From ruslan.zakirov at gmail.com Thu Oct 1 00:07:19 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Oct 2009 08:07:19 +0400 Subject: [rt-users] cannot see queue In-Reply-To: References: Message-ID: <589c94400909302107n20b839abv4d2e3bed284deaec@mail.gmail.com> Rahman, you should grant SeeQueue right to people to allow them to see a queue. login/logout required to see the change. Probably granting CreateTicket is also a plus. On Thu, Oct 1, 2009 at 7:39 AM, Rahman Desyanta wrote: > I have already make a queue from root user, but after i login from user > login, i cannot see the queue. coz of that, i cannot make a new ticket from > user or quest user, just from root only. how to display the queue from the > user or quest user?? > > -- > Regards, > Rahman Desyanta > i n f i n i t y . s o l u t i o n (www.infi-nity.com) - pt. vikasa infinity > anugrah > bsd city sektor 14 - ruko golden madrid g/9 - tangerang 15321 - indonesia > t: +62 (21) 5316 4796 ?f: +62 (21) 5316 4797 m:+62 815 5584 88878 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kai at xs4all.nl Thu Oct 1 05:36:57 2009 From: kai at xs4all.nl (Kai) Date: Thu, 1 Oct 2009 11:36:57 +0200 Subject: [rt-users] CustomField with "Link values to" doesn't link correctly Message-ID: <12BB118D-7E96-43E8-8023-67780F08A23C@xs4all.nl> Hi, I'm using RT 3.8.4, patched to 3.8.5 to see if that fixed it (since that was CF related) on a debian system. One of my coworkers wasn't able to click on a customfield that had a "Link values to" setting, while I am. The main difference: He has the right to SeeCustomField, and I have the SuperUser right. He gets an empty 512178 Me: 512178 Attached is a perlscript that immitate html/Elements/ShowCustomFields. You need a ticket with a customfield containing 1 value with a Link value To-setting, and a user thats permitted the necessary rights (SeeQueue, ShowTicket, SeeCustomField). Somewhere after the calls from a $customfield's value back to its CustomFieldObj() it loses its permission for the 'SeeCustomField' right. I'm stupified after looking at this code too long; I can't see where or why it fails for this user. Could someone assist me in solving this? I sincerely doubt it is a missing right? This user has: SeeQueue, SeeCustomField, ModifyCustomField, AssignCustomField, ShowTicket, ShowTicketComments, CreateTicket, ReplyToTicket, CommentOnTicket, OwnTicket, ModifyTicket, DeleteTicket, TakeTicket, StealTicket. My output: > Found ticket: 2047497 > customfield->LinkValueTo(): http://someurl.com/search?id=__CustomField__ > value->LinkValueTo(): > value->Content(): 512178 > value->CustomFieldObj->CurrentUserHasRight(SeeCustomField): > value->CustomFieldObj->id(): 40 > CustomField->CurrentUserHasRight(SeeCustomField): 1 > CustomField->id(): 40 > -------------- next part -------------- A non-text attachment was scrubbed... Name: debugcustomfieldvalue.pl Type: text/x-perl-script Size: 1367 bytes Desc: not available URL: -------------- next part -------------- Thanks in advance, Kai From jbass at nist.gov Thu Oct 1 08:20:09 2009 From: jbass at nist.gov (Janet Bass) Date: Thu, 01 Oct 2009 08:20:09 -0400 Subject: [rt-users] Cannot log out of RT Message-ID: I have RT set up to do authentication through apache which uses Kerberos. It works fine and logs me in as username at KRBTEST The problem is that when I click on logout, I get the screen that says: You have been logged out of RT, but then seems to immediately re-logs me in and I go back to my home page. Here is the code that maybe needed for assistance: Apache Kerberos configuration AuthType KerberosV5 AuthName "Please use the GR login and password" KrbMethodK5Passwd on KrbMethodNegotiate off KrbServiceName HTTP/rt.mel.nist.gov at KRBTEST Krb5Keytab /etc/httpd/conf/krb5/http.rt.krb5.keytab Require valid-user RT_Site_Config Set($WebExternalAuto, 1); Set($WebExternalAuth, 1); Set($AutoLogoff, 60); Set($WebFallbackToInternalAuth, 1); Thanks for your help -- Janet Bass Unix System Administration Manufacturing Engineering Laboratory 304/Room 12 100 Bureau Dr Mailstop 8203 Gaithersburg, MD 20899-8203 EMAIL: jbass at nist.gov PHONE: 301-975-8425 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Mike.Johnson at NorMed.ca Thu Oct 1 08:56:54 2009 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Thu, 01 Oct 2009 08:56:54 -0400 Subject: [rt-users] How does RT mail? In-Reply-To: <26412C18F3707C4DBBE365577A224180056E671E@MX1.barrack.com> References: <26412C18F3707C4DBBE365577A224180056E66CE@MX1.barrack.com> <4AC37FCD.4EF5.001E.0@NorMed.ca> <26412C18F3707C4DBBE365577A224180056E671E@MX1.barrack.com> Message-ID: <4AC46ED1.4EF5.001E.0@NorMed.ca> You didn't understand what I was saying. In your RT installation there is a line in the config file that tells you what RT is using to send the mail. This is exploration you need to do. Once you know how RT sends mail(by default it uses the sendmail command)... you know how to intercept it. An example, If it uses /usr/bin/sendmail What you do... Create a script in /usr/local/bin called sendmaillogging Make RT call that one, and in that script, take the arguments that RT is sending to sendmaillogging and call sendmail using those arguments. You now have intercepted RT's call... that's the ENTIRE sendmail command RT sends. You could even add yourself as a Bcc to get the actual email it sends... you can do anything, because you are now in control of the command. Hope that helps! 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 >>> "Roode, Eric" 30/09/2009 5:09 pm >>> On Wednesday, September 30, 2009 at 3:57 PM, Mike Johnson wrote: > I believe RT executes the send mail command... > > Do like you would for any program... > > replace sendmail with a wrapper sendmail that calls sendmail :P but > before it calls it, it logs how it calls it to a log file :D I turned logging on, and cranked the log level up to 'debug'. I see the headers of the e-mail message that RT::Action::SendEmail creates, but I do not see the send mail wrapper like you say. I want to know which program (I assumed `sendmail`, but who knows) RT calls, and what command-line options it uses. Any helpful information would be appreciated. -- Eric Roode _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com ( http://wiki.bestpractical.com/ ) Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ( http://rtbook.bestpractical.com/ ) -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailinglists at e-tera.com Thu Oct 1 10:27:49 2009 From: mailinglists at e-tera.com (mailinglists) Date: Thu, 01 Oct 2009 16:27:49 +0200 Subject: [rt-users] Customize ColumnMaps with CustomFieldValues color Message-ID: <4AC4BC65.5000303@e-tera.com> Hi, I would like to colorize a CustomField column in the RT at a Glance page, as described in the ShowStatusInColor wiki page. It works well for status, but I don't get it for Customfield. What I wrote doesn't give error, but doen't worh either. (I'm sorry I don't understand very much CallBacks...). I'm In RT3.8 My CustomFiled is Named "Criticite" and has 3 possible values : Critique / Majeure / Mineure and it is not mandatory Here is what I add in /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/ColumnMap : sub criticiteInColor { my $Ticket = shift; # my $criticite = $Ticket->CustomFieldObj->Type; my $criticite = $Ticket->CustomFieldObj->CustomFieldValues('3'); my $color = undef; if ($criticite eq 'Critique') { $color = "900000"; } elsif ($criticite eq 'Majeure') { $color = "#AA8000"; } elsif ($criticite eq 'Mineure') { $color = "#000090"; } $criticite = loc($criticite); if ( $Ticket->HasUnresolvedDependencies ) { $criticite = "$criticite" } if ($color) { $criticite = "$criticite" } return \"$criticite"; } $COLUMN_MAP->{Criticite}->{value} = \&criticiteInColor; help ? From cderr at simons-rock.edu Thu Oct 1 10:08:59 2009 From: cderr at simons-rock.edu (charlie derr) Date: Thu, 01 Oct 2009 10:08:59 -0400 Subject: [rt-users] question about searching for assets (using asset tracker plugin) Message-ID: <4AC4B7FB.5070307@simons-rock.edu> I feel I'm close to the solution, but hoping someone can help. We have the Asset Tracker plugin installed (and so far love both RT and Asset Tracker) but I'm trying to create a report (so far just staying within the web interface). When I go to create a query (to look up assets) I can select the population (12 newly entered machines) and get output that includes Name, Description, Status and Type. We have also created a custom field called "serial number" (without the quotes, but with the space). I've tried clicking the "Advanced Query" link and guessed at __serial number__, __SerialNumber__ and a couple other sensible choices, but all I can get is an empty column in my search results so far. Is there a way to allow fields other than Name, Description, Status and Type to appear? And if so, is it just a matter of guessing correctly at the syntax? If this can be done from the web interface, that'd make me most happy, but I'm willing to listen to any suggestion for any solution. thanks so much in advance, ~c From Mike.Johnson at NorMed.ca Thu Oct 1 10:55:10 2009 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Thu, 01 Oct 2009 10:55:10 -0400 Subject: [rt-users] Sorting on more than 1 row in Query Builder output Message-ID: <4AC48A8A.4EF5.001E.0@NorMed.ca> I'm trying to find how to sort on 2 columns in Query Builder output. Is there a key word you can put in the TicketSQL to sort? Or is there some way to do this? we are using RT 3.2.1, does the newer version support multi-field sorting? 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Thu Oct 1 10:59:37 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 1 Oct 2009 10:59:37 -0400 Subject: [rt-users] Sorting on more than 1 row in Query Builder output In-Reply-To: <4AC48A8A.4EF5.001E.0@NorMed.ca> References: <4AC48A8A.4EF5.001E.0@NorMed.ca> Message-ID: Not ideal, but in 3.8 at least the UI (on MySQL) seems to have a stable sort, so you can click your secondary sort column first, then your primary sort column. -- Cambridge Energy Alliance: Save money. Save the planet. From aperotti at cutaway.it Thu Oct 1 10:57:49 2009 From: aperotti at cutaway.it (Andrea Perotti) Date: Thu, 01 Oct 2009 16:57:49 +0200 Subject: [rt-users] Supervisors on Queues and Mail feedback Message-ID: <4AC4C36D.6060001@cutaway.it> Hi I'm looking for your opinion on how to solve the following situation. Our RT 3.8.2 is used by different teams, each of them has it's own queue, and it's own team leader. Team leaders desire to keep an eye on the queue, and asked me a way to see all ticket entering their group queue. So I added them as watcher for their respective queue. Now they're whining because they receive too many mail: they'd like to receive only the first message that create the ticket and last message that put the ticket in resolved/rejected state. The solution I was thinking about was to remove the watchers from the queues and create a scrip for every team's queue, inserting directly into the scrip mail addresses of Team Leader... Is it the only solution? it doesn't look so clean to me... Do you have any suggestion or better ideas to solve this? Thank you for your time and your opinions cheers Andrea Perotti -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3348 bytes Desc: S/MIME Cryptographic Signature URL: From falcone at bestpractical.com Thu Oct 1 11:28:40 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Oct 2009 11:28:40 -0400 Subject: [rt-users] CustomField with "Link values to" doesn't link correctly In-Reply-To: <12BB118D-7E96-43E8-8023-67780F08A23C@xs4all.nl> References: <12BB118D-7E96-43E8-8023-67780F08A23C@xs4all.nl> Message-ID: <20091001152840.GF53612@jibsheet.com> On Thu, Oct 01, 2009 at 11:36:57AM +0200, Kai wrote: > Hi, > > I'm using RT 3.8.4, patched to 3.8.5 to see if that fixed it (since > that was CF related) on a debian system. > > One of my coworkers wasn't able to click on a customfield that had a > "Link values to" setting, while I am. The main difference: He has > the right to SeeCustomField, and I have the SuperUser right. > > He gets an empty > 512178 > Me: > target="_new">512178 > > Attached is a perlscript that immitate > html/Elements/ShowCustomFields. You need a ticket with a customfield > containing 1 value with a Link value To-setting, and a user thats > permitted the necessary rights (SeeQueue, ShowTicket, > SeeCustomField). > > Somewhere after the calls from a $customfield's value back to its > CustomFieldObj() it loses its permission for the 'SeeCustomField' > right. I'm stupified after looking at this code too long; I can't > see where or why it fails for this user. How is the marcelv user getting the SeeCustomField right? Is it from being in a group, direct user assignment, being a Requestor or AdminCc of the ticket? Just making a test user in a copy of 3.8.5 that has SeeQueue, ShowTicket and SeeCustomField granted to privileged users lets a test user see the link as expected and runs your test script with: Found ticket: 1 customfield->LinkValueTo(): http://foo.com/id=__id__&value=__CustomField__ value->LinkValueTo(): http://foo.com/id=1&value=asdf value->Content(): asdf value->CustomFieldObj->CurrentUserHasRight(SeeCustomField): 1 value->CustomFieldObj->id(): 1 CustomField->CurrentUserHasRight(SeeCustomField): 1 CustomField->id(): 1 If you have local lib mods, I suggest checking to make sure that they're up-to-date with 3.8.5, there are a lot of new calls to ContextObject and SetContextObject that could break CF permissions if they're lost. -kevin > Could someone assist me in solving this? I sincerely doubt it is a > missing right? > This user has: SeeQueue, SeeCustomField, ModifyCustomField, > AssignCustomField, ShowTicket, ShowTicketComments, CreateTicket, > ReplyToTicket, CommentOnTicket, OwnTicket, ModifyTicket, > DeleteTicket, TakeTicket, StealTicket. > > > My output: > > >Found ticket: 2047497 > >customfield->LinkValueTo(): http://someurl.com/search?id=__CustomField__ > >value->LinkValueTo(): > >value->Content(): 512178 > >value->CustomFieldObj->CurrentUserHasRight(SeeCustomField): > >value->CustomFieldObj->id(): 40 > >CustomField->CurrentUserHasRight(SeeCustomField): 1 > >CustomField->id(): 40 > > > > > #!/usr/bin/perl -w > > use strict; > # debian locations: > use lib '/usr/share/request-tracker3.8/lib'; > use lib '/etc/request-tracker3.8'; > use RT; > use RT::User; > RT::LoadConfig(); > RT::Init; > > $| = 1; > my $username = shift || 'marcelv'; > my $ticketno = shift || 2047497; > my $canonicalright = 'SeeCustomField'; > > my $user = RT::User->new($RT::SystemUser); > $user->Load($username); > my $ticket = RT::Ticket->new($user); > $ticket->Load($ticketno); > print "Found ticket: " . $ticket->Id . "\n"; > > my $allcustomfields = $ticket->CustomFields; > # These snippets are taken from html/Elements/ShowCustomFields > while (my $cf = $allcustomfields->Next ) { > my $values = $ticket->CustomFieldValues( $cf->Id ); > > # I'm assuming a single value customfield, with a template. > my $linked = $cf->LinkValueTo; > my $v = $values->First(); > > if ( $linked ) { > print "customfield->LinkValueTo(): $linked\n"; > print "value->LinkValueTo(): " , $v->LinkValueTo , "\n"; > print "value->Content(): " , $v->Content , "\n"; > > print "value->CustomFieldObj->CurrentUserHasRight($canonicalright): ", > $v->CustomFieldObj->CurrentUserHasRight($canonicalright), "\n"; > print "value->CustomFieldObj->id(): ", $v->CustomFieldObj->id, "\n"; > > print "CustomField->CurrentUserHasRight($canonicalright): ", > $cf->CurrentUserHasRight($canonicalright), "\n"; > print "CustomField->id(): ", $cf->id, "\n"; > } > } > > > > Thanks in advance, > Kai > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Thu Oct 1 11:30:46 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Oct 2009 11:30:46 -0400 Subject: [rt-users] RTFM and a space in my $organization In-Reply-To: References: Message-ID: <20091001153046.GG53612@jibsheet.com> On Wed, Sep 30, 2009 at 03:52:56PM -0400, Sul, Young L wrote: > > We want to start using RTFM, so I installed it today without any problems (I believe version 2.4.2). > > I encounter an error when trying to send a response with an included RTFM article: > > Can't call method "Id" on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. > > The requestor (and watchers, etc) never get any mail. > > Looking through the lists, it *seems* the problem has to do with $Organization. Mine has a space in it (from my RT_SiteConfig.pm): > > Set( $rtname, 'FOO-HelpDesk'); > Set($Organization , "FOO I.T."); > > (This was set long before my time) > > So, if the RTFM error is indeed due to the space, what are my options? I did see this article in the wiki: > http://wiki.bestpractical.com/view/RenameInstance > > but this seems to be related to $rtname and not $Organization. > > Any advice would be greatly appreciated! If you don't have any Links between tickets (look in your Links database table) fix you Organization. If you do have Links, they'll need some fixing. From the documentation in RT_Config.pm: ou should set this to your organization's DNS domain. For example, I or I. It's used by the linking interface to guarantee that ticket URIs are unique and easy to construct. I'm going to guess that FOO I.T. is not your domain name -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Oct 1 11:32:52 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Oct 2009 11:32:52 -0400 Subject: [rt-users] Cannot log out of RT In-Reply-To: References: Message-ID: <20091001153252.GH53612@jibsheet.com> On Thu, Oct 01, 2009 at 08:20:09AM -0400, Janet Bass wrote: > I have RT set up to do authentication through apache which uses Kerberos. > It works fine and logs me in as username at KRBTEST > The problem is that when I click on logout, I get the screen that says: You have been logged > out of RT, but then seems to immediately re-logs me in and I go back to my home page. > Here is the code that maybe needed for assistance: This auth is handled by Apache and your browser, not RT, so RT cannot log you out. Since you have WebFallbackToInternalAuth set to 1, RT shows the Logout link, since you might have logged in using internal auth. -kevin > Apache Kerberos configuration > > AuthType KerberosV5 > AuthName "Please use the GR login and password" > KrbMethodK5Passwd on > KrbMethodNegotiate off > KrbServiceName HTTP/rt.mel.nist.gov at KRBTEST > Krb5Keytab /etc/httpd/conf/krb5/http.rt.krb5.keytab > Require valid-user > > RT_Site_Config > > Set($WebExternalAuto, 1); > Set($WebExternalAuth, 1); > Set($AutoLogoff, 60); > Set($WebFallbackToInternalAuth, 1); -------------- 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 Thu Oct 1 11:35:07 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Oct 2009 11:35:07 -0400 Subject: [rt-users] Customize ColumnMaps with CustomFieldValues color In-Reply-To: <4AC4BC65.5000303@e-tera.com> References: <4AC4BC65.5000303@e-tera.com> Message-ID: <20091001153507.GI53612@jibsheet.com> On Thu, Oct 01, 2009 at 04:27:49PM +0200, mailinglists wrote: > Hi, > > I would like to colorize a CustomField column in the RT at a Glance > page, as described in the ShowStatusInColor wiki page. It works well for > status, but I don't get it for Customfield. What I wrote doesn't give > error, but doen't worh either. (I'm sorry I don't understand very much > CallBacks...). I'm In RT3.8 CustomFields are handled by the entry in ColumnMap named CustomField You'll have to create your own version of that and use the overlay to jam it in (or use a callback in ShowCustomField to change the color) You can't just use the name of the custom field in ColumnMap -kevin > My CustomFiled is Named "Criticite" and has 3 possible values : Critique > / Majeure / Mineure and it is not mandatory > > Here is what I add in > /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/ColumnMap > : > > sub criticiteInColor { > my $Ticket = shift; > # my $criticite = $Ticket->CustomFieldObj->Type; > my $criticite = $Ticket->CustomFieldObj->CustomFieldValues('3'); > my $color = undef; > > if ($criticite eq 'Critique') { > $color = "900000"; > } elsif ($criticite eq 'Majeure') { > $color = "#AA8000"; > } elsif ($criticite eq 'Mineure') { > $color = "#000090"; > } > > $criticite = loc($criticite); > > if ( $Ticket->HasUnresolvedDependencies ) { > $criticite = "$criticite" > } > > if ($color) { > $criticite = "$criticite" > } > > return \"$criticite"; > } > > $COLUMN_MAP->{Criticite}->{value} = \&criticiteInColor; > > 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 > -------------- 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 Thu Oct 1 11:37:18 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Oct 2009 11:37:18 -0400 Subject: [rt-users] question about searching for assets (using asset tracker plugin) In-Reply-To: <4AC4B7FB.5070307@simons-rock.edu> References: <4AC4B7FB.5070307@simons-rock.edu> Message-ID: <20091001153718.GJ53612@jibsheet.com> On Thu, Oct 01, 2009 at 10:08:59AM -0400, charlie derr wrote: > I feel I'm close to the solution, but hoping someone can help. > > We have the Asset Tracker plugin installed (and so far love both RT and Asset Tracker) but I'm trying to create a report (so far > just staying within the web interface). > > When I go to create a query (to look up assets) I can select the population (12 newly entered machines) and get output that > includes Name, Description, Status and Type. We have also created a custom field called "serial number" (without the quotes, but > with the space). I've tried clicking the "Advanced Query" link and guessed at __serial number__, __SerialNumber__ and a couple > other sensible choices, but all I can get is an empty column in my search results so far. Is there a way to allow fields other > than Name, Description, Status and Type to appear? And if so, is it just a matter of guessing correctly at the syntax? If this > can be done from the web interface, that'd make me most happy, but I'm willing to listen to any suggestion for any solution. I don't use AssetTracker, but in vanilla RT when building a search, applicable Custom Fields will show up in the Display Columns box down at the bottom of the page as CustomField.{foo} and you can just select it and add 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 falcone at bestpractical.com Thu Oct 1 11:39:02 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Oct 2009 11:39:02 -0400 Subject: [rt-users] Sorting on more than 1 row in Query Builder output In-Reply-To: <4AC48A8A.4EF5.001E.0@NorMed.ca> References: <4AC48A8A.4EF5.001E.0@NorMed.ca> Message-ID: <20091001153902.GK53612@jibsheet.com> On Thu, Oct 01, 2009 at 10:55:10AM -0400, Mike Johnson wrote: > I'm trying to find how to sort on 2 columns in Query Builder output. > > Is there a key word you can put in the TicketSQL to sort? > > Or is there some way to do this? > > we are using RT 3.2.1, does the newer version support multi-field sorting? Take a look at the query builder on a 3.8 instance such as http://rt3.fsck.com/Search/Build.html (guest / guest) There are 4 sort columns available -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From slander at hearstsc.com Thu Oct 1 11:37:52 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 1 Oct 2009 11:37:52 -0400 Subject: [rt-users] User right to save searches Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06979D67FC@RCLTEXCMS02.resource.hearstcorp.com> It appears that for a user to be able to save their searches, I have to give them rights to the preferences tab. I really don't want them to be able to, for instance, change their passwords, which is under the preferences tab (they authenticate via ldap, and this would change the local password - it would get confusing....) Am I missing something obvious? Thanks Scott ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From Sul at hcp.med.harvard.edu Thu Oct 1 11:53:04 2009 From: Sul at hcp.med.harvard.edu (Sul, Young L) Date: Thu, 1 Oct 2009 11:53:04 -0400 Subject: [rt-users] RTFM and a space in my $organization In-Reply-To: <20091001153046.GG53612@jibsheet.com> References: <20091001153046.GG53612@jibsheet.com> Message-ID: The decision to use the "FOO I.T." (etc) happened way before my time. Personally, I'd love to change it to conform to the documentation. Is the Links table the only one I need to worry about? As long as I know which table gets affected, I can go ahead and make the change. Thanks! (this is a sanity check) On another note, if I wanted to make things right, I should: 1) change both $rtname and $Organization to something like "my.domain.com" 2) Check my Links table for possible fixing 3) Use the rename feature noted in http://wiki.bestpractical.com/view/RenameInstance ?? Is there a database table I should be checking as well? Thanks again for all your help. -y -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, October 01, 2009 11:31 AM To: 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] RTFM and a space in my $organization On Wed, Sep 30, 2009 at 03:52:56PM -0400, Sul, Young L wrote: > > We want to start using RTFM, so I installed it today without any problems (I believe version 2.4.2). > > I encounter an error when trying to send a response with an included RTFM article: > > Can't call method "Id" on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. > > The requestor (and watchers, etc) never get any mail. > > Looking through the lists, it *seems* the problem has to do with $Organization. Mine has a space in it (from my RT_SiteConfig.pm): > > Set( $rtname, 'FOO-HelpDesk'); > Set($Organization , "FOO I.T."); > > (This was set long before my time) > > So, if the RTFM error is indeed due to the space, what are my options? I did see this article in the wiki: > http://wiki.bestpractical.com/view/RenameInstance > > but this seems to be related to $rtname and not $Organization. > > Any advice would be greatly appreciated! If you don't have any Links between tickets (look in your Links database table) fix you Organization. If you do have Links, they'll need some fixing. >From the documentation in RT_Config.pm: ou should set this to your organization's DNS domain. For example, I or I. It's used by the linking interface to guarantee that ticket URIs are unique and easy to construct. I'm going to guess that FOO I.T. is not your domain name -kevin From falcone at bestpractical.com Thu Oct 1 11:56:48 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Oct 2009 11:56:48 -0400 Subject: [rt-users] RTFM and a space in my $organization In-Reply-To: References: <20091001153046.GG53612@jibsheet.com> Message-ID: <20091001155648.GL53612@jibsheet.com> On Thu, Oct 01, 2009 at 11:53:04AM -0400, Sul, Young L wrote: > The decision to use the "FOO I.T." (etc) happened way before my time. Personally, I'd love to change it to conform to the documentation. > > Is the Links table the only one I need to worry about? As long as I know which table gets affected, I can go ahead and make the change. Thanks! Organization will affect your Links table, rtname will affect a lot of things > (this is a sanity check) On another note, if I wanted to make things right, I should: > 1) change both $rtname and $Organization to something like "my.domain.com" > 2) Check my Links table for possible fixing > 3) Use the rename feature noted in http://wiki.bestpractical.com/view/RenameInstance I don't see why you have to change rtname, but if you want to, then you'll need follow the rename rules > Is there a database table I should be checking as well? Yes, Links -kevin > Thanks again for all your help. > > -y > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Thursday, October 01, 2009 11:31 AM > To: 'rt-users at lists.bestpractical.com' > Subject: Re: [rt-users] RTFM and a space in my $organization > > On Wed, Sep 30, 2009 at 03:52:56PM -0400, Sul, Young L wrote: > > > > We want to start using RTFM, so I installed it today without any problems (I believe version 2.4.2). > > > > I encounter an error when trying to send a response with an included RTFM article: > > > > Can't call method "Id" on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. > > > > The requestor (and watchers, etc) never get any mail. > > > > Looking through the lists, it *seems* the problem has to do with $Organization. Mine has a space in it (from my RT_SiteConfig.pm): > > > > Set( $rtname, 'FOO-HelpDesk'); > > Set($Organization , "FOO I.T."); > > > > (This was set long before my time) > > > > So, if the RTFM error is indeed due to the space, what are my options? I did see this article in the wiki: > > http://wiki.bestpractical.com/view/RenameInstance > > > > but this seems to be related to $rtname and not $Organization. > > > > Any advice would be greatly appreciated! > > If you don't have any Links between tickets (look in your Links database table) fix you Organization. If you do have Links, they'll need some fixing. > > From the documentation in RT_Config.pm: > > ou should set this to your organization's DNS domain. For example, I or I. It's used by the linking interface to guarantee that ticket URIs are unique and easy to construct. > > I'm going to guess that FOO I.T. is not your domain name > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Sul at hcp.med.harvard.edu Thu Oct 1 12:04:59 2009 From: Sul at hcp.med.harvard.edu (Sul, Young L) Date: Thu, 1 Oct 2009 12:04:59 -0400 Subject: [rt-users] RTFM and a space in my $organization In-Reply-To: <20091001155648.GL53612@jibsheet.com> References: <20091001153046.GG53612@jibsheet.com> <20091001155648.GL53612@jibsheet.com> Message-ID: Heh, I'd rather not touch $rtname. As long as the format it currently is in ('FOO-HelpDesk') won't break anything, I'm perfectly happy to keep it. I'll fix $Organization then and not bother with $rtname. Thanks again so much! -y -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, October 01, 2009 11:57 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTFM and a space in my $organization On Thu, Oct 01, 2009 at 11:53:04AM -0400, Sul, Young L wrote: > The decision to use the "FOO I.T." (etc) happened way before my time. Personally, I'd love to change it to conform to the documentation. > > Is the Links table the only one I need to worry about? As long as I know which table gets affected, I can go ahead and make the change. Thanks! Organization will affect your Links table, rtname will affect a lot of things > (this is a sanity check) On another note, if I wanted to make things right, I should: > 1) change both $rtname and $Organization to something like "my.domain.com" > 2) Check my Links table for possible fixing > 3) Use the rename feature noted in > http://wiki.bestpractical.com/view/RenameInstance I don't see why you have to change rtname, but if you want to, then you'll need follow the rename rules > Is there a database table I should be checking as well? Yes, Links -kevin > Thanks again for all your help. > > -y > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Thursday, October 01, 2009 11:31 AM > To: 'rt-users at lists.bestpractical.com' > Subject: Re: [rt-users] RTFM and a space in my $organization > > On Wed, Sep 30, 2009 at 03:52:56PM -0400, Sul, Young L wrote: > > > > We want to start using RTFM, so I installed it today without any problems (I believe version 2.4.2). > > > > I encounter an error when trying to send a response with an included RTFM article: > > > > Can't call method "Id" on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. > > > > The requestor (and watchers, etc) never get any mail. > > > > Looking through the lists, it *seems* the problem has to do with $Organization. Mine has a space in it (from my RT_SiteConfig.pm): > > > > Set( $rtname, 'FOO-HelpDesk'); > > Set($Organization , "FOO I.T."); > > > > (This was set long before my time) > > > > So, if the RTFM error is indeed due to the space, what are my options? I did see this article in the wiki: > > http://wiki.bestpractical.com/view/RenameInstance > > > > but this seems to be related to $rtname and not $Organization. > > > > Any advice would be greatly appreciated! > > If you don't have any Links between tickets (look in your Links database table) fix you Organization. If you do have Links, they'll need some fixing. > > From the documentation in RT_Config.pm: > > ou should set this to your organization's DNS domain. For example, I or I. It's used by the linking interface to guarantee that ticket URIs are unique and easy to construct. > > I'm going to guess that FOO I.T. is not your domain name > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Mike.Johnson at NorMed.ca Thu Oct 1 12:07:08 2009 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Thu, 01 Oct 2009 12:07:08 -0400 Subject: [rt-users] Sorting on more than 1 row in Query Builder output In-Reply-To: <20091001153902.GK53612@jibsheet.com> References: <4AC48A8A.4EF5.001E.0@NorMed.ca> <20091001153902.GK53612@jibsheet.com> Message-ID: <4AC49B68.4EF5.001E.0@NorMed.ca> Thats what I figured. Thanks! 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 >>> Kevin Falcone 01/10/2009 11:39 am >>> On Thu, Oct 01, 2009 at 10:55:10AM -0400, Mike Johnson wrote: > I'm trying to find how to sort on 2 columns in Query Builder output. > > Is there a key word you can put in the TicketSQL to sort? > > Or is there some way to do this? > > we are using RT 3.2.1, does the newer version support multi-field sorting? Take a look at the query builder on a 3.8 instance such as http://rt3.fsck.com/Search/Build.html (guest / guest) There are 4 sort columns available -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gabriele.Franzini at nervianoms.com Thu Oct 1 12:03:49 2009 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Thu, 1 Oct 2009 18:03:49 +0200 Subject: [rt-users] question about searching for assets (using asset tracker) References: Message-ID: <20091001161335.95E7A19B831B@diesel.bestpractical.com> Hello Charlie, You need to first select a Type, in order to get the Custom Field on the query builder page . 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 -------------------- From: Kevin Falcone Subject: Re: [rt-users] question about searching for assets (using asset tracker plugin) To: rt-users at lists.bestpractical.com Message-ID: <20091001153718.GJ53612 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Thu, Oct 01, 2009 at 10:08:59AM -0400, charlie derr wrote: > I feel I'm close to the solution, but hoping someone can help. > > We have the Asset Tracker plugin installed (and so far love both RT > and Asset Tracker) but I'm trying to create a report (so far just staying within the web interface). > > When I go to create a query (to look up assets) I can select the > population (12 newly entered machines) and get output that includes > Name, Description, Status and Type. We have also created a custom > field called "serial number" (without the quotes, but with the space). I've tried clicking the "Advanced Query" link and guessed at __serial number__, __SerialNumber__ and a couple other sensible choices, but all I can get is an empty column in my search results so far. Is there a way to allow fields other > than Name, Description, Status and Type to appear? And if so, is it just a matter of guessing correctly at the syntax? If this > can be done from the web interface, that'd make me most happy, but I'm willing to listen to any suggestion for any solution. I don't use AssetTracker, but in vanilla RT when building a search, applicable Custom Fields will show up in the Display Columns box down at the bottom of the page as CustomField.{foo} and you can just select it and add it. From kfcrocker at lbl.gov Thu Oct 1 12:34:42 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 01 Oct 2009 09:34:42 -0700 Subject: [rt-users] Supervisors on Queues and Mail feedback In-Reply-To: <4AC4C36D.6060001@cutaway.it> References: <4AC4C36D.6060001@cutaway.it> Message-ID: <4AC4DA22.7080305@lbl.gov> Andrea, We have over 100 queues with the same type of supervisory setup. What we do is make each supervisor (we call them Queue managers) of a Queue the "AdminCc" Watcher of that queue. Then we can assign different privileges to each of them as is needed and it doesn't affect any other Queue managers. We also have two basic types of groups for EACH Queue; a "Support" group and a "User" group. The Queue manager is a member of the "support" group and, of course, has all the privileges that the support group has PLUS the extra ones we allow for being the Queue manager. This setup ALSO allows us to set/not set different notification scrips on a queue-by-queue basis. Those that want 'em, get 'em. Anyway, that's the way we do it and it works fine for us. Hope this helps. Kenn LBNL On 10/1/2009 7:57 AM, Andrea Perotti wrote: > Hi > I'm looking for your opinion on how to solve the following situation. > > Our RT 3.8.2 is used by different teams, each of them has it's own > queue, and it's own team leader. > > Team leaders desire to keep an eye on the queue, and asked me a way to > see all ticket entering their group queue. > > So I added them as watcher for their respective queue. > > Now they're whining because they receive too many mail: they'd like to > receive only the first message that create the ticket and last message > that put the ticket in resolved/rejected state. > > The solution I was thinking about was to remove the watchers from the > queues and create a scrip for every team's queue, inserting directly > into the scrip mail addresses of Team Leader... > > Is it the only solution? it doesn't look so clean to me... > > Do you have any suggestion or better ideas to solve this? > > > Thank you for your time and your opinions > > > > cheers > > Andrea Perotti > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Oct 1 12:39:25 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 01 Oct 2009 09:39:25 -0700 Subject: [rt-users] User right to save searches In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06979D67FC@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D67FC@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4AC4DB3D.4040105@lbl.gov> Scott, We grant all the Create, save, edit, etc. search rights to all privileged users at the global level. Since we only grant the "SeeQueue", "CreatTicket", & "ShowTicket" rights to a queue at the Queue level only, by granting the search rights globally, the actual queues they can sees defers to the rights granted at the Queue level. Much less maintenance AND everyone has all the "search" rights to whatever Queue they can see. Hope this helps. Kenn LBNL On 10/1/2009 8:37 AM, Lander, Scott wrote: > It appears that for a user to be able to save their searches, I have > to give them rights to the preferences tab. I really don't want them > to be able to, for instance, change their passwords, which is under > the preferences tab (they authenticate via ldap, and this would change > the local password - it would get confusing....) > > Am I missing something obvious? > > Thanks > Scott > > > ------------------------------------------------------------------------------------ > This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. > ------------------------------------------------------------------------------------ > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From hall at fas.sfu.ca Thu Oct 1 12:49:32 2009 From: hall at fas.sfu.ca (Gary Hall) Date: Thu, 01 Oct 2009 09:49:32 -0700 Subject: [rt-users] Shredding Users wipes out a Ticket - bug? Message-ID: <4AC4DD9C.50608@fas.sfu.ca> I have a script executed by a cron job that is intended to remove unprivileged Users who are not Watchers from the DB. The Shredder command it generates looks like this: /opt/rt3/sbin/rt-shredder --force -sqldump /opt/rt3/var/data/RT-Shredder/Users/2009-10-01-7384.sql --plugin 'Users=status,any;limit,100;no_tickets,1;replace_relations,Nobody;member_of,unprivileged' A recent run removed a Ticket apparently because it had earlier removed a User who had submitted a Reply to that Ticket. The User was otherwise not a Watcher of any Ticket. The user (i.e., the person who owned the shredded User account) also owned the (different) account that was the Requestor for the shredded Ticket. I.e., Person P submits request using email account A(EM) RT creates Ticket T and possibly RT account A(RT) P responds to Reply from RT using email account B(EM) RT creates RT account B(RT) Shredder removes B(RT) because B(RT) is not a Watcher of any Ticket and as part of the same process Shredder removes Ticket T (because it contains content submitted by B(RT)?) Is this a bug? It would seem so to me. Is there a workaround? -- Gary Hall Network Support Group Simon Fraser University From slander at hearstsc.com Thu Oct 1 13:02:56 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 1 Oct 2009 13:02:56 -0400 Subject: [rt-users] User right to save searches In-Reply-To: <4AC4DB3D.4040105@lbl.gov> Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6849@RCLTEXCMS02.resource.hearstcorp.com> Ken, Thanks for your reply. My setup is similar - actually - identical. Although I have given, globally to privileged users, the rights CreateSavedSearch, EditSavedSearch and ShowSavedSearch along with all other rights, they still can't actually save a search unless I also give them ModifySelf (which presents the preferences tab that I don't want them to have....) ________________________________ From: Ken Crocker [mailto:kfcrocker at lbl.gov] Sent: Thursday, October 01, 2009 12:39 PM To: Lander, Scott Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] User right to save searches Scott, We grant all the Create, save, edit, etc. search rights to all privileged users at the global level. Since we only grant the "SeeQueue", "CreatTicket", & "ShowTicket" rights to a queue at the Queue level only, by granting the search rights globally, the actual queues they can sees defers to the rights granted at the Queue level. Much less maintenance AND everyone has all the "search" rights to whatever Queue they can see. Hope this helps. Kenn LBNL On 10/1/2009 8:37 AM, Lander, Scott wrote: It appears that for a user to be able to save their searches, I have to give them rights to the preferences tab. I really don't want them to be able to, for instance, change their passwords, which is under the preferences tab (they authenticate via ldap, and this would change the local password - it would get confusing....) Am I missing something obvious? Thanks Scott ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ ________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------------------------------------------ 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 eroode at barrack.com Thu Oct 1 13:35:38 2009 From: eroode at barrack.com (Roode, Eric) Date: Thu, 1 Oct 2009 13:35:38 -0400 Subject: [rt-users] Content-Transfer-Encoding e-mail header Message-ID: <26412C18F3707C4DBBE365577A22418005799F02@MX1.barrack.com> Hello all, We are having a problem where e-mail is not being delivered to addresses outside our domain. I have narrowed down the problem to the e-mail headers that RT generates. But I am clueless as to why this is a problem. We are an all-Windows shop, except for one ubuntu 8.10 server that runs RT 3.8 under Apache 2. For mail, it uses Postfix, and routes all mail to our local Exchange server (Exchange 2003 under Windows Server 2000). For e-mail that RT sends to recipients inside our domain, it all works well. But we have some contractors who need to receive e-mail from RT on certain events, and these contractors have addresses outside our network. But the mail is never delivered. After much experimentation, I narrowed the problem down to the "Content-Transfer-Encoding: 8bit" header. If that header is present, e-mail does not get delivered outside our network (e.g. to gmail.com, yahoo.com, anywhere); if that header is absent, e-mail goes through fine. syslog tells me nothing useful: No matter what, it reports "mail queued for delivery", which I presume is coming from the Exchange server. Now, I know this is not an RT problem, because I reproduced the problem consistently at the ubuntu command line by manually invoking sendmail. But a) I wonder if that header is required by RT, or if an alternative (base64?) could be used instead; and b) Maybe I'll get lucky and someone on the list will know a solution anyhow. Thanks in advance, Eric J. Roode Senior Enterprise Developer Barrack, Rodos & Bacine (215) 963-0600 -------------- next part -------------- An HTML attachment was scrubbed... URL: From slander at hearstsc.com Thu Oct 1 13:49:28 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 1 Oct 2009 13:49:28 -0400 Subject: [rt-users] Content-Transfer-Encoding e-mail header In-Reply-To: <26412C18F3707C4DBBE365577A22418005799F02@MX1.barrack.com> Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6879@RCLTEXCMS02.resource.hearstcorp.com> I think newer sendmails takes a -B option of 7BIT, or 8BITMIME. Check your sendmail man pages. Test it on the command line. Fix it by copying the sendmail lines from your RT_Config.om to your RT_SiteConfig.pm, and changing them there (and, then restarting apache...) ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roode, Eric Sent: Thursday, October 01, 2009 1:36 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Content-Transfer-Encoding e-mail header Hello all, We are having a problem where e-mail is not being delivered to addresses outside our domain. I have narrowed down the problem to the e-mail headers that RT generates. But I am clueless as to why this is a problem. We are an all-Windows shop, except for one ubuntu 8.10 server that runs RT 3.8 under Apache 2. For mail, it uses Postfix, and routes all mail to our local Exchange server (Exchange 2003 under Windows Server 2000). For e-mail that RT sends to recipients inside our domain, it all works well. But we have some contractors who need to receive e-mail from RT on certain events, and these contractors have addresses outside our network. But the mail is never delivered. After much experimentation, I narrowed the problem down to the "Content-Transfer-Encoding: 8bit" header. If that header is present, e-mail does not get delivered outside our network (e.g. to gmail.com, yahoo.com, anywhere); if that header is absent, e-mail goes through fine. syslog tells me nothing useful: No matter what, it reports "mail queued for delivery", which I presume is coming from the Exchange server. Now, I know this is not an RT problem, because I reproduced the problem consistently at the ubuntu command line by manually invoking sendmail. But a) I wonder if that header is required by RT, or if an alternative (base64?) could be used instead; and b) Maybe I'll get lucky and someone on the list will know a solution anyhow. Thanks in advance, Eric J. Roode Senior Enterprise Developer Barrack, Rodos & Bacine (215) 963-0600 ------------------------------------------------------------------------------------ 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 eroode at barrack.com Thu Oct 1 14:19:55 2009 From: eroode at barrack.com (Roode, Eric) Date: Thu, 1 Oct 2009 14:19:55 -0400 Subject: [rt-users] Content-Transfer-Encoding e-mail header In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6879@RCLTEXCMS02.resource.hearstcorp.com> References: <26412C18F3707C4DBBE365577A22418005799F02@MX1.barrack.com> <39A20BAEB14A6344A0646DD5C8F98D4B06979D6879@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <26412C18F3707C4DBBE365577A22418005799F18@MX1.barrack.com> From: Lander, Scott [mailto:slander at hearstsc.com] Sent: Thursday, October 01, 2009 1:49 PM To: Roode, Eric; rt-users at lists.bestpractical.com Subject: RE: Content-Transfer-Encoding e-mail header > I think newer sendmails takes a -B option of 7BIT, or 8BITMIME. > Check your sendmail man pages. Test it on the command line. > Fix it by copying the sendmail lines from your RT_Config.om to your RT_SiteConfig.pm, and changing them there (and, then restarting apache...) Thanks for the tip. It didn't seem to help. With -B 8BITMIME, messages were delivered locally, but not out to the outside world, whether Content-Transfer-Encoding was there or not. With -B 7BIT, messages were delivered locally, but did not make it to the outside world if the Content-Transfer-Encoding header was present (i.e., the same behavior as before). - Eric From slander at hearstsc.com Thu Oct 1 14:35:04 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 1 Oct 2009 14:35:04 -0400 Subject: [rt-users] Content-Transfer-Encoding e-mail header In-Reply-To: <26412C18F3707C4DBBE365577A22418005799F18@MX1.barrack.com> Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06979D68A3@RCLTEXCMS02.resource.hearstcorp.com> Got to thinking about this for a minute, and I think that Ubuntu actually uses exim, not sendmail - you can check by running sendmail -bV, which should give the version of sendmail (or exim) you are using... If it is exim, it should be completely 8bit clean. So, someone in the middle is blocking it. You might try not allowing rich text emails, by changing adding this to your RT_SiteConfig.pm Set($MessageBoxRichText, 0); At least, I think that's what this will do! :) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roode, Eric Sent: Thursday, October 01, 2009 2:20 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Content-Transfer-Encoding e-mail header From: Lander, Scott [mailto:slander at hearstsc.com] Sent: Thursday, October 01, 2009 1:49 PM To: Roode, Eric; rt-users at lists.bestpractical.com Subject: RE: Content-Transfer-Encoding e-mail header > I think newer sendmails takes a -B option of 7BIT, or 8BITMIME. > Check your sendmail man pages. Test it on the command line. > Fix it by copying the sendmail lines from your RT_Config.om to your RT_SiteConfig.pm, and changing them there (and, then restarting apache...) Thanks for the tip. It didn't seem to help. With -B 8BITMIME, messages were delivered locally, but not out to the outside world, whether Content-Transfer-Encoding was there or not. With -B 7BIT, messages were delivered locally, but did not make it to the outside world if the Content-Transfer-Encoding header was present (i.e., the same behavior as before). - Eric _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ From jpierce at cambridgeenergyalliance.org Thu Oct 1 14:39:24 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 1 Oct 2009 14:39:24 -0400 Subject: [rt-users] Content-Transfer-Encoding e-mail header In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06979D68A3@RCLTEXCMS02.resource.hearstcorp.com> References: <26412C18F3707C4DBBE365577A22418005799F18@MX1.barrack.com> <39A20BAEB14A6344A0646DD5C8F98D4B06979D68A3@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: On Thu, Oct 1, 2009 at 14:35, Lander, Scott wrote: > ?Got to thinking about this for a minute, and I think that Ubuntu actually uses exim, not sendmail - you can check by running sendmail -bV, which should give the version of sendmail (or exim) you are using... IME Ubuntu uses postfix, which is actually what Eric said he was using... (Postfix provides a wrapper called sendmail for compatability) -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Thu Oct 1 14:54:31 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 01 Oct 2009 11:54:31 -0700 Subject: [rt-users] User right to save searches In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6849@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6849@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4AC4FAE7.2030307@lbl.gov> Scott, Yea. I can see that. We kind of went around that by the way we use LDAP for our sign-ons. It doesn't matter what they do to their password in "Preferences", it always gets overridden by LDAP. In other words, they can't screw it up. Kenn LBNL On 10/1/2009 10:02 AM, Lander, Scott wrote: > Ken, Thanks for your reply. > > My setup is similar - actually - identical. Although I have given, > globally to privileged users, the rights CreateSavedSearch, > EditSavedSearch and ShowSavedSearch along with all other rights, they > still can't actually save a search unless I also give them ModifySelf > (which presents the preferences tab that I don't want them to have....) > > ------------------------------------------------------------------------ > *From:* Ken Crocker [mailto:kfcrocker at lbl.gov] > *Sent:* Thursday, October 01, 2009 12:39 PM > *To:* Lander, Scott > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] User right to save searches > > Scott, > > We grant all the Create, save, edit, etc. search rights to all > privileged users at the global level. Since we only grant the > "SeeQueue", "CreatTicket", & "ShowTicket" rights to a queue at the > Queue level only, by granting the search rights globally, the actual > queues they can sees defers to the rights granted at the Queue level. > Much less maintenance AND everyone has all the "search" rights to > whatever Queue they can see. Hope this helps. > > Kenn > LBNL > > On 10/1/2009 8:37 AM, Lander, Scott wrote: >> It appears that for a user to be able to save their searches, I have >> to give them rights to the preferences tab. I really don't want >> them to be able to, for instance, change their passwords, which is >> under the preferences tab (they authenticate via ldap, and this would >> change the local password - it would get confusing....) >> >> Am I missing something obvious? >> >> Thanks >> Scott >> >> >> ------------------------------------------------------------------------------------ >> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. >> ------------------------------------------------------------------------------------ >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > ------------------------------------------------------------------------------------ > 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 falcone at bestpractical.com Thu Oct 1 14:55:13 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Oct 2009 14:55:13 -0400 Subject: [rt-users] Content-Transfer-Encoding e-mail header In-Reply-To: <26412C18F3707C4DBBE365577A22418005799F02@MX1.barrack.com> References: <26412C18F3707C4DBBE365577A22418005799F02@MX1.barrack.com> Message-ID: <20091001185513.GA776@jibsheet.com> On Thu, Oct 01, 2009 at 01:35:38PM -0400, Roode, Eric wrote: > Hello all, > > We are having a problem where e-mail is not being delivered to addresses outside our > domain. I have narrowed down the problem to the e-mail headers that RT generates. But I am > clueless as to why this is a problem. > > We are an all-Windows shop, except for one ubuntu 8.10 server that runs RT 3.8 under > Apache 2. For mail, it uses Postfix, and routes all mail to our local Exchange server > (Exchange 2003 under Windows Server 2000). For e-mail that RT sends to recipients inside our > domain, it all works well. But we have some contractors who need to receive e-mail from RT on > certain events, and these contractors have addresses outside our network. But the mail is > never delivered. > > After much experimentation, I narrowed the problem down to the "Content-Transfer-Encoding: > 8bit" header. If that header is present, e-mail does not get delivered outside our network > (e.g. to gmail.com, yahoo.com, anywhere); if that header is absent, e-mail goes through fine. > > syslog tells me nothing useful: No matter what, it reports "mail queued for delivery", > which I presume is coming from the Exchange server. What do your exchange mail logs say? > Now, I know this is not an RT problem, because I reproduced the problem consistently at > the ubuntu command line by manually invoking sendmail. But a) I wonder if that header is > required by RT, or if an alternative (base64?) could be used instead; and b) Maybe I'll get > lucky and someone on the list will know a solution anyhow. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From slake at bcssi.com Thu Oct 1 15:02:11 2009 From: slake at bcssi.com (Seth Lake) Date: Thu, 1 Oct 2009 15:02:11 -0400 Subject: [rt-users] Assets in Dashboard Message-ID: <5E9FF12B52ED204A93333E4D767299750427F2AB@seadog.bcssi.com> Hoping someone has already run into this issue and may have a solution. Would like to be able to add asset saved queries to a dashboard for an automated report. I see all the ticket saved queries, but nothing asset-related. Thank for any help. From slander at hearstsc.com Thu Oct 1 15:02:45 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 1 Oct 2009 15:02:45 -0400 Subject: [rt-users] User right to save searches In-Reply-To: <4AC4FAE7.2030307@lbl.gov> Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06979D68BA@RCLTEXCMS02.resource.hearstcorp.com> Sigh... Yeah, They can't really modify their passwd in ours either. I just don't want them thinking they can, either! I can hear it now - I just changed my password, and now it won't let me in using my new password - Can you reset my password for me, please? 50 times a day..... I am still hoping there might be some way to grant SaveSearch (and, actually get it..) without exposing the preferences tab.... ________________________________ From: Ken Crocker [mailto:kfcrocker at lbl.gov] Sent: Thursday, October 01, 2009 2:55 PM To: Lander, Scott Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] User right to save searches Scott, Yea. I can see that. We kind of went around that by the way we use LDAP for our sign-ons. It doesn't matter what they do to their password in "Preferences", it always gets overridden by LDAP. In other words, they can't screw it up. Kenn LBNL On 10/1/2009 10:02 AM, Lander, Scott wrote: Ken, Thanks for your reply. My setup is similar - actually - identical. Although I have given, globally to privileged users, the rights CreateSavedSearch, EditSavedSearch and ShowSavedSearch along with all other rights, they still can't actually save a search unless I also give them ModifySelf (which presents the preferences tab that I don't want them to have....) ________________________________ From: Ken Crocker [mailto:kfcrocker at lbl.gov] Sent: Thursday, October 01, 2009 12:39 PM To: Lander, Scott Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] User right to save searches Scott, We grant all the Create, save, edit, etc. search rights to all privileged users at the global level. Since we only grant the "SeeQueue", "CreatTicket", & "ShowTicket" rights to a queue at the Queue level only, by granting the search rights globally, the actual queues they can sees defers to the rights granted at the Queue level. Much less maintenance AND everyone has all the "search" rights to whatever Queue they can see. Hope this helps. Kenn LBNL On 10/1/2009 8:37 AM, Lander, Scott wrote: It appears that for a user to be able to save their searches, I have to give them rights to the preferences tab. I really don't want them to be able to, for instance, change their passwords, which is under the preferences tab (they authenticate via ldap, and this would change the local password - it would get confusing....) Am I missing something obvious? Thanks Scott ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ ________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------------------------------------------ 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. ------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------ 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 slander at hearstsc.com Thu Oct 1 15:04:55 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 1 Oct 2009 15:04:55 -0400 Subject: [rt-users] Content-Transfer-Encoding e-mail header In-Reply-To: Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06979D68BF@RCLTEXCMS02.resource.hearstcorp.com> OK - AFAIK, postfix.sendmail uses the -B 8BITMIME option. But, there is also an option: disable_mime_output_conversion=yes Which might help... -----Original Message----- From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: Thursday, October 01, 2009 2:39 PM To: Lander, Scott Cc: Roode, Eric; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Content-Transfer-Encoding e-mail header On Thu, Oct 1, 2009 at 14:35, Lander, Scott wrote: > Got to thinking about this for a minute, and I think that Ubuntu actually uses exim, not sendmail - you can check by running sendmail -bV, which should give the version of sendmail (or exim) you are using... IME Ubuntu uses postfix, which is actually what Eric said he was using... (Postfix provides a wrapper called sendmail for compatability) -- Cambridge Energy Alliance: Save money. Save the planet. ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ From smithj4 at bnl.gov Thu Oct 1 16:48:37 2009 From: smithj4 at bnl.gov (Jason A. Smith) Date: Thu, 01 Oct 2009 16:48:37 -0400 Subject: [rt-users] MergeUsers extension for RT problem. Message-ID: <1254430117.7047.298.camel@smith.racf.bnl.gov> I am setting up a new RT server, version 3.8.5 and tried RT-Extension-MergeUsers, version 0.03 available from CPAN. It seems to work as expected, except for one problem. When viewing the target user of the merge, I see a comment like: (485) merged into this user But under in the "Merge user" box, it doesn't display the merged username correctly, it just says: The following users have been merged into this user: and then the Unmerge button. When viewing the merged user data, I see the complementary comment: Merged into smithj4 at bnl.gov (447) and in the "Merge user" box I see more complete info: This user has been merged with smithj4 at bnl.gov; I also tried manually running the rt-update-merged-users script, but it doesn't seem to fix it, and just reports: 447 already has 485 in the merge list DONE. Is this a bug or something missing/wrong with my setup? ~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. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3906 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Oct 1 17:53:37 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 01 Oct 2009 14:53:37 -0700 Subject: [rt-users] User right to save searches In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06979D68BA@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D68BA@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4AC524E1.3010001@lbl.gov> Scott, Maybe if you found the code that displays the User Preference edit screen, you could insert code to display a line that says no matter what they do, their changes to password will be ignored. That's about the only thing I can think of right now. Kenn LBNL On 10/1/2009 12:02 PM, Lander, Scott wrote: > Sigh... Yeah, They can't really modify their passwd in ours either. > I just don't want them thinking they can, either! I can hear it now > - I just changed my password, and now it won't let me in using my new > password - Can you reset my password for me, please? 50 times a > day..... > > I am still hoping there might be some way to grant SaveSearch (and, > actually get it..) without exposing the preferences tab.... > > > ------------------------------------------------------------------------ > *From:* Ken Crocker [mailto:kfcrocker at lbl.gov] > *Sent:* Thursday, October 01, 2009 2:55 PM > *To:* Lander, Scott > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] User right to save searches > > Scott, > > Yea. I can see that. We kind of went around that by the way we use > LDAP for our sign-ons. It doesn't matter what they do to their > password in "Preferences", it always gets overridden by LDAP. In other > words, they can't screw it up. > > Kenn > LBNL > > On 10/1/2009 10:02 AM, Lander, Scott wrote: >> Ken, Thanks for your reply. >> >> My setup is similar - actually - identical. Although I have given, >> globally to privileged users, the rights CreateSavedSearch, >> EditSavedSearch and ShowSavedSearch along with all other rights, they >> still can't actually save a search unless I also give them ModifySelf >> (which presents the preferences tab that I don't want them to have....) >> >> ------------------------------------------------------------------------ >> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov] >> *Sent:* Thursday, October 01, 2009 12:39 PM >> *To:* Lander, Scott >> *Cc:* rt-users at lists.bestpractical.com >> *Subject:* Re: [rt-users] User right to save searches >> >> Scott, >> >> We grant all the Create, save, edit, etc. search rights to all >> privileged users at the global level. Since we only grant the >> "SeeQueue", "CreatTicket", & "ShowTicket" rights to a queue at the >> Queue level only, by granting the search rights globally, the actual >> queues they can sees defers to the rights granted at the Queue level. >> Much less maintenance AND everyone has all the "search" rights to >> whatever Queue they can see. Hope this helps. >> >> Kenn >> LBNL >> >> On 10/1/2009 8:37 AM, Lander, Scott wrote: >>> It appears that for a user to be able to save their searches, I have >>> to give them rights to the preferences tab. I really don't want >>> them to be able to, for instance, change their passwords, which is >>> under the preferences tab (they authenticate via ldap, and this >>> would change the local password - it would get confusing....) >>> >>> Am I missing something obvious? >>> >>> Thanks >>> Scott >>> >>> >>> ------------------------------------------------------------------------------------ >>> This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. >>> ------------------------------------------------------------------------------------ >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> ------------------------------------------------------------------------------------ >> 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. >> ------------------------------------------------------------------------------------ >> > ------------------------------------------------------------------------------------ > 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 lanz at stanford.edu Thu Oct 1 20:01:02 2009 From: lanz at stanford.edu (Kai Lanz) Date: Thu, 1 Oct 2009 17:01:02 -0700 Subject: [rt-users] main-squished.css is missing Message-ID: <1E160DA4-FB25-4FFD-B39F-9C60F2B49532@stanford.edu> Setup: RT-3.8.5, Perl-5.8.5, Apache-2.0.63, RHEL-4 on x86_64 Intel. When I surf to the RT login page, I get an un-styled "text-only" display. (I do see the Best Practical logo in the upper-left, and I do see the red check-mark favicon in my browser's address bar.) According to the Apache error_log, the problem is that the CSS file isn't present: [Thu Oct 01 13:45:17 2009] [error] [client 171.64.171.122] File does not exist: /usr/local/rt3/share/html/NoAuth/css/web2/main-squished.css, referer: http://pangea2.stanford.edu/rt/ The path given in the error message is the correct one, and Apache is right that the main-squished.css file is not there. I understand that the main-squished.css file is generated "on the fly" -- who's supposed to do that, and when does it happen? There are no other errors in Apache's logs, and there are no entries from RT in /var/log/messages. Is there someplace else I can look? Here's my RT_SiteConfig.pm: Set( $rtname, 'SES'); Set($Timezone , 'US/Pacific'); Set($Organization , "es.stanford.edu"); Set($Webpath , "/rt"); Set($WebBaseURL , "http://pangea2.stanford.edu"); Set($CorrespondAddress , 'esit at sesmail.stanford.edu'); Set($CommentAddress , 'esit-comment at sesmail.stanford.edu'); Set($OwnerEmail , 'rt-manager'); @LogToSyslogConf = ( facility => 'local3', min_level => 'warning' ) unless (@LogToSyslogConf); And here are the relevant snippets from httpd.conf: LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi AddHandler fastcgi-script fcgi Alias /NoAuth /usr/local/rt3/share/html/NoAuth ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi/ I had to set the NoAuth alias to the value shown here to get rid of an earlier error from Apache -- "File does not exist: /WWW/NoAuth". I've tried several fixes, none of which work for me: o Make the directories under NoAuth/css, like web2, writable by the group Apache runs under (sesweb). o Try 3.4-compat instead of web2. o Try WebPath of "" instead of "/rt". o Confirm CSS::Squish is installed. o Flush mason cache (delete the var/mason_data/obj directory and its contents). o Reset browser (Safari) or use a different browser (FireFox). o Restart Apache for each test. o Surf to /NoAuth/css/web2/main-squished.css directly with my browser; this results in the exact same error as I get when opening the RT login page, except that the "referer" clause is absent. I'm out of ideas. How can I troubleshoot/fix this? -- Kai Lanz Stanford University School of Earth Sciences From falcone at bestpractical.com Thu Oct 1 20:19:28 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Oct 2009 20:19:28 -0400 Subject: [rt-users] main-squished.css is missing In-Reply-To: <1E160DA4-FB25-4FFD-B39F-9C60F2B49532@stanford.edu> References: <1E160DA4-FB25-4FFD-B39F-9C60F2B49532@stanford.edu> Message-ID: <20091002001928.GA3693@jibsheet.com> On Thu, Oct 01, 2009 at 05:01:02PM -0700, Kai Lanz wrote: > > Setup: RT-3.8.5, Perl-5.8.5, Apache-2.0.63, RHEL-4 on x86_64 Intel. > > When I surf to the RT login page, I get an un-styled "text-only" > display. > (I do see the Best Practical logo in the upper-left, and I do see the > red > check-mark favicon in my browser's address bar.) According to the Apache > error_log, the problem is that the CSS file isn't present: > > [Thu Oct 01 13:45:17 2009] [error] [client 171.64.171.122] File does > not exist: > /usr/local/rt3/share/html/NoAuth/css/web2/main-squished.css, referer: > http://pangea2.stanford.edu/rt/ > > The path given in the error message is the correct one, and Apache is > right > that the main-squished.css file is not there. > > I understand that the main-squished.css file is generated "on the > fly" -- > who's supposed to do that, and when does it happen? > > There are no other errors in Apache's logs, and there are no entries > from > RT in /var/log/messages. Is there someplace else I can look? > > Here's my RT_SiteConfig.pm: > > Set( $rtname, 'SES'); > Set($Timezone , 'US/Pacific'); > Set($Organization , "es.stanford.edu"); > Set($Webpath , "/rt"); > Set($WebBaseURL , "http://pangea2.stanford.edu"); > Set($CorrespondAddress , 'esit at sesmail.stanford.edu'); > Set($CommentAddress , 'esit-comment at sesmail.stanford.edu'); > Set($OwnerEmail , 'rt-manager'); > @LogToSyslogConf = ( facility => 'local3', min_level => 'warning' ) > unless (@LogToSyslogConf); > > And here are the relevant snippets from httpd.conf: > > LoadModule fastcgi_module modules/mod_fastcgi.so > FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi > AddHandler fastcgi-script fcgi > Alias /NoAuth /usr/local/rt3/share/html/NoAuth This prevents the mason dhandler from running and producing css > ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi/ > > I had to set the NoAuth alias to the value shown here to get rid of > an earlier > error from Apache -- "File does not exist: /WWW/NoAuth". Sounds like an apache config issue, but you've found the wrong solution to it. -kevin > I've tried several fixes, none of which work for me: > > o Make the directories under NoAuth/css, like web2, writable by the > group > Apache runs under (sesweb). > > o Try 3.4-compat instead of web2. > > o Try WebPath of "" instead of "/rt". > > o Confirm CSS::Squish is installed. > > o Flush mason cache (delete the var/mason_data/obj directory and its > contents). > > o Reset browser (Safari) or use a different browser (FireFox). > > o Restart Apache for each test. > > o Surf to /NoAuth/css/web2/main-squished.css directly with my > browser; this > results in the exact same error as I get when opening the RT login > page, > except that the "referer" clause is absent. > > I'm out of ideas. How can I troubleshoot/fix this? > > -- > Kai Lanz Stanford University School of Earth > Sciences > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kirby at umbc.edu Fri Oct 2 06:01:19 2009 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 2 Oct 2009 06:01:19 -0400 Subject: [rt-users] Cut/paste in reply or comment Message-ID: I am on 3.82 and when some users cut/paste into a reply or comment the history show lots of special characters I cannot replicate this even when I try what they said they did. Any ideas? I ignored the first ticket as oper error but I have gotten a few more and from some folks who are good technically Thanks for any help you can give Joe From andy.speagle at wichita.edu Fri Oct 2 08:46:24 2009 From: andy.speagle at wichita.edu (Andy Speagle) Date: Fri, 02 Oct 2009 07:46:24 -0500 Subject: [rt-users] Cut/paste in reply or comment In-Reply-To: References: Message-ID: <1254487584.28966.37.camel@muaddib.wichita.edu> On Fri, 2009-10-02 at 05:01 -0500, Joe Kirby wrote: > I am on 3.82 and when some users cut/paste into a reply or comment > the > history show lots of special characters > > I cannot replicate this even when I try what they said they did. > > Any ideas? I ignored the first ticket as oper error but I have > gotten > a few more and from some folks who are good technically Now, interesting copy/paste issues I've seen have been with newer MS products (office & things). When you cut/copy text from something like MS Outlook, it copies as HTML formatted text. When you paste that into RT, you can't tell immediately that it's HTML because RT is web-based and handles it just fine... shows you only the text that you think you copied. However, ALL of this goes into the database and if you have the default 12k inline character limit setup... RT will complain that it's not raw text, because it truncates it somewhere in the middle of the HTML formatting and becomes confused about the nature of the content. You can see in plain text exactly what was posted by clicking the "Download" link in the history... Can you give more information regarding how the user was copy/paste'ing? What kind of data? From which software?... -- Andy Speagle "THE Student" - UCATS Wichita State University -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part URL: From dominic.hargreaves at oucs.ox.ac.uk Fri Oct 2 10:05:28 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 2 Oct 2009 15:05:28 +0100 Subject: [rt-users] rt2tort3: problems importing scrips Message-ID: <20091002140528.GB6429@gunboat-diplomat.oucs.ox.ac.uk> Hi, I'm currently preparing an upgrade from RT 2.0 to RT 3.8, and I'm working through various problems with the rt2tort3 process (I'll post some patches to other miscellaneous problems when I'm done). Currently I'm noticing that each time a scrip (global or per-queue) import is attempted by dumpfile-to-rt-3.0, the warning [Fri Oct 2 12:58:31 2009] [warning]: Use of uninitialized value $_[1] in join or string at (eval 1108) line 2. ((eval 1108):2) is logged, and no scrip is created in the database. This warning corresponds to the call $so->Create(%params); in the import_scrip subroutine in dumpfile-to-rt-3.0, and one example %params is: $VAR1 = { 'ScripCondition' => 'On Forward', 'ScripAction' => 'Forward To Third Party', 'Queue' => '0', 'Template' => 'Correspondence', 'Description' => 'Imported from RT 2.0' }; Reading through RT::Scrip, RT::Record and DBIx::SearchBuilder::Record, I can't see what is causing this problem - the data being passed through by RT::Scrip::Create looks fine. Import system is Debian lenny, perl 5.10.0, RT 3.8.5, postgres 8.3.7. Does this sound familiar to anyone who knows the RT code in more depth than I? Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From dominic.hargreaves at oucs.ox.ac.uk Fri Oct 2 10:20:10 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 2 Oct 2009 15:20:10 +0100 Subject: [rt-users] rt2tort3: problems importing scrips In-Reply-To: <20091002140528.GB6429@gunboat-diplomat.oucs.ox.ac.uk> References: <20091002140528.GB6429@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091002142010.GC6429@gunboat-diplomat.oucs.ox.ac.uk> On Fri, Oct 02, 2009 at 03:05:28PM +0100, Dominic Hargreaves wrote: > Hi, > > I'm currently preparing an upgrade from RT 2.0 to RT 3.8, and I'm > working through various problems with the rt2tort3 process (I'll > post some patches to other miscellaneous problems when I'm done). > > Currently I'm noticing that each time a scrip (global or per-queue) > import is attempted by dumpfile-to-rt-3.0, the warning > > [Fri Oct 2 12:58:31 2009] [warning]: Use of uninitialized value $_[1] in join or string at (eval 1108) line 2. ((eval 1108):2) > > is logged, and no scrip is created in the database. Apologies; it does appear that the scrips are being created (must have been caught out by transactional changes when checking earlier) but it would still be nice to get to the bottom of the warnings. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From falcone at bestpractical.com Fri Oct 2 11:36:48 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Oct 2009 11:36:48 -0400 Subject: [rt-users] MergeUsers extension for RT problem. In-Reply-To: <1254430117.7047.298.camel@smith.racf.bnl.gov> References: <1254430117.7047.298.camel@smith.racf.bnl.gov> Message-ID: <20091002153648.GB3693@jibsheet.com> On Thu, Oct 01, 2009 at 04:48:37PM -0400, Jason A. Smith wrote: > I am setting up a new RT server, version 3.8.5 and tried > RT-Extension-MergeUsers, version 0.03 available from CPAN. > > It seems to work as expected, except for one problem. When viewing the > target user of the merge, I see a comment like: > > (485) merged into this user > > But under in the "Merge user" box, it doesn't display the merged > username correctly, it just says: > > The following users have been merged into this user: > > and then the Unmerge button. > > > When viewing the merged user data, I see the complementary comment: > > Merged into smithj4 at bnl.gov (447) > > and in the "Merge user" box I see more complete info: > > This user has been merged with smithj4 at bnl.gov; > > > I also tried manually running the rt-update-merged-users script, but it > doesn't seem to fix it, and just reports: > > 447 already has 485 in the merge list > DONE. You're going to need to poke in the db, because I haven't seen this reported before. Also, the rt-update-merged-users script is ONLY needed if you've upgraded from a 3.6 instance using an old MergeUsers extension (there are now bidirectional informational messages). You can use select id from Attributes where Name = 'MergedUsers' and ObjectId in (447,485) and then run the /opt/rt3/sbing/rt-attributes-viewer with the attribute id to see what is stored there. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From stephen at scaffidi.net Fri Oct 2 12:51:20 2009 From: stephen at scaffidi.net (Steve Scaffidi) Date: Fri, 2 Oct 2009 12:51:20 -0400 Subject: [rt-users] Creating tickets from email without creating new users but still able to reply to originating address Message-ID: I've looked extensively through the mailing list archives and searched google but I feel like I have not found a definitive answer for what it is I want to do. We have an old instance of RT (2.0.14) that creates tickets when customers send email and this has resulted in over 400,000 user records in the system. Tickets containing spam are deleted by the staff each morning, but of course the user records for those messages still remain. Some analysis of the system showed that even with the spam users removed there are still nearly 170,000 'legit' user records. I am now setting up a new instance of RT (3.6) with spam filtering in front of it, but I still do not wish to have so many users in the system - it slows things down greatly and since they do not need *any* privileges I am hoping I can forgo creating accounts entirely. I wish to set it up so it works as follows: 1. If an email is from an email address that matches an existing user that exists in RT, a ticket is created with that user as the requestor. 2. If an email is from an email address that does not match any user, a ticket is created with a special 'email user' as the requestor 3. When someone replies to a ticket created via email as per #2 the reply is sent to the original email address but still does not create a user in RT. It seems at least one other person has tried to set up something similar: http://www.gossamer-threads.com/lists/rt/users/55657#55657 If this is just impossible or would take a foolish amount to do, please let me know. However if someone out there has done this or knows how I would be greatly obliged! -- -- Steve Scaffidi From jpierce at cambridgeenergyalliance.org Fri Oct 2 13:10:28 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 2 Oct 2009 13:10:28 -0400 Subject: [rt-users] Creating tickets from email without creating new users but still able to reply to originating address In-Reply-To: References: Message-ID: > ?1. If an email is from an email address that matches an existing > user that exists in RT, a ticket is created with that user as the > requestor. Out of the box. > ?2. If an email is from an email address that does not match any > user, a ticket is created with a special 'email user' as the requestor Doable with a custom Interface::Email extension > ?3. When someone replies to a ticket created via email as per #2 the > reply is sent to the original email address but still does not create > a user in RT. That will be tougher since AFAIK RT uses the user to fill in the message template. You could try stashing the actual recipient in another header (though RT seems to discard any it does not need), or another table, and pull it out in your template code to set the actual recipient header. -- Cambridge Energy Alliance: Save money. Save the planet. From lanz at stanford.edu Fri Oct 2 13:36:06 2009 From: lanz at stanford.edu (Kai Lanz) Date: Fri, 2 Oct 2009 10:36:06 -0700 Subject: [rt-users] main-squished.css is missing In-Reply-To: <20091002001928.GA3693@jibsheet.com> References: <1E160DA4-FB25-4FFD-B39F-9C60F2B49532@stanford.edu> <20091002001928.GA3693@jibsheet.com> Message-ID: On Oct 1, 2009, at 5:19 PM, Kevin Falcone wrote: > On Thu, Oct 01, 2009 at 05:01:02PM -0700, Kai Lanz wrote: >> >> Alias /NoAuth /usr/local/rt3/share/html/NoAuth > > This prevents the mason dhandler from running and producing css > >> ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi/ >> >> I had to set the NoAuth alias to the value shown here to get rid of >> an earlier >> error from Apache -- "File does not exist: /WWW/NoAuth". > > Sounds like an apache config issue, but you've found the wrong > solution to it. Thanks, Kevin, you're correct. I've repaired my Apache config, and now RT looks beautiful again. For those interested, here's my current config: RT_SiteConfig.pm: Set( $rtname, 'SES'); Set($Timezone , 'US/Pacific'); Set($Organization , "es.stanford.edu"); Set($Webpath , ""); Set($WebBaseURL , "http://esrt.stanford.edu"); Set($CorrespondAddress , 'esit at pangea.stanford.edu'); Set($CommentAddress , 'esit-comment at pangea.stanford.edu'); Set($OwnerEmail , 'rt-manager'); @LogToSyslogConf = ( facility => 'local3', min_level => 'warning' ) unless (@LogToSyslogConf); From Apache's httpd.conf: FastCgiIpcDir /var/tmp FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120 ServerName esrt.stanford.edu ServerAlias esrt esrt.Stanford.EDU DocumentRoot /usr/local/rt3/share/html/ AddHandler fastcgi-script fcgi Alias /NoAuth/images /usr/local/rt3/share/html/NoAuth/images/ ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ -- Kai Lanz From stephen at scaffidi.net Fri Oct 2 13:41:04 2009 From: stephen at scaffidi.net (Steve Scaffidi) Date: Fri, 2 Oct 2009 13:41:04 -0400 Subject: [rt-users] Creating tickets from email without creating new users but still able to reply to originating address In-Reply-To: References: Message-ID: On Fri, Oct 2, 2009 at 1:10 PM, Jerrad Pierce wrote: >> ?2. If an email is from an email address that does not match any >> user, a ticket is created with a special 'email user' as the requestor > Doable with a custom Interface::Email extension That's one of the things I was looking at. I'll see what I can cook up :) >> ?3. When someone replies to a ticket created via email as per #2 the >> reply is sent to the original email address but still does not create >> a user in RT. > That will be tougher since AFAIK RT uses the user to fill in the message > template. You could try stashing the actual recipient in another header > (though RT seems to discard any it does not need), or another table, > and pull it out in your template code to set the actual recipient header. I had a bit of a brain-storm (drizzle?) just after I hit send on my initial message and realized I could probably populate a CustomField with the original email address on ticket creation. Then, when we reply/correspond on that ticket perhaps a Scrip can extract that address from the field and add it to the To: field of any emails sent. Alternatively, getting that value from a template may be easier. Thanks for your input, and I'll certainly welcome any further tips from the list! -- -- Steve Scaffidi From kmckinnis at tivo.com Fri Oct 2 13:54:12 2009 From: kmckinnis at tivo.com (Kimberly McKinnis) Date: Fri, 2 Oct 2009 10:54:12 -0700 Subject: [rt-users] Can't call method "GetHeader" on an undefined value Message-ID: <79E0423E511EB7469840F12A98F81BC804A3D7128F@CORPEX01.Tivo.com> This morning, my production RT server pitched an error on a global scrip, then the web UI would hung and not let anyone log in. Can anyone make anything of this message? RT has been oddly flakey since our IT group moved it to a VM. It's making me a bit nervous. It seems to have continued creating the ticket, but not without wigging out first. [Fri Oct 2 17:21:11 2009] [error]: Scrip 16 Commit failed: Can't call method "GetHeader" on an undefined value at (eval 2250) line 1. Stack: [(eval 2250):1] [/usr/lib/rt/RT/ScripAction_Overlay.pm:241] [/usr/lib/rt/RT/Scrip_Overlay.pm:507] [/usr/lib/rt/RT/Scrips_Overlay.pm:192] [/usr/lib/rt/RT/Transaction_Overlay.pm:170] [/usr/lib/rt/RT/Record.pm:1438] [/usr/lib/rt/RT/Ticket_Overlay.pm:720] [/var/rt/html/index.html:102] [/var/rt/html/autohandler:215] (/usr/lib/rt/RT/Action/UserDefined.pm:81) [Fri Oct 2 17:21:11 2009] [info]: #592/16511 - Scrip 22 Notify Ccs on New Ticket (/usr/lib/rt /RT/Action/SendEmail.pm:237) [Fri Oct 2 17:21:12 2009] [debug]: About to think about scrips for transaction #16513 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) It's a scrip to set priority based on the to header. I've never seen GetHeader fail before. my $to = $self->TransactionObj->Attachments->First->GetHeader('To'); $RT::Logger->debug("To email was: $to"); if ($to =) { $self->TicketObj->SetPriority(98); return 1; } return 0; ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Fri Oct 2 14:36:26 2009 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 2 Oct 2009 14:36:26 -0400 Subject: [rt-users] Auto reply listing open tickets Message-ID: <08BB2997563E5A4388CA3E3275D469A801EAAA14@EXMIAMI.compupay.com> Hi everyone, I was wondering if anyone had come up with a mechanism to allow for a user to submit an e-mail with "foo" subject line and have an RT scrip return what the sender's open ticket(s) are. I looked through the archives and the wiki and found some components (like the autoreply), but can't find a template that would include those details. Has anyone done something like this? Side note - we don't use self service at our organization Cheers! Helmuth Ramirez Sr. Network Administrator Helpdesk Anthem! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Fri Oct 2 18:17:04 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 3 Oct 2009 02:17:04 +0400 Subject: [rt-users] rt2tort3: problems importing scrips In-Reply-To: <20091002142010.GC6429@gunboat-diplomat.oucs.ox.ac.uk> References: <20091002140528.GB6429@gunboat-diplomat.oucs.ox.ac.uk> <20091002142010.GC6429@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <589c94400910021517p1cd74c0fubdecee7907e45691@mail.gmail.com> On Fri, Oct 2, 2009 at 6:20 PM, Dominic Hargreaves wrote: > On Fri, Oct 02, 2009 at 03:05:28PM +0100, Dominic Hargreaves wrote: >> Hi, >> >> I'm currently preparing an upgrade from RT 2.0 to RT 3.8, and I'm >> working through various problems with the rt2tort3 process (I'll >> post some patches to other miscellaneous problems when I'm done). >> >> Currently I'm noticing that each time a scrip (global or per-queue) >> import is attempted by dumpfile-to-rt-3.0, the warning >> >> [Fri Oct ?2 12:58:31 2009] [warning]: Use of uninitialized value $_[1] in join or string at (eval 1108) line 2. ((eval 1108):2) >> >> is logged, and no scrip is created in the database. > > Apologies; it does appear that the scrips are being created (must > have been caught out by transactional changes when checking earlier) > but it would still be nice to get to the bottom of the warnings. Hello Dominic, RT doesn't use many evals so it's probably in the script. Anyway, warning looks like it was handled by RT, so it's possible to use LogStackTraces option to figure out exact place. > Dominic. > > -- > Dominic Hargreaves, Systems Development and Support Team > Computing Services, University of Oxford > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From torsten.brumm at googlemail.com Sat Oct 3 05:26:35 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sat, 3 Oct 2009 11:26:35 +0200 Subject: [rt-users] Assets in Dashboard In-Reply-To: <5E9FF12B52ED204A93333E4D767299750427F2AB@seadog.bcssi.com> References: <5E9FF12B52ED204A93333E4D767299750427F2AB@seadog.bcssi.com> Message-ID: Hi Seth,we are not on 3.8.x yet but i think the dashboards are also using saved searches. at can create saved searches and you can load them like the ticket saved searches. i can send you on monday some piece of code we use to display also asset saved searches, possibly you can use this for your dashboards. torsten 2009/10/1 Seth Lake > Hoping someone has already run into this issue and may have a solution. > Would like to be able to add asset saved queries to a dashboard for an > automated report. > > I see all the ticket saved queries, but nothing asset-related. > > Thank for any 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 kirby at umbc.edu Sat Oct 3 12:41:08 2009 From: kirby at umbc.edu (Joe Kirby) Date: Sat, 3 Oct 2009 12:41:08 -0400 Subject: [rt-users] Cut/paste in reply or comment In-Reply-To: <1254487584.28966.37.camel@muaddib.wichita.edu> References: <1254487584.28966.37.camel@muaddib.wichita.edu> Message-ID: <6895B32D-9895-4153-9F6F-63C8B8A391EC@umbc.edu> On Oct 2, 2009, at 8:46 AM, Andy Speagle wrote: > On Fri, 2009-10-02 at 05:01 -0500, Joe Kirby wrote: >> I am on 3.82 and when some users cut/paste into a reply or comment >> the >> history show lots of special characters >> >> I cannot replicate this even when I try what they said they did. >> >> Any ideas? I ignored the first ticket as oper error but I have >> gotten >> a few more and from some folks who are good technically > > Now, interesting copy/paste issues I've seen have been with newer MS > products (office & things). When you cut/copy text from something > like > MS Outlook, it copies as HTML formatted text. When you paste that > into > RT, you can't tell immediately that it's HTML because RT is web-based > and handles it just fine... shows you only the text that you think you > copied. However, ALL of this goes into the database and if you have > the > default 12k inline character limit setup... RT will complain that it's > not raw text, because it truncates it somewhere in the middle of the > HTML formatting and becomes confused about the nature of the content. > > You can see in plain text exactly what was posted by clicking the > "Download" link in the history... NO. Here is what I got.

