ObjectCustomFields".I am getting this > error while starting the RT. > Can't call method "HasRight" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1209. > > I am new to RT and Perl programming environment. > > Thanks and regards > Jnani > From guadagnino.cristiano at creval.it Wed Mar 18 09:07:02 2009 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 18 Mar 2009 14:07:02 +0100 Subject: [rt-users] Acces denied linking to other ticket Message-ID: We are using RT 3.8.2 in this configuration: we have 3 queues, one for each workgroup, and an "incoming" queue where tickets always land (through email only). People from the three workgroups are privileged, and we have a scrip in place that moves tickets from the "incoming" queue to one of the other queues depending on who takes the ticket. Nobody can act on the "incoming" queue aside for taking tickets or commenting. Today I took a ticket, and tried to link it with another ticket (with a "depends on" link) that was still in the incoming queue. I got an "access denied" message. I suspect this is because I did not own the other ticket, but I could not take it because tho other ticket had to be taken by a member of another workgroup. Yesterday I had another issue which I feel is directly related to this one: we got a ticket that asked things logically belonging to two different workgroups, so I took it and then split it in two different tickets (using the "create" link next to "Children"). Since the child ticket belonged to another workgroup I changed its properties to go in the incoming queue and changed the owner to "nobody". The ticket got created, but the link action failed with an "access denied" message. I think the missing right here is "modify ticket", but I may be wrong. In general, I feel that the "modify ticket" right is too broad, and I think it would be nice to have it split in more "granular" rights. Could somebody help with the problem, or suggest another configuration? Thank you in advance! Bye Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jim.Tambling at datatote.co.uk Wed Mar 18 11:04:35 2009 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Wed, 18 Mar 2009 15:04:35 -0000 Subject: [rt-users] Suppressing reminders Message-ID: <72D9E13A8FC8994794D448E91198AE070133FC01@mail.sys.internal> Hi is there any way to suppress reminders until a specified time before the reminder is due? My department works a shift pattern so we create reminders owned by Nobody so whoever is on shift can see what needs to be done. As the use of RT grows the amount of reminders is getting bigger and bigger. Ideally I would like to suppress reminders until 24 hours before they are due. Regards, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From TSwart at christa.com Wed Mar 18 11:01:24 2009 From: TSwart at christa.com (Swart, Tom) Date: Wed, 18 Mar 2009 11:01:24 -0400 Subject: [rt-users] Page not found Error on Fresh Install Message-ID: I'm new to RT and I was trying to install it for the first time. I followed the guide located at this link http://wiki.bestpractical.com/view/DebianLennyInstallGuide and for the most part had not problems. The only problems I had were that apache wouldn't start with this line Set(@Plugins,qw(RT::FM)); in the RT_SiteConfig.pm file and I am unable to run newaliases. I receive this error: newaliases: fatal: open /etc/postfix/main.cf: No such file or directory. Then when I go the the web interface for RT it looks like the .css file is not loading and none of the links work. All of them say "Page not found". Here are the details of the versions I am running: Linux svrrt 2.6.26-1-686 #1 SMP Sat Jan 10 18:29:31 UTC 2009 i686 GNU/Linux RT: our $VERSION = '3.8.2'; This is perl, v5.10.0 built for i486-linux-gnu-thread-multi !DBIx::!SearchBuilder: 1.54 Apache: v2 mysql Ver 14.12 Distrib 5.0.51a, for debian-linux-gnu (i486) using readline 5.2 Any help would be appreciated. From mr.vandeley at gmail.com Wed Mar 18 12:08:01 2009 From: mr.vandeley at gmail.com (Mr.Vandeley) Date: Wed, 18 Mar 2009 13:08:01 -0300 Subject: [rt-users] RTFM articles for unprivileged user group Message-ID: <1b47fd660903180908w2cb3c20bh7c7566e5c74b4aab@mail.gmail.com> Hi, According to the lib/RT/FM/Introduction.pod [1] I can make articles in RTFM accessible to unprivileged users. Is this correct? I ask this because after granting ShowArticle per class or even globaly, unprivileged users still can't see the search box. Is there any other issue that I might consider other than the "ShowArticle right"? Thanks for your help. [1] SelfService Interface If you grant the Unprivileged user group the right ShowArticle, they will get a Search box at the top of their interface. This allows users to look for answer to questions before creating a Ticket. --Mr Vandeley From kfcrocker at lbl.gov Wed Mar 18 12:45:16 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 18 Mar 2009 09:45:16 -0700 Subject: [rt-users] Acces denied linking to other ticket In-Reply-To: References: Message-ID: <49C1251C.1030401@lbl.gov> Guadaagnino, I had that same problem myself. I wanted people in one queue to be able to link to tickets in another queue, but at the same time, I DIDN'T want them to have the "ModifyTicket" right to the other queue because they couldn't own it and work on it (I hate when 10 different people can mess with tickets in another queue. No control at all.). The answer was the configuration "StrictACL". If it is turned on ($StrictACL, 1) then you HAVE to grant "ModifyTicket" to people who are not normally working on tickets in the queue you want to link to. Turning OFF that config ($StrictACL, 0), allows users to link their tickets from 1 queue to another WITHOUT the "ModifyTicket" privilege in the linked queue. So this might do it for you. Hope this helps. Kenn LBNL On 3/18/2009 6:07 AM, Guadagnino Cristiano wrote: > > We are using RT 3.8.2 in this configuration: we have 3 queues, one for > each workgroup, and an "incoming" queue where tickets always land > (through email only). > > People from the three workgroups are privileged, and we have a scrip > in place that moves tickets from the "incoming" queue to one of the > other queues depending on who takes the ticket. > > Nobody can act on the "incoming" queue aside for taking tickets or > commenting. > > > > Today I took a ticket, and tried to link it with another ticket (with > a "depends on" link) that was still in the incoming queue. I got an > "access denied" message. I suspect this is because I did not own the > other ticket, but I could not take it because tho other ticket had to > be taken by a member of another workgroup. > > > > Yesterday I had another issue which I feel is directly related to this > one: we got a ticket that asked things logically belonging to two > different workgroups, so I took it and then split it in two different > tickets (using the "create" link next to "Children"). Since the child > ticket belonged to another workgroup I changed its properties to go in > the incoming queue and changed the owner to "nobody". The ticket got > created, but the link action failed with an "access denied" message. > > > > I think the missing right here is "modify ticket", but I may be wrong. > > In general, I feel that the "modify ticket" right is too broad, and I > think it would be nice to have it split in more "granular" rights. > > > > Could somebody help with the problem, or suggest another configuration? > > > > Thank you in advance! > > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From toml at bitstatement.net Wed Mar 18 14:56:11 2009 From: toml at bitstatement.net (Tom Lahti) Date: Wed, 18 Mar 2009 11:56:11 -0700 Subject: [rt-users] recommended max_allowed_packet value (for attachments) In-Reply-To: <49C0E58E.7060209@ucrwcu.rwc.uc.edu> References: <1237365459.3289.6.camel@prettyenter.grenoble.corp.yahoo.com> <49C0E58E.7060209@ucrwcu.rwc.uc.edu> Message-ID: <49C143CB.90902@bitstatement.net> Drew Barnes wrote: > On mine I have max_allowed_packet=16M > > It is probably overkill, but I got sick of trying to figure out exactly > how big I needed to make it without losing attachments. I also have max_allowed_packet = 16M. Works fine for us. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From kfcrocker at lbl.gov Wed Mar 18 15:12:42 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 18 Mar 2009 12:12:42 -0700 Subject: [rt-users] Help with displaying Error message Message-ID: <49C147AA.50307@lbl.gov> To all, I have a scrip thar re-sets the Ticket Status to "open" when a ticket is resolved and a certain CF has no value. Making the CF Mandatory is not an option as the users do NOT know what to put in it when the ticket is created and we don't want the mandatory setting to stop ticket creation. What I want to do is display a message on the "Modify Ticket" screen when they "resolve" the ticket and the CF has NOT been set. Everything else is working fine. Any help there? Thanks. Kenn LBNL From c_apotla at qualcomm.com Wed Mar 18 15:39:17 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 18 Mar 2009 12:39:17 -0700 Subject: [rt-users] Help with displaying Error message In-Reply-To: <49C147AA.50307@lbl.gov> References: <49C147AA.50307@lbl.gov> Message-ID: Hi, I have this set up : On local/html/Ticket/Modify.html In the INIT Block : my %queues_custom = ('' => '1'); if ($queues_custom{$Ticket->QueueObj->Name}) { my @custom_results = ProcessCustomRequiredUpdates(TicketObj => $Ticket); push @results, at custom_results; } On local/lib/RT/Interface/Web.pm I have added : sub ProcessCustomRequiredUpdates { my %args = @_; my $TicketObj = $args{'TicketObj'}; my @results; $RT::Logger->debug("Queue name is ".$Ticket->QueueObj->Name." Status is ".$Ticket->Status); if ( $TicketObj && $TicketObj->QueueObj->Name =~ m/^()$/ && $TicketObj->Status =~ m/^(resolved)$/) { my $ObjectCFs = RT::ObjectCustomFields->new($RT::SystemUser); $ObjectCFs->LimitToObjectId($TicketObj->QueueObj->Id); $ObjectCFs->LimitToLookupType('RT::Queue-RT::Ticket'); my @CustomFields = $ObjectCFs->CustomFields; foreach my $CustomField (@CustomFields) { next unless ($CustomField->Name =~ m/^(REGULAR EXPR OF YOUR CF)$/); my $Values = $TicketObj->CustomFieldValues( $CustomField->Id ); unless ($Values->Count) { push @results, "Error: Custom Field ".$CustomField->Name." is required. Changing Status of ticket to new"; $TicketObj->SetStatus('new'); last; } } } return @results; } Note: The put the code in modify.html just after pushing the rest of the various results into @results. I put it after this block of code : push @results, @wresults; push @results, @dresults; push @results, @lresults; push @results, @cf_results; When inserting the new function into Web.pm, make sure to update the correct values(ie case as well) of REGULAR EXPR OF YOUR QUEUENAME and REGULAR EXPR OF YOUR CF I know that I have to put in the new function into Web_Local.pm but if I do it doesnt seem to work. May be you can test it out and let me know. Thanks -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Ken Crocker [kfcrocker at lbl.gov] Sent: Thursday, March 19, 2009 12:42 AM To: rt Users Subject: [rt-users] Help with displaying Error message To all, I have a scrip thar re-sets the Ticket Status to "open" when a ticket is resolved and a certain CF has no value. Making the CF Mandatory is not an option as the users do NOT know what to put in it when the ticket is created and we don't want the mandatory setting to stop ticket creation. What I want to do is display a message on the "Modify Ticket" screen when they "resolve" the ticket and the CF has NOT been set. Everything else is working fine. Any help there? 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 Wed Mar 18 16:08:08 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 18 Mar 2009 13:08:08 -0700 Subject: [rt-users] Help with displaying Error message In-Reply-To: References: <49C147AA.50307@lbl.gov> Message-ID: <49C154A8.10701@lbl.gov> Ashish, That's a lot of code to add. I was hoping there was a simple command to use within a scrip that would issue or display an error message. However, I'll look this over and see if I can get it to work. Thanks. Kenn LBNL On 3/18/2009 12:39 PM, Potla, Ashish Bassaliel wrote: > Hi, > I have this set up : > > On local/html/Ticket/Modify.html > > In the INIT Block : > > my %queues_custom = ('' => '1'); > if ($queues_custom{$Ticket->QueueObj->Name}) { > my @custom_results = ProcessCustomRequiredUpdates(TicketObj => $Ticket); > push @results, at custom_results; > } > > On local/lib/RT/Interface/Web.pm I have added : > > sub ProcessCustomRequiredUpdates { > my %args = @_; > my $TicketObj = $args{'TicketObj'}; > my @results; > $RT::Logger->debug("Queue name is ".$Ticket->QueueObj->Name." Status is ".$Ticket->Status); > if ( $TicketObj && $TicketObj->QueueObj->Name =~ m/^()$/ && $TicketObj->Status =~ m/^(resolved)$/) { > > my $ObjectCFs = RT::ObjectCustomFields->new($RT::SystemUser); > $ObjectCFs->LimitToObjectId($TicketObj->QueueObj->Id); > $ObjectCFs->LimitToLookupType('RT::Queue-RT::Ticket'); > > my @CustomFields = $ObjectCFs->CustomFields; > foreach my $CustomField (@CustomFields) { > next unless ($CustomField->Name =~ m/^(REGULAR EXPR OF YOUR CF)$/); > my $Values = $TicketObj->CustomFieldValues( $CustomField->Id ); > unless ($Values->Count) { > push @results, "Error: Custom Field ".$CustomField->Name." is required. Changing Status of ticket to new"; > $TicketObj->SetStatus('new'); > last; > } > } > } > return @results; > } > > Note: The put the code in modify.html just after pushing the rest of the various results into @results. I put it after this block of code : > push @results, @wresults; > push @results, @dresults; > push @results, @lresults; > push @results, @cf_results; > > When inserting the new function into Web.pm, make sure to update the correct values(ie case as well) of REGULAR EXPR OF YOUR QUEUENAME and REGULAR EXPR OF YOUR CF > > I know that I have to put in the new function into Web_Local.pm but if I do it doesnt seem to work. May be you can test it out and let me know. > > Thanks > -Ashish > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Ken Crocker [kfcrocker at lbl.gov] > Sent: Thursday, March 19, 2009 12:42 AM > To: rt Users > Subject: [rt-users] Help with displaying Error message > > To all, > > I have a scrip thar re-sets the Ticket Status to "open" when a > ticket is resolved and a certain CF has no value. Making the CF > Mandatory is not an option as the users do NOT know what to put in it > when the ticket is created and we don't want the mandatory setting to > stop ticket creation. > What I want to do is display a message on the "Modify Ticket" screen > when they "resolve" the ticket and the CF has NOT been set. Everything > else is working fine. Any help there? 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 ghuber at pixel8networks.com Wed Mar 18 22:14:00 2009 From: ghuber at pixel8networks.com (Gregor Huber) Date: Wed, 18 Mar 2009 21:14:00 -0500 Subject: [rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Message-ID: Sorry to bother.? I think this might be user error since I did not see much posted under this subject.? Help would be appreciated. Summary:? Installed RTFM.? I can see RTFM and add articles as privileged user.? An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate. Have RTFM 2.4.1 & RT 3.8.2 Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/plugins/RT-FM/RTFM_Config.pm (did not work) Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/RT_SiteConfig.pm (saw this as possible solution) Put debug line "system echo hello > /tmp/test" into RTFM_Config.pm and verified file was being hit. Added ShowArticle in ?http://rt ->RTFM->Configuration->Global->Group Rights -> Unprivileged -> ShowArticle After each step above I did do the following: Rm -rf /var/www/html/rt3/var/mason_data/* /etc/init.d/httpd restart Thanks! From jnaneshwar.bantanur at kavach.net Thu Mar 19 00:52:20 2009 From: jnaneshwar.bantanur at kavach.net (Jnaneshwar Bantanur) Date: Thu, 19 Mar 2009 10:22:20 +0530 Subject: [rt-users] Getting the following Error on deleting "ObjectCustomFields" table from RT d/b In-Reply-To: <49C0E9C3.10704@kavach.net> References: <49C0E9C3.10704@kavach.net> Message-ID: <49C1CF84.4080403@kavach.net> Hi, Now I am getting the following error After logging into RT Can't call method "Disabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. Thanks and regards Jnani Jnaneshwar Bantanur wrote: > Hello ..After I tried to delete the rough data which I have put Just to > evaluate RT.After Deleting Users,Queues,Groups and Attachments After > Deleting the data from table "ObjectCustomFields".I am getting this > error while starting the RT. > Can't call method "HasRight" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1209. > > I am new to RT and Perl programming environment. > > Thanks and regards > Jnani -------------- next part -------------- A non-text attachment was scrubbed... Name: jnaneshwar_bantanur.vcf Type: text/x-vcard Size: 376 bytes Desc: not available URL: From jnaneshwar.bantanur at kavach.net Thu Mar 19 01:27:18 2009 From: jnaneshwar.bantanur at kavach.net (Jnaneshwar Bantanur) Date: Thu, 19 Mar 2009 10:57:18 +0530 Subject: [rt-users] Getting the following Error on deleting "ObjectCustomFields" table from RT d/b In-Reply-To: <49C1CF84.4080403@kavach.net> References: <49C0E9C3.10704@kavach.net> <49C1CF84.4080403@kavach.net> Message-ID: <49C1D7B6.307@kavach.net> Hi, Any buddy has database backup/How to get backup of database from best practical.Please let me know,so that I will save time of reinstalling/configuring RT. Thanks and regards Jnani Jnaneshwar Bantanur wrote: > Hi, > > Now I am getting the following error After logging into RT > > Can't call method "Disabled" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. > > Thanks and regards > Jnani > > Jnaneshwar Bantanur wrote: >> Hello ..After I tried to delete the rough data which I have put Just to >> evaluate RT.After Deleting Users,Queues,Groups and Attachments After >> Deleting the data from table "ObjectCustomFields".I am getting this >> error while starting the RT. >> Can't call method "HasRight" on an undefined value at >> /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1209. >> >> I am new to RT and Perl programming environment. >> >> Thanks and regards >> Jnani -------------- next part -------------- A non-text attachment was scrubbed... Name: jnaneshwar_bantanur.vcf Type: text/x-vcard Size: 376 bytes Desc: not available URL: From juliano at feq.unicamp.br Thu Mar 19 08:32:24 2009 From: juliano at feq.unicamp.br (Juliano Medeiros Coimbra) Date: Thu, 19 Mar 2009 09:32:24 -0300 Subject: [rt-users] no root/password - first login problem In-Reply-To: <49B7BD15.90901@feq.unicamp.br> References: <49B7BD15.90901@feq.unicamp.br> Message-ID: <49C23B58.9090804@feq.unicamp.br> Hello again. I updated my system, now it's Fedora Core 10, Apache 2 and RT 3.8.2. I tried the root/password in the login page and I still get "wrong user name or password". Here is some issues in the ini command for the database: [root at jjj ~]# /usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rt3 User: rt3 DBA: root Now creating a mysql database rt3 for RT. Done. Now populating database schema. Done. Now inserting database ACLs Granting access to rt3@'localhost' on rt3. Done. Now inserting RT core system objects Done. Now inserting data [Thu Mar 19 11:19:39 2009] [error]: Password needs to be at least 666666 characters long (/usr/lib/perl5/vendor_perl/5.10.0/RT/Handle.pm:796) [Thu Mar 19 11:19:39 2009] [error]: Couldn't get principal for not loaded object (/usr/lib/perl5/vendor_perl/5.10.0/RT/User_Overlay.pm:1154) [Thu Mar 19 11:19:39 2009] [crit]: Can't call method "GrantRight" on an undefined value at /usr/lib/perl5/vendor_perl/5.10.0/RT/Handle.pm line 910. (/usr/lib/perl5/vendor_perl/5.10.0/RT.pm:377) Can't call method "GrantRight" on an undefined value at /usr/lib/perl5/vendor_perl/5.10.0/RT/Handle.pm line 910. Regards, Juliano -------------- next part -------------- A non-text attachment was scrubbed... Name: juliano.vcf Type: text/x-vcard Size: 385 bytes Desc: not available URL: From derek at curis.com Thu Mar 19 09:21:56 2009 From: derek at curis.com (Derek Cunningham) Date: Thu, 19 Mar 2009 09:21:56 -0400 Subject: [rt-users] Email delay on ticket creation - SOLVED In-Reply-To: <49B91FFD.9090108@billmail.scconsult.com> Message-ID: On 3/12/09 10:45 AM, "Bill Cole" wrote: > Derek Cunningham wrote, On 3/12/09 8:30 AM: >> Hi Bill, >> >> I really appreciate your time and helpful answers. They have certainly >> pointed me in the right direction, and I'll update the list when I have it >> solved. >> >> It's been a bit of a challenge to make this run on Mac OS X, all kinds of >> different preinstalled software points to that it 'should' work easily, but >> time and time again I find myself fighting against what should be simple >> config changes that have been harder to solve than I though it should be. > > It is useful to keep in mind that Apple acts strategically, even when it > looks like they are just being sloppy. MacOS X *Server* is a premium-priced > product and has very few truly secret differences from the standard version > of MacOS X that comes with a personal Mac, it is mostly a matter of > configuration; the desktop version of the system is aggressively configured > towards use as a personal computer that is almost exclusively used through > the GUI by one person at a time. The Postfix config is an example of this, > and if you want Postfix on a Mac to behave like a normal server instance of > Postfix, you should either replace it altogether or at least fix the lack of > wakeup settings in master.cf. That may also require you to watch out for > Apple regressing the change in future updates, but it won't break anything > that already works. > >> At least I have some much more focused searches to make about the postfix >> config. I will try changing RT's $MailCommand and $SendmailArguments first >> and see if that makes the difference. > > Well, despite my digression on that option I think that is a second-best > approach. It is something one might try if one does not have administrative > control of the mail subsystem or has some need to keep the no-wakeup model. > The 'sendmailpipe' option for $MailCommand is a much more efficient > approach, and I wouldn't suggest switching to 'sendmail' on a high-volume RT > machine. I'm not even sure that change will solve the queue delay problem > completely. My hypothesis is that it will avoid the problem by serializing > the queueing of messages for multiple recipients so that the Postfix > 'pickup' process can't win a parallel race with a 'sendmail -oi -t' process > that has to parse multiple recipients out of a Bcc header. Sure enough, it was the postfix configuration. Thanks for suggesting it Bill - I just put default Postfix (not Apple) times for wakeup on pickup, qmgr and flush in the master.cf, Apple sets them to "-". I had already enabled pickup, which had things partially working, but missed qmgr and flush. Thanks for the assist! I now happily have RT 3.8.1 running on Mac OS X 10.4 client. In all reality, most services needed to make it all happen were in place, but needed to be activated and slightly reconfigured. None of it was too difficult, but none of it was exactly 'out of the box' either... -Derek From G.Booth at lboro.ac.uk Thu Mar 19 10:41:57 2009 From: G.Booth at lboro.ac.uk (G.Booth) Date: Thu, 19 Mar 2009 14:41:57 +0000 Subject: [rt-users] 3.8.1 Missing tabs and modifying create.html Message-ID: Hi All(first time mailer, please be gentle :-]) Ive upgraded a test box from 3.6.5 to 3.8.1 (running a relatively old kernel for fedora core -?2.6.26.8-57.fc8)?and have hit an odd problem with the menu tabs for Preferences.?All other tabs appear correctly. /User/Prefs.html has <& /Elements/Header, Title=>loc("Preferences") &> <& /User/Elements/Tabs, ?? ?current_tab => 'User/Prefs.html', ?? ?Title=>loc("Preferences") &> the tabs file exists yet is being ignored - this isnt a local version of the Prefs file. Take another eg Tools <& /Elements/Header, Title => loc("Tools") &> <& Elements/Tabs, ?? ?current_tab => "Tools/index.html", ?? ?Title => loc("Tools") &> and all is well the only difference is the line after these <& /Elements/ListMenu, items => $tabs &> Prefs is different <& /Elements/ListActions, actions => \@results &> but Im sure this is a red herring Im logged in as an RT Administrator so Im fairly sure its not a permissions thing and I can modify the path to cause the system to barf if it cant find the tabs file. It just seems to ignore it. My second question is more of a development one regarding Create.html, specifiaclly in Self Service. In order to get the same name everytime through the self service interface I want to modify the requestor field so it doesnt allow change (e.g. is no longer an INPUT box). This way the user is locked and always $session{CurrentUser}->EmailAddress. This is the snip of code Im trying to replace in SelfService/Create.html <&|/l&>Requestors: <& /Elements/EmailInput, Name => 'Requestors', Size => '20', Default => $session{CurrentUser}->EmailAddress &> Closest I ve got is to turn both it and the cc field into unchangable text, but I cant seem to get just the requestor field. Was hoping there was an easy way to do this, preferably without having to drastically modify Create and EmailInput. Like I said any thoughts gratefully received Regards garry -- Dr Garry Booth IT Services Loughborough University From toml at bitstatement.net Thu Mar 19 12:52:44 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 19 Mar 2009 09:52:44 -0700 Subject: [rt-users] Getting the following Error on deleting "ObjectCustomFields" table from RT d/b In-Reply-To: <49C1CF84.4080403@kavach.net> References: <49C0E9C3.10704@kavach.net> <49C1CF84.4080403@kavach.net> Message-ID: <49C2785C.6030902@bitstatement.net> Jnaneshwar Bantanur wrote: >> Hello ..After I tried to delete the rough data which I have put Just to >> evaluate RT.After Deleting Users,Queues,Groups and Attachments After >> Deleting the data from table "ObjectCustomFields".I am getting this Do NOT go into the database and muck around with it by deleting records directly and what not. As you have learned, by doing so you have destroyed the referential integrity of the database. You will need to simply drop the database and recreate it from scratch, as if you were just installing it for the first time. If you want to purge tickets from the database, use the "shredder" in the web interface. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From toml at bitstatement.net Thu Mar 19 13:04:48 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 19 Mar 2009 10:04:48 -0700 Subject: [rt-users] no root/password - first login problem In-Reply-To: <49C23B58.9090804@feq.unicamp.br> References: <49B7BD15.90901@feq.unicamp.br> <49C23B58.9090804@feq.unicamp.br> Message-ID: <49C27B30.8020604@bitstatement.net> Juliano Medeiros Coimbra wrote: > [Thu Mar 19 11:19:39 2009] [error]: Password needs to be at least 666666 > characters long (/usr/lib/perl5/vendor_perl/5.10.0/RT/Handle.pm:796) Password needs to be HOW long?! Have you checked your MinPasswordLength in RT_SiteConfig.pm and/or SiteConfig.pm (if you've been silly enough to edit that)? -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From rudiger.wolf at throughputfocus.com Thu Mar 19 13:45:57 2009 From: rudiger.wolf at throughputfocus.com (=?ISO-8859-1?Q?R=FCdiger=20Wolf?=) Date: Thu, 19 Mar 2009 17:45:57 +0000 Subject: [rt-users] RT to support software development teams when using Agile / SCRUM approaches to planning work Message-ID: <1237484757.27262.1306296303@webmail.messagingengine.com> Hi All I was hoping to get some feedback from users who are using RT to support software development teams when using SCRUM approaches to planning work. We several project teams and keeping people allocated to project for several months at a time. We track work based on several tasks (child) related to single story (Parent). We also track impediments. Use two week long iterations. At the end of iterations there are sometimes several stories and tasks that need to be moved into the next iteration. Stories (and related tasks) need to be moved from a backlog queue to the current iteration. I would like a project team members to look at stories (sorted by priority) and related tasks for the current iteration and take ownership of tasks. Team would like to quickly answer/update tasks in order to provide answers for stand-up questions. What did you do yesterday? what are you doing today? I would like to be able to report on story, task and impediment life-cycles for project and iterations. I see that there is talk of a REST style interface so I assume that one could write script to extract issue data quite quickly. I could then create burn down charts etc. as required from the extracted data. One feature I REALLY like in our current system is the ability to export stories/tasks/impediments to excel. Update values in excel. Next one uploads stories/tasks/impediments back into the tracker via web interface. I see that there is a possibility of creating and updating in bulk via the web interface. Thanks for your comments. Regards Rudi Wolf From hanane.ourdani at gmail.com Thu Mar 19 14:04:57 2009 From: hanane.ourdani at gmail.com (hanane ourdani) Date: Thu, 19 Mar 2009 18:04:57 +0000 Subject: [rt-users] Automatic Ticket Creation based on CustomFields Message-ID: Hi everyone, Please is there a way to generate ticket automaticlly when i chose a value of a custom field in an other ticket. thank you for your help -------------- next part -------------- An HTML attachment was scrubbed... URL: From toml at bitstatement.net Thu Mar 19 14:34:05 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 19 Mar 2009 11:34:05 -0700 Subject: [rt-users] Automatic Ticket Creation based on CustomFields In-Reply-To: References: Message-ID: <49C2901D.6040803@bitstatement.net> hanane ourdani wrote: > Hi everyone, > > Please is there a way to generate ticket automaticlly when i chose a value > of a custom field in an other ticket. You can write a new scrip that happens on condition "On Transaction" and do my $TicketObj = RT::Ticket->new( $session{'CurrentUser'} ); somewhere in the scrip. I don't write many scrips so others can provide more details if you need them. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From kfcrocker at lbl.gov Thu Mar 19 15:10:30 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 19 Mar 2009 12:10:30 -0700 Subject: [rt-users] RT to support software development teams when using Agile / SCRUM approaches to planning work In-Reply-To: <1237484757.27262.1306296303@webmail.messagingengine.com> References: <1237484757.27262.1306296303@webmail.messagingengine.com> Message-ID: <49C298A6.4070706@lbl.gov> Rudiger, I'm not sure what you mean when you refer to "SCRUM". However, we ARE supporting many software applications with technical support teams and Queues oriented for each application/team. We have 1 queue specifically designed to act as the initial request Queue where tickets are reviewed and prioritized, then (if approved) moved to the queue that supports the application the ticket is asking work for. For example, one large support group, Financial, supports all the various software dealing with our financial organizations and they have 12 different queues for that activity. There are, consequently at least 24 different groups, where each queue has a user group that WORKS on the tickets and another that is allowed to CREATE tickets (some that have the same members). Our structure for privileges is rather tight (only a couple for "Priviliged" Users. Mostly Queue-oriented)) that allow for keeping tickets secure (only the OWNER and the Queue Manager can Modify a Ticket) within their queue. We also have a QA Workflow process that ensures our standard for QA Approval is followed before a ticket is allowed to be "QA Approved" and then Resolved (for example, we NEVER allow the ticket owner to QA Approve their own work). A separate user from the QA Approval group are the only ones with privileges to modify the CF that is used to indicate QA Approval. Anyway, that's pretty much a summary of how we do things. If the details of any of this will help you, then I'd be glad to share how we do it. Kenn LBNL On 3/19/2009 10:45 AM, R?diger Wolf wrote: > Hi All > > I was hoping to get some feedback from users who are using RT to support > software development teams when using SCRUM approaches to planning work. > > We several project teams and keeping people allocated to project for > several months at a time. > We track work based on several tasks (child) related to single story > (Parent). > We also track impediments. > Use two week long iterations. At the end of iterations there are > sometimes several stories and tasks that need to be moved into the next > iteration. Stories (and related tasks) need to be moved from a backlog > queue to the current iteration. > > I would like a project team members to look at stories (sorted by > priority) and related tasks for the current iteration and take ownership > of tasks. > Team would like to quickly answer/update tasks in order to provide > answers for stand-up questions. What did you do yesterday? what are you > doing today? > > I would like to be able to report on story, task and impediment > life-cycles for project and iterations. > I see that there is talk of a REST style interface so I assume that one > could write script to extract issue data quite quickly. > I could then create burn down charts etc. as required from the extracted > data. > > One feature I REALLY like in our current system is the ability to export > stories/tasks/impediments to excel. > Update values in excel. > Next one uploads stories/tasks/impediments back into the tracker via web > interface. > I see that there is a possibility of creating and updating in bulk via > the web interface. > > Thanks for your comments. > > Regards > Rudi Wolf > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 toml at bitstatement.net Thu Mar 19 15:38:33 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 19 Mar 2009 12:38:33 -0700 Subject: [rt-users] RT to support software development teams when using Agile / SCRUM approaches to planning work In-Reply-To: <49C298A6.4070706@lbl.gov> References: <1237484757.27262.1306296303@webmail.messagingengine.com> <49C298A6.4070706@lbl.gov> Message-ID: <49C29F39.7040704@bitstatement.net> Ken Crocker wrote: > Rudiger, > > > I'm not sure what you mean when you refer to "SCRUM". http://en.wikipedia.org/wiki/Scrum_(development) P.S. I hate scrum :/ -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From kfcrocker at lbl.gov Thu Mar 19 16:02:43 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 19 Mar 2009 13:02:43 -0700 Subject: [rt-users] RT to support software development teams when using Agile / SCRUM approaches to planning work In-Reply-To: <49C29F39.7040704@bitstatement.net> References: <1237484757.27262.1306296303@webmail.messagingengine.com> <49C298A6.4070706@lbl.gov> <49C29F39.7040704@bitstatement.net> Message-ID: <49C2A4E3.8040202@lbl.gov> Tom, Thanks for the link. After reading the info, I believe that RT could /easily/ be used to promote such a process. Some terms would have to be re-named or their meaning translated, but the overall process design is VERY similar to what we do now in our organization. I have developed quite a bit of documentation (guides, flowcharts, rules, definitions, etc.) that supports our method for getting work done in this manner. SCRUM is a whole new set of terminology, but the process isn't much different than the way I did things 35 years ago in a Forbes 100 company. Interesting how some things just seem to cycle around, but with newer coats of paint. Kenn LBNL On 3/19/2009 12:38 PM, Tom Lahti wrote: > Ken Crocker wrote: > >> Rudiger, >> >> >> I'm not sure what you mean when you refer to "SCRUM". >> > > http://en.wikipedia.org/wiki/Scrum_(development) > > P.S. I hate scrum :/ > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cderr at simons-rock.edu Thu Mar 19 16:15:45 2009 From: cderr at simons-rock.edu (charlie derr) Date: Thu, 19 Mar 2009 16:15:45 -0400 Subject: [rt-users] LDAP integration question Message-ID: <49C2A7F1.2070706@simons-rock.edu> Greetings all, I'm only in the early analysis stage of trying to figure out if RT is a good fit for us. We currently use Trac for our ticketing system, which is workable, but not universally liked (being more of an appropriate solution for an ongoing open-source project than it is for a small college IT helpdesk). Anyhow, I have a test instance of RT+AssetTracker up and running on an old underpowered VM, but I'm definitely only scratching the surface (I have the _RT Essentials_ book but I haven't yet read it all the way through). My question is about how to leverage our LDAP directory in order to allow end-users to create tickets. We have a small enough staff that creating local RT users for our admin personnel is not a problem (I have no requirement to also sync this information from LDAP as it's easily manageable as an independent data silo (living within the RT database backend I presume)). But what is the canonical solution for allowing our users to login to the web interface (using their existing usernames/passwords which we already have set in LDAP (for their email accounts among other uses))? Do I want to be leveraging the HTTP-auth stuff from apache (I believe this is how we solve this issue with Trac currently), or is there a way to have RT directly query a specific PAM layer that's been configured correctly (to back against our LDAP) on the RT server? Or maybe there's a different way to accomplish what I want. I made it into the beginning of the chapter on scrips last night, so I have no doubt that (given more perl coding chops than I currently possess) there are definitely enough tools available to solve this problem, but it seemed worth asking for direction (as I can't imagine I'm the first person to want to do this). thanks so much in advance for any information, ~c From toml at bitstatement.net Thu Mar 19 18:01:20 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 19 Mar 2009 15:01:20 -0700 Subject: [rt-users] XML-RPC to RT Message-ID: <49C2C0B0.8030706@bitstatement.net> I've done something a bit evil, and perhaps a bit useful. Previously on the list someone asked about having a web service to RT, and I pointed out that it already has one (a REST interface). But what if you have an environment where REST access is difficult at best... say, classic ASP or (egads) VB6? Well, I just took the ruby library I have and wrapped every method in a XML-RPC service... and it works. Only took me about an hour. There could just as easily be a wrapper using the json package as well. Of course, its a security nightmare because no encryption in XML-RPC...you'd have to use SSL. And of course, the wisdom of making a web service that accesses another web service... dubious at best. If you're environment is that difficult to work with, switch environments right? ;) I hope I get to release this stuff. I'll include the XML-RPC service in the package if I get to. I actually plan to use this from a classic ASP web site; I really don't want to write a RT::Client::REST equivalent in ASP. The thought makes me nauseous. -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From rudiger.wolf at throughputfocus.com Thu Mar 19 18:07:32 2009 From: rudiger.wolf at throughputfocus.com (=?ISO-8859-1?Q?R=FCdiger=20Wolf?=) Date: Thu, 19 Mar 2009 22:07:32 +0000 Subject: [rt-users] RT to support software development teams when using Agile / SCRUM approaches to planning work In-Reply-To: <49C298A6.4070706@lbl.gov> References: <1237484757.27262.1306296303@webmail.messagingengine.com> <49C298A6.4070706@lbl.gov> Message-ID: <1237500452.8867.1306334261@webmail.messagingengine.com> Ok Thanks for your feedback. Scrum in 5 minutes http://www.softhouse.se/Uploades/Scrum_eng_webb.pdf Based on what you say it seems like the following might work. Each project/team has a BACKLOG QUEUE of stories(requirements). The product owner regularly prioritizes them. During the fortnightly planning meeting the product owner selects some stories from the BACKLOG and moves them to the CURRENT SPRINT QUEUE prioritizing them as he/she does so. Team members select stories from the CURRENT SPRINT QUEUE and add child tasks. When all the tasks are done for a particular story, the story is moved to a REVIEW QUEUE. During the sprint review meeting the product owner reviews the features related to stories in the REVIEW QUEUE and stories are marked as done. Is it possible to roll up child data into a parent? The question might be how many hours of work are remaining for this story? Hours work for a story(parent) = sum of remaining work estimate for all its tasks(child). Is it easy to create child tasks? And navigate through them via the web interface? Thanks Rudiger On Thu, 19 Mar 2009 12:10 -0700, "Ken Crocker" wrote: > Rudiger, > > > I'm not sure what you mean when you refer to "SCRUM". However, we > ARE supporting many software applications with technical support teams > and Queues oriented for each application/team. We have 1 queue > specifically designed to act as the initial request Queue where tickets > are reviewed and prioritized, then (if approved) moved to the queue that > supports the application the ticket is asking work for. For example, one > large support group, Financial, supports all the various software > dealing with our financial organizations and they have 12 different > queues for that activity. There are, consequently at least 24 different > groups, where each queue has a user group that WORKS on the tickets and > another that is allowed to CREATE tickets (some that have the same > members). Our structure for privileges is rather tight (only a couple > for "Priviliged" Users. Mostly Queue-oriented)) that allow for keeping > tickets secure (only the OWNER and the Queue Manager can Modify a > Ticket) within their queue. We also have a QA Workflow process that > ensures our standard for QA Approval is followed before a ticket is > allowed to be "QA Approved" and then Resolved (for example, we NEVER > allow the ticket owner to QA Approve their own work). A separate user > from the QA Approval group are the only ones with privileges to modify > the CF that is used to indicate QA Approval. > Anyway, that's pretty much a summary of how we do things. If the > details of any of this will help you, then I'd be glad to share how we > do it. > > Kenn > LBNL > From daniel.farst at case.edu Thu Mar 19 18:14:02 2009 From: daniel.farst at case.edu (Daniel Farst) Date: Thu, 19 Mar 2009 18:14:02 -0400 Subject: [rt-users] LDAP integration question In-Reply-To: <49C2A7F1.2070706@simons-rock.edu> References: <49C2A7F1.2070706@simons-rock.edu> Message-ID: <1969711089.20090319181402@case.edu> You'll want to look into the ExternalAuth extension for RT (http://wiki.bestpractical.com/view/ExternalAuth). It supports login via LDAP. - D -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University ---------------------------------- Thursday, March 19, 2009, 4:15:45 PM, you wrote: ---------------------------------- > Greetings all, > I'm only in the early analysis stage of trying to figure > out if RT is a good fit for us. We currently use Trac for our ticketing > system, which is workable, but not universally liked (being more of > an appropriate solution for an ongoing open-source project > than it is for a small college IT helpdesk). Anyhow, I have a test > instance of RT+AssetTracker up and running on an old > underpowered VM, but I'm definitely only scratching the surface (I > have the _RT Essentials_ book but I haven't yet read it all the > way through). My question is about how to leverage our LDAP > directory in order to allow end-users to create tickets. We have a > small enough staff that creating local RT users for our admin > personnel is not a problem (I have no requirement to also sync this > information from LDAP as it's easily manageable as an independent > data silo (living within the RT database backend I presume)). > But what is the canonical solution for allowing our users to login > to the web interface (using their existing usernames/passwords > which we already have set in LDAP (for their email accounts among > other uses))? Do I want to be leveraging the HTTP-auth stuff > from apache (I believe this is how we solve this issue with Trac > currently), or is there a way to have RT directly query a > specific PAM layer that's been configured correctly (to back > against our LDAP) on the RT server? Or maybe there's a different way > to accomplish what I want. I made it into the beginning of the > chapter on scrips last night, so I have no doubt that (given more > perl coding chops than I currently possess) there are definitely > enough tools available to solve this problem, but it seemed worth > asking for direction (as I can't imagine I'm the first person to want to do this). > thanks so much in advance for any information, > ~c > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Mar 19 18:26:49 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 19 Mar 2009 18:26:49 -0400 Subject: [rt-users] XML-RPC to RT In-Reply-To: <49C2C0B0.8030706@bitstatement.net> References: <49C2C0B0.8030706@bitstatement.net> Message-ID: <20090319222649.GT13687@bestpractical.com> On Thu, Mar 19, 2009 at 03:01:20PM -0700, Tom Lahti wrote: > I've done something a bit evil, and perhaps a bit useful. > > Previously on the list someone asked about having a web service to RT, and I > pointed out that it already has one (a REST interface). > > But what if you have an environment where REST access is difficult at > best... say, classic ASP or (egads) VB6? > > Well, I just took the ruby library I have and wrapped every method in a > XML-RPC service... and it works. > > I hope I get to release this stuff. I'll include the XML-RPC service in the > package if I get to. Sick. But Awesome. I look forward to seeing this and hope your corporate overlords let you open this up. Jesse From Gary.Greene at minervanetworks.com Thu Mar 19 20:28:57 2009 From: Gary.Greene at minervanetworks.com (Gary Greene) Date: Thu, 19 Mar 2009 17:28:57 -0700 Subject: [rt-users] Odd behaviour with RT::Authen::ExternalAuth... Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B01FC6F34@scmail-00.minervanetworks.com> I'm running into a small issue with RT::Authen::ExternalAuth. The issue I'm having is that when I post a reply to a ticket or attempt to create a new ticket, it punts me to the login screen again. Once I've authenticated again, it completes the task. Thing is, I was already logged into the web UI in the first place. This is with RT version 3.8.1 and RT::Authen::ExternalAuth version 0.08. Any insight to this would be appreciated. Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 From aaron at guise.net.nz Thu Mar 19 22:15:15 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Fri, 20 Mar 2009 15:15:15 +1300 Subject: [rt-users] Have filtered select custom field options Message-ID: Hi All, I just wonder as I have a suggestion from our management whether it is possible to have a custom field which is filtered by aselection made in an earlier select box. For example say: I have one CF which is for Business Area and based on the selection made here a second list will need to have values filtered and specific to the specific business area. Would such a thing be at all possible? *Regards,* *Aaron Guise 027 212 6638 aaron at guise.net.nz * -------------- next part -------------- An HTML attachment was scrubbed... URL: From mr.vandeley at gmail.com Fri Mar 20 07:42:37 2009 From: mr.vandeley at gmail.com (Mr Vandeley) Date: Fri, 20 Mar 2009 08:42:37 -0300 Subject: [rt-users] Fwd: RTFM articles for unprivileged user group In-Reply-To: <1b47fd660903180908w2cb3c20bh7c7566e5c74b4aab@mail.gmail.com> References: <1b47fd660903180908w2cb3c20bh7c7566e5c74b4aab@mail.gmail.com> Message-ID: <87fa72960903200442q4f329f2eg278d6084cb12fd9a@mail.gmail.com> Hi, I'm sorry to bother you but It would be really helpfull to get an answer to my question. Looking on previous list posts it seems that other people couldn't make this work neither. Old posts says that this feature wasn't fully functional. So, please, this should work with just this instructions [1] or there is something else that I should be looking for. Thanks in advance. ---------- Forwarded message ---------- From: Mr.Vandeley Date: Wed, Mar 18, 2009 at 1:08 PM Subject: [rt-users] RTFM articles for unprivileged user group To: RT-Users at lists.bestpractical.com Hi, According to the lib/RT/FM/Introduction.pod [1] I can make articles in RTFM accessible to unprivileged users. Is this correct? I ask this because after granting ShowArticle per class or even globaly, unprivileged users still can't see the search box. Is there any other issue that I might consider other than the "ShowArticle right"? Thanks for your help. [1] SelfService Interface ? ? ? If you grant the Unprivileged user group the right ShowArticle, they will get a Search box at the ? ? ? top of their interface. ?This allows users to look for answer to questions before creating a ? ? ? Ticket. --Mr Vandeley _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 mfinn at nbutexas.com Fri Mar 20 09:40:26 2009 From: mfinn at nbutexas.com (Michael Finn) Date: Fri, 20 Mar 2009 08:40:26 -0500 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: References: <550841.4863.qm@web58705.mail.re1.yahoo.com> Message-ID: FWIW, the problem persists in IE8... Mike > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Michael Finn > Sent: Thursday, March 12, 2009 10:58 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > I can't seem to let this go. Comparing the "Download (untitled)" data > with my signature, I see that they are the same length and shape -- the > same number of characters on each line. That should be a big clue as > to > the truncation problem, as well as the 'random' spaces in the middle of > words -- they correspond to newline positions in my signature. > > Why does this only happen in IE (6/7/?)? Why only when I'm creating a > *new* ticket and not on reply/comment? > > Still investigating... > Mike > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Michael Finn > > Sent: Wednesday, March 11, 2009 8:01 PM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > > > A-ha! That's a reasonable theory... I've got a signature on my > > account; my other users... not so much. ;) > > > > FWIW, I also have the problem occur on IE6. > > > > As you suggested, I removed my signature from my Preferences, and the > > problem went away. Now, how does this help us solve the problem? If > > it were Firefox, I'd use Chris Pederick's wonderful Web Developer > add- > > on (http://chrispederick.com/work/web-developer/) to pick it apart... > > anyone recommend a similar tool for IE7? > > > > Thanks, > > Mike > > > > > -----Original Message----- > > > From: Sean [mailto:stroke_of_death at yahoo.com] > > > Sent: Wednesday, March 11, 2009 5:54 PM > > > To: Alex Young; rt-users at lists.bestpractical.com; Michael Finn > > > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > > > > > > > > I too am seeing this problem. > > > > > > it only happens when: > > > > > > 1. the WYSIWYG editor is being used > > > 2. IE7 is the browser > > > 3. The user has a signature (i.e. RT automatically inserts text) > > > > > > Im wondering if it has to do with the signature column being TEXT > vs. > > > VARCHAR or something along those lines.. > From RobertWalford at compupay.com Fri Mar 20 10:31:21 2009 From: RobertWalford at compupay.com (Robert Walford) Date: Fri, 20 Mar 2009 10:31:21 -0400 Subject: [rt-users] Command By Email and Multi-Value Custom Field Message-ID: <7314881427FC8A4081673E8CEEA792490D693B19@EXMIAMI01.compupay.com> Hi Guys, I am experiencing an issue using CommandByMail and multi-valued custom fields. We running RT 3.8.2. The following fields are one value and works perfectly. cf.{Category}: Telecom - Combobox: Select or enter one value cf.{Origin}: E-mail - Select one value cf.{Severity_Level}: 5 - Select one value But the following fields are multiple values and do not work. cf.{Equipment Impacted}: Router - Select multiple values cf.{Services Impacted}: Internet - Select multiple values Due to the spacing in the field name we have tried with quotations (single/double) and without. Any Thoughts? Regards, Robert Walford Network Administrator -------------- next part -------------- An HTML attachment was scrubbed... URL: From Subbaraman.Venkateswaran at blackrock.com Fri Mar 20 10:42:58 2009 From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman) Date: Fri, 20 Mar 2009 10:42:58 -0400 Subject: [rt-users] Transferring CustomField Values from old to new on all tickets in a queue In-Reply-To: References: Message-ID: We are using RT 3.6.4 and what we are trying to do is to synchronize custom field across all queues and basically have one unique custom field and type. Currently we have some CFs with the same name and different types dupe'ed across all the queues. Is there a way we can script around to move all the values from oldCF to new CF on all tickets in a Queue ? > For e.g.: > CF Name XYZ, Type: Enter multiple values > CF Name XYZ, Type: Text > Move all the values on XYZ(enter multiple values) to the CF XYZ(Text) > on all tickets in a Queue. > > Once this is done we will disconnect the old CF XYZ(Enter multiple > values) from the Queue. > > Thanks for your help > THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. -------------- next part -------------- An HTML attachment was scrubbed... URL: From derek at curis.com Fri Mar 20 10:45:05 2009 From: derek at curis.com (Derek Cunningham) Date: Fri, 20 Mar 2009 10:45:05 -0400 Subject: [rt-users] Email delay on ticket creation - sending to "www" user? In-Reply-To: Message-ID: I thought this was solved, but I was wrong - see below: On 3/11/09 2:02 PM, "Bill Cole" wrote: > > Now the bad case: > >> Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 6D778843F4: uid=70 >> from= >> Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 6D778843F4: >> message-id= >> Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: >> from=, size=998, nrcpt=1 (queue active) >> Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 7C66B843F5: uid=70 >> from= >> Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 7C66B843F5: >> message-id= >> Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: >> from=, size=1232, nrcpt=3 (queue active) >> Mar 10 08:56:51 rt3-curis-com postfix/smtp[234]: 6D778843F4: >> to=, relay=[mailserver].curis.com[10.2.0.20], delay=0, >> status=sent (250 2.0.0 49b66393-000b34c3 Message accepted for delivery) >> Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: >> to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, >> status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) >> Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: >> to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, >> status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) >> Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: >> to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257, >> status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) >> Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: removed >> Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: removed > > Here, 6D778843F4 wakes up Postfix to the presence of 7C66B843F5, whose > message-id and delay value point at it having been submitted 71 minutes > earlier with 2A4DE8438B. > > >> And from /var/log/httpd/error.log > > Which seems to be 4 hours ahead... UTC vs EDT? I wouldn't expect to see that > discrepancy on MacOS X... > >> [Tue Mar 10 11:45:54 2009] [info]: >> #30085/1657 - Scrip 3 On >> Create Autoreply To Requestors >> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) >> [Tue Mar 10 11:45:54 2009] [info]: >> sent To: mborek at curis.com >> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) >> [Tue Mar 10 11:45:54 2009] [info]: >> #30085/1657 - Scrip 4 On >> Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) >> [Tue Mar 10 11:45:54 2009] [info]: >> sent Bcc: dens at curis.com, >> derek at curis.com, rcurran at curis.com >> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) > > And that answers the "why?" question. RT is sending that message with Bcc's > (normal) which resulted in it not being ready for pickup back when > 2A4DE8438B went out. > >> [Tue Mar 10 11:45:54 2009] [info]: Ticket 30085 created in queue >> 'Facilities' by mborek at curis.com >> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) >> [Tue Mar 10 12:56:13 2009] [info]: Successful login for dens from 10.2.2.9 >> (/opt/rt3/share/html/autohandler:273) >> [Tue Mar 10 12:56:51 2009] [info]: >> #30085/1660 - Scrip 2 On >> Owner Change Notify Owner (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) >> [Tue Mar 10 12:56:51 2009] [info]: >> sent To: dens at curis.com >> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) >> >> >> My RT_SiteConfig.PM >> >> Set($rtname, "curis.com"); >> Set($Organization, "curis.com"); >> Set($WebBaseURL, "http://rt3.curis.com"); >> Set($OwnerEmail , 'derek at curis.com'); >> Set($CanonicalizeEmailAddressMatch , '@rt3\.curis\.com$'); >> Set($CanonicalizeEmailAddressReplace , '@curis.com'); >> Set($WebPath, "/rt"); >> Set($CorrespondAddress, 'correspond at curis.com'); >> Set($CommentAddress , 'comment at curis.com'); >> Set($SendmailPath, "/usr/sbin/sendmail"); >> Set($MessageBoxWrap, "SOFT"); >> Set($UseFriendlyToLine, 0); >> Set($NotifyActor, 1); >> Set($MessageBoxRichText, 0); >> Set($SMTPDebug, 1); >> Set($MyTicketsLength, 30); >> Set($DefaultSummaryRows, 30); >> > > You *MIGHT* be able to get better behavior by adjusting the mail parameters > that RT is using. The defaults are reasonable for Real Sendmail and for the > sendmail compatibility interface of Postfix as Postfix is commonly > configured on many Linux and *BSD systems, but it is really not suited for > the modified (and somewhat old) Postfix that Apple ships on MacOS X with a > desktop-oriented configuration. You might find that using 'sendmail' instead > of 'sendmailpipe' for $MailCommand and adjusting $SendmailArguments (no -t) > makes the whole issue vanish. > On 3/19/09 9:21 AM, "Derek Cunningham" wrote: > > > Sure enough, it was the postfix configuration. Thanks for suggesting it > Bill - I just put default Postfix (not Apple) times for wakeup on pickup, > qmgr and flush in the master.cf, Apple sets them to "-". I had already > enabled pickup, which had things partially working, but missed qmgr and > flush. > > -Derek > I figured out that it is trying to send email to the user "www", which is the problem!!! So, where is RT making the decision to add www to the bcc list? rt3:/etc/postfix root# mailq -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- D97C288D82 1416 Fri Mar 20 10:10:14 www derek at curis.com jmui at curis.com rcurran at curis.com -- 1 Kbytes in 1 Request. rt3:/etc/postfix root# sendmail -q rt3:/etc/postfix root# mailq -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- D97C288D82 1416 Fri Mar 20 10:10:14 www derek at curis.com jmui at curis.com rcurran at curis.com -- 1 Kbytes in 1 Request. rt3:/etc/postfix root# From slane at cedvalinfo.com Fri Mar 20 12:23:59 2009 From: slane at cedvalinfo.com (Simon Lane) Date: Fri, 20 Mar 2009 12:23:59 -0400 Subject: [rt-users] How to get tickets with nested SQL select statement In-Reply-To: References: <589c94400903121436n5737f628r73fe7c343a79b439@mail.gmail.com><589c94400903131006y5d8ee4a1q6e6868d933b69545@mail.gmail.com> Message-ID: If anyone is interested, I got this to work, but not by using the SimpleQuery method. For those who need to do other direct queries......this really basic example just builds up a list of tickets and then uses RT:Tickets to actually do stuff with them (not shown). 