From arekm at maven.pl Mon Nov 2 02:13:35 2009 From: arekm at maven.pl (Arkadiusz Miskiewicz) Date: Mon, 2 Nov 2009 08:13:35 +0100 Subject: [rt-users] 3.8.x serious security issue with mixing sessions [SOLVED I think!] In-Reply-To: <20091030192633.GR21065@bestpractical.com> References: <200910231124.01466.arekm@maven.pl> <200910301513.33653.arekm@maven.pl> <20091030192633.GR21065@bestpractical.com> Message-ID: <200911020813.35636.arekm@maven.pl> On Friday 30 of October 2009, Jesse Vincent wrote: > On Fri, Oct 30, 2009 at 03:13:33PM +0100, Arkadiusz Miskiewicz wrote: > > On Friday 23 of October 2009, Arkadiusz Miskiewicz wrote: > > > On Friday 23 of October 2009, Jesse Vincent wrote: > > > > I don't think I've ever seen this wtih RT, but I have seen it with > > > > other applications - the cause is _usually_ an HTTP proxy that's > > > > caching RT's pages. Do you have any sort of HTTP proxy between your > > > > browsers and your server? > > > > > > No proxy. Also rt is served over https. > > > > There is no proxy but apache serving rt had mod_cache module installed > > which turns out to be caching cookies! > > > > Nightmare to track. Uninstalled and so far everything is working nicely. > > > > Now the question is can anything be done on rt level to prevent mod_cache > > from cacheing such stuff and actually creating security issues? > > Well, what does mod_cache need to know not to cache requests? Cache: no-cache but that will prevent caching at all. Seem to be no way to prevent caching cookies from application side. -- Arkadiusz Mi?kiewicz PLD/Linux Team arekm / maven.pl http://ftp.pld-linux.org/ From rodolphe.alt at gmail.com Mon Nov 2 06:00:07 2009 From: rodolphe.alt at gmail.com (Rodolphe ALT) Date: Mon, 2 Nov 2009 12:00:07 +0100 Subject: [rt-users] help in creating Scrips (Nagios autoclose) Message-ID: Hi all, I am trying create a scrip in RT3 for close automaticly the tickets from Nagios alert. I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT Integration" from website http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages https://wiki.koumbit.net/RequestTracker/NagiosBridge But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not analyzed correctly. I mean when I have enabled debug log and this is a log messages like : [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 of ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval 2528):12) [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval 2528):21) [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) And that' all. not Merging ticket ! in scrip, I think this is the line who detect not the ticket : if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) \*\*/ ) { I have tested also without success : if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { And the email subject is like : ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** Can you help me to resolve this code ? Thanks, Regards, Rodolphe ---------------- ALL CODE of actual scrip is here : # If the subject of the ticket matches a pattern suggesting # that this is a Nagios RECOVERY message AND there is # an existing ticket (open or new) in the "General" queue with a matching # "problem description", (that is not this ticket) # merge this ticket into that ticket # # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html my $problem_desc = undef; my $report_type = undef; $RT::Logger->debug("Message Lancement Scrip 14"); my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { # This looks like a nagios recovery message $report_type = $1; $problem_desc = $3; $RT::Logger->debug("Found a recovery msg: $problem_desc"); } else { $RT::Logger->debug("Not a recovery msg: $problem_desc"); return 1; } # Ok, now let's merge this ticket with it's PROBLEM msg. my $search = RT::Tickets->new($RT::SystemUser); $search->LimitQueue(VALUE => 'General'); $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); $search->LimitStatus(VALUE => 'open', OPERATOR => '='); if ($search->Count == 0) { return 1; } my $id = undef; while (my $ticket = $search->Next) { $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); # Ignore the ticket that opened this transation (the recovery one...) next if $self->TicketObj->Id == $ticket->Id; # Look for nagios PROBLEM warning messages... if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) \*\*/ ) { if ($2 eq $problem_desc){ # Aha! Found the Problem TICKET corresponding to this RECOVERY # ticket $id = $ticket->Id; # Nagios may send more then one PROBLEM message, right? $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); # Keep looking for more PROBLEM tickets... $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la r?gle 1!"); } } if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la r?gle 2!"); } } $id || return 1; if ($report_type eq "RECOVERY") { # Auto-close/resolve this whole thing $self->TicketObj->SetStatus( "resolved" ); #$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => 0); } 1; ---------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From rodolphedj at gmail.com Mon Nov 2 06:00:40 2009 From: rodolphedj at gmail.com (Rodolphe A.) Date: Mon, 2 Nov 2009 12:00:40 +0100 Subject: [rt-users] help in creating Scrips (Nagios autoclose) In-Reply-To: References: Message-ID: Hi all, I am trying create a scrip in RT3 for close automaticly the tickets from Nagios alert. I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT Integration" from website http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages https://wiki.koumbit.net/RequestTracker/NagiosBridge But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not analyzed correctly. I mean when I have enabled debug log and this is a log messages like : [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 of ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval 2528):12) [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval 2528):21) [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) And that' all. not Merging ticket ! in scrip, I think this is the line who detect not the ticket : if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) \*\*/ ) { I have tested also without success : if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { And the email subject is like : ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** Can you help me to resolve this code ? Thanks, Regards, Rodolphe ---------------- ALL CODE of actual scrip is here : # If the subject of the ticket matches a pattern suggesting # that this is a Nagios RECOVERY message AND there is # an existing ticket (open or new) in the "General" queue with a matching # "problem description", (that is not this ticket) # merge this ticket into that ticket # # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html my $problem_desc = undef; my $report_type = undef; $RT::Logger->debug("Message Lancement Scrip 14"); my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { # This looks like a nagios recovery message $report_type = $1; $problem_desc = $3; $RT::Logger->debug("Found a recovery msg: $problem_desc"); } else { $RT::Logger->debug("Not a recovery msg: $problem_desc"); return 1; } # Ok, now let's merge this ticket with it's PROBLEM msg. my $search = RT::Tickets->new($RT::SystemUser); $search->LimitQueue(VALUE => 'General'); $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); $search->LimitStatus(VALUE => 'open', OPERATOR => '='); if ($search->Count == 0) { return 1; } my $id = undef; while (my $ticket = $search->Next) { $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); # Ignore the ticket that opened this transation (the recovery one...) next if $self->TicketObj->Id == $ticket->Id; # Look for nagios PROBLEM warning messages... if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) \*\*/ ) { if ($2 eq $problem_desc){ # Aha! Found the Problem TICKET corresponding to this RECOVERY # ticket $id = $ticket->Id; # Nagios may send more then one PROBLEM message, right? $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); # Keep looking for more PROBLEM tickets... $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la r?gle 1!"); } } if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la r?gle 2!"); } } $id || return 1; if ($report_type eq "RECOVERY") { # Auto-close/resolve this whole thing $self->TicketObj->SetStatus( "resolved" ); #$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => 0); } 1; ---------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Richard.Foley at rfi.net Mon Nov 2 06:06:28 2009 From: Richard.Foley at rfi.net (Richard Foley) Date: Mon, 2 Nov 2009 12:06:28 +0100 Subject: [rt-users] help in creating Scrips (Nagios autoclose) In-Reply-To: References: Message-ID: <200911021206.29090.Richard.Foley@rfi.net> You've got a dash (-) character in your regex which doesn't appear in the subject line of the mail. Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) \*\*/ ^ Which might have something to do with it? -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Monday 02 November 2009 12:00:07 Rodolphe ALT wrote: > Hi all, > > I am trying create a scrip in RT3 for close automaticly the tickets from > Nagios alert. > > I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT > Integration" from website > > http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details > > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > > > > https://wiki.koumbit.net/RequestTracker/NagiosBridge > > > > But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not analyzed > correctly. > > I mean when I have enabled debug log and this is a log messages like : > [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 of > ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval > 2528):12) > [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval 2528):21) > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) > > And that' all. not Merging ticket ! > > > in scrip, I think this is the line who detect not the ticket : > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) > \*\*/ ) { > > I have tested also without success : > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > > And the email subject is like : > ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** > ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** > > > Can you help me to resolve this code ? > > > Thanks, > > Regards, > > Rodolphe > > > ---------------- > > > ALL CODE of actual scrip is here : > > # If the subject of the ticket matches a pattern suggesting > # that this is a Nagios RECOVERY message AND there is > # an existing ticket (open or new) in the "General" queue with a matching > # "problem description", (that is not this ticket) > # merge this ticket into that ticket > # > # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > my $problem_desc = undef; > my $report_type = undef; > > $RT::Logger->debug("Message Lancement Scrip 14"); > > my $Transaction = $self->TransactionObj; > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > # This looks like a nagios recovery message > $report_type = $1; > $problem_desc = $3; > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > } else { > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > return 1; > } > > # Ok, now let's merge this ticket with it's PROBLEM msg. > my $search = RT::Tickets->new($RT::SystemUser); > $search->LimitQueue(VALUE => 'General'); > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > 'or'); > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > if ($search->Count == 0) { return 1; } > my $id = undef; > while (my $ticket = $search->Next) { > $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); > # Ignore the ticket that opened this transation (the recovery one...) > next if $self->TicketObj->Id == $ticket->Id; > # Look for nagios PROBLEM warning messages... > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) > \*\*/ ) { > if ($2 eq $problem_desc){ > # Aha! Found the Problem TICKET corresponding to this RECOVERY > # ticket > $id = $ticket->Id; > # Nagios may send more then one PROBLEM message, right? > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " > into $id because of OA number match."); > $self->TicketObj->MergeInto($id); > # Keep looking for more PROBLEM tickets... > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec > la r?gle 1!"); > > } > } > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la > r?gle 2!"); > } > } > > $id || return 1; > > if ($report_type eq "RECOVERY") { > # Auto-close/resolve this whole thing > $self->TicketObj->SetStatus( "resolved" ); > #$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => > 0); > > } > 1; > > > > > > > > > > ---------------- > From sunnavy at bestpractical.com Mon Nov 2 06:31:59 2009 From: sunnavy at bestpractical.com (sunnavy) Date: Mon, 2 Nov 2009 19:31:59 +0800 Subject: [rt-users] help in creating Scrips (Nagios autoclose) In-Reply-To: References: Message-ID: <20091102113159.GA1862@suns-MacBook.local> Hi Rodolphe Maybe you're interested in the RT extension attached, which is based on the wiki you read. I'm thinking of publishing it to CPAN soon. best wishes sunnavy On 09-11-02 12:00, Rodolphe ALT wrote: > Hi all, > > I am trying create a scrip in RT3 for close automaticly the tickets from > Nagios alert. > > I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT > Integration" from website > > http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details > > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > > > > https://wiki.koumbit.net/RequestTracker/NagiosBridge > > > > But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not analyzed > correctly. > > I mean when I have enabled debug log and this is a log messages like : > [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 of > ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval > 2528):12) > [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval 2528):21) > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) > > And that' all. not Merging ticket ! > > > in scrip, I think this is the line who detect not the ticket : > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) > \*\*/ ) { > > I have tested also without success : > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > > And the email subject is like : > ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** > ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** > > > Can you help me to resolve this code ? > > > Thanks, > > Regards, > > Rodolphe > > > ---------------- > > > ALL CODE of actual scrip is here : > > # If the subject of the ticket matches a pattern suggesting > # that this is a Nagios RECOVERY message AND there is > # an existing ticket (open or new) in the "General" queue with a matching > # "problem description", (that is not this ticket) > # merge this ticket into that ticket > # > # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > my $problem_desc = undef; > my $report_type = undef; > > $RT::Logger->debug("Message Lancement Scrip 14"); > > my $Transaction = $self->TransactionObj; > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > # This looks like a nagios recovery message > $report_type = $1; > $problem_desc = $3; > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > } else { > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > return 1; > } > > # Ok, now let's merge this ticket with it's PROBLEM msg. > my $search = RT::Tickets->new($RT::SystemUser); > $search->LimitQueue(VALUE => 'General'); > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > 'or'); > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > if ($search->Count == 0) { return 1; } > my $id = undef; > while (my $ticket = $search->Next) { > $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); > # Ignore the ticket that opened this transation (the recovery one...) > next if $self->TicketObj->Id == $ticket->Id; > # Look for nagios PROBLEM warning messages... > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) > \*\*/ ) { > if ($2 eq $problem_desc){ > # Aha! Found the Problem TICKET corresponding to this RECOVERY > # ticket > $id = $ticket->Id; > # Nagios may send more then one PROBLEM message, right? > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " > into $id because of OA number match."); > $self->TicketObj->MergeInto($id); > # Keep looking for more PROBLEM tickets... > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec > la r?gle 1!"); > > } > } > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la > r?gle 2!"); > } > } > > $id || return 1; > > if ($report_type eq "RECOVERY") { > # Auto-close/resolve this whole thing > $self->TicketObj->SetStatus( "resolved" ); > #$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => > 0); > > } > 1; > > > > > > > > > > ---------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-Extension-Nagios-0.01.tar.gz Type: application/x-tar-gz Size: 21345 bytes Desc: not available URL: From rui-f-meireles at telecom.pt Mon Nov 2 07:37:47 2009 From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles) Date: Mon, 2 Nov 2009 12:37:47 +0000 Subject: [rt-users] Languages in RT References: Message-ID: Can anyone help me with this? Thanks. -----Original Message----- From: Rui Vitor Figueiras Meireles Sent: quarta-feira, 28 de Outubro de 2009 18:22 To: 'rt-users at lists.bestpractical.com' Subject: Languages in RT Hi. I'm using RT 3.6, and I'm Portuguese. I would like to give users the option of changing the language, default being English. However, if I keep this line in RT_SiteConfig.pm: @LexiconLanguages = qw(*) unless (@LexiconLanguages); ... then users that use Internet Explorer will get the default language Spanish! (why?) Firefox defaults to English. So I changed the line to: @LexiconLanguages = qw(en pt) unless (@LexiconLanguages); Result: now the default is English, but Portuguese is no longer an option to choose from... (why?) How can I set Default = English, BUT give users the power to choose? And can Non-staff users choose too? Thanks, Rui Meireles From rui-f-meireles at telecom.pt Mon Nov 2 07:40:12 2009 From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles) Date: Mon, 2 Nov 2009 12:40:12 +0000 Subject: [rt-users] Start ticket ID in 2000 References: Message-ID: Is there any easy way to make ticket IDs start in a number (eg: 2000), instead of starting in 1? If I manually change the ID of a ticket to 2000 will that do the trick? Thank you From elacour at easter-eggs.com Mon Nov 2 07:50:55 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Nov 2009 13:50:55 +0100 Subject: [rt-users] Start ticket ID in 2000 In-Reply-To: References: Message-ID: <20091102125055.GB9172@easter-eggs.com> On Mon, Nov 02, 2009 at 12:40:12PM +0000, Rui Vitor Figueiras Meireles wrote: > > Is there any easy way to make ticket IDs start in a number (eg: 2000), instead of starting in 1? > If I manually change the ID of a ticket to 2000 will that do the trick? > > here are some tips for this: http://wiki.bestpractical.com/view/SetStartingId From elacour at easter-eggs.com Mon Nov 2 07:55:30 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Nov 2009 13:55:30 +0100 Subject: [rt-users] Languages in RT In-Reply-To: References: Message-ID: <20091102125530.GC9172@easter-eggs.com> On Mon, Nov 02, 2009 at 12:37:47PM +0000, Rui Vitor Figueiras Meireles wrote: > > Can anyone help me with this? Thanks. > The default language is the browser language. Then LexiconLanguages limits the available languages. I'm sure it's working on 3.8, can you upgrade to 3.8 ? From elacour at easter-eggs.com Mon Nov 2 08:02:05 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Nov 2009 14:02:05 +0100 Subject: [rt-users] Unable to Upgrade RT 3.6.6 to 3.8.x using MySQL 5.0.77 and provided database upgrade scripts In-Reply-To: <83436142B1652443AD231375C735F850C7DE94@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850C7DE94@exch01roc.darfibernt.local> Message-ID: <20091102130205.GD9172@easter-eggs.com> On Fri, Oct 30, 2009 at 06:36:38PM -0400, Barron, Josh wrote: > > [root at help01 rt-3.8.6]# ./sbin/rt-setup-database --dba root > --prompt-for-dba-password --action upgrade > > 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. > did you entered your MySQL root password here ? From elacour at easter-eggs.com Mon Nov 2 08:05:42 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Nov 2009 14:05:42 +0100 Subject: [rt-users] Quick overlay question In-Reply-To: <4AE8586D.4000807@gmail.com> References: <4AE8586D.4000807@gmail.com> Message-ID: <20091102130541.GE9172@easter-eggs.com> On Wed, Oct 28, 2009 at 10:42:53AM -0400, Mauricio Tavares wrote: > Well, it really boils down to how it works? Do you replace an entire > function in the overlay, the entire .pm file, or what? > there is description of this here: http://wiki.bestpractical.com/view/CustomizingWithOverlays In overlay, you override methods. You can look in RT modules for examples, there is some that use overlay. From elacour at easter-eggs.com Mon Nov 2 08:15:32 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 2 Nov 2009 14:15:32 +0100 Subject: [rt-users] Custom Scrip for ticket move In-Reply-To: <662d45d40910280602w7320dacek8247ffd9a26b9e5d@mail.gmail.com> References: <662d45d40910280602w7320dacek8247ffd9a26b9e5d@mail.gmail.com> Message-ID: <20091102131532.GF9172@easter-eggs.com> On Wed, Oct 28, 2009 at 09:02:09AM -0400, Juan N. DLC wrote: > Hi to all, > > I want to know if someone have a scrip that make a ticket get the priority > and duedate from the queue is moving to. > > ej. > > Ticket#001 in queue#1 with duedate 1/priority 3 > > Ticket#001 have now a dudedate1 and priority 3 > > when the Ticket#001 is moved to queue#2 with duedate 3 / priority 1 - The > ticket still have the queue#1 duedate/priority settings. > > Can some one be so kind to point me to the right direction here or can give > me a scrip for this. > You have to create a scrip "On queue change", in this scrip, get the new queue something like this: my $queue_id = $self->TransactionObj->NewValue; my $queue = RT::Queue->new( $RT::SystemUser ); $queue->Load($queue_id); get values for duedate and priority: $queue->DefaultDueIn; $queue->InitialPriority; use those values to set them on the ticket: # Priority $self->TicketObj->SetPriority($queue->InitialPriority); # Due Date my $due_date = RT::Date->new($RT::SystemUser); $due_date->Set(Format => 'ISO', Value => $self->TicketObj->Due); $due_date->AddDays($queue->InitialPriority); $self->TicketObj->SetDue($due_date->ISO); From rodolphe.alt at gmail.com Mon Nov 2 09:16:19 2009 From: rodolphe.alt at gmail.com (Rodolphe ALT) Date: Mon, 2 Nov 2009 15:16:19 +0100 Subject: [rt-users] help in creating Scrips (Nagios autoclose) In-Reply-To: <20091102113159.GA1862@suns-MacBook.local> References: <20091102113159.GA1862@suns-MacBook.local> Message-ID: Hi Sunnavy, Thanks a lot for this tip, because on the link ( http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages) it was not wrote. I have read the file README. After make and install, I have add this line in file /opt/rt3/etc/RT_SiteConfig.pm Set(@Plugins,qw(RT::Extension::Nagios)); But when I have initialized database (make initdb), i have a message error : [Mon Nov 2 13:30:56 2009] [error]: Action 'Nagios' not found (/opt/rt3/sbin/../lib/RT/Handle.pm:987) And the scrip after that doesn't close always any messages. In the log : [Mon Nov 2 13:45:32 2009] [debug]: Committing scrip #13 on txn #451 of ticket #55 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Mon Nov 2 13:45:32 2009] [debug]: Found a recovery msg: ((eval 3253):18) And that's all. Regards, Rodolphe The scrip --------------------------------- # If the subject of the ticket matches a pattern suggesting # that this is a Nagios RECOVERY message AND there is # an existing ticket (open or new) in the "General" queue with a matching # "problem description", (that is not this ticket) # merge this ticket into that ticket # # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html my $problem_desc = undef; my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); #if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) { if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { # This looks like a nagios recovery message $problem_desc = $2; $RT::Logger->debug("Found a recovery msg: $problem_desc"); } else { $RT::Logger->debug("Not a recovery msg: $problem_desc"); return 1; } # Ok, now let's merge this ticket with it's PROBLEM msg. my $search = RT::Tickets->new($RT::SystemUser); $search->LimitQueue(VALUE => 'General'); $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); $search->LimitStatus(VALUE => 'open', OPERATOR => '='); if ($search->Count == 0) { return 1; } my $id = undef; while (my $ticket = $search->Next) { # Ignore the ticket that opened this transation (the recovery one...) next if $self->TicketObj->Id == $ticket->Id; # Look for nagios PROBLEM warning messages... if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { if ($2 eq $problem_desc){ # Aha! Found the Problem TICKET corresponding to this RECOVERY # ticket $id = $ticket->Id; # Nagios may send more then one PROBLEM message, right? $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); # Keep looking for more PROBLEM tickets... } } } $id || return 1; # Auto-close/resolve this whole thing $self->TicketObj->SetStatus( "resolved" ); 1; ----------------------------------- 2009/11/2 sunnavy > Hi Rodolphe > > Maybe you're interested in the RT extension attached, which is based on the > wiki you read. > I'm thinking of publishing it to CPAN soon. > > best wishes > sunnavy > > On 09-11-02 12:00, Rodolphe ALT wrote: > > Hi all, > > > > I am trying create a scrip in RT3 for close automaticly the tickets from > > Nagios alert. > > > > I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT > > Integration" from website > > > > > http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details > > > > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > > > > > > > > https://wiki.koumbit.net/RequestTracker/NagiosBridge > > > > > > > > But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not > analyzed > > correctly. > > > > I mean when I have enabled debug log and this is a log messages like : > > [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 of > > ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > > [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval > > 2528):12) > > [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval > 2528):21) > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) > > > > And that' all. not Merging ticket ! > > > > > > in scrip, I think this is the line who detect not the ticket : > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > (\w+) > > \*\*/ ) { > > > > I have tested also without success : > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > > > > > And the email subject is like : > > ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** > > ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** > > > > > > Can you help me to resolve this code ? > > > > > > Thanks, > > > > Regards, > > > > Rodolphe > > > > > > ---------------- > > > > > > ALL CODE of actual scrip is here : > > > > # If the subject of the ticket matches a pattern suggesting > > # that this is a Nagios RECOVERY message AND there is > > # an existing ticket (open or new) in the "General" queue with a matching > > # "problem description", (that is not this ticket) > > # merge this ticket into that ticket > > # > > # Based on > http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > > > my $problem_desc = undef; > > my $report_type = undef; > > > > $RT::Logger->debug("Message Lancement Scrip 14"); > > > > my $Transaction = $self->TransactionObj; > > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > > # This looks like a nagios recovery message > > $report_type = $1; > > $problem_desc = $3; > > > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > > } else { > > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > > return 1; > > } > > > > # Ok, now let's merge this ticket with it's PROBLEM msg. > > my $search = RT::Tickets->new($RT::SystemUser); > > $search->LimitQueue(VALUE => 'General'); > > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > > 'or'); > > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > > > if ($search->Count == 0) { return 1; } > > my $id = undef; > > while (my $ticket = $search->Next) { > > $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); > > # Ignore the ticket that opened this transation (the recovery one...) > > next if $self->TicketObj->Id == $ticket->Id; > > # Look for nagios PROBLEM warning messages... > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > (\w+) > > \*\*/ ) { > > if ($2 eq $problem_desc){ > > # Aha! Found the Problem TICKET corresponding to this > RECOVERY > > # ticket > > $id = $ticket->Id; > > # Nagios may send more then one PROBLEM message, right? > > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . > " > > into $id because of OA number match."); > > $self->TicketObj->MergeInto($id); > > # Keep looking for more PROBLEM tickets... > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id > avec > > la r?gle 1!"); > > > > } > > } > > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la > > r?gle 2!"); > > } > > } > > > > $id || return 1; > > > > if ($report_type eq "RECOVERY") { > > # Auto-close/resolve this whole thing > > $self->TicketObj->SetStatus( "resolved" ); > > #$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction > => > > 0); > > > > } > > 1; > > > > > > > > > > > > > > > > > > > > ---------------- > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rodolphe.alt at gmail.com Mon Nov 2 09:45:03 2009 From: rodolphe.alt at gmail.com (Rodolphe ALT) Date: Mon, 2 Nov 2009 15:45:03 +0100 Subject: [rt-users] help in creating Scrips (Nagios autoclose) In-Reply-To: References: <200911021206.29090.Richard.Foley@rfi.net> Message-ID: Hi Richard, I have try without dash. (thanks for that) But it is always the same result (not detected) Regex is : Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) (.*) is (\w+) \*\*/ Subject Email is: Subject = ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** Regards, Rodolphe 2009/11/2 Richard Foley You've got a dash (-) character in your regex which doesn't appear in the > subject line of the mail. > > Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) \*\*/ > ^ > Which might have something to do with it? > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > On Monday 02 November 2009 12:00:07 Rodolphe ALT wrote: > > Hi all, > > > > I am trying create a scrip in RT3 for close automaticly the tickets from > > Nagios alert. > > > > I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT > > Integration" from website > > > > > > http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details > > > > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > > > > > > > > https://wiki.koumbit.net/RequestTracker/NagiosBridge > > > > > > > > But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not > analyzed > > correctly. > > > > I mean when I have enabled debug log and this is a log messages like : > > [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 of > > ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > > [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval > > 2528):12) > > [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval > 2528):21) > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) > > > > And that' all. not Merging ticket ! > > > > > > in scrip, I think this is the line who detect not the ticket : > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > (\w+) > > \*\*/ ) { > > > > I have tested also without success : > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > > > > > And the email subject is like : > > ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** > > ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** > > > > > > Can you help me to resolve this code ? > > > > > > Thanks, > > > > Regards, > > > > Rodolphe > > > > > > ---------------- > > > > > > ALL CODE of actual scrip is here : > > > > # If the subject of the ticket matches a pattern suggesting > > # that this is a Nagios RECOVERY message AND there is > > # an existing ticket (open or new) in the "General" queue with a matching > > # "problem description", (that is not this ticket) > > # merge this ticket into that ticket > > # > > # Based on > http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > > > my $problem_desc = undef; > > my $report_type = undef; > > > > $RT::Logger->debug("Message Lancement Scrip 14"); > > > > my $Transaction = $self->TransactionObj; > > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > > # This looks like a nagios recovery message > > $report_type = $1; > > $problem_desc = $3; > > > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > > } else { > > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > > return 1; > > } > > > > # Ok, now let's merge this ticket with it's PROBLEM msg. > > my $search = RT::Tickets->new($RT::SystemUser); > > $search->LimitQueue(VALUE => 'General'); > > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > > 'or'); > > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > > > if ($search->Count == 0) { return 1; } > > my $id = undef; > > while (my $ticket = $search->Next) { > > $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); > > # Ignore the ticket that opened this transation (the recovery one...) > > next if $self->TicketObj->Id == $ticket->Id; > > # Look for nagios PROBLEM warning messages... > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > (\w+) > > \*\*/ ) { > > if ($2 eq $problem_desc){ > > # Aha! Found the Problem TICKET corresponding to this > RECOVERY > > # ticket > > $id = $ticket->Id; > > # Nagios may send more then one PROBLEM message, right? > > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . > " > > into $id because of OA number match."); > > $self->TicketObj->MergeInto($id); > > # Keep looking for more PROBLEM tickets... > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id > avec > > la r?gle 1!"); > > > > } > > } > > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la > > r?gle 2!"); > > } > > } > > > > $id || return 1; > > > > if ($report_type eq "RECOVERY") { > > # Auto-close/resolve this whole thing > > $self->TicketObj->SetStatus( "resolved" ); > > #$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction > => > > 0); > > > > } > > 1; > > > > > > > > > > > > > > > > > > > > ---------------- > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbarron at afsnetworks.com Mon Nov 2 10:35:37 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Mon, 2 Nov 2009 10:35:37 -0500 Subject: [rt-users] Unable to Upgrade RT 3.6.6 to 3.8.x usingMySQL 5.0.77 and provided database upgrade scripts In-Reply-To: <20091102130205.GD9172@easter-eggs.com> References: <83436142B1652443AD231375C735F850C7DE94@exch01roc.darfibernt.local> <20091102130205.GD9172@easter-eggs.com> Message-ID: <83436142B1652443AD231375C735F850C7DFAD@exch01roc.darfibernt.local> Hi Emmanuel, Yes I did. Its very strange, even when I enter the command with "--dba root" it still comes up using "rt_user" I've tried the password for rt-user and the password for root with no success. -Josh -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Monday, November 02, 2009 6:02 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unable to Upgrade RT 3.6.6 to 3.8.x usingMySQL 5.0.77 and provided database upgrade scripts On Fri, Oct 30, 2009 at 06:36:38PM -0400, Barron, Josh wrote: > > [root at help01 rt-3.8.6]# ./sbin/rt-setup-database --dba root > --prompt-for-dba-password --action upgrade > > 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. > did you entered your MySQL root password here ? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at Kuehne-Nagel.com Mon Nov 2 11:22:45 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Mon, 2 Nov 2009 17:22:45 +0100 Subject: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System In-Reply-To: <83436142B1652443AD231375C735F850C7DFAD@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850C7DE94@exch01roc.darfibernt.local><20091102130205.GD9172@easter-eggs.com> <83436142B1652443AD231375C735F850C7DFAD@exch01roc.darfibernt.local> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940264C1A3@w3hamboex11.ger.win.int.kn> Hi, we figured out during the last weeks, that a ticket resolved by a scrip has no resolved time stamp set, is this a know behavior or a simple bug? We are still under RT 3.6.5. Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne From rui-f-meireles at telecom.pt Mon Nov 2 11:23:56 2009 From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles) Date: Mon, 2 Nov 2009 16:23:56 +0000 Subject: [rt-users] Start ticket ID in 2000 References: Message-ID: Thank you very much, it worked! Rui Meireles -----Original Message----- Date: Mon, 2 Nov 2009 13:50:55 +0100 From: Emmanuel Lacour Subject: Re: [rt-users] Start ticket ID in 2000 To: rt-users at lists.bestpractical.com Message-ID: <20091102125055.GB9172 at easter-eggs.com> Content-Type: text/plain; charset=us-ascii On Mon, Nov 02, 2009 at 12:40:12PM +0000, Rui Vitor Figueiras Meireles wrote: > > Is there any easy way to make ticket IDs start in a number (eg: 2000), instead of starting in 1? > If I manually change the ID of a ticket to 2000 will that do the trick? > > here are some tips for this: http://wiki.bestpractical.com/view/SetStartingId -----Original Message----- From: Rui Vitor Figueiras Meireles Sent: segunda-feira, 2 de Novembro de 2009 12:40 To: 'rt-users at lists.bestpractical.com' Subject: Start ticket ID in 2000 Is there any easy way to make ticket IDs start in a number (eg: 2000), instead of starting in 1? If I manually change the ID of a ticket to 2000 will that do the trick? Thank you From vgehring at lanusa.com Mon Nov 2 11:28:50 2009 From: vgehring at lanusa.com (Victor Gehring) Date: Mon, 2 Nov 2009 11:28:50 -0500 Subject: [rt-users] FW: RT-Mailgate + Postfix on SLES10 Not Receiving Mail Message-ID: <02B111358040704183C146FB2280EBB7E7570920A6@msx.pcn.local> -----Original Message----- From: Alan Premselaar [mailto:alien at 12inch.com] Sent: Thursday, October 29, 2009 10:33 PM To: Victor Gehring Cc: 'RT-Users at lists.bestpractical.com' Subject: Re: [rt-users] RT-Mailgate + Postfix on SLES10 Not Receiving Mail On 09/10/30 7:56, Victor Gehring wrote: [snip...] > > Oct 29 18:17:35 dt-rt postfix/local[7122]: ED9E318235: > to= correspond ??????url http://10.0.1.6/@dt-rt.yyy.com>, > orig_to=, relay=local, delay=1, status=bounced > (unknown user: "???/opt/rt3/bin/rt???mailgate ??????queue general > ??????action correspond ??????url http://10.0.1.6/") Victor, your problem lies in the lines above. you apparently have some non-ascii / non-printable characters in your alias definition which postfix is choking on. make sure that when you're editing your aliases file that you're using single-byte ASCII characters and not double-byte or extended ASCII characters. hope this helps. Alan From rui-f-meireles at telecom.pt Mon Nov 2 11:29:53 2009 From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles) Date: Mon, 2 Nov 2009 16:29:53 +0000 Subject: [rt-users] Languages in RT References: Message-ID: I don't want to upgrade, I've made many changes to scrips, made plenty of configurations, and changed code to accommodate my needs, so it would be lots of work for something so simple... Thanks anyway, users will just have to learn English! ;) ------------------------------ Date: Mon, 2 Nov 2009 13:55:30 +0100 From: Emmanuel Lacour Subject: Re: [rt-users] Languages in RT To: rt-users at lists.bestpractical.com Message-ID: <20091102125530.GC9172 at easter-eggs.com> Content-Type: text/plain; charset=us-ascii On Mon, Nov 02, 2009 at 12:37:47PM +0000, Rui Vitor Figueiras Meireles wrote: > > Can anyone help me with this? Thanks. > The default language is the browser language. Then LexiconLanguages limits the available languages. I'm sure it's working on 3.8, can you upgrade to 3.8 ? -----Original Message----- From: Rui Vitor Figueiras Meireles Sent: segunda-feira, 2 de Novembro de 2009 12:38 To: 'rt-users at lists.bestpractical.com' Subject: RE: Languages in RT Can anyone help me with this? Thanks. -----Original Message----- From: Rui Vitor Figueiras Meireles Sent: quarta-feira, 28 de Outubro de 2009 18:22 To: 'rt-users at lists.bestpractical.com' Subject: Languages in RT Hi. I'm using RT 3.6, and I'm Portuguese. I would like to give users the option of changing the language, default being English. However, if I keep this line in RT_SiteConfig.pm: @LexiconLanguages = qw(*) unless (@LexiconLanguages); ... then users that use Internet Explorer will get the default language Spanish! (why?) Firefox defaults to English. So I changed the line to: @LexiconLanguages = qw(en pt) unless (@LexiconLanguages); Result: now the default is English, but Portuguese is no longer an option to choose from... (why?) How can I set Default = English, BUT give users the power to choose? And can Non-staff users choose too? Thanks, Rui Meireles From rodolphe.alt at gmail.com Mon Nov 2 11:23:18 2009 From: rodolphe.alt at gmail.com (Rodolphe ALT) Date: Mon, 2 Nov 2009 17:23:18 +0100 Subject: [rt-users] Fwd: help in creating Scrips (Nagios autoclose) In-Reply-To: References: <200911021206.29090.Richard.Foley@rfi.net> Message-ID: My problem is solved. I have used the soft : "Rad Software Regular Expression Designer" to find the good sentence for Regex. The final Scrip for Nagios AutoClose is : ----------- # If the subject of the ticket matches a pattern suggesting # that this is a Nagios RECOVERY message AND there is # an existing ticket (open or new) in the "General" queue with a matching # "problem description", (that is not this ticket) # merge this ticket into that ticket # # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html my $problem_desc = undef; my $report_type = undef; my $report_value = undef; $RT::Logger->debug("Message Lancement Scrip 14"); my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); #if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { if ($subject =~ /\*\* RECOVERY (\w+(?:\s*\d+)?) (.*) is (\w+) \*\*/) { # This looks like a nagios recovery message #$report_type = $1; #$problem_desc = $3; $report_type = $1; $problem_desc = $2; $report_value = $3; $RT::Logger->debug("Found a recovery msg: $report_type - $problem_desc"); } else { $RT::Logger->debug("Not a recovery msg: $report_type - $problem_desc"); return 1; } # Ok, now let's merge this ticket with it's PROBLEM msg. my $search = RT::Tickets->new($RT::SystemUser); $search->LimitQueue(VALUE => 'General'); $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); $search->LimitStatus(VALUE => 'open', OPERATOR => '='); if ($search->Count == 0) { return 1; } my $id = undef; while (my $ticket = $search->Next) { # Ignore the ticket that opened this transation (the recovery one...) next if $self->TicketObj->Id == $ticket->Id; # Look for nagios PROBLEM warning messages... if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) (.*) is (\w+) \*\*/ ) { if ($2 eq $problem_desc){ # Aha! Found the Problem TICKET corresponding to this RECOVERY # ticket $id = $ticket->Id; # Nagios may send more then one PROBLEM message, right? $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); # Keep looking for more PROBLEM tickets... } } } $id || return 1; if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { # Auto-close/resolve this whole thing $self->TicketObj->SetStatus( "resolved" ); } 1; ----------- ---------- Forwarded message ---------- From: Rodolphe ALT Date: 2009/11/2 Subject: Re: [rt-users] help in creating Scrips (Nagios autoclose) To: RT-Users at lists.bestpractical.com Cc: Richard.Foley at rfi.net Hi Richard, I have try without dash. (thanks for that) But it is always the same result (not detected) Regex is : Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) (.*) is (\w+) \*\*/ Subject Email is: Subject = ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** Regards, Rodolphe 2009/11/2 Richard Foley You've got a dash (-) character in your regex which doesn't appear in the > subject line of the mail. > > Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) \*\*/ > ^ > Which might have something to do with it? > > -- > Richard Foley > Ciao - shorter than aufwiedersehen > > http://www.rfi.net/ > > On Monday 02 November 2009 12:00:07 Rodolphe ALT wrote: > > Hi all, > > > > I am trying create a scrip in RT3 for close automaticly the tickets from > > Nagios alert. > > > > I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT > > Integration" from website > > > > > > http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details > > > > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > > > > > > > > https://wiki.koumbit.net/RequestTracker/NagiosBridge > > > > > > > > But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not > analyzed > > correctly. > > > > I mean when I have enabled debug log and this is a log messages like : > > [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 of > > ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > > [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval > > 2528):12) > > [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval > 2528):21) > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) > > > > And that' all. not Merging ticket ! > > > > > > in scrip, I think this is the line who detect not the ticket : > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > (\w+) > > \*\*/ ) { > > > > I have tested also without success : > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > > > > > And the email subject is like : > > ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** > > ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** > > > > > > Can you help me to resolve this code ? > > > > > > Thanks, > > > > Regards, > > > > Rodolphe > > > > > > ---------------- > > > > > > ALL CODE of actual scrip is here : > > > > # If the subject of the ticket matches a pattern suggesting > > # that this is a Nagios RECOVERY message AND there is > > # an existing ticket (open or new) in the "General" queue with a matching > > # "problem description", (that is not this ticket) > > # merge this ticket into that ticket > > # > > # Based on > http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > > > my $problem_desc = undef; > > my $report_type = undef; > > > > $RT::Logger->debug("Message Lancement Scrip 14"); > > > > my $Transaction = $self->TransactionObj; > > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > > # This looks like a nagios recovery message > > $report_type = $1; > > $problem_desc = $3; > > > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > > } else { > > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > > return 1; > > } > > > > # Ok, now let's merge this ticket with it's PROBLEM msg. > > my $search = RT::Tickets->new($RT::SystemUser); > > $search->LimitQueue(VALUE => 'General'); > > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > > 'or'); > > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > > > if ($search->Count == 0) { return 1; } > > my $id = undef; > > while (my $ticket = $search->Next) { > > $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); > > # Ignore the ticket that opened this transation (the recovery one...) > > next if $self->TicketObj->Id == $ticket->Id; > > # Look for nagios PROBLEM warning messages... > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > (\w+) > > \*\*/ ) { > > if ($2 eq $problem_desc){ > > # Aha! Found the Problem TICKET corresponding to this > RECOVERY > > # ticket > > $id = $ticket->Id; > > # Nagios may send more then one PROBLEM message, right? > > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . > " > > into $id because of OA number match."); > > $self->TicketObj->MergeInto($id); > > # Keep looking for more PROBLEM tickets... > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id > avec > > la r?gle 1!"); > > > > } > > } > > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la > > r?gle 2!"); > > } > > } > > > > $id || return 1; > > > > if ($report_type eq "RECOVERY") { > > # Auto-close/resolve this whole thing > > $self->TicketObj->SetStatus( "resolved" ); > > #$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction > => > > 0); > > > > } > > 1; > > > > > > > > > > > > > > > > > > > > ---------------- > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 2 11:40:35 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Nov 2009 11:40:35 -0500 Subject: [rt-users] Billing for RT customer service. In-Reply-To: <519782dc0910291239m5fbd6fecg79d1fe3998857959@mail.gmail.com> References: <519782dc0910291239m5fbd6fecg79d1fe3998857959@mail.gmail.com> Message-ID: <20091102164035.GM7042@bestpractical.com> On Thu 29.Oct'09 at 15:39:58 -0400, Todd Chapman wrote: > Hi all, > > We use RT to perform customer service for our client. RT doesn't > really have a good way for us to get the numbers we need to bill our > clients. It's easy to get the number of tickets handled, but getting > the number of emails sent external (to consumers) during a given time > period seems to be pretty difficult (and I have a fair amount of > experience with the RT API). You'd probably need to iterate over transactions to get this right. I'd start with an RT::Transactions collection, limit it down as best you can by date and then filter using IsInbound. You could go further and join the Transaction creator to GroupMembers to make sure you find only things created by Unprivileged. > > Any advice on getting this data? Thanks! > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From jesse at bestpractical.com Mon Nov 2 12:09:54 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Nov 2009 12:09:54 -0500 Subject: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940264C1A3@w3hamboex11.ger.win.int.kn> References: <83436142B1652443AD231375C735F850C7DFAD@exch01roc.darfibernt.local> <16426EA38D57E74CB1DE5A6AE1DB03940264C1A3@w3hamboex11.ger.win.int.kn> Message-ID: <20091102170954.GP21065@bestpractical.com> On Mon, Nov 02, 2009 at 05:22:45PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, > we figured out during the last weeks, that a ticket resolved by a scrip has no resolved time stamp set, is this a know behavior or a simple bug? We are still under RT 3.6.5. "lack of a feature" - I'd take a patch. > > Torsten > > Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Nov 2 14:19:46 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Nov 2009 14:19:46 -0500 Subject: [rt-users] 3.8.x serious security issue with mixing sessions [SOLVED I think!] In-Reply-To: <200911020813.35636.arekm@maven.pl> References: <200910231124.01466.arekm@maven.pl> <200910301513.33653.arekm@maven.pl> <20091030192633.GR21065@bestpractical.com> <200911020813.35636.arekm@maven.pl> Message-ID: <20091102191946.GV21065@bestpractical.com> > Cache: no-cache but that will prevent caching at all. Seem to be no way to > prevent caching cookies from application side. What's the current state of browser in-memory/on-disk caching with the Cache: no-cache header? The attached patch against 3.8.6 might be the right solution for you. I'd consider making this change to RT if you can report back and tell me if it does the right thing for you: diff --git a/lib/RT/Interface/Web.pm b/lib/RT/Interface/Web.pm index b82b638..dccf829 100755 --- a/lib/RT/Interface/Web.pm +++ b/lib/RT/Interface/Web.pm @@ -279,7 +279,6 @@ sub MaybeShowNoAuthPage { return unless $m->base_comp->path =~ RT->Config->Get('WebNoAuthRegex'); # If it's a noauth file, don't ask for auth. - SendSessionCookie(); $m->comp( { base_comp => $m->request_comp }, $m->fetch_next, %$ARGS ); $m->abort; } From slake at bcssi.com Mon Nov 2 17:22:19 2009 From: slake at bcssi.com (Seth Lake) Date: Mon, 2 Nov 2009 17:22:19 -0500 Subject: [rt-users] Remove Watchers on Owner Change In-Reply-To: <5E9FF12B52ED204A93333E4D7672997504EB1EDC@seadog.bcssi.com> References: <5E9FF12B52ED204A93333E4D7672997504EB1EDC@seadog.bcssi.com> Message-ID: <5E9FF12B52ED204A93333E4D7672997504EB1F13@seadog.bcssi.com> Here's what I ended up with, take everyone off the mail group then add in the new owner... foreach my $address($self->TicketObj->QueueObj->Cc->MemberEmailAddresses){ $self->TicketObj->SquelchMailTo($address); } if($self->TicketObj->OwnerObj->Id != $RT::Nobody->id){ $self->TicketObj->AddWatcher( Type=>"Cc", PrincipalId=>$self->TicketObj->OwnerObj->Id ); } $self->TicketObj->UnsquelchMailTo($self->TicketObj->OwnerObj->EmailAddre ss); From sunnavy at bestpractical.com Mon Nov 2 21:08:20 2009 From: sunnavy at bestpractical.com (sunnavy) Date: Tue, 3 Nov 2009 10:08:20 +0800 Subject: [rt-users] help in creating Scrips (Nagios autoclose) In-Reply-To: References: <20091102113159.GA1862@suns-MacBook.local> Message-ID: <20091103020820.GB3253@suns-MacBook.local> Hi Rodolphe It's a bug, I'm sorry for that. please test the new version attached. best wishes sunnavy On 09-11-02 15:16, Rodolphe ALT wrote: > Hi Sunnavy, > > Thanks a lot for this tip, because on the link ( > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages) it was > not wrote. > > I have read the file README. > > After make and install, I have add this line in file > /opt/rt3/etc/RT_SiteConfig.pm > Set(@Plugins,qw(RT::Extension::Nagios)); > > But when I have initialized database (make initdb), i have a message error : > [Mon Nov 2 13:30:56 2009] [error]: Action 'Nagios' not found > (/opt/rt3/sbin/../lib/RT/Handle.pm:987) > > And the scrip after that doesn't close always any messages. In the log : > [Mon Nov 2 13:45:32 2009] [debug]: Committing scrip #13 on txn #451 of > ticket #55 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > [Mon Nov 2 13:45:32 2009] [debug]: Found a recovery msg: ((eval 3253):18) > > And that's all. > > > > > > Regards, > > Rodolphe > > > The scrip > > --------------------------------- > > # If the subject of the ticket matches a pattern suggesting > # that this is a Nagios RECOVERY message AND there is > # an existing ticket (open or new) in the "General" queue with a matching > # "problem description", (that is not this ticket) > # merge this ticket into that ticket > # > # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > my $problem_desc = undef; > > my $Transaction = $self->TransactionObj; > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > #if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) { > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > # This looks like a nagios recovery message > $problem_desc = $2; > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > } else { > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > return 1; > } > > # Ok, now let's merge this ticket with it's PROBLEM msg. > my $search = RT::Tickets->new($RT::SystemUser); > $search->LimitQueue(VALUE => 'General'); > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > 'or'); > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > if ($search->Count == 0) { return 1; } > my $id = undef; > while (my $ticket = $search->Next) { > # Ignore the ticket that opened this transation (the recovery one...) > next if $self->TicketObj->Id == $ticket->Id; > # Look for nagios PROBLEM warning messages... > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > if ($2 eq $problem_desc){ > # Aha! Found the Problem TICKET corresponding to this RECOVERY > # ticket > $id = $ticket->Id; > # Nagios may send more then one PROBLEM message, right? > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " > into $id because of OA number match."); > $self->TicketObj->MergeInto($id); > # Keep looking for more PROBLEM tickets... > } > } > } > > $id || return 1; > # Auto-close/resolve this whole thing > $self->TicketObj->SetStatus( "resolved" ); > 1; > > > ----------------------------------- > > > > 2009/11/2 sunnavy > > > Hi Rodolphe > > > > Maybe you're interested in the RT extension attached, which is based on the > > wiki you read. > > I'm thinking of publishing it to CPAN soon. > > > > best wishes > > sunnavy > > > > On 09-11-02 12:00, Rodolphe ALT wrote: > > > Hi all, > > > > > > I am trying create a scrip in RT3 for close automaticly the tickets from > > > Nagios alert. > > > > > > I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT > > > Integration" from website > > > > > > > > http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details > > > > > > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > > > > > > > > > > > > https://wiki.koumbit.net/RequestTracker/NagiosBridge > > > > > > > > > > > > But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not > > analyzed > > > correctly. > > > > > > I mean when I have enabled debug log and this is a log messages like : > > > [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 of > > > ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > > > [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval > > > 2528):12) > > > [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval > > 2528):21) > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) > > > > > > And that' all. not Merging ticket ! > > > > > > > > > in scrip, I think this is the line who detect not the ticket : > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > > (\w+) > > > \*\*/ ) { > > > > > > I have tested also without success : > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > > > > > > > > And the email subject is like : > > > ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** > > > ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** > > > > > > > > > Can you help me to resolve this code ? > > > > > > > > > Thanks, > > > > > > Regards, > > > > > > Rodolphe > > > > > > > > > ---------------- > > > > > > > > > ALL CODE of actual scrip is here : > > > > > > # If the subject of the ticket matches a pattern suggesting > > > # that this is a Nagios RECOVERY message AND there is > > > # an existing ticket (open or new) in the "General" queue with a matching > > > # "problem description", (that is not this ticket) > > > # merge this ticket into that ticket > > > # > > > # Based on > > http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > > > > > my $problem_desc = undef; > > > my $report_type = undef; > > > > > > $RT::Logger->debug("Message Lancement Scrip 14"); > > > > > > my $Transaction = $self->TransactionObj; > > > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > > > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > > > # This looks like a nagios recovery message > > > $report_type = $1; > > > $problem_desc = $3; > > > > > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > > > } else { > > > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > > > return 1; > > > } > > > > > > # Ok, now let's merge this ticket with it's PROBLEM msg. > > > my $search = RT::Tickets->new($RT::SystemUser); > > > $search->LimitQueue(VALUE => 'General'); > > > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > > > 'or'); > > > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > > > > > if ($search->Count == 0) { return 1; } > > > my $id = undef; > > > while (my $ticket = $search->Next) { > > > $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); > > > # Ignore the ticket that opened this transation (the recovery one...) > > > next if $self->TicketObj->Id == $ticket->Id; > > > # Look for nagios PROBLEM warning messages... > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > > (\w+) > > > \*\*/ ) { > > > if ($2 eq $problem_desc){ > > > # Aha! Found the Problem TICKET corresponding to this > > RECOVERY > > > # ticket > > > $id = $ticket->Id; > > > # Nagios may send more then one PROBLEM message, right? > > > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . > > " > > > into $id because of OA number match."); > > > $self->TicketObj->MergeInto($id); > > > # Keep looking for more PROBLEM tickets... > > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id > > avec > > > la r?gle 1!"); > > > > > > } > > > } > > > > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec la > > > r?gle 2!"); > > > } > > > } > > > > > > $id || return 1; > > > > > > if ($report_type eq "RECOVERY") { > > > # Auto-close/resolve this whole thing > > > $self->TicketObj->SetStatus( "resolved" ); > > > #$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction > > => > > > 0); > > > > > > } > > > 1; > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > ---------------- > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-Extension-Nagios-0.02.tar.gz Type: application/x-tar-gz Size: 21367 bytes Desc: not available URL: From varun.vyas at elitecore.com Tue Nov 3 01:21:18 2009 From: varun.vyas at elitecore.com (Varun) Date: Tue, 3 Nov 2009 11:51:18 +0530 Subject: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 Message-ID: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> Hello All I have recently upgraded my application from RT 3.6.3 to 3.8.4. Application has seems to be upgraded correctly but when I have upgraded database. It has shown me that database upgrade is successful. And I have also been able to log in system but whenever I tried to see the basics of any tickets or custom fields of any ticket RT has gone into infinite loop of query and seems to have been never returned from it when I checked in logs it has shown me this error [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xb8dce30) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') 'ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR: error possibly near <*> indicator at char 43 in 'SELECT main.* FROM Attributes main WHERE (<*>main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') '), referer: http://rtbeta.elitecore.co.in/Ticket/Display.html?id=132467 [Tue Nov 03 16:14:02 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::Oracle::db prepare failed: ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR: error possibly near <*> indicator at char 43 in 'SELECT main.* FROM Attributes main WHERE (<*>main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') ') [for Statement "SELECT main.* FROM Attributes main WHERE (main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') "] at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 470, line 2501., referer: http://rtbeta.elitecore.co.in/Ticket/Display.html?id=132467 [Tue Nov 03 16:14:02 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xb8dce30) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') 'ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR: error possibly near <*> indicator at char 43 in 'SELECT main.* FROM Attributes main WHERE (<*>main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') '), referer: http://rtbeta.elitecore.co.in/Ticket/Display.html?id=132467 [Tue Nov 03 16:14:02 2009] [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::Oracle::db prepare failed: ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR: error possibly near <*> indicator at char 43 in 'SELECT main.* FROM Attributes main WHERE (<*>main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') ') [for Statement "SELECT main.* FROM Attributes main WHERE (main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') "] at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 470, line 2501., referer: http://rtbeta.elitecore.co.in/Ticket/Display.html?id=132467 I don't know what kind of error is this and also my upgrade database command was completed successfully. Can any one suggest me what is the problem. And how to correct and what I am missing Thanks & Regards Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From arekm at maven.pl Tue Nov 3 02:49:47 2009 From: arekm at maven.pl (Arkadiusz Miskiewicz) Date: Tue, 3 Nov 2009 08:49:47 +0100 Subject: [rt-users] 3.8.x serious security issue with mixing sessions [SOLVED I think!] In-Reply-To: <20091102191946.GV21065@bestpractical.com> References: <200910231124.01466.arekm@maven.pl> <200911020813.35636.arekm@maven.pl> <20091102191946.GV21065@bestpractical.com> Message-ID: <200911030849.47518.arekm@maven.pl> On Monday 02 of November 2009, Jesse Vincent wrote: > > Cache: no-cache but that will prevent caching at all. Seem to be no way > > to prevent caching cookies from application side. > > What's the current state of browser in-memory/on-disk caching with the > Cache: no-cache header? > > The attached patch against 3.8.6 might be the right solution for you. I'd > consider making this change to RT if you can report back and tell me if > it does the right thing for you: This patch doesn't solve the issue. People still get mixed sessions (test was done after deleting all sessions from sessions table and restarting apache). > diff --git a/lib/RT/Interface/Web.pm b/lib/RT/Interface/Web.pm > index b82b638..dccf829 100755 > --- a/lib/RT/Interface/Web.pm > +++ b/lib/RT/Interface/Web.pm > @@ -279,7 +279,6 @@ sub MaybeShowNoAuthPage { > return unless $m->base_comp->path =~ > RT->Config->Get('WebNoAuthRegex'); > > # If it's a noauth file, don't ask for auth. > - SendSessionCookie(); > $m->comp( { base_comp => $m->request_comp }, $m->fetch_next, %$ARGS ); > $m->abort; > } > -- Arkadiusz Mi?kiewicz PLD/Linux Team arekm / maven.pl http://ftp.pld-linux.org/ From JoopvandeWege at mococo.nl Tue Nov 3 02:53:01 2009 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 03 Nov 2009 08:53:01 +0100 Subject: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 In-Reply-To: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> References: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> Message-ID: <4AEFE15D.2070503@mococo.nl> Varun wrote: > > Hello All > > > > I have recently upgraded my application from RT 3.6.3 to 3.8.4. > Application has seems to be upgraded correctly but when I have > upgraded database. It has shown me that database upgrade is > successful. And I have also been able to log in system but whenever I > tried to see the basics of any tickets or custom fields of any ticket > RT has gone into infinite loop of query and seems to have been never > returned from it when I checked in logs it has shown me this error > > > > > > [error] [client 192.168.7.79] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xb8dce30) > couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE > (main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType > = 'RT::CustomField') 'ORA-00932: inconsistent datatypes: expected - > got CLOB (DBD ERROR: error possibly near <*> indicator at char 43 in > 'SELECT main.* FROM Attributes main WHERE (<*>main.Content = '3') AND > (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') '), > referer: http://rtbeta.elitecore.co.in/Ticket/Display.html?id=132467 > > > A good idea is when you get errors like these in your rt.log is to cut and paste the sql statement into sqlplus and see if it will give you an error message that is more clear then rt.log SELECT main.* FROM Attributes main WHERE (main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') * ERROR at line 1: ORA-00932: inconsistent datatypes: expected - got CLOB As you, hopefully, can see, the * is under main.Content = '3' and if you know Oracle SQL a bit then it is obvious that you can't do '=' on a CLOB. So this qualifies as a bug. Are you sure you're on 3.8.4 because I posted to rt-devel about something like it but that was for 3.8.6 where they overhauled hierarchical customfields and I found that converting from old to new resulted in something like this. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue Nov 3 06:07:49 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 3 Nov 2009 12:07:49 +0100 Subject: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System In-Reply-To: <20091102170954.GP21065@bestpractical.com> References: <83436142B1652443AD231375C735F850C7DFAD@exch01roc.darfibernt.local> <16426EA38D57E74CB1DE5A6AE1DB03940264C1A3@w3hamboex11.ger.win.int.kn> <20091102170954.GP21065@bestpractical.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940264C29B@w3hamboex11.ger.win.int.kn> I'd love to do this, drop me a tiny hint where to start from ;-) Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: Jesse Vincent [mailto:jesse at bestpractical.com] Gesendet: Montag, 2. November 2009 18:10 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System On Mon, Nov 02, 2009 at 05:22:45PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, > we figured out during the last weeks, that a ticket resolved by a scrip has no resolved time stamp set, is this a know behavior or a simple bug? We are still under RT 3.6.5. "lack of a feature" - I'd take a patch. > > Torsten > > Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann > (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, > Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), > Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA > 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: > Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender > Verwaltungsrat: Klaus-Michael Kuehne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Tue Nov 3 07:59:42 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Nov 2009 07:59:42 -0500 Subject: [rt-users] 3.8.x serious security issue with mixing sessions [SOLVED I think!] In-Reply-To: <200911030849.47518.arekm@maven.pl> References: <200910231124.01466.arekm@maven.pl> <200911020813.35636.arekm@maven.pl> <20091102191946.GV21065@bestpractical.com> <200911030849.47518.arekm@maven.pl> Message-ID: <20091103125942.GB13819@bestpractical.com> > This patch doesn't solve the issue. People still get mixed sessions (test was > done after deleting all sessions from sessions table and restarting apache). Hang on. is mod_cache caching more than the files marked "static, never changes"? Since this patch should stop RT from putting cookie headers on any static content (and a fair bit more taht we can get away without them on) -j > > diff --git a/lib/RT/Interface/Web.pm b/lib/RT/Interface/Web.pm > > index b82b638..dccf829 100755 > > --- a/lib/RT/Interface/Web.pm > > +++ b/lib/RT/Interface/Web.pm > > @@ -279,7 +279,6 @@ sub MaybeShowNoAuthPage { > > return unless $m->base_comp->path =~ > > RT->Config->Get('WebNoAuthRegex'); > > > > # If it's a noauth file, don't ask for auth. > > - SendSessionCookie(); > > $m->comp( { base_comp => $m->request_comp }, $m->fetch_next, %$ARGS ); > > $m->abort; > > } > > > > > -- > Arkadiusz Mi?kiewicz PLD/Linux Team > arekm / maven.pl http://ftp.pld-linux.org/ > -- From Simon.Dray at antplc.com Tue Nov 3 08:00:16 2009 From: Simon.Dray at antplc.com (Simon Dray) Date: Tue, 3 Nov 2009 13:00:16 +0000 Subject: [rt-users] Problem with approval queues and tickets Message-ID: <87484e80ad907c4511a10c467cfd977cd0d51939@localhost> RT 3.6.x Centos OS Documentation referred to wiki ApprovalCreation and RT Essentials Book I have tried several options for the Queue (___Approvals) and my own queue, everything works as far as the ticket gets created, the approval ticket is created as well the only problem is it doesn't show in the Queue, I can see the ticket which is referred to by it but not the approval ticket, when the approval ticket is opened the queue box says it's in the correct queue. The process behind it works if I resolve the ticket the confirmation emails are sent etc, it's just I can't see the approval ticket. Someone please save my sanity I have spent the last 4 hours looking at this. Regards Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From juann.dlc at gmail.com Tue Nov 3 08:21:45 2009 From: juann.dlc at gmail.com (Juan N. DLC) Date: Tue, 3 Nov 2009 09:21:45 -0400 Subject: [rt-users] Custom Scrip for ticket move In-Reply-To: <20091102131532.GF9172@easter-eggs.com> References: <662d45d40910280602w7320dacek8247ffd9a26b9e5d@mail.gmail.com> <20091102131532.GF9172@easter-eggs.com> Message-ID: <662d45d40911030521w1d02de49x7676cbfdbe21ea78@mail.gmail.com> Thanks, I will try to generate, On Mon, Nov 2, 2009 at 9:15 AM, Emmanuel Lacour wrote: > On Wed, Oct 28, 2009 at 09:02:09AM -0400, Juan N. DLC wrote: > > Hi to all, > > > > I want to know if someone have a scrip that make a ticket get the > priority > > and duedate from the queue is moving to. > > > > ej. > > > > Ticket#001 in queue#1 with duedate 1/priority 3 > > > > Ticket#001 have now a dudedate1 and priority 3 > > > > when the Ticket#001 is moved to queue#2 with duedate 3 / priority 1 - The > > ticket still have the queue#1 duedate/priority settings. > > > > Can some one be so kind to point me to the right direction here or can > give > > me a scrip for this. > > > > You have to create a scrip "On queue change", in this scrip, get the new > queue > > something like this: > > my $queue_id = $self->TransactionObj->NewValue; > my $queue = RT::Queue->new( $RT::SystemUser ); > $queue->Load($queue_id); > > get values for duedate and priority: > > $queue->DefaultDueIn; > $queue->InitialPriority; > > use those values to set them on the ticket: > > # Priority > $self->TicketObj->SetPriority($queue->InitialPriority); > > # Due Date > my $due_date = RT::Date->new($RT::SystemUser); > $due_date->Set(Format => 'ISO', Value => $self->TicketObj->Due); > $due_date->AddDays($queue->InitialPriority); > $self->TicketObj->SetDue($due_date->ISO); > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rodolphedj at gmail.com Tue Nov 3 09:13:50 2009 From: rodolphedj at gmail.com (Rodolphe A.) Date: Tue, 3 Nov 2009 15:13:50 +0100 Subject: [rt-users] help in creating Scrips (Nagios autoclose) In-Reply-To: <20091103020820.GB3253@suns-MacBook.local> References: <20091102113159.GA1862@suns-MacBook.local> <20091103020820.GB3253@suns-MacBook.local> Message-ID: Hi sunnavy, Setup seems good. No error message. Thanks. I am reading your documentation on url : http://cpan.uwinnipeg.ca/htdocs/RT-Extension-Nagios/ Regards, Rodolphe 2009/11/3 sunnavy > Hi Rodolphe > > It's a bug, I'm sorry for that. > please test the new version attached. > > best wishes > sunnavy > > On 09-11-02 15:16, Rodolphe ALT wrote: > > Hi Sunnavy, > > > > Thanks a lot for this tip, because on the link ( > > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages) it > was > > not wrote. > > > > I have read the file README. > > > > After make and install, I have add this line in file > > /opt/rt3/etc/RT_SiteConfig.pm > > Set(@Plugins,qw(RT::Extension::Nagios)); > > > > But when I have initialized database (make initdb), i have a message > error : > > [Mon Nov 2 13:30:56 2009] [error]: Action 'Nagios' not found > > (/opt/rt3/sbin/../lib/RT/Handle.pm:987) > > > > And the scrip after that doesn't close always any messages. In the log : > > [Mon Nov 2 13:45:32 2009] [debug]: Committing scrip #13 on txn #451 of > > ticket #55 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > > [Mon Nov 2 13:45:32 2009] [debug]: Found a recovery msg: ((eval > 3253):18) > > > > And that's all. > > > > > > > > > > > > Regards, > > > > Rodolphe > > > > > > The scrip > > > > --------------------------------- > > > > # If the subject of the ticket matches a pattern suggesting > > # that this is a Nagios RECOVERY message AND there is > > # an existing ticket (open or new) in the "General" queue with a matching > > # "problem description", (that is not this ticket) > > # merge this ticket into that ticket > > # > > # Based on > http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > > > my $problem_desc = undef; > > > > my $Transaction = $self->TransactionObj; > > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > > #if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) { > > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > > # This looks like a nagios recovery message > > $problem_desc = $2; > > > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > > } else { > > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > > return 1; > > } > > > > # Ok, now let's merge this ticket with it's PROBLEM msg. > > my $search = RT::Tickets->new($RT::SystemUser); > > $search->LimitQueue(VALUE => 'General'); > > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > > 'or'); > > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > > > if ($search->Count == 0) { return 1; } > > my $id = undef; > > while (my $ticket = $search->Next) { > > # Ignore the ticket that opened this transation (the recovery one...) > > next if $self->TicketObj->Id == $ticket->Id; > > # Look for nagios PROBLEM warning messages... > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > if ($2 eq $problem_desc){ > > # Aha! Found the Problem TICKET corresponding to this > RECOVERY > > # ticket > > $id = $ticket->Id; > > # Nagios may send more then one PROBLEM message, right? > > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . > " > > into $id because of OA number match."); > > $self->TicketObj->MergeInto($id); > > # Keep looking for more PROBLEM tickets... > > } > > } > > } > > > > $id || return 1; > > # Auto-close/resolve this whole thing > > $self->TicketObj->SetStatus( "resolved" ); > > 1; > > > > > > ----------------------------------- > > > > > > > > 2009/11/2 sunnavy > > > > > Hi Rodolphe > > > > > > Maybe you're interested in the RT extension attached, which is based on > the > > > wiki you read. > > > I'm thinking of publishing it to CPAN soon. > > > > > > best wishes > > > sunnavy > > > > > > On 09-11-02 12:00, Rodolphe ALT wrote: > > > > Hi all, > > > > > > > > I am trying create a scrip in RT3 for close automaticly the tickets > from > > > > Nagios alert. > > > > > > > > I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT > > > > Integration" from website > > > > > > > > > > > > http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details > > > > > > > > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > > > > > > > > > > > > > > > > https://wiki.koumbit.net/RequestTracker/NagiosBridge > > > > > > > > > > > > > > > > But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not > > > analyzed > > > > correctly. > > > > > > > > I mean when I have enabled debug log and this is a log messages like > : > > > > [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 > of > > > > ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > > > > [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval > > > > 2528):12) > > > > [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval > > > 2528):21) > > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) > > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) > > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) > > > > > > > > And that' all. not Merging ticket ! > > > > > > > > > > > > in scrip, I think this is the line who detect not the ticket : > > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > > > (\w+) > > > > \*\*/ ) { > > > > > > > > I have tested also without success : > > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > > > > > > > > > > > > And the email subject is like : > > > > ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** > > > > ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** > > > > > > > > > > > > Can you help me to resolve this code ? > > > > > > > > > > > > Thanks, > > > > > > > > Regards, > > > > > > > > Rodolphe > > > > > > > > > > > > ---------------- > > > > > > > > > > > > ALL CODE of actual scrip is here : > > > > > > > > # If the subject of the ticket matches a pattern suggesting > > > > # that this is a Nagios RECOVERY message AND there is > > > > # an existing ticket (open or new) in the "General" queue with a > matching > > > > # "problem description", (that is not this ticket) > > > > # merge this ticket into that ticket > > > > # > > > > # Based on > > > http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > > > > > > > my $problem_desc = undef; > > > > my $report_type = undef; > > > > > > > > $RT::Logger->debug("Message Lancement Scrip 14"); > > > > > > > > my $Transaction = $self->TransactionObj; > > > > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > > > > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > > > > # This looks like a nagios recovery message > > > > $report_type = $1; > > > > $problem_desc = $3; > > > > > > > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > > > > } else { > > > > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > > > > return 1; > > > > } > > > > > > > > # Ok, now let's merge this ticket with it's PROBLEM msg. > > > > my $search = RT::Tickets->new($RT::SystemUser); > > > > $search->LimitQueue(VALUE => 'General'); > > > > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR > => > > > > 'or'); > > > > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > > > > > > > if ($search->Count == 0) { return 1; } > > > > my $id = undef; > > > > while (my $ticket = $search->Next) { > > > > $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); > > > > # Ignore the ticket that opened this transation (the recovery > one...) > > > > next if $self->TicketObj->Id == $ticket->Id; > > > > # Look for nagios PROBLEM warning messages... > > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is > > > (\w+) > > > > \*\*/ ) { > > > > if ($2 eq $problem_desc){ > > > > # Aha! Found the Problem TICKET corresponding to this > > > RECOVERY > > > > # ticket > > > > $id = $ticket->Id; > > > > # Nagios may send more then one PROBLEM message, right? > > > > $RT::Logger->debug("Merging ticket " . > $self->TicketObj->Id . > > > " > > > > into $id because of OA number match."); > > > > $self->TicketObj->MergeInto($id); > > > > # Keep looking for more PROBLEM tickets... > > > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? > $ticket->Id > > > avec > > > > la r?gle 1!"); > > > > > > > > } > > > > } > > > > > > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) > { > > > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec > la > > > > r?gle 2!"); > > > > } > > > > } > > > > > > > > $id || return 1; > > > > > > > > if ($report_type eq "RECOVERY") { > > > > # Auto-close/resolve this whole thing > > > > $self->TicketObj->SetStatus( "resolved" ); > > > > #$Ticket->_Set(Field => 'Status', Value => 'resolved', > RecordTransaction > > > => > > > > 0); > > > > > > > > } > > > > 1; > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > ---------------- > > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Nov 3 09:17:39 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Nov 2009 09:17:39 -0500 Subject: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940264C29B@w3hamboex11.ger.win.int.kn> References: <83436142B1652443AD231375C735F850C7DFAD@exch01roc.darfibernt.local> <16426EA38D57E74CB1DE5A6AE1DB03940264C1A3@w3hamboex11.ger.win.int.kn> <20091102170954.GP21065@bestpractical.com> <16426EA38D57E74CB1DE5A6AE1DB03940264C29B@w3hamboex11.ger.win.int.kn> Message-ID: <20091103141739.GI13819@bestpractical.com> On Tue, Nov 03, 2009 at 12:07:49PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > I'd love to do this, drop me a tiny hint where to start from ;-) > First up, what scrip is doing the resolving? What's the ScripAction? From dominic.hargreaves at oucs.ox.ac.uk Tue Nov 3 11:24:26 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 3 Nov 2009 16:24:26 +0000 Subject: [rt-users] rt2tort3 import errors Message-ID: <20091103162426.GK3647@gunboat-diplomat.oucs.ox.ac.uk> Hi, I'm working through the migration of our relatively large RT2 data set (500,000 tickets) with rt2tort3. I've already fixed a number of issues with the scripts and I plan to submit anything relevant as patches once I've had a chance to get through it all, but there are a couple of things I've hit that I don't understand. I've managed a complete export and import cycle okay, and I'm now testing the incremental mode (which will be required to get the migration done without excessive downtime). Most tickets are getting apparently imported succesfully but this one barfs: Previously this was prefixed with an error (that may have been incidentally exposed) regarding the now-defunct TicketCustomFieldValues table. I've now fixed the import script to use use the ObjectCustomFieldValues instead, and just get: (queue name and subject name elided) t-1395038: w[Tue Nov 3 15:36:51 2009] [crit]: Couldn't set EffectiveId: That is already the current value (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:500) Couldn't create TICKET: Ticket could not be created due to an internal error$VAR1 = { 'Status' => 'resolved', 'Queue' => 'xxxx', 'Started' => '2009-10-12 15:12:59+00', 'Starts' => '1970-01-01 00:00:00+00', '_RecordTransaction' => '0', 'id' => '1395038', 'LastUpdated' => '2009-10-12 15:13:00+00', 'Requestor' => [ '132522' ], 'Subject' => 'xxxx', 'Creator' => undef, 'Owner' => undef, 'LastUpdatedBy' => undef, 'EffectiveId' => '1395038', 'Resolved' => '2009-10-12 15:12:59+00', 'Created' => '2009-09-27 18:07:14+00', 'Due' => '2009-09-27 18:07:14+00' }; [Tue Nov 3 15:36:51 2009] [crit]: Died at ./dumpfile-to-rt-3.0 line 700. (/usr/share/request-tracker3.8/lib/RT.pm:387) Died at ./dumpfile-to-rt-3.0 line 700. I'm completely failing to make any sense of the error here: Couldn't set EffectiveId: That is already the current value since this ticket, which has Id == EffectiveId, is like most other tickets in this regard, so I can't see even see what's unusual about this ticket to trigger the bug. The second problem that I've not completely sorted out is that most of the ticket imports spew: [Tue Nov 3 14:40:08 2009] [warning]: Use of uninitialized value $MIMEType in pattern match (m//) at /usr/share/request-tracker3.8/lib/RT/Record.pm line 736. (/usr/share/request-tracker3.8/lib/RT/Record.pm:736) [Tue Nov 3 14:40:08 2009] [warning]: Use of uninitialized value $Body in length at /usr/share/request-tracker3.8/lib/RT/Record.pm line 753. (/usr/share/request-tracker3.8/lib/RT/Record.pm:753) [Tue Nov 3 14:40:08 2009] [warning]: Use of uninitialized value in subroutine entry at /usr/share/request-tracker3.8/lib/RT/Record.pm line 783. (/usr/share/request-tracker3.8/lib/RT/Record.pm:783) I've already squelched a couple of further uninitialized value warnings in dumpfile-to-rt3.0 itself (on $a->{'ContentEncoding'}) but I'm not sure of the *correct* way to fix these cases (I could just default it to an empty string but that doesn't seem right, really). Any insights or hints would be most appreciated. Versions, etc: Live RT2 install: Debian sarge, postgres 7.4 RT2 migrate install: Debian lenny, postgres 7.4 (with suitably old DBIx::SearchBuilder etc) RT3 test install: Debian lenny, postgres 8.3, RT 3.8.5 (haven't moved to 3.8.6 yet as I wanted to complete one round of testing beforehand). Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From jesse at bestpractical.com Tue Nov 3 11:30:17 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Nov 2009 11:30:17 -0500 Subject: [rt-users] rt2tort3 import errors In-Reply-To: <20091103162426.GK3647@gunboat-diplomat.oucs.ox.ac.uk> References: <20091103162426.GK3647@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091103163017.GW13819@bestpractical.com> > I'm completely failing to make any sense of the error here: > > Couldn't set EffectiveId: That is already the current value Next step, I think, is to get RT to log stack traces for errors: http://wiki.bestpractical.com/view/LogsConfig has instructions. With that, we may have a better idea of what's going wrong. -j From yyang at cidc.com Tue Nov 3 11:24:31 2009 From: yyang at cidc.com (Yan Yang) Date: Tue, 3 Nov 2009 11:24:31 -0500 Subject: [rt-users] OrderBy customized column value Message-ID: We added an extra customized column in the Admin/Users/index.html. The column name is called "LastAccessTime". The purpose is to display the last access time of the user. It is combined with the Config "AutoLogoff" setting and the customized function to retrieve the "LastUpdated" value from the "sessions" table. We added the function at the callback: /local/html/Callbacks/xx/Elements/RT__User/ColumnMap/ColumnMap: sub get_last_access { my $User = shift; my $lastAccessed; my $sessions = $User->get_sessions; $lastAccessed = $sessions->{$User->id} || ""; return $lastAccessed; } $COLUMN_MAP->{'LastAccessTime'}->{value} = \&get_last_access; $COLUMN_MAP->{'LastAccessTime'}->{title} = "Last Access Time"; Everything went well, except that this additional column is not sortable. Since the value is computed and the "attribute" is not in the database, we are wondering if it is possible to use the "OrderBy" param. Any idea on how to sort this customized column? Thanks a lot! Yan -------------- next part -------------- An HTML attachment was scrubbed... URL: From rodolphedj at gmail.com Tue Nov 3 11:41:14 2009 From: rodolphedj at gmail.com (Rodolphe A.) Date: Tue, 3 Nov 2009 17:41:14 +0100 Subject: [rt-users] help in creating Scrips (Nagios autoclose) In-Reply-To: References: <20091102113159.GA1862@suns-MacBook.local> <20091103020820.GB3253@suns-MacBook.local> Message-ID: sunnavy, Can you give us some examples in RT with your plugin ? Because I don't understand your documentation. Thanks, Rodolphe 2009/11/3 Rodolphe A. > Hi sunnavy, > > Setup seems good. No error message. > > Thanks. > > I am reading your documentation on url : > http://cpan.uwinnipeg.ca/htdocs/RT-Extension-Nagios/ > > > > Regards, > > Rodolphe > > > 2009/11/3 sunnavy > > Hi Rodolphe >> >> It's a bug, I'm sorry for that. >> please test the new version attached. >> >> best wishes >> sunnavy >> >> On 09-11-02 15:16, Rodolphe ALT wrote: >> > Hi Sunnavy, >> > >> > Thanks a lot for this tip, because on the link ( >> > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages) >> it was >> > not wrote. >> > >> > I have read the file README. >> > >> > After make and install, I have add this line in file >> > /opt/rt3/etc/RT_SiteConfig.pm >> > Set(@Plugins,qw(RT::Extension::Nagios)); >> > >> > But when I have initialized database (make initdb), i have a message >> error : >> > [Mon Nov 2 13:30:56 2009] [error]: Action 'Nagios' not found >> > (/opt/rt3/sbin/../lib/RT/Handle.pm:987) >> > >> > And the scrip after that doesn't close always any messages. In the log : >> > [Mon Nov 2 13:45:32 2009] [debug]: Committing scrip #13 on txn #451 of >> > ticket #55 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) >> > [Mon Nov 2 13:45:32 2009] [debug]: Found a recovery msg: ((eval >> 3253):18) >> > >> > And that's all. >> > >> > >> > >> > >> > >> > Regards, >> > >> > Rodolphe >> > >> > >> > The scrip >> > >> > --------------------------------- >> > >> > # If the subject of the ticket matches a pattern suggesting >> > # that this is a Nagios RECOVERY message AND there is >> > # an existing ticket (open or new) in the "General" queue with a >> matching >> > # "problem description", (that is not this ticket) >> > # merge this ticket into that ticket >> > # >> > # Based on >> http://marc.free.net.ph/message/20040319.180325.27528377.en.html >> > >> > my $problem_desc = undef; >> > >> > my $Transaction = $self->TransactionObj; >> > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); >> > #if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) { >> > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { >> > # This looks like a nagios recovery message >> > $problem_desc = $2; >> > >> > $RT::Logger->debug("Found a recovery msg: $problem_desc"); >> > } else { >> > $RT::Logger->debug("Not a recovery msg: $problem_desc"); >> > return 1; >> > } >> > >> > # Ok, now let's merge this ticket with it's PROBLEM msg. >> > my $search = RT::Tickets->new($RT::SystemUser); >> > $search->LimitQueue(VALUE => 'General'); >> > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => >> > 'or'); >> > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); >> > >> > if ($search->Count == 0) { return 1; } >> > my $id = undef; >> > while (my $ticket = $search->Next) { >> > # Ignore the ticket that opened this transation (the recovery >> one...) >> > next if $self->TicketObj->Id == $ticket->Id; >> > # Look for nagios PROBLEM warning messages... >> > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { >> > if ($2 eq $problem_desc){ >> > # Aha! Found the Problem TICKET corresponding to this >> RECOVERY >> > # ticket >> > $id = $ticket->Id; >> > # Nagios may send more then one PROBLEM message, right? >> > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id >> . " >> > into $id because of OA number match."); >> > $self->TicketObj->MergeInto($id); >> > # Keep looking for more PROBLEM tickets... >> > } >> > } >> > } >> > >> > $id || return 1; >> > # Auto-close/resolve this whole thing >> > $self->TicketObj->SetStatus( "resolved" ); >> > 1; >> > >> > >> > ----------------------------------- >> > >> > >> > >> > 2009/11/2 sunnavy >> > >> > > Hi Rodolphe >> > > >> > > Maybe you're interested in the RT extension attached, which is based >> on the >> > > wiki you read. >> > > I'm thinking of publishing it to CPAN soon. >> > > >> > > best wishes >> > > sunnavy >> > > >> > > On 09-11-02 12:00, Rodolphe ALT wrote: >> > > > Hi all, >> > > > >> > > > I am trying create a scrip in RT3 for close automaticly the tickets >> from >> > > > Nagios alert. >> > > > >> > > > I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT >> > > > Integration" from website >> > > > >> > > > >> > > >> http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details >> > > > >> > > > >> http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages >> > > > >> > > > >> > > > >> > > > https://wiki.koumbit.net/RequestTracker/NagiosBridge >> > > > >> > > > >> > > > >> > > > But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not >> > > analyzed >> > > > correctly. >> > > > >> > > > I mean when I have enabled debug log and this is a log messages like >> : >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 >> of >> > > > ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 >> ((eval >> > > > 2528):12) >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval >> > > 2528):21) >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) >> > > > >> > > > And that' all. not Merging ticket ! >> > > > >> > > > >> > > > in scrip, I think this is the line who detect not the ticket : >> > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) >> is >> > > (\w+) >> > > > \*\*/ ) { >> > > > >> > > > I have tested also without success : >> > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { >> > > > >> > > > >> > > > And the email subject is like : >> > > > ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** >> > > > ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** >> > > > >> > > > >> > > > Can you help me to resolve this code ? >> > > > >> > > > >> > > > Thanks, >> > > > >> > > > Regards, >> > > > >> > > > Rodolphe >> > > > >> > > > >> > > > ---------------- >> > > > >> > > > >> > > > ALL CODE of actual scrip is here : >> > > > >> > > > # If the subject of the ticket matches a pattern suggesting >> > > > # that this is a Nagios RECOVERY message AND there is >> > > > # an existing ticket (open or new) in the "General" queue with a >> matching >> > > > # "problem description", (that is not this ticket) >> > > > # merge this ticket into that ticket >> > > > # >> > > > # Based on >> > > http://marc.free.net.ph/message/20040319.180325.27528377.en.html >> > > > >> > > > my $problem_desc = undef; >> > > > my $report_type = undef; >> > > > >> > > > $RT::Logger->debug("Message Lancement Scrip 14"); >> > > > >> > > > my $Transaction = $self->TransactionObj; >> > > > my $subject = >> $Transaction->Attachments->First->GetHeader('Subject'); >> > > > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { >> > > > # This looks like a nagios recovery message >> > > > $report_type = $1; >> > > > $problem_desc = $3; >> > > > >> > > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); >> > > > } else { >> > > > $RT::Logger->debug("Not a recovery msg: $problem_desc"); >> > > > return 1; >> > > > } >> > > > >> > > > # Ok, now let's merge this ticket with it's PROBLEM msg. >> > > > my $search = RT::Tickets->new($RT::SystemUser); >> > > > $search->LimitQueue(VALUE => 'General'); >> > > > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', >> ENTRYAGGREGATOR => >> > > > 'or'); >> > > > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); >> > > > >> > > > if ($search->Count == 0) { return 1; } >> > > > my $id = undef; >> > > > while (my $ticket = $search->Next) { >> > > > $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); >> > > > # Ignore the ticket that opened this transation (the recovery >> one...) >> > > > next if $self->TicketObj->Id == $ticket->Id; >> > > > # Look for nagios PROBLEM warning messages... >> > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) >> is >> > > (\w+) >> > > > \*\*/ ) { >> > > > if ($2 eq $problem_desc){ >> > > > # Aha! Found the Problem TICKET corresponding to this >> > > RECOVERY >> > > > # ticket >> > > > $id = $ticket->Id; >> > > > # Nagios may send more then one PROBLEM message, right? >> > > > $RT::Logger->debug("Merging ticket " . >> $self->TicketObj->Id . >> > > " >> > > > into $id because of OA number match."); >> > > > $self->TicketObj->MergeInto($id); >> > > > # Keep looking for more PROBLEM tickets... >> > > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? >> $ticket->Id >> > > avec >> > > > la r?gle 1!"); >> > > > >> > > > } >> > > > } >> > > > >> > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) >> { >> > > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec >> la >> > > > r?gle 2!"); >> > > > } >> > > > } >> > > > >> > > > $id || return 1; >> > > > >> > > > if ($report_type eq "RECOVERY") { >> > > > # Auto-close/resolve this whole thing >> > > > $self->TicketObj->SetStatus( "resolved" ); >> > > > #$Ticket->_Set(Field => 'Status', Value => 'resolved', >> RecordTransaction >> > > => >> > > > 0); >> > > > >> > > > } >> > > > 1; >> > > > >> > > > >> > > > >> > > > >> > > > >> > > > >> > > > >> > > > >> > > > >> > > > ---------------- >> > > >> > > > _______________________________________________ >> > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > > > >> > > > Community help: http://wiki.bestpractical.com >> > > > Commercial support: sales at bestpractical.com >> > > > >> > > > >> > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > > > Buy a copy at http://rtbook.bestpractical.com >> > > >> > > >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Nov 3 12:37:13 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 03 Nov 2009 09:37:13 -0800 Subject: [rt-users] RT installation via RedHat? Message-ID: <4AF06A49.7080209@lbl.gov> To list, Is there a comprehensive instruction list for installing RT 3.8.x on/via RedHat? We tried solaris and got no joy from our support group, but since we can control our own VM, we want to try it that way. Thanks in advance. Kenn LBNL From sergiocharpinel at gmail.com Tue Nov 3 13:12:45 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Tue, 3 Nov 2009 16:12:45 -0200 Subject: [rt-users] Scrips and Graphics Message-ID: Hi, I have two questions: The first one, I would like to not send e-mail to the requestor, but just in a specific queue. Can I do this ? I couldnt remove the scrip from the specific queue. Second, How can I enable graphics in my RT ? Thanks in advance. -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Tue Nov 3 13:12:58 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 3 Nov 2009 18:12:58 +0000 Subject: [rt-users] rt2tort3 import errors In-Reply-To: <20091103163017.GW13819@bestpractical.com> References: <20091103162426.GK3647@gunboat-diplomat.oucs.ox.ac.uk> <20091103163017.GW13819@bestpractical.com> Message-ID: <20091103181258.GM3647@gunboat-diplomat.oucs.ox.ac.uk> On Tue, Nov 03, 2009 at 11:30:17AM -0500, Jesse Vincent wrote: > > I'm completely failing to make any sense of the error here: > > > > Couldn't set EffectiveId: That is already the current value > > Next step, I think, is to get RT to log stack traces for errors: > > http://wiki.bestpractical.com/view/LogsConfig has instructions. > With that, we may have a better idea of what's going wrong. *nod* Here's the same error again with stack traces turned on: t-1395038: w[Tue Nov 3 17:19:23 2009] [crit]: Couldn't set EffectiveId: That is already the current value (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:500) Trace begun at /usr/share/request-tracker3.8/lib/RT.pm line 300 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x34207e0)', 'Couldn\'t set EffectiveId: That is already the current value') called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 500 RT::Ticket::Create('RT::Ticket=HASH(0x7511ba8)', 'Status', 'resolved', 'Queue', 'xxxx', 'Started', '2009-10-12 15:12:59+00', 'Starts', '1970-01-01 00:00:00+00', '_RecordTransaction', 0, 'id', 1395038, 'LastUpdated', '2009-10-12 15:13:00+00', 'Requestor', 'ARRAY(0x80c5e88)', 'Subject', 'xxxx', 'Creator', undef, 'Owner', undef, 'LastUpdatedBy', undef, 'EffectiveId', 1395038, 'Resolved', '2009-10-12 15:12:59+00', 'Created', '2009-09-27 18:07:14+00', 'Due', '2009-09-27 18:07:14+00') called at dumpfile-to-rt-3.0 line 695 RT::import_tickets at dumpfile-to-rt-3.0 line 89 Couldn't create TICKET: Ticket could not be created due to an internal error$VAR1 = { 'Status' => 'resolved', 'Queue' => 'xxxx', 'Started' => '2009-10-12 15:12:59+00', 'Starts' => '1970-01-01 00:00:00+00', '_RecordTransaction' => '0', 'id' => '1395038', 'LastUpdated' => '2009-10-12 15:13:00+00', 'Requestor' => [ '132522' ], 'Subject' => 'xxxx', 'Creator' => undef, 'Owner' => undef, 'LastUpdatedBy' => undef, 'EffectiveId' => '1395038', 'Resolved' => '2009-10-12 15:12:59+00', 'Created' => '2009-09-27 18:07:14+00', 'Due' => '2009-09-27 18:07:14+00' }; [Tue Nov 3 17:19:23 2009] [crit]: Died at ./dumpfile-to-rt-3.0 line 700. (/usr/share/request-tracker3.8/lib/RT.pm:387) Trace begun at /usr/share/request-tracker3.8/lib/RT.pm line 300 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x34207e0)', 'Died at ./dumpfile-to-rt-3.0 line 700.^J') called at /usr/share/request-tracker3.8/lib/RT.pm line 387 RT::__ANON__('Died at ./dumpfile-to-rt-3.0 line 700.^J') called at dumpfile-to-rt-3.0 line 700 RT::import_tickets at dumpfile-to-rt-3.0 line 89 Died at ./dumpfile-to-rt-3.0 line 700. If I try to insert the same ticket manually, things seem to proceed without incident: #!/usr/bin/perl use strict; use warnings; use lib ("/usr/share/request-tracker3.8/lib"); use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); use RT::Tickets; use RT::Template; use RT::CustomFields; use RT::Principals; use RT::Scrips; CleanEnv(); RT::LoadConfig(); RT::Init(); $RT::LogStackTraces = 1; my $tick_object = RT::Ticket->new($RT::SystemUser); my $ticket = { 'Status' => 'resolved', 'Queue' => 'xxxx', 'Started' => '2009-10-12 15:12:59+00', 'Starts' => '1970-01-01 00:00:00+00', '_RecordTransaction' => '0', 'id' => '1395038', 'LastUpdated' => '2009-10-12 15:13:00+00', 'Requestor' => [ '132522' ], 'Subject' => 'xxxx', 'Creator' => undef, 'Owner' => undef, 'LastUpdatedBy' => undef, 'EffectiveId' => '1395038', 'Resolved' => '2009-10-12 15:12:59+00', 'Created' => '2009-09-27 18:07:14+00', 'Due' => '2009-09-27 18:07:14+00' }; $tick_object->Create( %{$ticket} ); rt-migrate at steely-glint:~$ ~dom/test-create Name "RT::LogStackTraces" used only once: possible typo at /home/dom/test-create line 19. rt-migrate at steely-glint:~$ (and the ticket is created in the database). the error comes from the second argument returned by $self->__Set in Ticket_Overlay.pm, which is in turn from DBIx::SearchBuilder::Record: I simply cannot see how that error could occur when creating a new ticket in Ticket_Overlay.pm, reading through the logic. Ticket.pm creates the ticket defaulting EffectiveId to 0, and Ticket_Overlay.pm then tries to set it to the EffectiveId to that is given in the arguments to Create, which is not 0. The plot thickens (and it's time for me to go home :) -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From Gabriel at impactteachers.com Tue Nov 3 12:57:50 2009 From: Gabriel at impactteachers.com (Gabriel - IP Guys) Date: Tue, 3 Nov 2009 17:57:50 -0000 Subject: [rt-users] RT installation via RedHat? In-Reply-To: <4AF06A49.7080209@lbl.gov> References: <4AF06A49.7080209@lbl.gov> Message-ID: RT is not that hard to install. I've installed it on numerous rpm based systems, redhat, fedora, centos - all without problem and incident. From source, and from RPM. Google for RT install centos guide - should get you what you need. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Ken Crocker > Sent: 03 November 2009 17:37 > To: rt Users > Subject: [rt-users] RT installation via RedHat? > > To list, > > Is there a comprehensive instruction list for installing RT 3.8.x > on/via > RedHat? > > We tried solaris and got no joy from our support group, but since we > can > control our own VM, we want to try it that way. Thanks in advance. > > 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 Tue Nov 3 13:49:11 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 03 Nov 2009 10:49:11 -0800 Subject: [rt-users] RT installation via RedHat? In-Reply-To: References: <4AF06A49.7080209@lbl.gov> Message-ID: <4AF07B27.8000804@lbl.gov> Gabriel, Thanks. I did look at the jwhite3 docs, but that seems to be limited to 3.6.6/MySQL and we want 3.8.6/Oracle. I'll check out the Centros stuff. Kenn LBNL On 11/3/2009 9:57 AM, Gabriel - IP Guys wrote: > RT is not that hard to install. I've installed it on numerous rpm based > systems, redhat, fedora, centos - all without problem and incident. From > source, and from RPM. Google for RT install centos guide - should get > you what you need. > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Ken Crocker >> Sent: 03 November 2009 17:37 >> To: rt Users >> Subject: [rt-users] RT installation via RedHat? >> >> To list, >> >> Is there a comprehensive instruction list for installing RT 3.8.x >> on/via >> RedHat? >> >> We tried solaris and got no joy from our support group, but since we >> can >> control our own VM, we want to try it that way. Thanks in advance. >> >> Kenn >> LBNL >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Tue Nov 3 14:02:42 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 3 Nov 2009 14:02:42 -0500 Subject: [rt-users] Scrips and Graphics In-Reply-To: References: Message-ID: On Tue, Nov 3, 2009 at 13:12, Sergio Charpinel Jr. wrote: > The first one, I would like to not send e-mail to the requestor, but just in > a specific queue. Can I do this ? I couldnt? remove the scrip from the > specific queue. Make the Autoreply template in that queue blank. The book does a very good job of explaining basic configuration such as this. > Second, How can I enable graphics in my RT ? It is not at all clear what you mean here. From kfcrocker at lbl.gov Tue Nov 3 14:32:14 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 03 Nov 2009 11:32:14 -0800 Subject: [rt-users] Scrips and Graphics In-Reply-To: References: Message-ID: <4AF0853E.8030008@lbl.gov> Sergio, Just Disable the Global scrip and create the autoreply on create in that particular queue. Kenn LBNL On 11/3/2009 10:12 AM, Sergio Charpinel Jr. wrote: > Hi, > > I have two questions: > > The first one, I would like to not send e-mail to the requestor, but > just in a specific queue. Can I do this ? I couldnt remove the scrip > from the specific queue. > > Second, How can I enable graphics in my RT ? > > > Thanks in advance. > > -- > Sergio Roberto Charpinel Jr. > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 JoopvandeWege at mococo.nl Tue Nov 3 14:43:12 2009 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Tue, 03 Nov 2009 20:43:12 +0100 Subject: [rt-users] RT installation via RedHat? In-Reply-To: <4AF07B27.8000804@lbl.gov> References: <4AF06A49.7080209@lbl.gov> <4AF07B27.8000804@lbl.gov> Message-ID: <4AF087D0.2040206@mococo.nl> Ken Crocker wrote: > Gabriel, > > Thanks. I did look at the jwhite3 docs, but that seems to be limited to > 3.6.6/MySQL and we want 3.8.6/Oracle. I'll check out the Centros stuff. > Drop me a line if you need help. We're an Oracle shop and I have switched from Ubuntu to Centos and regularly install RT from source. Whole process shouldn't take more then 4 hours max, that is including installing Centos, Oracle 10g, RT Regards, Joop From maxhetrick at verizon.net Tue Nov 3 13:45:23 2009 From: maxhetrick at verizon.net (Max Hetrick) Date: Tue, 03 Nov 2009 13:45:23 -0500 Subject: [rt-users] RT installation via RedHat? In-Reply-To: <4AF06A49.7080209@lbl.gov> References: <4AF06A49.7080209@lbl.gov> Message-ID: <4AF07A43.1000406@verizon.net> Ken Crocker wrote: > To list, > > Is there a comprehensive instruction list for installing RT 3.8.x on/via > RedHat? > > We tried solaris and got no joy from our support group, but since we can > control our own VM, we want to try it that way. Thanks in advance. This one seems to work pretty well for new installations. http://www.ptitov.net/2008/07/request-tracker-installation-o.html Regards, Max From raanders at cyber-office.net Tue Nov 3 15:18:18 2009 From: raanders at cyber-office.net (Roderick A. Anderson) Date: Tue, 03 Nov 2009 12:18:18 -0800 Subject: [rt-users] RT installation via RedHat? In-Reply-To: <4AF07A43.1000406@verizon.net> References: <4AF06A49.7080209@lbl.gov> <4AF07A43.1000406@verizon.net> Message-ID: <4AF0900A.3010605@cyber-office.net> Max Hetrick wrote: > Ken Crocker wrote: >> To list, >> >> Is there a comprehensive instruction list for installing RT 3.8.x on/via >> RedHat? >> >> We tried solaris and got no joy from our support group, but since we can >> control our own VM, we want to try it that way. Thanks in advance. > > This one seems to work pretty well for new installations. > > http://www.ptitov.net/2008/07/request-tracker-installation-o.html I used this to install RT using PostgreSQL as the database on a remote/separate system. Was a smooth process. \\||/ Rod -- > > Regards, > Max > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Nov 3 16:40:25 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 03 Nov 2009 13:40:25 -0800 Subject: [rt-users] RT installation via RedHat? In-Reply-To: <4AF07A43.1000406@verizon.net> References: <4AF06A49.7080209@lbl.gov> <4AF07A43.1000406@verizon.net> Message-ID: <4AF0A349.1040509@lbl.gov> Max, Thanks. I'll take a look. Kenn LBNL On 11/3/2009 10:45 AM, Max Hetrick wrote: > Ken Crocker wrote: > >> To list, >> >> Is there a comprehensive instruction list for installing RT 3.8.x on/via >> RedHat? >> >> We tried solaris and got no joy from our support group, but since we can >> control our own VM, we want to try it that way. Thanks in advance. >> > > This one seems to work pretty well for new installations. > > http://www.ptitov.net/2008/07/request-tracker-installation-o.html > > Regards, > Max > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 NFOGGI at depaul.edu Tue Nov 3 18:31:29 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Tue, 3 Nov 2009 17:31:29 -0600 Subject: [rt-users] Approvals on 3.8.4 not going to ___Approvals Queue and Attachments Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5547@XVS01.dpu.depaul.edu> Hey Everyone, So I've been looking at ways to create approvals, and initially i created my own approval queue called po-approvals, created the template to create the approval ticket in it, that all worked, however, i wasn't getting notified of the pending approval (though i could see it waiting approval) and if i denied it or approved it, it wouldn't update the ticket. Looking further into it, i see there was a major re-do of the approvals in 3.8.2 from previous versions. I switched my template to create the approval ticket in ___Approvals and everything then started working, email notifications, updates to the parent tickets, etc. Is there any way to get this functionality across multiple queues? I found: "use constant _Queue => '___Approvals';" under /lib/RT/Approval/Rule.pm, can i list multiple queues? will the workflowbuilder extension do anything for me? Also, since it's PO's, there are attachments coming in on the original ticket, is there anyway to actually include that attachment in the notification to the approver? There doesn't seem to be a way to get in in using the template, but i thought i'd ask. I saw talk of adding a link, which may work also, but had problems with that. It was all on old versions, so maybe something has changed? Any help is greatly appreciated! Thanks! Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From varun.vyas at elitecore.com Tue Nov 3 23:53:06 2009 From: varun.vyas at elitecore.com (Varun) Date: Wed, 4 Nov 2009 10:23:06 +0530 Subject: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 In-Reply-To: <4AEFE15D.2070503@mococo.nl> References: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> <4AEFE15D.2070503@mococo.nl> Message-ID: Hello Joop As per your guessing you are right I am facing problem of corruption in sql query when I upgraded from 3.6.3 to 3.8.6 application is working fine but when I want to look at page where custom fields are or want to see the page where tickets basics are there. I am not able to go that page and RT doesn't seem too returned with that page and goes in unending loop of query firing and also I get the query which I posted to you which is not firing as per your suggestion. So can you can help me in how to fix this problem I am not been able to find any solution for it. Any help is highly appreciated. Thanks & Regards Varun Vyas _____ From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: Tuesday, November 03, 2009 1:23 PM To: Varun Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 Varun wrote: Hello All I have recently upgraded my application from RT 3.6.3 to 3.8.4. Application has seems to be upgraded correctly but when I have upgraded database. It has shown me that database upgrade is successful. And I have also been able to log in system but whenever I tried to see the basics of any tickets or custom fields of any ticket RT has gone into infinite loop of query and seems to have been never returned from it when I checked in logs it has shown me this error [error] [client 192.168.7.79] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xb8dce30) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') 'ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR: error possibly near <*> indicator at char 43 in 'SELECT main.* FROM Attributes main WHERE (<*>main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') '), referer: http://rtbeta.elitecore.co.in/Ticket/Display.html?id=132467 A good idea is when you get errors like these in your rt.log is to cut and paste the sql statement into sqlplus and see if it will give you an error message that is more clear then rt.log SELECT main.* FROM Attributes main WHERE (main.Content = '3') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') * ERROR at line 1: ORA-00932: inconsistent datatypes: expected - got CLOB As you, hopefully, can see, the * is under main.Content = '3' and if you know Oracle SQL a bit then it is obvious that you can't do '=' on a CLOB. So this qualifies as a bug. Are you sure you're on 3.8.4 because I posted to rt-devel about something like it but that was for 3.8.6 where they overhauled hierarchical customfields and I found that converting from old to new resulted in something like this. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From sunnavy at bestpractical.com Wed Nov 4 00:45:40 2009 From: sunnavy at bestpractical.com (sunnavy) Date: Wed, 4 Nov 2009 13:45:40 +0800 Subject: [rt-users] help in creating Scrips (Nagios autoclose) In-Reply-To: References: <20091102113159.GA1862@suns-MacBook.local> <20091103020820.GB3253@suns-MacBook.local> Message-ID: <20091104054540.GA8616@suns-MacBook.local> Hi Rodolphe which part you don't understand? IMHO, the extension's workflow is not complex at all. best wishes sunnavy On 09-11-03 17:41, Rodolphe A. wrote: > sunnavy, > > Can you give us some examples in RT with your plugin ? > > Because I don't understand your documentation. > > > Thanks, > > Rodolphe > > 2009/11/3 Rodolphe A. > > > Hi sunnavy, > > > > Setup seems good. No error message. > > > > Thanks. > > > > I am reading your documentation on url : > > http://cpan.uwinnipeg.ca/htdocs/RT-Extension-Nagios/ > > > > > > > > Regards, > > > > Rodolphe > > > > > > 2009/11/3 sunnavy > > > > Hi Rodolphe > >> > >> It's a bug, I'm sorry for that. > >> please test the new version attached. > >> > >> best wishes > >> sunnavy > >> > >> On 09-11-02 15:16, Rodolphe ALT wrote: > >> > Hi Sunnavy, > >> > > >> > Thanks a lot for this tip, because on the link ( > >> > http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages) > >> it was > >> > not wrote. > >> > > >> > I have read the file README. > >> > > >> > After make and install, I have add this line in file > >> > /opt/rt3/etc/RT_SiteConfig.pm > >> > Set(@Plugins,qw(RT::Extension::Nagios)); > >> > > >> > But when I have initialized database (make initdb), i have a message > >> error : > >> > [Mon Nov 2 13:30:56 2009] [error]: Action 'Nagios' not found > >> > (/opt/rt3/sbin/../lib/RT/Handle.pm:987) > >> > > >> > And the scrip after that doesn't close always any messages. In the log : > >> > [Mon Nov 2 13:45:32 2009] [debug]: Committing scrip #13 on txn #451 of > >> > ticket #55 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > >> > [Mon Nov 2 13:45:32 2009] [debug]: Found a recovery msg: ((eval > >> 3253):18) > >> > > >> > And that's all. > >> > > >> > > >> > > >> > > >> > > >> > Regards, > >> > > >> > Rodolphe > >> > > >> > > >> > The scrip > >> > > >> > --------------------------------- > >> > > >> > # If the subject of the ticket matches a pattern suggesting > >> > # that this is a Nagios RECOVERY message AND there is > >> > # an existing ticket (open or new) in the "General" queue with a > >> matching > >> > # "problem description", (that is not this ticket) > >> > # merge this ticket into that ticket > >> > # > >> > # Based on > >> http://marc.free.net.ph/message/20040319.180325.27528377.en.html > >> > > >> > my $problem_desc = undef; > >> > > >> > my $Transaction = $self->TransactionObj; > >> > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > >> > #if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) { > >> > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > >> > # This looks like a nagios recovery message > >> > $problem_desc = $2; > >> > > >> > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > >> > } else { > >> > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > >> > return 1; > >> > } > >> > > >> > # Ok, now let's merge this ticket with it's PROBLEM msg. > >> > my $search = RT::Tickets->new($RT::SystemUser); > >> > $search->LimitQueue(VALUE => 'General'); > >> > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > >> > 'or'); > >> > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > >> > > >> > if ($search->Count == 0) { return 1; } > >> > my $id = undef; > >> > while (my $ticket = $search->Next) { > >> > # Ignore the ticket that opened this transation (the recovery > >> one...) > >> > next if $self->TicketObj->Id == $ticket->Id; > >> > # Look for nagios PROBLEM warning messages... > >> > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > >> > if ($2 eq $problem_desc){ > >> > # Aha! Found the Problem TICKET corresponding to this > >> RECOVERY > >> > # ticket > >> > $id = $ticket->Id; > >> > # Nagios may send more then one PROBLEM message, right? > >> > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id > >> . " > >> > into $id because of OA number match."); > >> > $self->TicketObj->MergeInto($id); > >> > # Keep looking for more PROBLEM tickets... > >> > } > >> > } > >> > } > >> > > >> > $id || return 1; > >> > # Auto-close/resolve this whole thing > >> > $self->TicketObj->SetStatus( "resolved" ); > >> > 1; > >> > > >> > > >> > ----------------------------------- > >> > > >> > > >> > > >> > 2009/11/2 sunnavy > >> > > >> > > Hi Rodolphe > >> > > > >> > > Maybe you're interested in the RT extension attached, which is based > >> on the > >> > > wiki you read. > >> > > I'm thinking of publishing it to CPAN soon. > >> > > > >> > > best wishes > >> > > sunnavy > >> > > > >> > > On 09-11-02 12:00, Rodolphe ALT wrote: > >> > > > Hi all, > >> > > > > >> > > > I am trying create a scrip in RT3 for close automaticly the tickets > >> from > >> > > > Nagios alert. > >> > > > > >> > > > I am working from the scrips "AutoCloseOnNagiosRecoveryMessages - RT > >> > > > Integration" from website > >> > > > > >> > > > > >> > > > >> http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details > >> > > > > >> > > > > >> http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > >> > > > > >> > > > > >> > > > > >> > > > https://wiki.koumbit.net/RequestTracker/NagiosBridge > >> > > > > >> > > > > >> > > > > >> > > > But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not > >> > > analyzed > >> > > > correctly. > >> > > > > >> > > > I mean when I have enabled debug log and this is a log messages like > >> : > >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 > >> of > >> > > > ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 > >> ((eval > >> > > > 2528):12) > >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval > >> > > 2528):21) > >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36) > >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36) > >> > > > [Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36) > >> > > > > >> > > > And that' all. not Merging ticket ! > >> > > > > >> > > > > >> > > > in scrip, I think this is the line who detect not the ticket : > >> > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) > >> is > >> > > (\w+) > >> > > > \*\*/ ) { > >> > > > > >> > > > I have tested also without success : > >> > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) { > >> > > > > >> > > > > >> > > > And the email subject is like : > >> > > > ** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL ** > >> > > > ** RECOVERY Service Alert: srv08.athome.local/Portail is OK ** > >> > > > > >> > > > > >> > > > Can you help me to resolve this code ? > >> > > > > >> > > > > >> > > > Thanks, > >> > > > > >> > > > Regards, > >> > > > > >> > > > Rodolphe > >> > > > > >> > > > > >> > > > ---------------- > >> > > > > >> > > > > >> > > > ALL CODE of actual scrip is here : > >> > > > > >> > > > # If the subject of the ticket matches a pattern suggesting > >> > > > # that this is a Nagios RECOVERY message AND there is > >> > > > # an existing ticket (open or new) in the "General" queue with a > >> matching > >> > > > # "problem description", (that is not this ticket) > >> > > > # merge this ticket into that ticket > >> > > > # > >> > > > # Based on > >> > > http://marc.free.net.ph/message/20040319.180325.27528377.en.html > >> > > > > >> > > > my $problem_desc = undef; > >> > > > my $report_type = undef; > >> > > > > >> > > > $RT::Logger->debug("Message Lancement Scrip 14"); > >> > > > > >> > > > my $Transaction = $self->TransactionObj; > >> > > > my $subject = > >> $Transaction->Attachments->First->GetHeader('Subject'); > >> > > > if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) { > >> > > > # This looks like a nagios recovery message > >> > > > $report_type = $1; > >> > > > $problem_desc = $3; > >> > > > > >> > > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > >> > > > } else { > >> > > > $RT::Logger->debug("Not a recovery msg: $problem_desc"); > >> > > > return 1; > >> > > > } > >> > > > > >> > > > # Ok, now let's merge this ticket with it's PROBLEM msg. > >> > > > my $search = RT::Tickets->new($RT::SystemUser); > >> > > > $search->LimitQueue(VALUE => 'General'); > >> > > > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', > >> ENTRYAGGREGATOR => > >> > > > 'or'); > >> > > > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > >> > > > > >> > > > if ($search->Count == 0) { return 1; } > >> > > > my $id = undef; > >> > > > while (my $ticket = $search->Next) { > >> > > > $RT::Logger->debug("Boucle 14 : ".($ticket->Id)); > >> > > > # Ignore the ticket that opened this transation (the recovery > >> one...) > >> > > > next if $self->TicketObj->Id == $ticket->Id; > >> > > > # Look for nagios PROBLEM warning messages... > >> > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) > >> is > >> > > (\w+) > >> > > > \*\*/ ) { > >> > > > if ($2 eq $problem_desc){ > >> > > > # Aha! Found the Problem TICKET corresponding to this > >> > > RECOVERY > >> > > > # ticket > >> > > > $id = $ticket->Id; > >> > > > # Nagios may send more then one PROBLEM message, right? > >> > > > $RT::Logger->debug("Merging ticket " . > >> $self->TicketObj->Id . > >> > > " > >> > > > into $id because of OA number match."); > >> > > > $self->TicketObj->MergeInto($id); > >> > > > # Keep looking for more PROBLEM tickets... > >> > > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? > >> $ticket->Id > >> > > avec > >> > > > la r?gle 1!"); > >> > > > > >> > > > } > >> > > > } > >> > > > > >> > > > if ( $ticket->Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) > >> { > >> > > > $RT::Logger->debug("Scrip 14 : 1 ticket trouv? $ticket->Id avec > >> la > >> > > > r?gle 2!"); > >> > > > } > >> > > > } > >> > > > > >> > > > $id || return 1; > >> > > > > >> > > > if ($report_type eq "RECOVERY") { > >> > > > # Auto-close/resolve this whole thing > >> > > > $self->TicketObj->SetStatus( "resolved" ); > >> > > > #$Ticket->_Set(Field => 'Status', Value => 'resolved', > >> RecordTransaction > >> > > => > >> > > > 0); > >> > > > > >> > > > } > >> > > > 1; > >> > > > > >> > > > > >> > > > > >> > > > > >> > > > > >> > > > > >> > > > > >> > > > > >> > > > > >> > > > ---------------- > >> > > > >> > > > _______________________________________________ > >> > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > > > > >> > > > Community help: http://wiki.bestpractical.com > >> > > > Commercial support: sales at bestpractical.com > >> > > > > >> > > > > >> > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> > > > Buy a copy at http://rtbook.bestpractical.com > >> > > > >> > > > >> > > > > From JoopvandeWege at mococo.nl Wed Nov 4 02:31:23 2009 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 04 Nov 2009 08:31:23 +0100 Subject: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 In-Reply-To: References: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> <4AEFE15D.2070503@mococo.nl> Message-ID: <4AF12DCB.20707@mococo.nl> Varun wrote: > > Hello Joop > > > > As per your guessing you are right I am facing problem of corruption > in sql query when I upgraded from 3.6.3 to 3.8.6 application is > working fine but when I want to look at page where custom fields are > or want to see the page where tickets basics are there. I am not able > to go that page and RT doesn't seem too returned with that page and > goes in unending loop of query firing and also I get the query which I > posted to you which is not firing as per your suggestion. So can you > can help me in how to fix this problem I am not been able to find any > solution for it. > > > > Any help is highly appreciated. > I'm sorry but that is something that changed in RT and I'm not able to help you there. Basically what I wrote to rt-devel is that probably there is a mix up in column names and the query should read: SELECT main.* FROM Attributes main WHERE (main.OBJECTID = '221') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') instead of: SELECT main.* FROM Attributes main WHERE (main.Content = '221') AND (main.Name = 'BasedOn') Regards, Joop AND (main.ObjectType = 'RT::CustomField') -------------- next part -------------- An HTML attachment was scrubbed... URL: From fjaeckel at bfk.de Wed Nov 4 04:21:07 2009 From: fjaeckel at bfk.de (Frederic Jaeckel) Date: Wed, 4 Nov 2009 09:21:07 +0000 Subject: [rt-users] RT is not accepting UpdateCc argument on reply Message-ID: <20091104092107.42511031@pc30a.int.bfk.de> Hi, my problem is, that RT doesn't accept the UpdateCc Argument via the input line if I reply to a ticket. If I add people via the "People" page as CC, everything is fine, but OneTime-CCs are not used. This may be a bug in RT, hopefully not. Please help. regards, Frederic Jaeckel BFK edv-consulting Kriegsstr. 100 76135 Karlsruhe -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: not available URL: From varun.vyas at elitecore.com Wed Nov 4 04:49:44 2009 From: varun.vyas at elitecore.com (Varun) Date: Wed, 4 Nov 2009 15:19:44 +0530 Subject: [rt-users] Cookies Problem with RT 3.8.5 In-Reply-To: <4AF12DCB.20707@mococo.nl> References: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> <4AEFE15D.2070503@mococo.nl> <4AF12DCB.20707@mococo.nl> Message-ID: <729E81A6A9474704B6824427FD64CFCD@elitecore.com> Hello All Yesterday I have upgraded from 3.6.3 to 3.8.5 all has works well. But I m facing a strange problem for e.g. I have logged with root user and all operations works fine but when I logged in with other user after logging out I has got window and all queues which "root user has access". I have checked credentials of the other user but It was a normal user with no admin privileges. But still I was able to look in the queues that only admin can see. Once I have cleared the cache cookies form browser then my normal user's home page was fine and I can able to see the queue which that user is supposed to see. But again when I logged in with admin user I was seeing the queue of my previous user and not been able to see the admin queues. I am facing this problem with my new installation (i.e. upgradation from 3.6.3 to 3.8.5 ) I have checked all stuffs with my browser but it is fine and also I have no problem in switching users and I was able to see the home pages of relevant users when I have used my beta machine having RT 3.6.3 installed Please can any one suggest me what is problem with my installation . Thanks & Regards Varun Vyas _____ From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: Wednesday, November 04, 2009 1:01 PM To: Varun Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 Varun wrote: Hello Joop As per your guessing you are right I am facing problem of corruption in sql query when I upgraded from 3.6.3 to 3.8.6 application is working fine but when I want to look at page where custom fields are or want to see the page where tickets basics are there. I am not able to go that page and RT doesn't seem too returned with that page and goes in unending loop of query firing and also I get the query which I posted to you which is not firing as per your suggestion. So can you can help me in how to fix this problem I am not been able to find any solution for it. Any help is highly appreciated. I'm sorry but that is something that changed in RT and I'm not able to help you there. Basically what I wrote to rt-devel is that probably there is a mix up in column names and the query should read: SELECT main.* FROM Attributes main WHERE (main.OBJECTID = '221') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') instead of: SELECT main.* FROM Attributes main WHERE (main.Content = '221') AND (main.Name = 'BasedOn') Regards, Joop AND (main.ObjectType = 'RT::CustomField') -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Nov 4 05:14:34 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 4 Nov 2009 11:14:34 +0100 Subject: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System In-Reply-To: <20091103141739.GI13819@bestpractical.com> References: <83436142B1652443AD231375C735F850C7DFAD@exch01roc.darfibernt.local> <16426EA38D57E74CB1DE5A6AE1DB03940264C1A3@w3hamboex11.ger.win.int.kn> <20091102170954.GP21065@bestpractical.com> <16426EA38D57E74CB1DE5A6AE1DB03940264C29B@w3hamboex11.ger.win.int.kn> <20091103141739.GI13819@bestpractical.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940264C402@w3hamboex11.ger.win.int.kn> It's from cron: 0 8 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg " Queue = 'QueueName' AND ( Status = 'delivered' OR Status = 'waiting' ) AND 'CF.{Update Required}' LIKE 'No' AND Starts < 'Today'" --action RT::Action::AutoResolve I'm not 100% sure anymore where the Action::AutoResolve comes from (found it at our local/lib/ dir) but i think i got it from wiki: package RT::Action::AutoResolve; require RT::Action::Generic; use strict; use vars qw/@ISA/; @ISA=qw(RT::Action::Generic); #Do what we need to do and send it out. #What does this type of Action does # {{{ sub Describe sub Describe { my $self = shift; return (ref $self ); } # }}} # {{{ sub Prepare sub Prepare { my $self = shift; # if the ticket is already open or the ticket is new and the message is more mail from the # requestor, don't reopen it. my $status = $self->TicketObj->Status; return undef if $status eq 'resolved'; return 1; } # }}} sub Commit { my $self = shift; my $oldstatus = $self->TicketObj->Status(); $self->TicketObj->__Set( Field => 'Status', Value => 'resolved' ); $self->TicketObj->_NewTransaction( Type => 'Status', Field => 'Status', OldValue => $oldstatus, NewValue => 'resolved', Data => 'Ticket auto-resolved on cron script action' ); return(1); } eval "require RT::Action::AutoResolve_Vendor"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/AutoResolve_Vendor.pm}); eval "require RT::Action::AutoResolve_Local"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/AutoResolve_Local.pm}); 1; Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: Jesse Vincent [mailto:jesse at bestpractical.com] Gesendet: Dienstag, 3. November 2009 15:18 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: Jesse Vincent; rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System On Tue, Nov 03, 2009 at 12:07:49PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > I'd love to do this, drop me a tiny hint where to start from ;-) > First up, what scrip is doing the resolving? What's the ScripAction? From aled.treharne at gmail.com Wed Nov 4 06:06:27 2009 From: aled.treharne at gmail.com (Aled Treharne) Date: Wed, 4 Nov 2009 11:06:27 +0000 Subject: [rt-users] Per-queue web branding Message-ID: <53fb89de0911040306x3f86275asab4b80a327ce9f5d@mail.gmail.com> Hi folks, I couldn't find an answer to this anywhere, apologies if my google-fu is failing me, but is it possible to set up the web interface to brand queues differently? I have a scenario where I want to run a version of RT, but since I'm contracting for a number of clients, it would be useful to offer each group of customers the appropriate client brand. I suppose it's almost a hosted solution. This is only for the customer view - the "internal" view onto the system doesn't need to be branded. Although I could set up several instances of RT, I'd like to be able to have one "view" onto all the tickets for the engineers. Thanks, Aled. From machiel.richards at gmail.com Wed Nov 4 06:43:58 2009 From: machiel.richards at gmail.com (machiel.richards) Date: Wed, 4 Nov 2009 13:43:58 +0200 Subject: [rt-users] forced entries Message-ID: <4af168ec.170d660a.2409.ffffd5de@mx.google.com> Hi All We are currently running RT version 3.8.5. We have a problem where users logging requests leave certain fields blank which is in fact required. Looking at the db (MySQL) the fields are set to "not null" however the software seem to add a blank space if a field is not completed with an entry. Is there perhaps a config that can be changed for this or a patch perhaps? Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From varun.vyas at elitecore.com Wed Nov 4 07:23:22 2009 From: varun.vyas at elitecore.com (Varun) Date: Wed, 4 Nov 2009 17:53:22 +0530 Subject: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 In-Reply-To: <4AF12DCB.20707@mococo.nl> References: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> <4AEFE15D.2070503@mococo.nl> <4AF12DCB.20707@mococo.nl> Message-ID: Hello Joop Well its okay . But still thanks a ton for guiding me for this. I was just thinking that I might have not been upgraded database correctly. But thanks for letting me know about real problem. Regards Varun Vyas _____ From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: Wednesday, November 04, 2009 1:01 PM To: Varun Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 Varun wrote: Hello Joop As per your guessing you are right I am facing problem of corruption in sql query when I upgraded from 3.6.3 to 3.8.6 application is working fine but when I want to look at page where custom fields are or want to see the page where tickets basics are there. I am not able to go that page and RT doesn't seem too returned with that page and goes in unending loop of query firing and also I get the query which I posted to you which is not firing as per your suggestion. So can you can help me in how to fix this problem I am not been able to find any solution for it. Any help is highly appreciated. I'm sorry but that is something that changed in RT and I'm not able to help you there. Basically what I wrote to rt-devel is that probably there is a mix up in column names and the query should read: SELECT main.* FROM Attributes main WHERE (main.OBJECTID = '221') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') instead of: SELECT main.* FROM Attributes main WHERE (main.Content = '221') AND (main.Name = 'BasedOn') Regards, Joop AND (main.ObjectType = 'RT::CustomField') -------------- next part -------------- An HTML attachment was scrubbed... URL: From sergiocharpinel at gmail.com Wed Nov 4 07:32:06 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Wed, 4 Nov 2009 10:32:06 -0200 Subject: [rt-users] Scrips and Graphics In-Reply-To: <4AF0853E.8030008@lbl.gov> References: <4AF0853E.8030008@lbl.gov> Message-ID: Thanks for your reply guys, Jerrad, which book do you mean? About the graphics, when I go to the reports page, and make a report, it says: Graphics are not available. How can I enable them? 2009/11/3 Ken Crocker > Sergio, > > Just Disable the Global scrip and create the autoreply on create in that > particular queue. > > Kenn > LBNL > > > On 11/3/2009 10:12 AM, Sergio Charpinel Jr. wrote: > > Hi, > > I have two questions: > > The first one, I would like to not send e-mail to the requestor, but just > in a specific queue. Can I do this ? I couldnt remove the scrip from the > specific queue. > > Second, How can I enable graphics in my RT ? > > > Thanks in advance. > > -- > Sergio Roberto Charpinel Jr. > > ------------------------------ > > _______________________________________________http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Nov 4 07:40:10 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 4 Nov 2009 13:40:10 +0100 Subject: [rt-users] Per-queue web branding In-Reply-To: <53fb89de0911040306x3f86275asab4b80a327ce9f5d@mail.gmail.com> References: <53fb89de0911040306x3f86275asab4b80a327ce9f5d@mail.gmail.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940264C462@w3hamboex11.ger.win.int.kn> Hi Aled, possibly you should have a look onto RTx-BrandedQueues from BPS SVN Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Aled Treharne Gesendet: Mittwoch, 4. November 2009 12:06 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Per-queue web branding Hi folks, I couldn't find an answer to this anywhere, apologies if my google-fu is failing me, but is it possible to set up the web interface to brand queues differently? I have a scenario where I want to run a version of RT, but since I'm contracting for a number of clients, it would be useful to offer each group of customers the appropriate client brand. I suppose it's almost a hosted solution. This is only for the customer view - the "internal" view onto the system doesn't need to be branded. Although I could set up several instances of RT, I'd like to be able to have one "view" onto all the tickets for the engineers. Thanks, Aled. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at googlemail.com Wed Nov 4 07:49:52 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 4 Nov 2009 13:49:52 +0100 Subject: [rt-users] Problem with approval queues and tickets In-Reply-To: <87484e80ad907c4511a10c467cfd977cd0d51939@localhost> References: <87484e80ad907c4511a10c467cfd977cd0d51939@localhost> Message-ID: Hi Simon, not sure if you fixed your problem already, but i think, the normal approval tickets you can't find directly inside the approval queue, they are of type: approval and not of type ticket. you can open them via ticket number or approval screen. Torsten 2009/11/3 Simon Dray > RT 3.6.x > > Centos OS > > > > Documentation referred to wiki ApprovalCreation and RT Essentials Book > > > > I have tried several options for the Queue (___Approvals) and my own queue, > everything works as far as the ticket gets created, the approval ticket is > created as well the only problem is it doesn?t show in the Queue, I can see > the ticket which is referred to by it but not the approval ticket, when the > approval ticket is opened the queue box says it?s in the correct queue. The > process behind it works if I resolve the ticket the confirmation emails are > sent etc, it?s just I can?t see the approval ticket. > > > > Someone please save my sanity I have spent the last 4 hours looking at > this. > > > > Regards Simon > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jprivard at iweb.com Wed Nov 4 07:55:39 2009 From: jprivard at iweb.com (Jean-Philippe Rivard) Date: Wed, 04 Nov 2009 07:55:39 -0500 Subject: [rt-users] Possible problem with function AddWatcher Message-ID: <4AF179CB.30704@iweb.com> Hello, I am currently having a strange problem with RT 3.8.2 I have a CGI script which connects to RT, in order to build a bridge between our current's system in PHP and RT. One of the script has the job to change the requestor of the Ticket (if we need to update the email of one of our customer, we can do it to one place only). Basically, the CGI script removes the Requestor of the watcher's list ($Ticket-?>DeleteWatcher('Type' => 'Requestor', 'Email'=> 'blabla at bla.com'); And then it tries to add the newest value $Ticket->AddWatcher('Type' => 'Requestor', 'Email' => 'blabla2 at bla.com'); My problem is, if the newest email (in my exemple blabla2 at bla.com) is already registered in the RT user's database, it won't make the association, however it will return a positive reply. And it adds these lines in the RT's History : Fri Sep 18 12:44:57 2009 RT_System - Requestor blabla2 at bla.com deleted Fri Sep 18 12:44:57 2009 RT_System - Requestor blabla2 at bla.com added And everytime we execute the script, it will try to update the information again, fail and add the two lines in the RT's history. I tried a new email address (blabla3 at bla.com) which wasn't in the User's DB and it worked flawlessly. Anyone has any idea ? Thanks Jean-Philippe From a.piaser at oieau.fr Wed Nov 4 08:12:34 2009 From: a.piaser at oieau.fr (Alexandre PIASER) Date: Wed, 4 Nov 2009 14:12:34 +0100 Subject: [rt-users] new status In-Reply-To: <4AE589E6.5020406@uwaterloo.ca> References: <4AE571AB.6070504@oieau.fr> Message-ID: <4AF17DC2.7090501@oieau.fr> Thanks a lot. It works fine now. Alex Jeff Voskamp a ?crit : > On 10/26/2009 05:53 AM, Alexandre PIASER wrote: >> Hello, >> >> I added a new status "validation_RS" . >> I added this line in my RT_SiteConfig.pm : Set(@ActiveStatus, qw(new >> open validation_RS stalled)); >> >> It works : I see it on rt but I can't use it. >> When I try to change the ticket's status with this status, RT >> doesn't want : it tells me "Bad value for status". >> Don't i forget to do something ? >> >> Thanks, >> >> > It's too long - a status name is limited to 10 characters. > > Jeff Voskamp > From nimbius at SDF.LONESTAR.ORG Wed Nov 4 08:07:15 2009 From: nimbius at SDF.LONESTAR.ORG (John Roman) Date: Wed, 4 Nov 2009 13:07:15 +0000 (UTC) Subject: [rt-users] one time CC and BCC do not send Message-ID: Greetings, users added in one time BCC and CC do not receive email. do these fields have to be email addresses that exist in the realm of RT? or can they be arbitrary? how should i go about providing some more debug information to trace down where this problem is coming from? im using sendmailpipe to deliver email. nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From Simon.Dray at antplc.com Wed Nov 4 08:31:28 2009 From: Simon.Dray at antplc.com (Simon Dray) Date: Wed, 4 Nov 2009 13:31:28 +0000 Subject: [rt-users] Problem with Custom fields not retaining the setting Message-ID: RT 3.6.x Hi, I have a number of Customer fields which help track the status and other details of a ticket, when I use Customer fields or Basic to make changes the rest of the Customer fields get set back to their default state which is very very irritating does anyone know of a fix for this. This seems to occur more so with the Custom fields option in the ticket than the Basic although both do forget what was set in each custom field. Any help would be appreciated as I have support people moaning at me about it. Regards Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Nov 4 08:46:44 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 4 Nov 2009 07:46:44 -0600 Subject: [rt-users] Cookies Problem with RT 3.8.5 In-Reply-To: <729E81A6A9474704B6824427FD64CFCD@elitecore.com> References: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> <4AEFE15D.2070503@mococo.nl> <4AF12DCB.20707@mococo.nl> <729E81A6A9474704B6824427FD64CFCD@elitecore.com> Message-ID: <20091104134644.GB10895@it.is.rice.edu> On Wed, Nov 04, 2009 at 03:19:44PM +0530, Varun wrote: > Hello All > > > > Yesterday I have upgraded from 3.6.3 to 3.8.5 all has works well. But I m > facing a strange problem for e.g. I have logged with root user and all > operations works fine but when I logged in with other user after logging out > I has got window and all queues which "root user has access". I have checked > credentials of the other user but It was a normal user with no admin > privileges. But still I was able to look in the queues that only admin can > see. Once I have cleared the cache cookies form browser then my normal > user's home page was fine and I can able to see the queue which that user is > supposed to see. But again when I logged in with admin user I was seeing the > queue of my previous user and not been able to see the admin queues. I am > facing this problem with my new installation (i.e. upgradation from 3.6.3 to > 3.8.5 ) I have checked all stuffs with my browser but it is fine and also I > have no problem in switching users and I was able to see the home pages of > relevant users when I have used my beta machine having RT 3.6.3 installed > > > > Please can any one suggest me what is problem with my installation . > > > > Thanks & Regards > > Varun Vyas > Hi Varun, This sounds very similar to a recent thread. In that case the problem was caused by an Apache mod_cache module caching cookies incorrectly. I know they were working on an application change to address the problem, but disabling the mod_cache module fixed it immediately. It might be worth a look. Regards, Ken From jpierce at cambridgeenergyalliance.org Wed Nov 4 09:59:54 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 4 Nov 2009 09:59:54 -0500 Subject: [rt-users] Problem with Custom fields not retaining the setting In-Reply-To: References: Message-ID: Sounds like a cacheing problem. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Wed Nov 4 10:04:13 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 4 Nov 2009 10:04:13 -0500 Subject: [rt-users] Scrips and Graphics In-Reply-To: References: <4AF0853E.8030008@lbl.gov> Message-ID: > Jerrad, which book do you mean? RT Essentials. It's mentioned in the signature of every list message. > > About the graphics, when I go to the reports page, and? make a report, it > says: Graphics are not available. > How can I enable them? Rebuild RT, satisfying the requisite dependencies e.g; GD & GraphViz Charts or graphs would be clearer than "graphics" From zhelonkin.roman at gmail.com Wed Nov 4 10:04:25 2009 From: zhelonkin.roman at gmail.com (Roman Zhelonkin) Date: Wed, 4 Nov 2009 16:04:25 +0100 Subject: [rt-users] Comma in the RealName field. Message-ID: <4934031c0911040704j78e6c683pd7bee4669c39ab95@mail.gmail.com> Hi, I am trying to customise Sender field of the message header by using templates. I am using the following object to get the Real Name value: {$Transaction->CreatorObj->RealName} The value contains comma, like this: Surname, FirstName But in fact I only get the first part of this value. The surname. If I remove the comma from the Real Name field (on user config page) the value is retuned back correctly. Could somebody suggest the best way to get the value of RealName which contains comma. Any advice would be much appreciated. Best regards, Roman. From wtopping at sigma-micro.com Wed Nov 4 11:42:24 2009 From: wtopping at sigma-micro.com (Wes Topping) Date: Wed, 4 Nov 2009 11:42:24 -0500 Subject: [rt-users] Approval Tickets and e-mail Message-ID: <63D29FCECF7A604B844A77E800FB6250084509D1@smtssves.sigma-micro.com> I have the approval process working. Here is my template that creates the 2 approval tickets in the __Approvals Queue. ===Create-Ticket: manager-approval Depended-On-By: TOP Subject: Approval of { $Tickets{'TOP'}->Subject( ) } Queue: ___Approvals Type: approval Owner: manager at company.com Content: Please review and approve or reject this change. ENDOFCONTENT ===Create-Ticket: vp-approval Depended-On-By: TOP Depends-On: manager-approval Subject: Approval of { $Tickets{'TOP'}->Subject( ) } Queue: ___Approvals Type: approval Owner: director at company.com Content: Please review and approve or reject this change. ENDOFCONTENT The only problem I have is that the notify e-mail that this sends out does not have anyone in the from field. From: Sent: Wednesday, November 04, 2009 9:33 AM To: Wes Topping Subject: [helpdesk #43] New Pending Approval: Approval of Allow access to production website data for SGI Greetings, There is a new item pending your approval: "Approval of Allow access to production website data for SGI", a summary of which appears below. Please visit http://helpdesk/Approvals/Display.html?id=43 to approve or reject this ticket, or http://helpdesk/Approvals/ to batch-process all your pending approvals. ------------------------------------------------------------------------ - Please review and approve or reject this change. Wes Topping Director of Enterprise Technology 317.713.8687 317.631.6585 fax wtopping at sigma-micro.com www.sigma-micro.com Sigma Micro LLC, 6720 Parkdale Place, Indianapolis, IN 46254 Confidentiality Notice -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 189 bytes Desc: image001.gif URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.gif Type: image/gif Size: 3552 bytes Desc: image002.gif URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.gif Type: image/gif Size: 2514 bytes Desc: image003.gif URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.gif Type: image/gif Size: 185 bytes Desc: image004.gif URL: From kfcrocker at lbl.gov Wed Nov 4 12:33:21 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 04 Nov 2009 09:33:21 -0800 Subject: [rt-users] one time CC and BCC do not send In-Reply-To: References: Message-ID: <4AF1BAE1.90602@lbl.gov> John, Do you have a scrip for "Notify Others" for that Queue? Kenn LBNL On 11/4/2009 5:07 AM, John Roman wrote: > Greetings, > > users added in one time BCC and CC do not receive email. do these fields > have to be email addresses that exist in the realm of RT? or can they be > arbitrary? how should i go about providing some more debug information to > trace down where this problem is coming from? > > im using sendmailpipe to deliver email. > > > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From kfcrocker at lbl.gov Wed Nov 4 12:35:01 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 04 Nov 2009 09:35:01 -0800 Subject: [rt-users] Problem with Custom fields not retaining the setting In-Reply-To: References: Message-ID: <4AF1BB45.7060609@lbl.gov> Simnon, What stage are you using. "Transaction Create" or "Transaction Batch". "Batch" is what you need to use. Kenn LBNL On 11/4/2009 5:31 AM, Simon Dray wrote: > > RT 3.6.x > > > > Hi, > > > > I have a number of Customer fields which help track the status and > other details of a ticket, when I use Customer fields or Basic to make > changes the rest of the Customer fields get set back to their default > state which is very very irritating does anyone know of a fix for > this. This seems to occur more so with the Custom fields option in the > ticket than the Basic although both do forget what was set in each > custom field. > > > > Any help would be appreciated as I have support people moaning at me > about it. > > > > > > Regards Simon > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From nimbius at SDF.LONESTAR.ORG Wed Nov 4 14:08:21 2009 From: nimbius at SDF.LONESTAR.ORG (John Roman) Date: Wed, 4 Nov 2009 19:08:21 +0000 (UTC) Subject: [rt-users] one time CC and BCC do not send In-Reply-To: <4AF1BAE1.90602@lbl.gov> References: <4AF1BAE1.90602@lbl.gov> Message-ID: that fixed it. thank you. On Wed, 4 Nov 2009, Ken Crocker wrote: > Date: Wed, 04 Nov 2009 09:33:21 -0800 > From: Ken Crocker > To: John Roman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] one time CC and BCC do not send > > John, > > Do you have a scrip for "Notify Others" for that Queue? > > Kenn > LBNL > > On 11/4/2009 5:07 AM, John Roman wrote: >> Greetings, >> >> users added in one time BCC and CC do not receive email. do these fields >> have to be email addresses that exist in the realm of RT? or can they be >> arbitrary? how should i go about providing some more debug information to >> trace down where this problem is coming from? >> >> im using sendmailpipe to deliver email. >> >> >> >> nimbius at sdf.lonestar.org >> SDF Public Access UNIX System - http://sdf.lonestar.org >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >> copy at http://rtbook.bestpractical.com >> >> nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From jesse at bestpractical.com Wed Nov 4 14:20:17 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Nov 2009 14:20:17 -0500 Subject: [rt-users] rt2tort3 import errors In-Reply-To: <20091103181258.GM3647@gunboat-diplomat.oucs.ox.ac.uk> References: <20091103162426.GK3647@gunboat-diplomat.oucs.ox.ac.uk> <20091103163017.GW13819@bestpractical.com> <20091103181258.GM3647@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091104192017.GQ13819@bestpractical.com> On Tue, Nov 03, 2009 at 06:12:58PM +0000, Dominic Hargreaves wrote: > On Tue, Nov 03, 2009 at 11:30:17AM -0500, Jesse Vincent wrote: > > > I'm completely failing to make any sense of the error here: > > > > > > Couldn't set EffectiveId: That is already the current value > > > > Next step, I think, is to get RT to log stack traces for errors: > > > > http://wiki.bestpractical.com/view/LogsConfig has instructions. > > With that, we may have a better idea of what's going wrong. > > *nod* > > Here's the same error again with stack traces turned on: This is, indeed, a bit weird. The next step is likely instrumenting around line 500 of Ticket_Overlay.pm -j From jesse at bestpractical.com Wed Nov 4 14:23:22 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Nov 2009 14:23:22 -0500 Subject: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940264C402@w3hamboex11.ger.win.int.kn> References: <83436142B1652443AD231375C735F850C7DFAD@exch01roc.darfibernt.local> <16426EA38D57E74CB1DE5A6AE1DB03940264C1A3@w3hamboex11.ger.win.int.kn> <20091102170954.GP21065@bestpractical.com> <16426EA38D57E74CB1DE5A6AE1DB03940264C29B@w3hamboex11.ger.win.int.kn> <20091103141739.GI13819@bestpractical.com> <16426EA38D57E74CB1DE5A6AE1DB03940264C402@w3hamboex11.ger.win.int.kn> Message-ID: <20091104192322.GS13819@bestpractical.com> On Wed, Nov 04, 2009 at 11:14:34AM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > It's from cron: > > 0 8 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg " Queue = 'QueueName' AND ( Status = 'delivered' OR Status = 'waiting' ) AND 'CF.{Update Required}' LIKE 'No' AND Starts < 'Today'" --action RT::Action::AutoResolve > > I'm not 100% sure anymore where the Action::AutoResolve comes from (found it at our local/lib/ dir) but i think i got it from wiki: Ah. well, it would need to also set the resolved date, as it's using an internal API to change the status and record a transaction. > > package RT::Action::AutoResolve; > require RT::Action::Generic; > > use strict; > use vars qw/@ISA/; > @ISA=qw(RT::Action::Generic); > > #Do what we need to do and send it out. > > #What does this type of Action does > > # {{{ sub Describe > sub Describe { > my $self = shift; > return (ref $self ); > } > # }}} > > > # {{{ sub Prepare > sub Prepare { > my $self = shift; > > # if the ticket is already open or the ticket is new and the message is more mail from the > # requestor, don't reopen it. > > my $status = $self->TicketObj->Status; > return undef if $status eq 'resolved'; > > return 1; > } > # }}} > > sub Commit { > my $self = shift; > my $oldstatus = $self->TicketObj->Status(); > $self->TicketObj->__Set( Field => 'Status', Value => 'resolved' ); > $self->TicketObj->_NewTransaction( > Type => 'Status', > Field => 'Status', > OldValue => $oldstatus, > NewValue => 'resolved', > Data => 'Ticket auto-resolved on cron script action' > ); > > > return(1); > } > > eval "require RT::Action::AutoResolve_Vendor"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/AutoResolve_Vendor.pm}); > eval "require RT::Action::AutoResolve_Local"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/AutoResolve_Local.pm}); > > 1; > > > Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne > > > > -----Urspruengliche Nachricht----- > Von: Jesse Vincent [mailto:jesse at bestpractical.com] > Gesendet: Dienstag, 3. November 2009 15:18 > An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID > Cc: Jesse Vincent; rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System > > > > > On Tue, Nov 03, 2009 at 12:07:49PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > > I'd love to do this, drop me a tiny hint where to start from ;-) > > > > First up, what scrip is doing the resolving? What's the ScripAction? > -- From zhelonkin.roman at gmail.com Wed Nov 4 19:27:01 2009 From: zhelonkin.roman at gmail.com (Roman Zhelonkin) Date: Thu, 5 Nov 2009 01:27:01 +0100 Subject: [rt-users] Comma in the RealName field. In-Reply-To: <4934031c0911040704j78e6c683pd7bee4669c39ab95@mail.gmail.com> References: <4934031c0911040704j78e6c683pd7bee4669c39ab95@mail.gmail.com> Message-ID: <4934031c0911041627k746c27a4i6696490ecca568fd@mail.gmail.com> Fixed, by taking the $Transaction->CreatorObj->RealName in to double quotes like this: {"\"" . $Transaction->CreatorObj->RealName . "\""} On Wed, Nov 4, 2009 at 4:04 PM, Roman Zhelonkin wrote: > Hi, > > I am trying to customise Sender field of the message header by using > templates. I am using the following object to get the Real Name value: > > {$Transaction->CreatorObj->RealName} > > The value contains comma, like this: > > Surname, FirstName > > But in fact I only get the first part of this value. The surname. If I > remove the comma from the Real Name field (on user config page) the > value is retuned back correctly. > > > Could somebody suggest the best way to get the value of RealName which > contains comma. > > > Any advice would be much appreciated. > > > Best regards, Roman. > -- ----------------------------- Best regards, Roman From mahini at apple.com Wed Nov 4 21:39:44 2009 From: mahini at apple.com (Behzad Mahini) Date: Wed, 4 Nov 2009 18:39:44 -0800 Subject: [rt-users] Mason Cannot resolve file to component Message-ID: I have already installed RT 3.8.4 , and it works fine (on a test server). However, in the process of installing RT 3.8.4 on a new server (production), RT's UI fails to launch (404 Not Found). I am getting the following error message in my Apache error_log file (my Prod server): "[warning]: [Mason] Cannot resolve file to component: /ngs/app/rt/ oppresso/rt-3.8.4/share/html/index.html (is file outside component root?) at /Library/Perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/ Library/Perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)" I have exhausted all possibilities of finding any differences in between the 2 servers, by comparing the config settings in between the 2 servers (i.e., httpd.conf, Rt_SiteConfig.pm), and they are identical. I would appreciate any help. My settings are as follows: Mac OSX 10.5.8 RT 3.8.4 httpd-2.2.13 mod_perl-2.04 mysql-5.1.40 (<== on my Prod. server; and 5.1.37 on my Test server) My httpd.conf attributes that are relevant to both the 2 servers (and are similar): ServerName <> DocumentRoot "/ngs/app/rt/oppresso/rt-3.8.4/share/html/" Alias /NoAuth/images/ /ngs/app/rt/oppresso/rt-3.8.4/share/ html/NoAuth/images/ PerlModule Apache::DBI PerlModule Apache2::compat PerlSetVar MasonArgsMethod CGI PerlRequire /ngs/app/rt/oppresso/rt-3.8.4/bin/webmux.pl AllowOverride All Options Indexes ExecCGI FollowsymLinks Order allow,deny Allow from all RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Additionally, Apache's error_log for both the 2 servers indicate that Mod_perl 2.0.4 is being used. Thanks, Behzad From varun.vyas at elitecore.com Thu Nov 5 00:14:54 2009 From: varun.vyas at elitecore.com (Varun) Date: Thu, 5 Nov 2009 10:44:54 +0530 Subject: [rt-users] Cookies Problem with RT 3.8.5 In-Reply-To: <20091104134644.GB10895@it.is.rice.edu> References: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> <4AEFE15D.2070503@mococo.nl> <4AF12DCB.20707@mococo.nl> <729E81A6A9474704B6824427FD64CFCD@elitecore.com> <20091104134644.GB10895@it.is.rice.edu> Message-ID: <0E46DBA497B54EF88483746C7CA2B0BB@elitecore.com> Hello Ken Thanks for your suggestion. But in my apache I don't have mod_cache module enabled. It is not there in my DSO libraries also. Any other ideas ?? Thanks Varun -----Original Message----- From: Kenneth Marshall [mailto:ktm at rice.edu] Sent: Wednesday, November 04, 2009 7:17 PM To: Varun Cc: 'Joop'; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Cookies Problem with RT 3.8.5 On Wed, Nov 04, 2009 at 03:19:44PM +0530, Varun wrote: > Hello All > > > > Yesterday I have upgraded from 3.6.3 to 3.8.5 all has works well. But I m > facing a strange problem for e.g. I have logged with root user and all > operations works fine but when I logged in with other user after logging out > I has got window and all queues which "root user has access". I have checked > credentials of the other user but It was a normal user with no admin > privileges. But still I was able to look in the queues that only admin can > see. Once I have cleared the cache cookies form browser then my normal > user's home page was fine and I can able to see the queue which that user is > supposed to see. But again when I logged in with admin user I was seeing the > queue of my previous user and not been able to see the admin queues. I am > facing this problem with my new installation (i.e. upgradation from 3.6.3 to > 3.8.5 ) I have checked all stuffs with my browser but it is fine and also I > have no problem in switching users and I was able to see the home pages of > relevant users when I have used my beta machine having RT 3.6.3 installed > > > > Please can any one suggest me what is problem with my installation . > > > > Thanks & Regards > > Varun Vyas > Hi Varun, This sounds very similar to a recent thread. In that case the problem was caused by an Apache mod_cache module caching cookies incorrectly. I know they were working on an application change to address the problem, but disabling the mod_cache module fixed it immediately. It might be worth a look. Regards, Ken From aled.treharne at gmail.com Thu Nov 5 06:06:42 2009 From: aled.treharne at gmail.com (Aled Treharne) Date: Thu, 5 Nov 2009 11:06:42 +0000 Subject: [rt-users] Per-queue web branding In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940264C462@w3hamboex11.ger.win.int.kn> References: <53fb89de0911040306x3f86275asab4b80a327ce9f5d@mail.gmail.com> <16426EA38D57E74CB1DE5A6AE1DB03940264C462@w3hamboex11.ger.win.int.kn> Message-ID: <53fb89de0911050306q4e4c855dp26fd58649a55056e@mail.gmail.com> 2009/11/4 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID : > Hi Aled, > > possibly you should have a look onto RTx-BrandedQueues from BPS SVN (apologies for duplicate email, reply-to all is your friend) Hi Torsten, Is that the same module as http://search.cpan.org/dist/RT-Extension-BrandedQueues/? If so, that looks great for email, but doesn't seem to help with the web interface. Ta, Aled. From aled.treharne at gmail.com Thu Nov 5 06:09:06 2009 From: aled.treharne at gmail.com (Aled Treharne) Date: Thu, 5 Nov 2009 11:09:06 +0000 Subject: [rt-users] Per-queue web branding In-Reply-To: <53fb89de0911040306x3f86275asab4b80a327ce9f5d@mail.gmail.com> References: <53fb89de0911040306x3f86275asab4b80a327ce9f5d@mail.gmail.com> Message-ID: <53fb89de0911050309uce7938qcf960af792f38428@mail.gmail.com> 2009/11/4 Aled Treharne : > Hi folks, > > I couldn't find an answer to this anywhere, apologies if my google-fu > is failing me, but is it possible to set up the web interface to brand > queues differently? > > I have a scenario where I want to run a version of RT, but since I'm > contracting for a number of clients, it would be useful to offer each > group of customers the appropriate client brand. I suppose it's almost > a hosted solution. > > This is only for the customer view - the "internal" view onto the > system doesn't need to be branded. Although I could set up several > instances of RT, I'd like to be able to have one "view" onto all the > tickets for the engineers. So having thought about this a bit more, is it possible to set it up so that users accessing the RT web interface via a specific apache vhost only see a single queue? I'm trying to get a customer view of many different support systems, but only having one system in the back end. Cheers, Aled. From johndchapman at hotmail.com Thu Nov 5 06:54:56 2009 From: johndchapman at hotmail.com (John David Chapman) Date: Thu, 5 Nov 2009 03:54:56 -0800 (PST) Subject: [rt-users] Anyway to make comments "internal"? Message-ID: <26211997.post@talk.nabble.com> Hi, I have given my customer rights to see a queue and see comments: Config > Queues > (select queue) > User Rights (then under the user you require, select ?see queue?, ?ShowTicketComments?, and ?see ticket?) However, Is there any way I can make certain (not all!) comments internal? So that my staff (NOT my customer) may only see them? Thanks -- View this message in context: http://old.nabble.com/Anyway-to-make-comments-%22internal%22--tp26211997p26211997.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From torsten.brumm at googlemail.com Thu Nov 5 07:00:48 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 5 Nov 2009 13:00:48 +0100 Subject: [rt-users] Per-queue web branding In-Reply-To: <53fb89de0911050309uce7938qcf960af792f38428@mail.gmail.com> References: <53fb89de0911040306x3f86275asab4b80a327ce9f5d@mail.gmail.com> <53fb89de0911050309uce7938qcf960af792f38428@mail.gmail.com> Message-ID: Hi Aled, i think setting up a vhost for a single queue is not the best way. with rt and special with all the possible options to enhance RT you can do almost all you need. you can create a special page as example for each customer and to show them only a single queue, you can handle this easy with RT Rights system. I think a good starting point for this is the RT Wiki. Torsten 2009/11/5 Aled Treharne > 2009/11/4 Aled Treharne : > > Hi folks, > > > > I couldn't find an answer to this anywhere, apologies if my google-fu > > is failing me, but is it possible to set up the web interface to brand > > queues differently? > > > > I have a scenario where I want to run a version of RT, but since I'm > > contracting for a number of clients, it would be useful to offer each > > group of customers the appropriate client brand. I suppose it's almost > > a hosted solution. > > > > This is only for the customer view - the "internal" view onto the > > system doesn't need to be branded. Although I could set up several > > instances of RT, I'd like to be able to have one "view" onto all the > > tickets for the engineers. > > So having thought about this a bit more, is it possible to set it up > so that users accessing the RT web interface via a specific apache > vhost only see a single queue? > > I'm trying to get a customer view of many different support systems, > but only having one system in the back end. > > Cheers, > Aled. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Thu Nov 5 07:03:33 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 5 Nov 2009 13:03:33 +0100 Subject: [rt-users] Anyway to make comments "internal"? In-Reply-To: <26211997.post@talk.nabble.com> References: <26211997.post@talk.nabble.com> Message-ID: Hi John, i don't think that this is possible to only have internal comments. why not do it in this way: Communication Customer with internal only via replys Internal communication only with comments No rights to see and enter comments to customers! We use it this way and it works nice! torsten 2009/11/5 John David Chapman > > Hi, > > I have given my customer rights to see a queue and see comments: Config > > Queues > (select queue) > User Rights (then under the user you require, > select ?see queue?, ?ShowTicketComments?, and ?see ticket?) > > However, Is there any way I can make certain (not all!) comments internal? > So that my staff (NOT my customer) may only see them? > > Thanks > -- > View this message in context: > http://old.nabble.com/Anyway-to-make-comments-%22internal%22--tp26211997p26211997.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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.peachey at jennic.com Thu Nov 5 07:02:15 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 05 Nov 2009 12:02:15 +0000 Subject: [rt-users] Anyway to make comments "internal"? In-Reply-To: <26211997.post@talk.nabble.com> References: <26211997.post@talk.nabble.com> Message-ID: <4AF2BEC7.80306@jennic.com> John David Chapman wrote: > Hi, > > I have given my customer rights to see a queue and see comments: Config > > Queues > (select queue) > User Rights (then under the user you require, > select ?see queue?, ?ShowTicketComments?, and ?see ticket?) > > However, Is there any way I can make certain (not all!) comments internal? > So that my staff (NOT my customer) may only see them? This is the purpose of Correspondence (Reply) vs. Comments. Do not give the customer access to comments, only to correspondence. Comments are then free for internal use while not exposed to the customer. Communication with the customer is done with correspondence. -- 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 johndchapman at hotmail.com Thu Nov 5 07:56:33 2009 From: johndchapman at hotmail.com (John David Chapman) Date: Thu, 5 Nov 2009 04:56:33 -0800 (PST) Subject: [rt-users] Anyway to make comments "internal"? In-Reply-To: <26211997.post@talk.nabble.com> References: <26211997.post@talk.nabble.com> Message-ID: <26213646.post@talk.nabble.com> Hi, thanks Torsten and Mike, good stuff. I see that corrospondance not only sends an email to customer, but also shows up in the gui. Perfect. One question though - when I send a corrospondance (i.e comment with reply to requester), it send the customer 2 identical emails. Any ideas what could be causing this? Thanks John John David Chapman wrote: > > Hi, > > I have given my customer rights to see a queue and see comments: Config > > Queues > (select queue) > User Rights (then under the user you require, > select ?see queue?, ?ShowTicketComments?, and ?see ticket?) > > However, Is there any way I can make certain (not all!) comments internal? > So that my staff (NOT my customer) may only see them? > > Thanks > -- View this message in context: http://old.nabble.com/Anyway-to-make-comments-%22internal%22--tp26211997p26213646.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aled.treharne at gmail.com Thu Nov 5 08:08:27 2009 From: aled.treharne at gmail.com (Aled Treharne) Date: Thu, 5 Nov 2009 13:08:27 +0000 Subject: [rt-users] Per-queue web branding In-Reply-To: References: <53fb89de0911040306x3f86275asab4b80a327ce9f5d@mail.gmail.com> <53fb89de0911050309uce7938qcf960af792f38428@mail.gmail.com> Message-ID: <53fb89de0911050508p36539983haeef7600b83272e2@mail.gmail.com> 2009/11/5 Torsten Brumm : > Hi Aled, > i think setting up a vhost for a single queue is not the best way. with rt > and special with all the possible options to enhance RT you can do almost > all you need. you can create a special page as example for each customer and > to show them only a single queue, you can handle this easy with RT Rights > system. Hi Torsten, Thanks for the reply. I'm going through a whole bunch of documents in the wiki now. I'm still not 100% sure that what I've seen so far will resolve my problem though - the mean reason being that I will need to style each client's RT differently - so if a user of client A logs in, he sees a different logo/colour scheme to that of a user of client B. I can see lots of useful things here for limiting the viewing of queues, creating custom dashboards, etc, but I'm not sure if I can style like that. Also, it's possible that a user would be a customer of both client A and client B but that user should not know that their support portals are both being run by the same third party (us) if you see what I mean. Thanks, Aled. > I think a good starting point for this is the RT Wiki. From mike.peachey at jennic.com Thu Nov 5 08:15:27 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Thu, 05 Nov 2009 13:15:27 +0000 Subject: [rt-users] Anyway to make comments In-Reply-To: <2633157.7151257424102994.JavaMail.nabble@isper.nabble.com> References: <2633157.7151257424102994.JavaMail.nabble@isper.nabble.com> Message-ID: <4AF2CFEF.8080600@jennic.com> johndchapman at hotmail.com wrote: > OK thanks Mike. > > I'm new to RT. I presume correspondence means sending an automated email to the customer? There are two types of response. Comment and Correspond. Correspond is also known as Reply. Take a look at the Global Scrips to get a feel for the difference. On correspondence an e-mail is sent to the requestor (customer). On comment, it's only sent to AdminCCs etc. Have a read through the O'Reilly RT Essentials book - it's all covered. -- 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 Gabriel at impactteachers.com Thu Nov 5 09:17:53 2009 From: Gabriel at impactteachers.com (Gabriel - IP Guys) Date: Thu, 5 Nov 2009 14:17:53 -0000 Subject: [rt-users] How to search for tickets within a time frame relative to today? Message-ID: Dear All, I would like to create a search that highlights tickets that are 14 days old, but I don't know how to do a search that uses the date in a relative manner, for example, I would like to search for all unresolved tickets created in the last 2 weeks. Any help on the syntax that would be required? --- Kind Regards, Mr Gabriel -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Nov 5 09:39:17 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 5 Nov 2009 08:39:17 -0600 Subject: [rt-users] How to search for tickets within a time frame relative to today? In-Reply-To: References: Message-ID: <20091105143917.GG10895@it.is.rice.edu> On Thu, Nov 05, 2009 at 02:17:53PM -0000, Gabriel - IP Guys wrote: > Dear All, > > > > I would like to create a search that highlights tickets that are 14 days > old, but I don't know how to do a search that uses the date in a > relative manner, for example, I would like to search for all unresolved > tickets created in the last 2 weeks. Any help on the syntax that would > be required? > > > > --- > > Kind Regards, > > Mr Gabriel > > > Use something like created after -2 weeks in the Search screen. Ken From slander at hearstsc.com Thu Nov 5 09:29:47 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 5 Nov 2009 09:29:47 -0500 Subject: [rt-users] How to search for tickets within a time frame relative to today? In-Reply-To: References: Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697C57FEB@RCLTEXCMS02.resource.hearstcorp.com> put in the time frame "-14 days" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gabriel - IP Guys Sent: Thursday, November 05, 2009 9:18 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to search for tickets within a time frame relative to today? Dear All, I would like to create a search that highlights tickets that are 14 days old, but I don't know how to do a search that uses the date in a relative manner, for example, I would like to search for all unresolved tickets created in the last 2 weeks. Any help on the syntax that would be required? --- Kind Regards, Mr Gabriel ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From rburg at shv.nl Thu Nov 5 10:42:10 2009 From: rburg at shv.nl (Burg, Mr. R (Ron) van den) Date: Thu, 5 Nov 2009 16:42:10 +0100 Subject: [rt-users] Ticket links missing after upgrade of RT server. In-Reply-To: <1255118589.23354.14.camel@smith.racf.bnl.gov> Message-ID: <3FECEA09D68E7F45BA65B48A85BA4A8D0342EED2@nlutms11ex.shv.nl> If you want to change $Organization (or have changed it in the passed and think you may have links *before* the change), you may follow the instructions below. PLEASE BE CAREFUL AND ONLY DO THIS IF YOU UNDERSTAND THE CONSEQUENCES Change $Organization in RT_SiteConfig.pm. In the text below, replace OLDORGANIZATION and NEWORGANIZATION with what you changed here. Restart you web server FOR MYSQL start mysql prompt #mysql -p mysql> show databases; mysql> connect rt3; # If you changed $DatabaseName in RT_SiteConfig.pm, use that name instead. # # Replace the values in table Links mysql> update Links set Base=replace(Base,'fsck.com-rt://OLDORGANIZATION/ticket/','fsck.com-rt:/ /NEWORGANIZATION/ticket/'); mysql> update Links set Target=replace(Target,'fsck.com-rt://OLDORGANIZATION/ticket/','fsck.com- rt://NEWORGANIZATION/ticket/'); # # If you want to see whether you still have links that are not yet repaired: mysql> select Base from Links where Base not like '%fsck.com-rt://NEWORGANIZATION/ticket/%'; mysql> select Target from Links where Target not like '%fsck.com-rt://NEWORGANIZATION/ticket/%'; # Now you can see the older values of $Organization. So repeate the proper update command above with the proper OLDORGANIZATION. # # # Replace the values in table Transactions mysql> update Transactions set OldValue=replace(OldValue,'fsck.com-rt://OLDORGANIZATION/ticket/','fsck. com-rt://NEWORGANIZATION/ticket/'); mysql> update Transactions set NewValue=replace(NewValue,'fsck.com-rt://OLDORGANIZATION/ticket/','fsck. com-rt://NEWORGANIZATION/ticket/'); # # If you want to see whether you still have transactions that are not yet repaired: mysql> select OldValue from Transactions where OldValue not like '%fsck.com-rt://NEWORGANIZATION/ticket/%'; mysql> select NewValue from Transactions where NewValue not like '%fsck.com-rt://NEWORGANIZATION/ticket/%'; # Now you can see the older values of $Organization. So repeate the proper update command above with the proper OLDORGANIZATION. # mysql> \q Regards, Ron van den Burg -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason A. Smith Sent: Friday, October 09, 2009 10:03 PM To: rt-users Subject: Re: [rt-users] Ticket links missing after upgrade of RT server. On Fri, 2009-10-09 at 11:46 -0400, Jesse Vincent wrote: > > On Fri, Oct 09, 2009 at 11:44:44AM -0400, Jason A. Smith wrote: > > I am in the process of preparing a new upgraded RT server and after > > dumping our current DB, loading it into the new test RT server and > > following the DB upgrade procedures, everything seems to look okay, > > except for missing ticket links. When I try to display an old ticket > > that should have a link to another ticket, no link is shown in the Link > > box and I get this error message in my server logs: > > At a quick guess, you changed your $Organization. You should not do > that. Yup, that was it, typo there. I thought it was probably something in the config and I double checked my rtname and some other things, just forgot about that one. Thanks, ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ >>-----------------------------------------<< The information transferred by this e-mail is solely for the intended recipient(s). Any disclosure, copying, distribution of this e-mail by and to others is not allowed. If you are not an intended recipient, please delete this e-mail and notify the sender. SHV Holdings N.V. Commercial Register 30065974 >>-----------------------------------------<< From sean.sullivan at harmonixmusic.com Thu Nov 5 13:27:46 2009 From: sean.sullivan at harmonixmusic.com (Sean Sullivan) Date: Thu, 5 Nov 2009 13:27:46 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> Message-ID: <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> Hi all, I just spent yesterday upgrading to RT 3.8.5 with RTFM 2.4.2 and for some reason "kill" isn't working from the main UI anymore. I get: RT::Ticket::Kill Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Display.html line 134) I made sure all the perl deps were updated as well so I'm not sure what could be causing it. I also didn't find anything when searching so I thought I'd just check in here before spending a day running through the code myself. Anyone else seen this behavior? Thanks! - Sean Sullivan Systems Administrator o: 617.491.6144 x183 c: 781.408.1406 Harmonix Music Systems From sean.sullivan at harmonixmusic.com Thu Nov 5 13:36:22 2009 From: sean.sullivan at harmonixmusic.com (Sean Sullivan) Date: Thu, 5 Nov 2009 13:36:22 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> Message-ID: <247BD84584FB384ABEBADA1B28D1E74E01D7F60C@otto.harmonixmusic.com> I should have mentioned that I upgraded from 3.6.6. RTFM I'm not 100% what the previous version was. -Sean -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Sean Sullivan Sent: Thu 11/5/2009 1:27 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working Hi all, I just spent yesterday upgrading to RT 3.8.5 with RTFM 2.4.2 and for some reason "kill" isn't working from the main UI anymore. I get: RT::Ticket::Kill Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Display.html line 134) I made sure all the perl deps were updated as well so I'm not sure what could be causing it. I also didn't find anything when searching so I thought I'd just check in here before spending a day running through the code myself. Anyone else seen this behavior? Thanks! - Sean Sullivan Systems Administrator o: 617.491.6144 x183 c: 781.408.1406 Harmonix Music Systems _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Thu Nov 5 13:48:48 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Nov 2009 13:48:48 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working In-Reply-To: <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> Message-ID: <20091105184848.GA16238@bestpractical.com> On Thu 5.Nov'09 at 13:27:46 -0500, Sean Sullivan wrote: > > > Hi all, > > I just spent yesterday upgrading to RT 3.8.5 with RTFM 2.4.2 and for > some reason "kill" isn't working from the main UI anymore. I get: > > RT::Ticket::Kill Unimplemented in HTML::Mason::Commands. > (/opt/rt3/share/html/Ticket/Display.html line 134) So, this is an RT extension. Which version of it are you using and where did it come from? We certainly shouldn't be breaking our API in the middle of a stable series, so I want to make sure it gets sorted out. As an aside, 3.8.6 has been out for a week or so and has some fixes you likely want. From sean.sullivan at harmonixmusic.com Thu Nov 5 14:43:40 2009 From: sean.sullivan at harmonixmusic.com (Sean Sullivan) Date: Thu, 5 Nov 2009 14:43:40 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> <20091105184848.GA16238@bestpractical.com> Message-ID: <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> >-----Original Message----- >From: Jesse Vincent [mailto:jesse at bestpractical.com] >Sent: Thu 11/5/2009 1:48 PM >To: Sean Sullivan >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Upgraded to rt-3.8.5 and kill stopped working >On Thu 5.Nov'09 at 13:27:46 -0500, Sean Sullivan wrote: >> >> >> Hi all, >> >> I just spent yesterday upgrading to RT 3.8.5 with RTFM 2.4.2 and for >> some reason "kill" isn't working from the main UI anymore. I get: >> >> RT::Ticket::Kill Unimplemented in HTML::Mason::Commands. >> (/opt/rt3/share/html/Ticket/Display.html line 134) >So, this is an RT extension. Which version of it are you using and where >did it come from? We certainly shouldn't be breaking our API in the >middle of a stable series, so I want to make sure it gets sorted out. >As an aside, 3.8.6 has been out for a week or so and has some fixes >you likely want. Thanks for the response! I didn't realize this was a plugin. I inherited this install and as you know it was a fair bit dated so I was asked to upgrade it. As far as my version of HTML::Mason, there appear to be 2 versions, 1.36 and 1.42. If I do: ------------- #!/usr/bin/perl use HTML::Mason; print "$HTML::Mason::VERSION\n"; ------------- I get 1.42, so I guess that is what is being used by RT? Course, if I look at that file it contains only: ------------------ package HTML::Mason; # Copyright (c) 1998-2005 by Jonathan Swartz. All rights reserved. # This program is free software; you can redistribute it and/or modify it # under the same terms as Perl itself. use 5.006; $HTML::Mason::VERSION = '1.42'; use HTML::Mason::Interp; sub version { return $HTML::Mason::VERSION; } 1; __END__ ------------------ Followed by a bunch of perldoc text. This made me think, where is HTML::Mason::Commands? Well it's not on this machine, nor is it installable: perl -MCPAN -e 'install HTML::Mason::Commands' Warning: Cannot install HTML::Mason::Commands, don't know what it is. The CPAN page says this about HTML::Mason::Commands: This was the documentation for the mc_ command set. In Mason 0.8 and beyond, mc_ commands have been replaced by the new HTML::Mason::Request So now I'm really confused... -Sean From raubvogel at gmail.com Thu Nov 5 15:09:56 2009 From: raubvogel at gmail.com (Mauricio Tavares) Date: Thu, 5 Nov 2009 15:09:56 -0500 Subject: [rt-users] binary attachment corrupted when RT mails them out Message-ID: <2c6cf52a0911051209n53b109ebuafe60d60487a239c@mail.gmail.com> Let's say someone emails a pdf (or some other kind of binary) file as an attachment to a ticket through rt. If i access the said attachment trough the rt web interface it works fine. But if I get the ticket through email (ticket is being forwarded to the AdminCC: members) and then download the attachment to see it, a lot of times is corrupted. FYI, we received a 889K PDF and the copy forwarded to AdminCC is corrupted. However a 74K .pdf file we received just after it works fine. I do not know if that is an issue with the attachment size, but I thought by having the following set on RT_SiteConfig.pm, Set($MaxAttachmentSize, 26214400); Set($DropLongAttachments, undef); Set($TruncateLongAttachments, undef); I would not have a size issue here. The fact RT has no problems witht he file *if* you access it using its web interface makes me think something is going on in the routing that calls to have something mime encoded. Which function should I be checking? From NFOGGI at depaul.edu Thu Nov 5 23:43:51 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Thu, 5 Nov 2009 22:43:51 -0600 Subject: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5571@XVS01.dpu.depaul.edu> Just in case anyone else runs into this, not sure if it was supposed to be this way or not, but after upgrading to RT 3.8.6 from 3.8.4 we were getting an: [error] Can't call method "get" on an undefined value at /5.8.6/HTML/Mason/ApacheHandler.pm line 563.\nCompilation failed in require at /bin/../lib/RT/Interface/Web/Handler.pm line 140.\n in the apache error logs. We were running Apache 1.3.41 with mod_perl 1.29.. after thinking it was a perl module problem, and making sure i had all the latest of those, still the same problem. Finally, i upgraded to mod_perl 1.31 and everything is running smoothly. I didn't see this mentioned anywere, maybe i missed it, but i thought i'd pass it along in case anyone else runs into it and searches for the error... -------------- next part -------------- An HTML attachment was scrubbed... URL: From NFOGGI at depaul.edu Thu Nov 5 23:52:29 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Thu, 5 Nov 2009 22:52:29 -0600 Subject: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 References: <1214B92276151C40B1DEBE7D142AD82F023C5571@XVS01.dpu.depaul.edu> Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5572@XVS01.dpu.depaul.edu> Just in case anyone else runs into this, not sure if it was supposed to be this way or not, but after upgrading to RT 3.8.6 from 3.8.4 we were getting an: [error] Can't call method "get" on an undefined value at /5.8.6/HTML/Mason/ApacheHandler.pm line 563.\nCompilation failed in require at /bin/../lib/RT/Interface/Web/Handler.pm line 140.\n in the apache error logs. We were running Apache 1.3.41 with mod_perl 1.29.. after thinking it was a perl module problem, and making sure i had all the latest of those, still the same problem. Finally, i upgraded to mod_perl 1.31 and everything is running smoothly. I didn't see this mentioned anywere, maybe i missed it, but i thought i'd pass it along in case anyone else runs into it and searches for the error... -------------- next part -------------- An HTML attachment was scrubbed... URL: From thys.kitshoff at rocketseed.com Fri Nov 6 04:02:21 2009 From: thys.kitshoff at rocketseed.com (b-boy) Date: Fri, 6 Nov 2009 01:02:21 -0800 (PST) Subject: [rt-users] Email display name to match queue name/description Message-ID: <26228649.post@talk.nabble.com> Hi all I would like to setup my system so that when an agent responds to a ticket in a specific queue the email display name should be the queue name or description, currently it shows the agent name and surname. I have a feeling I need to edit the below line in RT_SiteConfig.pm but I cant find any documentation on it... Set($FriendlyFromLineFormat , "\"%s \" <%s>"); Thanks in advance for your assistance. B -- View this message in context: http://old.nabble.com/Email-display-name-to-match-queue-name-description-tp26228649p26228649.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rob.macgregor at gmail.com Fri Nov 6 06:46:51 2009 From: rob.macgregor at gmail.com (Rob MacGregor) Date: Fri, 6 Nov 2009 11:46:51 +0000 Subject: [rt-users] Email display name to match queue name/description In-Reply-To: <26228649.post@talk.nabble.com> References: <26228649.post@talk.nabble.com> Message-ID: <43ea8d070911060346h10f4ccf2i5154a8136f673403@mail.gmail.com> On Fri, Nov 6, 2009 at 09:02, b-boy wrote: > > Hi all > > I would like to setup my system so that when an agent responds to a ticket > in a specific queue the email display name should be the queue name or > description, currently it shows the agent name and surname. > > I have a feeling I need to edit the below line in RT_SiteConfig.pm but I > cant find any documentation on it... > > Set($FriendlyFromLineFormat , "\"%s \" <%s>"); I've used the following at the top of the Template: From: "{$Ticket->QueueObj->Description}" <{$Ticket->QueueObj->CorrespondAddress}> -- Please keep list traffic on the list. Rob MacGregor Whoever fights monsters should see to it that in the process he doesn't become a monster. Friedrich Nietzsche From fusco at wanagain.net Fri Nov 6 08:13:56 2009 From: fusco at wanagain.net (fusco) Date: Fri, 6 Nov 2009 05:13:56 -0800 (PST) Subject: [rt-users] Extracting values from an e-mail Message-ID: <26230509.post@talk.nabble.com> Hi every one, i'm new in Request Tracker and I want to know how to extract different values from the body of the mail send to my Request Tracker web mail For exemple the message is : Subject: demande de test From: utilisateur Hi RT-Users, after upgrading from 3.8.4 to 3.8.6 we are missing in the ticket menu (on the left side) the items 'Show Results' and ' Bulk Update and 'graph' after picking a ticket from a search result list. The last search is deleted too. Is this a new feature? Cheers, -bj?rn From jpierce at cambridgeenergyalliance.org Fri Nov 6 10:10:32 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 6 Nov 2009 10:10:32 -0500 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: <4AF41E8E.3030507@desy.de> References: <4AF41E8E.3030507@desy.de> Message-ID: > after upgrading from 3.8.4 to 3.8.6 we are missing in the ticket menu > (on the left side) the items 'Show Results' and ' Bulk Update and > 'graph' after picking a ticket from a search result list. > The last search is deleted too. > Is this a new feature? Odd. I tried this from home (Firefox 3/Kubuntu) and had the same issue. Here at work (FF 3/Vista) it's fine... From jesse at bestpractical.com Fri Nov 6 11:15:40 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Nov 2009 11:15:40 -0500 Subject: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F023C5572@XVS01.dpu.depaul.edu> References: <1214B92276151C40B1DEBE7D142AD82F023C5571@XVS01.dpu.depaul.edu> <1214B92276151C40B1DEBE7D142AD82F023C5572@XVS01.dpu.depaul.edu> Message-ID: <20091106161540.GA23631@bestpractical.com> On Thu, Nov 05, 2009 at 10:52:29PM -0600, Foggi, Nicola wrote: > > Just in case anyone else runs into this, not sure if it was supposed to be this way or not, but after upgrading to RT 3.8.6 from 3.8.4 we were getting an: > > [error] Can't call method "get" on an undefined value at /5.8.6/HTML/Mason/ApacheHandler.pm line 563.\nCompilation failed in require at /bin/../lib/RT/Interface/Web/Handler.pm line 140.\n > > in the apache error logs. We were running Apache 1.3.41 with mod_perl 1.29.. after thinking it was a perl module problem, and making sure i had all the latest of those, still the same problem. Finally, i upgraded to mod_perl 1.31 and everything is running smoothly. > > I didn't see this mentioned anywere, maybe i missed it, but i thought i'd pass it along in case anyone else runs into it and searches for the error... That should not have happened. Did you upgrade _anything_ else at the same time? 3.8.4 to 3.8.6 should not have broken any API compatibility. From jesse at bestpractical.com Fri Nov 6 11:18:42 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Nov 2009 11:18:42 -0500 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: <4AF41E8E.3030507@desy.de> References: <4AF41E8E.3030507@desy.de> Message-ID: <20091106161842.GB23631@bestpractical.com> On Fri, Nov 06, 2009 at 02:03:10PM +0100, Bjoern Schulz wrote: > Hi RT-Users, > > after upgrading from 3.8.4 to 3.8.6 we are missing in the ticket menu > (on the left side) the items 'Show Results' and ' Bulk Update and > 'graph' after picking a ticket from a search result list. > The last search is deleted too. > Is this a new feature? It's certainly not. Just at a guess, are you using RT's WebExternalAuth? (is that variable set to true in your RT_SiteConfig.pm?) If so, is WebExternalAuthContinuous set to true as well? From jpierce at cambridgeenergyalliance.org Fri Nov 6 11:21:01 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 6 Nov 2009 11:21:01 -0500 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: <20091106161842.GB23631@bestpractical.com> References: <4AF41E8E.3030507@desy.de> <20091106161842.GB23631@bestpractical.com> Message-ID: > It's certainly not. Just at a guess, are you using RT's WebExternalAuth? We aren't here. Though admittedly, this is an sort of thing to be browser-specific, but it's definitely what I saw. I can recheck this evening. -- Cambridge Energy Alliance: Save money. Save the planet. From jesse at bestpractical.com Fri Nov 6 11:22:57 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Nov 2009 11:22:57 -0500 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: References: <4AF41E8E.3030507@desy.de> <20091106161842.GB23631@bestpractical.com> Message-ID: <20091106162257.GC23631@bestpractical.com> On Fri, Nov 06, 2009 at 11:21:01AM -0500, Jerrad Pierce wrote: > > It's certainly not. Just at a guess, are you using RT's WebExternalAuth? > > We aren't here. Though admittedly, this is an sort of thing to be "an odd", I assume. > browser-specific, but it's definitely what I saw. I can recheck this > evening. Note also that clicking on a ticket from a list on the homepage _doesn't_ set search context. Which means you wouldn't have those menu items. -j From NFOGGI at depaul.edu Fri Nov 6 11:23:11 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Fri, 6 Nov 2009 10:23:11 -0600 Subject: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 References: <1214B92276151C40B1DEBE7D142AD82F023C5571@XVS01.dpu.depaul.edu> <1214B92276151C40B1DEBE7D142AD82F023C5572@XVS01.dpu.depaul.edu> <20091106161540.GA23631@bestpractical.com> Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5578@XVS01.dpu.depaul.edu> Steps for the upgrade were: - Compile RT 3.8.6 and install to new directory - Run Upgrade on DB - Install RTFM into new directory (was previously on 3.8.4) RTFM complained about ExtUtils::MakeMaker when i re-made it (it might of before and i didn't notice) so i updated ExtUtils::MakeMaker and then installed it - Restarted Apache after pointing to new RT install directory - Got Error as seen below - Updated a TON of perl modules to see if that did it (the all passed the dep tests, but figured it was worth a shot) - Restarted apache, still same error - recompiled apache against new mod_per - restarted apache and now it works Nicola -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Fri 11/6/2009 10:15 AM To: Foggi, Nicola Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 On Thu, Nov 05, 2009 at 10:52:29PM -0600, Foggi, Nicola wrote: > > Just in case anyone else runs into this, not sure if it was supposed to be this way or not, but after upgrading to RT 3.8.6 from 3.8.4 we were getting an: > > [error] Can't call method "get" on an undefined value at /5.8.6/HTML/Mason/ApacheHandler.pm line 563.\nCompilation failed in require at /bin/../lib/RT/Interface/Web/Handler.pm line 140.\n > > in the apache error logs. We were running Apache 1.3.41 with mod_perl 1.29.. after thinking it was a perl module problem, and making sure i had all the latest of those, still the same problem. Finally, i upgraded to mod_perl 1.31 and everything is running smoothly. > > I didn't see this mentioned anywere, maybe i missed it, but i thought i'd pass it along in case anyone else runs into it and searches for the error... That should not have happened. Did you upgrade _anything_ else at the same time? 3.8.4 to 3.8.6 should not have broken any API compatibility. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Nov 6 11:24:47 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 6 Nov 2009 11:24:47 -0500 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: <20091106162257.GC23631@bestpractical.com> References: <4AF41E8E.3030507@desy.de> <20091106161842.GB23631@bestpractical.com> <20091106162257.GC23631@bestpractical.com> Message-ID: > "an odd", I assume. Yes. Brain faster than fingers. > Note also that clicking on a ticket from a list on the homepage > _doesn't_ set search context. Which means you wouldn't have those menu > items. Nope, simple search (queue name) in both cases. From jesse at bestpractical.com Fri Nov 6 11:38:38 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Nov 2009 11:38:38 -0500 Subject: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F023C5578@XVS01.dpu.depaul.edu> References: <1214B92276151C40B1DEBE7D142AD82F023C5571@XVS01.dpu.depaul.edu> <1214B92276151C40B1DEBE7D142AD82F023C5572@XVS01.dpu.depaul.edu> <20091106161540.GA23631@bestpractical.com> <1214B92276151C40B1DEBE7D142AD82F023C5578@XVS01.dpu.depaul.edu> Message-ID: <20091106163838.GF23631@bestpractical.com> > > > Just in case anyone else runs into this, not sure if it was supposed to be this way or not, but after upgrading to RT 3.8.6 from 3.8.4 we were getting an: > > > > [error] Can't call method "get" on an undefined value at /5.8.6/HTML/Mason/ApacheHandler.pm line 563.\nCompilation failed in require at /bin/../lib/RT/Interface/Web/Handler.pm line 140.\n > Since I don't know what mason that is, what does that chunk of ApacheHandler.pm look like? (Trying to find out what's on line 563 and around it) From jesse at bestpractical.com Fri Nov 6 11:44:05 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Nov 2009 11:44:05 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working In-Reply-To: <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> Message-ID: <20091106164405.GH23631@bestpractical.com> > >So, this is an RT extension. Which version of it are you using and where > >did it come from? We certainly shouldn't be breaking our API in the > >middle of a stable series, so I want to make sure it gets sorted out. > > >As an aside, 3.8.6 has been out for a week or so and has some fixes > >you likely want. > > > Thanks for the response! I didn't realize this was a plugin. I inherited this install and as you know it was a fair bit dated so I was asked to upgrade it. > > As far as my version of HTML::Mason, there appear to be 2 versions, 1.36 and 1.42. If I do: > Ah, no. It was the "Kill" extension I was looking for the version of. find /opt/rt3/ -name \*Kill\* might be a start to tracking down the right files. Note also that after an upgrade, you really need to clear /opt/rt3/var/mason_data/obj before starting apache, otherwise you might get a skewed set of compiled mason templates. From jesse at bestpractical.com Fri Nov 6 11:48:53 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Nov 2009 11:48:53 -0500 Subject: [rt-users] binary attachment corrupted when RT mails them out In-Reply-To: <2c6cf52a0911051209n53b109ebuafe60d60487a239c@mail.gmail.com> References: <2c6cf52a0911051209n53b109ebuafe60d60487a239c@mail.gmail.com> Message-ID: <20091106164853.GI23631@bestpractical.com> On Thu, Nov 05, 2009 at 03:09:56PM -0500, Mauricio Tavares wrote: > Let's say someone emails a pdf (or some other kind of binary) > file as an attachment to a ticket through rt. If i access the said > attachment trough the rt web interface it works fine. But if I get the > ticket through email (ticket is being forwarded to the AdminCC: > members) and then download the attachment to see it, a lot of times is > corrupted. FYI, we received a 889K PDF and the copy forwarded to > AdminCC is corrupted. However a 74K .pdf file we received just after > it works fine. I do not know if that is an issue with the attachment > size, but I thought by having the following set on RT_SiteConfig.pm, > Can you tell us a bit more about your RT? Often the Configuration -> Tools -> System Information page is the easiest way to capture the various bits of metadata we really need to help you figure out what's going on. -j From NFOGGI at depaul.edu Fri Nov 6 11:47:50 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Fri, 6 Nov 2009 10:47:50 -0600 Subject: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 References: <1214B92276151C40B1DEBE7D142AD82F023C5571@XVS01.dpu.depaul.edu> <1214B92276151C40B1DEBE7D142AD82F023C5572@XVS01.dpu.depaul.edu> <20091106161540.GA23631@bestpractical.com> <1214B92276151C40B1DEBE7D142AD82F023C5578@XVS01.dpu.depaul.edu> <20091106163838.GF23631@bestpractical.com> Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5579@XVS01.dpu.depaul.edu> $VERSION = 1.69; line 563 is "@val = $c->dir_config->get($p)" as part of this sub.... sub _get_val { my ($self, $p, $config, $r) = @_; my @val; if (wantarray || !$config) { if ($config) { @val = $config->get($p); } else { my $c = $r ? $r : _get_apache_server; @val = $c->dir_config->get($p); } } else { @val = exists $config->{$p} ? $config->{$p} : (); } param_error "Only a single value is allowed for configuration parameter '$p'\n" if @val > 1 && ! wantarray; return wantarray ? @val : $val[0]; } -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Fri 11/6/2009 10:38 AM To: Foggi, Nicola Cc: Jesse Vincent; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 > > > Just in case anyone else runs into this, not sure if it was supposed to be this way or not, but after upgrading to RT 3.8.6 from 3.8.4 we were getting an: > > > > [error] Can't call method "get" on an undefined value at /5.8.6/HTML/Mason/ApacheHandler.pm line 563.\nCompilation failed in require at /bin/../lib/RT/Interface/Web/Handler.pm line 140.\n > Since I don't know what mason that is, what does that chunk of ApacheHandler.pm look like? (Trying to find out what's on line 563 and around it) -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Nov 6 11:59:32 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Nov 2009 11:59:32 -0500 Subject: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F023C5579@XVS01.dpu.depaul.edu> References: <1214B92276151C40B1DEBE7D142AD82F023C5571@XVS01.dpu.depaul.edu> <1214B92276151C40B1DEBE7D142AD82F023C5572@XVS01.dpu.depaul.edu> <20091106161540.GA23631@bestpractical.com> <1214B92276151C40B1DEBE7D142AD82F023C5578@XVS01.dpu.depaul.edu> <20091106163838.GF23631@bestpractical.com> <1214B92276151C40B1DEBE7D142AD82F023C5579@XVS01.dpu.depaul.edu> Message-ID: <20091106165932.GB30481@bestpractical.com> On Fri 6.Nov'09 at 10:47:50 -0600, Foggi, Nicola wrote: > > $VERSION = 1.69; > > line 563 is "@val = $c->dir_config->get($p)" as part of this sub.... That is sadly much less useful than I'd hoped. If anyone else manages to replicate this, please ping the list before destroying the evidence of the failure so we can help to fix it properly. Thanks, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From NFOGGI at depaul.edu Fri Nov 6 12:03:41 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Fri, 6 Nov 2009 11:03:41 -0600 Subject: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 References: <1214B92276151C40B1DEBE7D142AD82F023C5571@XVS01.dpu.depaul.edu> <1214B92276151C40B1DEBE7D142AD82F023C5572@XVS01.dpu.depaul.edu> <20091106161540.GA23631@bestpractical.com> <1214B92276151C40B1DEBE7D142AD82F023C5578@XVS01.dpu.depaul.edu> <20091106163838.GF23631@bestpractical.com> <1214B92276151C40B1DEBE7D142AD82F023C5579@XVS01.dpu.depaul.edu> <20091106165932.GB30481@bestpractical.com> Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C557A@XVS01.dpu.depaul.edu> if i get a chance i'll see if i can replicate it against a test box... -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Fri 11/6/2009 10:59 AM To: Foggi, Nicola Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrade from RT 3.8.4 to 3.8.6 Required Newer Mod_Perl 1.x under Apache 1.3.41 On Fri 6.Nov'09 at 10:47:50 -0600, Foggi, Nicola wrote: > > $VERSION = 1.69; > > line 563 is "@val = $c->dir_config->get($p)" as part of this sub.... That is sadly much less useful than I'd hoped. If anyone else manages to replicate this, please ping the list before destroying the evidence of the failure so we can help to fix it properly. Thanks, Jesse -------------- next part -------------- An HTML attachment was scrubbed... URL: From jberry at frb.gov Fri Nov 6 12:42:21 2009 From: jberry at frb.gov (Jim Berry) Date: Fri, 06 Nov 2009 12:42:21 -0500 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: Your message of Fri, 06 Nov 2009 11:18:42 -0500. <20091106161842.GB23631@bestpractical.com> Message-ID: <4209.1257529341@arclx1.rsma.frb.gov> > On Fri, Nov 06, 2009 at 02:03:10PM +0100, Bjoern Schulz wrote: > > Hi RT-Users, > > > > after upgrading from 3.8.4 to 3.8.6 we are missing in the ticket menu > > (on the left side) the items 'Show Results' and ' Bulk Update and > > 'graph' after picking a ticket from a search result list. > > The last search is deleted too. > > Is this a new feature? > > It's certainly not. Just at a guess, are you using RT's WebExternalAuth? > (is that variable set to true in your RT_SiteConfig.pm?) If so, is > WebExternalAuthContinuous set to true as well? I can confirm your guess. Yesterday we upgraded a test server to 3.8.6 and observed the same missing menu items. And we do set $WebExternalAuto=1 Today I added Set($WebExternalAuthContinuous, 0); and the menu items reappeared. -- Jim Berry Federal Reserve Board From mahini at apple.com Fri Nov 6 13:44:31 2009 From: mahini at apple.com (Behzad Mahini) Date: Fri, 6 Nov 2009 10:44:31 -0800 Subject: [rt-users] Mason Cannot resolve file to component In-Reply-To: References: Message-ID: <7EBB4A16-3F22-4437-882B-114BAA2066E1@apple.com> Just in case others will run into this issue, I have a workaround solution.......After digging I realized this was an issue in how Mason is being called by RT (i.e., RT's source code "webmux.pl", as for some odd reason Mason's Handler for my Prod. server is not getting set -- related line in webmux.pl is => $Handler = RT::Interface::Web::Handler->new(RT->Config->Get('MasonParameters')); The (temporary) workaround to address this issue for me, was to add the following lines to my RT_SiteConfig.pm: Set($MasonComponentRoot, "/path_2_your_RT/share/html"); Set($MasonLocalComponentRoot, "/path_2_your_RT/local"); Set($MasonDataDir, "/path_2_your_RT/var/mason_data"); Set($MasonSessionDir, "/path_2_your_RT/var/session_data"); I believe this is a potential bug, as my RT_Config.pm & RT_SIteConfig.pm for the 2 servers (prior to inclusion of the above 4 lines in my Prod. server) were exactly similar . -Behzad On Nov 4, 2009, at 6:39 PM, Behzad Mahini wrote: > I have already installed RT 3.8.4 , and it works fine (on a test > server). However, in the process of installing RT 3.8.4 on a new > server (production), RT's UI fails to launch (404 Not Found). I am > getting the following error message in my Apache error_log file (my > Prod server): > > "[warning]: [Mason] Cannot resolve file to component: /ngs/app/rt/ > oppresso/rt-3.8.4/share/html/index.html (is file outside component > root?) at /Library/Perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/ > Library/Perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)" > > > I have exhausted all possibilities of finding any differences in > between the 2 servers, by comparing the config settings in between the > 2 servers (i.e., httpd.conf, Rt_SiteConfig.pm), and they are > identical. I would appreciate any help. > > My settings are as follows: > > Mac OSX 10.5.8 > RT 3.8.4 > httpd-2.2.13 > mod_perl-2.04 > mysql-5.1.40 (<== on my Prod. server; and 5.1.37 on my Test server) > > My httpd.conf attributes that are relevant to both the 2 servers (and > are similar): > > > > > ServerName <> > > DocumentRoot "/ngs/app/rt/oppresso/rt-3.8.4/share/html/" > > Alias /NoAuth/images/ /ngs/app/rt/oppresso/rt-3.8.4/share/ > html/NoAuth/images/ > PerlModule Apache::DBI > PerlModule Apache2::compat > PerlSetVar MasonArgsMethod CGI > PerlRequire /ngs/app/rt/oppresso/rt-3.8.4/bin/webmux.pl > > > AllowOverride All > Options Indexes ExecCGI FollowsymLinks > Order allow,deny > Allow from all > > > > RedirectMatch permanent (.*)/$ $1/index.html > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > > Additionally, Apache's error_log for both the 2 servers indicate that > Mod_perl 2.0.4 is being used. > > Thanks, > Behzad > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Nov 6 13:50:28 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Nov 2009 13:50:28 -0500 Subject: [rt-users] Mason Cannot resolve file to component In-Reply-To: <7EBB4A16-3F22-4437-882B-114BAA2066E1@apple.com> References: <7EBB4A16-3F22-4437-882B-114BAA2066E1@apple.com> Message-ID: <20091106185028.GC5845@bestpractical.com> On Fri 6.Nov'09 at 10:44:31 -0800, Behzad Mahini wrote: > Just in case others will run into this issue, I have a workaround > solution.......After digging I realized this was an issue in how Mason > is being called by RT (i.e., RT's source code "webmux.pl", as for > some odd reason Mason's Handler for my Prod. server is not getting > set -- related line in webmux.pl is => $Handler = > RT::Interface::Web::Handler->new(RT->Config->Get('MasonParameters')); Out of curiosity, are the disk layouts on the two servers the same? (Was one server set up with a symlink where the other had a real directory?) > > > The (temporary) workaround to address this issue for me, was to add > the following lines to my RT_SiteConfig.pm: > > Set($MasonComponentRoot, "/path_2_your_RT/share/html"); > Set($MasonLocalComponentRoot, "/path_2_your_RT/local"); > Set($MasonDataDir, "/path_2_your_RT/var/mason_data"); > Set($MasonSessionDir, "/path_2_your_RT/var/session_data"); > > > I believe this is a potential bug, as my RT_Config.pm & > RT_SIteConfig.pm for the 2 servers (prior to inclusion of the above 4 > lines in my Prod. server) were exactly similar . > > -Behzad > > > On Nov 4, 2009, at 6:39 PM, Behzad Mahini wrote: > > > I have already installed RT 3.8.4 , and it works fine (on a test > > server). However, in the process of installing RT 3.8.4 on a new > > server (production), RT's UI fails to launch (404 Not Found). I am > > getting the following error message in my Apache error_log file (my > > Prod server): > > > > "[warning]: [Mason] Cannot resolve file to component: /ngs/app/rt/ > > oppresso/rt-3.8.4/share/html/index.html (is file outside component > > root?) at /Library/Perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/ > > Library/Perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)" > > > > > > I have exhausted all possibilities of finding any differences in > > between the 2 servers, by comparing the config settings in between the > > 2 servers (i.e., httpd.conf, Rt_SiteConfig.pm), and they are > > identical. I would appreciate any help. > > > > My settings are as follows: > > > > Mac OSX 10.5.8 > > RT 3.8.4 > > httpd-2.2.13 > > mod_perl-2.04 > > mysql-5.1.40 (<== on my Prod. server; and 5.1.37 on my Test server) > > > > My httpd.conf attributes that are relevant to both the 2 servers (and > > are similar): > > > > > > > > > > ServerName <> > > > > DocumentRoot "/ngs/app/rt/oppresso/rt-3.8.4/share/html/" > > > > Alias /NoAuth/images/ /ngs/app/rt/oppresso/rt-3.8.4/share/ > > html/NoAuth/images/ > > PerlModule Apache::DBI > > PerlModule Apache2::compat > > PerlSetVar MasonArgsMethod CGI > > PerlRequire /ngs/app/rt/oppresso/rt-3.8.4/bin/webmux.pl > > > > > > AllowOverride All > > Options Indexes ExecCGI FollowsymLinks > > Order allow,deny > > Allow from all > > > > > > > > RedirectMatch permanent (.*)/$ $1/index.html > > AddDefaultCharset UTF-8 > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > > > Additionally, Apache's error_log for both the 2 servers indicate that > > Mod_perl 2.0.4 is being used. > > > > Thanks, > > Behzad > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 mahini at apple.com Fri Nov 6 13:53:41 2009 From: mahini at apple.com (Behzad Mahini) Date: Fri, 6 Nov 2009 10:53:41 -0800 Subject: [rt-users] Mason Cannot resolve file to component In-Reply-To: <20091106185028.GC5845@bestpractical.com> References: <7EBB4A16-3F22-4437-882B-114BAA2066E1@apple.com> <20091106185028.GC5845@bestpractical.com> Message-ID: On Nov 6, 2009, at 10:50 AM, Jesse Vincent wrote: > > > > On Fri 6.Nov'09 at 10:44:31 -0800, Behzad Mahini wrote: >> Just in case others will run into this issue, I have a workaround >> solution.......After digging I realized this was an issue in how >> Mason >> is being called by RT (i.e., RT's source code "webmux.pl", as for >> some odd reason Mason's Handler for my Prod. server is not getting >> set -- related line in webmux.pl is => $Handler = >> RT::Interface::Web::Handler->new(RT->Config->Get('MasonParameters')); > > Out of curiosity, are the disk layouts on the two servers the same? > (Was > one server set up with a symlink where the other had a real > directory?) Disk layouts were similar, and no symlink was used. -Behzad > >> >> >> The (temporary) workaround to address this issue for me, was to add >> the following lines to my RT_SiteConfig.pm: >> >> Set($MasonComponentRoot, "/path_2_your_RT/share/html"); >> Set($MasonLocalComponentRoot, "/path_2_your_RT/local"); >> Set($MasonDataDir, "/path_2_your_RT/var/mason_data"); >> Set($MasonSessionDir, "/path_2_your_RT/var/session_data"); >> >> >> I believe this is a potential bug, as my RT_Config.pm & >> RT_SIteConfig.pm for the 2 servers (prior to inclusion of the above 4 >> lines in my Prod. server) were exactly similar . >> >> -Behzad >> From NFOGGI at depaul.edu Fri Nov 6 14:00:48 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Fri, 6 Nov 2009 13:00:48 -0600 Subject: [rt-users] Modify MIME::Entity Template Data from Scrip Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5585@XVS01.dpu.depaul.edu> Hey Everyone, I'm working on a scrip that when an approval is approved and the parent ticket switches to "open" it emails a budget manager with the original pdf attachment of the quote, and the contents of the original request that went for approval. I've gotten the attachment working by using some code from the mailing lists to create the email via a scrip: $MIMEObj->make_multipart('mixed'); $MIMEObj->attach( Type => $a->ContentType, Charset => $a->OriginalEncoding, Data => $a->OriginalContent, Filename => $a->Filename, Encoding => '-SUGGEST' ); i use load a template into the scrip and use it to send the email: my $template = RT::Template->new($RT::SystemUser); $template->LoadQueueTemplate(Queue => $Queue->id, Name => $templatename); unless ( $template->Id ) { $RT::Logger->crit(qq(Unable to load queue $Queue->id template $templatename)); die qq([ERROR] Unable to load queue $Queue->id template $templatename\n); } ... cropped ... if ( $RT::MailCommand eq 'sendmailpipe' ) { eval { open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" ) || die $!; print MAIL $MIMEObj->as_string; close(MAIL); }; if ($@) { $RT::Logger->crit("Could Not Send Purchaser Email. -" . $@ ); die("[ERROR] Could Not Send Purchaser Email. -" . $@ ); } } else { my @mailer_args = ($RT::MailCommand); local $ENV{MAILADDRESS}; if ( $RT::MailCommand eq 'sendmail' ) { push @mailer_args, split(/\s+/, $RT::SendmailArguments); } elsif ( $RT::MailCommand eq 'smtp' ) { $ENV{MAILADDRESS} = $RT::SMTPFrom || $MIMEObj->head->get('From'); push @mailer_args, ( Server => $RT::SMTPServer ); push @mailer_args, ( Debug => $RT::SMTPDebug ); } else { push @mailer_args, $RT::MailParams; } unless ( $MIMEObj->send(@mailer_args) ) { $RT::Logger->crit("Could Not Send Purchaser Email." ); die "[ERROR] Could Not Send Purchaser Email.\n"; } } the problem i'm running into is i now can't get access to perl in the template, i'm guessing i'm missing something, so i thought well maybe I could use the MIMEObj in the scrip to access the body of the message and insert the "$Ticket->Transactions->First->Content()" but I can't figure out how to replace it. I used MIMEObj->bodyhandle( xxx ) but that didn't seem to do it. Any thoughts? Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbaker at wgm.us Fri Nov 6 15:39:33 2009 From: jbaker at wgm.us (Jon Baker) Date: Fri, 6 Nov 2009 14:39:33 -0600 Subject: [rt-users] WebPath in search results cached somewhere Message-ID: <17C6A1A5-EF04-4525-B9D4-F8E9E4BDD096@wgm.us> I'm migrating our RT to a dedicated system. On the old system, the path to RT was http://server/rt/, and so the WebPath variable was set to "/rt". On the new server, I am going to name the DNS rt.local so I don't want the extra /rt in the URL. I've got it working fine by dumping the DB from the old system and loading it on the new, right now the new DB is a slave to the old DB while I get the new server set up. The only thing that appears to not work correctly is the search results - when you click on a queue in the "quick search" or perform a search, it is still treating the WebPath as if it is "/rt" - Running RT 3.8.2 on both boxes. -------------- next part -------------- An HTML attachment was scrubbed... URL: From NFOGGI at depaul.edu Fri Nov 6 16:30:40 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Fri, 6 Nov 2009 15:30:40 -0600 Subject: [rt-users] Modify MIME::Entity Template Data from Scrip References: <1214B92276151C40B1DEBE7D142AD82F023C5585@XVS01.dpu.depaul.edu> Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C558C@XVS01.dpu.depaul.edu> just incase anyone else looks for the answer: $MIMEObj->bodyhandle(new MIME::Body::InCore $ticketcontent); will do it... Nicola -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Foggi, Nicola Sent: Fri 11/6/2009 1:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Modify MIME::Entity Template Data from Scrip Hey Everyone, I'm working on a scrip that when an approval is approved and the parent ticket switches to "open" it emails a budget manager with the original pdf attachment of the quote, and the contents of the original request that went for approval. I've gotten the attachment working by using some code from the mailing lists to create the email via a scrip: $MIMEObj->make_multipart('mixed'); $MIMEObj->attach( Type => $a->ContentType, Charset => $a->OriginalEncoding, Data => $a->OriginalContent, Filename => $a->Filename, Encoding => '-SUGGEST' ); i use load a template into the scrip and use it to send the email: my $template = RT::Template->new($RT::SystemUser); $template->LoadQueueTemplate(Queue => $Queue->id, Name => $templatename); unless ( $template->Id ) { $RT::Logger->crit(qq(Unable to load queue $Queue->id template $templatename)); die qq([ERROR] Unable to load queue $Queue->id template $templatename\n); } ... cropped ... if ( $RT::MailCommand eq 'sendmailpipe' ) { eval { open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" ) || die $!; print MAIL $MIMEObj->as_string; close(MAIL); }; if ($@) { $RT::Logger->crit("Could Not Send Purchaser Email. -" . $@ ); die("[ERROR] Could Not Send Purchaser Email. -" . $@ ); } } else { my @mailer_args = ($RT::MailCommand); local $ENV{MAILADDRESS}; if ( $RT::MailCommand eq 'sendmail' ) { push @mailer_args, split(/\s+/, $RT::SendmailArguments); } elsif ( $RT::MailCommand eq 'smtp' ) { $ENV{MAILADDRESS} = $RT::SMTPFrom || $MIMEObj->head->get('From'); push @mailer_args, ( Server => $RT::SMTPServer ); push @mailer_args, ( Debug => $RT::SMTPDebug ); } else { push @mailer_args, $RT::MailParams; } unless ( $MIMEObj->send(@mailer_args) ) { $RT::Logger->crit("Could Not Send Purchaser Email." ); die "[ERROR] Could Not Send Purchaser Email.\n"; } } the problem i'm running into is i now can't get access to perl in the template, i'm guessing i'm missing something, so i thought well maybe I could use the MIMEObj in the scrip to access the body of the message and insert the "$Ticket->Transactions->First->Content()" but I can't figure out how to replace it. I used MIMEObj->bodyhandle( xxx ) but that didn't seem to do it. Any thoughts? Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Sat Nov 7 16:28:33 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 7 Nov 2009 16:28:33 -0500 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: References: <4AF41E8E.3030507@desy.de> <20091106161842.GB23631@bestpractical.com> <20091106162257.GC23631@bestpractical.com> Message-ID: False confirmation. It seems I switched from the production to development servers (3.8.1 to 3.8.6) while looking at the ticket page rather than the search results... -- Cambridge Energy Alliance: Save money. Save the planet. From praveen.velu at hotmail.com Mon Nov 9 00:11:17 2009 From: praveen.velu at hotmail.com (Praveen Velu) Date: Mon, 9 Nov 2009 10:41:17 +0530 Subject: [rt-users] How to enable HTML trmplates in RT Message-ID: Hi, I am using RT 3.8 installed in Debian Lenny. I changed my default templates to html. but I am getting mails in plain text. When i receive mails, header shows 'Content-Type: text/plain; charset="utf-8"'.After a long search I came to know that due to security RT enabled only text/plain. how can i enable html email in RT. Thanks for any help in advance -Praveen- _________________________________________________________________ Windows 7: Simplify what you do everyday. Find the right PC for you. http://windows.microsoft.com/shop -------------- next part -------------- An HTML attachment was scrubbed... URL: From varun.vyas at elitecore.com Mon Nov 9 01:08:26 2009 From: varun.vyas at elitecore.com (Varun) Date: Mon, 9 Nov 2009 11:38:26 +0530 Subject: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 In-Reply-To: <4AF12DCB.20707@mococo.nl> References: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> <4AEFE15D.2070503@mococo.nl> <4AF12DCB.20707@mococo.nl> Message-ID: <2CFEB94B601C46F8BC08AE6C60449596@elitecore.com> Hi Joop I have one problem regarding RT database. We have very minor amount of data in RT u can say 5gb overall but we still are facing problem with particular updation of records when we have try to find what is cause then we came to know that we have attachments table in RT which alone is taking 4gb of chunk of data apart from overall data. And because of this any updation query when hits attachments table takes a hell lot of time and our customer feels RT is slow like tortoise and not helping them much in doing there day to day activities and they are irritated while using RT. Can you can suggest me how I can manage these attachment table particularly so that even when data increases significantly we do not suffer from latecy while updation. Waiting for a valuable answer from your side Thanks & Regards Varun _____ From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: Wednesday, November 04, 2009 1:01 PM To: Varun Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 Varun wrote: Hello Joop As per your guessing you are right I am facing problem of corruption in sql query when I upgraded from 3.6.3 to 3.8.6 application is working fine but when I want to look at page where custom fields are or want to see the page where tickets basics are there. I am not able to go that page and RT doesn't seem too returned with that page and goes in unending loop of query firing and also I get the query which I posted to you which is not firing as per your suggestion. So can you can help me in how to fix this problem I am not been able to find any solution for it. Any help is highly appreciated. I'm sorry but that is something that changed in RT and I'm not able to help you there. Basically what I wrote to rt-devel is that probably there is a mix up in column names and the query should read: SELECT main.* FROM Attributes main WHERE (main.OBJECTID = '221') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') instead of: SELECT main.* FROM Attributes main WHERE (main.Content = '221') AND (main.Name = 'BasedOn') Regards, Joop AND (main.ObjectType = 'RT::CustomField') -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Mon Nov 9 04:00:57 2009 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 09 Nov 2009 10:00:57 +0100 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: <20091106161842.GB23631@bestpractical.com> References: <4AF41E8E.3030507@desy.de> <20091106161842.GB23631@bestpractical.com> Message-ID: <1257757257.20972.12.camel@zitpcx6759> Hello! On Fri, 2009-11-06 at 11:18 -0500, Jesse Vincent wrote: > It's certainly not. Just at a guess, are you using RT's WebExternalAuth? Yes we using WebExternalAuth with mod_auth_kerb > (is that variable set to true in your RT_SiteConfig.pm?) If so, is > WebExternalAuthContinuous set to true as well? It was set true in RT_Config, after I set it to false, the "Show Result" links now appear again in the left toolbar. I'm not sure if I understand the implication. Does it mean that RT now checks credentials once per session? I get a cookie and afterwards as long as I have this cookie there will be no mod_auth* communication best regards and thanks for your help! sven From aaron at guise.net.nz Mon Nov 9 04:57:36 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 9 Nov 2009 22:57:36 +1300 Subject: [rt-users] WebPath in search results cached somewhere In-Reply-To: <17C6A1A5-EF04-4525-B9D4-F8E9E4BDD096@wgm.us> References: <17C6A1A5-EF04-4525-B9D4-F8E9E4BDD096@wgm.us> Message-ID: RT_SiteConfig will have the configuration option you want to change. -- Regards Aaron On Sat, Nov 7, 2009 at 9:39 AM, Jon Baker wrote: > I'm migrating our RT to a dedicated system. On the old system, the path to > RT was http://server/rt/, and so the WebPath variable was set to "/rt". > On the new server, I am going to name the DNS rt.local so I don't want the > extra /rt in the URL. > > I've got it working fine by dumping the DB from the old system and loading > it on the new, right now the new DB is a slave to the old DB while I get the > new server set up. The only thing that appears to not work correctly is the > search results - when you click on a queue in the "quick search" or perform > a search, it is still treating the WebPath as if it is "/rt" - > > Running RT 3.8.2 on both boxes. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Regards, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Mon Nov 9 05:01:36 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 9 Nov 2009 23:01:36 +1300 Subject: [rt-users] How to enable HTML trmplates in RT In-Reply-To: References: Message-ID: All I did was setup the templates as shown in the example below; Subject: Resolved: {$Ticket->Subject} Content-Type: text/html Content:

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Then clearly adjusted the scrips to fire off the amended template. This one was for OnResolve. -- Regards Aaron On Mon, Nov 9, 2009 at 6:11 PM, Praveen Velu wrote: > Hi, > > I am using RT 3.8 installed in Debian Lenny. I changed my default templates > to html. but I am getting mails in plain text. When i receive mails, header > shows *'Content-Type:* text/plain; charset="utf-8"'.After a long search I > came to know that due to security RT enabled only text/plain. how can i > enable html email in RT. > Thanks for any help in advance > > -Praveen- > > ------------------------------ > http://windows.microsoft.com/shop Find the right PC for you. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Regards, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From machiel.richards at gmail.com Mon Nov 9 07:17:26 2009 From: machiel.richards at gmail.com (machiel.richards) Date: Mon, 9 Nov 2009 14:17:26 +0200 Subject: [rt-users] RT3.8.5 force fields to be entered In-Reply-To: <2CFEB94B601C46F8BC08AE6C60449596@elitecore.com> References: <73CFEA914BD14DAB81256110ACEF67DA@elitecore.com> <4AEFE15D.2070503@mococo.nl> <4AF12DCB.20707@mococo.nl> <2CFEB94B601C46F8BC08AE6C60449596@elitecore.com> Message-ID: <4af80848.0baa660a.089a.ffffa588@mx.google.com> Good day all.... Can someone please assist me ... We are running RT-3.8.5 on RHEL4 and using MySQL database. I would like to force users to enter certain fields such as - Time worked - Comments - Subject I tried to do this on the database level by setting these fields to "not null", however this does not work as it seems the software does not enter a null for a blank field but rather an empty space. Does anybody know of a way to enforce these settings? Your help is much appreciated. Regards Machiel -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbaker at wgm.us Mon Nov 9 09:32:10 2009 From: jbaker at wgm.us (Jon Baker) Date: Mon, 9 Nov 2009 08:32:10 -0600 Subject: [rt-users] WebPath in search results cached somewhere In-Reply-To: References: <17C6A1A5-EF04-4525-B9D4-F8E9E4BDD096@wgm.us> Message-ID: <36B2873C-FA73-402B-8E8D-E04472BF7B60@wgm.us> I found it, it was actually is the saved search - it was somehow using rt/ instead of _WebPath__ in old searches. I was able to identify the searches in question by looking up in the Attributes table for "SavedSearch" and "Pref-SearchDisplay" and sorting by "LastUpdated", and identifying about the time where __WebPath__ was stored in the "Advanced" tab of the search, and then going into each user's account who had an entry prior to that date and re-creating the columns in the search. The only one that threw me for a loop was the "id" column, because I couldn't get it to delete. I did finally get it to delete by adding a new one first. On Nov 9, 2009, at 3:57 AM, Aaron Guise wrote: > RT_SiteConfig will have the configuration option you want to change. > > -- > Regards > > Aaron > > On Sat, Nov 7, 2009 at 9:39 AM, Jon Baker wrote: > I'm migrating our RT to a dedicated system. On the old system, the > path to RT was http://server/rt/, and so the WebPath variable was > set to "/rt". On the new server, I am going to name the DNS > rt.local so I don't want the extra /rt in the URL. > > I've got it working fine by dumping the DB from the old system and > loading it on the new, right now the new DB is a slave to the old DB > while I get the new server set up. The only thing that appears to > not work correctly is the search results - when you click on a queue > in the "quick search" or perform a search, it is still treating the > WebPath as if it is "/rt" - > > Running RT 3.8.2 on both boxes. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > -- > Regards, > > Aaron > -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 -------------- next part -------------- An HTML attachment was scrubbed... URL: From phanoko at gmail.com Mon Nov 9 09:44:41 2009 From: phanoko at gmail.com (PF) Date: Mon, 9 Nov 2009 06:44:41 -0800 Subject: [rt-users] Backup a queue question Message-ID: I need to backup everything in 2 queues but nothing else. I'm a database ...... well I'm poor at it. I've looked through site:bestpractical.com (keywords) but not really found anything on single queues. Is this possible? If not I can take a full dump and delete all the queues but need assurances that the queues and tickets I delete are purged. Thanks for you help! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 9 10:19:07 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Nov 2009 10:19:07 -0500 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: <1257757257.20972.12.camel@zitpcx6759> References: <4AF41E8E.3030507@desy.de> <20091106161842.GB23631@bestpractical.com> <1257757257.20972.12.camel@zitpcx6759> Message-ID: <20091109151907.GQ23631@bestpractical.com> > It was set true in RT_Config, after I set it to false, the "Show Result" > links now appear again in the left toolbar. > > I'm not sure if I understand the implication. Does it mean that RT now > checks credentials once per session? I get a cookie and afterwards > as long as I have this cookie there will be no mod_auth* communication That is correct. This is a new option in 3.8.6. The issue you're running into is clearly a bug that we need to fix for 3.8.7. But the workaround should be ok for now, I hope. > > best regards and thanks for your help! > > sven > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From bjoern.schulz at desy.de Mon Nov 9 10:31:37 2009 From: bjoern.schulz at desy.de (Bjoern Schulz) Date: Mon, 09 Nov 2009 16:31:37 +0100 Subject: [rt-users] Missing menu items - show results etc. In-Reply-To: <20091109151907.GQ23631@bestpractical.com> References: <4AF41E8E.3030507@desy.de> <20091106161842.GB23631@bestpractical.com> <1257757257.20972.12.camel@zitpcx6759> <20091109151907.GQ23631@bestpractical.com> Message-ID: <4AF835D9.7090509@desy.de> Hi Jesse! > > That is correct. This is a new option in 3.8.6. The issue you're running > into is clearly a bug that we need to fix for 3.8.7. But the workaround > should be ok for now, I hope. It's ok! Thx, Bj?rn From sean.sullivan at harmonixmusic.com Mon Nov 9 11:13:13 2009 From: sean.sullivan at harmonixmusic.com (Sean Sullivan) Date: Mon, 9 Nov 2009 11:13:13 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> <20091106164405.GH23631@bestpractical.com> Message-ID: <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> Jesse Vincent wrote: > >>> So, this is an RT extension. Which version of it are you using and where >>> did it come from? We certainly shouldn't be breaking our API in the >>> middle of a stable series, so I want to make sure it gets sorted out. >>> As an aside, 3.8.6 has been out for a week or so and has some fixes >>> you likely want. >> >> >> Thanks for the response! I didn't realize this was a plugin. I inherited this install and as you know it was a fair bit dated so I was asked to upgrade it. >> >> As far as my version of HTML::Mason, there appear to be 2 versions, 1.36 and 1.42. If I do: >> > > Ah, no. It was the "Kill" extension I was looking for the version of. > > find /opt/rt3/ -name \*Kill\* > > might be a start to tracking down the right files. Note also that after > an upgrade, you really need to clear /opt/rt3/var/mason_data/obj before > starting apache, otherwise you might get a skewed set of compiled mason > templates. > > > > That's the thing, there isn't any Kill module. That was the first thing I searched for when I noticed the issue. root at lechuck:~# find /opt/rt3/ -name \*Kill\* root at lechuck:~# find /opt/rt3.bak/ -name \*Kill\* root at lechuck:~# find /usr -name \*Kill\* No results for any of these searches. rt3.bak was our previous install where kill actually worked so if we ever had a module \*Kill\* it should still be in there at least. Unless of course it was in say /usr/lib/perl* and some other module ditched it when I updated it... I did the cache clearing during the update process so that shouldn't be an issue. -Sean From sergiocharpinel at gmail.com Mon Nov 9 11:10:14 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Mon, 9 Nov 2009 14:10:14 -0200 Subject: [rt-users] CommandbyMail rt 3.8.5 Message-ID: Hi, I have installed CommandByMail plugin, and added these lines do RT_SiteConfig.pm: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); But I getting this error: [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Extension-MergeUsers/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1104. If I copy /opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm to /opt/rt3/lib/RT/Interface/Email/Filter/TakeAction.pm , no error appear, and I can use Stats: resolved command for example. But I cant get CustomFields to work. For example, I have a CF called Problem time. So here is my message: --------------- CF.{CProblem Time}: 12 40 My messagee... ---------- But nothing happens to my Custom Field. Any ideas? Do I really have to copy the file, or there is something else that I have to do? Thanks in advance. -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 9 11:21:16 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Nov 2009 11:21:16 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working In-Reply-To: <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> <20091106164405.GH23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> Message-ID: <20091109162116.GS23631@bestpractical.com> > > root at lechuck:~# find /opt/rt3/ -name \*Kill\* > root at lechuck:~# find /opt/rt3.bak/ -name \*Kill\* > root at lechuck:~# find /usr -name \*Kill\* > > No results for any of these searches. I suspect it's time for the big guns. grep -ri kill /opt/rt3.bak/share grep -ri kill /opt/rt3.bak/lib You almost certainly want http://search.cpan.org/~JESSE/RT-Extension-QuickDelete/ to replace what you had. But we need to get rid of the old thing that's hanging around. > > rt3.bak was our previous install where kill actually worked so if we ever had a module \*Kill\* it should still be in there at least. Unless of course it was in say /usr/lib/perl* and some other module ditched it when I updated it... > > I did the cache clearing during the update process so that shouldn't be an issue. > > > -Sean > > -- From mvdwesthuizen at alldata.nl Mon Nov 9 11:10:38 2009 From: mvdwesthuizen at alldata.nl (Matt van der Westhuizen) Date: Mon, 9 Nov 2009 17:10:38 +0100 Subject: [rt-users] Multiple attachments in 3.8.6 Message-ID: <027D10C21E94C94982CA81CC16C28A100250BF37@mail-01.office.local> Hi all, Recently upgraded from 3.8.5, on both our production and development servers. Having trouble trying to add multiple attachments via the GUI. Uploading a single attachment is no problem, but when using "Add more files", the second just replaces the first attachment. It applies to both comments and correspondence, when replying to a certain transaction or just on the ticket. Sending in multiple attachments via mail works flawlessly... Looking at the change log and "diffing" some relevant files, there doesn't seem to be anything that could have caused this behaviour, only some (what appear to be) encoding changes to 'Ticket/Attachment/dhandler' (no changes to 'SelfService/Attachment/dhandler'). Both are virtual machines running FreeBSD 7.1, Apache2, mod_perl2 and MySQL 5.1 Anyone else experienced this behaviour? Kind regards and thanks in advance Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From sean.sullivan at harmonixmusic.com Mon Nov 9 11:24:15 2009 From: sean.sullivan at harmonixmusic.com (Sean Sullivan) Date: Mon, 9 Nov 2009 11:24:15 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> <20091106164405.GH23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> <20091109162116.GS23631@bestpractical.com> Message-ID: <247BD84584FB384ABEBADA1B28D1E74E01D7F616@otto.harmonixmusic.com> Jesse Vincent wrote: > >> root at lechuck:~# find /opt/rt3/ -name \*Kill\* >> root at lechuck:~# find /opt/rt3.bak/ -name \*Kill\* >> root at lechuck:~# find /usr -name \*Kill\* >> >> No results for any of these searches. > > I suspect it's time for the big guns. > > grep -ri kill /opt/rt3.bak/share > grep -ri kill /opt/rt3.bak/lib > > You almost certainly want > http://search.cpan.org/~JESSE/RT-Extension-QuickDelete/ to replace what > you had. But we need to get rid of the old thing that's hanging around. > > Here are the results: root at lechuck:~# grep -ri kill /opt/rt3.bak/share /opt/rt3.bak/share/html/Ticket/Display.html: if ($ARGS{'Action'} =~ /^(Steal|Kill|Take|SetTold)$/) { root at lechuck:~# grep -ri kill /opt/rt3.bak/lib /opt/rt3.bak/lib/RT/I18N/da.po:msgstr "Angiv objekter eller URL'er til tilknytning af objekter. Flere indtastninger adskilles med mellemrum." /opt/rt3.bak/lib/RT/I18N/da.po:msgstr "Angiv k?er eller URL'er til tilknytning af k?er. Flere indtastninger adskilles med mellemrum." /opt/rt3.bak/lib/RT/I18N/da.po:msgstr "Angiv sager eller URL'er til tilknytning af sager. Flere v?rdier adskilles med mellemrum." /opt/rt3.bak/lib/RT/I18N/es.po:msgid "Ticket killed" /opt/rt3.bak/lib/RT/I18N/fi.po:msgstr "Lis?? kaikille ty?jonoille yhteinen toiminto" /opt/rt3.bak/lib/RT/I18N/he.po:msgid "Ticket killed" /opt/rt3.bak/lib/RT/I18N/it.po:msgid "Ticket killed" /opt/rt3.bak/lib/RT/I18N/no.po:msgid "Ticket killed" /opt/rt3.bak/lib/RT/I18N/pt_br.po:msgid "Ticket killed" /opt/rt3.bak/lib/RT/I18N/ru.po:msgid "Ticket killed" /opt/rt3.bak/lib/RT/I18N/sv.po:msgstr "Det kr?vs ?tskilliga parametrar:" /opt/rt3.bak/lib/RT/I18N/zh_cn.po:msgid "Ticket killed" /opt/rt3.bak/lib/RT/I18N/zh_tw.po:msgid "Ticket killed" /opt/rt3.bak/lib/RT/StyleGuide.pod:not call C. Don't do it. /opt/rt3.bak/lib/RT/Ticket_Overlay.pm:# kill performance, bigtime. It gets kept in lockstep thanks to the magic of transactionalization /opt/rt3.bak/lib/RT/Ticket_Overlay.pm:# {{{ sub Kill /opt/rt3.bak/lib/RT/Ticket_Overlay.pm:=head2 Kill /opt/rt3.bak/lib/RT/Ticket_Overlay.pm:sub Kill { /opt/rt3.bak/lib/RT/Ticket_Overlay.pm: $RT::Logger->crit("'Kill' is deprecated. use 'Delete' instead at (". join(":",caller).")."); /opt/rt3.bak/lib/RT/Tickets_Overlay.pm: # "Kill It" - Jesse. /opt/rt3.bak/lib/t/data/nested-rfc-822: * Det =E4r en stor skillnad p=E5 hur det =E4r t=E4nkt att vara och hur det= And for the current install in case that's useful: root at lechuck:~# grep -ri kill /opt/rt3/lib /opt/rt3/lib/RT/I18N/da.po:msgstr "Angiv objekter eller URL'er til tilknytning af objekter. Flere indtastninger adskilles med mellemrum." /opt/rt3/lib/RT/I18N/da.po:msgstr "Angiv k?er eller URL'er til tilknytning af k?er. Flere indtastninger adskilles med mellemrum." /opt/rt3/lib/RT/I18N/da.po:msgstr "Angiv sager eller URL'er til tilknytning af sager. Flere v?rdier adskilles med mellemrum." /opt/rt3/lib/RT/I18N/es.po:msgid "Ticket killed" /opt/rt3/lib/RT/I18N/fi.po:msgstr "Lis?? kaikille jonoille yhteinen toiminto" /opt/rt3/lib/RT/I18N/fi.po:msgstr "Muokkaa erikoiskentti? kaikille ryhmille" /opt/rt3/lib/RT/I18N/fi.po:msgstr "Muokkaa erikoiskentti? kaikille jonoille" /opt/rt3/lib/RT/I18N/fi.po:msgstr "Muokkaa erikoiskentti? kaikille k?ytt?jille" /opt/rt3/lib/RT/I18N/fi.po:msgstr "Muokkaa erikoiskentti? kaikille tiketeille, kaikissa jonoissa" /opt/rt3/lib/RT/I18N/fi.po:msgstr "L?het? s?hk?posti kaikille valvojille" /opt/rt3/lib/RT/I18N/fi.po:msgstr "L?het? s?hk?posti kaikille valvojille kommenttina" /opt/rt3/lib/RT/I18N/fi.po:msgstr "Seuraavat kyselyt eiv?t ehk? ole mahdollisia kaikille k?ytt?jille jotka voivat n?hd? t?m?n ty?tilan." /opt/rt3/lib/RT/I18N/he.po:msgid "Ticket killed" /opt/rt3/lib/RT/I18N/it.po:msgid "Ticket killed" /opt/rt3/lib/RT/I18N/nb.po:msgid "Ticket killed" /opt/rt3/lib/RT/I18N/pt_BR.po:msgid "Ticket killed" /opt/rt3/lib/RT/I18N/sv.po:msgstr "Det kr?vs ?tskilliga parametrar:" /opt/rt3/lib/RT/I18N/zh_CN.po:msgid "Ticket killed" /opt/rt3/lib/RT/I18N/zh_TW.po:msgid "Ticket killed" /opt/rt3/lib/RT/StyleGuide.pod:not call C. Don't do it. /opt/rt3/lib/RT/Test.pm: kill 'INT', @SERVERS; /opt/rt3/lib/RT/Ticket_Overlay.pm: # kill performance, bigtime. It gets kept in lockstep thanks to the magic of transactionalization /opt/rt3/lib/RT/Tickets_Overlay.pm: # "Kill It" - Jesse. root at lechuck:~# grep -ri kill /opt/rt3/share /opt/rt3/share/html/NoAuth/RichText/FCKeditor/editor/lang/fi.js:DlnLnkMsgNoUrl : "Linkille on kirjoitettava URL", /opt/rt3/share/html/NoAuth/RichText/FCKeditor/editor/lang/nb.js:DlgReplaceCaseChk : "Skill mellom store og sm? bokstaver", /opt/rt3/share/html/NoAuth/RichText/FCKeditor/editor/lang/no.js:DlgReplaceCaseChk : "Skill mellom store og sm? bokstaver", /opt/rt3/share/html/NoAuth/RichText/FCKeditor/license.txt: sufficiently detailed for a recipient of ordinary skill to be able to /opt/rt3/share/html/Ticket/Display.html: if ($ARGS{'Action'} =~ /^(Steal|Kill|Take|SetTold)$/) { Thanks for the continued help Jessie! -Sean From jesse at bestpractical.com Mon Nov 9 11:58:50 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Nov 2009 11:58:50 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working In-Reply-To: <247BD84584FB384ABEBADA1B28D1E74E01D7F616@otto.harmonixmusic.com> References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> <20091106164405.GH23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> <20091109162116.GS23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F616@otto.harmonixmusic.com> Message-ID: <20091109165850.GV23631@bestpractical.com> On Mon, Nov 09, 2009 at 11:24:15AM -0500, Sean Sullivan wrote: > > > Jesse Vincent wrote: > > > >> root at lechuck:~# find /opt/rt3/ -name \*Kill\* > >> root at lechuck:~# find /opt/rt3.bak/ -name \*Kill\* > >> root at lechuck:~# find /usr -name \*Kill\* > >> > >> No results for any of these searches. > > > > I suspect it's time for the big guns. > > > > grep -ri kill /opt/rt3.bak/share > > grep -ri kill /opt/rt3.bak/lib And now, how about: grep -ri kill /opt/rt3.bak/local From jesse at bestpractical.com Mon Nov 9 12:06:33 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Nov 2009 12:06:33 -0500 Subject: [rt-users] Multiple attachments in 3.8.6 In-Reply-To: <027D10C21E94C94982CA81CC16C28A100250BF37@mail-01.office.local> References: <027D10C21E94C94982CA81CC16C28A100250BF37@mail-01.office.local> Message-ID: <20091109170633.GW23631@bestpractical.com> On Mon, Nov 09, 2009 at 05:10:38PM +0100, Matt van der Westhuizen wrote: > Hi all, Try this: http://lists.bestpractical.com/pipermail/rt-users/2009-November/062157.html > > > > Recently upgraded from 3.8.5, on both our production and development > servers. Having trouble trying to add multiple attachments via the GUI. > Uploading a single attachment is no problem, but when using "Add more > files", the second just replaces the first attachment. It applies to > both comments and correspondence, when replying to a certain transaction > or just on the ticket. Sending in multiple attachments via mail works > flawlessly... Looking at the change log and "diffing" some relevant > files, there doesn't seem to be anything that could have caused this > behaviour, only some (what appear to be) encoding changes to > 'Ticket/Attachment/dhandler' (no changes to > 'SelfService/Attachment/dhandler'). > > > > Both are virtual machines running FreeBSD 7.1, Apache2, mod_perl2 and > MySQL 5.1 > > > > Anyone else experienced this behaviour? > > > > Kind regards and thanks in advance > > > > 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 -- From sean.sullivan at harmonixmusic.com Mon Nov 9 12:06:24 2009 From: sean.sullivan at harmonixmusic.com (Sean Sullivan) Date: Mon, 9 Nov 2009 12:06:24 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> <20091106164405.GH23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> <20091109162116.GS23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F616@otto.harmonixmusic.com> <20091109165850.GV23631@bestpractical.com> Message-ID: <247BD84584FB384ABEBADA1B28D1E74E01D7F618@otto.harmonixmusic.com> > > > Jesse Vincent wrote: > > > >> root at lechuck:~# find /opt/rt3/ -name \*Kill\* > >> root at lechuck:~# find /opt/rt3.bak/ -name \*Kill\* > >> root at lechuck:~# find /usr -name \*Kill\* > >> > >> No results for any of these searches. > > > > I suspect it's time for the big guns. > > > > grep -ri kill /opt/rt3.bak/share > > grep -ri kill /opt/rt3.bak/lib > And now, how about: > > grep -ri kill /opt/rt3.bak/local root at lechuck:~# grep -ri kill /opt/rt3.bak/local /opt/rt3.bak/local/lib/RT/User_Vendor.pm: # Get DBI handle object (DBH), do SQL query, kill DBH Thats it. From jesse at bestpractical.com Mon Nov 9 13:38:08 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Nov 2009 13:38:08 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working In-Reply-To: <247BD84584FB384ABEBADA1B28D1E74E01D7F618@otto.harmonixmusic.com> References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> <20091106164405.GH23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> <20091109162116.GS23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F616@otto.harmonixmusic.com> <20091109165850.GV23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F618@otto.harmonixmusic.com> Message-ID: <20091109183808.GB23631@bestpractical.com> I'm stumped. Can you send a screenshot of your 3.6.6? From sean.sullivan at harmonixmusic.com Mon Nov 9 13:44:34 2009 From: sean.sullivan at harmonixmusic.com (Sean Sullivan) Date: Mon, 9 Nov 2009 13:44:34 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working References: <247BD84584FB384ABEBADA1B28D1E74E01D7F604@otto.harmonixmusic.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60A@otto.harmonixmusic.com> <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> <20091106164405.GH23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> <20091109162116.GS23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F616@otto.harmonixmusic.com> <20091109165850.GV23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F618@otto.harmonixmusic.com> <20091109183808.GB23631@bestpractical.com> Message-ID: <247BD84584FB384ABEBADA1B28D1E74E01D7F619@otto.harmonixmusic.com> > I'm stumped. Can you send a screenshot of your 3.6.6? Sure, here you are. I'm currently @ 3.6.5. -------------- next part -------------- A non-text attachment was scrubbed... Name: Screenshot-RT-at-a-glance.png Type: image/png Size: 62349 bytes Desc: Screenshot-RT-at-a-glance.png URL: From sergiocharpinel at gmail.com Mon Nov 9 13:56:05 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Mon, 9 Nov 2009 16:56:05 -0200 Subject: [rt-users] CommandbyMail rt 3.8.5 In-Reply-To: References: Message-ID: Seems like I cant use space in custom field name. And there is C before the name. Does anyone can use this plugin with space in custom fields? Thanks 2009/11/9 Sergio Charpinel Jr. > Hi, > > I have installed CommandByMail plugin, and added these lines do > RT_SiteConfig.pm: > > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); > > But I getting this error: > [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't > locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Extension-MergeUsers/lib > /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . > /etc/apache2) at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1104. > > If I copy > /opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm > to /opt/rt3/lib/RT/Interface/Email/Filter/TakeAction.pm , no error appear, > and I can use Stats: resolved command for example. But I cant get > CustomFields to work. > > For example, I have a CF called Problem time. > So here is my message: > --------------- > CF.{CProblem Time}: 12 40 > > My messagee... > ---------- > > But nothing happens to my Custom Field. > Any ideas? Do I really have to copy the file, or there is something else > that I have to do? > > Thanks in advance. > > -- > Sergio Roberto Charpinel Jr. > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ericksonj at Perry.K12.Mi.Us Mon Nov 9 13:59:03 2009 From: ericksonj at Perry.K12.Mi.Us (Erickson, Jason) Date: Mon, 9 Nov 2009 13:59:03 -0500 Subject: [rt-users] SMTP and Exchange 2007 Message-ID: <15FE6354B2A5F94F8F36F323D7E306FB02EDD93B40@ppsml02.PPSD.Perry.K12.MI.US> I am in the process integrating the helpdesk system with Exchange 2007. I can receive emails correctly and I have set up a smart host to work with another SMTP server that uses Plain Login. Now I need to configure it so it can authenticate with the Exchange server over ssl. Do I need to do something extra on my helpdesk server? Currently I have not set it up for SSL since I am using our Exchange server to send and receive emails. Jason Erickson -------------- next part -------------- An HTML attachment was scrubbed... URL: From juann.dlc at gmail.com Mon Nov 9 14:52:58 2009 From: juann.dlc at gmail.com (Juan N. DLC) Date: Mon, 9 Nov 2009 15:52:58 -0400 Subject: [rt-users] Custom Scrip for ticket move In-Reply-To: <20091102131532.GF9172@easter-eggs.com> References: <662d45d40910280602w7320dacek8247ffd9a26b9e5d@mail.gmail.com> <20091102131532.GF9172@easter-eggs.com> Message-ID: <662d45d40911091152i5560d144ked4773e7ebce7af4@mail.gmail.com> I can't get this to work. Coould you give me a hand? thanks On Mon, Nov 2, 2009 at 9:15 AM, Emmanuel Lacour wrote: > On Wed, Oct 28, 2009 at 09:02:09AM -0400, Juan N. DLC wrote: > > Hi to all, > > > > I want to know if someone have a scrip that make a ticket get the > priority > > and duedate from the queue is moving to. > > > > ej. > > > > Ticket#001 in queue#1 with duedate 1/priority 3 > > > > Ticket#001 have now a dudedate1 and priority 3 > > > > when the Ticket#001 is moved to queue#2 with duedate 3 / priority 1 - The > > ticket still have the queue#1 duedate/priority settings. > > > > Can some one be so kind to point me to the right direction here or can > give > > me a scrip for this. > > > > You have to create a scrip "On queue change", in this scrip, get the new > queue > > something like this: > > my $queue_id = $self->TransactionObj->NewValue; > my $queue = RT::Queue->new( $RT::SystemUser ); > $queue->Load($queue_id); > > get values for duedate and priority: > > $queue->DefaultDueIn; > $queue->InitialPriority; > > use those values to set them on the ticket: > > # Priority > $self->TicketObj->SetPriority($queue->InitialPriority); > > # Due Date > my $due_date = RT::Date->new($RT::SystemUser); > $due_date->Set(Format => 'ISO', Value => $self->TicketObj->Due); > $due_date->AddDays($queue->InitialPriority); > $self->TicketObj->SetDue($due_date->ISO); > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jrummel at imapp.com Mon Nov 9 16:57:18 2009 From: jrummel at imapp.com (jrummel) Date: Mon, 9 Nov 2009 13:57:18 -0800 (PST) Subject: [rt-users] Auto-creating a child ticket based on a custom field. Message-ID: <26274430.post@talk.nabble.com> Hi All, Here's what I'm looking to do: I have a queue called "Data Analysis". In this queue, there is a ticket custom field called "Progress". When someone changes the "Progress" custom field on the ticket to "Request Data", I want a child ticket created in the "Data Acquisition" queue and the owner set to "Sarah". Could someone please help me out with this? Thanks so much! -- View this message in context: http://old.nabble.com/Auto-creating-a-child-ticket-based-on-a-custom-field.-tp26274430p26274430.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rob.macgregor at gmail.com Mon Nov 9 16:52:29 2009 From: rob.macgregor at gmail.com (Rob MacGregor) Date: Mon, 9 Nov 2009 21:52:29 +0000 Subject: [rt-users] SMTP and Exchange 2007 In-Reply-To: <15FE6354B2A5F94F8F36F323D7E306FB02EDD93B40@ppsml02.PPSD.Perry.K12.MI.US> References: <15FE6354B2A5F94F8F36F323D7E306FB02EDD93B40@ppsml02.PPSD.Perry.K12.MI.US> Message-ID: <43ea8d070911091352s264cb0d8sfb390de7207bfeea@mail.gmail.com> On Mon, Nov 9, 2009 at 18:59, Erickson, Jason wrote: > I am in the process integrating the helpdesk system with Exchange 2007. I > can receive emails correctly and I have set up a smart host to work with > another SMTP server that uses Plain Login. Now I need to configure it so it > can authenticate with the Exchange server over ssl.? Do I need to do > something extra on my helpdesk server? Currently I have not set it up for > SSL since I am using our Exchange server to send and receive emails. What you do depends on the SMTP software running on your helpdesk system. Do you know what it is (if it's linux then it may be exim, postfix, sendmail or others)? -- Please keep list traffic on the list. Rob MacGregor Whoever fights monsters should see to it that in the process he doesn't become a monster. Friedrich Nietzsche From praveen.velu at hotmail.com Tue Nov 10 00:45:03 2009 From: praveen.velu at hotmail.com (Praveen Velu) Date: Tue, 10 Nov 2009 11:15:03 +0530 Subject: [rt-users] How to enable HTML trmplates in RT In-Reply-To: References: Message-ID: Dear Aaron, Thanks for your quick help. I added same template for testing. Still I am getting mails in text/plain format. Is there any settings I have to do for enable html in request tracker 3.8. If I reply to a mail from rt web interface by adding any hyper-links to body. I am not getting any hyper-links at receiving end. -Praveen- All I did was setup the templates as shown in the example below; Subject: Resolved: {$Ticket->Subject} Content-Type: text/html Content:

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Then clearly adjusted the scrips to fire off the amended template. This one was for OnResolve. -- Regards Aaron On Mon, Nov 9, 2009 at 6:11 PM, Praveen Velu wrote: Hi, I am using RT 3.8 installed in Debian Lenny. I changed my default templates to html. but I am getting mails in plain text. When i receive mails, header shows 'Content-Type: text/plain; charset="utf-8"'.After a long search I came to know that due to security RT enabled only text/plain. how can i enable html email in RT. Thanks for any help in advance -Praveen- http://windows.microsoft.com/shop Find the right PC for you. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Regards, Aaron _________________________________________________________________ New Windows 7: Find the right PC for you. Learn more. http://windows.microsoft.com/shop -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue Nov 10 03:44:45 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 10 Nov 2009 09:44:45 +0100 Subject: [rt-users] Strange Error in RT on Ownerchange In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940264CA7A@w3hamboex11.ger.win.int.kn> Hi RT Users, some of my users report the error below to me in some tickets (all created yesterday 3pm german time) if they try to take the ticket. Same occurs if they try to change the owner via Basics. We are sti?ll under RT 3.6.5 on Centos. No changes to RT during the last weeks so far i can remember ;-) Any idea what could happen to this tickets?! Thanks Torsten error: Can't call method "Delete" on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3068. context: ... 3064: 3065: # Delete the owner in the owner group, then add a new one 3066: # TODO: is this safe? it's not how we really want the API to work 3067: # for most things, but it's fast. 3068: my ( $del_id, $del_msg ) = $self->OwnerGroup->MembersObj->First->Delete(); 3069: unless ($del_id) { 3070: $RT::Handle->Rollback(); 3071: return ( 0, $self->loc("Could not change owner. ") . $del_msg ); 3072: } ... code stack: /opt/rt3/lib/RT/Ticket_Overlay.pm:3068 /opt/rt3/local/lib/RT/Interface/Web.pm:1264 /opt/rt3/share/html/Ticket/Modify.html:72 /opt/rt3/share/html/autohandler:291 raw error Can't call method "Delete" on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3068. Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Delete" on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3068.^J') called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3068 RT::Ticket::SetOwner('RT::Ticket=HASH(0x9cc95f0)', 3372372, 'Give') called at /opt/rt3/local/lib/RT/Interface/Web.pm line 1264 HTML::Mason::Commands::ProcessTicketBasics('TicketObj', 'RT::Ticket=HASH(0x9cc95f0)', 'ARGSRef', 'HASH(0x5e46f30)') called at /opt/rt3/share/html/Ticket/Modify.html line 72 HTML::Mason::Commands::__ANON__('TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372, 'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority', 0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id', 2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi orders not received yet', 'Priority', 0, 'Queue', 495, 'Object-RT::Ticket-2640283-CustomField-1344-Values', '') 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(0x471c360)', 'TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372, 'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority', 0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id', 2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi orders not received yet', 'Priority', 0, 'Queue', 495, 'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1284 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp(undef, undef, undef, 'TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372, 'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority', 0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id', 2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi orders not received yet', 'Priority', 0, 'Queue', 495, 'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at /opt/rt3/share/html/autohandler line 291 HTML::Mason::Commands::__ANON__('TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372, 'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority', 0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id', 2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi orders not received yet', 'Priority', 0, 'Queue', 495, 'Object-RT::Ticket-2640283-CustomField-1344-Values', '') 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(0x3dd2940)', 'TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372, 'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority', 0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id', 2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi orders not received yet', 'Priority', 0, 'Queue', 495, 'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp(undef, undef, undef, 'TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372, 'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority', 0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id', 2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi orders not received yet', 'Priority', 0, 'Queue', 495, 'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 425 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xccd5000)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 190 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 190 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xccd5000)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef, 'TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372, 'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority', 0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id', 2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi orders not received yet', 'Priority', 0, 'Queue', 495, 'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 121 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 121 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x380d2b0)', 'HASH(0xbac7070)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 73 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x380d2b0)', 'CGI::Fast=HASH(0x6cb07a0)') called at /opt/rt3/bin/mason_handler.fcgi line 78 eval {...} at /opt/rt3/bin/mason_handler.fcgi line 78 Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Tue Nov 10 07:56:31 2009 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 10 Nov 2009 13:56:31 +0100 Subject: [rt-users] Problems with rt-shredder / rt-validator In-Reply-To: <589c94400909100909v4be80e40t37ac37a7c022a5b1@mail.gmail.com> References: <1252571720.24741.14.camel@zitpcx6759> <589c94400909100909v4be80e40t37ac37a7c022a5b1@mail.gmail.com> Message-ID: <1257857791.5200.9.camel@zitpcx6759> Hello! I'm still interested to get rid of the ticket. Now with rt3.8.6 I still get # /opt/rt3/sbin/rt-shredder --plugin "Tickets=query,Status ='deleted' AND id=228186;limit,100" SQL dump file is '/root/20091110T124735-0001.sql' Next 1 objects would be deleted: RT::Ticket-228186 object Do you want to proceed? [y/N] y Couldn't wipeout object: Can't call method "IsLocal" on an undefined value at /opt/rt3/sbin/../lib/RT/URI.pm line 249, line 1. ===================== /root/20091110T124735-0001.sql: INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842057','2483006','842057','22064','2483006'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842057','2483007','842057','22064','2483000'); INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`) VALUES('842057','849693','22064'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842057','2483000','842057','842057','2483000'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113090',NULL,NULL,'842057','RT::Group',NULL,NULL,NULL,'0','Create'); INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','842057','228186',NULL,'Requestor'); INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','842057','842057','Group'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842058','2483004','842058','10','2483004'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842058','2483005','842058','10','2483001'); INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`) VALUES('842058','849692','10'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842058','2483001','842058','842058','2483001'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113091',NULL,NULL,'842058','RT::Group',NULL,NULL,NULL,'0','Create'); INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','842058','228186',NULL,'Owner'); INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','842058','842058','Group'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842059','2483002','842059','842059','2483002'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113092',NULL,NULL,'842059','RT::Group',NULL,NULL,NULL,'0','Create'); INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','842059','228186',NULL,'Cc'); INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','842059','842059','Group'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842060','2483003','842060','842060','2483003'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113093',NULL,NULL,'842060','RT::Group',NULL,NULL,NULL,'0','Create'); INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','842060','228186',NULL,'AdminCc'); INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','842060','842060','Group'); INSERT INTO `Attachments`(`content`,`contentencoding`,`contenttype`,`created`,`creator`,`filename`,`headers`,`id`,`messageid`,`parent`,`subject`,`transactionid`) VALUES('xxxx','none','text/plain','2007-07-30 12:21:57','1',NULL,'Content-Type: text/plain\nContent-Disposition: inline\nContent-Transfer-Encoding: binary\nMIME-Version: 1.0\nX-Mailer: MIME-tools 5.420 (Entity 5.420)\n','621573','','0','','1113094'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113094',NULL,NULL,'228186','RT::Ticket',NULL,NULL,NULL,'0','Create'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-09-18 14:15:43','22064',NULL,'Status','1172242',NULL,'deleted','228186','RT::Ticket',NULL,'new',NULL,'0','Status'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2009-09-10 14:13:25','22064',NULL,'Status','2215411',NULL,'open','228186','RT::Ticket',NULL,'deleted',NULL,'0','Status'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2009-09-10 14:13:45','22064',NULL,'Status','2215414',NULL,'deleted','228186','RT::Ticket',NULL,'open',NULL,'0','Status'); On Thu, 2009-09-10 at 20:09 +0400, Ruslan Zakirov wrote: > Hi Sven, > > rt-validator lacks some checks regarding links and probably doesn't > catch many cases regarding Links table. > > On Thu, Sep 10, 2009 at 12:35 PM, Sven > Sternberger wrote: > > Hello! > > > > RT3.8.4/mysql5/ScientificLinux 5 (RHEL-Clone) > > > > I try to erease an old tickets from our RT, but this fails with the > > message "Couldn't wipeout object: Can't call method "IsLocal" on an > > undefined value at /opt/rt3/sbin/../lib/RT/URI.pm line 249, line > > 1." > > > > I tried rt-validator. But this don't help, the ticket can't be > > wipeout afterwards. * > > > > If I try to open the ticket in the Web-UI, the Link-Box is missing > > instead there is the message Can't call method "Object" on an undefined > > value at /opt/rt3/bin/../lib/RT/URI.pm line 232" > > > > I found one record in the Links table which referenced this ticket > > (as LocalBase). I deleted this record, but the problem remains. * > > > > (* on a test machine, with copy of the production data) > > > > Any ideas what I can do to repair the DB? > > > > best regards! > > > > sven > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > From nimbius at SDF.LONESTAR.ORG Tue Nov 10 08:02:00 2009 From: nimbius at SDF.LONESTAR.ORG (John Roman) Date: Tue, 10 Nov 2009 13:02:00 +0000 (UTC) Subject: [rt-users] bulk rights change for users? Message-ID: Greetings, is it possible to apply a "bulk" rights change to every RT users, or a set of users accounts such that the "let user be granted rights" option is removed? Thank you nimbius at sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org From sergiocharpinel at gmail.com Tue Nov 10 08:02:36 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Tue, 10 Nov 2009 11:02:36 -0200 Subject: [rt-users] CommandbyMail rt 3.8.5 In-Reply-To: References: Message-ID: Now I can use spaces between custom field name. I changed line 200 from last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; to: last if $line !~ /^(?:(.+)\s*?:\s*?(.*)\s*?|)$/; and there is no C before custom fields name ( at least in version 0.07 ) of commandbymail. Bye 2009/11/9 Sergio Charpinel Jr. > Seems like I cant use space in custom field name. And there is C before the > name. > Does anyone can use this plugin with space in custom fields? > > Thanks > > 2009/11/9 Sergio Charpinel Jr. > > Hi, >> >> I have installed CommandByMail plugin, and added these lines do >> RT_SiteConfig.pm: >> >> Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); >> Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); >> >> But I getting this error: >> [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't >> locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: >> /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Extension-MergeUsers/lib >> /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 >> /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 >> /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . >> /etc/apache2) at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1104. >> >> If I copy >> /opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm >> to /opt/rt3/lib/RT/Interface/Email/Filter/TakeAction.pm , no error appear, >> and I can use Stats: resolved command for example. But I cant get >> CustomFields to work. >> >> For example, I have a CF called Problem time. >> So here is my message: >> --------------- >> CF.{CProblem Time}: 12 40 >> >> My messagee... >> ---------- >> >> But nothing happens to my Custom Field. >> Any ideas? Do I really have to copy the file, or there is something else >> that I have to do? >> >> Thanks in advance. >> >> -- >> Sergio Roberto Charpinel Jr. >> > > > > -- > Sergio Roberto Charpinel Jr. > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Tue Nov 10 08:25:54 2009 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Tue, 10 Nov 2009 14:25:54 +0100 Subject: [rt-users] bulk rights change for users? In-Reply-To: References: Message-ID: <4AF969E2.5070502@mococo.nl> John Roman wrote: > Greetings, > is it possible to apply a "bulk" rights change to every RT users, or a set > of users accounts such that the "let user be granted rights" option is > removed? > > Thank you > > > nimbius at sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > I promised a looonnng time ago I would post a couple of scripts which would do mass changes to rights in RT. If time permitting I'll schedule that post to the wiki this week or at the latest next week, famous last words ;-) Regards, Joop From torsten.brumm at Kuehne-Nagel.com Tue Nov 10 08:50:54 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 10 Nov 2009 14:50:54 +0100 Subject: [rt-users] Problems with rt-shredder / rt-validator In-Reply-To: <1257857791.5200.9.camel@zitpcx6759> References: <1252571720.24741.14.camel@zitpcx6759><589c94400909100909v4be80e40t37ac37a7c022a5b1@mail.gmail.com> <1257857791.5200.9.camel@zitpcx6759> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940264CB80@w3hamboex11.ger.win.int.kn> Hi Sven, i remember this problem at our installation some years ago, a hint from Ruz was to check inside the link table for this ticket number and fix the problem directly here (hopefully i remember correctly) @Ruz: I think this solved the problem for us, several hundret years ago ;-) @Sven: Wie siehts mit nem Treffen Anfang Dezember bei Euch aus? Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Sven Sternberger Gesendet: Dienstag, 10. November 2009 13:57 An: Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Problems with rt-shredder / rt-validator Hello! I'm still interested to get rid of the ticket. Now with rt3.8.6 I still get # /opt/rt3/sbin/rt-shredder --plugin "Tickets=query,Status ='deleted' AND id=228186;limit,100" SQL dump file is '/root/20091110T124735-0001.sql' Next 1 objects would be deleted: RT::Ticket-228186 object Do you want to proceed? [y/N] y Couldn't wipeout object: Can't call method "IsLocal" on an undefined value at /opt/rt3/sbin/../lib/RT/URI.pm line 249, line 1. ===================== /root/20091110T124735-0001.sql: INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842057','2483006','842057','22064','2483006'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842057','2483007','842057','22064','2483000'); INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`) VALUES('842057','849693','22064'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842057','2483000','842057','842057','2483000'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113090',NULL,NULL,'842057','RT::Group',NULL,NULL,NULL,'0','Create'); INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','842057','228186',NULL,'Requestor'); INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','842057','842057','Group'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842058','2483004','842058','10','2483004'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842058','2483005','842058','10','2483001'); INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`) VALUES('842058','849692','10'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842058','2483001','842058','842058','2483001'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113091',NULL,NULL,'842058','RT::Group',NULL,NULL,NULL,'0','Create'); INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','842058','228186',NULL,'Owner'); INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','842058','842058','Group'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842059','2483002','842059','842059','2483002'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113092',NULL,NULL,'842059','RT::Group',NULL,NULL,NULL,'0','Create'); INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','842059','228186',NULL,'Cc'); INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','842059','842059','Group'); INSERT INTO `CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`) VALUES('0','842060','2483003','842060','842060','2483003'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113093',NULL,NULL,'842060','RT::Group',NULL,NULL,NULL,'0','Create'); INSERT INTO `Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`) VALUES(NULL,'RT::Ticket-Role','842060','228186',NULL,'AdminCc'); INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`) VALUES('0','842060','842060','Group'); INSERT INTO `Attachments`(`content`,`contentencoding`,`contenttype`,`created`,`creator`,`filename`,`headers`,`id`,`messageid`,`parent`,`subject`,`transactionid`) VALUES('xxxx','none','text/plain','2007-07-30 12:21:57','1',NULL,'Content-Type: text/plain\nContent-Disposition: inline\nContent-Transfer-Encoding: binary\nMIME-Version: 1.0\nX-Mailer: MIME-tools 5.420 (Entity 5.420)\n','621573','','0','','1113094'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-07-30 12:21:57','1',NULL,NULL,'1113094',NULL,NULL,'228186','RT::Ticket',NULL,NULL,NULL,'0','Create'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2007-09-18 14:15:43','22064',NULL,'Status','1172242',NULL,'deleted','228186','RT::Ticket',NULL,'new',NULL,'0','Status'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2009-09-10 14:13:25','22064',NULL,'Status','2215411',NULL,'open','228186','RT::Ticket',NULL,'deleted',NULL,'0','Status'); INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2009-09-10 14:13:45','22064',NULL,'Status','2215414',NULL,'deleted','228186','RT::Ticket',NULL,'open',NULL,'0','Status'); On Thu, 2009-09-10 at 20:09 +0400, Ruslan Zakirov wrote: > Hi Sven, > > rt-validator lacks some checks regarding links and probably doesn't > catch many cases regarding Links table. > > On Thu, Sep 10, 2009 at 12:35 PM, Sven > Sternberger wrote: > > Hello! > > > > RT3.8.4/mysql5/ScientificLinux 5 (RHEL-Clone) > > > > I try to erease an old tickets from our RT, but this fails with the > > message "Couldn't wipeout object: Can't call method "IsLocal" on an > > undefined value at /opt/rt3/sbin/../lib/RT/URI.pm line 249, > > line 1." > > > > I tried rt-validator. But this don't help, the ticket can't be > > wipeout afterwards. * > > > > If I try to open the ticket in the Web-UI, the Link-Box is missing > > instead there is the message Can't call method "Object" on an > > undefined value at /opt/rt3/bin/../lib/RT/URI.pm line 232" > > > > I found one record in the Links table which referenced this ticket > > (as LocalBase). I deleted this record, but the problem remains. * > > > > (* on a test machine, with copy of the production data) > > > > Any ideas what I can do to repair the DB? > > > > best regards! > > > > sven > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jpierce at cambridgeenergyalliance.org Tue Nov 10 10:53:58 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Nov 2009 10:53:58 -0500 Subject: [rt-users] Strange Error in RT on Ownerchange In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940264CA7A@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB03940264CA7A@w3hamboex11.ger.win.int.kn> Message-ID: > Any idea what could happen to this tickets?! Something in this chain is returning undef; $self->OwnerGroup->MembersObj Presumably there are no owners to begin with. -- Cambridge Energy Alliance: Save money. Save the planet. From ericksonj at Perry.K12.Mi.Us Tue Nov 10 11:13:04 2009 From: ericksonj at Perry.K12.Mi.Us (Erickson, Jason) Date: Tue, 10 Nov 2009 11:13:04 -0500 Subject: [rt-users] SMTP and Exchange 2007 In-Reply-To: <43ea8d070911091352s264cb0d8sfb390de7207bfeea@mail.gmail.com> References: <15FE6354B2A5F94F8F36F323D7E306FB02EDD93B40@ppsml02.PPSD.Perry.K12.MI.US> <43ea8d070911091352s264cb0d8sfb390de7207bfeea@mail.gmail.com> Message-ID: <15FE6354B2A5F94F8F36F323D7E306FB02EDD93C49@ppsml02.PPSD.Perry.K12.MI.US> I am using sendmail with sendmail-cf installed. I am running it on fedora core 11 and I used the tutorial for installation for a new system off of the website. It is a single purpose server. Jason -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob MacGregor Sent: Monday, November 09, 2009 4:52 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] SMTP and Exchange 2007 On Mon, Nov 9, 2009 at 18:59, Erickson, Jason wrote: > I am in the process integrating the helpdesk system with Exchange > 2007. I can receive emails correctly and I have set up a smart host to > work with another SMTP server that uses Plain Login. Now I need to > configure it so it can authenticate with the Exchange server over ssl.? > Do I need to do something extra on my helpdesk server? Currently I > have not set it up for SSL since I am using our Exchange server to send and receive emails. What you do depends on the SMTP software running on your helpdesk system. Do you know what it is (if it's linux then it may be exim, postfix, sendmail or others)? -- Please keep list traffic on the list. Rob MacGregor Whoever fights monsters should see to it that in the process he doesn't become a monster. Friedrich Nietzsche _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Tue Nov 10 11:19:16 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 10 Nov 2009 17:19:16 +0100 Subject: [rt-users] Strange Error in RT on Ownerchange In-Reply-To: References: <16426EA38D57E74CB1DE5A6AE1DB03940264CA7A@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940264CBE2@w3hamboex11.ger.win.int.kn> Hi Jerrad, thanks for the hint, i look into all the tickets with this error (i'm happy, only 6 Tickets) and none of them have a owner, also not owned by NOBODY. After searching my log, i found someone from our operating has restartet one of our webservers at the time this tickets where created. OK, i cloned them to a new, now all is fine. Thanks Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Gesendet: Dienstag, 10. November 2009 16:54 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Strange Error in RT on Ownerchange > Any idea what could happen to this tickets?! Something in this chain is returning undef; $self->OwnerGroup->MembersObj Presumably there are no owners to begin with. -- Cambridge Energy Alliance: Save money. Save the planet. From dominic.hargreaves at oucs.ox.ac.uk Tue Nov 10 11:21:11 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 10 Nov 2009 16:21:11 +0000 Subject: [rt-users] rt2tort3 import errors In-Reply-To: <20091104192017.GQ13819@bestpractical.com> References: <20091103162426.GK3647@gunboat-diplomat.oucs.ox.ac.uk> <20091103163017.GW13819@bestpractical.com> <20091103181258.GM3647@gunboat-diplomat.oucs.ox.ac.uk> <20091104192017.GQ13819@bestpractical.com> Message-ID: <20091110162111.GP3575@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Nov 04, 2009 at 02:20:17PM -0500, Jesse Vincent wrote: > This is, indeed, a bit weird. The next step is likely instrumenting > around line 500 of Ticket_Overlay.pm Turns out that this problem was a caching error. rt2tort3 had not been updated to take account of http://github.com/bestpractical/rt/commit/e252f7ff5202b710dc3339dba2f950df802540e8 (ironic, since http://github.com/bestpractical/rt/commit/3f5b52e511574fb2d350b94957c8b1566fcb473b suggests that that config was put in specifically for the importer :) I thought that I had read that people had used rt2tort3 successfully with RT3.8 but maybe I'm wrong. Or possibly noone has used the incremental mode? I've a number of patches to rt2tort3 I'd like to feed upstream; what's the best place for them? rt.cpan.org? -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From jesse at bestpractical.com Tue Nov 10 11:53:37 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Nov 2009 11:53:37 -0500 Subject: [rt-users] rt2tort3 import errors In-Reply-To: <20091110162111.GP3575@gunboat-diplomat.oucs.ox.ac.uk> References: <20091103162426.GK3647@gunboat-diplomat.oucs.ox.ac.uk> <20091103163017.GW13819@bestpractical.com> <20091103181258.GM3647@gunboat-diplomat.oucs.ox.ac.uk> <20091104192017.GQ13819@bestpractical.com> <20091110162111.GP3575@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091110165336.GK23631@bestpractical.com> > > I've a number of patches to rt2tort3 I'd like to feed upstream; Fantastic. > what's the best place for them? rt.cpan.org? Nominally yes. But it depends a bit on what you're using for development. If it happens to be a public git repo, I can just pull from you. -j From derek.williamson at kingarthurflour.com Tue Nov 10 11:46:16 2009 From: derek.williamson at kingarthurflour.com (Derek Williamson) Date: Tue, 10 Nov 2009 11:46:16 -0500 Subject: [rt-users] No email to Requester Message-ID: <168E3086F15BA14BA5140EA92CED40DD0636C6E2@lancelot.kaf.kingarthurflour.com> Using RT 3.8.1 I'm looking to set a scrip so that the requester do *not* receive email. The scenario is Ticket is created in queue A. This is transferred to queue B (sometimes). After done with ticket, it's sent back to queue A. The only time the requester is contacted is when the ticket is IN queue A, so I'd like to block email sent to requester (while still keeping that information) when it is in queue B. This can be done manually to each ticket, click/save the requester to not receive email, so it seems like there should be an easy way to set this. On queue change or something. Any thoughts? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Tue Nov 10 12:19:35 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Nov 2009 12:19:35 -0500 Subject: [rt-users] No email to Requester In-Reply-To: <168E3086F15BA14BA5140EA92CED40DD0636C6E2@lancelot.kaf.kingarthurflour.com> References: <168E3086F15BA14BA5140EA92CED40DD0636C6E2@lancelot.kaf.kingarthurflour.com> Message-ID: Simply make local null (return 0) version of the Notify recipients scrip in queue B. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Tue Nov 10 12:21:42 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Nov 2009 12:21:42 -0500 Subject: [rt-users] No email to Requester In-Reply-To: References: <168E3086F15BA14BA5140EA92CED40DD0636C6E2@lancelot.kaf.kingarthurflour.com> Message-ID: Bloody gmail sent previous too soon... Simply make local null (return 0) version of the "On Correspond Notify Requestors and Ccs" scrip in queue B. OR Make the Correspondence template in that queue blank. -- Cambridge Energy Alliance: Save money. Save the planet. From jesse at bestpractical.com Tue Nov 10 12:33:58 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Nov 2009 12:33:58 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working In-Reply-To: <247BD84584FB384ABEBADA1B28D1E74E01D7F619@otto.harmonixmusic.com> References: <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> <20091106164405.GH23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> <20091109162116.GS23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F616@otto.harmonixmusic.com> <20091109165850.GV23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F618@otto.harmonixmusic.com> <20091109183808.GB23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F619@otto.harmonixmusic.com> Message-ID: <20091110173358.GX23631@bestpractical.com> > > Sure, here you are. I'm currently @ 3.6.5. Right. that's just a custom saved search format. YOu'll want to read up on editing saved searches. -jesse -- From sean.sullivan at harmonixmusic.com Tue Nov 10 12:39:51 2009 From: sean.sullivan at harmonixmusic.com (Sean Sullivan) Date: Tue, 10 Nov 2009 12:39:51 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working References: <20091105184848.GA16238@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F60E@otto.harmonixmusic.com> <20091106164405.GH23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> <20091109162116.GS23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F616@otto.harmonixmusic.com> <20091109165850.GV23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F618@otto.harmonixmusic.com> <20091109183808.GB23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F619@otto.harmonixmusic.com> <20091110173358.GX23631@bestpractical.com> Message-ID: <247BD84584FB384ABEBADA1B28D1E74E01D7F61F@otto.harmonixmusic.com> Jesse Vincent wrote: > >> Sure, here you are. I'm currently @ 3.6.5. > > Right. that's just a custom saved search format. YOu'll want to read up > on editing saved searches. > > -jesse > > I'm confused. What is just a custom search? The KILL link there used in that one tkt under "10 newest unowned tickets"? -Sean From jesse at bestpractical.com Tue Nov 10 12:41:21 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Nov 2009 12:41:21 -0500 Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working In-Reply-To: <247BD84584FB384ABEBADA1B28D1E74E01D7F61F@otto.harmonixmusic.com> References: <20091106164405.GH23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F613@otto.harmonixmusic.com> <20091109162116.GS23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F616@otto.harmonixmusic.com> <20091109165850.GV23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F618@otto.harmonixmusic.com> <20091109183808.GB23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F619@otto.harmonixmusic.com> <20091110173358.GX23631@bestpractical.com> <247BD84584FB384ABEBADA1B28D1E74E01D7F61F@otto.harmonixmusic.com> Message-ID: <20091110174121.GZ23631@bestpractical.com> On Tue, Nov 10, 2009 at 12:39:51PM -0500, Sean Sullivan wrote: > > > Jesse Vincent wrote: > > > >> Sure, here you are. I'm currently @ 3.6.5. > > > > Right. that's just a custom saved search format. YOu'll want to read up > > on editing saved searches. > > > > -jesse > > > > > I'm confused. What is just a custom search? The KILL link there used in that one tkt under "10 newest unowned tickets"? Not as shipped. Those formats are customizable. > -Sean > -- From b-waller at onu.edu Tue Nov 10 14:05:40 2009 From: b-waller at onu.edu (Waller, Bradley) Date: Tue, 10 Nov 2009 14:05:40 -0500 Subject: [rt-users] Search Results Display Message-ID: <3644613EFE537C4191731FD6DF23A2550CDE75B4@onuex3.ad.onu.edu> I have been looking all over the net and can't find an answer. Here is what my problem is: When I do a search I want the results to include the Requestors Address1 field, but cannot figure out how to make it display. I figured out how to make custom fields display, but not Requestor.Address1. Any help would be greatly appreciated. Thank you, Brad Waller -------------- next part -------------- An HTML attachment was scrubbed... URL: From b-waller at onu.edu Tue Nov 10 13:58:22 2009 From: b-waller at onu.edu (Waller, Bradley) Date: Tue, 10 Nov 2009 13:58:22 -0500 Subject: [rt-users] (no subject) Message-ID: <3644613EFE537C4191731FD6DF23A2550CDE7599@onuex3.ad.onu.edu> subscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Nov 10 14:28:10 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 10 Nov 2009 13:28:10 -0600 Subject: [rt-users] Search Results Display In-Reply-To: <3644613EFE537C4191731FD6DF23A2550CDE75B4@onuex3.ad.onu.edu> References: <3644613EFE537C4191731FD6DF23A2550CDE75B4@onuex3.ad.onu.edu> Message-ID: <20091110192810.GA10895@it.is.rice.edu> On Tue, Nov 10, 2009 at 02:05:40PM -0500, Waller, Bradley wrote: > I have been looking all over the net and can't find an answer. Here is > what my problem is: When I do a search I want the results to include > the Requestors Address1 field, but cannot figure out how to make it > display. I figured out how to make custom fields display, but not > Requestor.Address1. Any help would be greatly appreciated. > > > > Thank you, > > > > > > Brad Waller > One idea: You can populate a CF on creation that you can then display in a search. Ken From jpierce at cambridgeenergyalliance.org Tue Nov 10 14:51:56 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Nov 2009 14:51:56 -0500 Subject: [rt-users] Search Results Display In-Reply-To: <3644613EFE537C4191731FD6DF23A2550CDE75B4@onuex3.ad.onu.edu> References: <3644613EFE537C4191731FD6DF23A2550CDE75B4@onuex3.ad.onu.edu> Message-ID: On Tue, Nov 10, 2009 at 14:05, Waller, Bradley wrote: > I have been looking all over the net and can?t find an answer. Here is what > my problem is:? When I do a search I want the results to include the > Requestors Address1 field, but cannot figure out how to make it display. I > figured out how to make custom fields display, but not Requestor.Address1. > Any help would be greatly appreciated. Alas, user data is not generally accessible in the system. I believe I recently shared a modification we've made to Results.TSV to include requestor info there. You could adapt and merge that into a custom version of Results.html -- Cambridge Energy Alliance: Save money. Save the planet. From jake at elsif.net Tue Nov 10 15:36:28 2009 From: jake at elsif.net (elsif) Date: Tue, 10 Nov 2009 15:36:28 -0500 (EST) Subject: [rt-users] Customizing look and feel Message-ID: <20091110153455.A13025@disintegration.igs.net> I know I've found the answer to this in the past, but I can't seem to find it anywhere now. How do I change the background color of RT? I've replaced the gradient file, and that works for the top portion of the RT main page...but I can't seem to change the bottom portion of the RT main page no matter what I try modifying in the .CSS files. Thanks, -jake From falcone at bestpractical.com Tue Nov 10 16:22:23 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 10 Nov 2009 16:22:23 -0500 Subject: [rt-users] CommandbyMail rt 3.8.5 In-Reply-To: References: Message-ID: <20091110212223.GA1043@jibsheet.com> On Tue, Nov 10, 2009 at 11:02:36AM -0200, Sergio Charpinel Jr. wrote: > Now I can use spaces between custom field name. > > I changed line 200 from > last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; > > to: > last if $line !~ /^(?:(.+)\s*?:\s*?(.*)\s*?|)$/; > > and there is no C before custom fields name ( at least in version 0.07 ) of commandbymail. I believe this is already fixed in the 0.08_01 development release. > I have installed CommandByMail plugin, and added these lines do RT_SiteConfig.pm: > > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); Do you have another @Plugins line, possibly something involding RT::Extension::MErgeUsers? Your @INC below makes no mention of RT-FM or RT-Extension-CommandByMail > But I getting this error: > [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate > RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib > /opt/rt3/local/plugins/RT-Extension-MergeUsers/lib /opt/rt3/bin/../lib /etc/perl > /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at > /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1104. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sergiocharpinel at gmail.com Tue Nov 10 16:43:33 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Tue, 10 Nov 2009 18:43:33 -0300 Subject: [rt-users] CommandbyMail rt 3.8.5 In-Reply-To: <20091110212223.GA1043@jibsheet.com> References: <20091110212223.GA1043@jibsheet.com> Message-ID: Yes This are my lines: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set(@Plugins,(qw(RT::FM RT::Extension::MandatorySubject))); Set(@Plugins,(qw(RT::FM RT::Extension::MandatoryRequestor))); Set(@Plugins,(qw(RT::FM RTx::Calendar))); Set(@Plugins,(qw(RT::FM RT::Extension::SearchResults::XLS))); Set(@Plugins,(qw(RT::FM RTx::EmailCompletion))); Set(@Plugins,(qw(RT::FM RT::Extension::ResetPassword))); Set(@Plugins,(qw(RT::FM RT::Extension::ActivityReports))); Set(@Plugins, qw(RT::FM)); Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); Set(@Plugins, qw(RT::Extension::MergeUsers)); 2009/11/10 Kevin Falcone > On Tue, Nov 10, 2009 at 11:02:36AM -0200, Sergio Charpinel Jr. wrote: > > Now I can use spaces between custom field name. > > > > I changed line 200 from > > last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; > > > > to: > > last if $line !~ /^(?:(.+)\s*?:\s*?(.*)\s*?|)$/; > > > > and there is no C before custom fields name ( at least in version 0.07 > ) of commandbymail. > > I believe this is already fixed in the 0.08_01 development release. > > > I have installed CommandByMail plugin, and added these lines do > RT_SiteConfig.pm: > > > > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > > Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); > > Do you have another @Plugins line, possibly something involding > RT::Extension::MErgeUsers? Your @INC below makes no mention of RT-FM > or RT-Extension-CommandByMail > > > But I getting this error: > > [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: > Can't locate > > RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib > > /opt/rt3/local/plugins/RT-Extension-MergeUsers/lib > /opt/rt3/bin/../lib /etc/perl > > /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 > /usr/lib/perl5 /usr/share/perl5 > > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . > /etc/apache2) at > > /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1104. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Tue Nov 10 17:04:26 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 10 Nov 2009 17:04:26 -0500 Subject: [rt-users] CommandbyMail rt 3.8.5 In-Reply-To: References: <20091110212223.GA1043@jibsheet.com> Message-ID: On Tue, Nov 10, 2009 at 16:43, Sergio Charpinel Jr. wrote: > Yes > This are my lines: > > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > > Set(@Plugins,(qw(RT::FM RT::Extension::MandatorySubject))); > Set(@Plugins,(qw(RT::FM RT::Extension::MandatoryRequestor))); > Set(@Plugins,(qw(RT::FM RTx::Calendar))); > Set(@Plugins,(qw(RT::FM RT::Extension::SearchResults::XLS))); > Set(@Plugins,(qw(RT::FM RTx::EmailCompletion))); > Set(@Plugins,(qw(RT::FM RT::Extension::ResetPassword))); > Set(@Plugins,(qw(RT::FM RT::Extension::ActivityReports))); > Set(@Plugins, qw(RT::FM)); > Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); > Set(@Plugins, qw(RT::Extension::MergeUsers)); This should really be something like: Set(@Plugins, qw(RT::FM RT::Extension::MandatorySubject RT::Extension::MandatoryRequestor RTx::Calendar RT::Extension::SearchResults::XLS RTx::EmailCompletion RT::Extension::ResetPassword RT::Extension::ActivityReports RT::Extension::CommandByMail RT::Extension::MergeUsers)); Even if setting @Plugins multiple times made sense, what's the point of listing RT::FM a dozen times? From gordon at cryologic.com Tue Nov 10 19:50:20 2009 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 11 Nov 2009 11:50:20 +1100 Subject: [rt-users] Version of RT that works with RT-Extension-MandatorySubject-0.01 Message-ID: <4AFA0A4C.5070000@cryologic.com> Hi, I had a look in the documentation but couldn't easily find which version of RT this extension works with. V0.02 and V0.03 state they require RT 3.8.3 at least. I am still running RT-3.6.7. thanks Gordon From aaron at guise.net.nz Tue Nov 10 21:00:48 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Wed, 11 Nov 2009 15:00:48 +1300 Subject: [rt-users] How to enable HTML trmplates in RT In-Reply-To: References: Message-ID: This may have some bearing on things, unsure but worth a try. In RT_SiteConfig.pm make sure to have, if you don't then add these in. Set($TrustHTMLAttachments, 1); Set($PreferRichText, 1); Another thing, not the empty line under Content: If you don't have this blank line the template will not work as HTML. -- Regards Aaron On Tue, Nov 10, 2009 at 6:45 PM, Praveen Velu wrote: > Dear Aaron, > > Thanks for your quick help. I added same template for testing. Still I am > getting mails in text/plain format. Is there any settings I have to do for > enable html in request tracker 3.8. > > If I reply to a mail from rt web interface by adding any hyper-links to > body. I am not getting any hyper-links at receiving end. > > -Praveen- > > > **All I did was setup the templates as shown in the example below; > > Subject: Resolved: {$Ticket->Subject} > Content-Type: text/html > Content: > > > > > > > > > >
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> > Then clearly adjusted the scrips to fire off the amended template. This > one was for OnResolve. > > -- > Regards > > Aaron > > On Mon, Nov 9, 2009 at 6:11 PM, Praveen Velu wrote: > > Hi, > > I am using RT 3.8 installed in Debian Lenny. I changed my default templates > to html. but I am getting mails in plain text. When i receive mails, header > shows *'Content-Type:* text/plain; charset="utf-8"'.After a long search I > came to know that due to security RT enabled only text/plain. how can i > enable html email in RT. > Thanks for any help in advance > > -Praveen- > > ------------------------------ > http://windows.microsoft.com/shop Find the right PC for you. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > Regards, > > Aaron > > > ------------------------------ > New Windows 7: Find the right PC for you. Learn more. > -- Regards, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Nov 10 21:03:40 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 10 Nov 2009 21:03:40 -0500 Subject: [rt-users] Version of RT that works with RT-Extension-MandatorySubject-0.01 In-Reply-To: <4AFA0A4C.5070000@cryologic.com> References: <4AFA0A4C.5070000@cryologic.com> Message-ID: <20091111020340.GB1043@jibsheet.com> On Wed, Nov 11, 2009 at 11:50:20AM +1100, gordon at cryologic.com wrote: > I had a look in the documentation but couldn't easily find which version > of RT this extension works with. > > V0.02 and V0.03 state they require RT 3.8.3 at least. > > I am still running RT-3.6.7. The callback used wasn't added until 3.8.1 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From praveen.velu at hotmail.com Wed Nov 11 04:05:39 2009 From: praveen.velu at hotmail.com (Praveen Velu) Date: Wed, 11 Nov 2009 14:35:39 +0530 Subject: [rt-users] How to enable HTML trmplates in RT In-Reply-To: References: Message-ID: Hi, I have added these settings in RT_SiteConfig.pm. Still I am getting mails in plain/text format. I have installed Request tracker 3.8 in Debian Lenny -Praveen- This may have some bearing on things, unsure but worth a try. In RT_SiteConfig.pm make sure to have, if you don't then add these in. Set($TrustHTMLAttachments, 1); Set($PreferRichText, 1); Another thing, not the empty line under Content: If you don't have this blank line the template will not work as HTML. -- Regards Aaron On Tue, Nov 10, 2009 at 6:45 PM, Praveen Velu wrote: Dear Aaron, Thanks for your quick help. I added same template for testing. Still I am getting mails in text/plain format. Is there any settings I have to do for enable html in request tracker 3.8. If I reply to a mail from rt web interface by adding any hyper-links to body. I am not getting any hyper-links at receiving end. -Praveen- All I did was setup the templates as shown in the example below; Subject: Resolved: {$Ticket->Subject} Content-Type: text/html Content:

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Then clearly adjusted the scrips to fire off the amended template. This one was for OnResolve. -- Regards Aaron On Mon, Nov 9, 2009 at 6:11 PM, Praveen Velu wrote: Hi, I am using RT 3.8 installed in Debian Lenny. I changed my default templates to html. but I am getting mails in plain text. When i receive mails, header shows 'Content-Type: text/plain; charset="utf-8"'.After a long search I came to know that due to security RT enabled only text/plain. how can i enable html email in RT. Thanks for any help in advance -Praveen- http://windows.microsoft.com/shop Find the right PC for you. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Regards, Aaron New Windows 7: Find the right PC for you. Learn more. -- Regards, Aaron _________________________________________________________________ Windows 7: Find the right PC for you. Learn more. http://windows.microsoft.com/shop -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Wed Nov 11 09:13:50 2009 From: mathieu at closetwork.org (Mathieu Longtin) Date: Wed, 11 Nov 2009 09:13:50 -0500 Subject: [rt-users] text attachment get mixed up Message-ID: <539eb5520911110613y42dc7e2bpd0e8e57189751f94@mail.gmail.com> When a text attachment is added to a ticket, the emails RT sends put the attachment as body, and the actual message as an attachment. It does that both when creating a ticket using the web interface, and when sending an email with an attachment. It's probably that the code doesn't pick the right plain/text attachment. This is RT 3.8.5. -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Wed Nov 11 09:22:48 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 11 Nov 2009 06:22:48 -0800 Subject: [rt-users] text attachment get mixed up In-Reply-To: <539eb5520911110613y42dc7e2bpd0e8e57189751f94@mail.gmail.com> References: <539eb5520911110613y42dc7e2bpd0e8e57189751f94@mail.gmail.com> Message-ID: I see this too. Is there any fix out there for this? -Ashish ________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathieu Longtin [mathieu at closetwork.org] Sent: Wednesday, November 11, 2009 7:43 PM To: RT Users Mailing List (E-mail) Subject: [rt-users] text attachment get mixed up When a text attachment is added to a ticket, the emails RT sends put the attachment as body, and the actual message as an attachment. It does that both when creating a ticket using the web interface, and when sending an email with an attachment. It's probably that the code doesn't pick the right plain/text attachment. This is RT 3.8.5. -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Wed Nov 11 10:24:43 2009 From: mathieu at closetwork.org (Mathieu Longtin) Date: Wed, 11 Nov 2009 10:24:43 -0500 Subject: [rt-users] text attachment get mixed up In-Reply-To: References: <539eb5520911110613y42dc7e2bpd0e8e57189751f94@mail.gmail.com> Message-ID: <539eb5520911110724q34e37072h29767dcbd4cc158@mail.gmail.com> Looking at the code for 3.8.6, it looks like something has changed in that code, but I'm not sure this issue is fixed. Here's the structure of an email where this happens: ID PARENT SUBJECT FILENAME CONTENTTYPE ----- ------ --------------- ------------------- --------------------- 53345 0 email subject NULL multipart/mixed 53346 53345 NULL NULL multipart/alternative 53347 53346 NULL NULL text/plain 53348 53346 NULL NULL text/html 53349 53345 NULL filename.txt text/plain But if RT sees a multipart/* as the main message, it assumes the first text/plain it finds is the right one. But if the first attachment is in a multipart/mixed is a multipart/alternative, then you have to get the first text/plain in there. -- Mathieu Longtin 1-514-803-8977 On Wed, Nov 11, 2009 at 9:22 AM, Potla, Ashish Bassaliel < c_apotla at qualcomm.com> wrote: > I see this too. Is there any fix out there for this? > > -Ashish > ------------------------------ > *From:* rt-users-bounces at lists.bestpractical.com [ > rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathieu Longtin [ > mathieu at closetwork.org] > *Sent:* Wednesday, November 11, 2009 7:43 PM > *To:* RT Users Mailing List (E-mail) > *Subject:* [rt-users] text attachment get mixed up > > When a text attachment is added to a ticket, the emails RT sends put the > attachment as body, and the actual message as an attachment. > > It does that both when creating a ticket using the web interface, and when > sending an email with an attachment. > > It's probably that the code doesn't pick the right plain/text attachment. > > This is RT 3.8.5. > > -- > Mathieu Longtin > 1-514-803-8977 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From skbech at bio.ku.dk Wed Nov 11 13:36:24 2009 From: skbech at bio.ku.dk (Sune K. Bech) Date: Wed, 11 Nov 2009 19:36:24 +0100 Subject: [rt-users] (no subject) Message-ID: <9B9733A5CB62754BA5BBA6780477D0936CAADC@MAILSERVER2.akizci.ku.dk> subscribe Med venlig hilsen/Best regards Sune K. Bech IT-systemadministrator / Science-IT K?benhavns Universitet Biologisk Institut Ole Maal?es Vej 5 2400 K?benhavn N tlf : + 45 35 32 37 12 Mobil: + 45 28 75 37 12 Email: skbech at bio.ku.dk -------------- next part -------------- An HTML attachment was scrubbed... URL: From skbech at bio.ku.dk Wed Nov 11 14:00:39 2009 From: skbech at bio.ku.dk (Sune K. Bech) Date: Wed, 11 Nov 2009 20:00:39 +0100 Subject: [rt-users] Email replies to existing tickets created over email do not add to existing ticket, but create a new. Message-ID: <9B9733A5CB62754BA5BBA6780477D0936CAAE2@MAILSERVER2.akizci.ku.dk> Hi I have a problem that is driving me nuts, I have just installed the latest RT, using almost default settings. When a user writes to requests at myisp.com an ticket gets created and he gets an email greeting reply where the ticket number is in the subject, if the user then replies to this email he gets a new ticket and a new email reply. The desired result was that if the user replied to a existing ticket, his reply is added as an comment to the existing ticket. I have also tried to create an extra email for the comments, called requests_comment at myisp.com and configured the "Reply Address" and "Comment Address" but still no success, I get an new ticket every time. I am using fetchmail # requests at myisp.com poll 192.11.11.11 protocol pop3 username requests password Bla Bla mda "/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://www.myisp.com/rt/" no keep poll 192.11.11.11 protocol pop3 username requests_comment password Bla Bla mda "/opt/rt3/bin/rt-mailgate --queue General --action comment --url http://www.myisp.com/rt/" no keep What am I doing wrong. Best regards Sune K. Bech -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Nov 11 14:31:09 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 11 Nov 2009 11:31:09 -0800 Subject: [rt-users] Email replies to existing tickets created over email do not add to existing ticket, but create a new. In-Reply-To: <9B9733A5CB62754BA5BBA6780477D0936CAAE2@MAILSERVER2.akizci.ku.dk> References: <9B9733A5CB62754BA5BBA6780477D0936CAAE2@MAILSERVER2.akizci.ku.dk> Message-ID: <4AFB10FD.90202@lbl.gov> Sune, Tell the user to NOT use the "Reply All", but the "Reply" only. Additionally, if they make sure that the RT email address is a "Bcc" or "cc" that will keep a new ticket from being created. Kenn LBNL On 11/11/2009 11:00 AM, Sune K. Bech wrote: > > Hi > > > > I have a problem that is driving me nuts, I have just installed the > latest RT, using almost default settings. > > > > When a user writes to requests at myisp.com an ticket gets created and he > gets an email greeting reply where the ticket number is in the > subject, if the user then replies > > to this email he gets a new ticket and a new email reply. > > > > The desired result was that if the user replied to a existing ticket, > his reply is added as an comment to the existing ticket. > > > > I have also tried to create an extra email for the comments, called > requests_comment at myisp.com and > configured the "Reply Address" and "Comment Address" but still no > success, I get an new ticket every time. > > > > I am using fetchmail > > > > # requests at myisp.com > > poll 192.11.11.11 > > protocol pop3 > > username requests password Bla Bla > > mda "/opt/rt3/bin/rt-mailgate --queue General --action correspond > --url http://www.myisp.com/rt/" > > no keep > > > > poll 192.11.11.11 > > protocol pop3 > > username requests_comment password Bla Bla > > mda "/opt/rt3/bin/rt-mailgate --queue General --action comment --url > http://www.myisp.com/rt/" > > no keep > > > > What am I doing wrong. > > > > Best regards > > Sune K. Bech > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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.Johnson at NorMed.ca Wed Nov 11 14:33:27 2009 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Wed, 11 Nov 2009 14:33:27 -0500 Subject: [rt-users] Email replies to existing tickets created over email donot add to existing ticket, bu In-Reply-To: <9B9733A5CB62754BA5BBA6780477D0936CAAE2@MAILSERVER2.akizci.ku.dk> References: <9B9733A5CB62754BA5BBA6780477D0936CAAE2@MAILSERVER2.akizci.ku.dk> Message-ID: <4AFACB1F.4EF5.001E.0@NorMed.ca> The only thing I can think of is that your RT name isn't the same in the subject line... so it thinks the [rtname #rtnumber] isn't anything related to RT. Does the new ticket have a subject line that has the tag of the old ticket in it? By tag I mean the [rtname #rtnumber] in the subject line? or does RT strip that out? Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.johnson at normed.ca Technology assistance: email nosmhelpdesk at normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 >>> "Sune K. Bech" 11/11/2009 2:00 pm >>> Hi I have a problem that is driving me nuts, I have just installed the latest RT, using almost default settings. When a user writes to requests at myisp.com an ticket gets created and he gets an email greeting reply where the ticket number is in the subject, if the user then replies to this email he gets a new ticket and a new email reply. The desired result was that if the user replied to a existing ticket, his reply is added as an comment to the existing ticket. I have also tried to create an extra email for the comments, called requests_comment at myisp.com and configured the ?Reply Address? and ?Comment Address? but still no success, I get an new ticket every time. I am using fetchmail # requests at myisp.com poll 192.11.11.11 protocol pop3 username requests password Bla Bla mda "/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://www.myisp.com/rt/" no keep poll 192.11.11.11 protocol pop3 username requests_comment password Bla Bla mda "/opt/rt3/bin/rt-mailgate --queue General --action comment --url http://www.myisp.com/rt/" no keep What am I doing wrong. Best regards Sune K. Bech -------------- next part -------------- An HTML attachment was scrubbed... URL: From change+lists.rt at nightwind.net Wed Nov 11 17:10:17 2009 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Wed, 11 Nov 2009 14:10:17 -0800 Subject: [rt-users] Problems with LogToSyslogConf Message-ID: <1257977417.11790.1344766307@webmail.messagingengine.com> I seem to be having trouble with setting the LogToSyslogConf option, specifically overriding the default ident (multiple instances, I want to be able to tell the errors apart). Set(@$LogToSyslogConf, (ident => 'compserv_test')); results in the error Not a SCALAR reference at /home/rt/test_compserv_rt/bin/../lib/RT/Config.pm line 661. Set(@$LogToSyslogConf, (ident = 'compserv_test')); results in the error Can't modify constant item in scalar assignment at /home/rt/test_compserv_rt/etc/RT_SiteConfig.pm line 34, near "'compserv_test')" @$LogToSyslogConf = (ident => 'compserv_test'); No error, but no effect Am I typo-ing something and just not seeing it? From kmckinnis at tivo.com Wed Nov 11 18:13:58 2009 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Wed, 11 Nov 2009 15:13:58 -0800 Subject: [rt-users] RTFM install make initdb path question Message-ID: <79E0423E511EB7469840F12A98F81BC80600773428@CORPEX01.Tivo.com> Trying to install RTFM 2.4.2 on RT 3.4.5 on RHEL4. My rt is installed in /usr/local/rt but for some reason, rt-setup-database is in /usr/sbin. I have no idea why. But I can't find what to edit in order to give it the correct path for installation. Thanks in advance! [root at sjspdsupport-test RTFM-2.4.2]# make initdb /usr/bin/perl -Ilib -I/usr/local/rt/lib -I/usr/lib/rt /usr/local/rt/rt-setup-database --action schema --datadir etc --dba rt --prompt-for-dba-password Can't open perl script "/usr/local/rt/rt-setup-database": No such file or directory. Use -S to search $PATH for it. ...returned with error: 512 make: *** [initdb] Error 2 ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ________________________________ This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmckinnis at tivo.com Wed Nov 11 18:20:35 2009 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Wed, 11 Nov 2009 15:20:35 -0800 Subject: [rt-users] RTFM install make initdb path question In-Reply-To: <79E0423E511EB7469840F12A98F81BC80600773428@CORPEX01.Tivo.com> References: <79E0423E511EB7469840F12A98F81BC80600773428@CORPEX01.Tivo.com> Message-ID: <79E0423E511EB7469840F12A98F81BC80600773429@CORPEX01.Tivo.com> Nevermind... I tricked it with a symlink :) ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Wednesday, November 11, 2009 3:14 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RTFM install make initdb path question Trying to install RTFM 2.4.2 on RT 3.4.5 on RHEL4. My rt is installed in /usr/local/rt but for some reason, rt-setup-database is in /usr/sbin. I have no idea why. But I can't find what to edit in order to give it the correct path for installation. Thanks in advance! [root at sjspdsupport-test RTFM-2.4.2]# make initdb /usr/bin/perl -Ilib -I/usr/local/rt/lib -I/usr/lib/rt /usr/local/rt/rt-setup-database --action schema --datadir etc --dba rt --prompt-for-dba-password Can't open perl script "/usr/local/rt/rt-setup-database": No such file or directory. Use -S to search $PATH for it. ...returned with error: 512 make: *** [initdb] Error 2 ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ________________________________ This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. ________________________________ This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Nov 11 22:24:44 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 12 Nov 2009 06:24:44 +0300 Subject: [rt-users] Problems with LogToSyslogConf In-Reply-To: <1257977417.11790.1344766307@webmail.messagingengine.com> References: <1257977417.11790.1344766307@webmail.messagingengine.com> Message-ID: <589c94400911111924u4150aacdw1a80b375eb462839@mail.gmail.com> Set(@LogToSyslogConf, (ident => 'compserv_test')); On Thu, Nov 12, 2009 at 1:10 AM, Nick Kartsioukas wrote: > I seem to be having trouble with setting the LogToSyslogConf option, > specifically overriding the default ident (multiple instances, I want to > be able to tell the errors apart). > > Set(@$LogToSyslogConf, (ident => 'compserv_test')); > results in the error > Not a SCALAR reference at > /home/rt/test_compserv_rt/bin/../lib/RT/Config.pm line 661. > > Set(@$LogToSyslogConf, (ident = 'compserv_test')); > results in the error > Can't modify constant item in scalar assignment at > /home/rt/test_compserv_rt/etc/RT_SiteConfig.pm line 34, near > "'compserv_test')" > > @$LogToSyslogConf = (ident => 'compserv_test'); > No error, but no effect > > Am I typo-ing something and just not seeing 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 > -- Best regards, Ruslan. From Mike at TheSheenGroup.com Wed Nov 11 23:48:00 2009 From: Mike at TheSheenGroup.com (Mike) Date: Wed, 11 Nov 2009 20:48:00 -0800 Subject: [rt-users] Perl is Broken after Centos 5.4 update Message-ID: <013701ca6353$513ce0a0$f3b6a1e0$@com> Does anyone have suggestions on how to repair perl after Centos-5.4 upgrade? I was running Centos 5.2, mysql and modperl2. Update brought down Centos 5.4 and a gazillion other updates. After which: Apache would not start. "make testdeps" will not run with *** No rule to make target `testdeps'. Stop. error. installed dependancies using "perl sbin/rt-test-dependencies --with-mysql --with-modper2 --install Apache starts with ?httpd dead but subsys locked? error. - yum upgrade perl-File-Temp 455 packages excluded due to repository priority protections Setting up Upgrade Process Package(s) perl-File-Temp available, but not installed. No Packages marked for Update I see a lot of talk about how redhat messed up perl, but I have not seen clear instructions on how to fix or prevent it again. -Mike Sitzer -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Thu Nov 12 00:02:30 2009 From: mathieu at closetwork.org (Mathieu Longtin) Date: Thu, 12 Nov 2009 00:02:30 -0500 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <013701ca6353$513ce0a0$f3b6a1e0$@com> References: <013701ca6353$513ce0a0$f3b6a1e0$@com> Message-ID: <539eb5520911112102o42ed4844u18e120f5e4b96493@mail.gmail.com> How to fix it: cpan File::Temp How to future proof it: Setup cpan to install File::Temp in site_perl instead of the default location, that way it won't get overwritten next time perl is updated. -- Mathieu Longtin 1-514-803-8977 On Wed, Nov 11, 2009 at 11:48 PM, Mike wrote: > Does anyone have suggestions on how to repair perl after Centos-5.4 > upgrade? > > > > I was running Centos 5.2, mysql and modperl2. > > Update brought down Centos 5.4 and a gazillion other updates. > > After which: > > Apache would not start. > > "make testdeps" will not run with *** No rule to make target `testdeps'. > Stop. error. > > installed dependancies using "perl sbin/rt-test-dependencies --with-mysql > --with-modper2 --install > > Apache starts with ?httpd dead but subsys locked? error. > > > > - yum upgrade perl-File-Temp > 455 packages excluded due to repository priority protections > Setting up Upgrade Process > Package(s) perl-File-Temp available, but not installed. > No Packages marked for Update > > > > I see a lot of talk about how redhat messed up perl, but I have not seen > clear instructions on how to fix or prevent it again. > > > > -Mike Sitzer > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 skbech at bio.ku.dk Thu Nov 12 03:48:52 2009 From: skbech at bio.ku.dk (Sune K. Bech) Date: Thu, 12 Nov 2009 09:48:52 +0100 Subject: [rt-users] Email replies to existing tickets created over emaildonot add to existing ticket, bu References: <9B9733A5CB62754BA5BBA6780477D0936CAAE2@MAILSERVER2.akizci.ku.dk> <4AFACB1F.4EF5.001E.0@NorMed.ca> Message-ID: <9B9733A5CB62754BA5BBA6780477D093FB4B@MAILSERVER2.akizci.ku.dk> **I start by sending an email to requests at myisp.com, and receive a greeting. --------------------------------------------------------------------------- Subject: [Biology #22] AutoReply: testes est set se tse Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "testes est set se tse", 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 [Biology #22]. Please include the string: [Biology #22] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, requests_comment at myisp.com --------------------------------------------------------------------------- ** I then via email make a normal reply to the ticket --------------------------------------------------------------------------- Subject: [Biology #23] AutoReply: RE: [Biology #22] AutoReply: testes est set se tse Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "RE: [Biology #22] AutoReply: testes est set se tse ", 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 [Biology #23]. Please include the string: [Biology #23] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, requests_comment at myisp.com ------------------------------------------------------------------------- super Med venlig hilsen/Best regards Sune K. Bech -----Original Message----- From: Department of Biology via RT [mailto:requests_comment at myisp.com] Sent: 11. november 2009 19:16 To: Sune K. Bech Subject: [Biology #22] AutoReply: testes est set se tse Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "testes est set se tse", 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 [Biology #22]. Please include the string: [Biology #22] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, requests_comment at myisp.com ------------------------------------------------------------------------- Se tse tse t Med venlig hilsen/Best regards Sune K. Bech ________________________________ Fra: rt-users-bounces at lists.bestpractical.com p? vegne af Mike Johnson Sendt: on 11-11-2009 20:33 Til: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Email replies to existing tickets created over emaildonot add to existing ticket, bu The only thing I can think of is that your RT name isn't the same in the subject line... so it thinks the [rtname #rtnumber] isn't anything related to RT. Does the new ticket have a subject line that has the tag of the old ticket in it? By tag I mean the [rtname #rtnumber] in the subject line? or does RT strip that out? Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.johnson at normed.ca Technology assistance: email nosmhelpdesk at normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 >>> "Sune K. Bech" 11/11/2009 2:00 pm >>> Hi I have a problem that is driving me nuts, I have just installed the latest RT, using almost default settings. When a user writes to requests at myisp.com an ticket gets created and he gets an email greeting reply where the ticket number is in the subject, if the user then replies to this email he gets a new ticket and a new email reply. The desired result was that if the user replied to a existing ticket, his reply is added as an comment to the existing ticket. I have also tried to create an extra email for the comments, called requests_comment at myisp.com and configured the "Reply Address" and "Comment Address" but still no success, I get an new ticket every time. I am using fetchmail # requests at myisp.com poll 192.11.11.11 protocol pop3 username requests password Bla Bla mda "/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://www.myisp.com/rt/" no keep poll 192.11.11.11 protocol pop3 username requests_comment password Bla Bla mda "/opt/rt3/bin/rt-mailgate --queue General --action comment --url http://www.myisp.com/rt/" no keep What am I doing wrong. Best regards Sune K. Bech From johndchapman at hotmail.com Thu Nov 12 06:34:18 2009 From: johndchapman at hotmail.com (John David Chapman) Date: Thu, 12 Nov 2009 03:34:18 -0800 (PST) Subject: [rt-users] "Ticket creation failed" after I deleted support queue Message-ID: <26315341.post@talk.nabble.com> Hi, I set up some new queues, and I didn't need the (default?) "support queue anymore. So I deleted it. Then I get "Ticket creation failed" anytime I try and email RT. Manual ticket creation within the GUI works though, (although it goes to a queue when I don't want it to). I tried recreating "support" and also "Support", but no joy. Any ideas how I can fix this? Thanks -- View this message in context: http://old.nabble.com/%22Ticket-creation-failed%22-after-I-deleted-support-queue-tp26315341p26315341.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From JoopvandeWege at mococo.nl Thu Nov 12 06:44:05 2009 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 12 Nov 2009 12:44:05 +0100 Subject: [rt-users] "Ticket creation failed" after I deleted support queue In-Reply-To: <26315341.post@talk.nabble.com> References: <26315341.post@talk.nabble.com> Message-ID: <4AFBF505.3090003@mococo.nl> John David Chapman wrote: > Hi, > > I set up some new queues, and I didn't need the (default?) "support queue > anymore. So I deleted it. > > Then I get "Ticket creation failed" anytime I try and email RT. Manual > ticket creation within the GUI works though, (although it goes to a queue > when I don't want it to). > Check your rt-mailgate command in /etc/aliases Regards, Joop From matteo at metatype.it Thu Nov 12 07:06:14 2009 From: matteo at metatype.it (Matteo Centonza) Date: Thu, 12 Nov 2009 13:06:14 +0100 Subject: [rt-users] RT and Explorer 8 problem Message-ID: <1258027574.20176.18.camel@cerberus.metatype.it> Hi, hope someone help me investigate this issue. We have a 3.8.2 RT installation and we had no problem so far. Recently we have had reports regarding broken comments on tickets (chewed up, incomplete, broken end of lines). We've tried to narrow down the issue and seems to be replicable with Internet Exporer 8. This installation has been cleanly customized through callbacks and we are fairly confident to not introduce regressions in this area. We have even tried to upload fckeditor to latest version (2.6.5), but no cigar. Does this rings any bell? Thanks in advance, -m -- Matteo Centonza http://www.metatype.it From mfinn at nbutexas.com Thu Nov 12 09:49:31 2009 From: mfinn at nbutexas.com (Michael Finn) Date: Thu, 12 Nov 2009 08:49:31 -0600 Subject: [rt-users] RT and Explorer 8 problem In-Reply-To: <1258027574.20176.18.camel@cerberus.metatype.it> References: <1258027574.20176.18.camel@cerberus.metatype.it> Message-ID: Sounds like the IE problem we tracked down earlier this year -- it is related to signatures and the rich-text editor. Try removing the signature from your preferences, and see if that fixes it. If so, the problem has been resolved as of 3.8.3 and newer. Sincerely, Mike -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matteo Centonza Sent: Thursday, November 12, 2009 6:06 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT and Explorer 8 problem Hi, hope someone help me investigate this issue. We have a 3.8.2 RT installation and we had no problem so far. Recently we have had reports regarding broken comments on tickets (chewed up, incomplete, broken end of lines). We've tried to narrow down the issue and seems to be replicable with Internet Exporer 8. This installation has been cleanly customized through callbacks and we are fairly confident to not introduce regressions in this area. We have even tried to upload fckeditor to latest version (2.6.5), but no cigar. Does this rings any bell? Thanks in advance, -m -- Matteo Centonza http://www.metatype.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 change+lists.rt at nightwind.net Thu Nov 12 13:18:32 2009 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 12 Nov 2009 10:18:32 -0800 Subject: [rt-users] Problems with LogToSyslogConf [fixed] In-Reply-To: <589c94400911111924u4150aacdw1a80b375eb462839@mail.gmail.com> References: <1257977417.11790.1344766307@webmail.messagingengine.com> <589c94400911111924u4150aacdw1a80b375eb462839@mail.gmail.com> Message-ID: <1258049912.25712.1344920863@webmail.messagingengine.com> On Thu, 12 Nov 2009 06:24:44 +0300, "Ruslan Zakirov" said: > Set(@LogToSyslogConf, (ident => 'compserv_test')); Oh, crud...now I see my typo, @$LogToSyslogConf...thanks! From kmckinnis at tivo.com Thu Nov 12 16:59:40 2009 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Thu, 12 Nov 2009 13:59:40 -0800 Subject: [rt-users] how to re-order custom fields? Message-ID: <79E0423E511EB7469840F12A98F81BC80600773430@CORPEX01.Tivo.com> How can I force the ordering of custom fields? The fields under RTFM Content seem to be showing up in an arbitrary order, that makes no sense to the user. ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ________________________________ This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Nov 12 17:29:36 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 12 Nov 2009 14:29:36 -0800 Subject: [rt-users] how to re-order custom fields? In-Reply-To: <79E0423E511EB7469840F12A98F81BC80600773430@CORPEX01.Tivo.com> References: <79E0423E511EB7469840F12A98F81BC80600773430@CORPEX01.Tivo.com> Message-ID: <4AFC8C50.6030207@lbl.gov> Kimberly, Global CF's come before "Queue" CF's. To set the sequence of how a CF shows up in a ticket, you have to set that on a queue by queue basis. So, you navigate thus: Configuration->Queues->(select the Queue)->Ticket Custom Fields. At that point, you move the CF's up or down as you desire. Make sure you erase your cache. Kenn LBNL On 11/12/2009 1:59 PM, Kimberly McKinnis wrote: > > How can I force the ordering of custom fields? The fields under RTFM > Content seem to be showing up in an arbitrary order, that makes no > sense to the user. > > > > ~~ > > Kimberly McKinnis > > System Operations Engineer > > Service Provider Division, TiVo Inc > > 408-519-9607 > > > > > > > > > > > > > > > > > > > > > > ------------------------------------------------------------------------ > This email and any attachments may contain confidential and privileged > material for the sole use of the intended recipient. Any review, > copying, or distribution of this email (or any attachments) by others > is prohibited. If you are not the intended recipient, please contact > the sender immediately and permanently delete this email and any > attachments. No employee or agent of TiVo Inc. is authorized to > conclude any binding agreement on behalf of TiVo Inc. by email. > Binding agreements with TiVo Inc. may only be made by a signed written > agreement. > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kmckinnis at tivo.com Thu Nov 12 17:45:10 2009 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Thu, 12 Nov 2009 14:45:10 -0800 Subject: [rt-users] how to re-order custom fields? In-Reply-To: <4AFC8C50.6030207@lbl.gov> References: <79E0423E511EB7469840F12A98F81BC80600773430@CORPEX01.Tivo.com> <4AFC8C50.6030207@lbl.gov> Message-ID: <79E0423E511EB7469840F12A98F81BC80600773432@CORPEX01.Tivo.com> Aha, didn't see that in the pdf howto I was reading. Thanks! I don't suppose anyone knows of a good document about rtfm permissions? I want a user to be able to search on articles themselves, but not be able to create articles. Everytime I grant "see class", they are able to create articles themselves. But only having "show article" isn't allowing them to do searches. Thanks! ________________________________ From: Ken Crocker [mailto:kfcrocker at lbl.gov] Sent: Thursday, November 12, 2009 2:30 PM To: Kimberly McKinnis Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] how to re-order custom fields? Kimberly, Global CF's come before "Queue" CF's. To set the sequence of how a CF shows up in a ticket, you have to set that on a queue by queue basis. So, you navigate thus: Configuration->Queues->(select the Queue)->Ticket Custom Fields. At that point, you move the CF's up or down as you desire. Make sure you erase your cache. Kenn LBNL On 11/12/2009 1:59 PM, Kimberly McKinnis wrote: How can I force the ordering of custom fields? The fields under RTFM Content seem to be showing up in an arbitrary order, that makes no sense to the user. ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 &nb sp; ________________________________ This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. ________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ________________________________ This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Thu Nov 12 22:18:57 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Fri, 13 Nov 2009 16:18:57 +1300 Subject: [rt-users] Scrip Question Message-ID: Hi All, Silly question but, how can I access the Attachments for a related Transaction via a scrip? I am wanting to collect a piece out of the plaintext content to populate a CF on comment. -- Regards, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From Mike at TheSheenGroup.com Fri Nov 13 00:27:23 2009 From: Mike at TheSheenGroup.com (Mike) Date: Thu, 12 Nov 2009 21:27:23 -0800 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <539eb5520911112102o42ed4844u18e120f5e4b96493@mail.gmail.com> References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <539eb5520911112102o42ed4844u18e120f5e4b96493@mail.gmail.com> Message-ID: <018e01ca6421$fef507d0$fcdf1770$@com> I am disappointed to report that the fix did not resolve my issues. I still receive ?httpd dead but subsys locked? when restarting httd. When I try to get to RT, it attempts to open a xxxx.part file. xxxx changes each time. Are there other cpan modules that I need to install? Could there be scripts that are no longer available? FYI. I am also running RTFM. Thank you in advance, -Mike Sitzer 707.477-4077 From: Mathieu Longtin [mailto:mathieu at closetwork.org] Sent: Wednesday, November 11, 2009 9:02 PM To: Mike at thesheengroup.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl is Broken after Centos 5.4 update How to fix it: cpan File::Temp How to future proof it: Setup cpan to install File::Temp in site_perl instead of the default location, that way it won't get overwritten next time perl is updated. -- Mathieu Longtin 1-514-803-8977 On Wed, Nov 11, 2009 at 11:48 PM, Mike wrote: Does anyone have suggestions on how to repair perl after Centos-5.4 upgrade? I was running Centos 5.2, mysql and modperl2. Update brought down Centos 5.4 and a gazillion other updates. After which: Apache would not start. "make testdeps" will not run with *** No rule to make target `testdeps'. Stop. error. installed dependancies using "perl sbin/rt-test-dependencies --with-mysql --with-modper2 --install Apache starts with ?httpd dead but subsys locked? error. - yum upgrade perl-File-Temp 455 packages excluded due to repository priority protections Setting up Upgrade Process Package(s) perl-File-Temp available, but not installed. No Packages marked for Update I see a lot of talk about how redhat messed up perl, but I have not seen clear instructions on how to fix or prevent it again. -Mike Sitzer _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Fri Nov 13 00:46:07 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 13 Nov 2009 08:46:07 +0300 Subject: [rt-users] Scrip Question In-Reply-To: References: Message-ID: <589c94400911122146s4fc9ed5fl8f348497782da32@mail.gmail.com> Hello Aaron, $txn->Content returns text of the comment/reply, but if you need all attachements then you should walk $txn->Attachments collection. On Fri, Nov 13, 2009 at 6:18 AM, Aaron Guise wrote: > Hi All, > > Silly question but,? how can I access the Attachments for a related > Transaction via a scrip? I am wanting to collect a piece out of the > plaintext content to populate a CF on comment. > > > -- > 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 > -- Best regards, Ruslan. From aserrau at reilabs.com Fri Nov 13 03:42:44 2009 From: aserrau at reilabs.com (Alessandra Serrau) Date: Fri, 13 Nov 2009 09:42:44 +0100 Subject: [rt-users] Custom queue scrip Message-ID: <12df13560911130042o13317f24i833814222ea04ce8@mail.gmail.com> Hi all, I'd like to create a custom scrip for a particular queue, but it doesn't work. The same scrip created as global scrip, works. Anybody can suggest me the reason? Thank you -- Alessandra Serrau -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Fri Nov 13 05:20:00 2009 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 13 Nov 2009 11:20:00 +0100 Subject: [rt-users] Problems with rt-shredder / rt-validator In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940264CB80@w3hamboex11.ger.win.int.kn> References: <1252571720.24741.14.camel@zitpcx6759> <589c94400909100909v4be80e40t37ac37a7c022a5b1@mail.gmail.com> <1257857791.5200.9.camel@zitpcx6759> <16426EA38D57E74CB1DE5A6AE1DB03940264CB80@w3hamboex11.ger.win.int.kn> Message-ID: <1258107600.16225.3.camel@zitpcx6759> Hi! On Tue, 2009-11-10 at 14:50 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > i remember this problem at our installation some years ago, a hint from Ruz was to check inside the link table for this ticket number and fix the problem directly here (hopefully i remember correctly) yes this did the trick. I removed a entry in Links (the Target was NULL) and afterwards shredder removed the rest of the ticket without problems. best regards and thanks to Torsten sven From aserrau at reilabs.com Fri Nov 13 06:24:39 2009 From: aserrau at reilabs.com (Alessandra Serrau) Date: Fri, 13 Nov 2009 12:24:39 +0100 Subject: [rt-users] Custom queue scrip In-Reply-To: <12df13560911130042o13317f24i833814222ea04ce8@mail.gmail.com> References: <12df13560911130042o13317f24i833814222ea04ce8@mail.gmail.com> Message-ID: <12df13560911130324q6ea6effg870fdcefdfaeef36@mail.gmail.com> On Fri, Nov 13, 2009 at 9:42 AM, Alessandra Serrau wrote: > Hi all, > I'd like to create a custom scrip for a particular queue, but it doesn't > work. The same scrip created as global scrip, works. > Anybody can suggest me the reason? > > Thank you > > -- > Alessandra Serrau > > I don't know why my custum scrip didn't work, but now it is all ok: my scrip works if defined in a particular queue too. So the problem is solved. Alessandra Serrau -------------- next part -------------- An HTML attachment was scrubbed... URL: From smithj4 at bnl.gov Fri Nov 13 06:40:27 2009 From: smithj4 at bnl.gov (Jason A. Smith) Date: Fri, 13 Nov 2009 06:40:27 -0500 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <018e01ca6421$fef507d0$fcdf1770$@com> References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <539eb5520911112102o42ed4844u18e120f5e4b96493@mail.gmail.com> <018e01ca6421$fef507d0$fcdf1770$@com> Message-ID: <1258112427.27778.4.camel@jazbo.dyndns.org> Have you tried running rt-test-dependencies to verify that everything is installed properly after your update? I am running rt 3.8.6 on RHEL5.4 with no problems, after manually installing a few modules to satisfy the dependency test script. I am not using RTFM though. ~Jason On Thu, 2009-11-12 at 21:27 -0800, Mike wrote: > I am disappointed to report that the fix did not resolve my issues. > > I still receive ?httpd dead but subsys locked? when restarting httd. > > When I try to get to RT, it attempts to open a xxxx.part file. xxxx > changes each time. > > > > Are there other cpan modules that I need to install? > > Could there be scripts that are no longer available? > > FYI. I am also running RTFM. > > > > Thank you in advance, > > -Mike Sitzer > > 707.477-4077 > > > > From: Mathieu Longtin [mailto:mathieu at closetwork.org] > Sent: Wednesday, November 11, 2009 9:02 PM > To: Mike at thesheengroup.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Perl is Broken after Centos 5.4 update > > > > > How to fix it: > cpan File::Temp > > How to future proof it: > Setup cpan to install File::Temp in site_perl instead of the default > location, that way it won't get overwritten next time perl is updated. > > -- > Mathieu Longtin > 1-514-803-8977 > > > > On Wed, Nov 11, 2009 at 11:48 PM, Mike wrote: > > Does anyone have suggestions on how to repair perl after Centos-5.4 > upgrade? > > > > I was running Centos 5.2, mysql and modperl2. > > > Update brought down Centos 5.4 and a gazillion other updates. > > > After which: > > > Apache would not start. > > > "make testdeps" will not run with *** No rule to make target > `testdeps'. Stop. error. > > > installed dependancies using "perl sbin/rt-test-dependencies > --with-mysql --with-modper2 --install > > > Apache starts with ?httpd dead but subsys locked? error. > > > > > > - yum upgrade perl-File-Temp > 455 packages excluded due to repository priority protections > Setting up Upgrade Process > Package(s) perl-File-Temp available, but not installed. > No Packages marked for Update > > > > > > I see a lot of talk about how redhat messed up perl, but I have not > seen clear instructions on how to fix or prevent it again. > > > > -Mike Sitzer > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3906 bytes Desc: not available URL: From banatara at hcl.in Fri Nov 13 06:27:33 2009 From: banatara at hcl.in (Baskaraganesan Natarajan) Date: Fri, 13 Nov 2009 16:57:33 +0530 Subject: [rt-users] FW: Creation of Child Tickets using templates :Error In-Reply-To: References: Message-ID: Folks, I am running RT 3 in Fedora 10. I'm trying to create Child Tickets based on some conditions using Templates but it fails to create child tickets. Please find below, the details regarding the child ticket creation error:- Scrip ___________________________________________________________________________ Description: Condition: On Create Action: Create Tickets Template: child Stage: TransactionCreate ____________________________________________________________________________ Template: ===Create-Ticket: Child Subject: {$Tickets{'TOP'}->Subject} - Child Status:new Parents:TOP Type:ticket Refers-To: {$Tickets{'TOP'}->Id()} Content: This is a child ticket Queue: 20 ENDOFCONTENT ____________________________________________________________________________ Error description: Log file [Thu Nov 12 12:04:27 2009] [debug]: Committing scrip #113 on txn #27712 of ticket #1657 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) [Thu Nov 12 12:04:27 2009] [debug]: In CreateByTemplate (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:345) [Thu Nov 12 12:04:27 2009] [debug]: Workflow: processing create-Child of RT::Ticket=HASH(0xbc63ed94) (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:360) [Thu Nov 12 12:04:27 2009] [debug]: Workflow: evaluating Subject: {$Tickets{'TOP'}->Subject} - Child Status:new Parents:TOP Type:ticket Refers-To: {$Tickets{'TOP'}->Id()} Content: This is a child ticket Queue: 20 ENDOFCONTENT (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:653) [Thu Nov 12 12:04:27 2009] [debug]: Workflow: yielding Subject: - Child Status:new Parents:TOP Type:ticket Refers-To: 1657 Content: This is a child ticket Queue: 20 ENDOFCONTENT (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:669) [Thu Nov 12 12:04:27 2009] [debug]: not a recognised queue object. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:279) [Thu Nov 12 12:04:27 2009] [debug]: RT::Ticket=HASH(0xbc726d34) No queue given for ticket creation. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:284) [Thu Nov 12 12:04:27 2009] [error]: Couldn't create related ticket create-Child for 1657 Could not create ticket. Queue not set (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:391) [Thu Nov 12 12:04:27 2009] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm line 1188. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:1188) ____________________________________________________________________________________________ I tried using both Queue name and id ,it resulted in the same error. Any help??? Thanks, DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- From torsten.brumm at googlemail.com Fri Nov 13 07:53:24 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 13 Nov 2009 13:53:24 +0100 Subject: [rt-users] FW: Creation of Child Tickets using templates :Error In-Reply-To: References: Message-ID: Have a closer look onto your template: ===Create-Ticket: Child Subject: {$Tickets{'TOP'}->Subject} - Child Status:new Parents:TOP Type:ticket Refers-To: {$Tickets{'TOP'}->Id()} Content: This is a child ticket Queue: 20 ENDOFCONTENT You open the content part and inside this you post the queue where the ticket should be created, this can be a possible error. try this: ===Create-Ticket: Child Subject: {$Tickets{'TOP'}->Subject} - Child Queue: 20 Status: new Parents: TOP Type: ticket Refers-To: {$Tickets{'TOP'}->Id()} Content: This is a child ticket ENDOFCONTENT 2009/11/13 Baskaraganesan Natarajan > Folks, > > I am running RT 3 in Fedora 10. > > I'm trying to create Child Tickets based on some conditions using > Templates but it fails to create child tickets. Please find below, the > details regarding the child ticket creation error:- > > Scrip > ___________________________________________________________________________ > Description: > Condition: On Create > Action: Create Tickets > Template: child > Stage: TransactionCreate > > ____________________________________________________________________________ > > > Template: > ===Create-Ticket: Child > > Subject: {$Tickets{'TOP'}->Subject} - Child > Status:new Parents:TOP > Type:ticket > Refers-To: {$Tickets{'TOP'}->Id()} > Content: This is a child ticket > Queue: 20 > > ENDOFCONTENT > > ____________________________________________________________________________ > Error description: Log file > > [Thu Nov 12 12:04:27 2009] [debug]: Committing scrip #113 on txn #27712 of > ticket #1657 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) > [Thu Nov 12 12:04:27 2009] [debug]: In CreateByTemplate > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:345) > [Thu Nov 12 12:04:27 2009] [debug]: Workflow: processing create-Child of > RT::Ticket=HASH(0xbc63ed94) > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:360) > [Thu Nov 12 12:04:27 2009] [debug]: Workflow: evaluating > Subject: {$Tickets{'TOP'}->Subject} - Child > Status:new > Parents:TOP > Type:ticket > Refers-To: {$Tickets{'TOP'}->Id()} > Content: This is a child ticket > Queue: 20 > ENDOFCONTENT > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:653) > [Thu Nov 12 12:04:27 2009] [debug]: Workflow: yielding Subject: - Child > Status:new > Parents:TOP > Type:ticket > Refers-To: 1657 > Content: This is a child ticket > Queue: 20 > ENDOFCONTENT > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:669) > [Thu Nov 12 12:04:27 2009] [debug]: not a recognised queue object. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:279) > [Thu Nov 12 12:04:27 2009] [debug]: RT::Ticket=HASH(0xbc726d34) No queue > given for ticket creation. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:284) > [Thu Nov 12 12:04:27 2009] [error]: Couldn't create related ticket > create-Child for 1657 Could not create ticket. Queue not set > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:391) > [Thu Nov 12 12:04:27 2009] [warning]: Use of uninitialized value in > concatenation (.) or string at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm line 1188. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:1188) > > > ____________________________________________________________________________________________ > > I tried using both Queue name and id ,it resulted in the same error. Any > help??? > > Thanks, > > > DISCLAIMER: > > ----------------------------------------------------------------------------------------------------------------------- > > The contents of this e-mail and any attachment(s) are confidential and > intended for the named recipient(s) only. > It shall not attach any liability on the originator or HCL or its > affiliates. Any views or opinions presented in > this email are solely those of the author and may not necessarily reflect > the opinions of HCL or its affiliates. > Any form of reproduction, dissemination, copying, disclosure, modification, > distribution and / or publication of > this message without the prior written consent of the author of this e-mail > is strictly prohibited. If you have > received this email in error please delete it and notify the sender > immediately. Before opening any mail and > attachments please check them for viruses and defect. > > > ----------------------------------------------------------------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Fri Nov 13 09:10:09 2009 From: mathieu at closetwork.org (Mathieu Longtin) Date: Fri, 13 Nov 2009 09:10:09 -0500 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <018e01ca6421$fef507d0$fcdf1770$@com> References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <539eb5520911112102o42ed4844u18e120f5e4b96493@mail.gmail.com> <018e01ca6421$fef507d0$fcdf1770$@com> Message-ID: <539eb5520911130610j40a16cbdnaaf437003ae23f04@mail.gmail.com> For starters, this sound like httpd crashing and leaving lock files behind. Not sure how to deal with it. Check you log in /var/log/httpd/error_log for errors. -- Mathieu Longtin 1-514-803-8977 On Fri, Nov 13, 2009 at 12:27 AM, Mike wrote: > I am disappointed to report that the fix did not resolve my issues. > > I still receive ?httpd dead but subsys locked? when restarting httd. > > When I try to get to RT, it attempts to open a xxxx.part file. xxxx changes > each time. > > > > Are there other cpan modules that I need to install? > > Could there be scripts that are no longer available? > > FYI. I am also running RTFM. > > > > Thank you in advance, > > -Mike Sitzer > > 707.477-4077 > > > > *From:* Mathieu Longtin [mailto:mathieu at closetwork.org] > *Sent:* Wednesday, November 11, 2009 9:02 PM > *To:* Mike at thesheengroup.com > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Perl is Broken after Centos 5.4 update > > > > How to fix it: > > cpan File::Temp > > How to future proof it: > Setup cpan to install File::Temp in site_perl instead of the default > location, that way it won't get overwritten next time perl is updated. > > -- > Mathieu Longtin > 1-514-803-8977 > > On Wed, Nov 11, 2009 at 11:48 PM, Mike wrote: > > Does anyone have suggestions on how to repair perl after Centos-5.4 > upgrade? > > > > I was running Centos 5.2, mysql and modperl2. > > Update brought down Centos 5.4 and a gazillion other updates. > > After which: > > Apache would not start. > > "make testdeps" will not run with *** No rule to make target `testdeps'. > Stop. error. > > installed dependancies using "perl sbin/rt-test-dependencies --with-mysql > --with-modper2 --install > > Apache starts with ?httpd dead but subsys locked? error. > > > > - yum upgrade perl-File-Temp > 455 packages excluded due to repository priority protections > Setting up Upgrade Process > Package(s) perl-File-Temp available, but not installed. > No Packages marked for Update > > > > I see a lot of talk about how redhat messed up perl, but I have not seen > clear instructions on how to fix or prevent it again. > > > > -Mike Sitzer > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 a.piaser at oieau.fr Fri Nov 13 10:40:06 2009 From: a.piaser at oieau.fr (Alexandre PIASER) Date: Fri, 13 Nov 2009 16:40:06 +0100 Subject: [rt-users] mandatory custom field Message-ID: <4AFD7DD6.9080204@oieau.fr> Hello I have some custom fields (mandatory and optional). I would differentiate between mandatory and optional fields. I would add a mark or something else near mandatory fields. Is it possible ? Thanks, -- Alex From Mike at TheSheenGroup.com Fri Nov 13 09:57:39 2009 From: Mike at TheSheenGroup.com (Mike) Date: Fri, 13 Nov 2009 06:57:39 -0800 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <1258112427.27778.4.camel@jazbo.dyndns.org> References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <539eb5520911112102o42ed4844u18e120f5e4b96493@mail.gmail.com> <018e01ca6421$fef507d0$fcdf1770$@com> <1258112427.27778.4.camel@jazbo.dyndns.org> Message-ID: <01c701ca6471$a928dcf0$fb7a96d0$@com> RT has been down now for over a week. The first thing I tried was to run "make testdeps", which fails. I can and did run "perl test-dependencies --mysql --modperl2" and installed dependencies. This allowed me to get httpd back up but not RT. This server is also a co-host for Moodle, which is running fine. RT had been running, on this system, for over a year. For the last 6 months, it did not have access to updates, prior to, it got them ~weekly with no problems. At this point, I think my only option is to port the data and move on to another platform. Does anyone know of any documents on migrating RT and RTFM to a new host? I also want to convert from mysql to postgresql. Thank you, Mike -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason A. Smith Sent: Friday, November 13, 2009 3:40 AM To: Mike Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl is Broken after Centos 5.4 update Have you tried running rt-test-dependencies to verify that everything is installed properly after your update? I am running rt 3.8.6 on RHEL5.4 with no problems, after manually installing a few modules to satisfy the dependency test script. I am not using RTFM though. ~Jason On Thu, 2009-11-12 at 21:27 -0800, Mike wrote: > I am disappointed to report that the fix did not resolve my issues. > > I still receive ?httpd dead but subsys locked? when restarting httd. > > When I try to get to RT, it attempts to open a xxxx.part file. xxxx > changes each time. > > > > Are there other cpan modules that I need to install? > > Could there be scripts that are no longer available? > > FYI. I am also running RTFM. > > > > Thank you in advance, > > -Mike Sitzer > > 707.477-4077 > > > > From: Mathieu Longtin [mailto:mathieu at closetwork.org] > Sent: Wednesday, November 11, 2009 9:02 PM > To: Mike at thesheengroup.com > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Perl is Broken after Centos 5.4 update > > > > > How to fix it: > cpan File::Temp > > How to future proof it: > Setup cpan to install File::Temp in site_perl instead of the default > location, that way it won't get overwritten next time perl is updated. > > -- > Mathieu Longtin > 1-514-803-8977 > > > > On Wed, Nov 11, 2009 at 11:48 PM, Mike wrote: > > Does anyone have suggestions on how to repair perl after Centos-5.4 > upgrade? > > > > I was running Centos 5.2, mysql and modperl2. > > > Update brought down Centos 5.4 and a gazillion other updates. > > > After which: > > > Apache would not start. > > > "make testdeps" will not run with *** No rule to make target > `testdeps'. Stop. error. > > > installed dependancies using "perl sbin/rt-test-dependencies > --with-mysql --with-modper2 --install > > > Apache starts with ?httpd dead but subsys locked? error. > > > > > > - yum upgrade perl-File-Temp > 455 packages excluded due to repository priority protections Setting > up Upgrade Process > Package(s) perl-File-Temp available, but not installed. > No Packages marked for Update > > > > > > I see a lot of talk about how redhat messed up perl, but I have not > seen clear instructions on how to fix or prevent it again. > > > > -Mike Sitzer > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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 -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ From aserrau at reilabs.com Fri Nov 13 11:01:47 2009 From: aserrau at reilabs.com (Alessandra Serrau) Date: Fri, 13 Nov 2009 17:01:47 +0100 Subject: [rt-users] Access to Attachment structure Message-ID: <12df13560911130801i4fd219f9v95fcad6a526f9065@mail.gmail.com> In order to create a custom scrip, I need to access to Attachment structure because I would know the value of a header of the original request message. So I try to do in custom cleanup code block: my $headers = $self->TransactionObj->Attachments->Headers; but in log I have this error message: Can't locate object method "Headers" via package "RT::Attachments"..... I seen in file ..lib/RT/Attachment.pm that the method Headers exists. Anybody can say me the reason of this error? Thank you in advance for the attention -- Alessandra Serrau -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Nov 13 11:04:47 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 13 Nov 2009 17:04:47 +0100 Subject: [rt-users] Access to Attachment structure In-Reply-To: <12df13560911130801i4fd219f9v95fcad6a526f9065@mail.gmail.com> References: <12df13560911130801i4fd219f9v95fcad6a526f9065@mail.gmail.com> Message-ID: <20091113160446.GC3166@easter-eggs.com> On Fri, Nov 13, 2009 at 05:01:47PM +0100, Alessandra Serrau wrote: > In order to create a custom scrip, I need to access to Attachment structure > because I would know the value of a header of the original request message. > > So I try to do in custom cleanup code block: > my $headers = $self->TransactionObj->Attachments->Headers; > $self->TransactionObj->Attachments links to multiple attachements, you have to walk them with: while ( my $Attachment = $self->TransactionObj->Attachments->Next ) { my $headers = $Attachment->Headers; } Or use only the first one: my $headers = $self->TransactionObj->Attachments->First->Headers; From jpierce at cambridgeenergyalliance.org Fri Nov 13 11:04:35 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 13 Nov 2009 11:04:35 -0500 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <01c701ca6471$a928dcf0$fb7a96d0$@com> References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <539eb5520911112102o42ed4844u18e120f5e4b96493@mail.gmail.com> <018e01ca6421$fef507d0$fcdf1770$@com> <1258112427.27778.4.camel@jazbo.dyndns.org> <01c701ca6471$a928dcf0$fb7a96d0$@com> Message-ID: This is not an RT problem per se, and it is yet another example of the problems with relying upon externally controlled (automatically updated) libraries to run a large 3rd party system i.e; you should ideally have a local perl installation to run RT. RH ES4 is known to use an outdated and incompatible Scalar::Util, perhaps ES5 does as well. > "make testdeps" will not run with *** No rule to make target > `testdeps'. Stop. error. Then your build tree is seriously borked. Fetch and extract another copy so that you *can* run make testdeps. From jpierce at cambridgeenergyalliance.org Fri Nov 13 11:12:32 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 13 Nov 2009 11:12:32 -0500 Subject: [rt-users] mandatory custom field In-Reply-To: <4AFD7DD6.9080204@oieau.fr> References: <4AFD7DD6.9080204@oieau.fr> Message-ID: > I have some custom fields (mandatory and optional). > I would differentiate between mandatory and optional fields. I would add > a mark or something else near mandatory fields. > Is it possible ? Doesn't the system already do this in the italics below the field name? If not, make a local version of Ticket/Elements/EditCustomFields and add your note inside the of -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Fri Nov 13 11:14:09 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 13 Nov 2009 08:14:09 -0800 Subject: [rt-users] how to re-order custom fields? In-Reply-To: <79E0423E511EB7469840F12A98F81BC80600773432@CORPEX01.Tivo.com> References: <79E0423E511EB7469840F12A98F81BC80600773430@CORPEX01.Tivo.com> <4AFC8C50.6030207@lbl.gov> <79E0423E511EB7469840F12A98F81BC80600773432@CORPEX01.Tivo.com> Message-ID: <4AFD85D1.8030908@lbl.gov> Kim, I wrote up a User's guide AND an Admin Guide (someone who manages permissions & the tickets for a queue) for us. It's for 3.6.4. We're testing 3.8.6 now and when I'm through, I'll be updating it. If you're interested, that is. Kenn LBNL On 11/12/2009 2:45 PM, Kimberly McKinnis wrote: > > Aha, didn't see that in the pdf howto I was reading. Thanks! > > > > I don't suppose anyone knows of a good document about rtfm > permissions? I want a user to be able to search on articles > themselves, but not be able to create articles. Everytime I grant "see > class", they are able to create articles themselves. But only having > "show article" isn't allowing them to do searches. Thanks! > > > > ------------------------------------------------------------------------ > > *From:* Ken Crocker [mailto:kfcrocker at lbl.gov] > *Sent:* Thursday, November 12, 2009 2:30 PM > *To:* Kimberly McKinnis > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] how to re-order custom fields? > > > > Kimberly, > > Global CF's come before "Queue" CF's. To set the sequence of how a CF > shows up in a ticket, you have to set that on a queue by queue basis. > So, you navigate thus: > > Configuration->Queues->(select the Queue)->Ticket Custom Fields. At > that point, you move the CF's up or down as you desire. Make sure you > erase your cache. > > Kenn > LBNL > > On 11/12/2009 1:59 PM, Kimberly McKinnis wrote: > > How can I force the ordering of custom fields? The fields under RTFM > Content seem to be showing up in an arbitrary order, that makes no > sense to the user. > > > > ~~ > > Kimberly McKinnis > > System Operations Engineer > > Service Provider Division, TiVo Inc > > 408-519-9607 > > > > > > > > > > > > > > > > &nb > sp; > > > > > > ------------------------------------------------------------------------ > > This email and any attachments may contain confidential and privileged > material for the sole use of the intended recipient. Any review, > copying, or distribution of this email (or any attachments) by others > is prohibited. If you are not the intended recipient, please contact > the sender immediately and permanently delete this email and any > attachments. No employee or agent of TiVo Inc. is authorized to > conclude any binding agreement on behalf of TiVo Inc. by email. > Binding agreements with TiVo Inc. may only be made by a signed written > agreement. > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ------------------------------------------------------------------------ > This email and any attachments may contain confidential and privileged > material for the sole use of the intended recipient. Any review, > copying, or distribution of this email (or any attachments) by others > is prohibited. If you are not the intended recipient, please contact > the sender immediately and permanently delete this email and any > attachments. No employee or agent of TiVo Inc. is authorized to > conclude any binding agreement on behalf of TiVo Inc. by email. > Binding agreements with TiVo Inc. may only be made by a signed written > agreement. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Nov 13 11:23:23 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 13 Nov 2009 08:23:23 -0800 Subject: [rt-users] mandatory custom field In-Reply-To: <4AFD7DD6.9080204@oieau.fr> References: <4AFD7DD6.9080204@oieau.fr> Message-ID: <4AFD87FB.706@lbl.gov> Alexandre, Your question is odd. Are you saying you HAVE the CF's or WANT to have some CF's? Also, if a CF is defined as "Mandatory", that is indicated when creating/updating a ticket. This is explained in the RT Essentials book. Kenn LBNL On 11/13/2009 7:40 AM, Alexandre PIASER wrote: > Hello > > I have some custom fields (mandatory and optional). > I would differentiate between mandatory and optional fields. I would add > a mark or something else near mandatory fields. > Is it possible ? > > Thanks, > > From aserrau at reilabs.com Fri Nov 13 11:26:46 2009 From: aserrau at reilabs.com (Alessandra Serrau) Date: Fri, 13 Nov 2009 17:26:46 +0100 Subject: [rt-users] Access to Attachment structure In-Reply-To: <12df13560911130825s4a47dach357bd2c6ab28ed2a@mail.gmail.com> References: <12df13560911130801i4fd219f9v95fcad6a526f9065@mail.gmail.com> <20091113160446.GC3166@easter-eggs.com> <12df13560911130813r4a42b20ev5830f2a82ac9c843@mail.gmail.com> <12df13560911130825s4a47dach357bd2c6ab28ed2a@mail.gmail.com> Message-ID: <12df13560911130826w746c05d0u4d8fde213f97c857@mail.gmail.com> > In order to create a custom scrip, I need to access to Attachment > structure > > because I would know the value of a header of the original request > message. > > > > So I try to do in custom cleanup code block: > > my $headers = $self->TransactionObj->Attachments->Headers; > > > > $self->TransactionObj->Attachments links to multiple attachements, you > have to walk them with: > > while ( my $Attachment = $self->TransactionObj->Attachments->Next ) { > my $headers = $Attachment->Headers; > } > > Or use only the first one: > > my $headers = $self->TransactionObj->Attachments->First->Headers; > > > Thank you very much for the fast response! > > I tryed both solution, the first one works, the second one doesn't work, > the error is: > Can't call method "Headers" on an undefined value at (eval 962) line 3. > > For me is sufficent the first one solution. > Still thank you > -- > Alessandra Serrau > > Sorry, the last email is not the correct answer... The first solution doesn't work like the second one. If I exclude the while loop and write: my $Attachment = $self->TransactionObj->Attachments->Next; my $headers = $Attachment->Headers; the error is te?he same: Can't call method "Headers" on an undefined value at (eval 837) line 4. Infact, in Attachment.pm it is not present neither "First" nor "Next" methods. How can I resolve my issue? -- Alessandra Serrau -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Fri Nov 13 13:02:51 2009 From: ggreene at minervanetworks.com (Gary L. Greene, Jr.) Date: Fri, 13 Nov 2009 10:02:51 -0800 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <01c701ca6471$a928dcf0$fb7a96d0$@com> Message-ID: <200911131002.51264.ggreene@minervanetworks.com> On Friday 13 November 2009 8:04:35 am Jerrad Pierce wrote: > This is not an RT problem per se, and it is yet another example of the > problems with relying upon externally controlled (automatically > updated) libraries to run a large 3rd party system i.e; you should > ideally have a local perl installation to run RT. > > RH ES4 is known to use an outdated and incompatible Scalar::Util, > perhaps ES5 does as well. > > > "make testdeps" will not run with *** No rule to make target > > `testdeps'. Stop. error. > > Then your build tree is seriously borked. Fetch and extract another > copy so that you *can* run make testdeps. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > I've been running RT just fine on a CentOS box. Note that I've built all modules that are required as packages, and noted the breakage of various core modules as shipped by RH from the CentOS mailing list, so I build packages for those too parented in the site_perl tree. IMO, the need for a source built/local build of Perl is NEVER a good solution to hand to users. Running a ticketing tool shouldn't require a user to build a local copy of a core distribution component. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From jpierce at cambridgeenergyalliance.org Fri Nov 13 13:16:06 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 13 Nov 2009 13:16:06 -0500 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <200911131002.51264.ggreene@minervanetworks.com> References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <01c701ca6471$a928dcf0$fb7a96d0$@com> <200911131002.51264.ggreene@minervanetworks.com> Message-ID: > those too parented in the site_perl tree. IMO, the need for a source > built/local build of Perl is NEVER a good solution to hand to users. Running a > ticketing tool shouldn't require a user to build a local copy of a core > distribution component. It's got nothing to do with RT. Existing package managers do not play well with Perl's modules/libraries. The same goes for any language that lets you install updates outside of the platform's rigid package system. RPM's can execute initialization scripts, and there's no reason why RedHat shouldn't check to see what the *real* version of the library on disk is before blindly clobbering it. Your solution of "compile your own packages of potentially conflicting libraries that will install to site_perl" doesn't sound much friendlier than "use another perl." Arguably, a better solution would be for RT to use local::lib, but it's relatively new. -- Cambridge Energy Alliance: Save money. Save the planet. From mathieu at closetwork.org Fri Nov 13 13:18:05 2009 From: mathieu at closetwork.org (Mathieu Longtin) Date: Fri, 13 Nov 2009 13:18:05 -0500 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <200911131002.51264.ggreene@minervanetworks.com> References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <01c701ca6471$a928dcf0$fb7a96d0$@com> <200911131002.51264.ggreene@minervanetworks.com> Message-ID: <539eb5520911131018w2cf6463co9157fcf3a36dc292@mail.gmail.com> I'm running it on Red Hat ES 5.4 without issues. The only thing about RH and RT, is that you need to re-install File::Temp everytime the perl RPM is updated. -- Mathieu Longtin 1-514-803-8977 On Fri, Nov 13, 2009 at 1:02 PM, Gary L. Greene, Jr. < ggreene at minervanetworks.com> wrote: > On Friday 13 November 2009 8:04:35 am Jerrad Pierce wrote: > > This is not an RT problem per se, and it is yet another example of the > > problems with relying upon externally controlled (automatically > > updated) libraries to run a large 3rd party system i.e; you should > > ideally have a local perl installation to run RT. > > > > RH ES4 is known to use an outdated and incompatible Scalar::Util, > > perhaps ES5 does as well. > > > > > "make testdeps" will not run with *** No rule to make target > > > `testdeps'. Stop. error. > > > > Then your build tree is seriously borked. Fetch and extract another > > copy so that you *can* run make testdeps. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > I've been running RT just fine on a CentOS box. Note that I've built all > modules that are required as packages, and noted the breakage of various > core > modules as shipped by RH from the CentOS mailing list, so I build packages > for > those too parented in the site_perl tree. IMO, the need for a source > built/local build of Perl is NEVER a good solution to hand to users. > Running a > ticketing tool shouldn't require a user to build a local copy of a core > distribution component. > > -- > Gary L. Greene, Jr. > IT Operations > Minerva Networks, Inc. > Cell: (650) 704-6633 > Phone: (408) 240-1239 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Nov 13 13:22:02 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 13 Nov 2009 10:22:02 -0800 Subject: [rt-users] Action Clarification Message-ID: <4AFDA3CA.8050708@lbl.gov> To List, I need to clarify something. If I have a script with the action "Notify Cc's", will that notification go to just the Queue "CC" watchers or will it also go to the Ticket "CC" list as well? Kenn LBNL From ggreene at minervanetworks.com Fri Nov 13 13:53:52 2009 From: ggreene at minervanetworks.com (Gary L. Greene, Jr.) Date: Fri, 13 Nov 2009 10:53:52 -0800 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <200911131002.51264.ggreene@minervanetworks.com> Message-ID: <200911131053.52904.ggreene@minervanetworks.com> On Friday 13 November 2009 10:16:06 am Jerrad Pierce wrote: > > those too parented in the site_perl tree. IMO, the need for a source > > built/local build of Perl is NEVER a good solution to hand to users. > > Running a ticketing tool shouldn't require a user to build a local copy > > of a core distribution component. > > It's got nothing to do with RT. Existing package managers do not play > well with Perl's modules/libraries. The same goes for any language > that lets you install updates outside of the platform's rigid package > system. > > RPM's can execute initialization scripts, and there's no reason why > RedHat shouldn't check to see what the *real* version of the library > on disk is before blindly clobbering it. > > Your solution of "compile your own packages of potentially conflicting > libraries that will install to site_perl" doesn't sound much > friendlier than "use another perl." Arguably, a better solution would > be for RT to use local::lib, but it's relatively new. > I'm sorry, but you cannot expect RPM (or any other packaging system like DPKG, etc.) to know ANYTHING about CPAN or the other way around. The two systems are completely orthogonal and have VERY different philosophical views regarding software management. RPM only wants to deal with RPM packages with their file manifests, and CPAN is more like the BSD ports system in the fact that its a source build, every time. Either you use RPMs or you risk breaking the dependency chain on your system, which I as an experienced administrator DON'T want to deal with. The best solution is to get people willing to sponsor packaging RT for RH in the EPEL repository, SuSE on the OBS, Mandriva contrib, and Debian Unstable. (The reason for the given distributions listed is that should cover the major flavours out there fairly well since anything in EPEL will be usable for CentOS and RHEL; having it in OBS for SuSE would make it possible to have releases for SLES 10-11 and OpenSuSE 11.x; Mandriva contrib since they've one of the most comprehensive collection of Perl packages to any other RPM distribution, and their flavour of RPM is not 100% compatible to RH, SuSE, etc.; and Debian Unstable packages in most cases will work on Ubuntu for those that want/need Ubuntu LTS compatibility.) Yes, it's not perfect, but that's the breaks in the F/OSS world. Upping the ante and requiring a person to manage the myriad of modules that RT requires is a non-trivial task for non-Perl savvy people (I am well versed in Perl so it's no issue to me with my custom scripts to auto package them up using cpan2rpm (generates specs for me which then are fed to my autobuilder), but I can see where this could definitely impact the user base of RT overall.) -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From falcone at bestpractical.com Fri Nov 13 14:40:39 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 13 Nov 2009 14:40:39 -0500 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <200911131053.52904.ggreene@minervanetworks.com> References: <013701ca6353$513ce0a0$f3b6a1e0$@com> <200911131002.51264.ggreene@minervanetworks.com> <200911131053.52904.ggreene@minervanetworks.com> Message-ID: <20091113194039.GC1043@jibsheet.com> > The best solution is to get people willing to sponsor packaging RT for RH in > the EPEL repository, SuSE on the OBS, Mandriva contrib, and Debian Unstable. Dominic Hargreaves expends a lot of effort on the Debian part of this and I'm thankful to him for it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From iwench at gmail.com Fri Nov 13 15:19:55 2009 From: iwench at gmail.com (iWench) Date: Fri, 13 Nov 2009 12:19:55 -0800 Subject: [rt-users] Help with a query - I already know the ticket id #s Message-ID: <1271fbed0911131219o53dca399nc8259f9f9430ae23@mail.gmail.com> Hi Folks, I have done a ton of searching to see if I could find the answer to my question - no luck. I apologize in advance if I somehow missed the answer. I have a specific list of ticket id numbers (approx 200) that I need to query and get results on. I would like to grab the subject and the ticket status but do not need any other criteria beyond those items. I have tried using the Query Builder and Advanced query editing - I simply am unable to get any meaningful results using known multiple ticket id numbers. What am I doing wrong ? Thanks so much ! -------------- next part -------------- An HTML attachment was scrubbed... URL: From mblakley at yesmail.com Fri Nov 13 16:26:30 2009 From: mblakley at yesmail.com (Blakley, Michael) Date: Fri, 13 Nov 2009 13:26:30 -0800 Subject: [rt-users] Help with a query - I already know the ticket id #s In-Reply-To: <1271fbed0911131219o53dca399nc8259f9f9430ae23@mail.gmail.com> References: <1271fbed0911131219o53dca399nc8259f9f9430ae23@mail.gmail.com> Message-ID: <45DC48F87B42104D99AFA6175FC3016F049C9A48@frank.intra.infousa.com> Hi, Can you post the query, as well as a sample of the non-meaningful results you get? mb From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of iWench Sent: Friday, November 13, 2009 12:20 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Help with a query - I already know the ticket id #s Hi Folks, I have done a ton of searching to see if I could find the answer to my question - no luck. I apologize in advance if I somehow missed the answer. I have a specific list of ticket id numbers (approx 200) that I need to query and get results on. I would like to grab the subject and the ticket status but do not need any other criteria beyond those items. I have tried using the Query Builder and Advanced query editing - I simply am unable to get any meaningful results using known multiple ticket id numbers. What am I doing wrong ? Thanks so much ! -------------- next part -------------- An HTML attachment was scrubbed... URL: From Mike at TheSheenGroup.com Fri Nov 13 16:59:54 2009 From: Mike at TheSheenGroup.com (Mike) Date: Fri, 13 Nov 2009 13:59:54 -0800 Subject: [rt-users] Perl is Broken after Centos 5.4 update Message-ID: <12243.1258149594@sonic.net> Another copy of RT? If so, do you recomend over-installing 3.8.1 with 3.8.6 or reinstall 3.8.1? On Fri 13/11/09 8:04 AM , "Jerrad Pierce" jpierce at cambridgeenergyalliance.org sent: This is not an RT problem per se, and it is yet another example of the problems with relying upon externally controlled (automatically updated) libraries to run a large 3rd party system i.e; you should ideally have a local perl installation to run RT. RH ES4 is known to use an outdated and incompatible Scalar::Util, perhaps ES5 does as well. > "make testdeps" will not run with *** No rule to make target > `testdeps'. Stop. error. Then your build tree is seriously borked. Fetch and extract another copy so that you *can* run make testdeps. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Nov 13 17:02:24 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 13 Nov 2009 17:02:24 -0500 Subject: [rt-users] Perl is Broken after Centos 5.4 update In-Reply-To: <12243.1258149594@sonic.net> References: <12243.1258149594@sonic.net> Message-ID: I wasn't suggesting you reinstall (thought it might be a nice time to upgrade if you can do so). But rather extracting the tarball so that you'd get something where make testdeps worked. -- Cambridge Energy Alliance: Save money. Save the planet. From stuart.browne at ausregistry.com.au Sun Nov 15 18:51:39 2009 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Mon, 16 Nov 2009 10:51:39 +1100 Subject: [rt-users] 'bin/rt' CLI, creating ticket with Owner Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E1E9D2D30@off-win2003-01.ausregistrygroup.local> Hi, I'm trying to get the CLI 'rt' tool to create a ticket with a specified owner. I'm trying: /opt/rt3/bin/rt create -t ticket set status=new owner="stuart.browne at ausregistry.com.au" subject="`date +'General Tasks %Y%m - %W'`" queue="au Maintenance" text="Auto-created weekly general tasks ticket." priority=1 Sadly, this is setting everything else other than the owner perfectly correctly. I've tried setting the RTUSER with SuperUser as a last-effort, to no avail. Is there any way (short of writing the create routine myself using the API) to set the owner at ticket creation time? RHEL5.4 RT3.8.1 Stuart J. Browne Unix/Network Administrator AusRegistry Pty Ltd Level 8, 10 Queens Road Melbourne. Victoria. Australia. 3004. Ph:? +61 3 9866 3710 Fax: +61 3 9866 1970 Email: stuart.browne at ausregistry.com.au Web: www.ausregistry.com.au The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain legally privileged and confidential information and if you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. From gentgeen at wikiak.org Mon Nov 16 10:14:15 2009 From: gentgeen at wikiak.org (Kevin Squire) Date: Mon, 16 Nov 2009 10:14:15 -0500 Subject: [rt-users] Scrip check body of email for text Message-ID: <20091116101415.46a741f8@longshot.localdomain> I am modifying the scrip found at http://www.gossamer-threads.com/lists/rt/users/70038#70038 posted by gleduc at ----- and could use some help The original, "true if e-mail contains 'ok'" && $Transaction->Content =~ /\bok\s/i; I need to make it true IF a line (any line - 1st, 2nd, etc) starts with "RMA" and ends with "has been received" An example line is: "RMA-47767-1 has been received " (This email is coming in from a third party, that I do NOT have much control over their setup... so there may or may not be a space at the end of the line, and I can't not control if it is the 1st line or not - it always appears as the first line of TEXT .. but I am pretty sure their system is adding a extra blank line or two at the beginning of the body) -- http://www.wikiak.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From ivoras at gmail.com Mon Nov 16 10:33:21 2009 From: ivoras at gmail.com (Ivan Voras) Date: Mon, 16 Nov 2009 16:33:21 +0100 Subject: [rt-users] LDAP with ExternalAuth, adding autocreated users to groups Message-ID: <9bbcef730911160733k45f3c0f3q778be6376c5d7b4e@mail.gmail.com> Hi, I'm trying to configure RT3.8 to authenticate via LDAP - which apprently goes well, but the users from LDAP are autocreated in rt3 without some useful properties. I'd like them to: * Automatically be assigned to a specific group * That the new user gets whatever the "Let this user be granted rights" checkbox does in user management Is there a way to do this? From matthew.seaman at thebunker.net Mon Nov 16 11:12:46 2009 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Mon, 16 Nov 2009 16:12:46 +0000 Subject: [rt-users] LDAP with ExternalAuth, adding autocreated users to groups In-Reply-To: <9bbcef730911160733k45f3c0f3q778be6376c5d7b4e@mail.gmail.com> References: <9bbcef730911160733k45f3c0f3q778be6376c5d7b4e@mail.gmail.com> Message-ID: <4B0179FE.7010204@thebunker.net> Ivan Voras wrote: > Hi, > > I'm trying to configure RT3.8 to authenticate via LDAP - which > apprently goes well, but the users from LDAP are autocreated in rt3 > without some useful properties. > > I'd like them to: > > * Automatically be assigned to a specific group > * That the new user gets whatever the "Let this user be granted > rights" checkbox does in user management > > Is there a way to do this? Not without writing code I'm afraid. This is something there have been a number of enquiries about, but as far as I am aware there hasn't been a really good solution posted anywhere. This is part of what you want: see the CurrentUser_Local.pm section in http://wiki.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 259 bytes Desc: OpenPGP digital signature URL: From mike.peachey at jennic.com Mon Nov 16 11:56:32 2009 From: mike.peachey at jennic.com (Mike Peachey) Date: Mon, 16 Nov 2009 16:56:32 +0000 Subject: [rt-users] LDAP with ExternalAuth, adding autocreated users to groups In-Reply-To: <9bbcef730911160733k45f3c0f3q778be6376c5d7b4e@mail.gmail.com> References: <9bbcef730911160733k45f3c0f3q778be6376c5d7b4e@mail.gmail.com> Message-ID: <4B018440.9060109@jennic.com> Ivan Voras wrote: > Hi, > > I'm trying to configure RT3.8 to authenticate via LDAP - which > apprently goes well, but the users from LDAP are autocreated in rt3 > without some useful properties. > > I'd like them to: > > * Automatically be assigned to a specific group Not currently possible unless you write the extra code. > * That the new user gets whatever the "Let this user be granted > rights" checkbox does in user management This is done with: Set($AutoCreate, {Privileged => 1}); -- 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 jake at elsif.net Mon Nov 16 11:59:32 2009 From: jake at elsif.net (elsif) Date: Mon, 16 Nov 2009 11:59:32 -0500 (EST) Subject: [rt-users] Question about changing the look and feel of RT Message-ID: <20091116115105.T65234@disintegration.igs.net> RT 3.8.5 on FreeBSD-6.2 using Apache 2.2.6 using mason_handler.fcgi I can not figure out how to change the color scheme of RT to be red instead of blue. I've Googled the hell out of the issue and have yet to come to a solution. I've found and replaced: /opt/rt3/share/html/NoAuth/css/web2/images/source/background-gradient.png ...with my own, which results in the top menu bar "RT at a glance" + "New ticket in" toolbar is now red. The rest of the page remains blue. I've tried changing multiple color entries in multiple .css files, but have yet to find the one that works. My HTML source refers to: ...but I have no main-squished.css anywhere. I've tried changing settings in /opt/rt3/share/html/NoAuth/css/web2/main.css, but have yet to find the right one. The worst part about this is that I know I've found the answer to this years ago in what was probably RT 3.0.x ro 3.1.x...and I know the answer must be out there somewhere, but just can't find it... If anyone can provide me guidance here, I would greatly appreciate it. -Jake From gleduc at mail.sdsu.edu Mon Nov 16 11:56:43 2009 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 16 Nov 2009 08:56:43 -0800 Subject: [rt-users] Scrip check body of email for text In-Reply-To: <20091116101415.46a741f8@longshot.localdomain> References: <20091116101415.46a741f8@longshot.localdomain> Message-ID: <4B01844B.3060602@mail.sdsu.edu> Hi Kevin, Check out the /m modifier. This should match what you are specifying (which is different from your example, by the way): $Transaction->Content =~ /^RMA.*has been received$/m The /m tells perl to treat the string as multiple lines and the ^$ anchors match the beginning and end of any line in the string. Your specification (and my suggestion) does not match your example because the example line ends with " " rather than "d". If you want trailing spaces to be Ok in the line, use "received\s*$" instead of "received$". A line that ends with "received." will not match, though. If all you want is "RMA" at the beginning and followed by "has been received" somewhere on the same line, then you could use "received.*$" instead. That would allow anything to follow "received" and still match. Have fun! Regards, Gene Kevin Squire wrote: > I am modifying the scrip found at > http://www.gossamer-threads.com/lists/rt/users/70038#70038 > posted by gleduc at ----- and could use some help > > > The original, "true if e-mail contains 'ok'" > && $Transaction->Content =~ /\bok\s/i; > > I need to make it true IF a line (any line - 1st, 2nd, etc) starts with > "RMA" and ends with "has been received" > > An example line is: > "RMA-47767-1 has been received " > > (This email is coming in from a third party, that I do NOT have much > control over their setup... so there may or may not be a space at the > end of the line, and I can't not control if it is the 1st line or not - > it always appears as the first line of TEXT .. but I am pretty sure > their system is adding a extra blank line or two at the beginning of > the body) > > From ivoras at gmail.com Mon Nov 16 12:31:23 2009 From: ivoras at gmail.com (Ivan Voras) Date: Mon, 16 Nov 2009 18:31:23 +0100 Subject: [rt-users] LDAP with ExternalAuth, adding autocreated users to groups In-Reply-To: <4B018440.9060109@jennic.com> References: <9bbcef730911160733k45f3c0f3q778be6376c5d7b4e@mail.gmail.com> <4B018440.9060109@jennic.com> Message-ID: <9bbcef730911160931j37e0b19ao5726ca37d5973eec@mail.gmail.com> 2009/11/16 Mike Peachey : > Ivan Voras wrote: >> Hi, >> >> I'm trying to configure RT3.8 to authenticate via LDAP - which >> apprently goes well, but the users from LDAP are autocreated in rt3 >> without some useful properties. >> >> I'd like them to: >> >> * Automatically be assigned to a specific group > > Not currently possible unless you write the extra code. Heh, I thought so. Somehow I don't think I'd be the only one to notice rt3 is somewhat convoluted and unmodular :) >> * That the new user gets whatever the "Let this user be granted >> rights" checkbox does in user management > > This is done with: > > Set($AutoCreate, {Privileged => 1}); Ok, it's a start. With this I could just add the default properties to the "Privileged" user group - are there any unforseen consequences to this? From matthew.seaman at thebunker.net Mon Nov 16 12:41:52 2009 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Mon, 16 Nov 2009 17:41:52 +0000 Subject: [rt-users] Question about changing the look and feel of RT In-Reply-To: <20091116115105.T65234@disintegration.igs.net> References: <20091116115105.T65234@disintegration.igs.net> Message-ID: <4B018EE0.2050105@thebunker.net> elsif wrote: > RT 3.8.5 on FreeBSD-6.2 using Apache 2.2.6 using mason_handler.fcgi > > I can not figure out how to change the color scheme of RT to be red > instead of blue. > > I've Googled the hell out of the issue and have yet to come to a solution. > > I've found and replaced: > /opt/rt3/share/html/NoAuth/css/web2/images/source/background-gradient.png Not using the FreeBSD ports then... > ...with my own, which results in the top menu bar "RT at a glance" + "New > ticket in" toolbar is now red. > > The rest of the page remains blue. > > I've tried changing multiple color entries in multiple .css files, but > have yet to find the one that works. > > My HTML source refers to: > > > ...but I have no main-squished.css anywhere. I've tried changing settings > in /opt/rt3/share/html/NoAuth/css/web2/main.css, but have yet to find the > right one. > > The worst part about this is that I know I've found the answer to this > years ago in what was probably RT 3.0.x ro 3.1.x...and I know the answer > must be out there somewhere, but just can't find it... > > If anyone can provide me guidance here, I would greatly appreciate it. You should follow the 'cleanly customize' concepts, which means creating a parallel directory tree under /opt/rt3/local/html (I think. It might be just /opt/rt3/local) [It's /usr/local/www/rt38 if you use the ports layout.] Under there create a directory tree like so: mkdir -p NoAuth/css/web2/images/source Your replacement background gradient (an 800x2 pixel PNG image) goes into: NoAuth/css/web2/images/source/background-gradient.png Then you need to copy the original layout.css from /opt/rt3/html/NoAuth/css/web2 into your new locally modified tree: NoAuth/css/web2/layout.css Edit this file to change the background colour to match the bottom end of your gradient file -- look for this section close to the top of the file and change as indicated: body { padding:0; margin:0; background: #a2a2a2 url(<%RT->Config->Get('WebPath')%>/NoAuth/css/web2/images/background-gradient.png) top left repeat-x ; ^^^^^^^^ font-family: arial, helvetica, sans-serif; } Here I've changed the original blue colour (#547CCC) to a fairly light grey (#a2a2a2) Finally you need to copy .../NoAuth/css/web2/images/dhandler unchanged into the equivalent position in your new local tree. Clear the mason cache and restart apache. You should now have a customized background gradient. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 259 bytes Desc: OpenPGP digital signature URL: From jake at elsif.net Mon Nov 16 13:00:11 2009 From: jake at elsif.net (elsif) Date: Mon, 16 Nov 2009 13:00:11 -0500 (EST) Subject: [rt-users] Question about changing the look and feel of RT In-Reply-To: <20091116115105.T65234@disintegration.igs.net> References: <20091116115105.T65234@disintegration.igs.net> Message-ID: <20091116125921.D65661@disintegration.igs.net> I've found web2/layout.css... background: #547CCC url(<%RT->Config->Get('WebPath')%>/NoAuth/css/web2/images/background-gradient.png) top left repeat-x ; ...that line should be what's making the background blue. Changing it to #FFFFFF doesn't change anything. Commenting out the line doesn't change anything. What am I missing here? On Mon, 16 Nov 2009, elsif wrote: > RT 3.8.5 on FreeBSD-6.2 using Apache 2.2.6 using mason_handler.fcgi > > I can not figure out how to change the color scheme of RT to be red > instead of blue. > > I've Googled the hell out of the issue and have yet to come to a solution. > > I've found and replaced: > /opt/rt3/share/html/NoAuth/css/web2/images/source/background-gradient.png > > ...with my own, which results in the top menu bar "RT at a glance" + "New > ticket in" toolbar is now red. > > The rest of the page remains blue. > > I've tried changing multiple color entries in multiple .css files, but > have yet to find the one that works. > > My HTML source refers to: > > > ...but I have no main-squished.css anywhere. I've tried changing settings > in /opt/rt3/share/html/NoAuth/css/web2/main.css, but have yet to find the > right one. > > The worst part about this is that I know I've found the answer to this > years ago in what was probably RT 3.0.x ro 3.1.x...and I know the answer > must be out there somewhere, but just can't find it... > > If anyone can provide me guidance here, I would greatly appreciate it. > > -Jake > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From tyler at tylerhall.net Mon Nov 16 13:45:17 2009 From: tyler at tylerhall.net (Tyler Hall) Date: Mon, 16 Nov 2009 11:45:17 -0700 Subject: [rt-users] Not sending auto response from certain from addresses Message-ID: <86d53a100911161045i30cd58dcrdff534f3971352c2@mail.gmail.com> All - Is it possible for RT to add an email into a ticket, however do not send an auto response, just for certain from addresses? Thanks! From kfcrocker at lbl.gov Mon Nov 16 14:46:55 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 16 Nov 2009 11:46:55 -0800 Subject: [rt-users] REALLY Confused about RT Extension ExternalAuth and LDAP Message-ID: <4B01AC2F.6030809@lbl.gov> To list, I'm not an internals/Unix Admin or tech. I've been the Admin for "User Support" for our RT 3.6.4 installation. We successfully use LDAP Authentication. I've just been given the responsibility to install 3.8.6 in VM (RHEL 5.3). I have some Unix help. However, I have to tell my guy what to download/install. So, as I have been reading past Emails about using the plugin RT::Extension::ExteranlAuth, I have become quite confused. For example, when I look at the BestPractical Wiki site for extensions I saw this comment: Once installed, you should view the file: 3.4/3.6 $RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm 3.8 $RTHOME/local/plugins/RT-Auth-ExternalAuth/etc/RT_SiteConfig.pm I went to our 3.6.4 directories and didn't see anything in /local/etc at all. So, if I have been using LDAP successfully with my 3.6.4 version, what do I need to do in order to have it work in my 3.8.6 installation? Do I even need the "ExternalAuth" extension? If so, what files do I move over from my 3.6.4 files, if anything? My 3.6.4 RT_SiteConfig "Auth" settings show the following: Set($AuthMethods, ['LDAP', 'Internal']); Set($LdapExternalAuth, 1); # enable LDAP authentication/lookups Set($LdapExternalInfo, 1); Set($LdapAutoCreateNonLdapUsers, 0); So, for 3.8.6 I set up my RT_SiteConfig settings to this: # Now what follows are the settings for LDAP Authorization Set($AuthMethods, ['My_LDAP', 'Internal']); Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, ['My_LDAP']); Set($LdapExternalAuth, 1); # enable LDAP authentication/lookups Set($LdapAutoCreateNonLdapUsers, 0); Set($CanonicalizeOnCreate , 0); Set($LdapTLS, 1); Set($LdapSSLVersion, 3); And my Plugin array to this: Set(@Plugins,(qw(Extension::QuickDelete RT::FM RTx::Calendar RT::Extension::Timeline RT::Authen::ExternalAuth RT::Extension::CommandByMail RT::Extension::ExtractCustomFieldValues RT::Extension::SearchResults::XLS))); I saw some bug reports on ExternalAuth v.08. Is that fixed yet? Do I even need it if I'm using LDAP? Also, for each Plugin in my array, what corresponding files do I need and where do I put them? I know this is a lot to ask, but I really need the help or I go nowhere from here. Thanks. Kenn LBNL From jake at elsif.net Mon Nov 16 14:52:17 2009 From: jake at elsif.net (elsif) Date: Mon, 16 Nov 2009 14:52:17 -0500 (EST) Subject: [rt-users] Question about changing the look and feel of RT In-Reply-To: <4B018EE0.2050105@thebunker.net> References: <20091116115105.T65234@disintegration.igs.net> <4B018EE0.2050105@thebunker.net> Message-ID: <20091116145121.U66186@disintegration.igs.net> This works perfectly. You da man. Funny, I would've assumed the cache info was removed upon Apache restart... Thanks, -jake On Mon, 16 Nov 2009, Matthew Seaman wrote: > elsif wrote: >> RT 3.8.5 on FreeBSD-6.2 using Apache 2.2.6 using mason_handler.fcgi >> >> I can not figure out how to change the color scheme of RT to be red instead >> of blue. >> >> I've Googled the hell out of the issue and have yet to come to a solution. >> >> I've found and replaced: >> /opt/rt3/share/html/NoAuth/css/web2/images/source/background-gradient.png > > Not using the FreeBSD ports then... > >> ...with my own, which results in the top menu bar "RT at a glance" + "New >> ticket in" toolbar is now red. >> >> The rest of the page remains blue. >> >> I've tried changing multiple color entries in multiple .css files, but have >> yet to find the one that works. >> >> My HTML source refers to: >> > type="text/css" media="all" /> >> >> ...but I have no main-squished.css anywhere. I've tried changing settings >> in /opt/rt3/share/html/NoAuth/css/web2/main.css, but have yet to find the >> right one. >> >> The worst part about this is that I know I've found the answer to this >> years ago in what was probably RT 3.0.x ro 3.1.x...and I know the answer >> must be out there somewhere, but just can't find it... >> >> If anyone can provide me guidance here, I would greatly appreciate it. > > You should follow the 'cleanly customize' concepts, which means creating > a parallel directory tree under /opt/rt3/local/html (I think. It might be > just /opt/rt3/local) [It's /usr/local/www/rt38 if you use the ports layout.] > > Under there create a directory tree like so: > > mkdir -p NoAuth/css/web2/images/source > > Your replacement background gradient (an 800x2 pixel PNG image) goes into: > > NoAuth/css/web2/images/source/background-gradient.png > > Then you need to copy the original layout.css from > /opt/rt3/html/NoAuth/css/web2 > into your new locally modified tree: > > NoAuth/css/web2/layout.css > > Edit this file to change the background colour to match the bottom end of > your > gradient file -- look for this section close to the top of the file and > change as > indicated: > > body { > > > padding:0; > margin:0; > > background: #a2a2a2 > url(<%RT->Config->Get('WebPath')%>/NoAuth/css/web2/images/background-gradient.png) > top left repeat-x ; > ^^^^^^^^ > font-family: arial, helvetica, sans-serif; > > } > > Here I've changed the original blue colour (#547CCC) to a fairly light grey > (#a2a2a2) > > Finally you need to copy .../NoAuth/css/web2/images/dhandler unchanged into > the > equivalent position in your new local tree. Clear the mason cache and > restart apache. You should now have a customized background gradient. > > Cheers, > > Matthew > > -- > Dr Matthew Seaman The Bunker, Ash Radar Station > PGP: 0x60AE908C on servers Marshborough Rd > Tel: +44 1304 814890 Sandwich > Fax: +44 1304 814899 Kent, CT13 0PL, UK > > From change+lists.rt at nightwind.net Mon Nov 16 15:10:55 2009 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Mon, 16 Nov 2009 12:10:55 -0800 Subject: [rt-users] REALLY Confused about RT Extension ExternalAuth and LDAP In-Reply-To: <4B01AC2F.6030809@lbl.gov> References: <4B01AC2F.6030809@lbl.gov> Message-ID: <1258402255.2151.1345513873@webmail.messagingengine.com> On Mon, 16 Nov 2009 11:46:55 -0800, "Ken Crocker" said: > I went to our 3.6.4 directories and didn't see anything in /local/etc at > all. > > So, if I have been using LDAP successfully with my 3.6.4 version, what do > I need to do in order to have it work in my 3.8.6 installation? > > Do I even need the "ExternalAuth" extension? > > If so, what files do I move over from my 3.6.4 files, if anything? I'm not sure what the LDAP auth support was in 3.6.x, I'm using the ExternalAuth plugin (v0.8) with RT 3.8.x with no issues. > My 3.6.4 RT_SiteConfig "Auth" settings show the following: Again, not sure about 3.6's LDAP support, so I can't comment on that...but the documentation seems to imply that all LDAP auth support was moved out of RT and is now soley supported by the ExternalAuth plugin. > So, for 3.8.6 I set up my RT_SiteConfig settings to this: > # Now what follows are the settings for LDAP Authorization > Set($AuthMethods, ['My_LDAP', 'Internal']); > Set($ExternalAuthPriority, ['My_LDAP']); > Set($ExternalInfoPriority, ['My_LDAP']); > Set($LdapExternalAuth, 1); # enable LDAP authentication/lookups > Set($LdapAutoCreateNonLdapUsers, 0); > Set($CanonicalizeOnCreate , 0); > Set($LdapTLS, 1); > Set($LdapSSLVersion, 3); Doesn't appear correct for ExternalAuth's configuration, once you install ExternalAuth you can look at a sample config file in local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm I'll attach a sanitized and commented snippet of my config as well that you can use as a starting point. > I saw some bug reports on ExternalAuth v.08. Is that fixed yet? > Do I even need it if I'm using LDAP? I haven't been bitten by any bugs in it yet, but I'm curious to know what bugs exist. > Also, for each Plugin in my array, what corresponding files do I need and > where do I put them? Each plugin you have should have a config and install script...any configuration they use should be in RT_SiteConfig.pm, so a fresh install of those plugins into your new RT 3.8 directory should be fine as long as you copy relevant lines over from your RT 3.6 config. -------------- next part -------------- A non-text attachment was scrubbed... Name: ldap_config Type: application/octet-stream Size: 2394 bytes Desc: not available URL: From raubvogel at gmail.com Mon Nov 16 16:06:44 2009 From: raubvogel at gmail.com (Mauricio Tavares) Date: Mon, 16 Nov 2009 16:06:44 -0500 Subject: [rt-users] binary attachment corrupted when RT mails them out In-Reply-To: <20091106164853.GI23631@bestpractical.com> References: <2c6cf52a0911051209n53b109ebuafe60d60487a239c@mail.gmail.com> <20091106164853.GI23631@bestpractical.com> Message-ID: <4B01BEE4.1080605@gmail.com> Sorry for the delay; I was sidetracked in other non rt-related weidness. Jesse Vincent wrote: > > > On Thu, Nov 05, 2009 at 03:09:56PM -0500, Mauricio Tavares wrote: >> Let's say someone emails a pdf (or some other kind of binary) >> file as an attachment to a ticket through rt. If i access the said >> attachment trough the rt web interface it works fine. But if I get the >> ticket through email (ticket is being forwarded to the AdminCC: >> members) and then download the attachment to see it, a lot of times is >> corrupted. FYI, we received a 889K PDF and the copy forwarded to >> AdminCC is corrupted. However a 74K .pdf file we received just after >> it works fine. I do not know if that is an issue with the attachment >> size, but I thought by having the following set on RT_SiteConfig.pm, >> > > Can you tell us a bit more about your RT? Often the Configuration -> > Tools -> System Information page is the easiest way to capture the > various bits of metadata we really need to help you figure out what's > going on. > > -j I am sending the request info as an attachment. Incidentally, I am running 3.6.7. I know right now it is rather old on the tooth (thanks ubuntu!) but since I have not upgraded it since I installed it, I would think that eliminates those kind of errors. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: moo URL: From pjaramillo at kcp.com Mon Nov 16 17:03:07 2009 From: pjaramillo at kcp.com (pjaramillo at kcp.com) Date: Mon, 16 Nov 2009 16:03:07 -0600 Subject: [rt-users] Attachment Processing Message-ID: All, I am attempting to automate processing PDF and Word docs into clear text using xpdf & strings so they can be posted in clear text in the RT tickets. I have two questions: 1 - Has anyone already done this already? I didn't see any obvious matches search the email lists. 2 - Do I just need to move the below files to local and start coding it out? Or is there some secret undocumented voodoo magic that would prevent me from ever being successful? /opt/rt3/share/html/Ticket/Attachment/dhandler /opt/rt3/share/html/Ticket/Attachment/WithHeaders/dhandler /opt/rt3/lib/RT/Attachment.pm Thanks, Paul Jaramillo From dgriffi at cs.csubak.edu Mon Nov 16 17:12:38 2009 From: dgriffi at cs.csubak.edu (David Griffith) Date: Mon, 16 Nov 2009 14:12:38 -0800 (PST) Subject: [rt-users] Attachment Processing In-Reply-To: References: Message-ID: On Mon, 16 Nov 2009, pjaramillo at kcp.com wrote: > All, > I am attempting to automate processing PDF and Word docs into clear text > using xpdf & strings so they can be posted in clear text in the RT > tickets. I have two questions: > > 1 - Has anyone already done this already? I didn't see any obvious matches > search the email lists. I'm in the process of doing this for screenshots. My users tend to send those in as BMPs. I'd rather use PNG for filesize reasons among others. Right now my solution is to ask people to run their screenshots through a CGI script that converts whatever you throw at it into a PNG. I like your idea of doing something like this automatically and eagerly await the results of your experiments. > 2 - Do I just need to move the below files to local and start coding it > out? Or is there some secret undocumented voodoo magic that would prevent > me from ever being successful? > > /opt/rt3/share/html/Ticket/Attachment/dhandler > /opt/rt3/share/html/Ticket/Attachment/WithHeaders/dhandler > /opt/rt3/lib/RT/Attachment.pm I haven't a clue where to begin. -- David Griffith dgriffi at cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? From jbarron at afsnetworks.com Mon Nov 16 18:21:29 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Mon, 16 Nov 2009 18:21:29 -0500 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 Message-ID: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> Ok I've been fighting this forever and its really starting to get to me. I'm trying to upgrade RT and I'm at the step where I'm supposed to upgrade the database to a certain point before applying a schema. The command to run is: /opt/rt3/sbin/rt-setup-database --prompt-for-dba-password --action upgrade It then attempts to connect as rt_user. I give it the password, proceed through the prompts and then get: DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) at /opt/rt3/sbin/../lib/RT.pm line 204 So basically, it appears that my password is incorrect, HOWEVER, I can connect to mysql using the exact user and password. Its almost like the perl script is NOT taking the prompts. Hope someone can help. -Josh -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbarron at afsnetworks.com Mon Nov 16 19:28:32 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Mon, 16 Nov 2009 19:28:32 -0500 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 In-Reply-To: <4B01ED40.5010909@bitstatement.net> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net> Message-ID: <83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local> Hi Tom, Yes I tried connecting to mysql directly from localhost and that worked: [jbarron at help01 ~]$ mysql -u rt_user at localhost -p Enter password: ERROR 1045 (28000): Access denied for user 'rt_user at localhos'@'localhost' (using password: YES) [jbarron at help01 ~]$ mysql -u rt_user -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 138 Server version: 5.0.77 Source distribution Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> exit; Bye [jbarron at help01 ~]$ The first connection failed when I specified localhost but connecting directly and specifying no host worked fine. Just to verify it was connecting to localhost I deliberately typed the password wrong and it showed me using rt_user at localhost -Josh -----Original Message----- From: Tom Lahti [mailto:toml at bitstatement.net] Sent: Monday, November 16, 2009 5:25 PM To: Barron, Josh Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 > Connect Failed Access denied for user 'rt_user'@'localhost' (using > password: YES) > So basically, it appears that my password is incorrect, HOWEVER, I can > connect to mysql using the exact user and password. Its almost like the > perl script is NOT taking the prompts. Connecting at localhost? In MySQL, the user 'rt_user'@'something-else' is not the same user as 'rt_user'@'localhost'. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From toml at bitstatement.net Mon Nov 16 19:24:32 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 16 Nov 2009 16:24:32 -0800 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 In-Reply-To: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> Message-ID: <4B01ED40.5010909@bitstatement.net> > Connect Failed Access denied for user 'rt_user'@'localhost' (using > password: YES) > So basically, it appears that my password is incorrect, HOWEVER, I can > connect to mysql using the exact user and password. Its almost like the > perl script is NOT taking the prompts. Connecting at localhost? In MySQL, the user 'rt_user'@'something-else' is not the same user as 'rt_user'@'localhost'. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From toml at bitstatement.net Mon Nov 16 19:38:21 2009 From: toml at bitstatement.net (Tom Lahti) Date: Mon, 16 Nov 2009 16:38:21 -0800 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 In-Reply-To: <83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net> <83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local> Message-ID: <4B01F07D.8090502@bitstatement.net> Try> Yes I tried connecting to mysql directly from localhost and that worked: > > [jbarron at help01 ~]$ mysql -u rt_user at localhost -p > Enter password: > ERROR 1045 (28000): Access denied for user > 'rt_user at localhos'@'localhost' (using password: YES) > [jbarron at help01 ~]$ mysql -u rt_user -p > Enter password: > Welcome to the MySQL monitor. Commands end with ; or \g. > Your MySQL connection id is 138 > Server version: 5.0.77 Source distribution > > Type 'help;' or '\h' for help. Type '\c' to clear the buffer. > > mysql> exit; > Bye > [jbarron at help01 ~]$ On *nix, mysql programs read startup options from the following in order: /etc/my.cnf SYSCONFDIR/my.cnf $MYSQL_HOME/my.cnf The file specified with --defaults-extra-file, if any ~/.my.cnf If any of these exist, and there is a [mysql] or [client] section that contains a "host=..." line, then "mysql -u rt_user -p" will connect to that host, not localhost. To force a localhost connection, do: mysql -h localhost -u rt_user -p What I'm getting at is: are you sure your MySQL instance for RT is on localhost? -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From aaron at guise.net.nz Mon Nov 16 21:58:04 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Tue, 17 Nov 2009 15:58:04 +1300 Subject: [rt-users] Not sending auto response from certain from addresses In-Reply-To: <86d53a100911161045i30cd58dcrdff534f3971352c2@mail.gmail.com> References: <86d53a100911161045i30cd58dcrdff534f3971352c2@mail.gmail.com> Message-ID: You probably need to check this out; http://wiki.bestpractical.com/view/OnCreateAutoReplyException -- Regards, Aaron On Tue, Nov 17, 2009 at 7:45 AM, Tyler Hall wrote: > All - > > Is it possible for RT to add an email into a ticket, however do not > send an auto response, just for certain from addresses? > > Thanks! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Mon Nov 16 22:07:09 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Tue, 17 Nov 2009 16:07:09 +1300 Subject: [rt-users] Scrip Question In-Reply-To: <589c94400911122146s4fc9ed5fl8f348497782da32@mail.gmail.com> References: <589c94400911122146s4fc9ed5fl8f348497782da32@mail.gmail.com> Message-ID: Thanks, That was exactly as I needed. On Fri, Nov 13, 2009 at 6:46 PM, Ruslan Zakirov wrote: > Hello Aaron, > > $txn->Content returns text of the comment/reply, but if you need all > attachements then you should walk $txn->Attachments collection. > > On Fri, Nov 13, 2009 at 6:18 AM, Aaron Guise wrote: > > Hi All, > > > > Silly question but, how can I access the Attachments for a related > > Transaction via a scrip? I am wanting to collect a piece out of the > > plaintext content to populate a CF on comment. > > > > > > -- > > 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 > > > > > > -- > Best regards, Ruslan. > -- Regards, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Mon Nov 16 22:25:55 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 16 Nov 2009 22:25:55 -0500 Subject: [rt-users] Attachment Processing In-Reply-To: References: Message-ID: On Mon, Nov 16, 2009 at 17:03, wrote: > All, > I am attempting to automate processing PDF and Word docs into clear text > using xpdf & strings so they can be posted in clear text in the RT > tickets. I have two questions: > > 1 - Has anyone already done this already? I didn't see any obvious matches > search the email lists. > > 2 - Do I just need to move the below files to local and start coding it > out? Or is there some secret undocumented voodoo magic that would prevent > me from ever being successful? > > /opt/rt3/share/html/Ticket/Attachment/dhandler > /opt/rt3/share/html/Ticket/Attachment/WithHeaders/dhandler > /opt/rt3/lib/RT/Attachment.pm Seems like a better place to do this would be between the MTA and rt-mailgate, where you look for attachments of specific MIME types, and then create a corresponding text version. IIRC there's something on the wiki to render html to text, and that would be a good place to start. Otherwise, I'd do it in a scrip at creation. -- Cambridge Energy Alliance: Save money. Save the planet. From slackamp at gmail.com Tue Nov 17 00:32:09 2009 From: slackamp at gmail.com (slamp slamp) Date: Tue, 17 Nov 2009 00:32:09 -0500 Subject: [rt-users] error on preferences page after upgrading from 3.8.5 to 3.8.6 Message-ID: <78926d250911162132j1ddb8854kea650cfb2b775210@mail.gmail.com> Error on preferences page: Can't locate object method "date_format_full" via package "DateTime::Locale::en" at /opt/rt3/bin/../lib/RT/Date.pm line 659. Error in the error_log: FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in hash element at /opt/rt386/share/html/Widgets/Form/Select line 120., referer: https://rt.warpdrive.net/Admin/ Running on CentOS 4.8 and mysql-4.1.22 and httpd-2.0.52 From matthew.seaman at thebunker.net Tue Nov 17 03:15:45 2009 From: matthew.seaman at thebunker.net (Matthew Seaman) Date: Tue, 17 Nov 2009 08:15:45 +0000 Subject: [rt-users] REALLY Confused about RT Extension ExternalAuth and LDAP In-Reply-To: <4B01AC2F.6030809@lbl.gov> References: <4B01AC2F.6030809@lbl.gov> Message-ID: <4B025BB1.3000902@thebunker.net> Ken Crocker wrote: > To list, > > I'm not an internals/Unix Admin or tech. I've been the Admin for "User > Support" for our RT 3.6.4 installation. We successfully use LDAP > Authentication. > I've just been given the responsibility to install 3.8.6 in VM (RHEL 5.3). > > I have some Unix help. However, I have to tell my guy what to > download/install. > > So, as I have been reading past Emails about using the plugin > RT::Extension::ExteranlAuth, I have become quite confused. For example, > when I look at the BestPractical Wiki site for extensions I saw this > comment: > > Once installed, you should view the file: > > 3.4/3.6 $RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm > 3.8 $RTHOME/local/plugins/RT-Auth-ExternalAuth/etc/RT_SiteConfig.pm > > I went to our 3.6.4 directories and didn't see anything in /local/etc at all. > > So, if I have been using LDAP successfully with my 3.6.4 version, > what do I need to do in order to have it work in my 3.8.6 > installation? > > Do I even need the "ExternalAuth" extension? I think part of your confusion is because there were two different methods of hooking up RT to LDAP. RT itself doesn't have any native LDAP-ness. The original method for hooking into LDAP that was popular with 3.6.x was Jim Meyer's LDAP module (See: http://wiki.bestpractical.com/view/LdapSummary). This has now been superceeded by RT::Extension::ExternalAuth. Since you will be trying out a 3.8.x installation, you should install the latest ExternalAuth, which is version 0.08 as of this writing. The settings you will need in RT_SiteConfig.pm for ExternalAuth will look something like this: Set( @Plugins, qw( RT::Authen::ExternalAuth .../other plugins/.... ) ); # Exactly how to do the LDAP stuff Set( $ExternalSettings, { 'localLDAP' => { type => 'ldap', auth => 1, info => 1, server => 'ldapi://%2fvar%2frun%2fopenldap%2fldapi/', base => 'ou=people,dc=example,dc=org', filter => '(objectclass=inetOrgPerson)', d_filter => '(employmentStatus=Terminated)', tls => 0, group => 'cn=rt-users,ou=people,dc=example,dc=org', group_attr => 'uniqueMember', attr_match_list => [ 'Name', 'EmailAddress' ], attr_map => { Name => 'uid', EmailAddress => 'mail', RealName => 'cn', } } } ); That's with OpenLDAP -- AD is much the same idea but uses different object classes and schema. One gotcha I found was that you have to define the d_filter value to an LDAP search term that will fail for a valid account: leaving it blank will cause all your user accounts to be discarded as inactive. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 259 bytes Desc: OpenPGP digital signature URL: From elacour at easter-eggs.com Tue Nov 17 03:29:47 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 17 Nov 2009 09:29:47 +0100 Subject: [rt-users] error on preferences page after upgrading from 3.8.5 to 3.8.6 In-Reply-To: <78926d250911162132j1ddb8854kea650cfb2b775210@mail.gmail.com> References: <78926d250911162132j1ddb8854kea650cfb2b775210@mail.gmail.com> Message-ID: <20091117082947.GA3168@easter-eggs.com> On Tue, Nov 17, 2009 at 12:32:09AM -0500, slamp slamp wrote: > Error on preferences page: > > Can't locate object method "date_format_full" via package > "DateTime::Locale::en" at /opt/rt3/bin/../lib/RT/Date.pm line 659. > > Error in the error_log: > > FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of > uninitialized value in hash element at > /opt/rt386/share/html/Widgets/Form/Select line 120., referer: > https://rt.warpdrive.net/Admin/ > this will be fixed in 3.8.7, as of now, you can just update DateTime::Locale to latest version or grab the commit diff on github: 59000984a6f50c1290a81d116c38a0a87534eae0 From tonyjohn at hcl.in Tue Nov 17 03:31:17 2009 From: tonyjohn at hcl.in (Tony John , Bangalore) Date: Tue, 17 Nov 2009 14:01:17 +0530 Subject: [rt-users] DueDateInBusinessHours not working References: Message-ID: Hi Folks, Please find below the scrip and error log file which I got while executing the scrip: Description: Business Hours Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: my $duedate = RT::Date->new($RT::SystemUser); my $hoursuntildue = 4; use Business::Hours; my $hours = Business::Hours->new(); my $curtime = time; my $bus_hours_duetime = $hours->add_seconds ($curtime, ($hoursuntildue*60*60)); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); return 1; Error Log File [Tue Nov 17 07:24:05 2009] [error]: Scrip 117 Commit failed: Can't locate Business/Hours.pm in @INC (@INC contains: / usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.1 0.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl 5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at (eval 482) line 3. So I pasted the BusinessHours.pm file from the CPAN org in the RT folder but its still givin the same error.What should I do access this package class ? Or is anything wrong in the placing of the file BusinessHours.pm in RT folder? Any help? Regards, Tony John DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- From rui-f-meireles at telecom.pt Tue Nov 17 05:13:17 2009 From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles) Date: Tue, 17 Nov 2009 10:13:17 +0000 Subject: [rt-users] "Update Ticket" takes too long In-Reply-To: References: Message-ID: Hi. I finally have my RT installation configured and in production. For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality. Does anyone know what could be happening? Thank you. From colin at 4pm.ie Tue Nov 17 06:54:26 2009 From: colin at 4pm.ie (colin4pm) Date: Tue, 17 Nov 2009 03:54:26 -0800 (PST) Subject: [rt-users] Problems configuring fetchmail/rt-mailgate Message-ID: <26388117.post@talk.nabble.com> Hi, RT was set up at my workplace, but not really used. I am trying to re-configure it for use now. I'm not familiar with RT. Basically, I'm just trying to set up an email address, to which emails can be sent, and for those emails to show up in RT as tickets. I've set up a new email address in Gmail for this, and have a Support queue in RT. I updated fetchmailrc on the RT machine with the relevant information. However, when I send emails to the Gmail address, nothing appears in RT. If I understand correctly, the theory is that the fetchmail daemon uses IMAP to retrieve the emails from Gmail and passes these to rt-mailgate to pass on to RT. Something is not working, and I'm not sure if it's fetchmail or rt-mailgate (or something else). This is a snippet from fetchmailrc: poll "imap.gmail.com" with protocol IMAP user "jsmith at gmail.com" password "pass1" nofetchall nokeep ssl sslfingerprint "09:0E:5C:1A:DB:0F:5C:81:C0:20:B7:67:C1:CC:DB:B5" mda "/opt/rt3/bin/rt-mailgate --url http://rt.4pm.ie:90/ --queue 'Support' --action correspond" (That's not the actual email address and password - I've just changed them here for this post.) I presume fetchmail is being started automatically when the machine starts. When I access the Gmail account, the test emails I have sent to it are still unread in the inbox. If I navigate to /opt/rt3/bin, rt-mailgate is indeed in the directory, but when I try to run rt-mailgate directly (even just to get a usage message or something), I get: "The program 'rt-mailgate' is currently not installed. You can install it by typing: sudo apt-get install rt3.6-clients" However, when RT was initially set up here, I know rt-mailgate and the email-to-ticket system was working. Is there something obvious I'm overlooking? Thanks in advance. -- View this message in context: http://old.nabble.com/Problems-configuring-fetchmail-rt-mailgate-tp26388117p26388117.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From torsten.brumm at Kuehne-Nagel.com Tue Nov 17 08:02:44 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 17 Nov 2009 14:02:44 +0100 Subject: [rt-users] DueDateInBusinessHours not working In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn> Hi Tony, have you installed the the CPAN Module BUSINESS::HOURS ?? I think copy this to RT folder is not the correct way. Normally: perl -MCPAN -e 'install Business::Hours' should fix your problem Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Tony John , Bangalore Gesendet: Dienstag, 17. November 2009 09:31 An: rt-users at lists.bestpractical.com Betreff: [rt-users] DueDateInBusinessHours not working Hi Folks, Please find below the scrip and error log file which I got while executing the scrip: Description: Business Hours Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: my $duedate = RT::Date->new($RT::SystemUser); my $hoursuntildue = 4; use Business::Hours; my $hours = Business::Hours->new(); my $curtime = time; my $bus_hours_duetime = $hours->add_seconds ($curtime, ($hoursuntildue*60*60)); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); return 1; Error Log File [Tue Nov 17 07:24:05 2009] [error]: Scrip 117 Commit failed: Can't locate Business/Hours.pm in @INC (@INC contains: / usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.1 0.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl 5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at (eval 482) line 3. So I pasted the BusinessHours.pm file from the CPAN org in the RT folder but its still givin the same error.What should I do access this package class ? Or is anything wrong in the placing of the file BusinessHours.pm in RT folder? Any help? Regards, Tony John DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From matiassurdi at gmail.com Tue Nov 17 08:46:24 2009 From: matiassurdi at gmail.com (Matias) Date: Tue, 17 Nov 2009 14:46:24 +0100 Subject: [rt-users] Filter mails from outside my own domain Message-ID: Hi, I have a new RT installation (latest version) and I need to NOT autoreply mails coming from outside my domain, lets say @example.com. So, any internal user sending a mail to helpdesk at example.com should get an autoreply and any user sending a mail from anything else should get nothing. Any suggestion? Thanks From torsten.brumm at Kuehne-Nagel.com Tue Nov 17 09:33:54 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 17 Nov 2009 15:33:54 +0100 Subject: [rt-users] How to get TicketObj from a Ticket ID In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BC9@w3hamboex11.ger.win.int.kn> Hi, i'm now searching since some hours how to get the TicketObj from a given Ticket ID. Normally from within a scrip i go this way: $self->TicketObj and i can work with all the Information (like $self->TicketObj->Status etc) Now i have only i Ticket ID stored in a variable and i'm searching a way to get back my TicketObj. Any hints? I'm lost at the moment Thanks Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne From raubvogel at gmail.com Tue Nov 17 09:43:35 2009 From: raubvogel at gmail.com (Mauricio Tavares) Date: Tue, 17 Nov 2009 09:43:35 -0500 Subject: [rt-users] binary attachment corrupted when RT mails them out In-Reply-To: <20091106164853.GI23631@bestpractical.com> References: <2c6cf52a0911051209n53b109ebuafe60d60487a239c@mail.gmail.com> <20091106164853.GI23631@bestpractical.com> Message-ID: <4B02B697.3090501@gmail.com> Here is an update in my sending corrupt attachments issue: o We got a 3MB test image and made a 600K and a 1.6G version of it. The 600K went fine but the 1.4G one got corrupted all the time. o So, we wrote a wrapper to make a copy of the email that is being sent from RT to the mail program we were using, ssmtp. The attachment at this point was fine down to matching MD5 checksums. But the one sent by ssmtp had issues. Therefore, the problem is not on RT but on ssmtp. It seems it cannot handle larger attachments for whatever reason. Maybe that is the price for using so light weight program. I guess we now need to find a good replacement for it today. I like postfix but think for this application it is a bit of an overkill. But, I do not know what else to do. Suggestions? At least now we know where the problem is. =) From mzagrabe at d.umn.edu Tue Nov 17 09:38:03 2009 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 17 Nov 2009 08:38:03 -0600 Subject: [rt-users] How to get TicketObj from a Ticket ID In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BC9@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BC9@w3hamboex11.ger.win.int.kn> Message-ID: <1258468683.28074.124.camel@grateful.d.umn.edu> On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, > i'm now searching since some hours how to get the TicketObj from a given Ticket ID. > > Normally from within a scrip i go this way: $self->TicketObj and i can work with all the Information (like $self->TicketObj->Status etc) > > Now i have only i Ticket ID stored in a variable and i'm searching a way to get back my TicketObj. my $TicketObj = LoadTicket($id); -- 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 From smithj4 at bnl.gov Tue Nov 17 09:42:53 2009 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 17 Nov 2009 09:42:53 -0500 Subject: [rt-users] How to get TicketObj from a Ticket ID In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BC9@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BC9@w3hamboex11.ger.win.int.kn> Message-ID: <1258468973.11332.3.camel@smith.racf.bnl.gov> On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, > i'm now searching since some hours how to get the TicketObj from a given Ticket ID. > > Normally from within a scrip i go this way: $self->TicketObj and i can work with all the Information (like $self->TicketObj->Status etc) > > Now i have only i Ticket ID stored in a variable and i'm searching a way to get back my TicketObj. > > Any hints? I'm lost at the moment Try something like: my $Ticket = RT::Ticket->new($RT::SystemUser); $Ticket->Load(TicketID#) You can replace $RT::SystemUser with an RT::CurrentUser object for a user in your system if you want to have actions restricted by or transactions recorded for that user. > Thanks > > Torsten > > Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3906 bytes Desc: not available URL: From torsten.brumm at Kuehne-Nagel.com Tue Nov 17 10:12:14 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 17 Nov 2009 16:12:14 +0100 Subject: [rt-users] How to get TicketObj from a Ticket ID In-Reply-To: <1258468683.28074.124.camel@grateful.d.umn.edu> References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BC9@w3hamboex11.ger.win.int.kn> <1258468683.28074.124.camel@grateful.d.umn.edu> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BDE@w3hamboex11.ger.win.int.kn> Hi Matt & Jason, thanks for your support, but i cant get this running. I have tried both methods and both wont work. Here my Action Code: my $DepOnBy = $self->TicketObj->DependedOnBy; while( my $dep = $DepOnBy->Next ) { next unless( $dep->BaseURI->IsLocal ); my $orig = $dep->BaseObj->Id; my $depon = $dep->TargetObj->Id; $RT::Logger->debug("ORIG: $orig DEPON: $depon"); } my $OriginalTicketObj = RT::Ticket->new($RT::SystemUser); $OriginalTicketObj->Load($orig); $RT::Logger->debug("TBRUMM-LWIS-TST: CustomActionCleanCode - Ende"); return 1; --- This is the version like explained from Jason and it is not working. And the same problem if i replace: my $OriginalTicketObj = RT::Ticket->new($RT::SystemUser); $OriginalTicketObj->Load($orig); with my $OriginalTicketObj = LoadTicket($orig); I have now idea anymore whats going wrong at the moment. Thanks Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Matt Zagrabelny Gesendet: Dienstag, 17. November 2009 15:38 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] How to get TicketObj from a Ticket ID On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, > i'm now searching since some hours how to get the TicketObj from a given Ticket ID. > > Normally from within a scrip i go this way: $self->TicketObj and i can > work with all the Information (like $self->TicketObj->Status etc) > > Now i have only i Ticket ID stored in a variable and i'm searching a way to get back my TicketObj. my $TicketObj = LoadTicket($id); -- Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844 University of Minnesota Duluth Information Technology Systems & Services PGP key 1024D/84E22DA2 2005-11-07 Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 He is not a fool who gives up what he cannot keep to gain what he cannot lose. -Jim Elliot _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From G.Booth at lboro.ac.uk Tue Nov 17 10:05:58 2009 From: G.Booth at lboro.ac.uk (G.Booth) Date: Tue, 17 Nov 2009 15:05:58 +0000 Subject: [rt-users] Shredding users Message-ID: Hi Got a quick query regarding the shredder. Im trying to move a users cases to a different user and then shred the first user, using: rt-shredder --plugin "Users=name,user;status,any;replace_relations,user-old" This does everything I want except it still shreds the tickets, whereas I only wanted to get rid of the original user account and preserver the tickets with another user. Does anybody know if theres a way to do this through the shredder tool? regards Garry -- Dr Garry Booth IT Services Loughborough University From chris.p.canipe at rrd.com Tue Nov 17 10:03:54 2009 From: chris.p.canipe at rrd.com (chris.p.canipe at rrd.com) Date: Tue, 17 Nov 2009 09:03:54 -0600 Subject: [rt-users] Question about changing the look and feel of RT In-Reply-To: <20091116115105.T65234@disintegration.igs.net> References: <20091116115105.T65234@disintegration.igs.net> Message-ID: Jake, Here's how I've changed the background: I copied /usr/local/rt3/share/html/NoAuth/css/web2/layout.css to /usr/local/rt3/local/html/NoAuth/css/web2/layout.css, commented out "background:" under "body" and created a new background entry: "background: #8B0000;" Chris elsif Sent by: rt-users-bounces at lists.bestpractical.com 11/16/2009 10:59 AM To rt-users at lists.bestpractical.com cc Subject [rt-users] Question about changing the look and feel of RT RT 3.8.5 on FreeBSD-6.2 using Apache 2.2.6 using mason_handler.fcgi I can not figure out how to change the color scheme of RT to be red instead of blue. I've Googled the hell out of the issue and have yet to come to a solution. I've found and replaced: /opt/rt3/share/html/NoAuth/css/web2/images/source/background-gradient.png ...with my own, which results in the top menu bar "RT at a glance" + "New ticket in" toolbar is now red. The rest of the page remains blue. I've tried changing multiple color entries in multiple .css files, but have yet to find the one that works. My HTML source refers to: ...but I have no main-squished.css anywhere. I've tried changing settings in /opt/rt3/share/html/NoAuth/css/web2/main.css, but have yet to find the right one. The worst part about this is that I know I've found the answer to this years ago in what was probably RT 3.0.x ro 3.1.x...and I know the answer must be out there somewhere, but just can't find it... If anyone can provide me guidance here, I would greatly appreciate it. -Jake _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 torsten.brumm at Kuehne-Nagel.com Tue Nov 17 10:47:15 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 17 Nov 2009 16:47:15 +0100 Subject: [rt-users] How to get TicketObj from a Ticket ID In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BDE@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BC9@w3hamboex11.ger.win.int.kn><1258468683.28074.124.camel@grateful.d.umn.edu> <16426EA38D57E74CB1DE5A6AE1DB0394026A7BDE@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7BEE@w3hamboex11.ger.win.int.kn> Finally i got the error. outsite the while loop the $orig variable does not exsist. Thanks to all for the help. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Dienstag, 17. November 2009 16:12 An: Matt Zagrabelny; rt-users at lists.bestpractical.com; smithj4 at bnl.gov Betreff: Re: [rt-users] How to get TicketObj from a Ticket ID Hi Matt & Jason, thanks for your support, but i cant get this running. I have tried both methods and both wont work. Here my Action Code: my $DepOnBy = $self->TicketObj->DependedOnBy; while( my $dep = $DepOnBy->Next ) { next unless( $dep->BaseURI->IsLocal ); my $orig = $dep->BaseObj->Id; my $depon = $dep->TargetObj->Id; $RT::Logger->debug("ORIG: $orig DEPON: $depon"); } my $OriginalTicketObj = RT::Ticket->new($RT::SystemUser); $OriginalTicketObj->Load($orig); $RT::Logger->debug("TBRUMM-LWIS-TST: CustomActionCleanCode - Ende"); return 1; --- This is the version like explained from Jason and it is not working. And the same problem if i replace: my $OriginalTicketObj = RT::Ticket->new($RT::SystemUser); $OriginalTicketObj->Load($orig); with my $OriginalTicketObj = LoadTicket($orig); I have now idea anymore whats going wrong at the moment. Thanks Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Matt Zagrabelny Gesendet: Dienstag, 17. November 2009 15:38 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] How to get TicketObj from a Ticket ID On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, > i'm now searching since some hours how to get the TicketObj from a given Ticket ID. > > Normally from within a scrip i go this way: $self->TicketObj and i can > work with all the Information (like $self->TicketObj->Status etc) > > Now i have only i Ticket ID stored in a variable and i'm searching a way to get back my TicketObj. my $TicketObj = LoadTicket($id); -- Matt Zagrabelny - mzagrabe at d.umn.edu - (218) 726 8844 University of Minnesota Duluth Information Technology Systems & Services PGP key 1024D/84E22DA2 2005-11-07 Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 He is not a fool who gives up what he cannot keep to gain what he cannot lose. -Jim Elliot _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From G.Booth at lboro.ac.uk Tue Nov 17 10:50:46 2009 From: G.Booth at lboro.ac.uk (G.Booth) Date: Tue, 17 Nov 2009 15:50:46 +0000 Subject: [rt-users] Shredding users References: Message-ID: > I guess your best bet would be to change the owner of >the tickets first > before running the shredder tool? > > Andy Hi Andy Id like to change the histroy in the ticket so user becomes user-old throughout, sadly changing the ticket owner doesnt do this :-[ regards Garry ps I tested this on 3.8.1 (shouldve mentioned in the original email - doh!) From andy at andymillar.co.uk Tue Nov 17 10:43:59 2009 From: andy at andymillar.co.uk (Andy Millar) Date: Tue, 17 Nov 2009 15:43:59 -0000 Subject: [rt-users] Shredding users In-Reply-To: References: Message-ID: <1258472639.4847.355.camel@millaralpt> On Tue, 2009-11-17 at 15:05 +0000, G.Booth wrote: > This does everything I want except it still shreds the tickets, whereas I > only wanted to get rid of the original user account and preserver the > tickets with another user. Does anybody know if theres a way to do this > through the shredder tool? I guess your best bet would be to change the owner of the tickets first before running the shredder tool? Andy -------------- next part -------------- An HTML attachment was scrubbed... URL: From andy at andymillar.co.uk Tue Nov 17 11:02:00 2009 From: andy at andymillar.co.uk (Andy Millar) Date: Tue, 17 Nov 2009 16:02:00 +0000 Subject: [rt-users] Shredding users In-Reply-To: References: Message-ID: <1258473720.4847.365.camel@millaralpt> On Tue, 2009-11-17 at 15:50 +0000, G.Booth wrote: > Id like to change the histroy in the ticket so user becomes user-old > throughout, sadly changing the ticket owner doesnt do this :-[ > Then I suspect shredder is the wrong tool. Have you considered just renaming all the users using the RT API? (ok, I'm making a little bit of an assumption that you can do this, but I'd guess you can). Andy From jbarron at afsnetworks.com Tue Nov 17 11:12:31 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Tue, 17 Nov 2009 11:12:31 -0500 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 In-Reply-To: <4B01F07D.8090502@bitstatement.net> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net> <83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local> <4B01F07D.8090502@bitstatement.net> Message-ID: <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> Hi Tom, There is only one my.cnf and it doesn't contain those sections with that line. From what I can determine mysql is set to listen to any address. When I forced a localhost connection, I was able to connect as both root and rt_user. -Josh -----Original Message----- From: Tom Lahti [mailto:toml at bitstatement.net] Sent: Monday, November 16, 2009 5:38 PM To: Barron, Josh Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 Try> Yes I tried connecting to mysql directly from localhost and that worked: > > [jbarron at help01 ~]$ mysql -u rt_user at localhost -p > Enter password: > ERROR 1045 (28000): Access denied for user > 'rt_user at localhos'@'localhost' (using password: YES) > [jbarron at help01 ~]$ mysql -u rt_user -p > Enter password: > Welcome to the MySQL monitor. Commands end with ; or \g. > Your MySQL connection id is 138 > Server version: 5.0.77 Source distribution > > Type 'help;' or '\h' for help. Type '\c' to clear the buffer. > > mysql> exit; > Bye > [jbarron at help01 ~]$ On *nix, mysql programs read startup options from the following in order: /etc/my.cnf SYSCONFDIR/my.cnf $MYSQL_HOME/my.cnf The file specified with --defaults-extra-file, if any ~/.my.cnf If any of these exist, and there is a [mysql] or [client] section that contains a "host=..." line, then "mysql -u rt_user -p" will connect to that host, not localhost. To force a localhost connection, do: mysql -h localhost -u rt_user -p What I'm getting at is: are you sure your MySQL instance for RT is on localhost? -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From matt.adams at cypressinteractive.com Tue Nov 17 11:08:22 2009 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Tue, 17 Nov 2009 09:08:22 -0700 Subject: [rt-users] Alternate email addresses for user accounts Message-ID: <4B02CA76.2000904@cypressinteractive.com> Folks: Is there any way to have alternate email addresses per user account? I read something about this on the wiki wish lists but couldn't find any more current information about it. We have staff members who may use more than one email address. Our LDAP tree, by which we are authenticating, already knows about these email addresses. It would be advantageous if RT was able to figure out that bob.jones at example.org and bob at example.org were actually the same person. Has anyone had any success in implementing something that would grant RT this capability or am I up a creek and just need to force everyone to use the same email address? Thanks in advance, Matt -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From matt.adams at cypressinteractive.com Tue Nov 17 11:09:36 2009 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Tue, 17 Nov 2009 09:09:36 -0700 Subject: [rt-users] Alternate email addresses for user accounts In-Reply-To: <4B02CA76.2000904@cypressinteractive.com> References: <4B02CA76.2000904@cypressinteractive.com> Message-ID: <4B02CAC0.90009@cypressinteractive.com> Matt Adams wrote: > We have staff members who may use more than one email address. Our LDAP > tree, by which we are authenticating, already knows about these email > addresses. For the sake of clarification, I'd even be good with a solution that didn't involve LDAP. -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From jesse at bestpractical.com Tue Nov 17 11:20:02 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 17 Nov 2009 11:20:02 -0500 Subject: [rt-users] Alternate email addresses for user accounts In-Reply-To: <4B02CAC0.90009@cypressinteractive.com> References: <4B02CA76.2000904@cypressinteractive.com> <4B02CAC0.90009@cypressinteractive.com> Message-ID: <20091117162002.GF24319@bestpractical.com> RT::Extension::MergeUsers is what I'd think of first On Tue, Nov 17, 2009 at 09:09:36AM -0700, Matt Adams wrote: > Matt Adams wrote: > > > We have staff members who may use more than one email address. Our LDAP > > tree, by which we are authenticating, already knows about these email > > addresses. > > For the sake of clarification, I'd even be good with a solution that > didn't involve LDAP. > > -- > Matt Adams > Development & Network Services, Cypress Interactive > http://cypressinteractive.com, http://edsuite.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 Tue Nov 17 11:24:51 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 17 Nov 2009 08:24:51 -0800 Subject: [rt-users] "Update Ticket" takes too long In-Reply-To: References: Message-ID: <4B02CE53.1050504@lbl.gov> Rui, It could be a lot of things. For example, you could have a loooong list of requestors and RT is trying to notify ALL of them. Could be you have a lot of watchers and a scrip that notify's them on everything. It takes any application much longer to perform I/O with other systems (like mailgate, etc.) than it does for it's own internal workings. I'd look at the permissions you have set up and the watchers/scrips. Kenn LBNL On 11/17/2009 2:13 AM, Rui Vitor Figueiras Meireles wrote: > Hi. I finally have my RT installation configured and in production. > > For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality. > > Does anyone know what could be happening? Thank you. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From kfcrocker at lbl.gov Tue Nov 17 11:30:49 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 17 Nov 2009 08:30:49 -0800 Subject: [rt-users] Shredding users In-Reply-To: <1258473720.4847.365.camel@millaralpt> References: <1258473720.4847.365.camel@millaralpt> Message-ID: <4B02CFB9.1050000@lbl.gov> G.Booth, You could also use the SQL native to your DataBase and do it manually. However, keep in mind that it is a RISKY business. You must be sure that whatever UserID you change the info to REALLY exists, or your history will break when looking at a ticket. Kenn LBNL On 11/17/2009 8:02 AM, Andy Millar wrote: > On Tue, 2009-11-17 at 15:50 +0000, G.Booth wrote: > >> Id like to change the histroy in the ticket so user becomes user-old >> throughout, sadly changing the ticket owner doesnt do this :-[ >> >> > > Then I suspect shredder is the wrong tool. > > Have you considered just renaming all the users using the RT API? (ok, > I'm making a little bit of an assumption that you can do this, but I'd > guess you can). > > 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 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From NFOGGI at depaul.edu Tue Nov 17 12:04:20 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Tue, 17 Nov 2009 11:04:20 -0600 Subject: [rt-users] RTx::WorkFlowBuilder Depends On Question Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C562F@XVS01.dpu.depaul.edu> Hey Everyone, I'm working on setting up RTx::WorkFlowBuilder, I have the following in my RT_SiteConfig: ######## Set($WorkflowBuilderStages, { 'approver1-approval' => { content => 'content', subject => 'Architect Approval for Request: {$Approving->Id} - {$Approving->Subject}', owner => 'approver1' }, 'approver2-approval' => { content => 'content', subject => 'Architect Approval for Request: {$Approving->Id} - {$Approving->Subject}', owner => 'approver2' }, 'director-approval' => { content => 'content', subject => 'Director Approval for Request: {$Approving->Id} - {$Approving->Subject}', owner => 'director'}, } ); Set( $WorkflowBuilderRules, { 'nti-test-approval' => [ ['approver1-approval', 'approver2-approval'] => 'director-approval'] } ); ######## which generates the following template: ######## ===Create-Ticket: workflow-approver1-approval Subject: Architect Approval for Request: {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject} Refers-To: TOP Queue: ___Approvals Owner: approver1 Requestors: {$Tickets{TOP}->Requestors} Type: approval Content-Type: text/plain Due: {time + 86400} Content: content ENDOFCONTENT ===Create-Ticket: workflow-approver2-approval Subject: Architect Approval for Request: {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject} Refers-To: TOP Queue: ___Approvals Owner: approver2 Requestors: {$Tickets{TOP}->Requestors} Type: approval Depends-On: workflow-approver1-approval Content-Type: text/plain Due: {time + 86400} Content: content ENDOFCONTENT ===Create-Ticket: workflow-director-approval Subject: Director Approval for Request: {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject} Refers-To: TOP Queue: ___Approvals Owner: director Requestors: {$Tickets{TOP}->Requestors} Depended-On-By: TOP Type: approval Depends-On: workflow-ARRAY(0x996b490) Content-Type: text/plain Due: {time + 86400} Content: content ENDOFCONTENT ######## we're seeing a few problems: 1. the approver2 child ticket isn't notifying the approver2 that they have a pending approval, that specific ticket is in the "new" status vs the "open" status that the other 2 are 2. the director is getting notified of pending approval before an approver1 (or approver2) approves the ticket 3. if approver1 denies the request, the ticket does not get closed (didn't test approver2).. if the director does, it closes like it should is anyone using it in production with a dual approval for the 1st step? I found the "Depends-On: workflow-ARRAY(0x996b490)" of the child ticket for the director a little interesting. Also, the doc doesn't specify, but do I need to add RTx::WorkFlowBuilder to the list of plugins in RT_SiteConfig? Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From rui-f-meireles at telecom.pt Tue Nov 17 12:20:53 2009 From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles) Date: Tue, 17 Nov 2009 17:20:53 +0000 Subject: [rt-users] "Update Ticket" takes too long In-Reply-To: <4B02CE53.1050504@lbl.gov> References: <4B02CE53.1050504@lbl.gov> Message-ID: Thank you. I believe it was a DNS problem. I have a scrip to send e-mail notifications to all members of a certain group whenever a new ticket is posted in a certain queue. However, there was only 1 member in that group! The process of sending the e-mail was taking too long probably because the server couldn't find (immediately) the MX record of the domain. I corrected this and now it seems quicker. Thanks! Rui Meireles -----Original Message----- From: Ken Crocker [mailto:kfcrocker at lbl.gov] Sent: ter?a-feira, 17 de Novembro de 2009 16:25 To: Rui Vitor Figueiras Meireles Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] "Update Ticket" takes too long Rui, It could be a lot of things. For example, you could have a loooong list of requestors and RT is trying to notify ALL of them. Could be you have a lot of watchers and a scrip that notify's them on everything. It takes any application much longer to perform I/O with other systems (like mailgate, etc.) than it does for it's own internal workings. I'd look at the permissions you have set up and the watchers/scrips. Kenn LBNL On 11/17/2009 2:13 AM, Rui Vitor Figueiras Meireles wrote: > Hi. I finally have my RT installation configured and in production. > > For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality. > > Does anyone know what could be happening? Thank you. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From torsten.brumm at Kuehne-Nagel.com Tue Nov 17 12:35:56 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 17 Nov 2009 18:35:56 +0100 Subject: [rt-users] Create Ticket Links via Scrip In-Reply-To: References: <4B02CE53.1050504@lbl.gov> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7C09@w3hamboex11.ger.win.int.kn> Hi, another (hopefully) tiny problem. I'm trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child link to an existing ticket) My Idea: $self->TicketObj->AddLink(Type=>'Members',Target=>ID_OF_CHILD); but this is not working. I have tried with success the following: $self->TicketObj->AddLink(Type=>'MemberOf',Target=>ID_OF_CHILD); $self->TicketObj->AddLink(Type=>'RefersTo',Target=>ID_OF_CHILD); $self->TicketObj->AddLink(Type=>'ReferedToBy',Target=>ID_OF_CHILD); All are working but Members is not working. I see at the ticket history: RT_SYSTEM - thats all and nothing inside the Logs Any Ideas? Is this a typo error?!? Thanks Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne From tonyjohn at hcl.in Tue Nov 17 12:52:35 2009 From: tonyjohn at hcl.in (Tony John , Bangalore) Date: Tue, 17 Nov 2009 23:22:35 +0530 Subject: [rt-users] Error :is no longer a value for custom field In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn> Message-ID: Hi , Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error "is no longer a value for custom field value ".Any help? Regards, Tony John DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- From G.Booth at lboro.ac.uk Tue Nov 17 12:56:28 2009 From: G.Booth at lboro.ac.uk (G.Booth) Date: Tue, 17 Nov 2009 17:56:28 +0000 Subject: [rt-users] Shredding users References: Message-ID: On Tue, 17 Nov 2009 08:30:49 -0800 Ken Crocker wrote: > G.Booth, > > You could also use the SQL native to your DataBase and >do it manually. However, keep in mind that it is a RISKY >business. You must be sure that whatever UserID you >change the info to REALLY exists, or your history will >break when looking at a ticket. > > Kenn > LBNL Hi Kenn Im trying to avoid that if I can, for just the reasons you list. I can't figure out what the "replace_relations" part of the shredder is for if not this. If you dump the sql as you run the shred and re-inject it into the database, it seems (at first glance) to have done exactly what I want and all i need to do is now delete the original user. It seems very odd that it would let you go to all of the trouble to rename everything only to then wipe all evidence of it. regards Garry From kfcrocker at lbl.gov Tue Nov 17 13:19:15 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 17 Nov 2009 10:19:15 -0800 Subject: [rt-users] Error :is no longer a value for custom field In-Reply-To: References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn> Message-ID: <4B02E923.4040402@lbl.gov> Tony, A couple of questions first: 1) Does the Custom Field have Categories? 