The weird characters seem to come up when I copy and paste the previous email response.

? ???????????????? ? ?????????? ?Scrips and Recipients? ?????This message will be sent to...??(Check boxes to dis able notifications to the listed recipients)????On Comment Notify Other R ecipients as Comment???On Comment Notify Other Recipients as Comment with template Corr espondence ?????????UMBC-On Comment ???On Comment Notify Owner with templ ate Last Com ment ???????????Messages about this ticket will not be sent to...? ?(Check boxes to enabl e n otifications to the listed recipients)? ???????????? ???????? > > Can you give more information regarding how the user was copy/ > paste'ing? > What kind of data? From which software?... email, notepad have been mentioned > -- > Andy Speagle > > "THE Student" - UCATS > Wichita State University Thank you for taking time to help Joe From jdurand at renater.fr Sat Oct 3 18:22:15 2009 From: jdurand at renater.fr (Jerome Durand) Date: Sun, 04 Oct 2009 00:22:15 +0200 Subject: [rt-users] Multiple on create scrips and send mails Message-ID: <4AC7CE97.5050601@renater.fr> Hi all, What happens if I have multiple "on create" scrips? Will they all be executed? For example I'd like the standard autoreply to be sent... But if the subject of the email matchs some regular expression I'd like to send some other type of email (an example: "your message has been detected as a spam..." if the subject matchs some tag) Do you see a good way to do it? I don't manage to understand how I could simply send an email (I don't manage to use what I found on the list: http://lists.fsck.com/pipermail/rt-users/2009-July/060403.html) Thanks for your help, -- ------------------------------------------------------------- Jerome Durand Responsable des services aux usagers Services operations & support manager R?seau National de T?l?communications pour la Technologie, l'Enseignement et la Recherche Tel: +33 (0) 1 53 94 20 40 | GIP RENATER Fax: +33 (0) 1 53 94 20 41 | c/o ENSAM E-mail: jdurand at renater.fr | 151 Boulevard de l'H?pital http://www.renater.fr | 75013 PARIS -------------------------------------------------------------- From falcone at bestpractical.com Sat Oct 3 15:22:09 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Sat, 3 Oct 2009 15:22:09 -0400 Subject: [rt-users] Cut/paste in reply or comment In-Reply-To: <6895B32D-9895-4153-9F6F-63C8B8A391EC@umbc.edu> References: <1254487584.28966.37.camel@muaddib.wichita.edu> <6895B32D-9895-4153-9F6F-63C8B8A391EC@umbc.edu> Message-ID: <20091003192209.GA968@jibsheet.com> On Sat, Oct 03, 2009 at 12:41:08PM -0400, Joe Kirby wrote: > > On Oct 2, 2009, at 8:46 AM, Andy Speagle wrote: > > > On Fri, 2009-10-02 at 05:01 -0500, Joe Kirby wrote: > >> I am on 3.82 and when some users cut/paste into a reply or comment > >> the > >> history show lots of special characters > >> > >> I cannot replicate this even when I try what they said they did. > >> > >> Any ideas? I ignored the first ticket as oper error but I have > >> gotten > >> a few more and from some folks who are good technically > > > > Now, interesting copy/paste issues I've seen have been with newer MS > > products (office & things). When you cut/copy text from something > > like > > MS Outlook, it copies as HTML formatted text. When you paste that > > into > > RT, you can't tell immediately that it's HTML because RT is web-based > > and handles it just fine... shows you only the text that you think you > > copied. However, ALL of this goes into the database and if you have > > the > > default 12k inline character limit setup... RT will complain that it's > > not raw text, because it truncates it somewhere in the middle of the > > HTML formatting and becomes confused about the nature of the content. > > > > You can see in plain text exactly what was posted by clicking the > > "Download" link in the history... > NO. Here is what I got. >

The weird characters seem to come up when > I copy and paste the previous email response.