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()) { if ($ticket_count == 0) { $Query = "id = $ticket_id"; } else { $Query .= " OR id = $ticket_id"; } $ticket_count++; } $cursor->finish; my $sql_query = $Query; my $Tickets = RT::Tickets->new($session{'CurrentUser'}); $Tickets->FromSQL($Query); -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Simon Lane Sent: March 17, 2009 8:59 AM To: Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to get tickets with nested SQL select statement I hope everyone will excuse my ignorance, but I still can't get this to work. I do not seem to get any rows back or, more likely, I am not getting the ticket ID correctly. I reduced the query to a really simple one directly on the tickets table to test: my $sth = $RT::Handle->SimpleQuery( "select id from Tickets where id >= 32394 AND id <= 32396" ); $sth->execute(); my $ticket_id; my @Tickets; my $ticket_count = 0; while ( $ticket_id = $sth->fetch()) ? ? ? ?{ ? ? ? ?$Query = "id = $ticket_id"; ? ? ? ?$Tickets[$ticket_count] = RT::Tickets->new($session{'CurrentUser'}); ? ? ? ?$Tickets[$ticket_count]->FromSQL($Query); ? ? ? ?$ticket_count++; ? ? ? ?} I have looked at a lot of info on SimpleQuery but can only find reference to the methods query and qs..... Again, I really appreciate the help. -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: March 13, 2009 1:07 PM To: Simon Lane Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to get tickets with nested SQL select statement SimpleQuery does binding for you, ->SimpleQuery("... WHERE x = ? ...", $binding, $another_one_binding); So sth you get is ready for fetching. If sth is not true value then it's an error. On Fri, Mar 13, 2009 at 7:52 PM, Simon Lane wrote: > I must be doing something wrong. ?My initial query manually returns: > ? ? ? ?ID > ---------- > ? ? ?4346 > ? ? ?4359 > ? ? ?4486 > ? ? ?4534 > ? ? ?4535 > > ? ? ?4600 > ? ? ?4346 > ? ? ?4359 > ? ? ?4486 > ? ? ?4534 > > > When I run the code as follows, I don't seem to get anything: > > my $sth = $RT::Handle->SimpleQuery( "select t.id from > rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users u,rt.transactions > tr,rt.queues q where t.id=ocf.objectid(+) and (ocf.customfield in (1,11,13) > or ocf.customfield is null) and u.id=tr.creator and q.id=t.queue and > tr.objecttype like '%Ticket' and tr.objectid=t.id and trunc(tr.created) > between to_DAte('01-JUN-2008','dd-mon-yyyy') and > to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0 ?or ocf.disabled > is null) and (ocf.content) in ('Severity 3','Severity 2','Severity > 1','Baseline') and upper(u.name)=upper('root') group by rollup > (trunc(tr.created),(t.id,t.subject))" ); > $sth->execute(); > my $ticket_id; > $sth->bind_columns( undef, \$ticket_id ); > my @Tickets; > my $sql_query; > my $ticket_count = 0; > while ( $sth->fetch()) > ? ? ? ?{ > ? ? ? ?$Query = "id = $ticket_id"; > ? ? ? ?$sql_query = $Query; > ? ? ? ?$Tickets[$ticket_count] = RT::Tickets->new($session{'CurrentUser'}); > ? ? ? ?$Tickets[$ticket_count]->FromSQL($Query); > ? ? ? ?$ticket_count++; > ? ? ? ?} > > Sorry, I realize this might be a bit basic, but I am new and learning this. > Thanks very much. > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: March 12, 2009 5:37 PM > To: Simon Lane > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] How to get tickets with nested SQL select statement > > If you're working on something that's only for you then it's easier to > use $RT::Handle ( in 3.8 it should be written as RT->DatabaseHandle ) > that returns connection to the DB. This object has SimpleQuery method > to execute any SQL. SimpleQuery returns sth (statement handle) > described in `perldoc DBI`. So everything in complex looks like this: > > my $sth = $RT::Handle->SimpleQuery( "any SQL you like" ); > while ( my $row = $sth->fetchrow_hashref ) { > .... here goes custom processing of the results .... > } > > As you can see you don't get objects but pure data structures without > methods, however if you have id of a ticket it's easy to turn it into > ticket object and get access to all methods it has. > > On Thu, Mar 12, 2009 at 10:55 PM, Simon Lane wrote: >> I have an installation of RT (3.6.4) on Oracle and am trying to write a >> report (a modified MyDay report) that displays only those tickets that > have >> been updated by the current user within a given period. ?I can get a list > of >> all tickets that have been modified ?by setting: >> >> >> >> $Query = ?LastUpdated => $olddate AND LastUpdate <= $newdate?; >> >> >> >> (where $olddate and $newdate are variables) and then calling >> >> >> >> my $Tickets = RT::Tickets->new($session{'CurrentUser'}); >> >> $Tickets->FromSQL($Query); >> >> >> >> The trouble I have is that the above returns all of the tickets that have >> been updated within the given period. ?In order to get around this, I have > a >> fairly complex query that will provide me with a list of ticket IDs that >> have been modified by a given user within the specified period: >> >> >> >> select t.id from?? rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users >> u,rt.transactions tr,rt.queues q >> >> where t.id=ocf.objectid(+) >> >> and (ocf.customfield in (1,11,13) or ocf.customfield is null) and >> u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' >> >> and tr.objectid=t.id >> >> and trunc(tr.created) between to_DAte('01-JUN-2008','dd-mon-yyyy') and >> to_date('02-JUN-2008','dd-mon-yyyy') >> >> and (ocf.disabled = 0? or ocf.disabled is null) and (ocf.content) in >> ('Severity 3','Severity 2','Severity 1','Baseline') and >> upper(u.name)=upper('slane at cedvalinfo.com') >> >> group by rollup (trunc(tr.created),(t.id,t.subject)); >> >> >> >> I would have thought that if I just added ?id IN ? to the front of this so >> that, for example: >> >> >> >> $Query = ?id IN (select t.id from rt.objectcustomfieldvalues > ocf,rt.tickets >> t,rt.users u,rt.transactions tr,rt.queues q where t.id=ocf.objectid(+) and >> (ocf.customfield in (1,11,13) or ocf.customfield is null) and >> u.id=tr.creator and q.id=t.queue and tr.objecttype like '%Ticket' and >> tr.objectid=t.id and trunc(tr.created) between >> to_DAte('01-JUN-2008','dd-mon-yyyy') and >> to_date('02-JUN-2008','dd-mon-yyyy') and (ocf.disabled = 0? or > ocf.disabled >> is null) and (ocf.content) in ('Severity 3','Severity 2','Severity >> 1','Baseline') and upper(u.name)=upper('slane at cedvalinfo.com') group by >> rollup (trunc(tr.created),(t.id,t.subject)))"; >> >> my $Tickets = RT::Tickets->new($session{'CurrentUser'}); >> >> $Tickets->FromSQL($Query); >> >> >> >> Unfortunately, this does not return anything (that I can see). >> >> Running this manually with ?Select * from tickets where ..? seems to > work, >> however and I get all the tickets. >> >> What is it that I am missing with RT:Tickets->FromSQL ? >> >> >> >> Any help would be greatly appreciated. >> >> Thanks. >> >> >> >> -- >> >> Simon Lane >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 4257 bytes Desc: not available URL: From jesse at bestpractical.com Fri Mar 20 12:29:35 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 20 Mar 2009 12:29:35 -0400 Subject: [rt-users] RT 4 - status report Message-ID: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> It should come as no suprise to folks that we've been hard at work on what will become RT 4.0. We've been working hard to overhaul the entire codebase. The current version of the web interface is only 10,000 lines of HTML shorter (118kloc down from 128kloc), but the core libraries have shrunk from 68kloc of code to 54kloc. At the same time, we've moved RT from its own homegrown application framework to Jifty, Best Practical's next-generation web application platform. Jifty brings with it all sorts of new features which make it easier to build out web services and web applications with less code and easier support for modern Web 2.0 features. If you download the RT 3.999 development branch today, you'll find a few major new features. The most visible of those is "Status schemas." In RT 4, you can define directed graphs of ticket states and valid transitions between those states. You can associate one or more queue with any status schema. At its simplest, this means that you can now freely add or remove statuses from your RT instance through the web interface. If you want to get a bit fancier, you can specify that "new" tickets can move only to "open" or "rejected" and that "open" tickets can only move to the "testing" or "rejected" states. This makes it easier than ever to adapt RT to your existing process and workflow. Under the hood, we've begun to generalize other parts of RT. While role groups are still limited to "Requestor", "Cc" and "AdminCc", we've mostly completed work that will allow you to define custom role groups. (Exposing that functionality isn't currently slated for RT 4.0) There are a few fairly major projects in progress which we're currently planning for RT 4.0: - Most application configuration will move into the database, making it easier for RT administrators to fully manage RT using the web interface. - TicketSQL has been extended as 'tisql', a new, more powerful query language which will be available internally for all objects in RT, not just tickets. - Scrips are being replaced with a new workflow engine codenamed 'Lorzy'. Lorzy makes it possible to build out much more complex rules than Scrips' simple "If __ Then __" conditionals. Under the hood, Lorzy is a fully sandboxable lisp-like functional minilanguage with named, typed arguments and the ability to detect runaway rules and limit individual rules by actor. In the future, we hope to also expose Lorzy as a user-level scripting engine for RT. - Date and Time rationalization - We've been ripping out RT's old and fairly adhoc implementations of various bits of date and time and replacing them with a shiny, new implementation based around Perl's DateTime suite. There are a dozen other projects we want to undertake - We're going to try to hold out so we have something cool to show for 4.2, 4.4 and beyond. We have a few additional bits of backward-compatibility we want to break before declaring something as a 4.0 "beta" that we'd actually like folks to test in production. We're not there yet. I'll tell you as soon as we get there. 4.0 is a major new release of RT. Like the transition from RT 2.0 to 3.0, 4.0 represents a major break in backwards compatibility with older versions of RT. When you look under the hood in RT 4, you'll see that the entire API has been overhauled to match more common Perl style guidelines. The most obvious change is that the API has been rationalized to lower_case_style from the previous CamelCaseStyle, but there are numerous other changes throughout the product's internals. We've written more RT extensions than anyone out there (as far as I know) and we're very, very aware of just how painful a major API change is. We have the beginnings of tools and guidelines to help you make the transition with as little pain as possible. It should come as no surprise to you that I'm not announcing a release date for RT 4.0.0 today, nor will I be doing so in the immediate future. We have a _long_ way to go before RT 4 will be the recommended version of RT for a production or evaluation deployment. Even once that happens, Rest assured that we'll continue to support RT 3.x for a good long time. Best Practical's business is built on helping our users make good use of RT and our other products -- We're not about to cut off those of you using RT 3 in production. Best, Jesse RT4 Release MicroFAQ ---- Q: How can I help? A: I'm glad you asked. http://wiki.bestpractical.com/view/RT4 has a pointer to the RT4 source code. Check out the source. Then do any of the following: - Clean up code that you think needs cleanup. - Add or improve documentation. Find bugs. - Fix bugs. Mail patches or bug reports to rt4 at bestpractical.com. ---- Q: When will RT 4.0 be released? A: How much money do you have? ---- Q: Why doesn't RT 4.0 have feature XXX? A: Please send patches to rt4 at bestpractical.com. Please send RFPs to sales at bestpractical.com. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From smibs at centrum.cz Fri Mar 20 12:44:34 2009 From: smibs at centrum.cz (=?ISO-8859-2?B?SmFuIFZs6Gluc2v9?=) Date: Fri, 20 Mar 2009 17:44:34 +0100 Subject: [rt-users] Using CLI to modify group rights on a queue - is it possible? Message-ID: <318315f70903200944v4ba18d0an2ae8e8b457646378@mail.gmail.com> Hi I would like to grant group rights on specific queues using CLI to be able to process the task in a batch. Using RT 3.8.2 on MySQL. RT shall categorize communication and tickets for 25 buildings and each has economical and technical part,which shall live separated. * One option was to use custom variable (building reference) with technical and another economical queue, * Another option was to use separated queues, for each building two, one for technical and another for economical tickets. We decided for the other - resulting in 50 queues Then I run into problem, that there are about 24 rights of a group on a queue to assign. Using GUI it is a lot of clicking which might take some time, contain mistakes and can be repeated, if the assignment of rights changes. I tried using CLI. I am able to create a queue, change it (name and basic parameters). However, I did not find, how to grant or revoke rights. Most documentation, book RT Essentials and other sources deal quite well with managing tickets, however, queues are not described (as far as I did my investigation). I am not sure, if CLI allows this or not (and started another approach sending POST requests using my own tool) Thanks for any kind of reactions. Best regards Jan Vl?insk? -- . -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Fri Mar 20 13:25:46 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 20 Mar 2009 10:25:46 -0700 Subject: [rt-users] RT 4 - status report In-Reply-To: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> References: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> Message-ID: <0B0E8AE5-5849-49F1-B815-5C5A2B32D1A7@netconsonance.com> On Mar 20, 2009, at 9:29 AM, Jesse Vincent wrote: > At the same time, we've moved RT from its own homegrown application > framework to Jifty, Best Practical's next-generation web application > platform. Jifty brings with it all sorts of new features which make > it > easier to build out web services and web applications with less code > and > easier support for modern Web 2.0 features. That's good. Would this change improve the ability to run RT in a virtual server environment, instead of having to pretty much commit an entire machine to it? The number of things which "must be done by root" which don't actually need root permissions, and could run under a more limited user is quite large. But they are difficult to overcome with hacking the source due to assumptions built into the code. I've got RT working entirely within a virtual/shared web server environment, but it's a lot of work. And honestly, the "lot of work" has entirely to do with built-in-assumptions rather than actual problems that prevent its implementation that way. I'm trying to figure out how to document all of the work required for this. If I was to grab to 4.0 codebase and start finding and sending patches to prevent these kind of assumptions from being made, it would make me a lot happier. I'm also certain it would broaden the potential userbase and resolve a great many of the questions that come up on this list. Not that OTRS is as good as RT. But you can untar OTRS inside a shared virtual server and have it up and running without ever becoming root in 5 minutes. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From jesse at bestpractical.com Fri Mar 20 13:28:08 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 20 Mar 2009 13:28:08 -0400 Subject: [rt-users] RT 4 - status report In-Reply-To: <0B0E8AE5-5849-49F1-B815-5C5A2B32D1A7@netconsonance.com> References: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> <0B0E8AE5-5849-49F1-B815-5C5A2B32D1A7@netconsonance.com> Message-ID: <20090320172807.GX13687@bestpractical.com> > That's good. Would this change improve the ability to run RT in a > virtual server environment, instead of having to pretty much commit an > entire machine to it? The number of things which "must be done by > root" which don't actually need root permissions, and could run under > a more limited user is quite large. But they are difficult to > overcome with hacking the source due to assumptions built into the code. Such as? I run RT configured "--with-my-user-group" all the time. From jrhett at netconsonance.com Fri Mar 20 14:05:00 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 20 Mar 2009 11:05:00 -0700 Subject: [rt-users] RT 4 - status report In-Reply-To: <20090320172807.GX13687@bestpractical.com> References: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> <0B0E8AE5-5849-49F1-B815-5C5A2B32D1A7@netconsonance.com> <20090320172807.GX13687@bestpractical.com> Message-ID: <5C524DAD-9529-4BDB-8FE0-99296C4F259C@netconsonance.com> On Mar 20, 2009, at 10:28 AM, Jesse Vincent wrote: >> That's good. Would this change improve the ability to run RT in a >> virtual server environment, instead of having to pretty much commit >> an >> entire machine to it? The number of things which "must be done by >> root" which don't actually need root permissions, and could run under >> a more limited user is quite large. But they are difficult to >> overcome with hacking the source due to assumptions built into the >> code. > > Such as? > > I run RT configured "--with-my-user-group" all the time. Such as rt-crontool. I fought through a week of trying to be able to run rt-crontool as any user other than root, and it never succeeded. If the mason-cache stuff was created using a consistent userid then we could run rt-crontool as that user. In a perfect world, I want to install RT as a single user, then run a separate HTTP instance as that same user, so that RT is running within a single user account. I'm mostly there on a dev install, but I've already had to modify far too many files for it to be a simple patch. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From kfcrocker at lbl.gov Fri Mar 20 14:21:18 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 20 Mar 2009 11:21:18 -0700 Subject: [rt-users] Transferring CustomField Values from old to new on all tickets in a queue In-Reply-To: References: Message-ID: <49C3DE9E.5020104@lbl.gov> Subbaraman, Yes. I've been thru this several times. Each time I found a better way to do it. First off, you have to decide what the CF name will be for ALL the queues that will be using it. Secondly, you have to have a consensus on the values you will allow. Third, you create the NEW CF and it's values. Now, if you have a CF that already exists and you want to use it, then you still need to set up all the values. The last step is to APPLY this particular CF to all the queues that will be using it. Once that is done, set up some scripts (NOT scrips) that detail which OLD CF"s should be WHAT VALUE for the NEW CF. Once that is done, you execute each of those scripts for EACH queue by running a query to pull ALL tickets of each queue (1 queue at a time) and use the "bulk update" feature to set the new value for the new CF based on the script/selection criteria for the OLD CF. For example. Let's say I have 3 CF's that are similar. I take CF1 and set up all the values I want it to have. If there are any values I want to get rid of, I add the news ones first, then run a Search/Bulk Update to change the values I want to get rid of to the new values. Select all tickets where CF1 value = "X". Bulk Update the results to be CF1 value = "Y". This would be the basic routine you walk thru for EACH and EVERY value of CF2 and CF3 for Each Queue that uses CF2 and CF3, 1 Queue at a time. That should do it. There are no real shortcuts that I know of for this kind of thing. You COULD use SQL and do this DIRECTLY to the DataBase, but that get REAL messy and I do NOT recommend it. Hope this helps. Kenn LBNL On 3/20/2009 7:42 AM, Venkateswaran, Subbaraman wrote: > > We are using RT 3.6.4 and what we are trying to do is to synchronize > custom field across all queues and basically have one unique custom > field and type. Currently we have some CFs with the same name and > different types dupe'ed across all the queues. Is there a way we can > script around to move all the values from oldCF to new CF on all > tickets in a Queue ? > > For e.g.: > CF Name XYZ, Type: Enter multiple values > CF Name XYZ, Type: Text > Move all the values on XYZ(enter multiple values) to the CF XYZ(Text) > on all tickets in a Queue. > > Once this is done we will disconnect the old CF XYZ(Enter multiple > values) from the Queue. > > Thanks for your help > > > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul_vlaar at isc.org Fri Mar 20 14:27:41 2009 From: paul_vlaar at isc.org (Paul Vlaar) Date: Fri, 20 Mar 2009 19:27:41 +0100 Subject: [rt-users] automatic merging of tickets based on Message-Id and Subject header Message-ID: <49C3E01D.5070701@isc.org> I've done a only minimal google search for this, so feel free to hit me with the clue-bat, but I was wondering if it's possible for RT to automatically merge tickets based on Message-Id. For example when these criteria are met: 1) the In-Reply-To header references the previous message's Message-Id header. The previous message was sent by RT. 2) the subject header in my response to RT is a substring of the subject header of the previous message. Is there a setting to make this sort of behaviour work? Thanks, ~paul From rtusers-20090205 at billmail.scconsult.com Fri Mar 20 14:31:23 2009 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 20 Mar 2009 14:31:23 -0400 Subject: [rt-users] Email delay on ticket creation - sending to "www" user? In-Reply-To: References: Message-ID: <49C3E0FB.5080100@billmail.scconsult.com> Derek Cunningham wrote, On 3/20/09 10:45 AM: > I thought this was solved, but I was wrong - see below: > > On 3/11/09 2:02 PM, "Bill Cole" > wrote: > >> Now the bad case: >> >>> Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 6D778843F4: uid=70 >>> from= >>> Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 6D778843F4: >>> message-id= >>> Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: >>> from=, size=998, nrcpt=1 (queue active) >>> Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 7C66B843F5: uid=70 >>> from= HINT! [big snip] > I figured out that it is trying to send email to the user "www", No, it isn't. > which is > the problem!!! No, it isn't. > So, where is RT making the decision to add www to the bcc > list? It isn't. > rt3:/etc/postfix root# mailq > -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- > D97C288D82 1416 Fri Mar 20 10:10:14 www > derek at curis.com > jmui at curis.com > rcurran at curis.com > > -- 1 Kbytes in 1 Request. > > rt3:/etc/postfix root# sendmail -q > rt3:/etc/postfix root# mailq > -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- > D97C288D82 1416 Fri Mar 20 10:10:14 www > derek at curis.com > jmui at curis.com > rcurran at curis.com > > -- 1 Kbytes in 1 Request. > rt3:/etc/postfix root# Look at the mail log, which should tell you what happened when you ran sendmail -q. Also 'man mailq' or consider what the header on the 4th column in the mailq output might mean about the content of the 4th column. You may want to configure RT so that it uses something other than 'www' but using that address is unlikely to be a cause for slow deliveries. From toml at bitstatement.net Fri Mar 20 15:32:44 2009 From: toml at bitstatement.net (Tom Lahti) Date: Fri, 20 Mar 2009 12:32:44 -0700 Subject: [rt-users] RT 4 - status report In-Reply-To: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> References: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> Message-ID: <49C3EF5C.1020509@bitstatement.net> > At the same time, we've moved RT from its own homegrown application > framework to Jifty, Best Practical's next-generation web application > platform. Jifty brings with it all sorts of new features which make it > easier to build out web services and web applications with less code and > easier support for modern Web 2.0 features. My big question here should be obvious: will RT 4.0 maintain the exact same /REST/1.0/ API as RT 3.x? Secondarily, will it expose additional web services beyond that? /REST/2.0/ perhaps? -- -- ============================ Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ============================ From jpierce at cambridgeenergyalliance.org Fri Mar 20 15:58:12 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 20 Mar 2009 15:58:12 -0400 Subject: [rt-users] automatic merging of tickets based on Message-Id and Subject header In-Reply-To: <49C3E01D.5070701@isc.org> References: <49C3E01D.5070701@isc.org> Message-ID: On Fri, Mar 20, 2009 at 14:27, Paul Vlaar wrote: > I've done a only minimal google search for this, so feel free to hit me > with the clue-bat, but I was wondering if it's possible for RT to > automatically merge tickets based on Message-Id. For example when these > criteria are met: > > ?1) the In-Reply-To header references the previous message's Message-Id > > ? ? header. The previous message was sent by RT. > > ?2) the subject header in my response to RT is a substring of the > ? ? subject header of the previous message. > > Is there a setting to make this sort of behaviour work? Not in core. But it's definitely come up before, and I could have sworn I'd seen and bookmarked something on the wiki for it... However, no luck checking bookmarks or in quick search of wiki or Gossamer threads list archive (generally provides better results since RT is a common substr) -- Cambridge Energy Alliance: Save money. Save the planet. From jesse at bestpractical.com Fri Mar 20 17:46:18 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 20 Mar 2009 17:46:18 -0400 Subject: [rt-users] RT 4 - status report In-Reply-To: <49C3EF5C.1020509@bitstatement.net> References: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> <49C3EF5C.1020509@bitstatement.net> Message-ID: <20090320214618.GY13687@bestpractical.com> On Fri, Mar 20, 2009 at 12:32:44PM -0700, Tom Lahti wrote: > > At the same time, we've moved RT from its own homegrown application > > framework to Jifty, Best Practical's next-generation web application > > platform. Jifty brings with it all sorts of new features which make it > > easier to build out web services and web applications with less code and > > easier support for modern Web 2.0 features. > > My big question here should be obvious: will RT 4.0 maintain the exact same > /REST/1.0/ API as RT 3.x? Yes. And if it doesn't, it's a bug. Once we get to "usable beta" status, please beat hard on it to make sure we cover all your cases. > > Secondarily, will it expose additional web services beyond that? /REST/2.0/ > perhaps? Yes. That's one of the things Jifty gets us 'free'. From ruslan.zakirov at gmail.com Fri Mar 20 16:13:53 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 20 Mar 2009 23:13:53 +0300 Subject: [rt-users] RT 4 - status report In-Reply-To: <5C524DAD-9529-4BDB-8FE0-99296C4F259C@netconsonance.com> References: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> <0B0E8AE5-5849-49F1-B815-5C5A2B32D1A7@netconsonance.com> <20090320172807.GX13687@bestpractical.com> <5C524DAD-9529-4BDB-8FE0-99296C4F259C@netconsonance.com> Message-ID: <589c94400903201313j43797f4dj72e57f90cf60bbf1@mail.gmail.com> On Fri, Mar 20, 2009 at 9:05 PM, Jo Rhett wrote: > On Mar 20, 2009, at 10:28 AM, Jesse Vincent wrote: >>> That's good. ?Would this change improve the ability to run RT in a >>> virtual server environment, instead of having to pretty much commit >>> an >>> entire machine to it? ? The number of things which "must be done by >>> root" which don't actually need root permissions, and could run under >>> a more limited user is quite large. ?But they are difficult to >>> overcome with hacking the source due to assumptions built into the >>> code. >> >> Such as? >> >> I run RT configured "--with-my-user-group" all the time. > > > Such as rt-crontool. ? I fought through a week of trying to be able to > run rt-crontool as any user other than root, and it never succeeded. > If the mason-cache stuff was created using a consistent userid then we > could run rt-crontool as that user. If your crontool fails to write into file log then it's your mistake. File log is not designed to be used in production, use syslog and/or screen logging. crontool doesn't use mason cache, but dashboards mailer can and it has been fixed in 3.8.HEAD and the fix will be available in 3.8.3. > > In a perfect world, I want to install RT as a single user, then run a > separate HTTP instance as that same user, so that RT is running within > a single user account. ?I'm mostly there on a dev install, but I've > already had to modify far too many files for it to be a simple patch. As jesse suggested you can use --with-my-user-group option to do this. developers use it successfully for ages :) > > -- > 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 kfcrocker at lbl.gov Fri Mar 20 18:46:24 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 20 Mar 2009 15:46:24 -0700 Subject: [rt-users] RT to support software development teams when using Agile / SCRUM approaches to planning work In-Reply-To: <1237500452.8867.1306334261@webmail.messagingengine.com> References: <1237484757.27262.1306296303@webmail.messagingengine.com> <49C298A6.4070706@lbl.gov> <1237500452.8867.1306334261@webmail.messagingengine.com> Message-ID: <49C41CC0.2030708@lbl.gov> Rudiger, Sorry for the delay. I've been up to my *&^%$% in alligators so I've been delayed in draining the swamp. What you state IS workable. We do not move the finished "Stories" to a review queue, we just added a Ticket Status" of QA testing. We run our queries accordingly and review the "QA" results of the stories in that status. The answer to your question as to navigating to/from child tickets in the Web is YES. However, I think that the 3.8.2 makes it MUCH easier to create them. The rolling up of child data (like time) into the parent is something you could do, but you would have to create your own cron job to do that. I haven't seen anything like that in delivered RT. Hope this helps. Kenn LBNL On 3/19/2009 3:07 PM, R?diger Wolf wrote: > Ok Thanks for your feedback. > > Scrum in 5 minutes > http://www.softhouse.se/Uploades/Scrum_eng_webb.pdf > > Based on what you say it seems like the following might work. > > Each project/team has a BACKLOG QUEUE of stories(requirements). The > product owner regularly prioritizes them. > During the fortnightly planning meeting the product owner selects some > stories from the BACKLOG and moves them to the CURRENT SPRINT QUEUE > prioritizing them as he/she does so. > Team members select stories from the CURRENT SPRINT QUEUE and add child > tasks. > When all the tasks are done for a particular story, the story is moved > to a REVIEW QUEUE. > During the sprint review meeting the product owner reviews the features > related to stories in the REVIEW QUEUE and stories are marked as done. > > Is it possible to roll up child data into a parent? > The question might be how many hours of work are remaining for this > story? > Hours work for a story(parent) = sum of remaining work estimate for all > its tasks(child). > > Is it easy to create child tasks? And navigate through them via the web > interface? > > Thanks > Rudiger > > > On Thu, 19 Mar 2009 12:10 -0700, "Ken Crocker" > wrote: > >> Rudiger, >> >> >> I'm not sure what you mean when you refer to "SCRUM". However, we >> ARE supporting many software applications with technical support teams >> and Queues oriented for each application/team. We have 1 queue >> specifically designed to act as the initial request Queue where tickets >> are reviewed and prioritized, then (if approved) moved to the queue that >> supports the application the ticket is asking work for. For example, one >> large support group, Financial, supports all the various software >> dealing with our financial organizations and they have 12 different >> queues for that activity. There are, consequently at least 24 different >> groups, where each queue has a user group that WORKS on the tickets and >> another that is allowed to CREATE tickets (some that have the same >> members). Our structure for privileges is rather tight (only a couple >> for "Priviliged" Users. Mostly Queue-oriented)) that allow for keeping >> tickets secure (only the OWNER and the Queue Manager can Modify a >> Ticket) within their queue. We also have a QA Workflow process that >> ensures our standard for QA Approval is followed before a ticket is >> allowed to be "QA Approved" and then Resolved (for example, we NEVER >> allow the ticket owner to QA Approve their own work). A separate user >> from the QA Approval group are the only ones with privileges to modify >> the CF that is used to indicate QA Approval. >> Anyway, that's pretty much a summary of how we do things. If the >> details of any of this will help you, then I'd be glad to share how we >> do it. >> >> Kenn >> LBNL >> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ghuber at pixel8networks.com Fri Mar 20 18:38:29 2009 From: ghuber at pixel8networks.com (Gregor Huber) Date: Fri, 20 Mar 2009 17:38:29 -0500 Subject: [rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Message-ID: Hello All, Has anyone any experience on this? Please help if possible :-) -----Original Message----- From: Gregor Huber Sent: Wednesday, March 18, 2009 7:14 PM To: 'RT-Users at lists.bestpractical.com' Subject: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Sorry to bother.? I think this might be user error since I did not see much posted under this subject.? Help would be appreciated. Summary:? Installed RTFM.? I can see RTFM and add articles as privileged user.? An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate. Have RTFM 2.4.1 & RT 3.8.2 Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/plugins/RT-FM/RTFM_Config.pm (did not work) Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/RT_SiteConfig.pm (saw this as possible solution) Put debug line "system echo hello > /tmp/test" into RTFM_Config.pm and verified file was being hit. Added ShowArticle in ?http://rt ->RTFM->Configuration->Global->Group Rights -> Unprivileged -> ShowArticle After each step above I did do the following: Rm -rf /var/www/html/rt3/var/mason_data/* /etc/init.d/httpd restart Thanks! From epeterson at edc.org Sat Mar 21 10:20:26 2009 From: epeterson at edc.org (Erik Peterson) Date: Sat, 21 Mar 2009 10:20:26 -0400 Subject: [rt-users] Problem with Bulk Update set owner Message-ID: I recently upgraded to 3.8.2 and have noticed a problem that I?m fairly certain worked when I was on 3.6.6. When trying to bulk update a set of tickets, setting the owner always returns ?Ticket ###: That user does not exist?. I can set the owners on the tickets individually, both in basic, people, and jumbo, but not when trying to change multiple tickets at once. Other bulk updates do work on the same tickets (setting priority, status, adding comments, etc.) Just not the owner change. If anyone can point me in the right direction where bulk update handles it?s code, I?d be glad to look. And if anyone else has this issue, I?d love to know that too. Thanks, Erik -------------- next part -------------- An HTML attachment was scrubbed... URL: From smibs at centrum.cz Sat Mar 21 19:46:12 2009 From: smibs at centrum.cz (=?ISO-8859-2?B?SmFuIFZs6Gluc2v9?=) Date: Sun, 22 Mar 2009 00:46:12 +0100 Subject: [rt-users] Procmail does not recognize existing queue name and does not allow to create a new ticket by e-mail Message-ID: <318315f70903211646s38f8e42aldec6aa6d3ec81b44@mail.gmail.com> Hi RT 3.8.2 on MySQL In some queues I am able to reply by e-mail, create ticket via web form, however, creation of ticket by sending e-mail fails with reply "No permission to create tickets in the queue 'default' " Log file shows this [Sat Mar 21 19:44:11 2009] [debug]: Mail from user #376 (smibs at centrum.cz) (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:75) [Sat Mar 21 19:44:11 2009] [crit]: No permission to create tickets in the queue 'default' (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Sat Mar 21 19:44:11 2009] [error]: Could not record email: Ticket creation failed: No permission to create tickets in the queue 'default' (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) Creation of ticket by e-mail works only on some (maybe one) old queue, which did not change a name. It seems, like procmail does not recognize existence of specific queue, or does not find enough rights for creating a ticket there and tries to create it in the queue default. Situation seems quite similar to Fixing RT users described in http://vdt.cs.wisc.edu/internal/rt-user-fixes.html (however, I did not investigate database data yet). In my rt.log there are strange entries like: [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) Today I was doing a lot of work with RT 1. creating many new queues (there were 25, now there are 50) 2. resetting group rights on the queues 3. reorganizing groups (for each type of queue I keep one group of requesters and one group of solvers) For manipulating queue names and group rights in queue I used JMeter to simulate HTTP POST. Resulting responses did not show any problems. I am thinking of cleaning the whole database (not in production yet), but I am afraid, I run into the same problem soon. At this moment I am not able to create a new queue, which allows me to create ticket directly there by e.mail. I tried to simplify situation, granted queue rights directly to a user, no help. Any Idea what to do? Jan Vlcinsky -- . -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Sun Mar 22 19:43:54 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sun, 22 Mar 2009 19:43:54 -0400 Subject: [rt-users] Using default scrip actions to create a "tee" for transactions In-Reply-To: References: Message-ID: On Fri, Oct 17, 2008 at 17:50, Jerrad Pierce wrote: > Anyone know an easy way to get ahold of the code for default scrip actions? > > I'm trying to create a script like "OnCreate Notify AdminCCs" that includes > attachments (I've set the default to include links with an updated version > of > ?http://wiki.bestpractical.com/view/AddAttachmentLinksToMail) and sends > the transaction to a specific address not otherwise assoicated with any > group > or role, for backup purposes. > > I would consider trying to somehow have this account added as a watcher for > everything in the system, but that doesn't solve the problem that only it > should > get attachments. Just as a follow-up for anyone interested, I eventually got around to solving this with a simple global scrip, On Transaction Tee Action for Backup, which sends a message via the following template: RT-Attach-Message: yes Subject: {$Ticket->Subject} To: rt-backup at example.org This captures most things, including attachments (which we do not clog admincc mailboxes with), but not custom fields... a problem which I'll try to tackle sometime. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Sun Mar 22 19:46:03 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sun, 22 Mar 2009 19:46:03 -0400 Subject: [rt-users] automatic merging of tickets based on Message-Id and Subject header In-Reply-To: References: <49C3E01D.5070701@isc.org> Message-ID: Found the thread while going through my TODO list: "Making RT 3.8.1 grok References: and In-Reply-To:" http://www.gossamer-threads.com/lists/rt/users/79844 -- Cambridge Energy Alliance: Save money. Save the planet. From jrhett at netconsonance.com Mon Mar 23 01:33:41 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Sun, 22 Mar 2009 22:33:41 -0700 Subject: [rt-users] RT 4 - status report In-Reply-To: <589c94400903201313j43797f4dj72e57f90cf60bbf1@mail.gmail.com> References: <20090320162935.GB2021@68-246-0-153.pools.spcsdns.net> <0B0E8AE5-5849-49F1-B815-5C5A2B32D1A7@netconsonance.com> <20090320172807.GX13687@bestpractical.com> <5C524DAD-9529-4BDB-8FE0-99296C4F259C@netconsonance.com> <589c94400903201313j43797f4dj72e57f90cf60bbf1@mail.gmail.com> Message-ID: On Mar 20, 2009, at 1:13 PM, Ruslan Zakirov wrote: > If your crontool fails to write into file log then it's your mistake. > File log is not designed to be used in production, use syslog and/or > screen logging. I never said file log. That was easy to solve. I can set rights on a file log. The mason cache privileges get reset on every creation. > crontool doesn't use mason cache, but dashboards mailer can and it has > been fixed in 3.8.HEAD and the fix will be available in 3.8.3. Awesome to hear. >> In a perfect world, I want to install RT as a single user, then run a >> separate HTTP instance as that same user, so that RT is running >> within >> a single user account. I'm mostly there on a dev install, but I've >> already had to modify far too many files for it to be a simple patch. > As jesse suggested you can use --with-my-user-group option to do this. > developers use it successfully for ages :) Okay, if the official answer is that "this should work" then I'll file bugs against each thing that doesn't work. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From JoopvandeWege at mococo.nl Mon Mar 23 03:06:39 2009 From: JoopvandeWege at mococo.nl (Joop) Date: Mon, 23 Mar 2009 08:06:39 +0100 Subject: [rt-users] Using CLI to modify group rights on a queue - is it possible? In-Reply-To: <318315f70903200944v4ba18d0an2ae8e8b457646378@mail.gmail.com> References: <318315f70903200944v4ba18d0an2ae8e8b457646378@mail.gmail.com> Message-ID: <49C734FF.3080604@mococo.nl> Jan Vl?insk? wrote: > > Hi > I would like to grant group rights on specific queues using CLI to be > able to process the task in a batch. > > Using RT 3.8.2 on MySQL. > RT shall categorize communication and tickets for 25 buildings and > each has economical and technical part,which shall live separated. > * One option was to use custom variable (building reference) with > technical and another economical queue, > * Another option was to use separated queues, for each building two, > one for technical and another for economical tickets. > > We decided for the other - resulting in 50 queues > > Then I run into problem, that there are about 24 rights of a group on > a queue to assign. Using GUI it is a lot of clicking which might take > some time, contain mistakes and can be repeated, if the assignment of > rights changes. > > I tried using CLI. I am able to create a queue, change it (name and > basic parameters). > > However, I did not find, how to grant or revoke rights. > I have two scripts exactly for this purpose. The first removes each and every right from queues, groups and globally and then the second sets a program defined set of rights on queue, groups and globally. I was going to post this to the wiki once I was finished testing and ran it through our production db of RT but something bigger and more important came in the way. If I have some time today or tomorrow I'll, try, to post a first draft to the wiki on how to use it. Most is probably self explanatory. Greetings, Joop From gordon at cryologic.com Mon Mar 23 03:10:30 2009 From: gordon at cryologic.com (gordon at cryologic.com) Date: Mon, 23 Mar 2009 18:10:30 +1100 Subject: [rt-users] Is it possible to rename the rt database? Message-ID: <49C735E6.3000101@cryologic.com> We currently have two instances of rt-3.6 (production and testing) running on the same pc. One is handled by mod_perl and the other by FastCGI. This has worked fine with separately created databases. Recently I made a copy of my production database and renamed it from rt3 to rt3-eval. This rt3-eval database mostly works with my test rt3 except that a lot of links (MyTickets on RT at a glance etc) all point back to my production site. If I manually enter the correct test web address the tickets display correctly. I have cleared the mason cache and restarted the webserver. Is the web path stored in the database? Is there any way to correctly rename a database? thanks Gordon From rart at cs.st-andrews.ac.uk Mon Mar 23 08:17:32 2009 From: rart at cs.st-andrews.ac.uk (Rchard Arkner) Date: Mon, 23 Mar 2009 12:17:32 +0000 Subject: [rt-users] Mailgate creates duplicate users Message-ID: <136E8800-1F21-4399-9A96-4A5D4A288861@cs.st-andrews.ac.uk> Fellows- I'm setting up my main RT instance, with web interface, on a CentOS host. Another CentOS host provides our mail service so I have installed mailgate on it. A third host provides external authentication on Active Directory. Most things are working but when I send an email through mailgate to RT, RT creates a new user account for it. It uses the name "monitor". This may be connected with a CentOS user account of that name, though I don't know why it should be. I would like RT to realise that the email was sent by a user who already has an RT user account, and to use that account for the ticket. If the user does not already have an account, RT should check with the external authentication server, and import information in the same way as if the user had logged in on the web interface. I'm not sure yet what I want to happen if the user does not exist on the authentication server or in RT - I don't really want lots of anonymous accounts! But that's a separate issue. the rea problem is getting RT to recognise users who DO have accounts, either internally or externally. I've had a search through the wiki and RT_Config.pm but I don't see anything that quite does this. Any suggestions where I should be looking? And a minor question: after I have finished experimenting, can I just wipe the slate clean by dropping the database and re-initializing it? Richard Arkner rart at cs.st-andrews.ac.uk From ruslan.zakirov at gmail.com Mon Mar 23 09:42:00 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 23 Mar 2009 16:42:00 +0300 Subject: [rt-users] Is it possible to rename the rt database? In-Reply-To: <49C735E6.3000101@cryologic.com> References: <49C735E6.3000101@cryologic.com> Message-ID: <589c94400903230642s7e1e20bub6e00066da70beb3@mail.gmail.com> I think your problem is not a DB, but RT's config file. you should adjust Web* options. Also, make sure test server connects to test (rt3-eval) DB, check Database* options. On Mon, Mar 23, 2009 at 10:10 AM, wrote: > We currently have two instances of rt-3.6 (production and testing) > running on the same pc. One is handled by mod_perl and the other by > FastCGI. This has worked fine with separately created databases. > > Recently I made a copy of my production database and renamed it from rt3 > to rt3-eval. This rt3-eval database mostly works with my test rt3 except > that a lot of links (MyTickets on RT at a glance etc) all point back to > my production site. If I manually enter the correct test web address the > tickets display correctly. I have cleared the mason cache and restarted > the webserver. > > Is the web path stored in the database? Is there any way to correctly > rename a database? > > thanks > Gordon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 TSwart at christa.com Mon Mar 23 11:13:52 2009 From: TSwart at christa.com (Swart, Tom) Date: Mon, 23 Mar 2009 11:13:52 -0400 Subject: [rt-users] no root/password - first login problem Message-ID: I have Ubuntu 8.10 with Request Tracker 3.6. I have installed it with no errors. When I login with root and the password set in the RT-Site_Config.pm. I receive the error "Your username or password is incorrect." I have verified that I am typing it correctly and that it is correct in the config file. Thanks in advance for any help. -Thanks Tom Swart Christa Construction, LLC. O- 585-545-6562 -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Mon Mar 23 11:19:32 2009 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 23 Mar 2009 11:19:32 -0400 Subject: [rt-users] no root/password - first login problem In-Reply-To: References: Message-ID: <49C7A884.4040507@ucrwcu.rwc.uc.edu> That is the database password, not RT's. IIRC the root password for the WebUI is password by default. Swart, Tom wrote: > > I have Ubuntu 8.10 with Request Tracker 3.6. I have installed it with > no errors. When I login with root and the password set in the > RT-Site_Config.pm. I receive the error ?Your username or password is > incorrect.? I have verified that I am typing it correctly and that it > is correct in the config file. Thanks in advance for any help. > > -Thanks > > Tom Swart > > Christa Construction, LLC. > > O- 585-545-6562 > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From jpierce at cambridgeenergyalliance.org Mon Mar 23 12:43:20 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 23 Mar 2009 12:43:20 -0400 Subject: [rt-users] [Rt-devel] Altering a new ticket's subject In-Reply-To: References: <20090323141206.GJ13687@bestpractical.com> <20090323161007.GK460@72-59-207-226.pools.spcsdns.net> Message-ID: Returning conversation to list... >>> I'm basically trying to tag ticket subjects (on creation) with pieces >>> of information related to the ticket requester. >>> >>> So if a ticket comes in from person X (identified by their email >>> address), I can tag the subject >>> line with a few tidbits of information about them. >> Right... Any reason you can't just insert a new header with your info? >> Any semi-decent MUA will still allow you to search and filter on them. > (I think) ultimately, the subject line changes are intended to make > the ticket listings in RT a little more helpful. > > The actual email side of things isn't so important. I see. Our solution is to direct most users to a web form, and use REST to submit the ticket. The submitting code then prepends the user's real name and address to the subject. Of course, it sounds like you want to do this with mail messages. If all else fails, you could do it via cron :-P -- Cambridge Energy Alliance: Save money. Save the planet. From hanane.ourdani at gmail.com Mon Mar 23 12:51:17 2009 From: hanane.ourdani at gmail.com (hanane ourdani) Date: Mon, 23 Mar 2009 16:51:17 +0000 Subject: [rt-users] CreateChildTicket Message-ID: Hi all, Our need is to create a ticket automatically when you click on a button on RT. I found in the wiki CreateChildTicket, my question is: Can we transmit the values of Custom Fields of a ticket in the child relies on this feature? and how can we do this? thank you, -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Mar 23 12:59:47 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 23 Mar 2009 09:59:47 -0700 Subject: [rt-users] Problem with Bulk Update set owner In-Reply-To: References: Message-ID: <49C7C003.7070006@lbl.gov> Eric, I can't see all the tickets your trying to update, but if you try to change the owner on 15 tickets and one of them already has an owner, that might be a problem. Another question would be are they all in the same queue. A ticket in a different queue will have different group rights set and the person you want to be owner may not have that right for some other queue. Without more specific on group/queue rights and owner names, that's about all I can think of. Hope it helps. Kenn LBNL On 3/21/2009 7:20 AM, Erik Peterson wrote: > I recently upgraded to 3.8.2 and have noticed a problem that I'm > fairly certain worked when I was on 3.6.6. When trying to bulk update > a set of tickets, setting the owner always returns "Ticket ###: That > user does not exist". I can set the owners on the tickets > individually, both in basic, people, and jumbo, but not when trying to > change multiple tickets at once. > > Other bulk updates do work on the same tickets (setting priority, > status, adding comments, etc.) Just not the owner change. > > If anyone can point me in the right direction where bulk update > handles it's code, I'd be glad to look. And if anyone else has this > issue, I'd love to know that too. > > Thanks, > Erik > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From smibs at centrum.cz Mon Mar 23 15:18:25 2009 From: smibs at centrum.cz (=?ISO-8859-2?B?SmFuIFZs6Gluc2v9?=) Date: Mon, 23 Mar 2009 20:18:25 +0100 Subject: [rt-users] Procmail does not recognize existing queue name and does not allow to create a new ticket by e-mail In-Reply-To: <318315f70903211646s38f8e42aldec6aa6d3ec81b44@mail.gmail.com> References: <318315f70903211646s38f8e42aldec6aa6d3ec81b44@mail.gmail.com> Message-ID: <318315f70903231218t65159f93odab71ed7c97cff7@mail.gmail.com> Problem probably resolved (I will run the test tomorrow) My RT administrator reminded me, that adding or renaming queue correspondence address requires change or creation of those addresses in qmail, we use. So the reason was (probably) missing e-mail account in the receiving mail server, which passed unrecognized e-mail to default account processed by default queue. I will confirm that tomorrow. Jan Vlcinsky 2009/3/22 Jan Vl?insk? > Hi > RT 3.8.2 on MySQL > In some queues I am able to reply by e-mail, create ticket via web form, > however, creation of ticket by sending e-mail fails with reply "No > permission to create tickets in the queue 'default' " > > Log file shows this > [Sat Mar 21 19:44:11 2009] [debug]: Mail from user #376 (smibs at centrum.cz) > (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:75) > [Sat Mar 21 19:44:11 2009] [crit]: No permission to create tickets in the > queue 'default' (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) > [Sat Mar 21 19:44:11 2009] [error]: Could not record email: Ticket creation > failed: No permission to create tickets in the queue 'default' > (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) > > Creation of ticket by e-mail works only on some (maybe one) old queue, > which did not change a name. > > It seems, like procmail does not recognize existence of specific queue, or > does not find enough rights for creating a ticket there and tries to create > it in the queue default. > > Situation seems quite similar to Fixing RT users described in > http://vdt.cs.wisc.edu/internal/rt-user-fixes.html (however, I did not > investigate database data yet). > > In my rt.log there are strange entries like: > > [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created > without a CurrentUser. Any RT object which is subclass of RT::Base must be > created with a RT::CurrentUser or a RT::User object as the first argument. > (/opt/rt3/bin/../lib/RT/Base.pm:108) > [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created > without a CurrentUser. Any RT object which is subclass of RT::Base must be > created with a RT::CurrentUser or a RT::User object as the first argument. > (/opt/rt3/bin/../lib/RT/Base.pm:108) > [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created > without a CurrentUser. Any RT object which is subclass of RT::Base must be > created with a RT::CurrentUser or a RT::User object as the first argument. > (/opt/rt3/bin/../lib/RT/Base.pm:108) > [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created > without a CurrentUser. Any RT object which is subclass of RT::Base must be > created with a RT::CurrentUser or a RT::User object as the first argument. > (/opt/rt3/bin/../lib/RT/Base.pm:108) > [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created > without a CurrentUser. Any RT object which is subclass of RT::Base must be > created with a RT::CurrentUser or a RT::User object as the first argument. > (/opt/rt3/bin/../lib/RT/Base.pm:108) > [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created > without a CurrentUser. Any RT object which is subclass of RT::Base must be > created with a RT::CurrentUser or a RT::User object as the first argument. > (/opt/rt3/bin/../lib/RT/Base.pm:108) > > Today I was doing a lot of work with RT > > > 1. creating many new queues (there were 25, now there are 50) > 2. resetting group rights on the queues > 3. reorganizing groups (for each type of queue I keep one group of > requesters and one group of solvers) > > For manipulating queue names and group rights in queue I used JMeter to > simulate HTTP POST. Resulting responses did not show any problems. > > I am thinking of cleaning the whole database (not in production yet), but I > am afraid, I run into the same problem soon. > > At this moment I am not able to create a new queue, which allows me to > create ticket directly there by e.mail. I tried to simplify situation, > granted queue rights directly to a user, no help. > > Any Idea what to do? > > > Jan Vlcinsky > -- > . > > -- . -------------- next part -------------- An HTML attachment was scrubbed... URL: From slackamp at gmail.com Mon Mar 23 15:51:15 2009 From: slackamp at gmail.com (slamp slamp) Date: Mon, 23 Mar 2009 15:51:15 -0400 Subject: [rt-users] TransactionObj OldValue is not working for me Message-ID: <78926d250903231251q7e25253ame7544617dcec630@mail.gmail.com> I have the following in my resolve scrip that I borrowed from the site. I added the $self->TransactionObj->OldValue ne "autoclose" portion but it does not seem to be working. Can anyone help? Basically I don't want to get this notification if the status old value was set to autoclose. Condition: User defined Action: Notify Ccs and Requestors Template: Global resolved Custom condition: my $result = undef; if ($self->TransactionObj->Type eq "Status" && $self->TransactionObj->OldValue ne "autoclose" && $self->TransactionObj->NewValue eq "resolved") { my $trans_list = $self->TicketObj->Transactions; my $trans; my $num_resolved = 0; while ($trans = $trans_list->Next) { $num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) && ($trans->Type eq "Status") && ($trans->NewValue eq "resolved"); } $result = ($num_resolved <= 1); } return($result); From TSwart at christa.com Mon Mar 23 16:00:19 2009 From: TSwart at christa.com (Swart, Tom) Date: Mon, 23 Mar 2009 16:00:19 -0400 Subject: [rt-users] Creating Tickets from Emails Message-ID: I have setup RT 3.6 on Ubuntu 8.10 and I am able to access the web interface. I'm trying to setup the ability to email RT to create a ticket. I have the aliases created for the queues. I was wondering how to configure RT to pull the emails for a exchange 2003 server? -------------- next part -------------- An HTML attachment was scrubbed... URL: From shakerramses at hotmail.com Mon Mar 23 16:06:43 2009 From: shakerramses at hotmail.com (shaker Khzym) Date: Mon, 23 Mar 2009 20:06:43 +0000 Subject: [rt-users] can the customField help me to get this design In-Reply-To: References: <39e80a220903230935l86e37d6s10decca35dbc673c@mail.gmail.com> <04F770AE4B9BEC4FBDF9C306CFF44F277550536634@schmoozecom1.schmooze.schmoozecom.com> Message-ID: Dear All, I need to make this design when I fill a new Ticket . Example: Hardware Tests: Memory : ................................ Video : ................................ Sound : ................................ I would prefer to use radio buttons (check box's) If the customField can do that , if yes , could you tell me how. If the customeField can't do that , could you give me some idea Best wishes, Shaekir, _________________________________________________________________ Chat with the whole group, and bring everyone together. http://go.microsoft.com/?linkid=9650735 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at illinois.edu Mon Mar 23 16:21:11 2009 From: jarends at illinois.edu (John Arends) Date: Mon, 23 Mar 2009 15:21:11 -0500 Subject: [rt-users] RTFM Topics Message-ID: <49C7EF37.9000401@illinois.edu> I'm testing RTFM right now. I have two classes defined as part of my test. One class has two topics defined, the other class has no topics defined. For some reason when viewing an article in the class with no topics, it looks like I am able to assign the two topics from the other class. Might I have something configured wrong? Or am I confused? I do not have any global topics defined. From falcone at bestpractical.com Mon Mar 23 16:27:26 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 23 Mar 2009 16:27:26 -0400 Subject: [rt-users] Fwd: RTFM articles for unprivileged user group In-Reply-To: <87fa72960903200442q4f329f2eg278d6084cb12fd9a@mail.gmail.com> References: <1b47fd660903180908w2cb3c20bh7c7566e5c74b4aab@mail.gmail.com> <87fa72960903200442q4f329f2eg278d6084cb12fd9a@mail.gmail.com> Message-ID: <93115CAD-EB58-4DDA-A8CD-3C6514EB066B@bestpractical.com> On Mar 20, 2009, at 7:42 AM, Mr Vandeley wrote: > I'm sorry to bother you but It would be really helpfull to get an > answer to my question. Looking on previous list posts it seems that > other people couldn't make this work neither. Old posts says that > this feature wasn't fully functional. > So, please, this should work with just this instructions [1] or there > is something else that I should be looking for. You should be looking for the release of RTFM2.4.2 and RT3.8.3 -kevin > > > ---------- Forwarded message ---------- > From: Mr.Vandeley > Date: Wed, Mar 18, 2009 at 1:08 PM > Subject: [rt-users] RTFM articles for unprivileged user group > To: RT-Users at lists.bestpractical.com > > > Hi, > > According to the lib/RT/FM/Introduction.pod [1] I can make articles in > RTFM accessible to unprivileged users. > Is this correct? > > I ask this because after granting ShowArticle per class or even > globaly, unprivileged users still can't see the search box. Is there > any other issue that I might consider other than the "ShowArticle > right"? > > Thanks for your help. > > [1] > SelfService Interface > > If you grant the Unprivileged user group the right ShowArticle, > they will get a Search box at the > top of their interface. This allows users to look for answer > to questions before creating a > Ticket. > > > --Mr Vandeley > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Mar 23 16:34:02 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 23 Mar 2009 16:34:02 -0400 Subject: [rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal In-Reply-To: References: Message-ID: On Mar 20, 2009, at 6:38 PM, Gregor Huber wrote: > Hello All, > Has anyone any experience on this? Please help if possible :-) > > -----Original Message----- > From: Gregor Huber > Sent: Wednesday, March 18, 2009 7:14 PM > To: 'RT-Users at lists.bestpractical.com' > Subject: RTFM_TicketCreate unprivileged users cannot see Articles in > RT self help portal > > Sorry to bother. I think this might be user error since I did not > see much posted under this subject. Help would be appreciated. > > Summary: Installed RTFM. I can see RTFM and add articles as > privileged user. An unprivileged user cannot see RTFM articles > after enabling RTFM_TicketCreate. Seeing articles during ticket creation/reply is only supported in the full RT interface (privileged users) not the Self Service interface (unprivileged). I'd probably take a patch for this, but i'd have to think about it a bit more. > Have RTFM 2.4.1 & RT 3.8.2 > Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/ > plugins/RT-FM/RTFM_Config.pm (did not work) > Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/ > RT_SiteConfig.pm (saw this as possible solution) Hopefully that was $RTFM_TicketCreate -kevin > > Put debug line "system echo hello > /tmp/test" into RTFM_Config.pm > and verified file was being hit. > Added ShowArticle in http://rt ->RTFM->Configuration->Global->Group > Rights -> Unprivileged -> ShowArticle > > > After each step above I did do the following: > Rm -rf /var/www/html/rt3/var/mason_data/* > /etc/init.d/httpd restart > > Thanks! > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jarends at illinois.edu Mon Mar 23 17:14:53 2009 From: jarends at illinois.edu (John Arends) Date: Mon, 23 Mar 2009 16:14:53 -0500 Subject: [rt-users] Creating Tickets from Emails In-Reply-To: References: Message-ID: <49C7FBCD.1090709@illinois.edu> Swart, Tom wrote: > > I have setup RT 3.6 on Ubuntu 8.10 and I am able to access the web > interface. I?m trying to setup the ability to email RT to create a > ticket. I have the aliases created for the queues. I was wondering how > to configure RT to pull the emails for a exchange 2003 server? > The easiest thing is to set up an alias on your exchange server that sends mail to your RT server. helpdesk at my.org -> helpdesk at rt.my.org Or just train your users to email helpdesk at rt.my.org From lahollande at gmail.com Mon Mar 23 17:24:26 2009 From: lahollande at gmail.com (holland holland) Date: Mon, 23 Mar 2009 22:24:26 +0100 Subject: [rt-users] Allow only a specific user to see a Callback Message-ID: <1707049b0903231424xb2eb732lbe14c6932a3d1090@mail.gmail.com> Dear all, I would like only a specific user, e.g 'John' to see a callback. Currently I only see methods based on user rights, like: <%INIT> if ($session{'CurrentUser'}->UserObj->HasRight( Right => 'AdminUsers', Object => $RT::System, )) { $toptabs->{'My Callback'} = { title =>loc("My Callback"), path => "MyCallbacks/1/index.html" }; } <%args> $toptabs =>undef I want only 'John' to see this callback, not everybody that has 'AdminUsers' right. Your help is much appreciated! Cheers, merou From kfcrocker at lbl.gov Mon Mar 23 18:04:39 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 23 Mar 2009 15:04:39 -0700 Subject: [rt-users] TransactionObj OldValue is not working for me In-Reply-To: <78926d250903231251q7e25253ame7544617dcec630@mail.gmail.com> References: <78926d250903231251q7e25253ame7544617dcec630@mail.gmail.com> Message-ID: <49C80777.3050109@lbl.gov> Slamp, I don't think that the "autoclose" value has anything to do with a status change. If you are looking for a transaction with "Type" = "Status", then the only values that will work would be the actual status values that are available. I'm thinking you need to re-evaluate the condition part of that scrip. What is it you want to do? Kenn LBNL On 3/23/2009 12:51 PM, slamp slamp wrote: > I have the following in my resolve scrip that I borrowed from the > site. I added the $self->TransactionObj->OldValue ne "autoclose" > portion but it does not seem to be working. Can anyone help? Basically > I don't want to get this notification if the status old value was set > to autoclose. > > Condition: User defined > Action: Notify Ccs and Requestors > Template: Global resolved > > Custom condition: > > my $result = undef; > > if ($self->TransactionObj->Type eq "Status" && > $self->TransactionObj->OldValue ne "autoclose" && > $self->TransactionObj->NewValue eq "resolved") > { > my $trans_list = $self->TicketObj->Transactions; > my $trans; > my $num_resolved = 0; > > while ($trans = $trans_list->Next) > { > $num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) && > ($trans->Type eq "Status") && > ($trans->NewValue eq "resolved"); > } > $result = ($num_resolved <= 1); > } > > return($result); > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From lahollande at gmail.com Mon Mar 23 18:45:03 2009 From: lahollande at gmail.com (holland holland) Date: Mon, 23 Mar 2009 23:45:03 +0100 Subject: [rt-users] Allow only a specific user to see a Callback Message-ID: <1707049b0903231545x23a62aa4u556530b8c2545fe7@mail.gmail.com> Dear all, I would like only a specific user, e.g 'John' to see a callback. Currently I only see methods based on user rights, like: <%INIT> if ($session{'CurrentUser'}->UserObj->HasRight( Right => 'AdminUsers', Object => $RT::System, )) { $toptabs->{'My Callback'} = { title =>loc("My Callback"), path => "MyCallbacks/1/index.html" }; } <%args> $toptabs =>undef I want only 'John' to see this callback, not everybody that has 'AdminUsers' right. Your help is much appreciated! Cheers, merou From toml at bitstatement.net Mon Mar 23 19:24:28 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 23 Mar 2009 16:24:28 -0700 Subject: [rt-users] Allow only a specific user to see a Callback In-Reply-To: <1707049b0903231545x23a62aa4u556530b8c2545fe7@mail.gmail.com> References: <1707049b0903231545x23a62aa4u556530b8c2545fe7@mail.gmail.com> Message-ID: <49C81A2C.5090308@bitstatement.net> I'm no RT API expert, but I think from a best practices standpoint you really ought to create a new group for the purpose, make 'John' a member of that group, and then have the scrip allow the callback based on membership in that group. holland holland wrote: > Dear all, > > I would like only a specific user, e.g 'John' to see a callback. > > Currently I only see methods based on user rights, like: > > <%INIT> > if ($session{'CurrentUser'}->UserObj->HasRight( > Right => 'AdminUsers', > Object => $RT::System, > )) { > $toptabs->{'My Callback'} = { title =>loc("My Callback"), > path => "MyCallbacks/1/index.html" }; > } > > <%args> > $toptabs =>undef > > > > I want only 'John' to see this callback, not everybody that has > 'AdminUsers' right. > > > Your help is much appreciated! > > Cheers, > merou > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ghuber at pixel8networks.com Mon Mar 23 19:31:23 2009 From: ghuber at pixel8networks.com (Gregor Huber) Date: Mon, 23 Mar 2009 18:31:23 -0500 Subject: [rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Message-ID: Looks like we have two unanswered posts on this same topic. Is anyone integrating RTFM and RT for external facing consumption in the self help portal? Am I going to have to get off my RT platform? Please say no. Mayday Mayday Mayday... Can someone point me in the right direction if possible? I've already read the manual :-) -----Original Message----- From: Gregor Huber Sent: Friday, March 20, 2009 3:38 PM To: 'rt-users at lists.bestpractical.com' Subject: RE: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Hello All, Has anyone any experience on this? Please help if possible :-) -----Original Message----- From: Gregor Huber Sent: Wednesday, March 18, 2009 7:14 PM To: 'RT-Users at lists.bestpractical.com' Subject: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Sorry to bother.? I think this might be user error since I did not see much posted under this subject.? Help would be appreciated. Summary:? Installed RTFM.? I can see RTFM and add articles as privileged user.? An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate. Have RTFM 2.4.1 & RT 3.8.2 Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/plugins/RT-FM/RTFM_Config.pm (did not work) Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/RT_SiteConfig.pm (saw this as possible solution) Put debug line "system echo hello > /tmp/test" into RTFM_Config.pm and verified file was being hit. Added ShowArticle in ?http://rt ->RTFM->Configuration->Global->Group Rights -> Unprivileged -> ShowArticle After each step above I did do the following: Rm -rf /var/www/html/rt3/var/mason_data/* /etc/init.d/httpd restart Thanks! From gordon at cryologic.com Mon Mar 23 20:00:59 2009 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 24 Mar 2009 11:00:59 +1100 Subject: [rt-users] Is it possible to rename the rt database? In-Reply-To: <589c94400903230642s7e1e20bub6e00066da70beb3@mail.gmail.com> References: <49C735E6.3000101@cryologic.com> <589c94400903230642s7e1e20bub6e00066da70beb3@mail.gmail.com> Message-ID: <49C822BB.8040608@cryologic.com> My RT_SiteConfig.pm has remained unchanged for the rt-eval site and points to the correct web location (/rt-eval). All of my saved searches (copied from production to eval) point to the wrong web location. What I have noticed is that if I look at my Saved Searches in the Advanced Editor the bottom section displays: href="/rt/Ticket/Display.html instead of href="/rt-eval/Ticket/Display.html Is this href value stored as part of the saved search in the database? Gordon Ruslan Zakirov wrote: > I think your problem is not a DB, but RT's config file. you should > adjust Web* options. Also, make sure test server connects to test > (rt3-eval) DB, check Database* options. From ghuber at pixel8networks.com Mon Mar 23 19:31:23 2009 From: ghuber at pixel8networks.com (Gregor Huber) Date: Mon, 23 Mar 2009 18:31:23 -0500 Subject: [rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Message-ID: Looks like we have two unanswered posts on this same topic. Is anyone integrating RTFM and RT for external facing consumption in the self help portal? Am I going to have to get off my RT platform? Please say no. Mayday Mayday Mayday... Can someone point me in the right direction if possible? I've already read the manual :-) -----Original Message----- From: Gregor Huber Sent: Friday, March 20, 2009 3:38 PM To: 'rt-users at lists.bestpractical.com' Subject: RE: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Hello All, Has anyone any experience on this? Please help if possible :-) -----Original Message----- From: Gregor Huber Sent: Wednesday, March 18, 2009 7:14 PM To: 'RT-Users at lists.bestpractical.com' Subject: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Sorry to bother.? I think this might be user error since I did not see much posted under this subject.? Help would be appreciated. Summary:? Installed RTFM.? I can see RTFM and add articles as privileged user.? An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate. Have RTFM 2.4.1 & RT 3.8.2 Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/plugins/RT-FM/RTFM_Config.pm (did not work) Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/RT_SiteConfig.pm (saw this as possible solution) Put debug line "system echo hello > /tmp/test" into RTFM_Config.pm and verified file was being hit. Added ShowArticle in ?http://rt ->RTFM->Configuration->Global->Group Rights -> Unprivileged -> ShowArticle After each step above I did do the following: Rm -rf /var/www/html/rt3/var/mason_data/* /etc/init.d/httpd restart Thanks! From mr.vandeley at gmail.com Mon Mar 23 21:35:37 2009 From: mr.vandeley at gmail.com (Mr.Vandeley) Date: Tue, 24 Mar 2009 01:35:37 +0000 Subject: [rt-users] Fwd: RTFM articles for unprivileged user group In-Reply-To: <93115CAD-EB58-4DDA-A8CD-3C6514EB066B@bestpractical.com> References: <1b47fd660903180908w2cb3c20bh7c7566e5c74b4aab@mail.gmail.com> <87fa72960903200442q4f329f2eg278d6084cb12fd9a@mail.gmail.com> <93115CAD-EB58-4DDA-A8CD-3C6514EB066B@bestpractical.com> Message-ID: <1b47fd660903231835i575c69d5o98c7451124a3ab2e@mail.gmail.com> On Mon, Mar 23, 2009 at 8:27 PM, Kevin Falcone wrote: > > On Mar 20, 2009, at 7:42 AM, Mr Vandeley wrote: > >> I'm sorry to bother you but It would be really helpfull to get an >> answer to my question. Looking on previous list posts it seems that >> other people couldn't ?make this work neither. ?Old posts says that >> this feature wasn't fully functional. >> So, please, this should work with just this instructions [1] or there >> is something else that I should be looking for. > > You should be looking for the release of RTFM2.4.2 and RT3.8.3 > > -kevin Thanks Kevin for your kind answer, but [1] is there since version RTFM 2.4.1. Recently I've updated RT from 3.8.1 to 3.8.2 and still articles in RTFM are inaccessible to unprivileged users. So, you are saying that although manual says it should be working since previous versions I have to update them? There isn't any other point besides software version that I should look for? Regards, From mr.vandeley at gmail.com Mon Mar 23 21:37:26 2009 From: mr.vandeley at gmail.com (Mr.Vandeley) Date: Tue, 24 Mar 2009 01:37:26 +0000 Subject: [rt-users] RTFM Topics In-Reply-To: <49C7EF37.9000401@illinois.edu> References: <49C7EF37.9000401@illinois.edu> Message-ID: <1b47fd660903231837w3b76cbc8t25524929d6e07973@mail.gmail.com> On Mon, Mar 23, 2009 at 8:21 PM, John Arends wrote: > I'm testing RTFM right now. I have two classes defined as part of my > test. One class has two topics defined, the other class has no topics > defined. > > For some reason when viewing an article in the class with no topics, it > looks like I am able to assign the two topics from the other class. > > Might I have something configured wrong? Or am I confused? I do not have > any global topics defined. John, for what I know, topics are independent from classes. So you can define atopic as part of two different classes. >From lib/RT/FM/Introduction.pod: Articles can belong to both global and class-specific Topics cheers, From slackamp at gmail.com Mon Mar 23 21:56:08 2009 From: slackamp at gmail.com (slamp slamp) Date: Mon, 23 Mar 2009 21:56:08 -0400 Subject: [rt-users] TransactionObj OldValue is not working for me In-Reply-To: <49C80777.3050109@lbl.gov> References: <78926d250903231251q7e25253ame7544617dcec630@mail.gmail.com> <49C80777.3050109@lbl.gov> Message-ID: <78926d250903231856n44b0599ek4be04b1064f02d91@mail.gmail.com> Actually I have defined autoclose as a Status which coincides with a cron script that closes tickets with status autoclose. I have a resolve scrip notification which is defined in my previous e-mail. I do not want the notification to go out if the previous status was "autoclose". On Mon, Mar 23, 2009 at 6:04 PM, Ken Crocker wrote: > Slamp, > > > ? I don't think that the "autoclose" value has anything to do with a status > change. If you are looking for a transaction with "Type" = "Status", then > the only values that will work would be the actual status values that are > available. I'm thinking you need to re-evaluate the condition part of that > scrip. What is it you want to do? > > > Kenn > LBNL > > On 3/23/2009 12:51 PM, slamp slamp wrote: >> >> I have the following in my resolve scrip that I borrowed from the >> site. I added the $self->TransactionObj->OldValue ne "autoclose" >> portion but it does not seem to be working. Can anyone help? Basically >> I don't want to get this notification if the status old value was set >> to autoclose. >> >> Condition: User defined >> Action: Notify Ccs and Requestors >> Template: Global resolved >> >> Custom condition: >> >> my $result = undef; >> >> if ($self->TransactionObj->Type eq "Status" && >> ? ?$self->TransactionObj->OldValue ne "autoclose" && >> ? ?$self->TransactionObj->NewValue eq "resolved") >> { >> ? ?my $trans_list = $self->TicketObj->Transactions; >> ? ?my $trans; >> ? ?my $num_resolved = 0; >> >> ? ?while ($trans = $trans_list->Next) >> ? ?{ >> ? ? ? ?$num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) && >> ? ? ? ? ? ? ? ? ? ? ? ? ? ($trans->Type eq "Status") && >> ? ? ? ? ? ? ? ? ? ? ? ? ? ($trans->NewValue eq "resolved"); >> ? ?} >> ? ?$result = ($num_resolved <= 1); >> } >> >> return($result); >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> >> > > From stephen.a.cochran.lists at cahir.net Mon Mar 23 22:41:45 2009 From: stephen.a.cochran.lists at cahir.net (Stephen Cochran) Date: Mon, 23 Mar 2009 22:41:45 -0400 Subject: [rt-users] Setting Custom Field Value during Reply or Commnet Message-ID: <35ccbd010903231941l655c2682x5bcb61e9f2d5fb90@mail.gmail.com> Possible I missed this in the archive, but wasn't sure what to search on. Running 3.8.1. We have a custom field "Category". I just noticed that when replying or commenting and setting a value for that custom field, the value doesn't seem to be saved. Can anyone confirm that? I don't believe I've customized the Update.html file so would be interested to know if this is a real bug or our install. Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From tnuro at yahoo.com.au Tue Mar 24 00:41:36 2009 From: tnuro at yahoo.com.au (TN) Date: Tue, 24 Mar 2009 15:41:36 +1100 Subject: [rt-users] bizarre logouts with mysql on top level links Message-ID: <49C86480.5090604@yahoo.com.au> Hi all, I have installed rt3.8.2 from debian sid, and it works fine using sqlite. However when I configure it with mysql, I have random logouts occurring. I login as root. If I then just keep clicking along the LHS links (Home/Simple Search/Tickets/Tools/Config etc etc) then anywhere from 2 or more clicks the system will revert straight back to the login screen as if I had been logged out. If I instead just keep clicking the same menu item over & over, it never logs out. Also, if I go into the 'Configuration' level of the menu, and then start randomly clicking in that level of the menu (Users/Groups/Queues etc) then I can click forever and the system never logs out. If I then go back to clicking the 'top' level menu again, it will log out after some more clicks. If I then go back to sqlite, and do the same tests, everything is fine in sqlite. This seems to be only an issues with mysql. I can't see any hints in syslog or apache logs or the mysql logs. Any ideas ? ps. i configured rt3.8.2 to work with mysql by the following method since there seems to be a configuration bug in the 'schema' action in rt-setup-database which results in an error claiming that the Attachments table already exists (as if the script is trying to execute twice?). rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root --prompt-for-dba-password --action create mysql -u root -p rt3 < /usr/share/request-tracker3.8/etc/schema.mysql rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root --prompt-for-dba-password --action acl rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root --prompt-for-dba-password --action coredata rt-setup-database --datafile /usr/share/request-tracker3.8/etc/initialdata --dba root --prompt-for-dba-password --action insert All these perform without error, and a check of the db shows everything is fine. Send instant messages to your online friends http://au.messenger.yahoo.com From jrhett at netconsonance.com Tue Mar 24 02:26:36 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 23 Mar 2009 23:26:36 -0700 Subject: [rt-users] Fwd: RTFM articles for unprivileged user group In-Reply-To: <93115CAD-EB58-4DDA-A8CD-3C6514EB066B@bestpractical.com> References: <1b47fd660903180908w2cb3c20bh7c7566e5c74b4aab@mail.gmail.com> <87fa72960903200442q4f329f2eg278d6084cb12fd9a@mail.gmail.com> <93115CAD-EB58-4DDA-A8CD-3C6514EB066B@bestpractical.com> Message-ID: <5B42CCF6-6F57-4B74-A7F3-19700EEF113C@netconsonance.com> On Mar 23, 2009, at 1:27 PM, Kevin Falcone wrote: > You should be looking for the release of RTFM2.4.2 and RT3.8.3 With the obvious understanding of "when it is done", do you have any idea when you think this might occur? I'm asking because I was about to start on RTFM integration, but I'll probably wait if the next update is coming out fairly soon. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From petedole at gmail.com Tue Mar 24 04:16:27 2009 From: petedole at gmail.com (Peter Dole) Date: Tue, 24 Mar 2009 10:16:27 +0200 Subject: [rt-users] Using RT in a large organization (thousands of users) Message-ID: Hi, In the BestPractical web site, RT is described as "RT is a ticketing system for small- to medium-sized organizations". I'm working on a helpdesk ticketing / workflow solution for a large organization - thousands of users, some of them are technical, most of them are your average PC user (not IT people). Using a home-grown system today, which needs to die (not scaleable, horrible usability, etc). There will be a team of people handling the tickets, dispatching engineering change requests, etc. My questions are: 1. What are the main limitations of RT (features / functionality) that make it unfit for large organizations? (don't want to hit a brick wall in a few weeks). 2. Can some people share their experience in large organizations of this scale? (what worked, was there custom development required, etc). 3. Am I better off looking at a commercial system like Remedy / Peregrine (for our organization size), due to potential cost of custom development integrating RT? Thanks, Pete Dole -------------- next part -------------- An HTML attachment was scrubbed... URL: From tut at nhamon.com.ua Tue Mar 24 05:16:20 2009 From: tut at nhamon.com.ua (Artem Naluzhnyy) Date: Tue, 24 Mar 2009 11:16:20 +0200 Subject: [rt-users] ResolvedRelative in search queries Message-ID: <65dfa4fc0903240216r61a8890cxce37935fff17f284@mail.gmail.com> Hi, Any idea how to use ResolvedRelative or something like "Resolved > NOW() - INTERVAL 7 DAYS" in searches? The goal is to create a saved search to find all tickets resolved within the last 7 days. I guess callbacks may help but need an example. -- Artem Naluzhnyy From jrhett at netconsonance.com Tue Mar 24 05:24:22 2009 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 24 Mar 2009 02:24:22 -0700 Subject: [rt-users] ResolvedRelative in search queries In-Reply-To: <65dfa4fc0903240216r61a8890cxce37935fff17f284@mail.gmail.com> References: <65dfa4fc0903240216r61a8890cxce37935fff17f284@mail.gmail.com> Message-ID: On Mar 24, 2009, at 2:16 AM, Artem Naluzhnyy wrote: > Any idea how to use ResolvedRelative or something like "Resolved > > NOW() - INTERVAL 7 DAYS" in searches? Resolved > -7 days The "now" is implied. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness From c_apotla at qualcomm.com Tue Mar 24 06:11:55 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 24 Mar 2009 03:11:55 -0700 Subject: [rt-users] Allow only a specific user to see a Callback In-Reply-To: <49C81A2C.5090308@bitstatement.net> References: <1707049b0903231545x23a62aa4u556530b8c2545fe7@mail.gmail.com>, <49C81A2C.5090308@bitstatement.net> Message-ID: I think you can also get the current user`s obj and get his name like : $session{'CurrentUser'}->UserObj->Name and put in a condition to see if its John or not. Based on this condition you should call the callback. But going into the future if you want to add more users this functionality, it makes sense to create a new group. Then you should put in a condition to see iif the current user is a part of this new group. -Ashish ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Lahti [toml at bitstatement.net] Sent: Tuesday, March 24, 2009 4:54 AM To: holland holland Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Allow only a specific user to see a Callback I'm no RT API expert, but I think from a best practices standpoint you really ought to create a new group for the purpose, make 'John' a member of that group, and then have the scrip allow the callback based on membership in that group. holland holland wrote: > Dear all, > > I would like only a specific user, e.g 'John' to see a callback. > > Currently I only see methods based on user rights, like: > > <%INIT> > if ($session{'CurrentUser'}->UserObj->HasRight( > Right => 'AdminUsers', > Object => $RT::System, > )) { > $toptabs->{'My Callback'} = { title =>loc("My Callback"), > path => "MyCallbacks/1/index.html" }; > } > > <%args> > $toptabs =>undef > > > > I want only 'John' to see this callback, not everybody that has > 'AdminUsers' right. > > > Your help is much appreciated! > > Cheers, > merou > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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/ -- ============================ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 jul-rt at julbox.net Tue Mar 24 06:17:27 2009 From: jul-rt at julbox.net (jul) Date: Tue, 24 Mar 2009 11:17:27 +0100 (CET) Subject: [rt-users] Howto trouble shoot installed Plugins that are not activated? Message-ID: <41302.213.41.242.148.1237889847.squirrel@squirrel.est-unique.net> Hello, I have : - installed a RT with a makedeps, fixdeps... - used the regulat /opt/rt3 directory for rt - taken the regular 3.8.2 from bestpratical - installed Plugins with CPAN with $RTHOME=/opt/rt3 - Plugins are presents - Set(@Plugins, qw(RT::Extension::QueueWizard RTx::Calendar RTx::EmailCompletion RT::Extension::Timeline)); - if I make a typo it complains Plugins are not there and ask me to check the execution path (it means they are there) But still none of the plugins works (meaning my RT is behaving the same without plugins altering its appearance or behaviour), and it puzzles me. PLugins are installed (it seems) but not functionning. Is there a checklist, a troubleshooting method a list of point I could read ? Is rt3.8.2 allergic to Plugins ? Friendly -- Julien Tayon // digital craftsman // making things simpler (when possible) Got Mole problems? Call Avogadro at 6.02 x 10^23. From c_apotla at qualcomm.com Tue Mar 24 06:35:36 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 24 Mar 2009 03:35:36 -0700 Subject: [rt-users] Allow only a specific user to see a Callback In-Reply-To: <1707049b0903240325i5c63b9c3gb07606bdca177b26@mail.gmail.com> References: <1707049b0903231545x23a62aa4u556530b8c2545fe7@mail.gmail.com> <49C81A2C.5090308@bitstatement.net> , <1707049b0903240325i5c63b9c3gb07606bdca177b26@mail.gmail.com> Message-ID: Try this in your condition and let me know : if ($group->HasMemberRecursively($session{'CurrentUser'}->PrincipalObj)) { -Ashish ________________________________________ From: holland holland [lahollande at gmail.com] Sent: Tuesday, March 24, 2009 3:55 PM To: Potla, Ashish Bassaliel Subject: Re: [rt-users] Allow only a specific user to see a Callback Thanks Ashish - I tried Tom suggestion but it does not seem to work either, the code: my $group = new RT::Group($session{'CurrentUser'}); $group->LoadUserDefinedGroup('my_group'); if ($group->HasMemberRecursively($session{'CurrentUser'})) { $toptabs->{'My Callback'} = { title =>loc("My Callback"), path => "MyCallbacks/1/index.html" }; } User 'john' belong to 'my_group', but unfortunately he cannot see 'My Callback', I 'm doing something wrong? Thanks for the answers so far. p.s: i always clean mason cache and restart apache process when testing. I use RT 3.6.4 Cheers, merou On Tue, Mar 24, 2009 at 11:11 AM, Potla, Ashish Bassaliel wrote: > I think you can also get the current user`s obj and get his name like : $session{'CurrentUser'}->UserObj->Name and put in a condition to see if its John or not. Based on this condition you should call the callback. > > But going into the future if you want to add more users this functionality, it makes sense to create a new group. > Then you should put in a condition to see iif the current user is a part of this new group. > > -Ashish > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Lahti [toml at bitstatement.net] > Sent: Tuesday, March 24, 2009 4:54 AM > To: holland holland > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Allow only a specific user to see a Callback > > I'm no RT API expert, but I think from a best practices standpoint you > really ought to create a new group for the purpose, make 'John' a member of > that group, and then have the scrip allow the callback based on membership > in that group. > > holland holland wrote: >> Dear all, >> >> I would like only a specific user, e.g 'John' to see a callback. >> >> Currently I only see methods based on user rights, like: >> >> <%INIT> >> if ($session{'CurrentUser'}->UserObj->HasRight( >> Right => 'AdminUsers', >> Object => $RT::System, >> )) { >> $toptabs->{'My Callback'} = { title =>loc("My Callback"), >> path => "MyCallbacks/1/index.html" }; >> } >> >> <%args> >> $toptabs =>undef >> >> >> >> I want only 'John' to see this callback, not everybody that has >> 'AdminUsers' right. >> >> >> Your help is much appreciated! >> >> Cheers, >> merou >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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/ > -- ============================ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jul-rt at julbox.net Tue Mar 24 06:38:59 2009 From: jul-rt at julbox.net (jul) Date: Tue, 24 Mar 2009 11:38:59 +0100 (CET) Subject: [rt-users] Howto trouble shoot installed Plugins that are not activated? In-Reply-To: <41302.213.41.242.148.1237889847.squirrel@squirrel.est-unique.net> References: <41302.213.41.242.148.1237889847.squirrel@squirrel.est-unique.net> Message-ID: <36844.213.41.242.148.1237891139.squirrel@squirrel.est-unique.net> jul a ?crit : > > Hello, > > > But still none of the plugins works (meaning my RT is behaving the same > without plugins altering its appearance or behaviour), and it puzzles me. > > PLugins are installed (it seems) but not functionning. > > Is there a checklist, a troubleshooting method a list of point I could > read ? > Is rt3.8.2 allergic to Plugins ? Could it be simply a rights problem ? #ps aux | grep mason www-data 22857 0.0 0.0 17096 2548 ? Ss 11:17 0:00 /usr/bin/speedy_backend /opt/rt3/bin/mason_handler.scgi www-data 22858 1.4 0.5 203876 89180 ? S 11:17 0:11 /usr/bin/speedy_backend /opt/rt3/bin/mason_handler.scgi www-data 24120 0.6 0.4 190064 77396 ? S 11:27 0:01 /usr/bin/speedy_backend /opt/rt3/bin/mason_handler.scgi (I run in speedycgi) #ls -ld bin/mason_handler.scgi -rwxr-xr-x 1 root www-data 2467 2009-03-17 01:33 bin/mason_handler.scgi and local/... is world readable. It would sure puzzle me (I see no reason why it would be the problem). -- Hey teachers leave the kids alone, on and on ... we're just another perl in the necklace ... Menu, n.: A list of dishes which the restaurant has just run out of. From jul-rt at julbox.net Tue Mar 24 06:55:05 2009 From: jul-rt at julbox.net (jul) Date: Tue, 24 Mar 2009 11:55:05 +0100 (CET) Subject: [rt-users] (Solved) Howto trouble shoot installed Plugins that are not activated? In-Reply-To: <36844.213.41.242.148.1237891139.squirrel@squirrel.est-unique.net> References: <41302.213.41.242.148.1237889847.squirrel@squirrel.est-unique.net> <36844.213.41.242.148.1237891139.squirrel@squirrel.est-unique.net> Message-ID: <36597.213.41.242.148.1237892105.squirrel@squirrel.est-unique.net> jul a ?crit : > > It would sure puzzle me (I see no reason why it would be the problem). Sure asking questions helps the one on ask to solve the problem :) Well an older debian packaged version was conflicting : the path for plugins previously installed was overriding the path for the actual source. I have still to apply the email completion readme to make it straight now ;) Thx all for your great job (especially modules writers). Soz for the noise, but better noisy than letting people loose their time on a solved problems. -- Hey teachers leave the kids alone, on and on ... we're just another perl in the necklace ... Ego sum ens omnipotens. From jarends at illinois.edu Tue Mar 24 09:25:37 2009 From: jarends at illinois.edu (John Arends) Date: Tue, 24 Mar 2009 08:25:37 -0500 Subject: [rt-users] RTFM Topics In-Reply-To: <1b47fd660903231837w3b76cbc8t25524929d6e07973@mail.gmail.com> References: <49C7EF37.9000401@illinois.edu> <1b47fd660903231837w3b76cbc8t25524929d6e07973@mail.gmail.com> Message-ID: <49C8DF51.50208@illinois.edu> I have not defined the topics as global though. They are just defined for one class. Mr.Vandeley wrote: > On Mon, Mar 23, 2009 at 8:21 PM, John Arends wrote: > >> I'm testing RTFM right now. I have two classes defined as part of my >> test. One class has two topics defined, the other class has no topics >> defined. >> >> For some reason when viewing an article in the class with no topics, it >> looks like I am able to assign the two topics from the other class. >> >> Might I have something configured wrong? Or am I confused? I do not have >> any global topics defined. >> > > > John, for what I know, topics are independent from classes. So you can > define atopic as part of two different classes. > > From lib/RT/FM/Introduction.pod: > Articles can belong to both global and class-specific Topics > > cheers, > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- John Arends Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign From ruslan.zakirov at gmail.com Tue Mar 24 10:25:13 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 24 Mar 2009 17:25:13 +0300 Subject: [rt-users] Is it possible to rename the rt database? In-Reply-To: <49C822BB.8040608@cryologic.com> References: <49C735E6.3000101@cryologic.com> <589c94400903230642s7e1e20bub6e00066da70beb3@mail.gmail.com> <49C822BB.8040608@cryologic.com> Message-ID: <589c94400903240725h4cc8f85ate9590e8a2d0833be@mail.gmail.com> Yes, it is. And it was a mistake we've fixed. In the format of the saved search use __WebPath__ instead of hardcoded value. On Tue, Mar 24, 2009 at 3:00 AM, wrote: > My RT_SiteConfig.pm has remained unchanged for the rt-eval site and points > to the correct web location (/rt-eval). > > All of my saved searches (copied from production to eval) point to the wrong > web location. > > What I have noticed is that if I look at my Saved Searches in the Advanced > Editor the bottom section displays: > href="/rt/Ticket/Display.html > instead of href="/rt-eval/Ticket/Display.html > > Is this href value stored as part of the saved search in the database? > > Gordon > > > Ruslan Zakirov wrote: >> >> I think your problem is not a DB, but RT's config file. you should >> adjust Web* options. Also, make sure test server connects to test >> (rt3-eval) DB, check Database* options. > -- Best regards, Ruslan. From falcone at bestpractical.com Tue Mar 24 10:38:14 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Mar 2009 10:38:14 -0400 Subject: [rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal In-Reply-To: References: Message-ID: On Mar 23, 2009, at 7:31 PM, Gregor Huber wrote: > Looks like we have two unanswered posts on this same topic. Is > anyone integrating RTFM and RT for external facing consumption in > the self help portal? > > Am I going to have to get off my RT platform? Please say no. > Mayday Mayday Mayday... Can someone point me in the right direction > if possible? I've already read the manual :-) I actually replied to your post 3 hours before this question On Mar 23, 2009, at 4:34 PM, Kevin Falcone wrote: > On Mar 20, 2009, at 6:38 PM, Gregor Huber wrote: > >> Summary: Installed RTFM. I can see RTFM and add articles as >> privileged user. An unprivileged user cannot see RTFM articles >> after enabling RTFM_TicketCreate. > > Seeing articles during ticket creation/reply is only supported in the > full RT interface (privileged users) not the > Self Service interface (unprivileged). > > I'd probably take a patch for this, but i'd have to think about it a > bit more. -kevin > -----Original Message----- > From: Gregor Huber > Sent: Friday, March 20, 2009 3:38 PM > To: 'rt-users at lists.bestpractical.com' > Subject: RE: RTFM_TicketCreate unprivileged users cannot see > Articles in RT self help portal > > Hello All, > Has anyone any experience on this? Please help if possible :-) > > -----Original Message----- > From: Gregor Huber > Sent: Wednesday, March 18, 2009 7:14 PM > To: 'RT-Users at lists.bestpractical.com' > Subject: RTFM_TicketCreate unprivileged users cannot see Articles in > RT self help portal > > Sorry to bother. I think this might be user error since I did not > see much posted under this subject. Help would be appreciated. > > Summary: Installed RTFM. I can see RTFM and add articles as > privileged user. An unprivileged user cannot see RTFM articles > after enabling RTFM_TicketCreate. > > Have RTFM 2.4.1 & RT 3.8.2 > Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/ > plugins/RT-FM/RTFM_Config.pm (did not work) > Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/ > RT_SiteConfig.pm (saw this as possible solution) > Put debug line "system echo hello > /tmp/test" into RTFM_Config.pm > and verified file was being hit. > Added ShowArticle in http://rt ->RTFM->Configuration->Global->Group > Rights -> Unprivileged -> ShowArticle > > > After each step above I did do the following: > Rm -rf /var/www/html/rt3/var/mason_data/* > /etc/init.d/httpd restart > > Thanks! > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From falcone at bestpractical.com Tue Mar 24 10:39:57 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Mar 2009 10:39:57 -0400 Subject: [rt-users] Fwd: RTFM articles for unprivileged user group In-Reply-To: <1b47fd660903231835i575c69d5o98c7451124a3ab2e@mail.gmail.com> References: <1b47fd660903180908w2cb3c20bh7c7566e5c74b4aab@mail.gmail.com> <87fa72960903200442q4f329f2eg278d6084cb12fd9a@mail.gmail.com> <93115CAD-EB58-4DDA-A8CD-3C6514EB066B@bestpractical.com> <1b47fd660903231835i575c69d5o98c7451124a3ab2e@mail.gmail.com> Message-ID: On Mar 23, 2009, at 9:35 PM, Mr.Vandeley wrote: > On Mon, Mar 23, 2009 at 8:27 PM, Kevin Falcone > wrote: >> >> On Mar 20, 2009, at 7:42 AM, Mr Vandeley wrote: >> >>> I'm sorry to bother you but It would be really helpfull to get an >>> answer to my question. Looking on previous list posts it seems that >>> other people couldn't make this work neither. Old posts says that >>> this feature wasn't fully functional. >>> So, please, this should work with just this instructions [1] or >>> there >>> is something else that I should be looking for. >> >> You should be looking for the release of RTFM2.4.2 and RT3.8.3 >> >> -kevin > > Thanks Kevin for your kind answer, but [1] is there since version RTFM > 2.4.1. Recently I've updated RT from 3.8.1 to 3.8.2 and still > articles in > RTFM are inaccessible to unprivileged users. > So, you are saying that although manual says it should be working > since previous versions I have to update them? There isn't any other > point besides software version that I should look for? There have been bug fixes for this feature in svn These will be available in the RT3.8.3 release and the RTFM2.4.2 release. There is no set date for these releases at this time -kevin From falcone at bestpractical.com Tue Mar 24 10:41:20 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Mar 2009 10:41:20 -0400 Subject: [rt-users] Fwd: RTFM articles for unprivileged user group In-Reply-To: <5B42CCF6-6F57-4B74-A7F3-19700EEF113C@netconsonance.com> References: <1b47fd660903180908w2cb3c20bh7c7566e5c74b4aab@mail.gmail.com> <87fa72960903200442q4f329f2eg278d6084cb12fd9a@mail.gmail.com> <93115CAD-EB58-4DDA-A8CD-3C6514EB066B@bestpractical.com> <5B42CCF6-6F57-4B74-A7F3-19700EEF113C@netconsonance.com> Message-ID: <70E9D750-D807-4862-8F75-484CC1EB3198@bestpractical.com> On Mar 24, 2009, at 2:26 AM, Jo Rhett wrote: > On Mar 23, 2009, at 1:27 PM, Kevin Falcone wrote: >> You should be looking for the release of RTFM2.4.2 and RT3.8.3 > > With the obvious understanding of "when it is done", do you have any > idea when you think this might occur? > I'm asking because I was about to start on RTFM integration, but > I'll probably wait if the next update is coming out fairly soon. There is still active work going on in the RT trunk so I don't have any release plans other than "we'd like it to be soon" and "when it is done" -kevin From falcone at bestpractical.com Tue Mar 24 10:59:02 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Mar 2009 10:59:02 -0400 Subject: [rt-users] RTFM Topics In-Reply-To: <49C8DF51.50208@illinois.edu> References: <49C7EF37.9000401@illinois.edu> <1b47fd660903231837w3b76cbc8t25524929d6e07973@mail.gmail.com> <49C8DF51.50208@illinois.edu> Message-ID: On Mar 24, 2009, at 9:25 AM, John Arends wrote: > I have not defined the topics as global though. They are just defined > for one class. This sounds like a bug and I've bounced your mail to rtfm-bugs at bestpractical.com -kevin > Mr.Vandeley wrote: >> On Mon, Mar 23, 2009 at 8:21 PM, John Arends >> wrote: >> >>> I'm testing RTFM right now. I have two classes defined as part of my >>> test. One class has two topics defined, the other class has no >>> topics >>> defined. >>> >>> For some reason when viewing an article in the class with no >>> topics, it >>> looks like I am able to assign the two topics from the other class. >>> >>> Might I have something configured wrong? Or am I confused? I do >>> not have >>> any global topics defined. >>> >> >> >> John, for what I know, topics are independent from classes. So you >> can >> define atopic as part of two different classes. >> >> From lib/RT/FM/Introduction.pod: >> Articles can belong to both global and class-specific Topics >> >> cheers, >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > -- > John Arends > Network Analyst > College of ACES - ITCS > University of Illinois at Urbana-Champaign > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 TSwart at christa.com Tue Mar 24 11:51:49 2009 From: TSwart at christa.com (Swart, Tom) Date: Tue, 24 Mar 2009 11:51:49 -0400 Subject: [rt-users] Creating Tickets from Emails In-Reply-To: <49C7FBCD.1090709@illinois.edu> References: <49C7FBCD.1090709@illinois.edu> Message-ID: I have installed fetchmail and configured it as per this guide: http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch .html When I send an email to the address I have set up in exchange RT doesn't receive it and when I send an email directly to the email of RT I get an Undeliverable Message error. I'm running RT on Ubuntu 8.10. -----Original Message----- From: John Arends [mailto:jarends at illinois.edu] Sent: Monday, March 23, 2009 5:15 PM To: rt >> "rt-users at lists.bestpractical.com" Subject: Re: [rt-users] Creating Tickets from Emails Swart, Tom wrote: > > I have setup RT 3.6 on Ubuntu 8.10 and I am able to access the web > interface. I'm trying to setup the ability to email RT to create a > ticket. I have the aliases created for the queues. I was wondering how > to configure RT to pull the emails for a exchange 2003 server? > The easiest thing is to set up an alias on your exchange server that sends mail to your RT server. helpdesk at my.org -> helpdesk at rt.my.org Or just train your users to email helpdesk at rt.my.org From gleduc at mail.sdsu.edu Tue Mar 24 11:56:57 2009 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 24 Mar 2009 08:56:57 -0700 Subject: [rt-users] TransactionObj OldValue is not working for me In-Reply-To: <78926d250903231251q7e25253ame7544617dcec630@mail.gmail.com > References: <78926d250903231251q7e25253ame7544617dcec630@mail.gmail.com> Message-ID: <6.2.1.2.2.20090324084645.026af558@mail.sdsu.edu> Apply a liberal dose of $RT::Logger and see what turns up. I'd split your IF into 2 pieces and then stick a logger in the gap. Something like my $Trans = $self->TransactionObj; ### because I'm a lazy typist if ($Trans->Type eq "Status") { ### logger call to print value of ->OldValue and ->NewValue $RT::Logger->debug("(" . $Trans->Id . ") oldvalue is " . $Trans->OldValueval ?. ", newvalue is " . $Trans->NewValue); if ($Trans->OldValue ne "autoclose" && $Trans->NewValue eq "resolved") { blah blah } } At 12:51 PM 3/23/2009, slamp slamp wrote: >I have the following in my resolve scrip that I borrowed from the >site. I added the $self->TransactionObj->OldValue ne "autoclose" >portion but it does not seem to be working. Can anyone help? Basically >I don't want to get this notification if the status old value was set >to autoclose. > >Condition: User defined >Action: Notify Ccs and Requestors >Template: Global resolved > >Custom condition: > >my $result = undef; > >if ($self->TransactionObj->Type eq "Status" && > $self->TransactionObj->OldValue ne "autoclose" && > $self->TransactionObj->NewValue eq "resolved") >{ > my $trans_list = $self->TicketObj->Transactions; > my $trans; > my $num_resolved = 0; > > while ($trans = $trans_list->Next) > { > $num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) && > ($trans->Type eq "Status") && > ($trans->NewValue eq "resolved"); > } > $result = ($num_resolved <= 1); >} > >return($result); >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: 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 bogey_63 at yahoo.com Tue Mar 24 12:05:08 2009 From: bogey_63 at yahoo.com (who else) Date: Tue, 24 Mar 2009 09:05:08 -0700 (PDT) Subject: [rt-users] Including RTFM Articles in Ticket; broken layout In-Reply-To: <22284809.post@talk.nabble.com> References: <22284809.post@talk.nabble.com> Message-ID: <22683700.post@talk.nabble.com> ----bump----_ :-) who else wrote: > > Hi all, > i have the option of including a RTFM (RT 3.8.2 & RTFM 2.4.2) article into > the ticket, and three options to choose the article in question. Third > option is to scroll down a list of all articles. > > Since this list contains not only the subject but also the summary, this > will break the layout and the "Go" Buttons are out of reach, if you run a > standard screen resolution; it's the same in FF, IE7, Iron, Safari. > > Is there any setting to limit this list to just the subject or any other > option to shrink this? > > Thanks. > > w_e > -- View this message in context: http://www.nabble.com/Including-RTFM-Articles-in-Ticket--broken-layout-tp22284809p22683700.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jpierce at cambridgeenergyalliance.org Tue Mar 24 12:15:26 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 24 Mar 2009 12:15:26 -0400 Subject: [rt-users] RTx::BecomeUser Message-ID: Has anyone been able to get RTx::BecomeUser working on a modern RT system? My rt.cpan.org tickets have gone unheeded, and it'd be mighty useful for debugging... Thanks! -- Cambridge Energy Alliance: Save money. Save the planet. From jarends at illinois.edu Tue Mar 24 12:21:27 2009 From: jarends at illinois.edu (John Arends) Date: Tue, 24 Mar 2009 11:21:27 -0500 Subject: [rt-users] Further iCal/RSS experimenting/problems & some success Message-ID: <49C90887.5040306@illinois.edu> A while back I posted that I could only get iCalendar/RSS feeds to work with SunBird and FireFox respectively. I could not get either to work with the Mac platform (iCal/Safari) or the Microsoft platform (Outlook 2007). As a test, I tried using HTTP authentication with Apache instead of RT's internal authentication. When using HTTP auth, the iCalendar and RSS feeds work with iCal and Safari. It looks like those two applications wanted to prompt for credentials and were able to figure out how to do it when using HTTP auth. I'm still having no luck getting Outlook to subscribe to Internet Calendars or RSS feeds, even with HTTP auth. Has anyone had luck with this? Is Outlook so weird that nothing can be done? Since we're a heavy Exchange shop, I'd like to see if I can get this working with Outlook. This would really help push our RT adoption further. Any thoughts from those who understand how this works better than me? For those with Safari/iCal, HTTP auth is your friend. From RobertWalford at compupay.com Tue Mar 24 12:41:10 2009 From: RobertWalford at compupay.com (Robert Walford) Date: Tue, 24 Mar 2009 12:41:10 -0400 Subject: [rt-users] Command By Email and Multi-Value Custom Field In-Reply-To: <7314881427FC8A4081673E8CEEA792490D693B19@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490D693B19@EXMIAMI01.compupay.com> Message-ID: <7314881427FC8A4081673E8CEEA792490D693B26@EXMIAMI01.compupay.com> Anyone? Thanks, Robert Walford Network Administrator ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Walford Sent: Friday, March 20, 2009 10:31 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Command By Email and Multi-Value Custom Field Hi Guys, I am experiencing an issue using CommandByMail and multi-valued custom fields. We running RT 3.8.2. The following fields are one value and works perfectly. cf.{Category}: Telecom - Combobox: Select or enter one value cf.{Origin}: E-mail - Select one value cf.{Severity_Level}: 5 - Select one value But the following fields are multiple values and do not work. cf.{Equipment Impacted}: Router - Select multiple values cf.{Services Impacted}: Internet - Select multiple values Due to the spacing in the field name we have tried with quotations (single/double) and without. Any Thoughts? Regards, Robert Walford Network Administrator -------------- next part -------------- An HTML attachment was scrubbed... URL: From hanane.ourdani at gmail.com Tue Mar 24 12:51:52 2009 From: hanane.ourdani at gmail.com (hanane ourdani) Date: Tue, 24 Mar 2009 16:51:52 +0000 Subject: [rt-users] how to transmit a value of custom field on an other custom field Message-ID: Hi all, I'm looking for a way to add tickets automatically when a select a value of a Custom field, I try to do this: Condition: defined by user Action: Create tickets Template: Approved Stage: TransactionCreate Condition: return undef unless ($self->TicketObj->FirstCustomFieldValue('test2') =~ /Oui/i); return 1; Template: ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: Test Type: approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT This allows to create a ticket automaticlly when i Select 'Oui' on Custom Field 'test2', i need also to transmit automaticlly a value of an other custom field when i select 'Oui' on Custom Field 'test2', please can you tell me how i can do this? Thank you, -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Mar 24 12:56:21 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 24 Mar 2009 09:56:21 -0700 Subject: [rt-users] Problem with Custom Field Edit Message-ID: <49C910B5.3010600@lbl.gov> To all, I am currently on 3.6.4. In it, there are a few default validation settings for Custom Fields. One of them is: (?#Digits)^[\d.]+$ When I use this, however, it gives an error even though i am entering numbers in the field. Has anyone else had this problem? What I want it to do is ensure all entrees are numeric IF a value is entered. Help anyone? Kenn LBNL From jpierce at cambridgeenergyalliance.org Tue Mar 24 12:58:59 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 24 Mar 2009 12:58:59 -0400 Subject: [rt-users] Fill-in user details on ticket creation? Message-ID: Hello, Is there some way one might supply user details e.g; real name, address, phone number? We currently do this with a web form via REST, but it's not pretty. Furthermore, we'd like to be able to get this information into the system using Offline edits. If there is no workable system right now, I was thinking it might be reasonable to have a scrip action test if the requestor previously existed, and if not, fill in user details from an included vCard? Would anyone be interested in (developing) such an extension? -- Cambridge Energy Alliance: Save money. Save the planet. From jesse at bestpractical.com Tue Mar 24 13:10:17 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 Mar 2009 13:10:17 -0400 Subject: [rt-users] Using RT in a large organization (thousands of users) In-Reply-To: References: Message-ID: <20090324171017.GE624@17h.local> On Tue 24.Mar'09 at 10:16:27 +0200, Peter Dole wrote: > Hi, > In the BestPractical web site, RT is described as "RT is a ticketing > system for small- to medium-sized organizations". That's our small-companiness showing. The problem is really that we don't spend much, if any time on the marketing side of things. This is probably obvious by the state of the corporate website. That prose dates from...sometime around 2002 or so, when RT really wasn't in use in a whole lot of high-volume applications. At the time, I would have blanched if you'd said you wanted to deploy RT somewhere handling 1000 tickets a day. These days, I know of organizations pushing 10,000 tickets through RT on a slow day, bursting to over 20,000 when things get busy. > 3. Am I better off looking at a commercial system like Remedy / Peregrine > (for our organization size), due to potential cost of custom development > integrating RT? You should know that I'm biased, but I certainly don't think so. RT is robust and scalable and there's an excellent community here and on rt-devel....And of course, we at Best Practical can provide the sort of commercial support you'd expect for a mission critical application. Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Tue Mar 24 13:23:15 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 24 Mar 2009 13:23:15 -0400 Subject: [rt-users] Using RT in a large organization (thousands of users) In-Reply-To: <20090324171017.GE624@17h.local> References: <20090324171017.GE624@17h.local> Message-ID: > At the time, I would have blanched if you'd said you wanted to deploy > RT somewhere handling 1000 tickets a day. ?These days, I know of > organizations pushing 10,000 tickets through RT on a slow day, bursting > to over 20,000 when things get busy. > >> ? ?3. Am I better off looking at a commercial system like Remedy / Peregrine >> ? ?