2) Does the Custom Field actually get updated with that value, regardless of error message? 3) what does your scrip code look like? I can't offer suggestions to code I cannot see. Kenn LBNL On 11/17/2009 9:52 AM, Tony John , Bangalore wrote: > Hi , > Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error "is no longer a value for custom field value ".Any help? > > Regards, > Tony John > > DISCLAIMER: > ----------------------------------------------------------------------------------------------------------------------- > > The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. > It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in > this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. > Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of > this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have > received this email in error please delete it and notify the sender immediately. Before opening any mail and > attachments please check them for viruses and defect. > > ----------------------------------------------------------------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From tonyjohn at hcl.in Tue Nov 17 13:20:40 2009 From: tonyjohn at hcl.in (Tony John , Bangalore) Date: Tue, 17 Nov 2009 23:50:40 +0530 Subject: [rt-users] Error while updating a custom filed value using scrip References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn> Message-ID: Hi , Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error "is no longer a value for custom field value ".Any help? Regards, Tony John DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- From kfcrocker at lbl.gov Tue Nov 17 13:21:35 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 17 Nov 2009 10:21:35 -0800 Subject: [rt-users] Shredding users In-Reply-To: References: Message-ID: <4B02E9AF.1040003@lbl.gov> G.Booth, Yep, that seems odd. I've done most of my changes to the USERS Table manually in the past. WAY too intense! I'm hoping to move over to shredder with the 3.8.6 version we're about to test. Kenn LBNL On 11/17/2009 9:56 AM, G.Booth wrote: > On Tue, 17 Nov 2009 08:30:49 -0800 > Ken Crocker wrote: >> G.Booth, >> >> You could also use the SQL native to your DataBase and do it >> manually. However, keep in mind that it is a RISKY business. You must >> be sure that whatever UserID you change the info to REALLY exists, or >> your history will break when looking at a ticket. >> >> Kenn >> LBNL > > Hi Kenn > > Im trying to avoid that if I can, for just the reasons you list. > I can't figure out what the "replace_relations" part of the shredder > is for if not this. If you dump the sql as you run the shred and > re-inject it into the database, it seems (at first glance) to have > done exactly what I want and all i need to do is now delete the > original user. It seems very odd that it would let you go to all of > the trouble to rename everything only to then wipe all evidence of it. > > regards > Garry > From tonyjohn at hcl.in Tue Nov 17 13:27:22 2009 From: tonyjohn at hcl.in (Tony John , Bangalore) Date: Tue, 17 Nov 2009 23:57:22 +0530 Subject: [rt-users] Error :is no longer a value for custom field In-Reply-To: <4B02E923.4040402@lbl.gov> References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn> <4B02E923.4040402@lbl.gov> Message-ID: Hi, 1.Custom field is set as Select a value 2. Below mentioned is the history of actions Tue Nov 17 12:35:38 2009 Rukmangb - Deal Id 111 added # Tue Nov 17 12:35:38 2009 Rukmangb - Brand 111 added # Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI Entry # Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry changed to CI New # Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI Entry # Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry deleted 3. Custom condition: return 0 unless ($self->TicketObj->FirstCustomFieldValue('Deal Id') ne "" and $self->TicketObj->FirstCustomFieldValue('Brand') ne "" and $self->TicketObj->FirstCustomFieldValue('CI Ticket State') eq "CI New"); return 1; Custom preparation code : Return 1; Custom Action clean up code : my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => 13, Value => "CI Entry", RecordTransaction => 1); return 1; Regards, Tony John -----Original Message----- From: Ken Crocker [mailto:kfcrocker at lbl.gov] Sent: Tuesday, November 17, 2009 11:49 PM To: Tony John , Bangalore Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Error :is no longer a value for custom field Tony, A couple of questions first: 1) Does the Custom Field have Categories? 2) Does the Custom Field actually get updated with that value, regardless of error message? 3) what does your scrip code look like? I can't offer suggestions to code I cannot see. Kenn LBNL On 11/17/2009 9:52 AM, Tony John , Bangalore wrote: > Hi , > Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error "is no longer a value for custom field value ".Any help? > > Regards, > Tony John > > DISCLAIMER: > ----------------------------------------------------------------------------------------------------------------------- > > The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. > It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in > this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. > Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of > this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have > received this email in error please delete it and notify the sender immediately. Before opening any mail and > attachments please check them for viruses and defect. > > ----------------------------------------------------------------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Nov 17 14:38:34 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 17 Nov 2009 11:38:34 -0800 Subject: [rt-users] Error :is no longer a value for custom field In-Reply-To: References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn> <4B02E923.4040402@lbl.gov> Message-ID: <4B02FBBA.6090309@lbl.gov> Tony, It looks like you're doing this on any create or modify transaction. So I'll assume you're happy with your condition. This is the way I would write the action: Custom Prep Code: # Set base values my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "WhateverItIs"; my $cf_value = "CI Entry"; # Update Custom Field $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; I Like to use $RT::Sysytemuser so I won't have a problem with privileges on a Custom Field. I also like to specify an actual "NAME". That way whenever I have to debug the code, I know what the field is. I might not remember what ID 13 is. I also like to do this in the prep code. You never know if you might create another scrip that depends on this value being set BEFORE the transaction has completed. This would be if you have several scrips that run in "Batch" sequence. Anyway, I hope this helps. Kenn LBNL On 11/17/2009 10:27 AM, Tony John , Bangalore wrote: > Hi, > 1.Custom field is set as Select a value > > 2. Below mentioned is the history of actions > Tue Nov 17 12:35:38 2009 Rukmangb - Deal Id 111 added > > > # Tue Nov 17 12:35:38 2009 Rukmangb - Brand 111 added > # Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI Entry > # Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry changed to CI New > # Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI Entry > # Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry deleted > > 3. > Custom condition: > return 0 unless ($self->TicketObj->FirstCustomFieldValue('Deal Id') ne "" and $self->TicketObj->FirstCustomFieldValue('Brand') ne "" and > $self->TicketObj->FirstCustomFieldValue('CI Ticket State') eq "CI New"); > return 1; > > Custom preparation code : > Return 1; > > Custom Action clean up code : > my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( > Field => 13, > Value => "CI Entry", > RecordTransaction => 1); > return 1; > > > Regards, > Tony John > > -----Original Message----- > From: Ken Crocker [mailto:kfcrocker at lbl.gov] > Sent: Tuesday, November 17, 2009 11:49 PM > To: Tony John , Bangalore > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Error :is no longer a value for custom field > > Tony, > > A couple of questions first: > > 1) Does the Custom Field have Categories? > 2) Does the Custom Field actually get updated with that value, > regardless of error message? > 3) what does your scrip code look like? > > I can't offer suggestions to code I cannot see. > > Kenn > LBNL > > On 11/17/2009 9:52 AM, Tony John , Bangalore wrote: > >> Hi , >> Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error "is no longer a value for custom field value ".Any help? >> >> Regards, >> Tony John >> >> DISCLAIMER: >> ----------------------------------------------------------------------------------------------------------------------- >> >> The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. >> It shall not attach any liability on the originator or HCL or its affiliates. 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Before opening any mail and >> attachments please check them for viruses and defect. >> >> ----------------------------------------------------------------------------------------------------------------------- >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 raubvogel at gmail.com Tue Nov 17 16:18:01 2009 From: raubvogel at gmail.com (Mauricio Tavares) Date: Tue, 17 Nov 2009 16:18:01 -0500 Subject: [rt-users] msmtp and Broken pipe Message-ID: <2c6cf52a0911171318u459ab3a4vd750e9ad6018353b@mail.gmail.com> Since it seems that ssmtp cannot handle the emails with the attachments we were sending, I decided to give msmtp a try. So, I set it up following the wiki at http://wiki.bestpractical.com/view/msmtp and sent a test email. In /var/lo/syslog I got: Nov 17 15:06:08 tickets RT: About to commit scrips for transaction #2323 Nov 17 15:06:08 tickets RT: #133/2323 - Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266) Nov 17 15:06:09 tickets RTmailer: CALL /usr/bin/msmtp -nt -oi -t RETURNED 78 Nov 17 15:06:09 tickets RT: Could not send mail: Close failed: Broken pipe at /usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm line 342. Stack: [/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:342] [/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:288] [/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:107] [/usr/share/request-tracker3.6/lib/RT/ScripAction_Overlay.pm:242] [/usr/share/request-tracker3.6/lib/RT/Scrip_Overlay.pm:507] [/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:195] [/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:181] [/usr/share/request-tracker3.6/lib/RT/Record.pm:1466] [/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:2435] [/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:2348] [/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:780] [/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/share/request-tracker3.6/lib/RT/Action/Sen Nov 17 15:06:09 tickets RT: #133/2323 - Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266) Nov 17 15:06:09 tickets RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278) Nov 17 15:06:09 tickets RT: #133/2323 - Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266) Why would I be getting a broken pipe? From toml at bitstatement.net Tue Nov 17 16:30:53 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 17 Nov 2009 13:30:53 -0800 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 In-Reply-To: <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net> <83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local> <4B01F07D.8090502@bitstatement.net> <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> Message-ID: <4B03160D.309@bitstatement.net> > Hi Tom, > > There is only one my.cnf and it doesn't contain those sections with that > line. From what I can determine mysql is set to listen to any address. > When I forced a localhost connection, I was able to connect as both root > and rt_user. > > -Josh Huh. So you did: > mysql -h localhost -u rt_user -p and you're sure there's no ~/.my.cnf (note leading dot, its a hidden file). That is strange. I'm not sure how the schema upgrade script makes its connection to mysql, if its using the mysql client program then it should work exactly the same. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From jbarron at afsnetworks.com Tue Nov 17 16:36:25 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Tue, 17 Nov 2009 16:36:25 -0500 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory In-Reply-To: <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net> <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> Message-ID: <83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local> I was able to finally get the script to take. Now it seems I have a permissions issue that I can't get around: [Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:222]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:169]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:155]\n [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:329]\n [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:53]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:633]\n [/opt/rt3/bin/../lib/RT/Interface/Web/Handler.pm:161]\n [/opt/rt3/bin/../lib/RT/Interface/Web/Handler.pm:141]\n [/opt/rt3/bin/webmux.pl:160]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:0]\n The directory in question has the following permissions on it: [root at help01 rt3]# ls -l /opt/rt3/var/ total 24 drwxrwxrwx 2 apache apache 4096 Oct 30 15:51 log drwxrwxrwx 5 apache apache 4096 Nov 17 13:33 mason_data drwxrwxrwx 2 apache apache 4096 Oct 30 15:51 session_data It doesn't look like a permissions issue but I can't figure out why it is being denied. There is no .htaccess in there. -Josh -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Barron, Josh Sent: Tuesday, November 17, 2009 9:13 AM To: Tom Lahti Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 Hi Tom, There is only one my.cnf and it doesn't contain those sections with that line. From what I can determine mysql is set to listen to any address. When I forced a localhost connection, I was able to connect as both root and rt_user. -Josh -----Original Message----- From: Tom Lahti [mailto:toml at bitstatement.net] Sent: Monday, November 16, 2009 5:38 PM To: Barron, Josh Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 Try> Yes I tried connecting to mysql directly from localhost and that worked: > > [jbarron at help01 ~]$ mysql -u rt_user at localhost -p > Enter password: > ERROR 1045 (28000): Access denied for user > 'rt_user at localhos'@'localhost' (using password: YES) > [jbarron at help01 ~]$ mysql -u rt_user -p > Enter password: > Welcome to the MySQL monitor. Commands end with ; or \g. > Your MySQL connection id is 138 > Server version: 5.0.77 Source distribution > > Type 'help;' or '\h' for help. Type '\c' to clear the buffer. > > mysql> exit; > Bye > [jbarron at help01 ~]$ On *nix, mysql programs read startup options from the following in order: /etc/my.cnf SYSCONFDIR/my.cnf $MYSQL_HOME/my.cnf The file specified with --defaults-extra-file, if any ~/.my.cnf If any of these exist, and there is a [mysql] or [client] section that contains a "host=..." line, then "mysql -u rt_user -p" will connect to that host, not localhost. To force a localhost connection, do: mysql -h localhost -u rt_user -p What I'm getting at is: are you sure your MySQL instance for RT is on localhost? -- -- Tom Lahti, SCMDBA, LPIC-1 BIT 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 toml at bitstatement.net Tue Nov 17 16:46:56 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 17 Nov 2009 13:46:56 -0800 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory In-Reply-To: <83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net> <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> <83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local> Message-ID: <4B0319D0.8080409@bitstatement.net> > [Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not > create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission > denied\nStack:\n You need to look specifically at the permissions on /opt/rt3/var/mason_data/obj and verify that the user the web server runs as can write to that directory. The higher level directories are irrelevant. Also, if you are using POSIX ACLs you might need to getfacl /opt/rt3/var/mason_data/obj -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From jbarron at afsnetworks.com Tue Nov 17 16:51:47 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Tue, 17 Nov 2009 16:51:47 -0500 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory In-Reply-To: <4B0319D0.8080409@bitstatement.net> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net> <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> <83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local> <4B0319D0.8080409@bitstatement.net> Message-ID: <83436142B1652443AD231375C735F850D9B93F@exch01roc.darfibernt.local> Thanks Tom, Looks like the permissions are set correctly: [root at help01 rt3]# ls -l /opt/rt3/var/mason_data/ total 24 drwxrwxrwx 2 apache apache 4096 Oct 30 15:51 cache drwxrwxrwx 2 apache apache 4096 Oct 30 15:51 etc drwxrwxrwx 2 apache apache 4096 Nov 17 13:33 obj [root at help01 rt3]# getfacl /opt/rt3/var/mason_data/obj getfacl: Removing leading '/' from absolute path names # file: opt/rt3/var/mason_data/obj # owner: apache # group: apache user::rwx group::rwx other::rwx -----Original Message----- From: Tom Lahti [mailto:toml at bitstatement.net] Sent: Tuesday, November 17, 2009 2:47 PM To: Barron, Josh Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory > [Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not > create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission > denied\nStack:\n You need to look specifically at the permissions on /opt/rt3/var/mason_data/obj and verify that the user the web server runs as can write to that directory. The higher level directories are irrelevant. Also, if you are using POSIX ACLs you might need to getfacl /opt/rt3/var/mason_data/obj -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From toml at bitstatement.net Tue Nov 17 17:51:36 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 17 Nov 2009 14:51:36 -0800 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory In-Reply-To: <83436142B1652443AD231375C735F850D9B93F@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net> <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> <83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local> <4B0319D0.8080409@bitstatement.net> <83436142B1652443AD231375C735F850D9B93F@exch01roc.darfibernt.local> Message-ID: <4B0328F8.1070308@bitstatement.net> >> [Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not >> create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission Does the *file* .__obj_create_marker already exist in that location, with some un-overwritable permissions perhaps? Or perhaps its in use? lsof | grep marker -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From jbarron at afsnetworks.com Tue Nov 17 17:56:49 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Tue, 17 Nov 2009 17:56:49 -0500 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory In-Reply-To: <4B0328F8.1070308@bitstatement.net> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net> <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> <83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local> <4B0319D0.8080409@bitstatement.net> <83436142B1652443AD231375C735F850D9B93F@exch01roc.darfibernt.local> <4B0328F8.1070308@bitstatement.net> Message-ID: <83436142B1652443AD231375C735F850D9B97C@exch01roc.darfibernt.local> That file does not exist in the new RT directory, nor is any file by that name in use anywhere from what I can see. I'm really baffled by this. -Josh -----Original Message----- From: Tom Lahti [mailto:toml at bitstatement.net] Sent: Tuesday, November 17, 2009 3:52 PM To: Barron, Josh Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory >> [Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not >> create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission Does the *file* .__obj_create_marker already exist in that location, with some un-overwritable permissions perhaps? Or perhaps its in use? lsof | grep marker -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From stuart.browne at ausregistry.com.au Tue Nov 17 20:03:45 2009 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Wed, 18 Nov 2009 12:03:45 +1100 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory In-Reply-To: <83436142B1652443AD231375C735F850D9B97C@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local> <4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net> <83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local> <83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local> <4B0319D0.8080409@bitstatement.net> <83436142B1652443AD231375C735F850D9B93F@exch01roc.darfibernt.local> <4B0328F8.1070308@bitstatement.net> <83436142B1652443AD231375C735F850D9B97C@exch01roc.darfibernt.local> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E1E9D318D@off-win2003-01.ausregistrygroup.local> > -----Original Message----- > From: Barron, Josh > > That file does not exist in the new RT directory, nor is any file by > that name in use anywhere from what I can see. > > I'm really baffled by this. SELinux isn't turned on by any chance is it? getenforce ausearch -m avc -ts today Stuart From jbarron at afsnetworks.com Tue Nov 17 20:13:38 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Tue, 17 Nov 2009 20:13:38 -0500 Subject: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE:mason_data directory In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB3E1E9D318D@off-win2003-01.ausregistrygroup.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local><4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net><83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local><83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local><4B0319D0.8080409@bitstatement.net><83436142B1652443AD231375C735F850D9B93F@exch01roc.darfibernt.local><4B0328F8.1070308@bitstatement.net> <83436142B1652443AD231375C735F850D9B97C@exch01roc.darfibernt.local> <8CEF048B9EC83748B1517DC64EA130FB3E1E9D318D@off-win2003-01.ausregistrygroup.local> Message-ID: <83436142B1652443AD231375C735F850D9B9C3@exch01roc.darfibernt.local> Looks like it is on: [root at help01 jbarron]# /usr/sbin/getenforce Enforcing [root at help01 jbarron]# /sbin/ausearch -m avc -ts today -----Original Message----- From: Stuart Browne [mailto:stuart.browne at ausregistry.com.au] Sent: Tuesday, November 17, 2009 6:04 PM To: Barron, Josh; Tom Lahti Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE:mason_data directory > -----Original Message----- > From: Barron, Josh > > That file does not exist in the new RT directory, nor is any file by > that name in use anywhere from what I can see. > > I'm really baffled by this. SELinux isn't turned on by any chance is it? getenforce ausearch -m avc -ts today Stuart From torsten.brumm at Kuehne-Nagel.com Wed Nov 18 02:07:57 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 18 Nov 2009 08:07:57 +0100 Subject: [rt-users] Create Ticket Links via Scrip In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7C09@w3hamboex11.ger.win.int.kn> References: <4B02CE53.1050504@lbl.gov> <16426EA38D57E74CB1DE5A6AE1DB0394026A7C09@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7C1E@w3hamboex11.ger.win.int.kn> Hi again, now i tried several times, no succes. It is working fine for all but not for Members, any ideas? Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Dienstag, 17. November 2009 18:36 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Create Ticket Links via Scrip Hi, another (hopefully) tiny problem. I'm trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child link to an existing ticket) My Idea: $self->TicketObj->AddLink(Type=>'Members',Target=>ID_OF_CHILD); but this is not working. I have tried with success the following: $self->TicketObj->AddLink(Type=>'MemberOf',Target=>ID_OF_CHILD); $self->TicketObj->AddLink(Type=>'RefersTo',Target=>ID_OF_CHILD); $self->TicketObj->AddLink(Type=>'ReferedToBy',Target=>ID_OF_CHILD); All are working but Members is not working. I see at the ticket history: RT_SYSTEM - thats all and nothing inside the Logs Any Ideas? Is this a typo error?!? Thanks Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Wed Nov 18 03:19:59 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 18 Nov 2009 09:19:59 +0100 Subject: [rt-users] Create Ticket Links via Scrip In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7C1E@w3hamboex11.ger.win.int.kn> References: <4B02CE53.1050504@lbl.gov><16426EA38D57E74CB1DE5A6AE1DB0394026A7C09@w3hamboex11.ger.win.int.kn> <16426EA38D57E74CB1DE5A6AE1DB0394026A7C1E@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7C52@w3hamboex11.ger.win.int.kn> OK, now i found it. If $self->TicketObj->AddLink(Type=>'Members',Target=>ID_OF_CHILD); is not working, then $self->TicketObj->AddLink(Type=>'MemberOf',Base=>ID_OF_CHILD); does the trick. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Mittwoch, 18. November 2009 08:08 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Create Ticket Links via Scrip Hi again, now i tried several times, no succes. It is working fine for all but not for Members, any ideas? Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Dienstag, 17. November 2009 18:36 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Create Ticket Links via Scrip Hi, another (hopefully) tiny problem. I'm trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child link to an existing ticket) My Idea: $self->TicketObj->AddLink(Type=>'Members',Target=>ID_OF_CHILD); but this is not working. I have tried with success the following: $self->TicketObj->AddLink(Type=>'MemberOf',Target=>ID_OF_CHILD); $self->TicketObj->AddLink(Type=>'RefersTo',Target=>ID_OF_CHILD); $self->TicketObj->AddLink(Type=>'ReferedToBy',Target=>ID_OF_CHILD); All are working but Members is not working. I see at the ticket history: RT_SYSTEM - thats all and nothing inside the Logs Any Ideas? Is this a typo error?!? Thanks Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From tonyjohn at hcl.in Wed Nov 18 04:13:30 2009 From: tonyjohn at hcl.in (Tony John , Bangalore) Date: Wed, 18 Nov 2009 14:43:30 +0530 Subject: [rt-users] Set CustomField values of Child Ticket using Create Child Template In-Reply-To: <4B02FBBA.6090309@lbl.gov> References: <16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn> <4B02E923.4040402@lbl.gov> <4B02FBBA.6090309@lbl.gov> Message-ID: Hi , I'm trying to set the custom filed values of child ticket using a Template but it fails to set the values in the Child Ticket.Please find below the Template used for Ticket creation and setting the value: Template ===Create-Ticket: Child Subject: {$Tickets{'TOP'}->Subject} - Child Queue: 20 Status: new Parents: TOP Type: ticket Refers-To: {$Tickets{'TOP'}->Id()} Content: { my $OUT; my $ticket = $Tickets{'TOP'}; my $agency=$ticket->FirstCustomFieldValue('Agency'); $OUT = "Agency: $agency\n"; $OUT; } ENDOFCONTENT Here Im trying to extract a value from the Custom Field of the Parent ticket, which im trying to assign to a Custom Field 'Agency" in the Child Tickets. But the Custom Field value remains blank. Log File [Wed Nov 18 08:44:49 2009] [debug]: In CreateByTemplate (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:345) [Wed Nov 18 08:44:49 2009] [debug]: Workflow: processing create-Child of RT::Ticket=HASH(0xbcb05994) (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:360) [Wed Nov 18 08:44:49 2009] [debug]: Workflow: evaluating Subject: {$Tickets{'TOP'}->Subject} - Child Queue: 20 Status: new Parents: TOP Type: ticket Refers-To: {$Tickets{'TOP'}->Id()} Content: { my $OUT; my $ticket = $Tickets{'TOP'}; my $agency=$ticket->FirstCustomFieldValue('Agency'); $OUT = "Agency: $agency\n"; $OUT; } (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:653) [Wed Nov 18 08:44:49 2009] [debug]: Workflow: yielding Subject: - Child Queue: 20 Status: new Parents: TOP Type: ticket Refers-To: 1830 Content: Agency: 123123123 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/CreateTickets.pm:669) [Wed Nov 18 08:44:49 2009] [debug]: About to think about scrips for transaction #113500 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Transaction_Overlay.pm:163) Regards, Tony DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 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URL: From rt-users at thefreecat.org Wed Nov 18 04:15:50 2009 From: rt-users at thefreecat.org (JC Boggio) Date: Wed, 18 Nov 2009 10:15:50 +0100 Subject: [rt-users] Adding AdminCCs on ticket creation Message-ID: <4B03BB46.2010500@thefreecat.org> Hello, I need the following behaviour : when a ticket is created (in default queue), if the suject contains "[PRH]" I must notify some special persons. I first tried to change the ticket's queue but only the AdminCCs of the default queue are notified. So I tried adding the users during the creation process with this scrip : ================================= Condition: during a transaction Action: user defined Template: Null Stage: TransactionCreate Custom action preparation code: my $Ticket=$self->TicketObj; my $Transaction = $self->TransactionObj; if ($Ticket->Subject =~ /\[PRH\]/) { $Ticket->SetQueue(20); my $admincclist = $Ticket->AdminCc; my $user = RT::User->new($RT::SystemUser); my @comptes = ( 'someone at somedomain.com' ,'other at somedomain.com' ); foreach my $c(@comptes) { $user->LoadByEmail($c); $admincclist->AddMember($user->Id); } } return 1; ================================= Everything works but TOO LATE : ticket is moved to queue 20 and AdminCCs are added to the ticket but they don't get the initial (ticket creation ACK) email : Fri Nov 06 14:59:41 2009: Request 3482 was acted upon. Transaction: Ticket created by jcboggio Queue: Default queue Subject: Test [PRH] - NE PAS REPONDRE Owner: Nobody Requestor: jcboggio at somedomain.com ?tat: new Ticket All the persons in the BCC are those from default queue. How can I do this ? Can I re-emit this email afterwards ? any solution is acceptable : my boss puts me under high pressure on this topic. Thanks for your help, JC From jbarron at afsnetworks.com Wed Nov 18 10:14:29 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Wed, 18 Nov 2009 10:14:29 -0500 Subject: [rt-users] RT Upgrade failing from 3.6.6 to3.8.6 UPDATE:mason_data directory In-Reply-To: <83436142B1652443AD231375C735F850D9B9C3@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local><4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net><83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local><83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local><4B0319D0.8080409@bitstatement.net><83436142B1652443AD231375C735F850D9B93F@exch01roc.darfibernt.local><4B0328F8.1070308@bitstatement.net><83436142B1652443AD231375C735F850D9B97C@exch01roc.darfibernt.local><8CEF048B9EC83748B1517DC64EA130FB3E1E9D318D@off-win2003-01.ausregistrygroup.local> <83436142B1652443AD231375C735F850D9B9C3@exch01roc.darfibernt.local> Message-ID: <83436142B1652443AD231375C735F850D9BA70@exch01roc.darfibernt.local> I wasn't able to get this working after trying a good portion of the evening. I finally ended up setting up a new virtual server and just migrating the database over to it. -Josh -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Barron, Josh Sent: Tuesday, November 17, 2009 6:14 PM Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to3.8.6 UPDATE:mason_data directory Looks like it is on: [root at help01 jbarron]# /usr/sbin/getenforce Enforcing [root at help01 jbarron]# /sbin/ausearch -m avc -ts today -----Original Message----- From: Stuart Browne [mailto:stuart.browne at ausregistry.com.au] Sent: Tuesday, November 17, 2009 6:04 PM To: Barron, Josh; Tom Lahti Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE:mason_data directory > -----Original Message----- > From: Barron, Josh > > That file does not exist in the new RT directory, nor is any file by > that name in use anywhere from what I can see. > > I'm really baffled by this. SELinux isn't turned on by any chance is it? getenforce ausearch -m avc -ts today Stuart _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Nov 18 12:07:36 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 18 Nov 2009 09:07:36 -0800 Subject: [rt-users] Adding AdminCCs on ticket creation In-Reply-To: <4B03BB46.2010500@thefreecat.org> References: <4B03BB46.2010500@thefreecat.org> Message-ID: <4B0429D8.5010303@lbl.gov> JC, I created something similar to this only it was for Ticket "CC's". As to whether you want them to be added as Users or not, that could well be done with your RT_SiteConfigure.pm file for auto create. We do that and they become non-privileged users (Email only. Anyway, I didn't want RT to add "CC's" automatically for all queues, so I wrote this scrip to do it on a queue by queue basis. I put it in the RT wiki. If you're interested, you could check it out and modify it for your purposes. Hope it helps. Kenn LBNL P.S. I noticed your code didn't have a "Return 1: in the Cleanup Action Code. That is important as well. On 11/18/2009 1:15 AM, JC Boggio wrote: > Hello, > > I need the following behaviour : when a ticket is created (in default queue), > if the suject contains "[PRH]" I must notify some special persons. > > I first tried to change the ticket's queue but only the AdminCCs of the > default queue are notified. > > So I tried adding the users during the creation process with this scrip : > > ================================= > Condition: during a transaction > Action: user defined > Template: Null > Stage: TransactionCreate > > Custom action preparation code: > > my $Ticket=$self->TicketObj; > my $Transaction = $self->TransactionObj; > if ($Ticket->Subject =~ /\[PRH\]/) { > $Ticket->SetQueue(20); > my $admincclist = $Ticket->AdminCc; > my $user = RT::User->new($RT::SystemUser); > > my @comptes = ( > 'someone at somedomain.com' > ,'other at somedomain.com' > ); > > foreach my $c(@comptes) { > $user->LoadByEmail($c); > $admincclist->AddMember($user->Id); > } > > } > return 1; > ================================= > > Everything works but TOO LATE : ticket is moved to queue 20 and > AdminCCs are added to the ticket but they don't get the initial > (ticket creation ACK) email : > > Fri Nov 06 14:59:41 2009: Request 3482 was acted upon. > Transaction: Ticket created by jcboggio > Queue: Default queue > Subject: Test [PRH] - NE PAS REPONDRE > Owner: Nobody > Requestor: jcboggio at somedomain.com > ?tat: new > Ticket > > All the persons in the BCC are those from default queue. > > How can I do this ? Can I re-emit this email afterwards ? any solution > is acceptable : my boss puts me under high pressure on this topic. > > Thanks for your help, > > JC > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From NFOGGI at depaul.edu Wed Nov 18 14:41:29 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Wed, 18 Nov 2009 13:41:29 -0600 Subject: [rt-users] ExternalAuth TLS to Active Directory LDAP_OPERATIONS_ERROR 1 on Bind Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C564E@XVS01.dpu.depaul.edu> Hey Everyone, So I got the ExternalAuth module working to Active Directory NON TLS enabled, however, when I set it to use TLS I get a: LDAP_OPERATIONS_ERROR returned on the bind. I'm looking at ways to troubleshoot it, i have tls set to verify=>none so it shouldn't be a certificate problem, but i'm at a loss of other ways to troubleshoot/track down the problem. A stand alone perl script that i wrote to test with that calls Net::LDAP and start_tls binds ok from the box, so that even made it more confusing. Any thoughts? Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From toml at bitstatement.net Wed Nov 18 15:18:10 2009 From: toml at bitstatement.net (Tom Lahti) Date: Wed, 18 Nov 2009 12:18:10 -0800 Subject: [rt-users] RT Upgrade failing from 3.6.6 to3.8.6 UPDATE:mason_data directory In-Reply-To: <83436142B1652443AD231375C735F850D9BA70@exch01roc.darfibernt.local> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local><4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net><83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local><83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local><4B0319D0.8080409@bitstatement.net><83436142B1652443AD231375C735F850D9B93F@exch01roc.darfibernt.local><4B0328F8.1070308@bitstatement.net><83436142B1652443AD231375C735F850D9B97C@exch01roc.darfibernt.local><8CEF048B9EC83748B1517DC64EA130FB3E1E9D318D@off-win2003-01.ausregistrygroup.local> <83436142B1652443AD231375C735F850D9B9C3@exch01roc.darfibernt.local> <83436142B1652443AD231375C735F850D9BA70@exch01roc.darfibernt.local> Message-ID: <4B045682.1060608@bitstatement.net> Barron, Josh wrote: > I wasn't able to get this working after trying a good portion of the > evening. > I finally ended up setting up a new virtual server and just migrating > the database over to it. Did you ever try turning SELinux off? Just curious, I've never used it so I'm not sure what the impact would be. > [root at help01 jbarron]# /usr/sbin/getenforce > Enforcing -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From NFOGGI at depaul.edu Wed Nov 18 15:55:41 2009 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Wed, 18 Nov 2009 14:55:41 -0600 Subject: [rt-users] ExternalAuth TLS to Active DirectoryLDAP_OPERATIONS_ERROR 1 on Bind References: <1214B92276151C40B1DEBE7D142AD82F023C564E@XVS01.dpu.depaul.edu> Message-ID: <1214B92276151C40B1DEBE7D142AD82F023C5656@XVS01.dpu.depaul.edu> Looking at a tcpdump, as soon as the ldap server returns "Server Hello Done" the RT server sends a FIN/ACK to close the connection, this all happens prior to the bind attempt, so when the bind attempt happens, it fails. I have "verify=>'none'" set in the start_tls command, but still nothing... Thoughts? Nicola -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Foggi, Nicola Sent: Wed 11/18/2009 1:41 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] ExternalAuth TLS to Active DirectoryLDAP_OPERATIONS_ERROR 1 on Bind Hey Everyone, So I got the ExternalAuth module working to Active Directory NON TLS enabled, however, when I set it to use TLS I get a: LDAP_OPERATIONS_ERROR returned on the bind. I'm looking at ways to troubleshoot it, i have tls set to verify=>none so it shouldn't be a certificate problem, but i'm at a loss of other ways to troubleshoot/track down the problem. A stand alone perl script that i wrote to test with that calls Net::LDAP and start_tls binds ok from the box, so that even made it more confusing. Any thoughts? Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbarron at afsnetworks.com Wed Nov 18 16:00:18 2009 From: jbarron at afsnetworks.com (Barron, Josh) Date: Wed, 18 Nov 2009 16:00:18 -0500 Subject: [rt-users] RT Upgrade failing from 3.6.6 to3.8.6 UPDATE:mason_data directory In-Reply-To: <4B045682.1060608@bitstatement.net> References: <83436142B1652443AD231375C735F850D9B568@exch01roc.darfibernt.local><4B01ED40.5010909@bitstatement.net><83436142B1652443AD231375C735F850D9B585@exch01roc.darfibernt.local><4B01F07D.8090502@bitstatement.net><83436142B1652443AD231375C735F850D9B716@exch01roc.darfibernt.local><83436142B1652443AD231375C735F850D9B92C@exch01roc.darfibernt.local><4B0319D0.8080409@bitstatement.net><83436142B1652443AD231375C735F850D9B93F@exch01roc.darfibernt.local><4B0328F8.1070308@bitstatement.net><83436142B1652443AD231375C735F850D9B97C@exch01roc.darfibernt.local><8CEF048B9EC83748B1517DC64EA130FB3E1E9D318D@off-win2003-01.ausregistrygroup.local> <83436142B1652443AD231375C735F850D9B9C3@exch01roc.darfibernt.local> <83436142B1652443AD231375C735F850D9BA70@exch01roc.darfibernt.local> <4B045682.1060608@bitstatement.net> Message-ID: <83436142B1652443AD231375C735F850D9BCCA@exch01roc.darfibernt.local> I did try and it was giving me other issues after doing that. Since the server was old and running on limited resources, we made the final decision to migrate clean anyways instead of throwing more time resources at the old server. Thanks for your help though! -Josh -----Original Message----- From: Tom Lahti [mailto:toml at bitstatement.net] Sent: Wednesday, November 18, 2009 1:18 PM To: Barron, Josh Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to3.8.6 UPDATE:mason_data directory Barron, Josh wrote: > I wasn't able to get this working after trying a good portion of the > evening. > I finally ended up setting up a new virtual server and just migrating > the database over to it. Did you ever try turning SELinux off? Just curious, I've never used it so I'm not sure what the impact would be. > [root at help01 jbarron]# /usr/sbin/getenforce > Enforcing -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From mrathbone at sagonet.com Wed Nov 18 17:39:38 2009 From: mrathbone at sagonet.com (Maxwell A. Rathbone) Date: Wed, 18 Nov 2009 17:39:38 -0500 Subject: [rt-users] lighttpd + FastCGI + RT - Initial Config Problem: 500 Internal Server Error Message-ID: <4B0477AA.3080203@sagonet.com> Hello, After over a year of running RT/RT-IR under CentOS with Apache & mySQL, I decided to give it another go and create an entirely new server using Lighttpd and Postgres. I'm doing this half for the educational experience, and half because I've heard promising things about the performance of this combination versus Apache+mySQL. Our existing production server is also running an old version of RT, so I'm looking to upgrade to the latest and greatest as well. This server is CentOS 5.4. I have perl 5.10.1 manually compiled side-by-side, with perl 5.8.x that comes in YUM by default. I've sym-linked the /usr/bin/perl so that when you check perl -v it shows 5.10.1. I've updated all modules via CPAN, and ensured when I installed RT that all depedencies were resolved. I've been able to get the lighttpd webserver working with FastCGI+PHP(/usr/bin/php-cgi), and it is able to serve up a phpinfo.php properly. So it does appear that portion works. I installed RT with the following configure line: ./configure --enable-graphviz --enable-gd --enable-gpg --with-web-handler=fastcgi --with-db-type=Pg --with-web-user=lighttpd --with-web-group=lighttpd I read that RT should be installed using the --with-web-user and --with-web-group to match the web server's user, thus why those switches are present. At first I wasn't even able to get lighttpd to start. I discovered that I had to set a+r on /opt/rt3/etc/* so that it is able to read the RT_SiteConfig.php file. Once I corrected that, it started giving me 500 Internal Server Error messages. Upon checking the /var/log/lighttpd/error.log, I see: 2009-11-18 17:18:52: (log.c.97) server started 2009-11-18 17:18:52: (server.c.925) WARNING: unknown config-key: setenv.add-environment (ignored) 2009-11-18 17:21:53: (mod_fastcgi.c.1768) connect failed: Connection refused on unix:/tmp/request-tracker.socket-3 2009-11-18 17:21:53: (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 2009-11-18 17:21:55: (mod_fastcgi.c.2494) unexpected end-of-file (perhaps the fastcgi process died): pid: 8532 socket: unix:/tmp/request-tracker.socket-3 2009-11-18 17:21:55: (mod_fastcgi.c.3279) child exited, pid: 8532 status: 255 2009-11-18 17:21:55: (mod_fastcgi.c.3326) response not received, request sent: 961 on socket: unix:/tmp/request-tracker.socket-3 for / , closing connection Here is my /etc/lighttpd/lighttpd.conf file: server.modules = ( "mod_rewrite", "mod_alias", "mod_access", "mod_fastcgi", "mod_accesslog" ) server.document-root = "/var/www/html" server.errorlog = "/var/log/lighttpd/error.log" index-file.names = ( "index.php", "index.html", "index.htm", "default.htm" ) mimetype.assign = ( ".rpm" => "application/x-rpm", ".pdf" => "application/pdf", ".sig" => "application/pgp-signature", ".spl" => "application/futuresplash", ".class" => "application/octet-stream", ".ps" => "application/postscript", ".torrent" => "application/x-bittorrent", ".dvi" => "application/x-dvi", ".gz" => "application/x-gzip", ".pac" => "application/x-ns-proxy-autoconfig", ".swf" => "application/x-shockwave-flash", ".tar.gz" => "application/x-tgz", ".tgz" => "application/x-tgz", ".tar" => "application/x-tar", ".zip" => "application/zip", ".mp3" => "audio/mpeg", ".m3u" => "audio/x-mpegurl", ".wma" => "audio/x-ms-wma", ".wax" => "audio/x-ms-wax", ".ogg" => "application/ogg", ".wav" => "audio/x-wav", ".gif" => "image/gif", ".jar" => "application/x-java-archive", ".jpg" => "image/jpeg", ".jpeg" => "image/jpeg", ".png" => "image/png", ".xbm" => "image/x-xbitmap", ".xpm" => "image/x-xpixmap", ".xwd" => "image/x-xwindowdump", ".css" => "text/css", ".html" => "text/html", ".htm" => "text/html", ".js" => "text/javascript", ".asc" => "text/plain", ".c" => "text/plain", ".cpp" => "text/plain", ".log" => "text/plain", ".conf" => "text/plain", ".text" => "text/plain", ".txt" => "text/plain", ".dtd" => "text/xml", ".xml" => "text/xml", ".mpeg" => "video/mpeg", ".mpg" => "video/mpeg", ".mov" => "video/quicktime", ".qt" => "video/quicktime", ".avi" => "video/x-msvideo", ".asf" => "video/x-ms-asf", ".asx" => "video/x-ms-asf", ".wmv" => "video/x-ms-wmv", ".bz2" => "application/x-bzip", ".tbz" => "application/x-bzip-compressed-tar", ".tar.bz2" => "application/x-bzip-compressed-tar", # default mime type "" => "application/octet-stream", ) accesslog.filename = "/var/log/lighttpd/access.log" url.access-deny = ( "~", ".inc" ) $HTTP["url"] =~ "\.pdf$" { server.range-requests = "disable" } static-file.exclude-extensions = ( ".php", ".pl", ".fcgi" ) server.pid-file = "/var/run/lighttpd.pid" server.username = "lighttpd" server.groupname = "lighttpd" fastcgi.server = ( ".php" => ( "localhost" => ( "socket" => "/var/run/lighttpd/php-fastcgi.socket", "bin-path" => "/usr/bin/php-cgi" ) ) ) $HTTP["host"] =~ "rt.sagonet.com" { # Specify the documentroot server.document-root = "/opt/rt3/share/html" # Map appropriate files and extensions fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => ".html", "mail-gateway" => ".html", "Search/Chart" => ".html", "Search/Results.rdf" => ".html", "Search/Results.tsv" => ".html" ) # Set Lighttpd to check for an index.html file for each directory index-file.names = ( "index.html" ) # Disallow access to .mhtml files url.access-deny = ( ".mhtml" ) setenv.add-environment = ( "SCRIPT_NAME" => "/", ) # # Set up an alias for the /NoAuth/images location # url.rewrite-once = ( # "^/(?!NoAuth/images/)(.*)" => "/$1", # ) # Add trailing slash so attachment downloads work url.rewrite-once = ( "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" ) # Set up FastCGI handler fastcgi.server = ( ".html" => (( "socket" => "/tmp/request-tracker.socket", "check-local" => "disable", "bin-path" => "/opt/rt3/bin/mason_handler.fcgi", "bin-environment" => ( "PHP_FCGI_CHILDREN" => "4", "PHP_FCGI_MAX_REQUESTS" => "10000", ), "bin-copy-environment" => ( "PATH", "SHELL", "USER" ), )) ) } I've tried two different handlers for the 'bin-path' line a few lines up from here. The one above is provided by default with RT. It is the one that is able to at least generate an 500 Internal Server Error. I also tried the mason_lighttpd_handler.fcgi located at: http://redmine.lighttpd.net/projects/1/wiki/RequestTracker The mason_lighttpd_handler.fcgi handler does not even generate the 500 Internal Server. When I pull up RT in my browser, it kills lighttpd, with the following error in the /var/log/lighttpd/error.log: 2009-11-18 17:23:24: (mod_fastcgi.c.1051) the fastcgi-backend /opt/rt3/bin/mason_lighttpd_handler.fcgi failed to start: 2009-11-18 17:23:24: (mod_fastcgi.c.1055) child exited with status 2 /opt/rt3/bin/mason_lighttpd_handler.fcgi 2009-11-18 17:23:24: (mod_fastcgi.c.1058) If you're trying to run PHP as a FastCGI backend, make sure you're using the FastCGI-enabled version. You can find out if it is the right one by executing 'php -v' and it should display '(cgi-fcgi)' in the output, NOT '(cgi)' NOR '(cli)'. For more information, check http://trac.lighttpd.net/trac/wiki/Docs%3AModFastCGI#preparing-php-as-a-fastcgi-programIf this is PHP on Gentoo, add 'fastcgi' to the USE flags. 2009-11-18 17:23:24: (mod_fastcgi.c.1365) [ERROR]: spawning fcgi failed. 2009-11-18 17:23:24: (server.c.902) Configuration of plugins failed. Going down. I can't help but feel like I must be missing something very basic here. The web server appears to work fine with FastCGI & PHP, so it appears to be the handler that is causing the problem. I did manually compile perl. There is no suid on this server. I've spent the better part of my workday today researching JUST this issue. I've searched the archives on this mailing list, as well as extensively searched google using about every variation of words from the error or descriptive text of the problem. I was able to find several other people who encountered this problem, but no one ever posted a resolution. Any help that could be provided on this would be GREATLY appreciated. I'm hoping someone replies by tomorrow so I'll have a fresh start tomorrow on trying to get this working. I'd really like to not have to resort back to Apache unless I exhaust all possible options. [root at rt rt-3.8.6]# ls -l /opt/rt3/bin total 144 -rwxr-xr-x 1 root rt 3178 Nov 18 16:49 mason_handler.fcgi -rwxr-xr-x 1 root rt 2563 Nov 18 16:49 mason_handler.scgi -rwxr-xr-x 1 root rt 8024 Nov 18 16:49 mason_handler.svc -rwxr-xr-x 1 root rt 3190 Nov 18 16:25 mason_lighttpd_handler.fcgi -rwxr-xr-x 1 root rt 76930 Nov 18 16:49 rt -rwxr-xr-x 1 root rt 12163 Nov 18 16:49 rt-crontool -rwxr-xr-x 1 root rt 12666 Nov 18 16:49 rt-mailgate -rwxr-xr-x 1 root rt 5502 Nov 18 16:49 standalone_httpd -rwxr-xr-x 1 root rt 5468 Nov 18 16:49 webmux.pl thanks in advance Max Rathbone From matt.adams at cypressinteractive.com Wed Nov 18 18:57:16 2009 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Wed, 18 Nov 2009 16:57:16 -0700 Subject: [rt-users] Permission Denied while using RT::Extension::CommandByMail Message-ID: <4B0489DC.5080906@cypressinteractive.com> Hi folks: I've installed RT::Extension::CommandByMail and configured it according to http://cpansearch.perl.org/src/FALCONE/RT-Extension-CommandByMail-0.08_01/INSTALL. So far so good. When I try and email a ticket with commands (e.g., Priority or TimeWorked) I get the following response: To: matt.adams at cypressinteractive.com Subject: Message not recorded: Re: [Product dev. #59] AutoReply: New feature foo Date: Wed, 18 Nov 2009 17:40:02 -0600 Permission Denied ------------ Subject: Re: [Product dev. #59] AutoReply: New feature foo Date: Wed, 18 Nov 2009 16:37:28 -0700 To: somewhere at edsuite.com From: Matt Adams Priority: 50 TimeWorked: 60 Trying again but this time putting the commands at the beginning of the email. ------------ I see the following errors in the web server log: [warning]: Couldn't write correspond. Fallback to standard mailgate. Error: Permission Denied (/home/rt/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:334) [crit]: Permission Denied (/home/rt/bin/../lib/RT/Interface/Email.pm:244) [error]: Could not record email: Message not recorded: Permission Denied (/home/rt/share/html/REST/1.0/NoAuth/mail-gateway:75) Does anyone have any idea what is wrong here and what I can do to get CommandByMail to work? I have not configured the optional configuration option CommandByMailGroup. The RT option UnsafeEmailCommands has not been configured. Thanks in advance, Matt -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From mrathbone at sagonet.com Wed Nov 18 19:00:21 2009 From: mrathbone at sagonet.com (Maxwell Rathbone) Date: Wed, 18 Nov 2009 19:00:21 -0500 Subject: [rt-users] lighttpd + FastCGI + RT - Initial Config Problem: 500 Internal Server Error In-Reply-To: <4B0477AA.3080203@sagonet.com> References: <4B0477AA.3080203@sagonet.com> Message-ID: <4B048A95.9090309@sagonet.com> After nearly 6 hours of working on just this problem alone.. and a brief break away from the problem to clear my mind... I decided to try and start on the problem fresh and just go through everything once more to make sure I crossed all my t's and dotted my i's. While looking through the mason FastCGI handler, line-by-line(the programmer in me was determined to find the problem), I noticed that the handler actually makes a call to an RT class to connect to RT's database. So following due diligence, I double checked the RT_SiteConfig file only to find that I had not changed the default database options since the last time I recompiled RT. As soon as I corrected the database username and password, I restarted lighttpd, and up came the RT login window. woo hoo! Nothing like the satisfaction knowing I resolved the issue on my own, and it was indeed something very simple. As I found numerous other people who had posted this problem without a solution, I decided I needed to post my solution. Perhaps someone in the days/months/years ahead will run into this problem and find this helpful. (= I also found it troublesome that I couldn't find anyone's stated/posted good lighttpd + RequestTracker/RT + FastCGI configurations. So know that I did post my configuration files here, and they are working at this point. thanks Max R Maxwell A. Rathbone wrote: > Hello, > > After over a year of running RT/RT-IR under CentOS with Apache & mySQL, > I decided to give it another go and create an entirely new server using > Lighttpd and Postgres. I'm doing this half for the educational > experience, and half because I've heard promising things about the > performance of this combination versus Apache+mySQL. Our existing > production server is also running an old version of RT, so I'm looking > to upgrade to the latest and greatest as well. > > This server is CentOS 5.4. I have perl 5.10.1 manually compiled > side-by-side, with perl 5.8.x that comes in YUM by default. I've > sym-linked the /usr/bin/perl so that when you check perl -v it shows > 5.10.1. I've updated all modules via CPAN, and ensured when I installed > RT that all depedencies were resolved. > > I've been able to get the lighttpd webserver working with > FastCGI+PHP(/usr/bin/php-cgi), and it is able to serve up a phpinfo.php > properly. So it does appear that portion works. > > I installed RT with the following configure line: > ./configure --enable-graphviz --enable-gd --enable-gpg > --with-web-handler=fastcgi --with-db-type=Pg --with-web-user=lighttpd > --with-web-group=lighttpd > > I read that RT should be installed using the --with-web-user and > --with-web-group to match the web server's user, thus why those switches > are present. > > At first I wasn't even able to get lighttpd to start. I discovered that > I had to set a+r on /opt/rt3/etc/* so that it is able to read the > RT_SiteConfig.php file. Once I corrected that, it started giving me 500 > Internal Server Error messages. Upon checking the > /var/log/lighttpd/error.log, I see: > 2009-11-18 17:18:52: (log.c.97) server started > 2009-11-18 17:18:52: (server.c.925) WARNING: unknown config-key: > setenv.add-environment (ignored) > 2009-11-18 17:21:53: (mod_fastcgi.c.1768) connect failed: Connection > refused on unix:/tmp/request-tracker.socket-3 > 2009-11-18 17:21:53: (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 > 2009-11-18 17:21:55: (mod_fastcgi.c.2494) unexpected end-of-file > (perhaps the fastcgi process died): pid: 8532 socket: > unix:/tmp/request-tracker.socket-3 > 2009-11-18 17:21:55: (mod_fastcgi.c.3279) child exited, pid: 8532 > status: 255 > 2009-11-18 17:21:55: (mod_fastcgi.c.3326) response not received, request > sent: 961 on socket: unix:/tmp/request-tracker.socket-3 for / , closing > connection > > Here is my /etc/lighttpd/lighttpd.conf file: > > server.modules = ( > "mod_rewrite", > "mod_alias", > "mod_access", > "mod_fastcgi", > "mod_accesslog" ) > > server.document-root = "/var/www/html" > server.errorlog = "/var/log/lighttpd/error.log" > index-file.names = ( "index.php", "index.html", > "index.htm", "default.htm" ) > > mimetype.assign = ( > ".rpm" => "application/x-rpm", > ".pdf" => "application/pdf", > ".sig" => "application/pgp-signature", > ".spl" => "application/futuresplash", > ".class" => "application/octet-stream", > ".ps" => "application/postscript", > ".torrent" => "application/x-bittorrent", > ".dvi" => "application/x-dvi", > ".gz" => "application/x-gzip", > ".pac" => "application/x-ns-proxy-autoconfig", > ".swf" => "application/x-shockwave-flash", > ".tar.gz" => "application/x-tgz", > ".tgz" => "application/x-tgz", > ".tar" => "application/x-tar", > ".zip" => "application/zip", > ".mp3" => "audio/mpeg", > ".m3u" => "audio/x-mpegurl", > ".wma" => "audio/x-ms-wma", > ".wax" => "audio/x-ms-wax", > ".ogg" => "application/ogg", > ".wav" => "audio/x-wav", > ".gif" => "image/gif", > ".jar" => "application/x-java-archive", > ".jpg" => "image/jpeg", > ".jpeg" => "image/jpeg", > ".png" => "image/png", > ".xbm" => "image/x-xbitmap", > ".xpm" => "image/x-xpixmap", > ".xwd" => "image/x-xwindowdump", > ".css" => "text/css", > ".html" => "text/html", > ".htm" => "text/html", > ".js" => "text/javascript", > ".asc" => "text/plain", > ".c" => "text/plain", > ".cpp" => "text/plain", > ".log" => "text/plain", > ".conf" => "text/plain", > ".text" => "text/plain", > ".txt" => "text/plain", > ".dtd" => "text/xml", > ".xml" => "text/xml", > ".mpeg" => "video/mpeg", > ".mpg" => "video/mpeg", > ".mov" => "video/quicktime", > ".qt" => "video/quicktime", > ".avi" => "video/x-msvideo", > ".asf" => "video/x-ms-asf", > ".asx" => "video/x-ms-asf", > ".wmv" => "video/x-ms-wmv", > ".bz2" => "application/x-bzip", > ".tbz" => "application/x-bzip-compressed-tar", > ".tar.bz2" => "application/x-bzip-compressed-tar", > # default mime type > "" => "application/octet-stream", > ) > > accesslog.filename = "/var/log/lighttpd/access.log" > url.access-deny = ( "~", ".inc" ) > > $HTTP["url"] =~ "\.pdf$" { > server.range-requests = "disable" > } > > static-file.exclude-extensions = ( ".php", ".pl", ".fcgi" ) > server.pid-file = "/var/run/lighttpd.pid" > server.username = "lighttpd" > server.groupname = "lighttpd" > > fastcgi.server = ( ".php" => > ( "localhost" => > ( > "socket" => > "/var/run/lighttpd/php-fastcgi.socket", > "bin-path" => "/usr/bin/php-cgi" > ) > ) > ) > > $HTTP["host"] =~ "rt.sagonet.com" { > # Specify the documentroot > server.document-root = "/opt/rt3/share/html" > > # Map appropriate files and extensions > fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => > ".html", "mail-gateway" => ".html", "Search/Chart" => ".html", > "Search/Results.rdf" => ".html", "Search/Results.tsv" => ".html" ) > > # Set Lighttpd to check for an index.html file for each directory > index-file.names = ( "index.html" ) > > # Disallow access to .mhtml files > url.access-deny = ( ".mhtml" ) > > setenv.add-environment = ( > "SCRIPT_NAME" => "/", > ) > > # # Set up an alias for the /NoAuth/images location > # url.rewrite-once = ( > # "^/(?!NoAuth/images/)(.*)" => "/$1", > # ) > > # Add trailing slash so attachment downloads work > url.rewrite-once = ( > "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" > ) > > # Set up FastCGI handler > fastcgi.server = ( ".html" => > (( > "socket" => "/tmp/request-tracker.socket", > "check-local" => "disable", > "bin-path" => "/opt/rt3/bin/mason_handler.fcgi", > "bin-environment" => ( > "PHP_FCGI_CHILDREN" => "4", > "PHP_FCGI_MAX_REQUESTS" => "10000", > ), > "bin-copy-environment" => ( > "PATH", "SHELL", "USER" > ), > > )) > ) > > } > > > I've tried two different handlers for the 'bin-path' line a few lines up > from here. The one above is provided by default with RT. It is the one > that is able to at least generate an 500 Internal Server Error. I also > tried the mason_lighttpd_handler.fcgi located at: > http://redmine.lighttpd.net/projects/1/wiki/RequestTracker > > The mason_lighttpd_handler.fcgi handler does not even generate the 500 > Internal Server. When I pull up RT in my browser, it kills lighttpd, > with the following error in the /var/log/lighttpd/error.log: > 2009-11-18 17:23:24: (mod_fastcgi.c.1051) the fastcgi-backend > /opt/rt3/bin/mason_lighttpd_handler.fcgi failed to start: > 2009-11-18 17:23:24: (mod_fastcgi.c.1055) child exited with status 2 > /opt/rt3/bin/mason_lighttpd_handler.fcgi > 2009-11-18 17:23:24: (mod_fastcgi.c.1058) If you're trying to run PHP as > a FastCGI backend, make sure you're using the FastCGI-enabled version. > You can find out if it is the right one by executing 'php -v' and it > should display '(cgi-fcgi)' in the output, NOT '(cgi)' NOR '(cli)'. > For more information, check > http://trac.lighttpd.net/trac/wiki/Docs%3AModFastCGI#preparing-php-as-a-fastcgi-programIf > this is PHP on Gentoo, add 'fastcgi' to the USE flags. > 2009-11-18 17:23:24: (mod_fastcgi.c.1365) [ERROR]: spawning fcgi failed. > 2009-11-18 17:23:24: (server.c.902) Configuration of plugins failed. > Going down. > > I can't help but feel like I must be missing something very basic here. > The web server appears to work fine with FastCGI & PHP, so it appears to > be the handler that is causing the problem. I did manually compile perl. > There is no suid on this server. > > I've spent the better part of my workday today researching JUST this > issue. I've searched the archives on this mailing list, as well as > extensively searched google using about every variation of words from > the error or descriptive text of the problem. I was able to find several > other people who encountered this problem, but no one ever posted a > resolution. > > Any help that could be provided on this would be GREATLY appreciated. > I'm hoping someone replies by tomorrow so I'll have a fresh start > tomorrow on trying to get this working. I'd really like to not have to > resort back to Apache unless I exhaust all possible options. > > [root at rt rt-3.8.6]# ls -l /opt/rt3/bin > total 144 > -rwxr-xr-x 1 root rt 3178 Nov 18 16:49 mason_handler.fcgi > -rwxr-xr-x 1 root rt 2563 Nov 18 16:49 mason_handler.scgi > -rwxr-xr-x 1 root rt 8024 Nov 18 16:49 mason_handler.svc > -rwxr-xr-x 1 root rt 3190 Nov 18 16:25 mason_lighttpd_handler.fcgi > -rwxr-xr-x 1 root rt 76930 Nov 18 16:49 rt > -rwxr-xr-x 1 root rt 12163 Nov 18 16:49 rt-crontool > -rwxr-xr-x 1 root rt 12666 Nov 18 16:49 rt-mailgate > -rwxr-xr-x 1 root rt 5502 Nov 18 16:49 standalone_httpd > -rwxr-xr-x 1 root rt 5468 Nov 18 16:49 webmux.pl > > > thanks in advance > > Max Rathbone > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mrathbone at sagonet.com Wed Nov 18 20:19:06 2009 From: mrathbone at sagonet.com (Maxwell Rathbone) Date: Wed, 18 Nov 2009 20:19:06 -0500 Subject: [rt-users] lighttpd + FastCGI + RT - Broken CSS / Menu Items Dont Work Message-ID: <4B049D0A.1050708@sagonet.com> Hello, Once again it appears I've run into a snag. I'm running lighttpd with RT on CentOS 5.4. This is my first attempt at trying to get RT to run under lighttpd with FastCGI. When I open the RT URL in my browser, everything is flush left and the only image shown anywhere on the page is the best practical logo. There are no colors on the page at all aside from the links themselves. My first thought was that there must be a missing CSS file. So I first hunted through the access.log for lighttpd only to find a status code 200 on everything. This implies the web server was able to provide my browser all files. I next logged into the interface, and was presented with what appears to be the dashboard, and logged in user menu. Again, no colors, no formatting on the page. Appears as if some CSS file somewhere is missing. I discovered that none of the menu items(Simple Search, Tickets, Tools, Configuration, Preferences, etc) work. When I click them, the URL changes, however I continue to only be shown the homepage in my browser. I double checked all the examples I could find online and my lighttpd.conf appears to be correct. I feel I'm at a loss here. If anyone can provide some help on this one, I'd appreciate it. The best that I seem to be able to determine is that it's probably something wrong in the lighttpd's mod_rewrite configuration as it seems to be redirecting what should be static URL's to the homepage. Here is my lighttpd.conf file: server.modules = ( "mod_rewrite", "mod_redirect", "mod_alias", "mod_access", "mod_cml", "mod_trigger_b4_dl", "mod_auth", "mod_status", "mod_setenv", "mod_fastcgi", "mod_proxy", "mod_simple_vhost", "mod_evhost", "mod_userdir", "mod_cgi", "mod_compress", "mod_ssi", "mod_usertrack", "mod_expire", "mod_secdownload", # "mod_rrdtool", "mod_accesslog" ) server.document-root = "/srv/www/lighttpd/" server.errorlog = "/var/log/lighttpd/error.log" index-file.names = ( "index.php", "index.html", "index.htm", "default.htm" ) mimetype.assign = ( ".rpm" => "application/x-rpm", ".pdf" => "application/pdf", ".sig" => "application/pgp-signature", ".spl" => "application/futuresplash", ".class" => "application/octet-stream", ".ps" => "application/postscript", ".torrent" => "application/x-bittorrent", ".dvi" => "application/x-dvi", ".gz" => "application/x-gzip", ".pac" => "application/x-ns-proxy-autoconfig", ".swf" => "application/x-shockwave-flash", ".tar.gz" => "application/x-tgz", ".tgz" => "application/x-tgz", ".tar" => "application/x-tar", ".zip" => "application/zip", ".mp3" => "audio/mpeg", ".m3u" => "audio/x-mpegurl", ".wma" => "audio/x-ms-wma", ".wax" => "audio/x-ms-wax", ".ogg" => "application/ogg", ".wav" => "audio/x-wav", ".gif" => "image/gif", ".jar" => "application/x-java-archive", ".jpg" => "image/jpeg", ".jpeg" => "image/jpeg", ".png" => "image/png", ".xbm" => "image/x-xbitmap", ".xpm" => "image/x-xpixmap", ".xwd" => "image/x-xwindowdump", ".css" => "text/css", ".html" => "text/html", ".htm" => "text/html", ".js" => "text/javascript", ".asc" => "text/plain", ".c" => "text/plain", ".cpp" => "text/plain", ".log" => "text/plain", ".conf" => "text/plain", ".text" => "text/plain", ".txt" => "text/plain", ".dtd" => "text/xml", ".xml" => "text/xml", ".mpeg" => "video/mpeg", ".mpg" => "video/mpeg", ".mov" => "video/quicktime", ".qt" => "video/quicktime", ".avi" => "video/x-msvideo", ".asf" => "video/x-ms-asf", ".asx" => "video/x-ms-asf", ".wmv" => "video/x-ms-wmv", ".bz2" => "application/x-bzip", ".tbz" => "application/x-bzip-compressed-tar", ".tar.bz2" => "application/x-bzip-compressed-tar", # default mime type "" => "application/octet-stream", ) accesslog.filename = "/var/log/lighttpd/access.log" url.access-deny = ( "~", ".inc" ) $HTTP["url"] =~ "\.pdf$" { server.range-requests = "disable" } static-file.exclude-extensions = ( ".php", ".pl", ".fcgi" ) server.pid-file = "/var/run/lighttpd.pid" server.username = "lighttpd" server.groupname = "lighttpd" $HTTP["host"] =~ "rt.sagonet.com" { # Specify the documentroot server.document-root = "/opt/rt3/share/html" # Map appropriate files and extensions fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => ".html", "mail-gateway" => ".html", "Search/Chart" => ".html", "Search/Results.rdf" => ".html", "Search/Results.tsv" => ".html" ) # Set Lighttpd to check for an index.html file for each directory index-file.names = ( "index.html" ) # Disallow access to .mhtml files url.access-deny = ( ".mhtml" ) setenv.add-environment = ( "SCRIPT_NAME" => "/", ) # Set up an alias for the /NoAuth/images location url.rewrite-once = ( "^/(?!NoAuth/images/)(.*)" => "/$1", "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" ) # Set up FastCGI handler fastcgi.server = ( ".html" => (( "socket" => "/tmp/request-tracker.socket", "check-local" => "disable", "bin-path" => "/opt/rt3/bin/mason_handler.fcgi", "min-procs" => 2, "max-procs" => 2 )), ) } thank you Max Rathbone From johnathan.bell at baker.edu Thu Nov 19 08:33:06 2009 From: johnathan.bell at baker.edu (Johnathan Bell) Date: Thu, 19 Nov 2009 08:33:06 -0500 Subject: [rt-users] Getting a list of privileged users... Message-ID: I'm running a script that grabs a list of users from our LDAP directory and synchronizes group memberships and permissions. Currently, I use code similar to this, to get a list of members: --snip-- my $currentUser = GetCurrentUser(); my $workingUser = new RT::User($currentUser); my $systemUser = RT::User->new($RT::SystemUser); # RT Group $groupObj = new RT::Group($currentUser); $groupObj->LoadUserDefinedGroup($groupName); if ( not $groupObj->Id() ) { print "Group ".$groupName." not found in RequestTracker\n"; next; } # Get our members into an array for easy work later. $groupMembersObj = $groupObj->MembersObj(); my @rtMembers; while ( $groupMember = $groupMembersObj->Next() ) { $groupMemberUser = $groupMember->UserObj(); $workingUser->Load($groupMember->MemberId()); $workingUser->Name(); push(@rtMembers, $workingUser->Name()); } --snip-- Basically, I load a group by name, and then loop through the array and grab each user into an array. Is there a way I can do this for privileged user names? I just want to get them into an array to work with them later. Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College Office Phone: 810-766-4097 Office Hours: 7A-4P, M-F From elacour at easter-eggs.com Thu Nov 19 09:02:42 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 19 Nov 2009 15:02:42 +0100 Subject: [rt-users] Getting a list of privileged users... In-Reply-To: References: Message-ID: <20091119140242.GB3163@easter-eggs.com> On Thu, Nov 19, 2009 at 08:33:06AM -0500, Johnathan Bell wrote: > I'm running a script that grabs a list of users from our LDAP directory and synchronizes group memberships and permissions. Currently, I use code similar to this, to get a list of members: > > --snip-- > my $currentUser = GetCurrentUser(); > my $workingUser = new RT::User($currentUser); > my $systemUser = RT::User->new($RT::SystemUser); those two lines are useless, $currentUser and $RT::SystemUser are already objects, $workingUser and $systemUser are just empty users objects > > Basically, I load a group by name, and then loop through the array and > grab each user into an array. Is there a way I can do this for > privileged user names? I just want to get them into an array to work > with them later. > there is different way to do this, it depends on the final purpose, but the simplest way to get all priviledged users is: my $PrivilegedUsers = RT::Users->new ( $RT::SystemUser ); $PrivilegedUsers->LimitToPrivileged; the walk this with: while ( my $PrivilegedUser = $PrivilegedUsers->Next ) { ...things to do with user object $PrivilegedUser } From torsten.brumm at Kuehne-Nagel.com Thu Nov 19 09:58:00 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Thu, 19 Nov 2009 15:58:00 +0100 Subject: [rt-users] How to add attachments (not links) with a template to an outgoing mail? In-Reply-To: <20091119140242.GB3163@easter-eggs.com> References: <20091119140242.GB3163@easter-eggs.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7EA8@w3hamboex11.ger.win.int.kn> Hi, i followed the the instructions from wiki to add all attachments from a ticket (during the whole livetime) as links to the outgoing mail. No i need to attache all the attachements to the outgoing mail, but i can't find anything useful at the wiki for this. Any suggestions? Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne From mrathbone at sagonet.com Thu Nov 19 10:01:51 2009 From: mrathbone at sagonet.com (Maxwell A. Rathbone) Date: Thu, 19 Nov 2009 10:01:51 -0500 Subject: [rt-users] lighttpd + FastCGI + RT - Broken CSS / Menu Items Dont Work In-Reply-To: <4B049D0A.1050708@sagonet.com> References: <4B049D0A.1050708@sagonet.com> Message-ID: <4B055DDF.1070503@sagonet.com> Again discovered the solution to my problem. I previously compiled RT with FastCGI and was trying to display it with mod_perl2. Recompile of RT with the correct handler fixed the problem. Thanks Max Maxwell Rathbone wrote: > Hello, > > Once again it appears I've run into a snag. I'm running lighttpd with RT > on CentOS 5.4. This is my first attempt at trying to get RT to run under > lighttpd with FastCGI. When I open the RT URL in my browser, everything > is flush left and the only image shown anywhere on the page is the best > practical logo. There are no colors on the page at all aside from the > links themselves. My first thought was that there must be a missing CSS > file. So I first hunted through the access.log for lighttpd only to find > a status code 200 on everything. This implies the web server was able to > provide my browser all files. > > I next logged into the interface, and was presented with what appears to > be the dashboard, and logged in user menu. Again, no colors, no > formatting on the page. Appears as if some CSS file somewhere is > missing. I discovered that none of the menu items(Simple Search, > Tickets, Tools, Configuration, Preferences, etc) work. When I click > them, the URL changes, however I continue to only be shown the homepage > in my browser. > > I double checked all the examples I could find online and my > lighttpd.conf appears to be correct. I feel I'm at a loss here. If > anyone can provide some help on this one, I'd appreciate it. > > The best that I seem to be able to determine is that it's probably > something wrong in the lighttpd's mod_rewrite configuration as it seems > to be redirecting what should be static URL's to the homepage. > > Here is my lighttpd.conf file: > server.modules = ( > "mod_rewrite", > "mod_redirect", > "mod_alias", > "mod_access", > "mod_cml", > "mod_trigger_b4_dl", > "mod_auth", > "mod_status", > "mod_setenv", > "mod_fastcgi", > "mod_proxy", > "mod_simple_vhost", > "mod_evhost", > "mod_userdir", > "mod_cgi", > "mod_compress", > "mod_ssi", > "mod_usertrack", > "mod_expire", > "mod_secdownload", > # "mod_rrdtool", > "mod_accesslog" ) > > server.document-root = "/srv/www/lighttpd/" > server.errorlog = "/var/log/lighttpd/error.log" > index-file.names = ( "index.php", "index.html", > "index.htm", "default.htm" ) > mimetype.assign = ( > ".rpm" => "application/x-rpm", > ".pdf" => "application/pdf", > ".sig" => "application/pgp-signature", > ".spl" => "application/futuresplash", > ".class" => "application/octet-stream", > ".ps" => "application/postscript", > ".torrent" => "application/x-bittorrent", > ".dvi" => "application/x-dvi", > ".gz" => "application/x-gzip", > ".pac" => "application/x-ns-proxy-autoconfig", > ".swf" => "application/x-shockwave-flash", > ".tar.gz" => "application/x-tgz", > ".tgz" => "application/x-tgz", > ".tar" => "application/x-tar", > ".zip" => "application/zip", > ".mp3" => "audio/mpeg", > ".m3u" => "audio/x-mpegurl", > ".wma" => "audio/x-ms-wma", > ".wax" => "audio/x-ms-wax", > ".ogg" => "application/ogg", > ".wav" => "audio/x-wav", > ".gif" => "image/gif", > ".jar" => "application/x-java-archive", > ".jpg" => "image/jpeg", > ".jpeg" => "image/jpeg", > ".png" => "image/png", > ".xbm" => "image/x-xbitmap", > ".xpm" => "image/x-xpixmap", > ".xwd" => "image/x-xwindowdump", > ".css" => "text/css", > ".html" => "text/html", > ".htm" => "text/html", > ".js" => "text/javascript", > ".asc" => "text/plain", > ".c" => "text/plain", > ".cpp" => "text/plain", > ".log" => "text/plain", > ".conf" => "text/plain", > ".text" => "text/plain", > ".txt" => "text/plain", > ".dtd" => "text/xml", > ".xml" => "text/xml", > ".mpeg" => "video/mpeg", > ".mpg" => "video/mpeg", > ".mov" => "video/quicktime", > ".qt" => "video/quicktime", > ".avi" => "video/x-msvideo", > ".asf" => "video/x-ms-asf", > ".asx" => "video/x-ms-asf", > ".wmv" => "video/x-ms-wmv", > ".bz2" => "application/x-bzip", > ".tbz" => "application/x-bzip-compressed-tar", > ".tar.bz2" => "application/x-bzip-compressed-tar", > # default mime type > "" => "application/octet-stream", > ) > > accesslog.filename = "/var/log/lighttpd/access.log" > url.access-deny = ( "~", ".inc" ) > > $HTTP["url"] =~ "\.pdf$" { > server.range-requests = "disable" > } > static-file.exclude-extensions = ( ".php", ".pl", ".fcgi" ) > server.pid-file = "/var/run/lighttpd.pid" > server.username = "lighttpd" > server.groupname = "lighttpd" > > $HTTP["host"] =~ "rt.sagonet.com" { > # Specify the documentroot > server.document-root = "/opt/rt3/share/html" > > # Map appropriate files and extensions > fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => > ".html", "mail-gateway" => ".html", "Search/Chart" => ".html", > "Search/Results.rdf" => ".html", "Search/Results.tsv" => ".html" ) > > # Set Lighttpd to check for an index.html file for each directory > index-file.names = ( "index.html" ) > > # Disallow access to .mhtml files > url.access-deny = ( ".mhtml" ) > > setenv.add-environment = ( > "SCRIPT_NAME" => "/", > ) > > # Set up an alias for the /NoAuth/images location > url.rewrite-once = ( > "^/(?!NoAuth/images/)(.*)" => "/$1", > "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" > ) > > # Set up FastCGI handler > fastcgi.server = ( ".html" => > (( > "socket" => "/tmp/request-tracker.socket", > "check-local" => "disable", > "bin-path" => "/opt/rt3/bin/mason_handler.fcgi", > "min-procs" => 2, > "max-procs" => 2 > )), > > ) > > > > } > > > thank you > > Max Rathbone > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Thu Nov 19 10:22:50 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Thu, 19 Nov 2009 16:22:50 +0100 Subject: [rt-users] How to add attachments (not links) with a template to anoutgoing mail? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7EA8@w3hamboex11.ger.win.int.kn> References: <20091119140242.GB3163@easter-eggs.com> <16426EA38D57E74CB1DE5A6AE1DB0394026A7EA8@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7EB7@w3hamboex11.ger.win.int.kn> One thing i forgot: 'RT-Attach-Message: Yes' is a special header that RT uses internally. It means that the outgoing mail should be created with all attachments. Instead of adding attachments to an outgoing email you can add links to those using AddAttachmentLinksToMail. This point from wiki i have tried already and it is not working. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Donnerstag, 19. November 2009 15:58 An: rt-users at lists.bestpractical.com Betreff: [rt-users] How to add attachments (not links) with a template to anoutgoing mail? Hi, i followed the the instructions from wiki to add all attachments from a ticket (during the whole livetime) as links to the outgoing mail. No i need to attache all the attachements to the outgoing mail, but i can't find anything useful at the wiki for this. Any suggestions? Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Thu Nov 19 10:30:41 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Thu, 19 Nov 2009 16:30:41 +0100 Subject: [rt-users] How to add attachments (not links) with a template to anoutgoing mail? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7EB7@w3hamboex11.ger.win.int.kn> References: <20091119140242.GB3163@easter-eggs.com> <16426EA38D57E74CB1DE5A6AE1DB0394026A7EA8@w3hamboex11.ger.win.int.kn> <16426EA38D57E74CB1DE5A6AE1DB0394026A7EB7@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7EBB@w3hamboex11.ger.win.int.kn> One more thing: >From Wiki: 'RT-Attach-Message: Yes' is a special header that RT uses internally. It means that the outgoing mail should be created with all attachments. This All Attachments is not correct, correct is: With all Attachments from the actual transaction. In my case i will sent out a mail with attachments after a ticket status change and not after a reply/comment with attachments and i try to sent out ALL attachments of a ticket. Any hints? Torsten -----Urspr?ngliche Nachricht----- Von: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Donnerstag, 19. November 2009 16:23 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; rt-users at lists.bestpractical.com Betreff: AW: [rt-users] How to add attachments (not links) with a template to anoutgoing mail? One thing i forgot: 'RT-Attach-Message: Yes' is a special header that RT uses internally. It means that the outgoing mail should be created with all attachments. Instead of adding attachments to an outgoing email you can add links to those using AddAttachmentLinksToMail. This point from wiki i have tried already and it is not working. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Donnerstag, 19. November 2009 15:58 An: rt-users at lists.bestpractical.com Betreff: [rt-users] How to add attachments (not links) with a template to anoutgoing mail? Hi, i followed the the instructions from wiki to add all attachments from a ticket (during the whole livetime) as links to the outgoing mail. No i need to attache all the attachements to the outgoing mail, but i can't find anything useful at the wiki for this. Any suggestions? Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From matt.adams at cypressinteractive.com Thu Nov 19 11:41:07 2009 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Thu, 19 Nov 2009 09:41:07 -0700 Subject: [rt-users] Permission Denied while using RT::Extension::CommandByMail In-Reply-To: <4B0489DC.5080906@cypressinteractive.com> References: <4B0489DC.5080906@cypressinteractive.com> Message-ID: <4B057523.6010007@cypressinteractive.com> Please ignore my previous email re: Permission Denied while using CommandByMail. As it turns out it I was confusing this error with CommmandByMail when it was really just a simple RT permissions issue (users couldn't respond to tickets). Thanks, Matt -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From rt-users at thefreecat.org Thu Nov 19 12:08:16 2009 From: rt-users at thefreecat.org (JC Boggio) Date: Thu, 19 Nov 2009 18:08:16 +0100 Subject: [rt-users] Adding AdminCCs on ticket creation In-Reply-To: <4B0429D8.5010303@lbl.gov> References: <4B03BB46.2010500@thefreecat.org> <4B0429D8.5010303@lbl.gov> Message-ID: <4B057B80.5000906@thefreecat.org> Ken, Ken Crocker a ?crit : > I created something similar to this only it was for Ticket "CC's". I've found two interesting pages on the wiki, this one being the solution : http://wiki.bestpractical.com/view/AddWatcherPerTicket This one is quite interesting too : http://wiki.bestpractical.com/view/ScripExecOrder Thanks for pointing me there. From slackamp at gmail.com Thu Nov 19 12:25:28 2009 From: slackamp at gmail.com (slamp slamp) Date: Thu, 19 Nov 2009 12:25:28 -0500 Subject: [rt-users] error on preferences page after upgrading from 3.8.5 to 3.8.6 In-Reply-To: <20091117082947.GA3168@easter-eggs.com> References: <78926d250911162132j1ddb8854kea650cfb2b775210@mail.gmail.com> <20091117082947.GA3168@easter-eggs.com> Message-ID: <78926d250911190925w1f835b30mf81c1230d18c0998@mail.gmail.com> On Tue, Nov 17, 2009 at 3:29 AM, Emmanuel Lacour wrote: > On Tue, Nov 17, 2009 at 12:32:09AM -0500, slamp slamp wrote: >> Error on preferences page: >> >> Can't locate object method "date_format_full" via package >> "DateTime::Locale::en" at /opt/rt3/bin/../lib/RT/Date.pm line 659. >> >> Error in the error_log: >> >> FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of >> uninitialized value in hash element at >> /opt/rt386/share/html/Widgets/Form/Select line 120., referer: >> https://rt.warpdrive.net/Admin/ >> > > this will be fixed in 3.8.7, as of now, you can just update > DateTime::Locale to latest version or grab the commit diff on github: > 59000984a6f50c1290a81d116c38a0a87534eae0 > updated the DateTime::Locale to the latest version and I now get this error: Can't locate object method "format_cldr" via package "DateTime" at /opt/rt3/bin/../lib/RT/Date.pm line 687. From mrathbone at sagonet.com Thu Nov 19 12:49:43 2009 From: mrathbone at sagonet.com (Maxwell A. Rathbone) Date: Thu, 19 Nov 2009 12:49:43 -0500 Subject: [rt-users] lighttpd + FastCGI + RT - Broken CSS / Menu Items Dont Work In-Reply-To: <4B055DDF.1070503@sagonet.com> References: <4B049D0A.1050708@sagonet.com> <4B055DDF.1070503@sagonet.com> Message-ID: <4B058537.2080801@sagonet.com> Okay I take this back.. not sure what I was thinking.. Guess I got confused between my attempts with lighttpd and just trying to prove it works through Apache. This problem is still unresolved unfortunately. I did recompile RT with the right handler, and none of the menu items or links work. It seems as if the handler is not properly handling sub directories?? Weird thing is, I've been looking at RT in Chrome and Firefox.. when I turned off Apache and turned on lighttpd, the CSS retained in my browser. PResumably because it was cached. In IE, the lighttpd instance of my RT still continues to not have any CSS formatting or colorization. (In addition to the menu items and links not working) Max Maxwell A. Rathbone wrote: > Again discovered the solution to my problem. I previously compiled RT > with FastCGI and was trying to display it with mod_perl2. > > Recompile of RT with the correct handler fixed the problem. > > Thanks > > Max > > Maxwell Rathbone wrote: > >> Hello, >> >> Once again it appears I've run into a snag. I'm running lighttpd with RT >> on CentOS 5.4. This is my first attempt at trying to get RT to run under >> lighttpd with FastCGI. When I open the RT URL in my browser, everything >> is flush left and the only image shown anywhere on the page is the best >> practical logo. There are no colors on the page at all aside from the >> links themselves. My first thought was that there must be a missing CSS >> file. So I first hunted through the access.log for lighttpd only to find >> a status code 200 on everything. This implies the web server was able to >> provide my browser all files. >> >> I next logged into the interface, and was presented with what appears to >> be the dashboard, and logged in user menu. Again, no colors, no >> formatting on the page. Appears as if some CSS file somewhere is >> missing. I discovered that none of the menu items(Simple Search, >> Tickets, Tools, Configuration, Preferences, etc) work. When I click >> them, the URL changes, however I continue to only be shown the homepage >> in my browser. >> >> I double checked all the examples I could find online and my >> lighttpd.conf appears to be correct. I feel I'm at a loss here. If >> anyone can provide some help on this one, I'd appreciate it. >> >> The best that I seem to be able to determine is that it's probably >> something wrong in the lighttpd's mod_rewrite configuration as it seems >> to be redirecting what should be static URL's to the homepage. >> >> Here is my lighttpd.conf file: >> server.modules = ( >> "mod_rewrite", >> "mod_redirect", >> "mod_alias", >> "mod_access", >> "mod_cml", >> "mod_trigger_b4_dl", >> "mod_auth", >> "mod_status", >> "mod_setenv", >> "mod_fastcgi", >> "mod_proxy", >> "mod_simple_vhost", >> "mod_evhost", >> "mod_userdir", >> "mod_cgi", >> "mod_compress", >> "mod_ssi", >> "mod_usertrack", >> "mod_expire", >> "mod_secdownload", >> # "mod_rrdtool", >> "mod_accesslog" ) >> >> server.document-root = "/srv/www/lighttpd/" >> server.errorlog = "/var/log/lighttpd/error.log" >> index-file.names = ( "index.php", "index.html", >> "index.htm", "default.htm" ) >> mimetype.assign = ( >> ".rpm" => "application/x-rpm", >> ".pdf" => "application/pdf", >> ".sig" => "application/pgp-signature", >> ".spl" => "application/futuresplash", >> ".class" => "application/octet-stream", >> ".ps" => "application/postscript", >> ".torrent" => "application/x-bittorrent", >> ".dvi" => "application/x-dvi", >> ".gz" => "application/x-gzip", >> ".pac" => "application/x-ns-proxy-autoconfig", >> ".swf" => "application/x-shockwave-flash", >> ".tar.gz" => "application/x-tgz", >> ".tgz" => "application/x-tgz", >> ".tar" => "application/x-tar", >> ".zip" => "application/zip", >> ".mp3" => "audio/mpeg", >> ".m3u" => "audio/x-mpegurl", >> ".wma" => "audio/x-ms-wma", >> ".wax" => "audio/x-ms-wax", >> ".ogg" => "application/ogg", >> ".wav" => "audio/x-wav", >> ".gif" => "image/gif", >> ".jar" => "application/x-java-archive", >> ".jpg" => "image/jpeg", >> ".jpeg" => "image/jpeg", >> ".png" => "image/png", >> ".xbm" => "image/x-xbitmap", >> ".xpm" => "image/x-xpixmap", >> ".xwd" => "image/x-xwindowdump", >> ".css" => "text/css", >> ".html" => "text/html", >> ".htm" => "text/html", >> ".js" => "text/javascript", >> ".asc" => "text/plain", >> ".c" => "text/plain", >> ".cpp" => "text/plain", >> ".log" => "text/plain", >> ".conf" => "text/plain", >> ".text" => "text/plain", >> ".txt" => "text/plain", >> ".dtd" => "text/xml", >> ".xml" => "text/xml", >> ".mpeg" => "video/mpeg", >> ".mpg" => "video/mpeg", >> ".mov" => "video/quicktime", >> ".qt" => "video/quicktime", >> ".avi" => "video/x-msvideo", >> ".asf" => "video/x-ms-asf", >> ".asx" => "video/x-ms-asf", >> ".wmv" => "video/x-ms-wmv", >> ".bz2" => "application/x-bzip", >> ".tbz" => "application/x-bzip-compressed-tar", >> ".tar.bz2" => "application/x-bzip-compressed-tar", >> # default mime type >> "" => "application/octet-stream", >> ) >> >> accesslog.filename = "/var/log/lighttpd/access.log" >> url.access-deny = ( "~", ".inc" ) >> >> $HTTP["url"] =~ "\.pdf$" { >> server.range-requests = "disable" >> } >> static-file.exclude-extensions = ( ".php", ".pl", ".fcgi" ) >> server.pid-file = "/var/run/lighttpd.pid" >> server.username = "lighttpd" >> server.groupname = "lighttpd" >> >> $HTTP["host"] =~ "rt.sagonet.com" { >> # Specify the documentroot >> server.document-root = "/opt/rt3/share/html" >> >> # Map appropriate files and extensions >> fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => >> ".html", "mail-gateway" => ".html", "Search/Chart" => ".html", >> "Search/Results.rdf" => ".html", "Search/Results.tsv" => ".html" ) >> >> # Set Lighttpd to check for an index.html file for each directory >> index-file.names = ( "index.html" ) >> >> # Disallow access to .mhtml files >> url.access-deny = ( ".mhtml" ) >> >> setenv.add-environment = ( >> "SCRIPT_NAME" => "/", >> ) >> >> # Set up an alias for the /NoAuth/images location >> url.rewrite-once = ( >> "^/(?!NoAuth/images/)(.*)" => "/$1", >> "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" >> ) >> >> # Set up FastCGI handler >> fastcgi.server = ( ".html" => >> (( >> "socket" => "/tmp/request-tracker.socket", >> "check-local" => "disable", >> "bin-path" => "/opt/rt3/bin/mason_handler.fcgi", >> "min-procs" => 2, >> "max-procs" => 2 >> )), >> >> ) >> >> >> >> } >> >> >> thank you >> >> Max Rathbone >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 mrathbone at sagonet.com Thu Nov 19 14:27:29 2009 From: mrathbone at sagonet.com (Maxwell A. Rathbone) Date: Thu, 19 Nov 2009 14:27:29 -0500 Subject: [rt-users] lighttpd + FastCGI + RT - Broken CSS / Menu Items Dont Work In-Reply-To: <4B058537.2080801@sagonet.com> References: <4B049D0A.1050708@sagonet.com> <4B055DDF.1070503@sagonet.com> <4B058537.2080801@sagonet.com> Message-ID: <4B059C21.3000609@sagonet.com> After over a day trying to get lighttpd + FastCGI working.. I FINALLY found the last major problem. The mason handler that is provided with RT 3.8.6(mason_handler.fcgi) is *NOT COMPATIBLE* with lighttpd. It works perfectly fine for Apache. The numerous mason_lighttpd_handler.fcgi scripts that are found online all have a code error in them that causes lighttpd to crash. So they are invalid as well. (Easily verifiable and reproducable) It appears the underlying problem with the built-in mason_handler.fcgi is that the CGI::Fast call is not able to properly deduce the current URL that is being pulled up. This value should be stored into $cgi->path_info. I found an article from 2006(yes, I said, 2006) where someone posted a diff between the built-in handler and what he found finally worked. I applied the changes to my handler, and after a quick restart of lighttpd it started showing my RT instance properly with colors, CSS, and all menu items work. It appears that this problem/bug has persisted for at least three years. This may explain why there is such little information on lighttpd + FastCGI and getting it to work properly. I'm posting the corrected handler here, and will post it as a bug as well so hopefully Best Practical can provide the lighttpd handler in future releases of RT as well. In case anyone stumbles onto this thread in the future, here is my complete mason handler code: #!/usr/bin/perl # BEGIN BPS TAGGED BLOCK {{{ # # COPYRIGHT: # # This software is Copyright (c) 1996-2009 Best Practical Solutions, LLC # # # (Except where explicitly superseded by other copyright notices) # # # LICENSE: # # This work is made available to you under the terms of Version 2 of # the GNU General Public License. A copy of that license should have # been provided with this software, but in any event can be snarfed # from www.gnu.org. # # This work is distributed in the hope that it will be useful, but # WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU # General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA # 02110-1301 or visit their web page on the internet at # http://www.gnu.org/licenses/old-licenses/gpl-2.0.html. # # # CONTRIBUTION SUBMISSION POLICY: # # (The following paragraph is not intended to limit the rights granted # to you to modify and distribute this software under the terms of # the GNU General Public License and is only of importance to you if # you choose to contribute your changes and enhancements to the # community by submitting them to Best Practical Solutions, LLC.) # # By intentionally submitting any modifications, corrections or # derivatives to this work, or any other work intended for use with # Request Tracker, to Best Practical Solutions, LLC, you confirm that # you are the copyright holder for those contributions and you grant # Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, # royalty-free, perpetual, license to use, copy, create derivative # works based on those contributions, and sublicense and distribute # those contributions and any derivatives thereof. # # END BPS TAGGED BLOCK }}} package RT::Mason; use strict; use vars '$Handler'; use File::Basename; require (dirname(__FILE__) . '/webmux.pl'); # Enter CGI::Fast mode, which should also work as a vanilla CGI script. require CGI::Fast; RT::Init(); $Handler ||= RT::Interface::Web::Handler->new( RT->Config->Get('MasonParameters') ); while ( my $cgi = CGI::Fast->new ) { # the whole point of fastcgi requires the env to get reset here.. # So we must squash it again $ENV{'PATH'} = '/bin:/usr/bin'; $ENV{'CDPATH'} = '' if defined $ENV{'CDPATH'}; $ENV{'SHELL'} = '/bin/sh' if defined $ENV{'SHELL'}; $ENV{'ENV'} = '' if defined $ENV{'ENV'}; $ENV{'IFS'} = '' if defined $ENV{'IFS'}; my $uri = $ENV{REQUEST_URI}; if ($uri =~ /\?/) { $uri =~ /^(.*?)\?(.*)/; $ENV{PATH_INFO} = $1; $ENV{QUERY_STRING} = $2; } else { $ENV{PATH_INFO} = $uri; $ENV{QUERY_STRING} = ""; } Module::Refresh->refresh if RT->Config->Get('DevelMode'); RT::ConnectToDatabase(); if ( ( !$Handler->interp->comp_exists( $cgi->path_info ) ) && ( $Handler->interp->comp_exists( $cgi->path_info . "/index.html" ) ) ) { $cgi->path_info( $cgi->path_info . "/index.html" ); } eval { $Handler->handle_cgi_object($cgi); }; if ($@) { $RT::Logger->crit($@); } RT::Interface::Web::Handler->CleanupRequest(); } 1; Max Rathbone Maxwell A. Rathbone wrote: > Okay I take this back.. not sure what I was thinking.. Guess I got > confused between my attempts with lighttpd and just trying to prove it > works through Apache. > > This problem is still unresolved unfortunately. I did recompile RT > with the right handler, and none of the menu items or links work. It > seems as if the handler is not properly handling sub directories?? > > Weird thing is, I've been looking at RT in Chrome and Firefox.. when I > turned off Apache and turned on lighttpd, the CSS retained in my > browser. PResumably because it was cached. In IE, the lighttpd > instance of my RT still continues to not have any CSS formatting or > colorization. (In addition to the menu items and links not working) > > Max > > Maxwell A. Rathbone wrote: >> Again discovered the solution to my problem. I previously compiled RT >> with FastCGI and was trying to display it with mod_perl2. >> >> Recompile of RT with the correct handler fixed the problem. >> >> Thanks >> >> Max >> >> Maxwell Rathbone wrote: >> >>> Hello, >>> >>> Once again it appears I've run into a snag. I'm running lighttpd with RT >>> on CentOS 5.4. This is my first attempt at trying to get RT to run under >>> lighttpd with FastCGI. When I open the RT URL in my browser, everything >>> is flush left and the only image shown anywhere on the page is the best >>> practical logo. There are no colors on the page at all aside from the >>> links themselves. My first thought was that there must be a missing CSS >>> file. So I first hunted through the access.log for lighttpd only to find >>> a status code 200 on everything. This implies the web server was able to >>> provide my browser all files. >>> >>> I next logged into the interface, and was presented with what appears to >>> be the dashboard, and logged in user menu. Again, no colors, no >>> formatting on the page. Appears as if some CSS file somewhere is >>> missing. I discovered that none of the menu items(Simple Search, >>> Tickets, Tools, Configuration, Preferences, etc) work. When I click >>> them, the URL changes, however I continue to only be shown the homepage >>> in my browser. >>> >>> I double checked all the examples I could find online and my >>> lighttpd.conf appears to be correct. I feel I'm at a loss here. If >>> anyone can provide some help on this one, I'd appreciate it. >>> >>> The best that I seem to be able to determine is that it's probably >>> something wrong in the lighttpd's mod_rewrite configuration as it seems >>> to be redirecting what should be static URL's to the homepage. >>> >>> Here is my lighttpd.conf file: >>> server.modules = ( >>> "mod_rewrite", >>> "mod_redirect", >>> "mod_alias", >>> "mod_access", >>> "mod_cml", >>> "mod_trigger_b4_dl", >>> "mod_auth", >>> "mod_status", >>> "mod_setenv", >>> "mod_fastcgi", >>> "mod_proxy", >>> "mod_simple_vhost", >>> "mod_evhost", >>> "mod_userdir", >>> "mod_cgi", >>> "mod_compress", >>> "mod_ssi", >>> "mod_usertrack", >>> "mod_expire", >>> "mod_secdownload", >>> # "mod_rrdtool", >>> "mod_accesslog" ) >>> >>> server.document-root = "/srv/www/lighttpd/" >>> server.errorlog = "/var/log/lighttpd/error.log" >>> index-file.names = ( "index.php", "index.html", >>> "index.htm", "default.htm" ) >>> mimetype.assign = ( >>> ".rpm" => "application/x-rpm", >>> ".pdf" => "application/pdf", >>> ".sig" => "application/pgp-signature", >>> ".spl" => "application/futuresplash", >>> ".class" => "application/octet-stream", >>> ".ps" => "application/postscript", >>> ".torrent" => "application/x-bittorrent", >>> ".dvi" => "application/x-dvi", >>> ".gz" => "application/x-gzip", >>> ".pac" => "application/x-ns-proxy-autoconfig", >>> ".swf" => "application/x-shockwave-flash", >>> ".tar.gz" => "application/x-tgz", >>> ".tgz" => "application/x-tgz", >>> ".tar" => "application/x-tar", >>> ".zip" => "application/zip", >>> ".mp3" => "audio/mpeg", >>> ".m3u" => "audio/x-mpegurl", >>> ".wma" => "audio/x-ms-wma", >>> ".wax" => "audio/x-ms-wax", >>> ".ogg" => "application/ogg", >>> ".wav" => "audio/x-wav", >>> ".gif" => "image/gif", >>> ".jar" => "application/x-java-archive", >>> ".jpg" => "image/jpeg", >>> ".jpeg" => "image/jpeg", >>> ".png" => "image/png", >>> ".xbm" => "image/x-xbitmap", >>> ".xpm" => "image/x-xpixmap", >>> ".xwd" => "image/x-xwindowdump", >>> ".css" => "text/css", >>> ".html" => "text/html", >>> ".htm" => "text/html", >>> ".js" => "text/javascript", >>> ".asc" => "text/plain", >>> ".c" => "text/plain", >>> ".cpp" => "text/plain", >>> ".log" => "text/plain", >>> ".conf" => "text/plain", >>> ".text" => "text/plain", >>> ".txt" => "text/plain", >>> ".dtd" => "text/xml", >>> ".xml" => "text/xml", >>> ".mpeg" => "video/mpeg", >>> ".mpg" => "video/mpeg", >>> ".mov" => "video/quicktime", >>> ".qt" => "video/quicktime", >>> ".avi" => "video/x-msvideo", >>> ".asf" => "video/x-ms-asf", >>> ".asx" => "video/x-ms-asf", >>> ".wmv" => "video/x-ms-wmv", >>> ".bz2" => "application/x-bzip", >>> ".tbz" => "application/x-bzip-compressed-tar", >>> ".tar.bz2" => "application/x-bzip-compressed-tar", >>> # default mime type >>> "" => "application/octet-stream", >>> ) >>> >>> accesslog.filename = "/var/log/lighttpd/access.log" >>> url.access-deny = ( "~", ".inc" ) >>> >>> $HTTP["url"] =~ "\.pdf$" { >>> server.range-requests = "disable" >>> } >>> static-file.exclude-extensions = ( ".php", ".pl", ".fcgi" ) >>> server.pid-file = "/var/run/lighttpd.pid" >>> server.username = "lighttpd" >>> server.groupname = "lighttpd" >>> >>> $HTTP["host"] =~ "rt.sagonet.com" { >>> # Specify the documentroot >>> server.document-root = "/opt/rt3/share/html" >>> >>> # Map appropriate files and extensions >>> fastcgi.map-extensions = ( ".css" => ".html", ".js" => ".html", "/" => >>> ".html", "mail-gateway" => ".html", "Search/Chart" => ".html", >>> "Search/Results.rdf" => ".html", "Search/Results.tsv" => ".html" ) >>> >>> # Set Lighttpd to check for an index.html file for each directory >>> index-file.names = ( "index.html" ) >>> >>> # Disallow access to .mhtml files >>> url.access-deny = ( ".mhtml" ) >>> >>> setenv.add-environment = ( >>> "SCRIPT_NAME" => "/", >>> ) >>> >>> # Set up an alias for the /NoAuth/images location >>> url.rewrite-once = ( >>> "^/(?!NoAuth/images/)(.*)" => "/$1", >>> "^(.*)/Ticket/Attachment/(.*)" => "/$1/Ticket/Attachment/$2/" >>> ) >>> >>> # Set up FastCGI handler >>> fastcgi.server = ( ".html" => >>> (( >>> "socket" => "/tmp/request-tracker.socket", >>> "check-local" => "disable", >>> "bin-path" => "/opt/rt3/bin/mason_handler.fcgi", >>> "min-procs" => 2, >>> "max-procs" => 2 >>> )), >>> >>> ) >>> >>> >>> >>> } >>> >>> >>> thank you >>> >>> Max Rathbone >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 toml at bitstatement.net Thu Nov 19 16:43:16 2009 From: toml at bitstatement.net (Tom Lahti) Date: Thu, 19 Nov 2009 13:43:16 -0800 Subject: [rt-users] How to add attachments (not links) with a template to an outgoing mail? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7EA8@w3hamboex11.ger.win.int.kn> References: <20091119140242.GB3163@easter-eggs.com> <16426EA38D57E74CB1DE5A6AE1DB0394026A7EA8@w3hamboex11.ger.win.int.kn> Message-ID: <4B05BBF4.90608@bitstatement.net> Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, i followed the the instructions from wiki to add all attachments > from a ticket (during the whole livetime) as links to the outgoing > mail. No i need to attache all the attachements to the outgoing mail, > but i can't find anything useful at the wiki for this. > > Any suggestions? As far as I know, you'd have to write a custom email template that fetches the attachment contents through the perl API and builds a MIME-encapsulated message body. Of course it has to execute fully before the resulting page will display, which might take awhile. Since I've forgotten most of my perl at this point, and I'd want the page to display quicker, personally I would probably build myself a custom REST service and have the perl template call that and supply some parameters. But that's just me. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From varun.vyas at elitecore.com Fri Nov 20 03:38:39 2009 From: varun.vyas at elitecore.com (Varun) Date: Fri, 20 Nov 2009 14:08:39 +0530 Subject: [rt-users] Custom Scrip Taking Too Much Time Message-ID: Hello All I have RT 3.6.3 installed with fastcgi implemented. I have one problem with my one of custom scrip which we have placed on closure of ticket for 3 of our queues. This scrip inserts username and password of the requestor into our one table called Feedback master and then sends a mail to that user for feedback from the user side. In short it sends a feedback form to the user on closing of ticket and inserts that username and password in our database for our future reference. But due to this, delay in closing of ticket has increased tremendously and it takes 3-4 minutes for a ticket to gets closed (which includes finding the email address of requestor from custom fields and generating a random password for that user and inserting that details in our table and then sending a feedback form to that user). I have attached my scrip. Please any one has any idea how I can optimize this scrip and decrease the time to close ticket below 1 min. 1) Scrip For Finding Preferred Email Address Of User And Inserting it into Database: Script Condition : # User defined condition for invoking feedback related scrips. # This condition ensures the ticket is closed. if(($self->TransactionObj->Field eq 'Status') and ($self->TransactionObj->NewValue() eq 'closed)) { return(1); }else { return(undef); } Script Action : use lib qw(/opt/rt3/lib); use List::Util qw(first); use POSIX; use Data::Dumper; use RT::FeedbackUser; my $queueObj=$self->TicketObj->QueueObj; ## add the valid queue ids here my @validQueueIds=(21,301,601); my $qid=$queueObj->Id; my $match=first{/$qid/}@validQueueIds ; if(defined($match)){ # PROCEED FURTHER TO CREATE USER my $fbUserObj=RT::FeedbackUser->new($queueObj->CurrentUser); my @allRequestors=(); my $newusername; my $newpwd; my $tickId=$self->TicketObj->Id; my $disabled=0; my $dtCreated=strftime('%Y-%m-%d %H:%M:%S',localtime); my $dtModified=strftime('%Y-%m-%d %H:%M:%S',localtime); my $cfObj=RT::CustomField->new($RT::SystemUser); my $cfvalues=RT::ObjectCustomFieldValues->new($RT::SystemUser); # CHECK for PREFERRED EMAIL ADDRESS my $preferredAddr=''; $cfObj->Load('Preferred Email'); $RT::Logger->debug("[CreateFBUser/Commit]: CF id= ".$cfObj->Id.",ticket id=".$tickId); $cfvalues->UnLimit(); while(my $cf=$cfvalues->Next) { if( $cf->ObjectId == $tickId && $cf->CustomField == $cfObj->Id) { $preferredAddr= $cf->Content; $RT::Logger->debug("[CreateFBUser/Commit]: preferred addr=".$preferredAddr); } } ####### remove leading spaces ######## $preferredAddr=~ s/^\s+// ; ####### remove trailing spaces ####### $preferredAddr=~ s/\s+$//; if(defined($preferredAddr) && $preferredAddr ne '' && $preferredAddr =~ /^\w+(\-\w+)*(\.\w+(\-\w+)*)*@\w+(\-\w+)*(\.\w+(\-\w+)*)+$/ ){ # THERE IS AN ADDITIONAL PREFERRED EMAIL ADDRESS SO CREATE USER FOR THAT $newpwd=generatePwd(); $RT::Logger->debug("[CreateFBUser/Commit]:Preferred Username:".$preferredAddr.", Password=".$newpwd); my($res,$msg)= $fbUserObj->Create( UserName => $preferredAddr, Password => $newpwd, TicketId => $tickId, Disabled => $disabled, DateCreated => $dtCreated, DateModified => $dtModified, ); $RT::Logger->debug("[CreateFBUser/Commit]: result status =".$res.", ResultMessage =".$msg); }else{ $RT::Logger->debug("[CreateFBUser/Commit]: Creating normal users"); push(@allRequestors,$self->TicketObj->Requestors->MemberEmailAddresses); foreach(@allRequestors){ $newusername=$_; $newpwd=''; unless($newusername=~ m/organization.com/){ $newpwd=generatePwd(); $RT::Logger->debug("[CreateFBUser/Commit]:Username:".$newusername.", Password=".$newpwd); my($res,$msg)= $fbUserObj->Create( UserName => $newusername, Password => $newpwd, TicketId => $tickId, Disabled => $disabled, DateCreated => $dtCreated, DateModified => $dtModified, ); $RT::Logger->debug("[CreateFBUser/Commit]: result status =".$res.", ResultMessage =".$msg); } # end of unless } # end of foreach } # end of else }else{ $RT::Logger->debug("[CreateFBUser/Commit]:Ticket not matched to given queues so no feedback user created "); } sub generatePwd { # GENERATE A PASSWORD my $newpwd; my $pwdLen=6; my @charset = (('A'..'Z'), ('a'..'z'), (0..9)); my $range = $#charset + 1; my $randomHr=int(rand($pwdLen)); my $randomMin=int(rand($pwdLen)); for (0..$pwdLen-1) { $newpwd.= $charset[int(rand($range))]; # Add timestamp to new password to ensure it remains unique $newpwd.=($_== $randomHr)?strftime('%H',localtime):''; $newpwd.=($_==$randomMin)?strftime('%M',localtime):''; } return $newpwd; } 2) Scrip For Sending Mail: use lib qw(/opt/rt3/lib); use List::Util qw(first); require MIME::Lite; require MIME::Lite::HTML; use RT::FeedbackUser; use RT::FeedbackUsers; my $queueObj=$self->TicketObj->QueueObj; my $user=RT::FeedbackUser->new($RT::SystemUser); my @allrequestors=$self->TicketObj->Requestors->MemberEmailAddresses; my $cfObj=RT::CustomField->new($RT::SystemUser); my $cfvalues=RT::ObjectCustomFieldValues->new($RT::SystemUser); my $preferredAddr=''; my $accessCode; my @validQueueIds=(21,301,601); my $qid=$queueObj->Id; my $match=first{/$qid/}@validQueueIds ; if(!defined($match)){ return; } # CHECK for PREFERRED EMAIL ADDRESS $cfObj->Load('Preferred Email'); $cfvalues->UnLimit(); while(my $cf=$cfvalues->Next){ if($cf->ObjectId == $self->TicketObj->Id && $cf->CustomField == $cfObj->Id){ $preferredAddr=$cf->Content; ####### remove leading spaces ######## $preferredAddr=~ s/^\s+// ; ####### remove trailing spaces ####### $preferredAddr=~ s/\s+$//; $RT::Logger->debug("[SendLiteMail]: preferred addr=".$preferredAddr); } } if(defined($preferredAddr) && $preferredAddr ne '' && $preferredAddr =~ /^\w+(\-\w+)*(\.\w+(\-\w+)*)*@\w+(\-\w+)*(\.\w+(\-\w+)*)+$/ ){ $user->LoadByUserNameAndTicket( UserName => $preferredAddr , TicketId => $self->TicketObj->Id , Disabled => 0 ); $RT::Logger->debug("[SendLiteMail]: Loaded preferred feedbackuser,Username=".$user->UserName.", Password=".$user->Password); $RT::Logger->debug("[SendLiteMail]: About to send integrated mail to preferred addr "); $accessCode= $user->Password; my $mailHTML = new MIME::Lite::HTML(To => $user->UserName, From =>'admin at rt.com', Subject => 'Please send us feedback for ticket:'.$user->TicketId); my $MIMEmail =$mailHTML->parse("http://mycompanyname.com/index.jsp?activationcode=$access Code "); $MIMEmail->send; $RT::Logger->debug("[SendLiteMail]: mail sent "); }else{ foreach(@allrequestors){ my $name=$_; if($name=~ m/organization.com/){ # DONT LOAD THIS USER AS IT WONT EXIST IN THE DB $RT::Logger->debug("[SendLiteMail]: Not mailing to internal user"); }else{ # $RT::Logger->debug("[SendLiteMail]: Requestor=".$name.",ticket=".$user->TicketId); # $user->LoadByUserNameAndTicket( UserName => $name , TicketId => $user->TicketId, Disabled => 0 ); $RT::Logger->debug("[SendLiteMail]: Requestor=".$name.",ticket=".$self->TicketObj->Id); $user->LoadByUserNameAndTicket( UserName => $name , TicketId => $self->TicketObj->Id, Disabled => 0 ); $RT::Logger->debug("[SendLiteMail]: Loaded feedbackuser, Username=".$user->UserName.", Password=".$user->Password); $RT::Logger->debug("[SendLiteMail]: About to send integrated mail"); $accessCode= $user->Password; my $mailHTML = new MIME::Lite::HTML(To => $user->UserName, From =>' admin at rt.com ', Subject => 'Please send us feedback for ticket:'.$user->TicketId); my $MIMEmail =$mailHTML->parse("http://mycompanyname.com/index.jsp?activationcode=$access Code "); $MIMEmail->send; $RT::Logger->debug("[SendLiteMail]: mail sent "); } } }# end of if Please any help is highly appreciated. Waiting a positive reply. Thanks & Regards Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Fri Nov 20 06:28:54 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Fri, 20 Nov 2009 12:28:54 +0100 Subject: [rt-users] How to add attachments (not links) with a template to an outgoing mail? In-Reply-To: <4B05BBF4.90608@bitstatement.net> References: <20091119140242.GB3163@easter-eggs.com> <16426EA38D57E74CB1DE5A6AE1DB0394026A7EA8@w3hamboex11.ger.win.int.kn> <4B05BBF4.90608@bitstatement.net> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A7F88@w3hamboex11.ger.win.int.kn> Hi Tom, thanks for the hint. in the mean time we found a easy way to do this ;-) Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: Tom Lahti [mailto:toml at bitstatement.net] Gesendet: Donnerstag, 19. November 2009 22:43 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] How to add attachments (not links) with a template to an outgoing mail? Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi, i followed the the instructions from wiki to add all attachments > from a ticket (during the whole livetime) as links to the outgoing > mail. No i need to attache all the attachements to the outgoing mail, > but i can't find anything useful at the wiki for this. > > Any suggestions? As far as I know, you'd have to write a custom email template that fetches the attachment contents through the perl API and builds a MIME-encapsulated message body. Of course it has to execute fully before the resulting page will display, which might take awhile. Since I've forgotten most of my perl at this point, and I'd want the page to display quicker, personally I would probably build myself a custom REST service and have the perl template call that and supply some parameters. But that's just me. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From dominic.hargreaves at oucs.ox.ac.uk Fri Nov 20 06:41:50 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 20 Nov 2009 11:41:50 +0000 Subject: [rt-users] Slow queries building list of privileged users (Postgres) Message-ID: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> I'm migrating from an RT 2 install to an RT 3.8 install with around 170 privileged users (and around 90,000 total users). I've done some initial testing with RT 3.8.6 and have observed that building the list of privileged users (in the "create new ticket" (ticket owner), "display ticket" (reminder owner) and "ticket search" (ticket owner) pages) takes around 20-30 seconds to run. It performs two queries which are logged by my slow query logger: LOG: duration: 30570.089 ms statement: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain = 'RT::System-Role') AND ((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 3) OR (ACL_4.ObjectType = 'RT::System')) ORDER BY main.Name ASC LOG: duration: 824.692 ms statement: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.MemberId = Principals_1.id ) WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId = CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User') AND (ACL_2.RightName = 'OwnTicket') AND ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 3) OR (ACL_2.ObjectType = 'RT::System')) ORDER BY main.Name ASC The first, on our database, returns no entries at all, whilst the second returns the expected number of entries (the list of privileged users). Concentrating on this very slow one and asking the query planner with EXPLAIN ANALYZE: Unique (cost=147226.19..147269.59 rows=496 width=3382) (actual time=30888.166..30888.166 rows=0 loops=1) -> Sort (cost=147226.19..147227.43 rows=496 width=3382) (actual time=30888.164..30888.164 rows=0 loops=1) Sort Key: main.name, main.id, main.password, main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, main.organization, main.realname, main.nickname, main.lang, main.emailencoding, main.webencoding, main.externalcontactinfoid, main.contactinfosystem, main.externalauthid, main.authsystem, main.gecos, main.homephone, main.workphone, main.mobilephone, main.pagerphone, main.address1, main.address2, main.city, main.state, main.zip, main.country, main.timezone, main.pgpkey, main.creator, main.created, main.lastupdatedby, main.lastupdated Sort Method: quicksort Memory: 25kB -> Hash Join (cost=76985.91..147203.98 rows=496 width=3382) (actual time=30888.088..30888.088 rows=0 loops=1) Hash Cond: ((groups_3.type)::text = (acl_4.principaltype)::text) -> Hash Join (cost=76933.22..147046.33 rows=3077 width=3388) (actual time=30887.657..30887.657 rows=0 loops=1) Hash Cond: (cachedgroupmembers_2.groupid = groups_3.id) -> Hash Join (cost=57544.03..126361.67 rows=126470 width=3386) (actual time=1509.645..29963.426 rows=1278161 loops=1) Hash Cond: (cachedgroupmembers_2.memberid = main.id) -> Seq Scan on cachedgroupmembers cachedgroupmembers_2 (cost=0.00..54962.02 rows=3357602 width=8) (actual time=0.026..2268.758 rows=3357455 loops=1) -> Hash (cost=57500.57..57500.57 rows=3477 width=3386) (actual time=1509.465..1509.465 rows=92315 loops=1) -> Hash Join (cost=52857.90..57500.57 rows=3477 width=3386) (actual time=993.708..1360.215 rows=92315 loops=1) Hash Cond: (main.id = principals_1.id) -> Seq Scan on users main (cost=0.00..3223.16 rows=92316 width=3382) (actual time=0.022..75.080 rows=92316 loops=1) -> Hash (cost=51835.42..51835.42 rows=81798 width=4) (actual time=993.584..993.584 rows=92316 loops=1) -> Seq Scan on principals principals_1 (cost=0.00..51835.42 rows=81798 width=4) (actual time=0.036..914.611 rows=92316 loops=1) Filter: ((id <> 1) AND (disabled = 0) AND ((principaltype)::text = 'User'::text)) -> Hash (cost=18759.68..18759.68 rows=50361 width=10) (actual time=0.092..0.092 rows=4 loops=1) -> Bitmap Heap Scan on groups groups_3 (cost=1907.17..18759.68 rows=50361 width=10) (actual time=0.078..0.081 rows=4 loops=1) Recheck Cond: ((domain)::text = 'RT::System-Role'::text) -> Bitmap Index Scan on groups1 (cost=0.00..1894.58 rows=50361 width=0) (actual time=0.059..0.059 rows=4 loops=1) Index Cond: ((domain)::text = 'RT::System-Role'::text) -> Hash (cost=52.39..52.39 rows=24 width=6) (actual time=0.401..0.401 rows=97 loops=1) -> Bitmap Heap Scan on acl acl_4 (cost=8.77..52.39 rows=24 width=6) (actual time=0.228..0.303 rows=97 loops=1) Recheck Cond: ((((rightname)::text = 'OwnTicket'::text) AND ((objecttype)::text = 'RT::Queue'::text) AND (objectid = 3)) OR (((rightname)::text = 'OwnTicket'::text) AND ((objecttype)::text = 'RT::System'::text))) -> BitmapOr (cost=8.77..8.77 rows=24 width=0) (actual time=0.205..0.205 rows=0 loops=1) -> Bitmap Index Scan on acl1 (cost=0.00..4.30 rows=4 width=0) (actual time=0.091..0.091 rows=2 loops=1) Index Cond: (((rightname)::text = 'OwnTicket'::text) AND ((objecttype)::text = 'RT::Queue'::text) AND (objectid = 3)) -> Bitmap Index Scan on acl1 (cost=0.00..4.45 rows=20 width=0) (actual time=0.113..0.113 rows=95 loops=1) Index Cond: (((rightname)::text = 'OwnTicket'::text) AND ((objecttype)::text = 'RT::System'::text)) Total runtime: 30892.368 ms Here most of the time is spent in the hash join for: Hash Cond: (cachedgroupmembers_2.memberid = main.id) and this join eliminates all the remaining rows. Clearly for us, this first join is useless, but can anyone comment on whether this is usual, and why it's so slow for us? We're running an essentially identical database configuration with another instance of 3.8.6, which has around 10 privileged users and so unsurprisingly doesn't have this problem, and the query planner is different here: Unique (cost=638.22..638.31 rows=1 width=1086) (actual time=0.355..0.355 rows=0 loops=1) -> Sort (cost=638.22..638.22 rows=1 width=1086) (actual time=0.353..0.353 rows=0 loops=1) Sort Key: main.name, main.id, main.password, main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, main.organization, main.realname, main.nickname, main.lang, main.emailencoding, main.webencoding, main.externalcontactinfoid, main.contactinfosystem, main.externalauthid, main.authsystem, main.gecos, main.homephone, main.workphone, main.mobilephone, main.pagerphone, main.address1, main.address2, main.city, main.state, main.zip, main.country, main.timezone, main.pgpkey, main.creator, main.created, main.lastupdatedby, main.lastupdated Sort Method: quicksort Memory: 25kB -> Nested Loop (cost=0.00..638.21 rows=1 width=1086) (actual time=0.300..0.300 rows=0 loops=1) -> Nested Loop (cost=0.00..637.87 rows=1 width=8) (actual time=0.299..0.299 rows=0 loops=1) -> Nested Loop (cost=0.00..635.76 rows=6 width=4) (actual time=0.298..0.298 rows=0 loops=1) -> Nested Loop (cost=0.00..608.38 rows=3 width=4) (actual time=0.296..0.296 rows=0 loops=1) -> Seq Scan on acl acl_4 (cost=0.00..16.40 rows=2 width=6) (actual time=0.031..0.219 rows=3 loops=1) Filter: (((rightname)::text = 'OwnTicket'::text) AND ((((objecttype)::text = 'RT::Queue'::text) AND (objectid = 3)) OR ((objecttype)::text = 'RT::System'::text))) -> Index Scan using groups1 on groups groups_3 (cost=0.00..294.15 rows=147 width=10) (actual time=0.024..0.024 rows=0 loops=3) Index Cond: (((groups_3.domain)::text = 'RT::System-Role'::text) AND ((groups_3.type)::text = (acl_4.principaltype)::text)) -> Index Scan using cachedgroupmembers3 on cachedgroupmembers cachedgroupmembers_2 (cost=0.00..9.06 rows=5 width=8) (never executed) Index Cond: (cachedgroupmembers_2.groupid = groups_3.id) -> Index Scan using principals_pkey on principals principals_1 (cost=0.00..0.34 rows=1 width=4) (never executed) Index Cond: (principals_1.id = cachedgroupmembers_2.memberid) Filter: ((principals_1.id <> 1) AND (principals_1.disabled = 0::smallint) AND ((principals_1.principaltype)::text = 'User'::text)) -> Index Scan using users_pkey on users main (cost=0.00..0.33 rows=1 width=1086) (never executed) Index Cond: (main.id = principals_1.id) Total runtime: 0.602 ms cachedgroupmembers and users have the same indexes on both systems (I'm not sure whether that's relevant). Both systems are Debian lenny, RT 3.8.6, Postgres 8.3. If anyone has any other advice about running RT 3.8 on postgres I'd be interested too - I've added a couple of extra indexes: CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); CREATE INDEX users5 ON users (LOWER(emailaddress)); which are missing from the default installation which have cut down some other common slow queries (the former is already in an RT ticket: http://rt3.fsck.com/Ticket/Display.html?id=13056 ) Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From dominic.hargreaves at oucs.ox.ac.uk Fri Nov 20 06:48:46 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 20 Nov 2009 11:48:46 +0000 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091120114846.GD3631@gunboat-diplomat.oucs.ox.ac.uk> On Fri, Nov 20, 2009 at 11:41:50AM +0000, Dominic Hargreaves wrote: > I'm migrating from an RT 2 install to an RT 3.8 install with around > 170 privileged users (and around 90,000 total users). > > I've done some initial testing with RT 3.8.6 and have observed > that building the list of privileged users (in the "create new > ticket" (ticket owner), "display ticket" (reminder owner) and > "ticket search" (ticket owner) pages) takes around 20-30 seconds to run. > > It performs two queries which are logged by my slow query logger: Sorry, I wrote this a few days ago, and forgot to note that I have worked around this: http://github.com/jmdh/rt/commit/83b2c9fe39be7ec9ce32940f82b0d47c1025b482 but I haven't fully analysed the impact of this, only that it doesn't make any difference with our data - it's clearly not suitable for general use. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From ktm at rice.edu Fri Nov 20 09:02:46 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 20 Nov 2009 08:02:46 -0600 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091120140246.GM10895@it.is.rice.edu> On Fri, Nov 20, 2009 at 11:41:50AM +0000, Dominic Hargreaves wrote: > I'm migrating from an RT 2 install to an RT 3.8 install with around > 170 privileged users (and around 90,000 total users). > > I've done some initial testing with RT 3.8.6 and have observed > that building the list of privileged users (in the "create new > ticket" (ticket owner), "display ticket" (reminder owner) and > "ticket search" (ticket owner) pages) takes around 20-30 seconds to run. > > It performs two queries which are logged by my slow query logger: > > LOG: duration: 30570.089 ms statement: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain = 'RT::System-Role') AND ((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 3) OR (ACL_4.ObjectType = 'RT::System')) ORDER BY main.Name ASC > > LOG: duration: 824.692 ms statement: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.MemberId = Principals_1.id ) WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId = CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User') AND (ACL_2.RightName = 'OwnTicket') AND ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 3) OR (ACL_2.ObjectType = 'RT::System')) ORDER BY main.Name ASC > > The first, on our database, returns no entries at all, whilst the > second returns the expected number of entries (the list of privileged > users). > > Concentrating on this very slow one and asking the query planner > with EXPLAIN ANALYZE: > > Unique (cost=147226.19..147269.59 rows=496 width=3382) (actual time=30888.166..30888.166 rows=0 loops=1) > -> Sort (cost=147226.19..147227.43 rows=496 width=3382) (actual time=30888.164..30888.164 rows=0 loops=1) > Sort Key: main.name, main.id, main.password, main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, main.organization, main.realname, main.nickname, main.lang, main.emailencoding, main.webencoding, main.externalcontactinfoid, main.contactinfosystem, main.externalauthid, main.authsystem, main.gecos, main.homephone, main.workphone, main.mobilephone, main.pagerphone, main.address1, main.address2, main.city, main.state, main.zip, main.country, main.timezone, main.pgpkey, main.creator, main.created, main.lastupdatedby, main.lastupdated > Sort Method: quicksort Memory: 25kB > -> Hash Join (cost=76985.91..147203.98 rows=496 width=3382) (actual time=30888.088..30888.088 rows=0 loops=1) > Hash Cond: ((groups_3.type)::text = (acl_4.principaltype)::text) > -> Hash Join (cost=76933.22..147046.33 rows=3077 width=3388) (actual time=30887.657..30887.657 rows=0 loops=1) > Hash Cond: (cachedgroupmembers_2.groupid = groups_3.id) > -> Hash Join (cost=57544.03..126361.67 rows=126470 width=3386) (actual time=1509.645..29963.426 rows=1278161 loops=1) > Hash Cond: (cachedgroupmembers_2.memberid = main.id) > -> Seq Scan on cachedgroupmembers cachedgroupmembers_2 (cost=0.00..54962.02 rows=3357602 width=8) (actual time=0.026..2268.758 rows=3357455 loops=1) > -> Hash (cost=57500.57..57500.57 rows=3477 width=3386) (actual time=1509.465..1509.465 rows=92315 loops=1) > -> Hash Join (cost=52857.90..57500.57 rows=3477 width=3386) (actual time=993.708..1360.215 rows=92315 loops=1) > Hash Cond: (main.id = principals_1.id) > -> Seq Scan on users main (cost=0.00..3223.16 rows=92316 width=3382) (actual time=0.022..75.080 rows=92316 loops=1) > -> Hash (cost=51835.42..51835.42 rows=81798 width=4) (actual time=993.584..993.584 rows=92316 loops=1) > -> Seq Scan on principals principals_1 (cost=0.00..51835.42 rows=81798 width=4) (actual time=0.036..914.611 rows=92316 loops=1) > Filter: ((id <> 1) AND (disabled = 0) AND ((principaltype)::text = 'User'::text)) > -> Hash (cost=18759.68..18759.68 rows=50361 width=10) (actual time=0.092..0.092 rows=4 loops=1) > -> Bitmap Heap Scan on groups groups_3 (cost=1907.17..18759.68 rows=50361 width=10) (actual time=0.078..0.081 rows=4 loops=1) > Recheck Cond: ((domain)::text = 'RT::System-Role'::text) > -> Bitmap Index Scan on groups1 (cost=0.00..1894.58 rows=50361 width=0) (actual time=0.059..0.059 rows=4 loops=1) > Index Cond: ((domain)::text = 'RT::System-Role'::text) > -> Hash (cost=52.39..52.39 rows=24 width=6) (actual time=0.401..0.401 rows=97 loops=1) > -> Bitmap Heap Scan on acl acl_4 (cost=8.77..52.39 rows=24 width=6) (actual time=0.228..0.303 rows=97 loops=1) > Recheck Cond: ((((rightname)::text = 'OwnTicket'::text) AND ((objecttype)::text = 'RT::Queue'::text) AND (objectid = 3)) OR (((rightname)::text = 'OwnTicket'::text) AND ((objecttype)::text = 'RT::System'::text))) > -> BitmapOr (cost=8.77..8.77 rows=24 width=0) (actual time=0.205..0.205 rows=0 loops=1) > -> Bitmap Index Scan on acl1 (cost=0.00..4.30 rows=4 width=0) (actual time=0.091..0.091 rows=2 loops=1) > Index Cond: (((rightname)::text = 'OwnTicket'::text) AND ((objecttype)::text = 'RT::Queue'::text) AND (objectid = 3)) > -> Bitmap Index Scan on acl1 (cost=0.00..4.45 rows=20 width=0) (actual time=0.113..0.113 rows=95 loops=1) > Index Cond: (((rightname)::text = 'OwnTicket'::text) AND ((objecttype)::text = 'RT::System'::text)) > Total runtime: 30892.368 ms > > Here most of the time is spent in the hash join for: > > Hash Cond: (cachedgroupmembers_2.memberid = main.id) > > and this join eliminates all the remaining rows. > > Clearly for us, this first join is useless, but can anyone comment on > whether this is usual, and why it's so slow for us? > > We're running an essentially identical database configuration with > another instance of 3.8.6, which has around 10 privileged users and so > unsurprisingly doesn't have this problem, and the query planner is > different here: > > Unique (cost=638.22..638.31 rows=1 width=1086) (actual time=0.355..0.355 rows=0 loops=1) > -> Sort (cost=638.22..638.22 rows=1 width=1086) (actual time=0.353..0.353 rows=0 loops=1) > Sort Key: main.name, main.id, main.password, main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, main.organization, main.realname, main.nickname, main.lang, main.emailencoding, main.webencoding, main.externalcontactinfoid, main.contactinfosystem, main.externalauthid, main.authsystem, main.gecos, main.homephone, main.workphone, main.mobilephone, main.pagerphone, main.address1, main.address2, main.city, main.state, main.zip, main.country, main.timezone, main.pgpkey, main.creator, main.created, main.lastupdatedby, main.lastupdated > Sort Method: quicksort Memory: 25kB > -> Nested Loop (cost=0.00..638.21 rows=1 width=1086) (actual time=0.300..0.300 rows=0 loops=1) > -> Nested Loop (cost=0.00..637.87 rows=1 width=8) (actual time=0.299..0.299 rows=0 loops=1) > -> Nested Loop (cost=0.00..635.76 rows=6 width=4) (actual time=0.298..0.298 rows=0 loops=1) > -> Nested Loop (cost=0.00..608.38 rows=3 width=4) (actual time=0.296..0.296 rows=0 loops=1) > -> Seq Scan on acl acl_4 (cost=0.00..16.40 rows=2 width=6) (actual time=0.031..0.219 rows=3 loops=1) > Filter: (((rightname)::text = 'OwnTicket'::text) AND ((((objecttype)::text = 'RT::Queue'::text) AND (objectid = 3)) OR ((objecttype)::text = 'RT::System'::text))) > -> Index Scan using groups1 on groups groups_3 (cost=0.00..294.15 rows=147 width=10) (actual time=0.024..0.024 rows=0 loops=3) > Index Cond: (((groups_3.domain)::text = 'RT::System-Role'::text) AND ((groups_3.type)::text = (acl_4.principaltype)::text)) > -> Index Scan using cachedgroupmembers3 on cachedgroupmembers cachedgroupmembers_2 (cost=0.00..9.06 rows=5 width=8) (never executed) > Index Cond: (cachedgroupmembers_2.groupid = groups_3.id) > -> Index Scan using principals_pkey on principals principals_1 (cost=0.00..0.34 rows=1 width=4) (never executed) > Index Cond: (principals_1.id = cachedgroupmembers_2.memberid) > Filter: ((principals_1.id <> 1) AND (principals_1.disabled = 0::smallint) AND ((principals_1.principaltype)::text = 'User'::text)) > -> Index Scan using users_pkey on users main (cost=0.00..0.33 rows=1 width=1086) (never executed) > Index Cond: (main.id = principals_1.id) > Total runtime: 0.602 ms > > cachedgroupmembers and users have the same indexes on both systems > (I'm not sure whether that's relevant). > > Both systems are Debian lenny, RT 3.8.6, Postgres 8.3. > > If anyone has any other advice about running RT 3.8 on postgres > I'd be interested too - I've added a couple of extra indexes: > > CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); > CREATE INDEX users5 ON users (LOWER(emailaddress)); > > which are missing from the default installation which have > cut down some other common slow queries (the former > is already in an RT ticket: > > http://rt3.fsck.com/Ticket/Display.html?id=13056 > > ) > > Thanks, > Dominic. > Hi Dominic, First, do you have $UseSQLForACLChecks set? I know that that is a new option and there may still be performance tuning that needs to be done to have it work well. We run RT 3.8.5 on a PostgreSQL 8.4.1 database with 25K users and about 400 privileged users and we do not see a performance problem. Would you mind posting your postgres.conf changes from the default values as well as the indexes you have defined for the tables involved. Also, what is your statistics target for your tables? Regards, Ken From dominic.hargreaves at oucs.ox.ac.uk Fri Nov 20 11:14:52 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 20 Nov 2009 16:14:52 +0000 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091120140246.GM10895@it.is.rice.edu> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120140246.GM10895@it.is.rice.edu> Message-ID: <20091120161452.GW3631@gunboat-diplomat.oucs.ox.ac.uk> On Fri, Nov 20, 2009 at 08:02:46AM -0600, Kenneth Marshall wrote: > On Fri, Nov 20, 2009 at 11:41:50AM +0000, Dominic Hargreaves wrote: > > I'm migrating from an RT 2 install to an RT 3.8 install with around > > 170 privileged users (and around 90,000 total users). > > > > I've done some initial testing with RT 3.8.6 and have observed > > that building the list of privileged users (in the "create new > > ticket" (ticket owner), "display ticket" (reminder owner) and > > "ticket search" (ticket owner) pages) takes around 20-30 seconds to run. > > > > It performs two queries which are logged by my slow query logger: [snip details] > > Both systems are Debian lenny, RT 3.8.6, Postgres 8.3. > > > > If anyone has any other advice about running RT 3.8 on postgres > > I'd be interested too - I've added a couple of extra indexes: > > > > CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); > > CREATE INDEX users5 ON users (LOWER(emailaddress)); > > > > which are missing from the default installation which have > > cut down some other common slow queries (the former > > is already in an RT ticket: > > > > http://rt3.fsck.com/Ticket/Display.html?id=13056 > > > > ) > First, do you have $UseSQLForACLChecks set? I know that that > is a new option and there may still be performance tuning that > needs to be done to have it work well. No, it's not set. That in itself we'd certainly like to use, but it introduced yet another unacceptable slowdown - something to analyse separately, probably. > We run RT 3.8.5 on a > PostgreSQL 8.4.1 database with 25K users and about 400 privileged > users and we do not see a performance problem. Would you mind > posting your postgres.conf changes from the default values as > well as the indexes you have defined for the tables involved. I've attached our postgresql.conf. The indexes we have defined are the standard ones from the 3.8.6 schemas, plus one of the two I already posted: CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); I've just noticed that this one wasn't created on the particular test instance I'm talking about, but the query in question doesn't use emailaddress, so that's probably not relevant: CREATE INDEX users5 ON users (LOWER(emailaddress)); For completeness, the indexes defined on the relevant tables are: users: "users_pkey" PRIMARY KEY, btree (id) "users1" UNIQUE, btree (name) "users3" btree (id, emailaddress) "users4" btree (emailaddress) acl: "acl_pkey" PRIMARY KEY, btree (id) "acl1" btree (rightname, objecttype, objectid, principaltype, principalid) principals: "principals_pkey" PRIMARY KEY, btree (id) "principals2" btree (objectid) cachedgroupmembers: "cachedgroupmembers_pkey" PRIMARY KEY, btree (id) "cachedgroupmembers2" btree (memberid) "cachedgroupmembers3" btree (groupid) "disgroumem" btree (groupid, memberid, disabled) groups: "groups_pkey" PRIMARY KEY, btree (id) "groups1" UNIQUE, btree (domain, instance, type, id, name) "groups2" btree (type, instance, domain) "groups3" btree (lower(domain::text), lower(type::text)) > Also, what is your statistics target for your tables? default_statistics_target = 10 and no per-table changes. I'm not familiar with tuning this; would you suggest a different value? Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- hba_file = '/etc/postgresql-instances/rt/pg_hba.conf' ident_file = '/etc/postgresql-instances/rt/pg_ident.conf' listen_addresses = [snip] port = 5432 max_connections = 100 superuser_reserved_connections = 3 unix_socket_directory = '/var/run/postgresql-instances/rt' unix_socket_group = '' unix_socket_permissions = 0777 authentication_timeout = 1min tcp_keepalives_idle = 0 tcp_keepalives_interval = 0 tcp_keepalives_count = 0 ssl = on password_encryption = on db_user_namespace = off shared_buffers = 1GB temp_buffers = 32MB max_prepared_transactions = 5 work_mem = 32MB maintenance_work_mem = 256MB max_stack_depth = 2MB max_fsm_pages = 500000 max_fsm_relations = 1000 max_files_per_process = 1000 vacuum_cost_delay = 0 bgwriter_delay = 200ms bgwriter_lru_maxpages = 100 bgwriter_lru_multiplier = 2.0 fsync = on synchronous_commit = on wal_sync_method = fdatasync full_page_writes = on wal_buffers = 64kB wal_writer_delay = 200ms commit_delay = 0 commit_siblings = 5 checkpoint_segments = 8 checkpoint_timeout = 5min checkpoint_completion_target = 0.5 checkpoint_warning = 30s archive_mode = off enable_bitmapscan = on enable_hashagg = on enable_hashjoin = on enable_indexscan = on enable_mergejoin = on enable_nestloop = on enable_seqscan = on enable_sort = on enable_tidscan = on seq_page_cost = 1.0 random_page_cost = 4.0 cpu_tuple_cost = 0.01 cpu_index_tuple_cost = 0.005 cpu_operator_cost = 0.0025 effective_cache_size = 128MB geqo = on geqo_threshold = 12 geqo_effort = 5 geqo_pool_size = 0 geqo_generations = 0 geqo_selection_bias = 2.0 default_statistics_target = 10 constraint_exclusion = off from_collapse_limit = 8 join_collapse_limit = 8 log_destination = 'stderr' logging_collector = off client_min_messages = notice log_min_messages = notice log_error_verbosity = default log_min_error_statement = error log_min_duration_statement = -1 silent_mode = off debug_print_parse = off debug_print_rewritten = off debug_print_plan = off debug_pretty_print = on log_checkpoints = on log_connections = on log_disconnections = on log_duration = off log_hostname = off log_line_prefix = '%c %l %d %u %r %v %x ' log_lock_waits = on log_statement = 'ddl' log_temp_files = 20480 log_timezone = UTC track_activities = on track_counts = on update_process_title = off log_parser_stats = off log_planner_stats = off log_executor_stats = off log_statement_stats = off autovacuum = on log_autovacuum_min_duration = 0 autovacuum_max_workers = 3 autovacuum_naptime = 1min autovacuum_vacuum_threshold = 50 autovacuum_analyze_threshold = 50 autovacuum_vacuum_scale_factor = 0.2 autovacuum_analyze_scale_factor = 0.1 autovacuum_freeze_max_age = 200000000 autovacuum_vacuum_cost_delay = 20 autovacuum_vacuum_cost_limit = -1 search_path = '"$user",public' default_tablespace = '' temp_tablespaces = '' check_function_bodies = on default_transaction_isolation = 'read committed' default_transaction_read_only = off session_replication_role = 'origin' statement_timeout = 0 vacuum_freeze_min_age = 100000000 xmlbinary = 'base64' xmloption = 'content' datestyle = 'iso, dmy' timezone = 'Europe/London' timezone_abbreviations = 'Default' extra_float_digits = 0 lc_messages = 'en_GB.UTF-8' lc_monetary = 'en_GB.UTF-8' lc_numeric = 'en_GB.UTF-8' lc_time = 'en_GB.UTF-8' default_text_search_config = 'pg_catalog.english' explain_pretty_print = on dynamic_library_path = '$libdir' local_preload_libraries = '' deadlock_timeout = 2s max_locks_per_transaction = 64 add_missing_from = off array_nulls = on backslash_quote = safe_encoding default_with_oids = off escape_string_warning = on regex_flavor = advanced sql_inheritance = on standard_conforming_strings = on synchronize_seqscans = on transform_null_equals = off custom_variable_classes = '' -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From jesse at bestpractical.com Fri Nov 20 11:16:08 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 20 Nov 2009 11:16:08 -0500 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091120161608.GF32571@bestpractical.com> > Here most of the time is spent in the hash join for: > > Hash Cond: (cachedgroupmembers_2.memberid = main.id) > What indexes do you have on cachedgroupmembers? (Also, I presume your Postgres is reasonably well tuned, autovacuumed, etc) From dominic.hargreaves at oucs.ox.ac.uk Fri Nov 20 11:27:58 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 20 Nov 2009 16:27:58 +0000 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091120161608.GF32571@bestpractical.com> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120161608.GF32571@bestpractical.com> Message-ID: <20091120162758.GX3631@gunboat-diplomat.oucs.ox.ac.uk> On Fri, Nov 20, 2009 at 11:16:08AM -0500, Jesse Vincent wrote: > What indexes do you have on cachedgroupmembers? "cachedgroupmembers_pkey" PRIMARY KEY, btree (id) "cachedgroupmembers2" btree (memberid) "cachedgroupmembers3" btree (groupid) "disgroumem" btree (groupid, memberid, disabled) "memim" btree (memberid, immediateparentid) > (Also, I presume your > Postgres is reasonably well tuned, I didn't prepare the configuration for this partcular Postgres instance and I'm not a postgres expert, but yes, I believe it's reasonably well tuned for the type of server. The postgresql.conf is attached to another message in this thread. > autovacuumed, etc) Yup, I believe so. I also did a manual VACUUM ANALYZE before running the tests. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From ktm at rice.edu Fri Nov 20 11:30:32 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 20 Nov 2009 10:30:32 -0600 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091120161452.GW3631@gunboat-diplomat.oucs.ox.ac.uk> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120140246.GM10895@it.is.rice.edu> <20091120161452.GW3631@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091120163032.GO10895@it.is.rice.edu> On Fri, Nov 20, 2009 at 04:14:52PM +0000, Dominic Hargreaves wrote: > On Fri, Nov 20, 2009 at 08:02:46AM -0600, Kenneth Marshall wrote: > > On Fri, Nov 20, 2009 at 11:41:50AM +0000, Dominic Hargreaves wrote: > > > I'm migrating from an RT 2 install to an RT 3.8 install with around > > > 170 privileged users (and around 90,000 total users). > > > > > > I've done some initial testing with RT 3.8.6 and have observed > > > that building the list of privileged users (in the "create new > > > ticket" (ticket owner), "display ticket" (reminder owner) and > > > "ticket search" (ticket owner) pages) takes around 20-30 seconds to run. > > > > > > It performs two queries which are logged by my slow query logger: > > [snip details] > > > > Both systems are Debian lenny, RT 3.8.6, Postgres 8.3. > > > > > > If anyone has any other advice about running RT 3.8 on postgres > > > I'd be interested too - I've added a couple of extra indexes: > > > > > > CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); > > > CREATE INDEX users5 ON users (LOWER(emailaddress)); > > > > > > which are missing from the default installation which have > > > cut down some other common slow queries (the former > > > is already in an RT ticket: > > > > > > http://rt3.fsck.com/Ticket/Display.html?id=13056 > > > > > > ) > > > First, do you have $UseSQLForACLChecks set? I know that that > > is a new option and there may still be performance tuning that > > needs to be done to have it work well. > > No, it's not set. That in itself we'd certainly like to use, but it > introduced yet another unacceptable slowdown - something to analyse > separately, probably. > > > We run RT 3.8.5 on a > > PostgreSQL 8.4.1 database with 25K users and about 400 privileged > > users and we do not see a performance problem. Would you mind > > posting your postgres.conf changes from the default values as > > well as the indexes you have defined for the tables involved. > > I've attached our postgresql.conf. > > The indexes we have defined are the standard ones from the 3.8.6 > schemas, plus one of the two I already posted: > > CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); > > I've just noticed that this one wasn't created on the particular test > instance I'm talking about, but the query in question doesn't use > emailaddress, so that's probably not relevant: > > CREATE INDEX users5 ON users (LOWER(emailaddress)); > > For completeness, the indexes defined on the relevant tables are: > > users: > "users_pkey" PRIMARY KEY, btree (id) > "users1" UNIQUE, btree (name) > "users3" btree (id, emailaddress) > "users4" btree (emailaddress) > > acl: > "acl_pkey" PRIMARY KEY, btree (id) > "acl1" btree (rightname, objecttype, objectid, principaltype, principalid) > > principals: > "principals_pkey" PRIMARY KEY, btree (id) > "principals2" btree (objectid) > > cachedgroupmembers: > "cachedgroupmembers_pkey" PRIMARY KEY, btree (id) > "cachedgroupmembers2" btree (memberid) > "cachedgroupmembers3" btree (groupid) > "disgroumem" btree (groupid, memberid, disabled) > > groups: > "groups_pkey" PRIMARY KEY, btree (id) > "groups1" UNIQUE, btree (domain, instance, type, id, name) > "groups2" btree (type, instance, domain) > "groups3" btree (lower(domain::text), lower(type::text)) > > > Also, what is your statistics target for your tables? > > default_statistics_target = 10 > > and no per-table changes. I'm not familiar with tuning this; would > you suggest a different value? > > Thanks, > Dominic. > > -- > Dominic Hargreaves, Systems Development and Support Team > Computing Services, University of Oxford Hi Dominic, Here are the indexes that we have that differ from your setup: "users1" UNIQUE, btree (lower(name::text)) instead of: "groups3" btree (lower(domain::text), lower(type::text)) we have: "groups2" btree (lower(type::text), lower(domain::text), instance) You also should definitely raise the statistics target to at least 100, which is the new default in 8.4. We also have the random_page_cost set to 2.0 since we are mainly memory resident. I know that the index order needs to match the query to be used, so maybe these index changes would help. Regards, Ken Content-Description: Config file for problematic RT instance database server > hba_file = '/etc/postgresql-instances/rt/pg_hba.conf' > ident_file = '/etc/postgresql-instances/rt/pg_ident.conf' > listen_addresses = [snip] > port = 5432 > max_connections = 100 > superuser_reserved_connections = 3 > unix_socket_directory = '/var/run/postgresql-instances/rt' > unix_socket_group = '' > unix_socket_permissions = 0777 > authentication_timeout = 1min > tcp_keepalives_idle = 0 > tcp_keepalives_interval = 0 > tcp_keepalives_count = 0 > ssl = on > password_encryption = on > db_user_namespace = off > shared_buffers = 1GB > temp_buffers = 32MB > max_prepared_transactions = 5 > work_mem = 32MB > maintenance_work_mem = 256MB > max_stack_depth = 2MB > max_fsm_pages = 500000 > max_fsm_relations = 1000 > max_files_per_process = 1000 > vacuum_cost_delay = 0 > bgwriter_delay = 200ms > bgwriter_lru_maxpages = 100 > bgwriter_lru_multiplier = 2.0 > fsync = on > synchronous_commit = on > wal_sync_method = fdatasync > full_page_writes = on > wal_buffers = 64kB > wal_writer_delay = 200ms > commit_delay = 0 > commit_siblings = 5 > checkpoint_segments = 8 > checkpoint_timeout = 5min > checkpoint_completion_target = 0.5 > checkpoint_warning = 30s > archive_mode = off > enable_bitmapscan = on > enable_hashagg = on > enable_hashjoin = on > enable_indexscan = on > enable_mergejoin = on > enable_nestloop = on > enable_seqscan = on > enable_sort = on > enable_tidscan = on > seq_page_cost = 1.0 > random_page_cost = 4.0 > cpu_tuple_cost = 0.01 > cpu_index_tuple_cost = 0.005 > cpu_operator_cost = 0.0025 > effective_cache_size = 128MB > geqo = on > geqo_threshold = 12 > geqo_effort = 5 > geqo_pool_size = 0 > geqo_generations = 0 > geqo_selection_bias = 2.0 > default_statistics_target = 10 > constraint_exclusion = off > from_collapse_limit = 8 > join_collapse_limit = 8 > log_destination = 'stderr' > logging_collector = off > client_min_messages = notice > log_min_messages = notice > log_error_verbosity = default > log_min_error_statement = error > log_min_duration_statement = -1 > silent_mode = off > debug_print_parse = off > debug_print_rewritten = off > debug_print_plan = off > debug_pretty_print = on > log_checkpoints = on > log_connections = on > log_disconnections = on > log_duration = off > log_hostname = off > log_line_prefix = '%c %l %d %u %r %v %x ' > log_lock_waits = on > log_statement = 'ddl' > log_temp_files = 20480 > log_timezone = UTC > track_activities = on > track_counts = on > update_process_title = off > log_parser_stats = off > log_planner_stats = off > log_executor_stats = off > log_statement_stats = off > autovacuum = on > log_autovacuum_min_duration = 0 > autovacuum_max_workers = 3 > autovacuum_naptime = 1min > autovacuum_vacuum_threshold = 50 > autovacuum_analyze_threshold = 50 > autovacuum_vacuum_scale_factor = 0.2 > autovacuum_analyze_scale_factor = 0.1 > autovacuum_freeze_max_age = 200000000 > autovacuum_vacuum_cost_delay = 20 > autovacuum_vacuum_cost_limit = -1 > search_path = '"$user",public' > default_tablespace = '' > temp_tablespaces = '' > check_function_bodies = on > default_transaction_isolation = 'read committed' > default_transaction_read_only = off > session_replication_role = 'origin' > statement_timeout = 0 > vacuum_freeze_min_age = 100000000 > xmlbinary = 'base64' > xmloption = 'content' > datestyle = 'iso, dmy' > timezone = 'Europe/London' > timezone_abbreviations = 'Default' > extra_float_digits = 0 > lc_messages = 'en_GB.UTF-8' > lc_monetary = 'en_GB.UTF-8' > lc_numeric = 'en_GB.UTF-8' > lc_time = 'en_GB.UTF-8' > default_text_search_config = 'pg_catalog.english' > explain_pretty_print = on > dynamic_library_path = '$libdir' > local_preload_libraries = '' > deadlock_timeout = 2s > max_locks_per_transaction = 64 > add_missing_from = off > array_nulls = on > backslash_quote = safe_encoding > default_with_oids = off > escape_string_warning = on > regex_flavor = advanced > sql_inheritance = on > standard_conforming_strings = on > synchronize_seqscans = on > transform_null_equals = off > custom_variable_classes = '' > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From dominic.hargreaves at oucs.ox.ac.uk Fri Nov 20 12:23:33 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 20 Nov 2009 17:23:33 +0000 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091120163032.GO10895@it.is.rice.edu> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120140246.GM10895@it.is.rice.edu> <20091120161452.GW3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120163032.GO10895@it.is.rice.edu> Message-ID: <20091120172333.GZ3631@gunboat-diplomat.oucs.ox.ac.uk> On Fri, Nov 20, 2009 at 10:30:32AM -0600, Kenneth Marshall wrote: > On Fri, Nov 20, 2009 at 04:14:52PM +0000, Dominic Hargreaves wrote: > > The indexes we have defined are the standard ones from the 3.8.6 > > schemas, plus one of the two I already posted: > > > > CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); > > > > I've just noticed that this one wasn't created on the particular test > > instance I'm talking about, but the query in question doesn't use > > emailaddress, so that's probably not relevant: > > > > CREATE INDEX users5 ON users (LOWER(emailaddress)); > > > > For completeness, the indexes defined on the relevant tables are: > > > > users: > > "users_pkey" PRIMARY KEY, btree (id) > > "users1" UNIQUE, btree (name) > > "users3" btree (id, emailaddress) > > "users4" btree (emailaddress) > > > > acl: > > "acl_pkey" PRIMARY KEY, btree (id) > > "acl1" btree (rightname, objecttype, objectid, principaltype, principalid) > > > > principals: > > "principals_pkey" PRIMARY KEY, btree (id) > > "principals2" btree (objectid) > > > > cachedgroupmembers: > > "cachedgroupmembers_pkey" PRIMARY KEY, btree (id) > > "cachedgroupmembers2" btree (memberid) > > "cachedgroupmembers3" btree (groupid) > > "disgroumem" btree (groupid, memberid, disabled) > > > > groups: > > "groups_pkey" PRIMARY KEY, btree (id) > > "groups1" UNIQUE, btree (domain, instance, type, id, name) > > "groups2" btree (type, instance, domain) > > "groups3" btree (lower(domain::text), lower(type::text)) > > > > > Also, what is your statistics target for your tables? > > > > default_statistics_target = 10 > > > > and no per-table changes. I'm not familiar with tuning this; would > > you suggest a different value? > Here are the indexes that we have that differ from your > setup: > > "users1" UNIQUE, btree (lower(name::text)) > > instead of: > > "groups3" btree (lower(domain::text), lower(type::text)) > > we have: > > "groups2" btree (lower(type::text), lower(domain::text), instance) > > You also should definitely raise the statistics target to > at least 100, which is the new default in 8.4. We also have > the random_page_cost set to 2.0 since we are mainly memory > resident. I know that the index order needs to match the > query to be used, so maybe these index changes would help. Thanks for the pointers. I'll give them a spin on Monday and report back. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From darthmarth at gmail.com Fri Nov 20 12:34:06 2009 From: darthmarth at gmail.com (darthmarth37) Date: Fri, 20 Nov 2009 11:34:06 -0600 Subject: [rt-users] Scrip to remove requestors based on group membership Message-ID: I'm trying to write a scrip that removes the requestor of a new ticket if the requestor's email address is in a specific "no-reply" group in RT (for things like Nagios messages that don't need replies), and I think I'm getting confused when trying to make it work. What I have so far (below) doesn't have any effect on new tickets. Any ideas what I'm messing up? ==Condition== my @exceptionGroups = ('no-reply'); my $principalobj = RT::Principal->new($RT::SystemUser); $principalobj->Load($self->TransactionObj->CreatorObj->Id); my $transactionType = $self->TransactionObj->Type; if ($transactionType eq 'Create') { foreach (@exceptionGroups) { my $groupobj = RT::Group->new($RT::SystemUser); $groupobj->LoadUserDefinedGroup($_); if ($groupobj->HasMemberRecursively($principalobj)) { return 1; } } } return 0; ==Action== my $principalobj = RT::Principal->new($RT::SystemUser); $principalobj->Load($self->TransactionObj->CreatorObj->Id); my ($status, $msg) = $self->TicketObj->DeleteWatcher(Type => "Requestor", PrincipalId => $principalobj); return $status; From falcone at bestpractical.com Fri Nov 20 14:26:43 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Nov 2009 14:26:43 -0500 Subject: [rt-users] LDAP with ExternalAuth, adding autocreated users to groups In-Reply-To: <4B018440.9060109@jennic.com> References: <9bbcef730911160733k45f3c0f3q778be6376c5d7b4e@mail.gmail.com> <4B018440.9060109@jennic.com> Message-ID: <20091120192643.GA80837@jibsheet.com> On Mon, Nov 16, 2009 at 04:56:32PM +0000, Mike Peachey wrote: > Ivan Voras wrote: > > Hi, > > > > I'm trying to configure RT3.8 to authenticate via LDAP - which > > apprently goes well, but the users from LDAP are autocreated in rt3 > > without some useful properties. > > > > I'd like them to: > > > > * Automatically be assigned to a specific group > > Not currently possible unless you write the extra code. Adding them all to a configured group would be about 10 lines of code stolen from RT-Extension-LDAPImport Importing your groups from AD and mirroring memberships in RT is very complicated and special and would require a ton of work -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From toml at bitstatement.net Fri Nov 20 14:51:00 2009 From: toml at bitstatement.net (Tom Lahti) Date: Fri, 20 Nov 2009 11:51:00 -0800 Subject: [rt-users] How to add attachments (not links) with a template to an outgoing mail? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7F88@w3hamboex11.ger.win.int.kn> References: <20091119140242.GB3163@easter-eggs.com> <16426EA38D57E74CB1DE5A6AE1DB0394026A7EA8@w3hamboex11.ger.win.int.kn> <4B05BBF4.90608@bitstatement.net> <16426EA38D57E74CB1DE5A6AE1DB0394026A7F88@w3hamboex11.ger.win.int.kn> Message-ID: <4B06F324.5070605@bitstatement.net> Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi Tom, > > thanks for the hint. in the mean time we found a easy way to do this ;-) > > Torsten Out of curiousity, what is that easy way, in case we ever need that here? -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From falcone at bestpractical.com Fri Nov 20 15:13:31 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 20 Nov 2009 15:13:31 -0500 Subject: [rt-users] "Update Ticket" takes too long In-Reply-To: References: <4B02CE53.1050504@lbl.gov> Message-ID: <20091120201331.GB80837@jibsheet.com> On Tue, Nov 17, 2009 at 05:20:53PM +0000, Rui Vitor Figueiras Meireles wrote: > > Thank you. I believe it was a DNS problem. > > I have a scrip to send e-mail notifications to all members of a certain group whenever a new ticket is posted in a certain queue. However, there was only 1 member in that group! > > The process of sending the e-mail was taking too long probably because the server couldn't find (immediately) the MX record of the domain. > > I corrected this and now it seems quicker. Thanks! If you're using sendmail, you should pass it the flag that says "don't send interactively" and instead have it send in the background, otherwise you have to wait through the entire smtp transaction -kevin > -----Original Message----- > From: Ken Crocker [mailto:kfcrocker at lbl.gov] > Sent: ter?a-feira, 17 de Novembro de 2009 16:25 > To: Rui Vitor Figueiras Meireles > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] "Update Ticket" takes too long > > Rui, > > It could be a lot of things. For example, you could have a loooong list > of requestors and RT is trying to notify ALL of them. Could be you have > a lot of watchers and a scrip that notify's them on everything. It takes > any application much longer to perform I/O with other systems (like > mailgate, etc.) than it does for it's own internal workings. I'd look at > the permissions you have set up and the watchers/scrips. > > Kenn > LBNL > > On 11/17/2009 2:13 AM, Rui Vitor Figueiras Meireles wrote: > > Hi. I finally have my RT installation configured and in production. > > > > For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality. > > > > Does anyone know what could be happening? 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 > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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: 195 bytes Desc: not available URL: From torsten.brumm at googlemail.com Sun Nov 22 10:02:09 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 22 Nov 2009 16:02:09 +0100 Subject: [rt-users] How to add attachments (not links) with a template to an outgoing mail? In-Reply-To: <4B06F324.5070605@bitstatement.net> References: <20091119140242.GB3163@easter-eggs.com> <16426EA38D57E74CB1DE5A6AE1DB0394026A7EA8@w3hamboex11.ger.win.int.kn> <4B05BBF4.90608@bitstatement.net> <16426EA38D57E74CB1DE5A6AE1DB0394026A7F88@w3hamboex11.ger.win.int.kn> <4B06F324.5070605@bitstatement.net> Message-ID: Hi Tom, the easy way is to sent out 2 mails, one with the needed attachmentes and the first with the ticket history. Let me explain why we needed this and why we have done it in this way: In this queue, we are talking with a customer Ticket System. We move tickets from our "normal" queue to this queue at a specific point and we need to sent the whole history and all attachments. So, we trigger OnQueueChange - here the RT-Attache-Message don't work, but we can sent all the history at this step. Now we get back from the customer system a automatic mail with their ticket number, we parse this and make sure with some scrips that from now both tickets talk about the same. after this OnCorrespond Condition, we can use the RT-Attach-Message function and we are now able to sent all the Ticket attachments also to the customer into the correct ticket. Thats it. Torsten 2009/11/20 Tom Lahti > Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > > Hi Tom, > > > > thanks for the hint. in the mean time we found a easy way to do this ;-) > > > > Torsten > > Out of curiousity, what is that easy way, in case we ever need that here? > > -- > -- > Tom Lahti, SCMDBA, LPIC-1 > BIT 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 > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From tonyjohn at hcl.in Mon Nov 23 05:20:44 2009 From: tonyjohn at hcl.in (TONY JOHN - ERS, HCL Tech) Date: Mon, 23 Nov 2009 15:50:44 +0530 Subject: [rt-users] Error on SetDue Message-ID: Hi, Please find below the Custom action clean up code for Seting DueDate based on a condition: use strict; use warnings; my $date1=$self->TicketObj->FirstCustomFieldValue('CI Valid Till'); my $date2=$self->TicketObj->FirstCustomFieldValue('Date In Gabriel'); my($mm1,$dd1,$yyyy1) = split /\//, $date1; my($mm2,$dd2,$yyyy2) = split /\//, $date2; my $duedate = $yyyy1."-".$mm1."-".$dd1." 00:00:00"; $self->TicketObj->SetDue( $duedate->ISO); return 1; Why is that the SetDue isnt working? Any help? Regards, Tony John DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From remy.berrebi at kelkoo.com Mon Nov 23 06:13:33 2009 From: remy.berrebi at kelkoo.com (berrebi) Date: Mon, 23 Nov 2009 12:13:33 +0100 Subject: [rt-users] Error on SetDue In-Reply-To: References: Message-ID: <4B0A6E5D.5030702@kelkoo.com> hi, i don't know if it can help, but i don't use the ->ISO on setDue. $self->TicketObj->SetDue($duedate); // when $duedate = "2009--11-23 00:00:00"; maybe this can help, regards, On 23/11/2009 11:20, TONY JOHN - ERS, HCL Tech wrote: > > Hi, > > Please find below the Custom action clean up code for Seting DueDate > based on a condition: > > use strict; > > use warnings; > > my $date1=$self->TicketObj->FirstCustomFieldValue('CI Valid Till'); > > my $date2=$self->TicketObj->FirstCustomFieldValue('Date In Gabriel'); > > my($mm1,$dd1,$yyyy1) = split /\//, $date1; > > my($mm2,$dd2,$yyyy2) = split /\//, $date2; > > my $duedate = $yyyy1."-".$mm1."-".$dd1." 00:00:00"; > > $self->TicketObj->SetDue( $duedate->ISO); > > return 1; > > Why is that the SetDue isnt working? Any help? > > Regards, > > Tony John > > DISCLAIMER: > ----------------------------------------------------------------------------------------------------------------------- > > The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. > It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in > this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. > Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of > this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have > received this email in error please delete it and notify the sender immediately. Before opening any mail and > attachments please check them for viruses and defect. > > ----------------------------------------------------------------------------------------------------------------------- > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mrathbone at sagonet.com Mon Nov 23 13:19:02 2009 From: mrathbone at sagonet.com (Maxwell A. Rathbone) Date: Mon, 23 Nov 2009 13:19:02 -0500 Subject: [rt-users] Speeding up CLI RT::Shredder Message-ID: <4B0AD216.6030007@sagonet.com> Hello, I'm in the same boat as many others I've seen post. We have 35k tickets in one of our queues that I'm trying to shred(shame on us for not automating this previously). I've found the web version of the Shredder to be god-awful slow. We're talking 10min+ just to shred ONE ticket. So I discovered the command-line /opt/rt3/sbin/rt-shredder utility. I was then able to shred ONE ticket in about 5 minutes. I found some optimization keys to add to the tables, which allowed me to them shred ONE ticket in about a minute. I then discovered(this really should be in the documentation!), that if you specify a timeframe with rt-shredder, you can get MUCH faster processing. I was able to get it down to 21seconds for the shredding of ONE ticket. I noticed it was spitting out warning messages each time it deletes something. I honestly do not care about the output as long as it is working as expected, so I hunted through the code and was able to disable the on-screen logging altogether. I'm now able to shred ONE ticket in about 8-10 seconds. For those who are interested in about a 50% reduction in processing time for the CLI Shredder, edit the file: /opt/rt3/lib/RT/Shredder/Rercord.pm Look for this line: $RT::Logger->warning( $msg ); Comment it so it looks like this: # $RT::Logger->warning( $msg ); a WORLD of difference from the 10 minutes per ticket I originally was getting. Now it looks like to shred the 35k might actually take a palatable amount of time. I wanted to share this useful information on the list so it is google searchable. I'm SURE others will find this helpful. BTW, the command I'm using to shred(again, documentation is kinda poor) is: ./rt-shredder --plugin "Tickets=query,((status = 'deleted' OR status = 'rejected') AND LastUpdated='2008-10-03');limit,100;with_linked,FALSE;apply_query_to_linked,FALSE" --force Max From kfcrocker at lbl.gov Mon Nov 23 14:02:30 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 23 Nov 2009 11:02:30 -0800 Subject: [rt-users] Error on SetDue In-Reply-To: References: Message-ID: <4B0ADC46.4050407@lbl.gov> Tony, We have a Custom Field called "Need-By Date" that we have the customer fill out and we use that to set the "Due Date" of the ticket when they create a ticket. It overrides the default due date timing set up for the queue. This is the code we use: # # set new values for Due Date from CF Need-by-Date # my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $cf_date = $ticket->FirstCustomFieldValue('Need-By Date'); # split up the date parts into a temporary array my @parts = split(/[\/-]/, $cf_date); # put date parts back together my $new_date = sprintf("%d-%d-%d", $parts[2], $parts[0], $parts[1]); # format new date based on RT my $duedate = RT::Date->new($RT::SystemUser); $duedate->Set(Format=>'unknown', Value=>$new_date); $ticket->SetDue($duedate->ISO); return 1; This works every time for us. Hope it helps. Kenn LBNL On 11/23/2009 2:20 AM, TONY JOHN - ERS, HCL Tech wrote: > > Hi, > > > > Please find below the Custom action clean up code for Seting DueDate > based on a condition: > > > > use strict; > > use warnings; > > my $date1=$self->TicketObj->FirstCustomFieldValue('CI Valid Till'); > > my $date2=$self->TicketObj->FirstCustomFieldValue('Date In Gabriel'); > > my($mm1,$dd1,$yyyy1) = split /\//, $date1; > > my($mm2,$dd2,$yyyy2) = split /\//, $date2; > > my $duedate = $yyyy1."-".$mm1."-".$dd1." 00:00:00"; > > $self->TicketObj->SetDue( $duedate->ISO); > > return 1; > > > > > > Why is that the SetDue isnt working? Any help? > > > > Regards, > > Tony John > > DISCLAIMER: > ----------------------------------------------------------------------------------------------------------------------- > > The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. > It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in > this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. > Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of > this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have > received this email in error please delete it and notify the sender immediately. Before opening any mail and > attachments please check them for viruses and defect. > > ----------------------------------------------------------------------------------------------------------------------- > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 torsten.brumm at googlemail.com Mon Nov 23 14:10:36 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 23 Nov 2009 20:10:36 +0100 Subject: [rt-users] Speeding up CLI RT::Shredder In-Reply-To: <4B0AD216.6030007@sagonet.com> References: <4B0AD216.6030007@sagonet.com> Message-ID: Oha, this sounds really useful. Any comment from ruslan if this is save? I have to shred several houndret thousend tickets from 2002-2007 and we need also around 2 minutes per ticket, will try it out tomorrow! Thanks for sharing this Torsten 2009/11/23 Maxwell A. Rathbone > Hello, > > I'm in the same boat as many others I've seen post. We have 35k tickets > in one of our queues that I'm trying to shred(shame on us for not > automating this previously). I've found the web version of the Shredder > to be god-awful slow. We're talking 10min+ just to shred ONE ticket. So > I discovered the command-line /opt/rt3/sbin/rt-shredder utility. I was > then able to shred ONE ticket in about 5 minutes. I found some > optimization keys to add to the tables, which allowed me to them shred > ONE ticket in about a minute. I then discovered(this really should be in > the documentation!), that if you specify a timeframe with rt-shredder, > you can get MUCH faster processing. I was able to get it down to > 21seconds for the shredding of ONE ticket. > > I noticed it was spitting out warning messages each time it deletes > something. I honestly do not care about the output as long as it is > working as expected, so I hunted through the code and was able to > disable the on-screen logging altogether. I'm now able to shred ONE > ticket in about 8-10 seconds. > > For those who are interested in about a 50% reduction in processing time > for the CLI Shredder, edit the file: > /opt/rt3/lib/RT/Shredder/Rercord.pm > > Look for this line: > $RT::Logger->warning( $msg ); > > Comment it so it looks like this: > # $RT::Logger->warning( $msg ); > > a WORLD of difference from the 10 minutes per ticket I originally was > getting. Now it looks like to shred the 35k might actually take a > palatable amount of time. > > I wanted to share this useful information on the list so it is google > searchable. I'm SURE others will find this helpful. > > BTW, the command I'm using to shred(again, documentation is kinda poor) is: > ./rt-shredder --plugin "Tickets=query,((status = 'deleted' OR status = > 'rejected') AND > > LastUpdated='2008-10-03');limit,100;with_linked,FALSE;apply_query_to_linked,FALSE" > --force > > Max > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From mrathbone at sagonet.com Mon Nov 23 14:16:48 2009 From: mrathbone at sagonet.com (Maxwell A. Rathbone) Date: Mon, 23 Nov 2009 14:16:48 -0500 Subject: [rt-users] Speeding up CLI RT::Shredder In-Reply-To: References: <4B0AD216.6030007@sagonet.com> Message-ID: <4B0ADFA0.9030509@sagonet.com> I noticed a typo in probably the most important line in my message. The filename is actually: /opt/rt3/lib/RT/Shredder/Record.pm The line that I suggest to comment out, calls RT's built in Logger() function that basically just writes information either to the log or to the screen. As with anytime you modify defaults, I make no claims other than what it had for me. :) I'm actually seeing slightly better than 50% improvement with that line disabled/commented out. I hope others are able to confirm similar experiences. Look forward to reading about it. Max Torsten Brumm wrote: > Oha, this sounds really useful. Any comment from ruslan if this is save? > > I have to shred several houndret thousend tickets from 2002-2007 and > we need also around 2 minutes per ticket, will try it out tomorrow! > > Thanks for sharing this > > Torsten > > 2009/11/23 Maxwell A. Rathbone > > > Hello, > > I'm in the same boat as many others I've seen post. We have 35k > tickets > in one of our queues that I'm trying to shred(shame on us for not > automating this previously). I've found the web version of the > Shredder > to be god-awful slow. We're talking 10min+ just to shred ONE > ticket. So > I discovered the command-line /opt/rt3/sbin/rt-shredder utility. I was > then able to shred ONE ticket in about 5 minutes. I found some > optimization keys to add to the tables, which allowed me to them shred > ONE ticket in about a minute. I then discovered(this really should > be in > the documentation!), that if you specify a timeframe with rt-shredder, > you can get MUCH faster processing. I was able to get it down to > 21seconds for the shredding of ONE ticket. > > I noticed it was spitting out warning messages each time it deletes > something. I honestly do not care about the output as long as it is > working as expected, so I hunted through the code and was able to > disable the on-screen logging altogether. I'm now able to shred ONE > ticket in about 8-10 seconds. > > For those who are interested in about a 50% reduction in > processing time > for the CLI Shredder, edit the file: > /opt/rt3/lib/RT/Shredder/Rercord.pm > > Look for this line: > $RT::Logger->warning( $msg ); > > Comment it so it looks like this: > # $RT::Logger->warning( $msg ); > > a WORLD of difference from the 10 minutes per ticket I originally was > getting. Now it looks like to shred the 35k might actually take a > palatable amount of time. > > I wanted to share this useful information on the list so it is google > searchable. I'm SURE others will find this helpful. > > BTW, the command I'm using to shred(again, documentation is kinda > poor) is: > ./rt-shredder --plugin "Tickets=query,((status = 'deleted' OR status = > 'rejected') AND > LastUpdated='2008-10-03');limit,100;with_linked,FALSE;apply_query_to_linked,FALSE" > --force > > Max > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Mon Nov 23 14:31:47 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 23 Nov 2009 20:31:47 +0100 Subject: [rt-users] Scrip to remove requestors based on group membership In-Reply-To: References: Message-ID: Hi, have a look onto your code: 1. Condition: ==Condition== my @exceptionGroups = ('no-reply'); my $principalobj = RT::Principal->new($RT:: SystemUser); $principalobj->Load($self->TransactionObj->CreatorObj->Id); my $transactionType = $self->TransactionObj->Type; if ($transactionType eq 'Create') { foreach (@exceptionGroups) { my $groupobj = RT::Group->new($RT::SystemUser); $groupobj->LoadUserDefinedGroup($_); if ($groupobj->HasMemberRecursively($principalobj)) { return 1; } } } return 0; I think, if you use the default condition (OnCreate) and do the rest inside a userdefined action, this will work. Torsten 2009/11/20 darthmarth37 > I'm trying to write a scrip that removes the requestor of a new ticket > if the requestor's email address is in a specific "no-reply" group in > RT (for things like Nagios messages that don't need replies), and I > think I'm getting confused when trying to make it work. What I have > so far (below) doesn't have any effect on new tickets. Any ideas what > I'm messing up? > > ==Condition== > my @exceptionGroups = ('no-reply'); > > my $principalobj = RT::Principal->new($RT::SystemUser); > $principalobj->Load($self->TransactionObj->CreatorObj->Id); > > my $transactionType = $self->TransactionObj->Type; > if ($transactionType eq 'Create') { > foreach (@exceptionGroups) { > my $groupobj = RT::Group->new($RT::SystemUser); > $groupobj->LoadUserDefinedGroup($_); > if ($groupobj->HasMemberRecursively($principalobj)) { > return 1; > } > } > } > return 0; > > ==Action== > my $principalobj = RT::Principal->new($RT::SystemUser); > $principalobj->Load($self->TransactionObj->CreatorObj->Id); > > my ($status, $msg) = $self->TicketObj->DeleteWatcher(Type => > "Requestor", PrincipalId => $principalobj); > return $status; > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Mon Nov 23 14:44:18 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 23 Nov 2009 20:44:18 +0100 Subject: [rt-users] Backup a queue question In-Reply-To: References: Message-ID: Have a look onto RTx-Shredder at cpan, this will help you! Torsten 2009/11/9 PF > I need to backup everything in 2 queues but nothing else. I'm a database > ...... well I'm poor at it. I've looked through > site:bestpractical.com (keywords) > but not really found anything on single queues. > Is this possible? > > If not I can take a full dump and delete all the queues but need assurances > that the queues and tickets I delete are purged. > > Thanks for you 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 > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From cassandra at bestpractical.com Thu Nov 19 17:31:25 2009 From: cassandra at bestpractical.com (Cassandra Phillips-Sears) Date: Thu, 19 Nov 2009 17:31:25 -0500 Subject: [rt-users] [Rt-announce] 2010 RT Training Sessions Message-ID: <1308411E-8401-4D54-9E22-F404672F8697@bestpractical.com> Best Practical Solutions provides unparalleled instruction in how to get the most out of RT. We've been teaching users and administrators how to get the most out of RT since 2001. Since 2003, we've offered intensive one-day RT administrator training sessions to the general public. 2010 will bring four different training sessions for RT, with training split across two days. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, workflows and configurability. We'll touch on basic administration, but concentrate largely on helping you and your team get the most out of your RT instance. The second day of training picks up with basic RT administration and covers everything from point-and-click configuration to installation of RT, development best practices and database tuning. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. A spot at either day costs $995 USD for US Training / 695 EUR for European Training. You can save 25% if you attend both days of training. That's just $1495 USD / 1042.50 EUR! If you reserve before January 20th for the San Francisco session, February 15th for the Dublin session, March 5th for the Boston session, or September 20th for the Washington DC session, you can save an additional 20% by mentioning the discount code ANNOUNCE10. If you buy online, we'll automatically apply the discount. Each class includes a morning snack, coffee/tea, and an afternoon snack, as well as all training materials. Day 1 - RT User Training This intensive day-long tutorial about RT starts with basic day-to-day use and continues with detailed training about advanced RT features including saved searches, dashboards, data analysis and options for automating your workflow. This session will cover: * The purpose and general use of RT * New features in RT 3.8 * Saved Searches and customizing searches * RT's Dashboards feature * Customizing RT's workflow to match your own * Automating common procedures * How to make simple custom reports based on RT's data * A short intro to RTFM, the RT FAQ Manager * General Q&A Session Day 2 - RT Administration and Development This intensive day-long session aimed at RT administrators and developers covers everything from installation to backups, interface and backend customizations. You'll learn how to customize RT to meet your organization's unique needs and how to make sure that RT stays fast, reliable and flexible. This session will cover: * New features in RT 3.8 RT's system architecture * A guided tour of the RT source code * Extension mechanisms you can use to customize RT * RT Installation, including the basics of Configuration * Examples of how to optimize RT for your organization * How to tie RT into your existing authentication infrastructure * Building your own tools that talk to the RT backend * Customizing RT's workflow to match your own * Automating common procedures * How to write custom reports based on RT's data * Custom coding, modifications, and callback creation * A brief preview of RT4 * General Q&A Session These sessions will be offered in: San Francisco, CA, USA - February 22 & 23 2010 Dublin, Ireland - March 15 & 16 2010 Boston, MA, USA - April 5 & 6 2010 Washington DC, USA - Oct 25 & 26 2010 If you can't make it to these cities, please drop us a line to request a public training in your area. We haven't yet scheduled training for 2011; your feedback will help us decide where to offer additional sessions. Private Training We also offer private training sessions tailored to your organization's needs. For more information about on-site training for your organization, please drop us a line at training at bestpractical.com. Reservations We like to keep class sizes relatively intimate. Please register soon or we may not be able to guarantee you a seat. When you register, please tell us which date(s) you are registering for, and whether you'd like to register for the whole training session or for only a single day. If you'd like to pay via credit card, please visit Best Practical's online store at https://shop.bestpractical.com/ If you'd prefer to reserve a seat and have us bill you, please write to us at training at bestpractical.com. Be sure to include the full names and email addresses of all attendees you'd like to register for training. -- Cassandra Phillips-Sears cassandra at bestpractical.com Office Manager Best Practical Solutions, LLC http://www.bestpractical.com _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From gordon at cryologic.com Mon Nov 23 18:01:10 2009 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 24 Nov 2009 10:01:10 +1100 Subject: [rt-users] Tracking changes to queue structure Message-ID: <4B0B1436.9010508@cryologic.com> RT provides an excellent history log of all activities relating to a ticket. This provides an unchangeable record which auditors love when reviewing tickets. However we occasionally make changes to a queue such as adding a new custom field. This does not get filled in for historical tickets (too many) only new ones. When reviewing the old tickets auditors ask why the fields were not filled in correctly. We handle this by keeping a separate log of changes we make to queues and when they were made. My question is: does anyone else keep track of the changes they make to queues, and if so, how do you do it? Is there any way to do this within RT - I would love to do so but have no idea where to begin. thanks Gordon From kfcrocker at lbl.gov Mon Nov 23 18:18:42 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 23 Nov 2009 15:18:42 -0800 Subject: [rt-users] Tracking changes to queue structure In-Reply-To: <4B0B1436.9010508@cryologic.com> References: <4B0B1436.9010508@cryologic.com> Message-ID: <4B0B1852.2080704@lbl.gov> Gordon, RT has a "Bulk Update" feature which would allow you to add whatever value to specific Custom Fields on tickets in specific Queues as well as add comments to specific tickets in a queue. By specific, I mean whatever criteria you use for "selecting" the ticket you want to update. Kenn LBNL On 11/23/2009 3:01 PM, gordon at cryologic.com wrote: > RT provides an excellent history log of all activities relating to a > ticket. This provides an unchangeable record which auditors love when > reviewing tickets. > > However we occasionally make changes to a queue such as adding a new > custom field. This does not get filled in for historical tickets (too > many) only new ones. When reviewing the old tickets auditors ask why the > fields were not filled in correctly. > > We handle this by keeping a separate log of changes we make to queues > and when they were made. > > My question is: does anyone else keep track of the changes they make to > queues, and if so, how do you do it? Is there any way to do this within > RT - I would love to do so but have no idea where to begin. > > 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 > > From ravi-lists at g8o.net Mon Nov 23 18:32:21 2009 From: ravi-lists at g8o.net ( ravi ) Date: Mon, 23 Nov 2009 18:32:21 -0500 Subject: [rt-users] RT installed in a subdirectory (without a RT specific virtual host) Message-ID: <7379D8ED-271B-460D-B151-9A70C443B654@g8o.net> Hello all, this question appears in the archive but the suggested answer does not quite work; I am hoping some of you will be able to suggest solutions. My problem is that I am trying to install RT on an existing web server (Apache 2.x with mod_perl2 on Ubuntu8), in a sub-directory. I went through the configure/install steps, installing RT into /tools/pkgs/ rt-3.8.6. Now in trying to configure the web interface I hit various snags. Say my site is "http://example.com" and I want RT to be at "http://example.com/rt ". I configured RT_SiteConfig and set WebPath to "/rt". I changed /etc/ apache2/sites-enabled/000-default and added: Alias /rt "/tools/pkg/rt/share/html" SetHandler perl-script PerlHandler RT::Mason (where /tools/pkg/rt is a symlink to /tools/pkg/rt-3.8.6) The problem now is that I have to add: PerlRequire /tools/pkg/rt/bin/webmux.pl and according to some docs, also: PerlModule Apache::DBI These directives are permitted only at the global or server context, so given my sub-directory based RT setup (rather than a RT dedicated virtualhost) I have to add them to the top/global configuration. Or is there a way around? When I do add these to the global config, I still get errors: Can't locate /tools/pkg/rt/bin/webmux.pl in @INC (@INC contains: / tools/pkgs/rt/bin /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/ perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/ share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) Apache/mod_perl config seems to restrict loading of PerlRequires from only @INC. I have started reading through the mod_perl docs to find out how to relax this, especially for an absolute path as above for webmux.pl. But perhaps someone here knows the way to fix this already? I would greatly appreciate any solutions or pointers to solutions for both issues above. Regards, --ravi From gordon at cryologic.com Mon Nov 23 18:35:31 2009 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 24 Nov 2009 10:35:31 +1100 Subject: [rt-users] Tracking changes to queue structure In-Reply-To: <4B0B1852.2080704@lbl.gov> References: <4B0B1436.9010508@cryologic.com> <4B0B1852.2080704@lbl.gov> Message-ID: <4B0B1C43.9030500@cryologic.com> Thanks Ken, I use this feature for some fields but others require information specific to a ticket (eg description of product design change). Also, reviewers of historical tickets can still ask the question: "why wasn't the field filled in when the ticket was active?" Gordon Ken Crocker wrote: > Gordon, > > RT has a "Bulk Update" feature which would allow you to add whatever > value to specific Custom Fields on tickets in specific Queues as well as > add comments to specific tickets in a queue. By specific, I mean > whatever criteria you use for "selecting" the ticket you want to update. > > Kenn > LBNL > > On 11/23/2009 3:01 PM, gordon at cryologic.com wrote: >> RT provides an excellent history log of all activities relating to a >> ticket. This provides an unchangeable record which auditors love when >> reviewing tickets. >> >> However we occasionally make changes to a queue such as adding a new >> custom field. This does not get filled in for historical tickets (too >> many) only new ones. When reviewing the old tickets auditors ask why the >> fields were not filled in correctly. >> >> We handle this by keeping a separate log of changes we make to queues >> and when they were made. >> >> My question is: does anyone else keep track of the changes they make to >> queues, and if so, how do you do it? Is there any way to do this within >> RT - I would love to do so but have no idea where to begin. >> >> thanks >> Gordon From change+lists.rt at nightwind.net Mon Nov 23 18:46:13 2009 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Mon, 23 Nov 2009 15:46:13 -0800 Subject: [rt-users] Tracking changes to queue structure In-Reply-To: <4B0B1C43.9030500@cryologic.com> References: <4B0B1436.9010508@cryologic.com> <4B0B1852.2080704@lbl.gov> <4B0B1C43.9030500@cryologic.com> Message-ID: <1259019973.17494.1346708597@webmail.messagingengine.com> On Tue, 24 Nov 2009 10:35:31 +1100, gordon at cryologic.com said: > I use this feature for some fields but others require information > specific to a ticket (eg description of product design change). Also, > reviewers of historical tickets can still ask the question: "why wasn't > the field filled in when the ticket was active?" I would do this: 1) Create the new custom field, and add any selection values to it that you'll need (if it's not a fill-in-the-blank type CF) 2) Also add a selection value of "Field not available at time of ticket creation" 3) Using Bulk Update, set that CF value to "Field not available at time of ticket creation" for all existing tickets 4) Go back to the custom field settings, delete the value "Field not available at time of ticket creation" as an option 5) Explain to the auditors that new fields are added every so often, and explain the procedure you went through to set that value, emphasizing that by removing that particular value as an option, users are unable to set any new ticket custom field to that value. That should hopefully be sufficient to satisfy everyone... From gordon at cryologic.com Mon Nov 23 18:56:37 2009 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 24 Nov 2009 10:56:37 +1100 Subject: [rt-users] Tracking changes to queue structure In-Reply-To: <1259019973.17494.1346708597@webmail.messagingengine.com> References: <4B0B1436.9010508@cryologic.com> <4B0B1852.2080704@lbl.gov> <4B0B1C43.9030500@cryologic.com> <1259019973.17494.1346708597@webmail.messagingengine.com> Message-ID: <4B0B2135.2060208@cryologic.com> Nice idea, I like it! thanks Gordon Nick Kartsioukas wrote: > On Tue, 24 Nov 2009 10:35:31 +1100, gordon at cryologic.com said: >> I use this feature for some fields but others require information >> specific to a ticket (eg description of product design change). Also, >> reviewers of historical tickets can still ask the question: "why wasn't >> the field filled in when the ticket was active?" > > I would do this: > 1) Create the new custom field, and add any selection values to it that > you'll need (if it's not a fill-in-the-blank type CF) > 2) Also add a selection value of "Field not available at time of ticket > creation" > 3) Using Bulk Update, set that CF value to "Field not available at time > of ticket creation" for all existing tickets > 4) Go back to the custom field settings, delete the value "Field not > available at time of ticket creation" as an option > 5) Explain to the auditors that new fields are added every so often, and > explain the procedure you went through to set that value, emphasizing > that by removing that particular value as an option, users are unable to > set any new ticket custom field to that value. > > That should hopefully be sufficient to satisfy everyone... > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From todd at chaka.net Mon Nov 23 22:33:16 2009 From: todd at chaka.net (Todd Chapman) Date: Mon, 23 Nov 2009 22:33:16 -0500 Subject: [rt-users] Is SQLite no longer supported? Message-ID: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> I just checked RT out of git and ran: ./configure --enable-layout=inplace --with-my-user-group --with-db-typ=SQLite But the database type is set to 'mysql' in RT_Config.pm. What gives? The schema.SQLite file still exists. From jesse at bestpractical.com Mon Nov 23 22:35:37 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 23 Nov 2009 22:35:37 -0500 Subject: [rt-users] Is SQLite no longer supported? In-Reply-To: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> Message-ID: <20091124033536.GI9333@bestpractical.com> On Mon, Nov 23, 2009 at 10:33:16PM -0500, Todd Chapman wrote: > I just checked RT out of git and ran: > > ./configure --enable-layout=inplace --with-my-user-group --with-db-typ=SQLite It helps if you don't misspell '--with-db-type' > > But the database type is set to 'mysql' in RT_Config.pm. > > What gives? The schema.SQLite file still exists. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From todd at chaka.net Mon Nov 23 22:37:16 2009 From: todd at chaka.net (Todd Chapman) Date: Mon, 23 Nov 2009 22:37:16 -0500 Subject: [rt-users] Is SQLite no longer supported? In-Reply-To: <20091124033536.GI9333@bestpractical.com> References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> <20091124033536.GI9333@bestpractical.com> Message-ID: <519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com> On Mon, Nov 23, 2009 at 10:35 PM, Jesse Vincent wrote: > > > > On Mon, Nov 23, 2009 at 10:33:16PM -0500, Todd Chapman wrote: >> I just checked RT out of git and ran: >> >> ./configure --enable-layout=inplace --with-my-user-group --with-db-typ=SQLite > > It helps if you don't misspell '--with-db-type' > Crap. Thanks Jesse! > >> >> But the database type is set to 'mysql' in RT_Config.pm. >> >> What gives? The schema.SQLite file still exists. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales 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 Nov 23 23:51:46 2009 From: jarends at illinois.edu (Arends, John) Date: Mon, 23 Nov 2009 22:51:46 -0600 Subject: [rt-users] Database upgrade failing 3.8.4 to 3.8.6 Message-ID: When upgrading from 3.8.4 to 3.8.6 I'm getting this error when running bin/rt-setup-database --dba rt_user --prompt-for-dba-password --action upgrade [Tue Nov 24 04:23:47 2009] [crit]: Can't locate RT/FM.pm in @INC (@INC contains: /root/rt-3.8.6/sbin/../local/lib /root/rt-3.8.6/sbin/../lib / usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/ site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/ 5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/ lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi / usr/lib/perl5/5.8.8 .) at /root/rt-3.8.6/sbin/../lib/RT.pm line 627, line 4. (/root/rt-3.8.6/sbin/../lib/RT.pm:377) Can't locate RT/FM.pm in @INC (@INC contains: /root/rt-3.8.6/sbin/../ local/lib /root/rt-3.8.6/sbin/../lib /usr/lib/perl5/site_perl/5.8.8/ i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/ site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi / usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/ perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /root/ rt-3.8.6/sbin/../lib/RT.pm line 627, line 4. I have an RT test system that is configured the same as this machine and the database upgrade went fine. I'm making sure to do this inside the rt-3.8.6 directory, and not in / opt/rt3 since /opt/rt3 does not have the necessary upgrade files inside etc. Any ideas? From Umashankar.Pandurangan at ip-soft.net Tue Nov 24 02:31:39 2009 From: Umashankar.Pandurangan at ip-soft.net (Umasankar Pandurangan) Date: Tue, 24 Nov 2009 13:01:39 +0530 Subject: [rt-users] QuickSearch Too Slow - rt-3.6.0 Message-ID: <20F44C9FE5C33F4F94F2F64F88ED1DA98DB1B7EB84@blr-exmb-01.ip-soft.net> Hi, I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on a Pentium server with 1GB of RAM. This RT instance is hosting two business applications and there are close to 1200 queues on it. I am facing an issue with the "QuickSearch" widget on the RT web interface. It was too slow to load causing user login delays and sometimes it doesn't load at all. So I removed it from the "RT at a glance" page and made it available under a custom section I created on the left side menu. This addressed the login slowness issue much to the delight of most of the end users. However, some users who tend to use "QuickSearch" actively for getting an overview of ticket statistics on queues relevant to them complain that "QuickSearch is too slow" ;-) I am looking for some ways to quicken up (and to justify the nomenclature to the end users :) ) this widget. Any ideas/suggestions would be appreciated. Thanks. PS: I did a search in wiki and lists but didn't find a case matching the problem I am facing. That's why I am writing to this list. Regards, Umasankar P -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue Nov 24 02:52:05 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 24 Nov 2009 08:52:05 +0100 Subject: [rt-users] QuickSearch Too Slow - rt-3.6.0 In-Reply-To: <20F44C9FE5C33F4F94F2F64F88ED1DA98DB1B7EB84@blr-exmb-01.ip-soft.net> References: <20F44C9FE5C33F4F94F2F64F88ED1DA98DB1B7EB84@blr-exmb-01.ip-soft.net> Message-ID: <20091124075204.GJ17292@easter-eggs.com> On Tue, Nov 24, 2009 at 01:01:39PM +0530, Umasankar Pandurangan wrote: > Hi, > > I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end > database on a Pentium server with 1GB of RAM. This RT instance is > hosting two business applications and there are close to 1200 queues > on it. > > I am facing an issue with the "QuickSearch" widget on the RT web > interface. It was too slow to load causing user login delays and > sometimes it doesn't load at all. So I removed it from the "RT at a > glance" page and made it available under a custom section I created on > the left side menu. This addressed the login slowness issue much to > the delight of most of the end users. However, some users who tend to > use "QuickSearch" actively for getting an overview of ticket > statistics on queues relevant to them complain that "QuickSearch is > too slow" ;-) > > I am looking for some ways to quicken up (and to justify the > nomenclature to the end users :) ) this widget. Any ideas/suggestions > would be appreciated. > > Thanks. > > PS: I did a search in wiki and lists but didn't find a case matching > the problem I am facing. That's why I am writing to this list. > Look here: http://www.gossamer-threads.com/lists/rt/users/75763?search_string=quicksearch%20slow;#75763 From tonyjohn at hcl.in Tue Nov 24 03:49:04 2009 From: tonyjohn at hcl.in (TONY JOHN - ERS, HCL Tech) Date: Tue, 24 Nov 2009 14:19:04 +0530 Subject: [rt-users] rt-crontool error Message-ID: Hi, I am trying to run rt-crontool but fails to set the priority value. The coomand promt error is given below: [root at localhost sbin]# rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg CI new --condition RT::Condition::UntouchedInHours --condition-arg 4 --action RT::Action::SetPriority --action-arg 5 --verbose [Tue Nov 24 08:47:50 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) [Tue Nov 24 08:47:50 2009] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm line 261. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm:261) [root at localhost sbin]# Any help? Regards, Tony john DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Tue Nov 24 04:56:12 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 24 Nov 2009 10:56:12 +0100 Subject: [rt-users] rt-crontool error In-Reply-To: References: Message-ID: Have you installed GraphViz from CPAN`? 2009/11/24 TONY JOHN - ERS, HCL Tech > Hi, > > I am trying to run rt-crontool but fails to set the priority value. > > The coomand promt error is given below: > > > > [root at localhost sbin]# rt-crontool --search > RT::Search::ActiveTicketsInQueue --search-arg CI new --condition > RT::Condition::UntouchedInHours --condition-arg 4 --action > RT::Action::SetPriority --action-arg 5 --verbose > > [Tue Nov 24 08:47:50 2009] [debug]: You've enabled GraphViz, but we > couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: > /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib > /usr/lib/perl5/vendor_perl/5.10.0 > /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) > > [Tue Nov 24 08:47:50 2009] [warning]: Use of uninitialized value in > concatenation (.) or string at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm line 261. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm:261) > > [root at localhost sbin]# > > > > Any help? > > > > Regards, > > Tony john > > > > DISCLAIMER: > ----------------------------------------------------------------------------------------------------------------------- > > The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. > It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in > this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. > Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of > this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have > received this email in error please delete it and notify the sender immediately. Before opening any mail and > attachments please check them for viruses and defect. > > ----------------------------------------------------------------------------------------------------------------------- > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From tonyjohn at hcl.in Tue Nov 24 05:01:02 2009 From: tonyjohn at hcl.in (TONY JOHN - ERS, HCL Tech) Date: Tue, 24 Nov 2009 15:31:02 +0530 Subject: [rt-users] rt-crontool error In-Reply-To: References: Message-ID: Hi , Now I'm getting a different error: [root at localhost sbin]# rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg CI new --condition RT::Condition::UntouchedInHours --condition-arg 4 --action RT::Action::SetPriority --action-arg 5 --verbose [Tue Nov 24 09:59:59 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) [Tue Nov 24 09:59:59 2009] [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. ) at /usr/sbin/rt-crontool line 256. (/usr/lib/perl5/vendor_perl/5.10.0/RT.pm:377) Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. ) at /usr/sbin/rt-crontool line 256. [root at localhost sbin]# Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Tuesday, November 24, 2009 3:26 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-crontool error Have you installed GraphViz from CPAN`? 2009/11/24 TONY JOHN - ERS, HCL Tech > Hi, I am trying to run rt-crontool but fails to set the priority value. The coomand promt error is given below: [root at localhost sbin]# rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg CI new --condition RT::Condition::UntouchedInHours --condition-arg 4 --action RT::Action::SetPriority --action-arg 5 --verbose [Tue Nov 24 08:47:50 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) [Tue Nov 24 08:47:50 2009] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm line 261. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm:261) [root at localhost sbin]# Any help? Regards, Tony john DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From tonyjohn at hcl.in Tue Nov 24 05:07:30 2009 From: tonyjohn at hcl.in (TONY JOHN - ERS, HCL Tech) Date: Tue, 24 Nov 2009 15:37:30 +0530 Subject: [rt-users] rt-crontool error References: Message-ID: Hi, PFA UntouchedInHours.pm Regards, Tony ________________________________ From: TONY JOHN - ERS, HCL Tech Sent: Tuesday, November 24, 2009 3:31 PM To: 'Torsten Brumm' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] rt-crontool error Hi , Now I'm getting a different error: [root at localhost sbin]# rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg CI new --condition RT::Condition::UntouchedInHours --condition-arg 4 --action RT::Action::SetPriority --action-arg 5 --verbose [Tue Nov 24 09:59:59 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) [Tue Nov 24 09:59:59 2009] [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. ) at /usr/sbin/rt-crontool line 256. (/usr/lib/perl5/vendor_perl/5.10.0/RT.pm:377) Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. ) at /usr/sbin/rt-crontool line 256. [root at localhost sbin]# Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Tuesday, November 24, 2009 3:26 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-crontool error Have you installed GraphViz from CPAN`? 2009/11/24 TONY JOHN - ERS, HCL Tech > Hi, I am trying to run rt-crontool but fails to set the priority value. The coomand promt error is given below: [root at localhost sbin]# rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg CI new --condition RT::Condition::UntouchedInHours --condition-arg 4 --action RT::Action::SetPriority --action-arg 5 --verbose [Tue Nov 24 08:47:50 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) [Tue Nov 24 08:47:50 2009] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm line 261. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm:261) [root at localhost sbin]# Any help? Regards, Tony john DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... 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Name: UntouchedInHours.pm Type: application/octet-stream Size: 439 bytes Desc: UntouchedInHours.pm URL: From torsten.brumm at googlemail.com Tue Nov 24 05:24:12 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 24 Nov 2009 11:24:12 +0100 Subject: [rt-users] rt-crontool error In-Reply-To: References: Message-ID: Looks like you copied not all needed information from wiki into the UntouchedInHours.pm: Yours: package RT::Condition::UntouchedInHours; require RT::Condition::Generic; use RT::Date; @ISA = qw(RT::Condition::Generic); use strict; use vars qw/@ISA/; sub IsApplicable { my $self = shift; if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= $self->Argument and $self->TicketObj->Owner==6) { return 1 } else { return 0; } } 1; Wiki (you used the alternate version) package RT::Condition::UntouchedInHours; require RT::Condition::Generic; use RT::Date; @ISA = qw(RT::Condition::Generic); use strict; use vars qw/@ISA/; sub IsApplicable { my $self = shift; if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= $self->Argument) { return 1 } else { return 0; } } # The following could be omitted. They're there to allow overrides from Vendor and Local # but as this isn't a core module, they're just there for completeness :) eval "require RT::Condition::UntouchedInHours_Vendor"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Vendor.pm}); eval "require RT::Condition::UntouchedInHours_Local"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Local.pm}); 1; 2009/11/24 TONY JOHN - ERS, HCL Tech > > > Hi, > > > > PFA UntouchedInHours.pm > > > > Regards, > > Tony > ------------------------------ > > *From:* TONY JOHN - ERS, HCL Tech > *Sent:* Tuesday, November 24, 2009 3:31 PM > *To:* 'Torsten Brumm' > > *Cc:* rt-users at lists.bestpractical.com > *Subject:* RE: [rt-users] rt-crontool error > > > > Hi , > > > > Now I?m getting a different error: > > [root at localhost sbin]# rt-crontool --search > RT::Search::ActiveTicketsInQueue --search-arg CI new --condition > RT::Condition::UntouchedInHours --condition-arg 4 --action > RT::Action::SetPriority --action-arg 5 --verbose > > [Tue Nov 24 09:59:59 2009] [debug]: You've enabled GraphViz, but we > couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: > /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib > /usr/lib/perl5/vendor_perl/5.10.0 > /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) > > [Tue Nov 24 09:59:59 2009] [crit]: Failed to load module > RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC > (@INC contains: /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib > /usr/lib/perl5/vendor_perl/5.10.0 > /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. > > ) at /usr/sbin/rt-crontool line 256. > (/usr/lib/perl5/vendor_perl/5.10.0/RT.pm:377) > > Failed to load module RT::Condition::UntouchedInHours. (Can't locate > RT/I18N/en_us.pm in @INC (@INC contains: /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib > /usr/lib/perl5/vendor_perl/5.10.0 > /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. > > ) at /usr/sbin/rt-crontool line 256. > > [root at localhost sbin]# > > > > Regards, > > Tony > ------------------------------ > > *From:* Torsten Brumm [mailto:torsten.brumm at googlemail.com] > *Sent:* Tuesday, November 24, 2009 3:26 PM > *To:* TONY JOHN - ERS, HCL Tech > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] rt-crontool error > > > > Have you installed GraphViz from CPAN`? > > 2009/11/24 TONY JOHN - ERS, HCL Tech > > Hi, > > I am trying to run rt-crontool but fails to set the priority value. > > The coomand promt error is given below: > > > > [root at localhost sbin]# rt-crontool --search > RT::Search::ActiveTicketsInQueue --search-arg CI new --condition > RT::Condition::UntouchedInHours --condition-arg 4 --action > RT::Action::SetPriority --action-arg 5 --verbose > > [Tue Nov 24 08:47:50 2009] [debug]: You've enabled GraphViz, but we > couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: > /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib > /usr/lib/perl5/vendor_perl/5.10.0 > /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) > > [Tue Nov 24 08:47:50 2009] [warning]: Use of uninitialized value in > concatenation (.) or string at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm line 261. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm:261) > > [root at localhost sbin]# > > > > Any help? > > > > Regards, > > Tony john > > > > DISCLAIMER: > > ----------------------------------------------------------------------------------------------------------------------- > > > > The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. > > It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in > > this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. > > Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of > > this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have > > received this email in error please delete it and notify the sender immediately. Before opening any mail and > > attachments please check them for viruses and defect. > > > > ----------------------------------------------------------------------------------------------------------------------- > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From tonyjohn at hcl.in Tue Nov 24 05:43:31 2009 From: tonyjohn at hcl.in (TONY JOHN - ERS, HCL Tech) Date: Tue, 24 Nov 2009 16:13:31 +0530 Subject: [rt-users] rt-crontool error In-Reply-To: References: Message-ID: Hi, I changed the UntouchedInHours.pm to the exact code as from rt wiki.But I got this error: [Tue Nov 24 10:42:18 2009] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm line 261. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm:261) [root at localhost sbin]# Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Tuesday, November 24, 2009 3:54 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-crontool error Looks like you copied not all needed information from wiki into the UntouchedInHours.pm: Yours: package RT::Condition::UntouchedInHours; require RT::Condition::Generic; use RT::Date; @ISA = qw(RT::Condition::Generic); use strict; use vars qw/@ISA/; sub IsApplicable { my $self = shift; if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= $self->Argument and $self->TicketObj->Owner==6) { return 1 } else { return 0; } } 1; Wiki (you used the alternate version) package RT::Condition::UntouchedInHours; require RT::Condition::Generic; use RT::Date; @ISA = qw(RT::Condition::Generic); use strict; use vars qw/@ISA/; sub IsApplicable { my $self = shift; if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= $self->Argument) { return 1 } else { return 0; } } # The following could be omitted. They're there to allow overrides from Vendor and Local # but as this isn't a core module, they're just there for completeness :) eval "require RT::Condition::UntouchedInHours_Vendor"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Vendor.pm}); eval "require RT::Condition::UntouchedInHours_Local"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Local.pm}); 1; 2009/11/24 TONY JOHN - ERS, HCL Tech > Hi, PFA UntouchedInHours.pm Regards, Tony ________________________________ From: TONY JOHN - ERS, HCL Tech Sent: Tuesday, November 24, 2009 3:31 PM To: 'Torsten Brumm' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] rt-crontool error Hi , Now I'm getting a different error: [root at localhost sbin]# rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg CI new --condition RT::Condition::UntouchedInHours --condition-arg 4 --action RT::Action::SetPriority --action-arg 5 --verbose [Tue Nov 24 09:59:59 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) [Tue Nov 24 09:59:59 2009] [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. ) at /usr/sbin/rt-crontool line 256. (/usr/lib/perl5/vendor_perl/5.10.0/RT.pm:377) Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. ) at /usr/sbin/rt-crontool line 256. [root at localhost sbin]# Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Tuesday, November 24, 2009 3:26 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-crontool error Have you installed GraphViz from CPAN`? 2009/11/24 TONY JOHN - ERS, HCL Tech > Hi, I am trying to run rt-crontool but fails to set the priority value. The coomand promt error is given below: [root at localhost sbin]# rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg CI new --condition RT::Condition::UntouchedInHours --condition-arg 4 --action RT::Action::SetPriority --action-arg 5 --verbose [Tue Nov 24 08:47:50 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) [Tue Nov 24 08:47:50 2009] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm line 261. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm:261) [root at localhost sbin]# Any help? Regards, Tony john DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Tue Nov 24 05:47:54 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 24 Nov 2009 11:47:54 +0100 Subject: [rt-users] rt-crontool error In-Reply-To: References: Message-ID: What is in Line 261 of /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm and why is a RT Module installed in Vendor Perl tree? Tob 2009/11/24 TONY JOHN - ERS, HCL Tech > Hi, > > I changed the UntouchedInHours.pm to the exact code as from rt wiki.But I > got this error: > > > > [Tue Nov 24 10:42:18 2009] [warning]: Use of uninitialized value in > concatenation (.) or string at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm line 261. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm:261) > > [root at localhost sbin]# > > > > Regards, > > Tony > ------------------------------ > > *From:* Torsten Brumm [mailto:torsten.brumm at googlemail.com] > *Sent:* Tuesday, November 24, 2009 3:54 PM > > *To:* TONY JOHN - ERS, HCL Tech > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] rt-crontool error > > > > Looks like you copied not all needed information from wiki into the > UntouchedInHours.pm: > > Yours: > > package RT::Condition::UntouchedInHours; > require RT::Condition::Generic; > > use RT::Date; > > > @ISA = qw(RT::Condition::Generic); > > > use strict; > use vars qw/@ISA/; > > sub IsApplicable { > my $self = shift; > if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= > $self->Argument and $self->TicketObj->Owner==6) { > return 1 > } > else { > return 0; > } > } > > 1; > > Wiki (you used the alternate version) > > package RT::Condition::UntouchedInHours; > > require RT::Condition::Generic; > > > use RT::Date; > > > > @ISA = qw(RT::Condition::Generic); > > > > use strict; > > use vars qw/@ISA/; > > > sub IsApplicable { > > my $self = shift; > > if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= $self->Argument) { > > return 1 > > } > > else { > > return 0; > > } > > } > > > # The following could be omitted. They're there to allow overrides from Vendor and Local > > # but as this isn't a core module, they're just there for completeness :) > > eval "require RT::Condition::UntouchedInHours_Vendor"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Vendor.pm}); > > eval "require RT::Condition::UntouchedInHours_Local"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Local.pm}); > > > 1; > > > > 2009/11/24 TONY JOHN - ERS, HCL Tech > > > > Hi, > > > > PFA UntouchedInHours.pm > > > > Regards, > > Tony > ------------------------------ > > *From:* TONY JOHN - ERS, HCL Tech > *Sent:* Tuesday, November 24, 2009 3:31 PM > *To:* 'Torsten Brumm' > > > *Cc:* rt-users at lists.bestpractical.com > > *Subject:* RE: [rt-users] rt-crontool error > > > > Hi , > > > > Now I?m getting a different error: > > [root at localhost sbin]# rt-crontool --search > RT::Search::ActiveTicketsInQueue --search-arg CI new --condition > RT::Condition::UntouchedInHours --condition-arg 4 --action > RT::Action::SetPriority --action-arg 5 --verbose > > [Tue Nov 24 09:59:59 2009] [debug]: You've enabled GraphViz, but we > couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: > /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib > /usr/lib/perl5/vendor_perl/5.10.0 > /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) > > [Tue Nov 24 09:59:59 2009] [crit]: Failed to load module > RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC > (@INC contains: /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib > /usr/lib/perl5/vendor_perl/5.10.0 > /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. > > ) at /usr/sbin/rt-crontool line 256. > (/usr/lib/perl5/vendor_perl/5.10.0/RT.pm:377) > > Failed to load module RT::Condition::UntouchedInHours. (Can't locate > RT/I18N/en_us.pm in @INC (@INC contains: /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib > /usr/lib/perl5/vendor_perl/5.10.0 > /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at (eval 319) line 3. > > ) at /usr/sbin/rt-crontool line 256. > > [root at localhost sbin]# > > > > Regards, > > Tony > ------------------------------ > > *From:* Torsten Brumm [mailto:torsten.brumm at googlemail.com] > *Sent:* Tuesday, November 24, 2009 3:26 PM > *To:* TONY JOHN - ERS, HCL Tech > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] rt-crontool error > > > > Have you installed GraphViz from CPAN`? > > 2009/11/24 TONY JOHN - ERS, HCL Tech > > Hi, > > I am trying to run rt-crontool but fails to set the priority value. > > The coomand promt error is given below: > > > > [root at localhost sbin]# rt-crontool --search > RT::Search::ActiveTicketsInQueue --search-arg CI new --condition > RT::Condition::UntouchedInHours --condition-arg 4 --action > RT::Action::SetPriority --action-arg 5 --verbose > > [Tue Nov 24 08:47:50 2009] [debug]: You've enabled GraphViz, but we > couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: > /usr/local/lib/rt3/lib > /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib > /usr/lib/perl5/vendor_perl/5.10.0 > /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi > /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm line 311. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Config.pm:312) > > [Tue Nov 24 08:47:50 2009] [warning]: Use of uninitialized value in > concatenation (.) or string at > /usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm line 261. > (/usr/lib/perl5/vendor_perl/5.10.0/RT/Tickets_Overlay_SQL.pm:261) > > [root at localhost sbin]# > > > > Any help? > > > > Regards, > > Tony john > > > > DISCLAIMER: > > ----------------------------------------------------------------------------------------------------------------------- > > > > The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. > > It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in > > this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. > > Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of > > this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have > > received this email in error please delete it and notify the sender immediately. Before opening any mail and > > attachments please check them for viruses and defect. > > > > ----------------------------------------------------------------------------------------------------------------------- > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Tue Nov 24 06:27:26 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 24 Nov 2009 11:27:26 +0000 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091120163032.GO10895@it.is.rice.edu> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120140246.GM10895@it.is.rice.edu> <20091120161452.GW3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120163032.GO10895@it.is.rice.edu> Message-ID: <20091124112726.GA3661@gunboat-diplomat.oucs.ox.ac.uk> On Fri, Nov 20, 2009 at 10:30:32AM -0600, Kenneth Marshall wrote: > On Fri, Nov 20, 2009 at 04:14:52PM +0000, Dominic Hargreaves wrote: > > I've attached our postgresql.conf. > > > > The indexes we have defined are the standard ones from the 3.8.6 > > schemas, plus one of the two I already posted: > > > > CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); > > > > I've just noticed that this one wasn't created on the particular test > > instance I'm talking about, but the query in question doesn't use > > emailaddress, so that's probably not relevant: > > > > CREATE INDEX users5 ON users (LOWER(emailaddress)); > > > > For completeness, the indexes defined on the relevant tables are: > > > > users: > > "users_pkey" PRIMARY KEY, btree (id) > > "users1" UNIQUE, btree (name) > > "users3" btree (id, emailaddress) > > "users4" btree (emailaddress) > > > > acl: > > "acl_pkey" PRIMARY KEY, btree (id) > > "acl1" btree (rightname, objecttype, objectid, principaltype, principalid) > > > > principals: > > "principals_pkey" PRIMARY KEY, btree (id) > > "principals2" btree (objectid) > > > > cachedgroupmembers: > > "cachedgroupmembers_pkey" PRIMARY KEY, btree (id) > > "cachedgroupmembers2" btree (memberid) > > "cachedgroupmembers3" btree (groupid) > > "disgroumem" btree (groupid, memberid, disabled) > > > > groups: > > "groups_pkey" PRIMARY KEY, btree (id) > > "groups1" UNIQUE, btree (domain, instance, type, id, name) > > "groups2" btree (type, instance, domain) > > "groups3" btree (lower(domain::text), lower(type::text)) > > > > > Also, what is your statistics target for your tables? > > > > default_statistics_target = 10 > > > > and no per-table changes. I'm not familiar with tuning this; would > > you suggest a different value? > Here are the indexes that we have that differ from your > setup: > > "users1" UNIQUE, btree (lower(name::text)) > > instead of: > > "groups3" btree (lower(domain::text), lower(type::text)) > > we have: > > "groups2" btree (lower(type::text), lower(domain::text), instance) > > You also should definitely raise the statistics target to > at least 100, which is the new default in 8.4. We also have > the random_page_cost set to 2.0 since we are mainly memory > resident. I know that the index order needs to match the > query to be used, so maybe these index changes would help. Thanks. Bizzarely, I can't reproduce the problematic query now; I wonder if it skewed severely by the hammering of another database on the same server (a test run of rt2tort3, as it happens). I think your suggested new index in group is correct; that's eliminated some more slow queries. I think I'll try and put up a set of annotated additional postgres indexes on the wiki, in lieu of future updates to the indexes created by the schemas shipped with RT. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From torsten.brumm at googlemail.com Tue Nov 24 06:48:44 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 24 Nov 2009 12:48:44 +0100 Subject: [rt-users] Speeding up CLI RT::Shredder In-Reply-To: <4B0ADFA0.9030509@sagonet.com> References: <4B0AD216.6030007@sagonet.com> <4B0ADFA0.9030509@sagonet.com> Message-ID: Hi Max, now i found the time to try it out. Btw: i'm under RT 3.6.5 with RTx-Shredder, but there the Logger Entry is also set. Here the Results first from my test box (only RT running on it, no users) Empty DB created 1000 tickets with rt-filler scrip 1. Tickets shreddered without any index set -> 10 ticket shreddered by default time ./rtx-shredder --force --plugin 'Tickets=status,new' SQL dump file is '/opt/rt3tra/local/sbin/20091124T114147-0001.sql' real 0m29.477s user 0m6.638s sys 0m0.323s 2. Ticket shreddered with the following indexes set: CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled); CREATE INDEX SHREDDER_CGM2 ON CachedGroupMembers(ImmediateParentId, MemberId); CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId); CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference); CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference); CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue); CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue); mysql> CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled); Query OK, 18411 rows affected (1.23 sec) Records: 18411 Duplicates: 0 Warnings: 0 mysql> CREATE INDEX SHREDDER_CGM2 ON CachedGroupMembers(ImmediateParentId, MemberId); Query OK, 18411 rows affected (1.45 sec) Records: 18411 Duplicates: 0 Warnings: 0 mysql> CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId); Query OK, 6902 rows affected (0.42 sec) Records: 6902 Duplicates: 0 Warnings: 0 mysql> CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference); Query OK, 9940 rows affected (0.78 sec) Records: 9940 Duplicates: 0 Warnings: 0 mysql> CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference); Query OK, 9940 rows affected (0.91 sec) Records: 9940 Duplicates: 0 Warnings: 0 mysql> CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue); Query OK, 9940 rows affected (1.02 sec) Records: 9940 Duplicates: 0 Warnings: 0 mysql> CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue); Query OK, 9940 rows affected (1.17 sec) Records: 9940 Duplicates: 0 Warnings: 0 mysql> quit Bye [root at messenger sbin]# time ./rtx-shredder --force --plugin 'Tickets=status,new' SQL dump file is '/opt/rt3tra/local/sbin/20091124T114403-0001.sql' real 0m10.041s user 0m6.612s sys 0m0.354s 3. Ticket shreddered after removed logger entry in Record.pm [root at messenger sbin]# time ./rtx-shredder --force --plugin 'Tickets=status,new' SQL dump file is '/opt/rt3tra/local/sbin/20091124T114602-0001.sql' real 0m9.475s user 0m6.196s sys 0m0.317s Will try out the same with RT 3.8.6, lets seee what happens Torsten 2009/11/23 Maxwell A. Rathbone > I noticed a typo in probably the most important line in my message. The > filename is actually: > > /opt/rt3/lib/RT/Shredder/Record.pm > > The line that I suggest to comment out, calls RT's built in Logger() > function that basically just writes information either to the log or to the > screen. > > As with anytime you modify defaults, I make no claims other than what it > had for me. :) I'm actually seeing slightly better than 50% improvement with > that line disabled/commented out. > > I hope others are able to confirm similar experiences. Look forward to > reading about it. > > Max > > > Torsten Brumm wrote: > > Oha, this sounds really useful. Any comment from ruslan if this is save? > > I have to shred several houndret thousend tickets from 2002-2007 and we > need also around 2 minutes per ticket, will try it out tomorrow! > > Thanks for sharing this > > Torsten > > 2009/11/23 Maxwell A. Rathbone > >> Hello, >> >> I'm in the same boat as many others I've seen post. We have 35k tickets >> in one of our queues that I'm trying to shred(shame on us for not >> automating this previously). I've found the web version of the Shredder >> to be god-awful slow. We're talking 10min+ just to shred ONE ticket. So >> I discovered the command-line /opt/rt3/sbin/rt-shredder utility. I was >> then able to shred ONE ticket in about 5 minutes. I found some >> optimization keys to add to the tables, which allowed me to them shred >> ONE ticket in about a minute. I then discovered(this really should be in >> the documentation!), that if you specify a timeframe with rt-shredder, >> you can get MUCH faster processing. I was able to get it down to >> 21seconds for the shredding of ONE ticket. >> >> I noticed it was spitting out warning messages each time it deletes >> something. I honestly do not care about the output as long as it is >> working as expected, so I hunted through the code and was able to >> disable the on-screen logging altogether. I'm now able to shred ONE >> ticket in about 8-10 seconds. >> >> For those who are interested in about a 50% reduction in processing time >> for the CLI Shredder, edit the file: >> /opt/rt3/lib/RT/Shredder/Rercord.pm >> >> Look for this line: >> $RT::Logger->warning( $msg ); >> >> Comment it so it looks like this: >> # $RT::Logger->warning( $msg ); >> >> a WORLD of difference from the 10 minutes per ticket I originally was >> getting. Now it looks like to shred the 35k might actually take a >> palatable amount of time. >> >> I wanted to share this useful information on the list so it is google >> searchable. I'm SURE others will find this helpful. >> >> BTW, the command I'm using to shred(again, documentation is kinda poor) >> is: >> ./rt-shredder --plugin "Tickets=query,((status = 'deleted' OR status = >> 'rejected') AND >> >> LastUpdated='2008-10-03');limit,100;with_linked,FALSE;apply_query_to_linked,FALSE" >> --force >> >> Max >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Nov 24 11:50:45 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 24 Nov 2009 08:50:45 -0800 Subject: [rt-users] Tracking changes to queue structure In-Reply-To: <4B0B1C43.9030500@cryologic.com> References: <4B0B1436.9010508@cryologic.com> <4B0B1852.2080704@lbl.gov> <4B0B1C43.9030500@cryologic.com> Message-ID: <4B0C0EE5.3070501@lbl.gov> Gordon, That's where the comment comes in. Kenn LBNL On 11/23/2009 3:35 PM, gordon at cryologic.com wrote: > Thanks Ken, > > I use this feature for some fields but others require information > specific to a ticket (eg description of product design change). Also, > reviewers of historical tickets can still ask the question: "why wasn't > the field filled in when the ticket was active?" > > Gordon > > > Ken Crocker wrote: > >> Gordon, >> >> RT has a "Bulk Update" feature which would allow you to add whatever >> value to specific Custom Fields on tickets in specific Queues as well as >> add comments to specific tickets in a queue. By specific, I mean >> whatever criteria you use for "selecting" the ticket you want to update. >> >> Kenn >> LBNL >> >> On 11/23/2009 3:01 PM, gordon at cryologic.com wrote: >> >>> RT provides an excellent history log of all activities relating to a >>> ticket. This provides an unchangeable record which auditors love when >>> reviewing tickets. >>> >>> However we occasionally make changes to a queue such as adding a new >>> custom field. This does not get filled in for historical tickets (too >>> many) only new ones. When reviewing the old tickets auditors ask why the >>> fields were not filled in correctly. >>> >>> We handle this by keeping a separate log of changes we make to queues >>> and when they were made. >>> >>> My question is: does anyone else keep track of the changes they make to >>> queues, and if so, how do you do it? Is there any way to do this within >>> RT - I would love to do so but have no idea where to begin. >>> >>> 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 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Nov 24 12:03:02 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Nov 2009 12:03:02 -0500 Subject: [rt-users] Database upgrade failing 3.8.4 to 3.8.6 In-Reply-To: References: Message-ID: <20091124170302.GC80837@jibsheet.com> On Mon, Nov 23, 2009 at 10:51:46PM -0600, Arends, John wrote: > When upgrading from 3.8.4 to 3.8.6 I'm getting this error when running > bin/rt-setup-database --dba rt_user --prompt-for-dba-password --action > upgrade Try running /opt/rt3/sbin/rt-setup-database --dba rt_user \ --prompt-for-dba-password --action upgrade from within the /root/rt-3.8.6/ directory When you run 'make upgrade' it should print out the full path to rt-setup-database as a hint for what to do next. -kevin > [Tue Nov 24 04:23:47 2009] [crit]: Can't locate RT/FM.pm in @INC (@INC > contains: /root/rt-3.8.6/sbin/../local/lib /root/rt-3.8.6/sbin/../lib / > usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/ > site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/ > 5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/ > lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi / > usr/lib/perl5/5.8.8 .) at /root/rt-3.8.6/sbin/../lib/RT.pm line 627, > line 4. (/root/rt-3.8.6/sbin/../lib/RT.pm:377) > Can't locate RT/FM.pm in @INC (@INC contains: /root/rt-3.8.6/sbin/../ > local/lib /root/rt-3.8.6/sbin/../lib /usr/lib/perl5/site_perl/5.8.8/ > i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/ > site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi / > usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/ > perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /root/ > rt-3.8.6/sbin/../lib/RT.pm line 627, line 4. > > I have an RT test system that is configured the same as this machine > and the database upgrade went fine. > > I'm making sure to do this inside the rt-3.8.6 directory, and not in / > opt/rt3 since /opt/rt3 does not have the necessary upgrade files > inside etc. > > Any ideas? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 24 12:21:21 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 24 Nov 2009 12:21:21 -0500 Subject: [rt-users] Speeding up CLI RT::Shredder In-Reply-To: <4B0AD216.6030007@sagonet.com> References: <4B0AD216.6030007@sagonet.com> Message-ID: <20091124172121.GD80837@jibsheet.com> On Mon, Nov 23, 2009 at 01:19:02PM -0500, Maxwell A. Rathbone wrote: > Look for this line: > $RT::Logger->warning( $msg ); > > Comment it so it looks like this: > # $RT::Logger->warning( $msg ); If you raise your LogLevel above warning (something like error) this won't trigger and you can avoid editing the source. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ivoras at gmail.com Tue Nov 24 18:02:44 2009 From: ivoras at gmail.com (Ivan Voras) Date: Wed, 25 Nov 2009 00:02:44 +0100 Subject: [rt-users] Is SQLite no longer supported? In-Reply-To: <519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com> References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> <20091124033536.GI9333@bestpractical.com> <519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com> Message-ID: <9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com> 2009/11/24 Todd Chapman : > On Mon, Nov 23, 2009 at 10:35 PM, Jesse Vincent wrote: >> >> On Mon, Nov 23, 2009 at 10:33:16PM -0500, Todd Chapman wrote: >>> I just checked RT out of git and ran: >>> >>> ./configure --enable-layout=inplace --with-my-user-group --with-db-typ=SQLite >> >> It helps if you don't misspell '--with-db-type' >> > > Crap. Thanks Jesse! Slightly offtopic - is there some "best practice" limit saying when SQLite stops being efficient and it's time to use something bigger? Or in other words, how large are average SQLite installations in terms of users, tickets, etc.? From jrummel at imapp.com Tue Nov 24 18:19:41 2009 From: jrummel at imapp.com (jrummel) Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST) Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction Message-ID: <26505061.post@talk.nabble.com> Hi All, I'm definitely an RT novice, and could use some assistance. I have a ticket Custom Field ("Progress"). It is a Select One Value field. When someone selects the value "Sent", I want a new ticket created that is 'depended on by' the original ticket. Can anyone help me with this please? I'm desperate! Thanks! P.S. If the new ticket could automatically have an owner assigned upon creation as well, that would be ideal. But the above request is definitely priority. -- View this message in context: http://old.nabble.com/Auto-creating-a-%27dependant%27-ticket-On-Transaction-tp26505061p26505061.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From toml at bitstatement.net Tue Nov 24 18:54:49 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 24 Nov 2009 15:54:49 -0800 Subject: [rt-users] Is SQLite no longer supported? In-Reply-To: <9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com> References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> <20091124033536.GI9333@bestpractical.com> <519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com> <9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com> Message-ID: <4B0C7249.1030605@bitstatement.net> > Slightly offtopic - is there some "best practice" limit saying when > SQLite stops being efficient and it's time to use something bigger? Or > in other words, how large are average SQLite installations in terms of > users, tickets, etc.? In my opinion, I would say that SQLite is appropriate for testing and development work, where you have developers working on customizations of RT. I don't think SQLite is appropriate for production environments of any size. But that's just me. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From stuart.browne at ausregistry.com.au Tue Nov 24 18:57:58 2009 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Wed, 25 Nov 2009 10:57:58 +1100 Subject: [rt-users] Is SQLite no longer supported? In-Reply-To: <4B0C7249.1030605@bitstatement.net> References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> <20091124033536.GI9333@bestpractical.com> <519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com> <9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com> <4B0C7249.1030605@bitstatement.net> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E1E9D3993@off-win2003-01.ausregistrygroup.local> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Tom Lahti > Sent: Wednesday, 25 November 2009 10:55 > To: Ivan Voras > Cc: rt-users > Subject: Re: [rt-users] Is SQLite no longer supported? > > > Slightly offtopic - is there some "best practice" limit saying when > > SQLite stops being efficient and it's time to use something bigger? > Or > > in other words, how large are average SQLite installations in terms > of > > users, tickets, etc.? > > In my opinion, I would say that SQLite is appropriate for testing and > development work, where you have developers working on customizations > of > RT. I don't think SQLite is appropriate for production environments of > any size. But that's just me. I'd have to completely with this. SQLite's complete lack of threading model means responding to a single request at a time. Simply put, if you have enough users that the possibility of multiple people requesting information at the same time, or a user request happening when an external ticket comes in (email via rt-mailgate etc.), then you're going to be causing users to stall, waiting. You may be able to get away with it for a small number of concurrent users (1-5 maybe) in a low volume environment, but if you're wanting to do anything serious with email coming in at any moment, then you'd be better off setting up a MySQL/PgSQL DB. The effort isn't much different. Stuart From jesse at bestpractical.com Tue Nov 24 19:00:02 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 Nov 2009 19:00:02 -0500 Subject: [rt-users] Is SQLite no longer supported? In-Reply-To: <9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com> References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> <20091124033536.GI9333@bestpractical.com> <519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com> <9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com> Message-ID: <20091125000002.GP9333@bestpractical.com> > Slightly offtopic - is there some "best practice" limit saying when > SQLite stops being efficient and it's time to use something bigger? Or > in other words, how large are average SQLite installations in terms of > users, tickets, etc.? We don't recommend that you use RT on SQLite in production, generally. -- From jpierce at cambridgeenergyalliance.org Tue Nov 24 18:59:45 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 24 Nov 2009 18:59:45 -0500 Subject: [rt-users] Is SQLite no longer supported? In-Reply-To: <4B0C7249.1030605@bitstatement.net> References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> <20091124033536.GI9333@bestpractical.com> <519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com> <9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com> <4B0C7249.1030605@bitstatement.net> Message-ID: >> Slightly offtopic - is there some "best practice" limit saying when >> SQLite stops being efficient and it's time to use something bigger? Or >> in other words, how large are average SQLite installations in terms of >> users, tickets, etc.? > > In my opinion, I would say that SQLite is appropriate for testing and > development work, where you have developers working on customizations of > RT. ?I don't think SQLite is appropriate for production environments of > any size. ?But that's just me. SQLite could be okay for very small/low-concurrency production systems. Compare Firefox's use of SQLite for its data stores. Of course, as you may have experienced, the system starts to falter with several thousand entries in Places.sqlite (bookmarks + history). -- Cambridge Energy Alliance: Save money. Save the planet. From toml at bitstatement.net Tue Nov 24 19:05:00 2009 From: toml at bitstatement.net (Tom Lahti) Date: Tue, 24 Nov 2009 16:05:00 -0800 Subject: [rt-users] Is SQLite no longer supported? In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB3E1E9D3993@off-win2003-01.ausregistrygroup.local> References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> <20091124033536.GI9333@bestpractical.com> <519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com> <9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com> <4B0C7249.1030605@bitstatement.net> <8CEF048B9EC83748B1517DC64EA130FB3E1E9D3993@off-win2003-01.ausregistrygroup.local> Message-ID: <4B0C74AC.9020601@bitstatement.net> > SQLite's complete lack of threading model means responding to a single request at a time. > > Simply put, if you have enough users that the possibility of multiple people requesting information at the same time, or a user request happening when an external ticket comes in (email via rt-mailgate etc.), then you're going to be causing users to stall, waiting. > > You may be able to get away with it for a small number of concurrent users (1-5 maybe) in a low volume environment, but if you're wanting to do anything serious with email coming in at any moment, then you'd be better off setting up a MySQL/PgSQL DB. The effort isn't much different. > > Stuart I was thinking more in terms of reporting reliability. In short, SQLite is not ACID compliant. If underneath you are not ACID compliant, then there is no assurance that what's in a ticket's history necessarily reflects reality. History items may have been lost due to power outages, locking issues, buggy web server software, etc etc etc. Without ACID compliance, you really don't have an audit trail. You can pretend you do, but you really don't :) -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- From Richard at widexs.nl Wed Nov 25 03:47:52 2009 From: Richard at widexs.nl (Richard Pijnenburg) Date: Wed, 25 Nov 2009 09:47:52 +0100 Subject: [rt-users] Customfields question Message-ID: <87458E9581E41E4F8FFD60620074085604694856@mail01.widexs.local> Dear List, I have created a Customfield that links to a webpage ( our own backend system ) for our employees. We have enabled the SelfService page where our customers can also fill in that customfield. The problem I'm having now is that the customer can see the custom field value, which is not really an issue, but also can see the link to our backend system. As you can imagine, this is not what I want. I have found the file where that link is generated, so I thought that I could edit it to filter on the groupname "Customers". The only problem is now, I don't have a clue how to do that. Can anyone point me in the right direction? Thank you in advance. Met vriendelijke groet / With kind regards, Richard Pijnenburg -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Nov 25 04:08:34 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 25 Nov 2009 10:08:34 +0100 Subject: [rt-users] Customfields question In-Reply-To: <87458E9581E41E4F8FFD60620074085604694856@mail01.widexs.local> References: <87458E9581E41E4F8FFD60620074085604694856@mail01.widexs.local> Message-ID: <20091125090833.GA6675@easter-eggs.com> On Wed, Nov 25, 2009 at 09:47:52AM +0100, Richard Pijnenburg wrote: > Dear List, > > > > I have created a Customfield that links to a webpage ( our own backend > system ) for our employees. > > We have enabled the SelfService page where our customers can also fill > in that customfield. > > The problem I'm having now is that the customer can see the custom field > value, which is not really an issue, but also can see the link to our > backend system. > > As you can imagine, this is not what I want. > You should be able to resolve this with proper rights on those customfields (no rights for Unprivileged users). From tonyjohn at hcl.in Wed Nov 25 04:14:19 2009 From: tonyjohn at hcl.in (TONY JOHN - ERS, HCL Tech) Date: Wed, 25 Nov 2009 14:44:19 +0530 Subject: [rt-users] Set Due Date - Child Tickets Message-ID: Hi , I'm trying to set the Due date of the child Ticket.But my scrips is giving some error.Please find below the Custom action clean up code used for the same: my $link = $self->TicketObj->DependedOnBy->Next; my $duedate = RT::Date->new($RT::SystemUser); my $hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$hours_duetime); $self->TicketObj->SetDue($duedate->ISO); $link->BaseObj->SetDue($duedate->ISO); return 1; Error : Log File [Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) [Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method "BaseObj" on an undefined value at (eval 1531) line 8. Any help? Regards, Tony DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Richard at widexs.nl Wed Nov 25 04:18:41 2009 From: Richard at widexs.nl (Richard Pijnenburg) Date: Wed, 25 Nov 2009 10:18:41 +0100 Subject: [rt-users] Customfields question In-Reply-To: <20091125090833.GA6675@easter-eggs.com> References: <87458E9581E41E4F8FFD60620074085604694856@mail01.widexs.local> <20091125090833.GA6675@easter-eggs.com> Message-ID: <87458E9581E41E4F8FFD60620074085604694863@mail01.widexs.local> Hi Emmanuel, That is correct. The only problem is: 1. The customer must be able to fill in the customfield with ticket creation. 2. The customer may view the value of the customfield when viewing the ticket. 3. the customer may _not_ see the link. I haven't been able yet to get that effect done with the rights. Met vriendelijke groet / With kind regards, Richard Pijnenburg Changes and Incident Coordinator WideXS http://www.widexs.nl Tel +31 (0)20 7570780 Fax +31 (0)20 7570789 Zekeringstraat 43, 1014 BV Amsterdam, NL -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Wednesday, November 25, 2009 10:09 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Customfields question On Wed, Nov 25, 2009 at 09:47:52AM +0100, Richard Pijnenburg wrote: > Dear List, > > > > I have created a Customfield that links to a webpage ( our own backend > system ) for our employees. > > We have enabled the SelfService page where our customers can also fill > in that customfield. > > The problem I'm having now is that the customer can see the custom field > value, which is not really an issue, but also can see the link to our > backend system. > > As you can imagine, this is not what I want. > You should be able to resolve this with proper rights on those customfields (no rights for Unprivileged users). _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Wed Nov 25 04:41:30 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 25 Nov 2009 10:41:30 +0100 Subject: [rt-users] Customfields question In-Reply-To: <87458E9581E41E4F8FFD60620074085604694863@mail01.widexs.local> References: <87458E9581E41E4F8FFD60620074085604694856@mail01.widexs.local> <20091125090833.GA6675@easter-eggs.com> <87458E9581E41E4F8FFD60620074085604694863@mail01.widexs.local> Message-ID: <20091125094130.GB6675@easter-eggs.com> On Wed, Nov 25, 2009 at 10:18:41AM +0100, Richard Pijnenburg wrote: > Hi Emmanuel, > > That is correct. > The only problem is: > 1. The customer must be able to fill in the customfield with ticket > creation. > 2. The customer may view the value of the customfield when viewing the > ticket. > 3. the customer may _not_ see the link. > ok, then you have to modify: share/html/Elements/ShowCustomFields look for test on $linked. From Richard at widexs.nl Wed Nov 25 04:46:18 2009 From: Richard at widexs.nl (Richard Pijnenburg) Date: Wed, 25 Nov 2009 10:46:18 +0100 Subject: [rt-users] Customfields question In-Reply-To: <20091125094130.GB6675@easter-eggs.com> References: <87458E9581E41E4F8FFD60620074085604694856@mail01.widexs.local><20091125090833.GA6675@easter-eggs.com><87458E9581E41E4F8FFD60620074085604694863@mail01.widexs.local> <20091125094130.GB6675@easter-eggs.com> Message-ID: <87458E9581E41E4F8FFD60620074085604694869@mail01.widexs.local> Hi Emmanuel, I found that file yeah. It's only unclear what code I need to make the filter for it. Unfortunate my coding experience is more in php then perl :-) Met vriendelijke groet / With kind regards, Richard Pijnenburg -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Wednesday, November 25, 2009 10:42 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Customfields question On Wed, Nov 25, 2009 at 10:18:41AM +0100, Richard Pijnenburg wrote: > Hi Emmanuel, > > That is correct. > The only problem is: > 1. The customer must be able to fill in the customfield with ticket > creation. > 2. The customer may view the value of the customfield when viewing the > ticket. > 3. the customer may _not_ see the link. > ok, then you have to modify: share/html/Elements/ShowCustomFields look for test on $linked. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Wed Nov 25 05:04:28 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 25 Nov 2009 11:04:28 +0100 Subject: [rt-users] Customfields question In-Reply-To: <87458E9581E41E4F8FFD60620074085604694869@mail01.widexs.local> References: <20091125094130.GB6675@easter-eggs.com> <87458E9581E41E4F8FFD60620074085604694869@mail01.widexs.local> Message-ID: <20091125100428.GD6675@easter-eggs.com> On Wed, Nov 25, 2009 at 10:46:18AM +0100, Richard Pijnenburg wrote: > Hi Emmanuel, > > I found that file yeah. > It's only unclear what code I need to make the filter for it. > Unfortunate my coding experience is more in php then perl :-) > try something like this (not tested): diff --git a/share/html/Elements/ShowCustomFields b/share/html/Elements/ShowCustomFields index ddb8b72..ad8869d 100644 --- a/share/html/Elements/ShowCustomFields +++ b/share/html/Elements/ShowCustomFields @@ -83,7 +83,7 @@ $m->callback( my $print_value = sub { my ($cf, $value) = @_; my $linked = $cf->LinkValueTo; - if ( $linked ) { + if ( $linked && $m->request_comp->path !~ m|/SelfService/| ) { $m->out(''); } my $comp = "ShowCustomField". $cf->Type; @@ -98,7 +98,7 @@ my $print_value = sub { } else { $m->out( $m->interp->apply_escapes( $value->Content, 'h' ) ); } - $m->out('') if $linked; + $m->out('') if ( $linked && $m->request_comp->path !~ m|/SelfService/| ); # This section automatically populates a div with the "IncludeContentForValue" for this custom # field if it's been defined From Richard at widexs.nl Wed Nov 25 05:15:44 2009 From: Richard at widexs.nl (Richard Pijnenburg) Date: Wed, 25 Nov 2009 11:15:44 +0100 Subject: [rt-users] Customfields question In-Reply-To: <20091125100428.GD6675@easter-eggs.com> References: <20091125094130.GB6675@easter-eggs.com><87458E9581E41E4F8FFD60620074085604694869@mail01.widexs.local> <20091125100428.GD6675@easter-eggs.com> Message-ID: <87458E9581E41E4F8FFD6062007408560469486F@mail01.widexs.local> Hi Emmanuel, It works perfect :-) Thanks a lot. -- Another quick question. It would be handy for the departments to have different categories in the queues so I can group them in a way. For example with our support department I have 3 queues: Support, Windows, Linux. These 3 can be in a group Support For our administration department I have other queues and those I want under a group Administration. Is there already a modification for this? Met vriendelijke groet / With kind regards, Richard Pijnenburg -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Wednesday, November 25, 2009 11:04 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Customfields question On Wed, Nov 25, 2009 at 10:46:18AM +0100, Richard Pijnenburg wrote: > Hi Emmanuel, > > I found that file yeah. > It's only unclear what code I need to make the filter for it. > Unfortunate my coding experience is more in php then perl :-) > try something like this (not tested): diff --git a/share/html/Elements/ShowCustomFields b/share/html/Elements/ShowCustomFields index ddb8b72..ad8869d 100644 --- a/share/html/Elements/ShowCustomFields +++ b/share/html/Elements/ShowCustomFields @@ -83,7 +83,7 @@ $m->callback( my $print_value = sub { my ($cf, $value) = @_; my $linked = $cf->LinkValueTo; - if ( $linked ) { + if ( $linked && $m->request_comp->path !~ m|/SelfService/| ) { $m->out(''); } my $comp = "ShowCustomField". $cf->Type; @@ -98,7 +98,7 @@ my $print_value = sub { } else { $m->out( $m->interp->apply_escapes( $value->Content, 'h' ) ); } - $m->out('') if $linked; + $m->out('') if ( $linked && $m->request_comp->path !~ m|/SelfService/| ); # This section automatically populates a div with the "IncludeContentForValue" for this custom # field if it's been defined _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From c_apotla at qualcomm.com Wed Nov 25 05:34:13 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 25 Nov 2009 02:34:13 -0800 Subject: [rt-users] Spell Checker Message-ID: Hello, How does one enable RT Spell checker in RT 3.8.2? Thank you in advance, -Ashish -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Wed Nov 25 06:03:05 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 25 Nov 2009 03:03:05 -0800 Subject: [rt-users] Long Lines on ticket display page Message-ID: Hello, Some bizarre things have been happening and would like to know if anyone has seen similar cases. 1. When a long line is in the message body, it runs off the screen. 2. Sometimes, long words, like path names are unnecessarily truncated and wrapped to the next line even though the end is not reached. 3. Inconsistent new lines get added to the message body(especially to indented previous messages) and keeps making the email longer and longer each time correspondence is added to it. Please help me out! Thank you, -Ashish -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Wed Nov 25 06:07:46 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 25 Nov 2009 03:07:46 -0800 Subject: [rt-users] FW: Problem with Ticket display page Message-ID: I tried to send a screen shot but it was too big.. I will try to explain my problem: Inside the message body I keep seeing horizontal /vertical scroll bars. Why is this happening? Thank you, -Ashish From: Potla, Ashish Bassaliel Sent: Wednesday, November 25, 2009 2:57 AM To: 'rt-users at bestpractical.com' Subject: Problem with Ticket display page Hello again, Please have a look at this below display page for a ticket. Notice the horizontal scroll bar appearing inside the ticket display? This happens for Firefox on Unix and Firefox and Safari on MacOS. Why is it displaying so? -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Nov 25 06:23:57 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 25 Nov 2009 12:23:57 +0100 Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction In-Reply-To: <26505061.post@talk.nabble.com> References: <26505061.post@talk.nabble.com> Message-ID: Hi, try the following from wiki (with tiny code changes) Condition: Userdefined ( http://wiki.bestpractical.com/view/OnCustomFieldValueChange) Action: CreateTickets Template: CreateNewTicket (follow the Approval Ticket creation Template Page from wiki, replace type: approval with type: ticket) This should work fine 2009/11/25 jrummel > > Hi All, > > I'm definitely an RT novice, and could use some assistance. I have a > ticket > Custom Field ("Progress"). It is a Select One Value field. When someone > selects the value "Sent", I want a new ticket created that is 'depended on > by' the original ticket. Can anyone help me with this please? I'm > desperate! > > Thanks! > > P.S. If the new ticket could automatically have an owner assigned upon > creation as well, that would be ideal. But the above request is definitely > priority. > -- > View this message in context: > http://old.nabble.com/Auto-creating-a-%27dependant%27-ticket-On-Transaction-tp26505061p26505061.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 > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From tonyjohn at hcl.in Wed Nov 25 06:30:29 2009 From: tonyjohn at hcl.in (TONY JOHN - ERS, HCL Tech) Date: Wed, 25 Nov 2009 17:00:29 +0530 Subject: [rt-users] Not Working: Set Due Date - Child Tickets Message-ID: Hi All , I'm trying to set the Due date of child Ticket.But my scrips is giving no results.Please find below the Custom action clean up code used for the same: my $duedate = RT::Date->new($RT::SystemUser); my $hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->MemberOf; $RT::Logger->debug("BaseObj called"); while (my $l = $DepOnBy->Next) { $RT::Logger->debug("BaseObj called"); $l->BaseObj->SetDue($duedate->ISO); } return 1; Any help? Regards, Tony DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Wed Nov 25 06:32:07 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 25 Nov 2009 12:32:07 +0100 Subject: [rt-users] Set Due Date - Child Tickets In-Reply-To: References: Message-ID: Hi Tony, i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which gives you back all possible DependedOnBy Tickets, also if you have more. I tried something similar last week. Attached a piece of code to find all deponby tickets and update the deponbys with something. my $DepOnBy = $self->TicketObj->DependedOnBy; my $dep; my $l; while( $dep = $DepOnBy->Next ) { next unless( $dep->BaseURI->IsLocal ); my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while( $l = $Members->Next ) { next unless( $l->TargetURI->IsLocal ); next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ ); $self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id); } } return 1; In my case i added to all deponby tickets a new member, you can replace this with your setdue part i think, Torsten 2009/11/25 TONY JOHN - ERS, HCL Tech > Hi , > > > > I?m trying to set the Due date of the child Ticket.But my scrips is > giving some error.Please find below the Custom action clean up code used > for the same: > > > > my $link = $self->TicketObj->DependedOnBy->Next; > > my $duedate = RT::Date->new($RT::SystemUser); > > my $hours_duetime = 24; > > $duedate->Set(Format=>'unix', Value=>$hours_duetime); > > $self->TicketObj->SetDue($duedate->ISO); > > $link->BaseObj->SetDue($duedate->ISO); > > return 1; > > > > > > > > *Error : Log File* > > > > [Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of > ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) > > [Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call > method "BaseObj" on an undefined value at (eval 1531) line 8. > > > > Any help? > > > > Regards, > > Tony > > DISCLAIMER: > ----------------------------------------------------------------------------------------------------------------------- > > The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. > It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in > this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. > Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of > this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have > received this email in error please delete it and notify the sender immediately. Before opening any mail and > attachments please check them for viruses and defect. > > ----------------------------------------------------------------------------------------------------------------------- > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gabriele.Franzini at nervianoms.com Wed Nov 25 06:24:45 2009 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Wed, 25 Nov 2009 12:24:45 +0100 Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction References: Message-ID: <20091125113806.049954D8165@diesel.bestpractical.com> Hello jrummel, >From novice to novice, try a Scrip with something like: 1) Condition: as in OnCustomFieldValueChange (see wiki); 2) Action: User-defined, based upon DivideTicketIntoSubtasks (see wiki): my $trans = $self->TransactionObj; my $tkt = $self->TicketObj; my $requestors = [ $tkt->Requestors->MemberEmailAddresses]; my $new_tkt = RT::Ticket->new($RT::SystemUser); my ($id, $msg) = $new_tkt->Create( Queue => "your-queue-name-goes-here", Subject => $tkt->Subject, Status => 'new', Requestor => $requestors, DependedOnBy => $tkt->Id) return 1; HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Italy tel +39 0331581477 fax +39 0331581456 > >Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST) >From: jrummel >Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction >To: rt-users at lists.bestpractical.com >Message-ID: <26505061.post at talk.nabble.com> >Content-Type: text/plain; charset=us-ascii > >Hi All, > >I'm definitely an RT novice, and could use some assistance. I have a ticket >Custom Field ("Progress"). It is a Select One Value field. When someone >selects the value "Sent", I want a new ticket created that is 'depended on >by' the original ticket. Can anyone help me with this please? I'm desperate! > >Thanks! > >P.S. If the new ticket could automatically have an owner assigned upon creation > as well, that would be ideal. But the above request is definitely priority. From tonyjohn at hcl.in Wed Nov 25 06:53:14 2009 From: tonyjohn at hcl.in (TONY JOHN - ERS, HCL Tech) Date: Wed, 25 Nov 2009 17:23:14 +0530 Subject: [rt-users] Set Due Date - Child Tickets In-Reply-To: References: Message-ID: Hi Torsten, I tried this Scrip but it isn't working my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->BaseObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Wednesday, November 25, 2009 5:02 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Due Date - Child Tickets Hi Tony, i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which gives you back all possible DependedOnBy Tickets, also if you have more. I tried something similar last week. Attached a piece of code to find all deponby tickets and update the deponbys with something. my $DepOnBy = $self->TicketObj->DependedOnBy; my $dep; my $l; while( $dep = $DepOnBy->Next ) { next unless( $dep->BaseURI->IsLocal ); my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while( $l = $Members->Next ) { next unless( $l->TargetURI->IsLocal ); next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ ); $self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id); } } return 1; In my case i added to all deponby tickets a new member, you can replace this with your setdue part i think, Torsten 2009/11/25 TONY JOHN - ERS, HCL Tech > Hi , I'm trying to set the Due date of the child Ticket.But my scrips is giving some error.Please find below the Custom action clean up code used for the same: my $link = $self->TicketObj->DependedOnBy->Next; my $duedate = RT::Date->new($RT::SystemUser); my $hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$hours_duetime); $self->TicketObj->SetDue($duedate->ISO); $link->BaseObj->SetDue($duedate->ISO); return 1; Error : Log File [Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) [Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method "BaseObj" on an undefined value at (eval 1531) line 8. Any help? Regards, Tony DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Nov 25 07:05:43 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 25 Nov 2009 13:05:43 +0100 Subject: [rt-users] Set Due Date - Child Tickets In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A84A6@w3hamboex11.ger.win.int.kn> Hi Tony, i think this is the problem: $l->BaseObj->SetDue($duedate->ISO); should by $l->TicketObj->SetDue($duedate->ISO); Like this: # your calculations my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); # find depon ticket my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); # loop through all deponbys while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); # Get ID of all deponby tickets and load from id the ticketobj $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; # from here we have all our depended on by tickets, we will set the due here while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Otherwise, let the logger give out the content of the variables. Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von TONY JOHN - ERS, HCL Tech Gesendet: Mittwoch, 25. November 2009 12:53 An: Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Set Due Date - Child Tickets Hi Torsten, I tried this Scrip but it isn't working my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->BaseObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Wednesday, November 25, 2009 5:02 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Due Date - Child Tickets Hi Tony, i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which gives you back all possible DependedOnBy Tickets, also if you have more. I tried something similar last week. Attached a piece of code to find all deponby tickets and update the deponbys with something. my $DepOnBy = $self->TicketObj->DependedOnBy; my $dep; my $l; while( $dep = $DepOnBy->Next ) { next unless( $dep->BaseURI->IsLocal ); my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while( $l = $Members->Next ) { next unless( $l->TargetURI->IsLocal ); next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ ); $self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id); } } return 1; In my case i added to all deponby tickets a new member, you can replace this with your setdue part i think, Torsten 2009/11/25 TONY JOHN - ERS, HCL Tech Hi , I'm trying to set the Due date of the child Ticket.But my scrips is giving some error.Please find below the Custom action clean up code used for the same: my $link = $self->TicketObj->DependedOnBy->Next; my $duedate = RT::Date->new($RT::SystemUser); my $hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$hours_duetime); $self->TicketObj->SetDue($duedate->ISO); $link->BaseObj->SetDue($duedate->ISO); return 1; Error : Log File [Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) [Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method "BaseObj" on an undefined value at (eval 1531) line 8. Any help? Regards, Tony DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Nov 25 07:11:39 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 25 Nov 2009 13:11:39 +0100 Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction In-Reply-To: <20091125113806.049954D8165@diesel.bestpractical.com> References: <20091125113806.049954D8165@diesel.bestpractical.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A84A8@w3hamboex11.ger.win.int.kn> Hi, carefull with this. This condition will trigger whenever a customfield values changes, and i thing you need this only when a special CF is changed to a special value! Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Franzini, Gabriele [Nervianoms] Gesendet: Mittwoch, 25. November 2009 12:25 An: jrummel at imapp.com Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction Hello jrummel, >From novice to novice, try a Scrip with something like: 1) Condition: as in OnCustomFieldValueChange (see wiki); 2) Action: User-defined, based upon DivideTicketIntoSubtasks (see wiki): my $trans = $self->TransactionObj; my $tkt = $self->TicketObj; my $requestors = [ $tkt->Requestors->MemberEmailAddresses]; my $new_tkt = RT::Ticket->new($RT::SystemUser); my ($id, $msg) = $new_tkt->Create( Queue => "your-queue-name-goes-here", Subject => $tkt->Subject, Status => 'new', Requestor => $requestors, DependedOnBy => $tkt->Id) return 1; HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Italy tel +39 0331581477 fax +39 0331581456 > >Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST) >From: jrummel >Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction >To: rt-users at lists.bestpractical.com >Message-ID: <26505061.post at talk.nabble.com> >Content-Type: text/plain; charset=us-ascii > >Hi All, > >I'm definitely an RT novice, and could use some assistance. I have a ticket >Custom Field ("Progress"). It is a Select One Value field. When someone >selects the value "Sent", I want a new ticket created that is 'depended on >by' the original ticket. Can anyone help me with this please? I'm desperate! > >Thanks! > >P.S. If the new ticket could automatically have an owner assigned upon creation > as well, that would be ideal. But the above request is definitely priority. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at Kuehne-Nagel.com Wed Nov 25 07:16:19 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 25 Nov 2009 13:16:19 +0100 Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction In-Reply-To: <20091125113806.049954D8165@diesel.bestpractical.com> References: <20091125113806.049954D8165@diesel.bestpractical.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A84A9@w3hamboex11.ger.win.int.kn> Sorry, didn't read all, 1. Condition: CustomCondition: if ( ($self->TransactionObj->Type eq "CustomField" || $self->TransactionObj->Type eq "Create" ) && ($self->TicketObj->FirstCustomFieldValue('YourCustomFieldName') || $self->TicketObj->FirstCustomFieldValue('YourCustomFieldName')) ) { return 1; } return 0; Action: Userdefine: Here the part of Gabriele but with the content check: return(0) unless ($self->TicketObj->Type eq 'ticket'); if ($self->TicketObj->FirstCustomFieldValue('YourCustomFieldName') =~ /Whatyouarelookingfor/i) { my $trans = $self->TransactionObj; my $tkt = $self->TicketObj; my $requestors = [ $tkt->Requestors->MemberEmailAddresses]; my $new_tkt = RT::Ticket->new($RT::SystemUser); my ($id, $msg) = $new_tkt->Create( Queue => "your-queue-name-goes-here", Subject => $tkt->Subject, Status => 'new', Requestor => $requestors, DependedOnBy => $tkt->Id) return 1; } return 0; Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Franzini, Gabriele [Nervianoms] Gesendet: Mittwoch, 25. November 2009 12:25 An: jrummel at imapp.com Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction Hello jrummel, >From novice to novice, try a Scrip with something like: 1) Condition: as in OnCustomFieldValueChange (see wiki); 2) Action: User-defined, based upon DivideTicketIntoSubtasks (see wiki): my $trans = $self->TransactionObj; my $tkt = $self->TicketObj; my $requestors = [ $tkt->Requestors->MemberEmailAddresses]; my $new_tkt = RT::Ticket->new($RT::SystemUser); my ($id, $msg) = $new_tkt->Create( Queue => "your-queue-name-goes-here", Subject => $tkt->Subject, Status => 'new', Requestor => $requestors, DependedOnBy => $tkt->Id) return 1; HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Italy tel +39 0331581477 fax +39 0331581456 > >Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST) >From: jrummel >Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction >To: rt-users at lists.bestpractical.com >Message-ID: <26505061.post at talk.nabble.com> >Content-Type: text/plain; charset=us-ascii > >Hi All, > >I'm definitely an RT novice, and could use some assistance. I have a ticket >Custom Field ("Progress"). It is a Select One Value field. When someone >selects the value "Sent", I want a new ticket created that is 'depended on >by' the original ticket. Can anyone help me with this please? I'm desperate! > >Thanks! > >P.S. If the new ticket could automatically have an owner assigned upon creation > as well, that would be ideal. But the above request is definitely priority. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Wed Nov 25 07:34:24 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 25 Nov 2009 13:34:24 +0100 Subject: [rt-users] Set Due Date - Child Tickets In-Reply-To: References: <16426EA38D57E74CB1DE5A6AE1DB0394026A84A6@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A84BA@w3hamboex11.ger.win.int.kn> Hi Tony, confusing ;-) OK, let us give out more: my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called 1"); while (my $dep = $DepOnBy->Next) { $RT::Logger->debug("DepOnTickets: $dep->BaseObj->Id"); my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); # and from here stupid copy and paste from my scrip ;-) i'm searching here backwards real child tickets, you searching for Depends on # my $Members = $systicket->Members; my $Members = $systicket->DependsOn; while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called 2"); } return 1; ________________________________ Von: Tony John - ERS, HCL Tech [mailto:tonyjohn at hcl.in] Gesendet: Mittwoch, 25. November 2009 13:23 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Set Due Date - Child Tickets Hi Torsten, my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called 1"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called 2"); } return 1; This scrip also couldn't set Due Date for the Child Ticket.Only the first RT::Logger was seen in the RT logfile.I think its not entering the loop "while (my $dep = $DepOnBy->Next)" Any help? Regards, Tony ________________________________ From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, November 25, 2009 5:36 PM To: TONY JOHN - ERS, HCL Tech; Torsten Brumm Cc: rt-users at lists.bestpractical.com Subject: AW: [rt-users] Set Due Date - Child Tickets Hi Tony, i think this is the problem: $l->BaseObj->SetDue($duedate->ISO); should by $l->TicketObj->SetDue($duedate->ISO); Like this: # your calculations my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); # find depon ticket my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); # loop through all deponbys while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); # Get ID of all deponby tickets and load from id the ticketobj $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; # from here we have all our depended on by tickets, we will set the due here while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Otherwise, let the logger give out the content of the variables. Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von TONY JOHN - ERS, HCL Tech Gesendet: Mittwoch, 25. November 2009 12:53 An: Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Set Due Date - Child Tickets Hi Torsten, I tried this Scrip but it isn't working my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->BaseObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Wednesday, November 25, 2009 5:02 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Due Date - Child Tickets Hi Tony, i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which gives you back all possible DependedOnBy Tickets, also if you have more. I tried something similar last week. Attached a piece of code to find all deponby tickets and update the deponbys with something. my $DepOnBy = $self->TicketObj->DependedOnBy; my $dep; my $l; while( $dep = $DepOnBy->Next ) { next unless( $dep->BaseURI->IsLocal ); my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while( $l = $Members->Next ) { next unless( $l->TargetURI->IsLocal ); next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ ); $self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id); } } return 1; In my case i added to all deponby tickets a new member, you can replace this with your setdue part i think, Torsten 2009/11/25 TONY JOHN - ERS, HCL Tech Hi , I'm trying to set the Due date of the child Ticket.But my scrips is giving some error.Please find below the Custom action clean up code used for the same: my $link = $self->TicketObj->DependedOnBy->Next; my $duedate = RT::Date->new($RT::SystemUser); my $hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$hours_duetime); $self->TicketObj->SetDue($duedate->ISO); $link->BaseObj->SetDue($duedate->ISO); return 1; Error : Log File [Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) [Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method "BaseObj" on an undefined value at (eval 1531) line 8. Any help? Regards, Tony DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From tonyjohn at hcl.in Wed Nov 25 07:22:34 2009 From: tonyjohn at hcl.in (Tony John - ERS, HCL Tech) Date: Wed, 25 Nov 2009 17:52:34 +0530 Subject: [rt-users] Set Due Date - Child Tickets In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A84A6@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394026A84A6@w3hamboex11.ger.win.int.kn> Message-ID: Hi Torsten, my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called 1"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called 2"); } return 1; This scrip also couldn't set Due Date for the Child Ticket.Only the first RT::Logger was seen in the RT logfile.I think its not entering the loop "while (my $dep = $DepOnBy->Next)" Any help? Regards, Tony ________________________________ From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, November 25, 2009 5:36 PM To: TONY JOHN - ERS, HCL Tech; Torsten Brumm Cc: rt-users at lists.bestpractical.com Subject: AW: [rt-users] Set Due Date - Child Tickets Hi Tony, i think this is the problem: $l->BaseObj->SetDue($duedate->ISO); should by $l->TicketObj->SetDue($duedate->ISO); Like this: # your calculations my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); # find depon ticket my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); # loop through all deponbys while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); # Get ID of all deponby tickets and load from id the ticketobj $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; # from here we have all our depended on by tickets, we will set the due here while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Otherwise, let the logger give out the content of the variables. Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von TONY JOHN - ERS, HCL Tech Gesendet: Mittwoch, 25. November 2009 12:53 An: Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Set Due Date - Child Tickets Hi Torsten, I tried this Scrip but it isn't working my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->BaseObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Wednesday, November 25, 2009 5:02 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Due Date - Child Tickets Hi Tony, i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which gives you back all possible DependedOnBy Tickets, also if you have more. I tried something similar last week. Attached a piece of code to find all deponby tickets and update the deponbys with something. my $DepOnBy = $self->TicketObj->DependedOnBy; my $dep; my $l; while( $dep = $DepOnBy->Next ) { next unless( $dep->BaseURI->IsLocal ); my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while( $l = $Members->Next ) { next unless( $l->TargetURI->IsLocal ); next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ ); $self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id); } } return 1; In my case i added to all deponby tickets a new member, you can replace this with your setdue part i think, Torsten 2009/11/25 TONY JOHN - ERS, HCL Tech > Hi , I'm trying to set the Due date of the child Ticket.But my scrips is giving some error.Please find below the Custom action clean up code used for the same: my $link = $self->TicketObj->DependedOnBy->Next; my $duedate = RT::Date->new($RT::SystemUser); my $hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$hours_duetime); $self->TicketObj->SetDue($duedate->ISO); $link->BaseObj->SetDue($duedate->ISO); return 1; Error : Log File [Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) [Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method "BaseObj" on an undefined value at (eval 1531) line 8. Any help? Regards, Tony DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Nov 25 08:00:18 2009 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 25 Nov 2009 14:00:18 +0100 Subject: [rt-users] Set Due Date - Child Tickets In-Reply-To: References: <16426EA38D57E74CB1DE5A6AE1DB0394026A84A6@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A84C5@w3hamboex11.ger.win.int.kn> Argh, it is not a good day for coding today..... This should be the correct one: my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); # Update DueTime for Master Ticket $self->TicketObj->SetDue($duedate->ISO); # Find all DependedOnBy of Master Ticket my $DepOnBy = $self->TicketObj->DependedOnBy; while (my $dep = $DepOnBy->Next) { $RT::Logger->debug("DepOnTickets: $dep->BaseObj->Id"); # OK, from this point we have all Tickets DependedOnBy Master Ticket my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); # Now we have the ID of each DependedOnBy Ticket $systicket->SetDue($duedate->ISO); $RT::Logger->debug("BaseObj called 2"); } return 1; ________________________________ Von: Tony John - ERS, HCL Tech [mailto:tonyjohn at hcl.in] Gesendet: Mittwoch, 25. November 2009 13:23 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Set Due Date - Child Tickets Hi Torsten, my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called 1"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called 2"); } return 1; This scrip also couldn't set Due Date for the Child Ticket.Only the first RT::Logger was seen in the RT logfile.I think its not entering the loop "while (my $dep = $DepOnBy->Next)" Any help? Regards, Tony ________________________________ From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, November 25, 2009 5:36 PM To: TONY JOHN - ERS, HCL Tech; Torsten Brumm Cc: rt-users at lists.bestpractical.com Subject: AW: [rt-users] Set Due Date - Child Tickets Hi Tony, i think this is the problem: $l->BaseObj->SetDue($duedate->ISO); should by $l->TicketObj->SetDue($duedate->ISO); Like this: # your calculations my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); # find depon ticket my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); # loop through all deponbys while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); # Get ID of all deponby tickets and load from id the ticketobj $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; # from here we have all our depended on by tickets, we will set the due here while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Otherwise, let the logger give out the content of the variables. Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von TONY JOHN - ERS, HCL Tech Gesendet: Mittwoch, 25. November 2009 12:53 An: Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Set Due Date - Child Tickets Hi Torsten, I tried this Scrip but it isn't working my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->BaseObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Wednesday, November 25, 2009 5:02 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Due Date - Child Tickets Hi Tony, i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which gives you back all possible DependedOnBy Tickets, also if you have more. I tried something similar last week. Attached a piece of code to find all deponby tickets and update the deponbys with something. my $DepOnBy = $self->TicketObj->DependedOnBy; my $dep; my $l; while( $dep = $DepOnBy->Next ) { next unless( $dep->BaseURI->IsLocal ); my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while( $l = $Members->Next ) { next unless( $l->TargetURI->IsLocal ); next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ ); $self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id); } } return 1; In my case i added to all deponby tickets a new member, you can replace this with your setdue part i think, Torsten 2009/11/25 TONY JOHN - ERS, HCL Tech Hi , I'm trying to set the Due date of the child Ticket.But my scrips is giving some error.Please find below the Custom action clean up code used for the same: my $link = $self->TicketObj->DependedOnBy->Next; my $duedate = RT::Date->new($RT::SystemUser); my $hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$hours_duetime); $self->TicketObj->SetDue($duedate->ISO); $link->BaseObj->SetDue($duedate->ISO); return 1; Error : Log File [Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) [Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method "BaseObj" on an undefined value at (eval 1531) line 8. Any help? Regards, Tony DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From tonyjohn at hcl.in Wed Nov 25 08:09:51 2009 From: tonyjohn at hcl.in (Tony John - ERS, HCL Tech) Date: Wed, 25 Nov 2009 18:39:51 +0530 Subject: [rt-users] Set Due Date - Child Tickets In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A84C5@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394026A84A6@w3hamboex11.ger.win.int.kn> <16426EA38D57E74CB1DE5A6AE1DB0394026A84C5@w3hamboex11.ger.win.int.kn> Message-ID: Hi Torsten, Yes indeed it seems to be bad day for coding :) The scrip didn't enter the while loop itself.No debug statements appeared in the log file. Log File: [Wed Nov 25 13:05:46 2009] [debug]: Committing scrip #132 on txn #115304 of ticket #2046 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) Regards, Tony ________________________________ From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, November 25, 2009 6:30 PM To: Tony John - ERS, HCL Tech; Torsten Brumm Cc: rt-users at lists.bestpractical.com Subject: AW: [rt-users] Set Due Date - Child Tickets Argh, it is not a good day for coding today..... This should be the correct one: my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); # Update DueTime for Master Ticket $self->TicketObj->SetDue($duedate->ISO); # Find all DependedOnBy of Master Ticket my $DepOnBy = $self->TicketObj->DependedOnBy; while (my $dep = $DepOnBy->Next) { $RT::Logger->debug("DepOnTickets: $dep->BaseObj->Id"); # OK, from this point we have all Tickets DependedOnBy Master Ticket my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); # Now we have the ID of each DependedOnBy Ticket $systicket->SetDue($duedate->ISO); $RT::Logger->debug("BaseObj called 2"); } return 1; ________________________________ Von: Tony John - ERS, HCL Tech [mailto:tonyjohn at hcl.in] Gesendet: Mittwoch, 25. November 2009 13:23 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Set Due Date - Child Tickets Hi Torsten, my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called 1"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called 2"); } return 1; This scrip also couldn't set Due Date for the Child Ticket.Only the first RT::Logger was seen in the RT logfile.I think its not entering the loop "while (my $dep = $DepOnBy->Next)" Any help? Regards, Tony ________________________________ From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Sent: Wednesday, November 25, 2009 5:36 PM To: TONY JOHN - ERS, HCL Tech; Torsten Brumm Cc: rt-users at lists.bestpractical.com Subject: AW: [rt-users] Set Due Date - Child Tickets Hi Tony, i think this is the problem: $l->BaseObj->SetDue($duedate->ISO); should by $l->TicketObj->SetDue($duedate->ISO); Like this: # your calculations my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); # find depon ticket my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); # loop through all deponbys while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); # Get ID of all deponby tickets and load from id the ticketobj $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; # from here we have all our depended on by tickets, we will set the due here while(my $l = $Members->Next ) { $l->TicketObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Otherwise, let the logger give out the content of the variables. Torsten K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnett? (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne ________________________________ Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von TONY JOHN - ERS, HCL Tech Gesendet: Mittwoch, 25. November 2009 12:53 An: Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Set Due Date - Child Tickets Hi Torsten, I tried this Scrip but it isn't working my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); my $DepOnBy = $self->TicketObj->DependedOnBy; $RT::Logger->debug("BaseObj called"); while (my $dep = $DepOnBy->Next) { my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while(my $l = $Members->Next ) { $l->BaseObj->SetDue($duedate->ISO); } $RT::Logger->debug("BaseObj called"); } return 1; Regards, Tony ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Wednesday, November 25, 2009 5:02 PM To: TONY JOHN - ERS, HCL Tech Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Set Due Date - Child Tickets Hi Tony, i think the problem is my $link = $self->TicketObj->DependedOnBy->Next; which gives you back all possible DependedOnBy Tickets, also if you have more. I tried something similar last week. Attached a piece of code to find all deponby tickets and update the deponbys with something. my $DepOnBy = $self->TicketObj->DependedOnBy; my $dep; my $l; while( $dep = $DepOnBy->Next ) { next unless( $dep->BaseURI->IsLocal ); my $systicket = RT::Ticket->new($RT::SystemUser); $systicket->Load($dep->BaseObj->Id); my $Members = $systicket->Members; while( $l = $Members->Next ) { next unless( $l->TargetURI->IsLocal ); next unless( $l->BaseObj->Queue =~ /^(?:1043|612|613)$/ ); $self->TicketObj->AddLink(Type=>'MemberOf',Base=>$l->BaseObj->Id); } } return 1; In my case i added to all deponby tickets a new member, you can replace this with your setdue part i think, Torsten 2009/11/25 TONY JOHN - ERS, HCL Tech > Hi , I'm trying to set the Due date of the child Ticket.But my scrips is giving some error.Please find below the Custom action clean up code used for the same: my $link = $self->TicketObj->DependedOnBy->Next; my $duedate = RT::Date->new($RT::SystemUser); my $hours_duetime = 24; $duedate->Set(Format=>'unix', Value=>$hours_duetime); $self->TicketObj->SetDue($duedate->ISO); $link->BaseObj->SetDue($duedate->ISO); return 1; Error : Log File [Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190) [Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method "BaseObj" on an undefined value at (eval 1531) line 8. Any help? Regards, Tony DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From ivoras at gmail.com Wed Nov 25 10:29:24 2009 From: ivoras at gmail.com (Ivan Voras) Date: Wed, 25 Nov 2009 16:29:24 +0100 Subject: [rt-users] Is SQLite no longer supported? In-Reply-To: <4B0C74AC.9020601@bitstatement.net> References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com> <20091124033536.GI9333@bestpractical.com> <519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com> <9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com> <4B0C7249.1030605@bitstatement.net> <8CEF048B9EC83748B1517DC64EA130FB3E1E9D3993@off-win2003-01.ausregistrygroup.local> <4B0C74AC.9020601@bitstatement.net> Message-ID: <9bbcef730911250729nfb217d6mae53ccd070630cc@mail.gmail.com> 2009/11/25 Tom Lahti : >> SQLite's complete lack of threading model means responding to a single >> request at a time. >> >> Simply put, if you have enough users that the possibility of multiple >> people requesting information at the same time, or a user request happening >> when an external ticket comes in (email via rt-mailgate etc.), then you're >> going to be causing users to stall, waiting. >> >> You may be able to get away with it for a small number of concurrent users >> (1-5 maybe) in a low volume environment, but if you're wanting to do >> anything serious with email coming in at any moment, then you'd be better >> off setting up a MySQL/PgSQL DB. ?The effort isn't much different. >> >> Stuart > > I was thinking more in terms of reporting reliability. > > In short, SQLite is not ACID compliant. ?If underneath you are not ACID > compliant, then there is no assurance that what's in a ticket's history > necessarily reflects reality. ?History items may have been lost due to power > outages, locking issues, buggy web server software, etc etc etc. > > Without ACID compliance, you really don't have an audit trail. ?You can > pretend you do, but you really don't :) In defence of SQLite (not that I'm especially cheering for it), it actually is ACID compliant (http://www.sqlite.org/transactional.html, http://www.sqlite.org/atomiccommit.html) and concurreny issues only affect writers (readers are fully concurrent; http://www.sqlite.org/lockingv3.html, http://www.sqlite.org/faq.html#q6), so my question really was more directed to real-world experiences with rt3 and SQLite rather than rumours :) From pjaramillo at kcp.com Wed Nov 25 10:42:52 2009 From: pjaramillo at kcp.com (pjaramillo at kcp.com) Date: Wed, 25 Nov 2009 09:42:52 -0600 Subject: [rt-users] Prevent Subject Lines Starting with RE: or Re: from creating tickets Message-ID: I won't to stop any emails with the Subject line of RE: or Re: from creating tickets? Is this something that can be done with sendmail or rtmailgate, while still retaining the ability for users to create tickets via email? Thanks, Paul J From jesse at bestpractical.com Wed Nov 25 11:25:02 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 25 Nov 2009 11:25:02 -0500 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091124112726.GA3661@gunboat-diplomat.oucs.ox.ac.uk> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120140246.GM10895@it.is.rice.edu> <20091120161452.GW3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120163032.GO10895@it.is.rice.edu> <20091124112726.GA3661@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091125162502.GB10107@bestpractical.com> > I think your suggested new index in group is correct; that's > eliminated some more slow queries. I think I'll try and put up a > set of annotated additional postgres indexes on the wiki, in lieu > of future updates to the indexes created by the schemas shipped with > RT. (And possibly influencing future index updates as shipped by the vendor ;) From jesse at bestpractical.com Wed Nov 25 11:26:29 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 25 Nov 2009 11:26:29 -0500 Subject: [rt-users] Prevent Subject Lines Starting with RE: or Re: from creating tickets In-Reply-To: References: Message-ID: <20091125162629.GC10107@bestpractical.com> On Wed 25.Nov'09 at 9:42:52 -0600, pjaramillo at kcp.com wrote: > I won't to stop any emails with the Subject line of RE: or Re: > from creating tickets? > Is this something that can be done with sendmail or rtmailgate, while > still retaining the ability for users to create tickets via email? I'd probably just use procmail for that myself. > > Thanks, > Paul J > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From kfcrocker at lbl.gov Wed Nov 25 12:00:15 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 25 Nov 2009 09:00:15 -0800 Subject: [rt-users] FW: Problem with Ticket display page In-Reply-To: References: Message-ID: <4B0D629F.5020600@lbl.gov> Ashish, What did you set your "wrap" configuration to? Kenn LBNL On 11/25/2009 3:07 AM, Potla, Ashish Bassaliel wrote: > > I tried to send a screen shot but it was too big.. > > > > I will try to explain my problem: Inside the message body I keep > seeing horizontal /vertical scroll bars. Why is this happening? > > > > Thank you, > > -Ashish > > > > *From:* Potla, Ashish Bassaliel > *Sent:* Wednesday, November 25, 2009 2:57 AM > *To:* 'rt-users at bestpractical.com' > *Subject:* Problem with Ticket display page > > > > Hello again, > > Please have a look at this below display page for a ticket. Notice the > horizontal scroll bar appearing inside the ticket display? This > happens for Firefox on Unix and Firefox and Safari on MacOS. > > Why is it displaying so? > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Wed Nov 25 12:01:34 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 25 Nov 2009 12:01:34 -0500 Subject: [rt-users] Long Lines on ticket display page In-Reply-To: References: Message-ID: <20091125170134.GA26598@bestpractical.com> On Wed 25.Nov'09 at 3:03:05 -0800, Potla, Ashish Bassaliel wrote: > Hello, > > Some bizarre things have been happening and would like to know if anyone has seen similar cases. > What version of RT are you folks running? -Jesse > > > 1. When a long line is in the message body, it runs off the screen. > > 2. Sometimes, long words, like path names are unnecessarily truncated and wrapped to the next line even though the end > is not reached. > > 3. Inconsistent new lines get added to the message body(especially to indented previous messages) and keeps making the > email longer and longer each time correspondence is added to it. > > > > Please help me out! > > > > Thank you, > > -Ashish > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From c_apotla at qualcomm.com Wed Nov 25 12:09:59 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 25 Nov 2009 09:09:59 -0800 Subject: [rt-users] FW: FW: Problem with Ticket display page In-Reply-To: References: , <4B0D629F.5020600@lbl.gov>, Message-ID: I didnt edit that. Where do you actually set it? Thanks for your response. -Ashish ________________________________ From: Ken Crocker [kfcrocker at lbl.gov] Sent: Wednesday, November 25, 2009 10:30 PM To: Potla, Ashish Bassaliel Cc: rt-users at bestpractical.com Subject: Re: [rt-users] FW: Problem with Ticket display page Ashish, What did you set your "wrap" configuration to? Kenn LBNL On 11/25/2009 3:07 AM, Potla, Ashish Bassaliel wrote: I tried to send a screen shot but it was too big.. I will try to explain my problem: Inside the message body I keep seeing horizontal /vertical scroll bars. Why is this happening? Thank you, -Ashish From: Potla, Ashish Bassaliel Sent: Wednesday, November 25, 2009 2:57 AM To: 'rt-users at bestpractical.com' Subject: Problem with Ticket display page Hello again, Please have a look at this below display page for a ticket. Notice the horizontal scroll bar appearing inside the ticket display? This happens for Firefox on Unix and Firefox and Safari on MacOS. Why is it displaying so? ________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Wed Nov 25 12:10:30 2009 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Wed, 25 Nov 2009 09:10:30 -0800 Subject: [rt-users] FW: Long Lines on ticket display page In-Reply-To: References: , <20091125170134.GA26598@bestpractical.com>, Message-ID: Sorry about that . It is 3.8.2 (mod_perl2) on a sun solaris machine with an Oracle Db. Let me know if you need any other info. Regards, -Ashish ________________________________________ From: Jesse Vincent [jesse at bestpractical.com] Sent: Wednesday, November 25, 2009 10:31 PM To: Potla, Ashish Bassaliel Cc: rt-users at bestpractical.com Subject: Re: [rt-users] Long Lines on ticket display page On Wed 25.Nov'09 at 3:03:05 -0800, Potla, Ashish Bassaliel wrote: > Hello, > > Some bizarre things have been happening and would like to know if anyone has seen similar cases. > What version of RT are you folks running? -Jesse > > > 1. When a long line is in the message body, it runs off the screen. > > 2. Sometimes, long words, like path names are unnecessarily truncated and wrapped to the next line even though the end > is not reached. > > 3. Inconsistent new lines get added to the message body(especially to indented previous messages) and keeps making the > email longer and longer each time correspondence is added to it. > > > > Please help me out! > > > > Thank you, > > -Ashish > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Wed Nov 25 12:12:06 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 25 Nov 2009 12:12:06 -0500 Subject: [rt-users] QuickSearch Too Slow - rt-3.6.0 In-Reply-To: <20F44C9FE5C33F4F94F2F64F88ED1DA98DB1B7EB84@blr-exmb-01.ip-soft.net> References: <20F44C9FE5C33F4F94F2F64F88ED1DA98DB1B7EB84@blr-exmb-01.ip-soft.net> Message-ID: <20091125171206.GD10107@bestpractical.com> On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote: > Hi, > > > > I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on a Pentium server with 1GB of RAM. This RT instance is hosting two business > applications and there are close to 1200 queues on it. RT 3.6.0 is over 3 years old. We've made many, many performance improvements in the sixteen releases since then. Coming up to a recent RT is the right first step. Additionally, if you folks have 1200 queues, I suspect you'll get a LOT of utility out of upgrading to a more recent server with more RAM than a $200 netbook. From jesse at bestpractical.com Wed Nov 25 12:17:34 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 25 Nov 2009 12:17:34 -0500 Subject: [rt-users] FW: Long Lines on ticket display page In-Reply-To: References: Message-ID: <20091125171734.GT9333@bestpractical.com> On Wed, Nov 25, 2009 at 09:10:30AM -0800, Potla, Ashish Bassaliel wrote: > Sorry about that . It is 3.8.2 (mod_perl2) on a sun solaris machine with an Oracle Db. > We've definitely made wrapping improvements in the past couple point releases. And one since that last release: commit 4eb846f4b7da66940f6bc479a0367d226969e99d Author: Jesse Vincent Date: Fri Oct 30 14:54:21 2009 -0400 RT was accidentally injecting too many newlines when rendering plaintext messages without 
.
    