? ???????????????? ? > ?????????? > ?Scrips and Recipients? ?????This message will be sent to...??(Check > boxes to dis > able notifications to the listed recipients)????On Comment Notify > Other R > ecipients This sounds like a bug that was fixed in 3.8.4 with IE, the RichText editor and large blocks of copied text. There are a bunch of other IE bugs in those releases too. -kevin > as Comment???On Comment Notify Other Recipients as Comment with template > Corr > espondence ?????????UMBC-On Comment ???On Comment Notify Owner with > templ > ate Last Com > ment ???????????Messages about this ticket will not be sent to...? > ?(Check boxes > to > enabl > e n > otifications to the listed recipients)? ???????????? ???????? > > > > Can you give more information regarding how the user was copy/ > > paste'ing? > > What kind of data? From which software?... > email, notepad have been mentioned -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From matt at mattandtiff.com Sun Oct 4 14:16:17 2009 From: matt at mattandtiff.com (Matt Miller) Date: Sun, 4 Oct 2009 14:16:17 -0400 Subject: [rt-users] Oracle data problem In-Reply-To: References: Message-ID: Using RT 3.8.5, Perl 5.10.1, mod_perl 2.0.4, and Apache 2.2.13.? I have the following Oracle client packages installed on my CentOS 5.3 x86_64 box: oracle-instantclient11.1-basic-11.1.0.7.0-1 oracle-instantclient11.1-sqlplus-11.1.0.7.0-1 oracle-instantclient11.1-devel-11.1.0.7.0-1 My Oracle server is running on a separate server from the RT application.? I have confirmed connectivity using SQL*Plus. When I run the "make initialize-database" step the RT user is created by the script, but the moment I get to the coredata step I get the following output: Now inserting RT core system objects [Fri Oct? 2 20:55:52 2009] [warning]: DBD::Oracle::st execute failed: ORA-04043: object Users does not exist (DBD ERROR: Can't match some parameters to LOB fields in the table, check type and name) [for Statement "INSERT INTO Users (Comments, RealName, Creator, Password, LastUpdatedBy, Created, id, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)" with ParamValues: :p1='Do not delete or modify this user. It is integral to RT's internal database structures', :p2='The RT System itself', :p3='1', :p4='*NO-PASSWORD*', :p5='1', :p6='2009-10-02 20:55:52', :p7='8', :p8='RT_System', :p9='2009-10-02 20:55:52'] at /opt/rt-3.8.5/perl-5.10.1/lib/site_perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 509, line 1. (/opt/rt-3.8.5/perl-5.10.1/lib/site_perl/5.10.1/DBIx/SearchBuilder/Handle.pm:509) [Fri Oct? 2 20:55:52 2009] [warning]: RT::Handle=HASH(0x14928068) couldn't execute the query 'INSERT INTO Users (Comments, RealName, Creator, Password, LastUpdatedBy, Created, id, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /opt/rt-3.8.5/perl-5.10.1/lib/site_perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 522 ??????? DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x14928068)', 'INSERT INTO Users (Comments, RealName, Creator, Password, Las...', 'HASH(0x14b6a958)', 'The RT System itself', 1, '*NO-PASSWORD*', 1, '2009-10-02 20:55:52', 8, ...) called at /opt/rt-3.8.5/perl-5.10.1/lib/site_perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 357 ??????? DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x14928068)', 'Users', 'Comments', 'HASH(0x14b6a958)', 'RealName', 'The RT System itself', 'Creator', 1, 'Password', ...) called at /opt/rt-3.8.5/perl-5.10.1/lib/site_perl/5.10.1/DBIx/SearchBuilder/Handle/Oracle.pm line 105 ??????? DBIx::SearchBuilder::Handle::Oracle::Insert('RT::Handle=HASH(0x14928068)', 'Users', 'Comments', 'HASH(0x14b6a958)', 'RealName', 'The RT System itself', 'Creator', 1, 'Password', ...) called at /opt/rt-3.8.5/perl-5.10.1/lib/site_perl/5.10.1/DBIx/SearchBuilder/Record.pm line 1293 ??????? DBIx::SearchBuilder::Record::Create('RT::User=HASH(0x14a9ae90)', 'Comments', 'Do not delete or modify this user. It is integral to RT\'s in...', 'RealName', 'The RT System itself', 'Creator', 1, 'Password', '*NO-PASSWORD*', ...) called at /opt/rt-3.8.5/rt-3.8.5/sbin/../lib/RT/Record.pm line 289 ??????? RT::Record::Create('RT::User=HASH(0x14a9ae90)', 'id', 8, 'Comments', 'Do not delete or modify this user. It is integral to RT\'s in...', 'Password', '*NO-PASSWORD*', 'LastUpdatedBy', 1, ...) called at /opt/rt-3.8.5/rt-3.8.5/sbin/../lib/RT/User_Overlay.pm line 388 ??????? RT::User::_BootstrapCreate('RT::User=HASH(0x14a9ae90)', 'Name', 'RT_System', 'RealName', 'The RT System itself', 'Comments', 'Do not delete or modify this user. It is integral to RT\'s in...', 'Creator', 1, ...) called at /opt/rt-3.8.5/rt-3.8.5/sbin/../lib/RT/Handle.pm line 593 ??????? RT::Handle::InsertInitialData('RT::Handle=HASH(0x14928068)') called at ./rt-setup-database line 230 ??????? main::action_coredata('action', 'coredata') called at ./rt-setup-database line 166 (/opt/rt-3.8.5/perl-5.10.1/lib/5.10.1/Carp.pm:47) Couldn't finish 'coredata' step. I have manually verified the USERS table does in fact exist: $ sqlplus /nolog SQL*Plus: Release 11.1.0.7.0 - Production on Fri Oct 2 16:56:08 2009 Copyright (c) 1982, 2008, Oracle.? All rights reserved. SQL> connect rtdb_user/xxx at orasvr/db1 Connected. SQL> describe users ?Name????????????????????????????????????? Null???? Type ?----------------------------------------- -------- ---------------------------- ?ID??????????????????????????????????????? NOT NULL NUMBER(11) ?NAME????????????????????????????????????? NOT NULL VARCHAR2(200) ?PASSWORD?????????????????????????????????????????? VARCHAR2(40) ?COMMENTS?????????????????????????????????????????? CLOB ?SIGNATURE????????????????????????????????????????? CLOB ?EMAILADDRESS?????????????????????????????????????? VARCHAR2(120)........ I strongly doubt this is a compilation problem because the "rtdb_user" is created and I can see the RT login screen in my web browser. ?I have tried populating the database this with both root and the RT user's login, both of which are able to connect to the database using SQL*Plus and have their environment variables set to the following: NLS_NCHAR=AL32UTF8 NLS_LANG=AMERICAN_AMERICA.AL32UTF8 Thoughts? From Inquiry at Easyrider.com Sun Oct 4 14:25:11 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Sun, 04 Oct 2009 11:25:11 -0700 Subject: [rt-users] Web interface configuration question - moving RT off of root Message-ID: <4AC8E887.20505@Easyrider.com> RT 3.8.5 on RHEL4 I did read as much of the documentation as I could absorb. I think I know where my problem is, I just don't know the correct syntax to make everything work as I want. Lots of experimentation -- time to ask for help. New install and everything seems to be working just fine. I have a web site on this server at /var/www/html that RT has taken over. I'll include pieces of httpd.conf and RT_SiteConfig.pm to show how I'm currently configured. http://myhost/helpdesk brings up RT just fine, as I want. https://myhost/helpdesk serves up the "almost there BP" index page http://myhost brings up RT, replacing my site web page https://myhost brings up my site web page What I'd like: http://myhost/helpdesk = RT https://myhost/helpdesk = RT http://myhost = /var/www/html https://myhost = /var/www/html This is current accessible from the Internet via my DMZ for testing purposes. http://216.99.212.113/ = displays RT login, not my homepage https://216.99.212.113/ = correctly displays my homepage http://216.99.212.113/helpdesk/ works correctly https://216.99.212.113/helpdesk/ gives BP "almost there" page I set RT_SiteConfig.pm to use the old compat GUI but apache does not seem to honor that all the time. Note that http://216.99.212.113/ and http://216.99.212.113/helpdesk do not display the same page :( Any assistance would be GREATLY appreciated. [root at security frankie]# grep Web /opt/rt3/etc/RT_SiteConfig.pm # {{{ Web interface configuration Set($WebPath , ""); #Set($WebPath , "/helpdesk"); # Doing this didn't help Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); Set($WebBaseURL , "http://localhost:$WebPort"); #Set($WebBaseURL , "https://localhost:$WebPort"); # Doing this didn't help Set($WebURL , $WebBaseURL . $WebPath . "/"); /etc/httpd/conf/httpd.conf: # RT Stuff Alias /rt/ "/opt/rt3/share/html/" Alias /rt "/opt/rt3/share/html/" Alias /helpdesk/ "/opt/rt3/share/html/" Alias /helpdesk "/opt/rt3/share/html/" NameVirtualHost *:80 # Tried 443, no-go # Ditto ServerAdmin Certified_Today at Easyrider.com ServerName backup.easyrider.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ # End RT stuff From JoopvandeWege at mococo.nl Sun Oct 4 15:58:09 2009 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Sun, 04 Oct 2009 21:58:09 +0200 Subject: [rt-users] Oracle data problem In-Reply-To: References: Message-ID: <4AC8FE51.3090905@mococo.nl> Matt Miller wrote: > Using RT 3.8.5, Perl 5.10.1, mod_perl 2.0.4, and Apache 2.2.13. I > have the following Oracle client packages installed on my CentOS 5.3 > x86_64 box: > oracle-instantclient11.1-basic-11.1.0.7.0-1 > oracle-instantclient11.1-sqlplus-11.1.0.7.0-1 > oracle-instantclient11.1-devel-11.1.0.7.0-1 > > My Oracle server is running on a separate server from the RT > application. I have confirmed connectivity using SQL*Plus. > > I strongly doubt this is a compilation problem because the "rtdb_user" > is created and I can see the RT login screen in my web browser. I > have tried populating the database this with both root and the RT > user's login, both of which are able to connect to the database using > SQL*Plus and have their environment variables set to the following: > NLS_NCHAR=AL32UTF8 > NLS_LANG=AMERICAN_AMERICA.AL32UTF8 > > > Thoughts? Yes, a bug in DBD::Oracle-1.23. Check your version and if it is 1.23 downgrade to 1.22 and you'll be fine. I found this bug and searching the archives of both devel and user should find a post of mine about it. Regards, Joop From jpierce at cambridgeenergyalliance.org Sun Oct 4 19:02:47 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sun, 4 Oct 2009 19:02:47 -0400 Subject: [rt-users] Web interface configuration question - moving RT off of root In-Reply-To: <4AC8E887.20505@Easyrider.com> References: <4AC8E887.20505@Easyrider.com> Message-ID: This is all a matter of Apache config. > I have a web site on this server at /var/www/html that RT has taken Because you've told it to: > ? ?DocumentRoot /opt/rt3/share/html/ And you do need to set Webpath, it fixes the next problem you'll run into. -- Cambridge Energy Alliance: Save money. Save the planet. From Inquiry at Easyrider.com Sun Oct 4 21:33:39 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Sun, 04 Oct 2009 18:33:39 -0700 Subject: [rt-users] Web interface configuration question - moving RT off of root In-Reply-To: References: <4AC8E887.20505@Easyrider.com> Message-ID: <4AC94CF3.1040308@Easyrider.com> Jerrad Pierce wrote: > This is all a matter of Apache config. > > >> I have a web site on this server at /var/www/html that RT has taken >> > > Because you've told it to: > >> DocumentRoot /opt/rt3/share/html/ >> > > And you do need to set Webpath, it fixes the next problem you'll run into. > Ummmm... thanks. That's why I included the relevant lines in the two config files that probably need tweaking. What I'm hoping is that someone who really knows how this stuff works and has a mind to be helpful can just tell me which line(s) are wrong and what they need to be changed to. I'm guessing this is a couple of lines of code at the most and then I can go back to pursuing my life. Not being an Apache guru, I'm assuming that DocumentRoot /opt/rt3/share/html/ tells Apache that RT lives in that directory rather than in /var/www/html, yes? If not, then you are correct that this is at least part of my problem. So what do I need to do to get this working correctly? http://www.example.com/helpdesk used to work fine until I decided to press on without help so it's mostly a matter of getting Apache to NOT serve up RT if someone goes to http://www.example.com and to respond instead to http://www.example.com/helpdesk. I've experimented with WebPath and several other settings based on all the reading I've done but so far, the changes don't help or they made things worse. Again, it would be REALLY helpful if someone could just provide the correct setting(s) for what I'm trying to do. I've read reams of documentation and I searched through the last six months of archives looking for info. I built RT by meticulously following the instructions. And as near as I can tell, it's working just swell except for this one little thing. I tried to fix it on my own but now I'm stuck. Mea culpa.... I would REALLY be grateful if someone could explain to me like I am 8 years old what I need to do. With all of this fooling around in an area that I don't particularly understand, I managed to break http://www.example.com/helpdesk :( I seem to recall that you had to do something special to reload changes to RT_siteconfig.pm (besides restarting httpd) although I saw nothing about that in any of the docs I read. I'm also assuming, perhaps incorrectly, that it's more desirable to make changes to RT_siteconfig.pm versus httpd.conf. In the attached config files, I have removed any entry that does not seem to be needed to make troubleshooting easier. http://www.example.com serves up RT just fine (but that's not how I want it to work) I want http://www.example.com/helpdesk (only) to serve up RT I have SSL issues too but one thing at a time. TIA! /etc/httpd/conf/httpd.conf: (did not include any of the experiments that didn't help) Alias /helpdesk "/opt/rt3/share/html/" NameVirtualHost *:80 DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ /opt/rt3/etc/RT_SiteConfig.pm: (did not include any of the experiments that didn't help) Set($WebPath , ""); Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); Set($WebBaseURL , "http://localhost:$WebPort"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Mon Oct 5 02:28:23 2009 From: JoopvandeWege at mococo.nl (Joop) Date: Mon, 05 Oct 2009 08:28:23 +0200 Subject: [rt-users] Assets in Dashboard In-Reply-To: References: <5E9FF12B52ED204A93333E4D767299750427F2AB@seadog.bcssi.com> Message-ID: <4AC99207.5060405@mococo.nl> Hello Torsten, > Hi Seth, > we are not on 3.8.x yet but i think the dashboards are also using > saved searches. at can create saved searches and you can load them > like the ticket saved searches. i can send you on monday some piece of > code we use to display also asset saved searches, possibly you can use > this for your dashboards. > > torsten > Would you mind posting it to the list so that other people can use it too. I'm interested too in how that can be done. Thanks in advance, Joop From rahman.desyanta at infi-nity.com Mon Oct 5 04:21:38 2009 From: rahman.desyanta at infi-nity.com (Rahman Desyanta) Date: Mon, 5 Oct 2009 15:21:38 +0700 Subject: [rt-users] use SLA extention Message-ID: I use RT 3.8.x, i have already install SLA extension for rt, but there are tiny tutorial modul for this extension. do you have some tutorial source so i can use this extension well? i really need this extension.. thanks -- Regards, Rahman Desyanta i n f i n i t y . s o l u t i o n (www.infi-nity.com) - pt. vikasa infinity anugrah bsd city sektor 14 - ruko golden madrid g/9 - tangerang 15321 - indonesia t: +62 (21) 5316 4796 f: +62 (21) 5316 4797 m:+62 815 5584 88878 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Oct 5 05:14:31 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 5 Oct 2009 13:14:31 +0400 Subject: [rt-users] use SLA extention In-Reply-To: References: Message-ID: <589c94400910050214u7bdc546bh91bae7f28b052112@mail.gmail.com> Rahman, Have you read modules documentation [1]? This doc is full of examples and use cases. [1] http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm On Mon, Oct 5, 2009 at 12:21 PM, Rahman Desyanta wrote: > I use RT 3.8.x, i have already install SLA extension for rt, but there are > tiny tutorial modul for this extension. do you have some tutorial source so > i can use this extension well? i really need this extension.. thanks > > -- > Regards, > Rahman Desyanta > i n f i n i t y . s o l u t i o n (www.infi-nity.com) - pt. vikasa infinity > anugrah > bsd city sektor 14 - ruko golden madrid g/9 - tangerang 15321 - indonesia > t: +62 (21) 5316 4796 ?f: +62 (21) 5316 4797 m:+62 815 5584 88878 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From torsten.brumm at googlemail.com Mon Oct 5 07:54:21 2009 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 5 Oct 2009 13:54:21 +0200 Subject: [rt-users] Assets in Dashboard In-Reply-To: <4AC99207.5060405@mococo.nl> References: <5E9FF12B52ED204A93333E4D767299750427F2AB@seadog.bcssi.com> <4AC99207.5060405@mococo.nl> Message-ID: Hi Joop, Seth; as i said in my last mail, we are not on 3.8.x but the attached tiny files we added to at at a glance page where a user can load a asset saved search. The important part is the: my @user_attrs = $session{'CurrentUser'}->UserObj->Attributes->Named('AssetSavedSearch'); user objects saved search of type AssetSavedSearch, possibly you can add this to RT's dashboard system. Attached a GroupSearchList and a SavedSearchList (both based on Steve Turners SavedSearchLists for rt). We have added this to AT's index.html page. Torsten 2009/10/5 Joop > Hello Torsten, > >> Hi Seth, >> we are not on 3.8.x yet but i think the dashboards are also using saved >> searches. at can create saved searches and you can load them like the ticket >> saved searches. i can send you on monday some piece of code we use to >> display also asset saved searches, possibly you can use this for your >> dashboards. >> >> torsten >> >> Would you mind posting it to the list so that other people can use it > too. I'm interested too in how that can be done. > > Thanks in advance, > > Joop > > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: GroupSearchList Type: application/octet-stream Size: 1515 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: SavedSearchList Type: application/octet-stream Size: 1526 bytes Desc: not available URL: From jesse at bestpractical.com Mon Oct 5 09:41:49 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Oct 2009 09:41:49 -0400 Subject: [rt-users] occasionally missing metadata In-Reply-To: <4AC34993.3080104@greentube.com> References: <4AC34993.3080104@greentube.com> Message-ID: <20091005134149.GG20667@mar-adentro> On Wed 30.Sep'09 at 14:05:39 +0200, Bernhard wrote: > Hi, > > running RT 3.8.4 on CentOS 5.3 and MySQL 5.0.45 > had this issue twice recently - a ticket would miss the mail itself even > though it would display attachments. > no date, no history, no body, no mail. > > mails came from gmail and hotmail.fr - with some special characters in > the subject and double quotes in one case, the other one doesn't even > show a title / subject. > > did anyone experience something like this as well? If you poke in the attachments table, is the content there? Best, Jesse > > any hint would be greatly appreciated! > > cheers, > bernhard > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 197 bytes Desc: not available URL: From a.piaser at oieau.fr Mon Oct 5 10:46:32 2009 From: a.piaser at oieau.fr (Alexandre PIASER) Date: Mon, 5 Oct 2009 16:46:32 +0200 Subject: [rt-users] QuickSearchSummary Message-ID: <4ACA06C8.90805@oieau.fr> Hello, I use rt 3.8.2 and I need help. I want to display the status resolved on the quickshearchsummary. Example: Queue New Open Resolved Support 5 10 2 IT 3 5 4 Thanks, -- Alex From elacour at easter-eggs.com Mon Oct 5 10:56:41 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 5 Oct 2009 16:56:41 +0200 Subject: [rt-users] QuickSearchSummary In-Reply-To: <4ACA06C8.90805@oieau.fr> References: <4ACA06C8.90805@oieau.fr> Message-ID: <20091005145641.GT16473@easter-eggs.com> On Mon, Oct 05, 2009 at 04:46:32PM +0200, Alexandre PIASER wrote: > Hello, > > I use rt 3.8.2 and I need help. > I want to display the status resolved on the quickshearchsummary. > > Example: > Queue New Open Resolved > Support 5 10 2 > IT 3 5 4 > You have to copy share/html/Elements/Quicksearch to local/html/Elements, then modify this one to add "resolved" status as it use only ActiveStatuses by default. then clear your mason cache (rm -rf ..../var/masonf_data/obj) and restart your webserver. Adding the following line at end of file (before ) should to the trick: push @conditions, { cond => "Status = 'resolved'", name => loc('resolved') }; From mfinn at nbutexas.com Mon Oct 5 10:46:06 2009 From: mfinn at nbutexas.com (Michael Finn) Date: Mon, 5 Oct 2009 09:46:06 -0500 Subject: [rt-users] OT: Kudos to Jesse In-Reply-To: <20091005134149.GG20667@mar-adentro> References: <4AC34993.3080104@greentube.com> <20091005134149.GG20667@mar-adentro> Message-ID: I want to extend much kudos to Jesse for being a steward of Perl 5.11.0 in addition to his efforts on RT. http://www.nntp.perl.org/group/perl.perl5.porters/2009/10/msg151376.html Hip-hip-hooray! From drhayes at mitre.org Mon Oct 5 09:04:34 2009 From: drhayes at mitre.org (Hayes, Drew R.) Date: Mon, 5 Oct 2009 09:04:34 -0400 Subject: [rt-users] Request for RT briefing/demo slide deck Message-ID: <0073373A49609C468221C842C48A06F70B8CF793BA@IMCMBX4.MITRE.ORG> Hello All, Has anybody briefed their employer about what/how RT works and why it is a good option to move to this particular product? I'm going to be giving a briefing about RT tomorrow and am currently coming up with some slides however if there is someone out there who wouldn't mind sending along what they've already done it may help speed up the process. Thank you, Drew ___________________________________ Drew Hayes Network and Systems Engineer Advanced Technical Computing Center 703.983.5595 (office) 703.983.7228 (Lab) drhayes at mitre.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From sergiocharpinel at gmail.com Mon Oct 5 13:55:49 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Mon, 5 Oct 2009 14:55:49 -0300 Subject: [rt-users] 302 Error Message-ID: Hi, I've installed RT 3.8.5, and when I try to create a user via command line, I get this error: rt: Server error: Found (302) It does not log anything. Thanks in advance. -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bevan.Bennett at ngc.com Mon Oct 5 12:18:40 2009 From: Bevan.Bennett at ngc.com (Bennett, Bevan (IS)) Date: Mon, 5 Oct 2009 09:18:40 -0700 Subject: [rt-users] RT 3.8.5 : User logged out on 'simple search' or ticket creation. Message-ID: <4ACA1C60.5030401@ngc.com> I'm trying to upgrade my installation to 3.8.5, but early testing showed a rather odd bug that I don't see mentioned elsewhere in the list. Once logged in, if a user goes to 'Simple Search', enters a numeric search term, then presses enter, they are logged out and sent back to the login screen. Oddly, this does not occur if they search for a username or subject term, or if they click the search button rather than pressing enter. If they re-authenticate, they then go directly to the requested search results. This also applies to the search box on the home page, and happens reliably. Worse, the same thing occurs whenever a user creates a new ticket. Has anyone else run into this problem before? Any ideas where I could be looking for the solution? -------------- next part -------------- An HTML attachment was scrubbed... URL: From william.graboyes at theportalgrp.com Mon Oct 5 15:09:55 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Mon, 5 Oct 2009 12:09:55 -0700 Subject: [rt-users] RT::Extension::SLA -- problems In-Reply-To: <589c94400907061644j3e696b28nf561e22676ebe63b@mail.gmail.com> References: <8a5c3dac0907061012v58f6d9ebq12a1ece82dbf3f0e@mail.gmail.com> <589c94400907061047l4f5c3237w3b667414cd112bc8@mail.gmail.com> <8a5c3dac0907061130o33a57c99g4dcde16b09c2cc5b@mail.gmail.com> <589c94400907061352x7b6c3614g4ca32f2b8f799a74@mail.gmail.com> <8a5c3dac0907061525p7511141s5ab2b6a950af15c3@mail.gmail.com> <589c94400907061644j3e696b28nf561e22676ebe63b@mail.gmail.com> Message-ID: <8a5c3dac0910051209m2c8fb807m2a665f67b5001b3f@mail.gmail.com> Hi All, I finally got time to come up with a solution to the problem I was having. sub IsApplicable { my $self = shift; return 0 unless $self->SLAIsApplied; my $type = $self->TransactionObj->Type; if ( $type eq 'Create' || $type eq 'Correspond' ) { if ($self->TicketObj->FirstCustomFieldValue('SLA') eq 'Severity 4'){ return 0; } if ($self->TicketObj->FirstCustomFieldValue('SLA') eq 'Severity 1' || $self->TicketObj->FirstCustomFieldValue('SLA') eq 'Severity ... return 1; } else { return 0; } } return 1 if $self->IsCustomFieldChange('SLA'); return 0; } This does excactly what I want it to do. Skips setting the Due date for Sev 4 tickets. and sets the due dates on the rest. Thanks, Bill Graboyes -------------- next part -------------- An HTML attachment was scrubbed... URL: From Inquiry at Easyrider.com Mon Oct 5 15:30:22 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Mon, 05 Oct 2009 12:30:22 -0700 Subject: [rt-users] Web interface configuration question In-Reply-To: <4ACA3094.1010602@ngc.com> References: <4ACA3094.1010602@ngc.com> Message-ID: <4ACA494E.9040905@Easyrider.com> Bennett, Bevan (IS) wrote: >> # RT Stuff >> >> Alias /rt/ "/opt/rt3/share/html/" >> Alias /rt "/opt/rt3/share/html/" >> Alias /helpdesk/ "/opt/rt3/share/html/" >> Alias /helpdesk "/opt/rt3/share/html/" >> >> NameVirtualHost *:80 # Tried 443, no-go >> # Ditto >> ServerAdmin Certified_Today[at]Easyrider.com >> ServerName backup.easyrider.com >> DocumentRoot /opt/rt3/share/html/ >> AddDefaultCharset UTF-8 >> # Adding the following for RT (the ticket tracker) >> AddHandler fastcgi-script .fcgi >> >> Options FollowSymLinks ExecCGI >> AllowOverride None >> >> # Pass through requests to for noauth >> Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images >> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >> > > Hey, my mailing-list membership isn't up yet, but I think I can help you. > This is a close translation of what we have to enable what you're > looking for. > > What you want is something like this: > # Allow access to the RT html area > > Options FollowSymLinks ExecCGI > AllowOverride None > > > # Keep your core system core > > ServerName backup.easyrider.com > DocumentRoot /var/www/html > > # Now add the handlers and aliases for RT, *to the RT location* > Alias /rt /opt/rt3/share/html/ > > SetHandler perl-script > PerlResponseHandler RT::Mason > > > SetHandler default > > Thanks VERY much for the concise instructions Bevan! Just what I was hoping for. Unfortunately, your example didn't work :( I think you are on the right track and I have previously tried combinations very close to yours based on various threads I've read on this topic. I think it's the section that's causing problems. If I comment it out, I get the BP "almost there" page. With it in there, I get an internal server error. The server name is not yet registered in DNS... don't know if that's a factor. I toggle the WebPath and WebBaseURL settings for each test iteration with no change in results. Doing an httpd restart each time, of course. I changed httpd.conf to look EXACTLY like your example and when it didn't work I tried various combinations so as to not bother the list without fully trying to fix this on my own. /opt/rt3/etc/RT_SiteConfig.pm: # ----- START ----------------------- #Set($WebPath , ""); Set($WebPath , "/rt"); Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); #Set($WebBaseURL , "http://backup.easyrider.com:$WebPort"); Set($WebBaseURL , "http://localhost:$WebPort"); Set($WebURL , $WebBaseURL . $WebPath . "/"); #------ END ----------------------- /etc/httpd/conf/httpd.conf: # ----- START --------- # Allow access to the RT html area Options FollowSymLinks ExecCGI AllowOverride None # Keep your core system core ServerName backup.easyrider.com DocumentRoot /var/www/html # Now add the handlers and aliases for RT, *to the RT location* Alias /rt /opt/rt3/share/html/ # Enabling the following produces an internal server error page # Commenting it out gives a BP almost there page # # SetHandler perl-script # PerlResponseHandler RT::Mason # SetHandler default # Experiment end # ----- END ---------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Inquiry at Easyrider.com Mon Oct 5 16:50:51 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Mon, 05 Oct 2009 13:50:51 -0700 Subject: [rt-users] Web interface configuration question In-Reply-To: <4ACA4FBE.3040201@ngc.com> References: <4ACA3094.1010602@ngc.com> <4ACA492B.6090003@Easyrider.com> <4ACA4FBE.3040201@ngc.com> Message-ID: <4ACA5C2B.2050306@Easyrider.com> When you get the internal server error, what shows up in your webserver error_log? > The big difference I see between your original and mine is that you > have a ScriptAlias instead of a SetHandler. > It looks like you're configured to use fastCGI (via the scriptAlias) > rather than mod_perl (like I am), which would indeed lead to internal > server errors. > > Looking at the fastcgi config docs, you probably want something closer > to this: > That, along with your Webpath "/rt", may do the trick. > > # Allow access to the RT html area > > Options FollowSymLinks ExecCGI > AllowOverride None > > > # Keep your core system core > > ServerName backup.easyrider.com > DocumentRoot /var/www/html > > # Now add the handlers and aliases for RT, *to the RT location* > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > AddHandler fastcgi-script fcgi > > > AddDefaultCharset UTF-8 > SetHandler fastcgi-script > > > Yep! Any improvement is a good thing :) And all of the credit goes to you since I have been pretty much spinning my wheels for 48 hours before you came along. Getting very close here.... already logged on accounts now work correctly on /rt and not http://backup.easyrider.com as they should. So that seems to be at least somewhat fixed. However, new log in attempts go directly to http://backup.easyrider.com/index.html.com after you enter the username and password. Screwy... there must be a path setting somewhere that's still wrong perhaps? Also, a small issue but likely related to all of the above is that my logo is not being displayed (although I've had this working when RT ran out of the web root). You get no gif and the alt text instead but for Best Practical even though I have long since changed it to my URL. It's like reload isn't reloading all of RT_siteconfig.pm or something. It's like the Set WebPath value isn't taking although reload does seem to be reading the pm file.. Rather than experiment with a million combinations to see if I can solve this, I thought it would be wiser to just get back to you since you actually seem to understand this stuff. No errors in the Apache log file (anymore). /opt/rt3/etc/RT_SiteConfig.pm: # ----- START ----------------------- #Set($WebPath , ""); Set($WebPath , "/rt"); Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); #Set($WebBaseURL , "http://backup.easyrider.com:$WebPort"); Set($WebBaseURL , "http://localhost:$WebPort"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); Set($LogoURL , $WebImagesURL . "bplogo.gif"); # bplogo.gif was overwritten to be my logo Set($LogoLinkURL, 'http://security.nocdesigns.com'); Set($LogoAltText, "Easyrider LAN Pro"); # WebNoAuthRegex - What portion of RT's URLspace should not require # authentication. Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); #------ END ----------------------- /etc/httpd/conf/httpd.conf: # Latest RT config experiment BEGIN # ----- START --------- # Allow access to the RT html area Options FollowSymLinks ExecCGI AllowOverride None # Keep your core system core ServerName backup.easyrider.com DocumentRoot /var/www/html # Now add the handlers and aliases for RT, *to the RT location* ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ AddHandler fastcgi-script fcgi AddDefaultCharset UTF-8 SetHandler fastcgi-script # Experiment end # ----- END ---------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Inquiry at Easyrider.com Mon Oct 5 18:53:53 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Mon, 05 Oct 2009 15:53:53 -0700 Subject: [rt-users] Web interface configuration question In-Reply-To: <4ACA60C3.7040506@ngc.com> References: <4ACA3094.1010602@ngc.com> <4ACA492B.6090003@Easyrider.com> <4ACA4FBE.3040201@ngc.com> <4ACA5C2B.2050306@Easyrider.com> <4ACA60C3.7040506@ngc.com> Message-ID: <4ACA7901.4030502@Easyrider.com> The images are because we didn't deal with NoAuth yet. > > Now that we've gotten this far, try adding a second location directive > right after the first with: > > SetHandler default > > > That should turn off the FastCGI for the image directory (as per > http://wiki.bestpractical.com/view/ManualInstallation). > > I'm not sure why your logins would still be going awry, as that should > all be dealt with from $WebURL. Maybe check the access-log and see > what page is requesting index.html to start narrowing things down. > > Also, make sure you don't have any extraneous /rt related aliases or > redirects hanging around from earlier testing. On a new browser session, http://backup.easyrider.com/rt gives the login window. Once you enter the username/pw. it immediately goes to /var/www/html/index.html. Log snippet follows: Still not displaying the logo and URL that's in RT_siteconfig.pm which may be related or a separate issue. Otherwise the graphics seem fine now. I did a grep and a careful inspection and I don't see any spurious, unwanted references to rt hanging around. I "think" (fingers crossed) that you now have httpd.conf 100%. A reload does recognize changes to $WebPath but is not honoring $WebLogo so focusing on $WebURL makes sense. Again, backup.easyrider.com is not yet registered in DNS so I am using localhost in RT_siteconfig.pm. The web server is dual homed and is accessible vi an ISP-assigned IP address (through my DMZ) as well as an internal NAT address. Accessing RT via either NIC seems to always give the same results. [root at security frankie]# perl -c /opt/rt3/etc/RT_SiteConfig.pm /opt/rt3/etc/RT_SiteConfig.pm syntax OK 192.168.1.104 - - [05/Oct/2009:15:24:45 -0700] "GET /rt HTTP/1.1" 200 4830 "-" "Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0)" 192.168.1.104 - - [05/Oct/2009:15:24:56 -0700] "POST /index.html HTTP/1.1" 200 19739 "http://192.168.1.50/rt" "Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0)" 192.168.1.104 - - [05/Oct/2009:15:24:56 -0700] "GET /_graphics/sky.jpg HTTP/1.1" 304 - "http://192.168.1.50/index.html" "Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0)" # ----- START ----------------------- Set($WebPath , "/rt"); Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); #Set($WebBaseURL , "http://backup.easyrider.com:$WebPort"); Set($WebBaseURL , "http://localhost:$WebPort"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); Set($LogoURL , $WebImagesURL . "bplogo.gif"); Set($LogoLinkURL, 'http://security.nocdesigns.com'); Set($LogoAltText, "Easyrider LAN Pro"); # WebNoAuthRegex - What portion of RT's URLspace should not require # authentication. Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); #------ END ----------------------- From Inquiry at Easyrider.com Mon Oct 5 21:58:26 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Mon, 05 Oct 2009 18:58:26 -0700 Subject: [rt-users] Web interface configuration question In-Reply-To: <4ACA9277.6050800@ngc.com> References: <4ACA3094.1010602@ngc.com> <4ACA492B.6090003@Easyrider.com> <4ACA4FBE.3040201@ngc.com> <4ACA5C2B.2050306@Easyrider.com> <4ACA60C3.7040506@ngc.com> <4ACA9156.6050007@Easyrider.com> <4ACA9277.6050800@ngc.com> Message-ID: <4ACAA442.5090605@Easyrider.com> Bennett, Bevan (IS) wrote: > So adding the SetHandler directive for the images directory didn't fix > your logo? That's what did it for me. > I'd help more explicitly, but I don't have fastCGI and don't want to > figure out how to install it. (mod_perl came in a handy package for my > distro). > > The difference between sessions logged in prior and subsequent sounds > like there's some server still running that hasn't gotten the memo. > Did you reload httpd, or fully stop and start it? Is there a separate > fastCGI service that needs to have it's head/cache examined? I had major graphics displaying issues previously. I think the NOAUTH location section fixed that. The Logo is coming out of settings in RT_siteconfig.pm which I think still has problems being loaded correctly. I stopped everything RT related, checked for orphans and started back up again. I don't understand any of this cgi stuff but is ExecCGI in your directory example correct? I think this is VERY close to working correctly. Just a matter of finding the right httpd.conf combination The following works perfectly except that it runs out of the root Shows correct WebLogo Requires $WebPath = ''"; # ----- START -------- NameVirtualHost *:80 ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ # ------ END ------- The following runs perfectly out of /helpdesk *IF* you are already logged in. Otherwise you get sent immediately to /var/www/html/index.html as soon as you hit the login button: WebLogo does not display and the alt text displays best practical which is no longer in RT_siteconfig.pm Requires $WebPath = '/helpdesk'; # ----- START -------- Options FollowSymLinks ExecCGI AllowOverride None ServerName backup.easyrider.com DocumentRoot /var/www/html ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ AddHandler fastcgi-script fcgi AddDefaultCharset UTF-8 SetHandler fastcgi-script SetHandler default # ------ END ------ From slander at hearstsc.com Mon Oct 5 22:13:02 2009 From: slander at hearstsc.com (Lander, Scott) Date: Mon, 5 Oct 2009 22:13:02 -0400 Subject: [rt-users] Web interface configuration question In-Reply-To: <4ACAA442.5090605@Easyrider.com> Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> For what its worth, I couldn't get the logo to work until I replaced local/html/NoAuth/images/bplogo.gif with my own (IE named mine bplogo.gif) and, make sure it is no larger then the original size.... -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Easyrider Inquiry Sent: Monday, October 05, 2009 9:58 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Web interface configuration question Bennett, Bevan (IS) wrote: > So adding the SetHandler directive for the images directory didn't fix > your logo? That's what did it for me. > I'd help more explicitly, but I don't have fastCGI and don't want to > figure out how to install it. (mod_perl came in a handy package for my > distro). > > The difference between sessions logged in prior and subsequent sounds > like there's some server still running that hasn't gotten the memo. > Did you reload httpd, or fully stop and start it? Is there a separate > fastCGI service that needs to have it's head/cache examined? I had major graphics displaying issues previously. I think the NOAUTH location section fixed that. The Logo is coming out of settings in RT_siteconfig.pm which I think still has problems being loaded correctly. I stopped everything RT related, checked for orphans and started back up again. I don't understand any of this cgi stuff but is ExecCGI in your directory example correct? I think this is VERY close to working correctly. Just a matter of finding the right httpd.conf combination The following works perfectly except that it runs out of the root Shows correct WebLogo Requires $WebPath = ''"; # ----- START -------- NameVirtualHost *:80 ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ # ------ END ------- The following runs perfectly out of /helpdesk *IF* you are already logged in. Otherwise you get sent immediately to /var/www/html/index.html as soon as you hit the login button: WebLogo does not display and the alt text displays best practical which is no longer in RT_siteconfig.pm Requires $WebPath = '/helpdesk'; # ----- START -------- Options FollowSymLinks ExecCGI AllowOverride None ServerName backup.easyrider.com DocumentRoot /var/www/html ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ AddHandler fastcgi-script fcgi AddDefaultCharset UTF-8 SetHandler fastcgi-script SetHandler default # ------ END ------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ From Inquiry at Easyrider.com Mon Oct 5 22:28:35 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Mon, 05 Oct 2009 19:28:35 -0700 Subject: [rt-users] Web interface configuration question In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4ACAAB53.5060006@Easyrider.com> Lander, Scott wrote: > For what its worth, I couldn't get the logo to work until I replaced local/html/NoAuth/images/bplogo.gif with my own (IE named mine bplogo.gif) and, make sure it is no larger then the original size.... > > I think this is VERY close to working correctly. Just a matter of finding the right httpd.conf combination > > The following works perfectly except that it runs out of the root Shows correct WebLogo Requires $WebPath = ''"; > > # ----- START -------- > > NameVirtualHost *:80 > > ServerName backup.easyrider.com > AddDefaultCharset UTF-8 > AddHandler fastcgi-script .fcgi > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > # ------ END ------- > > The following runs perfectly out of /helpdesk *IF* you are already logged in. Otherwise you get sent immediately to /var/www/html/index.html as soon as you hit the login button: > WebLogo does not display and the alt text displays best practical which is no longer in RT_siteconfig.pm Requires $WebPath = '/helpdesk'; > > # ----- START -------- > > > Options FollowSymLinks ExecCGI > AllowOverride None > > > > ServerName backup.easyrider.com > DocumentRoot /var/www/html > > ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ > AddHandler fastcgi-script fcgi > > > AddDefaultCharset UTF-8 > SetHandler fastcgi-script > > > > SetHandler default > > > > # ------ END ------ > ______________________________________________ > Yep, I knew that :) The logo does work but only with the first httpd.conf settings. It's a small issue that does not concern me except that it's another symptom that might help me get RT properly configured to run out of backup.easyrider.com/helpdesk and not backup.easyrider.com What a hassle :( From varun.vyas at elitecore.com Tue Oct 6 01:46:43 2009 From: varun.vyas at elitecore.com (Varun) Date: Tue, 6 Oct 2009 11:16:43 +0530 Subject: [rt-users] Help Regarding Rotating Log File RT.Log Message-ID: <000301ca4648$62c27060$4f07a8c0@elitecore.com> Hello All I have RT 3.6.3 installed with Apache 2.0 with fast cgi implemented. We do have a good hard disk space on our server but it will eventually will be eaten up by log files (i.e from apache and rt logs). So I want to know how I can rotate my RT logs. Does RT provide any provision for rotating log files after certain amount of file size is achieved? Please if any one knows about it then please help me in achieving it. Thanks & Regards Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue Oct 6 01:54:35 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 6 Oct 2009 07:54:35 +0200 Subject: [rt-users] Help Regarding Rotating Log File RT.Log In-Reply-To: <000301ca4648$62c27060$4f07a8c0@elitecore.com> References: <000301ca4648$62c27060$4f07a8c0@elitecore.com> Message-ID: <20091006055434.GA10497@easter-eggs.com> On Tue, Oct 06, 2009 at 11:16:43AM +0530, Varun wrote: > Hello All > > > > I have RT 3.6.3 installed with Apache 2.0 with fast cgi implemented. We do > have a good hard disk space on our server but it will eventually will be > eaten up by log files (i.e from apache and rt logs). So I want to know how I > can rotate my RT logs. Does RT provide any provision for rotating log files > after certain amount of file size is achieved? > RT does not handle log rotation itself. You should use some programs like "logrotate" to rotate those logs. If you are using LogToFile in RT then you will have to restart apache at each rotation so it opens a new file after rotation. The imho is to use LogToSyslog so you can treat this log like other syslog files, and rotate it without apache restart. Syslog can also give you better performance (not very noticeable, but it's faster than logtofile if you configure syslog to be async for this log). From lists at up-south.com Tue Oct 6 01:48:20 2009 From: lists at up-south.com (lists at up-south.com) Date: Tue, 6 Oct 2009 05:48:20 +0000 Subject: [rt-users] Help Regarding Rotating Log File RT.Log In-Reply-To: <000301ca4648$62c27060$4f07a8c0@elitecore.com> References: <000301ca4648$62c27060$4f07a8c0@elitecore.com> Message-ID: <1250125107-1254808123-cardhu_decombobulator_blackberry.rim.net-683709797-@bda630.bisx.prod.on.blackberry> Use the standard log rotator Sent via BlackBerry from T-Mobile -----Original Message----- From: "Varun" Date: Tue, 6 Oct 2009 11:16:43 To: Subject: [rt-users] Help Regarding Rotating Log File RT.Log _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From allen+rtlist at crystalfontz.com Tue Oct 6 02:13:19 2009 From: allen+rtlist at crystalfontz.com (Allen) Date: Mon, 5 Oct 2009 23:13:19 -0700 Subject: [rt-users] Request for RT briefing/demo slide deck Message-ID: <885d981e0910052313m57c39ebasa9050f3a1ad14e8e@mail.gmail.com> > Has anybody briefed their employer about what/how RT works and why it is a good option to move to this particular product? ?I'm going to be giving a briefing about RT tomorrow and am currently coming up with some slides however if there is someone out there who wouldn't mind sending along what they've already done it may help speed up the process. > > Thank you, > Drew Drew, If your organization is handling issues for customers than you have to have a management system that helps you accomplish all that work in an organized manner. You could write it on paper, but software is better, multiuser and more updateable. There are more expensive software that you an buy, like "Track It" but RT is widely used by thousands of orgs, many of them somewhat famous in their own right )MIT, NASA, Merril Lynch, etc). And RT is open source, which means if you want to change how it looks or works, it is not too hard to do. If you are not using a tracking system now, then you are probably wasting resources having multiple people work on the same issue at the same time without knowing what each other is doing, answering people for the same questions and maybe giving them different or contradictory answers, wasting time waiting for some "dealer" person to assign tasks to people instead of people being able to go see where tasks are created and take them right away. The first chapter of the "RT Essentials" O'Reilly book has a much more in depth explanation of why any ticketing system is necessary when more than a few people are trying to handle issues for more than a few customers. Some of it can even be read online for free, just search google. I asked my company to buy me one and they did. A From a.piaser at oieau.fr Tue Oct 6 02:53:31 2009 From: a.piaser at oieau.fr (Alexandre PIASER) Date: Tue, 6 Oct 2009 08:53:31 +0200 Subject: [rt-users] QuickSearchSummary In-Reply-To: <20091005145641.GT16473@easter-eggs.com> References: <4ACA06C8.90805@oieau.fr> Message-ID: <4ACAE96B.5070506@oieau.fr> Thanks a lot. It works fine. Alex Emmanuel Lacour a ?crit : > On Mon, Oct 05, 2009 at 04:46:32PM +0200, Alexandre PIASER wrote: > >> Hello, >> >> I use rt 3.8.2 and I need help. >> I want to display the status resolved on the quickshearchsummary. >> >> Example: >> Queue New Open Resolved >> Support 5 10 2 >> IT 3 5 4 >> >> > > You have to copy share/html/Elements/Quicksearch to local/html/Elements, > then modify this one to add "resolved" status as it use only > ActiveStatuses by default. > then clear your mason cache (rm -rf ..../var/masonf_data/obj) and > restart your webserver. > > Adding the following line at end of file (before ) should to the > trick: > > push @conditions, { cond => "Status = 'resolved'", name => loc('resolved') }; > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From dgriffi at cs.csubak.edu Tue Oct 6 03:06:46 2009 From: dgriffi at cs.csubak.edu (David Griffith) Date: Tue, 6 Oct 2009 00:06:46 -0700 (PDT) Subject: [rt-users] Request for RT briefing/demo slide deck In-Reply-To: <885d981e0910052313m57c39ebasa9050f3a1ad14e8e@mail.gmail.com> References: <885d981e0910052313m57c39ebasa9050f3a1ad14e8e@mail.gmail.com> Message-ID: On Mon, 5 Oct 2009, Allen wrote: >> Has anybody briefed their employer about what/how RT works and why it >> is a good option to move to this particular product? ?I'm going to be >> giving a briefing about RT tomorrow and am currently coming up with >> some slides however if there is someone out there who wouldn't mind >> sending along what they've already done it may help speed up the >> process. [replying to Drew] I was specifically asked to come up with a trouble ticket system. My approach was to install RT on my workstation, start some demo trouble tickets, and walk the IT manager through tracking things. He instantly liked it. Were I in your position, I'd install RT on my laptop and interact with the system right in front of everyone. -- 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 eynatnirmishor at gmail.com Tue Oct 6 03:32:30 2009 From: eynatnirmishor at gmail.com (Eynat Nir Mishor) Date: Tue, 6 Oct 2009 09:32:30 +0200 Subject: [rt-users] Help Regarding Rotating Log File RT.Log In-Reply-To: <1250125107-1254808123-cardhu_decombobulator_blackberry.rim.net-683709797-@bda630.bisx.prod.on.blackberry> References: <000301ca4648$62c27060$4f07a8c0@elitecore.com> <1250125107-1254808123-cardhu_decombobulator_blackberry.rim.net-683709797-@bda630.bisx.prod.on.blackberry> Message-ID: <00fe01ca4657$2ab31940$80194bc0$@com> If you're up-to modifying RT's code, you can use Log::Dispatch::FileRotate instead of Log::Dispatch::File in a new RT_Local.pm file that will override InitLogging() function of RT.pm. Log::Dispatch::FileRotate allows rotation by file size or date/time while retaining a specified amount of previous files. Does not require restarting Apache upon log rotation. Eynat -----Original Message----- From: lists at up-south.com [mailto:lists at up-south.com] Sent: Tuesday, 06 October 2009 7:48 AM To: Varun; rt-users-bounces at lists.bestpractical.com; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help Regarding Rotating Log File RT.Log Use the standard log rotator Sent via BlackBerry from T-Mobile -----Original Message----- From: "Varun" Date: Tue, 6 Oct 2009 11:16:43 To: Subject: [rt-users] Help Regarding Rotating Log File RT.Log _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From ruslan.zakirov at gmail.com Tue Oct 6 03:57:43 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 6 Oct 2009 11:57:43 +0400 Subject: [rt-users] Help Regarding Rotating Log File RT.Log In-Reply-To: <000301ca4648$62c27060$4f07a8c0@elitecore.com> References: <000301ca4648$62c27060$4f07a8c0@elitecore.com> Message-ID: <589c94400910060057j6771779cv2101ac6b6918c84@mail.gmail.com> Varun and all, It's not recommended to use LogToFile in production environment. Use LogToScreen to log into Apache's logs or LogToSyslog. On Tue, Oct 6, 2009 at 9:46 AM, Varun wrote: > Hello All > > > > I have RT 3.6.3 installed with Apache 2.0 with fast cgi implemented. We do > have a good hard disk space on our server but it will eventually will be > eaten up by log files (i.e from apache and rt logs). So I want to know how I > can rotate my RT logs. Does RT provide any provision for rotating log files > after certain amount of file size is achieved? > > > > Please if any one knows about it then please help me in achieving it. > > > > Thanks & Regards > > Varun Vyas > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 howie at thingy.com Tue Oct 6 10:52:38 2009 From: howie at thingy.com (Howard Jones) Date: Tue, 06 Oct 2009 15:52:38 +0100 Subject: [rt-users] Who spoke last? Message-ID: <4ACB59B6.6070504@thingy.com> Hi, I've been asked for a report from our RT system to show why tickets are still open. Before I get to that though, I wanted to write something to figure out which tickets are waiting on us, and which are waiting on the requestor. I can see that the Told property on tickets tells me *when* there was an exchange last, but not who sent it. Is there a simple field or function already tucked away somewhere for this, or do I need to trawl the transactions? I think my final goal will be to have two states for open tickets: pending_tech, pending_customer or similar, and something to nag internal users if the ticket is waiting on them, and resolve if it's waiting on the customer after a couple of weeks. Has anyone else already done that? I'm currently using RT 3.6.4 (3.8 upgrade coming soon), if it is relevant. Cheers, Howie From elacour at easter-eggs.com Tue Oct 6 11:04:57 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 6 Oct 2009 17:04:57 +0200 Subject: [rt-users] Who spoke last? In-Reply-To: <4ACB59B6.6070504@thingy.com> References: <4ACB59B6.6070504@thingy.com> Message-ID: <20091006150456.GD3513@easter-eggs.com> On Tue, Oct 06, 2009 at 03:52:38PM +0100, Howard Jones wrote: > Hi, > > > I think my final goal will be to have two states for open tickets: > pending_tech, pending_customer or similar, and something to nag internal > users if the ticket is waiting on them, and resolve if it's waiting on > the customer after a couple of weeks. Has anyone else already done that? > here, we use the "stalled" status when the request is waiting for a customer answer. (when we respond to customer to ask something, we put the stalled status, when the customer answer, the ticket status changes automatically to open). so, here: pending_tech -> Status = 'open' OR Status = 'new' pending_customer -> Status = 'Stalled' For your backlog, you can have a look at the LastUpdatedBy of each ticket and compare to your tech list of emails. From cderr at simons-rock.edu Tue Oct 6 11:28:27 2009 From: cderr at simons-rock.edu (charlie derr) Date: Tue, 06 Oct 2009 11:28:27 -0400 Subject: [rt-users] question about searching for assets (using asset tracker) In-Reply-To: <20091001161335.95E7A19B831B@diesel.bestpractical.com> References: <20091001161335.95E7A19B831B@diesel.bestpractical.com> Message-ID: <4ACB621B.5080104@simons-rock.edu> Franzini, Gabriele [Nervianoms] wrote: > Hello Charlie, > You need to first select a Type, in order to get the Custom Field on the > query builder page . > 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 > Thank you so much Gabriele, that worked like a charm. ~c From dgriffi at cs.csubak.edu Tue Oct 6 11:36:32 2009 From: dgriffi at cs.csubak.edu (David Griffith) Date: Tue, 6 Oct 2009 08:36:32 -0700 (PDT) Subject: [rt-users] adding stuff to emails Message-ID: I've been asked to add "NO NOT REPLY" in a large font to the RT-generated trouble ticket emails because a couple people keep doing things like replying to trouble tickets to say "thanks" and the like. This bugs me on several counts. 1) Asking users not to use email seems to defeat much of the utility of RT. 2) I'm not clear at all how to do this. The book doesn't address this. 3) It seems like it would be a big thing to implement HTML-ized email for RT. -- 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 elacour at easter-eggs.com Tue Oct 6 12:04:43 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 6 Oct 2009 18:04:43 +0200 Subject: [rt-users] adding stuff to emails In-Reply-To: References: Message-ID: <20091006160443.GI3513@easter-eggs.com> On Tue, Oct 06, 2009 at 08:36:32AM -0700, David Griffith wrote: > > I've been asked to add "NO NOT REPLY" in a large font to the RT-generated > trouble ticket emails because a couple people keep doing things like > replying to trouble tickets to say "thanks" and the like. This bugs me on > several counts. 1) Asking users not to use email seems to defeat much of > the utility of RT. sure ;) > 2) I'm not clear at all how to do this. The book > doesn't address this. you just have to add this text to the corresponding template (global or for selected queues). For example on a default RT installation you would modify Configuration->Global->Templates->AutoReply to add this text to all auto-replies on ticket creations. The choice of templates to modify depends of your configuration, especially your scrips. > 3) It seems like it would be a big thing to > implement HTML-ized email for RT. > In 3.8.x RT as support for writting answers using a wysiwyg editor. using html in templates is a little bit more tricky I think ... From falcone at bestpractical.com Tue Oct 6 12:21:18 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 6 Oct 2009 12:21:18 -0400 Subject: [rt-users] adding stuff to emails In-Reply-To: <20091006160443.GI3513@easter-eggs.com> References: <20091006160443.GI3513@easter-eggs.com> Message-ID: <20091006162118.GA4382@jibsheet.com> On Tue, Oct 06, 2009 at 06:04:43PM +0200, Emmanuel Lacour wrote: > On Tue, Oct 06, 2009 at 08:36:32AM -0700, David Griffith wrote: > > 3) It seems like it would be a big thing to > > implement HTML-ized email for RT. > > > > In 3.8.x RT as support for writting answers using a wysiwyg editor. > using html in templates is a little bit more tricky I think ... docs/templates.pod talks about what is required to htmlize your templates. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jesse at bestpractical.com Tue Oct 6 14:57:50 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Oct 2009 14:57:50 -0400 Subject: [rt-users] RT with forms and workflow? In-Reply-To: <20090925050824.GA28189@dish.lorens.com> References: <20090830215429.GA19580@dish.lorens.com> <20090917172627.GK5751@bestpractical.com> <20090920035605.GA31022@dish.lorens.com> <20090922201951.GA15027@mar-adentro.bestpractical.com> <20090925050824.GA28189@dish.lorens.com> Message-ID: <20091006185750.GE811@mar-adentro.cable.rcn.com> On Fri 25.Sep'09 at 7:08:24 +0200, Lorens Kockum wrote: > On Wed, Sep 23, 2009 at 05:19:51AM +0900, Jesse Vincent wrote: > > > Sorry if haven't been keeping up > > > with the technology, but to me RT didn't support forms, > > > in the sense "custom fields mixed with text and laid out > > > on a page". Has that changed? Searching for "form" on > > > http://bestpractical.com/rt/features.html certainly doesn't > > > give that impression. > > > > The features list on the corporate website is...not exactly exhaustive. > > Know any good marketing people who work cheap? ;) > > Sure I do. Good, cheap, or available . . . pick any two. > > Without going into marketing docs, I'd feel more confident in > spending time installing a new version of RT if I could first > find some technical documentation explaining how to set up such > forms; I have been singularly unable to find any such thing. svn://svn.bestpractical.com/RT-FormTools is the toolset we use for doing such things for customers. Best, Jesse From Inquiry at Easyrider.com Tue Oct 6 15:22:35 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Tue, 06 Oct 2009 12:22:35 -0700 Subject: [rt-users] Web interface configuration question In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4ACB98FB.2090204@Easyrider.com> I think this is now VERY close to working correctly. Just a matter of finding the right httpd.conf combination The following works perfectly except that it runs out of the root. Shows correct WebLogo. Requires RT_siteconfig.pm: $WebPath = ''"; What I want is to access RT via http//backup.easyrider.com/helpdesk I'm guessing example 2 has just one missing or incorrect entry # ----- START example 1 -------- ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ # ------ END 1 ------- The following immediately sends the browser to /var/www/html/index.html as soon as you hit the login button: WebLogo does not display on the login screen and the alt text displays best practical which is no longer in RT_siteconfig.pm Requires $WebPath = '/helpdesk'; I mention the logo problem only as a symptom that makes me suspicious that there are problems loading RT_siteconfig.pm # ----- START example 2-------- Options FollowSymLinks ExecCGI AllowOverride None ServerName backup.easyrider.com DocumentRoot /var/www/html ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ AddHandler fastcgi-script fcgi AddDefaultCharset UTF-8 SetHandler fastcgi-script SetHandler default # ------ END 2 ------ From william.graboyes at theportalgrp.com Tue Oct 6 18:34:47 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Tue, 6 Oct 2009 15:34:47 -0700 Subject: [rt-users] Problem with zip files in RT 3.8.4 Message-ID: <8a5c3dac0910061534t61221798td5036d567fc9fa93@mail.gmail.com> Hello list, I am having an interesting problem, I haven't noticed it until recently. But when trying to attach larger zip files, RT is saving them with plain/text header information??? but here comes the fun part. Before being uploaded the files are 1.5~2.5 megs, downloading the files (right click save as) they are 7+ meg ???????? Is RT trying to unzip the files? and then running out of room to write to the database? There is no info in the log file as to what is going on. This is a head spinner. Thanks in advance, -- Bill Graboyes -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Oct 7 00:25:43 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 7 Oct 2009 00:25:43 -0400 Subject: [rt-users] adding stuff to emails In-Reply-To: References: Message-ID: > I've been asked to add "NO NOT REPLY" in a large font to the RT-generated > trouble ticket emails because a couple people keep doing things like > replying to trouble tickets to say "thanks" and the like. ?This bugs me If the only problem is having to re-close tickets for "lusers," see the wiki for solutions to send no confirmation on resolution, or only on the first resolution. Otherwise, "thanks, that worked" is not an unreasonable response as it allows you to know that problem is really and truly solved. -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Wed Oct 7 00:33:02 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 7 Oct 2009 00:33:02 -0400 Subject: [rt-users] Request for RT briefing/demo slide deck In-Reply-To: <885d981e0910052313m57c39ebasa9050f3a1ad14e8e@mail.gmail.com> References: <885d981e0910052313m57c39ebasa9050f3a1ad14e8e@mail.gmail.com> Message-ID: I used the first two chapters from RT Essentials to make the case, they're geared towards a general audience. I also like to use the analogy of RT as shared webmail boxes. It seems to be something that non-technical folk can get their heads around if you make it clear that different people can see different boxes, and that it allows for auditing/ease of access by someone filling in when the ticket owner is indisposed (sick, vacation, hit by a bus). The test queue in the best practical's RT was what I used to show the general features. -- Cambridge Energy Alliance: Save money. Save the planet. From fran at cis.uab.edu Wed Oct 7 08:18:21 2009 From: fran at cis.uab.edu (Fran Fabrizio) Date: Wed, 07 Oct 2009 07:18:21 -0500 Subject: [rt-users] adding stuff to emails In-Reply-To: References: Message-ID: <4ACC870D.8080200@cis.uab.edu> In our resolved template, we just have "There is no need to reply unless you feel this issue is still unresolved." That cut down significantly on the "thank you" re-opening emails, but we still get them. I decided it was not a bad idea for my staff to see our users saying "thanks" every now and then, so we just smile and feel good about ourselves for a moment, then resolve them again. :-) Jerrad Pierce wrote: >> I've been asked to add "NO NOT REPLY" in a large font to the RT-generated >> trouble ticket emails because a couple people keep doing things like >> replying to trouble tickets to say "thanks" and the like. This bugs me >> > If the only problem is having to re-close tickets for "lusers," see the wiki > for solutions to send no confirmation on resolution, or only on the first > resolution. Otherwise, "thanks, that worked" is not an unreasonable > response as it allows you to know that problem is really and truly solved. > > -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Oct 7 08:33:58 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 7 Oct 2009 07:33:58 -0500 Subject: [rt-users] adding stuff to emails In-Reply-To: <4ACC870D.8080200@cis.uab.edu> References: <4ACC870D.8080200@cis.uab.edu> Message-ID: <20091007123358.GB4761@it.is.rice.edu> This is the approach we use. We did make a custom field called send resolve notice that is set to yes initially and then to no after the resolve notice is sent. Then the second resolve does not send an E-mail. We may eventually add a one-click resolve button to just change the status but it has not been necessary. Cheers, Ken On Wed, Oct 07, 2009 at 07:18:21AM -0500, Fran Fabrizio wrote: > > In our resolved template, we just have "There is no need to reply unless > you feel this issue is still unresolved." That cut down significantly on > the "thank you" re-opening emails, but we still get them. I decided it was > not a bad idea for my staff to see our users saying "thanks" every now and > then, so we just smile and feel good about ourselves for a moment, then > resolve them again. :-) > > Jerrad Pierce wrote: >>> I've been asked to add "NO NOT REPLY" in a large font to the RT-generated >>> trouble ticket emails because a couple people keep doing things like >>> replying to trouble tickets to say "thanks" and the like. This bugs me >>> >> If the only problem is having to re-close tickets for "lusers," see the >> wiki >> for solutions to send no confirmation on resolution, or only on the first >> resolution. Otherwise, "thanks, that worked" is not an unreasonable >> response as it allows you to know that problem is really and truly solved. >> >> > > > -- > Fran Fabrizio > Senior Systems Analyst > Department of Computer and Information Sciences > University of Alabama at Birmingham > http://www.cis.uab.edu/ > 205.934.0653 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From elton.fenner at al.rs.gov.br Wed Oct 7 09:58:16 2009 From: elton.fenner at al.rs.gov.br (Elton S. Fenner) Date: Wed, 07 Oct 2009 10:58:16 -0300 Subject: [rt-users] custom query - RT at a Glance In-Reply-To: <20091006185750.GE811@mar-adentro.cable.rcn.com> References: <20090830215429.GA19580@dish.lorens.com> <20090917172627.GK5751@bestpractical.com> <20090920035605.GA31022@dish.lorens.com> <20090922201951.GA15027@mar-adentro.bestpractical.com> <20090925050824.GA28189@dish.lorens.com> <20091006185750.GE811@mar-adentro.cable.rcn.com> Message-ID: <4ACC9E78.4030005@al.rs.gov.br> Hi, Our team who work on tickets frequently are requestors of tickets to. I know about the /SelfService, but what I would like is to have a custom query at RT at a Glance. I'm trying to create a query to show stalled tickets who __CurrentUser__ is requestor. When I try a query Owner = __CurrentUser__ it works fine (Owner = '__CurrentUser__' AND Status = 'stalled'). But when I try this: "Requestor.EmailAddress LIKE '__CurrentUser__' AND Status = 'stalled'" (without doble quotes) nothing is shown and in the same query when I use instead of __CurrentUser__ logon name it works. Any sugestion? Thanks. Elton S. Fenner From manieq at wp.eu Wed Oct 7 10:10:06 2009 From: manieq at wp.eu (Mariusz Czulada) Date: Wed, 07 Oct 2009 16:10:06 +0200 Subject: [rt-users] Send-email Action - how to do this? Message-ID: <4acca13ebf0127.01550882@wp.pl> Hi all, As adwised in Wiki, I implemented my workflow with "STATE" ticked field (readonly for users) and "ACTION" transaction fields (fields, because each of my 5 user groups has a different role in the process). I created a few scrips, which verify if "ACTION" is valid for this group and the current "STATE", and also check if RT Status changes go with "STATE" value. Depending on RT Status, STATE and ACTION, I'd like to send an email notification to different "set of recipients". On some actions there will be [members of] groups L1 and L4, on others L1, L3 and L4, sometimes L5 only. So I can't assign groups do queue's Watchers and AdminWathers - for me 3 combinations of them is just not enough. Also adding one-time [B]CCs in transaction is not an option (assume users will often forget about it). I was thinking about sending emails "by hand" from scrip action. I was thinking about such solution: Condition: User defined Action: User defined Template: My notification template Custom condition: if (my_verification_of_action_is_positive) { return 1; } else { return 0; } Custom action preparation code: do_some_FIELD_modifications_as_needed; SendNotification(To => EmailAdressesOfUsersInGroups(("L1","L2")), Cc => (EmailAdressesOfUsersInGroups(("L4")), EmailAddressOfRequestors)); Can sb help me about how to implement such actions? Im not good in perl object programming. Also, any other suggestion about notification is also welcome. Just notice, that three combinations of "groups" built in RT (Watchers, AdminWatchers, Watchers+AdminWatchers) are not enouch, since I'll need some 12+ combinations of L1..L5 groups in CC or BCC roles. Thank you in advance for your help and suggesions, Regards, Mariusz Czu?ada ---------------------------------------------------- Wygraj wymarzony skuter! Wyznacz najprostsz? drog? - docelu.pl - Kliknij: http://klik.wp.pl/?adr=http%3A%2F%2Fcorto.www.wp.pl%2Fas%2Fchapman1.html&sid=863 From bh at greentube.com Wed Oct 7 10:12:26 2009 From: bh at greentube.com (Bernhard) Date: Wed, 7 Oct 2009 16:12:26 +0200 Subject: [rt-users] occasionally missing metadata In-Reply-To: <20091005134149.GG20667@mar-adentro> References: <4AC34993.3080104@greentube.com> Message-ID: <4ACCA1CA.8000206@greentube.com> Hi Jesse, thank you for responding - after playing around a bit I found the following: For the one ticket with attachment, I find only the filename and the file itself in the attachments table, all other information is empty. For the other ticket I find nothing at all in the attachments table - but that could also be because I have no idea how to get to the corresponding Attachments ID from the ticket number... Unless you can point me somewhere, I will just check if it happens again... all the best, Bernhard Am 05.10.2009 15:41, Jesse Vincent schrieb: > > On Wed 30.Sep'09 at 14:05:39 +0200, Bernhard wrote: > >> Hi, >> >> running RT 3.8.4 on CentOS 5.3 and MySQL 5.0.45 >> had this issue twice recently - a ticket would miss the mail itself even >> though it would display attachments. >> no date, no history, no body, no mail. >> >> mails came from gmail and hotmail.fr - with some special characters in >> the subject and double quotes in one case, the other one doesn't even >> show a title / subject. >> >> did anyone experience something like this as well? >> > > If you poke in the attachments table, is the content there? > > Best, > Jesse > > >> any hint would be greatly appreciated! >> >> cheers, >> bernhard >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> -- Bernhard Hansbauer System Administrator bernhard.hansbauer at greentube.com ------------------------- Greentube I.E.S. AG Mariahilfer Stra?e 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com ------------------------- ------------------------------------ Internet Email Confidentiality Footer ------------------------------------ Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Oct 7 10:41:26 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Oct 2009 10:41:26 -0400 Subject: [rt-users] custom query - RT at a Glance In-Reply-To: <4ACC9E78.4030005@al.rs.gov.br> References: <4ACC9E78.4030005@al.rs.gov.br> Message-ID: <20091007144126.GB4382@jibsheet.com> On Wed, Oct 07, 2009 at 10:58:16AM -0300, Elton S. Fenner wrote: > Hi, > > Our team who work on tickets frequently are requestors of tickets to. > I know about the /SelfService, but what I would like is to have > a custom query at RT at a Glance. > > I'm trying to create a query to show stalled tickets who __CurrentUser__ > is requestor. > When I try a query Owner = __CurrentUser__ it works fine (Owner = > '__CurrentUser__' AND Status = 'stalled'). > > But when I try this: "Requestor.EmailAddress LIKE '__CurrentUser__' AND > Status = 'stalled'" (without doble quotes) nothing is shown and in the > same query when I use instead of __CurrentUser__ logon name it works. Try Requestor.id = '__CurrentUser__', CurrentUser is an id, not a login name or email address. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From elton.fenner at al.rs.gov.br Wed Oct 7 11:09:57 2009 From: elton.fenner at al.rs.gov.br (Elton S. Fenner) Date: Wed, 07 Oct 2009 12:09:57 -0300 Subject: [rt-users] custom query - RT at a Glance - SOLVED In-Reply-To: <20091007144126.GB4382@jibsheet.com> References: <4ACC9E78.4030005@al.rs.gov.br> <20091007144126.GB4382@jibsheet.com> Message-ID: <4ACCAF45.5090802@al.rs.gov.br> Thanks Kevin! Exactly what I wanted. Elton Em 07-10-2009 11:41, Kevin Falcone escreveu: > On Wed, Oct 07, 2009 at 10:58:16AM -0300, Elton S. Fenner wrote: > >> Hi, >> >> Our team who work on tickets frequently are requestors of tickets to. >> I know about the/SelfService, but what I would like is to have >> a custom query at RT at a Glance. >> >> I'm trying to create a query to show stalled tickets who __CurrentUser__ >> is requestor. >> When I try a query Owner = __CurrentUser__ it works fine (Owner = >> '__CurrentUser__' AND Status = 'stalled'). >> >> But when I try this: "Requestor.EmailAddress LIKE '__CurrentUser__' AND >> Status = 'stalled'" (without doble quotes) nothing is shown and in the >> same query when I use instead of __CurrentUser__ logon name it works. >> > Try Requestor.id = '__CurrentUser__', CurrentUser is an id, not a > login name or email address. > > -kevin > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > !DSPAM:8,4acca8ba283641340110847! > > > > ------------------------------------------------------------------------------------ > Caro usu?rio: > * Se este e-mail n?o foi corretamente classificado como spam, encaminhe para spam at dspam.al.rs.gov.br ou apenas Spam. > * Se este e-mail foi erroneamente classificado como spam, encaminhe para notspam at dspam.al.rs.gov.br ou apenas Inocente. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Oct 7 11:26:14 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Oct 2009 11:26:14 -0400 Subject: [rt-users] Send-email Action - how to do this? In-Reply-To: <4acca13ebf0127.01550882@wp.pl> References: <4acca13ebf0127.01550882@wp.pl> Message-ID: <20091007152614.GC4382@jibsheet.com> On Wed, Oct 07, 2009 at 04:10:06PM +0200, Mariusz Czulada wrote: > I was thinking about sending emails "by hand" from scrip action. I was > thinking about such solution: > > Condition: User defined > Action: User defined > Template: My notification template > > Custom condition: > if (my_verification_of_action_is_positive) { > return 1; > } else { > return 0; > } > > Custom action preparation code: > do_some_FIELD_modifications_as_needed; > SendNotification(To => EmailAdressesOfUsersInGroups(("L1","L2")), > Cc => (EmailAdressesOfUsersInGroups(("L4")), > EmailAddressOfRequestors)); > > > Can sb help me about how to implement such actions? Im not good in perl > object programming. > > Also, any other suggestion about notification is also welcome. Just > notice, that three combinations of "groups" built in RT (Watchers, > AdminWatchers, Watchers+AdminWatchers) are not enouch, since I'll need > some 12+ combinations of L1..L5 groups in CC or BCC roles. The two simplest solutions would be to have a template for each notifications that contains the addresses you want to notify or you can use Rt-Action-NotifyGroups (built into RT 3.8). sbin/rt-email-group-admin shows how to create group notification Actions that you can then use. You can also write perl code in your action to subclass RT::Action::Notify -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Justin.Hayes at OrbisUK.com Wed Oct 7 11:48:40 2009 From: Justin.Hayes at OrbisUK.com (Justin Hayes) Date: Wed, 7 Oct 2009 16:48:40 +0100 Subject: [rt-users] 3.8.4 looks different in IE7 Message-ID: Hi guys, For me IE7 seems to render 3.8.4 differently to IE8, Safari and Firefox. It's missing all the nice round edges on the various buttons and panel headers etc, and generally doesn't look as nice. IE7: Safari: Is that expected, or is there something wrong with my install perhaps? I can see this in the source: So maybe it's a CSS issue? Cheers, Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: IE7.png Type: image/png Size: 10969 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Safari.png Type: image/png Size: 19560 bytes Desc: not available URL: From jesse at bestpractical.com Wed Oct 7 11:53:21 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Oct 2009 11:53:21 -0400 Subject: [rt-users] 3.8.4 looks different in IE7 In-Reply-To: References: Message-ID: <20091007155321.GH1635@bestpractical.com> On Wed, Oct 07, 2009 at 04:48:40PM +0100, Justin Hayes wrote: > Hi guys, > > For me IE7 seems to render 3.8.4 differently to IE8, Safari and > Firefox. It's missing all the nice round edges on the various buttons > and panel headers etc, and generally doesn't look as nice. > > > Is that expected, or is there something wrong with my install perhaps? IE doesn't support the nice bit of CSS we use to round corners. (Neither does Opera) Adding corner rounding for IE without lots of hand-tooled images and ugly html hacking caused an upsetting performance degradation in page rendering speed. So, it's expected and intentional. But not something I'm happy about. Jesse From Justin.Hayes at OrbisUK.com Wed Oct 7 12:00:26 2009 From: Justin.Hayes at OrbisUK.com (Justin Hayes) Date: Wed, 7 Oct 2009 17:00:26 +0100 Subject: [rt-users] 3.8.4 looks different in IE7 In-Reply-To: <20091007155321.GH1635@bestpractical.com> References: <20091007155321.GH1635@bestpractical.com> Message-ID: <564712AE-E353-48AC-9460-50C0C9D1299E@OrbisUK.com> Gotta love different browser implementations :) Still one less problem that I actually need to try and fix. Thanks for the quick reply Jesse! Justin On 7 Oct 2009, at 16:53, Jesse Vincent wrote: > > > > On Wed, Oct 07, 2009 at 04:48:40PM +0100, Justin Hayes wrote: >> Hi guys, >> >> For me IE7 seems to render 3.8.4 differently to IE8, Safari and >> Firefox. It's missing all the nice round edges on the various buttons >> and panel headers etc, and generally doesn't look as nice. >> >> >> Is that expected, or is there something wrong with my install >> perhaps? > > IE doesn't support the nice bit of CSS we use to round corners. > (Neither > does Opera) > > Adding corner rounding for IE without lots of hand-tooled images and > ugly html hacking caused an upsetting performance degradation in page > rendering speed. > > So, it's expected and intentional. But not something I'm happy about. > > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com From stephen at scaffidi.net Wed Oct 7 12:01:53 2009 From: stephen at scaffidi.net (Steve Scaffidi) Date: Wed, 7 Oct 2009 12:01:53 -0400 Subject: [rt-users] Improved RT2 to RT3 scripts Message-ID: What's the interest out there for a several-order-of-magnitudes-faster set of export-import scripts a-la RT::Extension::RT2toRT3 ? I currently have code capable of exporting the data from an RT database with over 181,000 tickets and over 117,000 user accounts in under four hours. The import script is not yet complete, but I'm shooting for similar performance gains. All that's left is the ticket import which is proving to be more difficult to get right (with the necessary performance) than I initially hoped. If anybody has a *much* faster means of importing the tickets themselves, I would love to integrate that code! The intermediate data format is *exactly* the same as produced by the scripts in RT::Extension::RT2toRT3. My versions of these scripts only work on postgresql, but they could probably be modified to work just as well on mysql with little effort. -- -- Steve Scaffidi From dominic.hargreaves at oucs.ox.ac.uk Wed Oct 7 12:06:11 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 7 Oct 2009 17:06:11 +0100 Subject: [rt-users] Improved RT2 to RT3 scripts In-Reply-To: References: Message-ID: <20091007160611.GC3601@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Oct 07, 2009 at 12:01:53PM -0400, Steve Scaffidi wrote: > What's the interest out there for a several-order-of-magnitudes-faster > set of export-import scripts a-la RT::Extension::RT2toRT3 ? > > I currently have code capable of exporting the data from an RT > database with over 181,000 tickets and over 117,000 user accounts in > under four hours. > > The import script is not yet complete, but I'm shooting for similar > performance gains. All that's left is the ticket import which is > proving to be more difficult to get right (with the necessary > performance) than I initially hoped. If anybody has a *much* faster > means of importing the tickets themselves, I would love to integrate > that code! > > The intermediate data format is *exactly* the same as produced by the > scripts in RT::Extension::RT2toRT3. > > My versions of these scripts only work on postgresql, but they could > probably be modified to work just as well on mysql with little effort. I would definitely be interested. I'm currently working on an RT2 to RT3 upgrade with around 500,000 tickets and without any tuning the import seems to be taking around a week (I think the export took around 8-12 hours). Our preferred database is PostgreSQL. This was with the latest devel release of RT::Extension::RT2toRT3. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From jesse at bestpractical.com Wed Oct 7 12:07:48 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Oct 2009 12:07:48 -0400 Subject: [rt-users] Improved RT2 to RT3 scripts In-Reply-To: References: Message-ID: <20091007160748.GI1635@bestpractical.com> On Wed, Oct 07, 2009 at 12:01:53PM -0400, Steve Scaffidi wrote: > What's the interest out there for a several-order-of-magnitudes-faster > set of export-import scripts a-la RT::Extension::RT2toRT3 ? > > I currently have code capable of exporting the data from an RT > database with over 181,000 tickets and over 117,000 user accounts in > under four hours. > Hang on! We actually have an end-user who's pointed us at their super-fast scripts to do the same. Let me go pull a link. > The import script is not yet complete, but I'm shooting for similar > performance gains. All that's left is the ticket import which is > proving to be more difficult to get right (with the necessary > performance) than I initially hoped. If anybody has a *much* faster > means of importing the tickets themselves, I would love to integrate > that code! > > The intermediate data format is *exactly* the same as produced by the > scripts in RT::Extension::RT2toRT3. > > My versions of these scripts only work on postgresql, but they could > probably be modified to work just as well on mysql with little effort. > > -- > -- Steve Scaffidi > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Oct 7 12:17:02 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Oct 2009 12:17:02 -0400 Subject: [rt-users] Improved RT2 to RT3 scripts In-Reply-To: <20091007160611.GC3601@gunboat-diplomat.oucs.ox.ac.uk> References: <20091007160611.GC3601@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20091007161702.GK1635@bestpractical.com> The nice folks at XS4ALL put together a high-performance RT2-RT3.8 converter. It might be of use to you guys: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg21759.html Best, Jesse From jesse at bestpractical.com Wed Oct 7 12:26:10 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Oct 2009 12:26:10 -0400 Subject: [rt-users] occasionally missing metadata In-Reply-To: <4ACCA1CA.8000206@greentube.com> References: <20091005134149.GG20667@mar-adentro> <4ACCA1CA.8000206@greentube.com> Message-ID: <20091007162610.GM1635@bestpractical.com> On Wed, Oct 07, 2009 at 04:12:26PM +0200, Bernhard wrote: > Hi Jesse, > > thank you for responding - after playing around a bit I found the following: > For the one ticket with attachment, I find only the filename and the > file itself in the attachments table, all other information is empty. > For the other ticket I find nothing at all in the attachments table - > but that could also be because I have no idea how to get to the > corresponding Attachments ID from the ticket number... > > Unless you can point me somewhere, I will just check if it happens again... > Absent something showing up in the logs as it happens, I'm at a bit of a loss. -jesse From stephen at scaffidi.net Wed Oct 7 12:31:16 2009 From: stephen at scaffidi.net (Steve Scaffidi) Date: Wed, 7 Oct 2009 12:31:16 -0400 Subject: [rt-users] Improved RT2 to RT3 scripts In-Reply-To: <20091007161702.GK1635@bestpractical.com> References: <20091007160611.GC3601@gunboat-diplomat.oucs.ox.ac.uk> <20091007161702.GK1635@bestpractical.com> Message-ID: On Wed, Oct 7, 2009 at 12:17 PM, Jesse Vincent wrote: > > The nice folks at XS4ALL put together a high-performance RT2-RT3.8 > converter. It might be of use to you guys: > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg21759.html Thanks, Jesse! The link to the git repo in that message seems to be broken (server timing out) but I'll see if I can get in touch with the author and get a copy that way. The stats he shows are certainly impressive! -- -- Steve Scaffidi From dgriffi at cs.csubak.edu Wed Oct 7 14:36:05 2009 From: dgriffi at cs.csubak.edu (David Griffith) Date: Wed, 7 Oct 2009 11:36:05 -0700 (PDT) Subject: [rt-users] "could not load valid user" message Message-ID: Looking at the templates, I don't see where the "could not load a valid user" message is generated. Am I missing something obvious? Further, these messages always seem to come from help at myrtserver.foo.com. How can I change that? Should I just alias that address to an autoresponder? -- 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 kfreels at sendmail.com Wed Oct 7 14:20:48 2009 From: kfreels at sendmail.com (Kevin Freels) Date: Wed, 7 Oct 2009 11:20:48 -0700 Subject: [rt-users] Duplicate ticket creation from CC's Message-ID: <556AE10AFFB7484B833AF9BE7BF9FD3B016C8E6C@platypus> Greetings! Errata: RT 3.6.5 on FC8 I have a user who is the admin of one of the queues. He is asking about a problem he is having with duplicate tickets being created, and here is the scenario: 1) User Adam sends email to RT to create ticket, CC's Bill and Carl. Email subject is "PROBLEM". -- RT, Bill, and Carl all get the email. 2) RT generates ticket #1 with Subject "RT #1: PROBLEM", sends notification to Adam. 3) Bill "RepliesAll" to Adam's email *original* email, so email is sent to RT and Carl from Bill. Email Subject is now "Re: PROBLEM". -- RT, Adam, and Carl get the email. 4) RT generates ticket #2 with Subject "RT #2: Re:PROBLEM", sends notification to Bill. 5) Carl "RepliesAll" to Bill's email, which is a reply to Adam's first email (Subj" Re: PROBLEM"). Email Subject is now "Re: PROBLEM". -- RT, Adam, and Bill get the email 6) RT generates ticket #3 with Subject "RT #3: Re:PROBLEM", sends notification to Carl. Do you see where this is going? Now there are three tickets in the RT queue: #1: PROBLEM (from Adam) #2: Re: PROBLEM (from Bill) #3: Re: PROBLEM (from Carl) I understand that if you merge these, all the people will get all the replies to the merged ticket. However, this could be problematic (and painful) if the CC list is big and people are energetic. But it is a pain to have to keep merging new tickets into the original, and my user says this is not the way RT should handle it. I explain that a unique ticket is created by each user/subject combination sent to RT, but he believes this is "kludge" behavior (his word, not mine). So, what's the best way to avoid the duplicates? My answer was "Don't CC them on the original email, but rather create the ticket, then add them as CC's *on* thie ticket. But due to the constraints of the environment, users do not always have access to the RT GUI to do this when/after they create a ticket; most of our tickets are created via email. As always, any help is *greatly* appreciated!!! ....k -=-=-=- Kevin Freels Director of Information Technology Sendmail, Inc. kfreels at sendmail.com 510/594.5572 From mathieu at closetwork.org Wed Oct 7 14:49:34 2009 From: mathieu at closetwork.org (Mathieu Longtin) Date: Wed, 7 Oct 2009 14:49:34 -0400 Subject: [rt-users] Get a list of overdue tickets Message-ID: <539eb5520910071149j67ca27eo474474ef294dab54@mail.gmail.com> Hi, I'm trying to make two searches for a dashboard: - All tickets that were closed after their due datet/time. - All tickets that are open and have a past due date. I can't seem to build a search comparing "Due" and "Closed", nor one comparing "Due" and "sysdate". Thanks for your help -- Mathieu Longtin -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgriffi at cs.csubak.edu Wed Oct 7 15:03:52 2009 From: dgriffi at cs.csubak.edu (David Griffith) Date: Wed, 7 Oct 2009 12:03:52 -0700 (PDT) Subject: [rt-users] Duplicate ticket creation from CC's In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B016C8E6C@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B016C8E6C@platypus> Message-ID: On Wed, 7 Oct 2009, Kevin Freels wrote: [snip] > My answer was "Don't CC them on the original email, but rather create > the ticket, then add them as CC's *on* thie ticket. But due to the > constraints of the environment, users do not always have access to the > RT GUI to do this when/after they create a ticket; most of our tickets > are created via email. > > As always, any help is *greatly* appreciated!!! I'm thinking that the ability for RT to parse headers would be nice. So if you want to CC people with the initial email, have a special CC like "X-RT-CC" for that purpose. -- 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 paul at beingeaten.com Wed Oct 7 15:54:35 2009 From: paul at beingeaten.com (Paul C.) Date: Wed, 07 Oct 2009 12:54:35 -0700 Subject: [rt-users] Duplicate ticket creation from CC's In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B016C8E6C@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B016C8E6C@platypus> Message-ID: <4ACCF1FB.6090005@beingeaten.com> Kevin Freels wrote: > So, what's the best way to avoid the duplicates? http://code.google.com/p/rt-references/ is what I've been using for the exact same problem and it works well From manohar.r at glowtouch.com Wed Oct 7 16:16:27 2009 From: manohar.r at glowtouch.com (H Manohar rayker) Date: Thu, 8 Oct 2009 01:46:27 +0530 Subject: [rt-users] Display mails containing tables and other styles created from MS Word. Message-ID: <20091007202311.E4C5B19B82D6@diesel.bestpractical.com> Hello folks, How can I get displayed with the mails containing tables and other styles and formatting (created via MS Word or other word processing software's) in RT? I use RT 3.8.4, Centos 5.2, and Apache 1.3.x. As of now the contents are displayed in plain text format without the tables and other styles. The table rows & columns contents are displayed in different sequence of lines. Thanks Manohar -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Oct 7 19:23:36 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 07 Oct 2009 16:23:36 -0700 Subject: [rt-users] Duplicate ticket creation from CC's In-Reply-To: <556AE10AFFB7484B833AF9BE7BF9FD3B016C8E6C@platypus> References: <556AE10AFFB7484B833AF9BE7BF9FD3B016C8E6C@platypus> Message-ID: <4ACD22F8.1010602@lbl.gov> Kevin, We had that problem at first as well. Those using RT had forgotten that if their Queues were set up to notify the appropriate persons, then they didn't need to add them as a CC. Add to that the fact that many would continue to click "Reply All", instead of just "Reply". we had to train them to remember about just having RT in the CC or BCC field (and the ticket reference in the subject line). We also put that information intoto EVERY template we use. Like this: ----------------------------------------------------------------------------- SPECIAL INSTRUCTIONS: To ensure that any communication is kept with the ticket history, Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. ----------------------------------------------------------------------------- To view this ticket, enter URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Thank you, {$Ticket->QueueObj->CorrespondAddress()} This is n the bottom of EVERY single template we use. Additionally, we had a "RT Support" link on ALL our screens that allows thm access to an FAQ page. *Question*:** I frequently forward email requests to my RT queue and "cc:" other users in the same email. Sometimes one of the cc recipients will "Reply All" to the message and a new ticket is generated in RT? How do I stop this from happening?** *Answer:*** Actually, it is simpler than you would think. When RT gets a message that does *NOT* have a ticket number, it will always create a new one at the Queue address you sent the message to (i.e [*/Queue alias)@(email URL/*] in any "CC" field). Whether you are sending email *OUTSIDE* of the RT system *or inside*, you can keep RT informed (ticker history) without risking the creation of an extra ticket by doing the following: 1. Putting the RT ticket info into the subject line somewhere. It should look like this "*re: [lbl.gov #99999]*" where 99999 is the ticket number. RT will never create a new ticket if the email is already referring to one. But, if failing to put the ticket info into the subject line, then: *2. *Place the RT queue email address in the BCC portion of your email message, especially if you are going to cc other users in the same message. This way if users Reply All to your message, RT will not trigger a new ticket. Also, it is *VERY IMPORTANT *to be aware if any of those users that you "cc:" are *already* listed as "cc's" or the requestor of the referred ticket. RT will *automatically *include them with a copy of the correspondence due to global notifications already set up (see "Standards->Notifications), so they end up getting *TWO* emails.** Anyway, that's how we handles it. Hope this helps. Kenn LBNL On 10/7/2009 11:20 AM, Kevin Freels wrote: > Greetings! > > Errata: RT 3.6.5 on FC8 > > I have a user who is the admin of one of the queues. He is asking about > a problem he is having with duplicate tickets being created, and here is > the scenario: > > 1) User Adam sends email to RT to create ticket, CC's Bill and Carl. > Email subject is "PROBLEM". > -- RT, Bill, and Carl all get the email. > > 2) RT generates ticket #1 with Subject "RT #1: PROBLEM", sends > notification to Adam. > > 3) Bill "RepliesAll" to Adam's email *original* email, so email is sent > to RT and Carl from Bill. Email Subject is now "Re: PROBLEM". > -- RT, Adam, and Carl get the email. > > 4) RT generates ticket #2 with Subject "RT #2: Re:PROBLEM", sends > notification to Bill. > > 5) Carl "RepliesAll" to Bill's email, which is a reply to Adam's first > email (Subj" Re: PROBLEM"). Email Subject is now "Re: PROBLEM". > -- RT, Adam, and Bill get the email > > 6) RT generates ticket #3 with Subject "RT #3: Re:PROBLEM", sends > notification to Carl. > > > Do you see where this is going? > > Now there are three tickets in the RT queue: > > #1: PROBLEM (from Adam) > #2: Re: PROBLEM (from Bill) > #3: Re: PROBLEM (from Carl) > > I understand that if you merge these, all the people will get all the > replies to the merged ticket. However, this could be problematic (and > painful) if the CC list is big and people are energetic. But it is a > pain to have to keep merging new tickets into the original, and my user > says this is not the way RT should handle it. I explain that a unique > ticket is created by each user/subject combination sent to RT, but he > believes this is "kludge" behavior (his word, not mine). > > So, what's the best way to avoid the duplicates? > > My answer was "Don't CC them on the original email, but rather create > the ticket, then add them as CC's *on* thie ticket. But due to the > constraints of the environment, users do not always have access to the > RT GUI to do this when/after they create a ticket; most of our tickets > are created via email. > > As always, any help is *greatly* appreciated!!! > > > ....k > -=-=-=- > Kevin Freels > Director of Information Technology > Sendmail, Inc. > kfreels at sendmail.com 510/594.5572 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen at scaffidi.net Wed Oct 7 20:36:57 2009 From: stephen at scaffidi.net (Steve Scaffidi) Date: Wed, 7 Oct 2009 20:36:57 -0400 Subject: [rt-users] Creating tickets from email without creating new users but still able to reply to originating address In-Reply-To: References: Message-ID: I now have got this working successfully, and I believe it was accomplished in as clean, flexible, and functional a manner as possible. For anybody who is interested in what I was asking about in this thread, I've begun documenting what I've done in the wiki here: http://wiki.bestpractical.com/view/NoCreateUserOnEmailTicketCreate I haven't finished the article (I still need to paste in code, and possibly explain how it works) but I will RSN. Feel free to reply with questions, comments, and suggestions :) -- -- Steve Scaffidi From dnillese at une.edu.au Wed Oct 7 20:51:40 2009 From: dnillese at une.edu.au (David Nillesen) Date: Thu, 8 Oct 2009 11:51:40 +1100 Subject: [rt-users] Combining Apache Auth with RT:Authen:External overlays Message-ID: <3FAFA1227D473347B886B2E5476C8395FAEE7A0B3A@MAILSTORE.ad.une.edu.au> Hi, I've been trying to get this to work for a bit, but am not having any luck. o What I would like is to use Apache authentication via LDAP, so that all the apps on our server running RT are using the same auth system. o Then I would like to use an LDAP overlay so that users are driven with current information from our LDAP system. So far, I've had RT-Authen-ExternalAuth working, but not in combination with Apache Auth. RT External Auth works fine, but forces people to log in multiple times to the system, once for Apache and once for RT. The way users are handled inside RT-Authen-ExternalAuth is excellent and ideal for my case. Is there any way to tie this to Apache Basic Auth? I would use an LDAP overlay, but all the docs seem to have been pulled from the wiki and now point back to the RT-Authen-ExternalAuth module. I'm running the latest 3.8 RT with 0.08 RT-Authen-ExternalAuth. My other option appears to be to use an SSO cookie auth system and protect my server that way and get RT-Authen-ExternalAuth to use the cookie. I was really trying to avoid this however as it is massive overkill, well IMO. Thanks for your time, Dave -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmeden at gmail.com Thu Oct 8 00:24:50 2009 From: rmeden at gmail.com (Robert Eden) Date: Wed, 07 Oct 2009 23:24:50 -0500 Subject: [rt-users] email filter that sets ticket via subject lookup? Message-ID: <4ACD6992.5020105@gmail.com> Howdy All. We work with a vendor and store the vendor's ticket # in a custom field. We'd like to be able to add a comment to the RT ticket by "cc"ing RT on vendor email. The subject of the message contains the vendor ticket number, and I'll determine the RT # via a search. I'm trying to figure out the best way to do this. The "Right" method appears to be a custom RT::Interface::Email module, but the only "hook" appears to be GetCurrentUser and there's no way to set ticket number or modify the message. I looked at the code and don't see a "GetCurrentTicket" callback. Are the RT::Interface::Email modules only good for authentication? Another method is to replace the rt-mailgate script with one of my own. This seems like an "excessive" hack into RT internals. Is there a more official way? Robert From ruslan.zakirov at gmail.com Thu Oct 8 03:07:14 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 8 Oct 2009 11:07:14 +0400 Subject: [rt-users] Combining Apache Auth with RT:Authen:External overlays In-Reply-To: <3FAFA1227D473347B886B2E5476C8395FAEE7A0B3A@MAILSTORE.ad.une.edu.au> References: <3FAFA1227D473347B886B2E5476C8395FAEE7A0B3A@MAILSTORE.ad.une.edu.au> Message-ID: <589c94400910080007l278282ees595ae70046faca6e@mail.gmail.com> David, Do you use some SingleSignOn solution? If it's not the case then why do you need apache auth at all? On Thu, Oct 8, 2009 at 4:51 AM, David Nillesen wrote: > Hi, > > > > ??????????????? I?ve been trying to get this to work for a bit, but am not > having any luck. > > > > o?? What I would like is to use Apache authentication via LDAP, so that all > the apps on our server running RT are using the same auth system. > > o?? Then I would like to use an LDAP overlay so that users are driven with > current information from our LDAP system. > > > > So far, I?ve had RT-Authen-ExternalAuth working, but not in combination with > Apache Auth. RT External Auth works fine, but forces people to log in > multiple times to the system, > > once for Apache and once for RT. The way users are handled inside > RT-Authen-ExternalAuth is excellent and ideal for my case. > > > > Is there any way to tie this to Apache Basic Auth? > > > > I would use an LDAP overlay, but all the docs seem to have been pulled from > the wiki and now point back to the RT-Authen-ExternalAuth module. > > > > I?m running the latest 3.8 RT with 0.08 RT-Authen-ExternalAuth. > > > > My other option appears to be to use an SSO cookie auth system and protect > my server that way and get RT-Authen-ExternalAuth to use the cookie. I was > really trying to avoid this however as it is massive overkill, well IMO. > > > > Thanks for your time, > > Dave > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 G.Booth at lboro.ac.uk Thu Oct 8 04:27:14 2009 From: G.Booth at lboro.ac.uk (G.Booth) Date: Thu, 08 Oct 2009 09:27:14 +0100 Subject: [rt-users] rt at a glance components Message-ID: Hi Does anybody know if there is an easy way to make a clone of a component on the RT at a glance page (MyRT.html) ? e.g. take a copy of QuickCreate and have a QuickCreate2. regards Garry -- Dr Garry Booth IT Services Loughborough University From elacour at easter-eggs.com Thu Oct 8 04:32:39 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 8 Oct 2009 10:32:39 +0200 Subject: [rt-users] rt at a glance components In-Reply-To: References: Message-ID: <20091008083238.GD3468@easter-eggs.com> On Thu, Oct 08, 2009 at 09:27:14AM +0100, G.Booth wrote: > Hi > > Does anybody know if there is an easy way to make a clone of a component on > the RT at a glance page (MyRT.html) ? e.g. take a copy of QuickCreate and > have a QuickCreate2. > copy share/html/Elements/Quicksearch to local/html/Elements/Quicksearch2 modify it to suit your needs add it to RT_Site_Config.pm: Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Quicksearch2)]); restart webserver From dnillese at une.edu.au Thu Oct 8 06:12:14 2009 From: dnillese at une.edu.au (David Nillesen) Date: Thu, 8 Oct 2009 21:12:14 +1100 Subject: [rt-users] Combining Apache Auth with RT:Authen:External overlays In-Reply-To: <589c94400910080007l278282ees595ae70046faca6e@mail.gmail.com> References: <3FAFA1227D473347B886B2E5476C8395FAEE7A0B3A@MAILSTORE.ad.une.edu.au> <589c94400910080007l278282ees595ae70046faca6e@mail.gmail.com> Message-ID: <3FAFA1227D473347B886B2E5476C8395FAEE7A0B43@MAILSTORE.ad.une.edu.au> For our area which is essentially the datacentre staff, we have a variety of applications, such as nagios, (hopefully) request tracker, a blog, wiki, fileshare etc etc all running of a single webserver that forms the "home" of our activities and documentation. I'd like to reduce it to a single login to get on and move around freely. Though even as I explain it, it is going to make more sense with an SSO solution. I might take another look at webauth. It's one more thing to run, but may be simpler in total. Thanks, Dave -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Thursday, 8 October 2009 6:07 PM To: David Nillesen Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Combining Apache Auth with RT:Authen:External overlays David, Do you use some SingleSignOn solution? If it's not the case then why do you need apache auth at all? On Thu, Oct 8, 2009 at 4:51 AM, David Nillesen wrote: > Hi, > > > > ??????????????? I?ve been trying to get this to work for a bit, but am not > having any luck. > > > > o?? What I would like is to use Apache authentication via LDAP, so that all > the apps on our server running RT are using the same auth system. > > o?? Then I would like to use an LDAP overlay so that users are driven with > current information from our LDAP system. > > > > So far, I?ve had RT-Authen-ExternalAuth working, but not in combination with > Apache Auth. RT External Auth works fine, but forces people to log in > multiple times to the system, > > once for Apache and once for RT. The way users are handled inside > RT-Authen-ExternalAuth is excellent and ideal for my case. > > > > Is there any way to tie this to Apache Basic Auth? > > > > I would use an LDAP overlay, but all the docs seem to have been pulled from > the wiki and now point back to the RT-Authen-ExternalAuth module. > > > > I?m running the latest 3.8 RT with 0.08 RT-Authen-ExternalAuth. > > > > My other option appears to be to use an SSO cookie auth system and protect > my server that way and get RT-Authen-ExternalAuth to use the cookie. I was > really trying to avoid this however as it is massive overkill, well IMO. > > > > Thanks for your time, > > Dave > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.5.421 / Virus Database: 270.14.7/2421 - Release Date: 10/07/09 20:49:00 From ruslan.zakirov at gmail.com Thu Oct 8 07:25:22 2009 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 8 Oct 2009 15:25:22 +0400 Subject: [rt-users] Combining Apache Auth with RT:Authen:External overlays In-Reply-To: <3FAFA1227D473347B886B2E5476C8395FAEE7A0B43@MAILSTORE.ad.une.edu.au> References: <3FAFA1227D473347B886B2E5476C8395FAEE7A0B3A@MAILSTORE.ad.une.edu.au> <589c94400910080007l278282ees595ae70046faca6e@mail.gmail.com> <3FAFA1227D473347B886B2E5476C8395FAEE7A0B43@MAILSTORE.ad.une.edu.au> Message-ID: <589c94400910080425q6f06c7aap745c2c68642f0d85@mail.gmail.com> Got it. You want SSO. Probably it's easy to fix in ExternalAuth extension. On Thu, Oct 8, 2009 at 2:12 PM, David Nillesen wrote: > For our area which is essentially the datacentre staff, we have a variety of applications, such as nagios, (hopefully) request tracker, a blog, wiki, fileshare etc etc all running of a single webserver that forms the "home" of our activities and documentation. > > I'd like to reduce it to a single login to get on and move around freely. > > Though even as I explain it, it is going to make more sense with an SSO solution. I might take another look at webauth. It's one more thing to run, but may be simpler in total. > > Thanks, > Dave > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Thursday, 8 October 2009 6:07 PM > To: David Nillesen > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Combining Apache Auth with RT:Authen:External overlays > > David, > > Do you use some SingleSignOn solution? If it's not the case then why > do you need apache auth at all? > > On Thu, Oct 8, 2009 at 4:51 AM, David Nillesen wrote: >> Hi, >> >> >> >> ??????????????? I?ve been trying to get this to work for a bit, but am not >> having any luck. >> >> >> >> o?? What I would like is to use Apache authentication via LDAP, so that all >> the apps on our server running RT are using the same auth system. >> >> o?? Then I would like to use an LDAP overlay so that users are driven with >> current information from our LDAP system. >> >> >> >> So far, I?ve had RT-Authen-ExternalAuth working, but not in combination with >> Apache Auth. RT External Auth works fine, but forces people to log in >> multiple times to the system, >> >> once for Apache and once for RT. The way users are handled inside >> RT-Authen-ExternalAuth is excellent and ideal for my case. >> >> >> >> Is there any way to tie this to Apache Basic Auth? >> >> >> >> I would use an LDAP overlay, but all the docs seem to have been pulled from >> the wiki and now point back to the RT-Authen-ExternalAuth module. >> >> >> >> I?m running the latest 3.8 RT with 0.08 RT-Authen-ExternalAuth. >> >> >> >> My other option appears to be to use an SSO cookie auth system and protect >> my server that way and get RT-Authen-ExternalAuth to use the cookie. I was >> really trying to avoid this however as it is massive overkill, well IMO. >> >> >> >> Thanks for your time, >> >> Dave >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > > No virus found in this incoming message. > Checked by AVG - www.avg.com > Version: 8.5.421 / Virus Database: 270.14.7/2421 - Release Date: 10/07/09 20:49:00 > -- Best regards, Ruslan. From falcone at bestpractical.com Thu Oct 8 10:02:07 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 8 Oct 2009 10:02:07 -0400 Subject: [rt-users] email filter that sets ticket via subject lookup? In-Reply-To: <4ACD6992.5020105@gmail.com> References: <4ACD6992.5020105@gmail.com> Message-ID: <20091008140207.GD4382@jibsheet.com> On Wed, Oct 07, 2009 at 11:24:50PM -0500, Robert Eden wrote: > Howdy All. > > We work with a vendor and store the vendor's ticket # in a custom field. > > We'd like to be able to add a comment to the RT ticket by "cc"ing RT on > vendor email. The subject of the message contains the vendor ticket > number, and I'll determine the RT # via a search. > > I'm trying to figure out the best way to do this. The "Right" method > appears to be a custom RT::Interface::Email module, but the only "hook" > appears to be GetCurrentUser and there's no way to set ticket number or > modify the message. I looked at the code and don't see a > "GetCurrentTicket" callback. Are the RT::Interface::Email modules > only good for authentication? > > Another method is to replace the rt-mailgate script with one of my > own. This seems like an "excessive" hack into RT internals. Is there > a more official way? You may just want to borrow the Nagios scrips on the wiki and On Create find the existing ticket you need to merge into and set the CF from there. You'll find the Scrip Action interface to be a lot easier to do what you need (since the tickets exist and you can set properties). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From slander at hearstsc.com Thu Oct 8 10:03:18 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 8 Oct 2009 10:03:18 -0400 Subject: [rt-users] Autofill CFs from LDAP Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697B18E19@RCLTEXCMS02.resource.hearstcorp.com> I am sure this has come up and been dealt with before, but, I can't seem to find a solution anywhere. We authenticate our RT users via ldap, and one of the things it picks up is the users phone number. I would like to include that information in the new ticket screen - IE, have a field that defaults to their phone number that they can overwrite. I have a CF (currently empty) on the screen for phone number. The question, of course, is how do I populate it with the info from ldap, much like the requesters email address is populated? Thanks ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From nicolas.guiot at risc-group.com Thu Oct 8 10:33:13 2009 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Thu, 8 Oct 2009 16:33:13 +0200 Subject: [rt-users] "Partial" upgrade form 3.6.1 to 3.8.5 Message-ID: <20091008163313.340d4277@lapcolas> Hi, I had a debian-packaged (etch) RT on a box and new options from 3.8 are interesting to us, so I plan to install a brand new RT install from sources, but would like to keep my existing DB. Correct me if I'm wrong : I juste need to do the RT setup, without the DB creation, run the DB upgrade script, et voil? ?? Thanks for your attention -- Nicolas GUIOT Risc Group - Service Production Exploitation Alcatel/CTI - Av. du Gal de Gaulle 45140 ORMES - FRANCE Tel : (+33) 2 38 71 84 98 Fax : (+33) 2 38 75 76 92 From slander at hearstsc.com Thu Oct 8 11:59:38 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 8 Oct 2009 11:59:38 -0400 Subject: [rt-users] Error in viewing one ticket Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697B18E79@RCLTEXCMS02.resource.hearstcorp.com> I have one ticket that, when I go to view it, it displays about a half of the details and then give the following error: Can't call method "Name" on an undefined value at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 700. Any one have any idea what could cause this? ------------------------------------------------------------------------------------ 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 howie at thingy.com Thu Oct 8 12:12:13 2009 From: howie at thingy.com (Howard Jones) Date: Thu, 08 Oct 2009 17:12:13 +0100 Subject: [rt-users] Finding the current user for a reply (scrips) Message-ID: <4ACE0F5D.2060209@thingy.com> I'm trying to write a scrip to set a ticket's status based on who replies to it - if it's staff, set it to stalled, if it's not, set to open. I currently have an OnCorrespond condition, and a custom Action, but I'm not seeing the user I expect from the Transaction object. $RT::Logger->warning("Welcome to Scrip 13"); # get actor ID my $trans = $self->TransactionObj; my $Ticket = $trans->TicketObj; my $Actor = $self->CurrentUser(); $RT::Logger->warning(ref($Ticket)." ".ref($Actor)); # if actor is RT_SystemUser then get out of here return 1 if $Actor == $RT::SystemUser->id; $RT::Logger->warning("Actor is ".$Actor->Name); my $staff = 0; my $GroupObj = RT::Group->new($Actor); $GroupObj->LoadUserDefinedGroup( 'RTUsers' ); my $PrincipalObj = RT::Principal->new($Actor); $PrincipalObj->Load($Actor->id); $RT::Logger->warning("groupname: ".$GroupObj->Name); #Remove them from production $RT::Logger->warning("principaltype: ".$PrincipalObj->PrincipalType); if ($GroupObj->HasMemberRecursively($PrincipalObj)) { $staff = 1; $self->TicketObj->SetStatus('stalled'); $RT::Logger->warning("Staff"); } else { $RT::Logger->warning("Non-staff"); } return 1; and the log output is: Oct 8 16:49:31 rt RT: Welcome to Scrip 13 ((eval 759):1) Oct 8 16:49:31 rt RT: RT::Ticket RT::CurrentUser ((eval 759):9) Oct 8 16:49:31 rt RT: Actor is RT_System ((eval 759):14) Oct 8 16:49:31 rt RT: groupname: RTUsers ((eval 759):26) Oct 8 16:49:31 rt RT: principaltype: User ((eval 759):27) Oct 8 16:49:31 rt RT: Non-staff ((eval 759):36) even though I am triggering this by replying to a ticket logged in as a normal user (in the RTUsers group) from the web UI. Why is it 'RT_System'? Can someone please point me in the right direction? I think I'm probably missing something fundamental... Thanks, Howie From falcone at bestpractical.com Thu Oct 8 12:22:24 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 8 Oct 2009 12:22:24 -0400 Subject: [rt-users] Error in viewing one ticket In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0697B18E79@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B0697B18E79@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <20091008162224.GE4382@jibsheet.com> On Thu, Oct 08, 2009 at 11:59:38AM -0400, Lander, Scott wrote: > I have one ticket that, when I go to view it, it displays about a half of the details and then give the following error: > > Can't call method "Name" on an undefined value at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 700. > > Any one have any idea what could cause this? In 3.8.5 that line involves a User object. Have you deleted a user manually or forced a shredder deletion of a user who was still associated with tickets? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From william.graboyes at theportalgrp.com Thu Oct 8 12:22:37 2009 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Thu, 8 Oct 2009 09:22:37 -0700 Subject: [rt-users] Error in viewing one ticket In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0697B18E79@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B0697B18E79@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <8a5c3dac0910080922k40276962se2a5e8b68328defa@mail.gmail.com> Hi Scott, I have seen that happen when there is a missing user, or the Principals table is out of whack. It is hard to tell with the information that is given though. Did you happen to do a partial database migration? Are you running a cron job that is removing users? Are you acting directly in the database? Maybe you are using RT Shredder? Thanks, Bill Graboyes On Thu, Oct 8, 2009 at 8:59 AM, Lander, Scott wrote: > I have one ticket that, when I go to view it, it displays about a half of > the details and then give the following error: > > Can't call method "Name" on an undefined value at > /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 700. > > > Any one have any idea what could cause this? > > > > > ------------------------------------------------------------------------------------ > This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. > ------------------------------------------------------------------------------------ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Oct 8 12:24:08 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 8 Oct 2009 12:24:08 -0400 Subject: [rt-users] Finding the current user for a reply (scrips) In-Reply-To: <4ACE0F5D.2060209@thingy.com> References: <4ACE0F5D.2060209@thingy.com> Message-ID: <20091008162408.GF4382@jibsheet.com> On Thu, Oct 08, 2009 at 05:12:13PM +0100, Howard Jones wrote: > I'm trying to write a scrip to set a ticket's status based on who > replies to it - if it's staff, set it to stalled, if it's not, set to open. > > I currently have an OnCorrespond condition, and a custom Action, but I'm > not seeing the user I expect from the Transaction object. > > $RT::Logger->warning("Welcome to Scrip 13"); > > # get actor ID > my $trans = $self->TransactionObj; > my $Ticket = $trans->TicketObj; > my $Actor = $self->CurrentUser(); Try using $trans->Creator or $trans->CreatorObj Scrips run in a system context, but the creator of the transaction will be the user who triggered it. -kevin > $RT::Logger->warning(ref($Ticket)." ".ref($Actor)); > > # if actor is RT_SystemUser then get out of here > return 1 if $Actor == $RT::SystemUser->id; > > $RT::Logger->warning("Actor is ".$Actor->Name); > > my $staff = 0; > > my $GroupObj = RT::Group->new($Actor); > $GroupObj->LoadUserDefinedGroup( 'RTUsers' ); > > my $PrincipalObj = RT::Principal->new($Actor); > $PrincipalObj->Load($Actor->id); > > $RT::Logger->warning("groupname: ".$GroupObj->Name); #Remove them from > production > $RT::Logger->warning("principaltype: ".$PrincipalObj->PrincipalType); > > if ($GroupObj->HasMemberRecursively($PrincipalObj)) { > $staff = 1; > $self->TicketObj->SetStatus('stalled'); > $RT::Logger->warning("Staff"); > } > else > { > $RT::Logger->warning("Non-staff"); > } > > return 1; > > and the log output is: > Oct 8 16:49:31 rt RT: Welcome to Scrip 13 ((eval 759):1) > Oct 8 16:49:31 rt RT: RT::Ticket RT::CurrentUser ((eval 759):9) > Oct 8 16:49:31 rt RT: Actor is RT_System ((eval 759):14) > Oct 8 16:49:31 rt RT: groupname: RTUsers ((eval 759):26) > Oct 8 16:49:31 rt RT: principaltype: User ((eval 759):27) > Oct 8 16:49:31 rt RT: Non-staff ((eval 759):36) > > even though I am triggering this by replying to a ticket logged in as a > normal user (in the RTUsers group) from the web UI. Why is it 'RT_System'? > > Can someone please point me in the right direction? I think I'm probably > missing something fundamental... > > Thanks, > > Howie > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 kfcrocker at lbl.gov Thu Oct 8 14:40:09 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 08 Oct 2009 11:40:09 -0700 Subject: [rt-users] Error in viewing one ticket In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0697B18E79@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B0697B18E79@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4ACE3209.8080606@lbl.gov> Scott, Every ticket will try to show it's history. In your case, it died trying to find a UserID on the USERS table that was identified in the transaction record. I recommend the following: 1) Get into the DataBase and find that Transaction (usually, I look at the history in that ticket and see where it stops. That gives me an idea of what to look for in terms of action) 2) Get the UserId identified in that transaction record and see if it is in the USERS table. 3) If not in the Users table, you have a couple of options on how to fix it, one being using SQL to change the UserID on that transaction record to a Users Id that already exist and will suffice as a replacement. This type of action would NOT meet the approval of Audit, but it WILL fix the error situation. I have a set of SQL commands I have used in the past to resolve these types of problems. Let m eknow if you want them. Kenn LBNL On 10/8/2009 8:59 AM, Lander, Scott wrote: > I have one ticket that, when I go to view it, it displays about a half > of the details and then give the following error: > > Can't call method "Name" on an undefined value at > /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 700. > > > Any one have any idea what could cause this? > > > > ------------------------------------------------------------------------------------ > This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. > ------------------------------------------------------------------------------------ > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Thu Oct 8 17:06:30 2009 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 8 Oct 2009 22:06:30 +0100 Subject: [rt-users] "Partial" upgrade form 3.6.1 to 3.8.5 In-Reply-To: <20091008163313.340d4277@lapcolas> References: <20091008163313.340d4277@lapcolas> Message-ID: <20091008210629.GA25316@sysdev.oucs.ox.ac.uk> On Thu, Oct 08, 2009 at 04:33:13PM +0200, Nicolas GUIOT wrote: > I had a debian-packaged (etch) RT on a box and new options from 3.8 are interesting to us, so I plan to install a brand new RT install from sources, but would like to keep my existing DB. > > Correct me if I'm wrong : > I juste need to do the RT setup, without the DB creation, run the DB upgrade script, et voil?? ?? That should be just about it, yes. It's worth bearing in mind that you should be able to install RT3.8 onto etch without too much trouble if you are confident with installing selected packages from another release without hosing your system; the packages are available in squeeze/sid. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford From change+lists.rt at nightwind.net Thu Oct 8 19:14:17 2009 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 08 Oct 2009 16:14:17 -0700 Subject: [rt-users] Matching relative dates in scrips Message-ID: <1255043657.26281.1339038613@webmail.messagingengine.com> I'm trying to get a scrip condition to match when the Starts field of a ticket has a date of today. We want to be able to set tickets as stalled with a Starts date sometime in the future, and have a cron job open tickets on the day when they start, and have a scrip notify the ticket owner. Cron entry looks like this: rt-crontool --search RT::Search::FromSQL --search-arg "Status = 'stalled' AND Starts = 'today'" --action RT::Action::SetStatus --action-arg "open" Scrip condition looks like this: my $txn = $self->TransactionObj; my $starts = $self->TicketObj->StartsObj; if ( $txn->OldValue eq "stalled" && $txn->NewValue eq "open" && $starts eq "today" ) { return 1; } else { return 0; } The date isn't matching though. I'm missing something, I'm just not sure what (date conversion maybe?) From rmeden at gmail.com Fri Oct 9 00:12:11 2009 From: rmeden at gmail.com (Robert Eden) Date: Thu, 08 Oct 2009 23:12:11 -0500 Subject: [rt-users] email filter that sets ticket via subject lookup? In-Reply-To: <20091008140207.GD4382@jibsheet.com> References: <4ACD6992.5020105@gmail.com> <20091008140207.GD4382@jibsheet.com> Message-ID: <4ACEB81B.6020409@gmail.com> On 10/8/2009 9:02 AM, Kevin Falcone wrote: > On Wed, Oct 07, 2009 at 11:24:50PM -0500, Robert Eden wrote: > >> Howdy All. >> >> We work with a vendor and store the vendor's ticket # in a custom field. >> >> We'd like to be able to add a comment to the RT ticket by "cc"ing RT on >> vendor email. The subject of the message contains the vendor ticket >> number, and I'll determine the RT # via a search. >> .... > You may just want to borrow the Nagios scrips on the wiki and On > Create find the existing ticket you need to merge into and set the CF > from there. You'll find the Scrip Action interface to be a lot easier > to do what you need (since the tickets exist and you can set > properties). Thanks for the idea Kevin... I got a modified scrip working. That solution takes the new ticket and merges it with my main one. It works, but you have the side-effect of potentially a lot of extra tickets and also additional "requestors" because they're merged. Is there any way to avoid the new ticket with new requestor? I get the feeling the ticket is already created by the time "on-create" hits, so that damage is already done. One solution is to extract the text and add the comment to the other ticket and then change the status of the newly created ticket to "delete". I still get an extra ticket, but at least it doesn't do much harm. I'm leaning towards that.. I guess it's cleaner than intercepting it at the mail entry. Robert From arun at semansys.in Fri Oct 9 00:15:16 2009 From: arun at semansys.in (Arun Balaji) Date: Fri, 9 Oct 2009 09:45:16 +0530 Subject: [rt-users] Apache Failed while Restarting - Request Tracker Message-ID: <6641bef80910082115p63cf09b5gbcd8bc70139d805c@mail.gmail.com> Hello Experts Please help me to proceed further steps in RT. I am a newbie in RT. I am using RT3 in RHEL5. here with i am sending my files and log details. [Fri Oct 09 15:10:40 2009] [error] Can't locate Extension/QuickDelete.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line 627.\nCompilation failed in require at (eval 2) line 1.\n [Fri Oct 09 15:10:40 2009] [error] Can't load Perl file: /opt/rt3/bin/ webmux.pl for server 192.168.1.2:0, exiting... ----------------------------------------------------------------------------------------------------------------- This is httpd.conf file Options FollowSymLinks ExecCGI AllowOverride None ServerName 192.168.1.2 DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl RedirectMatch permanent (.*)/$ $1/index.html SetHandler perl-script PerlHandler RT::Mason --------------------- This is /opt/rt3/etc/SiteConfig.pm file Set($rtname, 'rt3'); #Set($Organization, 'example.org'); #Set($CorrespondAddress , 'support at example.org'); #Set($CommentAddress , 'support-comment at example.org'); #Set($Timezone , ?GMT?); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'rt'); Set($DatabasePassword , 'semansys'); Set($DatabaseName , 'rt3'); # Ensure this is set to rt3! # THE WEBSERVER: Set($WebPath , '/opt/rt3/share/html/'); Set($WebBaseURL , 'http://192.168.1.2'); Set(@Plugins,(qw(Extension::QuickDelete RT::FM))) --------------------------------------------------------------------------------------- Please help me to solve the issue. Regards Arun Balaji.L -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Fri Oct 9 08:47:53 2009 From: howie at thingy.com (Howard Jones) Date: Fri, 09 Oct 2009 13:47:53 +0100 Subject: [rt-users] Finding the current user for a reply (scrips) In-Reply-To: <20091008162408.GF4382@jibsheet.com> References: <4ACE0F5D.2060209@thingy.com> <20091008162408.GF4382@jibsheet.com> Message-ID: <4ACF30F9.6030201@thingy.com> On 08/10/2009 17:24, Kevin Falcone wrote: > Try using $trans->Creator or $trans->CreatorObj > Scrips run in a system context, but the creator of the transaction > will be the user who triggered it. > Thanks! That did the trick... So for the sake of anyone else searching later, here is the final scrip. There's already another scrip that sets the status back to open on correspondence. # get actor ID my $trans = $self->TransactionObj; my $Ticket = $trans->TicketObj; my $Actor = $trans->CreatorObj(); # if actor is RT_SystemUser then get out of here return 1 if $Actor == $RT::SystemUser->id; # All staff users are in 'RTUsers'. my $GroupObj = RT::Group->new($Actor); $GroupObj->LoadUserDefinedGroup( 'RTUsers' ); my $PrincipalObj = RT::Principal->new($Actor); $PrincipalObj->Load($Actor->id); if ($GroupObj->HasMemberRecursively($PrincipalObj)) { if($Ticket->Status() eq 'open') { $self->TicketObj->SetStatus('stalled'); } } return 1; From falcone at bestpractical.com Fri Oct 9 09:26:14 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Oct 2009 09:26:14 -0400 Subject: [rt-users] Apache Failed while Restarting - Request Tracker In-Reply-To: <6641bef80910082115p63cf09b5gbcd8bc70139d805c@mail.gmail.com> References: <6641bef80910082115p63cf09b5gbcd8bc70139d805c@mail.gmail.com> Message-ID: <20091009132614.GG4382@jibsheet.com> On Fri, Oct 09, 2009 at 09:45:16AM +0530, Arun Balaji wrote: > Hello Experts > > Please help me to proceed further steps in RT. I am a newbie in RT. > > I am using RT3 in RHEL5. here with i am sending my files and log details. > > [Fri Oct 09 15:10:40 2009] [error] Can't locate Extension/QuickDelete.pm in @INC (@INC > Set(@Plugins,(qw(Extension::QuickDelete RT::FM))) You haven't installed Extension::QuickDelete, so don't include it in your @Plugins -kevin -------------- 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 Fri Oct 9 09:27:15 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Oct 2009 09:27:15 -0400 Subject: [rt-users] email filter that sets ticket via subject lookup? In-Reply-To: <4ACEB81B.6020409@gmail.com> References: <4ACD6992.5020105@gmail.com> <20091008140207.GD4382@jibsheet.com> <4ACEB81B.6020409@gmail.com> Message-ID: <20091009132715.GH4382@jibsheet.com> On Thu, Oct 08, 2009 at 11:12:11PM -0500, Robert Eden wrote: > On 10/8/2009 9:02 AM, Kevin Falcone wrote: > > On Wed, Oct 07, 2009 at 11:24:50PM -0500, Robert Eden wrote: > > > >> Howdy All. > >> > >> We work with a vendor and store the vendor's ticket # in a custom field. > >> > >> We'd like to be able to add a comment to the RT ticket by "cc"ing RT on > >> vendor email. The subject of the message contains the vendor ticket > >> number, and I'll determine the RT # via a search. > >> > .... > > You may just want to borrow the Nagios scrips on the wiki and On > > Create find the existing ticket you need to merge into and set the CF > > from there. You'll find the Scrip Action interface to be a lot easier > > to do what you need (since the tickets exist and you can set > > properties). > > Thanks for the idea Kevin... I got a modified scrip working. That > solution takes the new ticket and merges it with my main one. It works, > but you have the side-effect of potentially a lot of extra tickets and > also additional "requestors" because they're merged. > > Is there any way to avoid the new ticket with new requestor? I get the > feeling the ticket is already created by the time "on-create" hits, so > that damage is already done. Tickets must exist for Scrips to run on them > One solution is to extract the text and add the comment to the other > ticket and then change the status of the newly created ticket to > "delete". I still get an extra ticket, but at least it doesn't do much > harm. I'm leaning towards that.. I guess it's cleaner than intercepting > it at the mail entry. I'm not sure what this buys you over merging the ticket (which effectively makes the new ticket disappear into the old ticket) but if it helps you manage your Requestors, then go 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 ktm at rice.edu Fri Oct 9 09:33:06 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 9 Oct 2009 08:33:06 -0500 Subject: [rt-users] email filter that sets ticket via subject lookup? In-Reply-To: <20091009132715.GH4382@jibsheet.com> References: <4ACD6992.5020105@gmail.com> <20091008140207.GD4382@jibsheet.com> <4ACEB81B.6020409@gmail.com> <20091009132715.GH4382@jibsheet.com> Message-ID: <20091009133306.GQ23159@it.is.rice.edu> On Fri, Oct 09, 2009 at 09:27:15AM -0400, Kevin Falcone wrote: > On Thu, Oct 08, 2009 at 11:12:11PM -0500, Robert Eden wrote: > > On 10/8/2009 9:02 AM, Kevin Falcone wrote: > > > On Wed, Oct 07, 2009 at 11:24:50PM -0500, Robert Eden wrote: > > > > > >> Howdy All. > > >> > > >> We work with a vendor and store the vendor's ticket # in a custom field. > > >> > > >> We'd like to be able to add a comment to the RT ticket by "cc"ing RT on > > >> vendor email. The subject of the message contains the vendor ticket > > >> number, and I'll determine the RT # via a search. > > >> > > .... > > > You may just want to borrow the Nagios scrips on the wiki and On > > > Create find the existing ticket you need to merge into and set the CF > > > from there. You'll find the Scrip Action interface to be a lot easier > > > to do what you need (since the tickets exist and you can set > > > properties). > > > > Thanks for the idea Kevin... I got a modified scrip working. That > > solution takes the new ticket and merges it with my main one. It works, > > but you have the side-effect of potentially a lot of extra tickets and > > also additional "requestors" because they're merged. > > > > Is there any way to avoid the new ticket with new requestor? I get the > > feeling the ticket is already created by the time "on-create" hits, so > > that damage is already done. > > Tickets must exist for Scrips to run on them > > > One solution is to extract the text and add the comment to the other > > ticket and then change the status of the newly created ticket to > > "delete". I still get an extra ticket, but at least it doesn't do much > > harm. I'm leaning towards that.. I guess it's cleaner than intercepting > > it at the mail entry. > > I'm not sure what this buys you over merging the ticket (which > effectively makes the new ticket disappear into the old ticket) but if > it helps you manage your Requestors, then go for it > > -kevin Has the performance problem with many merged tickets been resolved? If not, this method will perform better instead of taking much time and CPU to pull up a ticket with many, many merges. Regards, Ken From sergiocharpinel at gmail.com Fri Oct 9 10:06:46 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Fri, 9 Oct 2009 11:06:46 -0300 Subject: [rt-users] 2 email for 1 user Message-ID: Hi, Is it possible to set more than one e-mail for an user? Thanks. -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sergiocharpinel at gmail.com Fri Oct 9 10:07:45 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Fri, 9 Oct 2009 11:07:45 -0300 Subject: [rt-users] 302 Error In-Reply-To: References: Message-ID: I was using mod_rewrite to redirect http to https. Just install libssleay and access it via https. Problem solved, thanks 2009/10/5 Sergio Charpinel Jr. > Hi, > > I've installed RT 3.8.5, and when I try to create a user via command line, > I get this error: > rt: Server error: Found (302) > > It does not log anything. > > Thanks in advance. > > -- > Sergio Roberto Charpinel Jr. > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Oct 9 10:54:42 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 9 Oct 2009 10:54:42 -0400 Subject: [rt-users] 2 email for 1 user In-Reply-To: References: Message-ID: > Is it possible to set more than one e-mail for an user? Yes, read the archives! Search the wiki! The MergeUsers extension will let you do this. Similar results may be attainable with a LART. -- Cambridge Energy Alliance: Save money. Save the planet. From jesse at bestpractical.com Fri Oct 9 11:41:15 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Oct 2009 11:41:15 -0400 Subject: [rt-users] Apache Failed while Restarting - Request Tracker In-Reply-To: <6641bef80910082115p63cf09b5gbcd8bc70139d805c@mail.gmail.com> References: <6641bef80910082115p63cf09b5gbcd8bc70139d805c@mail.gmail.com> Message-ID: <20091009154115.GM1635@bestpractical.com> On Fri, Oct 09, 2009 at 09:45:16AM +0530, Arun Balaji wrote: > Hello Experts > > Please help me to proceed further steps in RT. I am a newbie in RT. > > I am using RT3 in RHEL5. here with i am sending my files and log details. > > [Fri Oct 09 15:10:40 2009] [error] Can't locate Extension/QuickDelete.pm in Have you installed RT::Extension::QuickDelete? > @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line > 627.\nCompilation failed in require at (eval 2) line 1.\n > [Fri Oct 09 15:10:40 2009] [error] Can't load Perl file: /opt/rt3/bin/ > webmux.pl for server 192.168.1.2:0, exiting... > > ----------------------------------------------------------------------------------------------------------------- > This is httpd.conf file > > > Options FollowSymLinks ExecCGI > AllowOverride None > > > > ServerName 192.168.1.2 > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache2 Apache::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > RedirectMatch permanent (.*)/$ $1/index.html > SetHandler perl-script > PerlHandler RT::Mason > > > --------------------- > This is /opt/rt3/etc/SiteConfig.pm file > > Set($rtname, 'rt3'); > #Set($Organization, 'example.org'); > #Set($CorrespondAddress , 'support at example.org'); > #Set($CommentAddress , 'support-comment at example.org'); > #Set($Timezone , ?GMT?); # obviously choose what suits you > > # THE DATABASE: > > Set($DatabaseType, 'mysql'); # e.g. Pg or mysql > > # These are the settings we used above when creating the RT database, > # you MUST set these to what you chose in the section above. > > Set($DatabaseUser , 'rt'); > Set($DatabasePassword , 'semansys'); > Set($DatabaseName , 'rt3'); # Ensure this is set to rt3! > > # THE WEBSERVER: > > Set($WebPath , '/opt/rt3/share/html/'); > Set($WebBaseURL , 'http://192.168.1.2'); > > Set(@Plugins,(qw(Extension::QuickDelete RT::FM))) > > --------------------------------------------------------------------------------------- > > Please help me to solve the issue. > > > Regards > Arun Balaji.L > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From smithj4 at bnl.gov Fri Oct 9 11:44:44 2009 From: smithj4 at bnl.gov (Jason A. Smith) Date: Fri, 09 Oct 2009 11:44:44 -0400 Subject: [rt-users] Ticket links missing after upgrade of RT server. Message-ID: <1255103084.23354.11.camel@smith.racf.bnl.gov> 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: Oct 9 11:32:03 rt01 RT: Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://rt-racf.bnl.gov/ticket/14072 (/usr/lib/perl5/vendor_perl/5.8.8/RT/URI.pm:147) I even see in the transaction history the point where the link was made, but the transaction message is also missing some info. On the new RT server this transaction message is displayed: user - Reference by added while on the old RT server, I see the correct info: user - Reference by ticket #14072 added I tried searching for help with this problem, but only found previous cases of people having the same problem after an upgrade, but no response to their queries. I tested making links in the new RT server and that seems to be working just fine. There is just something wrong with the links in old tickets before the DB upgrade. Anyone know what could be wrong? ~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. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3906 bytes Desc: not available URL: From jesse at bestpractical.com Fri Oct 9 11:46:01 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Oct 2009 11:46:01 -0400 Subject: [rt-users] Ticket links missing after upgrade of RT server. In-Reply-To: <1255103084.23354.11.camel@smith.racf.bnl.gov> References: <1255103084.23354.11.camel@smith.racf.bnl.gov> Message-ID: <20091009154601.GO1635@bestpractical.com> 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. From sabujp at gmail.com Fri Oct 9 12:07:25 2009 From: sabujp at gmail.com (Sabuj Pattanayek) Date: Fri, 9 Oct 2009 11:07:25 -0500 Subject: [rt-users] privileged user is intermittently getting an admin page and a selfservice page, also can't get RightsMatrix to work Message-ID: Hi, I've got a strange problem where a user is randomly getting the selfservice version of RT or the administrative version of RT. The user has been given rights. I checked the user's table and there is only 1 entry (row) that corresponds to the user's login.I validated this by running: select id,name,emailaddress from users where name = 'loginName'; I got 1 row returned ..is this correct? What could be causing this behavior. I then tried to see if I could get RightsMatrix to work so I installed it: [root at reef RTx-RightsMatrix-0.03.00]# perl Makefile.PL Using RT configurations from /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/RT.pm: ./html => /usr/local/rt3.8.1/share/html ./lib => /usr/local/rt3.8.1/local/lib Open input '/root/.cpan/build/RTx-RightsMatrix-0.03.00/t/utils.pl' file for substitution Open output '/root/.cpan/build/RTx-RightsMatrix-0.03.00/t/utils.pl' file for substitution Writing Makefile for RTx::RightsMatrix [root at reef RTx-RightsMatrix-0.03.00]# make Manifying blib/man3/RTx::RightsMatrix::Util.3pm Manifying blib/man3/RTx::RightsMatrix::RolePrincipal.3pm Manifying blib/man3/RTx::RightsMatrix.3pm [root at reef RTx-RightsMatrix-0.03.00]# make install Installing /usr/local/rt3.8.1/local/lib/RTx/RightsMatrix.pm Installing /usr/local/rt3.8.1/local/lib/RTx/RightsMatrix/RolePrincipal.pm Installing /usr/local/rt3.8.1/local/lib/RTx/RightsMatrix/Util.pm Installing /usr/share/man/man3/RTx::RightsMatrix.3pm Installing /usr/share/man/man3/RTx::RightsMatrix::RolePrincipal.3pm Installing /usr/share/man/man3/RTx::RightsMatrix::Util.3pm Writing /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/RTx/RightsMatrix/.packlist Appending installation info to /usr/lib/perl5/5.8.8/i386-linux-thread-multi/perllocal.pod Installing /usr/local/rt3.8.1/share/html/Callbacks/RTx-RightsMatrix/User/Elements/Tabs/Default Installing /usr/local/rt3.8.1/share/html/Callbacks/RTx-RightsMatrix/Admin/Elements/ToolTabs/Default Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/TypeRightsMatrix.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/QueueRightsMatrix.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/GroupRightsMatrix.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/QueueCFRightsMatrix.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/index.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/AssetCFRightsMatrix.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/WhereRightComesFrom.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/autohandler Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/AssetRightsMatrix Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/ObjectRightsMatrix Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/IllustrateACE Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/SelectPrincipalForRightsMatrix Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/GroupRightsMatrix Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/UserRightsTabs Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/AssetCFRightsMatrix Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/CustomFieldRightsMatrix Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/RightsMatrixTabs Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/QueueRightsMatrix Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/Elements/QueueCFRightsMatrix Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/User/TypeRightsMatrix.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/User/QueueRightsMatrix.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/User/QueueCFRightsMatrix.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/User/index.html Installing /usr/local/rt3.8.1/share/html/Admin/Tools/RightsMatrix/User/AssetCFRightsMatrix.html [root at reef RTx-RightsMatrix-0.03.00]# /etc/init.d/httpd restart Stopping httpd: [ OK ] Starting httpd: [ OK ] But it's not under Configuration -> Tools like it says it should be in the README. Thanks, Sabuj Pattanayek From acoco at i2c.com Fri Oct 9 14:36:48 2009 From: acoco at i2c.com (Coco, Alex) Date: Fri, 9 Oct 2009 14:36:48 -0400 Subject: [rt-users] Squelching autoreply to specific requestors Message-ID: Hello, I've done my googling, digging through perldocs, the wiki, the list archive, the RT Essentials book but haven't figured out how to do this. I want to send auto-replies to all users when new tickets are created except for a few specific users who have requested NOT to receive such responses. I figured the easiest way to do this was to add a custom action preparation code to the default autoreply on create scrip checking the requestor email like so: return 0 if $self->TicketObj->RequestorAddresses() =~ 'acoco at i2c.com'; return 1; I have tried many other variants, this one C&P nearly verbatim from the Wiki: return 0 if $self->TicketObj->IsWatcher( Type => 'Requestor', Email => 'acoco at i2c.com' ); return 1; Any advice greatly appreciated. -alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Oct 9 15:14:50 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 09 Oct 2009 12:14:50 -0700 Subject: [rt-users] Squelching autoreply to specific requestors In-Reply-To: References: Message-ID: <4ACF8BAA.6060409@lbl.gov> Alex, You could easily create a group containing all the users that SHOULD receive an email and then add that group as a CC Watcher to whatever queue you're talking about and then make sure you have a scrip to "Notify CC's" on create for that queue. Hope this helps. Kenn LBNL On 10/9/2009 11:36 AM, Coco, Alex wrote: > Hello, > > I've done my googling, digging through perldocs, the wiki, the list > archive, the RT Essentials book but haven't figured out how to do > this. I want to send auto-replies to all users when new tickets are > created except for a few specific users who have requested NOT to > receive such responses. I figured the easiest way to do this was to > add a custom action preparation code to the default autoreply on > create scrip checking the requestor email like so: > > return 0 if $self->TicketObj->RequestorAddresses() =~ 'acoco at i2c.com > '; return 1; > > I have tried many other variants, this one C&P nearly verbatim from > the Wiki: > > return 0 if $self->TicketObj->IsWatcher( > Type => 'Requestor', Email => 'acoco at i2c.com ' > ); > return 1; > > Any advice greatly appreciated. > > -alex > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From smithj4 at bnl.gov Fri Oct 9 16:03:09 2009 From: smithj4 at bnl.gov (Jason A. Smith) Date: Fri, 09 Oct 2009 16:03:09 -0400 Subject: [rt-users] Ticket links missing after upgrade of RT server. In-Reply-To: <20091009154601.GO1635@bestpractical.com> References: <1255103084.23354.11.camel@smith.racf.bnl.gov> <20091009154601.GO1635@bestpractical.com> Message-ID: <1255118589.23354.14.camel@smith.racf.bnl.gov> 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. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3906 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Fri Oct 9 16:21:46 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 9 Oct 2009 16:21:46 -0400 Subject: [rt-users] Squelching autoreply to specific requestors In-Reply-To: References: Message-ID: > I've done my googling, digging through perldocs, the wiki, the list archive, > the RT Essentials book but haven't figured out how to do this. ?I want to > send auto-replies to all users when new tickets are created except for a few > specific users who have requested NOT to receive such responses. ?I figured > the easiest way to do this was to add a custom action preparation code to > the default autoreply on create scrip checking the requestor email like so: > return 0 if $self->TicketObj->RequestorAddresses() =~ 'acoco at i2c.com'; See also my recent post, and contribution to the wiki on not copying users outside of the domain after the initial response. You ought to be able to adapt it to suit your needs. -- Cambridge Energy Alliance: Save money. Save the planet. From Inquiry at Easyrider.com Sun Oct 11 19:13:23 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Sun, 11 Oct 2009 16:13:23 -0700 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <4AD26693.2070606@Easyrider.com> I could REALLY use some help here. Please? Seriously. I could really use some help getting httpd.conf set correctly. I've been fighting a losing battle with this for well over a week. I've tried a gazillion combinations based on various threads that I've read and various comments I have received. What I REALLY need is for some kindly soul who REALLY understands this stuff to just tell me what lines I need to change/add/delete. The short of it is that RT is just not usable if I can't get it to quit capturing the root URL. I think I have this is VERY close to working correctly. Just a matter of finding the right httpd.conf combination and finding someone who is willing to share their expertise. I need to run RT out of http://backup.easyrider.com/helpdesk not http://backup.easyrider.com (it's stomping everything else that runs out of /var/www/html!) The following works perfectly except that it runs out of the root (where I don't want it). Shows correct WebLogo. Requires RT_siteconfig.pm: $WebPath = ''"; What I want is to access RT via http//backup.easyrider.com/helpdesk I'm assuming that somewhere on the Planet, someone has RT working like this. I just don't have the luxury of dedicating an entire server to doing nothing but RT. Additionally, people around me are becoming impatient. RT (as set up below) responds no matter what URL is entered including user public_html web pages. I'm guessing example 2 has just one missing or incorrect entry # ----- START example 1 works great but RT runs from root URL -------- ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ # ------ END 1 ------- The following immediately sends the browser to /var/www/html/index.html as soon as you hit the login button: WebLogo does not display on the login screen and the alt text displays best practical which is no longer in RT_siteconfig.pm Requires $WebPath = '/helpdesk'; I mention the logo problem only as a symptom that makes me suspicious that there are problems loading RT_siteconfig.pm # ----- START example 2 works from /helpdesk (sort of) -------- # ----- but immediately sends you to the root when you click login --- # ----- logo in RT_Siteconfig.pm does not display ------ Options FollowSymLinks ExecCGI AllowOverride None ServerName backup.easyrider.com DocumentRoot /var/www/html ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ AddHandler fastcgi-script fcgi AddDefaultCharset UTF-8 SetHandler fastcgi-script SetHandler default # ------ END 2 ------ Various mod attempts to /opt/rt3/etc/RT_SiteConfig.pm # ----- START ----------------------- # Next uncommented to run RT in root Set($WebPath , ""); # Try this for helpdesk (doesn't work) #Set($WebPath , '/opt/rt3/share/html/'); # ditto # Next uncommented to run RT out of helpdesk #Set($WebPath , "/helpdesk"); Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); Set($WebBaseURL , "http://backup.easyrider.com:$WebPort"); #Set($WebBaseURL , "http://localhost:$WebPort"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # Displays my logo (which was renamed bplogo.gif # Displays best practical URL, not the one below Set($LogoURL , $WebImagesURL . "bplogo.gif"); Set($LogoLinkURL, 'http://security.nocdesigns.com'); Set($LogoAltText, "Easyrider LAN Pro"); # WebNoAuthRegex - What portion of RT's URLspace should not require # authentication. Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); #------ END ----------------------- From jmoseley at corp.xanadoo.com Sun Oct 11 20:03:41 2009 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Sun, 11 Oct 2009 19:03:41 -0500 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: <4AD26693.2070606@Easyrider.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> Message-ID: On Sun, Oct 11, 2009 at 6:13 PM, Easyrider Inquiry wrote: > > What I want is to access RT via http//backup.easyrider.com/helpdesk > > > ServerName backup.easyrider.com > AddDefaultCharset UTF-8 > AddHandler fastcgi-script .fcgi > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > Think about it. How does the above configuration tell Apache how to handle a /helpdesk request? You need to change the Alias and ScriptAlias lines to: Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ The RT_SiteConfig.pm should have the following: Set($WebPath , "/helpdesk"); Set($WebBaseURL , "http://backup.easyrider.com "); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); I'd get rid of all the other Set($Web syntax.... The above should allow you to properly run RT at: http://backup.easyrider.com/helpdesk Depending on your exact Apache config (and mod_perl vs. mod_fastcgi), you may need to put a trailing / at the end of the URL in order for things to properly work: http://backup.easyrider.com/helpdesk/ -- James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From Inquiry at Easyrider.com Sun Oct 11 21:14:37 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Sun, 11 Oct 2009 18:14:37 -0700 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> Message-ID: <4AD282FD.4080205@Easyrider.com> James Moseley wrote: > On Sun, Oct 11, 2009 at 6:13 PM, Easyrider Inquiry > > wrote: > > > What I want is to access RT via > http//backup.easyrider.com/helpdesk > > > > ServerName backup.easyrider.com > AddDefaultCharset UTF-8 > AddHandler fastcgi-script .fcgi > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > > Think about it. How does the above configuration tell Apache how to > handle a /helpdesk request? > > You need to change the Alias and ScriptAlias lines to: > > Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images > ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ > > The RT_SiteConfig.pm should have the following: > > Set($WebPath , "/helpdesk"); > Set($WebBaseURL , "http://backup.easyrider.com > "); > Set($WebImagesURL , $WebPath . "/NoAuth/images/"); > > I'd get rid of all the other Set($Web syntax.... > > The above should allow you to properly run RT at: > > http://backup.easyrider.com/helpdesk > > Depending on your exact Apache config (and mod_perl vs. mod_fastcgi), > you may need to put a trailing / at the end of the URL in order for > things to properly work: > > > http://backup.easyrider.com/helpdesk/ > > -- > James Moseley Hello James. Thanks VERY much for responding. Unfortunately, no luck :( Rather than experiment with a million more combinations before replying, I'll just post the current configuration (which I believe are teh settings you advised) and say that I am now getting an internal server error: The server encountered an internal error or misconfiguration and was unable to complete your request. /opt/rt3/etc/RT_SiteConfig.pm: # ---- Latest advice START --------- Set($WebPath , "/helpdesk"); Set($WebBaseURL , "http://backup.easyrider.com"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($LogoURL , $WebImagesURL . "bplogo.gif"); Set($LogoLinkURL, 'http://security.nocdesigns.com'); Set($LogoAltText, "Easyrider LAN Pro"); Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); # ---- Latest advice END ----------- /etc/httpd/conf/httpd.conf: # Latest RT config experiment give internal server error # ----- Latest advice START --------- ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ # ---- Latest advice END ----------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Sun Oct 11 22:05:24 2009 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Sun, 11 Oct 2009 21:05:24 -0500 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: <4AD282FD.4080205@Easyrider.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> <4AD282FD.4080205@Easyrider.com> Message-ID: On Sun, Oct 11, 2009 at 8:14 PM, Easyrider Inquiry wrote: > Hello James. Thanks VERY much for responding. > > Unfortunately, no luck :( > > Rather than experiment with a million more combinations before replying, > I'll just post the current configuration (which I believe are teh settings > you advised) and say that I am now getting an internal server error: The > server encountered an internal error or misconfiguration and was unable to > complete your request. > > /opt/rt3/etc/RT_SiteConfig.pm: > > # ---- Latest advice START --------- > > Set($WebPath , "/helpdesk"); > Set($WebBaseURL , "http://backup.easyrider.com" > ); > Set($WebImagesURL , $WebPath . "/NoAuth/images/"); > > Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > Set($LogoURL , $WebImagesURL . "bplogo.gif"); > Set($LogoLinkURL, 'http://security.nocdesigns.com'); > Set($LogoAltText, "Easyrider LAN Pro"); > Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| > /+REST/\d+\.\d+/NoAuth/)!x ); > In my previous post, I said get rid rid of the other Set($Web* syntax. They are only confusing troubleshooting the issue and probably aren't needed. If you do need specific web port and web regex overrides due to your specific configuration, add them back in later once you've gotten the basic install working. > > # ---- Latest advice END ----------- > > /etc/httpd/conf/httpd.conf: > > # Latest RT config experiment give internal server error > > # ----- Latest advice START --------- > > > ServerName backup.easyrider.com > AddDefaultCharset UTF-8 > AddHandler fastcgi-script .fcgi > Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images > ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ > > And what did the Apache error log state? More than likely, the problematic syntax in RT_SiteConfig.pm caused the error. You also claim everything was working with just the server name. What I don't see in the above Apache config is where you load the FastCgi module, amongst other things. What module are you using, mod_fastcgi? Lastly, mail sent directly to you bounced because your server rejected it. You must have received my reply via the cc to the general list. Please look at the mail server logs to see why it is/was rejecting mail. -- James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From Inquiry at Easyrider.com Sun Oct 11 23:09:44 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Sun, 11 Oct 2009 20:09:44 -0700 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> <4AD282FD.4080205@Easyrider.com> Message-ID: <4AD29DF8.5060704@Easyrider.com> James Moseley wrote: > On Sun, Oct 11, 2009 at 8:14 PM, Easyrider Inquiry > > wrote: > > Hello James. Thanks VERY much for responding. > > Unfortunately, no luck :( > > Rather than experiment with a million more combinations before > replying, I'll just post the current configuration (which I > believe are teh settings you advised) and say that I am now > getting an internal server error: The server encountered an > internal error or misconfiguration and was unable to complete your > request. > > /opt/rt3/etc/RT_SiteConfig.pm: > > # ---- Latest advice START --------- > > Set($WebPath , "/helpdesk"); > Set($WebBaseURL , "http://backup.easyrider.com" > ); > Set($WebImagesURL , $WebPath . "/NoAuth/images/"); > > Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > Set($LogoURL , $WebImagesURL . "bplogo.gif"); > Set($LogoLinkURL, 'http://security.nocdesigns.com'); > Set($LogoAltText, "Easyrider LAN Pro"); > Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| > /+REST/\d+\.\d+/NoAuth/)!x ); > > > In my previous post, I said get rid rid of the other Set($Web* > syntax. They are only confusing troubleshooting the issue and > probably aren't needed. If you do need specific web port and web > regex overrides due to your specific configuration, add them back in > later once you've gotten the basic install working. > > > > # ---- Latest advice END ----------- > > /etc/httpd/conf/httpd.conf: > > # Latest RT config experiment give internal server error > > # ----- Latest advice START --------- > > > ServerName backup.easyrider.com > AddDefaultCharset UTF-8 > AddHandler fastcgi-script .fcgi > Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images > ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ > > > > And what did the Apache error log state? More than likely, the > problematic syntax in RT_SiteConfig.pm caused the error. You also > claim everything was working with just the server name. What I don't > see in the above Apache config is where you load the FastCgi module, > amongst other things. What module are you using, mod_fastcgi? > > Lastly, mail sent directly to you bounced because your server rejected > it. You must have received my reply via the cc to the general list. > Please look at the mail server logs to see why it is/was rejecting mail. > > -- > James Moseley > Thanks for getting back to me James. Previously, when someone gave me some advice I would spend a great many hours troubleshooting further when their suggestions didn't pan out. To be honest, my failure to get RT running has been very humbling so if I follow someone's instructions and they don't solve the problem (or make things worse) I just respond with the results and hope for more guidance. I cannot fix this problem on my own. I feel extremely stupid because of this. I'm an idiot. I cannot do this without some help. 'Nuff said? I removed all of the other Web stuff as you instructed. No difference. Error log follows. I don't know how to answer your mod_fastcgi question except to say that I followed the installation instructions religiously, that I have no clue what fastcgi is and that below I have included two examples... the first, which is based on your suggestions, which does not work. The second, following the installation procedure instructions, which does work but as I said, using the root URL. As you can see, the configurations are nearly identical. Imagine my frustration, if you can, that I have spent around ten days [unsuccessfully] troubleshooting a problem that I isolated to two or three lines of code a week ago. I have nearly 45 years of computer systems engineering experience and at one time I actually was smart. Mail from SKYNETWEBBLACKHOLES is blacklisted on our mail server due to them hosting spammer sites I presume. I added both of your e-mail addresses to my whitelist. It's probably best to keep this thread intact on the forum though. The first thing I did, before asking anyone for help, was to search the database for similar threads and found nothing helpful. Hopefully, if/when this gets solved, I will put a clean configuration update for those who follow to use as a model. RT is most likely [temporarily] accessible from the Internet. If so, you can see that http://backup.easyrider.com brings up RT nicely. All attempts to run RT from http://backup.easyrider.com/helpdesk have so far failed. [root at security webalizer-2.21-02]# tail /var/log/httpd/error_log [Sun Oct 11 19:21:32 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 18020) terminated by calling exit with status '9' [Sun Oct 11 19:21:32 2009] [notice] Apache/2.0.53 (Fedora) configured -- resuming normal operations [Sun Oct 11 19:21:33 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 18029) Couldn't load RT config file RT_SiteConfig.pm: Quantifier follows nothing in regex; marked by <-- HERE in m/+ <-- HERE REST/ at /opt/rt3/etc/RT_SiteConfig.pm line 393. Compilation failed in require at /opt/rt3/bin/../lib/RT/Config.pm line 516. BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 102. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 55. [Sun Oct 11 19:21:33 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 18029) terminated by calling exit with status '9' [root at security webalizer-2.21-02]# /opt/rt3/etc/RT_SiteConfig.pm: # ---- Latest advice START --------- # Gives internal server error message Set($WebPath , "/helpdesk"); Set($WebBaseURL , "http://backup.easyrider.com"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); #Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); #Set($WebURL , $WebBaseURL . $WebPath . "/"); #Set($LogoURL , $WebImagesURL . "bplogo.gif"); #Set($LogoLinkURL, 'http://security.nocdesigns.com'); #Set($LogoAltText, "Easyrider LAN Pro"); #Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); # ---- Latest advice END ----------- /etc/httpd/conf/httpd.conf: # ----- START --------- NameVirtualHost *:80 ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ # ---- END ----------- --------------------------------------------------------------------------------- This works but as http://backup.easyrider.com # ----- START ----------------------- Set($WebPath , ""); Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); Set($WebBaseURL , "http://backup.easyrider.com:$WebPort"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); Set($LogoURL , $WebImagesURL . "bplogo.gif"); Set($LogoLinkURL, 'http://security.nocdesigns.com'); Set($LogoAltText, "Easyrider LAN Pro"); Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); #------ END ----------------------- # ----- START -------- NameVirtualHost *:80 ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ # ------ END ------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Sun Oct 11 23:35:36 2009 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Sun, 11 Oct 2009 22:35:36 -0500 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: <4AD29DF8.5060704@Easyrider.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> <4AD282FD.4080205@Easyrider.com> <4AD29DF8.5060704@Easyrider.com> Message-ID: On Sun, Oct 11, 2009 at 10:09 PM, Easyrider Inquiry wrote: > > Quantifier follows nothing in regex; marked by <-- HERE in m/+ <-- HERE > REST/ at /opt/rt3/etc/RT_SiteConfig.pm line 393. > The above line in the error log tells you exactly where and what the problem is. The problem is with a regex expression on line 393. Sure enough, look at this below: > [root at security webalizer-2.21-02]# > > /opt/rt3/etc/RT_SiteConfig.pm: > > #Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| > /+REST/\d+\.\d+/NoAuth/)!x ); > > The problem is that the second line above (the one with REST in it) was supposed to be part of the line above it, but more than likely when you pasted it in, your text editor didn't wrap the line and instead put in a line break. You need to comment out that second line as well - that's what is causing the error. As far as your Apache configuration, you have RT setup to use mod_fastcgi. In those instructions, you must also have the following somewhere in your config: FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 These are outside the virtual host stanza and since you claim RT works for you at the root level, your Apache configuration obviously has those necessary lines and is otherwise setup correctly. All you need now to get http://backup.easyrider.com/helpdesk/ working is to use the following Alias and ScriptAlias lines: Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ -- James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From Inquiry at Easyrider.com Mon Oct 12 00:25:48 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Sun, 11 Oct 2009 21:25:48 -0700 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> <4AD282FD.4080205@Easyrider.com> <4AD29DF8.5060704@Easyrider.com> Message-ID: <4AD2AFCC.1060506@Easyrider.com> James Moseley wrote: > On Sun, Oct 11, 2009 at 10:09 PM, Easyrider Inquiry > > wrote: > > > Quantifier follows nothing in regex; marked by <-- HERE in m/+ <-- > HERE REST/ at /opt/rt3/etc/RT_SiteConfig.pm line 393. > > > The above line in the error log tells you exactly where and what the > problem is. The problem is with a regex expression on line 393. > > Sure enough, look at this below: > > > [root at security webalizer-2.21-02]# > > /opt/rt3/etc/RT_SiteConfig.pm: > > #Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| > /+REST/\d+\.\d+/NoAuth/)!x ); > > The problem is that the second line above (the one with REST in it) > was supposed to be part of the line above it, but more than likely > when you pasted it in, your text editor didn't wrap the line and > instead put in a line break. You need to comment out that second line > as well - that's what is causing the error. > > As far as your Apache configuration, you have RT setup to use > mod_fastcgi. In those instructions, you must also have the following > somewhere in your config: > > FastCgiIpcDir /tmp > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > These are outside the virtual host stanza and since you claim RT works > for you at the root level, your Apache configuration obviously has > those necessary lines and is otherwise setup correctly. All you need > now to get http://backup.easyrider.com/helpdesk/ working is to use the > following Alias and ScriptAlias lines: > > Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images > ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ > > -- > James Moseley Thanks James and you are correct. After editing these same two files for many hundreds of times I am getting sloppy/tired. I missed the pipe symbol that caused the following incomplete line to be read in. I am now at essentially the same problem I had a week ago where someone was able to help me get /helpdesk to bring up the login page but as soon as you hit "login" the browser goes directly to the site web page at /var/www/html. I believe you can verify this from the Internet as well. I did a grep for FastCgiIpcDir /tmp and FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 in httpd.conf and found nothing but as you say, it seems likely that they are there somewhere since the root URL RT works just fine. The difference between the configuration that works and the configuration that almost works is literally less than a half dozen lines of code. I did spend several days trying various combinations of entries in the examples listed in http://wiki.bestpractical.com/view/FedoraCore4InstallGuide to get around my current problem. Each change either had no effect or made things worse. The fellow who was helping me last week eventually gave up which is probably what I would do too if quitting was an option. This shouldn't matter, but I'm running a RHEL4 server and Apache 2.0.53. Nothing interesting in httpd error_log You can see the failure when a POST /index.html is issued and a get to the _graphics directory in /var/www/html http access_log: 192.168.1.1 - - [11/Oct/2009:21:18:58 -0700] "GET /helpdesk/NoAuth/js/scriptaculous/effect s.js HTTP/1.1" 200 38745 "http://backup.easyrider.com/helpdesk" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.1.3) Gecko/20090824 Firefox/3.5.3 (.NET CLR 3.5.30729)" 192.168.1.1 - - [11/Oct/2009:21:18:58 -0700] "GET /helpdesk/NoAuth/js/scriptaculous/contro ls.js HTTP/1.1" 200 35048 "http://backup.easyrider.com/helpdesk" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.1.3) Gecko/20090824 Firefox/3.5.3 (.NET CLR 3.5.30729)" 192.168.1.1 - - [11/Oct/2009:21:19:00 -0700] "POST /index.html HTTP/1.1" 200 19739 "http:/ /backup.easyrider.com/helpdesk" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.1. 3) Gecko/20090824 Firefox/3.5.3 (.NET CLR 3.5.30729)" 192.168.1.1 - - [11/Oct/2009:21:19:01 -0700] "GET /_graphics/sky.jpg HTTP/1.1" 200 3862 "h ttp://backup.easyrider.com/index.html" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv :1.9.1.3) Gecko/20090824 Firefox/3.5.3 (.NET CLR 3.5.30729)" # ---- Latest advice START --------- Set($WebPath , "/helpdesk"); Set($WebBaseURL , "http://backup.easyrider.com"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # ---- Latest advice END ----------- # ----- START --------- NameVirtualHost *:80 ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ # ---- END ----------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Mon Oct 12 00:34:55 2009 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Sun, 11 Oct 2009 23:34:55 -0500 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: <4AD2AFCC.1060506@Easyrider.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> <4AD282FD.4080205@Easyrider.com> <4AD29DF8.5060704@Easyrider.com> <4AD2AFCC.1060506@Easyrider.com> Message-ID: On Sun, Oct 11, 2009 at 11:25 PM, Easyrider Inquiry wrote: > > I am now at essentially the same problem I had a week ago where someone was > able to help me get /helpdesk to bring up the login page but as soon as you > hit "login" the browser goes directly to the site web page at > /var/www/html. I believe you can verify this from the Internet as well. > Remember in a previous email I told you about that trailing /? Try: http://backup.easyrider.com/helpdesk/ and see if that works... It does for me... > > I did a grep for FastCgiIpcDir /tmp and FastCgiServer > /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 in httpd.conf and found > nothing but as you say, it seems likely that they are there somewhere since > the root URL RT works just fine. The difference between the configuration > that works and the configuration that almost works is literally less than a > half dozen lines of code. > > I did spend several days trying various combinations of entries in the > examples listed in > http://wiki.bestpractical.com/view/FedoraCore4InstallGuide to get around > my current problem. Each change either had no effect or made things worse. > The fellow who was helping me last week eventually gave up which is probably > what I would do too if quitting was an option. > Well, if you claim everything works the other way around, you must have those lines someplace... Look in the config files in /etc/httpd/conf.d/* -- James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From Inquiry at Easyrider.com Mon Oct 12 01:09:37 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Sun, 11 Oct 2009 22:09:37 -0700 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> <4AD282FD.4080205@Easyrider.com> <4AD29DF8.5060704@Easyrider.com> <4AD2AFCC.1060506@Easyrider.com> Message-ID: <4AD2BA11.8010504@Easyrider.com> James Moseley wrote: > > I am now at essentially the same problem I had a week ago where > someone was able to help me get /helpdesk to bring up the login > page but as soon as you hit "login" the browser goes directly to > the site web page at /var/www/html. I believe you can verify this > from the Internet as well. > > > Remember in a previous email I told you about that trailing /? > > Try: http://backup.easyrider.com/helpdesk/ > > and see if that works... It does for me... > > > I did a grep for FastCgiIpcDir /tmp and FastCgiServer > /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 in httpd.conf > and found nothing but as you say, it seems likely that they are > there somewhere since the root URL RT works just fine. The > difference between the configuration that works and the > configuration that almost works is literally less than a half > dozen lines of code. > > I did spend several days trying various combinations of entries in > the examples listed in > http://wiki.bestpractical.com/view/FedoraCore4InstallGuide to get > around my current problem. Each change either had no effect or > made things worse. The fellow who was helping me last week > eventually gave up which is probably what I would do too if > quitting was an option. > > > Well, if you claim everything works the other way around, you must > have those lines someplace... Look in the config files in > /etc/httpd/conf.d/* > > > -- > James Moseley Oh Brother! I've sacrificed a week out of what's left of my life over a trailing slash!?!?!? Holy cow. This is why I am not a programmer.... I REALLY appreciate your patience and your willingness to stick with this to a final solution. VERY much appreciated! Now I need to do a good deed for someone to keep the chain going. So just for fun, what do I need to do to get /helpdesk to work without the trailing slash when someone complains about it and I've long since forgotten about last week's pain? Also, a tiny thing that I wouldn't even care about except that it's one of those things I'd rather fix while I am in there and everything is fresh in my mind. There's still things in RT_siteconfig.pm that aren't being honored, such as LogoLinkURL. If it's an easy fix I'd prefer to do it since I'm guessing there's still something in that pm file that isn't quite right. My previous experience with RT is that it is bullet-proof once you get it up and running. Once I get these few tiny things resolved I don't expect to have to mess around with it again for a very long time. Just for those who come along with the same problem and read this thread: [root at security webalizer-2.21-02]# grep -i fastcgi /etc/httpd/conf.d/* /etc/httpd/conf.d/FastCGI.conf:LoadModule fastcgi_module modules/mod_fastcgi.so /etc/httpd/conf.d/FastCGI.conf: FastCgiIpcDir /tmp /etc/httpd/conf.d/FastCGI.conf: FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 8 /etc/httpd/conf.d/FastCGI.conf: FastCgiConfig -restart [root at security webalizer-2.21-02]# This is a configuration that works for http://backup.easyrider.com/helpdesk/ # ----- START --------- NameVirtualHost *:80 ServerName backup.easyrider.com ServerAdmin nospam_2009 at Easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /helpdesk/NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ # ---- END ----------- # ---- START --------- Set($WebPath , "/helpdesk"); Set($WebBaseURL , "http://backup.easyrider.com"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # ---- END ----------- # Things further down the file that may/may not be working correctly Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($LogoURL , $WebImagesURL . "bplogo.gif"); # The following directives are not being honored Set($LogoLinkURL, 'http://security.nocdesigns.com'); # Still displays bestpractical Set($LogoAltText, "Easyrider LAN Pro"); Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Mon Oct 12 01:19:36 2009 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Mon, 12 Oct 2009 00:19:36 -0500 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: <4AD2BA11.8010504@Easyrider.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> <4AD282FD.4080205@Easyrider.com> <4AD29DF8.5060704@Easyrider.com> <4AD2AFCC.1060506@Easyrider.com> <4AD2BA11.8010504@Easyrider.com> Message-ID: On Mon, Oct 12, 2009 at 12:09 AM, Easyrider Inquiry wrote: > Oh Brother! I've sacrificed a week out of what's left of my life over a > trailing slash!?!?!? Holy cow. This is why I am not a programmer.... > > I REALLY appreciate your patience and your willingness to stick with this > to a final solution. VERY much appreciated! Now I need to do a good deed > for someone to keep the chain going. > > So just for fun, what do I need to do to get /helpdesk to work without the > trailing slash when someone complains about it and I've long since forgotten > about last week's pain? > > Also, a tiny thing that I wouldn't even care about except that it's one of > those things I'd rather fix while I am in there and everything is fresh in > my mind. There's still things in RT_siteconfig.pm that aren't being > honored, such as LogoLinkURL. If it's an easy fix I'd prefer to do it since > I'm guessing there's still something in that pm file that isn't quite > right. My previous experience with RT is that it is bullet-proof once you > get it up and running. Once I get these few tiny things resolved I don't > expect to have to mess around with it again for a very long time. > > That trailing slash has nothing to do with RT and is an Apache/FastCGI deal. I've never bothered with figuring out why it works that way. You might be able to fix that with a redirect or editing the Script/ScriptAlias lines. Google it. -- James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Mon Oct 12 01:43:15 2009 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Mon, 12 Oct 2009 00:43:15 -0500 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD282FD.4080205@Easyrider.com> <4AD29DF8.5060704@Easyrider.com> <4AD2AFCC.1060506@Easyrider.com> <4AD2BA11.8010504@Easyrider.com> Message-ID: On Mon, Oct 12, 2009 at 12:19 AM, James Moseley wrote: > > That trailing slash has nothing to do with RT and is an Apache/FastCGI > deal. I've never bothered with figuring out why it works that way. > > You might be able to fix that with a redirect or editing the > Script/ScriptAlias lines. Google it. > Doing a little research, the trailing slash is required due to how Apache rewrites URL's. There are ways to manipulate that behavior. Mod_dir is one such method... -- James Moseley -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmeden at gmail.com Mon Oct 12 01:54:00 2009 From: rmeden at gmail.com (Robert Eden) Date: Mon, 12 Oct 2009 00:54:00 -0500 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD26693.2070606@Easyrider.com> <4AD282FD.4080205@Easyrider.com> <4AD29DF8.5060704@Easyrider.com> <4AD2AFCC.1060506@Easyrider.com> <4AD2BA11.8010504@Easyrider.com> Message-ID: <4AD2C478.4080902@gmail.com> On 10/12/2009 12:19 AM, James Moseley wrote: > > So just for fun, what do I need to do to get /helpdesk to work > without the trailing slash when someone complains about it and > I've long since forgotten about last week's pain? > The quick, dirty, and lame solution is to simply put a helpdesk.html with a redirect. (not tested, but I use a similar method in other cases where I wanted a quick/lame solution) Robert -------------- next part -------------- An HTML attachment was scrubbed... URL: From Inquiry at Easyrider.com Mon Oct 12 02:01:54 2009 From: Inquiry at Easyrider.com (Easyrider Inquiry) Date: Sun, 11 Oct 2009 23:01:54 -0700 Subject: [rt-users] httpd.conf configuration problem In-Reply-To: References: <39A20BAEB14A6344A0646DD5C8F98D4B06979D6D49@RCLTEXCMS02.resource.hearstcorp.com> <4AD282FD.4080205@Easyrider.com> <4AD29DF8.5060704@Easyrider.com> <4AD2AFCC.1060506@Easyrider.com> <4AD2BA11.8010504@Easyrider.com> Message-ID: <4AD2C652.6000808@Easyrider.com> James Moseley wrote: > On Mon, Oct 12, 2009 at 12:19 AM, James Moseley > > wrote: > > > That trailing slash has nothing to do with RT and is an > Apache/FastCGI deal. I've never bothered with figuring out why it > works that way. > > You might be able to fix that with a redirect or editing the > Script/ScriptAlias lines. Google it. > > > Doing a little research, the trailing slash is required due to how > Apache rewrites URL's. There are ways to manipulate that behavior. > Mod_dir is one such method... > > -- > James Moseley > OK, thanks for the follow-up James. Sounds like it's more work than it's worth. You used to be able to just set an Alias in httpd.conf for /rt and /rt/ and everything worked great. But of course that was many revs back on RT. I ran 3.0.1 for many, many years with zero problems until the server finally dropped dead of old age. Hey, this is mostly working just swell so I think I'll quit while I'm finally ahead. Many thanks again for all your help! -------------- next part -------------- An HTML attachment was scrubbed... URL: From bh at greentube.com Mon Oct 12 04:00:09 2009 From: bh at greentube.com (Bernhard) Date: Mon, 12 Oct 2009 10:00:09 +0200 Subject: [rt-users] occasionally missing metadata In-Reply-To: <20091007162610.GM1635@bestpractical.com> References: <20091005134149.GG20667@mar-adentro> Message-ID: <4AD2E209.5000404@greentube.com> Hello again, back to this issue - it happened again. Please give me directions on how to give you enough information to analyse the problem... Cut short: mails do arrive in the tracker, but are not displayed - no error message (at least not where i could find it), all I see in the tracker are ID, queue, sender address - other fields are simply empty or not shown - no content, no header... Here's my approach to analyse the problem: 1. Got the ticket number -> look it up in table Tickets, all data is there 2. Take Creator ID from Tickets table and look it up in the Transactions table -> found a couple of RT::Group entries, but look for RT::Ticket entry with the same date to identify the Attachments -> found one "Create" record where ObjectId equals the Ticket ID 3. Take the Transaction ID and look it up in the Attachments table 4. found 3 entries, * one with the Ticket Subject and Parent 0 -> ContentType = multipart/alternative, ContentEncoding NULL, Content NULL, Headers okay * one with the previous one as ParentID -> "text/plain", ContentEncoding "none", Content: BLOB -> the body of the message!, Headers okay * one another with the first one as Parent ID -> "text/html", ContentEncoding "none", Content: BLOB -> again, the message, this time in valid HTML, Headers seem okay as well So - it seems the text/plain and text/html part are correctly in the DB. I have compared the results with a ticket that is shown without problem, can't find any difference except that the Headers in the erroneous mail start with "X-Originalarrivaltime" instead of the MIME-Version. Thank you for taking the time.... Bernhard Am 07.10.2009 18:26, Jesse Vincent schrieb: > > On Wed, Oct 07, 2009 at 04:12:26PM +0200, Bernhard wrote: > >> Hi Jesse, >> >> thank you for responding - after playing around a bit I found the following: >> For the one ticket with attachment, I find only the filename and the >> file itself in the attachments table, all other information is empty. >> For the other ticket I find nothing at all in the attachments table - >> but that could also be because I have no idea how to get to the >> corresponding Attachments ID from the ticket number... >> >> Unless you can point me somewhere, I will just check if it happens again... >> >> > > Absent something showing up in the logs as it happens, I'm at a bit of a > loss. > > -jesse > -- Bernhard Hansbauer System Administrator bernhard.hansbauer at greentube.com ------------------------- Greentube I.E.S. AG Mariahilfer Stra?e 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com ------------------------- ------------------------------------ Internet Email Confidentiality Footer ------------------------------------ Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Mon Oct 12 04:49:36 2009 From: howie at thingy.com (Howard Jones) Date: Mon, 12 Oct 2009 09:49:36 +0100 Subject: [rt-users] Squelching autoreply to specific requestors In-Reply-To: References: Message-ID: <4AD2EDA0.5080500@thingy.com> On 09/10/2009 19:36, Coco, Alex wrote: > Hello, > > I've done my googling, digging through perldocs, the wiki, the list > archive, the RT Essentials book but haven't figured out how to do > this. I want to send auto-replies to all users when new tickets are > created except for a few specific users who have requested NOT to > receive such responses. I figured the easiest way to do this was to > add a custom action preparation code to the default autoreply on > create scrip checking the requestor email like so: I have a global scrip to do this: Condition: User Defined Action: Autoreply to Requestors Template: Autoreply State: TransactionCreate and the condition is: my @exceptionList = ( 'support at netapp.com' ); my $transactionType = $self->TransactionObj->Type; my $ticketRequestor = lc($self->TicketObj->RequestorAddresses); if ($transactionType eq 'Create') { for (@exceptionList) { return if ($ticketRequestor eq lc("$_")); } # wildcard matches return if ($ticketRequestor =~ m/^mailer\-daemon\@/i); return if ($ticketRequestor =~ m/^postmaster\@/i); return if ($ticketRequestor =~ m/^noreply\@/i); return if ($ticketRequestor =~ m/\@sendyourfeedback\.com/i); return 1; } return; From varun.vyas at elitecore.com Mon Oct 12 07:28:18 2009 From: varun.vyas at elitecore.com (Varun) Date: Mon, 12 Oct 2009 16:58:18 +0530 Subject: [rt-users] Regarding FastCGI Permission Problem on Apache 2.2 Message-ID: <001b01ca4b2f$19368530$4f07a8c0@elitecore.com> Hello All Today I have upgraded to apache 2.2.14 which previously was 2.0.53 and was working fine but after upgrading to apache and again installing Fastcgi snap. I am not been able to start my RT application and when I have looked at logs I get the following error .. [Mon Oct 12 22:00:49 2009] [warn] Init: Session Cache is not configured [hint: SSLSessionCache] [Mon Oct 12 22:00:49 2009] [notice] Digest: generating secret for digest authentication ... [Mon Oct 12 22:00:49 2009] [notice] Digest: done [Mon Oct 12 22:00:49 2009] [notice] FastCGI: process manager initialized (pid 25314) [Mon Oct 12 22:00:49 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 25315) [Mon Oct 12 22:00:49 2009] [notice] Apache/2.2.14 (Unix) mod_ssl/2.2.14 OpenSSL/0.9.8b DAV/2 mod_fastcgi/mod_fastcgi-SNAP-0811090952 configured -- resuming normal operations Can't read and write /opt/rt3/var/session_data at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 116. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 52. [Mon Oct 12 22:00:50 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 25315) terminated by calling exit with status '255' [Mon Oct 12 22:00:50 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 25321) Can't read and write /opt/rt3/var/session_data at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 116. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 52. [Mon Oct 12 22:00:50 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 25321) terminated by calling exit with status '255' [Mon Oct 12 22:00:51 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 25322) Can't read and write /opt/rt3/var/session_data at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 116. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 52. [Mon Oct 12 22:00:52 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 25322) terminated by calling exit with status '255' [Mon Oct 12 22:00:52 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 25323) Can't read and write /opt/rt3/var/session_data at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 116. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 52. [Mon Oct 12 22:00:53 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 25323) terminated by calling exit with status '255' [Mon Oct 12 22:00:53 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:00:53 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:00:53 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:00:53 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:00:53 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:00:54 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:00:54 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:00:54 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:00:54 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:00:54 2009] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Oct 12 22:02:14 2009] [error] [client 192.168.7.79] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi [Mon Oct 12 22:02:14 2009] [error] [client 192.168.7.79] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi [Mon Oct 12 22:02:28 2009] [error] [client 192.168.7.79] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi [Mon Oct 12 22:02:28 2009] [error] [client 192.168.7.79] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi [Mon Oct 12 22:02:31 2009] [error] [client 192.168.7.79] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi [Mon Oct 12 22:02:31 2009] [error] [client 192.168.7.79] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi [Mon Oct 12 22:02:34 2009] [error] [client 192.168.7.79] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi [Mon Oct 12 22:02:35 2009] [error] [client 192.168.7.79] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi Please anybody know what is the problem and where I am doing wrong. Any help is highly appreciable. Thanks & Regards Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Mon Oct 12 08:31:02 2009 From: howie at thingy.com (Howard Jones) Date: Mon, 12 Oct 2009 13:31:02 +0100 Subject: [rt-users] RT::DependenciesLimit>4000? Message-ID: <4AD32186.5010706@thingy.com> Hi, I'm doing a tidy-up of our RT 3.6 database prior to an upgrade to 3.8, and part of that is clearing out all the old dead users. I have a regular job that uses RTx-Shredder to clean out deleted tickets, but until recently I hadn't thought about users. As a result, I had about 200000 users in a system where I know there are only about 1000 real users, absolute max. The rest will all be one-off addresses from spams which have since been deleted. I've been using: ./rtx-shredder --force --plugin "Users=status,enabled;no_tickets,true;limit,1000;replace_relations,rtsystem" to shred users which are no longer associated with any tickets. After a couple of weeks, I'm down to 50000 users, but I've hit this error: ERROR: Dependecies list have reached its limit. See $RT::DependenciesLimit in RTx::Shredder docs. I've increased RT::DependenciesLimit to 4000 (in a few steps), and I still hit this error. I'm getting wary of increasing it too much more without knowing what is actually going on in the database. Is there any way to find out which user is causing this problem? We have had a few mail loops in the past which *might* have caused this many tickets to have been associated with one user who is now dead, but I'd like to be sure! So is there a SQL query that will give this information? I guess it's somewhere is CachedGroupMembers or Principals, but I don't understand how it all fits together. Thanks in advance for any pointers... Howie From eroode at barrack.com Mon Oct 12 14:28:07 2009 From: eroode at barrack.com (Roode, Eric) Date: Mon, 12 Oct 2009 14:28:07 -0400 Subject: [rt-users] Can't see queue in "Quick Search" list Message-ID: <26412C18F3707C4DBBE365577A2241800579AAFD@MX1.barrack.com> I am trying to create a "personal to-do list" queue, as on page 113 of the O'Reilly harrier book. I have created a queue, and granted "See Queue" to the Everyone group. Now ordinary users can see the queue in the "New Ticket In" drop-down box at the top-right corner of the home pae, but they cannot see the queue in the "Quick Search" table on the home page. What privilege am I missing? The "Privileged" system group has been granted "Create Ticket" and "OwnTicket" on the queue; the "Everyone" system group has been granted "See queue", and the "Requestor" role has been granted CommentOnTicket, DeleteTicket, ModifyTicket, ReplyToTicket, ShowOutgoingEmail, ShowTicket, ShowTicketComments, and TakeTicket. Thanks, Eric J. Roode Senior Enterprise Developer Barrack, Rodos & Bacine (215) 963-0600 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Oct 12 15:08:16 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 Oct 2009 15:08:16 -0400 Subject: [rt-users] occasionally missing metadata In-Reply-To: <4AD2E209.5000404@greentube.com> References: <20091007162610.GM1635@bestpractical.com> <4AD2E209.5000404@greentube.com> Message-ID: <20091012190816.GV1635@bestpractical.com> On Mon, Oct 12, 2009 at 10:00:09AM +0200, Bernhard wrote: > Hello again, > > back to this issue - it happened again. > Please give me directions on how to give you enough information to > analyse the problem... > Cut short: mails do arrive in the tracker, but are not displayed - no > error message (at least not where i could find it), > all I see in the tracker are ID, queue, sender address - other fields > are simply empty or not shown - no content, no header... > > Here's my approach to analyse the problem: > 1. Got the ticket number -> look it up in table Tickets, all data is there > > 2. Take Creator ID from Tickets table and look it up in the Transactions > table -> found a couple of RT::Group entries, but look for RT::Ticket > entry with the same date to identify the Attachments -> found one > "Create" record where ObjectId equals the Ticket ID > > 3. Take the Transaction ID and look it up in the Attachments table > > 4. found 3 entries, > * one with the Ticket Subject and Parent 0 -> ContentType = > multipart/alternative, ContentEncoding NULL, Content NULL, Headers okay > * one with the previous one as ParentID -> "text/plain", > ContentEncoding "none", Content: BLOB -> the body of the message!, > Headers okay > * one another with the first one as Parent ID -> "text/html", > ContentEncoding "none", Content: BLOB -> again, the message, this time > in valid HTML, Headers seem okay as well > > So - it seems the text/plain and text/html part are correctly in the DB. Ok. so it's a display issue with multipart/alternative messages showing neither part in the UI? Can you post a screenshot? > > I have compared the results with a ticket that is shown without problem, > can't find any difference except that the Headers in the erroneous mail > start with "X-Originalarrivaltime" instead of the MIME-Version. that shouldn't matter. From kfcrocker at lbl.gov Mon Oct 12 15:18:29 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 12 Oct 2009 12:18:29 -0700 Subject: [rt-users] Can't see queue in "Quick Search" list In-Reply-To: <26412C18F3707C4DBBE365577A2241800579AAFD@MX1.barrack.com> References: <26412C18F3707C4DBBE365577A2241800579AAFD@MX1.barrack.com> Message-ID: <4AD38105.7050905@lbl.gov> Eric, Have you "selected" that particular queue within the edit for that search? Kenn LBNL On 10/12/2009 11:28 AM, Roode, Eric wrote: > I am trying to create a "personal to-do list" queue, as on page 113 of > the O'Reilly harrier book. > > I have created a queue, and granted "See Queue" to the Everyone > group. Now ordinary users can see the queue in the "New Ticket In" > drop-down box at the top-right corner of the home pae, but they cannot > see the queue in the "Quick Search" table on the home page. > > What privilege am I missing? > > The "Privileged" system group has been granted "Create Ticket" and > "OwnTicket" on the queue; the "Everyone" system group has been granted > "See queue", and the "Requestor" role has been granted > CommentOnTicket, DeleteTicket, ModifyTicket, ReplyToTicket, > ShowOutgoingEmail, ShowTicket, ShowTicketComments, and TakeTicket. > > Thanks, > > Eric J. Roode > Senior Enterprise Developer > Barrack, Rodos & Bacine > (215) 963?0600 > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 eroode at barrack.com Mon Oct 12 15:31:25 2009 From: eroode at barrack.com (Roode, Eric) Date: Mon, 12 Oct 2009 15:31:25 -0400 Subject: [rt-users] Can't see queue in "Quick Search" list In-Reply-To: <4AD38105.7050905@lbl.gov> References: <26412C18F3707C4DBBE365577A2241800579AAFD@MX1.barrack.com> <4AD38105.7050905@lbl.gov> Message-ID: <26412C18F3707C4DBBE365577A2241800579AB24@MX1.barrack.com> On Monday, October 12, 2009, Ken Crocker wrote: > Eric, > > Have you "selected" that particular queue within the edit for that search? > Logged in as root, when I click on the "Edit" tab for "Quick Search", every queue is checked, including "Personal To-do". Logged in as an ordinary user, when I click on the "Edit" tab for "Quick Search", every queue is checked -- but not all queues show up; "Personal To-do" is not there. -- Eric From jpierce at cambridgeenergyalliance.org Mon Oct 12 16:22:11 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 12 Oct 2009 16:22:11 -0400 Subject: [rt-users] Can't see queue in "Quick Search" list In-Reply-To: <26412C18F3707C4DBBE365577A2241800579AAFD@MX1.barrack.com> References: <26412C18F3707C4DBBE365577A2241800579AAFD@MX1.barrack.com> Message-ID: > What privilege am I missing? The fact that they're not supposed to be able to see the queue. For privacy concerns, users should not be able to see the tickets in a TODO queue. -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Mon Oct 12 16:27:00 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 12 Oct 2009 13:27:00 -0700 Subject: [rt-users] Can't see queue in "Quick Search" list In-Reply-To: <26412C18F3707C4DBBE365577A2241800579AB24@MX1.barrack.com> References: <26412C18F3707C4DBBE365577A2241800579AAFD@MX1.barrack.com> <4AD38105.7050905@lbl.gov> <26412C18F3707C4DBBE365577A2241800579AB24@MX1.barrack.com> Message-ID: <4AD39114.7050100@lbl.gov> Eric, Perhaps there is a right at the Queue level that is suspending the global one. I don't know if you grant rights to users or groups of users or how you set up your hierarchy of rights. That would help. Kenn LBNL On 10/12/2009 12:31 PM, Roode, Eric wrote: > On Monday, October 12, 2009, Ken Crocker wrote: > >> Eric, >> >> Have you "selected" that particular queue within the edit for that >> > search? > > > Logged in as root, when I click on the "Edit" tab for "Quick Search", > every queue is checked, including "Personal To-do". > > Logged in as an ordinary user, when I click on the "Edit" tab for > "Quick Search", every queue is checked -- but not all queues show up; > "Personal To-do" is not there. > > -- Eric > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 sergiocharpinel at gmail.com Mon Oct 12 19:29:58 2009 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Mon, 12 Oct 2009 20:29:58 -0300 Subject: [rt-users] 2 email for 1 user In-Reply-To: References: Message-ID: Thanks Jerrad, I read the wiki and some archives, but I did not find anything about this. I'll try it. 2009/10/9 Jerrad Pierce > > Is it possible to set more than one e-mail for an user? > Yes, read the archives! Search the wiki! > > The MergeUsers extension will let you do this. > > Similar results may be attainable with a LART. > -- > Cambridge Energy Alliance: Save money. Save the planet. > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.colton at gmail.com Tue Oct 13 05:01:51 2009 From: john.colton at gmail.com (John Colton) Date: Tue, 13 Oct 2009 05:01:51 -0400 Subject: [rt-users] Add "My Requests" to RT at a Glance Message-ID: I'd like to add a "My Requests" system saved search and make it part of the default RT at a Glance. This would be similar to the view that users get on the SelfService page but needs to be available in the full interface. I searched the docs, wiki and the archives of this list but haven't found anything. Has anyone done this? Thanks, John -------------- next part -------------- An HTML attachment was scrubbed... URL: From kbailey at freewayprojects.com Tue Oct 13 07:02:15 2009 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Tue, 13 Oct 2009 12:02:15 +0100 Subject: [rt-users] Adding support@ emails to queue Message-ID: <4AD45E37.60507@freewayprojects.com> Hi, We have a system which was set up by another admin to create new tickets when an email is received at support at example.com. A ticket is then created in a default queue. However, replies to emails with the ticket number do not get added to the ticket. The system has been set up to use fetchmail polling the server. Since we use Postfix and the system is a default Debian set up what would be the best way to implement tickets being automatically generated and replies being added to the ticket. It looks to me from the docs that aliasing should be able to do the trick - but I'm wondering why the admin decided to use fetchmail. Also, I believe procmail is a possible way to do this. Any pointers gratefully received, -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbailey at freewayprojects.com Phone: +44 (0)1752 267090 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Mike.Johnson at NorMed.ca Tue Oct 13 09:04:56 2009 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Tue, 13 Oct 2009 09:04:56 -0400 Subject: [rt-users] Adding support@ emails to queue In-Reply-To: <4AD45E37.60507@freewayprojects.com> References: <4AD45E37.60507@freewayprojects.com> Message-ID: <4AD442B3.4EF5.001E.0@NorMed.ca> Need to give more info Kevin, where are the replies going to? what is setup in RT for the reply email address? how are the end users even getting the proper ticket number? are they putting it in the subject line correctly? (e.g. [your.rt.name #ticketnumber] ) If it is setup to fetch the emails, it's simple configuration to get the replies to work. I'd suggest the RT Essentials book from O'Reilly, it walks through how to do this. 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 >>> Kevin Bailey 13/10/2009 7:02 am >>> Hi, We have a system which was set up by another admin to create new tickets when an email is received at support at example.com. A ticket is then created in a default queue. However, replies to emails with the ticket number do not get added to the ticket. The system has been set up to use fetchmail polling the server. Since we use Postfix and the system is a default Debian set up what would be the best way to implement tickets being automatically generated and replies being added to the ticket. It looks to me from the docs that aliasing should be able to do the trick - but I'm wondering why the admin decided to use fetchmail. Also, I believe procmail is a possible way to do this. Any pointers gratefully received, -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com ( http://www.freewayprojects.com/ ) Email: kbailey at freewayprojects.com Phone: +44 (0)1752 267090 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kbailey at freewayprojects.com Tue Oct 13 09:59:47 2009 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Tue, 13 Oct 2009 14:59:47 +0100 Subject: [rt-users] Adding support@ emails to queue - sort of solved - what about HTTPS? In-Reply-To: <4AD442B3.4EF5.001E.0@NorMed.ca> References: <4AD45E37.60507@freewayprojects.com> <4AD442B3.4EF5.001E.0@NorMed.ca> Message-ID: <4AD487D3.9040909@freewayprojects.com> Thanks Mike. I've got the O'Reilly book already - but the mailgate set up is about one page! As it is I figured that the fetchmail process was pulling out mail from the support account and processing them. It looks like the other guy set it up that way because the RT web site is served up over https. Now when I've tried to use aliasing to sort this I'm getting inconsistent results - it's even resulted in a reply of 'Permission denied'. This is coming up even if I'm using http or https. Maybe its the testing - will check out more and post later. Kev Mike Johnson wrote: > Need to give more info Kevin, > > where are the replies going to? > what is setup in RT for the reply email address? > how are the end users even getting the proper ticket number? are they > putting it in the subject line correctly? (e.g. [your.rt.name > #ticketnumber] ) > > If it is setup to fetch the emails, it's simple configuration to get > the replies to work. I'd suggest the RT Essentials book from > O'Reilly, it walks through how to do this. > > 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 > > > >>> Kevin Bailey 13/10/2009 7:02 am >>> > Hi, > > We have a system which was set up by another admin to create new > tickets when an email is received at support at example.com. > > A ticket is then created in a default queue. > > However, replies to emails with the ticket number do not get added to > the ticket. > > The system has been set up to use fetchmail polling the server. > > Since we use Postfix and the system is a default Debian set up what > would be the best way to implement tickets being automatically > generated and replies being added to the ticket. > > It looks to me from the docs that aliasing should be able to do the > trick - but I'm wondering why the admin decided to use fetchmail. > Also, I believe procmail is a possible way to do this. > > Any pointers gratefully received, > > > -- > *Kevin Bailey* > Director/Programmer - Freeway Projects Limited > Web: www.freewayprojects.com > Email: kbailey at freewayprojects.com > Phone: +44 (0)1752 267090 -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbailey at freewayprojects.com Phone: +44 (0)1752 267090 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kbailey at freewayprojects.com Tue Oct 13 10:05:13 2009 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Tue, 13 Oct 2009 15:05:13 +0100 Subject: [rt-users] Permission denied Message-ID: <4AD48919.3060504@freewayprojects.com> Hmmm... strange.... I'm getting a response of 'Permission denied' when from an external client I'm trying to respond to a ticket. This was working OK - very unlike these sorts of systems to be inconsistant?!? Any ideas -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbailey at freewayprojects.com Phone: +44 (0)1752 267090 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kbailey at freewayprojects.com Tue Oct 13 10:19:09 2009 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Tue, 13 Oct 2009 15:19:09 +0100 Subject: [rt-users] https - does it work without a certificate? Message-ID: <4AD48C5D.6040200@freewayprojects.com> Hi, Me again! I've set up support: support rt # support: support kbailey nstone gpeter rt: "|/usr/bin/rt-mailgate --queue support --action correspond --url http://cyclone.example.com/rt" in the aliases file. RT version is: ii request-tracker3.6 3.6.1-4 -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbailey at freewayprojects.com Phone: +44 (0)1752 267090 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmeden at gmail.com Tue Oct 13 11:07:04 2009 From: rmeden at gmail.com (Robert Eden) Date: Tue, 13 Oct 2009 10:07:04 -0500 Subject: [rt-users] Permission denied In-Reply-To: <4AD48919.3060504@freewayprojects.com> References: <4AD48919.3060504@freewayprojects.com> Message-ID: <4AD49798.8070201@gmail.com> On 10/13/2009 9:05 AM, Kevin Bailey wrote: > Hmmm... strange.... > > I'm getting a response of 'Permission denied' when from an external > client I'm trying to respond to a ticket. > > This was working OK - very unlike these sorts of systems to be > inconsistant?!? I really hate that error.. hard to troubleshoot, but here's what I learned... (Hmmm I think I should put this in the wiki) 1. Email addresses are used for auto-created accounts. Make sure the email address in a reply is the same as the original ticket. 2. If tickets are moved to a new queue, make sure that the "requestor" group has privs to respond in new queue! ( this was our problem ) 3. RT logs using the SYSLOG mechanism.... check your log for clues... remember to focus on email addresses. Robert From kbailey at freewayprojects.com Tue Oct 13 12:27:23 2009 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Tue, 13 Oct 2009 17:27:23 +0100 Subject: [rt-users] Permission denied In-Reply-To: <4AD49798.8070201@gmail.com> References: <4AD48919.3060504@freewayprojects.com> <4AD49798.8070201@gmail.com> Message-ID: <4AD4AA6B.7060505@freewayprojects.com> > I really hate that error.. hard to troubleshoot, but here's what I > learned... (Hmmm I think I should put this in the wiki) > > 1. Email addresses are used for auto-created accounts. Make sure the > email address in a reply is the same as the original ticket. > > 2. If tickets are moved to a new queue, make sure that the "requestor" > group has privs to respond in new queue! ( this was our problem ) > > I think that was the one - thanks! Kev > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbailey at freewayprojects.com Phone: +44 (0)1752 267090 -------------- next part -------------- An HTML attachment was scrubbed... URL: From acoco at i2c.com Tue Oct 13 12:58:59 2009 From: acoco at i2c.com (Coco, Alex) Date: Tue, 13 Oct 2009 12:58:59 -0400 Subject: [rt-users] Attachments not being sent, RT3.6 Message-ID: <4F659CC89B80374C89B3F193DD9B43330507108B@MONZA2.i2c.com> OK, I'm having trouble with outbound correspondences from RT not including attachments. The correspondence in the web interface shows: Tue Oct 13 12:36:59 2009 acoco - Correspondence added [Reply ] [Comment ] Download (untitled) [text/plain 270b] On Tue Oct 13 11:07:05 2009, acoco wrote: > On Tue Oct 13 10:53:43 2009, acoco wrote: > > On Tue Oct 13 10:11:28 2009, acoco wrote: > > > new attachment. server restart. DB longblob fix. work? > > > > maybe this time with overlay hack? > > Install Encode::Guess fix? Download Attach this.txt [text/plain 20b] Does this need data? But the Outgoing email record shows: Subject: [Support #4911] attachment test From: "Partner Diligence Support" Reply-To: rt at i2c.com In-Reply-To: References: <976eb4120910130601k2084e41aw447b88414e8a07f3 at mail.gmail.com> Message-ID: Precedence: bulk X-RT-Loop-Prevention: Support RT-Ticket: Support #4911 Managed-by: RT 3.6.7 (http://www.bestpractical.com/rt/) RT-Originator: acoco at i2c.com To: alexgcoco at gmail.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Date: Tue, 13 Oct 2009 12:37:00 -0400 On Tue Oct 13 11:07:05 2009, acoco wrote: > On Tue Oct 13 10:53:43 2009, acoco wrote: > > On Tue Oct 13 10:11:28 2009, acoco wrote: > > > new attachment. server restart. DB longblob fix. work? > > > > maybe this time with overlay hack? > > Install Encode::Guess fix? In googling the problem it was suggested that changing the Content column of the Attachments table from longtext to longblob would correct the problem, which I did. I also reinstalled the perl module 'Encode' as there were errors regarding that module in the log. I also read a previous post suggesting a patch to Attachment_Overlay.pm and Web.pm, however on inspection of those files it appears the code was already patched. Has anyone else encountered this problem with RT3.6, on Debian 5.0.3, apache 2.2.9, perl 5.10.0. Any advice greatly appreciated. -alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From jhj.gubbels at gmail.com Tue Oct 13 12:58:06 2009 From: jhj.gubbels at gmail.com (Jac Gubbels) Date: Tue, 13 Oct 2009 19:58:06 +0300 Subject: [rt-users] Email completion and LDAP authentication Message-ID: <2956be2d0910130958j5bc1f010ja6eae489c6aa14dc@mail.gmail.com> Hi, I am having trouble running two plugins at the same time. Probably i am missing something stupid. Here is a snipped of my RT_SiteConfig.pm. Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Authen::ExternalAuth))); Now, depending on the order I set the @plugins they work individually but not together. The plugin that gets listed last works. I have recently upgraded to the new LDAP authentication plugin. With the old one things worked together. I have carefully followed the steps in the README of both plugins. Both are the latest versions. I run RT3.8.4 on an ubuntu box. Thanks heaps for any help or pointers. Jac -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Oct 13 13:15:52 2009 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 13 Oct 2009 12:15:52 -0500 Subject: [rt-users] Email completion and LDAP authentication In-Reply-To: <2956be2d0910130958j5bc1f010ja6eae489c6aa14dc@mail.gmail.com> References: <2956be2d0910130958j5bc1f010ja6eae489c6aa14dc@mail.gmail.com> Message-ID: <20091013171552.GG29438@it.is.rice.edu> You need all of the plugins listed on the same line, not two separate lines. Ken On Tue, Oct 13, 2009 at 07:58:06PM +0300, Jac Gubbels wrote: > Hi, > > I am having trouble running two plugins at the same time. Probably i am > missing something stupid. Here is a snipped of my RT_SiteConfig.pm. > > Set(@Plugins,(qw(RTx::EmailCompletion))); > Set(@Plugins,(qw(RT::Authen::ExternalAuth))); > > Now, depending on the order I set the @plugins they work individually but > not together. The plugin that gets listed last works. > > I have recently upgraded to the new LDAP authentication plugin. With the old > one things worked together. I have carefully followed the steps in the > README of both plugins. Both are the latest versions. > > I run RT3.8.4 on an ubuntu box. > > Thanks heaps for any help or pointers. > Jac > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From slander at hearstsc.com Tue Oct 13 16:19:29 2009 From: slander at hearstsc.com (Lander, Scott) Date: Tue, 13 Oct 2009 16:19:29 -0400 Subject: [rt-users] Email completion and LDAP authentication In-Reply-To: <2956be2d0910130958j5bc1f010ja6eae489c6aa14dc@mail.gmail.com> Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19388@RCLTEXCMS02.resource.hearstcorp.com> Should be all one line, like: Set(@Plugins, qw(RT::Authen::ExternalAuth), qw(RTx::EmailCompletion)); ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jac Gubbels Sent: Tuesday, October 13, 2009 12:58 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Email completion and LDAP authentication Hi, I am having trouble running two plugins at the same time. Probably i am missing something stupid. Here is a snipped of my RT_SiteConfig.pm. Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Authen::ExternalAuth))); Now, depending on the order I set the @plugins they work individually but not together. The plugin that gets listed last works. I have recently upgraded to the new LDAP authentication plugin. With the old one things worked together. I have carefully followed the steps in the README of both plugins. Both are the latest versions. I run RT3.8.4 on an ubuntu box. Thanks heaps for any help or pointers. Jac ------------------------------------------------------------------------------------ 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 smithj4 at bnl.gov Tue Oct 13 18:17:45 2009 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 13 Oct 2009 18:17:45 -0400 Subject: [rt-users] Add "My Requests" to RT at a Glance In-Reply-To: References: Message-ID: <1255472265.4117.42.camel@smith.racf.bnl.gov> On Tue, 2009-10-13 at 05:01 -0400, John Colton wrote: > I'd like to add a "My Requests" system saved search and make it part > of the default RT at a Glance. This would be similar to the view that > users get on the SelfService page but needs to be available in the > full interface. I searched the docs, wiki and the archives of this > list but haven't found anything. Has anyone done this? Hi John, What a coincidence, I was just doing this yesterday for our new RT server that I am testing, note it is version 3.8.6rc1, but this will probably work with earlier 3.8.x releases. Edit your RT_SiteConfig.pm and add MyRequests to your list of $HomepageComponents, then restart apache. Now, when logged into your RT web account, go to your Preferences->RT at a glance, and add MyRequests to the body section. Unfortunately, there is one more step, since now when going to my Home page, I see this error message: Predefined search My Requests not found So, logged in to the web interface as the RT admin (so all users would see this saved search), I went to the Tickets->Advanced page and entered this Query: Requestor.id = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) Hit the Apply button and saved the search under RT System's saved searches with the Description: "My Requests" Now go back to your Home page and you should see the My Requests box correctly displayed. If you want to change what info is displayed for your requests, you will have to edit the saved search and modify the Advanced->Format or Edit->Display Columns section. ~Jason ____________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 falcone at bestpractical.com Tue Oct 13 19:00:57 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Oct 2009 19:00:57 -0400 Subject: [rt-users] Add "My Requests" to RT at a Glance In-Reply-To: <1255472265.4117.42.camel@smith.racf.bnl.gov> References: <1255472265.4117.42.camel@smith.racf.bnl.gov> Message-ID: <20091013230057.GA7891@jibsheet.com> On Tue, Oct 13, 2009 at 06:17:45PM -0400, Jason A. Smith wrote: > On Tue, 2009-10-13 at 05:01 -0400, John Colton wrote: > > I'd like to add a "My Requests" system saved search and make it part > > of the default RT at a Glance. This would be similar to the view that > > users get on the SelfService page but needs to be available in the > > full interface. I searched the docs, wiki and the archives of this > > list but haven't found anything. Has anyone done this? > > What a coincidence, I was just doing this yesterday for our new RT > server that I am testing, note it is version 3.8.6rc1, but this will > probably work with earlier 3.8.x releases. > > Edit your RT_SiteConfig.pm and add MyRequests to your list of > $HomepageComponents, then restart apache. Now, when logged into your RT > web account, go to your Preferences->RT at a glance, and add MyRequests > to the body section. You shouldn't need this part, this is just for on-disk homepage components. If this was required, a normal user wouldn't be able to save a private search and put it on their homepage. > Unfortunately, there is one more step, since now when going to my Home > page, I see this error message: > > Predefined search My Requests not found > > So, logged in to the web interface as the RT admin (so all users would > see this saved search), I went to the Tickets->Advanced page and entered > this Query: > > Requestor.id = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) > > Hit the Apply button and saved the search under RT System's saved > searches with the Description: "My Requests" This is all that should be required, since you'll see a Saved Search: My Requests on the homepage editing UI > Now go back to your Home page and you should see the My Requests box > correctly displayed. If you want to change what info is displayed for > your requests, you will have to edit the saved search and modify the > Advanced->Format or Edit->Display Columns section. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From aerogrow at gmail.com Tue Oct 13 19:29:54 2009 From: aerogrow at gmail.com (M Brennan) Date: Tue, 13 Oct 2009 16:29:54 -0700 Subject: [rt-users] Active Directory LDAP attributes and permissions Message-ID: <1384a1e50910131629pce44a4cl302f8834bfca6525@mail.gmail.com> Hello RT gang- We have RT authenticating to our Active Directory, M$ 2003. I am using the ExternalAuth functionality. When users login via LDAP, they initially had no permissions. I fixed this by modifying the Everyone group and allowing those users to create/edit/etc. I would like to tighter control over perms. Questions: 1) Can I map an Active Directory LDAP attribute to a new RT group that I create, so that users can inheriate perms w/o having to use the default 'Everyone' group? If so, how is this done? 2) Is there another way of having LDAP auth'd users inherite permissions? Best, MB -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Tue Oct 13 22:57:22 2009 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 13 Oct 2009 22:57:22 -0400 Subject: [rt-users] Email completion and LDAP authentication In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19388@RCLTEXCMS02.resource.hearstcorp.com> References: <2956be2d0910130958j5bc1f010ja6eae489c6aa14dc@mail.gmail.com> <39A20BAEB14A6344A0646DD5C8F98D4B0697B19388@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: > Set(@Plugins, qw(RT::Authen::ExternalAuth), qw(RTx::EmailCompletion)); qw means "quote words" so that would be better written: Set(@Plugins, qw(RT::Authen::ExternalAuth RTx::EmailCompletion RTx::Calendar RTx::Tags RT::Extension::BecomUser)); Otherwise, just write Set(@Plugins, 'RT::Authen::ExternalAuth', 'RTx::EmailCompletion'); -- Cambridge Energy Alliance: Save money. Save the planet. From praveen.velu at hotmail.com Wed Oct 14 02:05:43 2009 From: praveen.velu at hotmail.com (Praveen Velu) Date: Wed, 14 Oct 2009 11:35:43 +0530 Subject: [rt-users] RT ticket status via email Message-ID: Dear All I am using RT3.8 in lenny. Is there any way that requester can know his ticket status via email at any time? Thanks in advance -Praveen- _________________________________________________________________ Begin your day with a strong dose of news, sports, entertainment and more on MSN India http://in.msn.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kbailey at freewayprojects.com Wed Oct 14 02:06:03 2009 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Wed, 14 Oct 2009 07:06:03 +0100 Subject: [rt-users] HTTPS - does it work - try again Message-ID: <4AD56A4B.7090004@freewayprojects.com> Hi, This time I'll finish the message I've set up support: support rt # support: support kbailey nstone gpeter rt: "|/usr/bin/rt-mailgate --queue support --action correspond --url http://cyclone.example.com/rt" in the aliases file. RT version is: ii request-tracker3.6 3.6.1-4 I'd like to use https://cyclone.example.com/rt for the web address as it's more secure. Currently we haven't set up a certificate on that address. Does HTTPS work with RT? I had set this up but it didn't seem to work properly. Cheers, -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbailey at freewayprojects.com Phone: +44 (0)1752 267090 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rahman.desyanta at infi-nity.com Wed Oct 14 03:13:28 2009 From: rahman.desyanta at infi-nity.com (Rahman Desyanta) Date: Wed, 14 Oct 2009 14:13:28 +0700 Subject: [rt-users] editing my default email for queue Message-ID: hello all i want to edit the default email when i make a new queue, where i can do it if you don't understand what i mean and which one that i want to edit, i give u the link of the image http://img235.imageshack.us/img235/1061/screenshot2r.png ok, thanks for u all. -- Regards, Rahman Desyanta i n f i n i t y . s o l u t i o n (www.infi-nity.com) - pt. vikasa infinity anugrah bsd city sektor 14 - ruko golden madrid g/9 - tangerang 15321 - indonesia t: +62 (21) 5316 4796 f: +62 (21) 5316 4797 m:+62 815 5584 88878 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Oct 14 03:26:59 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 14 Oct 2009 09:26:59 +0200 Subject: [rt-users] editing my default email for queue In-Reply-To: References: Message-ID: <20091014072659.GA3534@easter-eggs.com> On Wed, Oct 14, 2009 at 02:13:28PM +0700, Rahman Desyanta wrote: > hello all > i want to edit the default email when i make a new queue, where i can do it > if you don't understand what i mean and which one that i want to edit, i > give u the link of the image > Set($CorrespondAddress , 'bar at foo.tld'); Set($CommentAddress , 'bar-comment at foo.tld'); in RT_SiteConfig.pm From gentgeen at wikiak.org Wed Oct 14 08:20:14 2009 From: gentgeen at wikiak.org (Kevin Squire) Date: Wed, 14 Oct 2009 08:20:14 -0400 Subject: [rt-users] Parsing Email Subject to insert into Custom Field Message-ID: <386ebf050910140520s38014d07i281e7b50ff9f5fe@mail.gmail.com> We have recently hired an outside company to be our "Tier-One" tech support. Every call they log sends us an email. We are filtering out the "Escalation" tickets and having those one added to our Helpdesk RT queue (Thanks to procmail). Now we need to parse the subject line of these Escalated tickets and pull out the "Tier-One" Call ID # and have that dumped into a custom field. My perl skills are limited to none, so I have tried to put together a few other scrips that I user and/or found to create one, but it is not working as I expect (it seems like it does nothing at all, either never applied, or is applied, but does not fill in the CustomField)... so I come to the exports to look over my work.... Every one of the incoming "Escalation" emails will have a set FROM and SUBJECT field.... FROM: tierone at foobar.com SUBJECT: FooBar Helpdesk Call - 1234567 - Escalation Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate --------------------------------------------------------------------- CUSTOM CONDITION --------------------------------------------------------------------- --left blank-- --------------------------------------------------------------------- CUSTOM ACTION PREPARATION CODE --------------------------------------------------------------------- # Setup the check for the email address my $from_address = 'tierone at foobar.com'; # Get who created this ticket and exit if it doesn't # match the system address from above my $requestor_address = lc($self->TicketObj->RequestorAddresses); if ($requestor_address ne $from_address) { ## Not from my company, so don't want to parse the subject line return 0; } else { return 1; } --------------------------------------------------------------------- CUSTOM ACTION CLEANUP CODE --------------------------------------------------------------------- ### Extract fields from e-mail ## my $MyName = "Scrip DNS:35:Commit (New Ticket)"; my $Transaction = $self->TransactionObj; my $CurrentUser = $Transaction->CurrentUser; my $Ticket = $self->TicketObj; my $qNagme = 2; my $NewPri = 90; my $Content = $Ticket->Subject; # The seperator is my $sep = " - "; chomp $sep; $Content =~ s/\A$sep\n//s; chomp $Content; my ($issueCO, $issueID, $issueType) = split($sep, $Content); set_custom('Escalation_ID',$issueID, 0); # set_custom('Escalation_Type', $issueType, 0); # set_custom('Incoming_Co', $userCO, 0); ### Leave this until last, it triggers the ack e-mail to requestor $Ticket->SetPriority($NewPri); ### Sets custom field value ### Usage: set_custom($field_name, $field_value, $record_transaction) sub set_custom { my ($CFName, $CFValue, $record) = @_; my $cf = RT::CustomField->new($RT::SystemUser); my ($id,$msg) = $cf->LoadByName(Name=>$CFName,); if (!$id) { $RT::Logger->debug("$MyName: Couldn't load CF ($CFName)"); return undef; } ($id, $msg) = $Ticket->AddCustomFieldValue (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record ? $record : 0); } -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Oct 14 09:06:45 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Oct 2009 09:06:45 -0400 Subject: [rt-users] Active Directory LDAP attributes and permissions In-Reply-To: <1384a1e50910131629pce44a4cl302f8834bfca6525@mail.gmail.com> References: <1384a1e50910131629pce44a4cl302f8834bfca6525@mail.gmail.com> Message-ID: <20091014130645.GB7891@jibsheet.com> On Tue, Oct 13, 2009 at 04:29:54PM -0700, M Brennan wrote: > We have RT authenticating to our Active Directory, M$ 2003. I am using the ExternalAuth > functionality. When users login via LDAP, they initially had no permissions. I fixed this by > modifying the Everyone group and allowing those users to create/edit/etc. I would like to > tighter control over perms. > > Questions: > > 1) Can I map an Active Directory LDAP attribute to a new RT group that I create, so that users > can inheriate perms w/o having to use the default 'Everyone' group? If so, how is this done? > > 2) Is there another way of having LDAP auth'd users inherite permissions? RT-Authen-ExternalAuth does not currently support adding users to groups. You can use the AutoCreate config var in your RT_SiteConfig.pm so that users are created Privileged and then you'll be able to hand permissions just to your Privileged users. -kevin -------------- 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 Wed Oct 14 09:09:13 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Oct 2009 09:09:13 -0400 Subject: [rt-users] HTTPS - does it work - try again In-Reply-To: <4AD56A4B.7090004@freewayprojects.com> References: <4AD56A4B.7090004@freewayprojects.com> Message-ID: <20091014130913.GC7891@jibsheet.com> On Wed, Oct 14, 2009 at 07:06:03AM +0100, Kevin Bailey wrote: > support: support rt > # support: support kbailey nstone gpeter > rt: "|/usr/bin/rt-mailgate --queue support --action correspond --url > [1]http://cyclone.example.com/rt" > > in the aliases file. > > RT version is: > > ii request-tracker3.6 3.6.1-4 > > I'd like to use [2]https://cyclone.example.com/rt > > for the web address as it's more secure. Currently we haven't set up a certificate on that > address. It isn't clear to me how you can have httpd enabled without a certificate. > Does HTTPS work with RT? I had set this up but it didn't seem to work properly. I assume you're asking about https + rt-mailgate Install Net::SSLeay and the perl library that rt-mailgate uses will be able to connect to an https server. If you add --debug to your rt-mailgate command, you may get useful info about why it is failing for you -kevin -------------- 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 Wed Oct 14 09:11:49 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Oct 2009 09:11:49 -0400 Subject: [rt-users] Parsing Email Subject to insert into Custom Field In-Reply-To: <386ebf050910140520s38014d07i281e7b50ff9f5fe@mail.gmail.com> References: <386ebf050910140520s38014d07i281e7b50ff9f5fe@mail.gmail.com> Message-ID: <20091014131149.GD7891@jibsheet.com> On Wed, Oct 14, 2009 at 08:20:14AM -0400, Kevin Squire wrote: > We have recently hired an outside company to be our "Tier-One" tech support. Every call they > log sends us an email. We are filtering out the "Escalation" tickets and having those one > added to our Helpdesk RT queue (Thanks to procmail). Now we need to parse the subject line of > these Escalated tickets and pull out the "Tier-One" Call ID # and have that dumped into a > custom field. My perl skills are limited to none, so I have tried to put together a few other > scrips that I user and/or found to create one, but it is not working as I expect (it seems > like it does nothing at all, either never applied, or is applied, but does not fill in the > CustomField)... so I come to the exports to look over my work.... The RT-Extension-ExtractCustomFieldValues was designed for the parsing part of your task, although you may need a little extra code to handle the From checking. If it isn't firing at all, you probably want to use RT::Logger in your Preparation code -kevin > Every one of the incoming "Escalation" emails will have a set FROM and SUBJECT field.... > FROM: [1]tierone at foobar.com > SUBJECT: FooBar Helpdesk Call - 1234567 - Escalation > > Condition: On Create > Action: User Defined > Template: Global template: Blank > Stage: TransactionCreate > > --------------------------------------------------------------------- > CUSTOM CONDITION > --------------------------------------------------------------------- > --left blank-- > > --------------------------------------------------------------------- > CUSTOM ACTION PREPARATION CODE > --------------------------------------------------------------------- > # Setup the check for the email address > my $from_address = '[2]tierone at foobar.com'; > > # Get who created this ticket and exit if it doesn't > # match the system address from above > my $requestor_address = lc($self->TicketObj->RequestorAddresses); > if ($requestor_address ne $from_address) { > ## Not from my company, so don't want to parse the subject line > return 0; > } else { > return 1; > } > > --------------------------------------------------------------------- > CUSTOM ACTION CLEANUP CODE > --------------------------------------------------------------------- > ### Extract fields from e-mail > ## my $MyName = "Scrip DNS:35:Commit (New Ticket)"; > my $Transaction = $self->TransactionObj; > my $CurrentUser = $Transaction->CurrentUser; > my $Ticket = $self->TicketObj; > my $qNagme = 2; > my $NewPri = 90; > my $Content = $Ticket->Subject; > # The seperator is > my $sep = " - "; > chomp $sep; > $Content =~ s/\A$sep\n//s; > chomp $Content; > my ($issueCO, $issueID, $issueType) = split($sep, $Content); > set_custom('Escalation_ID',$issueID, 0); > # set_custom('Escalation_Type', $issueType, 0); > # set_custom('Incoming_Co', $userCO, 0); > > ### Leave this until last, it triggers the ack e-mail to requestor > $Ticket->SetPriority($NewPri); > > ### Sets custom field value > ### Usage: set_custom($field_name, $field_value, $record_transaction) > sub set_custom { > my ($CFName, $CFValue, $record) = @_; > my $cf = RT::CustomField->new($RT::SystemUser); > my ($id,$msg) = $cf->LoadByName(Name=>$CFName,); > if (!$id) { > $RT::Logger->debug("$MyName: Couldn't load CF ($CFName)"); > return undef; > } > ($id, $msg) = $Ticket->AddCustomFieldValue > (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record ? $record : 0); > } > > -- > [3]http://gentgeen.homelinux.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 > > References > > Visible links > 1. mailto:tierone at foobar.com > 2. mailto:tierone at foobar.com > 3. http://gentgeen.homelinux.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 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From testwreq at gmail.com Wed Oct 14 10:29:25 2009 From: testwreq at gmail.com (testwreq wreq) Date: Wed, 14 Oct 2009 10:29:25 -0400 Subject: [rt-users] apache ftp question Message-ID: *http access to ftp-able files* ------------------------------ Hello Linux/apache experts on RT: I hope someone can point me in right direction to configure the http server on linux as follow: Configure the Web server to see if it can use http to download ftp files. That way people getting a file from: ftp://ftp.hostname/pub/liu/Inv-GPCE09.pdf would use http://ftp.hostname/pub/liu/Inv-GPCE09.pdf to download it. The actual files are in /var/ftp. Configure the Directory directive to only allow file reading and directory listing (no CGIs or symlinks). Thank you in adavnce.. TQ -------------- next part -------------- An HTML attachment was scrubbed... URL: From smithj4 at bnl.gov Wed Oct 14 14:30:54 2009 From: smithj4 at bnl.gov (Jason A. Smith) Date: Wed, 14 Oct 2009 14:30:54 -0400 Subject: [rt-users] Add "My Requests" to RT at a Glance In-Reply-To: <20091013230057.GA7891@jibsheet.com> References: <1255472265.4117.42.camel@smith.racf.bnl.gov> <20091013230057.GA7891@jibsheet.com> Message-ID: <1255545054.7407.7.camel@smith.racf.bnl.gov> On Tue, 2009-10-13 at 19:00 -0400, Kevin Falcone wrote: > On Tue, Oct 13, 2009 at 06:17:45PM -0400, Jason A. Smith wrote: > > > Unfortunately, there is one more step, since now when going to my Home > > page, I see this error message: > > > > Predefined search My Requests not found > > > > So, logged in to the web interface as the RT admin (so all users would > > see this saved search), I went to the Tickets->Advanced page and entered > > this Query: > > > > Requestor.id = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) > > > > Hit the Apply button and saved the search under RT System's saved > > searches with the Description: "My Requests" > > This is all that should be required, since you'll see a Saved Search: > My Requests on the homepage editing UI Okay, I see it, but maybe because I saved it under the RT System's saved searches, it appears in the list above the other available saved searches, but without "Saved Search:" prepended to it. It is somewhat of a pain to have to first create that saved search before having this available on the home page since I would think it would be a very common thing to want to add. Since this is available to SelfService users, why can't it be made easier for privileged users to have access to the same thing? 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. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3906 bytes Desc: not available URL: From Sul at hcp.med.harvard.edu Wed Oct 14 14:41:00 2009 From: Sul at hcp.med.harvard.edu (Sul, Young L) Date: Wed, 14 Oct 2009 14:41:00 -0400 Subject: [rt-users] Some tickets reopening themselves Message-ID: Hi, We're using RT 3.8.5 and RTFM 2.4.2 (although this doesn't seem to be an RTFM issue). We recently noticed the following behavior: 1) Person sends a ticket (e.g. request for a license key for software) 2) We respond via our email client (outlook) and attach a file for the requestor 3) They say "thanks!" 4) We close the ticket At this point, after 10 minutes or so, the same ticket will be resent (we get it in our email). There are no updates to the ticket, but it is now reopened. Nobody (the requestor or us) did anything to instigate this! If we close the ticket again, it will be resent 10 minutes later. Finally, we just let the ticket alone overnight, and then closed it the next day, which seemed to stop the rebroadcasting. As best we can tell, it has to do with using an attachment. In this case it was just a text file. Has anyone else experienced this? Thanks! -y -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Wed Oct 14 14:43:22 2009 From: mathieu at closetwork.org (Mathieu Longtin) Date: Wed, 14 Oct 2009 14:43:22 -0400 Subject: [rt-users] Approval notification Message-ID: <539eb5520910141143w2e8e101ya39f5793ae4fb9ed@mail.gmail.com> Hello, I set up a "Create Tickets" script, and the approval ticket is created, but no emails is ever sent to the approvers. I tracked down in RT::Approval::Rule::NewPending, in commit, this code: # first txn entry of the approval ticket local $self->{TransactionObj} = $to; $self->RunScripAction('Notify Owner', 'New Pending Approval', @_); return; # this generates more correct content of the message, but not sure # if ccmessageto is the right way to do this. my $template = $self->GetTemplate('New Pending Approval', TicketObj => $top, TransactionObj => $to) or return; Was the "return" in the middle left there by mistake? No email is ever sent since there is no owner, just a few AdminCC. Thanks -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Oct 14 15:24:49 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Oct 2009 15:24:49 -0400 Subject: [rt-users] Add "My Requests" to RT at a Glance In-Reply-To: <1255545054.7407.7.camel@smith.racf.bnl.gov> References: <1255472265.4117.42.camel@smith.racf.bnl.gov> <20091013230057.GA7891@jibsheet.com> <1255545054.7407.7.camel@smith.racf.bnl.gov> Message-ID: <20091014192449.GE7891@jibsheet.com> On Wed, Oct 14, 2009 at 02:30:54PM -0400, Jason A. Smith wrote: > On Tue, 2009-10-13 at 19:00 -0400, Kevin Falcone wrote: > > On Tue, Oct 13, 2009 at 06:17:45PM -0400, Jason A. Smith wrote: > > > > > Unfortunately, there is one more step, since now when going to my Home > > > page, I see this error message: > > > > > > Predefined search My Requests not found > > > > > > So, logged in to the web interface as the RT admin (so all users would > > > see this saved search), I went to the Tickets->Advanced page and entered > > > this Query: > > > > > > Requestor.id = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) > > > > > > Hit the Apply button and saved the search under RT System's saved > > > searches with the Description: "My Requests" > > > > This is all that should be required, since you'll see a Saved Search: > > My Requests on the homepage editing UI > > Okay, I see it, but maybe because I saved it under the RT System's saved > searches, it appears in the list above the other available saved > searches, but without "Saved Search:" prepended to it. Yes, global searches like that don't have the prefix, try a personal or group search. > It is somewhat of a pain to have to first create that saved search > before having this available on the home page since I would think it > would be a very common thing to want to add. Since this is available to > SelfService users, why can't it be made easier for privileged users to > have access to the same thing? It isn't actually that common a request in my experience. Many privileged users are working on outside requests, rather than their own requests. If someone refactored SelfServive/Elements/MyRequests and addeed an /Elements/MyRequests that used the shared code and sent a patch I don't see any reason it wouldn't be considered for inclusion in a future RT. But I've usually just added a saved search when people need it since it grants better control over the format and displayed columns. -kevin -------------- 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 Wed Oct 14 17:52:40 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Oct 2009 17:52:40 -0400 Subject: [rt-users] Approval notification In-Reply-To: <539eb5520910141143w2e8e101ya39f5793ae4fb9ed@mail.gmail.com> References: <539eb5520910141143w2e8e101ya39f5793ae4fb9ed@mail.gmail.com> Message-ID: <20091014215240.GG7891@jibsheet.com> On Wed, Oct 14, 2009 at 02:43:22PM -0400, Mathieu Longtin wrote: > Hello, > > I set up a "Create Tickets" script, and the approval ticket is created, but > no emails is ever sent to the approvers. I bounced your mail into the bug tracker and asked the developer responsible for the code to comment. -kevin > I tracked down in RT::Approval::Rule::NewPending, in commit, this code: > > # first txn entry of the approval ticket > local $self->{TransactionObj} = $to; > $self->RunScripAction('Notify Owner', 'New Pending Approval', @_); > > return; > > # this generates more correct content of the message, but not sure > # if ccmessageto is the right way to do this. > my $template = $self->GetTemplate('New Pending Approval', > TicketObj => $top, > TransactionObj => $to) > or return; > > > Was the "return" in the middle left there by mistake? No email is ever sent > since there is no owner, just a few AdminCC. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mathieu at closetwork.org Wed Oct 14 18:07:06 2009 From: mathieu at closetwork.org (Mathieu Longtin) Date: Wed, 14 Oct 2009 18:07:06 -0400 Subject: [rt-users] Approval notification In-Reply-To: <539eb5520910141143w2e8e101ya39f5793ae4fb9ed@mail.gmail.com> References: <539eb5520910141143w2e8e101ya39f5793ae4fb9ed@mail.gmail.com> Message-ID: <539eb5520910141507q7bd79167k1b6b6af77a1e114a@mail.gmail.com> I changed "Notify Owner" to "Notify AdminCCs", that seemed to fix it. I'm noticing that the whole Approval thing is kind of clunky. Another problem I encountered: When a member of a group approves of a ticket, the owner is not changed, so the email looks like "Ticket approved by Nobody". The whole Ruleset thing is kind of nice though, it makes it easy to code some extensions that involve scrip functionality without inserting scrips all over the place. -- Mathieu Longtin 1-514-803-8977 On Wed, Oct 14, 2009 at 2:43 PM, Mathieu Longtin wrote: > Hello, > > I set up a "Create Tickets" script, and the approval ticket is created, but > no emails is ever sent to the approvers. > > I tracked down in RT::Approval::Rule::NewPending, in commit, this code: > > # first txn entry of the approval ticket > local $self->{TransactionObj} = $to; > $self->RunScripAction('Notify Owner', 'New Pending Approval', @_); > > return; > > # this generates more correct content of the message, but not sure > # if ccmessageto is the right way to do this. > my $template = $self->GetTemplate('New Pending Approval', > TicketObj => $top, > TransactionObj => $to) > or return; > > > Was the "return" in the middle left there by mistake? No email is ever sent > since there is no owner, just a few AdminCC. > > Thanks > > -- > Mathieu Longtin > 1-514-803-8977 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fooraide at gmail.com Wed Oct 14 18:47:19 2009 From: fooraide at gmail.com (David) Date: Wed, 14 Oct 2009 18:47:19 -0400 Subject: [rt-users] Sort dashboards in a custom or pre-defined order ? Message-ID: Hi, I've created several dashboards and I would like to sort them in a particular way (alphabetical or other). However, it seems that by default, they are sorted by creation (by their unique ID). So, for instance, I have the following dashboards: [ID #1] A [ID #2] B [ID #3] D [ID #4] F [ID #5] E [ID #6] G [ID #7] C When they are shown, they are shown in that order. Now, I'd like to sort them in alphabetical order or in a custom way, regardless of their ID. How would I go about that ? I've looked around the interface itself, the documentation, the wiki and the list but could not find relevant information about this. Thanks ! From david.hobley at mionegroup.com Wed Oct 14 19:57:09 2009 From: david.hobley at mionegroup.com (David Hobley) Date: Thu, 15 Oct 2009 09:57:09 +1000 (EST) Subject: [rt-users] shredder error Message-ID: <7316108.33011255564629917.JavaMail.root@mail.onegrp.com> All, Having finally purged my db of deleted tickets, I am now trying to delete the users who now have no tickets assigned to them. However shredder is failing with rt 3.8.2: [root at samba sbin]# ./rt-shredder --plugin "Users=no_tickets,1;status,any;replace_relations,Nobody;limit,5" SQL dump file is '/opt/httpd/rt3/sbin/20091014T232306-0001.sql' Next objects would be deleted: RT::User-110031 object RT::User-1080297 object RT::User-911624 object RT::User-352 object RT::User-430 object Do you want to proceed? [y/N] y Couldn't wipeout object: Can't call method "new" on an undefined value at /opt/httpd/rt3/sbin/../lib/RT/Transaction_Overlay.pm line 1031, line 1. Anyone any ideas? -- Cheers, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.colton at gmail.com Wed Oct 14 22:25:51 2009 From: john.colton at gmail.com (John Colton) Date: Wed, 14 Oct 2009 22:25:51 -0400 Subject: [rt-users] Add "My Requests" to RT at a Glance In-Reply-To: <1255472265.4117.42.camel@smith.racf.bnl.gov> References: <1255472265.4117.42.camel@smith.racf.bnl.gov> Message-ID: Jason, Many thanks. It turns out that this works fine without the mods to the config file. I just created the system saved search and it shows up fine for my users. In fact, I modified the default at a glance page and have happier users for it. What exactly does the change in the config file do? Perhaps it was only necessary in an older version of RT. Thanks, John On 10/13/09, Jason A. Smith wrote: > On Tue, 2009-10-13 at 05:01 -0400, John Colton wrote: >> I'd like to add a "My Requests" system saved search and make it part >> of the default RT at a Glance. This would be similar to the view that >> users get on the SelfService page but needs to be available in the >> full interface. I searched the docs, wiki and the archives of this >> list but haven't found anything. Has anyone done this? > > Hi John, > > What a coincidence, I was just doing this yesterday for our new RT > server that I am testing, note it is version 3.8.6rc1, but this will > probably work with earlier 3.8.x releases. > > Edit your RT_SiteConfig.pm and add MyRequests to your list of > $HomepageComponents, then restart apache. Now, when logged into your RT > web account, go to your Preferences->RT at a glance, and add MyRequests > to the body section. > > Unfortunately, there is one more step, since now when going to my Home > page, I see this error message: > > Predefined search My Requests not found > > So, logged in to the web interface as the RT admin (so all users would > see this saved search), I went to the Tickets->Advanced page and entered > this Query: > > Requestor.id = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) > > Hit the Apply button and saved the search under RT System's saved > searches with the Description: "My Requests" > > Now go back to your Home page and you should see the My Requests box > correctly displayed. If you want to change what info is displayed for > your requests, you will have to edit the saved search and modify the > Advanced->Format or Edit->Display Columns section. > > ~Jason > > ____________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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. | > \------------------------------------------------------------------/ > > -- Sent from my mobile device From elacour at easter-eggs.com Thu Oct 15 03:26:50 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 15 Oct 2009 09:26:50 +0200 Subject: [rt-users] Sort dashboards in a custom or pre-defined order ? In-Reply-To: References: Message-ID: <20091015072650.GB3831@easter-eggs.com> On Wed, Oct 14, 2009 at 06:47:19PM -0400, David wrote: > Hi, > > I've created several dashboards and I would like to sort them in a > particular way (alphabetical or other). > > However, it seems that by default, they are sorted by creation (by > their unique ID). > there is no configuration for this, you have to modify share/html/Dashboards/index.html: line like this: Dashboards => [sort { $a->Id <=> $b->Id } @{ $dashboards->{personal} || [] }], you can replace $a->Id with $a->Name for example. see "perldoc -f sort" for more informations on sort order. From andres at intecdom.es Thu Oct 15 04:32:16 2009 From: andres at intecdom.es (andres) Date: Thu, 15 Oct 2009 10:32:16 +0200 Subject: [rt-users] Implementing approval before correspond event Message-ID: <4104cf7fce70624d2f6a1676aed51c4f@intecdom.es> Hi, we are setting up a system where we would like to be able to implement a process of approval from a supervisor before every correspond event initiated by ticket respondents. Would it be able to implement this with scrips and templates? Would it require more than that? Any suggestions? Thanks in advance, -- Andr?s From kbailey at freewayprojects.com Thu Oct 15 06:04:32 2009 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Thu, 15 Oct 2009 11:04:32 +0100 Subject: [rt-users] HTTPS - does it work - try again - SOLVED In-Reply-To: <20091014130913.GC7891@jibsheet.com> References: <4AD56A4B.7090004@freewayprojects.com> <20091014130913.GC7891@jibsheet.com> Message-ID: <4AD6F3B0.4060502@freewayprojects.com> Kevin Falcone wrote: > On Wed, Oct 14, 2009 at 07:06:03AM +0100, Kevin Bailey wrote: > >> support: support rt >> # support: support kbailey nstone gpeter >> rt: "|/usr/bin/rt-mailgate --queue support --action correspond --url >> [1]http://cyclone.example.com/rt" >> >> in the aliases file. >> >> RT version is: >> >> ii request-tracker3.6 3.6.1-4 >> >> I'd like to use [2]https://cyclone.example.com/rt >> >> for the web address as it's more secure. Currently we haven't set up a certificate on that >> address. >> > > It isn't clear to me how you can have httpd enabled without a > certificate. > > The server has a self-signed certificate - which means it has to be OK'd when using a browser. >> Does HTTPS work with RT? I had set this up but it didn't seem to work properly. >> > > I assume you're asking about https + rt-mailgate > Install Net::SSLeay and the perl library that rt-mailgate uses will be > able to connect to an https server. > If you add --debug to your rt-mailgate command, you may get useful > info about why it is failing for you > > Thanks for that. On Debian I added the package libio-socket-ssl-perl and the rt-mailgate is working. Cheers, Kevin > -kevin > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbailey at freewayprojects.com Phone: +44 (0)1752 267090 -------------- next part -------------- An HTML attachment was scrubbed... URL: From joseph85750 at yahoo.com Thu Oct 15 11:15:36 2009 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Thu, 15 Oct 2009 08:15:36 -0700 (PDT) Subject: [rt-users] Email body makes it to RT, but RT sends blank messages to watchers Message-ID: <840443.90621.qm@web30303.mail.mud.yahoo.com> I'm using 2.0.15. Before throwing me under the truck, please read since I suspect this doesn't have anything to do with the old version of RT. :) Recently, I often experience a situation with certain people when they email RT to create a ticket. The body of the message appears in the ticket viewable via the web interface, but the body doesn't make it to the watchers (the queue is set up to email the watchers on creation, including the body). The watchers get a blank/empty email message. This doesn't always happen. It appears to happen when the user forwards a message to the queue or has an attachment. The users are using Outlook. I suspect there is a certain email/html/mime tag in the message causing the problem. If I know what this is, I can write an "interceptor/filter" script to clean it up before piping it into RT. If anyone knows what might be causing this (ie: which tag/type/mime/), I'd appreciate the help. Thanks! From kfcrocker at lbl.gov Thu Oct 15 11:41:25 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 15 Oct 2009 08:41:25 -0700 Subject: [rt-users] shredder error In-Reply-To: <7316108.33011255564629917.JavaMail.root@mail.onegrp.com> References: <7316108.33011255564629917.JavaMail.root@mail.onegrp.com> Message-ID: <4AD742A5.9060209@lbl.gov> David, Some users may be referred to by transaction history of a ticket because they sent in corresponance or were the original requestor or owner. Those kind of relationships shouldn't be deleted because it will cause an error in yoiur history display. Kenn LBNL On 10/14/2009 4:57 PM, David Hobley wrote: > All, > > Having finally purged my db of deleted tickets, I am now trying to > delete the users who now have no tickets assigned to them. However > shredder is failing with rt 3.8.2: > > [root at samba sbin]# ./rt-shredder --plugin > "Users=no_tickets,1;status,any;replace_relations,Nobody;limit,5" > SQL dump file is '/opt/httpd/rt3/sbin/20091014T232306-0001.sql' > Next objects would be deleted: > RT::User-110031 object > RT::User-1080297 object > RT::User-911624 object > RT::User-352 object > RT::User-430 object > Do you want to proceed? [y/N] y > Couldn't wipeout object: Can't call method "new" on an undefined value > at /opt/httpd/rt3/sbin/../lib/RT/Transaction_Overlay.pm line 1031, > line 1. > > Anyone any ideas? > > -- > Cheers, > David > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Thu Oct 15 12:01:26 2009 From: howie at thingy.com (Howard Jones) Date: Thu, 15 Oct 2009 17:01:26 +0100 Subject: [rt-users] shredder error In-Reply-To: <4AD742A5.9060209@lbl.gov> References: <7316108.33011255564629917.JavaMail.root@mail.onegrp.com> <4AD742A5.9060209@lbl.gov> Message-ID: <4AD74756.6000904@thingy.com> On 15/10/2009 16:41, Ken Crocker wrote: > Some users may be referred to by transaction history of a ticket > because they sent in corresponance or were the original requestor or > owner. Those kind of relationships shouldn't be deleted because it > will cause an error in yoiur history display. Isn't that what replace_relations is supposed to fix? Regards, Howard From kfcrocker at lbl.gov Thu Oct 15 13:14:26 2009 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 15 Oct 2009 10:14:26 -0700 Subject: [rt-users] shredder error In-Reply-To: <4AD74756.6000904@thingy.com> References: <7316108.33011255564629917.JavaMail.root@mail.onegrp.com> <4AD742A5.9060209@lbl.gov> <4AD74756.6000904@thingy.com> Message-ID: <4AD75872.7020306@lbl.gov> Howard, I thought the "replace-relations" was for links to other tickets. If it offers an opportunity to enter a replacement User ID, then I'm sure it's OK. Kenn LBNL On 10/15/2009 9:01 AM, Howard Jones wrote: > On 15/10/2009 16:41, Ken Crocker wrote: > >> Some users may be referred to by transaction history of a ticket >> because they sent in corresponance or were the original requestor or >> owner. Those kind of relationships shouldn't be deleted because it >> will cause an error in yoiur history display. >> > Isn't that what replace_relations is supposed to fix? > > Regards, > > Howard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 sartak at bestpractical.com Thu Oct 15 13:18:14 2009 From: sartak at bestpractical.com (Shawn M Moore) Date: Thu, 15 Oct 2009 13:18:14 -0400 Subject: [rt-users] Sort dashboards in a custom or pre-defined order ? In-Reply-To: <20091015072650.GB3831@easter-eggs.com> References: <20091015072650.GB3831@easter-eggs.com> Message-ID: <20091015171814.GH8144@bestpractical.com> On Thu, Oct 15, 2009 at 09:26:50AM +0200, Emmanuel Lacour wrote: > On Wed, Oct 14, 2009 at 06:47:19PM -0400, David wrote: > > Hi, > > > > I've created several dashboards and I would like to sort them in a > > particular way (alphabetical or other). > > > > However, it seems that by default, they are sorted by creation (by > > their unique ID). > > > > there is no configuration for this, you have to modify > share/html/Dashboards/index.html: > > line like this: > > Dashboards => [sort { $a->Id <=> $b->Id } @{ $dashboards->{personal} || [] }], > > you can replace $a->Id with $a->Name for example. I just added a MassageDashboards callback to share/html/Dashboards/index.html so in future versions of RT, users will not have to edit the template. See commit 0c6959ab9ad. Shawn From john.colton at gmail.com Thu Oct 15 14:10:09 2009 From: john.colton at gmail.com (John Colton) Date: Thu, 15 Oct 2009 14:10:09 -0400 Subject: [rt-users] Saved search based on group membership Message-ID: Is there a way to create saved searches based on the group the requestor is in? I have a department with 50 people divided into a number of teams, each with a lead or a manager. At present, all tickets are created via email and go into the General queue. The help desk manager then assigns tickets to an engineer to work the ticket. However, since there are 2 support engineers and 50 users, we'd like the leads and managers to take an active role in setting priorities for the tickets their team members submit. One idea is to create queue for each team, but then we'd need a way to automatically push tickets into the right queue based on the users's group. The other idea (the one we like) is to simply create saved searches for each team which contain the usernames of the team members and show only the tickets where team members are requestors. However, we don't want to hardcode this. We have created RT groups for each team and added the right users to the right groups. Is there a way to use groups in searches? Thanks, John -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Thu Oct 15 17:09:17 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Fri, 16 Oct 2009 10:09:17 +1300 Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt In-Reply-To: References: <629A79DA-C76B-4BC7-B3ED-0ED8A083FF9E@orbisuk.com> <2CEC4B29-7FCA-4E95-B8A1-84E9B8BC0E09@orbisuk.com> <4AB16E11.8090701@bitstatement.net> Message-ID: Hi Justin, Sorry it took so long. I was on leave and then couldn't test that my scripts still worked. I have found them now and tested it all out. They are attached here. If you have any trouble please let me know. *Regards, Aaron Guise 07 838 7793 027 212 6638 aaron at guise.net.nz* On Thu, Sep 17, 2009 at 12:33 PM, Aaron Guise wrote: > I fully agree Tom, SQL Servers totally own the filesystem equivalent in > this regard. Our attachments table is huge and it would be rather difficult > to keep a track of them all and ensure every last one is backed up without > the MySQL storage system :-) > > *Regards, > Aaron Guise > 07 838 7793 > 027 212 6638 > aaron at guise.net.nz* > > > > > On Thu, Sep 17, 2009 at 11:00 AM, Tom Lahti wrote: > >> Justin Hayes wrote: >> > Thanks Aaron. I've always wondered why file attachments are stored in >> > the db at all. I'd have thought those would have been better placed out >> > in the filesystem. >> >> Egads! What if the storage database is not local to the web server? How >> will >> you perform comprehensive backups? What if your RT has a million >> attachments, >> or more? Not to mention the performance hit of using a filesystem as a >> database, especially with high concurrency at the HTTP level. >> >> I have a custom database application designed specifically to store PDFs >> in >> the database. It has 30 million documents in it, the database storage is >> over >> 4TB. The web-based front-end for it is efficient enough to saturate a >> 100MBit/sec Internet connection with a single Core-2 duo web server. When >> I >> tested this against our old filesystem version of the application, it >> outperformed the filesystem by more than 100%. Backup is done by dumping >> the >> database in chunks in a rotating schedule. Scalability can be >> accomplished >> with simple replication to additional read-only SQL servers and using a >> SQL >> relay to dispatch SQL commands in a load-balancing fashion. >> >> -- >> -- ============================ >> Tom Lahti >> BIT Statement LLC >> >> (425)251-0833 x 117 >> http://www.bitstatement.net/ >> -- ============================ >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: GrabAndInsert.zip Type: application/zip Size: 1980 bytes Desc: not available URL: From slander at hearstsc.com Thu Oct 15 17:45:37 2009 From: slander at hearstsc.com (Lander, Scott) Date: Thu, 15 Oct 2009 17:45:37 -0400 Subject: [rt-users] User 'xxxx@someother_domain.com' could not be loaded in the mail gateway Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697B197A5@RCLTEXCMS02.resource.hearstcorp.com> All, I am having a problem where many of my users can not create tickets via email. In the log file, I see: User 'xxxx at someother_domain.com' could not be loaded in the mail gateway. All of these users have different email domains then the home office (mydomain.com) does, and I wonder if that is the source of the problem? The only relevent setting I see is Set($Organization, 'mydomain.com'); My users authorize via ldap, but, that seems to be working fine. I have checked their email addresses in the ldap db, and they match what they are sending as. Any ideas? Thanks Scott ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Thu Oct 15 18:18:04 2009 From: aaron at guise.net.nz (Aaron Guise) Date: Fri, 16 Oct 2009 11:18:04 +1300 Subject: [rt-users] RT 3.8.5 : User logged out on 'simple search' or ticket creation. In-Reply-To: <4ACA1C60.5030401@ngc.com> References: <4ACA1C60.5030401@ngc.com> Message-ID: Hi, Did you complete all the actions in UPGRADING.mysql? If not then this will cause the issue that you speak of. -- Regards, Aaron On Tue, Oct 6, 2009 at 5:18 AM, Bennett, Bevan (IS) wrote: > I'm trying to upgrade my installation to 3.8.5, but early testing showed > a rather odd bug that I don't see mentioned elsewhere in the list. > > Once logged in, if a user goes to 'Simple Search', enters a numeric > search term, then presses enter, they are logged out and sent back to > the login screen. > Oddly, this does not occur if they search for a username or subject > term, or if they click the search button rather than pressing enter. > If they re-authenticate, they then go directly to the requested search > results. > This also applies to the search box on the home page, and happens reliably. > > Worse, the same thing occurs whenever a user creates a new ticket. > > Has anyone else run into this problem before? Any ideas where I could be > looking for the solution? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 anikolaev at ot.ru Fri Oct 16 02:07:58 2009 From: anikolaev at ot.ru (Alexander Nikolaev) Date: Fri, 16 Oct 2009 10:07:58 +0400 Subject: [rt-users] RT 3.8.5 : User logged out on 'simple search' or ticket creation. In-Reply-To: <4ACA1C60.5030401@ngc.com> References: <4ACA1C60.5030401@ngc.com> Message-ID: <4AD80DBE.9060106@ot.ru> Yep, something went wrong while upgrading. Make sure you've performed all the steps mentioned in upgrading.mysql Some time ago i had a similiar problem(while upgrading 3.0.12 -> 3.8.2, now i have 3.8.4) - fixed by re-creating sessions table with: CREATE TABLE `sessions` ( `id` char(32) NOT NULL, `a_session` longblob, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=utf8 Pay attention to a_session, it must be longblob. Bennett, Bevan (IS) ?????: > I'm trying to upgrade my installation to 3.8.5, but early testing showed > a rather odd bug that I don't see mentioned elsewhere in the list. > > Once logged in, if a user goes to 'Simple Search', enters a numeric > search term, then presses enter, they are logged out and sent back to > the login screen. > Oddly, this does not occur if they search for a username or subject > term, or if they click the search button rather than pressing enter. > If they re-authenticate, they then go directly to the requested search > results. > This also applies to the search box on the home page, and happens reliably. > > Worse, the same thing occurs whenever a user creates a new ticket. > > Has anyone else run into this problem before? Any ideas where I could be > looking for the solution? > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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, Alex. From jesse at bestpractical.com Fri Oct 16 11:55:26 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 16 Oct 2009 11:55:26 -0400 Subject: [rt-users] Email body makes it to RT, but RT sends blank messages to watchers In-Reply-To: <840443.90621.qm@web30303.mail.mud.yahoo.com> References: <840443.90621.qm@web30303.mail.mud.yahoo.com> Message-ID: <20091016155526.GK26008@bestpractical.com> Joseph, On Thu, Oct 15, 2009 at 08:15:36AM -0700, Joseph Spenner wrote: > I'm using 2.0.15. Before throwing me under the truck, please read since I suspect this doesn't have anything to do with the old version of RT. :) You're in luck. We traditionally prefer a bus to a truck. Unfortunately, while we _are_ able to offer RT2 support to clients, it's not something we (or I suspect anyone) will do without a financial arrangement at this point. The version of RT you are running is now 7 years and four major versions out of date. The code paths you're asking about have been rewritten several times. I'm fairly certain that you won't see the same failure with a modern RT, but if you do, I promise we'll be a lot more receptive to that bug report. Best, Jesse Vincent Best Practical From karmaflux at gmail.com Fri Oct 16 12:12:12 2009 From: karmaflux at gmail.com (Kurt H Maier) Date: Fri, 16 Oct 2009 11:12:12 -0500 Subject: [rt-users] RT sends 3 failure messages Message-ID: <1aa1410a0910160912i25b3d861ud27f0dc3a7c0d5f0@mail.gmail.com> Hi folks, We're using RT 3.6 here -- the packages from Debian lenny -- and I'm curious if there's a 'right' way to handle our situation. We authenticate users against LDAP. We've had spam problems in the past, so we don't accept tickets via e-mail unless the user has logged into the web interface and created their account ahead of time. The problem comes when an unauthenticated user attempts to create a ticket via e-mail. RT sends back three error messages, with the following subject lines: Could not load a valid user User could not be created User could not be loaded *I* understand these errors, but they're useless to the hapless end user, and I'd like to replace all three with one e-mail that explains our policies and procedures. Before I start digging around in the perl, I thought I'd check with you and see if there's a better way. Thanks for your time. -- # Kurt H Maier From Justin.Hayes at orbisuk.com Mon Oct 19 03:54:30 2009 From: Justin.Hayes at orbisuk.com (Justin Hayes) Date: Mon, 19 Oct 2009 08:54:30 +0100 Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt In-Reply-To: References: <629A79DA-C76B-4BC7-B3ED-0ED8A083FF9E@orbisuk.com> <2CEC4B29-7FCA-4E95-B8A1-84E9B8BC0E09@orbisuk.com> <4AB16E11.8090701@bitstatement.net> Message-ID: <0EEFF7A8-A292-4BF1-94F3-24C592A422D1@orbisuk.com> I didn't mean the whole attachments table. Putting that in the filesystem would be crazy. I was more talking about files you manually attach (word docs, images etc). These tend to me more throwaway for me than the text of the replies/comments themselves, and we don't have anywhere near as many.... They could just live in the filesystem in neat subdirectories and be retrieved when someone actually clicks on one to look at. Backup would be easy - just rsync/tar/other option of your choice. But as long as mysql can handle the large DB sizes then I guess it's fine where it is :D Justin On 17 Sep 2009, at 00:33, Aaron Guise wrote: > I fully agree Tom, SQL Servers totally own the filesystem > equivalent in this regard. Our attachments table is huge and it > would be rather difficult to keep a track of them all and ensure > every last one is backed up without the MySQL storage system :-) > > Regards, > Aaron Guise > 07 838 7793 > 027 212 6638 > aaron at guise.net.nz > > > > > On Thu, Sep 17, 2009 at 11:00 AM, Tom Lahti > wrote: > Justin Hayes wrote: > > Thanks Aaron. I've always wondered why file attachments are stored > in > > the db at all. I'd have thought those would have been better > placed out > > in the filesystem. > > Egads! What if the storage database is not local to the web server? > How will > you perform comprehensive backups? What if your RT has a million > attachments, > or more? Not to mention the performance hit of using a filesystem > as a > database, especially with high concurrency at the HTTP level. > > I have a custom database application designed specifically to store > PDFs in > the database. It has 30 million documents in it, the database > storage is over > 4TB. The web-based front-end for it is efficient enough to saturate a > 100MBit/sec Internet connection with a single Core-2 duo web > server. When I > tested this against our old filesystem version of the application, it > outperformed the filesystem by more than 100%. Backup is done by > dumping the > database in chunks in a rotating schedule. Scalability can be > accomplished > with simple replication to additional read-only SQL servers and > using a SQL > relay to dispatch SQL commands in a load-balancing fashion. > > -- > -- ============================ > Tom Lahti > BIT Statement LLC > > (425)251-0833 x 117 > http://www.bitstatement.net/ > -- ============================ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Justin.Hayes at orbisuk.com Mon Oct 19 03:55:30 2009 From: Justin.Hayes at orbisuk.com (Justin Hayes) Date: Mon, 19 Oct 2009 08:55:30 +0100 Subject: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt In-Reply-To: References: <629A79DA-C76B-4BC7-B3ED-0ED8A083FF9E@orbisuk.com> <2CEC4B29-7FCA-4E95-B8A1-84E9B8BC0E09@orbisuk.com> <4AB16E11.8090701@bitstatement.net> Message-ID: <3E468EF0-3412-45E5-BE1E-B7BD1FE7487D@orbisuk.com> Thanks Aaron for taking the time to dig them out. I'll take a look at them (though fingers crossed adding the binary format options to the DB dump seems to be working so far). Justin On 15 Oct 2009, at 22:09, Aaron Guise wrote: > Hi Justin, > > Sorry it took so long. I was on leave and then couldn't test that > my scripts still worked. I have found them now and tested it all > out. They are attached here. If you have any trouble please let me > know. > > Regards, > Aaron Guise > 07 838 7793 > 027 212 6638 > aaron at guise.net.nz > > > > On Thu, Sep 17, 2009 at 12:33 PM, Aaron Guise > wrote: > I fully agree Tom, SQL Servers totally own the filesystem > equivalent in this regard. Our attachments table is huge and it > would be rather difficult to keep a track of them all and ensure > every last one is backed up without the MySQL storage system :-) > > > Regards, > Aaron Guise > 07 838 7793 > 027 212 6638 > aaron at guise.net.nz > > > > > On Thu, Sep 17, 2009 at 11:00 AM, Tom Lahti > wrote: > Justin Hayes wrote: > > Thanks Aaron. I've always wondered why file attachments are stored > in > > the db at all. I'd have thought those would have been better > placed out > > in the filesystem. > > Egads! What if the storage database is not local to the web server? > How will > you perform comprehensive backups? What if your RT has a million > attachments, > or more? Not to mention the performance hit of using a filesystem > as a > database, especially with high concurrency at the HTTP level. > > I have a custom database application designed specifically to store > PDFs in > the database. It has 30 million documents in it, the database > storage is over > 4TB. The web-based front-end for it is efficient enough to saturate a > 100MBit/sec Internet connection with a single Core-2 duo web > server. When I > tested this against our old filesystem version of the application, it > outperformed the filesystem by more than 100%. Backup is done by > dumping the > database in chunks in a rotating schedule. Scalability can be > accomplished > with simple replication to additional read-only SQL servers and > using a SQL > relay to dispatch SQL commands in a load-balancing fashion. > > -- > -- ============================ > Tom Lahti > BIT Statement LLC > > (425)251-0833 x 117 > http://www.bitstatement.net/ > -- ============================ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Anne.Fradin at gipsa-lab.grenoble-inp.fr Mon Oct 19 05:04:18 2009 From: Anne.Fradin at gipsa-lab.grenoble-inp.fr (Anne Fradin) Date: Mon, 19 Oct 2009 11:04:18 +0200 Subject: [rt-users] add requestor name in Templates Message-ID: <4ADC2B92.1010200@gipsa-lab.grenoble-inp.fr> Hi, I'm using RT 3.8.4 on Debian Lenny I would like to add the requestor name in my autoreply template When I try to add : {$Ticket->Requestors->UsersObj->First->RealName} the scrips isn't executed Thanks in advance. Anne From sven.sternberger at desy.de Mon Oct 19 05:27:59 2009 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 19 Oct 2009 11:27:59 +0200 Subject: [rt-users] Email body makes it to RT, but RT sends blank messages to watchers In-Reply-To: <840443.90621.qm@web30303.mail.mud.yahoo.com> References: <840443.90621.qm@web30303.mail.mud.yahoo.com> Message-ID: <1255944479.2479.8.camel@zitpcx6759> Hi Joseph! first Jesse is absolut right, you deserved a bus ;-) On Do, 2009-10-15 at 08:15 -0700, Joseph Spenner wrote: > If anyone knows what might be causing this (ie: which tag/type/mime/), I'd appreciate the help. You don't write if the mail shows in the web-ui. If it is visible and only the resulting mail is empty it is probably something with the perl mime tools. but my advice don't waste time to fix this have a look at http://wiki.bestpractical.com/view/MigrateToNewServer regards sven From jose.fernandez at naxos-fr.net Mon Oct 19 05:48:24 2009 From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez) Date: Mon, 19 Oct 2009 11:48:24 +0200 Subject: [rt-users] How to change favicon.png? Message-ID: <1255945704.6008.21.camel@Dream.Developpement> Hello, I am looking how to change the favicon.png of RT 3.8.5. I overloaded the image in "local/html/noauth/images" but there is no change. Thank you JF. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Oct 19 05:56:39 2009 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 19 Oct 2009 11:56:39 +0200 Subject: [rt-users] How to change favicon.png? In-Reply-To: <1255945704.6008.21.camel@Dream.Developpement> References: <1255945704.6008.21.camel@Dream.Developpement> Message-ID: <20091019095638.GB4131@easter-eggs.com> On Mon, Oct 19, 2009 at 11:48:24AM +0200, jos? fernandez wrote: > Hello, > > I am looking how to change the favicon.png of RT 3.8.5. I overloaded the > image in "local/html/noauth/images" but there is no change. > you have to replace the one in share/html/NoAuth/images. to My knowledge, there is no way to overload share/html/NoAuth. From falcone at bestpractical.com Mon Oct 19 10:31:56 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 Oct 2009 10:31:56 -0400 Subject: [rt-users] add requestor name in Templates In-Reply-To: <4ADC2B92.1010200@gipsa-lab.grenoble-inp.fr> References: <4ADC2B92.1010200@gipsa-lab.grenoble-inp.fr> Message-ID: <20091019143156.GH7891@jibsheet.com> On Mon, Oct 19, 2009 at 11:04:18AM +0200, Anne Fradin wrote: > Hi, > I'm using RT 3.8.4 on Debian Lenny > > I would like to add the requestor name in my autoreply template > > When I try to add : > {$Ticket->Requestors->UsersObj->First->RealName} > the scrips isn't executed You should have errors in your log And you probably just want $Requestor->RealName, check docs/templates.pod in the tarball for the variables that are set in a template. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From fooraide at gmail.com Mon Oct 19 15:28:36 2009 From: fooraide at gmail.com (David) Date: Mon, 19 Oct 2009 15:28:36 -0400 Subject: [rt-users] Sort dashboards in a custom or pre-defined order ? Message-ID: I tried to edit a local copy (copied /share/html/Dashboards/index.html to /local/html/Dashboards/) to no avail. I tried to edit the principal copy under /share/html/Dashboards/index.html but it doesn't seem to work either. Am I doing something wrong ? Can you get sort by Name (rather than ID) to work on your end ? From ggreene at minervanetworks.com Mon Oct 19 19:48:24 2009 From: ggreene at minervanetworks.com (Gary Greene) Date: Mon, 19 Oct 2009 16:48:24 -0700 Subject: [rt-users] A few small changes I'd like to make to our RT.... Message-ID: I'm still evaluating RT for use at Minerva, and I've run into a few requests from IT staff. First, is there any way I can easily hide the comment, brief headers and full headers, and the Download links from the ticket display (both for self service and the Admin UI.) Also, I'd like if users can set the priority of the ticket, instead of IT initially so we can get an idea of how soon it will be required. Additionally, it doesn't seem that the Requestor field is being auto set, which means that tickets don't show up in the ticket owner's self service UI. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From Anne.Fradin at gipsa-lab.grenoble-inp.fr Tue Oct 20 05:10:21 2009 From: Anne.Fradin at gipsa-lab.grenoble-inp.fr (Anne Fradin) Date: Tue, 20 Oct 2009 11:10:21 +0200 Subject: [rt-users] add requestor name in Templates [Resolved] In-Reply-To: <20091019143156.GH7891@jibsheet.com> References: <4ADC2B92.1010200@gipsa-lab.grenoble-inp.fr> <20091019143156.GH7891@jibsheet.com> Message-ID: <4ADD7E7D.6090805@gipsa-lab.grenoble-inp.fr> Kevin Falcone a ?crit : > On Mon, Oct 19, 2009 at 11:04:18AM +0200, Anne Fradin wrote: > >> Hi, >> I'm using RT 3.8.4 on Debian Lenny >> >> I would like to add the requestor name in my autoreply template >> >> When I try to add : >> {$Ticket->Requestors->UsersObj->First->RealName} >> the scrips isn't executed >> > > You should have errors in your log > And you probably just want $Requestor->RealName, > check docs/templates.pod in the tarball for the variables that are > set in a template. > > -kevin > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com Hi, with {$Requestor->RealName } i've got this error : Template parsing error: Can't locate object method "RealName" via package "chaberto" (perhaps you forgot to load "chaberto"?) I find the good variables in Template_Overlay.pm : {$Ticket->Requestors->UserMembersObj->First->RealName} Thanks for your help Anne -- Anne Fradin Administration Syst?mes et R?seaux GIPSA-lab - UMR5216 961, Rue de la Houille Blanche - BP 46 38402 Saint Martin d'H?res T?l : 04.76.82.62.56 - Bureau B218 mailto:anne.fradin at gipsa-lab.grenoble-inp.fr From pjaramillo at kcp.com Tue Oct 20 08:56:50 2009 From: pjaramillo at kcp.com (pjaramillo at kcp.com) Date: Tue, 20 Oct 2009 07:56:50 -0500 Subject: [rt-users] Ticket Custom Fields Not Visible Message-ID: Okay after reading through old posts on various lists and google I am still having problems. My problem is that I have created a custom field for use in RT:IR tickets (blocks, incidents, incident reports, investigations) and it will not show up in the create ticket screen. The custom field is enabled. It is assigned to the queues. It has correct permission's. I've tried creating tickets as root and another user with the correct permission's and nothing works. Most of the responses I've read involved permission's. I have already set ShowCustomField ModifyCustomField on every user, group, system group, etc to no avail. I have also tried setting it up globally, no luck. I have tried adding it to the display columns in the advanced tab as one user suggested and nothing. I have looked at the tables in MySQL to see if there were any errors in the table or fields, no luck. I am running RT 3.8.5 with RT:IR and RT:FM. Any suggestions would be appreciated. Thanks, Paul J From eroode at barrack.com Tue Oct 20 09:36:42 2009 From: eroode at barrack.com (Roode, Eric) Date: Tue, 20 Oct 2009 09:36:42 -0400 Subject: [rt-users] Multiple "one-time cc" addresses Message-ID: <26412C18F3707C4DBBE365577A2241800584854C@MX1.barrack.com> I am sure this is a simple one, but my google-fu is weak. How do you add more than one address to the "one-time CC" field on the "Reply" page? I tried separating the addresses with spaces, but that did not work. Commas? Semicolons? Not supported? Thanks, Eric J. Roode Senior Enterprise Developer Barrack, Rodos & Bacine (215) 963-0600 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Oct 20 09:37:50 2009 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 Oct 2009 09:37:50 -0400 Subject: [rt-users] Multiple "one-time cc" addresses In-Reply-To: <26412C18F3707C4DBBE365577A2241800584854C@MX1.barrack.com> References: <26412C18F3707C4DBBE365577A2241800584854C@MX1.barrack.com> Message-ID: <20091020133749.GX26008@bestpractical.com> On Tue, Oct 20, 2009 at 09:36:42AM -0400, Roode, Eric wrote: > I am sure this is a simple one, but my google-fu is weak. > > How do you add more than one address to the "one-time CC" field on the > "Reply" page? I tried separating the addresses with spaces, but that > did not work. Commas? Semicolons? Not supported? Commas. From falcone at bestpractical.com Tue Oct 20 10:44:55 2009 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Oct 2009 10:44:55 -0400 Subject: [rt-users] [Rt-announce] RT 3.8.6 Released Message-ID: <20091020144455.GR23047@jibsheet.com> We are happy to announce that RT 3.8.6 is now available. You can download it from: http://download.bestpractical.com/pub/rt/release/rt-3.8.6.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.6.tar.gz.asc SHA1 Sums a26350016a828ab4067438f0ea9b2b97ca9026f7 rt-3.8.6.tar.gz a0a934075932bce62711073406b5fb6f5c6d4b7d rt-3.8.6.tar.gz.sig This release contains numerous bug fixes and performance enhancements, as well as a few new features. Please read UPGRADING for notes on some database changes and how to upgrade your old Custom Field Categories to the new Hierarchical system. A more complete changelog follows, but some highlighted changes: * A new Hierarchical Custom Field system * Performance improvements in the spreadsheet export With the optional Parse::BooleanLogic, we've added better support for Custom Fields in the export. * Forward all responses to a ticket, rather than just a single transaction. * Bugfixes for comboboxes and hierarchical custom fields in IE * Better error messages when unprivileged users attempt to access administrative areas. * Complete refactor of autohandler (code that handles Login) (Compatible with RT::Authen::ExternalAuth 0.08) * Performance improvements when displaying pages with many different users (ticket history, search results). * Two small memory leak fixes in the Query Builder and html parsing * Shredder bugfixes and the ability to limit shredding to users in a particular group using the member_of option * New PlainTextMono config option (display wrapped and formatted plain text attachments) that uses css to show history in a monospaced font but still force wrapping (unlike PlainTextPre) * Display fix for tickets with non-ascii characters in the Subject Thanks to everyone who helped out by voting and helping to automate the changelog creation for this release. -kevin Changelog for RT 3.8.6, generated 2009-10-19T20:05:16 If you want to explore a commit listed below, clone rt.git from github and the following command will show you more information. git log -p --grep="part of the commit message" BUGFIX ====== * Add a missing class for a div in search result to ease customize css (closes: #12807). * Fix display of emails from ShowEmailRecord (closes: #9848). - reduce left margin of body (used for non existent "nav" pane) - use overflow: auto, so long lines will not overflow, a scrollbar will appear instead. * Delete Categories when we delete CFVs We used to leave orphaned Attributes after a CustomFieldValue was deleted. Make sure we remove cruft from the Attributes table. * reconnect after inserting test data, we can loose connection * add OnCreate for EditCustomFields: sometimes we have $TicketObj->Id but we still want to create ticket, e.g. when splitting ticket * add empty rows only when we group only by Status, otherwise this code breaks table * Avoid corruping NamePrefix when passed as an argument * fix groupping by multiple fields in reports, first attempt was incorrect * Fix from youam on IRC for a 0-11/1-12 month mismatch * fix all_matches array in make clicky actions we have to build this array later when we re-match against particular regular expressions so we can capture groups from this regexp only * don't escape the html that sets wrap on the textarea Contributed by Bastian Blank and brought to our attention by the debian maintainers * Loosen up the regex that looks for signatures FCKEDitor appears to have stopped wrapping our signature-only messages in