(for our organization size), due to potential cost of custom development >> ? ?integrating RT? We're a relatively small org, but have done a fair bit of customization to RT since we're using it as a CRM. Out of the box RT covered all of the basics, and the wiki + extensions didn't hurt. We've put in about 100 man hours to do some serious customizations since (many now public) since we rolled out RT 8 months ago. I don't expect that would be much less with anything else; users don't want to learn anything anyhow, so you've always got to try to warp things to their whims ;-) Except that in those cases half the time you'd discover what you wanted to do couldn't be done, whereas in RT you start to get a better grasp of how everything's glued together. Also, if you can make use of the built-in self-service interface, rather than rolling your own, that should make things much easier to adopt. Just a few moments rambling thoughts on the matter, Cheers! -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Tue Mar 24 13:25:45 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 24 Mar 2009 10:25:45 -0700 Subject: [rt-users] Using RT in a large organization (thousands of users) In-Reply-To: <20090324171017.GE624@17h.local> References: <20090324171017.GE624@17h.local> Message-ID: <49C91799.9070002@lbl.gov> Peter, I might also add that we are now planning a project to convert our Remedy tickets to RT and move the help desk over. We have RT 3.6.4, not nearly as robust as 3.8.2, and there are just too many flexible options for reporting with Custom Fields to NOT use RT. Kenn LBNL On 3/24/2009 10:10 AM, Jesse Vincent wrote: > > On Tue 24.Mar'09 at 10:16:27 +0200, Peter Dole wrote: > >> Hi, >> In the BestPractical web site, RT is described as "RT is a ticketing >> system for small- to medium-sized organizations". >> > > That's our small-companiness showing. The problem is really that we > don't spend much, if any time on the marketing side of things. This is > probably obvious by the state of the corporate website. That prose > dates from...sometime around 2002 or so, when RT really wasn't in use in > a whole lot of high-volume applications. > > > At the time, I would have blanched if you'd said you wanted to deploy > RT somewhere handling 1000 tickets a day. These days, I know of > organizations pushing 10,000 tickets through RT on a slow day, bursting > to over 20,000 when things get busy. > > >> 3. Am I better off looking at a commercial system like Remedy / Peregrine >> (for our organization size), due to potential cost of custom development >> integrating RT? >> > > You should know that I'm biased, but I certainly don't think so. RT is > robust and scalable and there's an excellent community here and on > rt-devel....And of course, we at Best Practical can provide the sort of > commercial support you'd expect for a mission critical application. > > 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 -------------- An HTML attachment was scrubbed... URL: From Subbaraman.Venkateswaran at blackrock.com Tue Mar 24 14:03:01 2009 From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman) Date: Tue, 24 Mar 2009 14:03:01 -0400 Subject: [rt-users] Show Custom Field Text Message-ID: We use rt 3.6.4 and trying to do text wrapping on ticket display for a custom field of type text. We noticed that we do not have html/Elements/ShowCustomFieldText and have only ShowCustomFieldWikitext. Any help would be appreciated. Thanks. THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jet at mycolo.biz Tue Mar 24 14:54:26 2009 From: jet at mycolo.biz (Jet Wilda) Date: Tue, 24 Mar 2009 14:54:26 -0400 Subject: [rt-users] How to allow users via self service to modify Location and phone info Message-ID: <49C92C62.8030905@mycolo.biz> Hi, Is there a way to allow self service users to be able to modify there phone numbers and location information? Thanks, ~Jet From jpierce at cambridgeenergyalliance.org Tue Mar 24 14:58:23 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 24 Mar 2009 14:58:23 -0400 Subject: [rt-users] How to allow users via self service to modify Location and phone info In-Reply-To: <49C92C62.8030905@mycolo.biz> References: <49C92C62.8030905@mycolo.biz> Message-ID: On Tue, Mar 24, 2009 at 14:54, Jet Wilda wrote: > Hi, > > ? ?Is there a way to allow self service users to be able to modify > there phone numbers and location information? They need the ModifySelf right. Alternatively, the vCard extension/hack I proposed earlier today might be used for this. -- Cambridge Energy Alliance: Save money. Save the planet. From jet at mycolo.biz Tue Mar 24 15:05:30 2009 From: jet at mycolo.biz (Jet Wilda) Date: Tue, 24 Mar 2009 15:05:30 -0400 Subject: [rt-users] How to allow users via self service to modify Location and phone info In-Reply-To: References: <49C92C62.8030905@mycolo.biz> Message-ID: <49C92EFA.60405@mycolo.biz> An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Mar 24 15:13:00 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 Mar 2009 15:13:00 -0400 Subject: [rt-users] bizarre logouts with mysql on top level links In-Reply-To: <49C86480.5090604@yahoo.com.au> References: <49C86480.5090604@yahoo.com.au> Message-ID: <20090324191300.GG624@17h.local> On Tue 24.Mar'09 at 15:41:36 +1100, TN wrote: > Hi all, > > I have installed rt3.8.2 from debian sid, and it works fine using sqlite. > > However when I configure it with mysql, I have random logouts occurring. > I login as root. If I then just keep clicking along the LHS links > (Home/Simple Search/Tickets/Tools/Config etc etc) then anywhere from 2 > or more clicks the system will revert straight back to the login screen > as if I had been logged out. If I instead just keep clicking the same > menu item over & over, it never logs out. > > Also, if I go into the 'Configuration' level of the menu, and then start > randomly clicking in that level of the menu (Users/Groups/Queues etc) > then I can click forever and the system never logs out. If I then go > back to clicking the 'top' level menu again, it will log out after some > more clicks. > > If I then go back to sqlite, and do the same tests, everything is fine > in sqlite. This seems to be only an issues with mysql. > > I can't see any hints in syslog or apache logs or the mysql logs. My rough guess is that you're ending up at different variants of your host or domain name, which end up with different cookies > > Any ideas ? > > > ps. i configured rt3.8.2 to work with mysql by the following method > since there seems to be a configuration bug in the 'schema' action in > rt-setup-database which results in an error claiming that the > Attachments table already exists (as if the script is trying to execute > twice?). > > rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root > --prompt-for-dba-password --action create > mysql -u root -p rt3 < /usr/share/request-tracker3.8/etc/schema.mysql > rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root > --prompt-for-dba-password --action acl > rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root > --prompt-for-dba-password --action coredata > rt-setup-database --datafile > /usr/share/request-tracker3.8/etc/initialdata --dba root > --prompt-for-dba-password --action insert > > All these perform without error, and a check of the db shows everything > is fine. > > > Send instant messages to your online friends http://au.messenger.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 194 bytes Desc: not available URL: From stroke_of_death at yahoo.com Tue Mar 24 15:25:52 2009 From: stroke_of_death at yahoo.com (Sean) Date: Tue, 24 Mar 2009 12:25:52 -0700 (PDT) Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: Message-ID: <25636.62045.qm@web58708.mail.re1.yahoo.com> Are there more people than michael and I that are interested in a solution to this? I can't believe that this isn't affecting more people. Maybe nobody uses signature lines? It seriously breaks messages when you have a signature and use the WYSIWYG editor, so this seems like a fairly big bug. I have spent alot of time trying to solve this, it is over my head, is anyone out there working on solving this? Im sure michael is also very interested in a solution as well, and hopefully others are too. --- On Fri, 3/20/09, Michael Finn wrote: > From: Michael Finn > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > To: rt-users at lists.bestpractical.com > Date: Friday, March 20, 2009, 6:40 AM > FWIW, the problem persists in IE8... > > Mike > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Michael > Finn > > Sent: Thursday, March 12, 2009 10:58 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Tracking a bug with WYSIWYG > editor and IE7 > > > > I can't seem to let this go. Comparing the > "Download (untitled)" data > > with my signature, I see that they are the same length > and shape -- > the > > same number of characters on each line. That should > be a big clue as > > to > > the truncation problem, as well as the > 'random' spaces in the middle > of > > words -- they correspond to newline positions in my > signature. > > > > Why does this only happen in IE (6/7/?)? Why only > when I'm creating a > > *new* ticket and not on reply/comment? > > > > Still investigating... > > Mike > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users- > > > bounces at lists.bestpractical.com] On Behalf Of > Michael Finn > > > Sent: Wednesday, March 11, 2009 8:01 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Tracking a bug with > WYSIWYG editor and IE7 > > > > > > A-ha! That's a reasonable theory... I've > got a signature on my > > > account; my other users... not so much. ;) > > > > > > FWIW, I also have the problem occur on IE6. > > > > > > As you suggested, I removed my signature from my > Preferences, and > the > > > problem went away. Now, how does this help us > solve the problem? > If > > > it were Firefox, I'd use Chris Pederick's > wonderful Web Developer > > add- > > > on (http://chrispederick.com/work/web-developer/) > to pick it > apart... > > > anyone recommend a similar tool for IE7? > > > > > > Thanks, > > > Mike > > > > > > > -----Original Message----- > > > > From: Sean > [mailto:stroke_of_death at yahoo.com] > > > > Sent: Wednesday, March 11, 2009 5:54 PM > > > > To: Alex Young; > rt-users at lists.bestpractical.com; Michael Finn > > > > Subject: Re: [rt-users] Tracking a bug with > WYSIWYG editor and IE7 > > > > > > > > > > > > I too am seeing this problem. > > > > > > > > it only happens when: > > > > > > > > 1. the WYSIWYG editor is being used > > > > 2. IE7 is the browser > > > > 3. The user has a signature (i.e. RT > automatically inserts text) > > > > > > > > Im wondering if it has to do with the > signature column being TEXT > > vs. > > > > VARCHAR or something along those lines.. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jmoseley at corp.xanadoo.com Tue Mar 24 15:43:49 2009 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 24 Mar 2009 14:43:49 -0500 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: <25636.62045.qm@web58708.mail.re1.yahoo.com> Message-ID: Our users have certainly noticed this bug, so it affects us to some degree. In order to submit this as a bug, create an RT ticket here: http://rt3.fsck.com/?user=guest&pass=guest James Moseley Sean To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 03/24/2009 02:25 PM Please respond to stroke_of_death at y ahoo.com Are there more people than michael and I that are interested in a solution to this? I can't believe that this isn't affecting more people. Maybe nobody uses signature lines? It seriously breaks messages when you have a signature and use the WYSIWYG editor, so this seems like a fairly big bug. I have spent alot of time trying to solve this, it is over my head, is anyone out there working on solving this? Im sure michael is also very interested in a solution as well, and hopefully others are too. From falcone at bestpractical.com Tue Mar 24 16:08:57 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Mar 2009 16:08:57 -0400 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: References: Message-ID: <3C103DAD-5A99-45CF-B2AA-E37989D9241F@bestpractical.com> On Mar 24, 2009, at 3:43 PM, jmoseley at corp.xanadoo.com wrote: > Our users have certainly noticed this bug, so it affects us to some > degree. > In order to submit this as a bug, create an RT ticket here: Please don't create a bug. One already exists and is linked to the 3.8.3 release ticket http://rt3.fsck.com/Ticket/Display.html?id=13320 It took a long time before someone was actually able to provide a recipe for the bug. It has nothing to do with RTFM or RTx-EmailCompletion -kevin > > > http://rt3.fsck.com/?user=guest&pass=guest > > > > James Moseley > > > > > > Sean > > yahoo.com> To > Sent by: rt-users at lists.bestpractical.com > rt-users- > bounces@ cc > lists.bestpractic > al.com > Subject > Re: [rt-users] Tracking a bug > with > WYSIWYG editor and IE7 > 03/24/2009 02:25 > PM > > > Please respond to > stroke_of_death at y > ahoo.com > > > > > > > > Are there more people than michael and I that are interested in a > solution > to this? I can't believe that this isn't affecting more people. Maybe > nobody uses signature lines? It seriously breaks messages when you > have a > signature and use the WYSIWYG editor, so this seems like a fairly > big bug. > > I have spent alot of time trying to solve this, it is over my head, > is > anyone out there working on solving this? Im sure michael is also very > interested in a solution as well, and hopefully others are too. > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From alexyoung at scoutsolutions.co.uk Tue Mar 24 16:18:46 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 24 Mar 2009 20:18:46 -0000 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: <3C103DAD-5A99-45CF-B2AA-E37989D9241F@bestpractical.com> References: <3C103DAD-5A99-45CF-B2AA-E37989D9241F@bestpractical.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64DB6B43@s-wor-e-001.SCOUTSOFFICE.local> Great to see it being worked on. Notice that it's not just the signatures that can cause this, its whenever RT inserts text from my testing. Hoping the fix sorts out the other reasons for the bug too. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 24 March 2009 20:09 To: RT Users Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 On Mar 24, 2009, at 3:43 PM, jmoseley at corp.xanadoo.com wrote: > Our users have certainly noticed this bug, so it affects us to some > degree. > In order to submit this as a bug, create an RT ticket here: Please don't create a bug. One already exists and is linked to the 3.8.3 release ticket http://rt3.fsck.com/Ticket/Display.html?id=13320 It took a long time before someone was actually able to provide a recipe for the bug. It has nothing to do with RTFM or RTx-EmailCompletion -kevin > > > http://rt3.fsck.com/?user=guest&pass=guest > > > > James Moseley > > > > > > Sean > > yahoo.com> To > Sent by: rt-users at lists.bestpractical.com > rt-users- > bounces@ cc > lists.bestpractic > al.com > Subject > Re: [rt-users] Tracking a bug > with > WYSIWYG editor and IE7 > 03/24/2009 02:25 > PM > > > Please respond to > stroke_of_death at y > ahoo.com > > > > > > > > Are there more people than michael and I that are interested in a > solution > to this? I can't believe that this isn't affecting more people. Maybe > nobody uses signature lines? It seriously breaks messages when you > have a > signature and use the WYSIWYG editor, so this seems like a fairly > big bug. > > I have spent alot of time trying to solve this, it is over my head, > is > anyone out there working on solving this? Im sure michael is also very > interested in a solution as well, and hopefully others are too. > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Mar 24 16:37:52 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Mar 2009 16:37:52 -0400 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64DB6B43@s-wor-e-001.SCOUTSOFFICE.local> References: <3C103DAD-5A99-45CF-B2AA-E37989D9241F@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64DB6B43@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <76F79131-B318-47E3-A943-D1EBC5E3B5CB@bestpractical.com> On Mar 24, 2009, at 4:18 PM, Alex Young wrote: > Great to see it being worked on. Notice that it's not just the > signatures that can cause this, its whenever RT inserts text from my > testing. Hoping the fix sorts out the other reasons for the bug too. Actually, I've been trying to replicate this bug for months, and wasn't able to do so until someone said 'I have a signature'. Also, the bug manifests differently in trunk because of other JS updates. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: 24 March 2009 20:09 > To: RT Users > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > > On Mar 24, 2009, at 3:43 PM, jmoseley at corp.xanadoo.com wrote: > >> Our users have certainly noticed this bug, so it affects us to some >> degree. >> In order to submit this as a bug, create an RT ticket here: > > Please don't create a bug. One already exists > and is linked to the 3.8.3 release ticket > http://rt3.fsck.com/Ticket/Display.html?id=13320 > > It took a long time before someone was actually > able to provide a recipe for the bug. It has nothing > to do with RTFM or RTx-EmailCompletion > > -kevin > >> >> >> http://rt3.fsck.com/?user=guest&pass=guest >> >> >> >> James Moseley >> >> >> >> >> >> Sean >> > >> yahoo.com> To >> Sent by: rt-users at lists.bestpractical.com >> rt-users- >> bounces@ cc >> lists.bestpractic >> al.com >> Subject >> Re: [rt-users] Tracking a bug >> with >> WYSIWYG editor and IE7 >> 03/24/2009 02:25 >> PM >> >> >> Please respond to >> stroke_of_death at y >> ahoo.com >> >> >> >> >> >> >> >> Are there more people than michael and I that are interested in a >> solution >> to this? I can't believe that this isn't affecting more people. Maybe >> nobody uses signature lines? It seriously breaks messages when you >> have a >> signature and use the WYSIWYG editor, so this seems like a fairly >> big bug. >> >> I have spent alot of time trying to solve this, it is over my head, >> is >> anyone out there working on solving this? Im sure michael is also >> very >> interested in a solution as well, and hopefully others are too. >> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From alexyoung at scoutsolutions.co.uk Tue Mar 24 16:41:13 2009 From: alexyoung at scoutsolutions.co.uk (Alex Young) Date: Tue, 24 Mar 2009 20:41:13 -0000 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: <76F79131-B318-47E3-A943-D1EBC5E3B5CB@bestpractical.com> References: <3C103DAD-5A99-45CF-B2AA-E37989D9241F@bestpractical.com><3CE7D8D453B27148BBCA0B2063B11E64DB6B43@s-wor-e-001.SCOUTSOFFICE.local> <76F79131-B318-47E3-A943-D1EBC5E3B5CB@bestpractical.com> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64DB6B4B@s-wor-e-001.SCOUTSOFFICE.local> Okay. I know this happens when hitting Reply on a ticket transaction and also when inserting text from RTFM. Does it still do that in trunk and on your test system, or is it limited to me? I'm quite happy to do any testing you need to get this bug fixed. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 24 March 2009 20:38 To: RT Users Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 On Mar 24, 2009, at 4:18 PM, Alex Young wrote: > Great to see it being worked on. Notice that it's not just the > signatures that can cause this, its whenever RT inserts text from my > testing. Hoping the fix sorts out the other reasons for the bug too. Actually, I've been trying to replicate this bug for months, and wasn't able to do so until someone said 'I have a signature'. Also, the bug manifests differently in trunk because of other JS updates. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: 24 March 2009 20:09 > To: RT Users > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > > On Mar 24, 2009, at 3:43 PM, jmoseley at corp.xanadoo.com wrote: > >> Our users have certainly noticed this bug, so it affects us to some >> degree. >> In order to submit this as a bug, create an RT ticket here: > > Please don't create a bug. One already exists > and is linked to the 3.8.3 release ticket > http://rt3.fsck.com/Ticket/Display.html?id=13320 > > It took a long time before someone was actually > able to provide a recipe for the bug. It has nothing > to do with RTFM or RTx-EmailCompletion > > -kevin > >> >> >> http://rt3.fsck.com/?user=guest&pass=guest >> >> >> >> James Moseley >> >> >> >> >> >> Sean >> > >> yahoo.com> To >> Sent by: rt-users at lists.bestpractical.com >> rt-users- >> bounces@ cc >> lists.bestpractic >> al.com >> Subject >> Re: [rt-users] Tracking a bug >> with >> WYSIWYG editor and IE7 >> 03/24/2009 02:25 >> PM >> >> >> Please respond to >> stroke_of_death at y >> ahoo.com >> >> >> >> >> >> >> >> Are there more people than michael and I that are interested in a >> solution >> to this? I can't believe that this isn't affecting more people. Maybe >> nobody uses signature lines? It seriously breaks messages when you >> have a >> signature and use the WYSIWYG editor, so this seems like a fairly >> big bug. >> >> I have spent alot of time trying to solve this, it is over my head, >> is >> anyone out there working on solving this? Im sure michael is also >> very >> interested in a solution as well, and hopefully others are too. >> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From falcone at bestpractical.com Tue Mar 24 16:50:42 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Mar 2009 16:50:42 -0400 Subject: [rt-users] Tracking a bug with WYSIWYG editor and IE7 In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64DB6B4B@s-wor-e-001.SCOUTSOFFICE.local> References: <3C103DAD-5A99-45CF-B2AA-E37989D9241F@bestpractical.com><3CE7D8D453B27148BBCA0B2063B11E64DB6B43@s-wor-e-001.SCOUTSOFFICE.local> <76F79131-B318-47E3-A943-D1EBC5E3B5CB@bestpractical.com> <3CE7D8D453B27148BBCA0B2063B11E64DB6B4B@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: On Mar 24, 2009, at 4:41 PM, Alex Young wrote: > Okay. I know this happens when hitting Reply on a ticket transaction This works fine on 3.8.2 and trunk for me (without a signature) When the patch is in subversion, ticket 13320 will be closed and people can feel free to test with trunk -kevin > and > also when inserting text from RTFM. Does it still do that in trunk and > on your test system, or is it limited to me? > > I'm quite happy to do any testing you need to get this bug fixed. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: 24 March 2009 20:38 > To: RT Users > Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 > > > On Mar 24, 2009, at 4:18 PM, Alex Young wrote: > >> Great to see it being worked on. Notice that it's not just the >> signatures that can cause this, its whenever RT inserts text from my >> testing. Hoping the fix sorts out the other reasons for the bug too. > > Actually, I've been trying to replicate this bug for months, and > wasn't > able to do so until someone said 'I have a signature'. Also, the bug > manifests differently in trunk because of other JS updates. > > -kevin > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin >> Falcone >> Sent: 24 March 2009 20:09 >> To: RT Users >> Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 >> >> >> On Mar 24, 2009, at 3:43 PM, jmoseley at corp.xanadoo.com wrote: >> >>> Our users have certainly noticed this bug, so it affects us to some >>> degree. >>> In order to submit this as a bug, create an RT ticket here: >> >> Please don't create a bug. One already exists >> and is linked to the 3.8.3 release ticket >> http://rt3.fsck.com/Ticket/Display.html?id=13320 >> >> It took a long time before someone was actually >> able to provide a recipe for the bug. It has nothing >> to do with RTFM or RTx-EmailCompletion >> >> -kevin >> >>> >>> >>> http://rt3.fsck.com/?user=guest&pass=guest >>> >>> >>> >>> James Moseley >>> >>> >>> >>> >>> >>> Sean >>> >> >>> yahoo.com> To >>> Sent by: rt-users at lists.bestpractical.com >>> rt-users- >>> bounces@ cc >>> lists.bestpractic >>> al.com >>> Subject >>> Re: [rt-users] Tracking a bug >>> with >>> WYSIWYG editor and IE7 >>> 03/24/2009 02:25 >>> PM >>> >>> >>> Please respond to >>> stroke_of_death at y >>> ahoo.com >>> >>> >>> >>> >>> >>> >>> >>> Are there more people than michael and I that are interested in a >>> solution >>> to this? I can't believe that this isn't affecting more people. >>> Maybe >>> nobody uses signature lines? It seriously breaks messages when you >>> have a >>> signature and use the WYSIWYG editor, so this seems like a fairly >>> big bug. >>> >>> I have spent alot of time trying to solve this, it is over my head, >>> is >>> anyone out there working on solving this? Im sure michael is also >>> very >>> interested in a solution as well, and hopefully others are too. >>> >>> >>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tjrc at sanger.ac.uk Wed Mar 25 03:44:54 2009 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 25 Mar 2009 07:44:54 +0000 Subject: [rt-users] Using RT in a large organization (thousands of users) In-Reply-To: References: Message-ID: On 24 Mar 2009, at 8:16 am, Peter Dole wrote: > Hi, > In the BestPractical web site, RT is described as "RT is a ticketing > system > for small- to medium-sized organizations". > > I'm working on a helpdesk ticketing / workflow solution for a large > organization - thousands of users, some of them are technical, most > of them > are your average PC user (not IT people). We use RT not just for our internal support (which is about 1000 users, many of whom are not IT literate) but also for answering questions submitted through our website. Currently there are just over 10,000 users registered on the system. We don't process that many tickets though; a couple of hundred a day is typical. It handles this load trivially; I haven't had to make any of the performance improving tricks like running the database and web front end on separate machines, yet. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From alberto.villanueva at altran.es Wed Mar 25 04:34:04 2009 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Wed, 25 Mar 2009 09:34:04 +0100 (CET) Subject: [rt-users] Masson --> Permission denied Message-ID: <25415.195.53.109.62.1237970044.squirrel@webmail.altran.es> Good morning! On Tuesday our RT server was down. The error is (because I haven't got any correct solution) the next: mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Compiler/ToObject.pm line 107 My mason directory is that, and the group's user is "www". I have tried to change to "apache" user, but that user doesn't exist. Do I have to create it? If the user existed, I didn't remove :( :( I have read the post of Ruslan in RT wiki [1], but I don't resolve the problem. Any idea? Thanks a lot!! PS. http://rt.bestpractical.com/view/PostQuestionsHere From eynatnirmishor at gmail.com Wed Mar 25 04:17:25 2009 From: eynatnirmishor at gmail.com (Eynat Nir Mishor) Date: Wed, 25 Mar 2009 10:17:25 +0200 Subject: [rt-users] CreatedMonthly Graphs broken with Custom Field parameter? In-Reply-To: <49BEBED3.4010601@purdue.edu> References: <49BEBED3.4010601@purdue.edu> Message-ID: <07f901c9ad22$2267c890$673759b0$@com> I,'m sorry I'm replying just now - I had a very large mailing list backlog... I filed such a bug with BPS a few weeks ago. It includes a fix for the problem (add hard-coded "main." prefix to some fields in lib/RT/Report/Tickets.pm) http://rt3.fsck.com//Ticket/Display.html?id=13258 CreatedDaily (et al) charts not working when query by CF or by requestor (login with guest/guest) Eynat -----Original Message----- From: Addam Schroll [mailto:addam at purdue.edu] Sent: Monday, 16 March 2009 11:04 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] CreatedMonthly Graphs broken with Custom Field parameter? I have a RT 3.8.2 instance setup and I like to use the CreatedMonthly bar graph to see ticket histories. The graph, however, appears to break if you try to use it with a search that includes a custom field parameter. For example, if I search for all tickets in our firewall queue with the Request Type custom Field set to any valid value, I get a blank graph with no totals at the bottom. I also see the following warnings in the RT logs. [Mon Mar 16 20:56:28 2009] [warning]: DBD::mysql::st execute failed: Column 'Created' in field list is ambiguous at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) [Mon Mar 16 20:56:28 2009] [warning]: RT::Handle=HASH(0x985ec6c) couldn't execute the query 'SELECT DISTINCT COUNT(main.id) AS id, SUBSTR(Created,1,7) AS createdmonthly FROM Tickets main JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '7' ) AND ( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) WHERE (main.Status != 'deleted') AND (main.Queue = '4' AND ( ( ( ObjectCustomFieldValues_1.Content LIKE '%Host Add Request%' OR ( ( ObjectCustomFieldValues_1.Content = '' OR ObjectCustomFieldValues_1.Content IS NULL ) AND ObjectCustomFieldValues_1.LargeContent LIKE '%Host Add Request%' ) ) ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY SUBSTR(Created,1,7) ' at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 Has anyone else run into this issue? Anyone found a workaround or solution? Thanks, Addam -- Addam Schroll IT Security and Privacy Analyst IT Networks & Security, Purdue University addam at purdue.edu From terence at deeproot.co.in Wed Mar 25 05:03:04 2009 From: terence at deeproot.co.in (Terence Monteiro) Date: Wed, 25 Mar 2009 14:33:04 +0530 Subject: [rt-users] Masson --> Permission denied In-Reply-To: <25415.195.53.109.62.1237970044.squirrel@webmail.altran.es> References: <25415.195.53.109.62.1237970044.squirrel@webmail.altran.es> Message-ID: <20090325090304.GC7275@deeproot.co.in> Hi, On Wed, Mar 25, 2009 at 09:34:04AM +0100, Alberto Villanueva wrote: > Good morning! > > mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at > /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Compiler/ToObject.pm line 107 > > My mason directory is that, and the group's user is "www". I have tried to > change to "apache" user, but that user doesn't exist. Do I have to create > it? If the user existed, I didn't remove :( :( > Are you using the Apache web server to run RT? You should set the directory owner as www or www-data. If nothing works, try setting the permission to 777 on the mason_date/obj directory, but for security, better to change it back to 2750 once you have determined which user RT runs as and set the owner and group appropriately. -- Regards, Terence. http://www.deeproot.in Ph: +91 (80) 4089 0000 From alberto.villanueva at altran.es Wed Mar 25 05:32:04 2009 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Wed, 25 Mar 2009 10:32:04 +0100 (CET) Subject: [rt-users] Masson --> Permission denied In-Reply-To: <20090325090304.GC7275@deeproot.co.in> References: <25415.195.53.109.62.1237970044.squirrel@webmail.altran.es> <20090325090304.GC7275@deeproot.co.in> Message-ID: <51417.195.53.109.62.1237973524.squirrel@webmail.altran.es> I resolved before Terence answers :), but I'm speaking to my Cliente. They are happy :) My solution was next: Give write permission to ownership group. Best regards, Alberto Terence Monteiro escribi?: > Hi, > > On Wed, Mar 25, 2009 at 09:34:04AM +0100, Alberto Villanueva wrote: >> Good morning! >> >> mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at >> /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Compiler/ToObject.pm line >> 107 >> >> My mason directory is that, and the group's user is "www". I have tried >> to >> change to "apache" user, but that user doesn't exist. Do I have to >> create >> it? If the user existed, I didn't remove :( :( >> > > Are you using the Apache web server to run RT? You should set the > directory owner as www or www-data. If nothing works, try setting the > permission to 777 on the mason_date/obj directory, but for security, > better to change it back to 2750 once you have determined which user RT > runs as and set the owner and group appropriately. > > -- > Regards, Terence. > http://www.deeproot.in > Ph: +91 (80) 4089 0000 > > From smibs at centrum.cz Wed Mar 25 07:10:25 2009 From: smibs at centrum.cz (=?ISO-8859-2?B?SmFuIFZs6Gluc2v9?=) Date: Wed, 25 Mar 2009 12:10:25 +0100 Subject: [rt-users] Procmail does not recognize existing queue name and does not allow to create a new ticket by e-mail - RESOLVED and Resume Message-ID: <318315f70903250410x52515822nc9e0e23b36e61a5c@mail.gmail.com> Yes, I can confirm, that the problem was caused by missconfiguration of qmail (missing accounts/aliases for newly created or renamed queues with changed addresses). Resume: Problem: after changing queue names and adding new queue names (all of them using e-mail addresses, which did not exist before), creation of new tickets via e-mail was not possible.Even thou web form allowed to create new ticket in those queues, incomming e-mail was either droped to default queue (if creation here was allowed) or ticket creation was denied and rejection e-mail was sent back. Cause: reason was, that new or changed queues used corresponding e-mails, which did not exists before and nobody created them. qmail was configured to use "catch all" accound default, processed by default queue, so all attempts to send e-mail to nonexisting e-mail account ersulted in hitting default e-mail account processed by default queue. Resoltuion: All missing e-mail accounts/aliases had to be created in qmail. Rule of thumb: List all queues in your RT (RT-Configuration-Queues), collect all configured e-mail accounts from column Addressand make sure, they do exists and are properly configured to pass incomming e-mail to RT . Note: Be sure, you know how to do proper qmail configuration. I made two mistakes: one was forgetting pipe in front of alias configuration, another was using uppercase letters in filename of alias configuration. Your mailing system might have some other surprises like those. You should concentrate on fixing mail server configuration and do not blame or search RT for some bugs. Jan Vl?insk? 2009/3/23 Jan Vl?insk? > Problem probably resolved (I will run the test tomorrow) > My RT administrator reminded me, that adding or renaming queue > correspondence address requires change or creation of those addresses in > qmail, we use. > > So the reason was (probably) missing e-mail account in the receiving mail > server, which passed unrecognized e-mail to default account processed by > default queue. > > I will confirm that tomorrow. > > Jan Vlcinsky > > 2009/3/22 Jan Vl?insk? > > Hi >> RT 3.8.2 on MySQL >> In some queues I am able to reply by e-mail, create ticket via web form, >> however, creation of ticket by sending e-mail fails with reply "No >> permission to create tickets in the queue 'default' " >> >> Log file shows this >> [Sat Mar 21 19:44:11 2009] [debug]: Mail from user #376 (smibs at centrum.cz) >> (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:75) >> [Sat Mar 21 19:44:11 2009] [crit]: No permission to create tickets in the >> queue 'default' (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) >> [Sat Mar 21 19:44:11 2009] [error]: Could not record email: Ticket >> creation failed: No permission to create tickets in the queue 'default' >> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) >> >> Creation of ticket by e-mail works only on some (maybe one) old queue, >> which did not change a name. >> >> It seems, like procmail does not recognize existence of specific queue, or >> does not find enough rights for creating a ticket there and tries to create >> it in the queue default. >> >> Situation seems quite similar to Fixing RT users described in >> http://vdt.cs.wisc.edu/internal/rt-user-fixes.html (however, I did not >> investigate database data yet). >> >> In my rt.log there are strange entries like: >> >> [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created >> without a CurrentUser. Any RT object which is subclass of RT::Base must be >> created with a RT::CurrentUser or a RT::User object as the first argument. >> (/opt/rt3/bin/../lib/RT/Base.pm:108) >> [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created >> without a CurrentUser. Any RT object which is subclass of RT::Base must be >> created with a RT::CurrentUser or a RT::User object as the first argument. >> (/opt/rt3/bin/../lib/RT/Base.pm:108) >> [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created >> without a CurrentUser. Any RT object which is subclass of RT::Base must be >> created with a RT::CurrentUser or a RT::User object as the first argument. >> (/opt/rt3/bin/../lib/RT/Base.pm:108) >> [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created >> without a CurrentUser. Any RT object which is subclass of RT::Base must be >> created with a RT::CurrentUser or a RT::User object as the first argument. >> (/opt/rt3/bin/../lib/RT/Base.pm:108) >> [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created >> without a CurrentUser. Any RT object which is subclass of RT::Base must be >> created with a RT::CurrentUser or a RT::User object as the first argument. >> (/opt/rt3/bin/../lib/RT/Base.pm:108) >> [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created >> without a CurrentUser. Any RT object which is subclass of RT::Base must be >> created with a RT::CurrentUser or a RT::User object as the first argument. >> (/opt/rt3/bin/../lib/RT/Base.pm:108) >> >> Today I was doing a lot of work with RT >> >> >> 1. creating many new queues (there were 25, now there are 50) >> 2. resetting group rights on the queues >> 3. reorganizing groups (for each type of queue I keep one group of >> requesters and one group of solvers) >> >> For manipulating queue names and group rights in queue I used JMeter to >> simulate HTTP POST. Resulting responses did not show any problems. >> >> I am thinking of cleaning the whole database (not in production yet), but >> I am afraid, I run into the same problem soon. >> >> At this moment I am not able to create a new queue, which allows me to >> create ticket directly there by e.mail. I tried to simplify situation, >> granted queue rights directly to a user, no help. >> >> Any Idea what to do? >> >> >> Jan Vlcinsky >> -- >> > -- Jan Vl?insk? tel: +420-597602024 mob: +420-608979040 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mr.vandeley at gmail.com Wed Mar 25 07:15:08 2009 From: mr.vandeley at gmail.com (Mr.Vandeley) Date: Wed, 25 Mar 2009 08:15:08 -0300 Subject: [rt-users] Fwd: RTFM articles for unprivileged user group In-Reply-To: References: <1b47fd660903180908w2cb3c20bh7c7566e5c74b4aab@mail.gmail.com> <87fa72960903200442q4f329f2eg278d6084cb12fd9a@mail.gmail.com> <93115CAD-EB58-4DDA-A8CD-3C6514EB066B@bestpractical.com> <1b47fd660903231835i575c69d5o98c7451124a3ab2e@mail.gmail.com> Message-ID: <1b47fd660903250415v750d487ble48de222e288608a@mail.gmail.com> On Tue, Mar 24, 2009 at 11:39 AM, Kevin Falcone wrote: > There have been bug fixes for this feature in svn > These will be available in the RT3.8.3 release and the > RTFM2.4.2 release. ?There is no set date for these > releases at this time > > -kevin ok, thanks for your answer. I appreciate it, because now, I can stop fighting with this and wait to RT3.8.3 and RTFM2.4.2. Cheers, From hanane.ourdani at gmail.com Wed Mar 25 07:18:08 2009 From: hanane.ourdani at gmail.com (hanane ourdani) Date: Wed, 25 Mar 2009 11:18:08 +0000 Subject: [rt-users] WorkFlow problems Message-ID: hi all, I try to add a workflow functionality to my RT, i followed the steps shown in this url http://rt.bestpractical.com/view/WorkFlow, In this steps : /opt/rt3/sbin/rt-setup-database --action insert \ --datafile /opt/rt3/local/etc/FieldRequired.install i get this wanning: [warning]: Use of uninitialized value $args{"datadir"} in concatenation (.) or string at /opt/rt3/sbin/rt-setup-database line 253, line 1. (/opt/rt3/sbin/rt-setup-database:253) Couldn't finish 'insert' step. and this error: ERROR: Couldn't load data from '/content' for import: ERROR:Can't locate /content in @INC (@INC contains: /opt/rt3/sbin/../local/lib /opt/rt3/local/plugins/RT-Extension-ActivityReports/lib /opt/rt3/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/sbin/../lib/RT/Handle.pm line 697, line 1. Please can you tell me how i can resolve this problem. -------------- next part -------------- An HTML attachment was scrubbed... URL: From hanane.ourdani at gmail.com Wed Mar 25 08:25:53 2009 From: hanane.ourdani at gmail.com (hanane ourdani) Date: Wed, 25 Mar 2009 12:25:53 +0000 Subject: [rt-users] how to transmit a value of custom field on an other custom field In-Reply-To: References: Message-ID: I try to add this "test: {$Ticket->FirstCustomFieldValue('Your Custom Field Name');}" on my template but that doesn't work, Can you help me please, 2009/3/24 hanane ourdani > Hi all, > > I'm looking for a way to add tickets automatically when a select a value of > a Custom field, I try to do this: > > > Condition: defined by user > Action: Create tickets > Template: Approved > Stage: TransactionCreate > > Condition: > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('test2') =~ /Oui/i); > return 1; > > Template: > > ===Create-Ticket: codereview > Subject: Code review for {$Tickets{'TOP'}->Subject} > Depended-On-By: TOP > Queue: Test > Type: approval > Content: Someone has created a ticket. you should review and approve it, so > they can finish their work > ENDOFCONTENT > > This allows to create a ticket automaticlly when i Select 'Oui' on Custom > Field 'test2', i need also to transmit automaticlly a value of an other > custom field when i select 'Oui' on Custom Field 'test2', please can you > tell me how i can do this? > > Thank you, > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From addam at purdue.edu Wed Mar 25 09:10:29 2009 From: addam at purdue.edu (Addam Schroll) Date: Wed, 25 Mar 2009 09:10:29 -0400 Subject: [rt-users] CreatedMonthly Graphs broken with Custom Field parameter? In-Reply-To: <07f901c9ad22$2267c890$673759b0$@com> References: <49BEBED3.4010601@purdue.edu> <07f901c9ad22$2267c890$673759b0$@com> Message-ID: <49CA2D45.70604@purdue.edu> Eynat, Thanks for the pointer. I applied your fix to my environment and it did indeed correct the issue. I'll keep an eye on the bug report to watch for an official fix later. Addam Eynat Nir Mishor wrote: > I,'m sorry I'm replying just now - I had a very large mailing list > backlog... > > I filed such a bug with BPS a few weeks ago. > It includes a fix for the problem (add hard-coded "main." prefix to some > fields in lib/RT/Report/Tickets.pm) > > http://rt3.fsck.com//Ticket/Display.html?id=13258 CreatedDaily (et al) > charts not working when query by CF or by requestor > (login with guest/guest) > > Eynat > > -----Original Message----- > From: Addam Schroll [mailto:addam at purdue.edu] > Sent: Monday, 16 March 2009 11:04 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] CreatedMonthly Graphs broken with Custom Field > parameter? > > I have a RT 3.8.2 instance setup and I like to use the CreatedMonthly > bar graph to see ticket histories. The graph, however, appears to break > if you try to use it with a search that includes a custom field parameter. > > For example, if I search for all tickets in our firewall queue with the > Request Type custom Field set to any valid value, I get a blank graph > with no totals at the bottom. I also see the following warnings in the > RT logs. > > [Mon Mar 16 20:56:28 2009] [warning]: DBD::mysql::st execute failed: > Column 'Created' in field list is ambiguous at > /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > (/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > > [Mon Mar 16 20:56:28 2009] [warning]: RT::Handle=HASH(0x985ec6c) > couldn't execute the query 'SELECT DISTINCT COUNT(main.id) AS id, > SUBSTR(Created,1,7) AS createdmonthly FROM Tickets main JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( > ObjectCustomFieldValues_1.CustomField = '7' ) AND ( > ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND ( > ObjectCustomFieldValues_1.Disabled = '0' ) AND ( > ObjectCustomFieldValues_1.ObjectId = main.id ) WHERE (main.Status != > 'deleted') AND (main.Queue = '4' AND ( ( ( > ObjectCustomFieldValues_1.Content LIKE '%Host Add Request%' OR ( ( > ObjectCustomFieldValues_1.Content = '' OR > ObjectCustomFieldValues_1.Content IS NULL ) AND > ObjectCustomFieldValues_1.LargeContent LIKE '%Host Add Request%' ) ) ) > ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP > BY SUBSTR(Created,1,7) ' at > /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 > > Has anyone else run into this issue? Anyone found a workaround or solution? > > Thanks, > Addam > > -- > Addam Schroll > IT Security and Privacy Analyst > IT Networks & Security, Purdue University > addam at purdue.edu > > From tut at nhamon.com.ua Wed Mar 25 09:38:23 2009 From: tut at nhamon.com.ua (Artem Naluzhnyy) Date: Wed, 25 Mar 2009 15:38:23 +0200 Subject: [rt-users] Magic dashboard Message-ID: <65dfa4fc0903250638r77b0a251g6cc6ed7da01a67e5@mail.gmail.com> Hi, I'd like to have a feature to let manager see what his people are working on. At the moment I have to create a set of saved searches for each user, configure per user dashboard and place the saved searches on it. It's quite hard to modify the saved searches/dashboards in a big company. The idea is to create saved searches with __CurrentUser__-like parameter and only one dashboard with these saved searches. Then somehow call the dashboard with a specific username as a parameter to replace the one from the saved searches. Suggestions? -- Artem Naluzhnyy From jul-rt at julbox.net Wed Mar 25 10:59:18 2009 From: jul-rt at julbox.net (jul) Date: Wed, 25 Mar 2009 15:59:18 +0100 (CET) Subject: [rt-users] BulkUpdate disappeared on rt3.8.2 Message-ID: <37736.213.41.242.148.1237993158.squirrel@squirrel.est-unique.net> Hello, After some "rights problems" due to umask 0007 when installing plugins, I finally installed - RTx::Statistics - EmailCompletion - Calendar - timeline - RightMatrix - CloneQueue But strangely : 1) BulkUpdate Disappeared 2) my SetPlugins was empty in RT_SiteConfig.pm but plugins were still functionnal (I wanted to test coupling between these fresh installs and Search templates). And as I am speaking RightMatrix and clone Queue are not in the SetPlugins but are fonctionnal (site RT_Config below) Could it be the problem ? My bet was a template disabled the BulkUpdate so I made diff -ur origrt3/share/html rt3/share/html and I found : Only in /opt/rt3/share/html/Search/Elements: autohandler Could it be the problem ? Could a dependancy problem have araised from my latest upgrade of perl modules ? Anyway, while waiting for any welcomed answers I am doing my next move : looking at all the makefile to see if any rt original file not in rt3/share have been damaged. Loaded perl modules Perl v5.10.0 under linux Apache::Session v1.86; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::Null v1.01; Apache::Session::Postgres v1.01; Apache::Session::Serialize::Base64 v1.01; Apache::Session::Store::DBI v1.02; Apache::Session::Store::Postgres v1.03; AutoLoader v5.63; base v2.13; bytes v1.03; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.08; CGI v3.29; CGI::Cookie v1.28; CGI::Util v1.5_01; Class::Accessor v0.31; Class::Accessor::Fast v0.31; Class::Container v0.12; Class::Data::Inheritable v0.08; Class::Inspector v1.23; Class::ReturnValue v0.55; Clone v0.28; constant v1.13; CSS::Squish v0.07; Cwd v3.2701; Data::Dumper v2.121_14; Date::Format v2.22; Date::Parse v2.27; DateTime v0.42; DateTime::Locale v0.35; DateTime::Set v0.25; DateTime::TimeZone v0.7701; DateTime::TimeZone::Floating v0.01; DateTime::TimeZone::Local v0.01; DateTime::TimeZone::OffsetOnly v0.02; DateTime::TimeZone::UTC v0.01; DBD::Pg v2.8.2; DBD::Sponge v12.010002; DBI v1.605; DBIx::SearchBuilder v1.53; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.1901; Devel::StackTraceFrame v1.1901; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.36_01; DynaLoader v1.08; Email::Address v1.889; Encode v2.23; Encode::Alias v2.07; Encode::Config v2.04; Encode::Encoding v2.05; Encode::Guess v2.02; Encode::Unicode v2.05; Errno v1.1; Exception::Class v1.24; Exception::Class::Base v1.2; Exporter v5.63; Exporter::Heavy v5.63; Fcntl v1.06; File::Basename v2.76; File::Glob v1.06; File::Path v2.04; File::ShareDir v0.05; File::Spec v3.2701; File::Spec::Unix v3.2701; File::Temp v0.18; FileHandle v2.01; GD v2.39; GD::Graph v1.44; GD::Graph::axestype v1.45; GD::Graph::bars v1.26; GD::Graph::colour v1.10; GD::Graph::Data v1.22; GD::Graph::Error v1.8; GD::Graph::pie v1.21; GD::Graph::utils v1.7; GD::Image v2.27; GD::Text v0.86; GD::Text::Align v1.18; GraphViz v2.03; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.36; HTML::Mason::CGIHandler v1.00; 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 v3.56; HTML::Scrubber v0.08; HTML::Tagset v3.20; HTML::TreeBuilder v3.23; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.23_01; IO::File v1.14; IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.02; IPC::Open3 v1.02; IPC::Run v0.80; JSON::Syck v0.29; List::Util v1.19; Locale::Maketext v1.12; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.66; Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.18; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v2.03; Mail::Field v2.03; Mail::Field::AddrList v2.03; Mail::Field::Date v2.03; Mail::Field::Generic v2.03; Mail::Header v2.03; Mail::Internet v2.03; Mail::Mailer v2.03; Mail::Util v2.03; MIME::Base64 v3.07_01; MIME::Body v5.426; MIME::Decoder v5.426; MIME::Decoder::Base64 v5.426; MIME::Decoder::Binary v5.426; MIME::Decoder::NBit v5.426; MIME::Decoder::QuotedPrint v5.426; MIME::Entity v5.426; MIME::Field::ContDisp v5.426; MIME::Field::ConTraEnc v5.426; MIME::Field::ContType v5.426; MIME::Field::ParamVal v5.426; MIME::Head v5.426; MIME::Parser v5.426; MIME::QuotedPrint v3.07; MIME::Tools v5.426; MIME::Words v5.426; Module::Versions::Report v1.05; overload v1.06; Params::Util v0.30; Params::Validate v0.91; PerlIO v1.04; PerlIO::scalar v0.05; POSIX v1.13; re v0.08; Regexp::Common v2.122; Regexp::Common::delimited v2.106; Regexp::Common::URI v2.110; Regexp::Common::URI::fax v2.102; Regexp::Common::URI::file v2.102; Regexp::Common::URI::ftp v2.103; Regexp::Common::URI::gopher v2.102; Regexp::Common::URI::http v2.103; Regexp::Common::URI::news v2.102; Regexp::Common::URI::pop v2.102; Regexp::Common::URI::prospero v2.102; Regexp::Common::URI::RFC1035 v2.102; Regexp::Common::URI::RFC1738 v2.106; Regexp::Common::URI::RFC1808 v2.102; Regexp::Common::URI::RFC2384 v2.104; Regexp::Common::URI::RFC2396 v2.102; Regexp::Common::URI::RFC2806 v2.102; Regexp::Common::URI::tel v2.102; Regexp::Common::URI::telnet v2.102; Regexp::Common::URI::tv v2.102; Regexp::Common::URI::wais v2.102; RT v3.8.2; RT::Interface::Email v2; RT::Interface::Web::Request v0.30; RTx::Calendar v0.06; RTx::EmailCompletion v0.05; Scalar::Util v1.19; SelectSaver v1.01; Set::Infinite v0.61; Socket v1.80; Storable v2.18; strict v1.04; Symbol v1.06; Sys::Syslog v0.22; Text::Autoformat v1.14.0; Text::Quoted v2.05; Text::Reform v1.12.2; Text::Tabs v2007.1117; Text::Template v1.44; Text::Wrapper v1.02; Tie::Hash v1.02; Time::HiRes v1.9711; Time::JulianDay v2003.1125; Time::Local v1.18; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; Tree::Simple v1.18; UNIVERSAL v1.04; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; URI::file v4.19; utf8 v1.07; vars v1.01; version v0.74; Want v0.18; warnings v1.06; warnings::register v1.01; XSLoader v0.08; YAML::Syck v1.05; RT Config MaxInlineBody 12000 OldestTransactionsFirst 1 UsernameFormat concise ShowUnreadMessageNotifications 1 WebDefaultStylesheet web2 MessageBoxRichText 1 PlainTextPre 0 MessageBoxRichTextHeight 200 MessageBoxWidth 72 MessageBoxHeight 15 ARRAY(0x8aa328) QuickCreate, Quicksearch, MyAdminQueues, MySupportQueues, MyReminders, RefreshHomepage, Dashboards ActiveStatus new, open, stalled Active_MakeClicky AmbiguousDayInFuture 0 AmbiguousDayInPast 0 AutoLogoff 0 CanonicalizeOnCreate 0 CanonicalizeRedirectURLs 0 CommentAddress tps-comment at ftth-sfr.net CorrespondAddress tps at ftth-sfr.net CustomFieldValuesSources DashboardAddress DashboardSubject %s Dashboard: %s DatabaseHost localhost DatabaseName rt3 DatabasePassword Password not printed DatabasePort DatabaseRTHost localhost DatabaseType Pg DatabaseUser rt_user DateDayBeforeMonth 1 DateTimeFormat DefaultFormat DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' DefaultSummaryRows 10 DevelMode 0 EmailCompletionUnprivileged Everybody EmailFrequency Individual messages EmailInputEncodings utf-8, iso-8859-1, us-ascii EmailOutputEncoding utf-8 EnableReminders 1 ExtractSubjectTagMatch Regexp ExtractSubjectTagNoMatch Regexp ForwardFromUser 0 FriendlyFromLineFormat "%s via RT" <%s> FriendlyToLineFormat "%s of rt.ftth-sfr.net Ticket #%s":; GnuPG Enable, 0, AllowEncryptDataInDB, 0, OutgoingMessagesFormat, RFC GnuPGOptions homedir, /opt/rt3/var/data/gpg HomepageComponents QuickCreate, Quicksearch, MyCalendar, MyAdminQueues, MySupportQueues, MyReminders, RefreshHomepage InactiveStatus resolved, rejected, deleted LexiconLanguages * LinkTransactionsRun1Scrip 0 LogDir /opt/rt3/var/log LogStackTraces LogToFile debug LogToFileNamed rt.log LogToScreen info LogToSyslog info LogToSyslogConf LogoURL /rt/NoAuth/images/bplogo.gif LoopsToRTOwner 1 MailCommand sendmailpipe MailParams MasonParameters MaxAttachmentSize 10000000 MessageBoxIncludeSignature 1 MessageBoxWrap HARD MinimumPasswordLength 5 NetServerOptions NotifyActor 0 Organization ftth-sfr.net OwnerEmail root Plugins RTx::Statistics, RTx::Calendar, RTx::EmailCompletion PreviewScripMessages 0 RTAddressRegexp ^rt\@example.com$ RecordOutgoingEmail 1 RedistributeAutoGeneratedMessages privileged SMTPDebug 0 SelfServiceRegex Regexp SendmailArguments -oi -t SendmailBounceArguments -f "<>" SendmailPath /usr/sbin/sendmail ShowBccHeader 0 ShowTransactionImages 1 StandaloneMaxServers 1 StandaloneMaxSpareServers 0 StandaloneMinServers 1 StandaloneMinSpareServers 0 StrictLinkACL 1 Timezone CET UseFriendlyFromLine 1 UseFriendlyToLine 0 UseTransactionBatch 1 WebBaseURL XXXXXXXXXXXXXXXXXXXXX WebDomain localhost WebFlushDbCacheEveryRequest 1 WebImagesURL /rt/NoAuth/images/ WebNoAuthRegex Regexp WebPath /rt WebPort 80 WebSecureCookies 0 WebURL XXXXXXXXXXXXXXXXXXXXXXXXXXXX WikiImplicitLinks 0 rtname rt.ftth-sfr.net RT Variables RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::EmailCompletionLdapAttrShow mail RT::EmailCompletionLdapMinLength 4 RT::EmailCompletionSearch LIKE RT::EtcPath /opt/rt3/etc RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalLibPath /opt/rt3/local/lib RT::LocalPath /opt/rt3/local RT::LocalPluginPath /opt/rt3/local/plugins RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::SbinPath /opt/rt3/sbin RT::VERSION 3.8.2 RT::VarPath /opt/rt3/var Perl configuration Summary of my perl5 (revision 5 version 10 subversion 0) configuration: Platform: osname=linux, osvers=2.6.24-16-server, archname=x86_64-linux-gnu-thread-multi uname='linux yellow 2.6.24-16-server #1 smp thu apr 10 13:15:38 utc 2008 x86_64 gnulinux ' config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=x86_64-linux-gnu -Dprefix=/usr -Dprivlib=/usr/share/perl/5.10 -Darchlib=/usr/lib/perl/5.10 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.10.0 -Dsitearch=/usr/local/lib/perl/5.10.0 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Ud_ualarm -Uusesfio -Uusenm -DDEBUGGING=-g -Doptimize=-O2 -Duseshrplib -Dlibperl=libperl.so.5.10.0 -Dd_dosuid -des' hint=recommended, useposix=true, d_sigaction=define useithreads=define, usemultiplicity=define useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef use64bitint=define, use64bitall=define, uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2 -g', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include' ccversion='', gccversion='4.3.2', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib /lib64 /usr/lib64 libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt perllibs=-ldl -lm -lpthread -lc -lcrypt libc=/lib/libc-2.8.90.so, so=so, useshrplib=true, libperl=libperl.so.5.10.0 gnulibc_version='2.8.90' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -L/usr/local/lib' Perl Include Paths (@INC) /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RTx-Calendar/lib /opt/rt3/local/plugins/RTx-EmailCompletion/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . -- Julien Tayon // digital craftsman // making things simpler (when possible) A triangle which has an angle of 135 degrees is called an obscene triangle. From dh3 at sanger.ac.uk Wed Mar 25 11:08:21 2009 From: dh3 at sanger.ac.uk (Dave Holland) Date: Wed, 25 Mar 2009 15:08:21 +0000 Subject: [rt-users] sort order of users (while adding to a group) Message-ID: <20090325150821.GA14291@sanger.ac.uk> When adding a user to a group, the list of users available to be added is sorted by "Name" but apparently presented as "Realname". That results in a confusingly non-sorted list if - as in our situation - users' "Name" is their login name which might not match the name they use, e.g. login name "ab1" (from "Anthony Bloggs") but the Realname is "Tony Bloggs" will be sorted amongst the names beginning with "A". Here's a patch to Admin/Elements/SelectNewGroupMembers which achieves sorting by Realname. If there's no Realname set then the Name shows instead. --- /opt/rt3/share/html/Admin/Elements/SelectNewGroupMembers 2009-02-03 11:53:01.000000000 +0000 +++ /opt/rt3/local/plugins/RTx-Sanger-SortUsersByRealname/html/Admin/Elements/SelectNewGroupMembers 2009-03-25 14:52:25.000000000 +0000 @@ -84,6 +84,7 @@ ENTRYAGGREGATOR => 'AND' ); $users->LimitToPrivileged(); +$users->OrderBy( FIELD => $UserOrderBy, ORDER => $UserOrder ); my $groups = new RT::Groups($session{'CurrentUser'}); @@ -99,4 +100,6 @@ $Group $SkipUsers => {} $SkipGroups => {} +$UserOrderBy => 'RealName' +$UserOrder => 'ASC' Cheers, Dave -- ** Dave Holland ** Systems Support -- Infrastructure Management ** ** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK ** "You're out of your mind." "Yeah. Ain't it cool?" -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From kfcrocker at lbl.gov Wed Mar 25 13:00:07 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 25 Mar 2009 10:00:07 -0700 Subject: [rt-users] how to transmit a value of custom field on an other custom field In-Reply-To: References: Message-ID: <49CA6317.3050202@lbl.gov> Hanane, Try dropping the semicolon. It's not needed in a template. I insert all sorts of Ticket and Custom Field data in my templates and never use the semi-colon. Hope this helps. Kenn LBNL On 3/25/2009 5:25 AM, hanane ourdani wrote: > I try to add this "test: {$Ticket->FirstCustomFieldValue('Your Custom > Field Name');}" on my template but that doesn't work, > > Can you help me please, > > > 2009/3/24 hanane ourdani > > > Hi all, > > I'm looking for a way to add tickets automatically when a select a > value of a Custom field, I try to do this: > > > Condition: defined by user > Action: Create tickets > Template: Approved > Stage: TransactionCreate > > Condition: > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('test2') =~ /Oui/i); > return 1; > > Template: > > ===Create-Ticket: codereview > Subject: Code review for {$Tickets{'TOP'}->Subject} > Depended-On-By: TOP > Queue: Test > Type: approval > Content: Someone has created a ticket. you should review and > approve it, so they can finish their work > ENDOFCONTENT > > This allows to create a ticket automaticlly when i Select 'Oui' on > Custom Field 'test2', i need also to transmit automaticlly a value > of an other custom field when i select 'Oui' on Custom Field > 'test2', please can you tell me how i can do this? > > Thank you, > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From razvan.cosma at gmail.com Wed Mar 25 14:37:31 2009 From: razvan.cosma at gmail.com (Razvan Cosma) Date: Wed, 25 Mar 2009 20:37:31 +0200 Subject: [rt-users] text display of html messages Message-ID: Hello, An awful lot of the messages we receive are generated by Outlook and Entourage users. The kind of HTML these applications output is well known, and the very fact that after being parsed I actually see anything as "text/plain" is good enough. A much needed improvement would be for RT to remove extraneous blank lines and force wrapping at the window width specified in my preferences dialog. Right now, after 10-15 message exchanges, with the requestor quoting everything on reply, I get 1. Tens if not hundreds of