    This commit fixes the regex.

diff --git a/share/html/Ticket/Elements/ShowMessageStanza b/share/html/Ticket/Elements/ShowMessageStanza
index e9b57bb..0d4fe61 100755
--- a/share/html/Ticket/Elements/ShowMessageStanza
+++ b/share/html/Ticket/Elements/ShowMessageStanza
@@ -98,7 +98,7 @@ my $print_content = sub {
     $m->callback( content => $ref, %ARGS );
     $m->comp('/Elements/MakeClicky', content => $ref, ticket => $ticket, %ARGS);
     unless ( $plain_text_pre || $plain_text_mono ) {
-        $$ref =~ s{(?=\r*\n)}{
}g if defined $$ref;
+        $$ref =~ s{(\r?\n)}{
}g if defined $$ref;
     }
     $m->out( $$ref );
 };




From falcone at bestpractical.com  Wed Nov 25 13:47:52 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 25 Nov 2009 13:47:52 -0500
Subject: [rt-users] 'bin/rt' CLI, creating ticket with Owner
In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB3E1E9D2D30@off-win2003-01.ausregistrygroup.local>
References: <8CEF048B9EC83748B1517DC64EA130FB3E1E9D2D30@off-win2003-01.ausregistrygroup.local>
Message-ID: <20091125184752.GE80837@jibsheet.com>

On Mon, Nov 16, 2009 at 10:51:39AM +1100, Stuart Browne wrote:
> I'm trying to get the CLI 'rt' tool to create a ticket with a specified owner.
> 
> I'm trying:
> 
> 	/opt/rt3/bin/rt create -t ticket set status=new owner="stuart.browne at ausregistry.com.au"  subject="`date +'General Tasks %Y%m - %W'`" queue="au Maintenance" text="Auto-created weekly general tasks ticket." priority=1
> 
> Sadly, this is setting everything else other than the owner perfectly correctly.
> 
> I've tried setting the RTUSER with SuperUser as a last-effort, to no avail.
> 
> Is there any way (short of writing the create routine myself using the API) to set the owner at ticket creation time?

Using a username instead of an email address works fine here

-kevin
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From mahini at apple.com  Wed Nov 25 14:07:16 2009
From: mahini at apple.com (Behzad Mahini)
Date: Wed, 25 Nov 2009 11:07:16 -0800
Subject: [rt-users] rt CLI Failing -- 401 Credentials Required
Message-ID: <5559A176-DE93-454C-BCDD-4AA2414C3814@apple.com>

I am trying to use 'rt' CLI, but I fail to get any results back from  
RT at the command line (No matches found). Following is a short  
version of what I get back in reply to "rt list"

Status !='resolved' and Owner='some_user' and (Queue='xyz1' or  
queue='xyz2')
--xYzZY--
HTTP/1.1 200 OK
Connection: close
Date: Wed, 25 Nov 2009 18:43:32 GMT
........
..........
RT/3.8.4 401 Credentials required
No matches found

I also have all my env variables set (i.e., RTUSER, RTPASSWD,  
RTEXTERNALAUTH=1, RTSERVER, RTDEBUG=3). I can access RT through web  
SSL connections, and rt-mailgate fine.


I would appreciate any help.

Thanks,
Behzad



From nesius at gmail.com  Wed Nov 25 14:52:27 2009
From: nesius at gmail.com (Robert Nesius)
Date: Wed, 25 Nov 2009 13:52:27 -0600
Subject: [rt-users] Lots of new lines....
Message-ID: 

In testing email interactions with RT, I'm observing the following behavior
with 3.8.6:

Original message:
> Testing html-ized mail
>
> -Rob

What I see coming back from RT....
---- begin ----

Testing html-ized mail.













-Rob
















---- end ----

Actually - I'm observing this with plaintext messages too. :(
-Rob
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From nesius at gmail.com  Wed Nov 25 14:30:38 2009
From: nesius at gmail.com (Robert Nesius)
Date: Wed, 25 Nov 2009 13:30:38 -0600
Subject: [rt-users] Pruning email responses
Message-ID: 

The environment I'm about to roll out RT into is pretty much 100%
Outlook/Exchange.  Something I'm noticing is that when I respond to a ticket
via email, not only is my response included, but the entire thread
underneath it.  I'd like to RT to drop everything beginning from the pattern
of:

/^----- Original Message ----- .*/


  I'm having a hard time tracking down where exactly to do this trimming...
I figured out rt-mailgate is just feeding a parsed mime object to the
server, so somewhere in the server code that handles responses I'd need to
prune that.   I can't imagine I'm the first person to want this, but I can't
find an extension or config option.  Can someone point me in the right
direction - either to the correct area in the source to consider, or to docs
about config options I'm missed?

Thanks in advance.

-Rob
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From Mike.Johnson at NorMed.ca  Wed Nov 25 15:13:30 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 25 Nov 2009 15:13:30 -0500
Subject: [rt-users] Pruning email responses
In-Reply-To: 
References: 
Message-ID: <4B0D4971.4EF5.001E.0@NorMed.ca>

This isn't exactly what you are wanting, but a suitable workaround, and is actually what I believe to be RT's intent.
 
There are 2 ways to initiate a communication out of RT to an end user.  What I like to call Global reply button, and Inline reply button.
 
Global reply button, located at the very top of the page when displaying a ticket, just opens the comment form with a blank text area(unless you have a signature it is including).
 
Inline reply button, located beside each transaction within the history of the ticket, opens up the comment form with the transaction associated to the reply button you clicked copied into the message area.
 
The reasoning behind this(I believe) is so that you can specifically reference a transaction(typically a previous communication from the customer) when replying OR asking something new of the customer related to the ticket itself.
 
Now, out-of-the-box, RT doesn't allow you to control what is being pulled into the ticket from the external actions(customer replying to your correspondence).  But, if you are controlling what is going out, that will "somewhat" control what the customer will reply back with.  If you teach your RT users to use the 2 different ways of replying, it can save you the hassle of having to strip old messages.
 
The reasoning behind the 2 replies can also be applied to how the customer would reply to RT as well.  Most customers will simply hit reply, which will include what they are replying about...

Should for whatever reason that customer's reply be related to a previous communication... it will be included in their reply... I personally wouldn't want to strip that out, it provides context to their communication.
 
Again, just my personal opinions above, but I think it makes a solid case for not having to do any customization to RT...
 
Good Luck!
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Robert Nesius  25/11/2009 2:30 pm >>>

The environment I'm about to roll out RT into is pretty much 100% Outlook/Exchange. Something I'm noticing is that when I respond to a ticket via email, not only is my response included, but the entire thread underneath it. I'd like to RT to drop everything beginning from the pattern of: 

/^----- Original Message ----- .*/


I'm having a hard time tracking down where exactly to do this trimming... I figured out rt-mailgate is just feeding a parsed mime object to the server, so somewhere in the server code that handles responses I'd need to prune that. I can't imagine I'm the first person to want this, but I can't find an extension or config option. Can someone point me in the right direction - either to the correct area in the source to consider, or to docs about config options I'm missed? 

Thanks in advance. 

-Rob

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From pjaramillo at kcp.com  Wed Nov 25 15:25:57 2009
From: pjaramillo at kcp.com (pjaramillo at kcp.com)
Date: Wed, 25 Nov 2009 14:25:57 -0600
Subject: [rt-users] Prevent Subject Lines Starting with RE: or Re: from
 creating tickets
In-Reply-To: <20091125162629.GC10107@bestpractical.com>
References: 
	<20091125162629.GC10107@bestpractical.com>
Message-ID: 

Thanks. After some googling, I implemented the following in my sendmail.cf 
to silently discard the subject lines of my choice with out sending an 
annoying reply message

LOCAL_RULESETS
F{FullSubjects} -o /etc/mail/subjects_full
F{PartSubjects} -o /etc/mail/subjects_part
HSubject:       $>CheckSubject

SCheckSubject
R$={FullSubjects}$*     $: REJECTSUBJECT
R$* $={PartSubjects} $* $: REJECTSUBJECT
R$* REJECTSUBJECT $*    $#discard       $: discard

Thanks,
Paul J



From:
Jesse Vincent 
To:
pjaramillo at kcp.com
Cc:
rt-users at lists.bestpractical.com
Date:
11/25/2009 10:26 AM
Subject:
Re: [rt-users] Prevent Subject Lines Starting with RE: or Re: from 
creating tickets






On Wed 25.Nov'09 at  9:42:52 -0600, pjaramillo at kcp.com wrote:
> I won't to stop any emails with the Subject line of RE:  or 
Re: 
>  from creating tickets?
> Is this something that can be done with sendmail or rtmailgate, while 
> still retaining the ability for users to create tickets via email?

I'd probably just use procmail for that myself.

> 
> Thanks,
> Paul J
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
[attachment "signature.asc" deleted by Paul Jaramillo/KCP] 




From nesius at gmail.com  Wed Nov 25 15:37:52 2009
From: nesius at gmail.com (Robert Nesius)
Date: Wed, 25 Nov 2009 14:37:52 -0600
Subject: [rt-users] Pruning email responses
In-Reply-To: <4B0D4971.4EF5.001E.0@NorMed.ca>
References: 
	<4B0D4971.4EF5.001E.0@NorMed.ca>
Message-ID: 

Thanks very much, Mike.

My experience with ticket systems in the past is a bit different from RT,
and your post illuminated that more clearly.   The work flow i've used in
the past is:

Customer -> Support  - Help
Support -> Customer  - clarifying question (which creates an email)
customer -> support - response (via email)
support -> customer - another question or detail (via email)

During these interactions happening in email, the ticket system is CC'd and
silently logs each new iteration into the ticket history, from which the
entire history can be replayed.  Additionally, the ticket system always
displayed all past interactions underneath the new data... so it could be
referenced if necessary.

I see now more clearly RT isn't quite intended to work that way and that the
intent is for ticket owners to really use the web application as the
interface versus email.  I think that's a paradigm shift I can make.  I'm
not sure I like it, but I think that feeling of discomfort stems from a lack
of experience, and over time I may even like RT's approach better.

Thanks again for your very articulate and illuminating response.

-Rob


On Wed, Nov 25, 2009 at 2:13 PM, Mike Johnson wrote:

>  This isn't exactly what you are wanting, but a suitable workaround, and
> is actually what I believe to be RT's intent.
>
> There are 2 ways to initiate a communication out of RT to an end user.
> What I like to call Global reply button, and Inline reply button.
>
> Global reply button, located at the very top of the page when displaying a
> ticket, just opens the comment form with a blank text area(unless you have a
> signature it is including).
>
> Inline reply button, located beside each transaction within the history of
> the ticket, opens up the comment form with the transaction associated to the
> reply button you clicked copied into the message area.
>
> The reasoning behind this(I believe) is so that you can specifically
> reference a transaction(typically a previous communication from the
> customer) when replying OR asking something new of the customer related to
> the ticket itself.
>
> Now, out-of-the-box, RT doesn't allow you to control what is being pulled
> into the ticket from the external actions(customer replying to your
> correspondence).  But, if you are controlling what is going out, that will
> "somewhat" control what the customer will reply back with.  If you teach
> your RT users to use the 2 different ways of replying, it can save you the
> hassle of having to strip old messages.
>
> The reasoning behind the 2 replies can also be applied to how the customer
> would reply to RT as well.  Most customers will simply hit reply, which will
> include what they are replying about...
>
> Should for whatever reason that customer's reply be related to a previous
> communication... it will be included in their reply... I personally wouldn't
> want to strip that out, it provides context to their communication.
>
> Again, just my personal opinions above, but I think it makes a solid case
> for not having to do any customization to RT...
>
> Good Luck!
>
>
>  Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: 807.766.7331
> Email: mike.johnson at normed.ca
> Technology assistance: email nosmhelpdesk at normed.ca
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat
> holidays:
> Off campus toll free 1-800-461-8777, option 8, or locally either
> (705)-662-7120 or (807)-766-7500
>
>
> >>> Robert Nesius  25/11/2009 2:30 pm >>>
>
>
> The environment I'm about to roll out RT into is pretty much 100%
> Outlook/Exchange. Something I'm noticing is that when I respond to a ticket
> via email, not only is my response included, but the entire thread
> underneath it. I'd like to RT to drop everything beginning from the pattern
> of:
>
> /^----- Original Message ----- .*/
>
>
> I'm having a hard time tracking down where exactly to do this trimming... I
> figured out rt-mailgate is just feeding a parsed mime object to the server,
> so somewhere in the server code that handles responses I'd need to prune
> that. I can't imagine I'm the first person to want this, but I can't find an
> extension or config option. Can someone point me in the right direction -
> either to the correct area in the source to consider, or to docs about
> config options I'm missed?
>
> Thanks in advance.
>
> -Rob
>
>
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From falcone at bestpractical.com  Wed Nov 25 15:42:10 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 25 Nov 2009 15:42:10 -0500
Subject: [rt-users] Pruning email responses
In-Reply-To: 
References: 
	<4B0D4971.4EF5.001E.0@NorMed.ca>
	
Message-ID: <20091125204210.GA89219@jibsheet.com>

On Wed, Nov 25, 2009 at 02:37:52PM -0600, Robert Nesius wrote:
> 
>    I see now more clearly RT isn't quite intended to work that way and that the intent is for
>    ticket owners to really use the web application as the interface versus email. I think that's
>    a paradigm shift I can make. I'm not sure I like it, but I think that feeling of discomfort
>    stems from a lack of experience, and over time I may even like RT's approach better.

I actually do almost all of my interacting with RT via my inbox.
But, I trim email messages before replying.

-kevin
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From mrathbone at sagonet.com  Wed Nov 25 15:57:09 2009
From: mrathbone at sagonet.com (Maxwell A. Rathbone)
Date: Wed, 25 Nov 2009 15:57:09 -0500
Subject: [rt-users] Pruning email responses
In-Reply-To: 
References: 	<4B0D4971.4EF5.001E.0@NorMed.ca>
	
Message-ID: <4B0D9A25.3080604@sagonet.com>

Robert,

To confuse things even farther, RT can be installed with Incident 
Tracker (RT::IR) that extend's RT's functionality. The company I work 
for uses it to process incoming abuse tickets. The work flow for that 
looks roughly like this:

(In this example, I'll use an incoming Spamcop message as the example)

SpamCop -> RT Incident Reports Queue -> Support Rep via Web -> Outbound 
Investigation Ticket to our Customer
*Customer Fixes Issue causing Abuse*
Customer Replies Via Email To Investigation Ticket -> Support Rep via Web
Support Rep via Web responds back to original Incident Report, and 
Investigation tickets and then closes all of them at once.