tags and they weren't being detected as "empty" correctly. * replace OriginalHeaders with EncodedHeaders * use Encode to get canonic IANA name of an encoding * alias is required when we build report by dates For example we have Created in many tables, using it without alias is ambiguose. Thanks to Chris Loos for reporting. * Default to 0 correctly for each freeform CF input box * Improve default=0 handling for multi-freeform too * use byte length when choose between Content and LargeContent DBIx::SB truncate data using bytes (even if DB supports characters), so 255 is length in bytes and we have to use the same algorithm in RT. * Fix ticket creation to accept custom fields with value "0" * use strict in upgrade subs, fix varaible typo * it should be "@xxx = map ..." instead of "@xxx, map" * Fix russian quant logic, thanks to Max Kosmach * fixes and more debug in message catalog extractor Report if there is a string we can not parse Fix loc_left_pair * in some cases MaxValues can be undef what means 0 - unlimitted * fix regression in performace of searches by Owner.x When x is id or Name and operator is not range op then tickets should be searched using main table(tickets) instead of using long joins via CGM tables * Validate transaction customfields on comment/respond/resolve (closes: #13799) * Revert the part of 0d14f4e5a6a36597300559b8efe1716989cae61d that breaks web ticket creation with non-ascii subjects (see: #13278). We still have to fix t/web/rest-non-ascii-subject.t. * we must escape content of a CF * encode content and set charset when we build MIME::Entity * fix the z-index bug in ie7 * fix the bug that "all values in the category drop down are displayed even a category is selected" on non-firefox browsers * don't fetch defaults from TOP level arguments when you first time see Modify.html it has no CF values, you submit a change of a CF, scrips are fired and change other CFs, but you see nothing. This happened because of such defaulting, TOP level arguments are filled with old values of the CFs * init handler later otherwise it may failure plugins loading * Quiet down an error that makes the test suite go crazy * Use Test::More instead of RT::Test RT::Test clobbers database settings, and shredder really needs to use SQLite. In the future we may be more clever with making RT::Test pay attention to the test's database wishes. * Fixed a messed up migration to RT::Test * Misordering from RT::Test run * On expiry, actually delete the session rather than just autologout * Fix return value in case there is no need to upgrade subject tags scrips, so next things can be imported/created (closes: #13612) * Fix: shredder NoStorage error message display escaped html * Run the Config checks in standalone too * Fix "whitespace" check in regex * show "403: Forbidden" under /Admin/ when user has no right This is controlled by ShowConfigTab right. Add tests for this right. * don't show link to admin user if the current user has no ShowConfigTab * Fix loc() calls so errors are less explodey * fix small memory leak in the Query Builder * last_ticket in RT::Test * Set RT_SITE_CONFIG env var for mod_perl tests so it uses the right configuration file and so ... the right db_name * Fix capturing group in regex * Whitespace fixes Align tabs, and use space instead of tags in echo (otherwise copy-and-paste in terminals can fail) * Fix rollup() function to always generate valid ids Occasionally an id would contain = and this would break titlebox rollups when revisiting a ticket display page * fix memory leaks Caused by requirement to manually destroy HTML::TreeBuilder objects. * Convert to the cldr methods for LocalizedDateTime DateTime::Locale 0.44 declared the strftime methods deprecated but there is a bug in 0.44 in the cldr->strftime conversion DOCUMENTATION ============= * fix doc * Add some documentation * adjust doc a little * split ForwardTransaction into ForwardTicket and SendForward * Clarify ForwardTicket's documentation * fix doc typo * Fix name of method in POD * Doc consistency fixes * Content and typo fix for Comment method The POD for the "Comment" method in RT::Ticket_Overlay incorrectly states that it takes a Hashref. The Comment method takes a Hash. * Describe upgrade process for hierarchical CFs FEATURE ======= * add bootstrap_config function get rid of $existing_server and RT_TEST_SERVER * Highlight "today" in calendar popup (closes: #12918). * implement bootstrap_plugins so plugins' tests can better overload * add request_path to the RT's mason request sub-class * add SetupGroupings method in RT::Report::Tickets class to avoid code duplication and extend to make it possible to group by multiple columns * Added a list of other folks who've been CCed on this ticket to the 'addwatchers' page * Make the "Input must match" CF messages cssable * AdminCcs should get attachments on Comments * watchers of deleted tickets could be shredded when no_tickets=1 This is questionable, but may be there is a reason why these deleted tickets are still there. Document it very precisly. Clarify other questionable parts. * add option member_of in the Users shredder plugin * register forward in actions * get rid of PrincipalObj call where it's possible before calling HasMember PrincipalObj can generate a SQL query when HasMember works just fine with principal's id. * Allow ShowCustomFields to be called with a CustomFields object * Allow you to turn off the table wrapping the Custom Field display * Give Transactions ACLEquivalenceObjects This only works for Ticket Transaction Custom fields and returns the Ticket and the Queue so people who are Requestors of a Ticket can see Transaction Custom Fields. * add new classification of a SQL operator In some cases we need to know is operator is a range one: >, <, >= or <=. * add #loc things in the config * Add BasedOn attribute to CustomFields * Admin UI for chained custom fields * Support for pre_separator * add PlainTextMono option * make it possible to use Web* in LinkValueTo For self-referencing linking of CF values it's important to be able to use __WebPath__ in the template * add Init callback * Display for chained custom fields * add ProcessColumnMapValue function * allow sorting by CFs by clicking on header * Add upgrade script * add PlainTextWhiteSpace option * Smash PlainTextWhiteSpace into PlainTextMono Most people are going to want either true 