and
with the text wrapped at 72 chars, no matter how many > > > characters precede it. That is an > and a space for every reply, which after 10 replies leave room for only 52 characters on a line or 2. Long lines that don't wrap, either displayed as 

 or with every space
turned into   making the text painful to read
Any hints on where I should look to change the HTML->text conversion
routines?

Thank you
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From razvan.cosma at gmail.com  Wed Mar 25 14:44:17 2009
From: razvan.cosma at gmail.com (Razvan Cosma)
Date: Wed, 25 Mar 2009 20:44:17 +0200
Subject: [rt-users] text display of html messages
In-Reply-To: 
References: 
Message-ID: 

As an example of such a RT conversation, I just noticed one reply in this
very forum, which is simply unreadable:

> > > > > Subject: RE: [rt-users] Trying to track a
> > bug with WYSIWYG
> > > editor,IE7
> > > > > and RTx-EmailCompletion
> > > > >
> > > > > Hmmm... odd that I dont get the error when I
> > remove RTx-
> > > > > EmailCompletion, but you're not using
> > it. What other extensions are
> > > > you
> > > > > using? Do you still get this problem if they
> > are disabled?
> > > > >
> > > > > Mine is getting truncated at 319 characters
> > on every one. I never
> > > > > noticed it before.
> > > > >
> > > > > Looks like my JavaScript error is unrelated.
> > Its a RTx-
> > > > EmailCompletion
> > > > > specific error that, so nothing to do with
> > the truncation.
> > > > >
> > > > >
> > > > >


On Wed, Mar 25, 2009 at 8:37 PM, Razvan Cosma wrote:

>  Hello,
> An awful lot of the messages we receive are generated by Outlook and
> Entourage users. The kind of HTML these applications output is well known,
> and the very fact that after being parsed I actually see anything as
> "text/plain" is good enough. A much needed improvement would be for RT  to
> remove extraneous blank lines and force wrapping at the window width
> specified in my preferences dialog. Right now, after 10-15 message
> exchanges, with the requestor quoting everything on reply, I get
> 1. Tens if not hundreds of 
 and 
 with the text wrapped at 72 chars,
> no matter how many > > > characters precede it. That is an > and a space
> for every reply, which after 10 replies leave room for only 52 characters on
> a line
> or
> 2. Long lines that don't wrap, either displayed as 
 or with every
> space turned into   making the text painful to read
> Any hints on where I should look to change the HTML->text conversion
> routines?
>
> Thank you
>
>
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From jbaker at wgm.us  Wed Mar 25 15:44:20 2009
From: jbaker at wgm.us (Jon Baker)
Date: Wed, 25 Mar 2009 14:44:20 -0500
Subject: [rt-users] Approvals question
Message-ID: <1E7E6A5B-EF79-408F-9D6F-D006F679D310@wgm.us>

I have several queues that are set up for approvals, which I have  
working great.  However, I'd like to change the behavior somewhat but  
am not sure how to do it.

What we want is to have a group or groups set up as AdminCC (or  
similar functionality) for the queue, but cannot see the ticket until  
it is approved.  I have been able to do this by adding a bunch of code  
to add a group as AdminCC in the scrip that resolves the approval  
ticket, but it is becoming very difficult to manage, especially if I  
want to have more than one group added as AdminCC when the ticket is  
approved.  Is there a simpler way to hide a ticket from a group before  
it is approved?
-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From mleon at wirewatchers.com  Wed Mar 25 17:20:14 2009
From: mleon at wirewatchers.com (=?ISO-8859-1?Q?Max_Le=F3n?=)
Date: Wed, 25 Mar 2009 15:20:14 -0600
Subject: [rt-users] Error with RT::Authen::ExtenalAuth against Active
	Directory W2k3
Message-ID: 

Hi,
I'm attempting to deploy RT(3.8.2) on a Centos5.2(apache 2.2.3) with
authentication against AD and local database users.
I have the machine joined to the AD domain I need to and with
WebExternalAuth and BasicAuth works well but locks the root account out so I
went for the RT::Authen::ExternalAuth option.

I'm almost there, I've installed the RT::Authen::ExternalAuth (0.0.8)module
from CPAN (I had to force it) and add the proper configuration on the
RT_SiteConfig.pm.
The problem is that is thoughing at me an error I've not been able to find
in any of the other resources to try to resolv this error:
On the browser:

Can't locate object method "host" via package "URI::_generic" at
/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190, line 323.

On the rt.log, in debug mode:

[Wed Mar 25 20:58:26 2009] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)

[Wed Mar 25 20:58:26 2009] [debug]: Calling UserExists with $username
(max.leon) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Wed Mar 25 20:58:26 2009] [debug]: UserExists params:
username: max.leon , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Wed Mar 25 20:58:26 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=Person)(sAMAccountName=max.leon)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Wed Mar 25 20:58:26 2009] [debug]: Password validation required for service
- Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Wed Mar 25 20:58:26 2009] [debug]: Trying external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Wed Mar 25 20:58:26 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(sAMAccountName=max.leon)(objectClass=Person)) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Wed Mar 25 20:58:26 2009] [debug]: Found LDAP DN: CN=Max
Leon,CN=Users,DC=cr,DC=digitalarbor,DC=com
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Wed Mar 25 20:58:26 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth
External Auth OK ( My_LDAP ): max.leon
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Wed Mar 25 20:58:26 2009] [debug]: LDAP password validation result: 1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Wed Mar 25 20:58:26 2009] [debug]: Password Validation Check Result:  1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Wed Mar 25 20:58:26 2009] [debug]: Authentication successful. Now updating
user information and attempting login.
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179)
[Wed Mar 25 20:58:26 2009] [warning]: DBD::mysql::db selectall_hashref
failed: Unknown column 'disabled' in 'field list' at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
line 279,  line 514.
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:279)
[Wed Mar 25 20:58:26 2009] [warning]: Issuing rollback() for database handle
being DESTROY'd without explicit disconnect() at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
line 279,  line 514.
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:279)


As you can see the auth succeeds but then gives me this error, now the local
root account can access the system without any problems.
Any help will be more than appreciated.


Cheers!

Max Leon
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From john at iastate.edu  Wed Mar 25 17:47:04 2009
From: john at iastate.edu (John Hascall)
Date: Wed, 25 Mar 2009 16:47:04 CDT
Subject: [rt-users] External Auth vs. command line
Message-ID: <22067.1238017624@malison.ait.iastate.edu>


The rt command line client was just choking on the
HTTP 302 redirect (to pubcookie for the external auth).
What I ended up doing was creating a clone of the
apache virtual host config for the rt tree with a
non-pubcookied version with access restricted to 127.0.0.1.

So, is this actually a reasonable approach or have
I somehow overlooked the right way to handle this?

(RT3.8.1 on NetBSD 3.1 if it matters)

Thanks,
John Hascall
Network Infrastructure
Iowa State Univ


From toml at bitstatement.net  Wed Mar 25 18:18:57 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 25 Mar 2009 15:18:57 -0700
Subject: [rt-users] External Auth vs. command line
In-Reply-To: <22067.1238017624@malison.ait.iastate.edu>
References: <22067.1238017624@malison.ait.iastate.edu>
Message-ID: <49CAADD1.2010402@bitstatement.net>

John Hascall wrote:
> The rt command line client was just choking on the
> HTTP 302 redirect (to pubcookie for the external auth).
> What I ended up doing was creating a clone of the
> apache virtual host config for the rt tree with a
> non-pubcookied version with access restricted to 127.0.0.1.
> 
> So, is this actually a reasonable approach or have
> I somehow overlooked the right way to handle this?
> 
> (RT3.8.1 on NetBSD 3.1 if it matters)

Better to fix rt CLI to handle external auth cases, although I'm not sure
how it wouldn't.  Authentication should be transparent to a REST client, yes?

For your solution you have to be on the RT system to use rt CLI, which isn't
necessarily always desirable.  If we actually used external auth here, I'm
sure I would have submitted a patch by now. :)

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

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


From john at iastate.edu  Wed Mar 25 18:29:24 2009
From: john at iastate.edu (John Hascall)
Date: Wed, 25 Mar 2009 17:29:24 CDT
Subject: [rt-users] External Auth vs. command line
In-Reply-To: Your message of Wed, 25 Mar 2009 15:18:57 -0700.
	<49CAADD1.2010402@bitstatement.net> 
Message-ID: <22404.1238020164@malison.ait.iastate.edu>


> John Hascall wrote:
> > The rt command line client was just choking on the
> > HTTP 302 redirect (to pubcookie for the external auth).
> > What I ended up doing was creating a clone of the
> > apache virtual host config for the rt tree with a
> > non-pubcookied version with access restricted to 127.0.0.1.
> > 
> > So, is this actually a reasonable approach or have
> > I somehow overlooked the right way to handle this?
> > 
> > (RT3.8.1 on NetBSD 3.1 if it matters)

> Better to fix rt CLI to handle external auth cases, although I'm not sure
> how it wouldn't.  Authentication should be transparent to a REST client, yes?

  I can't think of any decent way to do this portably.

  Sure, the CLI could recognize the 302-redirect,
  refetch, handle the cookie business, etc,
  but when it finally gets to the login form,
  it would have to parse it to figure out what
  form variables get the username and password
  and which button is the login and so on.

> For your solution you have to be on the RT system to use rt CLI, which isn't
> necessarily always desirable.  If we actually used external auth here, I'm
> sure I would have submitted a patch by now. :)

  Being on the RT server is not an issue for us,
  but as a general case, I see your point.


John


From terence at deeproot.co.in  Thu Mar 26 00:38:18 2009
From: terence at deeproot.co.in (Terence Monteiro)
Date: Thu, 26 Mar 2009 10:08:18 +0530
Subject: [rt-users] Error with RT::Authen::ExtenalAuth against
	Active	Directory W2k3
In-Reply-To: 
References: 
Message-ID: <20090326043818.GA6776@deeproot.co.in>

On Wed, Mar 25, 2009 at 03:20:14PM -0600, Max Le?n wrote:
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
> [Wed Mar 25 20:58:26 2009] [debug]: Authentication successful. Now updating
> user information and attempting login.
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179)
> [Wed Mar 25 20:58:26 2009] [warning]: DBD::mysql::db selectall_hashref
> failed: Unknown column 'disabled' in 'field list' at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
> line 279,  line 514.
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:279)
> [Wed Mar 25 20:58:26 2009] [warning]: Issuing rollback() for database handle
> being DESTROY'd without explicit disconnect() at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
> line 279,  line 514.
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:279)
> 
> As you can see the auth succeeds but then gives me this error, now the local
> root account can access the system without any problems.
> Any help will be more than appreciated.
> 

The log says that RT::Authen::ExternalAuth is trying MySQL
authentication also. Remove My_MySQL and My_SSO_Cookie from
$ExternalAuthPriority and $ExternalInfoPriority in your RT_SiteConfig.pm
and try. I setup this plugin for OpenLDAP server, for which
configuration differs marginally from Active Directory.

-- 
Regards, Terence.
i-hack GNU/Linux at DeepRoot Linux



From hir0pr0tagoni3t at googlemail.com  Thu Mar 26 06:41:45 2009
From: hir0pr0tagoni3t at googlemail.com (Hiro Protagonist)
Date: Thu, 26 Mar 2009 10:41:45 +0000
Subject: [rt-users] Changing appearance and UI elements
In-Reply-To: <1E7E6A5B-EF79-408F-9D6F-D006F679D310@wgm.us>
References: <1E7E6A5B-EF79-408F-9D6F-D006F679D310@wgm.us>
Message-ID: <1238064105.13256.12.camel@berlin>

Hi all,

Is there a document or HOWTO that describes how certain user elements
can be changed on the screens (e.g. hiding a dropdown box from view,
changing the names of labels from "request" to "ticket") ?
I have looked through the documentation but couldn't find anything
related to this subject. Are these changes made in a configuration file
somewhere or would the code have to be changed ?

Thanks in advance for your advice.

Regards,
hiro



From bertignac at gmail.com  Thu Mar 26 06:57:26 2009
From: bertignac at gmail.com (L B)
Date: Thu, 26 Mar 2009 11:57:26 +0100
Subject: [rt-users] Changing email subject to automatically update a ticket
Message-ID: 

Hello,

 I'm going to receive emails with this subject "FOO BAR  Changeset : 1234 FOO".

 I want to include this message into ticket #1234 if it exists, or
create a new ticket if it doesn't (discarding this number).

 I think the easiest way to do this, is changing the email subject
with a string at the beginning like [MY RT - #1234] so it will be
automatically processed by RT as a comment (or correspondance) of the
existing #1234 ticket.

 How can I rename the subject of the email before a ticket gets created ?
 - before rt-mailgate ?
 - in rt-mailgate ?
 - in a scrip ?

 I would prefer a scrip because everything will be stored in the DB
and I don't need a script in the file system

If I do this in a scrip, I don't have to use "onCreate" condition, but
probably  "User defined" because I want to do this before the creation
of a ticket. But how can I get the object subject in the scrip as no
ticket has been created yet ?

Thanks !
-- 
L.B.


From Richard.Foley at rfi.net  Thu Mar 26 08:21:06 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Thu, 26 Mar 2009 13:21:06 +0100
Subject: [rt-users] Custom Field select boxes erroneously displayed as
	multi-select...?
Message-ID: <200903261321.07172.Richard.Foley@rfi.net>

Hi folks,

I have a bunch of custom field select box popups, (a single selection from 
several possible pre-defined values), and they all display like multi-select 
popups.  The point is they look like multi-select popups, even though the 
behaviour is correctly single-select.  What I am looking for is a way to 
force these select popups to look like single-select popup menus.  Is there 
an obvious switch somewhere which defines this (currently incorrect) display 
behaviour, which I'm missing, does anyone know, please?  TIA.

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/


From josh at pha.jhu.edu  Thu Mar 26 08:56:24 2009
From: josh at pha.jhu.edu (Josh Greenberg)
Date: Thu, 26 Mar 2009 08:56:24 -0400
Subject: [rt-users] purging dead tickets
Message-ID: <49CB7B78.4050706@pha.jhu.edu>

I am in the middle of a rt2 to rt3 migration and I was wondering if its 
possible to purge all the dead tickets from the database easily. I'm 
sure I could perform a query that would find dead tickets in the Tickets 
table but I doubt that would get rid of all the other references to 
those tickets in other tables. I ask because more than half of our 
database is dead tickets sent in by spammers in the days before we had a 
good spam filter. It would be nice to trim it down to a reasonable size. 
Ideally, I'd like to get rid of all the users that are associated with 
these tickets as well. Is there a nice clean way to do this? Thanks.

Josh


From ktm at rice.edu  Thu Mar 26 09:01:03 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 26 Mar 2009 08:01:03 -0500
Subject: [rt-users] purging dead tickets
In-Reply-To: <49CB7B78.4050706@pha.jhu.edu>
References: <49CB7B78.4050706@pha.jhu.edu>
Message-ID: <20090326130103.GM8566@it.is.rice.edu>

On Thu, Mar 26, 2009 at 08:56:24AM -0400, Josh Greenberg wrote:
> I am in the middle of a rt2 to rt3 migration and I was wondering if its 
> possible to purge all the dead tickets from the database easily. I'm 
> sure I could perform a query that would find dead tickets in the Tickets 
> table but I doubt that would get rid of all the other references to 
> those tickets in other tables. I ask because more than half of our 
> database is dead tickets sent in by spammers in the days before we had a 
> good spam filter. It would be nice to trim it down to a reasonable size. 
> Ideally, I'd like to get rid of all the users that are associated with 
> these tickets as well. Is there a nice clean way to do this? Thanks.
> 
> Josh

Josh,

It will be easier to just move to RT 3 and then run shredder from
there then to try and delete them in RT 2.

Cheers,
Ken


From tariq.doukkali at autoform.de  Thu Mar 26 09:19:01 2009
From: tariq.doukkali at autoform.de (Tariq Doukkali)
Date: Thu, 26 Mar 2009 14:19:01 +0100
Subject: [rt-users] create attachment by using skript
Message-ID: <192B76E92530564BAAB9DD78BAE565B740FEA655ED@chexchange.autoform.com>

Hello all,

I want create a new comment WITH ATTACHMENT to an EXISTING TICKET by using a script (Bash, php, perl ....).

How can I do that????

 A solution by using bash will be perfect !!!

Many thanks in advanced !!!

Tariq
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From falcone at bestpractical.com  Thu Mar 26 10:33:02 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 26 Mar 2009 10:33:02 -0400
Subject: [rt-users] purging dead tickets
In-Reply-To: <49CB7B78.4050706@pha.jhu.edu>
References: <49CB7B78.4050706@pha.jhu.edu>
Message-ID: 


On Mar 26, 2009, at 8:56 AM, Josh Greenberg wrote:

> I am in the middle of a rt2 to rt3 migration and I was wondering if  
> its
> possible to purge all the dead tickets from the database easily. I'm
> sure I could perform a query that would find dead tickets in the  
> Tickets
> table but I doubt that would get rid of all the other references to
> those tickets in other tables. I ask because more than half of our
> database is dead tickets sent in by spammers in the days before we  
> had a
> good spam filter. It would be nice to trim it down to a reasonable  
> size.
> Ideally, I'd like to get rid of all the users that are associated with
> these tickets as well. Is there a nice clean way to do this? Thanks.

$export_dead may do what you want during the export, but if
not shredding after you migrate to 3.8 would work.

-kevin


From TSwart at christa.com  Thu Mar 26 10:42:42 2009
From: TSwart at christa.com (Swart, Tom)
Date: Thu, 26 Mar 2009 10:42:42 -0400
Subject: [rt-users] RT stop sending emails
Message-ID: 

I have RT installed on Ubuntu 8.10 and have fetchmail configured pull
emails from an exchange server. Msmtp was installed to send emails but
that wasn't working so I went back and took a second look at postfix.
After changing the relay address I was flooded with all the emails that
RT had in its queue. So I figured I had it working. Then I created a
ticket with an external email address and the ticket was created but
from then on RT has not sent any emails. I was saying that it sent but
nothing was received and now it doesn't even say it was sent. There was
no configuration changes from the time it worked to the time of creating
the ticket with the external email address. Since then the only change
that was made was enabling ssl on apache. I'm not sure what could have
gone wrong. If there is any logs that could help let me know where they
are located because I'm not that proficient with Linux. Thanks

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From jul-rt at julbox.net  Thu Mar 26 10:51:22 2009
From: jul-rt at julbox.net (jul)
Date: Thu, 26 Mar 2009 15:51:22 +0100 (CET)
Subject: [rt-users] (solved) BulkUpdate conflicts with Timeline
In-Reply-To: <37736.213.41.242.148.1237993158.squirrel@squirrel.est-unique.net>
References: <37736.213.41.242.148.1237993158.squirrel@squirrel.est-unique.net>
Message-ID: <41451.82.238.40.94.1238079082.squirrel@squirrel.est-unique.net>

Hello,
in ./html/Callbacks/Timeline/Ticket/Elements/Tabs/Default

it was written
  $tabs->{"j"} = { path      => "Search/Timeline.html$args",
                   title     => loc('Timeline'),
                   separator => 1,
                 };
which is the default tab for BulkUpdate (Search->Elements->tabs).
Changing j to k resolve my problem. Looks like a bug to me.

it took me 2 days to code one octet. My worst productivity ever :(

Normaly other people are prone to have the same problem in 3.8.2.

Cheers.




From falcone at bestpractical.com  Thu Mar 26 11:34:44 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 26 Mar 2009 11:34:44 -0400
Subject: [rt-users] (solved) BulkUpdate conflicts with Timeline
In-Reply-To: <41451.82.238.40.94.1238079082.squirrel@squirrel.est-unique.net>
References: <37736.213.41.242.148.1237993158.squirrel@squirrel.est-unique.net>
	<41451.82.238.40.94.1238079082.squirrel@squirrel.est-unique.net>
Message-ID: 


On Mar 26, 2009, at 10:51 AM, jul wrote:

> Hello,
> in ./html/Callbacks/Timeline/Ticket/Elements/Tabs/Default
>
> it was written
>  $tabs->{"j"} = { path      => "Search/Timeline.html$args",
>                   title     => loc('Timeline'),
>                   separator => 1,
>                 };
> which is the default tab for BulkUpdate (Search->Elements->tabs).
> Changing j to k resolve my problem. Looks like a bug to me.
>
> it took me 2 days to code one octet. My worst productivity ever :(
>
> Normaly other people are prone to have the same problem in 3.8.2.