One of the great features about RT::IR is it's ability to link the 
different tickets together. So the incoming ticket from the abuse 
reporter is linked to an incident ticket(that can be linked to RTFM 
articles and other tickets), which is then linked to an outbound 
investigation ticket to our customer.

I send this just to demonstrate that RT is very powerful and can be set 
up MANY different ways. Just takes time tweaking it to work the way you 
want.

Max


Robert Nesius wrote:
> Thanks very much, Mike. 
>
> My experience with ticket systems in the past is a bit different from 
> RT, and your post illuminated that more clearly.   The work flow i've 
> used in the past is:
>
> Customer -> Support  - Help
> Support -> Customer  - clarifying question (which creates an email)
> customer -> support - response (via email)
> support -> customer - another question or detail (via email)
>
> During these interactions happening in email, the ticket system is 
> CC'd and silently logs each new iteration into the ticket history, 
> from which the entire history can be replayed.  Additionally, the 
> ticket system always displayed all past interactions underneath the 
> new data... so it could be referenced if necessary.
>
> I see now more clearly RT isn't quite intended to work that way and 
> that the intent is for ticket owners to really use the web application 
> as the interface versus email.  I think that's a paradigm shift I can 
> make.  I'm not sure I like it, but I think that feeling of discomfort 
> stems from a lack of experience, and over time I may even like RT's 
> approach better.
>
> Thanks again for your very articulate and illuminating response.
>
> -Rob
>
>
> On Wed, Nov 25, 2009 at 2:13 PM, Mike Johnson  > wrote:
>
>     This isn't exactly what you are wanting, but a suitable
>     workaround, and is actually what I believe to be RT's intent.
>      
>     There are 2 ways to initiate a communication out of RT to an end
>     user.  What I like to call Global reply button, and Inline reply
>     button.
>      
>     Global reply button, located at the very top of the page when
>     displaying a ticket, just opens the comment form with a blank text
>     area(unless you have a signature it is including).
>      
>     Inline reply button, located beside each transaction within the
>     history of the ticket, opens up the comment form with the
>     transaction associated to the reply button you clicked copied into
>     the message area.
>      
>     The reasoning behind this(I believe) is so that you can
>     specifically reference a transaction(typically a previous
>     communication from the customer) when replying OR asking something
>     new of the customer related to the ticket itself.
>      
>     Now, out-of-the-box, RT doesn't allow you to control what is being
>     pulled into the ticket from the external actions(customer replying
>     to your correspondence).  But, if you are controlling what is
>     going out, that will "somewhat" control what the customer will
>     reply back with.  If you teach your RT users to use the 2
>     different ways of replying, it can save you the hassle of having
>     to strip old messages.
>      
>     The reasoning behind the 2 replies can also be applied to how the
>     customer would reply to RT as well.  Most customers will simply
>     hit reply, which will include what they are replying about...
>
>     Should for whatever reason that customer's reply be related to a
>     previous communication... it will be included in their reply... I
>     personally wouldn't want to strip that out, it provides context to
>     their communication.
>      
>     Again, just my personal opinions above, but I think it makes a
>     solid case for not having to do any customization to RT...
>      
>     Good Luck!
>      
>      
>     Mike Johnson
>     Datatel Programmer/Analyst
>     Northern Ontario School of Medicine
>     955 Oliver Road
>     Thunder Bay, ON   P7B 5E1
>     Phone: 807.766.7331
>     Email: mike.johnson at normed.ca 
>     Technology assistance: email nosmhelpdesk at normed.ca
>     
>     Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding
>     stat holidays:
>     Off campus toll free 1-800-461-8777, option 8, or locally either
>     (705)-662-7120 or (807)-766-7500
>
>
>     >>> Robert Nesius >
>     25/11/2009 2:30 pm >>>
>
>
>     The environment I'm about to roll out RT into is pretty much 100%
>     Outlook/Exchange. Something I'm noticing is that when I respond to
>     a ticket via email, not only is my response included, but the
>     entire thread underneath it. I'd like to RT to drop everything
>     beginning from the pattern of:
>
>     /^----- Original Message ----- .*/
>
>
>     I'm having a hard time tracking down where exactly to do this
>     trimming... I figured out rt-mailgate is just feeding a parsed
>     mime object to the server, so somewhere in the server code that
>     handles responses I'd need to prune that. I can't imagine I'm the
>     first person to want this, but I can't find an extension or config
>     option. Can someone point me in the right direction - either to
>     the correct area in the source to consider, or to docs about
>     config options I'm missed?
>
>     Thanks in advance.
>
>     -Rob
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Mike.Johnson at NorMed.ca  Wed Nov 25 15:55:49 2009
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 25 Nov 2009 15:55:49 -0500
Subject: [rt-users] Pruning email responses
In-Reply-To: 
References: 
	<4B0D4971.4EF5.001E.0@NorMed.ca>
	
Message-ID: <4B0D535C.4EF5.001E.0@NorMed.ca>

HI Robert,
 
You can interact through email as well, but it's a learning curve that your crew must go through.  They need to know that RT will take whatever it is getting and log it in the history.
 
As the ticket owner, instead of using RT's 2 methods of replying, you can mimic that through your email itself.  I've used a few different clients in my day, and all of them have had the option to reply with either including or not including the previous message.
 
This would essentially get you what you were looking for without having to be in RT itself.
 
The point of logging into RT itself is valid, and I've heard it many times throughout my organization whenever we bring new users on, and I actually explain what I did in the previous email, with both options(manually doing it through email, or doing it through the interface).  Typically, my users have chose to adopt the interface... but that isn't always the case :D
 
Good luck, and glad I could be of some help!
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Robert Nesius  25/11/2009 3:37 pm >>>
Thanks very much, Mike. 

My experience with ticket systems in the past is a bit different from RT, and your post illuminated that more clearly. The work flow i've used in the past is: 

Customer -> Support - Help 
Support -> Customer - clarifying question (which creates an email) 
customer -> support - response (via email) 
support -> customer - another question or detail (via email) 

During these interactions happening in email, the ticket system is CC'd and silently logs each new iteration into the ticket history, from which the entire history can be replayed. Additionally, the ticket system always displayed all past interactions underneath the new data... so it could be referenced if necessary. 

I see now more clearly RT isn't quite intended to work that way and that the intent is for ticket owners to really use the web application as the interface versus email. I think that's a paradigm shift I can make. I'm not sure I like it, but I think that feeling of discomfort stems from a lack of experience, and over time I may even like RT's approach better. 

Thanks again for your very articulate and illuminating response. 

-Rob


On Wed, Nov 25, 2009 at 2:13 PM, Mike Johnson  wrote:


This isn't exactly what you are wanting, but a suitable workaround, and is actually what I believe to be RT's intent.
There are 2 ways to initiate a communication out of RT to an end user. What I like to call Global reply button, and Inline reply button.
Global reply button, located at the very top of the page when displaying a ticket, just opens the comment form with a blank text area(unless you have a signature it is including).
Inline reply button, located beside each transaction within the history of the ticket, opens up the comment form with the transaction associated to the reply button you clicked copied into the message area.
The reasoning behind this(I believe) is so that you can specifically reference a transaction(typically a previous communication from the customer) when replying OR asking something new of the customer related to the ticket itself.
Now, out-of-the-box, RT doesn't allow you to control what is being pulled into the ticket from the external actions(customer replying to your correspondence). But, if you are controlling what is going out, that will "somewhat" control what the customer will reply back with. If you teach your RT users to use the 2 different ways of replying, it can save you the hassle of having to strip old messages.
The reasoning behind the 2 replies can also be applied to how the customer would reply to RT as well. Most customers will simply hit reply, which will include what they are replying about...

Should for whatever reason that customer's reply be related to a previous communication... it will be included in their reply... I personally wouldn't want to strip that out, it provides context to their communication.
Again, just my personal opinions above, but I think it makes a solid case for not having to do any customization to RT...
Good Luck!
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Robert Nesius  25/11/2009 2:30 pm >>>


The environment I'm about to roll out RT into is pretty much 100% Outlook/Exchange. Something I'm noticing is that when I respond to a ticket via email, not only is my response included, but the entire thread underneath it. I'd like to RT to drop everything beginning from the pattern of: 

/^----- Original Message ----- .*/


I'm having a hard time tracking down where exactly to do this trimming... I figured out rt-mailgate is just feeding a parsed mime object to the server, so somewhere in the server code that handles responses I'd need to prune that. I can't imagine I'm the first person to want this, but I can't find an extension or config option. Can someone point me in the right direction - either to the correct area in the source to consider, or to docs about config options I'm missed? 

Thanks in advance. 

-Rob



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From toml at bitstatement.net  Wed Nov 25 16:24:09 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 25 Nov 2009 13:24:09 -0800
Subject: [rt-users] Is SQLite no longer supported?
In-Reply-To: <9bbcef730911250729nfb217d6mae53ccd070630cc@mail.gmail.com>
References: <519782dc0911231933t575b856cu9c34cc80bbba90ac@mail.gmail.com>
	<20091124033536.GI9333@bestpractical.com>
	<519782dc0911231937y3297eef3heaa7bd3bb95fdb67@mail.gmail.com>
	<9bbcef730911241502m4eb07162sbe6e43628ed8925d@mail.gmail.com>
	<4B0C7249.1030605@bitstatement.net>
	<8CEF048B9EC83748B1517DC64EA130FB3E1E9D3993@off-win2003-01.ausregistrygroup.local>
	<4B0C74AC.9020601@bitstatement.net>
	<9bbcef730911250729nfb217d6mae53ccd070630cc@mail.gmail.com>
Message-ID: <4B0DA079.3090702@bitstatement.net>

> In defence of SQLite (not that I'm especially cheering for it), it
> actually is ACID compliant (http://www.sqlite.org/transactional.html,
> http://www.sqlite.org/atomiccommit.html) and concurreny issues only
> affect writers (readers are fully concurrent;
> http://www.sqlite.org/lockingv3.html,
> http://www.sqlite.org/faq.html#q6), so my question really was more
> directed to real-world experiences with rt3 and SQLite rather than
> rumours :)

It wasn't the last time I looked at it.  I still wonder about 
transaction isolation levels, but as long as RT doesn't use BEGIN, 
COMMIT or ROLLBACK, I guess that doesn't matter much.

-- 
--
   Tom Lahti, SCMDBA, LPIC-1
   BIT LLC
   (425)251-0833 x 117
   http://www.bitstatement.net/
--


From Umashankar.Pandurangan at ip-soft.net  Wed Nov 25 22:30:17 2009
From: Umashankar.Pandurangan at ip-soft.net (Umasankar Pandurangan)
Date: Thu, 26 Nov 2009 09:00:17 +0530
Subject: [rt-users] QuickSearch Too Slow - rt-3.6.0
Message-ID: <20F44C9FE5C33F4F94F2F64F88ED1DA98DB1B7EB8E@blr-exmb-01.ip-soft.net>

Thanks, Jesse. 

Just wanted to check if there are any ways to optimize it that I am not aware of.

Indeed, we are planning to migrate it to a dual quad core, 4GB RAM server soon. I will also upgrade RT to the most recent version then. 

----- Original Message -----
From: Jesse Vincent 
To: Umasankar Pandurangan
Cc: rt-users at lists.bestpractical.com 
Sent: Wed Nov 25 22:42:06 2009
Subject: Re: [rt-users] QuickSearch Too Slow - rt-3.6.0




On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote:
> Hi,
> 
>  
> 
> I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on a Pentium server with 1GB of RAM. This RT instance is hosting two business
> applications and there are close to 1200 queues on it.

RT 3.6.0 is over 3 years old. We've made many, many performance
improvements in the sixteen releases since then. Coming up to a recent RT
is the right first step.  Additionally, if you folks have 1200 queues,
I suspect you'll get a LOT of utility out of upgrading to a more recent
server with more RAM than a $200 netbook.






From JoopvandeWege at mococo.nl  Thu Nov 26 03:03:39 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Thu, 26 Nov 2009 09:03:39 +0100
Subject: [rt-users] QuickSearch Too Slow - rt-3.6.0
In-Reply-To: <20F44C9FE5C33F4F94F2F64F88ED1DA98DB1B7EB8E@blr-exmb-01.ip-soft.net>
References: <20F44C9FE5C33F4F94F2F64F88ED1DA98DB1B7EB8E@blr-exmb-01.ip-soft.net>
Message-ID: <4B0E365B.8090300@mococo.nl>

Umasankar Pandurangan wrote:
> Just wanted to check if there are any ways to optimize it that I am not aware of.
>
> Indeed, we are planning to migrate it to a dual quad core, 4GB RAM server soon. I will also upgrade RT to the most recent version then. 
>
> On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote:
>   
>> Hi,
>>
>>  
>>
>> I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on a Pentium server with 1GB of RAM. This RT instance is hosting two business
>> applications and there are close to 1200 queues on it.
>>     

Depending on how 'soon' is you might have your DBA have a look at the 
queries logged in the SGA to see if there are any that can be optimised 
by using an additional index. I'm on Oracle10g and came from 9i and know 
from experience that the optimiser in those versions got a good overhaul 
which helped RT quite a bit. Keep in mind though that QuickSearch is 
doing lots and lots of small queries so don't be surprised that your 10x 
faster machine only displays this widget 2x faster.

Regards,

Joop

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From Umashankar.Pandurangan at ip-soft.net  Thu Nov 26 03:19:11 2009
From: Umashankar.Pandurangan at ip-soft.net (Umasankar Pandurangan)
Date: Thu, 26 Nov 2009 13:49:11 +0530
Subject: [rt-users] QuickSearch Too Slow - rt-3.6.0
Message-ID: <20F44C9FE5C33F4F94F2F64F88ED1DA98DB1B7EB92@blr-exmb-01.ip-soft.net>

Thanks for sharing your experience. It is quite insightful.

Will talk to the DBA about it.

Regards

Umasankar

________________________________
From: Joop 
To: Umasankar Pandurangan
Cc: 'rt-users at lists.bestpractical.com' 
Sent: Thu Nov 26 13:33:39 2009
Subject: Re: [rt-users] QuickSearch Too Slow - rt-3.6.0

Umasankar Pandurangan wrote:


Just wanted to check if there are any ways to optimize it that I am not aware of.

Indeed, we are planning to migrate it to a dual quad core, 4GB RAM server soon. I will also upgrade RT to the most recent version then.

On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote:


Hi,



I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on a Pentium server with 1GB of RAM. This RT instance is hosting two business
applications and there are close to 1200 queues on it.


Depending on how 'soon' is you might have your DBA have a look at the queries logged in the SGA to see if there are any that can be optimised by using an additional index. I'm on Oracle10g and came from 9i and know from experience that the optimiser in those versions got a good overhaul which helped RT quite a bit. Keep in mind though that QuickSearch is doing lots and lots of small queries so don't be surprised that your 10x faster machine only displays this widget 2x faster.

Regards,

Joop

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From sven.sternberger at desy.de  Thu Nov 26 05:15:38 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Thu, 26 Nov 2009 11:15:38 +0100
Subject: [rt-users] Problems with RT::BugTracker::Public
Message-ID: <1259230538.2539.11.camel@zitpcx6759>

Hello!

I today installed RT::BugTracker::Public on my
RT3.8.6 machine on Linux (Ubuntu 8.10)
The rt3.8.6 comes from the bp tarball.

After installing the module I get

"Can't use an undefined value as a HASH reference
at /opt/rt3/share/html/Elements/Header line 144."

in the RT_SiteConfig I have:
Set($WebNoAuthRegex, qr!^(?:/+NoAuth/|
                            /+Public/|
                            /+REST/\d+\.\d+/NoAuth/)!x );

Set($WebPublicUser, 'public');

best regards!

sven



From d.glover1 at physics.ox.ac.uk  Thu Nov 26 05:04:06 2009
From: d.glover1 at physics.ox.ac.uk (David X. Glover)
Date: Thu, 26 Nov 2009 10:04:06 +0000
Subject: [rt-users] Migrating from SQLite to MySQL
Message-ID: 

Hello,

We've been running a test RT server using SQLite, and we'd now like to migrate the data in it to MySQL, in order to move the system to a production environment.

I dumped the contents of the SQLite database into a file using ".dump", but I'm having problems importing it into MySQL. Specifically, I get the following error:

# mysql -p rt < rt.sql 
Enter password: 
ERROR 1064 (42000) at line 1: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'TRANSACTION' at line 1

Lines 1 and 2 of the file look like this:
BEGIN TRANSACTION;
CREATE TABLE Attachments (

Do SQLite and MySQL speak "different" versions of SQL? Is there a tool to convert a dumped database to be MySQL compatible?

Thanks.

From dominic.hargreaves at oucs.ox.ac.uk  Thu Nov 26 06:22:28 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 26 Nov 2009 11:22:28 +0000
Subject: [rt-users] Migrating from SQLite to MySQL
In-Reply-To: 
References: 
Message-ID: <20091126112228.GC3642@gunboat-diplomat.oucs.ox.ac.uk>

On Thu, Nov 26, 2009 at 10:04:06AM +0000, David X. Glover wrote:
> We've been running a test RT server using SQLite, and we'd now like to migrate the data in it to MySQL, in order to move the system to a production environment.
> 
> I dumped the contents of the SQLite database into a file using ".dump", but I'm having problems importing it into MySQL. Specifically, I get the following error:
> 
> # mysql -p rt < rt.sql 
> Enter password: 
> ERROR 1064 (42000) at line 1: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'TRANSACTION' at line 1
> 
> Lines 1 and 2 of the file look like this:
> BEGIN TRANSACTION;
> CREATE TABLE Attachments (
> 
> Do SQLite and MySQL speak "different" versions of SQL? Is there a tool to convert a dumped database to be MySQL compatible?

Offhand, I can't remember the exact differences, but either you could
look at something like

http://sqlfairy.sourceforge.net/

or just write a little filter to tweak things yourself (eg you could
start by removing the "BEGIN TRANSACTION" and corresponding "COMMIT.."
lines from the dump), then see what else breaks.

The thing that you'll need to pay most attention to is probably
getting the index definitions right. It would probably be a good
idea to compare the final result with a fresh database as generated
by rt-setup-database.

[I guess the MySQL-based RT installation that I was responsible for
in Astrophysics is no more, hmm? :)]

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From Richard at widexs.nl  Thu Nov 26 08:32:21 2009
From: Richard at widexs.nl (Richard Pijnenburg)
Date: Thu, 26 Nov 2009 14:32:21 +0100
Subject: [rt-users] RTFM
Message-ID: <87458E9581E41E4F8FFD6062007408560469495B@mail01.widexs.local>

Hi all,

 

I've installed RTFM and I want to create an article then I don't get a
input field for the content.

All I can fill in is:

 

-          Name

-          Summary

-          Class

-          Refers to

-          Referred to by

-          Topics

 

Is this a bug in RTFM?

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 



 

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From JoopvandeWege at mococo.nl  Thu Nov 26 09:00:29 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Thu, 26 Nov 2009 15:00:29 +0100
Subject: [rt-users] RTFM
In-Reply-To: <87458E9581E41E4F8FFD6062007408560469495B@mail01.widexs.local>
References: <87458E9581E41E4F8FFD6062007408560469495B@mail01.widexs.local>
Message-ID: <4B0E89FD.2040806@mococo.nl>

Richard Pijnenburg wrote:
>
> Hi all,
>
>  
>
> I've installed RTFM and I want to create an article then I don't get a 
> input field for the content.
>
> All I can fill in is:
>
>  
>
> -          Name
>
> -          Summary
>
> -          Class
>
> -          Refers to
>
> -          Referred to by
>
> -          Topics
>
>  
>
> Is this a bug in RTFM?
>
>  
>
I assume you have defined one or more CustomFields which are RTFM 
customfields and not RT CF's?
Further your logged in user has rights to these CustomFields?

Regards,

Joop

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From Richard at widexs.nl  Thu Nov 26 09:05:27 2009
From: Richard at widexs.nl (Richard Pijnenburg)
Date: Thu, 26 Nov 2009 15:05:27 +0100
Subject: [rt-users] RTFM
In-Reply-To: <4B0E89FD.2040806@mococo.nl>
References: <87458E9581E41E4F8FFD6062007408560469495B@mail01.widexs.local>
	<4B0E89FD.2040806@mococo.nl>
Message-ID: <87458E9581E41E4F8FFD6062007408560469496D@mail01.widexs.local>

Hi Joop,

 

I haven't defined any CustomFields.

The Content field is for the text that needs to be included in the RT
ticket when I select it.

The user I'm using has all rights.

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 



 

From: Joop [mailto:JoopvandeWege at mococo.nl] 
Sent: Thursday, November 26, 2009 3:00 PM
To: Richard Pijnenburg
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RTFM

 

Richard Pijnenburg wrote: 

Hi all,

 

I've installed RTFM and I want to create an article then I don't get a
input field for the content.

All I can fill in is:

 

Name

Summary

Class

Refers to

Referred to by

Topics

 

Is this a bug in RTFM?

 

I assume you have defined one or more CustomFields which are RTFM
customfields and not RT CF's?
Further your logged in user has rights to these CustomFields?

Regards,

Joop

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From JoopvandeWege at mococo.nl  Thu Nov 26 09:19:32 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Thu, 26 Nov 2009 15:19:32 +0100
Subject: [rt-users] RTFM
In-Reply-To: <87458E9581E41E4F8FFD6062007408560469496D@mail01.widexs.local>
References: <87458E9581E41E4F8FFD6062007408560469495B@mail01.widexs.local>	<4B0E89FD.2040806@mococo.nl>
	<87458E9581E41E4F8FFD6062007408560469496D@mail01.widexs.local>
Message-ID: <4B0E8E74.2050209@mococo.nl>

Richard Pijnenburg wrote:
>
> Hi Joop,
>
>  
>
> I haven't defined any CustomFields.
>
> The Content field is for the text that needs to be included in the RT 
> ticket when I select it.
>
The Content field is a regular RT CustomField. I use WikiText but you're 
free to use the other types aswell.
Login with enough rights to add CustomFields, goto 
Configuration->CustomFields: Create
Enter a name, description,Type, AppliesTO(RTFM Articles) <---- That is 
what you should select.
After creating it make sure to use 'Applies to'  to add it to one of 
your classes.

Regards,

Joop

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From howard.jones at network-i.net  Thu Nov 26 10:00:12 2009
From: howard.jones at network-i.net (Howard Jones)
Date: Thu, 26 Nov 2009 15:00:12 +0000
Subject: [rt-users] Help! RTX-Shredder eats all my memory...
Message-ID: <4B0E97FC.2000102@network-i.net>

I've been cleaning out my RT 3.6.5 installation of junk, prior to doing
an upgrade to 3.8 (my logic being that I'll need to do some mysql
charset changes, and the less data the better/quicker).

However, after shredding about 150,000 of the 200,000 extra users
(spammers), rtx-shredder has started to eat all my memory:

Mem:   4151192k total,  4125908k used,    25284k free,      136k buffers
Swap:  4095992k total,  1137312k used,  2958680k free,   554128k cached

  PID USER      PR  NI  VIRT  RES  SHR S %CPU %MEM    TIME+  COMMAND
31098 root      15   0 3061m 2.6g 3028 D 61.9 64.6   2:39.05 rtx-shredder

It will actually go through all the swap too, then die.

How can I find out what is causing this? My command-line is:
../rtx-shredder --force --plugin
"Users=status,enabled;no_tickets,true;limit,100;replace_relations,nobody"

Presumably either something is getting confused and looping, or I have
something left over from a large mail loop at some stage. I did end up
setting DependenciesLimit up to >10000 at one stage while shredding
tickets... (it's now down to 2000).

If I leave it for a while (days/weeks) then start again, then it will
shred for a few thousand then do it again. That leads me to believe it's
a particular user that is causing the problem.

Has anyone else hit this? Unfortunately, the system in question is a
32-bit OS, so 4GB is the limit of the physical memory. I guess I can add
more swap, but I get the impression that this will just grow and grow.

Thanks in advance for any pointers,

Howie


From d.glover1 at physics.ox.ac.uk  Thu Nov 26 10:38:53 2009
From: d.glover1 at physics.ox.ac.uk (David X. Glover)
Date: Thu, 26 Nov 2009 15:38:53 +0000
Subject: [rt-users] Migrating from SQLite to MySQL
In-Reply-To: <20091126112228.GC3642@gunboat-diplomat.oucs.ox.ac.uk>
References: 
	<20091126112228.GC3642@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <208A32F0-2E05-4F14-B21C-2075CC270103@physics.ox.ac.uk>

On 26 Nov 2009, at 11:22, Dominic Hargreaves wrote:

> or just write a little filter to tweak things yourself (eg you could
> start by removing the "BEGIN TRANSACTION" and corresponding "COMMIT.."
> lines from the dump), then see what else breaks.

In the end, that's what we did. So, for anyone else who wants to do this:

1. Dump the SQLite database with the ".dump" command.
2. Run the script through the Python script will I'll paste below.
3. Run "rt-setup-database --action init" on the new server. (To create things like the Sessions table, which don't exist when you're using SQLite.)
4. Run the processed script through mysql.
5. Done.

Note that our script may not work with databases other than RT databases, because we took a couple of shortcuts.

Script follows:

#!/usr/bin/env python

import re
import fileinput
import sys

def this_line_is_useless(line):
    useless_es = [
        'BEGIN TRANSACTION',
        'COMMIT',
        'sqlite_sequence',
        'CREATE UNIQUE INDEX',            
        ]
    for useless in useless_es:
        if re.search(useless, line):
                        return True

def has_primary_key(line):
    return bool(re.search(r'PRIMARY KEY', line))

searching_for_end = False
for line in fileinput.input():
    if this_line_is_useless(line): continue

    # this line was necessary because ''); was getting
    # converted (inappropriately) to \');
    if re.match(r".*, ''\);", line):
        line = re.sub(r"''\);", r'``);', line)

    if re.match(r'^CREATE TABLE.*', line):
        searching_for_end = True

    m = re.search('CREATE TABLE ([a-zA-Z_]+) ', line)
    if m:
        (name,) = m.groups()
        sys.stderr.write('creating table %s\n'%name)
        line = "DROP TABLE IF EXISTS %(name)s;\nCREATE TABLE IF NOT EXISTS %(name)s(\n"
        line = line % dict(name=name)
    else:
        m = re.search('INSERT INTO "([a-zA-Z_]*)"(.*)', line)
        if m:
                        line = 'INSERT INTO %s%s\n' % m.groups()
                        line = line.replace('"', r'\"')
                        line = line.replace('"', "'")
    line = re.sub(r"([^'])'t'(.)", "\1THIS_IS_TRUE\2", line)
    line = line.replace('THIS_IS_TRUE', '1')
    line = re.sub(r"([^'])'f'(.)", "\1THIS_IS_FALSE\2", line)
    line = line.replace('THIS_IS_FALSE', '0')

    # Add auto_increment if it's not there since sqlite auto_increments ALL
    # primary keys
    if searching_for_end:
        if re.search(r"integer(?:\s+\w+)*\s*PRIMARY KEY(?:\s+\w+)*\s*,", line):
                line = line.replace("PRIMARY KEY", "PRIMARY KEY AUTO_INCREMENT")
        # replace " and ' with ` because mysql doesn't like quotes in CREATE commands
        if re.search(r'varchar.+DEFAULT', line):
            sys.stderr.write('Not changing ` for DEFAULT string: %s' % line)
        else:
            line = line.replace('"', '`').replace("'", '`')

    # And now we convert it back (see above)
    if re.match(r".*, ``\);", line):
        line = re.sub(r'``\);', r"'');", line)

    if searching_for_end and re.match(r'.*\);', line):
        searching_for_end = False

    if re.match(r"CREATE INDEX", line):
        line = re.sub('"', '`', line)


    print line,




From torben.nehmer at cancom.de  Thu Nov 26 11:07:20 2009
From: torben.nehmer at cancom.de (Nehmer Torben)
Date: Thu, 26 Nov 2009 17:07:20 +0100
Subject: [rt-users] Migrating from RT MySQL to PostgreSQL
Message-ID: 

Hello together,

has anybody ever migrated RT from MySQL to PostgreSQL? Are there any scripts available to accomplish this?

Greetings,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de
www.cancom.de
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Paul Holdschik, Christian Linder
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

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From elacour at easter-eggs.com  Thu Nov 26 11:22:53 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 26 Nov 2009 17:22:53 +0100
Subject: [rt-users] Migrating from RT MySQL to PostgreSQL
In-Reply-To: 
References: 
Message-ID: <20091126162253.GB3549@easter-eggs.com>

On Thu, Nov 26, 2009 at 05:07:20PM +0100, Nehmer Torben wrote:
> Hello together,
> 
> has anybody ever migrated RT from MySQL to PostgreSQL? Are there any scripts available to accomplish this?
> 

you can start here: http://wiki.bestpractical.com/view/MySQLToPg :)

I did it with a slighty modified script to handle some encoding problems
we had with our MySQL DB.


From ruslan.zakirov at gmail.com  Thu Nov 26 11:23:19 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 26 Nov 2009 19:23:19 +0300
Subject: [rt-users] Problems with RT::BugTracker::Public
In-Reply-To: <1259230538.2539.11.camel@zitpcx6759>
References: <1259230538.2539.11.camel@zitpcx6759>
Message-ID: <589c94400911260823o95eee55icda96dca013e6af3@mail.gmail.com>

Hello Sven,

This extension is part of rt.cpan.org with RT-BugTracker and other
things. It runs on RT 3.6 at this moment, but at this moment I port
things over 3.8.

However, it's kinda specific extension and I'm not sure that it will
be suitable for you.

What exactly are you trying to do?

On Thu, Nov 26, 2009 at 1:15 PM, Sven Sternberger
 wrote:
> Hello!
>
> I today installed RT::BugTracker::Public on my
> RT3.8.6 machine on Linux (Ubuntu 8.10)
> The rt3.8.6 comes from the bp tarball.
>
> After installing the module I get
>
> "Can't use an undefined value as a HASH reference
> at /opt/rt3/share/html/Elements/Header line 144."
>
> in the RT_SiteConfig I have:
> Set($WebNoAuthRegex, qr!^(?:/+NoAuth/|
> ? ? ? ? ? ? ? ? ? ? ? ? ? ?/+Public/|
> ? ? ? ? ? ? ? ? ? ? ? ? ? ?/+REST/\d+\.\d+/NoAuth/)!x );
>
> Set($WebPublicUser, 'public');
>
> best regards!
>
> sven
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From aserrau at reilabs.com  Thu Nov 26 11:27:07 2009
From: aserrau at reilabs.com (Alessandra Serrau)
Date: Thu, 26 Nov 2009 17:27:07 +0100
Subject: [rt-users] Change logo
Message-ID: <12df13560911260827k76c002cg518cd94c53754e29@mail.gmail.com>

I would change logo in RT user interface.
I read the instructions in http://wiki.bestpractical.com/view/ChangeLogo
These instruction are not compliant with my RT version (3.8.5) because in
configuration file doesn't exist LogAltText, LogoImageURL, LogoLinkURL
parameters.
I tryed to change the other present parameters, do all necessary changes in
layout.css file and after clean the mason cache, restart webserver, clear
browser cache and reload the user interface.
I'd like use a png image, but I tryed to used also a gif image.
The result is that there is not more the best practical logo, but there is
not my logo, too!

Anybody can help me?

Thank you very much in advance

Alessandra Serrau
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From ruslan.zakirov at gmail.com  Thu Nov 26 11:27:18 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 26 Nov 2009 19:27:18 +0300
Subject: [rt-users] Migrating from RT MySQL to PostgreSQL
In-Reply-To: 
References: 
Message-ID: <589c94400911260827h35c31c41k1c049b93b3f8e492@mail.gmail.com>

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

2009/11/26 Nehmer Torben :
> Hello together,
>
>
>
> has anybody ever migrated RT from MySQL to PostgreSQL? Are there any scripts
> available to accomplish this?
>
>
>
> Greetings,
> Torben Nehmer
>
> -------
> Torben Nehmer
> Diplom Informatiker (FH)
> Business System Developer
>
> CANCOM Deutschland GmbH
> Messerschmittstr. 20
> 89343 Scheppach
> Germany
>
> Tel.: +49 8225 - 996-1118
> Fax: +49 8225 - 996-41118
> torben.nehmer at cancom.de
> www.cancom.de
>
> CANCOM Deutschland GmbH
> Sitz der Gesellschaft: Jettingen-Scheppach
> HRB 10653 Memmingen
> Gesch?ftsf?hrer: Paul?Holdschik, Christian Linder
>
> Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und
> ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
> This e-mail and any files transmitted with it are confidential intended
> solely for the use of the addressee!
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 aserrau at reilabs.com  Thu Nov 26 11:49:23 2009
From: aserrau at reilabs.com (Alessandra Serrau)
Date: Thu, 26 Nov 2009 17:49:23 +0100
Subject: [rt-users] Change logo
In-Reply-To: <12df13560911260827k76c002cg518cd94c53754e29@mail.gmail.com>
References: <12df13560911260827k76c002cg518cd94c53754e29@mail.gmail.com>
Message-ID: <12df13560911260849g2cfd381ie72a432d32735f3b@mail.gmail.com>

On Thu, Nov 26, 2009 at 5:27 PM, Alessandra Serrau wrote:

> I would change logo in RT user interface.
> I read the instructions in http://wiki.bestpractical.com/view/ChangeLogo
> These instruction are not compliant with my RT version (3.8.5) because in
> configuration file doesn't exist LogAltText, LogoImageURL, LogoLinkURL
> parameters.
> I tryed to change the other present parameters, do all necessary changes in
> layout.css file and after clean the mason cache, restart webserver, clear
> browser cache and reload the user interface.
> I'd like use a png image, but I tryed to used also a gif image.
> The result is that there is not more the best practical logo, but there is
> not my logo, too!
>
> Anybody can help me?
>
> Thank you very much in advance
>
> Alessandra Serrau
>
>
I found the mistake: my image was too much large! With another one littler I
see my logo in RT user interface.

Alessandra Serrau
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From francois.rousseau.tech at gmail.com  Thu Nov 26 17:32:29 2009
From: francois.rousseau.tech at gmail.com (=?UTF-8?Q?Fran=C3=A7ois_Rousseau?=)
Date: Thu, 26 Nov 2009 17:32:29 -0500
Subject: [rt-users] template localization
Message-ID: <89fae3950911261432t227ca206o1c758483f341deb1@mail.gmail.com>

Hello,

First of all, I'm new in RT world.  I have do some search about
localization of the template and I want to verify if I'm good to
search or not ;)

If I understand correctly, currently we have no way to use
localization in template.  It's exact?

I'm from Qu?bec, Canada and here is really bilingual (french/english)

I'm trying to provide my clients with a ticket system in their
language and most of my client will only use the email and not the web
interface so I have to use french also in email communication.  The
solution I have found, is to create 2 queues, 1 with French template
and 1 with English template.  I don't really like the fact that I will
have to said to my client write their if you want french support and
their if you want english support.

Thanks for your advice,
Fran?ois


From falcone at bestpractical.com  Thu Nov 26 21:27:18 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 26 Nov 2009 21:27:18 -0500
Subject: [rt-users] RTFM
In-Reply-To: <87458E9581E41E4F8FFD6062007408560469495B@mail01.widexs.local>
References: <87458E9581E41E4F8FFD6062007408560469495B@mail01.widexs.local>
Message-ID: <20091127022718.GB89219@jibsheet.com>

On Thu, Nov 26, 2009 at 02:32:21PM +0100, Richard Pijnenburg wrote:
>    I've installed RTFM and I want to create an article then I don't get a input field for the
>    content.

Please read the included documentation, lib/RT/FM/Introduction.pod,
referenced from the README

-kevin

>    All I can fill in is:
> 
> 
> 
>    -          Name
> 
>    -          Summary
> 
>    -          Class
> 
>    -          Refers to
> 
>    -          Referred to by
> 
>    -          Topics
> 
> 
> 
>    Is this a bug in RTFM?
> 
> 
> 
>    Met vriendelijke groet / With kind regards,
> 
>    Richard Pijnenburg
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From torsten.brumm at Kuehne-Nagel.com  Fri Nov 27 04:30:48 2009
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Fri, 27 Nov 2009 10:30:48 +0100
Subject: [rt-users] Speeding up CLI RT::Shredder
In-Reply-To: <4B0ADFA0.9030509@sagonet.com>
References: <4B0AD216.6030007@sagonet.com>
	<4B0ADFA0.9030509@sagonet.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394026A8712@w3hamboex11.ger.win.int.kn>

Hi Max,
today i found some time to try out shredder under rt 3.8.6.
 
First thing i was supprised: Shredder is now part of RT and there are no indexes for on the new creaeted tables. (On 3.6.x with shredder from cpan this indexes have to created manually)
 
OK, after perldoc Shredder.pm i found this:
 
NOTES
   Database transactions support
       Since 0.03_01 RT::Shredder uses database transactions and should be much safer to run on production servers.
 
   Foreign keys
       Mainstream RT doesn't use FKs, but at least I posted DDL script that creates them in mysql DB, note that if you use FKs then this two valid keys don't allow delete Tickets because of bug
       in MySQL:
 
         ALTER TABLE Tickets ADD FOREIGN KEY (EffectiveId) REFERENCES Tickets(id);
         ALTER TABLE CachedGroupMembers ADD FOREIGN KEY (Via) REFERENCES CachedGroupMembers(id);
 
       

 
OK, i couldn't find the "posted DDL Scrip from Ruz" till now but i have done some tests again:
 
0. I created a new setup inside RT with rt-filler scrip (created 5000 Queues, 50.000 Users and 500.000 Tickets with simple content)
 
1. Delete Tickets with default Shredder (./rt-shredder --plugin 'Tickets=query,Status="new";limit,10"' --force)
 
real    1m10.415s
user    0m11.384s
sys     0m0.735s
 

2. Shredder without Logger Message (result after comment out the logger entry -> for me this is point to STDOUT)
 
real    1m7.595s
user    0m10.439s
sys     0m0.615s
 

3. Shredder after Adding Indexes (taken from Shredder.pm from RTx-Shredder / CPAN)
 
CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled);
CREATE INDEX SHREDDER_CGM2 ON CachedGroupMembers(ImmediateParentId, MemberId);
 
CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId);
 
CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference);
CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference);
CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue);
CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue);
 
real    0m48.338s
user    0m10.489s
sys     0m0.677s
 
OK, does anyone know where the the Scrip to create foreign keys is posted?
 
Torsten


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



________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Maxwell A. Rathbone
Gesendet: Montag, 23. November 2009 20:17
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Speeding up CLI RT::Shredder


I noticed a typo in probably the most important line in my message. The filename is actually:

/opt/rt3/lib/RT/Shredder/Record.pm

The line that I suggest to comment out, calls RT's built in Logger() function that basically just writes information either to the log or to the screen. 

As with anytime you modify defaults, I make no claims other than what it had for me. :) I'm actually seeing slightly better than 50% improvement with that line disabled/commented out. 

I hope others are able to confirm similar experiences. Look forward to reading about it.

Max

Torsten Brumm wrote: 

	Oha, this sounds really useful. Any comment from ruslan if this is save?
	
	I have to shred several houndret thousend tickets from 2002-2007 and we need also around 2 minutes per ticket, will try it out tomorrow!
	
	Thanks for sharing this
	
	Torsten
	
	
	2009/11/23 Maxwell A. Rathbone 
	

		Hello,
		
		I'm in the same boat as many others I've seen post. We have 35k tickets
		in one of our queues that I'm trying to shred(shame on us for not
		automating this previously). I've found the web version of the Shredder
		to be god-awful slow. We're talking 10min+ just to shred ONE ticket. So
		I discovered the command-line /opt/rt3/sbin/rt-shredder utility. I was
		then able to shred ONE ticket in about 5 minutes. I found some
		optimization keys to add to the tables, which allowed me to them shred
		ONE ticket in about a minute. I then discovered(this really should be in
		the documentation!), that if you specify a timeframe with rt-shredder,
		you can get MUCH faster processing. I was able to get it down to
		21seconds for the shredding of ONE ticket.
		
		I noticed it was spitting out warning messages each time it deletes
		something. I honestly do not care about the output as long as it is
		working as expected, so I hunted through the code and was able to
		disable the on-screen logging altogether. I'm now able to shred ONE
		ticket in about 8-10 seconds.
		
		For those who are interested in about a 50% reduction in processing time
		for the CLI Shredder, edit the file:
		/opt/rt3/lib/RT/Shredder/Rercord.pm
		
		Look for this line:
		   $RT::Logger->warning( $msg );
		
		Comment it so it looks like this:
		#    $RT::Logger->warning( $msg );
		
		a WORLD of difference from the 10 minutes per ticket I originally was
		getting. Now it looks like to shred the 35k might actually take a
		palatable amount of time.
		
		I wanted to share this useful information on the list so it is google
		searchable. I'm SURE others will find this helpful.
		
		BTW, the command I'm using to shred(again, documentation is kinda poor) is:
		./rt-shredder --plugin "Tickets=query,((status = 'deleted' OR status =
		'rejected') AND
		LastUpdated='2008-10-03');limit,100;with_linked,FALSE;apply_query_to_linked,FALSE"
		--force
		
		Max
		_______________________________________________
		http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
		
		Community help: http://wiki.bestpractical.com
		Commercial support: sales at bestpractical.com
		
		
		Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
		Buy a copy at http://rtbook.bestpractical.com
		




	-- 
	MFG
	
	Torsten Brumm
	
	http://www.brumm.me
	http://www.elektrofeld.de
	



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From tonyjohn at hcl.in  Fri Nov 27 05:11:22 2009
From: tonyjohn at hcl.in (Tony John  - ERS, HCL Tech)
Date: Fri, 27 Nov 2009 15:41:22 +0530
Subject: [rt-users] Fails to attach Parent ticket's attachment to the Child
	Ticket
Message-ID: 

Hi ,

Please find below the Template for setting the Child Ticket Values based on Parent Tickets:

===Create-Ticket: Child
Subject: {$Tickets{'TOP'}->Subject} - ChildDate
Queue: 20
Status: new
Parents: TOP
Type: ticket
Refers-To: {$Tickets{'TOP'}->Id()}
Agency : {$Tickets{'TOP'}->FirstCustomFieldValue('Advertiser');}
Due: {$Tickets{'TOP'}->Due()}
Attachments: {$Tickets{'TOP'}->Transactions->First->Attachments();}
Content: {$Tickets{'TOP'}->Transactions->First->Content();}


The template adds all the values except the attachments.It fails to add the Parent ticket attachments to the child ticket.

Any help?

Regards,
Tony

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From d.glover1 at physics.ox.ac.uk  Fri Nov 27 05:32:01 2009
From: d.glover1 at physics.ox.ac.uk (David X. Glover)
Date: Fri, 27 Nov 2009 10:32:01 +0000
Subject: [rt-users] Migrating from SQLite to MySQL
In-Reply-To: <208A32F0-2E05-4F14-B21C-2075CC270103@physics.ox.ac.uk>
References: 
	<20091126112228.GC3642@gunboat-diplomat.oucs.ox.ac.uk>
	<208A32F0-2E05-4F14-B21C-2075CC270103@physics.ox.ac.uk>
Message-ID: 

On 26 Nov 2009, at 15:38, David X. Glover wrote:

> In the end, that's what we did.

One (hopefully minor) problem left over. When attempting to create a  
new ticket in the migrated database, I'm getting the SQL error  
"Duplicate entry '0' for key 1" when trying to create the new record  
in the Tickets table.

Actual errors from the log follows. Any ideas?

Nov 27 10:25:03 servername RT: DBD::mysql::st execute failed:  
Duplicate entry '0' for key 1 at /usr/share/perl5/DBIx/SearchBuilder/ 
Handle.pm line 505. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)

Nov 27 10:25:03 servername RT: RT::Handle=HASH(0x2486af0) couldn't  
execute the query 'INSERT INTO Tickets (Subject, Status, Queue,  
Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved,  
Created, Priority, Due, LastUpdated) VALUES  
(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/ 
SearchBuilder/Handle.pm line 518  
^IDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH 
(0x2486af0)', 'INSERT INTO Tickets (Subject, Status, Queue, Creator,  
Owner, ...', 'test', 'new', 3, 22, 22, 22, '1970-01-01 00:00:00', ...)  
called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 353  
^IDBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x2486af0)',  
'Tickets', 'Subject', 'test', 'Status', 'new', 'Queue', 3,  
'Creator', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle/ 
mysql.pm line 36 ^IDBIx::SearchBuilder::Handle::mysql::Insert 
('RT::Handle=HASH(0x2486af0)', 'Tickets', 'Subject', 'test', 'Status',  
'new', 'Queue', 3, 'Creator', ...) called at /usr/share/perl5/DBIx/ 
SearchBuilder/Record.pm line 129

Nov 27 10:25:03 servername RT: Couldn't create a ticket: Internal  
Error: Couldn't execute the query 'INSERT INTO Tickets (Subject,  
Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts,  
Resolved, Created, Priority, Due, LastUpdated) VALUES  
(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry '0' for key  
1 (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:602)

-- 
David X. Glover - Macintosh IT Support
Physics @ University of Oxford
http://www-astro.physics.ox.ac.uk/~Glover/
Jabber/GTalk: davidcwg at jabber.ox.ac.uk



From matthew.seaman at thebunker.net  Fri Nov 27 05:53:28 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Fri, 27 Nov 2009 10:53:28 +0000
Subject: [rt-users] Migrating from SQLite to MySQL
In-Reply-To: 
References: 	<20091126112228.GC3642@gunboat-diplomat.oucs.ox.ac.uk>	<208A32F0-2E05-4F14-B21C-2075CC270103@physics.ox.ac.uk>
	
Message-ID: <4B0FAFA8.2060403@thebunker.net>

David X. Glover wrote:
> On 26 Nov 2009, at 15:38, David X. Glover wrote:
> 
>> In the end, that's what we did.
> 
> One (hopefully minor) problem left over. When attempting to create a  
> new ticket in the migrated database, I'm getting the SQL error  
> "Duplicate entry '0' for key 1" when trying to create the new record  
> in the Tickets table.
> 
> Actual errors from the log follows. Any ideas?
> 
> Nov 27 10:25:03 servername RT: DBD::mysql::st execute failed:  
> Duplicate entry '0' for key 1 at /usr/share/perl5/DBIx/SearchBuilder/ 
> Handle.pm line 505. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
> 
> Nov 27 10:25:03 servername RT: RT::Handle=HASH(0x2486af0) couldn't  
> execute the query 'INSERT INTO Tickets (Subject, Status, Queue,  
> Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved,  
> Created, Priority, Due, LastUpdated) VALUES  
> (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/ 
> SearchBuilder/Handle.pm line 518  
> ^IDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH 
> (0x2486af0)', 'INSERT INTO Tickets (Subject, Status, Queue, Creator,  
> Owner, ...', 'test', 'new', 3, 22, 22, 22, '1970-01-01 00:00:00', ...)  
> called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 353  
> ^IDBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x2486af0)',  
> 'Tickets', 'Subject', 'test', 'Status', 'new', 'Queue', 3,  
> 'Creator', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle/ 
> mysql.pm line 36 ^IDBIx::SearchBuilder::Handle::mysql::Insert 
> ('RT::Handle=HASH(0x2486af0)', 'Tickets', 'Subject', 'test', 'Status',  
> 'new', 'Queue', 3, 'Creator', ...) called at /usr/share/perl5/DBIx/ 
> SearchBuilder/Record.pm line 129
> 
> Nov 27 10:25:03 servername RT: Couldn't create a ticket: Internal  
> Error: Couldn't execute the query 'INSERT INTO Tickets (Subject,  
> Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts,  
> Resolved, Created, Priority, Due, LastUpdated) VALUES  
> (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry '0' for key  
> 1 (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:602)
> 

Is the autoincrement field for that table too low?  Compare the output
of the following SQL queries:

SHOW CREATE TABLE Tickets \G

SELECT id FROM Tickets ORDER BY id DESC LIMIT 1 ;

If the AUTOINCREMENT=nnn setting at the end of the output from the first
command is not at least one more than the result of the second command, then
do this:

ALTER TABLE Tickets AUTOINCREMENT=xxx

where xxx is some number larger than the largest id number currently in the
Tickets table.  This will be the next Ticket Id number created from RT.  As the id 
field is the only unique key in that table (it is in fact the primary key)
it must be somehow the cause of the error message you're seeing -- but it should
be set automatically by MySQL whenever a new row is inserted into the table.

	Cheers,

	Matthew

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

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From d.glover1 at physics.ox.ac.uk  Fri Nov 27 06:42:44 2009
From: d.glover1 at physics.ox.ac.uk (David X. Glover)
Date: Fri, 27 Nov 2009 11:42:44 +0000
Subject: [rt-users] Migrating from SQLite to MySQL
In-Reply-To: 
References: 
	<20091126112228.GC3642@gunboat-diplomat.oucs.ox.ac.uk>
	<208A32F0-2E05-4F14-B21C-2075CC270103@physics.ox.ac.uk>
	
Message-ID: <6C2E44F5-29CC-4C0F-A17F-0B8212F17171@physics.ox.ac.uk>

On 27 Nov 2009, at 10:32, David X. Glover wrote:

> One (hopefully minor) problem left over. When attempting to create a
> new ticket in the migrated database, I'm getting the SQL error
> "Duplicate entry '0' for key 1" when trying to create the new record
> in the Tickets table.

Apologies for solving my own problem again, but the issue lay with the  
conversion script which I posted yesterday. We've solved it now, so  
here, for anyone interested, is the fixed version:

#!/usr/bin/env python

import re
import fileinput
import sys

def this_line_is_useless(line):
    useless_es = [
        'BEGIN TRANSACTION',
        'COMMIT',
        'sqlite_sequence',
        'CREATE UNIQUE INDEX',
        ]
    for useless in useless_es:
        if re.search(useless, line):
                        return True

def has_primary_key(line):
    return bool(re.search(r'PRIMARY KEY', line))

searching_for_end = False
for line in fileinput.input():
    if this_line_is_useless(line): continue

    # this line was necessary because ''); was getting
    # converted (inappropriately) to \');
    if re.match(r".*, ''\);", line):
        line = re.sub(r"''\);", r'``);', line)

    if re.match(r'^CREATE TABLE.*', line):
        searching_for_end = True

    m = re.search('CREATE TABLE ([a-zA-Z_]+) ', line)
    if m:
        (name,) = m.groups()
        sys.stderr.write('creating table %s\n'%name)
        line = "DROP TABLE IF EXISTS %(name)s;\nCREATE TABLE IF NOT  
EXISTS %(name)s(\n"
        line = line % dict(name=name)
    else:
        m = re.search('INSERT INTO "([a-zA-Z_]*)"(.*)', line)
        if m:
                        line = 'INSERT INTO %s%s\n' % m.groups()
                        line = line.replace('"', r'\"')
                        line = line.replace('"', "'")
    line = re.sub(r"([^'])'t'(.)", "\1THIS_IS_TRUE\2", line)
    line = line.replace('THIS_IS_TRUE', '1')
    line = re.sub(r"([^'])'f'(.)", "\1THIS_IS_FALSE\2", line)
    line = line.replace('THIS_IS_FALSE', '0')

    # Add auto_increment if it's not there since sqlite  
auto_increments ALL
    # primary keys
    if searching_for_end:
        if re.search(r"INTEGER(?:\s+\w+)*\s*PRIMARY KEY(?:\s+\w+)* 
\s*,", line,  re.IGNORECASE ):
                line = re.sub("(?i)PRIMARY KEY", "PRIMARY KEY  
AUTO_INCREMENT", line)

        # replace " and ' with ` because mysql doesn't like quotes in  
CREATE commands
        if re.search(r'varchar.+DEFAULT', line):
            sys.stderr.write('Not changing ` for DEFAULT string: %s' %  
line)
        else:
            line = line.replace('"', '`').replace("'", '`')

    # And now we convert it back (see above)
    if re.match(r".*, ``\);", line):
        line = re.sub(r'``\);', r"'');", line)

    if searching_for_end and re.match(r'.*\);', line):
        searching_for_end = False

    if re.match(r"CREATE INDEX", line):
        line = re.sub('"', '`', line)


    print line,


-- 
David X. Glover - Macintosh IT Support
Physics @ University of Oxford
http://www-astro.physics.ox.ac.uk/~Glover/
Jabber/GTalk: davidcwg at jabber.ox.ac.uk



From sven.sternberger at desy.de  Fri Nov 27 07:20:19 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Fri, 27 Nov 2009 13:20:19 +0100
Subject: [rt-users] Problems with RT::BugTracker::Public
In-Reply-To: <589c94400911260823o95eee55icda96dca013e6af3@mail.gmail.com>
References: <1259230538.2539.11.camel@zitpcx6759>
	<589c94400911260823o95eee55icda96dca013e6af3@mail.gmail.com>
Message-ID: <1259324419.8829.140.camel@zitpcx6759>

Hello Ruslan!


On Thu, 2009-11-26 at 19:23 +0300, Ruslan Zakirov wrote:
> This extension is part of rt.cpan.org with RT-BugTracker and other
> things. It runs on RT 3.6 at this moment, but at this moment I port
> things over 3.8.

ok

> However, it's kinda specific extension and I'm not sure that it will
> be suitable for you.
> 
> What exactly are you trying to do?

I run a dedicated RT for a software developer group at DESY, 
they want to give anonymous users the right to see tickets
with correspondence, status ...
So I thought the public interface from RT-BugTracker-Public 
sounds promissing.

best regards!

sven



From d.glover1 at physics.ox.ac.uk  Fri Nov 27 08:14:39 2009
From: d.glover1 at physics.ox.ac.uk (David X. Glover)
Date: Fri, 27 Nov 2009 13:14:39 +0000
Subject: [rt-users] Ignoring queue AdminCC for owned tickets
Message-ID: 

Currently, each of our queues have a group of people set as the  
AdminCC, so that group is emailed whenever any changes happen to the  
tickets in that queue.

I want to make it more granular, so that if a ticket has an owner,  
instead of emails going to the AdminCCs for the queue, it only goes to  
that person, and the requestors.

Un-owned tickets should still send emails to the AdminCC list for the  
queue.

Is that possible?

-- 
David X. Glover - Macintosh IT Support
Physics @ University of Oxford
http://www-astro.physics.ox.ac.uk/~Glover/
Jabber/GTalk: davidcwg at jabber.ox.ac.uk



From jpierce at cambridgeenergyalliance.org  Fri Nov 27 19:46:11 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 27 Nov 2009 19:46:11 -0500
Subject: [rt-users] Fails to attach Parent ticket's attachment to the
	Child Ticket
In-Reply-To: 
References: 
Message-ID: 

The usual means of doing so in a template is

RT-Attach: Yes

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


From jpierce at cambridgeenergyalliance.org  Fri Nov 27 19:49:29 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 27 Nov 2009 19:49:29 -0500
Subject: [rt-users] template localization
In-Reply-To: <89fae3950911261432t227ca206o1c758483f341deb1@mail.gmail.com>
References: <89fae3950911261432t227ca206o1c758483f341deb1@mail.gmail.com>
Message-ID: 

> If I understand correctly, currently we have no way to use
> localization in template. ?It's exact?
Please search the list archives and wiki:

http://wiki.bestpractical.com/view/ChooseTemplateByUserLang
http://wiki.bestpractical.com/view/ForkTemplate

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


From praveen.velu at hotmail.com  Sat Nov 28 02:08:27 2009
From: praveen.velu at hotmail.com (Praveen Velu)
Date: Sat, 28 Nov 2009 12:38:27 +0530
Subject: [rt-users] Spell Checker
In-Reply-To: 
References: 
Message-ID: 


Dear Ashish 

I have enabled spell checker in my server. you can follow the same steps

1. covert spellchecker.pl file to unix compatible then copy the file to Apache CGI directory 
2. Configure fckconfig.js file to use spellerpages as spell checker in FCK Editor
FCKConfig.SpellChecker                  = 'SpellerPages';
FCKConfig.SpellerPagesServerScript = '/cgi-bin/spellchecker.pl' ;       // Available extension: .php .cfm .pl
FCKConfig.FirefoxSpellChecker   = true ;3. Update spellchecker.pl as below 

my $spellercss = '/rt/NoAuth/RichText/FCKeditor/editor/dialog/fck_spellerpages/spellerpages/spellerStyle.css';my $wordWindowSrc = '/rt/NoAuth/RichText/FCKeditor/editor/dialog/fck_spellerpages/spellerpages/wordWindow.js';my $aspell_cmd = '/usr/bin/aspell';

Please try this now...

-Praveen-

From: c_apotla at qualcomm.com
To: rt-users at bestpractical.com
Date: Wed, 25 Nov 2009 02:34:13 -0800
Subject: [rt-users] Spell Checker
















Hello,

How does one enable RT Spell checker in RT 3.8.2?

 

Thank you in advance,

-Ashish

 		 	   		  
_________________________________________________________________
Windows 7: Find the right PC for you. Learn more.
http://windows.microsoft.com/shop
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From jesse at bestpractical.com  Sun Nov 29 17:11:22 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 29 Nov 2009 17:11:22 -0500
Subject: [rt-users] template localization
In-Reply-To: <89fae3950911261432t227ca206o1c758483f341deb1@mail.gmail.com>
References: <89fae3950911261432t227ca206o1c758483f341deb1@mail.gmail.com>
Message-ID: <20091129221122.GE9333@bestpractical.com>

Fran?ois,

> I'm from Qu?bec, Canada and here is really bilingual (french/english)
> 
> I'm trying to provide my clients with a ticket system in their
> language and most of my client will only use the email and not the web
> interface so I have to use french also in email communication.  The
> solution I have found, is to create 2 queues, 1 with French template
> and 1 with English template.  I don't really like the fact that I will
> have to said to my client write their if you want french support and
> their if you want english support.

The problem here is that RT currently sends one message to all
recipients. So if you have two requestors on a ticket and one is an
Anglophone and the other is Francophone, you'll have a problem.

Most commonly, folks just put multiple languages in one template. It's
not ideal, but it would take a bit of work to extend RT to do one
template per recipient. 

-Jesse


> Thanks for your advice,
> Fran?ois


From johndchapman at hotmail.com  Sun Nov 29 18:00:44 2009
From: johndchapman at hotmail.com (John David Chapman)
Date: Sun, 29 Nov 2009 15:00:44 -0800 (PST)
Subject: [rt-users]  Users with minimal rights now have full rights - why?
Message-ID: <26567308.post@talk.nabble.com>


Hi,

I have a number of users set up with minimal rights (In Global user rights,
they only have comment and creat on ticlet set up).

Yet for some reason, when they log in, they have full rights (can even mess
with my root account).  If I remve privlages, they still have the ability to
create tickets and put them in what ever queue they want.

I have even tried setting up some new restricted accounts, yet they also
have full admin when they log on.

I am not sure what has happened.  Anyone got any ideas?
-- 
View this message in context: http://old.nabble.com/Users-with-minimal-rights-now-have-full-rights---why--tp26567308p26567308.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jesse at bestpractical.com  Sun Nov 29 18:01:54 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 29 Nov 2009 18:01:54 -0500
Subject: [rt-users] Users with minimal rights now have full rights - why?
In-Reply-To: <26567308.post@talk.nabble.com>
References: <26567308.post@talk.nabble.com>
Message-ID: <20091129230154.GI9333@bestpractical.com>




On Sun, Nov 29, 2009 at 03:00:44PM -0800, John David Chapman wrote:
> 
> Hi,
> 
> I have a number of users set up with minimal rights (In Global user rights,
> they only have comment and creat on ticlet set up).
> 
> Yet for some reason, when they log in, they have full rights (can even mess
> with my root account).  If I remve privlages, they still have the ability to
> create tickets and put them in what ever queue they want.
> 
> I have even tried setting up some new restricted accounts, yet they also
> have full admin when they log on.
> 
> I am not sure what has happened.  Anyone got any ideas?

Perhaps you granted some rights to 'privileged' or to 'everybody'?


From johndchapman at hotmail.com  Sun Nov 29 18:20:14 2009
From: johndchapman at hotmail.com (John David Chapman)
Date: Sun, 29 Nov 2009 15:20:14 -0800 (PST)
Subject: [rt-users] Users with minimal rights now have full rights - why?
In-Reply-To: <26567308.post@talk.nabble.com>
References: <26567308.post@talk.nabble.com>
Message-ID: <26567488.post@talk.nabble.com>


OK, Lets take this step by step.

I?m John Chapman, and my Customer is Joe Bloggs.

So?.

I log in using my superuser account ?John Chapman?.

I goto Configuration>Global>User Rights, and see that ?Joe Bloggs? rights
are only set to ?create ticket? and ?commentonticket?.  Good.  That?s what I
want.

BUT when I log into Joe Bloggs account he can do everything just like he is
a superuser.  I don?t want Joe Bloggs to be able to do that :-(

-- 
View this message in context: http://old.nabble.com/Users-with-minimal-rights-now-have-full-rights---why--tp26567308p26567488.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From johndchapman at hotmail.com  Sun Nov 29 18:35:41 2009
From: johndchapman at hotmail.com (John David Chapman)
Date: Sun, 29 Nov 2009 15:35:41 -0800 (PST)
Subject: [rt-users] Users with minimal rights now have full rights - why?
In-Reply-To: <26567308.post@talk.nabble.com>
References: <26567308.post@talk.nabble.com>
Message-ID: <26567612.post@talk.nabble.com>


Its ok I got it sorted.

Configuration>Global>Global Rights .............under "everyone", everthing
was active!  


-- 
View this message in context: http://old.nabble.com/Users-with-minimal-rights-now-have-full-rights---why--tp26567308p26567612.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From c_apotla at qualcomm.com  Sun Nov 29 22:02:51 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Sun, 29 Nov 2009 19:02:51 -0800
Subject: [rt-users] Spell Checker
In-Reply-To: 
References: ,
	
Message-ID: 

Hello!

Thank you for your comments. I will try this out asap.

Regards,
-Ashish

________________________________
From: Praveen Velu [praveen.velu at hotmail.com]
Sent: Saturday, November 28, 2009 12:38 PM
To: Potla, Ashish Bassaliel; rt-users at bestpractical.com
Subject: RE: [rt-users] Spell Checker

Dear Ashish

I have enabled spell checker in my server. you can follow the same steps

1. covert spellchecker.pl file to unix compatible then copy the file to Apache CGI directory
2. Configure fckconfig.js file to use spellerpages as spell checker in FCK Editor

FCKConfig.SpellChecker                  = 'SpellerPages';
FCKConfig.SpellerPagesServerScript = '/cgi-bin/spellchecker.pl' ;       // Available extension: .php .cfm .pl
FCKConfig.FirefoxSpellChecker   = true ;

3. Update spellchecker.pl as below

my $spellercss = '/rt/NoAuth/RichText/FCKeditor/editor/dialog/fck_spellerpages/spellerpages/spellerStyle.css';my $wordWindowSrc = '/rt/NoAuth/RichText/FCKeditor/editor/dialog/fck_spellerpages/spellerpages/wordWindow.js';my $aspell_cmd = '/usr/bin/aspell';

Please try this now...

-Praveen-

________________________________
From: c_apotla at qualcomm.com
To: rt-users at bestpractical.com
Date: Wed, 25 Nov 2009 02:34:13 -0800
Subject: [rt-users] Spell Checker


Hello,

How does one enable RT Spell checker in RT 3.8.2?



Thank you in advance,

-Ashish

________________________________
Windows 7: Find the right PC for you. Learn more.
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From CLoos at netcologne.de  Mon Nov 30 08:20:19 2009
From: CLoos at netcologne.de (Loos, Christian)
Date: Mon, 30 Nov 2009 14:20:19 +0100
Subject: [rt-users] Help! RTX-Shredder eats all my memory...
Message-ID: <015F3751F8AC3B42BCA8C4854412B5202456D78556@NCvMAIL01.netcologne.intern>

Maybe Shredder will delete some tickets.

Take a look at this bug:
http://rt3.fsck.com/Ticket/Display.html?id=14170&user=guest&pass=guest

From wpereira at pop-sp.rnp.br  Mon Nov 30 09:26:45 2009
From: wpereira at pop-sp.rnp.br (Wagner Pereira)
Date: Mon, 30 Nov 2009 12:26:45 -0200
Subject: [rt-users] How should I create a db in mysql?
Message-ID: <4B13D625.9040706@pop-sp.rnp.br>

Hi, folks.

My scenario is:
Debian 5.0 lenny x86_64
Request Tracker 3.6
Mysql 5.0

This is my first time here and I need some help:

I don't know to create a mysql database, since as I observed, there is 
no database created.

-- 

Wagner Pereira

PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
http://www.pop-sp.rnp.br
Fone at RNP 1015-8902



From zoltan.kiss at serverside.hu  Mon Nov 30 10:02:53 2009
From: zoltan.kiss at serverside.hu (Zoltan Kiss)
Date: Mon, 30 Nov 2009 16:02:53 +0100
Subject: [rt-users] include transaction to search results
Message-ID: <4B13DE9D.5030906@serverside.hu>

Hi,

I have a question about the query builder. Can i include transaction 
fields somehow in my query? like these format:
title | transaction create | completed, etc.etc

I require the first transaction record to my result table if its 
possible. or it is only possible if i'm write a custom app to query the 
database itself?
I can query it with native SQL with these statement:
    select
    a.*
    from Attachments a, Transactions t
    where a.Transactionid=t.id and t.objectid=$ticketid;

Any suggestions? :)

Thanks for your help!

Regards,
Zoltan Kiss


From zoltan.kiss at serverside.hu  Mon Nov 30 10:17:35 2009
From: zoltan.kiss at serverside.hu (Zoltan Kiss)
Date: Mon, 30 Nov 2009 16:17:35 +0100
Subject: [rt-users] include transaction to search results
Message-ID: <4B13E20F.1010709@serverside.hu>

Hi,

I have a question about the query builder. Can i include transaction
fields somehow in my query? like these format:
title | transaction create | completed, etc.etc

I require the first transaction record to my result table if its
possible. or it is only possible if i'm write a custom app to query the
database itself?
I can query it with native SQL with these statement:
    select
    a.*
    from Attachments a, Transactions t
    where a.Transactionid=t.id and t.objectid=$ticketid;

Any suggestions? :)

Thanks for your help!

Regards,
Zoltan Kiss



From jake at elsif.net  Mon Nov 30 10:31:04 2009
From: jake at elsif.net (elsif)
Date: Mon, 30 Nov 2009 10:31:04 -0500 (EST)
Subject: [rt-users] How should I create a db in mysql?
In-Reply-To: <4B13D625.9040706@pop-sp.rnp.br>
References: <4B13D625.9040706@pop-sp.rnp.br>
Message-ID: <20091130102946.F79007@disintegration.igs.net>

Login to mysql as root (or user with admin access).

create database rt3;
grant all on rt3.* to rt3 identified by 'password';
flush privileges;

....should do it IIRC.

You can also use the 'mysqladmin' utility that I think the documentation 
references.

-jake

On Mon, 30 Nov 2009, Wagner Pereira wrote:

> Hi, folks.
>
> My scenario is:
> Debian 5.0 lenny x86_64
> Request Tracker 3.6
> Mysql 5.0
>
> This is my first time here and I need some help:
>
> I don't know to create a mysql database, since as I observed, there is
> no database created.
>
> -- 
>
> Wagner Pereira
>
> PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
> CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
> http://www.pop-sp.rnp.br
> Fone at RNP 1015-8902
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Nov 30 11:51:05 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 30 Nov 2009 11:51:05 -0500
Subject: [rt-users] [Rt-announce] SECURITY - Session Fixation Vulnerability
	in RT	3.0.0-3.8.5
Message-ID: <20091130165105.GA4583@bestpractical.com>

In late September, a customer contacted us to report a session fixation
vulnerability in RT 3.8.5 and all earlier versions back to and including
RT 3.0.0.  Over the course of the past month, we've worked to develop
and release a version of RT not vulnerable to this issue as well as a
"hot patch" to earlier versions of RT which eliminates the vulnerability
with minimal code changes.  RT 3.8.6, released on October 19th, is _not_
vulnerable.

We have been assigned CVE number CVE-2009-3585 for this issue.

This issue could allow a malicious attacker who can operate a server in
the same domain (example.com where RT is rt.example.com) to obtain and
redistribute an RT session identifier to an unsuspecting user before
they log into RT.  When that user logs in, the attacker would then be
able to hijack the user's session.

As part of an internal audit of the session handling code, we found and
fixed an additional, related vulnerability which could allow an attacker
with HTTP access to the RT server to construct a similar attack without
the need for a server within the same domain.

If you are using RT's $WebExternalAuth configuration variable, you are
not vulnerable to this issue (but should still apply this patch).
If you are using the RT extension "RT-Authen-ExternalAuth", you must apply
this patch. RT-Authen-ExternalAuth does NOT protect you from this
vulnerability.

I have attached six patches which should cover all vulnerable versions
of RT 3.  RT 3.6.10 will be released later today and will include a
version of this patch.  As mentioned before, RT 3.8.6 is _not_ vulnerable.

The SHA1s of patches are:
38e0a8ce3480807a5dd6cc4da0eb51183382cddd  RT-3.0.0-session_fixation.v3.patch
de22a6e67d7d9d163a392d92530818f3d28e0af2  RT-3.0.1-3.0.6-session_fixation.v3.patch
03fb855a449393ef93db67b800d396bdbfb38a8f  RT-3.0.7-3.6.1-session_fixation.v3.patch
7e5acff213a735894663f63fac90c95089a5e5d1  RT-3.6.2-3.6.3-session_fixation.v3.patch
9c60e647c848e35cea5a6ffe36bdd1f0a355c91f  RT-3.6.4-3.6.9-session_fixation.v2.patch
ada53ca94fdb4db3b185a7e14405d5a9ef76017f  RT-3.8-session_fixation.patch

RT 3.0.0

 $ cd /opt/rt3/share
 $ patch -p1 < /path/to/RT-3.0.0-session_fixation.v3.patch

RT 3.0.1-3.0.6

 $ cd /opt/rt3/share
 $ patch -p1 < /path/to/RT-3.0.1-3.0.6-session_fixation.v3.patch

RT 3.0.7-3.6.1

 $ cd /opt/rt3/share
 $ patch -p1 < /path/to/RT-3.0.7-3.6.1-session_fixation.v3.patch


RT 3.6.2-3.6.3

 $ cd /opt/rt3/share
 $ patch -p1 < RT-3.6.2-3.6.3-session_fixation.v3.patch

RT 3.6.4-3.6.9

 $ cd /opt/rt3/share
 $ patch -p1 < RT-3.6.4-3.6.9-session_fixation.v2.patch

RT 3.8.0-3.8.5

 $ cd /opt/rt3/share
 $ patch -p1 < /path/to/RT-3.8-session_fixation.patch

You should then clear your mason cache. If your RT is installed in
/opt/rt3, you would use this command:

 $ rm -rf /opt/rt3/var/mason_data/obj/*

and restart your webserver, this is often accomplished with

 $ /etc/init.d/httpd restart
   (or)
 $ /etc/init.d/apache restart

I apologize for any inconvenience that this issue may have caused you.
We go to great lengths to make sure that RT is robust and secure, but,
as with any software, occasionally we do find defects.  We do our best
to deal with them quickly and responsibly.

I'd like to thank Mikal Gule and the University of Oslo for bringing
this issue to our attention and working with us to triage it and test
the patches included below.  I'd also like to thank Thomas Goetz, who
also brought a variant of this issue to our attention.

If you require assistance evaluating whether your RT deployment is
vulnerable to this issue or deploying the patch, please don't hesitate to
contact us at sales at bestpractical.com.  While we're not able to provide
commercial support without charge, we'll make every effort to provide
help for this issue as quickly and as inexpensively as possible.

Best,

Jesse Vincent
Best Practical
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_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From kfcrocker at lbl.gov  Mon Nov 30 12:39:35 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 30 Nov 2009 09:39:35 -0800
Subject: [rt-users] Users with minimal rights now have full rights - why?
In-Reply-To: <26567488.post@talk.nabble.com>
References: <26567308.post@talk.nabble.com> <26567488.post@talk.nabble.com>
Message-ID: <4B140357.60503@lbl.gov>

John,

Unless you only have a few users, I /strongly/ recommend granting 
privileges to groups, not to individual users. This will make rights 
maintenance much easier in the future. When a new person needs the same 
rights as others in a group, you merely add them to that group instead 
of adding each right time after time after time.

Kenn
LBNL

On 11/29/2009 3:20 PM, John David Chapman wrote:
> OK, Lets take this step by step.
>
> I?m John Chapman, and my Customer is Joe Bloggs.
>
> So?.
>
> I log in using my superuser account ?John Chapman?.
>
> I goto Configuration>Global>User Rights, and see that ?Joe Bloggs? rights
> are only set to ?create ticket? and ?commentonticket?.  Good.  That?s what I
> want.
>
> BUT when I log into Joe Bloggs account he can do everything just like he is
> a superuser.  I don?t want Joe Bloggs to be able to do that :-(
>
>   
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From perlstalker at vuser.org  Mon Nov 30 12:31:52 2009
From: perlstalker at vuser.org (Randy Smith)
Date: Mon, 30 Nov 2009 10:31:52 -0700
Subject: [rt-users] Using RTFM with MediaWiki?
Message-ID: 

Greetings,

We currently have a public facing "howto site" for our users that runs
Mediawiki. A lot of the articles there are FAQ answers that would be
perfect to use as articles for RTFM but we don't want to have to
maintain them in two different places.

Is there a way to link RTFM and Mediawiki so that I an pull articles
from Mediawiki instead of/in addition to RTFM?

-- 
Randy Smith
http://www.vuser.org/
http://perlstalker.blogspot.com/



From wpereira at pop-sp.rnp.br  Mon Nov 30 13:52:20 2009
From: wpereira at pop-sp.rnp.br (Wagner Pereira)
Date: Mon, 30 Nov 2009 16:52:20 -0200
Subject: [rt-users] You're almost there
Message-ID: <4B141464.9040204@pop-sp.rnp.br>

Hi, friends.

Finishing my RT configuration, I faced this up:

RT: Request Tracker
You're almost there!

You haven't yet configured your webserver to run RT.

You appear to have installed RT's web interface correctly, but haven't 
yet configured your web server to "run" the RT server which powers the 
web interface.

The next step is to edit your webserver's configuration file to instruct 
it to use RT's mod_perl , fastcgi or speedycgi handler.

What's next?

-- 

Wagner Pereira

PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
http://www.pop-sp.rnp.br
Fone at RNP 1015-8902



From pms52 at cam.ac.uk  Mon Nov 30 13:38:14 2009
From: pms52 at cam.ac.uk (Philip Shore)
Date: Mon, 30 Nov 2009 18:38:14 +0000
Subject: [rt-users] 3.8.6: WritableAttributes error in Web.pm's
	AttemptExternalAuth
Message-ID: <4B141116.5070808@cam.ac.uk>

I am trying to upgrade our 3.6.5 RT instance to 3.8.6 and I am getting 
an error at the point of first log on.

There is new code in RT 3.8.6 that wasn't present in 3.8.5 that is 
throwing an error for me:


error:       Can't locate object method "WritableAttributes" via package 
"pms52" (perhaps you forgot to
load "pms52"?) at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 367, 
 line 276.
context:      
...      
363:      # now get user specific information, to better create our user.
364:      my $new_user_info = 
RT::Interface::Web::WebExternalAutoInfo($user);
365:      
366:      # set the attributes that have been defined.
367:      foreach my $attribute ( $user->WritableAttributes ) {
368:      $m->callback(
369:      Attribute => $attribute,
370:      User => $user,
371:      UserInfo => $new_user_info,
...      
code stack:     
/opt/rt3/bin/../lib/RT/Interface/Web.pm:367
/opt/rt3/bin/../lib/RT/Interface/Web.pm:197
/opt/rt3/share/html/autohandler:53


I have RT configured to use WebExternalAuto, and so have an Apache 
module providing the userid via REMOTE_USER and user info collected via 
ldap.  I logon with username "pms52" which appears in the error. I can 
also see in the rt log that it has successfully retrieved my information 
from our ldap server.

I am not a perl programmer but it looks to me like the RT code at line 
367 is expecting a database object but has a String instead. 

The AttemptExternalAuth subrouting is new in RT 3.8.6.  Is there 
something I have not configured correctly or is there a bug ?  I have 
pasted what I think are the relevant parts of our RT_SiteConfig below.

Many thanks,
Philip Shore.


Set($AuthMethods, ['Internal']);

Set($WebExternalAuth , 1);
Set($WebExternalAuto , 1);
Set($AutoCreate, { Privileged => 0 } );

Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 1);
Set($LdapAttrMap, {'Name' => 'uid',
                   'EmailAddress' => 'mail',
                   'Organization' => 'instID',
                   'RealName' => 'displayName',
                   'NickName' => 'title',
                   'ExternalContactInfoId' => 'mailAlternative',
                   'ExternalAuthId' => 'uid',
                   'Gecos' => 'uid',
                   'WorkPhone' => 'telephoneNumber',
                   'Address1' => 'postalAddress',
                   'Address2' => 'postalAddress'}
);




From falcone at bestpractical.com  Mon Nov 30 14:15:22 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 30 Nov 2009 14:15:22 -0500
Subject: [rt-users] 3.8.6: WritableAttributes error in Web.pm's
 AttemptExternalAuth
In-Reply-To: <4B141116.5070808@cam.ac.uk>
References: <4B141116.5070808@cam.ac.uk>
Message-ID: <20091130191522.GA1406@jibsheet.com>

On Mon, Nov 30, 2009 at 06:38:14PM +0000, Philip Shore wrote:
> I am trying to upgrade our 3.6.5 RT instance to 3.8.6 and I am getting 
> an error at the point of first log on.
> 
> There is new code in RT 3.8.6 that wasn't present in 3.8.5 that is 
> throwing an error for me:

I'd be interested to know if the untested attached patch fixes the
issue you're seeing.

Your siteconfig is also really odd, it isn't clear to me if you're
using all in-house config, or some mix of apache auth and
RT-Authen-ExternalAuth or the much older ldap handler.

-kevin

> error:       Can't locate object method "WritableAttributes" via package 
> "pms52" (perhaps you forgot to
> load "pms52"?) at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 367, 
>  line 276.
> context:      
> ...      
> 363:      # now get user specific information, to better create our user.
> 364:      my $new_user_info = 
> RT::Interface::Web::WebExternalAutoInfo($user);
> 365:      
> 366:      # set the attributes that have been defined.
> 367:      foreach my $attribute ( $user->WritableAttributes ) {
> 368:      $m->callback(
> 369:      Attribute => $attribute,
> 370:      User => $user,
> 371:      UserInfo => $new_user_info,
> ...      
> code stack:     
> /opt/rt3/bin/../lib/RT/Interface/Web.pm:367
> /opt/rt3/bin/../lib/RT/Interface/Web.pm:197
> /opt/rt3/share/html/autohandler:53
> 
> 
> I have RT configured to use WebExternalAuto, and so have an Apache 
> module providing the userid via REMOTE_USER and user info collected via 
> ldap.  I logon with username "pms52" which appears in the error. I can 
> also see in the rt log that it has successfully retrieved my information 
> from our ldap server.
> 
> I am not a perl programmer but it looks to me like the RT code at line 
> 367 is expecting a database object but has a String instead. 
> 
> The AttemptExternalAuth subrouting is new in RT 3.8.6.  Is there 
> something I have not configured correctly or is there a bug ?  I have 
> pasted what I think are the relevant parts of our RT_SiteConfig below.
> 
> Many thanks,
> Philip Shore.
> 
> 
> Set($AuthMethods, ['Internal']);
> 
> Set($WebExternalAuth , 1);
> Set($WebExternalAuto , 1);
> Set($AutoCreate, { Privileged => 0 } );
> 
> Set($LdapExternalInfo, 1);
> Set($LdapAutoCreateNonLdapUsers, 1);
> Set($LdapAttrMap, {'Name' => 'uid',
>                    'EmailAddress' => 'mail',
>                    'Organization' => 'instID',
>                    'RealName' => 'displayName',
>                    'NickName' => 'title',
>                    'ExternalContactInfoId' => 'mailAlternative',
>                    'ExternalAuthId' => 'uid',
>                    'Gecos' => 'uid',
>                    'WorkPhone' => 'telephoneNumber',
>                    'Address1' => 'postalAddress',
>                    'Address2' => 'postalAddress'}
> );
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 --------------
diff --git a/lib/RT/Interface/Web.pm b/lib/RT/Interface/Web.pm
index 5127f05..08d28ec 100755
--- a/lib/RT/Interface/Web.pm
+++ b/lib/RT/Interface/Web.pm
@@ -364,7 +364,7 @@ sub AttemptExternalAuth {
                 my $new_user_info = RT::Interface::Web::WebExternalAutoInfo($user);
 
                 # set the attributes that have been defined.
-                foreach my $attribute ( $user->WritableAttributes ) {
+                foreach my $attribute ( $UserObj->WritableAttributes ) {
                     $m->callback(
                         Attribute    => $attribute,
                         User         => $user,
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From falcone at bestpractical.com  Mon Nov 30 14:34:52 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 30 Nov 2009 14:34:52 -0500
Subject: [rt-users] How should I create a db in mysql?
In-Reply-To: <4B13D625.9040706@pop-sp.rnp.br>
References: <4B13D625.9040706@pop-sp.rnp.br>
Message-ID: <20091130193452.GB1406@jibsheet.com>

On Mon, Nov 30, 2009 at 12:26:45PM -0200, Wagner Pereira wrote:
> Hi, folks.
> 
> My scenario is:
> Debian 5.0 lenny x86_64
> Request Tracker 3.6
> Mysql 5.0
> 
> This is my first time here and I need some help:
> 
> I don't know to create a mysql database, since as I observed, there is 
> no database created.

I suspect you want the 'make initdb' command
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From allen+rtlist at crystalfontz.com  Mon Nov 30 14:34:47 2009
From: allen+rtlist at crystalfontz.com (Allen)
Date: Mon, 30 Nov 2009 11:34:47 -0800
Subject: [rt-users] Pruning email responses
Message-ID: <885d981e0911301134v2c4927c2raa69a04cf29c6ef5@mail.gmail.com>

There is a blog post about extending MakeClicky to go a Gmail-like
collapse/expand of things that look like inline quotes of previous
messages. It is here:

http://tylerlesmann.com/2008/nov/21/collapsible-quotes-request-tracker/

The thing that I didn't like about it is that it seemed to require
"top posting" in order to work,since everything after what looks like
the quote boundary becomes collapsed.

Even though you can control how your staff use RT (to trim out useless
quoted text), you can't really control your customers to do so. In my
organization, we changed the "On Correspond" scrip not to include the
transaction content, which forces the customer to login to the
SelfService Web UI in order to see what happened. There, the "Reply"
link that would normally quote a transaction has a local customization
not to do so. This way, we eliminated repetitive useless quoting.

Allen


From wpereira at pop-sp.rnp.br  Mon Nov 30 14:43:20 2009
From: wpereira at pop-sp.rnp.br (Wagner Pereira)
Date: Mon, 30 Nov 2009 17:43:20 -0200
Subject: [rt-users] How should I create a db in mysql?
In-Reply-To: <20091130193452.GB1406@jibsheet.com>
References: <4B13D625.9040706@pop-sp.rnp.br>
	<20091130193452.GB1406@jibsheet.com>
Message-ID: <4B142058.2030104@pop-sp.rnp.br>

Hi, Kevin.

Could you help me?

RT: Request Tracker
You're almost there!

You haven't yet configured your webserver to run RT.

You appear to have installed RT's web interface correctly, but haven't 
yet configured your web server to "run" the RT server which powers the 
web interface.

The next step is to edit your webserver's configuration file to instruct 
it to use RT's mod_perl , fastcgi or speedycgi handler.

-- 

Wagner Pereira

PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
http://www.pop-sp.rnp.br
Fone at RNP 1015-8902



Kevin Falcone escreveu:
> On Mon, Nov 30, 2009 at 12:26:45PM -0200, Wagner Pereira wrote:
>   
>> Hi, folks.
>>
>> My scenario is:
>> Debian 5.0 lenny x86_64
>> Request Tracker 3.6
>> Mysql 5.0
>>
>> This is my first time here and I need some help:
>>
>> I don't know to create a mysql database, since as I observed, there is 
>> no database created.
>>     
>
> I suspect you want the 'make initdb' command
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Nov 30 14:51:06 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 30 Nov 2009 14:51:06 -0500
Subject: [rt-users] How should I create a db in mysql?
In-Reply-To: <4B142058.2030104@pop-sp.rnp.br>
References: <4B13D625.9040706@pop-sp.rnp.br>
	<20091130193452.GB1406@jibsheet.com>
	<4B142058.2030104@pop-sp.rnp.br>
Message-ID: <20091130195106.GC1406@jibsheet.com>

On Mon, Nov 30, 2009 at 05:43:20PM -0200, Wagner Pereira wrote:
> Hi, Kevin.
> 
> Could you help me?
> 
> RT: Request Tracker
> You're almost there!
> 
> You haven't yet configured your webserver to run RT.
> 
> You appear to have installed RT's web interface correctly, but haven't 
> yet configured your web server to "run" the RT server which powers the 
> web interface.
> 
> The next step is to edit your webserver's configuration file to instruct 
> it to use RT's mod_perl , fastcgi or speedycgi handler.

This is all covered in the README
You need to configure apache

-kevin

> -- 
> 
> Wagner Pereira
> 
> PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
> CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
> http://www.pop-sp.rnp.br
> Fone at RNP 1015-8902
> 
> 
> 
> Kevin Falcone escreveu:
> > On Mon, Nov 30, 2009 at 12:26:45PM -0200, Wagner Pereira wrote:
> >   
> >> Hi, folks.
> >>
> >> My scenario is:
> >> Debian 5.0 lenny x86_64
> >> Request Tracker 3.6
> >> Mysql 5.0
> >>
> >> This is my first time here and I need some help:
> >>
> >> I don't know to create a mysql database, since as I observed, there is 
> >> no database created.
> >>     
> >
> > I suspect you want the 'make initdb' command
> >   
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
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From wpereira at pop-sp.rnp.br  Mon Nov 30 14:56:22 2009
From: wpereira at pop-sp.rnp.br (Wagner Pereira)
Date: Mon, 30 Nov 2009 17:56:22 -0200
Subject: [rt-users] I'm almost there!
Message-ID: <4B142366.4020403@pop-sp.rnp.br>

Hello, folks.

I need to make my RT works, so, could anyone help me?

That's my /var/log/apache2/error.log (last attempts):

[Mon Nov 30 11:10:22 2009] [notice] caught SIGTERM, shutting down
[Mon Nov 30 15:35:08 2009] [notice] Apache/2.2.9 (Debian) configured -- 
resuming normal operations
[Mon Nov 30 15:57:50 2009] [notice] caught SIGTERM, shutting down
[Mon Nov 30 15:57:53 2009] [notice] Apache/2.2.9 (Debian) configured -- 
resuming normal operations
[Mon Nov 30 16:00:45 2009] [notice] caught SIGTERM, shutting down
[Mon Nov 30 16:00:49 2009] [notice] Apache/2.2.9 (Debian) configured -- 
resuming normal operations
[Mon Nov 30 16:08:53 2009] [error] [client 200.133.192.22] File does not 
exist: /opt/rt3/share/html/rt
[Mon Nov 30 16:17:11 2009] [error] [client 200.133.192.22] File does not 
exist: /opt/rt3/share/html/rt
[Mon Nov 30 16:17:58 2009] [notice] caught SIGTERM, shutting down
[Mon Nov 30 16:18:01 2009] [notice] Apache/2.2.9 (Debian) configured -- 
resuming normal operations
[Mon Nov 30 17:14:46 2009] [error] [client 200.133.192.22] File does not 
exist: /opt/rt3/share/html/opt
[Mon Nov 30 17:34:29 2009] [notice] caught SIGTERM, shutting down


Below is my /etc/apache2/sites-available/default file:

rtracker:/etc/apache2/sites-available# cat default
Listen 200.133.192.79:80

        ServerAdmin mail at pop-sp.rnp.br
        ServerName www.pop-sp.rnp.br

#       DocumentRoot /opt/rt3/share/html
        Alias /rt "/opt/rt3/share/html/"
#       PerlModule Apache::DBI
#       PerlRequire "/opt/rt3/bin/webmux.pl"
        
                AllowOverride All
                Options execCGI FollowSymLinks
        
                Order allow,deny
                Allow from all
        
        
        DocumentRoot /var/www/
        
                RewriteEngine On
                RedirectMatch permanent (.*)/$ $1/index.html
                AddDefaultCharset UTF-8
                SetHandler perl-script
                PerlHandler RT::Mason
        
        
                Options FollowSymLinks
                AllowOverride None
        
        
                Options Indexes FollowSymLinks MultiViews
                AllowOverride None
                Order allow,deny
                allow from all
        

        ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/
        
                AllowOverride None
                Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch
                Order allow,deny
                Allow from all
        

        ErrorLog /var/log/apache2/error.log

        # Possible values include: debug, info, notice, warn, error, crit,
        # alert, emerg.
        LogLevel warn

        CustomLog /var/log/apache2/access.log combined

    Alias /doc/ "/usr/share/doc/"
    
        Options Indexes MultiViews FollowSymLinks
        AllowOverride None
        Order deny,allow
        Deny from all
        Allow from 127.0.0.0/255.0.0.0 ::1/128
    



-- 

Wagner Pereira

PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
http://www.pop-sp.rnp.br
Fone at RNP 1015-8902



From wpereira at pop-sp.rnp.br  Mon Nov 30 15:06:32 2009
From: wpereira at pop-sp.rnp.br (Wagner Pereira)
Date: Mon, 30 Nov 2009 18:06:32 -0200
Subject: [rt-users] How should I create a db in mysql?
In-Reply-To: <20091130195106.GC1406@jibsheet.com>
References: <4B13D625.9040706@pop-sp.rnp.br>	<20091130193452.GB1406@jibsheet.com>	<4B142058.2030104@pop-sp.rnp.br>
	<20091130195106.GC1406@jibsheet.com>
Message-ID: <4B1425C8.101@pop-sp.rnp.br>

This is all covered in the README
You need to configure apache

-kevin

Kevin,

Is this README file in /opt/rt3/share/doc path?

-- 

Wagner Pereira

PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
http://www.pop-sp.rnp.br
Fone at RNP 1015-8902



Kevin Falcone escreveu:
> On Mon, Nov 30, 2009 at 05:43:20PM -0200, Wagner Pereira wrote:
>   
>> Hi, Kevin.
>>
>> Could you help me?
>>
>> RT: Request Tracker
>> You're almost there!
>>
>> You haven't yet configured your webserver to run RT.
>>
>> You appear to have installed RT's web interface correctly, but haven't 
>> yet configured your web server to "run" the RT server which powers the 
>> web interface.
>>
>> The next step is to edit your webserver's configuration file to instruct 
>> it to use RT's mod_perl , fastcgi or speedycgi handler.
>>     
>
> This is all covered in the README
> You need to configure apache
>
> -kevin
>
>   
>> -- 
>>
>> Wagner Pereira
>>
>> PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
>> CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
>> http://www.pop-sp.rnp.br
>> Fone at RNP 1015-8902
>>
>>
>>
>> Kevin Falcone escreveu:
>>     
>>> On Mon, Nov 30, 2009 at 12:26:45PM -0200, Wagner Pereira wrote:
>>>   
>>>       
>>>> Hi, folks.
>>>>
>>>> My scenario is:
>>>> Debian 5.0 lenny x86_64
>>>> Request Tracker 3.6
>>>> Mysql 5.0
>>>>
>>>> This is my first time here and I need some help:
>>>>
>>>> I don't know to create a mysql database, since as I observed, there is 
>>>> no database created.
>>>>     
>>>>         
>>> I suspect you want the 'make initdb' command
>>>   
>>> ------------------------------------------------------------------------
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: 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 rob.macgregor at gmail.com  Mon Nov 30 15:35:27 2009
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Mon, 30 Nov 2009 20:35:27 +0000
Subject: [rt-users] You're almost there
In-Reply-To: <4B141464.9040204@pop-sp.rnp.br>
References: <4B141464.9040204@pop-sp.rnp.br>
Message-ID: <43ea8d070911301235v1055dc01oec9a40ad63cb07ea@mail.gmail.com>

On Mon, Nov 30, 2009 at 18:52, Wagner Pereira  wrote:
> Hi, friends.
>
> Finishing my RT configuration, I faced this up:
>
> RT: Request Tracker
> You're almost there!
>
> You haven't yet configured your webserver to run RT.
>
> You appear to have installed RT's web interface correctly, but haven't
> yet configured your web server to "run" the RT server which powers the
> web interface.
>
> The next step is to edit your webserver's configuration file to instruct
> it to use RT's mod_perl , fastcgi or speedycgi handler.
>
> What's next?

Have you read the instructions that come included with RT?  More can
also be found on the Wiki
(http://wiki.bestpractical.com/view/InstallationGuides).

If you need the list to help you then you'll have to provide some
information about your install - not least of which for this is the
Operating System you're using and what web server software you're
using.

-- 
                 Please keep list traffic on the list.

Rob MacGregor
      Whoever fights monsters should see to it that in the process he
        doesn't become a monster.                  Friedrich Nietzsche


From falcone at bestpractical.com  Mon Nov 30 15:41:04 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 30 Nov 2009 15:41:04 -0500
Subject: [rt-users] I'm almost there!
In-Reply-To: <4B142366.4020403@pop-sp.rnp.br>
References: <4B142366.4020403@pop-sp.rnp.br>
Message-ID: <20091130204104.GD1406@jibsheet.com>

On Mon, Nov 30, 2009 at 05:56:22PM -0200, Wagner Pereira wrote:
>         Alias /rt "/opt/rt3/share/html/"

I believe this ^^
is conflicting with this 

>         
>                 RewriteEngine On
>                 RedirectMatch permanent (.*)/$ $1/index.html
>                 AddDefaultCharset UTF-8
>                 SetHandler perl-script
>                 PerlHandler RT::Mason
>         

Only one of them wins, and it appears that the Alias is doing so
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From falcone at bestpractical.com  Mon Nov 30 15:52:48 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 30 Nov 2009 15:52:48 -0500
Subject: [rt-users] [Rt-announce] SECURITY - RT 3.6.10 Released
Message-ID: <20091130205248.GD1304@jibsheet.com>

This is a security release of RT.
It includes a fix for the session fixation vulnerability detailed in the following announcements:
http://blog.bestpractical.com/2009/11/session-fixation-vulnerability.html
http://lists.bestpractical.com/pipermail/rt-announce/2009-November/000176.html

You can download it here:

http://download.bestpractical.com/pub/rt/release/rt-3.6.10.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.6.10.tar.gz.sig

SHA1 sums

145124d3ce7dcae76a935f9ce373825ca5fb6e7d  rt-3.6.10.tar.gz
4322f23057c14296ece60dc9f8e242ba5ea2a155  rt-3.6.10.tar.gz.sig


A complete list of changes since 3.6.9 is included below.

-kevin

commit 81f0759f2852c5b3950f48849300eed5a7166f7f
Author: Alex Vandiver 
Date:   Wed Sep 30 17:07:24 2009 -0400

    Remove references to .svn

commit e28bfabe51ad2b53ca33a7328d3bd6a202d504d8
Author: Alex Vandiver 
Date:   Wed Sep 30 17:08:29 2009 -0400

    Remove old and incorrect releng.cnf

commit e82d5f9b82ebbe3f6556d5ad3bda44f9476d6864
Author: Alex Vandiver 
Date:   Tue Oct 6 14:18:44 2009 -0400

    Use spaces instead of tabs in commands, otherwise copy-and-paste in the terminal can fail

commit b157bae9d06e22c8cdbc6d1c74e93ae586bd37db
Author: Alex Vandiver 
Date:   Tue Oct 6 14:27:26 2009 -0400

    Add .gitignore from 3.8-trunk

commit a8f7dccfb53118c950cc8bebff3e64c069c978a7
Author: Kevin Falcone 
Date:   Mon Nov 30 13:45:26 2009 -0500

    Apply patch for session fixation vulnerability (CVE-2009-3585)
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_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From stroke_of_death at yahoo.com  Mon Nov 30 16:13:26 2009
From: stroke_of_death at yahoo.com (Sean)
Date: Mon, 30 Nov 2009 13:13:26 -0800 (PST)
Subject: [rt-users] Search for tickets created by members of a group
In-Reply-To: <4B141464.9040204@pop-sp.rnp.br>
Message-ID: <643114.25028.qm@web58704.mail.re1.yahoo.com>

All,

Im trying to create a dashboard that lists tickets created by a list of users who all belong to a group in RT.

In order to do that, I need to create the search first obviously.
Is there a way to say "created by members of group X" or do I need
to say "owner = X or owner = Y or owner = Z" ?

Thanks


      


From mahini at apple.com  Mon Nov 30 16:22:53 2009
From: mahini at apple.com (Behzad Mahini)
Date: Mon, 30 Nov 2009 13:22:53 -0800
Subject: [rt-users] How should I create a db in mysql?
In-Reply-To: <4B1425C8.101@pop-sp.rnp.br>
References: <4B13D625.9040706@pop-sp.rnp.br>
	<20091130193452.GB1406@jibsheet.com>
	<4B142058.2030104@pop-sp.rnp.br>
	<20091130195106.GC1406@jibsheet.com> <4B1425C8.101@pop-sp.rnp.br>
Message-ID: <9DFD058F-BCC9-43A7-8490-4465A5AD5B9D@apple.com>

Take a look at the following 2 URL's, and make sure you set your  
Apache directives (in your httpd.conf file):

http://wiki.bestpractical.com/view/ManualInstallation
http://wiki.bestpractical.com/view/ManualApacheConfig

Also, make sure you have all the appropriate references made to  
mod_perl (or FastCGI)

Lastly, there are some references (in the past few months) made to  
this issue, and you'd be able to Google them on www.gossamer-threads.com
http://www.gossamer-threads.com/lists/rt/users/90374

-Behzad

On Nov 30, 2009, at 12:06 PM, Wagner Pereira wrote:

> This is all covered in the README
> You need to configure apache
>
> -kevin
>
> Kevin,
>
> Is this README file in /opt/rt3/share/doc path?
>
> -- 
>
> Wagner Pereira
>
> PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
> CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
> http://www.pop-sp.rnp.br
> Fone at RNP 1015-8902
>
>
>
> Kevin Falcone escreveu:
>> On Mon, Nov 30, 2009 at 05:43:20PM -0200, Wagner Pereira wrote:
>>
>>> Hi, Kevin.
>>>
>>> Could you help me?
>>>
>>> RT: Request Tracker
>>> You're almost there!
>>>
>>> You haven't yet configured your webserver to run RT.
>>>
>>> You appear to have installed RT's web interface correctly, but  
>>> haven't
>>> yet configured your web server to "run" the RT server which powers  
>>> the
>>> web interface.
>>>
>>> The next step is to edit your webserver's configuration file to  
>>> instruct
>>> it to use RT's mod_perl , fastcgi or speedycgi handler.
>>>
>>
>> This is all covered in the README
>> You need to configure apache
>>
>> -kevin
>>
>>
>>> -- 
>>>
>>> Wagner Pereira
>>>
>>> PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
>>> CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o  
>>> Paulo
>>> http://www.pop-sp.rnp.br
>>> Fone at RNP 1015-8902
>>>
>>>
>>>
>>> Kevin Falcone escreveu:
>>>
>>>> On Mon, Nov 30, 2009 at 12:26:45PM -0200, Wagner Pereira wrote:
>>>>
>>>>
>>>>> Hi, folks.
>>>>>
>>>>> My scenario is:
>>>>> Debian 5.0 lenny x86_64
>>>>> Request Tracker 3.6
>>>>> Mysql 5.0
>>>>>
>>>>> This is my first time here and I need some help:
>>>>>
>>>>> I don't know to create a mysql database, since as I observed,  
>>>>> there is
>>>>> no database created.
>>>>>
>>>>>
>>>> I suspect you want the 'make initdb' command
>>>>
>>>> ------------------------------------------------------------------------
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: 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