 blocks
   or pre blocks that wrap (which PlainTextMono does).
 * apply batched scrips manually on modify
   1) as custom fields have context so the objects can hold reference
   to a ticket. In this case batch is not applied by undefining
   2) on display.html we don't need this as we use redirect
 * implement PossibleCustomFields using Parse::BooleanLogic
 * config for testing RT with apache 2.2 and mod_perl
 * refactor ::Test so we can start more servers, for example apache
   now we can start apache + mod_perl, but we can not stop it
   properly, yet. other servers and configurations is easy to
   add.
 * We've had an API for getting writable attributes on a record for years.
   let's use it
 * show custom fields on user's preferences page
 * make it possible to really run tests under mod_perl
 * Use the user's search preferences for number of dashboard rows
 * Allow templates test configurations to have multiple patterns per line
 * Add support for fastcgi tests
 * Apache tests: allow to specify httpd server root has envvar (HTTPD_ROOT)
   (usefull under debian where apache is compiled with an empty server_root)
 * Split forwarding templates
   Forward - for transactions
   Forward Ticket - for whole tickets
 * Add the Forward Ticket template on upgrade

MINOR
=====
 * Typo.
 * Fix display problem with non ascii headers in forwarded emails.
    We forward OriginalContent, which uses OriginalEncoding, but we forward Headers
    for this content as recorded by RT i.e. always using UTF-8. If content is text
    and uses different encoding than UTF-8, display in MUA is broken.
    So this patch encode headers as RFC 2047 to make sure MUA can read them.
 * Remove useless file (only Helpers/CalPopup.html is used).
 * tweak the strategy of finding data/gnupg/keys dir
 * tiny fix
 * tiny clean
 * don't print from handle on insert into DB, we can mess up TAP parser
 * update tests, mostly use RT::Test tests => ... to replace Test::More test => ...
 * remove extra ;
 * miner tests fix
 * warning fix
 * we should give test script a chance to plan tests by itself even after use RT::Test: use RT::Test tests => 'no_declare' will do this
 * pass id around on paging
 * use $m->request_path instead of $m->request_comp->path
 * move handling of HomeRefreshInterval from index.html to autohandler
 * Pass to Header the value of Refresh during dashboard render
 * Collect the value of HomeRefreshInterval and stick it into the session
 * Revert "Collect the value of HomeRefreshInterval and stick it into the session"
   Ruslan already improved this to happen for all pages.
 * Check config for refresh interval
 * ignore things generated after running configure
 * Typo in a config file
 * Ignore t/data/gnupg/keyrings/random_seed
 * Add dashboard ID as a comment
 * Minor typo fix
 * IE6 stylesheet fix for closed titleboxes from Eynat Nirmishor
 * Spell check
 * Display username in user-preferred format in ShowTransaction
       Patch by Guy Antony Halse [rt3.fsck.com #13705]
 * use Encode to find IANA name in Ticket/Attachment/dhandler
 * use EncodedHeaders when show an attachment with headers
 * factor out EncodeToMIME from SendEmail action into RT::Interface::Email
 * $foo =~ '^new$' is pretty ugly, replace with $foo eq 'new'
 * ContentAsMIME into transactions
 * limit when user has no rights
 * heh, in RT::I::Email everything else is a function
 * change web ui according to new API
 * update initial data
 * delete Privileged check from ShowUserConcise
   This check can cause at least two SQL queries what is not desirable
   in such often called component
 * POD whitespace fixes
 * Tweaks to Forward template
   Improve flow of the sentence and fix a spacing issue when forwarding
   a transaction
 * stick to one join when range operators are used on CFs
   CF.X > 'A' AND CF.X < 'B' should use one join
 * change layout a little bit to make loc_pair parsable
 * re-extract message catalogs
 * Ignore some RT4 junk
 * refactor schema intialization for tests
   some extensions may not have schema, ACLs or data, avoid errors
   and some annoying warnings
 * Specifying the width means we truncate values
   Not specifying a width seems to work on Safari, FF, IE(678).
   We end up with an "appropriately large" dropdown
 * Make rt-test-dependencies easier to cut and paste.
   Submitted by: Leon Brocard
 * Minor indent fixups
 * switch over ProcessColumnMapValue in important places
 * merge together repeated code, handle empty column better
   Just merge allowed qualifiers together in one regexp.
   When column was empty we returned '____' instead of empty
 * fix some typos I made during implementing sorting by CF
 * Remove hint from categories, caused by copy-and-paste mistake
 * Unify codepaths for setting BasedOn
 * add 'make snapshot' target
 * Shorten hash in snapshot, and refactor pathname out
 * fix CF sorting by clicking on header
   Last argument is subkey (CF name) when first one is full specification
 * Allow hiding the Edit link in ShowSearch
 * Don't show edit links for searches in mailed dashboards
 * don't tie Query Builder's css to the comp
   Query builder should be embedable and RTIR actually
   embeds it, but with old css we have to copy styles
   multiple times in RTIR
 * Ignore site_config.yml from RT4
 * refactor ParseFormat
   * allow users to define leading attribute. When a column consist of
     multiple properties of a record then user can use attribute
     to choose sorting by and other properties
   * don't set title if it's not defined using /TITLE:..., so later
     we can distinguish different situations
   * define last_attribute
 * fix defining colspan in format
   space was never added right before colspan attribute
 * refactor the way we render title of columns
   if title parsed from format is not defined only then we
   use column map to generate title
 * refactor rows rendering in result sets, return back performance
   * if align, style or span is not set via format string only then
     we lookup in column map and only once using attribute or
     last_attribute
   * use column map cache we have
 * fix some typos in recent changes
 * BasedOnObj can return undef
 * grep unique values when displaying columns selector
   When a setup has multiple CFs with the same name, we
   should show only one.
 * localize $@ as we don't re-throw error and log instead
 * check argument, helps debug problems
 * disable  cf values-complete so it will not submit
 * typo fix
 * show cf values-complete only if we have categories
 * Use `git describe --tags` as the name of the snapshot
 * fix missing comma
 * Make this a more comprehensible description
 * fix newline and nbsp in format strings
 * Use proper label for submit button (update/create) for queue level template creations.
 * Refactor to not use /Elements/EditCustomField, but save O(n) queries
 * typo fix
 * Net::Server includes Net::Server::PreFork
 * pass more data into a callback
 * allow developers to manually apply scrips batch staged
   In some case we can not track all references to a ticket,
   but really want to apply batched scrips
 * improve performance of Results.tsv
 * delete rt- prefix from snapshots as it's already there
 * process web server config within configure
 * don't sort values as we stack them differently anyway
 * use explicit batch application in more modify pages
 * typo fix
 * Remove duplicate test plans
 * Working to refactor the autohandler to be more maintainable
 * Test fix for shredder
 * warnings avoidance in LinearEscalate.pm
 * Move a "deleted this record" notification from warning to info
 * Quiet down some warnings in TXNBatch processing
 * drop a warning about rights that should only be hit in dev down from crit to error
 * unfolding lines for ease of refactoring
 * Extract the logic for "show the page the user requested" out into its own function in the Interface library
 * Tidying
 * extract noauth page rendering to a function
 * Extract out the installmode dispatch code into Interface/Web.pm
 * whitespace
 * Start specifying exact page on all the autohandler callbacks so we can safely move them
 * removed inappropriate diag output
 * Extract the "ExternalAuth" part of the autohandler into a function
 * remove whitespace
 * Extract Password authentication from the autohandler
 * Autohandler reordering for sanity
 * remove a comment that was no longer accurate
 * Moved the meat of SetupSessionCookie into the libraries
 * Split loading and saving of session cookies in two
 * Now we have na InstantiateNewSession function
 * UTF8 filtering now operates directly on the reference
 * remove an obvious comment
 * Typo fix for ruslan
 * Move most of the autohandler logic into Interface::Web
 * retab, refactor, no functionality changes
 * SaveSessionCookie updated to SendSessionCookie
 * Fresh clean sessions at login
 * Perltidy
 * Refactor MaybeShowInstallModePage to bail early
 * Refactor MaybeShowNoAuthPage to bail early
 * Make indirect object notation die
 * After calling $m->comp in autohandler, we should always abort
 * Use _UserLoggedIn() abstraction in a couple more places
 * Move comment to appropriate place
 * Remove unreachable statement
 * Note unreachable codepath
 * Whitespace shifts
 * $m isn't defined here, use the full name
 * Revert "$m isn't defined here, use the full name"
   This reverts commit 6e1ef3b754af78f63c7ea1c2898b0dee59e661e7.
 * better fix for missing $m
 * Specify libpath so if you have an installed RT that loads plugins,
   recreating the database doesn't die
 * Remove checks for .svn dirs now that code is in git
 * Remove old and incorrect releng.cnf
 * Remove useless link to "man rt-mailgate" (closes: #13846)
 * Make ShowRequestor boxes use same fonts style/size for keys/values as other boxes (closes: #13698).
   (thanks to Christian Loos)
 * Ignore generated apache2.2+mod_perl conf file
 * Fix up broken test lines
 * Ignore  t/data/configs/apache2.2+mod_perl.conf
 * Revert "Ignore  t/data/configs/apache2.2+mod_perl.conf"
   This reverts commit 5b7b5d2d1f65e7d19c32fe6d4d72f57c20b4cbc4.
   Alex got to it first :)
 * Warn when people have a space in their Organization
 * Remove debugging statement
 * protect our exit code in END block before calling functions
 * Add information in shredder command line output about count of object that could be deleted
 * rearrange RT::Test a little
   we had find_executable that duplicates find_bin
 * use RT::Test->last_ticket
 * move functions around in RT::Test
 * Apache tests: better handle builtin modules, sometimes spelled with "mod_" prefix
 * Init $Handler after RT::Init in mason_handler scripts as in webmux.pl $Handler
   init is now in handler method which is called only under mod_perl (closes: #13920)
 * tests, check that API results match UI
 * there is no point in aborting request at the bottom of Footer
 * Allow callers to provide a currentuser or user to RT::Test->last_ticket
 * Rename this so we can substitute in proper libs and perl
 * configurify the cf split upgrade script
   Add in the correct perl and lib paths
 * ignore generated conf file
 * Allow specific CFs to be skipped
 * When downloading message with headers, try to add charset information to
    content_type so the raw message is displayed correctly in browser.
 * Properly MIME encode (RFC 2047) headers of forwarded messages, so for example
    non ascii subject are properly displayed in MUA.
 * Fix encoding differences between attachment content and headers when
    downloading attachments with headers.
    - $AttachmentsObj->Headers is always UTF-8 as it's converted when saved to DB,
      and it has utf8 flag on
    - $AttachmentsObj->OriginalContent is in the original encoding and has utf8
      flag off
    so this patch adds an Attachment::OriginalHeaders method.
 * Add new WebExternalAuthContinuous option and restore previous behavior
 * Fold in changes from launchpad and re-extract message catalog
 * typo
 * TODO this test until we have a solution
 * make dependency on Parse::BooleanLogic optional
 * t/web/config_tab_right.t will fail without the newest HSSM
 * fix web/basic.t test
 * missing ; breaks the RT_SiteConfig generated by this test
 * Document bugfixes in the LocalizedDateTime API for upgraders
 * Bump version to 3.8.6rc1
 * Fix dependency
   (cherry picked from commit e59e81974bfe584db371e166f0f59e5949bb40c2)

TRANSLATION
===========
 * fix localization of pie charts
   labels for pie charts were not properly localized because of dash
 * updates for Ru translation from Max Kosmach
 * ru.po and rt.pot fixes from Max Kosmach
 * add TimeLeftAsString to be consistent with other time fields
   Thanks to Max Kosmach for the patch

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From kfcrocker at lbl.gov  Tue Oct 20 12:53:24 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 20 Oct 2009 09:53:24 -0700
Subject: [rt-users] Ticket Custom Fields Not Visible
In-Reply-To: 
References: 
Message-ID: <4ADDEB04.5020004@lbl.gov>

pjarmillo,

You actually granted the rights at both the user AND group level? Hmm, 
if all users are in some sort of group, you shouldn't do that because 
you might lose track of what maintenance you do. I recommend leaving 
users alone and just grant at the group level. You might run into a 
problem removing a permission from a group but the user retains it and 
then you'll have a debug problem.
Now, as to your problem, I'm not sure how 3.8.x does it, but in 3.6.4, 
which I have has Custom Field rights in two areas; 1) when you navigate 
to Configuration->Global->Group Rights and   2) Configuration->Custom 
Fields->"Select Field->Group Rights. If you did the first (in 3.6) set, 
then that won't get the job done. You HAVE to grant "SeeCustomField" 
using the second navigation in order to "See" them and 
"ModifyCustomField" if you want them to enter/select values. Hope this 
helps.

Kenn
LBNL

On 10/20/2009 5:56 AM, pjaramillo at kcp.com wrote:
> Okay after reading through old posts on various lists and google I am 
> still having problems.
>
> My problem is that I have created a custom field for use in RT:IR tickets 
> (blocks, incidents, incident reports, investigations) and it will not show 
> up in the create ticket screen.
>
> The custom field is enabled. It is assigned to the queues. It has correct 
> permission's.
>
> I've tried creating tickets as root and another user with the correct 
> permission's and nothing works.
>
> Most of the responses I've read involved permission's. I have already set 
> ShowCustomField ModifyCustomField on every user, group, system group, etc 
> to no avail.
>
> I have also tried setting it up globally, no luck.
>
> I have tried adding it to the display columns in the advanced tab as one 
> user suggested and nothing.
>
> I have looked at the tables in MySQL to see if there were any errors in 
> the table or fields, no luck.
>
> I am running RT 3.8.5 with RT:IR and RT:FM.
>
> Any suggestions would be appreciated.
>
>
> 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
>
>   


From pjaramillo at kcp.com  Tue Oct 20 13:50:12 2009
From: pjaramillo at kcp.com (pjaramillo at kcp.com)
Date: Tue, 20 Oct 2009 12:50:12 -0500
Subject: [rt-users] Ticket Custom Fields Not Visible
In-Reply-To: <4ADDEB04.5020004@lbl.gov>
References: 
	<4ADDEB04.5020004@lbl.gov>
Message-ID: 

Ken,
I actually work for the DoE at KCP. Good to see others are using RT 
successfully. Me on the other hand, not so successful and I'm getting to 
the point of looking at another product.

My initial configuration was strictly group based, however due to this 
problem I experimented with every permutation of permission possible. I 
have since rolled back to just group based permissions.

Both SeeCustomField and ModifyCustomField are already granted to the 
correct user-defined groups.
The custom field itself is already applied to the correct Queues.

Does 3.8.5 just not work? Below is the actual custom field information. 
Yes I know the regex is lame, its a starting point.

Custom Field

Name: _RTIR_Domain
Description: Domains for RTIR queues
Type: Enter multiple values
Applies to: Tickets
Validation: (?#DOMAIN)^.*\.[a-z]{2,3}$
Link values to:
Include page:
Enabled Checked

Thanks,
Paul J




From:
Ken Crocker 
To:
pjaramillo at kcp.com
Cc:
rt-users at lists.bestpractical.com
Date:
10/20/2009 11:53 AM
Subject:
Re: [rt-users] Ticket Custom Fields Not Visible



pjarmillo,

You actually granted the rights at both the user AND group level? Hmm, 
if all users are in some sort of group, you shouldn't do that because 
you might lose track of what maintenance you do. I recommend leaving 
users alone and just grant at the group level. You might run into a 
problem removing a permission from a group but the user retains it and 
then you'll have a debug problem.
Now, as to your problem, I'm not sure how 3.8.x does it, but in 3.6.4, 
which I have has Custom Field rights in two areas; 1) when you navigate 
to Configuration->Global->Group Rights and   2) Configuration->Custom 
Fields->"Select Field->Group Rights. If you did the first (in 3.6) set, 
then that won't get the job done. You HAVE to grant "SeeCustomField" 
using the second navigation in order to "See" them and 
"ModifyCustomField" if you want them to enter/select values. Hope this 
helps.

Kenn
LBNL

On 10/20/2009 5:56 AM, pjaramillo at kcp.com wrote:
> Okay after reading through old posts on various lists and google I am 
> still having problems.
>
> My problem is that I have created a custom field for use in RT:IR 
tickets 
> (blocks, incidents, incident reports, investigations) and it will not 
show 
> up in the create ticket screen.
>
> The custom field is enabled. It is assigned to the queues. It has 
correct 
> permission's.
>
> I've tried creating tickets as root and another user with the correct 
> permission's and nothing works.
>
> Most of the responses I've read involved permission's. I have already 
set 
> ShowCustomField ModifyCustomField on every user, group, system group, 
etc 
> to no avail.
>
> I have also tried setting it up globally, no luck.
>
> I have tried adding it to the display columns in the advanced tab as one 

> user suggested and nothing.
>
> I have looked at the tables in MySQL to see if there were any errors in 
> the table or fields, no luck.
>
> I am running RT 3.8.5 with RT:IR and RT:FM.
>
> Any suggestions would be appreciated.
>
>
> 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
>
> 





From falcone at bestpractical.com  Tue Oct 20 13:58:28 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 20 Oct 2009 13:58:28 -0400
Subject: [rt-users] Ticket Custom Fields Not Visible
In-Reply-To: 
References: 
	<4ADDEB04.5020004@lbl.gov>
	
Message-ID: <20091020175828.GA47092@jibsheet.com>

On Tue, Oct 20, 2009 at 12:50:12PM -0500, pjaramillo at kcp.com wrote:
> Ken,
> I actually work for the DoE at KCP. Good to see others are using RT 
> successfully. Me on the other hand, not so successful and I'm getting to 
> the point of looking at another product.
> 
> My initial configuration was strictly group based, however due to this 
> problem I experimented with every permutation of permission possible. I 
> have since rolled back to just group based permissions.
> 
> Both SeeCustomField and ModifyCustomField are already granted to the 
> correct user-defined groups.
> The custom field itself is already applied to the correct Queues.
> 
> Does 3.8.5 just not work? Below is the actual custom field information. 
> Yes I know the regex is lame, its a starting point.
> 
> Custom Field
> 
> Name: _RTIR_Domain

Paul

Don't do that.  _RTIR_ is a prefix that RTIR uses for internal custom
fields.  Try just calling it Domain.

-kevin

> Description: Domains for RTIR queues
> Type: Enter multiple values
> Applies to: Tickets
> Validation: (?#DOMAIN)^.*\.[a-z]{2,3}$
> Link values to:
> Include page:
> Enabled Checked
> 
> Thanks,
> Paul J
> 
> 
> 
> 
> From:
> Ken Crocker 
> To:
> pjaramillo at kcp.com
> Cc:
> rt-users at lists.bestpractical.com
> Date:
> 10/20/2009 11:53 AM
> Subject:
> Re: [rt-users] Ticket Custom Fields Not Visible
> 
> 
> 
> pjarmillo,
> 
> You actually granted the rights at both the user AND group level? Hmm, 
> if all users are in some sort of group, you shouldn't do that because 
> you might lose track of what maintenance you do. I recommend leaving 
> users alone and just grant at the group level. You might run into a 
> problem removing a permission from a group but the user retains it and 
> then you'll have a debug problem.
> Now, as to your problem, I'm not sure how 3.8.x does it, but in 3.6.4, 
> which I have has Custom Field rights in two areas; 1) when you navigate 
> to Configuration->Global->Group Rights and   2) Configuration->Custom 
> Fields->"Select Field->Group Rights. If you did the first (in 3.6) set, 
> then that won't get the job done. You HAVE to grant "SeeCustomField" 
> using the second navigation in order to "See" them and 
> "ModifyCustomField" if you want them to enter/select values. Hope this 
> helps.
> 
> Kenn
> LBNL
> 
> On 10/20/2009 5:56 AM, pjaramillo at kcp.com wrote:
> > Okay after reading through old posts on various lists and google I am 
> > still having problems.
> >
> > My problem is that I have created a custom field for use in RT:IR 
> tickets 
> > (blocks, incidents, incident reports, investigations) and it will not 
> show 
> > up in the create ticket screen.
> >
> > The custom field is enabled. It is assigned to the queues. It has 
> correct 
> > permission's.
> >
> > I've tried creating tickets as root and another user with the correct 
> > permission's and nothing works.
> >
> > Most of the responses I've read involved permission's. I have already 
> set 
> > ShowCustomField ModifyCustomField on every user, group, system group, 
> etc 
> > to no avail.
> >
> > I have also tried setting it up globally, no luck.
> >
> > I have tried adding it to the display columns in the advanced tab as one 
> 
> > user suggested and nothing.
> >
> > I have looked at the tables in MySQL to see if there were any errors in 
> > the table or fields, no luck.
> >
> > I am running RT 3.8.5 with RT:IR and RT:FM.
> >
> > Any suggestions would be appreciated.
> >
> >
> > 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
> >
> > 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
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From ggreene at minervanetworks.com  Tue Oct 20 14:09:40 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 20 Oct 2009 11:09:40 -0700
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: 
Message-ID: 

On 10/19/09 4:48 PM, "Gary Greene"  wrote:
> I'm still evaluating RT for use at Minerva, and I've run into a few requests
> from IT staff. First, is there any way I can easily hide the comment, brief
> headers and full headers, and the Download links from the ticket display
> (both for self service and the Admin UI.) Also, I'd like if users can set
> the priority of the ticket, instead of IT initially so we can get an idea of
> how soon it will be required. Additionally, it doesn't seem that the
> Requestor field is being auto set, which means that tickets don't show up in
> the ticket owner's self service UI.

Some more information since I last posted this....

I've gotten the Forwarding feature disabled as requested by my staff, but I
still cannot seem to turn off the Comment, Full Headers, and Download links.
We still need a way that our users can set the priority since we have a
small IT staff and having a Queue Manager isn't an option.

This is with RT 3.8.1. Thanks.

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



From slander at hearstsc.com  Tue Oct 20 13:57:52 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Tue, 20 Oct 2009 13:57:52 -0400
Subject: [rt-users] Ticket Custom Fields Not Visible
In-Reply-To: 
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19BB1@RCLTEXCMS02.resource.hearstcorp.com>

Paul,

    I was having problems finding the permissions I needed awhile aback.  I finally went to configuration  -> Global -> User Rights, and just selected everything for a single user.    If that user still can't see what it is you are looking fro, then it probably isn't a permission problem!    If the user can, then start removing rights.    For me, I found I needed ModifySelf, when I REALLY didn't want to grant that right....




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of pjaramillo at kcp.com
Sent: Tuesday, October 20, 2009 1:50 PM
To: Ken Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket Custom Fields Not Visible

Ken,
I actually work for the DoE at KCP. Good to see others are using RT successfully. Me on the other hand, not so successful and I'm getting to the point of looking at another product.