It looks like this was reported a while ago but the author hasn't
released a new version

http://rt.cpan.org/Public/Bug/Display.html?id=39729

-kevin


From change+lists.rt at nightwind.net  Thu Mar 26 12:15:52 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Thu, 26 Mar 2009 09:15:52 -0700
Subject: [rt-users] Changing appearance and UI elements
In-Reply-To: <1238064105.13256.12.camel@berlin>
References: <1E7E6A5B-EF79-408F-9D6F-D006F679D310@wgm.us>
	<1238064105.13256.12.camel@berlin>
Message-ID: <1238084152.2394.1307461163@webmail.messagingengine.com>

On Thu, 26 Mar 2009 10:41:45 +0000, "Hiro Protagonist"
 said:
> Is there a document or HOWTO that describes how certain user elements
> can be changed on the screens (e.g. hiding a dropdown box from view,
> changing the names of labels from "request" to "ticket") ?
> I have looked through the documentation but couldn't find anything
> related to this subject. Are these changes made in a configuration file
> somewhere or would the code have to be changed ?

Hiro (Greatest Swordfighter in the World) Protagonist,
Take a look at http://wiki.bestpractical.com/view/CleanlyCustomizeRT
Though each page isn't documented, you can copy the pages you want to
change into the /path/to/rt/local/html directory and make changes there
(be sure to wipe out the Mason cached pages in
/path/to/rt/var/mason_data after every change so it will load the new
page content).  Note that when you do this, if you upgrade RT you'll
want to copy the new pages over to local and apply your edits again to
incorporate any updates/fixes.


From mleon at wirewatchers.com  Thu Mar 26 12:18:14 2009
From: mleon at wirewatchers.com (=?ISO-8859-1?Q?Max_Le=F3n?=)
Date: Thu, 26 Mar 2009 10:18:14 -0600
Subject: [rt-users] Error with RT::Authen::ExtenalAuth against Active
	Directory W2k3
In-Reply-To: <20090326043818.GA6776@deeproot.co.in>
References: 
	<20090326043818.GA6776@deeproot.co.in>
Message-ID: 

Hi Terence,
Thanks for your reply, I'll try that right away, but I might have
misunderstood the concept here.  Isn't possible to keep both authentication
methods at the same time, check DB and if fails go to the AD?
I mean, that will be heaven so you can deal with customers both internal and
external.

On Wed, Mar 25, 2009 at 10:38 PM, Terence Monteiro
wrote:

> On Wed, Mar 25, 2009 at 03:20:14PM -0600, Max Le?n wrote:
> >
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
> > [Wed Mar 25 20:58:26 2009] [debug]: Authentication successful. Now
> updating
> > user information and attempting login.
> >
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179)
> > [Wed Mar 25 20:58:26 2009] [warning]: DBD::mysql::db selectall_hashref
> > failed: Unknown column 'disabled' in 'field list' at
> >
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
> > line 279,  line 514.
> >
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:279)
> > [Wed Mar 25 20:58:26 2009] [warning]: Issuing rollback() for database
> handle
> > being DESTROY'd without explicit disconnect() at
> >
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
> > line 279,  line 514.
> >
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:279)
> >
> > As you can see the auth succeeds but then gives me this error, now the
> local
> > root account can access the system without any problems.
> > Any help will be more than appreciated.
> >
>
> The log says that RT::Authen::ExternalAuth is trying MySQL
> authentication also. Remove My_MySQL and My_SSO_Cookie from
> $ExternalAuthPriority and $ExternalInfoPriority in your RT_SiteConfig.pm
> and try. I setup this plugin for OpenLDAP server, for which
> configuration differs marginally from Active Directory.
>
> --
> Regards, Terence.
> i-hack GNU/Linux at DeepRoot Linux
>
>
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From change+lists.rt at nightwind.net  Thu Mar 26 12:52:38 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Thu, 26 Mar 2009 09:52:38 -0700
Subject: [rt-users] Error with RT::Authen::ExtenalAuth against Active
 Directory W2k3
In-Reply-To: 
References: 
	<20090326043818.GA6776@deeproot.co.in>
	
Message-ID: <1238086358.10245.1307469153@webmail.messagingengine.com>

On Thu, 26 Mar 2009 10:18:14 -0600, "Max Le?n" 
said:
> Thanks for your reply, I'll try that right away, but I might have
> misunderstood the concept here.  Isn't possible to keep both authentication
> methods at the same time, check DB and if fails go to the AD?
> I mean, that will be heaven so you can deal with customers both internal
> and external.

I think you might be misunderstanding what the "DB" portion of
ExternalAuth does.  It does not utilize RT's internal authentication
which looks up users in RT's database, it allows you to look up
authentication information in a different SQL database.  With
ExternalAuth, if you only have LDAP configured and the LDAP auth lookup
fails then RT will fall back on its internal authentication and look up
internal users.


From kfcrocker at lbl.gov  Thu Mar 26 13:11:03 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 26 Mar 2009 10:11:03 -0700
Subject: [rt-users] Custom Field select boxes erroneously displayed as
 multi-select...?
In-Reply-To: <200903261321.07172.Richard.Foley@rfi.net>
References: <200903261321.07172.Richard.Foley@rfi.net>
Message-ID: <49CBB727.30903@lbl.gov>

Richard,


    I have some code that some generous person on this list gave me for 
turning "Select" CF's into drop-down boxes. Would that help?


Kenn
LBNL

On 3/26/2009 5:21 AM, Richard Foley wrote:
> Hi folks,
>
> I have a bunch of custom field select box popups, (a single selection from 
> several possible pre-defined values), and they all display like multi-select 
> popups.  The point is they look like multi-select popups, even though the 
> behaviour is correctly single-select.  What I am looking for is a way to 
> force these select popups to look like single-select popup menus.  Is there 
> an obvious switch somewhere which defines this (currently incorrect) display 
> behaviour, which I'm missing, does anyone know, please?  TIA.
>
>   



From toml at bitstatement.net  Thu Mar 26 13:11:03 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 26 Mar 2009 10:11:03 -0700
Subject: [rt-users] create attachment by using skript
In-Reply-To: <192B76E92530564BAAB9DD78BAE565B740FEA655ED@chexchange.autoform.com>
References: <192B76E92530564BAAB9DD78BAE565B740FEA655ED@chexchange.autoform.com>
Message-ID: <49CBB727.7040900@bitstatement.net>

Tariq Doukkali wrote:
> Hello all,
> 
> I want create a new comment WITH ATTACHMENT to an EXISTING TICKET by using a script (Bash, php, perl ....).
> 
> How can I do that????
> 
>  A solution by using bash will be perfect !!!

That's what rt command line is for.  It should be $RTHOME/bin/rt

/opt/rt/bin/rt comment ticket/123 -a /some/dir/file.txt

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

   http://www.bitstatement.net/
-- ============================




From mleon at wirewatchers.com  Thu Mar 26 13:32:53 2009
From: mleon at wirewatchers.com (=?ISO-8859-1?Q?Max_Le=F3n?=)
Date: Thu, 26 Mar 2009 11:32:53 -0600
Subject: [rt-users] Error with RT::Authen::ExtenalAuth against Active
	Directory W2k3
In-Reply-To: <1238086358.10245.1307469153@webmail.messagingengine.com>
References: 
	<20090326043818.GA6776@deeproot.co.in>
	
	<1238086358.10245.1307469153@webmail.messagingengine.com>
Message-ID: 

Thanks for the clarification, now is crystal clear.

Now, I did what you asked me to and well, that the error went away but I
have a new one.
Here it is what the browser displays:
Can't call method "as_string" on an undefined value at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 398, line 514.

While the RT log shows:[Thu Mar 26 17:27:19 2009] [debug]: Attempting to use
external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)

[Thu Mar 26 17:27:19 2009] [debug]: Calling UserExists with $username
(max.leon) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)

[Thu Mar 26 17:27:19 2009] [debug]: UserExists
params:

username: max.leon , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)

[Thu Mar 26 17:27:19 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=Person)(sAMAccountName=max.leon)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)

[Thu Mar 26 17:27:19 2009] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with:
Disabled: 0, EmailAddress: , Gecos: max.leon, Name: max.leon, Privileged: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)

[Thu Mar 26 17:27:19 2009] [debug]: Attempting to get user info using this
external service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)

[Thu Mar 26 17:27:19 2009] [debug]: Attempting to use this canonicalization
key: Name
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)

[Thu Mar 26 17:27:19 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=Person)(sAMAccountName=max.leon)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)

[Thu Mar 26 17:27:19 2009] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: ,
Country: , Disabled: 0, EmailAddress: max.leon at digitalarbor.com,
ExternalAuthId: max.leon, Gecos: max.leon, Name: max.leon, Organization: ,
Privileged: 0, RealName: Max Leon, State: , WorkPhone: 83646261, Zip:
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)

[Thu Mar 26 17:27:19 2009] [debug]: About to think about scrips for
transaction #31
(/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)

[Thu Mar 26 17:27:19 2009] [debug]: About to think about scrips for
transaction #32
(/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)

[Thu Mar 26 17:27:19 2009] [info]: Autocreated external user max.leon ( 28 )
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:132)

[Thu Mar 26 17:27:19 2009] [debug]: Loading new user ( max.leon ) into
current session
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:138)
[Thu Mar 26 17:27:19 2009] [debug]: Password validation required for service
- Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Thu Mar 26 17:27:19 2009] [debug]: Trying external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Thu Mar 26 17:27:19 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(sAMAccountName=max.leon)(objectClass=Person)) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Thu Mar 26 17:27:19 2009] [debug]: Found LDAP DN: CN=Max
Leon,CN=Users,DC=cr,DC=digitalarbor,DC=com
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Thu Mar 26 17:27:19 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth
External Auth OK ( My_LDAP ): max.leon
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Thu Mar 26 17:27:19 2009] [debug]: LDAP password validation result: 1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Thu Mar 26 17:27:19 2009] [debug]: Password Validation Check Result:  1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Thu Mar 26 17:27:19 2009] [debug]: Authentication successful. Now updating
user information and attempting login.
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179)
[Thu Mar 26 17:27:19 2009] [debug]: UserExists params:
username: max.leon , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Mar 26 17:27:19 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=Person)(sAMAccountName=max.leon)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Mar 26 17:27:19 2009] [debug]: UserExists params:
username: max.leon , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Mar 26 17:27:19 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=Person)(sAMAccountName=max.leon)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)

For what I can make out of this log, everything went well but I cannot
access RT, something that gets my attention is the fact that the LDAP Search
occurs more than once  but not sure if that is correct.

Thanks again for your advise.

On Thu, Mar 26, 2009 at 10:52 AM, Nick Kartsioukas <
change+lists.rt at nightwind.net > wrote:

> On Thu, 26 Mar 2009 10:18:14 -0600, "Max Le?n" 
> said:
> > Thanks for your reply, I'll try that right away, but I might have
> > misunderstood the concept here.  Isn't possible to keep both
> authentication
> > methods at the same time, check DB and if fails go to the AD?
> > I mean, that will be heaven so you can deal with customers both internal
> > and external.
>
> I think you might be misunderstanding what the "DB" portion of
> ExternalAuth does.  It does not utilize RT's internal authentication
> which looks up users in RT's database, it allows you to look up
> authentication information in a different SQL database.  With
> ExternalAuth, if you only have LDAP configured and the LDAP auth lookup
> fails then RT will fall back on its internal authentication and look up
> internal users.
>
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From Richard.Foley at rfi.net  Thu Mar 26 13:37:44 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Thu, 26 Mar 2009 18:37:44 +0100
Subject: [rt-users] Custom Field select boxes erroneously displayed as
	multi-select...?
In-Reply-To: <49CBB727.30903@lbl.gov>
References: <200903261321.07172.Richard.Foley@rfi.net> <49CBB727.30903@lbl.gov>
Message-ID: <200903261837.44942.Richard.Foley@rfi.net>

Hi Ken,

Yes please, that sounds perfect :-)

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Thursday 26 March 2009 18:11:03 Ken Crocker wrote:
> Richard,
> 
>     I have some code that some generous person on this list gave me for 
> turning "Select" CF's into drop-down boxes. Would that help?
> 
> 
> Kenn
> LBNL
> 
> On 3/26/2009 5:21 AM, Richard Foley wrote:
> > Hi folks,
> >
> > I have a bunch of custom field select box popups, (a single selection from 
> > several possible pre-defined values), and they all display like 
multi-select 
> > popups.  The point is they look like multi-select popups, even though the 
> > behaviour is correctly single-select.  What I am looking for is a way to 
> > force these select popups to look like single-select popup menus.  Is 
there 
> > an obvious switch somewhere which defines this (currently incorrect) 
display 
> > behaviour, which I'm missing, does anyone know, please?  TIA.
> >
> >   
>


From change+lists.rt at nightwind.net  Thu Mar 26 13:37:15 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Thu, 26 Mar 2009 10:37:15 -0700
Subject: [rt-users] Error with RT::Authen::ExtenalAuth against Active
 Directory W2k3
In-Reply-To: 
References: 
	<20090326043818.GA6776@deeproot.co.in>
	
	<1238086358.10245.1307469153@webmail.messagingengine.com>
	
Message-ID: <1238089035.18694.1307477459@webmail.messagingengine.com>

On Thu, 26 Mar 2009 11:32:53 -0600, "Max Le?n" 
said:
> Now, I did what you asked me to and well, that the error went away but I
> have a new one.
> Here it is what the browser displays:
> Can't call method "as_string" on an undefined value at
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
> line 398, line 514.

Ensure that you have valid LDAP search parameters defined for 'base',
'filter', and 'd_filter'.  In my configuration, I don't need to narrow
down the search any more than what I defined in my LDAP search base, so
I set 'filter' to '(objectClass=*)' and 'd_filter' to
'(objectClass=ThisWillNeverMatch)'.


From torsten.brumm at Kuehne-Nagel.com  Thu Mar 26 13:37:44 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 26 Mar 2009 18:37:44 +0100
Subject: [rt-users] Custom Field select boxes erroneously displayed
	asmulti-select...?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F933D8@w3hamboex11.ger.win.int.kn>

Sounds good, do you like to share this?

Torsten

----- Originalnachricht -----
Von: rt-users-bounces at lists.bestpractical.com 
An: Ken Crocker 
Cc: rt-users at lists.bestpractical.com 
Gesendet: Thu Mar 26 18:37:44 2009
Betreff: Re: [rt-users] Custom Field select boxes erroneously displayed asmulti-select...?

Hi Ken,

Yes please, that sounds perfect :-)

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Thursday 26 March 2009 18:11:03 Ken Crocker wrote:
> Richard,
> 
>     I have some code that some generous person on this list gave me for 
> turning "Select" CF's into drop-down boxes. Would that help?
> 
> 
> Kenn
> LBNL
> 
> On 3/26/2009 5:21 AM, Richard Foley wrote:
> > Hi folks,
> >
> > I have a bunch of custom field select box popups, (a single selection from 
> > several possible pre-defined values), and they all display like 
multi-select 
> > popups.  The point is they look like multi-select popups, even though the 
> > behaviour is correctly single-select.  What I am looking for is a way to 
> > force these select popups to look like single-select popup menus.  Is 
there 
> > an obvious switch somewhere which defines this (currently incorrect) 
display 
> > behaviour, which I'm missing, does anyone know, please?  TIA.
> >
> >   
>

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 TSwart at christa.com  Thu Mar 26 13:39:10 2009
From: TSwart at christa.com (Swart, Tom)
Date: Thu, 26 Mar 2009 13:39:10 -0400
Subject: [rt-users] RT stop sending emails
In-Reply-To: 
References: 
Message-ID: 

It is now saying that an email was sent in the history of the ticket and
the syslog shows that a email was sent, but nothing is received. It
calls msmtp and returns 74 then it says sent To: tswart at christa.com.

 

From: Swart, Tom 
Sent: Thursday, March 26, 2009 10:43 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT stop sending emails

 

I have RT installed on Ubuntu 8.10 and have fetchmail configured pull
emails from an exchange server. Msmtp was installed to send emails but
that wasn't working so I went back and took a second look at postfix.
After changing the relay address I was flooded with all the emails that
RT had in its queue. So I figured I had it working. Then I created a
ticket with an external email address and the ticket was created but
from then on RT has not sent any emails. I was saying that it sent but
nothing was received and now it doesn't even say it was sent. There was
no configuration changes from the time it worked to the time of creating
the ticket with the external email address. Since then the only change
that was made was enabling ssl on apache. I'm not sure what could have
gone wrong. If there is any logs that could help let me know where they
are located because I'm not that proficient with Linux. Thanks

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From change+lists.rt at nightwind.net  Thu Mar 26 13:47:56 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Thu, 26 Mar 2009 10:47:56 -0700
Subject: [rt-users] RT stop sending emails
In-Reply-To: 
References: 
	
Message-ID: <1238089676.20866.1307479189@webmail.messagingengine.com>

On Thu, 26 Mar 2009 13:39:10 -0400, "Swart, Tom" 
said:
> It is now saying that an email was sent in the history of the ticket and
> the syslog shows that a email was sent, but nothing is received. It
> calls msmtp and returns 74 then it says sent To: tswart at christa.com.

So you are back to using msmtp (previously you said you had changed to
Postfix after trying msmtp)?  Make sure msmtp is configured correctly,
it looks like it needs to have an external SMTP relay defined.  Check
/var/log/mail.log to see if there are any messages there about the
email's fate.


From TSwart at christa.com  Thu Mar 26 13:53:18 2009
From: TSwart at christa.com (Swart, Tom)
Date: Thu, 26 Mar 2009 13:53:18 -0400
Subject: [rt-users] RT stop sending emails
In-Reply-To: <1238089676.20866.1307479189@webmail.messagingengine.com>
References: 
	
	<1238089676.20866.1307479189@webmail.messagingengine.com>
Message-ID: 

I have gone back to using msmtp and have an external SMTP relay defined.
In the /var/log/mail.log file the only current entries are for the
results of my auto fetchmail cronjob. There is results from yesterday
when it was working but nothing from today.

-----Original Message-----
From: Nick Kartsioukas [mailto:change+lists.rt at nightwind.net] 
Sent: Thursday, March 26, 2009 1:48 PM
To: Swart, Tom; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT stop sending emails

On Thu, 26 Mar 2009 13:39:10 -0400, "Swart, Tom" 
said:
> It is now saying that an email was sent in the history of the ticket
and
> the syslog shows that a email was sent, but nothing is received. It
> calls msmtp and returns 74 then it says sent To: tswart at christa.com.

So you are back to using msmtp (previously you said you had changed to
Postfix after trying msmtp)?  Make sure msmtp is configured correctly,
it looks like it needs to have an external SMTP relay defined.  Check
/var/log/mail.log to see if there are any messages there about the
email's fate.


From Subbaraman.Venkateswaran at blackrock.com  Thu Mar 26 14:01:42 2009
From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman)
Date: Thu, 26 Mar 2009 14:01:42 -0400
Subject: [rt-users] Transferring CustomField Values from old to new on
	all	tickets in a queue
In-Reply-To: <49C3DE9E.5020104@lbl.gov>
References: 
	
	<49C3DE9E.5020104@lbl.gov>
Message-ID: 

Ken Thanks for your suggestions. Just thought of sharing the path we
took to fix this issue...
 
1. Basically we identified that one unique CF that we want across all
queues
2. Added it to the Queue
3. Ran a script to copy data from the old CF to the new CF on all
tickets in this queue. This we did it using a template that we found in
RT wiki
http://wiki.bestpractical.com/view/ImportCustomFieldValues
and basically used the HasEntry, AddCustomFieldValue methods from
objectcustomfieldvalues to accomplish this.
4. Detached the old CF from the Queue.
 
What we are planning is to do the same for all dup'ed CFs on all the
queue. Many one time effort but could pay us in long run on ease of
maintenance.
 
Thanks
Subba
 

________________________________

From: Ken Crocker [mailto:kfcrocker at lbl.gov] 
Sent: Friday, March 20, 2009 2:21 PM
To: Venkateswaran, Subbaraman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Transferring CustomField Values from old to new
on all tickets in a queue


Subbaraman,


    Yes. I've been thru this several times. Each time I found a better
way to do it. First off, you have to decide what the CF name will be for
ALL the queues that will be using it. Secondly, you have to have a
consensus on the values you will allow. Third, you create the NEW CF and
it's values. Now, if you have a CF that already exists and you want to
use it, then you still need to set up all the values. The last step is
to APPLY this particular CF to all the queues that will be using it.
Once that is done, set up some scripts (NOT scrips) that detail which
OLD CF"s should be WHAT VALUE for the NEW CF. Once that is done, you
execute each of those scripts for EACH queue by running a query to pull
ALL tickets of each queue (1 queue at a time) and use the "bulk update"
feature to set the new value for the new CF based on the
script/selection criteria for the OLD CF.
    For example. Let's say I have 3 CF's that are similar. I take CF1
and set up all the values I want it to have. If there are any values I
want to get rid of, I add the news ones first, then run a Search/Bulk
Update to change the values I want to get rid of to the new values.
Select all tickets where CF1 value = "X". Bulk Update the results to be
CF1 value = "Y". This would be the basic routine you walk thru for EACH
and EVERY value of CF2 and CF3 for Each Queue that uses CF2 and CF3, 1
Queue at a time.
    That should do it. There are no real shortcuts that I know of for
this kind of thing. You COULD use SQL and do this DIRECTLY to the
DataBase, but that get REAL messy and I do NOT recommend it.
    Hope this helps.


Kenn
LBNL

On 3/20/2009 7:42 AM, Venkateswaran, Subbaraman wrote: 

	We are using RT 3.6.4 and what we are trying to do is to
synchronize custom field across all queues and basically have one unique
custom field and type. Currently we have some CFs with the same name and
different types dupe'ed across all the queues. Is there a way we can
script around to move all the values from oldCF to new CF on all tickets
in a Queue ?

	For e.g.: 
	CF Name XYZ, Type: Enter multiple values 
	CF Name XYZ, Type: Text 
	Move all the values on XYZ(enter multiple values) to the CF
XYZ(Text) on all tickets in a Queue. 

	Once this is done we will disconnect the old CF XYZ(Enter
multiple values) from the Queue. 

	Thanks for your help 


	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 jesse at bestpractical.com  Thu Mar 26 14:04:44 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 26 Mar 2009 14:04:44 -0400
Subject: [rt-users] Custom Field select boxes erroneously displayed
	as	multi-select...?
In-Reply-To: <200903261321.07172.Richard.Foley@rfi.net>
References: <200903261321.07172.Richard.Foley@rfi.net>
Message-ID: <20090326180444.GC1365@17h.local>

> Hi folks,
> 
> I have a bunch of custom field select box popups, (a single selection from 
> several possible pre-defined values), and they all display like multi-select 
> popups.  The point is they look like multi-select popups, even though the 
> behaviour is correctly single-select.  What I am looking for is a way to 
> force these select popups to look like single-select popup menus.  Is there 
> an obvious switch somewhere which defines this (currently incorrect) display 

I'll quibble with "incorrect" - Though I'd be very happy if this were
per-field settable. 

share/html/Elements/EditCustomFieldSelect is the file you want.
and you're looking for the size= bit


> behaviour, which I'm missing, does anyone know, please?  TIA.
> 
> -- 
> Richard Foley
> Ciao - shorter than aufwiedersehen
> 
> http://www.rfi.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
> 


From kfcrocker at lbl.gov  Thu Mar 26 14:52:09 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 26 Mar 2009 11:52:09 -0700
Subject: [rt-users] Custom Field select boxes erroneously displayed as
 multi-select...?
In-Reply-To: <200903261837.44942.Richard.Foley@rfi.net>
References: <200903261321.07172.Richard.Foley@rfi.net> <49CBB727.30903@lbl.gov>
	<200903261837.44942.Richard.Foley@rfi.net>
Message-ID: <49CBCED9.1000501@lbl.gov>

Richard,


    I was given the following code to modify the way Custom Fileds are 
presented:

#   To modify the way certain Custom Fields are set up for entering data,
#   the following code should be *added* after line #76 and before the 
last "return"
#   command in the directory 
/$RTHOME/rt-3.6.4/local/html/Elements/*EditCustomField
#
***

 if ($Type eq "Text")
    {
     $Rows = 8;
     $Cols = 50;
     }
elsif ($Type eq "Wikitext")
    {
     $Rows = 8;
     $Cols = 50;
    }
elsif ($Type eq "Select" and $MaxValues == 1)
   {
    $Rows = 1;
    $Cols = 30;
   }

    Hope this helps.


Kenn
LBNL

On 3/26/2009 10:37 AM, Richard Foley wrote:
> Hi Ken,
>
> Yes please, that sounds perfect :-)
>
>   
-------------- next part --------------
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URL: 

From kfcrocker at lbl.gov  Thu Mar 26 14:57:29 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 26 Mar 2009 11:57:29 -0700
Subject: [rt-users] Transferring CustomField Values from old to new on
 all	tickets in a queue
In-Reply-To: 
References: 
	
	<49C3DE9E.5020104@lbl.gov>
	
Message-ID: <49CBD019.6050600@lbl.gov>

Subbaraman,


    You said you "added the CF to the Queue". If this CF will be used 
for ALL queues, then you should make it a "Global" CF. If you try to 
copy CF data from Queue 1, where it IS applied, to Queue 2, where it is 
NOT applied, you won't get the results you want. The CF has to be 
applied to ALL queues where it will be used. just a thought.


Kenn
LBNL

On 3/26/2009 11:01 AM, Venkateswaran, Subbaraman wrote:
> Ken Thanks for your suggestions. Just thought of sharing the path we 
> took to fix this issue...
>  
> 1. Basically we identified that one unique CF that we want across all 
> queues
> 2. Added it to the Queue
> 3. Ran a script to copy data from the old CF to the new CF on all 
> tickets in this queue. This we did it using a template that we found 
> in RT wiki
> http://wiki.bestpractical.com/view/ImportCustomFieldValues
> and basically used the HasEntry, AddCustomFieldValue methods from 
> objectcustomfieldvalues to accomplish this.
> 4. Detached the old CF from the Queue.
>  
> What we are planning is to do the same for all dup'ed CFs on all the 
> queue. Many one time effort but could pay us in long run on ease of 
> maintenance.
>  
> Thanks
> Subba
>  
>
> ------------------------------------------------------------------------
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Friday, March 20, 2009 2:21 PM
> *To:* Venkateswaran, Subbaraman
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Transferring CustomField Values from old to 
> new on all tickets in a queue
>
> Subbaraman,
>
>
>     Yes. I've been thru this several times. Each time I found a better 
> way to do it. First off, you have to decide what the CF name will be 
> for ALL the queues that will be using it. Secondly, you have to have a 
> consensus on the values you will allow. Third, you create the NEW CF 
> and it's values. Now, if you have a CF that already exists and you 
> want to use it, then you still need to set up all the values. The last 
> step is to APPLY this particular CF to all the queues that will be 
> using it. Once that is done, set up some scripts (NOT scrips) that 
> detail which OLD CF"s should be WHAT VALUE for the NEW CF. Once that 
> is done, you execute each of those scripts for EACH queue by running a 
> query to pull ALL tickets of each queue (1 queue at a time) and use 
> the "bulk update" feature to set the new value for the new CF based on 
> the script/selection criteria for the OLD CF.
>     For example. Let's say I have 3 CF's that are similar. I take CF1 
> and set up all the values I want it to have. If there are any values I 
> want to get rid of, I add the news ones first, then run a Search/Bulk 
> Update to change the values I want to get rid of to the new values. 
> Select all tickets where CF1 value = "X". Bulk Update the results to 
> be CF1 value = "Y". This would be the basic routine you walk thru for 
> EACH and EVERY value of CF2 and CF3 for Each Queue that uses CF2 and 
> CF3, 1 Queue at a time.
>     That should do it. There are no real shortcuts that I know of for 
> this kind of thing. You COULD use SQL and do this DIRECTLY to the 
> DataBase, but that get REAL messy and I do NOT recommend it.
>     Hope this helps.
>
>
> Kenn
> LBNL
>
> On 3/20/2009 7:42 AM, Venkateswaran, Subbaraman wrote:
>>
>> We are using RT 3.6.4 and what we are trying to do is to synchronize 
>> custom field across all queues and basically have one unique custom 
>> field and type. Currently we have some CFs with the same name and 
>> different types dupe'ed across all the queues. Is there a way we can 
>> script around to move all the values from oldCF to new CF on all 
>> tickets in a Queue ?
>>
>> For e.g.:
>> CF Name XYZ, Type: Enter multiple values
>> CF Name XYZ, Type: Text
>> Move all the values on XYZ(enter multiple values) to the CF XYZ(Text) 
>> on all tickets in a Queue.
>>
>> Once this is done we will disconnect the old CF XYZ(Enter multiple 
>> values) from the Queue.
>>
>> Thanks for your help
>>
>>
>> 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 Subbaraman.Venkateswaran at blackrock.com  Thu Mar 26 15:04:41 2009
From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman)
Date: Thu, 26 Mar 2009 15:04:41 -0400
Subject: [rt-users] Transferring CustomField Values from old to new on
	all	tickets in a queue
In-Reply-To: <49CBD019.6050600@lbl.gov>
References: 
	
	<49C3DE9E.5020104@lbl.gov>
	
	<49CBD019.6050600@lbl.gov>
Message-ID: 

Well it is not actually all queues. It is for those  queues that uses
that CF. For example we have a CF called "Release Summary"  and around 6
queues in our system uses this field. We copied the data from the
"Release Summary" CF (type enter multiple) to "Release Summary" CF (type
text) on all tickets in one particular queue. We did not copy CF values
from one queue to another. Finally once the copying is all completed, we
detached the "Release Summary" (type enter multiple) from the queue.
 
The actual problem was that when people copy/paste text into this field
R was showing them as dupes with bullets since it was of wrong type.
 
Thanks

________________________________

From: Ken Crocker [mailto:kfcrocker at lbl.gov] 
Sent: Thursday, March 26, 2009 2:57 PM
To: Venkateswaran, Subbaraman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Transferring CustomField Values from old to new
on all tickets in a queue


Subbaraman,


    You said you "added the CF to the Queue". If this CF will be used
for ALL queues, then you should make it a "Global" CF. If you try to
copy CF data from Queue 1, where it IS applied, to Queue 2, where it is
NOT applied, you won't get the results you want. The CF has to be
applied to ALL queues where it will be used. just a thought.


Kenn
LBNL

On 3/26/2009 11:01 AM, Venkateswaran, Subbaraman wrote: 

	Ken Thanks for your suggestions. Just thought of sharing the
path we took to fix this issue...
	 
	1. Basically we identified that one unique CF that we want
across all queues
	2. Added it to the Queue
	3. Ran a script to copy data from the old CF to the new CF on
all tickets in this queue. This we did it using a template that we found
in RT wiki
	http://wiki.bestpractical.com/view/ImportCustomFieldValues
	and basically used the HasEntry, AddCustomFieldValue methods
from objectcustomfieldvalues to accomplish this.
	4. Detached the old CF from the Queue.
	 
	What we are planning is to do the same for all dup'ed CFs on all
the queue. Many one time effort but could pay us in long run on ease of
maintenance.
	 
	Thanks
	Subba
	 

________________________________

	From: Ken Crocker [mailto:kfcrocker at lbl.gov] 
	Sent: Friday, March 20, 2009 2:21 PM
	To: Venkateswaran, Subbaraman
	Cc: rt-users at lists.bestpractical.com
	Subject: Re: [rt-users] Transferring CustomField Values from old
to new on all tickets in a queue
	
	
	Subbaraman,
	
	
	    Yes. I've been thru this several times. Each time I found a
better way to do it. First off, you have to decide what the CF name will
be for ALL the queues that will be using it. Secondly, you have to have
a consensus on the values you will allow. Third, you create the NEW CF
and it's values. Now, if you have a CF that already exists and you want
to use it, then you still need to set up all the values. The last step
is to APPLY this particular CF to all the queues that will be using it.
Once that is done, set up some scripts (NOT scrips) that detail which
OLD CF"s should be WHAT VALUE for the NEW CF. Once that is done, you
execute each of those scripts for EACH queue by running a query to pull
ALL tickets of each queue (1 queue at a time) and use the "bulk update"
feature to set the new value for the new CF based on the
script/selection criteria for the OLD CF.
	    For example. Let's say I have 3 CF's that are similar. I
take CF1 and set up all the values I want it to have. If there are any
values I want to get rid of, I add the news ones first, then run a
Search/Bulk Update to change the values I want to get rid of to the new
values. Select all tickets where CF1 value = "X". Bulk Update the
results to be CF1 value = "Y". This would be the basic routine you walk
thru for EACH and EVERY value of CF2 and CF3 for Each Queue that uses
CF2 and CF3, 1 Queue at a time.
	    That should do it. There are no real shortcuts that I know
of for this kind of thing. You COULD use SQL and do this DIRECTLY to the
DataBase, but that get REAL messy and I do NOT recommend it.
	    Hope this helps.
	
	
	Kenn
	LBNL
	
	On 3/20/2009 7:42 AM, Venkateswaran, Subbaraman wrote: 

		We are using RT 3.6.4 and what we are trying to do is to
synchronize custom field across all queues and basically have one unique
custom field and type. Currently we have some CFs with the same name and
different types dupe'ed across all the queues. Is there a way we can
script around to move all the values from oldCF to new CF on all tickets
in a Queue ?

		For e.g.: 
		CF Name XYZ, Type: Enter multiple values 
		CF Name XYZ, Type: Text 
		Move all the values on XYZ(enter multiple values) to the
CF XYZ(Text) on all tickets in a Queue. 

		Once this is done we will disconnect the old CF
XYZ(Enter multiple values) from the Queue. 

		Thanks for your help 


		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.
	


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  Thu Mar 26 15:58:25 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 26 Mar 2009 12:58:25 -0700
Subject: [rt-users] Transferring CustomField Values from old to new on
 all	tickets in a queue
In-Reply-To: 
References: 
	
	<49C3DE9E.5020104@lbl.gov>
	
	<49CBD019.6050600@lbl.gov>
	
Message-ID: <49CBDE61.3060009@lbl.gov>

Subbaraman,


    AH! I see. Sounds like you have it fixed now. Good luck.


Kenn
LBNL

On 3/26/2009 12:04 PM, Venkateswaran, Subbaraman wrote:
> Well it is not actually all queues. It is for those  queues that uses 
> that CF. For example we have a CF called "Release Summary"  and around 
> 6 queues in our system uses this field. We copied the data from the 
> "Release Summary" CF (type enter multiple) to "Release Summary" CF 
> (type text) on all tickets in one particular queue. We did not copy CF 
> values from one queue to another. Finally once the copying is all 
> completed, we detached the "Release Summary" (type enter multiple) 
> from the queue.
>  
> The actual problem was that when people copy/paste text into this 
> field R was showing them as dupes with bullets since it was of wrong type.
>  
> Thanks
>
> ------------------------------------------------------------------------
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Thursday, March 26, 2009 2:57 PM
> *To:* Venkateswaran, Subbaraman
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Transferring CustomField Values from old to 
> new on all tickets in a queue
>
> Subbaraman,
>
>
>     You said you "added the CF to the Queue". If this CF will be used 
> for ALL queues, then you should make it a "Global" CF. If you try to 
> copy CF data from Queue 1, where it IS applied, to Queue 2, where it 
> is NOT applied, you won't get the results you want. The CF has to be 
> applied to ALL queues where it will be used. just a thought.
>
>
> Kenn
> LBNL
>
> On 3/26/2009 11:01 AM, Venkateswaran, Subbaraman wrote:
>> Ken Thanks for your suggestions. Just thought of sharing the path we 
>> took to fix this issue...
>>  
>> 1. Basically we identified that one unique CF that we want across all 
>> queues
>> 2. Added it to the Queue
>> 3. Ran a script to copy data from the old CF to the new CF on all 
>> tickets in this queue. This we did it using a template that we found 
>> in RT wiki
>> http://wiki.bestpractical.com/view/ImportCustomFieldValues
>> and basically used the HasEntry, AddCustomFieldValue methods from 
>> objectcustomfieldvalues to accomplish this.
>> 4. Detached the old CF from the Queue.
>>  
>> What we are planning is to do the same for all dup'ed CFs on all the 
>> queue. Many one time effort but could pay us in long run on ease of 
>> maintenance.
>>  
>> Thanks
>> Subba
>>  
>>
>> ------------------------------------------------------------------------
>> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
>> *Sent:* Friday, March 20, 2009 2:21 PM
>> *To:* Venkateswaran, Subbaraman
>> *Cc:* rt-users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] Transferring CustomField Values from old to 
>> new on all tickets in a queue
>>
>> Subbaraman,
>>
>>
>>     Yes. I've been thru this several times. Each time I found a 
>> better way to do it. First off, you have to decide what the CF name 
>> will be for ALL the queues that will be using it. Secondly, you have 
>> to have a consensus on the values you will allow. Third, you create 
>> the NEW CF and it's values. Now, if you have a CF that already exists 
>> and you want to use it, then you still need to set up all the values. 
>> The last step is to APPLY this particular CF to all the queues that 
>> will be using it. Once that is done, set up some scripts (NOT scrips) 
>> that detail which OLD CF"s should be WHAT VALUE for the NEW CF. Once 
>> that is done, you execute each of those scripts for EACH queue by 
>> running a query to pull ALL tickets of each queue (1 queue at a time) 
>> and use the "bulk update" feature to set the new value for the new CF 
>> based on the script/selection criteria for the OLD CF.
>>     For example. Let's say I have 3 CF's that are similar. I take CF1 
>> and set up all the values I want it to have. If there are any values 
>> I want to get rid of, I add the news ones first, then run a 
>> Search/Bulk Update to change the values I want to get rid of to the 
>> new values. Select all tickets where CF1 value = "X". Bulk Update the 
>> results to be CF1 value = "Y". This would be the basic routine you 
>> walk thru for EACH and EVERY value of CF2 and CF3 for Each Queue that 
>> uses CF2 and CF3, 1 Queue at a time.
>>     That should do it. There are no real shortcuts that I know of for 
>> this kind of thing. You COULD use SQL and do this DIRECTLY to the 
>> DataBase, but that get REAL messy and I do NOT recommend it.
>>     Hope this helps.
>>
>>
>> Kenn
>> LBNL
>>
>> On 3/20/2009 7:42 AM, Venkateswaran, Subbaraman wrote:
>>>
>>> We are using RT 3.6.4 and what we are trying to do is to synchronize 
>>> custom field across all queues and basically have one unique custom 
>>> field and type. Currently we have some CFs with the same name and 
>>> different types dupe'ed across all the queues. Is there a way we can 
>>> script around to move all the values from oldCF to new CF on all 
>>> tickets in a Queue ?
>>>
>>> For e.g.:
>>> CF Name XYZ, Type: Enter multiple values
>>> CF Name XYZ, Type: Text
>>> Move all the values on XYZ(enter multiple values) to the CF 
>>> XYZ(Text) on all tickets in a Queue.
>>>
>>> Once this is done we will disconnect the old CF XYZ(Enter multiple 
>>> values) from the Queue.
>>>
>>> Thanks for your help
>>>
>>>
>>> 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.
>
> THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE 
> PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM 
> DISCLOSURE. If the reader of this message is not the intended 
> recipient, you are hereby notified that any dissemination, 
> distribution, copying or use of this message and any attachment is 
> strictly prohibited. If you have received this message in error, 
> please notify us immediately by replying to the message and 
> permanently delete it from your computer and destroy any printout thereof.
-------------- next part --------------
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From MarkRoedel at letu.edu  Thu Mar 26 15:50:35 2009
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 26 Mar 2009 14:50:35 -0500
Subject: [rt-users] refer users to an FAQ/KB?
Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A400293730E@rachael-reborn.letnet.net>

Our helpdesk guys would like to insert a step into the ticket creation
process that directs a user to a knowledge base or FAQ (bonus points if
it can select some likely articles based on keywords in the request)
before creating a ticket that would take any staff time.  (Or, as a Plan
B, using the ticket creation autoresponse to suggest some self-service
troubleshooting links selected from a knowledge base using keywords
taken from the request.)

Anyone doing anything similar?


--
Mark Roedel
Webmaster
LeTourneau University




From jpierce at cambridgeenergyalliance.org  Thu Mar 26 16:07:45 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 26 Mar 2009 16:07:45 -0400
Subject: [rt-users] refer users to an FAQ/KB?
In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A400293730E@rachael-reborn.letnet.net>
References: <0DD6BC9ABC0D2747AF8589AEA9722A400293730E@rachael-reborn.letnet.net>
Message-ID: 

On Thu, Mar 26, 2009 at 15:50, Roedel, Mark  wrote:
> Our helpdesk guys would like to insert a step into the ticket creation
> process that directs a user to a knowledge base or FAQ (bonus points if
> it can select some likely articles based on keywords in the request)
> before creating a ticket that would take any staff time. ?(Or, as a Plan
> B, using the ticket creation autoresponse to suggest some self-service
> troubleshooting links selected from a knowledge base using keywords
> taken from the request.)

First inclination would be to play with remote/ajaxy custom fields as the
basis for setting the "subject" of the ticket...

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


From mleon at wirewatchers.com  Thu Mar 26 16:22:29 2009
From: mleon at wirewatchers.com (=?ISO-8859-1?Q?Max_Le=F3n?=)
Date: Thu, 26 Mar 2009 14:22:29 -0600
Subject: [rt-users] Error with RT::Authen::ExtenalAuth against Active
	Directory W2k3
In-Reply-To: <1238089035.18694.1307477459@webmail.messagingengine.com>
References: 
	<20090326043818.GA6776@deeproot.co.in>
	
	<1238086358.10245.1307469153@webmail.messagingengine.com>
	
	<1238089035.18694.1307477459@webmail.messagingengine.com>
Message-ID: 

Thanks so much Nick.
That indeed did the trick and I have it ready.
Thanks for the clarification as well.

On Thu, Mar 26, 2009 at 11:37 AM, Nick Kartsioukas <
change+lists.rt at nightwind.net > wrote:

> On Thu, 26 Mar 2009 11:32:53 -0600, "Max Le?n" 
> said:
> > Now, I did what you asked me to and well, that the error went away but I
> > have a new one.
> > Here it is what the browser displays:
> > Can't call method "as_string" on an undefined value at
> >
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
> > line 398, line 514.
>
> Ensure that you have valid LDAP search parameters defined for 'base',
> 'filter', and 'd_filter'.  In my configuration, I don't need to narrow
> down the search any more than what I defined in my LDAP search base, so
> I set 'filter' to '(objectClass=*)' and 'd_filter' to
> '(objectClass=ThisWillNeverMatch)'.
>
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From kfcrocker at lbl.gov  Thu Mar 26 16:30:46 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 26 Mar 2009 13:30:46 -0700
Subject: [rt-users] Ticket Display too large
Message-ID: <49CBE5F6.7050406@lbl.gov>

To all,

    A wierd thing just happened to me in RT. The display of an 
individual ticket just went WIDE, big time. The system has been up all 
day and I have looked at several older tickets and all is well. They 
look like this:




    I just happend to create a couple NEW tickets today and now when I 
look at them, they look like this:



    With Reminders, etc pushed WAAAAY to the right. Does anyone have an 
idea as to what happened?


Kenn
LBNL
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From mleon at wirewatchers.com  Thu Mar 26 16:48:23 2009
From: mleon at wirewatchers.com (=?ISO-8859-1?Q?Max_Le=F3n?=)
Date: Thu, 26 Mar 2009 14:48:23 -0600
Subject: [rt-users] Error with RT::Authen::ExtenalAuth against Active
	Directory W2k3
In-Reply-To: 
References: 
	<20090326043818.GA6776@deeproot.co.in>
	
	<1238086358.10245.1307469153@webmail.messagingengine.com>
	
	<1238089035.18694.1307477459@webmail.messagingengine.com>
	
Message-ID: 

Hi again,
I have an odd situation still.
I made the mistake to claim victory before further testing, and here I am.
I can connect with the same user from the AD that I was testing before but
any new one gives me this error on the browser:

Can't locate object method "host" via package "URI::_generic" at
/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190.
Which takes me to this sub routine:
sub Redirect {
    my $redir_to = shift;
    untie $HTML::Mason::Commands::session;
    my $uri = URI->new($redir_to);
    my $server_uri = URI->new( RT->Config->Get('WebURL') );

    # If the user is coming in via a non-canonical
    # hostname, don't redirect them to the canonical host,
    # it will just upset them (and invalidate their credentials)
    # don't do this if $RT::CanoniaclRedirectURLs is true
    if (   !RT->Config->Get('CanonicalizeRedirectURLs')   <-- THIS IS THE
LINE OF THE ERROR
        && $uri->host eq $server_uri->host
        && $uri->port eq $server_uri->port )
    {
        if ( defined $ENV{HTTPS} and $ENV{'HTTPS'} eq 'on' ) {
            $uri->scheme('https');
        }
        else {
            $uri->scheme('http');
        }

        # [rt3.fsck.com #12716] Apache recommends use of $SERVER_HOST
        $uri->host( $ENV{'SERVER_HOST'} || $ENV{'HTTP_HOST'} );
        $uri->port( $ENV{'SERVER_PORT'} );
    }


While on the RT log I can see this:

[Thu Mar 26 20:35:31 2009] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)

[Thu Mar 26 20:35:31 2009] [debug]: Calling UserExists with $username
(evol.johnson) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)

[Thu Mar 26 20:35:31 2009] [debug]: UserExists
params:

username: evol.johnson , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)

[Thu Mar 26 20:35:31 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)

[Thu Mar 26 20:35:31 2009] [debug]: Password validation required for service
- Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)

[Thu Mar 26 20:35:31 2009] [debug]: Trying external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)

[Thu Mar 26 20:35:31 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(sAMAccountName=evol.johnson)(objectClass=*)) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)

[Thu Mar 26 20:35:31 2009] [debug]: Found LDAP DN: CN=Evol
Johnson,CN=Users,DC=cr,DC=digitalarbor,DC=com
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)

[Thu Mar 26 20:35:31 2009] [info]: My_LDAP AUTH FAILED evol.johnson (can't
bind: LDAP_INVALID_CREDENTIALS 49 )
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:82)

[Thu Mar 26 20:35:31 2009] [debug]: LDAP password validation result: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)

[Thu Mar 26 20:35:31 2009] [debug]: Password Validation Check Result:  0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)

[Thu Mar 26 20:35:31 2009] [debug]: Autohandler called ExternalAuth.
Response: (0, Password Invalid)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)

[Thu Mar 26 20:35:31 2009] [error]: FAILED LOGIN for evol.johnson from
192.168.0.71 (/opt/rt3/share/html/autohandler:268)
[Thu Mar 26 20:35:40 2009] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)

[Thu Mar 26 20:35:40 2009] [debug]: Calling UserExists with $username
(evol.johnson) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)

[Thu Mar 26 20:35:40 2009] [debug]: UserExists
params:

username: evol.johnson , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)

[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)

[Thu Mar 26 20:35:40 2009] [debug]: Password validation required for service
- Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)

[Thu Mar 26 20:35:40 2009] [debug]: Trying external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)

[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(sAMAccountName=evol.johnson)(objectClass=*)) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)

[Thu Mar 26 20:35:40 2009] [debug]: Found LDAP DN: CN=Evol
Johnson,CN=Users,DC=cr,DC=digitalarbor,DC=com
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)

[Thu Mar 26 20:35:40 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth
External Auth OK ( My_LDAP ): evol.johnson
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)

[Thu Mar 26 20:35:40 2009] [debug]: LDAP password validation result: 1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)

[Thu Mar 26 20:35:40 2009] [debug]: Password Validation Check Result:  1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)

[Thu Mar 26 20:35:40 2009] [debug]: Authentication successful. Now updating
user information and attempting login.
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179)

[Thu Mar 26 20:35:40 2009] [debug]: UserExists
params:

username: evol.johnson , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)

[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)

[Thu Mar 26 20:35:40 2009] [debug]: UserExists
params:

username: evol.johnson , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(objectClass=nomatch)(sAMAccountName=evol.johnson)) ==
Attrs: uid
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:398)
[Thu Mar 26 20:35:40 2009] [info]: User marked as ENABLED ( evol.johnson )
per External Service (0, That is already the current value)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274)
[Thu Mar 26 20:35:40 2009] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with:
Name: evol.johnson
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
[Thu Mar 26 20:35:40 2009] [debug]: Attempting to get user info using this
external service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
[Thu Mar 26 20:35:40 2009] [debug]: Attempting to use this canonicalization
key: Name
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Thu Mar 26 20:35:40 2009] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: ,
Country: , EmailAddress: , ExternalAuthId: evol.johnson, Gecos:
evol.johnson, Name: evol.johnson, Organization: , RealName: Evol
Johnson,State: , WorkPhone: , Zip:
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Thu Mar 26 20:35:40 2009] [debug]: UPDATED user ( evol.johnson ) from
External Service
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307)
[Thu Mar 26 20:35:40 2009] [info]: Successful login for evol.johnson from
192.168.0.71
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219)
[Thu Mar 26 20:35:40 2009] [debug]: Autohandler called ExternalAuth.
Response: (1, Successful login)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)


I'm not a coder so I cannot make much about this problem since I don't
understand what is the root of it.

Thanks again.


On Thu, Mar 26, 2009 at 2:22 PM, Max Le?n  wrote:

> Thanks so much Nick.
> That indeed did the trick and I have it ready.
> Thanks for the clarification as well.
>
>
> On Thu, Mar 26, 2009 at 11:37 AM, Nick Kartsioukas <
> change+lists.rt at nightwind.net > wrote:
>
>> On Thu, 26 Mar 2009 11:32:53 -0600, "Max Le?n" 
>> said:
>> > Now, I did what you asked me to and well, that the error went away but I
>> > have a new one.
>> > Here it is what the browser displays:
>> > Can't call method "as_string" on an undefined value at
>> >
>> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
>> > line 398, line 514.
>>
>> Ensure that you have valid LDAP search parameters defined for 'base',
>> 'filter', and 'd_filter'.  In my configuration, I don't need to narrow
>> down the search any more than what I defined in my LDAP search base, so
>> I set 'filter' to '(objectClass=*)' and 'd_filter' to
>> '(objectClass=ThisWillNeverMatch)'.
>>
>
>
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From jbaker at wgm.us  Thu Mar 26 16:56:17 2009
From: jbaker at wgm.us (Jon Baker)
Date: Thu, 26 Mar 2009 15:56:17 -0500
Subject: [rt-users] rt-mailgate changing subject
Message-ID: 

I just started using custom subject tags with my RT and now my rt- 
mailgate is changing the subject to strange things, putting the ticket  
tag into the subject.  Is there a setting to prevent the subject from  
being changed by rt-mailgate?


From jpierce at cambridgeenergyalliance.org  Thu Mar 26 17:00:51 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 26 Mar 2009 17:00:51 -0400
Subject: [rt-users] rt-mailgate changing subject
In-Reply-To: 
References: 
Message-ID: 

On Thu, Mar 26, 2009 at 16:56, Jon Baker  wrote:
> I just started using custom subject tags with my RT and now my rt-
> mailgate is changing the subject to strange things, putting the ticket
> tag into the subject. ?Is there a setting to prevent the subject from
> being changed by rt-mailgate?
You've not offered too much detail but

a) There is a scrip that detects subject changes
b) There are config settings (read the pod of RT_Config.pm) that define
    regexpen which test subjects to look for messages from/of RT.

The latter seem to be especially important to adjust whenever you alter
how subjects are formatted. See recent threads on ticket tags appearing
on the right side of the subject (a symptom of b)

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


From jbaker at wgm.us  Thu Mar 26 17:32:54 2009
From: jbaker at wgm.us (Jon Baker)
Date: Thu, 26 Mar 2009 16:32:54 -0500
Subject: [rt-users] rt-mailgate changing subject
In-Reply-To: 
References: 
	
Message-ID: 

Thanks, that looks like that was it.

It might be a good idea to put a notice or link next to the field for  
the custom subject tag in a future release, that doesn't seem (at  
least to me) like something I would have expected to have to set  
something in RT_SiteConfig for.

On Mar 26, 2009, at 4:00 PM, Jerrad Pierce wrote:

> On Thu, Mar 26, 2009 at 16:56, Jon Baker  wrote:
>> I just started using custom subject tags with my RT and now my rt-
>> mailgate is changing the subject to strange things, putting the  
>> ticket
>> tag into the subject.  Is there a setting to prevent the subject from
>> being changed by rt-mailgate?
> You've not offered too much detail but
>
> a) There is a scrip that detects subject changes
> b) There are config settings (read the pod of RT_Config.pm) that  
> define
>    regexpen which test subjects to look for messages from/of RT.
>
> The latter seem to be especially important to adjust whenever you  
> alter
> how subjects are formatted. See recent threads on ticket tags  
> appearing
> on the right side of the subject (a symptom of b)

-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

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From jbaker at wgm.us  Thu Mar 26 17:50:49 2009
From: jbaker at wgm.us (Jon Baker)
Date: Thu, 26 Mar 2009 16:50:49 -0500
Subject: [rt-users] rt-mailgate changing subject
In-Reply-To: 
References: 
	
Message-ID: 

Ok, I'm obviously doing something wrong...

I am putting this in my RT_SiteConfig.pm:

Set( $EmailSubjectTagRegex, qr/\Q($rtname|Alert)\E/i );

but when I reply to a ticket it now creates a new ticket.  If I change  
it to

Set( $EmailSubjectTagRegex, qr/\Q$rtname\E/i );

it behaves as normal.  Am I misunderstanding how this works?  That was  
directly out of the example, or so I thought.

On Mar 26, 2009, at 4:00 PM, Jerrad Pierce wrote:

> On Thu, Mar 26, 2009 at 16:56, Jon Baker  wrote:
>> I just started using custom subject tags with my RT and now my rt-
>> mailgate is changing the subject to strange things, putting the  
>> ticket
>> tag into the subject.  Is there a setting to prevent the subject from
>> being changed by rt-mailgate?
> You've not offered too much detail but
>
> a) There is a scrip that detects subject changes
> b) There are config settings (read the pod of RT_Config.pm) that  
> define
>    regexpen which test subjects to look for messages from/of RT.
>
> The latter seem to be especially important to adjust whenever you  
> alter
> how subjects are formatted. See recent threads on ticket tags  
> appearing
> on the right side of the subject (a symptom of b)
>
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.

-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From falcone at bestpractical.com  Thu Mar 26 18:33:51 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 26 Mar 2009 18:33:51 -0400
Subject: [rt-users] rt-mailgate changing subject
In-Reply-To: 
References: 
Message-ID: 

On Mar 26, 2009, at 4:56 PM, Jon Baker wrote:

> I just started using custom subject tags with my RT and now my rt-
> mailgate is changing the subject to strange things, putting the ticket
> tag into the subject.  Is there a setting to prevent the subject from
> being changed by rt-mailgate?

This sounds like a bug I fixed in trunk with the ExtractSubjectTag
action, but you didn't provide a lot of information to go on.

-kevin


From toml at bitstatement.net  Thu Mar 26 22:45:23 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 26 Mar 2009 19:45:23 -0700
Subject: [rt-users] ruby REST library -- release approved
Message-ID: <49CC3DC3.806@bitstatement.net>

I am pleased and excited to announce that I've been approved by ownership to
open source my ruby library for accessing the REST interface to RT.

I will release the code tomorrow when I get to the office.  It will include the
XML-RPC service as well.

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

   http://www.bitstatement.net/
-- ============================


From Richard.Foley at rfi.net  Fri Mar 27 03:22:26 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 27 Mar 2009 08:22:26 +0100
Subject: [rt-users] Custom Field select boxes erroneously displayed as
	multi-select...?
In-Reply-To: <49CBCED9.1000501@lbl.gov>
References: <200903261321.07172.Richard.Foley@rfi.net>
	<200903261837.44942.Richard.Foley@rfi.net>
	<49CBCED9.1000501@lbl.gov>
Message-ID: <200903270822.27315.Richard.Foley@rfi.net>

Hi Ken,

That did it (perfect) thanks very much indeed!

On Thursday 26 March 2009 19:04:44 Jesse wrote:
> I'll quibble with "incorrect" - Though I'd be very happy if this were
> per-field settable.
>
I concede on your quibble, although it would seem like a useful 
changable "default" setting on the customField creation page.

Patch anyone ?-)

--
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Thursday 26 March 2009 19:52:09 Ken Crocker wrote:
> Richard,
> 
> 
>     I was given the following code to modify the way Custom Fileds are 
> presented:
> 
> #   To modify the way certain Custom Fields are set up for entering data,
> #   the following code should be *added* after line #76 and before the 
> last "return"
> #   command in the directory 
> /$RTHOME/rt-3.6.4/local/html/Elements/*EditCustomField
> #
> ***
> 
>  if ($Type eq "Text")
>     {
>      $Rows = 8;
>      $Cols = 50;
>      }
> elsif ($Type eq "Wikitext")
>     {
>      $Rows = 8;
>      $Cols = 50;
>     }
> elsif ($Type eq "Select" and $MaxValues == 1)
>    {
>     $Rows = 1;
>     $Cols = 30;
>    }
> 
>     Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> On 3/26/2009 10:37 AM, Richard Foley wrote:
> > Hi Ken,
> >
> > Yes please, that sounds perfect :-)
> >
> >   
> 




From JoopvandeWege at mococo.nl  Fri Mar 27 03:28:58 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Fri, 27 Mar 2009 08:28:58 +0100
Subject: [rt-users] RT stop sending emails
In-Reply-To: 
References: 		<1238089676.20866.1307479189@webmail.messagingengine.com>
	
Message-ID: <49CC803A.8040205@mococo.nl>

Swart, Tom wrote:
> I have gone back to using msmtp and have an external SMTP relay defined.
> In the /var/log/mail.log file the only current entries are for the
> results of my auto fetchmail cronjob. There is results from yesterday
> when it was working but nothing from today.
>   
What you could try is see if msmtp has a -v (verbose) flag and manually 
send an email to see what the mailservers are telling each other. If it 
hasn't this then you could resort to:
telnet mailserver 25
And by hand do a conversation with it.
I've been having problems lately with Centos4.7 and its sendmail and 
each time it turned out that the other end didn't like my user at host.domain.
This being caused by the fact that host.domain didn't have a DNS entry 
in the wide world.
So using a couple of option within Sendmail (masqerading) fixed this.

You could have a look and see it you're not hit by this either.

Regards,

Joop


From t.kaehler at digitec.de  Fri Mar 27 06:31:44 2009
From: t.kaehler at digitec.de (Torsten Kaehler)
Date: Fri, 27 Mar 2009 11:31:44 +0100
Subject: [rt-users] RT 3.8.2 install failed due XML::RSS
Message-ID: <200903271131.44993.t.kaehler@digitec.de>

Hello,

I want to install RT 3.8.2 on a Debian (UCS) System, but I get an error 
with 'make fixdeps':


perl:
        >=5.8.3(5.8.8)...found
users:
        rt group (www-data)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (www-data)...found
        web group (www-data)...found
...

SOME DEPENDENCIES WERE MISSING.
MASON missing dependencies:
        XML::RSS >= 1.05...MISSING
make: *** [fixdeps] Fehler 1

Then I want to install the modul:
# /usr/bin/perl  -MCPAN -e'install XML::RSS'
PAN: Storable loaded ok (v2.15)
Going to read /root/.cpan/Metadata
  Database was generated on Fri, 27 Mar 2009 04:27:05 GMT
XML::RSS is up to date (1.43).

That mean, XML::RSS is installed in the version 1.43, but 'make fixdeps' did 
not find the modul.

Has anyone an idea, how  I can resolve this problem?

Regards

Torsten K?hler
-- 
digitec GmbH
Amsinckstra?e 57
20097 Hamburg

Tel. +49 40 23776-117
Fax  +49 40 23776-200

www.digitec.de 

________________________________________________________________________________
 
digitec GmbH EDV-Beratung, Soft- und Hardware
Sitz Hamburg - HRB 28818, Amtsgericht Hamburg - Steuer-Nr. 2279101874
Gesch?ftsf?hrer Klaus Bredow, Hans-Joachim H?nel, Hans-J?rgen Joost

WICHTIGER HINWEIS
Die Kommunikation mit digitec GmbH per Email dient nur dem Zweck der schnellen 
Information.
Rechtsverbindliche Absprachen kommen ?ber dieses Medium nicht zustande !

IMPORTANT NOTICE
Communication with digitec GmbH via email is for quick information purposes 
only.
This medium is not to be used for the  exchange of legally binding 
statements !


From racke at linuxia.de  Fri Mar 27 07:04:31 2009
From: racke at linuxia.de (Stefan Hornburg)
Date: Fri, 27 Mar 2009 12:04:31 +0100
Subject: [rt-users] RT 3.8.2 install failed due XML::RSS
In-Reply-To: <200903271131.44993.t.kaehler@digitec.de>
References: <200903271131.44993.t.kaehler@digitec.de>
Message-ID: <49CCB2BF.7070302@linuxia.de>

Torsten Kaehler wrote:
> Hello,
> 
> I want to install RT 3.8.2 on a Debian (UCS) System, but I get an error 
> with 'make fixdeps':
> 
> 
> perl:
>         >=5.8.3(5.8.8)...found
> users:
>         rt group (www-data)...found
>         bin owner (root)...found
>         libs owner (root)...found
>         libs group (bin)...found
>         web owner (www-data)...found
>         web group (www-data)...found
> ...
> 
> SOME DEPENDENCIES WERE MISSING.
> MASON missing dependencies:
>         XML::RSS >= 1.05...MISSING
> make: *** [fixdeps] Fehler 1
> 
> Then I want to install the modul:
> # /usr/bin/perl  -MCPAN -e'install XML::RSS'
> PAN: Storable loaded ok (v2.15)
> Going to read /root/.cpan/Metadata
>   Database was generated on Fri, 27 Mar 2009 04:27:05 GMT
> XML::RSS is up to date (1.43).
> 
> That mean, XML::RSS is installed in the version 1.43, but 'make fixdeps' did 
> not find the modul.
> 
> Has anyone an idea, how  I can resolve this problem?

Perl in your $PATH is maybe different from /usr/bin/perl.

Regards
	Racke


-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From t.kaehler at digitec.de  Fri Mar 27 07:39:04 2009
From: t.kaehler at digitec.de (Torsten Kaehler)
Date: Fri, 27 Mar 2009 12:39:04 +0100
Subject: [rt-users] RT 3.8.2 install failed due XML::RSS
In-Reply-To: <49CCB2BF.7070302@linuxia.de>
References: <200903271131.44993.t.kaehler@digitec.de>
	<49CCB2BF.7070302@linuxia.de>
Message-ID: <200903271239.04889.t.kaehler@digitec.de>

> Torsten Kaehler wrote:
> > Hello,
> >
> > I want to install RT 3.8.2 on a Debian (UCS) System, but I get an error
> > with 'make fixdeps':
> >
> > perl:
> >         >=5.8.3(5.8.8)...found
> >
> > users:
> >         rt group (www-data)...found
> >         bin owner (root)...found
> >         libs owner (root)...found
> >         libs group (bin)...found
> >         web owner (www-data)...found
> >         web group (www-data)...found
> > ...
> >
> > SOME DEPENDENCIES WERE MISSING.
> > MASON missing dependencies:
> >         XML::RSS >= 1.05...MISSING
> > make: *** [fixdeps] Fehler 1
> >
> > Then I want to install the modul:
> > # /usr/bin/perl  -MCPAN -e'install XML::RSS'
> > PAN: Storable loaded ok (v2.15)
> > Going to read /root/.cpan/Metadata
> >   Database was generated on Fri, 27 Mar 2009 04:27:05 GMT
> > XML::RSS is up to date (1.43).
> >
> > That mean, XML::RSS is installed in the version 1.43, but 'make fixdeps'
> > did not find the modul.
> >
> > Has anyone an idea, how  I can resolve this problem?
>
> Perl in your $PATH is maybe different from /usr/bin/perl.
>
> Regards
> 	Racke

No, perl in the $PATH are not different from /usr/bin/perl.

Can I continue with the RT Installation without problems or will RT later 
still missing XML::RSS?

Regards,

Torsten K?hler
-- 
digitec GmbH
Amsinckstra?e 57
20097 Hamburg

Tel. +49 40 23776-117
Fax  +49 40 23776-200

www.digitec.de 

________________________________________________________________________________
 
digitec GmbH EDV-Beratung, Soft- und Hardware
Sitz Hamburg - HRB 28818, Amtsgericht Hamburg - Steuer-Nr. 2279101874
Gesch?ftsf?hrer Klaus Bredow, Hans-Joachim H?nel, Hans-J?rgen Joost

WICHTIGER HINWEIS
Die Kommunikation mit digitec GmbH per Email dient nur dem Zweck der schnellen 
Information.
Rechtsverbindliche Absprachen kommen ?ber dieses Medium nicht zustande !

IMPORTANT NOTICE
Communication with digitec GmbH via email is for quick information purposes 
only.
This medium is not to be used for the  exchange of legally binding 
statements !


From TSwart at christa.com  Fri Mar 27 07:59:16 2009
From: TSwart at christa.com (Swart, Tom)
Date: Fri, 27 Mar 2009 07:59:16 -0400
Subject: [rt-users] RT stop sending emails
In-Reply-To: <49CC803A.8040205@mococo.nl>
References: 		<1238089676.20866.1307479189@webmail.messagingengine.com>
	
	<49CC803A.8040205@mococo.nl>
Message-ID: 

I am able to send an email by using msmtp from the command line and I
can telnet into my smtp relay on port 25. I think it is a problem
between RT and msmtp. Here are some details of my configuration.

The full path for the msmtp.conf file is
/etc/request-tracker3.6/msmtp.conf and which msmtp returned
/usr/bin/msmtp.

Here is the contents of the msmtp script.

#!/bin/bash
/usr/bin/msmtp -t -C /etc/request-tracker3.6/msmtp.conf
/usr/bin/logger -t RTmailer -p syslog.info -- CALL /usr/bin/msmtp -nt
"$@" RETURNED $?

Here is the SendmailPath line in the SiteConfig file:
Set ($SendmailPath, "/etc/request-tracker3.6/msmtp");

Apache has been restart after editing SiteConfig.

-----Original Message-----
From: Joop [mailto:JoopvandeWege at mococo.nl] 
Sent: Friday, March 27, 2009 3:29 AM
To: Swart, Tom
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT stop sending emails

Swart, Tom wrote:
> I have gone back to using msmtp and have an external SMTP relay
defined.
> In the /var/log/mail.log file the only current entries are for the
> results of my auto fetchmail cronjob. There is results from yesterday
> when it was working but nothing from today.
>   
What you could try is see if msmtp has a -v (verbose) flag and manually 
send an email to see what the mailservers are telling each other. If it 
hasn't this then you could resort to:
telnet mailserver 25
And by hand do a conversation with it.
I've been having problems lately with Centos4.7 and its sendmail and 
each time it turned out that the other end didn't like my
user at host.domain.
This being caused by the fact that host.domain didn't have a DNS entry 
in the wide world.
So using a couple of option within Sendmail (masqerading) fixed this.

You could have a look and see it you're not hit by this either.

Regards,

Joop


From jbaker at wgm.us  Fri Mar 27 09:36:39 2009
From: jbaker at wgm.us (Jon Baker)
Date: Fri, 27 Mar 2009 08:36:39 -0500
Subject: [rt-users] rt-mailgate changing subject
In-Reply-To: 
References: 
	
Message-ID: <1D3AC52E-4D99-4939-B57B-B70E79FC0400@wgm.us>

I think I found my answer.  I was using the example I found in the  
mailing list, which wasn't quite right.  I read carefully the comments  
in the RT_Config.pm file and saw that the regex command is supposed to  
look like this:

Set($EmailSubjectTagRegex, qr/(?:example.com|example.org)/i );

Using that format instead of the one I previously posted appears to  
have solved the issue.

Thanks!

On Mar 26, 2009, at 4:00 PM, Jerrad Pierce wrote:

> On Thu, Mar 26, 2009 at 16:56, Jon Baker  wrote:
>> I just started using custom subject tags with my RT and now my rt-
>> mailgate is changing the subject to strange things, putting the  
>> ticket
>> tag into the subject.  Is there a setting to prevent the subject from
>> being changed by rt-mailgate?
> You've not offered too much detail but
>
> a) There is a scrip that detects subject changes
> b) There are config settings (read the pod of RT_Config.pm) that  
> define
>    regexpen which test subjects to look for messages from/of RT.
>
> The latter seem to be especially important to adjust whenever you  
> alter
> how subjects are formatted. See recent threads on ticket tags  
> appearing
> on the right side of the subject (a symptom of b)
>
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.



From Subbaraman.Venkateswaran at blackrock.com  Fri Mar 27 09:53:27 2009
From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman)
Date: Fri, 27 Mar 2009 09:53:27 -0400
Subject: [rt-users] Upgrading DBIx::SearchBuilder
Message-ID: 

Hello everyone,

We are working on a plan to upgrade DBIx::SearchBuilder to improve
performance mainly on our extensive reporting on RT platform. Do we have
any upgrade path with any compatibility chart for upgrading the
SearchBuilder module?
Our env is RT 3.6.4/GNU Linux/MySQL 5.0.21

Thanks for your time,
Subba


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 bertignac at gmail.com  Fri Mar 27 10:54:21 2009
From: bertignac at gmail.com (L B)
Date: Fri, 27 Mar 2009 15:54:21 +0100
Subject: [rt-users] Changing email subject to automatically update a ticket
Message-ID: 

Hello,

 I'm going to receive emails with this subject "FOO BAR  Changeset : 1234 FOO".

 I want to include this message into ticket #1234 if it exists, or
create a new ticket if it doesn't (discarding this number, taking the
next free).

 I think the easiest way to do this, is changing the email subject
with a string at the beginning like [MY RT - #1234] so it will be
automatically processed by RT as a comment (or correspondance) of the
existing #1234 ticket if it exists, or not rename it if the ticket
doesn't exist (and thus the ticket will be normally created).

 How can I rename the subject of the email before a ticket gets created ?
 - before rt-mailgate ?
 - in rt-mailgate ?
 - in a scrip ?

 I would prefer a scrip because everything will be stored in the DB
and I don't need a script in the file system

If I do this in a scrip, I don't have to use "onCreate" condition, but
probably  "User defined" because I want to do this before the creation
of a ticket. But how can I get the object subject in the scrip as no
ticket has been created yet ?

Any other idea is welcome !

Thanks !
--
L.B.


From tjrc at sanger.ac.uk  Fri Mar 27 11:20:09 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Fri, 27 Mar 2009 15:20:09 +0000
Subject: [rt-users] AdminClass right and RT-FM
Message-ID: 

I'm in the process of deploying RT-FM, and I have come across a  
strangeness with access to classes in order to configure them.  We  
have an rt-admin group, to which I have given the AdminClass right  
globally.

However, when I go to the configure page for the classes, I (a member  
of the rt-admin group) can only see one of the two classes that I have  
created, and I don't understand why.

I tried to create a small perl script to examine the rights directly:

#!/usr/bin/perl -w

use strict;

use lib qw'/opt/rt3/lib /opt/rt3/local/lib';

use RT;
use RT::Interface::CLI qw/GetCurrentUser/;

RT::LoadConfig;
RT::Init;

my $user = GetCurrentUser();

my $c = RT::FM::Class->new($user);

$c->Load('someclassname');

if ($user->HasRight(Right => 'AdminClass',
		    Object => $c)) {
   print "Yes we can\n";
}


but I'm not sure I've done this right, because it dies with:

Can't locate object method "new" via package "RT::FM::Class" (perhaps  
you forgot to load "RT::FM::Class"?) at test.pl line 15,  line  
273.

I've definitely got RT::FM in the @Plugins variable, so does anyone  
have any clues as to (a) what I might have done wrong with the rights  
in general and (b) why my little test script above does not work?

Thanks in advance,

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From Richard.Foley at rfi.net  Fri Mar 27 11:30:58 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 27 Mar 2009 16:30:58 +0100
Subject: [rt-users] scrip creating multiple (5?) approvals
Message-ID: <200903271630.58756.Richard.Foley@rfi.net>

Hi folks,

I have a template to create an approval ticket in rt 3.8.2:

	===Create-Ticket: Change Request Approval
	Subject: CR Approval for: {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}
	Refers-To: TOP
	Queue: ___Approvals
	Requestors: {$Tickets{TOP}->Requestors}
	Depended-On-By: TOP
	Type: approval
	Content-Type: text/plain
	Due: {time + 86400}
	Content: ...
	ENDOFCONTENT

I have a scrip to trigger said approval creation:

Condition: User Defined
	my $ticket= $self->TicketObj;
	if ( $ticket->FirstCustomFieldValue('ticketType') =~ /change request/i ) {
  		return 1;
	} else {
  		return 0;
	}

Custom action preparation code:
	return 1;

Custom action cleanup code:	
	return 1;

I create a ticket of type 'change request' and recieve 5 identical approvals 
for the originating ticket.  Anyone have any bright suggestions as to why...?

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/


From falcone at bestpractical.com  Fri Mar 27 11:46:26 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 27 Mar 2009 11:46:26 -0400
Subject: [rt-users] AdminClass right and RT-FM
In-Reply-To: 
References: 
Message-ID: <8975CA1F-A210-42FD-BF37-0224AA88B920@bestpractical.com>


On Mar 27, 2009, at 11:20 AM, Tim Cutts wrote:

> I'm in the process of deploying RT-FM, and I have come across a
> strangeness with access to classes in order to configure them.  We
> have an rt-admin group, to which I have given the AdminClass right
> globally.
>
> However, when I go to the configure page for the classes, I (a member
> of the rt-admin group) can only see one of the two classes that I have
> created, and I don't understand why.

There is also a SeeClass right you might want to grant.

> I tried to create a small perl script to examine the rights directly:
>
> #!/usr/bin/perl -w
>
> use strict;
>
> use lib qw'/opt/rt3/lib /opt/rt3/local/lib';
>
> use RT;
> use RT::Interface::CLI qw/GetCurrentUser/;
>
> RT::LoadConfig;
> RT::Init;
>
> my $user = GetCurrentUser();
>
> my $c = RT::FM::Class->new($user);
>
> $c->Load('someclassname');
>
> if ($user->HasRight(Right => 'AdminClass',
> 		    Object => $c)) {
>   print "Yes we can\n";
> }
>
>
> but I'm not sure I've done this right, because it dies with:
>
> Can't locate object method "new" via package "RT::FM::Class" (perhaps
> you forgot to load "RT::FM::Class"?) at test.pl line 15,  line
> 273.

you need to use RT::FM::Class; before you call new on it

-kevin

>
>
> I've definitely got RT::FM in the @Plugins variable, so does anyone
> have any clues as to (a) what I might have done wrong with the rights
> in general and (b) why my little test script above does not work?
>
> Thanks in advance,
>
> Tim
>
>
> -- 
> The Wellcome Trust Sanger Institute is operated by Genome Research
> Limited, a charity registered in England with number 1021457 and a
> company registered in England with number 2742969, whose registered
> office is 215 Euston Road, London, NW1 2BE.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From shakerramses at hotmail.com  Fri Mar 27 11:59:47 2009
From: shakerramses at hotmail.com (shaker Khzym)
Date: Fri, 27 Mar 2009 15:59:47 +0000
Subject: [rt-users] Custom field - check boxes, radio buttons and text boxes
Message-ID: 




We are currently looking at customizing RT to allow us to use a wizard type system to create problem tickets (multiple screens). We repair computers and would like to have a way to check computers in to our system and create a ticket by select check boxes and radio buttons to inform the technician of all of the tests / tasks required to be done on that system and then possible check boxes to relay the results of these test / tasks. We may also need to type additional comments or give recommendations.

Using check boxes and radio buttons will be easier for our users to manipulate. Has anyone done this or do you have any suggestions?


Thanks in advance for you help.

Brad Yarotsky
The Computer Clinic


_________________________________________________________________
Experience all of the new features, and Reconnect with your life.
http://go.microsoft.com/?linkid=9650730
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From tjrc at sanger.ac.uk  Fri Mar 27 12:29:09 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Fri, 27 Mar 2009 16:29:09 +0000
Subject: [rt-users] AdminClass right and RT-FM
In-Reply-To: <8975CA1F-A210-42FD-BF37-0224AA88B920@bestpractical.com>
References: 
	<8975CA1F-A210-42FD-BF37-0224AA88B920@bestpractical.com>
Message-ID: <3EB42CA0-38CF-4478-BF83-1E9187C4A012@sanger.ac.uk>


On 27 Mar 2009, at 3:46 pm, Kevin Falcone wrote:

>
> On Mar 27, 2009, at 11:20 AM, Tim Cutts wrote:
>
>> I'm in the process of deploying RT-FM, and I have come across a
>> strangeness with access to classes in order to configure them.  We
>> have an rt-admin group, to which I have given the AdminClass right
>> globally.
>>
>> However, when I go to the configure page for the classes, I (a member
>> of the rt-admin group) can only see one of the two classes that I  
>> have
>> created, and I don't understand why.
>
> There is also a SeeClass right you might want to grant.

Yep, done that (AdminClass is the crucial one, judging by RT-FM/html/ 
Admin/RTFM/Classes/index.html)

>> I tried to create a small perl script to examine the rights directly:
>>
>> #!/usr/bin/perl -w
>>
>> use strict;
>>
>> use lib qw'/opt/rt3/lib /opt/rt3/local/lib';
>>
>> use RT;
>> use RT::Interface::CLI qw/GetCurrentUser/;
>>
>> RT::LoadConfig;
>> RT::Init;
>>
>> my $user = GetCurrentUser();
>>
>> my $c = RT::FM::Class->new($user);
>>
>> $c->Load('someclassname');
>>
>> if ($user->HasRight(Right => 'AdminClass',
>> 		    Object => $c)) {
>>  print "Yes we can\n";
>> }
>>
>>
>> but I'm not sure I've done this right, because it dies with:
>>
>> Can't locate object method "new" via package "RT::FM::Class" (perhaps
>> you forgot to load "RT::FM::Class"?) at test.pl line 15,  line
>> 273.
>
> you need to use RT::FM::Class; before you call new on it

Actually, it seems to be require that's needed but not use.  Thanks  
for the hint.

It's a bit inconsistent with searching for RT core objects.
If it were a ticket I was looking for, I wouldn't need to "require  
RT::Ticket":

Anyway, that aside, my script now works, and it shows that my user  
indeed does not seem to have rights to access that class, but I don't  
understand why, given that the user *is* a member of the rt-admin  
group, and the rt-admin group *does* have that right.

Workaround:  If I configure the right at the per-Class level, it works  
fine.  It seems that it's only the global right that doesn't seem to  
work.  Should I file a bug report?

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From falcone at bestpractical.com  Fri Mar 27 12:38:13 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 27 Mar 2009 12:38:13 -0400
Subject: [rt-users] AdminClass right and RT-FM
In-Reply-To: <3EB42CA0-38CF-4478-BF83-1E9187C4A012@sanger.ac.uk>
References: 
	<8975CA1F-A210-42FD-BF37-0224AA88B920@bestpractical.com>
	<3EB42CA0-38CF-4478-BF83-1E9187C4A012@sanger.ac.uk>
Message-ID: 


On Mar 27, 2009, at 12:29 PM, Tim Cutts wrote:

>
> On 27 Mar 2009, at 3:46 pm, Kevin Falcone wrote:
>
>>
>> On Mar 27, 2009, at 11:20 AM, Tim Cutts wrote:
>>
>>> I'm in the process of deploying RT-FM, and I have come across a
>>> strangeness with access to classes in order to configure them.  We
>>> have an rt-admin group, to which I have given the AdminClass right
>>> globally.
>>>
>>> However, when I go to the configure page for the classes, I (a  
>>> member
>>> of the rt-admin group) can only see one of the two classes that I  
>>> have
>>> created, and I don't understand why.
>>
>> There is also a SeeClass right you might want to grant.
>
> Yep, done that (AdminClass is the crucial one, judging by RT-FM/html/ 
> Admin/RTFM/Classes/index.html)
>
>>> I tried to create a small perl script to examine the rights  
>>> directly:
>>>
>>> #!/usr/bin/perl -w
>>>
>>> use strict;
>>>
>>> use lib qw'/opt/rt3/lib /opt/rt3/local/lib';
>>>
>>> use RT;
>>> use RT::Interface::CLI qw/GetCurrentUser/;
>>>
>>> RT::LoadConfig;
>>> RT::Init;
>>>
>>> my $user = GetCurrentUser();
>>>
>>> my $c = RT::FM::Class->new($user);
>>>
>>> $c->Load('someclassname');
>>>
>>> if ($user->HasRight(Right => 'AdminClass',
>>> 		    Object => $c)) {
>>> print "Yes we can\n";
>>> }
>>>
>>>
>>> but I'm not sure I've done this right, because it dies with:
>>>
>>> Can't locate object method "new" via package  
>>> "RT::FM::Class" (perhaps
>>> you forgot to load "RT::FM::Class"?) at test.pl line 15,  line
>>> 273.
>>
>> you need to use RT::FM::Class; before you call new on it
>
> Actually, it seems to be require that's needed but not use.  Thanks  
> for the hint.
>
> It's a bit inconsistent with searching for RT core objects.
> If it were a ticket I was looking for, I wouldn't need to "require  
> RT::Ticket":
>
> Anyway, that aside, my script now works, and it shows that my user  
> indeed does not seem to have rights to access that class, but I  
> don't understand why, given that the user *is* a member of the rt- 
> admin group, and the rt-admin group *does* have that right.
>
> Workaround:  If I configure the right at the per-Class level, it  
> works fine.  It seems that it's only the global right that doesn't  
> seem to work.  Should I file a bug report?

Sure, send something to rtfm-bugs at bestpractical.com

-kevin

>
>
> Tim
>
>
> -- 
> The Wellcome Trust Sanger Institute is operated by Genome  
> ResearchLimited, a charity registered in England with number 1021457  
> and acompany registered in England with number 2742969, whose  
> registeredoffice is 215 Euston Road, London, NW1 2BE.



From falcone at bestpractical.com  Fri Mar 27 12:45:33 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 27 Mar 2009 12:45:33 -0400
Subject: [rt-users] AdminClass right and RT-FM
In-Reply-To: <3EB42CA0-38CF-4478-BF83-1E9187C4A012@sanger.ac.uk>
References: 
	<8975CA1F-A210-42FD-BF37-0224AA88B920@bestpractical.com>
	<3EB42CA0-38CF-4478-BF83-1E9187C4A012@sanger.ac.uk>
Message-ID: <65D0F4C9-5043-4821-BDB0-B2D8230FE8A9@bestpractical.com>

On Mar 27, 2009, at 12:29 PM, Tim Cutts wrote:
>
> It's a bit inconsistent with searching for RT core objects.
> If it were a ticket I was looking for, I wouldn't need to "require  
> RT::Ticket":

RT loads all core objects in RT::InitClasses
RTFM is a plugin and doesn't do that, so you need to bring in classes  
you
want to use

-kevin


From tjrc at sanger.ac.uk  Fri Mar 27 13:05:26 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Fri, 27 Mar 2009 17:05:26 +0000
Subject: [rt-users] AdminClass right and RT-FM
In-Reply-To: <65D0F4C9-5043-4821-BDB0-B2D8230FE8A9@bestpractical.com>
References: 
	<8975CA1F-A210-42FD-BF37-0224AA88B920@bestpractical.com>
	<3EB42CA0-38CF-4478-BF83-1E9187C4A012@sanger.ac.uk>
	<65D0F4C9-5043-4821-BDB0-B2D8230FE8A9@bestpractical.com>
Message-ID: 


On 27 Mar 2009, at 4:45 pm, Kevin Falcone wrote:

> On Mar 27, 2009, at 12:29 PM, Tim Cutts wrote:
>>
>> It's a bit inconsistent with searching for RT core objects.
>> If it were a ticket I was looking for, I wouldn't need to "require
>> RT::Ticket":
>
> RT loads all core objects in RT::InitClasses
> RTFM is a plugin and doesn't do that, so you need to bring in classes
> you
> want to use

Makes sense.  Doing it in InitPlugins would probably be a bit too  
expensive if the number of plugins is large.

Thanks for your help.  There will be an rtfm-bugs mail incoming shortly.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From toml at bitstatement.net  Fri Mar 27 13:14:24 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Fri, 27 Mar 2009 10:14:24 -0700
Subject: [rt-users] Custom field - check boxes,
 radio buttons and text boxes
In-Reply-To: 
References: 
Message-ID: <49CD0970.4030003@bitstatement.net>

> Using check boxes and radio buttons will be easier for our users to
> manipulate. Has anyone done this or do you have any suggestions?

You can certainly do this with RT using custom fields, but not "multiple
screen" where the state transfers from one page to the next.  It would all
be one screen.

If you wanted multiple screens, you could still do it with a custom web
front end that uses RT's REST interface to store all the data from all pages
to one ticket.

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

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


From Richard.Foley at rfi.net  Fri Mar 27 13:21:04 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 27 Mar 2009 18:21:04 +0100
Subject: [rt-users] scrip creating multiple (5?) approvals
In-Reply-To: <200903271630.58756.Richard.Foley@rfi.net>
References: <200903271630.58756.Richard.Foley@rfi.net>
Message-ID: <200903271821.04310.Richard.Foley@rfi.net>

I believe I have 5 Custom Fields enabled and I wonder if this might have 
something to do with the 5 created approvals...?

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Friday 27 March 2009 16:30:58 Richard Foley wrote:
> Hi folks,
> 
> I have a template to create an approval ticket in rt 3.8.2:
> 
> 	===Create-Ticket: Change Request Approval
> 	Subject: CR Approval for: {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}
> 	Refers-To: TOP
> 	Queue: ___Approvals
> 	Requestors: {$Tickets{TOP}->Requestors}
> 	Depended-On-By: TOP
> 	Type: approval
> 	Content-Type: text/plain
> 	Due: {time + 86400}
> 	Content: ...
> 	ENDOFCONTENT
> 
> I have a scrip to trigger said approval creation:
> 
> Condition: User Defined
> 	my $ticket= $self->TicketObj;
> 	if ( $ticket->FirstCustomFieldValue('ticketType') =~ /change request/i ) {
>   		return 1;
> 	} else {
>   		return 0;
> 	}
> 
> Custom action preparation code:
> 	return 1;
> 
> Custom action cleanup code:	
> 	return 1;
> 
> I create a ticket of type 'change request' and recieve 5 identical approvals 
> for the originating ticket.  Anyone have any bright suggestions as to 
why...?
> 
> -- 
> Richard Foley
> Ciao - shorter than aufwiedersehen
> 
> http://www.rfi.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
>


From TSwart at christa.com  Fri Mar 27 13:41:39 2009
From: TSwart at christa.com (Swart, Tom)
Date: Fri, 27 Mar 2009 13:41:39 -0400
Subject: [rt-users] RT stop sending emails
In-Reply-To: <49CC803A.8040205@mococo.nl>
References: 		<1238089676.20866.1307479189@webmail.messagingengine.com>
	<49CC803A.8040205@mococo.nl>
Message-ID: 

[SOLVED]
The user of the msmtp script and .conf file need to be set to the same
user as apache. In most cases that user is www-data.

-----Original Message-----
From: Joop [mailto:JoopvandeWege at mococo.nl] 
Sent: Friday, March 27, 2009 3:29 AM
To: Swart, Tom
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT stop sending emails

Swart, Tom wrote:
> I have gone back to using msmtp and have an external SMTP relay
defined.
> In the /var/log/mail.log file the only current entries are for the
> results of my auto fetchmail cronjob. There is results from yesterday
> when it was working but nothing from today.
>   
What you could try is see if msmtp has a -v (verbose) flag and manually 
send an email to see what the mailservers are telling each other. If it 
hasn't this then you could resort to:
telnet mailserver 25
And by hand do a conversation with it.
I've been having problems lately with Centos4.7 and its sendmail and 
each time it turned out that the other end didn't like my
user at host.domain.
This being caused by the fact that host.domain didn't have a DNS entry 
in the wide world.
So using a couple of option within Sendmail (masqerading) fixed this.

You could have a look and see it you're not hit by this either.

Regards,

Joop



From Gary.Greene at minervanetworks.com  Fri Mar 27 14:21:41 2009
From: Gary.Greene at minervanetworks.com (Gary Greene)
Date: Fri, 27 Mar 2009 11:21:41 -0700
Subject: [rt-users] RT + Exchange 2003
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B01FC7A41@scmail-00.minervanetworks.com>

Does anyone have a recipe for getting RT working correctly with Exchange 2003? I've the AD, and messages send FROM the RT system, however I get bounces when replying TO messages. I'll document the whole process on the wiki once I verify it is working.

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

From Richard.Foley at rfi.net  Fri Mar 27 14:36:42 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 27 Mar 2009 19:36:42 +0100
Subject: [rt-users] RT + Exchange 2003
In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B01FC7A41@scmail-00.minervanetworks.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B01FC7A41@scmail-00.minervanetworks.com>
Message-ID: <200903271936.42960.Richard.Foley@rfi.net>

Maybe an example of the full 'bounce' message, (headers included), would be 
helpful for the rt-mail people on the list?

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Friday 27 March 2009 19:21:41 Gary Greene wrote:
> Does anyone have a recipe for getting RT working correctly with Exchange 
2003? I've the AD, and messages send FROM the RT system, however I get 
bounces when replying TO messages. I'll document the whole process on the 
wiki once I verify it is working.
> 
> --
> Gary L. Greene, Jr.
> IT Operations
> Minerva Networks, Inc.
> Tel:  (408) 240-1239
> Cell: (650) 704-6633
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jbaker at wgm.us  Fri Mar 27 14:46:40 2009
From: jbaker at wgm.us (Jon Baker)
Date: Fri, 27 Mar 2009 13:46:40 -0500
Subject: [rt-users] rt-mailgate changing subject
In-Reply-To: 
References: 
Message-ID: <95C9058B-A752-43DD-BD3D-DAE0077DAD50@wgm.us>


On Mar 27, 2009, at 6:04 AM, rt-users-request at lists.bestpractical.com  
wrote:

>> I just started using custom subject tags with my RT and now my rt-
>> mailgate is changing the subject to strange things, putting the  
>> ticket
>> tag into the subject.  Is there a setting to prevent the subject from
>> being changed by rt-mailgate?
>
> This sounds like a bug I fixed in trunk with the ExtractSubjectTag
> action, but you didn't provide a lot of information to go on.
>
> -kevin

This response is for kevin to give more detail on what exactly happened.

I created a new queue, setting the custom subject tag, "Alert."  So  
now the outgoing e-mails would say [Alert #500] instead of [mysite.com  
#500].

When someone replied to the e-mail, their subject of their e-mail was  
"Re: [Alert #500] Ticket Name"

Immediately after their transaction in the ticket + the outgoing e- 
mails, there is the following transaction:

RT_System - Subject changed from 'Ticket Name' to 'Ticket Name [Alert  
#500]'

All the users corresponding to this ticket did so via e-mail, so they  
all continued to get the previous subject name, I did not see what  
would the e-mail subject would have been had someone replied in the  
html ticket and then replied to that e-mail.  But no more subject  
changes occurred (except when I changed the subject back, the next  
incoming e-mail put the tag at the end again)

Changing the $EmailSubjectTagRegex does appear to have fixed the  
error; however, I think this should not be necessary to keep the  
intuitive nature of setting up the queues.

Thanks for your help!


From jbaker at wgm.us  Fri Mar 27 14:53:25 2009
From: jbaker at wgm.us (Jon Baker)
Date: Fri, 27 Mar 2009 13:53:25 -0500
Subject: [rt-users]  scrip creating multiple (5?) approvals
Message-ID: <42C8C852-FBB6-4751-B37D-7F484A36A621@wgm.us>

That looks to me that you're going to execute that approval script for  
every transaction that occurs in the ticket.

Test for

lc($self->TransactionObj->Type) eq "create"

to only fire the event when the ticket is created.

 > Condition: User Defined
 > 	my $ticket= $self->TicketObj;
 > 	if ( $ticket->FirstCustomFieldValue('ticketType') =~ /change  
request/i ) {
 >   		return 1;
 > 	} else {
 >   		return 0;
 > 	}
 >
 > Custom action preparation code:
 > 	return 1;
 >
 > Custom action cleanup code:	
 > 	return 1;
 >
 > I create a ticket of type 'change request' and recieve 5 identical  
approvals
 > for the originating ticket.  Anyone have any bright suggestions as to
why...?

-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From jbaker at wgm.us  Fri Mar 27 14:57:30 2009
From: jbaker at wgm.us (Jon Baker)
Date: Fri, 27 Mar 2009 13:57:30 -0500
Subject: [rt-users] Changing email subject to automatically update a ticket
Message-ID: <84DA3499-9FD3-4250-9776-17BBF564A004@wgm.us>

I think you're going to be best off doing some sort of pre-processing  
on the incoming e-mail.  You might be able to do this in rt-mailgate  
but I don't know how myself.  I don't think you'll have any luck in a  
scrip because by that point it's in its own ticket.


From Richard.Foley at rfi.net  Fri Mar 27 15:13:57 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Fri, 27 Mar 2009 20:13:57 +0100
Subject: [rt-users] scrip creating multiple (5?) approvals
In-Reply-To: <42C8C852-FBB6-4751-B37D-7F484A36A621@wgm.us>
References: <42C8C852-FBB6-4751-B37D-7F484A36A621@wgm.us>
Message-ID: <200903272013.57399.Richard.Foley@rfi.net>

Hi Jon,

Thanks very much for that tip.

I believe I'd tried various variations of "On Create", "User Defined", "Create 
Tickets", etc. etc. before deciding that this was at least somewhere close to 
what I'd intended.  I think I'm missing something about the context.

Thanks again, and I'll take a proper look once I get back on the system 
shortly.

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Friday 27 March 2009 19:53:25 Jon Baker wrote:
> That looks to me that you're going to execute that approval script for  
> every transaction that occurs in the ticket.
> 
> Test for
> 
> lc($self->TransactionObj->Type) eq "create"
> 
> to only fire the event when the ticket is created.
> 
>  > Condition: User Defined
>  > 	my $ticket= $self->TicketObj;
>  > 	if ( $ticket->FirstCustomFieldValue('ticketType') =~ /change  
> request/i ) {
>  >   		return 1;
>  > 	} else {
>  >   		return 0;
>  > 	}
>  >
>  > Custom action preparation code:
>  > 	return 1;
>  >
>  > Custom action cleanup code:	
>  > 	return 1;
>  >
>  > I create a ticket of type 'change request' and recieve 5 identical  
> approvals
>  > for the originating ticket.  Anyone have any bright suggestions as to
> why...?
> 
> -- 
> Jon Baker
> Information Technology
> Willie George Ministries
> 1003 N 129th E Ave
> Tulsa OK 74116
> (918) 234-5656
> 
>


From toml at bitstatement.net  Fri Mar 27 15:21:33 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Fri, 27 Mar 2009 12:21:33 -0700
Subject: [rt-users] ruby library initial release
Message-ID: <49CD273D.8030906@bitstatement.net>

I have a rubyforge project pending for this, so sometime in the next few
days you'll be able to just do "gem install rt-client" and get it from
rubyforge directly.