My initial configuration was strictly group based, however due to this problem I experimented with every permutation of permission possible. I have since rolled back to just group based permissions.

Both SeeCustomField and ModifyCustomField are already granted to the correct user-defined groups.
The custom field itself is already applied to the correct Queues.

Does 3.8.5 just not work? Below is the actual custom field information.
Yes I know the regex is lame, its a starting point.

Custom Field

Name: _RTIR_Domain
Description: Domains for RTIR queues
Type: Enter multiple values
Applies to: Tickets
Validation: (?#DOMAIN)^.*\.[a-z]{2,3}$
Link values to:
Include page:
Enabled Checked

Thanks,
Paul J




From:
Ken Crocker 
To:
pjaramillo at kcp.com
Cc:
rt-users at lists.bestpractical.com
Date:
10/20/2009 11:53 AM
Subject:
Re: [rt-users] Ticket Custom Fields Not Visible



pjarmillo,

You actually granted the rights at both the user AND group level? Hmm, if all users are in some sort of group, you shouldn't do that because you might lose track of what maintenance you do. I recommend leaving users alone and just grant at the group level. You might run into a problem removing a permission from a group but the user retains it and then you'll have a debug problem.
Now, as to your problem, I'm not sure how 3.8.x does it, but in 3.6.4, which I have has Custom Field rights in two areas; 1) when you navigate
to Configuration->Global->Group Rights and   2) Configuration->Custom
Fields->"Select Field->Group Rights. If you did the first (in 3.6) set,
then that won't get the job done. You HAVE to grant "SeeCustomField"
using the second navigation in order to "See" them and "ModifyCustomField" if you want them to enter/select values. Hope this helps.

Kenn
LBNL

On 10/20/2009 5:56 AM, pjaramillo at kcp.com wrote:
> Okay after reading through old posts on various lists and google I am
> still having problems.
>
> My problem is that I have created a custom field for use in RT:IR
tickets
> (blocks, incidents, incident reports, investigations) and it will not
show
> up in the create ticket screen.
>
> The custom field is enabled. It is assigned to the queues. It has
correct
> permission's.
>
> I've tried creating tickets as root and another user with the correct
> permission's and nothing works.
>
> Most of the responses I've read involved permission's. I have already
set
> ShowCustomField ModifyCustomField on every user, group, system group,
etc
> to no avail.
>
> I have also tried setting it up globally, no luck.
>
> I have tried adding it to the display columns in the advanced tab as
> one

> user suggested and nothing.
>
> I have looked at the tables in MySQL to see if there were any errors
> in the table or fields, no luck.
>
> I am running RT 3.8.5 with RT:IR and RT:FM.
>
> Any suggestions would be appreciated.
>
>
> 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
>
>



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

Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From slander at hearstsc.com  Tue Oct 20 14:21:58 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Tue, 20 Oct 2009 14:21:58 -0400
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: 
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19BCC@RCLTEXCMS02.resource.hearstcorp.com>

 Sounds like you want to turn off at least "ShowTicketComments" and "ShowOutgoingEmail".
You might currently have them turned on in Configuration->Group Rights.
For Unpriviledged Users, you might only want CreateTicket, ShowTicket, and maybe ModifyCustomField, SeeCustomField, and no rights at all assigned for "Everyone".   Obviously, this is not right for everyone, but, it might be a starting point for you.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Greene
Sent: Tuesday, October 20, 2009 2:10 PM
To: Gary Greene; RT Users
Subject: Re: [rt-users] A few small changes I'd like to make to our RT....

On 10/19/09 4:48 PM, "Gary Greene"  wrote:
> I'm still evaluating RT for use at Minerva, and I've run into a few
> requests from IT staff. First, is there any way I can easily hide the
> comment, brief headers and full headers, and the Download links from
> the ticket display (both for self service and the Admin UI.) Also, I'd
> like if users can set the priority of the ticket, instead of IT
> initially so we can get an idea of how soon it will be required.
> Additionally, it doesn't seem that the Requestor field is being auto
> set, which means that tickets don't show up in the ticket owner's self service UI.

Some more information since I last posted this....

I've gotten the Forwarding feature disabled as requested by my staff, but I still cannot seem to turn off the Comment, Full Headers, and Download links.
We still need a way that our users can set the priority since we have a small IT staff and having a Queue Manager isn't an option.

This is with RT 3.8.1. Thanks.

--
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.
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From ggreene at minervanetworks.com  Tue Oct 20 14:27:48 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 20 Oct 2009 11:27:48 -0700
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19BCC@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: 

On 10/20/09 11:21 AM, "Lander, Scott"  wrote:
>  Sounds like you want to turn off at least "ShowTicketComments" and
> "ShowOutgoingEmail".
> You might currently have them turned on in Configuration->Group Rights.
> For Unpriviledged Users, you might only want CreateTicket, ShowTicket, and
> maybe ModifyCustomField, SeeCustomField, and no rights at all assigned for
> "Everyone".   Obviously, this is not right for everyone, but, it might be a
> starting point for you.

I've already done that. It doesn't seem to be honouring the
ShowTicketComments right however. Once I'd disabled the ShowOutgoingEmail,
that worked as expected, and I've also turned off Forwarding, but I've still
those small issues remaining with Comments, Headers, and Download on plain
text emails. (I can understand having the download link for non-text
attachments, such as DOC or XLS files, but for the plain text body, it's a
little silly, imo.)

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



From kfcrocker at lbl.gov  Tue Oct 20 15:19:44 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 20 Oct 2009 12:19:44 -0700
Subject: [rt-users] Ticket Custom Fields Not Visible
In-Reply-To: 
References: 
	<4ADDEB04.5020004@lbl.gov>
	
Message-ID: <4ADE0D50.2010202@lbl.gov>

pjaramillo,

I have created several sets of documentation for us here, from a User 
guide to a Queue manager guide, glossary, permissions guide, perl scrips 
to automatically update Custom Fields when a ticket undergoes certain 
changes, etc. We can take this offline if you'd like and I'll be glad to 
show you how we work it. RT works great for us. We have a Review & 
Approval flow as well as a QA workFlow ( we like our own better than the 
RT one). Let me know.

Kenn
LBNL

On 10/20/2009 10:50 AM, pjaramillo at kcp.com wrote:
> Ken,
> I actually work for the DoE at KCP. Good to see others are using RT 
> successfully. Me on the other hand, not so successful and I'm getting to 
> the point of looking at another product.
>
> My initial configuration was strictly group based, however due to this 
> problem I experimented with every permutation of permission possible. I 
> have since rolled back to just group based permissions.
>
> Both SeeCustomField and ModifyCustomField are already granted to the 
> correct user-defined groups.
> The custom field itself is already applied to the correct Queues.
>
> Does 3.8.5 just not work? Below is the actual custom field information. 
> Yes I know the regex is lame, its a starting point.
>
> Custom Field
>
> Name: _RTIR_Domain
> Description: Domains for RTIR queues
> Type: Enter multiple values
> Applies to: Tickets
> Validation: (?#DOMAIN)^.*\.[a-z]{2,3}$
> Link values to:
> Include page:
> Enabled Checked
>
> Thanks,
> Paul J
>
>
>
>
> From:
> Ken Crocker 
> To:
> pjaramillo at kcp.com
> Cc:
> rt-users at lists.bestpractical.com
> Date:
> 10/20/2009 11:53 AM
> Subject:
> Re: [rt-users] Ticket Custom Fields Not Visible
>
>
>
> pjarmillo,
>
> You actually granted the rights at both the user AND group level? Hmm, 
> if all users are in some sort of group, you shouldn't do that because 
> you might lose track of what maintenance you do. I recommend leaving 
> users alone and just grant at the group level. You might run into a 
> problem removing a permission from a group but the user retains it and 
> then you'll have a debug problem.
> Now, as to your problem, I'm not sure how 3.8.x does it, but in 3.6.4, 
> which I have has Custom Field rights in two areas; 1) when you navigate 
> to Configuration->Global->Group Rights and   2) Configuration->Custom 
> Fields->"Select Field->Group Rights. If you did the first (in 3.6) set, 
> then that won't get the job done. You HAVE to grant "SeeCustomField" 
> using the second navigation in order to "See" them and 
> "ModifyCustomField" if you want them to enter/select values. Hope this 
> helps.
>
> Kenn
> LBNL
>
> On 10/20/2009 5:56 AM, pjaramillo at kcp.com wrote:
>   
>> Okay after reading through old posts on various lists and google I am 
>> still having problems.
>>
>> My problem is that I have created a custom field for use in RT:IR 
>>     
> tickets 
>   
>> (blocks, incidents, incident reports, investigations) and it will not 
>>     
> show 
>   
>> up in the create ticket screen.
>>
>> The custom field is enabled. It is assigned to the queues. It has 
>>     
> correct 
>   
>> permission's.
>>
>> I've tried creating tickets as root and another user with the correct 
>> permission's and nothing works.
>>
>> Most of the responses I've read involved permission's. I have already 
>>     
> set 
>   
>> ShowCustomField ModifyCustomField on every user, group, system group, 
>>     
> etc 
>   
>> to no avail.
>>
>> I have also tried setting it up globally, no luck.
>>
>> I have tried adding it to the display columns in the advanced tab as one 
>>     
>
>   
>> user suggested and nothing.
>>
>> I have looked at the tables in MySQL to see if there were any errors in 
>> the table or fields, no luck.
>>
>> I am running RT 3.8.5 with RT:IR and RT:FM.
>>
>> Any suggestions would be appreciated.
>>
>>
>> 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
>>
>>
>>     
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jnhayart at nordnet.Fr  Tue Oct 20 16:33:58 2009
From: jnhayart at nordnet.Fr (Jean-Noel HAYART)
Date: Tue, 20 Oct 2009 22:33:58 +0200
Subject: [rt-users] Ldap and User Troubleshooting
In-Reply-To: <4ADE0D50.2010202@lbl.gov>
References: <4ADDEB04.5020004@lbl.gov>
	<4ADE0D50.2010202@lbl.gov>
Message-ID: 

Hi all
 
i want to use RT with our Ldap central directory, install seems OK, i can
log user with this plugin, but those users have no right within RT.
 
I can log myself with root/password, but i can't see other user (create by
Ldap Plugin, in configuration/user) ?
 
what i miss ??
 
i hope this list can help me to test RT.
 
Regards
 
 
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From change+lists.rt at nightwind.net  Tue Oct 20 16:40:25 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Tue, 20 Oct 2009 13:40:25 -0700
Subject: [rt-users] Ldap and User Troubleshooting
In-Reply-To: 
References: <4ADDEB04.5020004@lbl.gov>
	<4ADE0D50.2010202@lbl.gov>
	
Message-ID: <1256071225.14096.1341090061@webmail.messagingengine.com>

On Tue, 20 Oct 2009 22:33:58 +0200, "Jean-Noel HAYART"
 said:
> i want to use RT with our Ldap central directory, install seems OK, i can
> log user with this plugin, but those users have no right within RT.
>  
> I can log myself with root/password, but i can't see other user (create
> by Ldap Plugin, in configuration/user) ?

The ExternalAuth plugin creates unprivileged users by default when they
first log in, you will have to set each of them to privileged and assign
them rights or a group with rights.
To search for unprivileged users in Configuration/Users, search for all
users who match "%" (without quotes) and it will show all privileged as
well as unprivileged users (by default it only shows privileged).


From jpierce at cambridgeenergyalliance.org  Wed Oct 21 01:11:55 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 21 Oct 2009 01:11:55 -0400
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: 
References: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19BCC@RCLTEXCMS02.resource.hearstcorp.com>
	
Message-ID: 

> ShowTicketComments right however. Once I'd disabled the ShowOutgoingEmail,
You have to logout and back in for most rights to take effect.
Also the RightsMatrix and BecomeUser (you'll need the unofficial
version in my CPAN folder) extensions can be quite handy in debugging
and maintenance of rights.

> those small issues remaining with Comments, Headers, and Download on plain
> text emails. (I can understand having the download link for non-text
> attachments, such as DOC or XLS files, but for the plain text body, it's a
> little silly, imo.)
Although I did not write it, I'd wager it's included so that:

* you can fetch large messages that the interface does not display
* you can get a copy of the message without any possible mangling of
layout or spacing by your browser
* you can access other multi-part messages (depending upon your
configuration settings) e.g; a text/html part or vCard
* in case the character set gets mangled somehow.

Rather than testing that any of these might be
applicable/second-guessing the user, the system makes the links
available no matter what.

It's all perl though, you can make a local copy of anything you don't
like and butcher it to your heart's content.

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


From jose.fernandez at naxos-fr.net  Wed Oct 21 08:18:26 2009
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Wed, 21 Oct 2009 14:18:26 +0200
Subject: [rt-users] RT and Fetchmail
Message-ID: <1256127506.10296.2.camel@Dream.Developpement>

Hello, 

I configured Fetchmail to the creation of possible ticket by email and
it works except that all tickets created by email has always assigned
the same file that is file8.I configured fetchmailrc this way: 

poll pop.gmail.com with protocol pop3  
   username 'support at domain.net' there with password 'pass' 
  no keep
  ssl 
  no fetchall
sslfingerprint '92:73:xx etc..' 
mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue General
--action correspond"
mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file2
--action correspond"
mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file3
--action correspond"
mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file4
--action correspond"
mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file5
--action correspond"
mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file6
--action correspond"
mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file7
--action correspond"
mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file8
--action correspond"

An idea? 

Thank you
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From slander at hearstsc.com  Wed Oct 21 09:29:53 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Wed, 21 Oct 2009 09:29:53 -0400
Subject: [rt-users] Need help on a scrip
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19CCE@RCLTEXCMS02.resource.hearstcorp.com>

I am having problems where some of my users are re-assigning tickets to other people (who have different queues) without changing the queue - so the new owner can't see it.   Also, sometimes they are changing the queue, but not the owner, so again, the people in the new queue can't see it.    These permission settings are what we expect and want - but the consequences can be a pain!

So - I would like to set up a pair of scrips - one to check when the owner is changed, and make sure the new owner can see the queue (or, refuse to do the change) , and another to check when the queue is changed and if the owner is not an member of the new queue, then change the owner to be nobody.

Can anyone point me in some direction to do these?

Thanks



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From jose.fernandez at naxos-fr.net  Wed Oct 21 10:56:23 2009
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Wed, 21 Oct 2009 16:56:23 +0200
Subject: [rt-users] RT and Fetchmail
In-Reply-To: <539eb5520910210724k2e79e3b5mc7167dae10eb3107@mail.gmail.com>
References: <1256127506.10296.2.camel@Dream.Developpement>
	<539eb5520910210724k2e79e3b5mc7167dae10eb3107@mail.gmail.com>
Message-ID: <1256136983.10296.23.camel@Dream.Developpement>

Thank you for your reply. In fact I thought it was possible for a RT
ticket was assigned the file the user has over the user who created the
email, which is created in RT but I think it is not possible therefore
I'll do that all tickets created via email or the file has awarded
General then I myself would grant. 

Thank you again



Le mercredi 21 octobre 2009 ? 10:24 -0400, Mathieu Longtin a ?crit :

> I'm guessing that fetchmail takes the last MDA argument, and ignores
> the previous 7.
> 
> What are you trying to do? Add the same message to all 8 queues?
> 
> If that's the case, you should make a little perl script to save the
> mail in a temp file, then call the rt-mailgate 8 times, then erase the
> temp file.
> 
> --
> Mathieu Longtin
> 1-514-803-8977
> 
> 
> 
> 2009/10/21 jos? fernandez 
> 
>         Hello, 
>         
>         I configured Fetchmail to the creation of possible ticket by
>         email and it works except that all tickets created by email
>         has always assigned the same file that is file8.I configured
>         fetchmailrc this way: 
>         
>         poll pop.gmail.com with protocol pop3  
>            username 'support at domain.net' there with password 'pass' 
>           no keep
>           ssl 
>           no fetchall
>         sslfingerprint '92:73:xx etc..' 
>         mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue
>         General --action correspond"
>         mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue
>         file2 --action correspond"
>         mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue
>         file3 --action correspond"
>         mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue
>         file4 --action correspond"
>         mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue
>         file5 --action correspond"
>         mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue
>         file6 --action correspond"
>         mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue
>         file7 --action correspond"
>         mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue
>         file8 --action correspond"
>         
>         An idea? 
>         
>         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
> 
> 
> 
> 
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From ravi-lists at g8o.net  Wed Oct 21 11:08:32 2009
From: ravi-lists at g8o.net ( ravi )
Date: Wed, 21 Oct 2009 11:08:32 -0400
Subject: [rt-users] Displaying custom fields in default search result columns
Message-ID: <27399B0A-4E8A-44DD-B159-EEDE2A395F83@g8o.net>


Hello all,

using Preferences -> Search options, I can add columns to the default  
set that is displayed in RT search results. However, since this  
setting is common to all queues, it seems that custom fields specific  
to a queue are not listed in the Add Columns section. In other words,  
there is no way to always have custom fields display in the search  
results for a particular queue. Is this true? If so, is there a way out?

This page: http://wiki.bestpractical.com/view/ 
DefaultSearchResultFormat seems to suggest there may not be (a way  
out), but I was hoping newer information might be available.

I am using RT 3.8.4. Thank you,

	--ravi



From mathieu at closetwork.org  Wed Oct 21 11:40:09 2009
From: mathieu at closetwork.org (Mathieu Longtin)
Date: Wed, 21 Oct 2009 11:40:09 -0400
Subject: [rt-users] RT and Fetchmail
In-Reply-To: <1256136983.10296.23.camel@Dream.Developpement>
References: <1256127506.10296.2.camel@Dream.Developpement> 
	<539eb5520910210724k2e79e3b5mc7167dae10eb3107@mail.gmail.com> 
	<1256136983.10296.23.camel@Dream.Developpement>
Message-ID: <539eb5520910210840p5509d5cib5bfce7c337e4f58@mail.gmail.com>

You should know that if a ticket is in file5, a follow up, even if
rt-mailgate assigns it to "General", will still find the right ticket.

You could also create a scrips to change a ticket to another queue on
creation based on sender, or whatever, if that's what you want.

--
Mathieu Longtin
1-514-803-8977


2009/10/21 jos? fernandez 

>  Thank you for your reply. In fact I thought it was possible for a RT
> ticket was assigned the file the user has over the user who created the
> email, which is created in RT but I think it is not possible therefore I'll
> do that all tickets created via email or the file has awarded General then I
> myself would grant.
>
> Thank you again
>
>
>
> Le mercredi 21 octobre 2009 ? 10:24 -0400, Mathieu Longtin a ?crit :
>
>  I'm guessing that fetchmail takes the last MDA argument, and ignores the
> previous 7.
>
> What are you trying to do? Add the same message to all 8 queues?
>
> If that's the case, you should make a little perl script to save the mail
> in a temp file, then call the rt-mailgate 8 times, then erase the temp file.
>
> --
> Mathieu Longtin
> 1-514-803-8977
>
>
>  2009/10/21 jos? fernandez 
>
>  Hello,
>
> I configured Fetchmail to the creation of possible ticket by email and it
> works except that all tickets created by email has always assigned the same
> file that is file8.I configured fetchmailrc this way:
>
> poll pop.gmail.com with protocol pop3
>    username 'support at domain.net' there with password 'pass'
>   no keep
>   ssl
>   no fetchall
> sslfingerprint '92:73:xx etc..'
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue General
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file2
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file3
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file4
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file5
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file6
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file7
> --action correspond"
> mda "path/bin/rt-mailgate --url http://www.domain.net/ --queue file8
> --action correspond"
>
> An idea?
>
> 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
>
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From elacour at easter-eggs.com  Wed Oct 21 11:42:41 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 21 Oct 2009 17:42:41 +0200
Subject: [rt-users] Displaying custom fields in default search
	result	columns
In-Reply-To: <27399B0A-4E8A-44DD-B159-EEDE2A395F83@g8o.net>
References: <27399B0A-4E8A-44DD-B159-EEDE2A395F83@g8o.net>
Message-ID: <20091021154241.GB3372@easter-eggs.com>

On Wed, Oct 21, 2009 at 11:08:32AM -0400, [ ravi ] wrote:
> 
> Hello all,
> 
> using Preferences -> Search options, I can add columns to the default  
> set that is displayed in RT search results. However, since this  
> setting is common to all queues, it seems that custom fields specific  
> to a queue are not listed in the Add Columns section. In other words,  
> there is no way to always have custom fields display in the search  
> results for a particular queue. Is this true? If so, is there a way out?
> 

the only way I now is to edit the savedsearch format itself in
"Advanced" and add the CF manually in the format, then saved again this
search.

'__CustomField.{cf_name}__/TITLE:cf_name',



From jpierce at cambridgeenergyalliance.org  Wed Oct 21 12:57:11 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 21 Oct 2009 12:57:11 -0400
Subject: [rt-users] Need help on a scrip
In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19CCE@RCLTEXCMS02.resource.hearstcorp.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19CCE@RCLTEXCMS02.resource.hearstcorp.com>
Message-ID: 

> I am having problems where some of my users are re-assigning tickets to
> other people (who have different queues) without changing the queue - so the
> new owner can't see it.
Arguably, the solution is to give the pseudo-group Owner the necessary
rights. That way users can access tickets regardless of queue.

> Also, sometimes they are changing the queue, but
> not the owner, so again, the people in the new queue can't see it.
..
> the change) , and another to check when the queue is changed and if the
> owner is not an member of the new queue, then change the owner to be nobody.
That is indeed the correct thing to do. Start with the On Queue change
condition from the wiki.

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


From kfcrocker at lbl.gov  Wed Oct 21 13:29:43 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 21 Oct 2009 10:29:43 -0700
Subject: [rt-users] Displaying custom fields in default search	result
 columns
In-Reply-To: <20091021154241.GB3372@easter-eggs.com>
References: <27399B0A-4E8A-44DD-B159-EEDE2A395F83@g8o.net>
	<20091021154241.GB3372@easter-eggs.com>
Message-ID: <4ADF4507.5040408@lbl.gov>

Ravi,

You can also change what is shown by altering that search in the 
Configure file in /home/etc. I have done that and it works well for all.

Kenn
LBNL

On 10/21/2009 8:42 AM, Emmanuel Lacour wrote:
> On Wed, Oct 21, 2009 at 11:08:32AM -0400, [ ravi ] wrote:
>   
>> Hello all,
>>
>> using Preferences -> Search options, I can add columns to the default  
>> set that is displayed in RT search results. However, since this  
>> setting is common to all queues, it seems that custom fields specific  
>> to a queue are not listed in the Add Columns section. In other words,  
>> there is no way to always have custom fields display in the search  
>> results for a particular queue. Is this true? If so, is there a way out?
>>
>>     
>
> the only way I now is to edit the savedsearch format itself in
> "Advanced" and add the CF manually in the format, then saved again this
> search.
>
> '__CustomField.{cf_name}__/TITLE:cf_name',
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   
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From ravi-lists at g8o.net  Wed Oct 21 14:28:16 2009
From: ravi-lists at g8o.net ( ravi )
Date: Wed, 21 Oct 2009 14:28:16 -0400
Subject: [rt-users] Displaying custom fields in default search	result
	columns
In-Reply-To: <4ADF4507.5040408@lbl.gov>
References: <27399B0A-4E8A-44DD-B159-EEDE2A395F83@g8o.net>
	<20091021154241.GB3372@easter-eggs.com> <4ADF4507.5040408@lbl.gov>
Message-ID: 


Emmanuel, Ken,

Thank you for your responses. Emmanuel, your idea is great but it  
would unfortunately only work for saved searches, yes? Ken, I am not  
sure what you mean by the "Configure file in /home/etc". Do you mean  
the actual autoconf files in the source tree? Can you explain? Thank  
you,

	--ravi



On Oct 21, 2009, at 1:29 PM, Ken Crocker wrote:
>
> You can also change what is shown by altering that search in the  
> Configure file in /home/etc. I have done that and it works well for  
> all.
>
> Kenn
> LBNL
>
> On 10/21/2009 8:42 AM, Emmanuel Lacour wrote:
>>
>> On Wed, Oct 21, 2009 at 11:08:32AM -0400, [ ravi ] wrote:
>>
>>> Hello all,
>>>
>>> using Preferences -> Search options, I can add columns to the  
>>> default
>>> set that is displayed in RT search results. However, since this
>>> setting is common to all queues, it seems that custom fields  
>>> specific
>>> to a queue are not listed in the Add Columns section. In other  
>>> words,
>>> there is no way to always have custom fields display in the search
>>> results for a particular queue. Is this true? If so, is there a  
>>> way out?
>>>
>>>
>>
>> the only way I now is to edit the savedsearch format itself in
>> "Advanced" and add the CF manually in the format, then saved again  
>> this
>> search.
>>
>> '__CustomField.{cf_name}__/TITLE:cf_name',
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Oct 21 17:31:11 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 21 Oct 2009 14:31:11 -0700
Subject: [rt-users] Displaying custom fields in default search	result
 columns
In-Reply-To: 
References: <27399B0A-4E8A-44DD-B159-EEDE2A395F83@g8o.net>
	<20091021154241.GB3372@easter-eggs.com> <4ADF4507.5040408@lbl.gov>
	
Message-ID: <4ADF7D9F.3080602@lbl.gov>

Ravi,

In your $home/etc/ directory (this is where RT executes from) there is a 
file called "RT_SiteConfig.pm". In that file, you will see a setting for 
the default search results. See Below:

*Set ($DefaultSearchResultFormat, 
qq{'__id__/TITLE:Ticket 
Id', QueueName, 
'__Subject__/TITLE:Subject', 
'__Requestors__', Priority, Status, '__CustomField.{Work-State}__', 
OwnerName, '__Due__/TITLE:Due Date'});*


As you can see, I have set ours to include some Custom Fields as well as 
dropped a few default fields we did NOT want to see. You should modify 
yours accordingly. This will cause ALL search results to have these 
fields as the base/defaults fields. You add/delete from this default per 
query.

Kenn
LBNL

On 10/21/2009 11:28 AM, [ ravi ] wrote:
> Emmanuel, Ken,
>
> Thank you for your responses. Emmanuel, your idea is great but it  
> would unfortunately only work for saved searches, yes? Ken, I am not  
> sure what you mean by the "Configure file in /home/etc". Do you mean  
> the actual autoconf files in the source tree? Can you explain? Thank  
> you,
>
> 	--ravi
>
>
>
> On Oct 21, 2009, at 1:29 PM, Ken Crocker wrote:
>   
>> You can also change what is shown by altering that search in the  
>> Configure file in /home/etc. I have done that and it works well for  
>> all.
>>
>> Kenn
>> LBNL
>>
>> On 10/21/2009 8:42 AM, Emmanuel Lacour wrote:
>>     
>>> On Wed, Oct 21, 2009 at 11:08:32AM -0400, [ ravi ] wrote:
>>>
>>>       
>>>> Hello all,
>>>>
>>>> using Preferences -> Search options, I can add columns to the  
>>>> default
>>>> set that is displayed in RT search results. However, since this
>>>> setting is common to all queues, it seems that custom fields  
>>>> specific
>>>> to a queue are not listed in the Add Columns section. In other  
>>>> words,
>>>> there is no way to always have custom fields display in the search
>>>> results for a particular queue. Is this true? If so, is there a  
>>>> way out?
>>>>
>>>>
>>>>         
>>> the only way I now is to edit the savedsearch format itself in
>>> "Advanced" and add the CF manually in the format, then saved again  
>>> this
>>> search.
>>>
>>> '__CustomField.{cf_name}__/TITLE:cf_name',
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>       
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 mahini at apple.com  Wed Oct 21 22:08:12 2009
From: mahini at apple.com (Behzad Mahini)
Date: Wed, 21 Oct 2009 19:08:12 -0700
Subject: [rt-users] CPAN's RT::Crypt::SMIME installation fails
In-Reply-To: <56EB7193-34AA-4749-9BF1-61ADF4D60AB8@apple.com>
References: <56EB7193-34AA-4749-9BF1-61ADF4D60AB8@apple.com>
Message-ID: <863EF7F6-FC0F-4258-9587-2D61DE62B4BE@apple.com>

I have been forced to do a manual installation of RT::Crypt::SMIME (as  
CPAN installation failed). The manual installation fails during the  
"test" phase, as I get an error/warning message about the fact that  
"RT.pm" can not be located  in @INC (my RT.pm  is actually located  
under my $RTHOME/lib). I tried 2 separate approaches to point to the  
location of "RT.pm" during the "perl Makefile.PL' step, and both failed:

Scenario  1 (the following line is in a shell script called  
"RUN_rt_crypt_smime.sh):

	RTHOME=/ngs/app/rt/oppresso/rt-3.8.4 perl  Makefile.PL

	or (same as above with the addition of where RT.pm is located at --  
using the "Include" directory switch '-I'):

	RTHOME=/ngs/app/rt/oppresso/rt-3.8.4 perl -I/ngs/app/rt/oppresso/ 
rt-3.8.4/lib Makefile.PL


Scenario 2 (during the 'make' or 'make test' phase I provided an env  
variable for the location of RT.pm):

	RTHOME_LIB=/usr/local/src/oppresso/rt-3.8.4/lib make

	or

	RTHOME_LIB=/usr/local/src/oppresso/rt-3.8.4/lib make test


Neither of the above worked (I am running RT 3.8.4, & using perl  
5.8.8). Below are the details for the installation:


Results of Manual installation:
========================

1) Makefile.PL
--------------------
sudo ./RUN_rt_crypt_smime.sh
Cannot determine perl version info from lib/RT/Crypt/SMIME.pm
Using RT configuration from /ngs/app/rt/oppresso/rt-3.8.4/lib/RT.pm:
./etc	=> /ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-Crypt-SMIME/etc
./html	=> /ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-Crypt-SMIME/ 
html
./lib	=> /ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-Crypt-SMIME/lib
For first-time installation, type 'make initdb'.
Writing Makefile for RT::Crypt::SMIME

2)make step
----------------
sudo make
Skip blib/lib/RT/Crypt/sign_and_encrypt.pl (unchanged)
Skip blib/lib/RT/Crypt/SMIME.pm (unchanged)
Skip blib/lib/RT/Interface/Email/Auth/SMIME.pm (unchanged)
Skip blib/lib/RT/Interface/Email/Auth/StrictSMIME.pm (unchanged)
Manifying blib/man3/RT::Interface::Email::Auth::StrictSMIME.3pm
Manifying blib/man3/RT::Interface::Email::Auth::SMIME.3pm
Manifying blib/man3/RT::Crypt::SMIME.3pm




3) make test step
-----------------------

sudo make test
Skip blib/lib/RT/Crypt/sign_and_encrypt.pl (unchanged)
Skip blib/lib/RT/Crypt/SMIME.pm (unchanged)
Skip blib/lib/RT/Interface/Email/Auth/SMIME.pm (unchanged)
Skip blib/lib/RT/Interface/Email/Auth/StrictSMIME.pm (unchanged)
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"  
"test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
t/00.load.t ......... 1/1
#   Failed test 'use RT::Crypt::SMIME;'
#   at t/00.load.t line 4.
#     Tried to use 'RT::Crypt::SMIME'.
#     Error:  Can't locate RT.pm in @INC (@INC contains: /usr/ 
local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/inc /usr/local/.cpan/ 
build/RT-Crypt-SMIME-0.22-IzGUj_/blib/lib /usr/local/.cpan/build/RT- 
Crypt-SMIME-0.22-IzGUj_/blib/arch /Library/Perl/Updates/5.8.8/darwin- 
thread-multi-2level /Library/Perl/Updates/5.8.8 /System/Library/Perl/ 
5.8.8/darwin-thread-multi-2level /System/Library/Perl/5.8.8 /Library/ 
Perl/5.8.8/darwin-thread-multi-2level /Library/Perl/5.8.8 /Library/ 
Perl /Network/Library/Perl/5.8.8/darwin-thread-multi-2level /Network/ 
Library/Perl/5.8.8 /Network/Library/Perl /System/Library/Perl/Extras/ 
5.8.8/darwin-thread-multi-2level /System/Library/Perl/Extras/5.8.8 / 
Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at /usr/local/.cpan/build/RT- 
Crypt-SMIME-0.22-IzGUj_/blib/lib/RT/Crypt/SMIME.pm line 35.
# BEGIN failed--compilation aborted at /usr/local/.cpan/build/RT-Crypt- 
SMIME-0.22-IzGUj_/blib/lib/RT/Crypt/SMIME.pm line 35.
# Compilation failed in require at (eval 4) line 2.
# BEGIN failed--compilation aborted at (eval 4) line 2.
Use of uninitialized value in concatenation (.) or string at t/ 
00.load.t line 7.
# Testing RT::Crypt::SMIME
# Looks like you failed 1 test of 1.
t/00.load.t ......... Dubious, test returned 1 (wstat 256, 0x100)
Failed 1/1 subtests
t/pod-coverage.t .... skipped: Test::Pod::Coverage 1.04 required for  
testing POD coverage
t/pod.t ............. ok
t/smime-incoming.t .. Can't locate RT/Tickets.pm in @INC (@INC  
contains: /usr/local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/inc /usr/ 
local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/blib/lib /usr/local/.cpan/ 
build/RT-Crypt-SMIME-0.22-IzGUj_/blib/arch /Library/Perl/Updates/5.8.8/ 
darwin-thread-multi-2level /Library/Perl/Updates/5.8.8 /System/Library/ 
Perl/5.8.8/darwin-thread-multi-2level /System/Library/Perl/5.8.8 / 
Library/Perl/5.8.8/darwin-thread-multi-2level /Library/Perl/5.8.8 / 
Library/Perl /Network/Library/Perl/5.8.8/darwin-thread-multi-2level / 
Network/Library/Perl/5.8.8 /Network/Library/Perl /System/Library/Perl/ 
Extras/5.8.8/darwin-thread-multi-2level /System/Library/Perl/Extras/ 
5.8.8 /Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at t/smime-incoming.t  
line 11.
BEGIN failed--compilation aborted at t/smime-incoming.t line 11.
t/smime-incoming.t .. Dubious, test returned 2 (wstat 512, 0x200)
No subtests run
t/smime-outgoing.t .. Can't locate RT/Interface/Email.pm in @INC (@INC  
contains: /usr/local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/inc /usr/ 
local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/blib/lib /usr/local/.cpan/ 
build/RT-Crypt-SMIME-0.22-IzGUj_/blib/arch /Library/Perl/Updates/5.8.8/ 
darwin-thread-multi-2level /Library/Perl/Updates/5.8.8 /System/Library/ 
Perl/5.8.8/darwin-thread-multi-2level /System/Library/Perl/5.8.8 / 
Library/Perl/5.8.8/darwin-thread-multi-2level /Library/Perl/5.8.8 / 
Library/Perl /Network/Library/Perl/5.8.8/darwin-thread-multi-2level / 
Network/Library/Perl/5.8.8 /Network/Library/Perl /System/Library/Perl/ 
Extras/5.8.8/darwin-thread-multi-2level /System/Library/Perl/Extras/ 
5.8.8 /Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at t/smime-outgoing.t  
line 13.
BEGIN failed--compilation aborted at t/smime-outgoing.t line 13.
t/smime-outgoing.t .. Dubious, test returned 2 (wstat 512, 0x200)
No subtests run

Test Summary Report
-------------------
t/00.load.t       (Wstat: 256 Tests: 1 Failed: 1)
   Failed test:  1
   Non-zero exit status: 1
t/smime-incoming.t (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: No plan found in TAP output
t/smime-outgoing.t (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: No plan found in TAP output
Files=5, Tests=5,  0 wallclock secs ( 0.02 usr  0.02 sys +  0.15 cusr   
0.03 csys =  0.22 CPU)
Result: FAIL
Failed 3/5 test programs. 1/5 subtests failed.
make: *** [test_dynamic] Error 2



4) prove -bv step (for failing tests)
----------------------------------------------

sudo prove -bv t/00.load.t
t/00.load.t ..
1..1
not ok 1 - use RT::Crypt::SMIME;

#   Failed test 'use RT::Crypt::SMIME;'
#   at t/00.load.t line 4.
#     Tried to use 'RT::Crypt::SMIME'.
#     Error:  Can't locate RT.pm in @INC (@INC contains: /usr/ 
local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/blib/lib /usr/local/.cpan/ 
build/RT-Crypt-SMIME-0.22-IzGUj_/blib/arch /Library/Perl/Updates/5.8.8/ 
darwin-thread-multi-2level /Library/Perl/Updates/5.8.8 /System/Library/ 
Perl/5.8.8/darwin-thread-multi-2level /System/Library/Perl/5.8.8 / 
Library/Perl/5.8.8/darwin-thread-multi-2level /Library/Perl/5.8.8 / 
Library/Perl /Network/Library/Perl/5.8.8/darwin-thread-multi-2level / 
Network/Library/Perl/5.8.8 /Network/Library/Perl /System/Library/Perl/ 
Extras/5.8.8/darwin-thread-multi-2level /System/Library/Perl/Extras/ 
5.8.8 /Library/Perl/5.8.6 /Library/Perl/5.8.1 .) at /usr/local/.cpan/ 
build/RT-Crypt-SMIME-0.22-IzGUj_/blib/lib/RT/Crypt/SMIME.pm line 35.
# BEGIN failed--compilation aborted at /usr/local/.cpan/build/RT-Crypt- 
SMIME-0.22-IzGUj_/blib/lib/RT/Crypt/SMIME.pm line 35.
# Compilation failed in require at (eval 4) line 2.
# BEGIN failed--compilation aborted at (eval 4) line 2.
# Testing RT::Crypt::SMIME
# Looks like you failed 1 test of 1.
Dubious, test returned 1 (wstat 256, 0x100)
Failed 1/1 subtests

Test Summary Report
-------------------
t/00.load.t (Wstat: 256 Tests: 1 Failed: 1)
   Failed test:  1
   Non-zero exit status: 1
Files=1, Tests=1,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.03 cusr   
0.00 csys =  0.05 CPU)
Result: FAIL




sudo prove -bv t/smime-incoming.t
t/smime-incoming.t .. Can't locate RT/Tickets.pm in @INC (@INC  
contains: /usr/local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/blib/lib / 
usr/local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/blib/arch /Library/ 
Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/Updates/ 
5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level /System/ 
Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread-multi-2level / 
Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/5.8.8/darwin- 
thread-multi-2level /Network/Library/Perl/5.8.8 /Network/Library/Perl / 
System/Library/Perl/Extras/5.8.8/darwin-thread-multi-2level /System/ 
Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/Perl/5.8.1 .)  
at t/smime-incoming.t line 11.
BEGIN failed--compilation aborted at t/smime-incoming.t line 11.
Dubious, test returned 2 (wstat 512, 0x200)
No subtests run

Test Summary Report
-------------------
t/smime-incoming.t (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: No plan found in TAP output
Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.03 cusr   
0.00 csys =  0.05 CPU)
Result: FAIL





sudo prove -bv t/smime-outgoing.t
t/smime-outgoing.t .. Can't locate RT/Interface/Email.pm in @INC (@INC  
contains: /usr/local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/blib/lib / 
usr/local/.cpan/build/RT-Crypt-SMIME-0.22-IzGUj_/blib/arch /Library/ 
Perl/Updates/5.8.8/darwin-thread-multi-2level /Library/Perl/Updates/ 
5.8.8 /System/Library/Perl/5.8.8/darwin-thread-multi-2level /System/ 
Library/Perl/5.8.8 /Library/Perl/5.8.8/darwin-thread-multi-2level / 
Library/Perl/5.8.8 /Library/Perl /Network/Library/Perl/5.8.8/darwin- 
thread-multi-2level /Network/Library/Perl/5.8.8 /Network/Library/Perl / 
System/Library/Perl/Extras/5.8.8/darwin-thread-multi-2level /System/ 
Library/Perl/Extras/5.8.8 /Library/Perl/5.8.6 /Library/Perl/5.8.1 .)  
at t/smime-outgoing.t line 13.
BEGIN failed--compilation aborted at t/smime-outgoing.t line 13.
Dubious, test returned 2 (wstat 512, 0x200)
No subtests run

Test Summary Report
-------------------
t/smime-outgoing.t (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: No plan found in TAP output
Files=1, Tests=0,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.03 cusr   
0.00 csys =  0.05 CPU)
Result: FAIL



Thanks,
Behzad


From varun.vyas at elitecore.com  Thu Oct 22 01:15:20 2009
From: varun.vyas at elitecore.com (Varun)
Date: Thu, 22 Oct 2009 10:45:20 +0530
Subject: [rt-users] RT : Apache Resource Usage
Message-ID: <000601ca52d6$a6ebca30$4f07a8c0@elitecore.com>

Hello All

 

I have RT 3.6.3 with fast cgi implemented and apache 2.0 with 8GB of
physical RAM. My problem is that after every 3 days my physical ram gets
fully utilized and apache starts using swap memory. So my machine gets on
its knees. I have no other application running on my machine where I have
apache installed and no other process is using memory when I see in top
command its just my 30 fastcgi processes takes significant amount of RAM i.e
nearly 98% and I cant cut this 30 process to low level as by doing this,
performance will degrade on concurrent request of RT users. Can any one
suggest me how I can get best of both the worlds i.e giving good performance
plus limiting memory consumption also. I have RHEL 4 and its kernel version
is 2.6.9-42 

 

Any help is highly appreciable     

 

Thanks & Regards

Varun Vyas

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From jan.grant at bristol.ac.uk  Thu Oct 22 09:26:10 2009
From: jan.grant at bristol.ac.uk (jan.grant at bristol.ac.uk)
Date: Thu, 22 Oct 2009 14:26:10 +0100 (BST)
Subject: [rt-users] Quick query: creating a group-specific saved search
 using rt-setup-database
Message-ID: 

I'm hunting around to see if "rt-setup-database --action insert" can be 
used to programmatically create a group-visible saved search - is this 
doable? Can anyone point at an example? RT 3.8.4.

Cheers,
jan

-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
New Freedom of Information Act: theirs, to yours. Happy now?


From raubvogel at gmail.com  Thu Oct 22 09:28:48 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Thu, 22 Oct 2009 09:28:48 -0400
Subject: [rt-users] Take ownership by email
Message-ID: <4AE05E10.2010905@gmail.com>

	Let's say someone sends an support email to RT, which dutifully emails 
the support people about this new ticket. How can I set RT such that if 
someone in support replies to that email, he/she/it automagically takes 
ownership of the ticket (if it is still unassigned)?


From sergiocharpinel at gmail.com  Thu Oct 22 09:30:29 2009
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Thu, 22 Oct 2009 11:30:29 -0200
Subject: [rt-users] Change Subject
Message-ID: 

Hi,

How can I change the subject before creating the ticket?

Thanks.

-- 
Sergio Roberto Charpinel Jr.
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From elacour at easter-eggs.com  Thu Oct 22 09:37:43 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 22 Oct 2009 15:37:43 +0200
Subject: [rt-users] Take ownership by email
In-Reply-To: <4AE05E10.2010905@gmail.com>
References: <4AE05E10.2010905@gmail.com>
Message-ID: <20091022133743.GF3497@easter-eggs.com>

On Thu, Oct 22, 2009 at 09:28:48AM -0400, Mauricio Tavares wrote:
> 	Let's say someone sends an support email to RT, which dutifully emails 
> the support people about this new ticket. How can I set RT such that if 
> someone in support replies to that email, he/she/it automagically takes 
> ownership of the ticket (if it is still unassigned)?

look at this example:

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



From elacour at easter-eggs.com  Thu Oct 22 09:40:39 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 22 Oct 2009 15:40:39 +0200
Subject: [rt-users] Change Subject
In-Reply-To: 
References: 
Message-ID: <20091022134038.GG3497@easter-eggs.com>

On Thu, Oct 22, 2009 at 11:30:29AM -0200, Sergio Charpinel Jr. wrote:
> Hi,
> 
> How can I change the subject before creating the ticket?
> 

to my knowledge, you have to modify method "Gateway" in
lib/RT/Interface/Email.pm.

else, you can setup a scrip that changes the subject just after insert
and make this scrip run first so next scrips will use the new subject.



From terence at deeproot.co.in  Thu Oct 22 09:34:40 2009
From: terence at deeproot.co.in (Terence Monteiro)
Date: Thu, 22 Oct 2009 19:04:40 +0530
Subject: [rt-users] Take ownership by email
In-Reply-To: <4AE05E10.2010905@gmail.com>
References: <4AE05E10.2010905@gmail.com>
Message-ID: <20091022133440.GJ16800@deeproot.co.in>

On Thu, Oct 22, 2009 at 09:28:48AM -0400, Mauricio Tavares wrote:
> 	Let's say someone sends an support email to RT, which dutifully emails 
> the support people about this new ticket. How can I set RT such that if 
> someone in support replies to that email, he/she/it automagically takes 
> ownership of the ticket (if it is still unassigned)?

Install this extension

http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/

Then, your users can send a mail whose first non-empty line is

Owner: username

or

Owner: mail

-- 
Regards, Terence.
with Perl, there's more than one way to do it



From ruslan.zakirov at gmail.com  Thu Oct 22 09:55:26 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 22 Oct 2009 17:55:26 +0400
Subject: [rt-users] Take ownership by email
In-Reply-To: <4AE05E10.2010905@gmail.com>
References: <4AE05E10.2010905@gmail.com>
Message-ID: <589c94400910220655i7753d231h67b547ec73889d9c@mail.gmail.com>

Hi Mauricio,

http://request-tracker.ru/node/187 - in russian, but it's code and
does exactly that. Set actor as owner on reply if he has rights to own
ticket. Three blocks of code: 1) user defined condition 2)  user
defined action preparation code 3) user defined action commit code.

This is similar to solution suggested by Emmanuel, but based on rights
only and without need to set AdminCcs. I just don't recall if I
translated that into english :)

On Thu, Oct 22, 2009 at 5:28 PM, Mauricio Tavares  wrote:
> ? ? ? ?Let's say someone sends an support email to RT, which dutifully emails
> the support people about this new ticket. How can I set RT such that if
> someone in support replies to that email, he/she/it automagically takes
> ownership of the ticket (if it is still unassigned)?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Thu Oct 22 10:32:10 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Oct 2009 10:32:10 -0400
Subject: [rt-users] RT : Apache Resource Usage
In-Reply-To: <000601ca52d6$a6ebca30$4f07a8c0@elitecore.com>
References: <000601ca52d6$a6ebca30$4f07a8c0@elitecore.com>
Message-ID: 

> performance will degrade on concurrent request of RT users. Can any one
> suggest me how I can get best of both the worlds i.e giving good performance
> plus limiting memory consumption also. I have RHEL 4 and its kernel version
mod_perl with max time to live set for Apache?

I'm running RHEL4 on 2Gb with a mod_perl based RT (RHEL has a working
mod_perl package afterall) and no memory issues.


From dominic.hargreaves at oucs.ox.ac.uk  Thu Oct 22 11:57:02 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 22 Oct 2009 16:57:02 +0100
Subject: [rt-users] RT-Extension-QuickResolve?
Message-ID: <20091022155702.GF3591@gunboat-diplomat.oucs.ox.ac.uk>

Hi,

I'm looking at cleaning up our local RT3 deployment, and one of our
patches adds QuickResolve and QuickDelete links to the ticket view.

Ignoring the ugly aspect of this exposing side-effecty GET requests
for a moment, I notice that there is some evidence of a packaged
RT extension(s) to do this, in

http://lists.bestpractical.com/pipermail/bps-public-commit/2009-June/006467.html

Are there plans to release this? I'm not sure what VCS that refers to;
not github.com/bestpractical it appears.

If it's not readily available; no problem, I will continue to apply
the functionality locally.

Thanks,
Dominic.

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


From jesse at bestpractical.com  Thu Oct 22 12:01:56 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Oct 2009 12:01:56 -0400
Subject: [rt-users] RT-Extension-QuickResolve?
In-Reply-To: <20091022155702.GF3591@gunboat-diplomat.oucs.ox.ac.uk>
References: <20091022155702.GF3591@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20091022160156.GL26008@bestpractical.com>




On Thu, Oct 22, 2009 at 04:57:02PM +0100, Dominic Hargreaves wrote:
> Hi,
> 
> I'm looking at cleaning up our local RT3 deployment, and one of our
> patches adds QuickResolve and QuickDelete links to the ticket view.
> 
> Ignoring the ugly aspect of this exposing side-effecty GET requests
> for a moment, 

Indeed. I'd happily take a patch to turn said GETs to POSTs and to style
the buttons back to links.

> I notice that there is some evidence of a packaged
> RT extension(s) to do this, in
> 
> http://lists.bestpractical.com/pipermail/bps-public-commit/2009-June/006467.html
> 
> Are there plans to release this? I'm not sure what VCS that refers to;
> not github.com/bestpractical it appears.
> 

svn://svn.bestpractical.com/RT-Extension-QuickDelete  - not all our
minor outlying projects are moved over to git.

> If it's not readily available; no problem, I will continue to apply
> the functionality locally.
> 
> Thanks,
> Dominic.
> 
> -- 
> Dominic Hargreaves, Systems Development and Support Team
> Computing Services, University of Oxford
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From jpierce at cambridgeenergyalliance.org  Thu Oct 22 12:38:30 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Oct 2009 12:38:30 -0400
Subject: [rt-users] Fun with CF order (3.8)
Message-ID: 

Hi all,

We've slowly been adding custom fields as our installation has matured,
and I'm now trying to go back and tidy them up a bit but am running into
trouble.

1) Changing the order of custom fields doesn't seem to affect existing
tickets? (Even with logout/log-in, or cycling RT)

2) I had a custom field on several queues that has been superseded by
a global CF of the same name, but I cannot seem to unselect the queue-
specific version of the CF, which I am hoping would cause the field to heed
its global ordering. If I disable the Ticket-CF, the field does not display at
all in queues where the Ticket-CF was initially used...

A cursory search turned up nothing in the usual places, nor the CustomFields
table.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From ruslan.zakirov at gmail.com  Thu Oct 22 12:46:14 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 22 Oct 2009 20:46:14 +0400
Subject: [rt-users] Fun with CF order (3.8)
In-Reply-To: 
References: 
Message-ID: <589c94400910220946h607af46fme3ca251709d69981@mail.gmail.com>

Jerrard,

I believe there is a fix either in recent RT or DBIx::SB. Heavily
depends on DB, RT and DBIx::SB versions combination, tricky SQL.

On Thu, Oct 22, 2009 at 8:38 PM, Jerrad Pierce
 wrote:
> Hi all,
>
> We've slowly been adding custom fields as our installation has matured,
> and I'm now trying to go back and tidy them up a bit but am running into
> trouble.
>
> 1) Changing the order of custom fields doesn't seem to affect existing
> tickets? (Even with logout/log-in, or cycling RT)
>
> 2) I had a custom field on several queues that has been superseded by
> a global CF of the same name, but I cannot seem to unselect the queue-
> specific version of the CF, which I am hoping would cause the field to heed
> its global ordering. If I disable the Ticket-CF, the field does not display at
> all in queues where the Ticket-CF was initially used...
>
> A cursory search turned up nothing in the usual places, nor the CustomFields
> table.
> --
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Thu Oct 22 12:57:41 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Oct 2009 12:57:41 -0400
Subject: [rt-users] Fun with CF order (3.8)
In-Reply-To: <589c94400910220946h607af46fme3ca251709d69981@mail.gmail.com>
References:  
	<589c94400910220946h607af46fme3ca251709d69981@mail.gmail.com>
Message-ID: 

On Thu, Oct 22, 2009 at 12:46, Ruslan Zakirov  wrote:
> I believe there is a fix either in recent RT or DBIx::SB. Heavily
> depends on DB, RT and DBIx::SB versions combination, tricky SQL.
I'm running the latest SearchBuilder (1.56), a somewhat stale RT
(3.8.1, will upgrade to 3.8.6 after it's been out awhile) and unfortunately
my distribution's older MySQL  (4.1.22)...

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


From bsam at ipt.ru  Thu Oct 22 14:01:22 2009
From: bsam at ipt.ru (Boris Samorodov)
Date: Thu, 22 Oct 2009 22:01:22 +0400
Subject: [rt-users] Translate outgoing templates
Message-ID: <01110813@ipt.ru>

Hello List,

how should be outgoing templates translated? I just took a row
for Autoreply template, changed it's column "content" to ru_RU.UTF-8
text, set "language" to "ru" and "translationof" to 2 (is that a
pointer to the id of not translated original?).

Then I send a email for a test ticket and got a reply in english
(well, with the exception of field names which have been defined
at RT dase in Russian). The user language is set to Russian (I
don't think it's relevant here).

For outgoing messages I use "sendmailpipe" with defaults.

Here are language settings from RT_SiteConfig.pm:
-----
Set( @LexiconLanguages, qw(ru en) );
Set( @EmailInputEncodings, qw(utf-8 koi8-r win1251 iso-8859-1 us-ascii) );
-----

But they seem to be for the site and incoming messages, not outgoing.

I use RT-3.8.4, postgresql-server-8.3.7 at FreeBSD-9.

Any help is appreciated. Thanks.
-- 
WBR, bsam


From ruslan.zakirov at gmail.com  Thu Oct 22 14:21:19 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 22 Oct 2009 22:21:19 +0400
Subject: [rt-users] Translate outgoing templates
In-Reply-To: <01110813@ipt.ru>
References: <01110813@ipt.ru>
Message-ID: <589c94400910221121m1f0ba287s1ced818f5de325a1@mail.gmail.com>

Hello Boris,

Do you really need both languages? Just translate it in the UI.

The problem with multi-language templates is that it's hard to guess
user's language and each email may have multiple recipients with
different languages, but RT generates email from template only once.

All this can be improved, but I saw only one system where it can be
used. Company supports users in many countries, but even then it is
easier for them to make several queues: support_en, support_xx... A
supporter knows usually two languages when they have almost ten langs
to support, so they just hide queues per supporters groups. As well,
in this case they just have global scrips and in each queue they have
templates with matching names and translated content.

Those columns you mention are in the DB for a while, but have never been used.

On Thu, Oct 22, 2009 at 10:01 PM, Boris Samorodov  wrote:
> Hello List,
>
> how should be outgoing templates translated? I just took a row
> for Autoreply template, changed it's column "content" to ru_RU.UTF-8
> text, set "language" to "ru" and "translationof" to 2 (is that a
> pointer to the id of not translated original?).
>
> Then I send a email for a test ticket and got a reply in english
> (well, with the exception of field names which have been defined
> at RT dase in Russian). The user language is set to Russian (I
> don't think it's relevant here).
>
> For outgoing messages I use "sendmailpipe" with defaults.
>
> Here are language settings from RT_SiteConfig.pm:
> -----
> Set( @LexiconLanguages, qw(ru en) );
> Set( @EmailInputEncodings, qw(utf-8 koi8-r win1251 iso-8859-1 us-ascii) );
> -----
>
> But they seem to be for the site and incoming messages, not outgoing.
>
> I use RT-3.8.4, postgresql-server-8.3.7 at FreeBSD-9.
>
> Any help is appreciated. Thanks.
> --
> WBR, bsam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 bsam at ipt.ru  Thu Oct 22 14:54:03 2009
From: bsam at ipt.ru (Boris Samorodov)
Date: Thu, 22 Oct 2009 22:54:03 +0400
Subject: [rt-users] Translate outgoing templates
In-Reply-To: <589c94400910221121m1f0ba287s1ced818f5de325a1@mail.gmail.com>
	(Ruslan Zakirov's message of "Thu\, 22 Oct 2009 22\:21\:19 +0400")
References: <01110813@ipt.ru>
	<589c94400910221121m1f0ba287s1ced818f5de325a1@mail.gmail.com>
Message-ID: <52952116@ipt.ru>

Hello Ruslan,

Ruslan Zakirov  writes:

> Do you really need both languages?

No, it was just my impression of The Right Thing to Do.

> Just translate it in the UI.

Thanks, that worked fine.

> The problem with multi-language templates is that it's hard to guess
> user's language and each email may have multiple recipients with
> different languages, but RT generates email from template only once.
>
> All this can be improved, but I saw only one system where it can be
> used. Company supports users in many countries, but even then it is
> easier for them to make several queues: support_en, support_xx... A
> supporter knows usually two languages when they have almost ten langs
> to support, so they just hide queues per supporters groups. As well,
> in this case they just have global scrips and in each queue they have
> templates with matching names and translated content.

Agreed.

> Those columns you mention are in the DB for a while, but have never been used.

I see. Thanks for your quick help!

-- 
WBR, bsam


From raubvogel at gmail.com  Thu Oct 22 17:42:37 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Thu, 22 Oct 2009 17:42:37 -0400
Subject: [rt-users] $MyRequestsLength and $MyTicketsLength
Message-ID: <4AE0D1CD.4010005@gmail.com>

	Can anyone explain me what $MyTicketsLength and $MyRequestsLength 
actually do? The book states that

     $MyTicketsLength is the length of the owned tickets table on the
front page. For some people, the default of 10 isn't big enough to get a
feel for how much work needs to be done before you get some time off.

     $MyRequestsLength is the length of the requested tickets table on
the front page.

but those explanations still leave me in the dark.


From juann.dlc at gmail.com  Thu Oct 22 17:41:27 2009
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Thu, 22 Oct 2009 17:41:27 -0400
Subject: [rt-users] Ticket Inherit properties
Message-ID: <662d45d40910221441o12e6163bq8c23ff0590782acb@mail.gmail.com>

Hi,

i was trying to create a scip that trys to set the DueDate/Priority to a
ticket each time you change the ticket from queue.

Ex:

Ticket #001
Queue1: Test (priority default:1 / duedate default:1)

Ticket moved to Queue2 (priority default:5 / duedate default:3)

when moved, ticket still with properties from Queue1

Anyone have a scrip like this or someone can help me with this?
-------------- next part --------------
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From jpierce at cambridgeenergyalliance.org  Thu Oct 22 18:04:57 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Oct 2009 18:04:57 -0400
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: <200910202231.47171.ggreene@minervanetworks.com>
References: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19BCC@RCLTEXCMS02.resource.hearstcorp.com>
	
	 
	<200910202231.47171.ggreene@minervanetworks.com>
Message-ID: 

> The thing here is that the interface is presenting far too much information
> for my users (both admin and self service UIs), thus why I'm trying to
I'd recommend just getting used to it.

> streamline it as best I can. Would you know which modules these links are
> generated by? At least then I can hack them out in the local override
> directory.
Not modules, Mason file sin share/html

Alternatively, you might create a custom CSS theme that display:none's the
icky classes like downloadattachment. While you're still sending the bytes,
your modifications are more future proof this way.

Another advantage of doing it with CSS is that you can set the default CSS
to the custom theme, but this would still allow power users the ability to
revert to RT "as it ought to be."
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From ggreene at minervanetworks.com  Wed Oct 21 01:31:47 2009
From: ggreene at minervanetworks.com (Gary L. Greene, Jr.)
Date: Tue, 20 Oct 2009 22:31:47 -0700
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: 
References: <39A20BAEB14A6344A0646DD5C8F98D4B0697B19BCC@RCLTEXCMS02.resource.hearstcorp.com>
	
	
Message-ID: <200910202231.47171.ggreene@minervanetworks.com>

On Tuesday 20 October 2009 10:11:55 pm Jerrad Pierce wrote:
> > ShowTicketComments right however. Once I'd disabled the
> > ShowOutgoingEmail,
> 
> You have to logout and back in for most rights to take effect.
> Also the RightsMatrix and BecomeUser (you'll need the unofficial
> version in my CPAN folder) extensions can be quite handy in debugging
> and maintenance of rights.
> 
> > those small issues remaining with Comments, Headers, and Download on
> > plain text emails. (I can understand having the download link for
> > non-text attachments, such as DOC or XLS files, but for the plain text
> > body, it's a little silly, imo.)
> 
> Although I did not write it, I'd wager it's included so that:
> 
> * you can fetch large messages that the interface does not display
> * you can get a copy of the message without any possible mangling of
> layout or spacing by your browser
> * you can access other multi-part messages (depending upon your
> configuration settings) e.g; a text/html part or vCard
> * in case the character set gets mangled somehow.
> 
> Rather than testing that any of these might be
> applicable/second-guessing the user, the system makes the links
> available no matter what.
> 
> It's all perl though, you can make a local copy of anything you don't
> like and butcher it to your heart's content.
> 

The thing here is that the interface is presenting far too much information 
for my users (both admin and self service UIs), thus why I'm trying to 
streamline it as best I can. Would you know which modules these links are 
generated by? At least then I can hack them out in the local override 
directory.

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


From ruslan.zakirov at gmail.com  Thu Oct 22 18:21:00 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Oct 2009 02:21:00 +0400
Subject: [rt-users] $MyRequestsLength and $MyTicketsLength
In-Reply-To: <4AE0D1CD.4010005@gmail.com>
References: <4AE0D1CD.4010005@gmail.com>
Message-ID: <589c94400910221521l49f404f9s5453177a1d9b739@mail.gmail.com>

Mauricio,

These options valid for RT 3.4 as I recall and were defining number of
tickets people see on the "RT at glance" page in "Tickets I own" and
"My requests" boxes respectively.

These days in 3.8 there is only one option, but people with rights can
control this option themself from the preferences page. System default
is $DefaultSummaryRows option in the config.

In 3.4 "RT At Glance" was semi-static and based on components. Now
it's based on saved searches and other saved components. All searches
respect this option.

On Fri, Oct 23, 2009 at 1:42 AM, Mauricio Tavares  wrote:
> ? ? ? ?Can anyone explain me what $MyTicketsLength and $MyRequestsLength
> actually do? The book states that
>
> ? ? $MyTicketsLength is the length of the owned tickets table on the
> front page. For some people, the default of 10 isn't big enough to get a
> feel for how much work needs to be done before you get some time off.
>
> ? ? $MyRequestsLength is the length of the requested tickets table on
> the front page.
>
> but those explanations still leave me in the dark.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Thu Oct 22 18:23:40 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Oct 2009 18:23:40 -0400
Subject: [rt-users] VERP {excuse me}
Message-ID: 

How does one get VERP working with RT exactly? There's a config
setting for a VERP
prefix, but what are you supposed to do with bounced messages coming
in to VERP'd
addresses? I see nothing in the wiki, book, list archives or codebase
about this...

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


From ggreene at minervanetworks.com  Thu Oct 22 18:36:14 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Thu, 22 Oct 2009 15:36:14 -0700
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: 
Message-ID: 

On 10/22/09 3:04 PM, "Jerrad Pierce" 
wrote:
>> The thing here is that the interface is presenting far too much information
>> for my users (both admin and self service UIs), thus why I'm trying to
> I'd recommend just getting used to it.

If I had to "just get used to it" as you put it, we'd never move over to
using RT. The corporate culture here is very non-forgiving of IT if we don't
give them exactly what they want. Thankfully, I've managed to do everything
I want with only a couple of small items left on my plate for testing with
more users here.
 
>> streamline it as best I can. Would you know which modules these links are
>> generated by? At least then I can hack them out in the local override
>> directory.
> Not modules, Mason file sin share/html

Yup. This worked beautifully. I've successfully hacked up local overrides to
these that do exactly what I wanted.
 
> Alternatively, you might create a custom CSS theme that display:none's the
> icky classes like downloadattachment. While you're still sending the bytes,
> your modifications are more future proof this way.
> 
> Another advantage of doing it with CSS is that you can set the default CSS
> to the custom theme, but this would still allow power users the ability to
> revert to RT "as it ought to be."

The "as it aught to be" line there is highly subjective. ;) Thankfully, I've
managed to get everything short of the Priorities changes that I want done,
which looks like I have to upgrade to 3.8.4 or higher to use the extension I
need for that (PriorityAsString), plus add a CF for Severity. So far, so
good. :)

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



From ruslan.zakirov at gmail.com  Thu Oct 22 18:41:42 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Oct 2009 02:41:42 +0400
Subject: [rt-users] VERP {excuse me}
In-Reply-To: 
References: 
Message-ID: <589c94400910221541w3e0a6d03re46a3e47105c6b30@mail.gmail.com>

Jerrard,

RT doesn't do anything with bounces.

http://en.wikipedia.org/wiki/Variable_envelope_return_path#How_VERP_solves_the_bounce_handling_problem

Actually VERP in RT is not about recipients as RT sends one mail per
many recipients, but about creator and it's only for you to decide how
to use it.

Grep for VERP in code, it's ~10 lines in one file. Pretty easy to understand.

True VERP can be useful as text of bounces is not standardized and
sometimes it's hard to get recipient out of a bounce message, we even
don't talk about reason of a bounce.

Handling bounces:
http://wiki.bestpractical.com/history/RtBounceHandler

On Fri, Oct 23, 2009 at 2:23 AM, Jerrad Pierce
 wrote:
> How does one get VERP working with RT exactly? There's a config
> setting for a VERP
> prefix, but what are you supposed to do with bounced messages coming
> in to VERP'd
> addresses? I see nothing in the wiki, book, list archives or codebase
> about this...
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Thu Oct 22 20:11:03 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Oct 2009 20:11:03 -0400
Subject: [rt-users] VERP {excuse me}
In-Reply-To: 
References:  
	<589c94400910221541w3e0a6d03re46a3e47105c6b30@mail.gmail.com> 
	
Message-ID: 

(Neglected to reply-to all earlier, have added additional info about
current status)

> Grep for VERP in code, it's ~10 lines in one file. Pretty easy to understand.
Right, did that, which is why I was wondering where the other half was,
to which you've responded "roll your own." Fair enough.

It seems a cheap system might be to do:
 ?#RT_SiteConfig.pm
 ?Set($VERPPrefix, 'verp+');

 ?#/etc/aliases
 ?verp: "|/opt/rt3/bin/rt-mailgate --queue General --action comment --url
 https://rt.example.org/"

...except that subject's aren't preserved in bounces

> Handling bounces:
> http://wiki.bestpractical.com/history/RtBounceHandler
Seen it. Never got it to work, and haven't had a chance to get back
around to it, but it would be nice.

It did not work well with the SpamAssassin filter since it seems to pick an
odd sender from the original message (MAILER-DAEMON). I added a minor patch,
which I'll post to the wiki, to use the VERP address if available. With this the
system allowed the comment to be logged.

I'll probably end up creating a wrapper around this though, to set a
flag indicating the user's address is bad; CF{Tags}.='bounce'


From guhcampos at gmail.com  Thu Oct 22 21:26:30 2009
From: guhcampos at gmail.com (Gustavo Campos)
Date: Thu, 22 Oct 2009 23:26:30 -0200
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: 
References:  
	
Message-ID: <19834d100910221826o6e726679ucf213a75a79166e0@mail.gmail.com>

I've been messing around with RT for some time at my company and I
have some sort of advice for you: you can change absolutely everything
in RT, you just have to know how.

RT creates on it's folder a subfolder called local, that is pretty
much a mirror of RT directory tree. For what I've seem, you can
override almost any RT file with that, without messing up your
installation.

How does it affect you?

Well, my mission is, as yours, to adapt RT to our company needs, and
that includes hiding information from the user and changing the themes
and templates. Some of our changes could not be done only with
permissions, for example: I need to hide the 'SLA' custom field on
ticket creation, but need the staff to be able to see it's auto-set
value after the ticket is already created - but I don't want staff to
be able to modify it. How did I do it? Simply override the create
ticket template with one that supress that custom field.

You can change the way things are presented, like the menu's and so,
you can create your own css theme, adapt HTML code to that theme,
include and exclude information. You just have to find from which file
it comes from, copy it "in place" from it's original folder to the
corresponding folder under 'local' and be happy.

It's not easy stuff, specially if you don't know perl (as I don't) but
it's worth a try.

On Thu, Oct 22, 2009 at 8:36 PM, Gary Greene
 wrote:
> On 10/22/09 3:04 PM, "Jerrad Pierce" 
> wrote:
>>> The thing here is that the interface is presenting far too much information
>>> for my users (both admin and self service UIs), thus why I'm trying to
>> I'd recommend just getting used to it.
>
> If I had to "just get used to it" as you put it, we'd never move over to
> using RT. The corporate culture here is very non-forgiving of IT if we don't
> give them exactly what they want. Thankfully, I've managed to do everything
> I want with only a couple of small items left on my plate for testing with
> more users here.
>
>>> streamline it as best I can. Would you know which modules these links are
>>> generated by? At least then I can hack them out in the local override
>>> directory.
>> Not modules, Mason file sin share/html
>
> Yup. This worked beautifully. I've successfully hacked up local overrides to
> these that do exactly what I wanted.
>
>> Alternatively, you might create a custom CSS theme that display:none's the
>> icky classes like downloadattachment. While you're still sending the bytes,
>> your modifications are more future proof this way.
>>
>> Another advantage of doing it with CSS is that you can set the default CSS
>> to the custom theme, but this would still allow power users the ability to
>> revert to RT "as it ought to be."
>
> The "as it aught to be" line there is highly subjective. ;) Thankfully, I've
> managed to get everything short of the Priorities changes that I want done,
> which looks like I have to upgrade to 3.8.4 or higher to use the extension I
> need for that (PriorityAsString), plus add a CF for Severity. So far, so
> good. :)
>
> --
> 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
>



-- 
Gustavo Campos
Sistemas de Informa??o - UFMG


From ruslan.zakirov at gmail.com  Thu Oct 22 23:45:32 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Oct 2009 07:45:32 +0400
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: <19834d100910221826o6e726679ucf213a75a79166e0@mail.gmail.com>
References: 
	
	<19834d100910221826o6e726679ucf213a75a79166e0@mail.gmail.com>
Message-ID: <589c94400910222045g4d80e4bdw7276ace123553edb@mail.gmail.com>

On Fri, Oct 23, 2009 at 5:26 AM, Gustavo Campos  wrote:

[snip]

> Well, my mission is, as yours, to adapt RT to our company needs, and
> that includes hiding information from the user and changing the themes
> and templates. Some of our changes could not be done only with
> permissions, for example: I need to hide the 'SLA' custom field on
> ticket creation, but need the staff to be able to see it's auto-set
> value after the ticket is already created - but I don't want staff to
> be able to modify it. How did I do it? Simply override the create
> ticket template with one that supress that custom field.

Gustavo, I do believe that this task with SLA CF can be acomplished
by revoking ModifyCustomField right on this CF from all users, just
grant them SeeCustomField.

Even if you can not do that because of some reason then it's better
to learn about callbacks. I think it's possible to use callbacks to hide
CFs from Create/Edit/Display pages. Callbacks are easier to port
over RT upgrades, they usually just work.

Even if callback is not there then another way is to patch file/move
it to local just to add a callback. It's also easier upgrade as callback
addition is an one-line change.

-- 
Best regards, Ruslan.


From varun.vyas at elitecore.com  Fri Oct 23 01:13:10 2009
From: varun.vyas at elitecore.com (Varun)
Date: Fri, 23 Oct 2009 10:43:10 +0530
Subject: [rt-users] RT : Apache Resource Usage
In-Reply-To: 
References: <000601ca52d6$a6ebca30$4f07a8c0@elitecore.com>
	
Message-ID: <000801ca539f$83c212c0$4f07a8c0@elitecore.com>

Hi Jerad

Can you can tell me how is your apache configuration that keeps your apache
running smoothly and also giving good thoughput to user end as well (i.e
loading pages and searches quickly on concurrent request from users). Or
provide me with your apache configuration file and configuration of RT

Any help is highly appreciated

Thanks
Varun

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Thursday, October 22, 2009 8:02 PM
To: Varun
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT : Apache Resource Usage

> performance will degrade on concurrent request of RT users. Can any one
> suggest me how I can get best of both the worlds i.e giving good
performance
> plus limiting memory consumption also. I have RHEL 4 and its kernel
version
mod_perl with max time to live set for Apache?

I'm running RHEL4 on 2Gb with a mod_perl based RT (RHEL has a working
mod_perl package afterall) and no memory issues.



From natxo.asenjo at gmail.com  Fri Oct 23 02:16:14 2009
From: natxo.asenjo at gmail.com (Natxo Asenjo)
Date: Fri, 23 Oct 2009 08:16:14 +0200
Subject: [rt-users] A few small changes I'd like to make to our RT....
In-Reply-To: 
References: 
	
Message-ID: <90f6e8270910222316l68557fe5t1ada030f88d7753b@mail.gmail.com>

On Fri, Oct 23, 2009 at 12:36 AM, Gary Greene
wrote:

> On 10/22/09 3:04 PM, "Jerrad Pierce" 
> wrote:
> >> The thing here is that the interface is presenting far too much
> information
> >> for my users (both admin and self service UIs), thus why I'm trying to
> > I'd recommend just getting used to it.
>
> If I had to "just get used to it" as you put it, we'd never move over to
> using RT. The corporate culture here is very non-forgiving of IT if we
> don't
> give them exactly what they want. Thankfully, I've managed to do everything
> I want with only a couple of small items left on my plate for testing with
> more users here.
>

Bestpractical has consultants that can help you streamline your RT
installation to your users' wishes:
http://bestpractical.com/services/development.html

I mean, it's open source, but it does not have to cost zero, does it? Other
solutions cost a lot and you don't even get the chance to change the
functionality.

That is the typical solution for other software solution in environments
like yours anyway, I am surprised I even have to point it to you :-)

-- 
Natxo
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From laas.toom at eenet.ee  Fri Oct 23 05:00:05 2009
From: laas.toom at eenet.ee (Laas Toom)
Date: Fri, 23 Oct 2009 12:00:05 +0300
Subject: [rt-users] RT-IR IP lookup slow
Message-ID: <144C414D-D371-4999-AA66-0C959FC3FA12@eenet.ee>

Hello!

We have RT with ca 50 000 tickets in it, which, I think,  has been  
running since 3.2 and upgraded lately to 3.8.5. After that I added RT- 
IR to it and everything seems to be fine except the Lookup IP query.  
First of all it takes ages. MySQL slow log reports query_time in order  
of 500 to 800 seconds and rows examined 3 to 4 millions.

And after I wait through it I get irrelevant data - Incident Reports  
and Incidents, which do not have this IP nowhere in them.

Before I upgraded the RT and installed RTIR to it, I copied the whole  
database for testing (that means all the same content in it except  
newer tickets) and played around with RTIR a bit. I did not notice the  
slowness in the test database and IIRC the virgin production RTIR was  
fast also. But search results were irrelevant in test too (though at  
the time I hoped it was my testing that messed things up). And lookup  
in the production DB seems to grow slower with every Incident Report  
added.

Can somebody take a look at this query (taken from slow log) if this  
seems correct and why does RT join ObjectCustomFieldValues to itself 4  
times and perform WHERE lookup on different fields in all of them.

Below are the query and it's explain from phpMyAdmin.