Until then, a ruby gem is attached containing the library, the XML-RPC
service, and all the documentation.  Patches to me, please :)

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

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================
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From shakerramses at hotmail.com  Fri Mar 27 15:24:13 2009
From: shakerramses at hotmail.com (shaker Khzym)
Date: Fri, 27 Mar 2009 19:24:13 +0000
Subject: [rt-users]  Custom field - check boxes, radio buttons and text boxes
In-Reply-To: <1114.24.72.54.80.1238180965.squirrel@mail.yarotsky.com>
References: 
	<49CD0970.4030003@bitstatement.net>
	 
	<1114.24.72.54.80.1238180965.squirrel@mail.yarotsky.com>
Message-ID: 


 
 Although multi-screen is ideal for us, just being able to use check boxes
 and radio buttons would make things alot easier. Could you explain a
 little further how we do this or what we can reference to get more
 information on this...
 
 Thank you again
Brad Yarotsky
> 
> ****
> 
> >
> > Good day Brad
> >                 I think, could you ask him how he can use check boxes or
> > radio button in RT instead of select for multi or single
> > value from list items or it's need some customization.
> > best wishes,
> > Shaekir,
> >> Date: Fri, 27 Mar 2009 10:14:24 -0700
> >> From: toml at bitstatement.net
> >> To: shakerramses at hotmail.com
> >> CC: rt-users at lists.bestpractical.com
> >> Subject: Re: [rt-users] Custom field - check boxes, radio buttons and
> >> text boxes
> >>
> >> > Using check boxes and radio buttons will be easier for our users to
> >> > manipulate. Has anyone done this or do you have any suggestions?
> >>
> >> You can certainly do this with RT using custom fields, but not "multiple
> >> screen" where the state transfers from one page to the next.  It would
> >> all
> >> be one screen.
> >>
> >> If you wanted multiple screens, you could still do it with a custom web
> >> front end that uses RT's REST interface to store all the data from all
> >> pages
> >> to one ticket.
> >>
> >> --
> >> -- ============================
> >>    Tom Lahti
> >>    BIT Statement LLC
> >>
> >>    (425)251-0833 x 117
> >>    http://www.bitstatement.net/
> >> -- ============================
> >
> > _________________________________________________________________
> > Reunite with the people closest to you, chat face to face with Messenger.
> > http://go.microsoft.com/?linkid=9650736
> 
> 

_________________________________________________________________
Experience all of the new features, and Reconnect with your life.
http://go.microsoft.com/?linkid=9650730
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From toml at bitstatement.net  Fri Mar 27 15:25:56 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Fri, 27 Mar 2009 12:25:56 -0700
Subject: [rt-users] forgot -- public copy of documentation
Message-ID: <49CD2844.40803@bitstatement.net>

If you want to preview the ruby client API without installing the gem, you
can do so at https://elise.bitstatement.net/doc/rt-client/

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

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


From mfinn at nbutexas.com  Fri Mar 27 15:30:44 2009
From: mfinn at nbutexas.com (Michael Finn)
Date: Fri, 27 Mar 2009 14:30:44 -0500
Subject: [rt-users] RT + Exchange 2003
In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B01FC7A41@scmail-00.minervanetworks.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B01FC7A41@scmail-00.minervanetworks.com>
Message-ID: 

I've got mine set up like so:
1. AD/Exchange 'user' named HelpDesk (helpdesk at nbutexas.com).  This is
where new requests are sent.
2. AD 'contact' named Request Tracker with the e-mail address
rt at helpdesk.nbutexas.com
3. HelpDesk user's Exchange General properties are set to forward all
messages to the RT contact.
4. DNS includes MX records for both Exchange server and
helpdesk.nbutexas.com, so those messages route correctly.
5. RT mails have the reply address set to
rt-@helpdesk.nbutexas.com, so they are routed properly.
6. /etc/aliases contains entries for every queue:
rt-dev:         "| /etc/smrsh/rt-mailgate --queue Development --action
correspond --url http://helpdesk/"
rt-dev-comment: "| /etc/smrsh/rt-mailgate --queue Development --action
comment --url http://helpdesk/"

Hope this helps...
Mike

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Gary Greene
> Sent: Friday, March 27, 2009 1:22 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT + Exchange 2003
> 
> Does anyone have a recipe for getting RT working correctly with
> Exchange 2003? I've the AD, and messages send FROM the RT system,
> however I get bounces when replying TO messages. I'll document the
> whole process on the wiki once I verify it is working.
> 
> --
> Gary L. Greene, Jr.
> IT Operations
> Minerva Networks, Inc.
> Tel:  (408) 240-1239
> Cell: (650) 704-6633
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Mar 27 16:30:12 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 27 Mar 2009 16:30:12 -0400
Subject: [rt-users] rt-mailgate changing subject
In-Reply-To: <95C9058B-A752-43DD-BD3D-DAE0077DAD50@wgm.us>
References: 
	<95C9058B-A752-43DD-BD3D-DAE0077DAD50@wgm.us>
Message-ID: <1F29566F-3E78-405C-A8C3-E444CAB40989@bestpractical.com>

On Mar 27, 2009, at 2:46 PM, Jon Baker wrote:

>
> On Mar 27, 2009, at 6:04 AM, rt-users-request at lists.bestpractical.com
> wrote:
>
>>> I just started using custom subject tags with my RT and now my rt-
>>> mailgate is changing the subject to strange things, putting the
>>> ticket
>>> tag into the subject.  Is there a setting to prevent the subject  
>>> from
>>> being changed by rt-mailgate?
>>
>> This sounds like a bug I fixed in trunk with the ExtractSubjectTag
>> action, but you didn't provide a lot of information to go on.
>>
> This response is for kevin to give more detail on what exactly  
> happened.

This is the bug that I fixed

-kevin

>
>
> I created a new queue, setting the custom subject tag, "Alert."  So
> now the outgoing e-mails would say [Alert #500] instead of [mysite.com
> #500].
>
> When someone replied to the e-mail, their subject of their e-mail was
> "Re: [Alert #500] Ticket Name"
>
> Immediately after their transaction in the ticket + the outgoing e-
> mails, there is the following transaction:
>
> RT_System - Subject changed from 'Ticket Name' to 'Ticket Name [Alert
> #500]'
>
> All the users corresponding to this ticket did so via e-mail, so they
> all continued to get the previous subject name, I did not see what
> would the e-mail subject would have been had someone replied in the
> html ticket and then replied to that e-mail.  But no more subject
> changes occurred (except when I changed the subject back, the next
> incoming e-mail put the tag at the end again)
>
> Changing the $EmailSubjectTagRegex does appear to have fixed the
> error; however, I think this should not be necessary to keep the
> intuitive nature of setting up the queues.
>
> Thanks for your help!
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



From jesse at bestpractical.com  Fri Mar 27 17:42:24 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 27 Mar 2009 17:42:24 -0400
Subject: [rt-users] AdminClass right and RT-FM
In-Reply-To: 
References: 
Message-ID: <20090327214224.GH1707@17h.local>


> I tried to create a small perl script to examine the rights directly:
> 
> #!/usr/bin/perl -w
> 
> use strict;
> 
> use lib qw'/opt/rt3/lib /opt/rt3/local/lib';
> 
> use RT;
> use RT::Interface::CLI qw/GetCurrentUser/;
> 
> RT::LoadConfig;
> RT::Init;
> 
> my $user = GetCurrentUser();
> 
> my $c = RT::FM::Class->new($user);
> 
> $c->Load('someclassname');
> 
> if ($user->HasRight(Right => 'AdminClass',
> 		    Object => $c)) {
>    print "Yes we can\n";
> }
> 
> 
> but I'm not sure I've done this right, because it dies with:
> 
> Can't locate object method "new" via package "RT::FM::Class" (perhaps  
> you forgot to load "RT::FM::Class"?) at test.pl line 15,  line  
> 273.

RT::FM doesn't pre-load all its classes at startup. so adding:

require RT::FM::Class; 

right before your ->new statement will probably help

note that a 'use' may fail because use is compile-time evaluated...and
that may happen before plugins are innited.

-j

> 
> I've definitely got RT::FM in the @Plugins variable, so does anyone  
> have any clues as to (a) what I might have done wrong with the rights  
> in general and (b) why my little test script above does not work?
> 
> Thanks in advance,
> 
> Tim
> 
> 
> -- 
>  The Wellcome Trust Sanger Institute is operated by Genome Research 
>  Limited, a charity registered in England with number 1021457 and a 
>  company registered in England with number 2742969, whose registered 
>  office is 215 Euston Road, London, NW1 2BE. 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From jesse at bestpractical.com  Fri Mar 27 18:24:35 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 27 Mar 2009 18:24:35 -0400
Subject: [rt-users] sort order of users (while adding to a group)
In-Reply-To: <20090325150821.GA14291@sanger.ac.uk>
References: <20090325150821.GA14291@sanger.ac.uk>
Message-ID: <20090327222435.GJ1707@17h.local>




On Wed 25.Mar'09 at 15:08:21 +0000, Dave Holland wrote:
> When adding a user to a group, the list of users available to be added
> is sorted by "Name" but apparently presented as "Realname". That results
> in a confusingly non-sorted list if - as in our situation - users'
> "Name" is their login name which might not match the name they use, e.g.
> login name "ab1" (from "Anthony Bloggs") but the Realname is "Tony
> Bloggs" will be sorted amongst the names beginning with "A".
> 
> Here's a patch to Admin/Elements/SelectNewGroupMembers which achieves
> sorting by Realname. If there's no Realname set then the Name shows
> instead.


It's worth noting that display of names is a per-user config. It
probably makes more sense to key off that.

> 
> --- /opt/rt3/share/html/Admin/Elements/SelectNewGroupMembers	2009-02-03 11:53:01.000000000 +0000
> +++ /opt/rt3/local/plugins/RTx-Sanger-SortUsersByRealname/html/Admin/Elements/SelectNewGroupMembers	2009-03-25 14:52:25.000000000 +0000
> @@ -84,6 +84,7 @@
>      ENTRYAGGREGATOR => 'AND'
>  );
>  $users->LimitToPrivileged();
> +$users->OrderBy( FIELD => $UserOrderBy, ORDER => $UserOrder );
>  
>  my $groups = new RT::Groups($session{'CurrentUser'});
>  
> @@ -99,4 +100,6 @@
>  $Group
>  $SkipUsers => {}
>  $SkipGroups => {}
> +$UserOrderBy => 'RealName'
> +$UserOrder => 'ASC'
>  
> 
> Cheers,
> Dave
> -- 
> ** Dave Holland ** Systems Support -- Infrastructure Management **
> ** 01223 496923 ** The Sanger Institute, Hinxton, Cambridge, UK **
> "You're out of your mind."  "Yeah. Ain't it cool?"
> 
> 
> -- 
>  The Wellcome Trust Sanger Institute is operated by Genome Research 
>  Limited, a charity registered in England with number 1021457 and a 
>  company registered in England with number 2742969, whose registered 
>  office is 215 Euston Road, London, NW1 2BE. 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From toml at bitstatement.net  Fri Mar 27 21:17:38 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Fri, 27 Mar 2009 18:17:38 -0700
Subject: [rt-users] rt-client 0.2.1 released
Message-ID: <49CD7AB2.5020304@bitstatement.net>

The new version of the gem that includes all the needed dependencies
(including the ones that ought to be included by mime-types) has hit the
public rubyforge servers.  You can "gem update rt-client" if you have the
old version to install all the needed dependencies, or just "gem install
rt-client" if you have not yet installed it.

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

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


From jean-michel.caricand at laposte.net  Sun Mar 29 07:16:20 2009
From: jean-michel.caricand at laposte.net (Jean-Michel Caricand)
Date: Sun, 29 Mar 2009 13:16:20 +0200 (CEST)
Subject: [rt-users] LDAP : a little question
Message-ID: <15317227.248474.1238325380694.JavaMail.www@wwinf8217>

Hi,

I configured my RT server with http://wiki.bestpractical.com/view/LdapSiteConfigSettings document. That works for user authentication. 

I created a group named logiciels (not LDAP group). How to add LDAP users in this group ? I didn't see any users in my form http://localhost/Admin/Groups/Members.html?id=32

I made a mistake ?

Thanks.

- Jean-Michel
 

 Cr?ez votre adresse ?lectronique prenom.nom at laposte.net 
 1 Go d'espace de stockage, anti-spam et anti-virus int?gr?s.
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From i.mosyagin at perevedem.ru  Sun Mar 29 16:24:08 2009
From: i.mosyagin at perevedem.ru (Igor Mosyagin)
Date: Mon, 30 Mar 2009 00:24:08 +0400
Subject: [rt-users] LDAP : a little question
Message-ID: <62f129c40903291324u65913b3dnf9d5e9718eb65050@mail.gmail.com>

That users have "grant rights" checkbox activated?
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From tnuro at yahoo.com.au  Sun Mar 29 19:54:40 2009
From: tnuro at yahoo.com.au (TN)
Date: Mon, 30 Mar 2009 10:54:40 +1100
Subject: [rt-users] bizarre logouts with mysql on top level links
In-Reply-To: <20090324191300.GG624@17h.local>
References: <49C86480.5090604@yahoo.com.au> <20090324191300.GG624@17h.local>
Message-ID: <49D00A40.4030602@yahoo.com.au>

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From tnuro at yahoo.com.au  Mon Mar 30 00:32:32 2009
From: tnuro at yahoo.com.au (TN)
Date: Mon, 30 Mar 2009 15:32:32 +1100
Subject: [rt-users] bizarre logouts with mysql on top level links -
	SOLVED
In-Reply-To: <49D00A40.4030602@yahoo.com.au>
References: <49C86480.5090604@yahoo.com.au> <20090324191300.GG624@17h.local>
	<49D00A40.4030602@yahoo.com.au>
Message-ID: <49D04B60.6020408@yahoo.com.au>

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From Richard.Foley at rfi.net  Mon Mar 30 03:41:04 2009
From: Richard.Foley at rfi.net (Richard Foley)
Date: Mon, 30 Mar 2009 09:41:04 +0200
Subject: [rt-users] scrip creating multiple (5?) approvals
In-Reply-To: <42C8C852-FBB6-4751-B37D-7F484A36A621@wgm.us>
References: <42C8C852-FBB6-4751-B37D-7F484A36A621@wgm.us>
Message-ID: <200903300941.05040.Richard.Foley@rfi.net>

Bingo - thanks Jon, that did it!

I notice the Transaction description in the glossary is not so helpful:

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

	"transaction (definition needed)"

Description anyone ?-)

--
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Friday 27 March 2009 19:53:25 Jon Baker wrote:
> That looks to me that you're going to execute that approval script for  
> every transaction that occurs in the ticket.
> 
> Test for
> 
> lc($self->TransactionObj->Type) eq "create"
> 
> to only fire the event when the ticket is created.
> 
>  > Condition: User Defined
>  > 	my $ticket= $self->TicketObj;
>  > 	if ( $ticket->FirstCustomFieldValue('ticketType') =~ /change  
> request/i ) {
>  >   		return 1;
>  > 	} else {
>  >   		return 0;
>  > 	}
>  >
>  > Custom action preparation code:
>  > 	return 1;
>  >
>  > Custom action cleanup code:	
>  > 	return 1;
>  >
>  > I create a ticket of type 'change request' and recieve 5 identical  
> approvals
>  > for the originating ticket.  Anyone have any bright suggestions as to
> why...?
> 
> -- 
> Jon Baker
> Information Technology
> Willie George Ministries
> 1003 N 129th E Ave
> Tulsa OK 74116
> (918) 234-5656
> 
> 




From jul-rt at julbox.net  Mon Mar 30 10:53:47 2009
From: jul-rt at julbox.net (jul)
Date: Mon, 30 Mar 2009 16:53:47 +0200 (CEST)
Subject: [rt-users] onCorrespond second scrip is ignored + business Date
Message-ID: <53708.213.41.242.148.1238424827.squirrel@squirrel.est-unique.net>

Hello,

I stumble on a simple problem that I cant fix since I dont know whether it
is a bug or a feature :
I use to have more than one onCorrespond scrip (I believe). Since I
installed Extension::SLA it seems that only the first scrip by Id is
called.

It seems to me that RT::Extension might have introduced that behaviour.

It may also be that I did not noticed it sooner.

However my diagnostic is that there is a 95% chance I introduced a
chair/keyboard bug.  ;)
What is your opinion ?


Since I find Extension SLA quite tough to use, I was thinking of using
Business::Date in a scrip to fix Due Date in two business Day. ?use? works
or do I have to play with BEGIN {  } to had the INC paths ?



Thanks

-- 
Julien Tayon // digital craftsman // making things simpler (when possible)

I've got a very bad feeling about this.
		-- Han Solo




From gleduc at mail.sdsu.edu  Mon Mar 30 11:33:41 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 30 Mar 2009 08:33:41 -0700
Subject: [rt-users] onCorrespond second scrip is ignored + business Date
In-Reply-To: <53708.213.41.242.148.1238424827.squirrel@squirrel.est-uniq
	ue.net>
References: <53708.213.41.242.148.1238424827.squirrel@squirrel.est-unique.net>
Message-ID: <6.2.1.2.2.20090330082835.026cfab0@mail.sdsu.edu>

Hi Julien,

This input is for Business::Hours rather than SLA (never used SLA).  I use 
Business::Hours both to set an appropriate due date for us (our hours are 
8x5) and to generate reminders when the due date is getting close.  I use 
"use Business::Hours;" in my scripts.

Gene

At 07:53 AM 3/30/2009, jul wrote:
>Hello,
>
>I stumble on a simple problem that I cant fix since I dont know whether it
>is a bug or a feature :
>I use to have more than one onCorrespond scrip (I believe). Since I
>installed Extension::SLA it seems that only the first scrip by Id is
>called.
>
>It seems to me that RT::Extension might have introduced that behaviour.
>
>It may also be that I did not noticed it sooner.
>
>However my diagnostic is that there is a 95% chance I introduced a
>chair/keyboard bug.  ;)
>What is your opinion ?
>
>Since I find Extension SLA quite tough to use, I was thinking of using
>Business::Date in a scrip to fix Due Date in two business Day. ?use? works
>or do I have to play with BEGIN {  } to had the INC paths ?
>
>Thanks
>
>--
>Julien Tayon // digital craftsman // making things simpler (when possible)


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



From givano at gmail.com  Mon Mar 30 11:50:16 2009
From: givano at gmail.com (Givano)
Date: Mon, 30 Mar 2009 17:50:16 +0200
Subject: [rt-users] Umlaute in attachment filename RT 3.8.1
Message-ID: 

Hello Everybody!

when I try to create a new ticket in any queue and attach a doc file
????dfasdf.doc I am getting "Ticket could not be created due to an internal
error" message, in the log file following output is coming:

[Mon Mar 30 15:21:17 2009] [debug]: Guessed encoding: utf8
(/opt/rt3/bin/../lib/RT/I18N.pm:416)
[Mon Mar 30 15:21:17 2009] [debug]: Guessed encoding: utf8
(/opt/rt3/bin/../lib/RT/I18N.pm:416)
[Mon Mar 30 15:21:17 2009] [debug]: About to think about scrips for
transaction #40891 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:17 2009] [debug]: About to think about scrips for
transaction #40892 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:17 2009] [debug]: About to think about scrips for
transaction #40893 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:17 2009] [debug]: About to think about scrips for
transaction #40894 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:18 2009] [debug]: Max size is 10000000
(/opt/rt3/bin/../lib/RT/Record.pm:743)
[Mon Mar 30 15:21:18 2009] [warning]: DBD::Pg::st execute failed: ERROR:
invalid byte sequence for encoding "UTF8": 0xf6f6e4e4
HINT: This error can also happen if the byte sequence does not match the
encoding expected by the server, which is controlled by "client_encoding".
(/usr/lo
cal/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Mon Mar 30 15:21:18 2009] [warning]: RT::Handle=HASH(0xa1f0b3c) couldn't
execute the query 'INSERT INTO Attachments (Subject, Filename, ContentType,
Headers
, Creator, MessageId, Parent, Created, Content, ContentEncoding,
TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/local/share/perl/5.8.8/DBIx
/SearchBuilder/Handle.pm line 518
  DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa1f0b3c)',
'INSERT INTO Attachments (Subject, Filename, ContentType, Head...',
'\x{c3}\x{
b6}\x{c3}\x{b6}\x{c3}\x{a4}\x{c3}\x{a4}dfasdf.doc',
'dfasdf.doc', 'application/msword', 'Subject:
\x{c3}\x{b6}\x{c3}\x{b6}\x{c3}\x{a4}\x{c3}\
x{a4}dfasdf.doc\x{a}MIME-Version: 1.0\x{a}Content-Type: a...', 132, '',
26479, ...) called at
/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 3
53

.........skipped......

[Mon Mar 30 15:21:18 2009] [crit]: Attachment insert failed: ERROR: invalid
byte sequence for encoding "UTF8": 0xf6f6e4e4
HINT: This error can also happen if the byte sequence does not match the
encoding expected by the server, which is controlled by "client_encoding".
(/opt/rt
3/bin/../lib/RT/Attachment_Overlay.pm:191)
[Mon Mar 30 15:21:18 2009] [crit]: Attachment insert failed: ERROR: invalid
byte sequence for encoding "UTF8": 0xf6f6e4e4
HINT: This error can also happen if the byte sequence does not match the
encoding expected by the server, which is controlled by "client_encoding".
(/opt/rt
3/bin/../lib/RT/Attachment_Overlay.pm:164)
[Mon Mar 30 15:21:18 2009] [debug]: About to think about scrips for
transaction #40895 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:18 2009] [debug]: About to prepare scrips for transaction
#40895 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xac75134) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [err]: RT::Scrips=HASH(0xafa1674) couldn't load
ticket 2443 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:291)
[Mon Mar 30 15:21:18 2009] [debug]: Found 10 scrips for TransactionCreate
stage with applicable type(s) Create
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Mon Mar 30 15:21:18 2009] [debug]: Scrip 15 has been applied, since it is
not deactivated for Queue
(/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:378)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xa8b25d8) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [crit]: HasRight called with no valid object
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322)
[Mon Mar 30 15:21:18 2009] [info]: Scrip 24 has NOT been applied, since it
is deactivated for Queue (/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:374)
[Mon Mar 30 15:21:18 2009] [info]: Scrip 25 has NOT been applied, since it
is deactivated for Queue (/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:374)
[Mon Mar 30 15:21:18 2009] [info]: Scrip 26 has NOT been applied, since it
is deactivated for Queue (/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:374)
[Mon Mar 30 15:21:18 2009] [info]: Scrip 23 has NOT been applied, since it
is deactivated for Queue (/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:374)
[Mon Mar 30 15:21:18 2009] [debug]: Scrip 3 has been applied, since it is
not deactivated for Queue
(/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:378)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xadd4afc) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [crit]: HasRight called with no valid object
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322)
[Mon Mar 30 15:21:18 2009] [debug]: Scrip 4 has been applied, since it is
not deactivated for Queue
(/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:378)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xac77ec8) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [crit]: HasRight called with no valid object
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322)
[Mon Mar 30 15:21:18 2009] [debug]: Scrip 18 has been applied, since it is
not deactivated for Queue
(/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:378)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xaa987b8) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [crit]: HasRight called with no valid object
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322)
[Mon Mar 30 15:21:18 2009] [debug]: Scrip 19 has been applied, since it is
not deactivated for Queue
(/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:378)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xadadb38) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [crit]: HasRight called with no valid object
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322)
[Mon Mar 30 15:21:18 2009] [debug]: Scrip 2 has been applied, since it is
not deactivated for Queue
(/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:378)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xac77b98) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [crit]: HasRight called with no valid object
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xadaa0b4) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [crit]: HasRight called with no valid object
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322)
[Mon Mar 30 15:21:18 2009] [debug]: About to commit scrips for transaction
#40895 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:176)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xadd71b0) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:19 2009] [error]: Ticket couldn't be created:
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)
[Mon Mar 30 15:21:19 2009] [error]: WebRT: Ticket could not be created due
to an internal error (/opt/rt3/share/html/Elements/Error:82)

When I try to attach the same doc file named with cyrillic characters like
?????????.doc it works without any problems. When I mix umlauts with
cyrillic it also works. And it also works when I attach the same file in
reply or comment or jumbo form.

My configuration: RT 3.8.1, running on Debian Etch with Postgres 8.1.15,
Perl 5.8.8

Anyone knows how to solve this problem?

Thanks in advance,

Ivan
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From givano at gmail.com  Mon Mar 30 11:58:16 2009
From: givano at gmail.com (Givano)
Date: Mon, 30 Mar 2009 17:58:16 +0200
Subject: [rt-users] Command By Email and Multi-Value Custom Field
In-Reply-To: <7314881427FC8A4081673E8CEEA792490D693B19@EXMIAMI01.compupay.com>
References: <7314881427FC8A4081673E8CEEA792490D693B19@EXMIAMI01.compupay.com>
Message-ID: 

Hi Robert,

I had similar problem with one values fields with spacing in the name and it
worked only after I removed the spacing. I didn't tried it with "Select
multiple values"  fields.

BR, Ivan

2009/3/20 Robert Walford 

>  Hi Guys,
>
>
>
> I am experiencing an issue using CommandByMail and multi-valued custom
> fields.  We running RT 3.8.2.
>
>
>
> The following fields are one value and works perfectly.
>
> cf.{Category}: Telecom ? Combobox: Select or enter one value
>
> cf.{Origin}: E-mail -  Select one value
>
> cf.{Severity_Level}: 5 -  Select one value
>
>
>
> But the following fields are multiple values and do not work.
>
> cf.{Equipment Impacted}: Router ? Select multiple values
>
> cf.{Services Impacted}: Internet ? Select multiple values
>
>
>
>
>
> Due to the spacing in the field name we have tried with quotations
> (single/double) and without.
>
>
>
> Any Thoughts?
>
>
>
>
>
> Regards,
>
>
>
> Robert Walford
>
> Network Administrator
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 ruslan.zakirov at gmail.com  Mon Mar 30 13:15:22 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 30 Mar 2009 21:15:22 +0400
Subject: [rt-users] Command By Email and Multi-Value Custom Field
In-Reply-To: 
References: <7314881427FC8A4081673E8CEEA792490D693B19@EXMIAMI01.compupay.com>
	
Message-ID: <589c94400903301015ya6fedefjaefc86110f71feb8@mail.gmail.com>

Think that I've implemented these with "Set", "Add" and "Del" prefixes.

On Mon, Mar 30, 2009 at 7:58 PM, Givano  wrote:
> Hi Robert,
>
> I had similar problem with one values fields with spacing in the name and it
> worked only after I removed the spacing. I didn't tried it with "Select
> multiple values" ?fields.
>
> BR, Ivan
>
> 2009/3/20 Robert Walford 
>>
>> Hi Guys,
>>
>>
>>
>> I am experiencing an issue using CommandByMail and multi-valued custom
>> fields.? We running RT 3.8.2.
>>
>>
>>
>> The following fields are one value and works perfectly.
>>
>> cf.{Category}: Telecom ? Combobox: Select or enter one value
>>
>> cf.{Origin}: E-mail - ?Select one value
>>
>> cf.{Severity_Level}: 5 - ?Select one value
>>
>>
>>
>> But the following fields are multiple values and do not work.
>>
>> cf.{Equipment Impacted}: Router ? Select multiple values
>>
>> cf.{Services Impacted}: Internet ? Select multiple values
>>
>>
>>
>>
>>
>> Due to the spacing in the field name we have tried with quotations
>> (single/double) and without.
>>
>>
>>
>> Any Thoughts?
>>
>>
>>
>>
>>
>> Regards,
>>
>>
>>
>> Robert Walford
>>
>> Network Administrator
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 toml at bitstatement.net  Mon Mar 30 14:07:18 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 30 Mar 2009 11:07:18 -0700
Subject: [rt-users] help with scrip from wiki
Message-ID: <49D10A56.3050505@bitstatement.net>

I don't see anything wrong with this, but I haven't done much scrip
programming.  I took the scrip from

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

and made a template with it, pretty much verbatim.  Only problem is, when
the email is sent the "Complete Ticket History" section is empty.

Is this scrip on the wiki up to date for RT 3.8.2?

Is there a way I can take a scrip like this and put it into a perl script to
debug it from a shell?  I can't quite see how...

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

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


From toml at bitstatement.net  Mon Mar 30 14:21:55 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 30 Mar 2009 11:21:55 -0700
Subject: [rt-users] help with scrip from wiki
In-Reply-To: <49D10A56.3050505@bitstatement.net>
References: <49D10A56.3050505@bitstatement.net>
Message-ID: <49D10DC3.8060404@bitstatement.net>

> I don't see anything wrong with this, but I haven't done much scrip
> programming.  I took the scrip from
> 
> http://wiki.bestpractical.com/view/AddTicketHistoryToMail

I think I've solved my own problem.  There's a regex in the script that
skips transactions where the content type is text/html ... and they all are
(since using the rich text editor).  So I added that content type to the
regex and another regex on the $content variable to strip HTML tags.

> Is there a way I can take a scrip like this and put it into a perl script to
> debug it from a shell?  I can't quite see how...

This would still be nice to know how to do, if possible.

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

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


From RobertWalford at compupay.com  Mon Mar 30 14:42:44 2009
From: RobertWalford at compupay.com (Robert Walford)
Date: Mon, 30 Mar 2009 14:42:44 -0400
Subject: [rt-users] Command By Email and Multi-Value Custom Field
In-Reply-To: <7314881427FC8A4081673E8CEEA792490D693B26@EXMIAMI01.compupay.com>
References: <7314881427FC8A4081673E8CEEA792490D693B19@EXMIAMI01.compupay.com>
	<7314881427FC8A4081673E8CEEA792490D693B26@EXMIAMI01.compupay.com>
Message-ID: <7314881427FC8A4081673E8CEEA792490D693B2E@EXMIAMI01.compupay.com>

Thanks for all your suggestions. The below resolved the issue for me
(replacing the spaces with underscores_ ).

 

From: Givano [mailto:givano at gmail.com] 
Sent: Monday, March 30, 2009 11:58 AM
To: Robert Walford
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Command By Email and Multi-Value Custom Field

 

Hi Robert,

I had similar problem with one values fields with spacing in the name
and it worked only after I removed the spacing. I didn't tried it with
"Select multiple values"  fields.

BR, Ivan

 

 

Regards,

 

Robert Walford

Network Administrator

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert
Walford
Sent: Tuesday, March 24, 2009 12:41 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Command By Email and Multi-Value Custom Field

 

Anyone?

 

Thanks,

 

Robert Walford

Network Administrator

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert
Walford
Sent: Friday, March 20, 2009 10:31 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Command By Email and Multi-Value Custom Field

 

Hi Guys,

 

I am experiencing an issue using CommandByMail and multi-valued custom
fields.  We running RT 3.8.2.

 

The following fields are one value and works perfectly.

cf.{Category}: Telecom - Combobox: Select or enter one value

cf.{Origin}: E-mail -  Select one value

cf.{Severity_Level}: 5 -  Select one value

 

But the following fields are multiple values and do not work.

cf.{Equipment Impacted}: Router - Select multiple values

cf.{Services Impacted}: Internet - Select multiple values

 

 

Due to the spacing in the field name we have tried with quotations
(single/double) and without.

 

Any Thoughts?

 

 

Regards,

 

Robert Walford

Network Administrator

 

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From SMchugh at grey.com  Mon Mar 30 19:04:29 2009
From: SMchugh at grey.com (Mchugh, Sean)
Date: Mon, 30 Mar 2009 19:04:29 -0400
Subject: [rt-users] ExternalAuth + Anonymous emails to queue
Message-ID: 

Hi all,

 

I'm using RT with ExternalAuth (v 0.8);  everything works perfectly fine

with respect to ldap/AD authentication and access.

 

However, I'm trying to allow a single queue to receive requests from any

email address (ie.  @gmail , etc) without knowing who the end user is
and

without creating accounts for these folks...

 

On the Queue, I have Everyone with the following rights:

 

 CommentOnTicket

 CreateTicket

 ModifyTicket

 ReplyToTicket

 SeeQueue

 ShowTicket

 

 

Is it possible to do this without a major hack/reconfig ?

 

Thanks

 

Sean McHugh

VP, Dir. of Global Services

Grey Group

p. 212-546-1926

m. smchugh at grey.com

c. 917-916-8644

 

 

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From aaron at guise.net.nz  Tue Mar 31 01:31:41 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Tue, 31 Mar 2009 18:31:41 +1300
Subject: [rt-users] RT 3.8.2 install failed due XML::RSS
In-Reply-To: <200903271239.04889.t.kaehler@digitec.de>
References: <200903271131.44993.t.kaehler@digitec.de>
	<49CCB2BF.7070302@linuxia.de> 
	<200903271239.04889.t.kaehler@digitec.de>
Message-ID: 

Try installing from apt repositories 'apt-get install -y libxml-rss-perl'
then re-run make fixdeps.  I found this worked a treat on our recent
re-install of RT.

*Regards,*

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



On Sat, Mar 28, 2009 at 12:39 AM, Torsten Kaehler wrote:

> > Torsten Kaehler wrote:
> > > Hello,
> > >
> > > I want to install RT 3.8.2 on a Debian (UCS) System, but I get an error
> > > with 'make fixdeps':
> > >
> > > perl:
> > >         >=5.8.3(5.8.8)...found
> > >
> > > users:
> > >         rt group (www-data)...found
> > >         bin owner (root)...found
> > >         libs owner (root)...found
> > >         libs group (bin)...found
> > >         web owner (www-data)...found
> > >         web group (www-data)...found
> > > ...
> > >
> > > SOME DEPENDENCIES WERE MISSING.
> > > MASON missing dependencies:
> > >         XML::RSS >= 1.05...MISSING
> > > make: *** [fixdeps] Fehler 1
> > >
> > > Then I want to install the modul:
> > > # /usr/bin/perl  -MCPAN -e'install XML::RSS'
> > > PAN: Storable loaded ok (v2.15)
> > > Going to read /root/.cpan/Metadata
> > >   Database was generated on Fri, 27 Mar 2009 04:27:05 GMT
> > > XML::RSS is up to date (1.43).
> > >
> > > That mean, XML::RSS is installed in the version 1.43, but 'make
> fixdeps'
> > > did not find the modul.
> > >
> > > Has anyone an idea, how  I can resolve this problem?
> >
> > Perl in your $PATH is maybe different from /usr/bin/perl.
> >
> > Regards
> >       Racke
>
> No, perl in the $PATH are not different from /usr/bin/perl.
>
> Can I continue with the RT Installation without problems or will RT later
> still missing XML::RSS?
>
> Regards,
>
> Torsten K?hler
> --
> digitec GmbH
> Amsinckstra?e 57
> 20097 Hamburg
>
> Tel. +49 40 23776-117
> Fax  +49 40 23776-200
>
> www.digitec.de
>
>
> ________________________________________________________________________________
>
> digitec GmbH EDV-Beratung, Soft- und Hardware
> Sitz Hamburg - HRB 28818, Amtsgericht Hamburg - Steuer-Nr. 2279101874
> Gesch?ftsf?hrer Klaus Bredow, Hans-Joachim H?nel, Hans-J?rgen Joost
>
> WICHTIGER HINWEIS
> Die Kommunikation mit digitec GmbH per Email dient nur dem Zweck der
> schnellen
> Information.
> Rechtsverbindliche Absprachen kommen ?ber dieses Medium nicht zustande !
>
> IMPORTANT NOTICE
> Communication with digitec GmbH via email is for quick information purposes
> only.
> This medium is not to be used for the  exchange of legally binding
> statements !
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 ivan.samarin at aon.at  Tue Mar 31 03:46:44 2009
From: ivan.samarin at aon.at (Ivan Samarin)
Date: Tue, 31 Mar 2009 09:46:44 +0200
Subject: [rt-users] sort by Custom field
In-Reply-To: <996ab0890903161729l41a56da8w191dc21aae444c36@mail.gmail.com>
References: <996ab0890903161729l41a56da8w191dc21aae444c36@mail.gmail.com>
Message-ID: 

Hello,

Anyone have an idea how to do that?
@Matt: could you find any solution?

BR,
Ivan

2009/3/17 Matt Hoover 

> I have some users asking to be able to "CLICK" on the headers in a search.
> Headers that contain custom fields are not clickable.  How can I make them
> functional and clickable by our users?
>
> Matt
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From martin at proxmox.com  Tue Mar 31 03:23:42 2009
From: martin at proxmox.com (Martin Maurer)
Date: Tue, 31 Mar 2009 09:23:42 +0200
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <20090316173117.GE7056@gunboat-diplomat.oucs.ox.ac.uk>
References: <20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk><7B7881568CF40E4388B615CD06F87B9809896A@clara.maurer-it.com><20090127164514.GE24389@gunboat-diplomat.oucs.ox.ac.uk><20090204140527.GK31458@gunboat-diplomat.oucs.ox.ac.uk>
	<20090316173117.GE7056@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <7B7881568CF40E4388B615CD06F87B98098C8D@clara.maurer-it.com>

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves
> Sent: Montag, 16. M?rz 2009 18:31
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
> 
> On Wed, Feb 04, 2009 at 02:05:27PM +0000, Dominic Hargreaves wrote:
> > On Tue, Jan 27, 2009 at 04:45:15PM +0000, Dominic Hargreaves wrote:
> > > I hesitate to say again, since I previously expected to be able to
> do an
> > > upload the same week. I'm just testing our current candidate, but
> > > there's a new bug which requires a new package upload to Debian
> which
> > > I'll want to get in before a new upload, so it may not be for
> another
> > > week or so.
> >
> > Current status is that this is currently stalled on a new package
> > waiting in NEW[0] (libipc-run-safehandles-perl)
> >
> > I would hazard a guess that ftpmasters are busy preparing for the
> > release of Lenny, so this might not get processed for a few weeks.
> 
> RT 3.8.2 packages are now in unstable.
> 
> Cheers,
> Dominic.
> 

Hi Dominic,

Thanks for this, I see the 3.8.2 packages are already in unstable AND testing - but what about the original discussed idea to have an extra repo with rt 3.8.x for Lenny?

Best Regards,

Martin Maurer

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



From alberto.villanueva at altran.es  Tue Mar 31 05:25:01 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 31 Mar 2009 11:25:01 +0200
Subject: [rt-users] Question about RT installation
Message-ID: 

Hi all!

 

I have a stupid question, and I think the answer is simple, but Internet doesn't
run well :-( :-(

 

The question is: Is tomcat used by RT? I think it's no, but I have the doubt :-(
:-(

 

Thanks a lot!

 

Best regards,


ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

Altran

 

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

  www.altran.es

 

 

 

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From torsten.brumm at Kuehne-Nagel.com  Tue Mar 31 05:58:36 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Tue, 31 Mar 2009 11:58:36 +0200
Subject: [rt-users] Question about RT installation
In-Reply-To: 
References: 
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401E8EBC9@w3hamboex11.ger.win.int.kn>

RT is based on perl, not Java, you don't need Tomcat

Torsten


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Alberto Villanueva
Gesendet: Dienstag, 31. Maerz 2009 11:25
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] Question about RT installation



Hi all!

 

I have a stupid question, and I think the answer is simple, but Internet doesn't run well :-( :-(

 

The question is: Is tomcat used by RT? I think it's no, but I have the doubt :-( :-(

 

Thanks a lot!

 

Best regards,


ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

 

 

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

www.altran.es  

 

 

 


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From kmcdermo at purdue.edu  Tue Mar 31 09:59:05 2009
From: kmcdermo at purdue.edu (Keith A McDermott)
Date: Tue, 31 Mar 2009 09:59:05 -0400
Subject: [rt-users] Database relocated onto alternate server
Message-ID: <49D221A9.1000806@purdue.edu>

Hi there,

I'm moving forward with my testing of RT 3.8.2.

Setup:
Virtual machine (Virtualbox) running RT3.8.2 in Debian Etch.  Web port 
is forwarded to the virtual machine through the host but otherwise there 
is no access to the VM.  I moved the database onto a production database 
server.

RT_SiteConfig.pm has been altered to say:
$DatabaseHost is set to dbproductionserver
$DatabaseRTHost is set to the hostname of the vm host machine

Problem:
In the apache error logs, I get:
DBI connect('dbname=rt;host=dbproductionhost','rt_user',...) failed: 
Access denied for user: 'rt_user at hostmachineHostname' (Using password: 
YES) at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106
[Tue Mar 31 08:58:05 2009] [error] [client hostmachine.ip.goes.here] 
Connect Failed Access denied for user: 'rt_user at hostmachineHostname' 
(Using password: YES)\n at /opt/rt3/bin/../lib/RT.pm line 204\n

And I get a 500 server error page returned to me.  However, I can use 
the mysql command line tools from the virtual machine and connect just fine.

Is there possibly a port that's being expected to be open that i need to 
forward or something else that I'm missing?  This seemed like a pretty 
straightforward change in the beginning...

-- 

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

Web:    http://www.physics.purdue.edu/pcn
E-mail: kmcdermo at purdue.edu
Phone:  (765)49-45562
Address:525 Northwestern Avenue
        West Lafayette, IN 47907

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



From mleon at wirewatchers.com  Tue Mar 31 13:58:45 2009
From: mleon at wirewatchers.com (=?ISO-8859-1?Q?Max_Le=F3n?=)
Date: Tue, 31 Mar 2009 11:58:45 -0600
Subject: [rt-users] Problem with AD auth, error on new accounts.
Message-ID: 

Hi again,

I have manage with help from the group to get RT to authenticate againsta an
AD 2003 box, now I have very unusual problem.
I was using user A for testing and once I was able to authenticate with it
and get to the dashboard screen I thought the problem was resolved, now here
is the odd part, every new user from the AD that tries to authenticate gets
this error message (root and that 1 AD account have no problems):

Can't locate object method "host" via package "URI::_generic" at
/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190, line 514

Which takes me to this sub routine:
sub Redirect {
    my $redir_to = shift;
    untie $HTML::Mason::Commands::session;
    my $uri = URI->new($redir_to);
    my $server_uri = URI->new( RT->Config->Get('WebURL') );

    # If the user is coming in via a non-canonical
    # hostname, don't redirect them to the canonical host,
    # it will just upset them (and invalidate their credentials)
    # don't do this if $RT::CanoniaclRedirectURLs is true
    if (   !RT->Config->Get('CanonicalizeRedirectURLs')   <-- THIS IS THE
LINE OF THE ERROR   This is line 190.
        && $uri->host eq $server_uri->host
        && $uri->port eq $server_uri->port )
    {
        if ( defined $ENV{HTTPS} and $ENV{'HTTPS'} eq 'on' ) {
            $uri->scheme('https');
        }
        else {
            $uri->scheme('http');
        }

        # [rt3.fsck.com #12716] Apache recommends use of $SERVER_HOST
        $uri->host( $ENV{'SERVER_HOST'} || $ENV{'HTTP_HOST'} );
        $uri->port( $ENV{'SERVER_PORT'} );
    }



While on the RT log I can see this:

[Thu Mar 26 20:35:31 2009] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)

[Thu Mar 26 20:35:31 2009] [debug]: Calling UserExists with $username
(evol.johnson) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)

[Thu Mar 26 20:35:31 2009] [debug]: UserExists
params:

username: evol.johnson , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)

[Thu Mar 26 20:35:31 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)

[Thu Mar 26 20:35:31 2009] [debug]: Password validation required for service
- Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)

[Thu Mar 26 20:35:31 2009] [debug]: Trying external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)

[Thu Mar 26 20:35:31 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(sAMAccountName=evol.johnson)(objectClass=*)) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)

[Thu Mar 26 20:35:31 2009] [debug]: Found LDAP DN: CN=Evol
Johnson,CN=Users,DC=cr,DC=digitalarbor,DC=com
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)

[Thu Mar 26 20:35:31 2009] [info]: My_LDAP AUTH FAILED evol.johnson (can't
bind: LDAP_INVALID_CREDENTIALS 49 )
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:82)

[Thu Mar 26 20:35:31 2009] [debug]: LDAP password validation result: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)

[Thu Mar 26 20:35:31 2009] [debug]: Password Validation Check Result:  0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)

[Thu Mar 26 20:35:31 2009] [debug]: Autohandler called ExternalAuth.
Response: (0, Password Invalid)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)

[Thu Mar 26 20:35:31 2009] [error]: FAILED LOGIN for evol.johnson from
192.168.0.71 (/opt/rt3/share/html/autohandler:268)
[Thu Mar 26 20:35:40 2009] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)

[Thu Mar 26 20:35:40 2009] [debug]: Calling UserExists with $username
(evol.johnson) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)

[Thu Mar 26 20:35:40 2009] [debug]: UserExists
params:

username: evol.johnson , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)

[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)

[Thu Mar 26 20:35:40 2009] [debug]: Password validation required for service
- Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)

[Thu Mar 26 20:35:40 2009] [debug]: Trying external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)

[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(sAMAccountName=evol.johnson)(objectClass=*)) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)

[Thu Mar 26 20:35:40 2009] [debug]: Found LDAP DN: CN=Evol
Johnson,CN=Users,DC=cr,DC=digitalarbor,DC=com
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)

[Thu Mar 26 20:35:40 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth
External Auth OK ( My_LDAP ): evol.johnson
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)

[Thu Mar 26 20:35:40 2009] [debug]: LDAP password validation result: 1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)

[Thu Mar 26 20:35:40 2009] [debug]: Password Validation Check Result:  1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)

[Thu Mar 26 20:35:40 2009] [debug]: Authentication successful. Now updating
user information and attempting login.
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179)

[Thu Mar 26 20:35:40 2009] [debug]: UserExists
params:

username: evol.johnson , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)

[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)

[Thu Mar 26 20:35:40 2009] [debug]: UserExists
params:

username: evol.johnson , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(objectClass=nomatch)(sAMAccountName=evol.johnson)) ==
Attrs: uid
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:398)
[Thu Mar 26 20:35:40 2009] [info]: User marked as ENABLED ( evol.johnson )
per External Service (0, That is already the current value)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274)
[Thu Mar 26 20:35:40 2009] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with:
Name: evol.johnson
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
[Thu Mar 26 20:35:40 2009] [debug]: Attempting to get user info using this
external service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
[Thu Mar 26 20:35:40 2009] [debug]: Attempting to use this canonicalization
key: Name
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Thu Mar 26 20:35:40 2009] [debug]: LDAP Search ===  Base:
cn=users,dc=cr,dc=digitalarbor,dc=com == Filter:
(&(objectClass=*)(sAMAccountName=evol.johnson)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Thu Mar 26 20:35:40 2009] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: ,
Country: , EmailAddress: , ExternalAuthId: evol.johnson, Gecos:
evol.johnson, Name: evol.johnson, Organization: , RealName: Evol
Johnson,State: , WorkPhone: , Zip:
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Thu Mar 26 20:35:40 2009] [debug]: UPDATED user ( evol.johnson ) from
External Service
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307)
[Thu Mar 26 20:35:40 2009] [info]: Successful login for evol.johnson from
192.168.0.71
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219)
[Thu Mar 26 20:35:40 2009] [debug]: Autohandler called ExternalAuth.
Response: (1, Successful login)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)


If anyone has any clue, it will be more than welcome.
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From grobm at vrshell.com  Tue Mar 31 22:13:27 2009
From: grobm at vrshell.com (Mark Grob)
Date: Tue, 31 Mar 2009 22:13:27 -0400
Subject: [rt-users] What are the default scrips for RT in v 3.6?
Message-ID: <0F47D9E1-6326-4A59-BB7F-BC98AC848BCD@vrshell.com>

I keep having an on going issue with the CC of an correspondence not  
getting an email. What are some of the key things I should look over?

I have it currently set to:

Event = On Correspondence

Action = Send correspondence to Requestor and CC.

Template = Correspondence Template.

Comments? It appears to work randomly.


-Mark Grob