Best,
Laas


SELECT DISTINCT main.* FROM Tickets main JOIN ObjectCustomFieldValues  
ObjectCustomFieldValues_3  ON ( ObjectCustomFieldValues_3.CustomField  
= '14' ) AND ( ObjectCustomFieldValues_3.Disabled = '0' ) AND  
( ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket' ) AND (
ObjectCustomFieldValues_3.ObjectId = main.id ) JOIN  
ObjectCustomFieldValues ObjectCustomFieldValues_4  ON  
( ObjectCustomFieldValues_4.Disabled = '0' ) AND  
( ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket' ) AND  
( ObjectCustomFieldValues_4.CustomField = '14' )
AND ( ObjectCustomFieldValues_4.ObjectId = main.id ) JOIN  
ObjectCustomFieldValues ObjectCustomFieldValues_1  ON  
( ObjectCustomFieldValues_1.CustomField = '14' ) AND  
( ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND  
( ObjectCustomFieldValues_1.Disabled =
'0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) JOIN  
Transactions Transactions_5  ON ( Transactions_5.ObjectId = main.id
) JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2  ON  
( ObjectCustomFieldValues_2.Disabled = '0' ) AND  
( ObjectCustomFieldValues_2.ObjectId = main.id ) AND  
( ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) AND  
( ObjectCustomFieldValues_2.CustomField =
  '14' )  WHERE (main.Status != 'deleted') AND  
(Transactions_5.ObjectType = 'RT::Ticket') AND  
( (  (  (  (  ( ObjectCustomFieldValues_1.Content <= '193.040.010.218'  
OR  (  ( ObjectCustomFieldValues_1.Content = '' OR  
ObjectCustomFieldValues_1.Content IS NULL )  AND
ObjectCustomFieldValues_1.LargeContent <=  
'193.040.010.218' )  )  )  )  AND   
(  (  ( ObjectCustomFieldValues_2.LargeContent >=  
'193.040.010.218' )  )  )  AND   
(  (  ( ObjectCustomFieldValues_3.Content >= '000.000.000.000' OR   
(  ( ObjectCustomFieldValues_3.Content
  = '' OR ObjectCustomFieldValues_3.Content IS NULL )  AND  
ObjectCustomFieldValues_3.LargeContent >=  
'000.000.000.000' )  )  )  )  AND   
(  (  ( ObjectCustomFieldValues_4.LargeContent <=  
'255.255.255.255' )  )  )  )  )  AND  ( Transactions_5.Created >  
'2009-08-08 10:56:21' ) ) AND (main.Type = 'ticket') AND  
(main.EffectiveId = main.id)

id	select_type	table	type	possible_keys	key	key_len	ref	rows	Extra
1	SIMPLE	ObjectCustomFieldValues_1	ref	 
TicketCustomFieldValues1,TicketCustomFieldValues2,...	 
ObjectCustomFieldValues3	263	const,const,const	3832	Using where; Using  
temporary
1	SIMPLE	ObjectCustomFieldValues_3	ref	 
TicketCustomFieldValues1,TicketCustomFieldValues2,...	 
TicketCustomFieldValues1	8	 
const,rt3.ObjectCustomFieldValues_1.ObjectId	1	Using where
1	SIMPLE	ObjectCustomFieldValues_4	ref	 
TicketCustomFieldValues1,TicketCustomFieldValues2,...	 
TicketCustomFieldValues1	8	 
const,rt3.ObjectCustomFieldValues_1.ObjectId	1	Using where
1	SIMPLE	ObjectCustomFieldValues_2	ref	 
TicketCustomFieldValues1,TicketCustomFieldValues2,...	 
TicketCustomFieldValues1	8	 
const,rt3.ObjectCustomFieldValues_1.ObjectId	1	Using where
1	SIMPLE	main	eq_ref	PRIMARY,Tickets3,Tickets4,Tickets5,Tickets6	 
PRIMARY	4	rt3.ObjectCustomFieldValues_2.ObjectId	1	Using where
1	SIMPLE	Transactions_5	ref	Transactions1	Transactions1	70	 
const,rt3.ObjectCustomFieldValues_1.ObjectId	1	Using where; Distinct

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From arekm at maven.pl  Fri Oct 23 05:24:01 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Fri, 23 Oct 2009 11:24:01 +0200
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
Message-ID: <200910231124.01466.arekm@maven.pl>


I have a very serious security problem with 3.8 installation (3.8.6 
currently). 

Logged User sessions are being mixed up. One logged user is becoming another 
logged user as seen by rt. It happens in different moments. 

For example I'm user A and after clicking to view some ticket I become user B. 

Or I'm logged in into user A but suddently I get monit about need to log in 
and after loging in with user A data I'm becoming user C (in this case 
"Successful login for .." isn't logged into logs).

Tried using default settings (session keept in mysql) but also 
Apache::Session::File. Problem happens in both cases. I'm using mod_perl to 
run rt.

Happens with different browsers, firefox, opera.

Any ideas on how to debug it?

perl packages are in fresh versions:

apache-mod_perl-2.0.4-3.i686       
openssl-tools-perl-0.9.8k-2.i686   
perl-AI-DecisionTree-0.08-2.i686   
perl-AnyData-0.10-4.noarch         
perl-Apache-DBI-1.06-1.noarch      
perl-Apache-Scoreboard-2.08-7.i686 
perl-Apache-Session-1.88-1.noarch  
perl-Apache-Session-Wrapper-0.33-1.noarch
perl-Apache-VMonitor-2.06-1.noarch       
perl-AppConfig-1.66-1.noarch             
perl-Authen-SASL-2.13-1.noarch           
perl-base-5.10.1-2.i686                  
perl-Bit-Vector-7.1-1.i686               
perl-BSD-Resource-1.2901-2.i686          
perl-Cache-DB_File-0.2-7.noarch          
perl-Cache-Simple-TimedExpiry-0.27-1.noarch
perl-Calendar-Simple-1.19-1.noarch         
perl-Carp-Assert-0.20-2.noarch             
perl-Carp-Assert-More-1.12-3.noarch        
perl-Carp-Clan-6.00-1.noarch               
perl-CGI-3.48-1.noarch                     
perl-CGI-LogCarp-1.12-10.noarch            
perl-CGI-SpeedyCGI-2.22-15.i686            
perl-Chart-PNGgraph-1.21-7.noarch          
perl-Class-Accessor-0.34-1.noarch          
perl-Class-Accessor-Chained-0.01-2.noarch  
perl-Class-Container-0.12-2.noarch         
perl-Class-Data-Inheritable-0.08-1.noarch  
perl-Class-Inspector-1.24-1.noarch         
perl-Class-MakeMethods-1.01-2.noarch       
perl-Class-MethodMaker-2.11-2.i686         
perl-Class-MixinFactory-0.92-2.noarch      
perl-Class-ReturnValue-0.55-1.noarch       
perl-Class-Singleton-1.4-1.noarch          
perl-Clone-0.31-1.i686                     
perl-Config-Tiny-2.12-2.noarch             
perl-Convert-ASN1-0.21-2.noarch            
perl-Convert-Recode-1.04-2.noarch          
perl-CSS-Squish-0.07-1.noarch              
perl-Curses-1.26-2.i686                    
perl-Curses-Forms-1.997-1.noarch           
perl-Curses-Widgets-1.997-5.noarch         
perl-Data-Flow-0.09-3.noarch               
perl-Data-ICal-0.13-5.noarch               
perl-Data-Library-0.1-1.noarch             
perl-Date-Calc-6.0-1.i686                  
perl-DateTime-0.50-1.i686                  
perl-DateTime-Event-ICal-0.09-2.noarch     
perl-DateTime-Event-Recurrence-0.16-4.noarch
perl-DateTime-Format-ICal-0.09-1.noarch     
perl-DateTime-Format-Mail-0.3001-1.noarch   
perl-DateTime-Format-Strptime-1.0701-1.noarch
perl-DateTime-Format-W3CDTF-0.04-1.noarch    
perl-DateTime-Locale-0.44-1.noarch           
perl-DateTime-Set-0.25-3.noarch              
perl-DateTime-TimeZone-0.72-1.noarch         
perl-DBD-AnyData-0.09-1.noarch               
perl-DBD-Chart-0.82-2.noarch                 
perl-DBD-CSV-0.22-3.noarch                   
perl-DBD-LDAP-0.10-1.i686                    
perl-DBD-mysql-4.013-1.i686                  
perl-DBD-ODBC-1.23-1.i686                    
perl-DBD-Pg-2.15.1-3.i686                    
perl-DBD-SQLite-1.25-1.i686                  
perl-DBD-Sybase-1.09-2.i686                  
perl-DBD-XBase-0.241-3.noarch                
perl-DB_File-1.820-2.i686                    
perl-DBI-1.608-1.i686                        
perl-DBI-ProfileDumper-Apache-1.608-1.i686   
perl-DBIx-Abstract-1.006-2.noarch            
perl-DBIx-AbstractLite-0.02-5.noarch         
perl-DBIx-AnyDBD-2.01-4.noarch               
perl-DBIx-BLOB-Handle-0.2-6.noarch           
perl-DBIx-CGI-0.06-9.noarch                  
perl-DBIx-ContextualFetch-1.03-2.noarch      
perl-DBIx-Copy-0.02-5.noarch                 
perl-DBIx-Cursor-0.14-4.noarch               
perl-DBIx-DataLookup-0.03-5.noarch           
perl-DBIx-DataSource-0.02-5.noarch           
perl-DBIx-DBSchema-0.36-1.noarch             
perl-DBIx-Easy-1.40-2.noarch                 
perl-DBIx-FetchLoop-0.41-1.noarch            
perl-DBIx-HTMLView-0.9-7.noarch              
perl-DBIx-Librarian-0.6-2.noarch             
perl-DBIx-Recordset-0.26-2.noarch            
perl-DBIx-SearchBuilder-1.56-1.noarch        
perl-DBIx-SQLEngine-0.93-3.noarch            
perl-DBIx-Table-0.04-5.noarch                
perl-DBIx-TableHash-1.04-4.noarch            
perl-DBIx-TextIndex-0.27-2.i686              
perl-DBIx-XML_RDB-0.05-8.noarch              
perl-devel-5.10.1-2.i686                     
perl-Devel-StackTrace-1.22-1.noarch          
perl-Devel-Symdump-2.0602-2.noarch           
perl-Digest-HMAC-1.01-12.noarch              
perl-Digest-SHA1-2.11-3.i686                 
perl-dirs-2.1-18.i686                        
perl-Email-Abstract-3.001-1.noarch           
perl-Email-Address-1.889-1.noarch            
perl-Email-Date-Format-1.002-1.noarch        
perl-Email-Simple-2.005-1.noarch             
perl-Encode-2.37-1.i686                      
perl-Error-0.15-7.noarch                     
perl-Error-Dumb-0.02-4.noarch                
perl-Exception-Class-1.26-1.noarch           
perl-ExtUtils-MakeMaker-6.54-1.noarch        
perl-FCGI-0.67-7.i686                        
perl-File-Find-Rule-0.30-2.noarch            
perl-File-ShareDir-1.00-2.noarch             
perl-File-Slurp-9999.12-1.noarch             
perl-File-Slurp-Tree-1.24-1.noarch           
perl-Font-AFM-1.19-3.noarch                  
perl-GD-2.44-1.i686                          
perl-GD-Graph-1.4308-5.noarch                
perl-GD-TextUtil-0.86-3.noarch               
perl-GnuPG-Interface-0.36-1.noarch           
perl-GraphViz-2.02-2.noarch                  
perl-GSSAPI-0.26-4.i686                      
perl-GTop-0.15-3.i686                        
perl-Hook-LexWrap-0.20-1.noarch              
perl-HTML-Format-2.04-2.noarch               
perl-HTML-Mason-1.42-1.noarch                
perl-HTML-Parser-3.62-1.i686                 
perl-HTML-RewriteAttributes-0.03-1.noarch    
perl-HTML-Scrubber-0.08-2.noarch             
perl-HTML-Stream-1.60-1.noarch               
perl-HTML-Tagset-3.20-1.noarch               
perl-HTML-Template-2.9-1.noarch              
perl-HTML-Template-Extension-0.26-1.noarch   
perl-HTML-Tree-3.23-1.noarch                 
perl-HTTP-Response-Encoding-0.06-1.noarch    
perl-HTTP-Server-Simple-0.41-1.noarch        
perl-HTTP-Server-Simple-Mason-0.13-1.noarch  
perl-IO-Socket-INET6-2.56-1.noarch           
perl-IO-Socket-SSL-1.31-1.noarch             
perl-IO-String-1.08-2.noarch                 
perl-IO-stringy-2.110-2.noarch               
perl-IPC-Run-0.84-1.noarch                   
perl-ldap-0.39-1.noarch                      
perl-libapreq2-2.12-1.i686                   
perl-libs-5.10.1-2.i686                      
perl-libwww-5.833-1.noarch                   
perl-List-MoreUtils-0.22-4.i686              
perl-Locale-Maketext-1.13-2.noarch           
perl-Locale-Maketext-Fuzzy-0.10-1.noarch     
perl-Locale-Maketext-Lexicon-0.77-1.noarch   
perl-Log-Channel-0.7-2.noarch                
perl-Log-Dispatch-2.26-1.noarch              
perl-Log-Dispatch-Config-1.02-1.noarch       
perl-LWP-Parallel-2.57-2.noarch              
perl-Mail-GnuPG-0.15-1.noarch                
perl-Mail-POP3Client-2.18-1.noarch           
perl-Mail-SpamAssassin-3.2.5-2.i686          
perl-Mail-SPF-Query-1.999.1-2.noarch         
perl-MailTools-2.04-1.noarch                 
perl-MasonX-Interp-WithCallbacks-1.17-1.noarch
perl-MasonX-Lexer-MSP-0.11-2.noarch           
perl-MasonX-Profiler-0.06-2.noarch            
perl-MasonX-Request-ExtendedCompRoot-0.03-2.noarch
perl-MasonX-Request-ExtendedCompRoot-WithApacheSession-0.03-1.noarch
perl-MasonX-Request-HTMLTemplate-0.05-1.noarch                      
perl-MasonX-Request-WithApacheSession-0.30-1.noarch                 
perl-MasonX-Resolver-CVS-0.02-1.noarch                              
perl-MIME-Base64-3.07-3.i686                                        
perl-MIME-Explode-0.38-2.i686                                       
perl-MIME-Fast-1.6-2.i686                                           
perl-MIME-Lite-3.027-1.noarch                                       
perl-MIME-tools-5.427-1.noarch                                      
perl-MIME-Types-1.28-1.noarch                                       
perl-mod_perl-2.0.4-3.i686                                          
perl-modules-5.10.1-2.i686                                          
perl-Module-Versions-Report-1.06-1.noarch                           
perl-Net-CIDR-Lite-0.20-2.noarch                                    
perl-Net-Daemon-0.43-2.noarch                                       
perl-Net-DNS-0.65-2.i686                                            
perl-Net-IP-1.25-2.noarch                                           
perl-Net-Jabber-2.0-2.noarch                                        
perl-Net-Server-0.97-3.noarch                                       
perl-Net-SSLeay-1.30-5.i686                                         
perl-Net-XMPP-1.02-1.noarch                                         
perl-Number-Compare-0.01-4.noarch                                   
perl-Params-CallbackRequest-1.19-1.noarch                           
perl-Params-Util-1.00-2.i686                                        
perl-Params-Validate-0.91-2.i686                                    
perl-parent-0.223-1.noarch                                          
perl-Parse-RecDescent-1.962.2-1.noarch                              
perl-PerlIO-eol-0.14-3.i686                                         
perl-PlRPC-0.2020-1.noarch                                          
perl-Pod-Escapes-1.04-2.noarch                                      
perl-Pod-Tree-1.16-1.noarch                                         
perl-POE-1.268-1.noarch                                             
perl-PPI-1.206-1.noarch                                             
perl-Regexp-Common-2.122-1.noarch                                   
perl-relative-0.04-1.noarch                                         
perl-RT-Client-REST-0.37-1.noarch                                   
perl-Scalar-List-Utils-1.21-1.i686                                  
perl-Set-Infinite-0.63-1.noarch                                     
perl-Socket6-0.23-1.i686                                            
perl-SQL-Statement-1.15-2.noarch                                    
perl-Sys-Hostname-Long-1.4-2.i686                                   
perl-Template-Toolkit-2.22-1.i686
perl-Term-ReadKey-2.30-5.i686
perl-Test-Email-0.07-2.noarch
perl-Test-HTTP-Server-Simple-0.03-1.noarch
perl-Test-HTTP-Server-Simple-StashWarnings-0.03-2.noarch
perl-Test-LongString-0.11-1.noarch
perl-Test-WWW-Mechanize-1.24-1.noarch
perl-Text-Autoformat-1.666.0-1.noarch
perl-Text-CSV_XS-0.67-1.i686
perl-Text-Glob-0.08-1.noarch
perl-Text-Quoted-2.05-1.noarch
perl-Text-Reform-1.20-1.noarch
perl-Text-Template-1.45-1.noarch
perl-Text-vFile-asData-0.05-2.noarch
perl-Text-WikiFormat-0.79-2.noarch
perl-Text-Wrapper-1.02-1.noarch
perl-Tie-Watch-1.2-3.noarch
perl-TimeDate-1.19-1.noarch
perl-Time-modules-2006.0814-1.noarch
perl-Tk-804.028-5.i686
perl-tools-pod-5.10.1-2.i686
perl-Tree-DAG_Node-1.06-1.noarch
perl-Tree-MultiNode-1.0.10-2.noarch
perl-Tree-Nary-1.3-2.noarch
perl-Tree-RedBlack-0.5-1.noarch
perl-Tree-Simple-1.18-1.noarch
perl-Tree-Simple-VisitorFactory-0.10-2.noarch
perl-Tree-Trie-1.5-1.noarch
perl-UNIVERSAL-require-0.11-1.noarch
perl-URI-1.40-1.noarch
perl-Want-0.18-2.i686
perl-WWW-Mechanize-1.60-1.noarch
perl-XML-NamespaceSupport-1.10-1.noarch
perl-XML-Parser-2.36-5.i686
perl-XML-RSS-1.46-1.noarch
perl-XML-SAX-0.96-1.noarch
perl-XML-Simple-2.18-2.noarch
perl-XML-Stream-1.22-3.noarch
perl-YAML-0.68-1.noarch

config:
# grep -v '^#' /etc/rt3/RT_SiteConfig.pm | grep -v '^$'
Set($rtname, 'domena.pl');                                        
Set($EmailSubjectTagRegex, qr/(?:bla1\.eu|bla2\.pl)/i );       
Set($Organization , "Something");                          
Set($Timezone , 'Europe/Warsaw');                                 
Set($DatabaseUser , 'someuser');                            
Set($DatabasePassword , 'somepass');         
Set($DatabaseName , 'rt3');                                       
Set($OwnerEmail , 'sysadmin at ble3.pl');                           
Set($LoopsToRTOwner , 0);                                         
Set($StoreLoops , 0);                                             
Set($MaxAttachmentSize , 10000000);                               
Set($RTAddressRegexp , '^rt\@rt.ble.pl$');                      
Set($CanonicalizeOnCreate , 0);                                   
Set($CorrespondAddress , 'sysadmin at ble3.pl');                    
Set($CommentAddress , 'sysadmin at ble3.pl');                       
Set($MailCommand , 'sendmailpipe');
Set($SendmailArguments , "-oi -t");
Set($SendmailBounceArguments , '-f "<>"');
Set($UseFriendlyFromLine , 1);
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
Set($UseFriendlyToLine , 1);
Set($NotifyActor, 0);
Set($RecordOutgoingEmail, 1);
Set($LogToSyslog    , 'error');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log
Set($WebPath , "");
Set($WebPort , 443);
Set($WebBaseURL , "https://rt.ble.eu");
Set($WebURL , $WebBaseURL . $WebPath . "/");
Set($WebImagesURL , $WebPath . "/NoAuth/images/");
Set($LogoURL , $WebImagesURL . "bplogo.gif");
Set($MessageBoxRichText, 0);
Set($MessageBoxWidth , 120);
Set($MessageBoxHeight, 25);
Set($WikiImplicitLinks, 0);
Set($MaxInlineBody, 15728640);
Set($DefaultSummaryRows, 50);
Set($OldestTransactionsFirst, '1');
Set($ShowTransactionImages, 1);
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues 
MySupportQueues MyReminders  RefreshHomepage)]);
@EmailInputEncodings = qw(utf-8 iso-8859-2 iso-8859-1 us-ascii) unless 
(@EmailInputEncodings);
Set($EmailOutputEncoding , 'utf-8');
Set($DateDayBeforeMonth , 1);
Set($AmbiguousDayInPast , 1);
Set($TrustHTMLAttachments, 1);
Set(%GnuPGOptions,
    homedir => '/var/lib/rt-gpg',
);
Set($AutoLogoff, 180);
Set($WebSecureCookies, 1);
1;

part of vhost config:
    DocumentRoot /usr/share/rt3/html
    Alias /NoAuth/images/ /usr/share/rt3/html/NoAuth/images/
    Alias /error/ "/home/services/httpd/error/"             
    AddDefaultCharset UTF-8                                 

    PerlModule Apache2::compat

    PerlModule Apache::DBI
    PerlRequire /usr/bin/webmux.pl

    
          

    
        AuthUserFile /somefile
        AuthGroupFile /dev/null                     
        AuthName Strefa-admin                       
        AuthType Basic                              
        AddDefaultCharset UTF-8                     
        Options ExecCGI

        SetHandler perl-script
        PerlHandler RT::Mason
    

ps. I didn't have this problem for some time but it started to happen again :/

-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From alexyoung at scoutsolutions.co.uk  Fri Oct 23 05:47:02 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Fri, 23 Oct 2009 10:47:02 +0100
Subject: [rt-users] Searching on CF's not working with RT3.8.6
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64010DDAE3@s-wor-e-001.SCOUTSOFFICE.local>

We have just upgraded from 3.8.2 to 3.8.6 and everything has been fine,
but we have ran into our first problem; when searching on custom fields
it's ignoring the CF and returning all results.

 

This is one of the searches we are trying:

Queue = 'Client Support' AND Subject LIKE 'schedule' AND 'CF.{Client}'
LIKE 'ClientName' AND 'CF.{Client category}' LIKE 'Core Client'

 

Have also tried similar searches without the category. It just returns
all results from the Client support queue with schedule in the subject.

 

I have just gone through the UPGRADE docs again, and I'm not seeing any
steps I could have missed, so what's happened?

 

Thanks,

Alex

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From martyn.haynes at gmail.com  Fri Oct 23 06:05:06 2009
From: martyn.haynes at gmail.com (Martyn Haynes)
Date: Fri, 23 Oct 2009 11:05:06 +0100
Subject: [rt-users] RT-Users Digest, Vol 67, Issue 53
In-Reply-To: 
References: 
Message-ID: 

Hi,

We have RT 3.6.6 running which for some unknown reason has stopped
sending replies via email.  Auto responders are working but replies
are added (and can be viewed via RT) but not emailed out.   We're not
aware of any configuration change that may have caused this.

Does anyone have any idea on where to start to debug this issue?

any help much appreciated.
Martyn


From marcus at better.se  Fri Oct 23 08:52:59 2009
From: marcus at better.se (Marcus Better)
Date: Fri, 23 Oct 2009 14:52:59 +0200
Subject: [rt-users] incoming mail lost after possible httpd crash
Message-ID: 

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

Hi,

today we almost lost an incoming e-mail that was processed by rt-mailgate 
but never appeared in RT as a ticket. The only thing I can see in the web 
server logs around the time of the event is the following line:

[Fri Oct 23 08:41:31 2009] [notice] child pid 21284 exit signal Segmentation 
fault (11)

So it looks like the Apache process crashed, and the ticket was never 
created. We only noticed because we copy all mail to another mailbox for 
manual inspection.

Now my questions:

* How can I avoid future web server crashes, or at least get better 
diagnostics when it happens?

* Can rt-mailgate be configured not to drop the mail on the floor if the 
reception fails? I would like the mail delivery to be retried by the mail 
system.

System details: RT 3.8.5 installed from the Debian package (request-
tracker3.8 3.8.5-1), Debian amd64, 4 GB RAM, Apache 2.2.9-10+lenny4 with 
prefork mpm and mod-perl2 2.0.4.

Cheers,

Marcus
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.10 (GNU/Linux)

iEYEARECAAYFAkrhpywACgkQXjXn6TzcAQmGYQCfXRWvQXnU57FrIH3OYVSN5ll0
KN0AoPl73tg1pmlww8dhnOgudQ6a2t/j
=o5Zs
-----END PGP SIGNATURE-----




From raubvogel at gmail.com  Fri Oct 23 12:17:51 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Fri, 23 Oct 2009 12:17:51 -0400
Subject: [rt-users] RT::Date used date::parse to make 1970-01-01
Message-ID: <4AE1D72F.8090202@gmail.com>

	I am finding a lot of those entries in my log:

Oct 23 11:40:58 tickets fetchmail[18602]: awakened at Fri 23 Oct 2009
11:40:58 AM EDT
Oct 23 11:40:58 tickets fetchmail[18602]: sleeping at Fri 23 Oct 2009
11:40:58 AM EDT for 90 seconds
Oct 23 11:41:49 tickets RT: RT::Date used date::parse to make 1970-01-01
18000
Oct 23 11:42:29 tickets fetchmail[18602]: awakened at Fri 23 Oct 2009
11:42:29 AM EDT
Oct 23 11:42:29 tickets fetchmail[18602]: sleeping at Fri 23 Oct 2009
11:42:29 AM EDT for 90 seconds
Oct 23 11:42:51 tickets RT: RT::Date used date::parse to make 1970-01-01
18000
Oct 23 11:43:30 tickets RT: RT::Date used date::parse to make 1970-01-01
18000
Oct 23 11:43:59 tickets fetchmail[18602]: awakened at Fri 23 Oct 2009
11:43:59 AM EDT

What are they trying to tell me? That I forgot to setup something?



From jesse at bestpractical.com  Fri Oct 23 12:35:46 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 12:35:46 -0400
Subject: [rt-users] RT::Date used date::parse to make 1970-01-01
In-Reply-To: <4AE1D72F.8090202@gmail.com>
References: <4AE1D72F.8090202@gmail.com>
Message-ID: <20091023163546.GH21065@bestpractical.com>




On Fri, Oct 23, 2009 at 12:17:51PM -0400, Mauricio Tavares wrote:
> 	I am finding a lot of those entries in my log:
> 
> Oct 23 11:41:49 tickets RT: RT::Date used date::parse to make 1970-01-01
> 18000

Can you tell me what version of RT you're running?


From jesse at bestpractical.com  Fri Oct 23 13:01:54 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 13:01:54 -0400
Subject: [rt-users] Searching on CF's not working with RT3.8.6
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64010DDAE3@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64010DDAE3@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <20091023170154.GL21065@bestpractical.com>




On Fri, Oct 23, 2009 at 10:47:02AM +0100, Alex Young wrote:
> We have just upgraded from 3.8.2 to 3.8.6 and everything has been fine,
> but we have ran into our first problem; when searching on custom fields
> it's ignoring the CF and returning all results.
> 
>  
> 
> This is one of the searches we are trying:
> 
> Queue = 'Client Support' AND Subject LIKE 'schedule' AND 'CF.{Client}'
> LIKE 'ClientName' AND 'CF.{Client category}' LIKE 'Core Client'
>

Can you turn on database logging and capture the SQL RT is generating?
(In an ideal world, you could also bring up a copy of your old 3.8.2
instance and do the same thing, but I understand how hard that is)

-j


From jpierce at cambridgeenergyalliance.org  Fri Oct 23 13:13:29 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Oct 2009 13:13:29 -0400
Subject: [rt-users] Searching on CF's not working with RT3.8.6
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E64010DDAE3@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E64010DDAE3@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: 

> We have just upgraded from 3.8.2 to 3.8.6 and everything has been fine, but
> we have ran into our first problem; when searching on custom fields it?s
> ignoring the CF and returning all results.
Works for me, although I've not run the upgrade scripts yet since I
have a "3.8.6"
running concurrently with 3.8.1 for testing.

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


From jesse at bestpractical.com  Fri Oct 23 13:14:22 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 13:14:22 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910231124.01466.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
Message-ID: <20091023171422.GM21065@bestpractical.com>




On Fri, Oct 23, 2009 at 11:24:01AM +0200, Arkadiusz Miskiewicz wrote:
> 
> I have a very serious security problem with 3.8 installation (3.8.6 
> currently). 
> 
> Logged User sessions are being mixed up. One logged user is becoming another 
> logged user as seen by rt. It happens in different moments. 
> 
> For example I'm user A and after clicking to view some ticket I become user B. 
> 
> Or I'm logged in into user A but suddently I get monit about need to log in 
> and after loging in with user A data I'm becoming user C (in this case 
> "Successful login for .." isn't logged into logs).
> 
> Tried using default settings (session keept in mysql) but also 
> Apache::Session::File. Problem happens in both cases. I'm using mod_perl to 
> run rt.

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?

-jesse


From jesse at bestpractical.com  Fri Oct 23 13:16:51 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 13:16:51 -0400
Subject: [rt-users] RT-IR IP lookup slow
In-Reply-To: <144C414D-D371-4999-AA66-0C959FC3FA12@eenet.ee>
References: <144C414D-D371-4999-AA66-0C959FC3FA12@eenet.ee>
Message-ID: <20091023171651.GN21065@bestpractical.com>




On Fri, Oct 23, 2009 at 12:00:05PM +0300, Laas Toom wrote:
> Hello!
> 
> We have RT with ca 50 000 tickets in it, which, I think,  has been  
> running since 3.2 and upgraded lately to 3.8.5. After that I added RT- 
> IR to it and everything seems to be fine except the Lookup IP query.  
> First of all it takes ages. MySQL slow log reports query_time in order  
> of 500 to 800 seconds and rows examined 3 to 4 millions.
 
 What sorts of tuning have you done to mysql to date?


From jpierce at cambridgeenergyalliance.org  Fri Oct 23 13:18:33 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Oct 2009 13:18:33 -0400
Subject: [rt-users] Fun with CF order (3.8)
In-Reply-To: 
References:  
	<589c94400910220946h607af46fme3ca251709d69981@mail.gmail.com> 
	
Message-ID: 

On Thu, Oct 22, 2009 at 12:57, Jerrad Pierce
 wrote:
> On Thu, Oct 22, 2009 at 12:46, Ruslan Zakirov  wrote:
>> I believe there is a fix either in recent RT or DBIx::SB. Heavily
>> depends on DB, RT and DBIx::SB versions combination, tricky SQL.
> I'm running the latest SearchBuilder (1.56), a somewhat stale RT
> (3.8.1, will upgrade to 3.8.6 after it's been out awhile) and unfortunately
> my distribution's older MySQL ?(4.1.22)...
Problem persists in "3.8.6"; updated codebase, have not yet upgraded db.

I'm not sure I understand how it's configuration dependent though,
when the UI provides
a mechanism for explicitly dictating the order of custom fields.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jesse at bestpractical.com  Fri Oct 23 13:31:32 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 13:31:32 -0400
Subject: [rt-users] CPAN's RT::Crypt::SMIME installation fails
In-Reply-To: <863EF7F6-FC0F-4258-9587-2D61DE62B4BE@apple.com>
References: <56EB7193-34AA-4749-9BF1-61ADF4D60AB8@apple.com>
	<863EF7F6-FC0F-4258-9587-2D61DE62B4BE@apple.com>
Message-ID: <20091023173132.GQ21065@bestpractical.com>




On Wed, Oct 21, 2009 at 07:08:12PM -0700, Behzad Mahini wrote:
> I have been forced to do a manual installation of RT::Crypt::SMIME (as  

For RT extensions, you're always going to have to do them manually 

> 
> Results of Manual installation:
> ========================
> 
> 1) Makefile.PL
> --------------------
> sudo ./RUN_rt_crypt_smime.sh
> Cannot determine perl version info from lib/RT/Crypt/SMIME.pm
> Using RT configuration from /ngs/app/rt/oppresso/rt-3.8.4/lib/RT.pm:
> ./etc	=> /ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-Crypt-SMIME/etc
> ./html	=> /ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-Crypt-SMIME/ 
> html
> ./lib	=> /ngs/app/rt/oppresso/rt-3.8.4/local/plugins/RT-Crypt-SMIME/lib
> For first-time installation, type 'make initdb'.
> Writing Makefile for RT::Crypt::SMIME
> 
> 2)make step
> ----------------
> sudo make
> Skip blib/lib/RT/Crypt/sign_and_encrypt.pl (unchanged)
> Skip blib/lib/RT/Crypt/SMIME.pm (unchanged)
> Skip blib/lib/RT/Interface/Email/Auth/SMIME.pm (unchanged)
> Skip blib/lib/RT/Interface/Email/Auth/StrictSMIME.pm (unchanged)
> Manifying blib/man3/RT::Interface::Email::Auth::StrictSMIME.3pm
> Manifying blib/man3/RT::Interface::Email::Auth::SMIME.3pm
> Manifying blib/man3/RT::Crypt::SMIME.3pm
> 
> 
> 
> 
> 3) make test step
> -----------------------
> 

The test suite for RT::Crypt::SMIME is realy intended for a development
environment. It's unfortunate, but I wouldn't expect it to work on your
live RT instance. 

As a heads up, we last qualified it for a customer on 3.6. I don't know
for sure that it works on 3.8.  We could certainly bring it up to date
(or take a patch)

Best,
Jesse
 

-- 


From ruslan.zakirov at gmail.com  Fri Oct 23 13:36:04 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Oct 2009 21:36:04 +0400
Subject: [rt-users] RT-IR IP lookup slow
In-Reply-To: <144C414D-D371-4999-AA66-0C959FC3FA12@eenet.ee>
References: <144C414D-D371-4999-AA66-0C959FC3FA12@eenet.ee>
Message-ID: <589c94400910231036j56ee6dd3nd7e332bfd29e1b63@mail.gmail.com>

Laas,
This SQL is too heavy and incorrect, RT 3.8.6 has a fix.

On Fri, Oct 23, 2009 at 1:00 PM, Laas Toom  wrote:

> Hello!
>
> We have RT with ca 50 000 tickets in it, which, I think,  has been running
> since 3.2 and upgraded lately to 3.8.5. After that I added RT-IR to it and
> everything seems to be fine except the Lookup IP query. First of all it
> takes ages. MySQL slow log reports query_time in order of 500 to 800 seconds
> and rows examined 3 to 4 millions.
>
> And after I wait through it I get irrelevant data - Incident Reports and
> Incidents, which do not have this IP nowhere in them.
>
> Before I upgraded the RT and installed RTIR to it, I copied the whole
> database for testing (that means all the same content in it except newer
> tickets) and played around with RTIR a bit. I did not notice the slowness in
> the test database and IIRC the virgin production RTIR was fast also. But
> search results were irrelevant in test too (though at the time I hoped it
> was my testing that messed things up). And lookup in the production DB seems
> to grow slower with every Incident Report added.
>
> Can somebody take a look at this query (taken from slow log) if this seems
> correct and why does RT join ObjectCustomFieldValues to itself 4 times and
> perform WHERE lookup on different fields in all of them.
>
> Below are the query and it's explain from phpMyAdmin.
>
> Best,
> Laas
>
>
> SELECT DISTINCT main.* FROM Tickets main JOIN ObjectCustomFieldValues
> ObjectCustomFieldValues_3  ON ( ObjectCustomFieldValues_3.CustomField = '14'
> ) AND ( ObjectCustomFieldValues_3.Disabled = '0' ) AND (
> ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket' ) AND (
> ObjectCustomFieldValues_3.ObjectId = main.id ) JOIN
> ObjectCustomFieldValues ObjectCustomFieldValues_4  ON (
> ObjectCustomFieldValues_4.Disabled = '0' ) AND (
> ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket' ) AND (
> ObjectCustomFieldValues_4.CustomField = '14' )
> AND ( ObjectCustomFieldValues_4.ObjectId = main.id ) JOIN
> ObjectCustomFieldValues ObjectCustomFieldValues_1  ON (
> ObjectCustomFieldValues_1.CustomField = '14' ) AND (
> ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND (
> ObjectCustomFieldValues_1.Disabled =
> '0' ) AND ( ObjectCustomFieldValues_1.ObjectId = main.id ) JOIN
> Transactions Transactions_5  ON ( Transactions_5.ObjectId = main.id
> ) JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2  ON (
> ObjectCustomFieldValues_2.Disabled = '0' ) AND (
> ObjectCustomFieldValues_2.ObjectId = main.id ) AND (
> ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket' ) AND (
> ObjectCustomFieldValues_2.CustomField =
>  '14' )  WHERE (main.Status != 'deleted') AND (Transactions_5.ObjectType =
> 'RT::Ticket') AND ( (  (  (  (  ( ObjectCustomFieldValues_1.Content <=
> '193.040.010.218' OR  (  ( ObjectCustomFieldValues_1.Content = '' OR
> ObjectCustomFieldValues_1.Content IS NULL )  AND
> ObjectCustomFieldValues_1.LargeContent <= '193.040.010.218' )  )  )  )  AND
>  (  (  ( ObjectCustomFieldValues_2.LargeContent >= '193.040.010.218' )  )  )
>  AND  (  (  ( ObjectCustomFieldValues_3.Content >= '000.000.000.000' OR  (
>  ( ObjectCustomFieldValues_3.Content
>  = '' OR ObjectCustomFieldValues_3.Content IS NULL )  AND
> ObjectCustomFieldValues_3.LargeContent >= '000.000.000.000' )  )  )  )  AND
>  (  (  ( ObjectCustomFieldValues_4.LargeContent <= '255.255.255.255' )  )  )
>  )  )  AND  ( Transactions_5.Created > '2009-08-08 10:56:21' ) ) AND
> (main.Type = 'ticket') AND (main.EffectiveId = main.id)
>
> idselect_typetabletypepossible_keyskeykey_lenrefrowsExtra1SIMPLE
> ObjectCustomFieldValues_1ref
> TicketCustomFieldValues1,TicketCustomFieldValues2,...
> ObjectCustomFieldValues3263const,const,const3832Using where; Using
> temporary1SIMPLEObjectCustomFieldValues_3ref
> TicketCustomFieldValues1,TicketCustomFieldValues2,...
> TicketCustomFieldValues18const,rt3.ObjectCustomFieldValues_1.ObjectId1Using
> where1SIMPLEObjectCustomFieldValues_4ref
> TicketCustomFieldValues1,TicketCustomFieldValues2,...
> TicketCustomFieldValues18const,rt3.ObjectCustomFieldValues_1.ObjectId1Using
> where1SIMPLEObjectCustomFieldValues_2ref
> TicketCustomFieldValues1,TicketCustomFieldValues2,...
> TicketCustomFieldValues18const,rt3.ObjectCustomFieldValues_1.ObjectId1Using
> where1SIMPLEmaineq_refPRIMARY,Tickets3,Tickets4,Tickets5,Tickets6PRIMARY4
> rt3.ObjectCustomFieldValues_2.ObjectId1Using where1SIMPLETransactions_5ref
> Transactions1Transactions170const,rt3.ObjectCustomFieldValues_1.ObjectId1Using
> where; Distinct
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.
-------------- next part --------------
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From arekm at maven.pl  Fri Oct 23 13:38:11 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Fri, 23 Oct 2009 19:38:11 +0200
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <20091023171422.GM21065@bestpractical.com>
References: <200910231124.01466.arekm@maven.pl>
	<20091023171422.GM21065@bestpractical.com>
Message-ID: <200910231938.11797.arekm@maven.pl>

On Friday 23 of October 2009, Jesse Vincent wrote:
> On Fri, Oct 23, 2009 at 11:24:01AM +0200, Arkadiusz Miskiewicz wrote:
> > I have a very serious security problem with 3.8 installation (3.8.6
> > currently).
> >
> > Logged User sessions are being mixed up. One logged user is becoming
> > another logged user as seen by rt. It happens in different moments.
> >
> > For example I'm user A and after clicking to view some ticket I become
> > user B.
> >
> > Or I'm logged in into user A but suddently I get monit about need to log
> > in and after loging in with user A data I'm becoming user C (in this case
> > "Successful login for .." isn't logged into logs).
> >
> > Tried using default settings (session keept in mysql) but also
> > Apache::Session::File. Problem happens in both cases. I'm using mod_perl
> > to run rt.
> 
> 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. The session is really changing user 
because when trying to do something that user A has access to I get permission 
denied due to B/C not having that access.

Something else is going on.

> -jesse

-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From jesse at bestpractical.com  Fri Oct 23 13:38:58 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 13:38:58 -0400
Subject: [rt-users] incoming mail lost after possible httpd crash
In-Reply-To: 
References: 
Message-ID: <20091023173858.GU21065@bestpractical.com>




> today we almost lost an incoming e-mail that was processed by rt-mailgate 
> but never appeared in RT as a ticket. The only thing I can see in the web 
> server logs around the time of the event is the following line:
> 
> [Fri Oct 23 08:41:31 2009] [notice] child pid 21284 exit signal Segmentation 
> fault (11)
> 
> So it looks like the Apache process crashed, and the ticket was never 
> created. We only noticed because we copy all mail to another mailbox for 
> manual inspection.
> 
> Now my questions:
> 
> * How can I avoid future web server crashes, or at least get better 
> diagnostics when it happens?

That's a segfault inside apache. Dealing with apache segfaults is...not
really RT specific. One option here is to switch to fastcgi. If RT is
making Perl crash, that's much more "our problem" and much easier for us
to track down and fix.

> * Can rt-mailgate be configured not to drop the mail on the floor if the 
> reception fails? I would like the mail delivery to be retried by the mail 
> system.

..it should already be doing this.  rt-mailgate only tells your MTA that
it has dealt successfully with a message after the server comes back and
says that it's written the message into the database.  Otherwise, it
will tell the MTA "tempfail" and the MTA will try again. 


> System details: RT 3.8.5 installed from the Debian package (request-
> tracker3.8 3.8.5-1), Debian amd64, 4 GB RAM, Apache 2.2.9-10+lenny4 with 
> prefork mpm and mod-perl2 2.0.4.
>

Best,
Jesse


From jesse at bestpractical.com  Fri Oct 23 13:41:21 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 13:41:21 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910231938.11797.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<20091023171422.GM21065@bestpractical.com>
	<200910231938.11797.arekm@maven.pl>
Message-ID: <20091023174121.GV21065@bestpractical.com>


> No proxy. Also rt is served over https. The session is really changing user 
> because when trying to do something that user A has access to I get permission 
> denied due to B/C not having that access.
> 
> Something else is going on.

* Can you capture the cookies on User A, User B, and User C's systems
  for each HTTP hit to see if 1) they change and 2) they are the same?

  A tool like the firefox developer toolbar is an easy way to do this.

* Did this also happen with 3.8.5? There's a change to session handling in 3.8.6.


From arekm at maven.pl  Fri Oct 23 13:52:41 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Fri, 23 Oct 2009 19:52:41 +0200
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <20091023174121.GV21065@bestpractical.com>
References: <200910231124.01466.arekm@maven.pl>
	<200910231938.11797.arekm@maven.pl>
	<20091023174121.GV21065@bestpractical.com>
Message-ID: <200910231952.41221.arekm@maven.pl>

On Friday 23 of October 2009, Jesse Vincent wrote:
> > No proxy. Also rt is served over https. The session is really changing
> > user because when trying to do something that user A has access to I get
> > permission denied due to B/C not having that access.
> >
> > Something else is going on.
> 
> * Can you capture the cookies on User A, User B, and User C's systems
>   for each HTTP hit to see if 1) they change and 2) they are the same?
> 
>   A tool like the firefox developer toolbar is an easy way to do this.

That will be hard to do but will try to get some info (in reality it happens 
here for different users which I don't control but it also happened for me and 
my coworker).

> * Did this also happen with 3.8.5? 

I had this in 3.6.6, whatever was current in march 2008, april 2008  (looking 
at irc logs on when I tried to get some help at #rt), 3.8.2 and now 3.8.6. 
Maybe other too, don't remember versions.

Note that the issue was gone for some time (3.8.5 for sure, 3.8.4, too afaik) 
but it's back after I upgraded to 3.8.6. I also upgraded system, so some perl* 
packages were updated, too.

Now why it was gone for some time it's unknown thing.

> There's a change to session handling in
>  3.8.6.

Which git commit is that?

-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From jpierce at cambridgeenergyalliance.org  Fri Oct 23 13:56:42 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Oct 2009 13:56:42 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910231952.41221.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<200910231938.11797.arekm@maven.pl> 
	<20091023174121.GV21065@bestpractical.com>
	<200910231952.41221.arekm@maven.pl>
Message-ID: 

>> ? A tool like the firefox developer toolbar is an easy way to do this.
HTTPFox might be a good solution too. You can simply tell it to start tracking
as you use RT, and stop it once you encounter the problem. Examine the
results, debug, and or sanitize and share.

Everyone experiencing the problem doesn't have to install the add-on,
just someone who has the issue.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From kellermg at potsdam.edu  Fri Oct 23 13:59:58 2009
From: kellermg at potsdam.edu (Matthew Keller)
Date: 23 Oct 2009 13:59:58 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910231124.01466.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
Message-ID: <4AE1EF1E.3050703@potsdam.edu>

Arkadiusz Miskiewicz wrote:
> I have a very serious security problem with 3.8 installation (3.8.6 
> currently). 
> 
> Logged User sessions are being mixed up. One logged user is becoming another 
> logged user as seen by rt. It happens in different moments. 

Are you using HTTP authentication or RT's built-in login page? If the 
former, it's likely a leaky apache process, squid or auth_cache problem 
(not RT); if the latter, then most likely a caching issue or possibly RT 
bug.

-- 
Matthew Keller
Information Security Officer
Computing & Technology Services
State University of New York @ Potsdam
Potsdam, NY, USA


From jesse at bestpractical.com  Fri Oct 23 14:08:09 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 14:08:09 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910231952.41221.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<200910231938.11797.arekm@maven.pl>
	<20091023174121.GV21065@bestpractical.com>
	<200910231952.41221.arekm@maven.pl>
Message-ID: <20091023180809.GZ21065@bestpractical.com>


> I had this in 3.6.6, whatever was current in march 2008, april 2008  (looking 
> at irc logs on when I tried to get some help at #rt), 3.8.2 and now 3.8.6. 
> Maybe other too, don't remember versions.
> 
> Note that the issue was gone for some time (3.8.5 for sure, 3.8.4, too afaik) 
> but it's back after I upgraded to 3.8.6. I also upgraded system, so some perl* 
> packages were updated, too.
> 
> Now why it was gone for some time it's unknown thing.
> 
> > There's a change to session handling in
> >  3.8.6.
> 
> Which git commit is that?

Far more than a single commit. We significantly overhauled all the logic
that used to be in the autohandler.

But, if this is something you've seen before and not a "new" issue, I'd
not point the finger at the refactoring just yet. 

Once you are logged in and see RT's home screen, does _your_ session
change as you refresh and "become" someone else?

How many RT instances do you have in this one apache?

Which of the apache multiprocess models are you using? Maybe there's
something weird going on with multithreading...

If you switch to fastcgi does this go away?

Are you using apache authentication with RT?

Can you send the contents of the Configuration->Global->Tools->System Configuration page?

Have you made any local changes?


From mahini at apple.com  Fri Oct 23 14:09:57 2009
From: mahini at apple.com (Behzad Mahini)
Date: Fri, 23 Oct 2009 11:09:57 -0700
Subject: [rt-users] CPAN's RT::Crypt::SMIME installation fails
In-Reply-To: <20091023173132.GQ21065@bestpractical.com>
References: <56EB7193-34AA-4749-9BF1-61ADF4D60AB8@apple.com>
	<863EF7F6-FC0F-4258-9587-2D61DE62B4BE@apple.com>
	<20091023173132.GQ21065@bestpractical.com>
Message-ID: 

>
> The test suite for RT::Crypt::SMIME is realy intended for a  
> development
> environment. It's unfortunate, but I wouldn't expect it to work on  
> your
> live RT instance.

So, if I do a force install and ignore the failing  tests, I should  
not have any worries about this module performing its functions  
properly (i.e., signing, encrypting/decrypting emails encapsulated in  
MIME, etc.)?
>
> As a heads up, we last qualified it for a customer on 3.6. I don't  
> know
> for sure that it works on 3.8.  We could certainly bring it up to date
> (or take a patch)

I would truly appreciate it if you would be able to update this module  
to work with RT 3.8, as we were hoping  to use SMIME features of RT.  
Incidentally, if this upgrade is not feasible, what do you suggest as  
an alternative?

Thanks & Regards,
Behzad

>
> Best,
> Jesse
>
>
> -- 

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From jesse at bestpractical.com  Fri Oct 23 14:12:39 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 14:12:39 -0400
Subject: [rt-users] CPAN's RT::Crypt::SMIME installation fails
In-Reply-To: 
References: <56EB7193-34AA-4749-9BF1-61ADF4D60AB8@apple.com>
	<863EF7F6-FC0F-4258-9587-2D61DE62B4BE@apple.com>
	<20091023173132.GQ21065@bestpractical.com>
	
Message-ID: <20091023181239.GA21065@bestpractical.com>




On Fri, Oct 23, 2009 at 11:09:57AM -0700, Behzad Mahini wrote:
> >
> >The test suite for RT::Crypt::SMIME is realy intended for a  
> >development
> >environment. It's unfortunate, but I wouldn't expect it to work on  
> >your
> >live RT instance.
> 
> So, if I do a force install and ignore the failing  tests, I should  
> not have any worries about this module performing its functions  
> properly (i.e., signing, encrypting/decrypting emails encapsulated in  
> MIME, etc.)?

Absent the caveats I mentioned in my previous message about having not
tested it at all on 3.8 and not knowing if it works, nope. 

> >As a heads up, we last qualified it for a customer on 3.6. I don't  
> >know
> >for sure that it works on 3.8.  We could certainly bring it up to date
> >(or take a patch)
> 
> I would truly appreciate it if you would be able to update this module  
> to work with RT 3.8, as we were hoping  to use SMIME features of RT.  

Sure. Shoot sales at bestpractical.com a note and I'll make sure that we
get an estimate of the work's cost to you out to you ASAP.

> Incidentally, if this upgrade is not feasible, what do you suggest as  
> an alternative?

The native PGP support in 3.8 might be an option.

Best,
Jesse


From jesse at bestpractical.com  Fri Oct 23 14:15:15 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 14:15:15 -0400
Subject: [rt-users] RT : Apache Resource Usage
In-Reply-To: <000601ca52d6$a6ebca30$4f07a8c0@elitecore.com>
References: <000601ca52d6$a6ebca30$4f07a8c0@elitecore.com>
Message-ID: <20091023181515.GB21065@bestpractical.com>




On Thu, Oct 22, 2009 at 10:45:20AM +0530, Varun wrote:
> Hello All
> 
>  
> 
> I have RT 3.6.3 with fast cgi implemented and apache 2.0 with 8GB of
> physical RAM. My problem is that after every 3 days my physical ram gets
> fully utilized and apache starts using swap memory. So my machine gets on
> its knees. I have no other application running on my machine where I have
> apache installed and no other process is using memory when I see in top
> command its just my 30 fastcgi processes takes significant amount of RAM i.e
> nearly 98% and I cant cut this 30 process to low level as by doing this,
> performance will degrade on concurrent request of RT users. Can any one
> suggest me how I can get best of both the worlds i.e giving good performance
> plus limiting memory consumption also. I have RHEL 4 and its kernel version
> is 2.6.9-42 

We've certainly done a fair bit of work on memory utilization in more
recent versions of RT. I know that recent 3.8 releases include fixes for
a number of memory leaks we've managed to track down.  30 concurrent
FastCGI processes suggests that you need to be able to handle 30 people
making requests of RT at exactly the same instant. If that's true,
you'll definitely want to come up to a more recent RT as there are a
fair number of performance improvements in addition to memory efficiency
improvements.

Best,
Jesse


From raubvogel at gmail.com  Fri Oct 23 14:57:28 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Fri, 23 Oct 2009 14:57:28 -0400
Subject: [rt-users] RT::Date used date::parse to make 1970-01-01
In-Reply-To: <20091023163546.GH21065@bestpractical.com>
References: <4AE1D72F.8090202@gmail.com>
	<20091023163546.GH21065@bestpractical.com>
Message-ID: <4AE1FC98.3050201@gmail.com>

Jesse Vincent wrote:
> 
> 
> On Fri, Oct 23, 2009 at 12:17:51PM -0400, Mauricio Tavares wrote:
>> 	I am finding a lot of those entries in my log:
>>
>> Oct 23 11:41:49 tickets RT: RT::Date used date::parse to make 1970-01-01
>> 18000
> 
> Can you tell me what version of RT you're running?

	Unfortunately still 3.6.7 (waiting on ubuntu 9.10 so I can do 3.8).


From jesse at bestpractical.com  Fri Oct 23 15:23:57 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Oct 2009 15:23:57 -0400
Subject: [rt-users] RT::Date used date::parse to make 1970-01-01
In-Reply-To: <4AE1FC98.3050201@gmail.com>
References: <4AE1D72F.8090202@gmail.com>
	<20091023163546.GH21065@bestpractical.com>
	<4AE1FC98.3050201@gmail.com>
Message-ID: <20091023192356.GM21065@bestpractical.com>




On Fri, Oct 23, 2009 at 02:57:28PM -0400, Mauricio Tavares wrote:
> Jesse Vincent wrote:
> > 
> > 
> > On Fri, Oct 23, 2009 at 12:17:51PM -0400, Mauricio Tavares wrote:
> >> 	I am finding a lot of those entries in my log:
> >>
> >> Oct 23 11:41:49 tickets RT: RT::Date used date::parse to make 1970-01-01
> >> 18000
> > 
> > Can you tell me what version of RT you're running?


Ah yes, change your LogToSyslog up from 'debug' to 'error' or so.

Best,

Jesse

> 
> 	Unfortunately still 3.6.7 (waiting on ubuntu 9.10 so I can do 3.8).
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From jpierce at cambridgeenergyalliance.org  Fri Oct 23 16:45:16 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Oct 2009 16:45:16 -0400
Subject: [rt-users] CustomField sort order with Global CustomFields
Message-ID: 

>We recently updated from RT 3.6.4 to RT 3.8.1. Our users have noticed
>that the order of CustomFields has changed on the Basics page. Prior to
>upgrading, Global CustomFields were listed first with queue specific
>ones listed next. It seems to be reversed now, with all the queue
>specific fields being listed first and global CustomFields being listed
>at the end.

>Everything sorts correctly inside of its own list (ie, queue specific
>fields sort correctly amongst themselves). I didn't see this after
>searching the archive and I'm lost as to where to start looking for a
>solution.

I just noticed the somewhat illogical placement myself*, it's specified
in &RT::CustomFields_Overlay::LimitToGlobalOrObjectId. Change the order

    $self->OrderByCols(
        { ALIAS => $self->_OCFAlias, FIELD => 'ObjectId', ORDER => 'DESC' },
        { ALIAS => $self->_OCFAlias, FIELD => 'SortOrder' },
    );

to

    $self->OrderByCols(
        { ALIAS => $self->_OCFAlias, FIELD => 'ObjectId', ORDER => 'ASC' },
        { ALIAS => $self->_OCFAlias, FIELD => 'SortOrder' },
    );

in an overlay.

While there, you might simplify the body to remove the unnecessary $global_only

 sub LimitToGlobalOrObjectId {
    my $self = shift;

    foreach my $id (@_ ? @_ : 0 ) {
        $self->Limit( ALIAS           => $self->_OCFAlias,
                    FIELD           => 'ObjectId',
                    OPERATOR        => '=',
                    VALUE           => $id || 0,
                    ENTRYAGGREGATOR => 'OR' );
    }


* After all, globals come first on the Queue Ticket Custom Fields page.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Fri Oct 23 16:49:45 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Oct 2009 16:49:45 -0400
Subject: [rt-users] CustomField sort order with Global CustomFields
In-Reply-To: 
References: 
Message-ID: 

> While there, you might simplify the body to remove the unnecessary $global_only
Sorry, should have stuck with my original there:

    my $self = shift;

    $self->Limit( ALIAS           => $self->_OCFAlias,
                  FIELD           => 'ObjectId',
                  OPERATOR        => '=',
                  VALUE           => 0,
                  ENTRYAGGREGATOR => 'OR' );

    foreach my $id (@_) {
        $self->Limit( ALIAS           => $self->_OCFAlias,
                    FIELD           => 'ObjectId',
                    OPERATOR        => '=',
                    VALUE           => $id,
                    ENTRYAGGREGATOR => 'OR' );
    }

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


From varun.vyas at elitecore.com  Mon Oct 26 01:07:03 2009
From: varun.vyas at elitecore.com (Varun)
Date: Mon, 26 Oct 2009 10:37:03 +0530
Subject: [rt-users] RT : Apache Resource Usage
In-Reply-To: <20091023181515.GB21065@bestpractical.com>
References: <000601ca52d6$a6ebca30$4f07a8c0@elitecore.com>
	<20091023181515.GB21065@bestpractical.com>
Message-ID: <000c01ca55fa$28019de0$4f07a8c0@elitecore.com>

Hello Jesse

Yeah your right infact we have more than 30 concurrently users using RT and
I can't bring the number of Fastcgi processes less than 30. So I want to
make sure that will recent version of RT i.e. 3.8 will work well as far as
memory allocation is concerned and second thing I want to know is, Is it
possible to upgrade my RT on production as well and preserving the
customization and scrips we have placed over there. If not then what's the
way to achieve this backup stuff on application side and to upgrade it also.

Waiting for a valuable answer from your side.
 
Thanks & Regards
Varun Vyas


-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Friday, October 23, 2009 11:45 PM
To: Varun
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT : Apache Resource Usage




On Thu, Oct 22, 2009 at 10:45:20AM +0530, Varun wrote:
> Hello All
> 
>  
> 
> I have RT 3.6.3 with fast cgi implemented and apache 2.0 with 8GB of
> physical RAM. My problem is that after every 3 days my physical ram gets
> fully utilized and apache starts using swap memory. So my machine gets on
> its knees. I have no other application running on my machine where I have
> apache installed and no other process is using memory when I see in top
> command its just my 30 fastcgi processes takes significant amount of RAM
i.e
> nearly 98% and I cant cut this 30 process to low level as by doing this,
> performance will degrade on concurrent request of RT users. Can any one
> suggest me how I can get best of both the worlds i.e giving good
performance
> plus limiting memory consumption also. I have RHEL 4 and its kernel
version
> is 2.6.9-42 

We've certainly done a fair bit of work on memory utilization in more
recent versions of RT. I know that recent 3.8 releases include fixes for
a number of memory leaks we've managed to track down.  30 concurrent
FastCGI processes suggests that you need to be able to handle 30 people
making requests of RT at exactly the same instant. If that's true,
you'll definitely want to come up to a more recent RT as there are a
fair number of performance improvements in addition to memory efficiency
improvements.

Best,
Jesse



From marcus at better.se  Mon Oct 26 04:18:29 2009
From: marcus at better.se (Marcus Better)
Date: Mon, 26 Oct 2009 09:18:29 +0100
Subject: [rt-users] incoming mail lost after possible httpd crash
References: 
	<20091023173858.GU21065@bestpractical.com>
Message-ID: 

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Hash: SHA1

Jesse Vincent wrote:
>> * Can rt-mailgate be configured not to drop the mail on the floor if the
>> reception fails? I would like the mail delivery to be retried by the mail
>> system.
> 
> ..it should already be doing this.  rt-mailgate only tells your MTA that
> it has dealt successfully with a message after the server comes back and
> says that it's written the message into the database.

Ok, that's good to know. Off to check the mail configuration then...

Cheers,

Marcus
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From a.piaser at oieau.fr  Mon Oct 26 05:53:47 2009
From: a.piaser at oieau.fr (Alexandre PIASER)
Date: Mon, 26 Oct 2009 10:53:47 +0100
Subject: [rt-users] new status
Message-ID: <4AE571AB.6070504@oieau.fr>

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,

	

-- 
Alexandre




From alexyoung at scoutsolutions.co.uk  Mon Oct 26 07:22:36 2009
From: alexyoung at scoutsolutions.co.uk (Alex Young)
Date: Mon, 26 Oct 2009 11:22:36 -0000
Subject: [rt-users] Searching on CF's not working with RT3.8.6
In-Reply-To: <20091023170154.GL21065@bestpractical.com>
References: <3CE7D8D453B27148BBCA0B2063B11E64010DDAE3@s-wor-e-001.SCOUTSOFFICE.local>
	<20091023170154.GL21065@bestpractical.com>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E64010DDB65@s-wor-e-001.SCOUTSOFFICE.local>

Sorry, my fault, there was a Tickets_Overlay_SQL.pm in the
/opt/rt3/local/lib/RT folder with a line in it to replace
__CurrentUserEmail__ with $self->CurrentUser->EmailAddress.

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: 23 October 2009 18:02
To: Alex Young
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Searching on CF's not working with RT3.8.6




On Fri, Oct 23, 2009 at 10:47:02AM +0100, Alex Young wrote:
> We have just upgraded from 3.8.2 to 3.8.6 and everything has been
fine,
> but we have ran into our first problem; when searching on custom
fields
> it's ignoring the CF and returning all results.
> 
>  
> 
> This is one of the searches we are trying:
> 
> Queue = 'Client Support' AND Subject LIKE 'schedule' AND 'CF.{Client}'
> LIKE 'ClientName' AND 'CF.{Client category}' LIKE 'Core Client'
>

Can you turn on database logging and capture the SQL RT is generating?
(In an ideal world, you could also bring up a copy of your old 3.8.2
instance and do the same thing, but I understand how hard that is)

-j


From javoskam at uwaterloo.ca  Mon Oct 26 07:37:10 2009
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Mon, 26 Oct 2009 07:37:10 -0400
Subject: [rt-users] new status
In-Reply-To: <4AE571AB.6070504@oieau.fr>
References: <4AE571AB.6070504@oieau.fr>
Message-ID: <4AE589E6.5020406@uwaterloo.ca>

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 arekm at maven.pl  Mon Oct 26 08:40:29 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Mon, 26 Oct 2009 14:40:29 +0200
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: 
References: <200910231124.01466.arekm@maven.pl>
	<200910231952.41221.arekm@maven.pl>
	
Message-ID: <200910261340.29617.arekm@maven.pl>

On Friday 23 of October 2009, Jerrad Pierce wrote:
> >>   A tool like the firefox developer toolbar is an easy way to do this.
> 
> HTTPFox might be a good solution too. You can simply tell it to start
>  tracking as you use RT, and stop it once you encounter the problem.
>  Examine the results, debug, and or sanitize and share.
> 
> Everyone experiencing the problem doesn't have to install the add-on,
> just someone who has the issue.

Can I log session id here somehow?

lib/RT/Interface/Web.pm:
$RT::Logger->info("Successful login for @{[$ARGS->{user}]} from 
$ENV{'REMOTE_ADDR'}");

So far it's like this:
- user logged as A
- suddently he becomes user B
- he logged off and on as A again

httpfox shows three session ids but I found only last one in sessions table 
and it was user A session.

User B was logged in on it's own computer at that time but with totally 
different session id than three above (so I assume user A become user B with 
some old session of user B).

Will try to get more information...
-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From jesse at bestpractical.com  Mon Oct 26 08:58:17 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 Oct 2009 08:58:17 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910261340.29617.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<200910231952.41221.arekm@maven.pl>
	
	<200910261340.29617.arekm@maven.pl>
Message-ID: <20091026125817.GD21065@bestpractical.com>




On Mon, Oct 26, 2009 at 02:40:29PM +0200, Arkadiusz Miskiewicz wrote:
> On Friday 23 of October 2009, Jerrad Pierce wrote:
> > >>   A tool like the firefox developer toolbar is an easy way to do this.
> > 
> > HTTPFox might be a good solution too. You can simply tell it to start
> >  tracking as you use RT, and stop it once you encounter the problem.
> >  Examine the results, debug, and or sanitize and share.
> > 
> > Everyone experiencing the problem doesn't have to install the add-on,
> > just someone who has the issue.
> 
> Can I log session id here somehow?
> 
> lib/RT/Interface/Web.pm:
> $RT::Logger->info("Successful login for @{[$ARGS->{user}]} from 
> $ENV{'REMOTE_ADDR'}");

There are two bits you want to log:
	
	* $session{_session_id}	
	* the session cookie the user sent:  in 3.8.6, look at LoadSessionFromCookie
> 
> So far it's like this:
> - user logged as A
> - suddently he becomes user B
> - he logged off and on as A again
> 
> httpfox shows three session ids but I found only last one in sessions table 
> and it was user A session.

Logging out should be clearing that B session, so that bit isn't too
surprising..

> User B was logged in on it's own computer at that time but with totally 
> different session id than three above (so I assume user A become user B with 
> some old session of user B).

*nod*

Has _anybody_ else been seeing this? With 3.8.6 or any other version of
RT?

Jesse


From leonid at mamchenkov.net  Mon Oct 26 09:47:41 2009
From: leonid at mamchenkov.net (Leonid Mamchenkov)
Date: Mon, 26 Oct 2009 15:47:41 +0200
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <20091026125817.GD21065@bestpractical.com>
References: <200910231124.01466.arekm@maven.pl>
	<200910231952.41221.arekm@maven.pl>
	
	<200910261340.29617.arekm@maven.pl>
	<20091026125817.GD21065@bestpractical.com>
Message-ID: 

Hi,

On Mon, Oct 26, 2009 at 14:58, Jesse Vincent  wrote:
> > User B was logged in on it's own computer at that time but with totally
> > different session id than three above (so I assume user A become user B with
> > some old session of user B).
>
> *nod*
>
> Has _anybody_ else been seeing this? With 3.8.6 or any other version of
> RT?

I saw this issue a few times on RT 3.8.2 .  However it doesn't happen
often, and I can't think of a way to catch it.  I believe, the issue
appeared after we upgraded from 3.6.5 .

--
Leonid Mamchenkov


From slackamp at gmail.com  Mon Oct 26 11:47:59 2009
From: slackamp at gmail.com (slamp slamp)
Date: Mon, 26 Oct 2009 11:47:59 -0400
Subject: [rt-users]  hierarchical custom fields
Message-ID: <78926d250910260847w5b010a6ch47502a49e4a7b277@mail.gmail.com>

the upgrade says this is optional. will the CFs still work the way
they did if we upgraded to 3.8.6 and not use the hierarchical custom
fields? will it break upgradability in the future?


From jesse at bestpractical.com  Mon Oct 26 11:53:22 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 26 Oct 2009 11:53:22 -0400
Subject: [rt-users] RT : Apache Resource Usage
In-Reply-To: <000c01ca55fa$28019de0$4f07a8c0@elitecore.com>
References: <000601ca52d6$a6ebca30$4f07a8c0@elitecore.com>
	<20091023181515.GB21065@bestpractical.com>
	<000c01ca55fa$28019de0$4f07a8c0@elitecore.com>
Message-ID: <20091026155322.GI21065@bestpractical.com>




On Mon, Oct 26, 2009 at 10:37:03AM +0530, Varun wrote:
> Hello Jesse
> 
> Yeah your right infact we have more than 30 concurrently users using RT and
> I can't bring the number of Fastcgi processes less than 30. So I want to
> make sure that will recent version of RT i.e. 3.8 will work well as far as
> memory allocation is concerned and second thing I want to know is, Is it
> possible to upgrade my RT on production as well and preserving the
> customization and scrips we have placed over there. If not then what's the
> way to achieve this backup stuff on application side and to upgrade it also.
> 
> Waiting for a valuable answer from your side.

I can't really promise that your local changes to RT will work perfectly
across an upgrade without auditing your code.  If that's the sort of
thing you're looking for, please contact me off list and we'll see about
getting some sort of contract set up.

Best,
Jesse


From mblakley at yesmail.com  Mon Oct 26 11:57:57 2009
From: mblakley at yesmail.com (Blakley, Michael)
Date: Mon, 26 Oct 2009 08:57:57 -0700
Subject: [rt-users] Reverse SquelchMailTo -- cc's hard-coded somewhere?
Message-ID: <45DC48F87B42104D99AFA6175FC3016F04733678@frank.intra.infousa.com>

Hi,

 

I'm running RT 3.4.5.  I inherited it and had never worked with it
before, and I don't know the extent to which it has been customized.
I've searched the wiki and list archives, but can't find my issue
mentioned.

 

Basically, people are being cc'd on tickets when they shouldn't be.

 

In our configuration, the default for the "squelched" addresses on a
ticket is ON; in other words, you have to check the box if you don't
want email sent to that address.  Which is fine, but for some tickets,
addresses appear in that list in the UI, even though they are not
requestors, owners, admincc's, or cc's on the ticket.  In the db, I see
the SquelchMailTo Attribute records for those addresses on that ticket,
but I can't discover where they come from or how they're created.  

 

It seems to correlate to particular queues, but I can't figure out how
or where.

 

Thanks for any insight,

 

Michael Blakley

Technical Support Manager

Yesmail, Inc.

 

 

   

 

 


Michael Blakley 
Technical Support Manager 
Yesmail, Inc. An infoUSA Company (NASDAQ: IUSA) 

503-419-0617 Phone
503-896-6720 Mobile
503-241-4185 Fax
mblakley at yesmail.com   Email

www.yesmail.com   Web

309 SW Sixth Avenue, Suite 900 
Portland, OR 97204-1765 

 

 

 

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From slander at hearstsc.com  Mon Oct 26 12:02:15 2009
From: slander at hearstsc.com (Lander, Scott)
Date: Mon, 26 Oct 2009 12:02:15 -0400
Subject: [rt-users] hierarchical custom fields
In-Reply-To: <78926d250910260847w5b010a6ch47502a49e4a7b277@mail.gmail.com>
Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B0697BC3A37@RCLTEXCMS02.resource.hearstcorp.com>

Can't say as to the future, but, for the present they continue to work as previously.  I upgraded from 3.8.4 to 3.8.6 without them changing behavior.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of slamp slamp
Sent: Monday, October 26, 2009 11:48 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] hierarchical custom fields

the upgrade says this is optional. will the CFs still work the way they did if we upgraded to 3.8.6 and not use the hierarchical custom fields? will it break upgradability in the future?
_______________________________________________
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From laas.toom at eenet.ee  Mon Oct 26 12:14:41 2009
From: laas.toom at eenet.ee (Laas Toom)
Date: Mon, 26 Oct 2009 18:14:41 +0200
Subject: [rt-users] RT-IR IP lookup slow
In-Reply-To: <589c94400910231036j56ee6dd3nd7e332bfd29e1b63@mail.gmail.com>
References: <144C414D-D371-4999-AA66-0C959FC3FA12@eenet.ee>
	<589c94400910231036j56ee6dd3nd7e332bfd29e1b63@mail.gmail.com>
Message-ID: <07CDD705-9BEB-4CE6-B75C-224F2210AFA2@eenet.ee>

Hi,

On 23.10.2009, at 20:36, Ruslan Zakirov wrote:

> Laas,
>
> This SQL is too heavy and incorrect, RT 3.8.6 has a fix.

Upgrading to 3.8.6 seems to have fixed this issue - lookup IP is now  
fast again.

Thank you.

Best,
Laas


From jpierce at cambridgeenergyalliance.org  Mon Oct 26 12:34:22 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 26 Oct 2009 12:34:22 -0400
Subject: [rt-users] Reverse SquelchMailTo -- cc's hard-coded somewhere?
In-Reply-To: <45DC48F87B42104D99AFA6175FC3016F04733678@frank.intra.infousa.com>
References: <45DC48F87B42104D99AFA6175FC3016F04733678@frank.intra.infousa.com>
Message-ID: 

>address.? Which is fine, but for some tickets, addresses appear in that list in the
>UI, even though they are not requestors, owners, admincc?s, or cc?s on the ticket.
>In the db, I see the SquelchMailTo Attribute records for those addresses on that
>ticket, but I can?t discover where they come from or how they?re created.
Check Configuration > Queues > ___ > Watchers (or something like that)?

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


From mblakley at yesmail.com  Mon Oct 26 12:57:52 2009
From: mblakley at yesmail.com (Blakley, Michael)
Date: Mon, 26 Oct 2009 09:57:52 -0700
Subject: [rt-users] Reverse SquelchMailTo -- cc's hard-coded somewhere?
In-Reply-To: 
References: <45DC48F87B42104D99AFA6175FC3016F04733678@frank.intra.infousa.com>
	
Message-ID: <45DC48F87B42104D99AFA6175FC3016F0473369A@frank.intra.infousa.com>

That's what I needed.  Thanks, Jerrad!

mb

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Monday, October 26, 2009 9:34 AM
To: Blakley, Michael
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reverse SquelchMailTo -- cc's hard-coded somewhere?

>address.? Which is fine, but for some tickets, addresses appear in that list in the
>UI, even though they are not requestors, owners, admincc's, or cc's on the ticket.
>In the db, I see the SquelchMailTo Attribute records for those addresses on that
>ticket, but I can't discover where they come from or how they're created.
Check Configuration > Queues > ___ > Watchers (or something like that)?

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


From mathieu at closetwork.org  Mon Oct 26 16:37:12 2009
From: mathieu at closetwork.org (Mathieu Longtin)
Date: Mon, 26 Oct 2009 16:37:12 -0400
Subject: [rt-users] Patch for approvals
Message-ID: <539eb5520910261337s5910aac3o891b171867d6272c@mail.gmail.com>

As I was trying to get approvals to work using the CreateTicket action and
instructions found on the wiki, I encoutered a few problems:

1. AdminCcs of ___Approvals weren't notified, because the approval action
only notified the owner. Of course, there can't be more than one owner, so
getting approval from a few people doesn't work.

2. The notice of approval said that the script was approved by "nobody",
because there was no owner of the approval request. Using a normal change
owner script didn't work, since the email was generated before the owner
change would take effect.

So I fixed that by (1) using "Notify AdminCcs" instead of "Notify Owner",
and (2) by changing the owner of the approval ticket, if it wasn't set.

The patch after the fold.

--
Mathieu Longtin
1-514-803-8977


diff -ur lib/RT/Approval/Rule/NewPending.pm
local/lib/RT/Approval/Rule/NewPending.pm
--- lib/RT/Approval/Rule/NewPending.pm  2009-08-10 14:45:44.000000000 -0400
+++ local/lib/RT/Approval/Rule/NewPending.pm    2009-10-14
15:39:13.000000000 -0400
@@ -75,7 +75,8 @@

     # first txn entry of the approval ticket
     local $self->{TransactionObj} = $to;
-    $self->RunScripAction('Notify Owner', 'New Pending Approval', @_);
+    $self->RunScripAction('Notify AdminCcs', 'New Pending Approval', @_);
+    #$self->RunScripAction('Notify Owner', 'New Pending Approval', @_);

     return;

diff -ur lib/RT/Approval/Rule/Passed.pm local/lib/RT/Approval/Rule/Passed.pm
--- lib/RT/Approval/Rule/Passed.pm      2009-08-10 14:45:44.000000000 -0400
+++ local/lib/RT/Approval/Rule/Passed.pm        2009-10-15
13:52:37.000000000 -0400
@@ -63,6 +63,19 @@
 sub Commit {
     my $self = shift;
     my $note;
+
+    # Assign approval ticket to transaction creator, if it's not owned
already
+    if ( $self->TicketObj->Owner == $RT::Nobody->id ) {
+       my $ActorObj = $self->TransactionObj->CreatorObj;
+
+       $RT::Logger->info("Auto assigning ticket #".$self->TicketObj->id."
to user ". $ActorObj->Name);
+       my ($status, $msg) = $self->TicketObj->SetOwner( $ActorObj->id );
+       unless( $status ) {
+           $RT::Logger->warning("Error assigning ticket
#".$self->TicketObj->id." to ".$ActorObj->Name.": ".$msg);
+           return undef;
+       }
+    }
+
     my $t = $self->TicketObj->Transactions;

     while ( my $o = $t->Next ) {
diff -ur lib/RT/Approval/Rule/Rejected.pm
local/lib/RT/Approval/Rule/Rejected.pm
--- lib/RT/Approval/Rule/Rejected.pm    2009-08-10 14:45:44.000000000 -0400
+++ local/lib/RT/Approval/Rule/Rejected.pm      2009-10-15
14:01:30.000000000 -0400
@@ -63,6 +63,19 @@

 sub Commit {    # XXX: from custom prepare code
     my $self = shift;
+
+    # Assign approval ticket to transaction creator, if it's not owned
already
+    if ( $self->TicketObj->Owner == $RT::Nobody->id ) {
+       my $ActorObj = $self->TransactionObj->CreatorObj;
+
+       $RT::Logger->info("Auto assigning ticket #".$self->TicketObj->id."
to user ". $ActorObj->Name);
+       my ($status, $msg) = $self->TicketObj->SetOwner( $ActorObj->id );
+       unless( $status ) {
+           $RT::Logger->warning("Error assigning ticket
#".$self->TicketObj->id." to ".$ActorObj->Name.": ".$msg);
+           return undef;
+       }
+    }
+
     if ( my ($rejected) =
         $self->TicketObj->AllDependedOnBy( Type => 'ticket' ) ) {
         my $note = '';
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From machiel.richards at gmail.com  Tue Oct 27 08:26:39 2009
From: machiel.richards at gmail.com (machiel.richards)
Date: Tue, 27 Oct 2009 14:26:39 +0200
Subject: [rt-users] Apache error upon restart after rt install
Message-ID: <4ae6e6f0.23145e0a.2a8d.61fb@mx.google.com>

Good day list

 

 

    Can someone please assist.

 

   I managed to install RT with a mission and I am now at the last sections
of the install.

 

                When I try to restart my apache however I get the following
error:

 

/installs/linux/rt-3.8.5: service httpd restart

Stopping httpd:                                            [FAILED]

Starting httpd: Syntax error on line 1015 of /etc/httpd/conf/httpd.conf:

FastCgiServer /opt/rt3/bin/mason_handler.fcgi: User/Group commands must
preceed FastCGI server definitions

                                                           [FAILED]

 

 

     My httpd.conf file looks like this (at the end of the file) :

 

  #    ErrorLog logs/dummy-host.example.com-error_log

#    CustomLog logs/dummy-host.example.com-access_log common

#

NameVirtualHost *:80



  ServerAdmin root

  ServerName rdc-ora-train

  DocumentRoot /opt/rt3/share/html/

  AddDefaultCharset UTF-8

  # Adding the following for RT (the ticket tracker)

  AddHandler fastcgi-script .fcgi

  

    Options FollowSymLinks ExecCGI

    AllowOverride None

  

  # Pass through requests to for noauth

  Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images

  ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/



#FastCgiIpcDir /tmp

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4

 

 

 

 

   Your assistance is much appreciated.

 

 

 

Regards

Machiel                     

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From nesius at gmail.com  Tue Oct 27 13:06:39 2009
From: nesius at gmail.com (Robert Nesius)
Date: Tue, 27 Oct 2009 12:06:39 -0500
Subject: [rt-users] making sets of users priveleged
Message-ID: 

I just imported a bunch of users from ldap and realized after the fact I
forgot to make sure they were imported as privileged users.  I've been
casting about for a recipe/tool to flip that sets that bit for lots of
people at once and have struck out.  Might someone be able to point me in
the right direction?

Thanks for your help,
-Rob
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From raubvogel at gmail.com  Tue Oct 27 13:43:25 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Tue, 27 Oct 2009 13:43:25 -0400
Subject: [rt-users] Editing From:
Message-ID: <4AE7313D.3020507@gmail.com>

	I have been asked to change out RT install such that when someone in, 
say, the support group replies, his RealName is not shown ("Support 
Staff at support at domain.com" is used instead). Otherwise, the From: 
header should look like the default one ("Joe Cool via RT"). Has anyone 
done that? Looking at the code, I imagine that the one I want is 
somewhere in SendEmail.pm,

     unless ( $self->TemplateObj->MIMEObj->head->get('From') ) {
         if ($RT::UseFriendlyFromLine) {
             my $friendly_name = $self->TransactionObj->CreatorObj->RealName
                 || $self->TransactionObj->CreatorObj->Name;
             if ( $friendly_name =~ /^"(.*)"$/ ) {    # a quoted string
                 $friendly_name = $1;
             }

             $friendly_name =~ s/"/\\"/g;
             $self->SetHeader(
                 'From',
                 sprintf(
                     $RT::FriendlyFromLineFormat,
                     $self->MIMEEncodeString( $friendly_name,
                         $RT::EmailOutputEncoding ),
                     $replyto
                 ),
             );
         }
         else {
             $self->SetHeader( 'From', $replyto );
         }

but that feels like I would be hardcoding it here, which is not a long 
term solution. Are there better ways to do it?

Also, using my own example, the default From: header looks something 
like "Joe Cool via RT." How do I replace the "RT" with another string?


From raubvogel at gmail.com  Tue Oct 27 15:12:03 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Tue, 27 Oct 2009 15:12:03 -0400
Subject: [rt-users] making sets of users priveleged
In-Reply-To: 
References: 
Message-ID: <4AE74603.8090409@gmail.com>

Robert Nesius wrote:
> I just imported a bunch of users from ldap and realized after the fact I 
> forgot to make sure they were imported as privileged users.  I've been 
> casting about for a recipe/tool to flip that sets that bit for lots of 
> people at once and have struck out.  Might someone be able to point me 
> in the right direction?
> 
	It may not help you any but what I would like to do is to have rt ask 
ldap for group membership.

> Thanks for your help,
> -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



From david.hobley at mionegroup.com  Wed Oct 28 02:04:59 2009
From: david.hobley at mionegroup.com (David Hobley)
Date: Wed, 28 Oct 2009 16:04:59 +1000 (EST)
Subject: [rt-users] shredder error
In-Reply-To: <25779220.157541256709856342.JavaMail.root@mail.onegrp.com>
Message-ID: <11005942.157591256709899748.JavaMail.root@mail.onegrp.com>


I thought this was the case; in which case I am still no closer to working out why it is crashing for me. 

Does anyone have any suggestions as to how I can get to the bottom of this? 

Couldn't wipeout object: Can't call method "new" on an undefined value at /opt/httpd/rt3/sbin/../lib/RT/Transaction_Overlay.pm line 1031,  line 1. 

Cheers, 
David 
----- Original Message ----- 
From: "Ken Crocker"  
To: "Howard Jones"  
Cc: rt-users at lists.bestpractical.com 
Sent: Friday, 16 October, 2009 3:14:26 AM GMT +10:00 Brisbane 
Subject: Re: [rt-users] shredder error 

Howard, 

I thought the "replace-relations" was for links to other tickets. If it offers an opportunity to enter a replacement User ID, then I'm sure it's OK. 

Kenn 
LBNL 

On 10/15/2009 9:01 AM, Howard Jones wrote: 

On 15/10/2009 16:41, Ken Crocker wrote: 

Some users may be referred to by transaction history of a ticket
because they sent in corresponance or were the original requestor or
owner. Those kind of relationships shouldn't be deleted because it
will cause an error in yoiur history display. Isn't that what replace_relations is supposed to fix?

Regards,

Howard
_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 

-- 



Cheers, 
David Hobley 

IT Manager 
Creators of Miessence, MiVitality and MiEnviron 

Phone: +61 (7) 5582 7020 
Fax: +61 (7) 5539 6719 
USA Fax 1800 840 0827 
Email : david.hobley at mionegroup.com 
Website: www.mionegroup.com 


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From praveen.velu at hotmail.com  Wed Oct 28 02:39:51 2009
From: praveen.velu at hotmail.com (Praveen Velu)
Date: Wed, 28 Oct 2009 12:09:51 +0530
Subject: [rt-users] Need custom condition for Reply on resolve
Message-ID: 


Dear All

Could you please help me to create a custom condition for Reply on resolve?

When
user resolve a ticket with reply option, requester gets two mails. One
is reply and other is Auto reply for closing ticket. Is it possible
merge and send two mails? How can i avoid two mails when user select
reply option on resolve than comment. 

I am using RT 3.8 on debian lenny

Thanks in advance 

praveen 		 	   		  
_________________________________________________________________
Windows 7: Simplify what you do everyday. Find the right PC for you.
http://windows.microsoft.com/shop
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From raubvogel at gmail.com  Wed Oct 28 09:01:48 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 28 Oct 2009 09:01:48 -0400
Subject: [rt-users] Need custom condition for Reply on resolve
In-Reply-To: 
References: 
Message-ID: <4AE840BC.3060204@gmail.com>

Praveen Velu wrote:
> Dear All
> 
> Could you please help me to create a custom condition for Reply on resolve?
> 
> When user resolve a ticket with reply option, requester gets two mails. 
> One is reply and other is Auto reply for closing ticket. Is it possible 
> merge and send two mails? How can i avoid two mails when user select 
> reply option on resolve than comment.
> 
	It could be different in 3.8, but in 3.6, if you look at the default 
scrips associated with your query, you will notice there is one entry 
(scrip #10?) to handle what happens after a ticket is closed. I have had 
its Action defined as "Notify Requestors" before, but told it to do 
nothing instead; requester now only get a reply (if support staff says 
something before closing ticket). You can also write your own action to 
do whatever you want there.

> I am using RT 3.8 on debian lenny
> 
> Thanks in advance
> 
> praveen
> ------------------------------------------------------------------------
> http://windows.microsoft.com/shop Find the right PC for you.  Simplify what you do everyday.>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From juann.dlc at gmail.com  Wed Oct 28 09:02:09 2009
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 28 Oct 2009 09:02:09 -0400
Subject: [rt-users] Custom Scrip for ticket move
Message-ID: <662d45d40910280602w7320dacek8247ffd9a26b9e5d@mail.gmail.com>

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.

Thanks

using RT 3.8.5
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From raubvogel at gmail.com  Wed Oct 28 10:42:53 2009
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 28 Oct 2009 10:42:53 -0400
Subject: [rt-users] Quick overlay question
Message-ID: <4AE8586D.4000807@gmail.com>

	Well, it really boils down to how it works? Do you replace an entire 
function in the overlay, the entire .pm file, or what?


From rui-f-meireles at telecom.pt  Wed Oct 28 14:21:51 2009
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Wed, 28 Oct 2009 18:21:51 +0000
Subject: [rt-users] Languages in RT
References:  
Message-ID: 


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 kmckinnis at tivo.com  Wed Oct 28 20:31:30 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Wed, 28 Oct 2009 17:31:30 -0700
Subject: [rt-users] change location of attachments in RT 3.4.5?
Message-ID: <79E0423E511EB7469840F12A98F81BC805FF5EEBA8@CORPEX01.Tivo.com>

Due to some annoying circumstances and RT running on a VM, I'm out of disk space on /, and can only add a new partition because I don't want to dick around resizing an ext3 partition. That said, I need to tell RT to save attachments to said new partition. My Google search has not proved fruitful. Does anyone know if there's a config parameter somewhere to change this? Thank you!

~~
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.
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From jpierce at cambridgeenergyalliance.org  Wed Oct 28 23:56:11 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 28 Oct 2009 23:56:11 -0400
Subject: [rt-users] change location of attachments in RT 3.4.5?
In-Reply-To: <79E0423E511EB7469840F12A98F81BC805FF5EEBA8@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC805FF5EEBA8@CORPEX01.Tivo.com>
Message-ID: 

 wrote:
> Due to some annoying circumstances and RT running on a VM, I?m out of disk
> space on /, and can only add a new partition because I don?t want to dick
> around resizing an ext3 partition. That said, I need to tell RT to save
> attachments to said new partition. My Google search has not proved fruitful.
> Does anyone know if there?s a config parameter somewhere to change this?
> Thank you!
RT that old stores attachments in the file system? If so, can't you
simply use a symlink? Or mount your new partition on top of the
directory RT writes the attachments to? (Being sure to move over
the existing files first)

If it's like a modern RT and storing the data in your database,
you should still be able to apply those techniques, or tell move
your RDBMS' data store to the new volume.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From ballmann at patronas.de  Thu Oct 29 09:19:02 2009
From: ballmann at patronas.de (Bastian Ballmann)
Date: Thu, 29 Oct 2009 14:19:02 +0100
Subject: [rt-users] Return error message in Scrip
Message-ID: <4AE99646.20902@patronas.de>

Hi list,

I try to program a little scrip that checks if priority numbers
are unique within a queue and therefore I try to return an error
message from a Scrip that should avoid RT from updating the
ticket and displaying an error message on the screen.

All my googling, code grepping and wiki / mailing list searching
and try and error cycles failed so far so please can someone
give me a hint on how to return an error from a Scrip?

Thanks in advance & have a nice day

Basti

-- 
Bastian Ballmann

PATRONAS Financial Systems GmbH
Schnewlinstr 4
79098 Freiburg

fon +49 (0)761 400688-19
fax +49 (0)761 400688-50

ballmann at patronas.de
http://www.patronas.de

Amtsgericht Freiburg, HRB 7212
Gesch?ftsf?hrung: Heribert Steuer, Carsten Osswald

This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.



From arekm at maven.pl  Thu Oct 29 09:48:50 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Thu, 29 Oct 2009 14:48:50 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <20091026125817.GD21065@bestpractical.com>
References: <200910231124.01466.arekm@maven.pl>
	<200910261340.29617.arekm@maven.pl>
	<20091026125817.GD21065@bestpractical.com>
Message-ID: <200910291448.51046.arekm@maven.pl>

On Monday 26 of October 2009, Jesse Vincent wrote:
> On Mon, Oct 26, 2009 at 02:40:29PM +0200, Arkadiusz Miskiewicz wrote:
> > On Friday 23 of October 2009, Jerrad Pierce wrote:
> > > >>   A tool like the firefox developer toolbar is an easy way to do
> > > >> this.
> > >
> > > HTTPFox might be a good solution too. You can simply tell it to start
> > >  tracking as you use RT, and stop it once you encounter the problem.
> > >  Examine the results, debug, and or sanitize and share.
> > >
> > > Everyone experiencing the problem doesn't have to install the add-on,
> > > just someone who has the issue.
> >
> > Can I log session id here somehow?
> >
> > lib/RT/Interface/Web.pm:
> > $RT::Logger->info("Successful login for @{[$ARGS->{user}]} from
> > $ENV{'REMOTE_ADDR'}");
> 
> There are two bits you want to log:
> 
> 	* $session{_session_id}
> 	* the session cookie the user sent:  in 3.8.6, look at
>  LoadSessionFromCookie
> 
> > So far it's like this:
> > - user logged as A
> > - suddently he becomes user B
> > - he logged off and on as A again
> >
> > httpfox shows three session ids but I found only last one in sessions
> > table and it was user A session.
> 
> Logging out should be clearing that B session, so that bit isn't too
> surprising..

Still trying to gather more info. 

What's the correct place for logging information about which session has been 
logged out (forced) or logged out via web interface?

Added this to _ForceLogout but it seems to be wrong since it logs some very 
different session_ids...

sub _ForceLogout {
    my $sid = $HTML::Mason::Commands::session{'_session_id'};
    $RT::Logger->info("_ForceLogout session id $sid");


> Jesse

-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From arekm at maven.pl  Thu Oct 29 10:18:33 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Thu, 29 Oct 2009 15:18:33 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910291448.51046.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<20091026125817.GD21065@bestpractical.com>
	<200910291448.51046.arekm@maven.pl>
Message-ID: <200910291518.33164.arekm@maven.pl>

On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:

Today it happened to me. I suddently became user B in rt (opera). The real 
user B had his PC running with rt opened (firefox) with autorefresh every 2 
minutes set but he was away from his computer.

Now I verified his and mine RT_SID cookie and... I have his cookie aka we both 
use the same cookie.  I log session_id in rt.log at login, so I also checked 
that and had login for user B with that cookie logged in rt.log 20 minutes 
ago. sessions table in mysql contained that session_id of course. My initial 
cookie that I logged in as user A was also there in sessions table.

So at the end I and user B we both have active sessions as user B with the 
same cookie. I even did few steps through rt on both computers to see if 
session_id will change but no - we are still logged in and still use the same 
session_id/cookie.

(feature request: what I miss now is to make session contain IP address 
information for better security - so that session would work only from that 
one IP)
-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From slake at bcssi.com  Thu Oct 29 10:22:53 2009
From: slake at bcssi.com (Seth Lake)
Date: Thu, 29 Oct 2009 10:22:53 -0400
Subject: [rt-users] Remove Watchers on Owner Change
Message-ID: <5E9FF12B52ED204A93333E4D7672997504EB1EDC@seadog.bcssi.com>

Looking for a way (scrip?) to remove non-owner/requester/admin CCs on
take or ownership change.

We have a big group of CCs when a ticket comes in, once one of the
helpdesk group takes the ticket I want the people that aren't directly
involved out off the watchers list.

Thanks!


From jesse at bestpractical.com  Thu Oct 29 10:26:17 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Oct 2009 10:26:17 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910291518.33164.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<20091026125817.GD21065@bestpractical.com>
	<200910291448.51046.arekm@maven.pl>
	<200910291518.33164.arekm@maven.pl>
Message-ID: <20091029142617.GY21065@bestpractical.com>




On Thu, Oct 29, 2009 at 03:18:33PM +0100, Arkadiusz Miskiewicz wrote:
> On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:
> 
> Today it happened to me. I suddently became user B in rt (opera). The real 
> user B had his PC running with rt opened (firefox) with autorefresh every 2 
> minutes set but he was away from his computer.

I really need to see protocol-level HTTP logs for both of these
sessions. I need to see when/if RT handed you his cookie.
> 
> Now I verified his and mine RT_SID cookie and... I have his cookie aka we both 
> use the same cookie.  I log session_id in rt.log at login, so I also checked 
> that and had login for user B with that cookie logged in rt.log 20 minutes 
> ago. sessions table in mysql contained that session_id of course. My initial 
> cookie that I logged in as user A was also there in sessions table.
> 
> So at the end I and user B we both have active sessions as user B with the 
> same cookie. I even did few steps through rt on both computers to see if 
> session_id will change but no - we are still logged in and still use the same 
> session_id/cookie.
> 
> (feature request: what I miss now is to make session contain IP address 
> information for better security - so that session would work only from that 
> one IP)

As an optional feature, I'd love a patch. But it has to default to off.
Too many organizations have an array of outgoing proxy IP addresses.

> -- 
> Arkadiusz Mi?kiewicz        PLD/Linux Team
> arekm / maven.pl            http://ftp.pld-linux.org/
> 

-- 


From jesse at bestpractical.com  Thu Oct 29 10:26:17 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Oct 2009 10:26:17 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910291518.33164.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<20091026125817.GD21065@bestpractical.com>
	<200910291448.51046.arekm@maven.pl>
	<200910291518.33164.arekm@maven.pl>
Message-ID: <20091029142617.GY21065@bestpractical.com>




On Thu, Oct 29, 2009 at 03:18:33PM +0100, Arkadiusz Miskiewicz wrote:
> On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:
> 
> Today it happened to me. I suddently became user B in rt (opera). The real 
> user B had his PC running with rt opened (firefox) with autorefresh every 2 
> minutes set but he was away from his computer.

I really need to see protocol-level HTTP logs for both of these
sessions. I need to see when/if RT handed you his cookie.
> 
> Now I verified his and mine RT_SID cookie and... I have his cookie aka we both 
> use the same cookie.  I log session_id in rt.log at login, so I also checked 
> that and had login for user B with that cookie logged in rt.log 20 minutes 
> ago. sessions table in mysql contained that session_id of course. My initial 
> cookie that I logged in as user A was also there in sessions table.
> 
> So at the end I and user B we both have active sessions as user B with the 
> same cookie. I even did few steps through rt on both computers to see if 
> session_id will change but no - we are still logged in and still use the same 
> session_id/cookie.
> 
> (feature request: what I miss now is to make session contain IP address 
> information for better security - so that session would work only from that 
> one IP)

As an optional feature, I'd love a patch. But it has to default to off.
Too many organizations have an array of outgoing proxy IP addresses.

> -- 
> Arkadiusz Mi?kiewicz        PLD/Linux Team
> arekm / maven.pl            http://ftp.pld-linux.org/
> 

-- 


From arekm at maven.pl  Thu Oct 29 10:30:49 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Thu, 29 Oct 2009 15:30:49 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910291518.33164.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<200910291448.51046.arekm@maven.pl>
	<200910291518.33164.arekm@maven.pl>
Message-ID: <200910291530.49624.arekm@maven.pl>

On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:
> On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:
> 
> Today it happened to me.

And now another story that happened just few minutes ago:

I was logged in as A with session_id/cookie let say "sessA". When doing 
something in rt I suddenly got login screen, huh! Checked sessions table - 
sessA was still there. So I changed cookie preferences in opera and set RT_SID 
cookie back to "sessA", page refresh and... I'm as A, no need to log in!

Which looks like my session ("sessA") was still alive and working on rt side 
but somehow rt passed different session id/cookie to opera and opera used it 
which in the end caused login screen to appear.

-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From jpierce at cambridgeenergyalliance.org  Thu Oct 29 10:31:50 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 29 Oct 2009 10:31:50 -0400
Subject: [rt-users] Remove Watchers on Owner Change
In-Reply-To: <5E9FF12B52ED204A93333E4D7672997504EB1EDC@seadog.bcssi.com>
References: <5E9FF12B52ED204A93333E4D7672997504EB1EDC@seadog.bcssi.com>
Message-ID: 

On Thu, Oct 29, 2009 at 10:22, Seth Lake  wrote:
> Looking for a way (scrip?) to remove non-owner/requester/admin CCs on
> take or ownership change.
>
> We have a big group of CCs when a ticket comes in, once one of the
> helpdesk group takes the ticket I want the people that aren't directly
> involved out off the watchers list.
Look at my squelch remote recipients scrip as a starting point?

http://www.gossamer-threads.com/lists/rt/users/88831?nohighlight=1#88831

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


From arekm at maven.pl  Thu Oct 29 10:18:33 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Thu, 29 Oct 2009 15:18:33 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910291448.51046.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<20091026125817.GD21065@bestpractical.com>
	<200910291448.51046.arekm@maven.pl>
Message-ID: <200910291518.33164.arekm@maven.pl>

On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:

Today it happened to me. I suddently became user B in rt (opera). The real 
user B had his PC running with rt opened (firefox) with autorefresh every 2 
minutes set but he was away from his computer.

Now I verified his and mine RT_SID cookie and... I have his cookie aka we both 
use the same cookie.  I log session_id in rt.log at login, so I also checked 
that and had login for user B with that cookie logged in rt.log 20 minutes 
ago. sessions table in mysql contained that session_id of course. My initial 
cookie that I logged in as user A was also there in sessions table.

So at the end I and user B we both have active sessions as user B with the 
same cookie. I even did few steps through rt on both computers to see if 
session_id will change but no - we are still logged in and still use the same 
session_id/cookie.

(feature request: what I miss now is to make session contain IP address 
information for better security - so that session would work only from that 
one IP)
-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From jpierce at cambridgeenergyalliance.org  Thu Oct 29 10:32:44 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 29 Oct 2009 10:32:44 -0400
Subject: [rt-users] Remove Watchers on Owner Change
In-Reply-To: <5E9FF12B52ED204A93333E4D7672997504EB1EDC@seadog.bcssi.com>
References: <5E9FF12B52ED204A93333E4D7672997504EB1EDC@seadog.bcssi.com>
Message-ID: 

On Thu, Oct 29, 2009 at 10:22, Seth Lake  wrote:
> Looking for a way (scrip?) to remove non-owner/requester/admin CCs on
> take or ownership change.
>
> We have a big group of CCs when a ticket comes in, once one of the
> helpdesk group takes the ticket I want the people that aren't directly
> involved out off the watchers list.
Look at my squelch remote recipients scrip as a starting point?

http://www.gossamer-threads.com/lists/rt/users/88831?nohighlight=1#88831

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


From arekm at maven.pl  Thu Oct 29 10:35:09 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Thu, 29 Oct 2009 15:35:09 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <20091029142617.GY21065@bestpractical.com>
References: <200910231124.01466.arekm@maven.pl>
	<200910291518.33164.arekm@maven.pl>
	<20091029142617.GY21065@bestpractical.com>
Message-ID: <200910291535.09199.arekm@maven.pl>

On Thursday 29 of October 2009, Jesse Vincent wrote:
> On Thu, Oct 29, 2009 at 03:18:33PM +0100, Arkadiusz Miskiewicz wrote:
> > On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:
> >
> > Today it happened to me. I suddently became user B in rt (opera). The
> > real user B had his PC running with rt opened (firefox) with autorefresh
> > every 2 minutes set but he was away from his computer.
> 
> I really need to see protocol-level HTTP logs for both of these
> sessions. I need to see when/if RT handed you his cookie.

One firefox user here has httpfox [1] running but so far he didn't have any 
problem for last 2 days :-( 

Our rt is running over ssl, so sniffing at wire level also not possible (or at 
least I don't know any working linux sniffer that could to that provided I 
have key/cert)

Trying to get that.

[1] it sucks a little as it doesn't have "save log" capability
-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From arekm at maven.pl  Thu Oct 29 10:35:09 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Thu, 29 Oct 2009 15:35:09 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <20091029142617.GY21065@bestpractical.com>
References: <200910231124.01466.arekm@maven.pl>
	<200910291518.33164.arekm@maven.pl>
	<20091029142617.GY21065@bestpractical.com>
Message-ID: <200910291535.09199.arekm@maven.pl>

On Thursday 29 of October 2009, Jesse Vincent wrote:
> On Thu, Oct 29, 2009 at 03:18:33PM +0100, Arkadiusz Miskiewicz wrote:
> > On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:
> >
> > Today it happened to me. I suddently became user B in rt (opera). The
> > real user B had his PC running with rt opened (firefox) with autorefresh
> > every 2 minutes set but he was away from his computer.
> 
> I really need to see protocol-level HTTP logs for both of these
> sessions. I need to see when/if RT handed you his cookie.

One firefox user here has httpfox [1] running but so far he didn't have any 
problem for last 2 days :-( 

Our rt is running over ssl, so sniffing at wire level also not possible (or at 
least I don't know any working linux sniffer that could to that provided I 
have key/cert)

Trying to get that.

[1] it sucks a little as it doesn't have "save log" capability
-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From jesse at bestpractical.com  Thu Oct 29 10:37:20 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Oct 2009 10:37:20 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910291530.49624.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<200910291448.51046.arekm@maven.pl>
	<200910291518.33164.arekm@maven.pl>
	<200910291530.49624.arekm@maven.pl>
Message-ID: <20091029143720.GZ21065@bestpractical.com>




On Thu, Oct 29, 2009 at 03:30:49PM +0100, Arkadiusz Miskiewicz wrote:
> On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:
> > On Thursday 29 of October 2009, Arkadiusz Miskiewicz wrote:
> > 
> > Today it happened to me.
> 
> And now another story that happened just few minutes ago:
> 
> I was logged in as A with session_id/cookie let say "sessA". When doing 
> something in rt I suddenly got login screen, huh! Checked sessions table - 
> sessA was still there. So I changed cookie preferences in opera and set RT_SID 
> cookie back to "sessA", page refresh and... I'm as A, no need to log in!
> 
> Which looks like my session ("sessA") was still alive and working on rt side 
> but somehow rt passed different session id/cookie to opera and opera used it 
> which in the end caused login screen to appear.

"somehow" is what we need to get to the bottom of. To do that, I need
the HTTP logs including all headers from your client.  I need to see RT
serving you that cookie and to see the request it was on and what else
was in that request.  This is fairly far into "should not be possible"
and I need a bit more of a view into what bit of infrastructure is
causing it.



From slake at bcssi.com  Thu Oct 29 10:46:16 2009
From: slake at bcssi.com (Seth Lake)
Date: Thu, 29 Oct 2009 10:46:16 -0400
Subject: [rt-users] Remove Watchers on Owner Change
In-Reply-To: 
References: <5E9FF12B52ED204A93333E4D7672997504EB1EDC@seadog.bcssi.com>
	
Message-ID: <5E9FF12B52ED204A93333E4D7672997504EB1EDE@seadog.bcssi.com>

This works to strip out all the watchers, how to add back in the owner ?
I'm terrible at this hacking thing?

foreach my $address (
$self->TicketObj->QueueObj->Cc->MemberEmailAddresses ){
  $self->TicketObj->SquelchMailTo($address);
}



-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Thursday, October 29, 2009 10:33 AM
To: Seth Lake
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Remove Watchers on Owner Change

On Thu, Oct 29, 2009 at 10:22, Seth Lake  wrote:
> Looking for a way (scrip?) to remove non-owner/requester/admin CCs on
> take or ownership change.
>
> We have a big group of CCs when a ticket comes in, once one of the
> helpdesk group takes the ticket I want the people that aren't directly
> involved out off the watchers list.
Look at my squelch remote recipients scrip as a starting point?

http://www.gossamer-threads.com/lists/rt/users/88831?nohighlight=1#88831

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


From jpierce at cambridgeenergyalliance.org  Thu Oct 29 10:44:54 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 29 Oct 2009 10:44:54 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910291535.09199.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<200910291518.33164.arekm@maven.pl> 
	<20091029142617.GY21065@bestpractical.com>
	<200910291535.09199.arekm@maven.pl>
Message-ID: 

> [1] it sucks a little as it doesn't have "save log" capability
Right click "Copy all rows"


From GerritK at dgb.co.za  Thu Oct 29 10:37:34 2009
From: GerritK at dgb.co.za (Gerrit Kilian)
Date: Thu, 29 Oct 2009 16:37:34 +0200
Subject: [rt-users] Riaan receives emails from Boschendal people which does
	not have email signature.
Message-ID: <10AF272BA385BC4BB8E616C0429B179369350D@akira.dgb.co.za>

 


 
Gerrit Kilian
IT Support supervisor
DGB (Pty) Ltd
Tel: +27(0)21 864 5352
Fax: +27(0)21 864 1287
Cell: +27(0)84 603 4826
http://www.dgb.co.za
 
DISCLAIMER: This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. If you have received this mail in error please delete it immediately and notify mailto:info at dgb.co.za.
Please note that it is the responsibility of the recipient to scan this email and any attachments that may accompany it for viruses and such. D.G.B (Pty) Ltd makes every effort to guard against viruses and accepts no liability of whatever nature for any loss,
damage or expense resulting directly or indirectly from the access and/or downloading of any files which are attached to this email message
 

 
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From jpierce at cambridgeenergyalliance.org  Thu Oct 29 10:44:54 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 29 Oct 2009 10:44:54 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: <200910291535.09199.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<200910291518.33164.arekm@maven.pl> 
	<20091029142617.GY21065@bestpractical.com>
	<200910291535.09199.arekm@maven.pl>
Message-ID: 

> [1] it sucks a little as it doesn't have "save log" capability
Right click "Copy all rows"


From kfcrocker at lbl.gov  Thu Oct 29 11:16:17 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 29 Oct 2009 08:16:17 -0700
Subject: [rt-users] Return error message in Scrip
In-Reply-To: <4AE99646.20902@patronas.de>
References: <4AE99646.20902@patronas.de>
Message-ID: <4AE9B1C1.3010704@lbl.gov>

Bastian,

I have tried this numerous times with various types of messages and got 
"no joy". I may be corrected on this, but the info I got back was it is 
NOT possible to display error messages to an RT screen via a scrip. 
That's too bad cause one would think that it */should/* be possible as a 
/*logical extension*/ of the thought process that allowed for writing 
scrips to check for things in the first place. But, Oh well. Maybe in 
some future version. Good Luck.

Kenn
LBNL

On 10/29/2009 6:19 AM, Bastian Ballmann wrote:
> Hi list,
>
> I try to program a little scrip that checks if priority numbers
> are unique within a queue and therefore I try to return an error
> message from a Scrip that should avoid RT from updating the
> ticket and displaying an error message on the screen.
>
> All my googling, code grepping and wiki / mailing list searching
> and try and error cycles failed so far so please can someone
> give me a hint on how to return an error from a Scrip?
>
> Thanks in advance & have a nice day
>
> Basti
>
>   
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From jpierce at cambridgeenergyalliance.org  Thu Oct 29 11:26:55 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 29 Oct 2009 11:26:55 -0400
Subject: [rt-users] Return error message in Scrip
In-Reply-To: <4AE9B1C1.3010704@lbl.gov>
References: <4AE99646.20902@patronas.de> <4AE9B1C1.3010704@lbl.gov>
Message-ID: 

> I have tried this numerous times with various types of messages and got "no
> joy". I may be corrected on this, but the info I got back was it is NOT
> possible to display error messages to an RT screen via a scrip. That's too
He doesn't need to return an error message, to prevent the update (as
requested),
just false.

Essentially he needs to go up from transaction to to queue, get all
tickets and their
priorities, then unique the list/check for collisions with proposed priority.

Although I must admit that the idea of limiting priorities to single
instances seems
kind of odd.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From arekm at maven.pl  Thu Oct 29 12:23:23 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Thu, 29 Oct 2009 17:23:23 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: 
References: <200910231124.01466.arekm@maven.pl>
	<200910291535.09199.arekm@maven.pl>
	
Message-ID: <200910291723.23924.arekm@maven.pl>

On Thursday 29 of October 2009, Jerrad Pierce wrote:
> > [1] it sucks a little as it doesn't have "save log" capability
> 
> Right click "Copy all rows"

That doesn't copy  headers data, cookies etc

-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From arekm at maven.pl  Thu Oct 29 12:23:23 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Thu, 29 Oct 2009 17:23:23 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
In-Reply-To: 
References: <200910231124.01466.arekm@maven.pl>
	<200910291535.09199.arekm@maven.pl>
	
Message-ID: <200910291723.23924.arekm@maven.pl>

On Thursday 29 of October 2009, Jerrad Pierce wrote:
> > [1] it sucks a little as it doesn't have "save log" capability
> 
> Right click "Copy all rows"

That doesn't copy  headers data, cookies etc

-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From fooraide at gmail.com  Thu Oct 29 12:23:19 2009
From: fooraide at gmail.com (David)
Date: Thu, 29 Oct 2009 12:23:19 -0400
Subject: [rt-users] Include another custom field in a custom field link ?
Message-ID: 

Hi,

In RT 3.8.2 (We'll be upgrading to 3.8.6 pretty soon), you can
configure a custom field be link to an URL.

For instance, you can put http://domain.com/__CustomField__ and it
will link to http://domain.com/.
Now, what I'm trying to do is that I have two different custom fields
that would "build" the URL.

So, I would like to include a second custom field in the URL:
http://domain.com/&

However, after several trials and errors, I still can't figure out how
I can include another custom field.

Could anyone point me in the right direction ?

Thanks,

- David


From jpierce at cambridgeenergyalliance.org  Thu Oct 29 12:42:28 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 29 Oct 2009 12:42:28 -0400
Subject: [rt-users] Include another custom field in a custom field link ?
In-Reply-To: 
References: 
Message-ID: 

> Could anyone point me in the right direction ?

1) Don't do that.
2) Use 3 fields. 1 & 2 store values, 3 is a combination of the two
generated by a scrip,
    which has the "Link values to" set.
3) Create a custom CustomField Type, where you define how it is rendered
4) Use 2 normal fields for the values, and the ShowBasics EndOfList callback
    to render the link. (You could even remove SeeCustomField for the parts).

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


From todd at chaka.net  Thu Oct 29 15:39:58 2009
From: todd at chaka.net (Todd Chapman)
Date: Thu, 29 Oct 2009 15:39:58 -0400
Subject: [rt-users] Billing for RT customer service.
Message-ID: <519782dc0910291239m5fbd6fecg79d1fe3998857959@mail.gmail.com>

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).

Any advice on getting this data? Thanks!

-Todd


From jpierce at cambridgeenergyalliance.org  Thu Oct 29 16:00:10 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 29 Oct 2009 16:00:10 -0400
Subject: [rt-users] Billing for RT customer service.
In-Reply-To: <519782dc0910291239m5fbd6fecg79d1fe3998857959@mail.gmail.com>
References: <519782dc0910291239m5fbd6fecg79d1fe3998857959@mail.gmail.com>
Message-ID: 

RT::Extension::ActivityReports will get you get a list of all of the messages
exchanged.

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


From vgehring at lanusa.com  Thu Oct 29 18:56:13 2009
From: vgehring at lanusa.com (Victor Gehring)
Date: Thu, 29 Oct 2009 18:56:13 -0400
Subject: [rt-users] RT-Mailgate + Postfix on SLES10 Not Receiving Mail
Message-ID: <02B111358040704183C146FB2280EBB7E75709209F@msx.pcn.local>

Greetings,

After many hours scouring around the globe for answers, I have feel I have gathered enough diagnostic info to post my issue.  The RT server is up and sending mail via a relay fine.  I have configured RT with the recommended groups/perms and am able to create tx fine and such.  I have fiddled around with the aliases file, postfix's main.conf and apache2's vhost.conf until my eyes are bleeding, always restarting postfix, apache and running newaliases after each change/test msg.  After application of many good tips found, the RT server still refuses to accept mail.  Below is a sanitized section of the /var/log/mail.info log seemingly indicating that the message is bounced due to 'unknown user'.  Of the many things I am not certain of, the docs indicate that a user must be created that is associated to the rt-mailgate script - but I am not sure how this needs to be done.  When replying to a tx, the bounced message will be returned to the sender ok.  I am decidedly stumped.  Can anyone point me in the right direction?

Oct 29 18:17:34 dt-rt postfix/smtpd[7118]: connect from exchange07.xxx.com[10.0.1.190]
Oct 29 18:17:34 dt-rt postfix/smtpd[7118]: ED9E318235: client=exchange07.xxx.com[10.0.1.190]
Oct 29 18:17:34 dt-rt postfix/cleanup[7121]: ED9E318235: message-id=
Oct 29 18:17:34 dt-rt postfix/qmgr[7108]: ED9E318235: from=, size=2574, nrcpt=1 (queue active)
Oct 29 18:17:34 dt-rt postfix/smtpd[7118]: disconnect from exchange07.yyy.com[10.0.1.190]
Oct 29 18:17:35 dt-rt postfix/local[7122]: ED9E318235: to=, 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/")
Oct 29 18:17:35 dt-rt postfix/cleanup[7121]: 04E1F18239: message-id=<20091029221735.04E1F18239 at dt-rt.yyy.com>
Oct 29 18:17:35 dt-rt postfix/qmgr[7108]: 04E1F18239: from=<>, size=4787, nrcpt=1 (queue active)
Oct 29 18:17:35 dt-rt postfix/qmgr[7108]: ED9E318235: removed

BTW - NOT running any virtual mail hosts that would interfere with the alaias pipe directive.
Also, the server is able to resolve its own url on the local browser.

RT 3.8.3. Postfix 2.2.9. mod_perl 2.02, SLES10SP2, apache2

Best regards,

Victor

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From jesse at bestpractical.com  Thu Oct 29 19:20:40 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Oct 2009 19:20:40 -0400
Subject: [rt-users] change location of attachments in RT 3.4.5?
In-Reply-To: 
References: <79E0423E511EB7469840F12A98F81BC805FF5EEBA8@CORPEX01.Tivo.com>
	
Message-ID: <20091029232040.GD15720@mar-adentro>




On Wed 28.Oct'09 at 23:56:11 -0400, Jerrad Pierce wrote:
>  wrote:
> > Due to some annoying circumstances and RT running on a VM, I?m out of disk
> > space on /, and can only add a new partition because I don?t want to dick
> > around resizing an ext3 partition. That said, I need to tell RT to save
> > attachments to said new partition. My Google search has not proved fruitful.
> > Does anyone know if there?s a config parameter somewhere to change this?
> > Thank you!
> RT that old stores attachments in the file system? 

RT 1.0.x was the last version of RT to store attachments on the
filesystem.  We're working on an RTx for a client that _might_ end up
getting released which would let you do this for RT 3.8.  But it's not
something I can put a date on.

Best,
Jesse
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From jrummel at imapp.com  Thu Oct 29 19:50:47 2009
From: jrummel at imapp.com (jrummel)
Date: Thu, 29 Oct 2009 16:50:47 -0700 (PDT)
Subject: [rt-users] Scrip to automatically set Owner based on a Custom Field
Message-ID: <26122827.post@talk.nabble.com>


Hi everyone,

I have a select-one Custom Field called "Product" with 5 products in it. 
Based on what product is selected (on create), I would like a specific user
to be set as the Owner (ex: ticket is created with "Product A" selected, so
John Smith works on Product A, thus should automatically be the Owner). 
Does anyone know the what my Custom Action would look like to accomplish
this?

Thanks!
-- 
View this message in context: http://www.nabble.com/Scrip-to-automatically-set-Owner-based-on-a-Custom-Field-tp26122827p26122827.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From alien at 12inch.com  Thu Oct 29 22:33:15 2009
From: alien at 12inch.com (Alan Premselaar)
Date: Fri, 30 Oct 2009 11:33:15 +0900
Subject: [rt-users] RT-Mailgate + Postfix on SLES10 Not Receiving Mail
In-Reply-To: <02B111358040704183C146FB2280EBB7E75709209F@msx.pcn.local>
References: <02B111358040704183C146FB2280EBB7E75709209F@msx.pcn.local>
Message-ID: <4AEA506B.1050307@12inch.com>



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 elacour at easter-eggs.com  Fri Oct 30 02:59:16 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 30 Oct 2009 07:59:16 +0100
Subject: [rt-users] Scrip to automatically set Owner based on a Custom
 Field
In-Reply-To: <26122827.post@talk.nabble.com>
References: <26122827.post@talk.nabble.com>
Message-ID: <20091030065915.GA18797@easter-eggs.com>

On Thu, Oct 29, 2009 at 04:50:47PM -0700, jrummel wrote:
> 
> Hi everyone,
> 
> I have a select-one Custom Field called "Product" with 5 products in it. 
> Based on what product is selected (on create), I would like a specific user
> to be set as the Owner (ex: ticket is created with "Product A" selected, so
> John Smith works on Product A, thus should automatically be the Owner). 
> Does anyone know the what my Custom Action would look like to accomplish
> this?
> 


You should use two customfields, one ticket customfield used to set the
product for the ticket, another _user_ customfield to set the list of
product a user works on in the user profile. Then your action will
compare those values and set the owner.

Here is a not tested code to help you:

my $Ticket = $self->TicketObj;

# Get products selected for this ticket
my $T_product = $Ticket->FirstCustomFieldValue ( 'Product' );

# Try to find a User with this product
my $user_found = undef;
my $Users = RT::Users->new ( $RT::SystemUser );
while ( my $User = $Users->Next () )
{
        my $U_products = $User->CustomFieldValues ( 'Products' );
        while ( my $product = $U_products->Next )
        {       
                if ( $product->Content eq $T_product )
                {       
                    $user_found = $User;
                    last;
                }       
        }       
}

if ( $user_found && $user_found->Id ) {
    $RT::Logger->debug("User ".$user_found->Name." found for product ".$T_product." Ticket ".$Ticket->Id );
    $Ticket->SetOwner( $user_found );
} else {
    return 0;
}

return 1;



From cgarcia at ific.uv.es  Fri Oct 30 03:47:47 2009
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Fri, 30 Oct 2009 08:47:47 +0100
Subject: [rt-users] Scrip to automatically set Owner based on a Custom
 Field
In-Reply-To: <20091030065915.GA18797@easter-eggs.com>
References: <26122827.post@talk.nabble.com>
	<20091030065915.GA18797@easter-eggs.com>
Message-ID: <4AEA9A23.5090301@ific.uv.es>

I did something similar. If the custom field had a particular value, 
then the owner had to be a particular user. I did it using this scrip:

Custom condition:

if ($self->TransactionObj->Type eq 'Create' &&
     $self->TicketObj->FirstCustomFieldValue('Product') eq 'Product A') {
     return 1;
}
return 0;

Custom Action:
$self->TicketObj->SetOwner('John Smith');
return 1;

Hope it helps,
Carlos

Emmanuel Lacour wrote:
> On Thu, Oct 29, 2009 at 04:50:47PM -0700, jrummel wrote:
>> Hi everyone,
>>
>> I have a select-one Custom Field called "Product" with 5 products in it. 
>> Based on what product is selected (on create), I would like a specific user
>> to be set as the Owner (ex: ticket is created with "Product A" selected, so
>> John Smith works on Product A, thus should automatically be the Owner). 
>> Does anyone know the what my Custom Action would look like to accomplish
>> this?
>>
> 
> 
> You should use two customfields, one ticket customfield used to set the
> product for the ticket, another _user_ customfield to set the list of
> product a user works on in the user profile. Then your action will
> compare those values and set the owner.
> 
> Here is a not tested code to help you:
> 
> my $Ticket = $self->TicketObj;
> 
> # Get products selected for this ticket
> my $T_product = $Ticket->FirstCustomFieldValue ( 'Product' );
> 
> # Try to find a User with this product
> my $user_found = undef;
> my $Users = RT::Users->new ( $RT::SystemUser );
> while ( my $User = $Users->Next () )
> {
>         my $U_products = $User->CustomFieldValues ( 'Products' );
>         while ( my $product = $U_products->Next )
>         {       
>                 if ( $product->Content eq $T_product )
>                 {       
>                     $user_found = $User;
>                     last;
>                 }       
>         }       
> }
> 
> if ( $user_found && $user_found->Id ) {
>     $RT::Logger->debug("User ".$user_found->Name." found for product ".$T_product." Ticket ".$Ticket->Id );
>     $Ticket->SetOwner( $user_found );
> } else {
>     return 0;
> }
> 
> return 1;
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
  _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Inform?ticos
|  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| Espa?a / Spain                              Fax: +34 963543488
-------------- next part --------------
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URL: 

From alibby at xforty.com  Fri Oct 30 09:07:07 2009
From: alibby at xforty.com (Andrew Libby)
Date: Fri, 30 Oct 2009 09:07:07 -0400
Subject: [rt-users] Billing for RT customer service.
In-Reply-To: <519782dc0910291239m5fbd6fecg79d1fe3998857959@mail.gmail.com>
References: <519782dc0910291239m5fbd6fecg79d1fe3998857959@mail.gmail.com>
Message-ID: <4AEAE4FB.3020606@xforty.com>


Hi Todd,

We've taken to reporting against the RT database directly.
We use custom fields to track the customer, project, billing
status, invoice number, etc.  Works well.

Good luck,

Andy


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).
> 
> Any advice on getting this data? Thanks!
> 
> -Todd

-- 

===============================================
xforty technologies
Andrew Libby
alibby at xforty.com
http://xforty.com
===============================================



From arekm at maven.pl  Fri Oct 30 10:13:33 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Fri, 30 Oct 2009 15:13:33 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
	[SOLVED I think!]
In-Reply-To: <200910231938.11797.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<20091023171422.GM21065@bestpractical.com>
	<200910231938.11797.arekm@maven.pl>
Message-ID: <200910301513.33653.arekm@maven.pl>

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?

ps. issues.apache.org is full of weird mod_cache related things

> > -jesse

-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From arekm at maven.pl  Fri Oct 30 10:13:33 2009
From: arekm at maven.pl (Arkadiusz Miskiewicz)
Date: Fri, 30 Oct 2009 15:13:33 +0100
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
	[SOLVED I think!]
In-Reply-To: <200910231938.11797.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<20091023171422.GM21065@bestpractical.com>
	<200910231938.11797.arekm@maven.pl>
Message-ID: <200910301513.33653.arekm@maven.pl>

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?

ps. issues.apache.org is full of weird mod_cache related things

> > -jesse

-- 
Arkadiusz Mi?kiewicz        PLD/Linux Team
arekm / maven.pl            http://ftp.pld-linux.org/


From kfcrocker at lbl.gov  Fri Oct 30 11:56:21 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 30 Oct 2009 08:56:21 -0700
Subject: [rt-users] Scrip to automatically set Owner based on a Custom
 Field
In-Reply-To: <26122827.post@talk.nabble.com>
References: <26122827.post@talk.nabble.com>
Message-ID: <4AEB0CA5.2050004@lbl.gov>

Jrummel,

We do this for our queue that reviews requests. Based on the Org code, 
we set the owner for the person best suited to evaluate tickets for that 
organization. This is our code:

#----------------------------------------------------------------------------
# Custom action Preparation Code:
#----------------------------------------------------------------------------
#
# set new ticket owner id value
#
#    42 - Frank
#   148 - Bob
#  5125 - Sally
#  9324 - Roberta
# 73886 - Ted
#

my %orgs = qw(
           Budget-Direct   148
           Budget-Indirect 148
           Controller-AP   5125
           Controller-AR   73886
           Controller-GA   148
           Controller-PR   42
           Facilities      42
           Field OPS       42
           OCFO-Other      42
           Procurement     9324
           Property        9324
           SPO             73886
           Travel          5125
           Other           42
          );

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org");
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org'); 
my $ownerid = $orgs{$cfvalue};

# set Ticket Due date & Owner ID

$ticket->SetOwner($ownerid);

return 1;
#----------------------------------------------------------------------------
# Custom action Cleanup Code:
#----------------------------------------------------------------------------

return 1;

I hope this helps.

Kenn
LBNL

On 10/29/2009 4:50 PM, jrummel wrote:
> Hi everyone,
>
> I have a select-one Custom Field called "Product" with 5 products in it. 
> Based on what product is selected (on create), I would like a specific user
> to be set as the Owner (ex: ticket is created with "Product A" selected, so
> John Smith works on Product A, thus should automatically be the Owner). 
> Does anyone know the what my Custom Action would look like to accomplish
> this?
>
> Thanks!
>   


From drew at drewtaylor.com  Fri Oct 30 12:42:13 2009
From: drew at drewtaylor.com (Drew Taylor)
Date: Fri, 30 Oct 2009 16:42:13 +0000
Subject: [rt-users] change location of attachments in RT 3.4.5?
In-Reply-To: <20091029232040.GD15720@mar-adentro>
References: <79E0423E511EB7469840F12A98F81BC805FF5EEBA8@CORPEX01.Tivo.com>
	
	<20091029232040.GD15720@mar-adentro>
Message-ID: 

On Thu, Oct 29, 2009 at 11:20 PM, Jesse Vincent wrote:

>
> RT 1.0.x was the last version of RT to store attachments on the
> filesystem.  We're working on an RTx for a client that _might_ end up
> getting released which would let you do this for RT 3.8.  But it's not
> something I can put a date on.
>

I think I know who the client is because I used to work for them. Well, at
the very least we were paying BP to implement similar functionality. :-)

Drew
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From jrummel at imapp.com  Fri Oct 30 15:23:37 2009
From: jrummel at imapp.com (jrummel)
Date: Fri, 30 Oct 2009 12:23:37 -0700 (PDT)
Subject: [rt-users] Scrip to automatically set Owner based on a Custom
 Field
In-Reply-To: <4AEA9A23.5090301@ific.uv.es>
References: <26122827.post@talk.nabble.com>
	<20091030065915.GA18797@easter-eggs.com>
	<4AEA9A23.5090301@ific.uv.es>
Message-ID: <26135648.post@talk.nabble.com>


Thank you all so much for your time.  I got it to work!

Expanding on it further:

Say I have 40 products, and 5 users.  Each of these 5 users works on more
than one product.

Would I then have to make 5 different scrips with "OR" statements in them? 
Ideally, I would like to be able to add a column to the CustomFieldValues
table containing a value of 1-5.  Then make a small table called UserOwner
or something with 2 columns:

one column with values 1-5 called "id" (relating to the added column in
CustomFieldValues), and one column with usernames called "Name".

I guess that's a long way of asking if there is a way to accomplish this in
1 scrip by way of an SQL statement?  Hopefully I explained that somewhat
coherently.

Thanks again!



Carlos Garcia Montoro wrote:
> 
> I did something similar. If the custom field had a particular value, 
> then the owner had to be a particular user. I did it using this scrip:
> 
> Custom condition:
> 
> if ($self->TransactionObj->Type eq 'Create' &&
>      $self->TicketObj->FirstCustomFieldValue('Product') eq 'Product A') {
>      return 1;
> }
> return 0;
> 
> Custom Action:
> $self->TicketObj->SetOwner('John Smith');
> return 1;
> 
> Hope it helps,
> Carlos
> 
> Emmanuel Lacour wrote:
>> On Thu, Oct 29, 2009 at 04:50:47PM -0700, jrummel wrote:
>>> Hi everyone,
>>>
>>> I have a select-one Custom Field called "Product" with 5 products in it. 
>>> Based on what product is selected (on create), I would like a specific
>>> user
>>> to be set as the Owner (ex: ticket is created with "Product A" selected,
>>> so
>>> John Smith works on Product A, thus should automatically be the Owner). 
>>> Does anyone know the what my Custom Action would look like to accomplish
>>> this?
>>>
>> 
>> 
>> You should use two customfields, one ticket customfield used to set the
>> product for the ticket, another _user_ customfield to set the list of
>> product a user works on in the user profile. Then your action will
>> compare those values and set the owner.
>> 
>> Here is a not tested code to help you:
>> 
>> my $Ticket = $self->TicketObj;
>> 
>> # Get products selected for this ticket
>> my $T_product = $Ticket->FirstCustomFieldValue ( 'Product' );
>> 
>> # Try to find a User with this product
>> my $user_found = undef;
>> my $Users = RT::Users->new ( $RT::SystemUser );
>> while ( my $User = $Users->Next () )
>> {
>>         my $U_products = $User->CustomFieldValues ( 'Products' );
>>         while ( my $product = $U_products->Next )
>>         {       
>>                 if ( $product->Content eq $T_product )
>>                 {       
>>                     $user_found = $User;
>>                     last;
>>                 }       
>>         }       
>> }
>> 
>> if ( $user_found && $user_found->Id ) {
>>     $RT::Logger->debug("User ".$user_found->Name." found for product
>> ".$T_product." Ticket ".$Ticket->Id );
>>     $Ticket->SetOwner( $user_found );
>> } else {
>>     return 0;
>> }
>> 
>> return 1;
>> 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>> 
> 
> -- 
>   _______ _______________________________________________________________
> | __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
> |_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
> |\_] [_/| Servicios Inform?ticos
> |  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
> |C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
> |_______| Espa?a / Spain                              Fax: +34 963543488
> 
> begin:vcard
> fn;quoted-printable:Carlos Garc=C3=ADa Montoro
> n;quoted-printable:Garc=C3=ADa Montoro;Carlos
> org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica
> Corpuscular;Servicios Inform=C3=A1ticos
> adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de
> Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain
> email;internet:Carlos.Garcia at ific.uv.es
> tel;work:(+34) 96 354 37 06
> x-mozilla-html:TRUE
> version:2.1
> end:vcard
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
View this message in context: http://old.nabble.com/Scrip-to-automatically-set-Owner-based-on-a-Custom-Field-tp26122827p26135648.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jesse at bestpractical.com  Fri Oct 30 15:26:35 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 Oct 2009 15:26:35 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
	[SOLVED I think!]
In-Reply-To: <200910301513.33653.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<20091023171422.GM21065@bestpractical.com>
	<200910231938.11797.arekm@maven.pl>
	<200910301513.33653.arekm@maven.pl>
Message-ID: <20091030192633.GR21065@bestpractical.com>




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?

> 
> ps. issues.apache.org is full of weird mod_cache related things
> 
> > > -jesse
> 
> -- 
> Arkadiusz Mi?kiewicz        PLD/Linux Team
> arekm / maven.pl            http://ftp.pld-linux.org/
> 

-- 


From jesse at bestpractical.com  Fri Oct 30 15:26:35 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 30 Oct 2009 15:26:35 -0400
Subject: [rt-users] 3.8.x serious security issue with mixing sessions
	[SOLVED I think!]
In-Reply-To: <200910301513.33653.arekm@maven.pl>
References: <200910231124.01466.arekm@maven.pl>
	<20091023171422.GM21065@bestpractical.com>
	<200910231938.11797.arekm@maven.pl>
	<200910301513.33653.arekm@maven.pl>
Message-ID: <20091030192633.GR21065@bestpractical.com>




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?

> 
> ps. issues.apache.org is full of weird mod_cache related things
> 
> > > -jesse
> 
> -- 
> Arkadiusz Mi?kiewicz        PLD/Linux Team
> arekm / maven.pl            http://ftp.pld-linux.org/
> 

-- 


From kfcrocker at lbl.gov  Fri Oct 30 17:04:21 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 30 Oct 2009 14:04:21 -0700
Subject: [rt-users] Scrip to automatically set Owner based on a Custom
 Field
In-Reply-To: <26135648.post@talk.nabble.com>
References: <26122827.post@talk.nabble.com>
	<20091030065915.GA18797@easter-eggs.com>
	<4AEA9A23.5090301@ific.uv.es> <26135648.post@talk.nabble.com>
Message-ID: <4AEB54D5.2030800@lbl.gov>

Jrummel,

Again, look at the code I sent you. In it you have on a few users 
working on more than one ORG code. Set up a qw( ....  ...) with your 
values and you're set.

Kenn
LBNL

On 10/30/2009 12:23 PM, jrummel wrote:
> Thank you all so much for your time.  I got it to work!
>
> Expanding on it further:
>
> Say I have 40 products, and 5 users.  Each of these 5 users works on more
> than one product.
>
> Would I then have to make 5 different scrips with "OR" statements in them? 
> Ideally, I would like to be able to add a column to the CustomFieldValues
> table containing a value of 1-5.  Then make a small table called UserOwner
> or something with 2 columns:
>
> one column with values 1-5 called "id" (relating to the added column in
> CustomFieldValues), and one column with usernames called "Name".
>
> I guess that's a long way of asking if there is a way to accomplish this in
> 1 scrip by way of an SQL statement?  Hopefully I explained that somewhat
> coherently.
>
> Thanks again!
>
>
>
> Carlos Garcia Montoro wrote:
>   
>> I did something similar. If the custom field had a particular value, 
>> then the owner had to be a particular user. I did it using this scrip:
>>
>> Custom condition:
>>
>> if ($self->TransactionObj->Type eq 'Create' &&
>>      $self->TicketObj->FirstCustomFieldValue('Product') eq 'Product A') {
>>      return 1;
>> }
>> return 0;
>>
>> Custom Action:
>> $self->TicketObj->SetOwner('John Smith');
>> return 1;
>>
>> Hope it helps,
>> Carlos
>>
>> Emmanuel Lacour wrote:
>>     
>>> On Thu, Oct 29, 2009 at 04:50:47PM -0700, jrummel wrote:
>>>       
>>>> Hi everyone,
>>>>
>>>> I have a select-one Custom Field called "Product" with 5 products in it. 
>>>> Based on what product is selected (on create), I would like a specific
>>>> user
>>>> to be set as the Owner (ex: ticket is created with "Product A" selected,
>>>> so
>>>> John Smith works on Product A, thus should automatically be the Owner). 
>>>> Does anyone know the what my Custom Action would look like to accomplish
>>>> this?
>>>>
>>>>         
>>> You should use two customfields, one ticket customfield used to set the
>>> product for the ticket, another _user_ customfield to set the list of
>>> product a user works on in the user profile. Then your action will
>>> compare those values and set the owner.
>>>
>>> Here is a not tested code to help you:
>>>
>>> my $Ticket = $self->TicketObj;
>>>
>>> # Get products selected for this ticket
>>> my $T_product = $Ticket->FirstCustomFieldValue ( 'Product' );
>>>
>>> # Try to find a User with this product
>>> my $user_found = undef;
>>> my $Users = RT::Users->new ( $RT::SystemUser );
>>> while ( my $User = $Users->Next () )
>>> {
>>>         my $U_products = $User->CustomFieldValues ( 'Products' );
>>>         while ( my $product = $U_products->Next )
>>>         {       
>>>                 if ( $product->Content eq $T_product )
>>>                 {       
>>>                     $user_found = $User;
>>>                     last;
>>>                 }       
>>>         }       
>>> }
>>>
>>> if ( $user_found && $user_found->Id ) {
>>>     $RT::Logger->debug("User ".$user_found->Name." found for product
>>> ".$T_product." Ticket ".$Ticket->Id );
>>>     $Ticket->SetOwner( $user_found );
>>> } else {
>>>     return 0;
>>> }
>>>
>>> return 1;
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>       
>> -- 
>>   _______ _______________________________________________________________
>> | __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
>> |_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
>> |\_] [_/| Servicios Inform?ticos
>> |  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
>> |C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
>> |_______| Espa?a / Spain                              Fax: +34 963543488
>>
>> begin:vcard
>> fn;quoted-printable:Carlos Garc=C3=ADa Montoro
>> n;quoted-printable:Garc=C3=ADa Montoro;Carlos
>> org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica
>> Corpuscular;Servicios Inform=C3=A1ticos
>> adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de
>> Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain
>> email;internet:Carlos.Garcia at ific.uv.es
>> tel;work:(+34) 96 354 37 06
>> x-mozilla-html:TRUE
>> version:2.1
>> end:vcard
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 jbarron at afsnetworks.com  Fri Oct 30 18:36:38 2009
From: jbarron at afsnetworks.com (Barron, Josh)
Date: Fri, 30 Oct 2009 18:36:38 -0400
Subject: [rt-users] Unable to Upgrade RT 3.6.6 to 3.8.x using MySQL 5.0.77
	and provided database upgrade scripts
Message-ID: <83436142B1652443AD231375C735F850C7DE94@exch01roc.darfibernt.local>

Hello all,

 

I'm having quite the time upgrading RT from 3.6.6 to the last version.  
I am following the readme and upgrading.mysql docs.


./configure runs fine

Make testdeps and fixdeps were also successful

Make upgrade ran with no errors

 

Coming up on the section about upgrading the database to 3.7.87 prior to
executing the SQL schema as detailed in the upgrading.mysql doc:

 

[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.

 

Password: 

Working with:

Type:   mysql

Host:   localhost

Name:   rt3

User:   rt_user

DBA:    root

Enter RT version you're upgrading from: 3.6.6

 

Going to apply following upgrades:

* 3.7.1

* 3.7.3

* 3.7.10

* 3.7.15

* 3.7.19

* 3.7.81

* 3.7.82

* 3.7.85

* 3.7.86

* 3.7.87

* 3.8.0

* 3.8.1

* 3.8.2

* 3.8.3

* 3.8.4

* 3.8.6

 

Enter RT version if you want to stop upgrade at some point,

  or leave it blank if you want apply above upgrades: 3.7.87

 

Going to apply following upgrades:

* 3.7.1

* 3.7.3

* 3.7.10

* 3.7.15

* 3.7.19

* 3.7.81

* 3.7.82

* 3.7.85

* 3.7.86

* 3.7.87

 

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

 

Proceed [y/N]:y

Processing 3.7.1

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 /home/jbarron/rt-3.8.6/sbin/../lib/RT.pm line 204

 

 

 

 

 

Using the user/pass specified in the script to connect directly to mysql
works fine so I'm not sure why its still failing on me.  I've added all
the permissions for the rt_user and root user just to test, tried
running the script with no arguments except -action upgrade, and I'm
still stuck.

 

Thanks kindly,

 

Josh Barron

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From gunslinger95 at gmail.com  Fri Oct 30 21:23:15 2009
From: gunslinger95 at gmail.com (gunslinger95)
Date: Fri, 30 Oct 2009 18:23:15 -0700 (PDT)
Subject: [rt-users]  RT slowness but ONLY when sending email
Message-ID: <26101511.post@talk.nabble.com>


We've got a new RT install (RT 3.8.4 running on Solaris 10) that we've
started using here at work.

I've read through a bunch of the "slow" RT threads, but haven't seen what we
are.  In general the performance is very good.  

Our problem is when a user takes an action that generates an outbound email
message.  The application just sits there for a LONG time (maybe 60 seconds
or so) before the resulting page is displayed and the mail message is
delivered.  If a user goes into the preferences and turns off the email
functionality, the system performance on the same function is perfectly
acceptable.  Using sendmail from the command line works just fine with no
delay so we're at a loss.  

It looks like RT is timing out waiting for SOMETHING and then sends the
message after the timeout.  Any help or advice would be greatly appreciated!
-- 
View this message in context: http://old.nabble.com/RT-slowness-but-ONLY-when-sending-email-tp26101511p26101511.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From alien at 12inch.com  Fri Oct 30 22:51:29 2009
From: alien at 12inch.com (Alan Premselaar)
Date: Sat, 31 Oct 2009 11:51:29 +0900
Subject: [rt-users] RT slowness but ONLY when sending email
In-Reply-To: <26101511.post@talk.nabble.com>
References: <26101511.post@talk.nabble.com>
Message-ID: <4AEBA631.1040909@12inch.com>

On 10/31/09 10:23, gunslinger95 wrote:
>
> We've got a new RT install (RT 3.8.4 running on Solaris 10) that we've
> started using here at work.
>
> I've read through a bunch of the "slow" RT threads, but haven't seen what we
> are.  In general the performance is very good.
>
> Our problem is when a user takes an action that generates an outbound email
> message.  The application just sits there for a LONG time (maybe 60 seconds
> or so) before the resulting page is displayed and the mail message is
> delivered.  If a user goes into the preferences and turns off the email
> functionality, the system performance on the same function is perfectly
> acceptable.  Using sendmail from the command line works just fine with no
> delay so we're at a loss.
>
> It looks like RT is timing out waiting for SOMETHING and then sends the
> message after the timeout.  Any help or advice would be greatly appreciated!

How are you calling your outbound mail functions? via SMTP or 'sendmail' ?

The one thing that comes to mind for me is, if you're using SMTP and 
you're using an MTA which has something similar to Sendmail's GreetPause 
feature, and you don't have it configured properly, you could be causing 
yourself unnecessary delays.

check your etc/RT_SiteConfig or etc/RT_Config files to see what your 
outbound mail settings are, and then AS THE USER THAT RUNS HTTPD, try to 
simulate the outbound mail process from the command line to see if that 
gives you any clues.  Also, check your mail and httpd log files to see 
if there are any clues there.

hope this helps.

Alan


From ruslan.zakirov at gmail.com  Fri Oct 30 23:00:23 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 31 Oct 2009 10:00:23 +0700
Subject: [rt-users] RT slowness but ONLY when sending email
In-Reply-To: <4AEBA631.1040909@12inch.com>
References: <26101511.post@talk.nabble.com> <4AEBA631.1040909@12inch.com>
Message-ID: <589c94400910302000h41b41892q2b3516a1d6c7cf82@mail.gmail.com>

Read the following miniarticle:

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

On Sat, Oct 31, 2009 at 9:51 AM, Alan Premselaar  wrote:
> On 10/31/09 10:23, gunslinger95 wrote:
>>
>> We've got a new RT install (RT 3.8.4 running on Solaris 10) that we've
>> started using here at work.
>>
>> I've read through a bunch of the "slow" RT threads, but haven't seen what we
>> are. ?In general the performance is very good.
>>
>> Our problem is when a user takes an action that generates an outbound email
>> message. ?The application just sits there for a LONG time (maybe 60 seconds
>> or so) before the resulting page is displayed and the mail message is
>> delivered. ?If a user goes into the preferences and turns off the email
>> functionality, the system performance on the same function is perfectly
>> acceptable. ?Using sendmail from the command line works just fine with no
>> delay so we're at a loss.
>>
>> It looks like RT is timing out waiting for SOMETHING and then sends the
>> message after the timeout. ?Any help or advice would be greatly appreciated!
>
> How are you calling your outbound mail functions? via SMTP or 'sendmail' ?
>
> The one thing that comes to mind for me is, if you're using SMTP and
> you're using an MTA which has something similar to Sendmail's GreetPause
> feature, and you don't have it configured properly, you could be causing
> yourself unnecessary delays.
>
> check your etc/RT_SiteConfig or etc/RT_Config files to see what your
> outbound mail settings are, and then AS THE USER THAT RUNS HTTPD, try to
> simulate the outbound mail process from the command line to see if that
> gives you any clues. ?Also, check your mail and httpd log files to see
> if there are any clues there.
>
> hope this helps.
>
> Alan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From gunslinger95 at gmail.com  Fri Oct 30 23:36:23 2009
From: gunslinger95 at gmail.com (gunslinger95)
Date: Fri, 30 Oct 2009 20:36:23 -0700 (PDT)
Subject: [rt-users] RT slowness but ONLY when sending email
In-Reply-To: <589c94400910302000h41b41892q2b3516a1d6c7cf82@mail.gmail.com>
References: <26101511.post@talk.nabble.com> <4AEBA631.1040909@12inch.com>
	<589c94400910302000h41b41892q2b3516a1d6c7cf82@mail.gmail.com>
Message-ID: <26139614.post@talk.nabble.com>


That sounds VERY promising - I'll try that first thing Monday morning and
report back.  Thanks for the link - as I said - I'm just learning the tool,
but EVERYONE in the office likes it so far...


Ruslan Zakirov wrote:
> 
> Read the following miniarticle:
> 
> http://wiki.bestpractical.com/view/SendmailTips
> 
> On Sat, Oct 31, 2009 at 9:51 AM, Alan Premselaar  wrote:
>> On 10/31/09 10:23, gunslinger95 wrote:
>>>
>>> We've got a new RT install (RT 3.8.4 running on Solaris 10) that we've
>>> started using here at work.
>>>
>>> I've read through a bunch of the "slow" RT threads, but haven't seen
>>> what we
>>> are. ?In general the performance is very good.
>>>
>>> Our problem is when a user takes an action that generates an outbound
>>> email
>>> message. ?The application just sits there for a LONG time (maybe 60
>>> seconds
>>> or so) before the resulting page is displayed and the mail message is
>>> delivered. ?If a user goes into the preferences and turns off the email
>>> functionality, the system performance on the same function is perfectly
>>> acceptable. ?Using sendmail from the command line works just fine with
>>> no
>>> delay so we're at a loss.
>>>
>>> It looks like RT is timing out waiting for SOMETHING and then sends the
>>> message after the timeout. ?Any help or advice would be greatly
>>> appreciated!
>>
>> How are you calling your outbound mail functions? via SMTP or 'sendmail'
>> ?
>>
>> The one thing that comes to mind for me is, if you're using SMTP and
>> you're using an MTA which has something similar to Sendmail's GreetPause
>> feature, and you don't have it configured properly, you could be causing
>> yourself unnecessary delays.
>>
>> check your etc/RT_SiteConfig or etc/RT_Config files to see what your
>> outbound mail settings are, and then AS THE USER THAT RUNS HTTPD, try to
>> simulate the outbound mail process from the command line to see if that
>> gives you any clues. ?Also, check your mail and httpd log files to see
>> if there are any clues there.
>>
>> hope this helps.
>>
>> Alan
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 
> 
> -- 
> Best regards, Ruslan.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
View this message in context: http://old.nabble.com/RT-slowness-but-ONLY-when-sending-email-tp26101511p26139614.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From justin.hayes at orbisuk.com  Sat Oct 31 07:21:08 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Sat, 31 Oct 2009 11:21:08 +0000
Subject: [rt-users] UseSQLForACLChecks causes slow performance
Message-ID: <551A006C-A539-4311-BA1D-B204C5249727@orbisuk.com>

I've just upgraded to 3.8.4 and as part of that I've enabled  
UseSQLForACLChecks

RT_SiteConfig.pm:Set($UseSQLForACLChecks, 1);

However this really slows down load of the homepage. For example with  
my default layout load time goes from <1s to 6-7s. The Quick Search  
panel alone takes ~3s (for about 20 queues and 40k tickets) for a user  
that can see all 20 queues (for myself with SuperUser rights it's much  
faster).

I really would like to keep that setting as it fixes a number of  
display bugs with homepage panels and ticket results.

Anyone have any suggestions? I notice that 3.8.6 is now out. Were  
there improvements in that that would help with this setting?

Cheers,

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From ktm at rice.edu  Sat Oct 31 12:09:37 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Sat, 31 Oct 2009 11:09:37 -0500
Subject: [rt-users] UseSQLForACLChecks causes slow performance
In-Reply-To: <551A006C-A539-4311-BA1D-B204C5249727@orbisuk.com>
References: <551A006C-A539-4311-BA1D-B204C5249727@orbisuk.com>
Message-ID: <20091031160937.GA7658@it.is.rice.edu>

On Sat, Oct 31, 2009 at 11:21:08AM +0000, Justin Hayes wrote:
> I've just upgraded to 3.8.4 and as part of that I've enabled  
> UseSQLForACLChecks
> 
> RT_SiteConfig.pm:Set($UseSQLForACLChecks, 1);
> 
> However this really slows down load of the homepage. For example with  
> my default layout load time goes from <1s to 6-7s. The Quick Search  
> panel alone takes ~3s (for about 20 queues and 40k tickets) for a user  
> that can see all 20 queues (for myself with SuperUser rights it's much  
> faster).
> 
> I really would like to keep that setting as it fixes a number of  
> display bugs with homepage panels and ticket results.
> 
> Anyone have any suggestions? I notice that 3.8.6 is now out. Were  
> there improvements in that that would help with this setting?
> 
> Cheers,
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
> 
> 

Hi Justin,

Have you looked at the queries being run to see if there are obvious
missing indexes? I know that it is relatively new as a feature so the
tuning still has room for improvement.

Regards,
Ken


From justin.hayes at orbisuk.com  Sat Oct 31 15:08:44 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Sat, 31 Oct 2009 19:08:44 +0000
Subject: [rt-users] UseSQLForACLChecks causes slow performance
In-Reply-To: <20091031160937.GA7658@it.is.rice.edu>
References: <551A006C-A539-4311-BA1D-B204C5249727@orbisuk.com>
	<20091031160937.GA7658@it.is.rice.edu>
Message-ID: 

Well we turned on slow query logging for anything longer than 1  
second, and I didn't see any logged. So maybe there are lots of  
queries all taking < 1 sec but the time adds up.

I'll try to do some more debugging over the next couple of days,  
trouble is it's a live server now and its hard to just isolate the  
queries for just 1 user hitting the main page.

Justin

On 31 Oct 2009, at 16:09, Kenneth Marshall wrote:

> On Sat, Oct 31, 2009 at 11:21:08AM +0000, Justin Hayes wrote:
>> I've just upgraded to 3.8.4 and as part of that I've enabled
>> UseSQLForACLChecks
>>
>> RT_SiteConfig.pm:Set($UseSQLForACLChecks, 1);
>>
>> However this really slows down load of the homepage. For example with
>> my default layout load time goes from <1s to 6-7s. The Quick Search
>> panel alone takes ~3s (for about 20 queues and 40k tickets) for a  
>> user
>> that can see all 20 queues (for myself with SuperUser rights it's  
>> much
>> faster).
>>
>> I really would like to keep that setting as it fixes a number of
>> display bugs with homepage panels and ticket results.
>>
>> Anyone have any suggestions? I notice that 3.8.6 is now out. Were
>> there improvements in that that would help with this setting?
>>
>> Cheers,
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.com
>>
>>
>
> Hi Justin,
>
> Have you looked at the queries being run to see if there are obvious
> missing indexes? I know that it is relatively new as a feature so the
> tuning still has room for improvement.
>
> Regards,
> Ken


-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com